Information technology and the organisation
The project charity partners were at different stages of deploying information technology (IT) for the organisation itself. Those making recent improvements found benefits of improved efficiency through digital rather than paper records, and the ability to provide a central database of resident information which could be accessed in or out of the office. This was valued by operational staff, enabling them to resolve queries or offer advice to individual residents while they were on site at the properties. For operational staff, they wanted systems which simplified their job to allow more time with residents and felt IT should not constrain what was possible in how they worked.
For the trustees, shared digital storage, for example on Sharepoint or Google Drive, allowed central provision of basic site information such as maps, photos, maintenance contribution, turnover rate and any issues. This was also used by operational staff and particularly useful to new staff. Use of communication technology such as Zoom enabled attendance at meetings, saving trustees travel time. The introduction of online meetings and remote working during Covid pandemic lockdowns enforced the rapid development of staff skills and, for some charities, a move away from paper systems. Business continuity was improved through off-site backup of documentation and the ability to rapidly move to working from home in cases of site power outage, for example. Although the technology brought benefits and online or hybrid meetings are still used in some instances, caution was advised: meetings in person offer opportunities for informal interaction; hybrid meetings are difficult to chair and the interactions can be different for those physically present rather than accessing remotely; people can become lazy and use technology when in-person interaction is possible. Skills with IT systems were valued in staff and new staff sometimes brought new skills and knowledge on technology.
The project charity partners, including operational staff, recognised the importance of communication technology for residents as well as for the charity organisation. Acknowledging the need for support, one partner hoped to provide internet café facilities in a communal space with plans for the more knowledgeable residents to support those with lower technology literacy. One trustee described an intended upgrade to 5G broadband which would support more and faster online services:
“Each of the residents will be given a hub. They will be able to get broadband direct off that hub and voice over internet protocol, VOIP, telephone and fire alarms and some other things, as well, which are optional extras”
[Governance 1].
This would reduce residents’ utility costs as well as supporting increased communication technology usage. There was understanding that assistive technologies are likely to become more sophisticated and prevalent and that the communications infrastructure needed upgrading to allow residents to take advantage of new applications. Assistive technologies (that is, systems or devices that can help people with reduced abilities) currently include in-home lifts, voice-activated controls, monitoring and medical alert systems, and more. A number of partners operated a telecare system, allowing video and/or audio communication with support staff including out-of-hours, other residents and callers. One charity had a phone application for the heating system, allowing staff to control the heating in residents’ homes from wherever they were. While most charities were providing regular communications to residents via email and /or social media, they also provided paper back-up, recognising that some residents preferred offline communications.
The operational staff we interviewed recognised that residents were becoming increasingly technically capable and saw this as enhancing their quality of life (see Residents and Communications Technology for more information). The staff were sometimes called on to help residents with technological problems, and it was particularly useful to be able to signpost residents to local charities or a local library offering support for using technology.
