Page 26 - PegasusLife and Renaissance Retirement Proposal

Questionnaire Response
Technology
4 1 How do you use technology to support service delivery?
Our core leasehold management system is Qube and we
use this to to hold all information on on the property customer interface and activity across our portfolio Utilising technology has enabled us us to become a a a more efficient business whilst delivering a a better service to to our customers An important aspect of this is is Self Service We currently use dedicated website portals that can detail the latest scheme related news community events source information on on local shops and restaurants as as well as as allow residents to make suggestions for change order fobs log work requests view documentation and paying their accounts We will take every opportunity to consider improvements for residents that reflect modern living including using on-line systems and apps which have included
 Parcel storage storage lockers and chilled grocery storage storage within the basement accessible to delivery companies
 Biometric access to to systems to to safeguard security and improve control of of letting of of apartments especially important with the restrictions imposed on on affordable rent and CSE units
 Keyless entry to to apartments via Bluetooth apps  Automatic number plate recognition to to control access to car parks
 EV Charging points PAYG software provided by a a a a 3rd party
 Future proof infrastructure such as as USB communal charging points within communal or or business lounge or or cable-less phone charging  Digital screen notice boards in the lifts
 Virtual concierge Resident and client meetings are are offered face face to face face but are are now also offered in in the form o of WebEx meetings Facebook live live and live live chat allowing flexibility in in physical attendance for residents and owners At Mainstay we
believe in in anytime access not only for our customers but for our employees as well Our remote teams need access at all times so if there is an an emergency they can retrieve everything they need to resolve issues and this is is is achieved via a a a a a a combination of Citrix and apps Our existing Qube and portal based systems are constantly updating and modernising to to give us access to to exceptional data and to continuously improve our service delivery Manual processes are regularly being reviewed and put into workflows within Qube This streamlines our processes which removes human error ensures we
hit our deadlines/KPIs and dramatically reduces email traffic throughout the organisation 4 2 What IT systems do you currently use (explain the purpose each system)
Mainstay have recently invested over £100 000 in in in our server infrastructure including new servers software and upgraded firewalls as as well as as new cabling across our Worcester office This ensures our IT infrastructure has been future proofed and will provide  a a a a a a sustainable and resilient backbone in in our central infrastructure for both onsite and offsite colleagues
 threat protection from hackers
 USB control across all our PCs and laptops (virus protection)
 absolute control of internet access to ensure no viruses infiltrate
 optimum efficiency
 backup protocols which are created at at set points throughout the day to to enable a a a a a restore at any point in time over the last month on on any of our systems 26