InCommunities

Incommunities is a UK based non-profit housing association that own and manage a large portfolio of affordable housing. They provide rental properties and supporting services to residents while focusing on building and maintaining quality, accessible homes within the community.

Project Context

InCommunities was undergoing significant changes with new leadership in place following a period of transition. As part of their five-year strategy, they recognised the need for a new Target Operating Model (TOM) to align with their future business goals. They approached Nine Feet Tall to help define this high-level TOM and forward roadmap. Key challenges included inefficiencies in processes, fragmentation between teams, communication and transparency issues, inconsistent use of data analytics, and undefined roles and responsibilities.

Project Delivery

The project involved several key activities to define a high-level TOM and forward roadmap. Nine Feet Tall conducted a comprehensive process assessment and customer blueprinting review to understand current operations and customer interactions. Further to this, Operating Model Canvas sessions to map out the future value chain and organisation were conducted alongside workshops with the executive team to determine the roadmap and services to be delivered by each directorate. Benchmarking analysis was key to compare InCommunities’ practices with similar organisations in key areas. Informed by these activities, the core deliverables included a Directorate-level TOM roadmap, an Org-level TOM roadmap, benchmarking analysis, a delivery approach, a service matrix, and an Operating Model Canvas output.

Project Outcomes

The project resulted in the successful delivery of a roadmap for InCommunities’ future operations. Now in a better place to deliver this internally, the client decided to progress with implementing this roadmap without further support. The project provided InCommunities with a clear strategic direction and tools to address their inefficiencies and improve communication and transparency. While the implementation phase is ongoing, the project laid a solid foundation for future organisational transformation and service design improvements.