Case study Property & Social housing

Community vision

IT Strategy helps drive community vision for Tower Hamlets

THCH has a corporate commitment to use Information Technology to deliver high quality and relevant services to their customers. In order for this to be effective THCH recognises the importance of an IT Strategy.

The organisation’s existing IT Strategy had been in place for 2 years and was due for a review. In addition to this, THCH had recently published its five year corporate plan. A new IT strategy was needed that would:

  • Enable the business to achieve its strategic objectives as defined in the corporate plan.
  • Define projects that drive performance improvements within the organisation through the adoption of relevant technologies.
  • Identify ways to lower the total cost of ownership for the IT Infrastructure and IT service delivery.

Waterstons were selected because of their unique methodology and strong track record in the social housing sector.


Waterstons worked closely with the Information Systems Steering Group (ISSG), a group of key business stakeholders responsible for IT, to define the new IT Strategy.

  • Waterstons disseminated the corporate plan into the Strategy Map Framework and held a series of workshops with the ISSG team to identify the key IT strategic objectives.
  • A complete audit of the existing business processes, IT infrastructure and systems architecture was conducted to gain a detailed understanding of how IT was currently deployed across the organisation, and to identify any potential weaknesses.
  • A three year IT Strategy Report was then developed, defining the strategic IT projects, priorities, business case and estimated budget.
  • A list of recommended remedial actions was documented that would provide “quick win” solutions, including ways of utilising existing systems more effectively, and address any potential business risks that were identified in the audit.
  • Waterstons communicated the strategy with the ISSG team for approval before the final presentation to the Executive team.


The project has provided an IT Strategy, derived directly from THCH’s corporate plan that will be delivered over three years. The following key projects were identified:

Virtualisation of Infrastructure
This will build agility into THCH’s infrastructure and reduce the total cost of ownership by reducing hardware costs and lowering on-going maintenance requirements.

Implementation of VoIP Telephony system
VoIP telephony will simplify the infrastructure and reduce the organisation’s call costs.

Implementation of Microsoft SharePoint
The communication and collaboration platform will help integrate disparate information in the business to the existing business systems whilst improving internal communications and front line customer service.

Waterstons’ open and honest approach was refreshing. The process they adopted helped us define a strategic approach to IT, directly aligned with our five year corporate plan.
Harneck Chilemba Financial Director

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