Design of estate mobile application in enhancing residents satisfaction

Abstract

Significant changes in the development and application of technology in the property management industry have been observed since 2018. More and more technologies are being applied in both existing and new properties, in both residential and non-residential properties. The increasing usage of technology in the property management industry aims to improve work effectiveness and efficiency, and more importantly, better quality of service. As the author of the Megatrend series of publication John Naisbitt stated, "most of us worked with information rather than producing goods" (Naisbitt, 1984). Additionally, the industry is facing a serious shortage of manpower to handle day-to-day operations. Therefore, it is crucial to leverage various technologies to bridge the gap between manpower demand and supply. Due to the impact of the recent emigration trends, there has been a loss of at least approximately 10% of talents among property management personnel, including various levels of staff. (The report from The Hong King Institute of Housing on December 2022) There are around 12,000 property management practitioners currently, and with more properties expected to be completed in the next five years, it is anticipated that the number of industry professionals will increase to 14,000. The demand for property management practitioners will increase dramatically, but the supply of personnel is unchanged or even dropping. The mismatch between the supply and demand of manpower will affect the quality of service. It is necessary to use technology to assist our daily operation and ease the workload in manpower. There are technologies which have been used for a while. For instance, Internet of Things (IoT) is being utilized to implement preventive management and predictive measures in property management. Smart robots are employed for cleaning and customer service, and to take up some repetitive and routine jobs to release the pressure on manpower. The use of Building Information Modelling (BIM) help control and monitor estate facilities operation and improve energy efficiency. Many firms are considering how to integrate manpower with technologies to enhance service quality, operational efficiency, and cost-effectiveness. Furthermore, the Hong Kong Special Administrative Government is currently promoting the concept of a Smart City. The Smart City Blueprint 2.0, introduced and published in December 2017, envisions "embracing innovation and technology to build a world-famous Smart Hong Kong characterized by a strong economy and high quality of living." It is evident that applying technology is not only a trend but also encouraged by the government. Therefore, it is essential for us to embrace this trend and leverage technology to enhance the value of our services. By doing so, we can increase customer satisfaction, gain recognition, and enhance the corporate image in the minds of residents. While many of the technologies mentioned above are used by property management for better management and operations, we should also consider how technology can provide residents with a first-hand experience, allowing them to truly feel the presence and benefits of these technological advancements. To explore this further, I propose using practical examples to determine whether the design and function of an estate mobile application can increase residents' satisfaction with property management services and improve their perception of the company.