Owner

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy

I was chatting to an IT manager at a conference recently and she was lamenting on ‘how difficult it was to get end users to take responsibility for their own projects and applications’. I see this a lot and there’s a few reasons for this difficulty I feel.

Often it comes down broadly to culture, personalities or management.

Culture may have dictated that in the past, finance or IT ‘owned’ system applications, a feature from the 1980’s & 90’s. Maybe that culture should be revisited now that applications are more friendly and GUI’s are much better. Indeed, we have moved a lot from the 25x80 character MSDOS / text based applications we used to have in the past.

By personalities I mean really good and maybe really poor staff. What do I mean by that? Well a charismatic IT manager (& there are a few believe me), may have taken charge and interest in end user applications and provided excellent service from IT. Alternatively, an uninterested user or manager could have refused to take ownership and by default IT have to be the owners.

Sometimes management dictate that anything with a plug on it, including the kitchen kettle is the responsibility of IT. This excludes interested users taking ownership or even being allowed to move in that direction. Under this regime

Of those scenarios, I bet you recognise your organisation in there. Current thinking is that end users could and should own more of their own application software, as they know their areas far better than ICT ever could. Now practically that's not everyone. Identifying and nurturing champions who know their job and are positive about IT, is more an art than a science. However these staff are gold-dust. Ensure they are involved in new projects and all business change activity.

Also to gain ownership, when its user group time, try sending the users, (not the IT team). They can make friends and get involved with improvements etc. The clue is in the name for that one!

Related Post: How do you rate getting staff mobile, for efficiency?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Yes - Owner of a lonely heart.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems or issue.
File Under: 360,1stTouch,4Js. , 07854655009 , ," """" ",,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,TonySmithHou,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App .

BYOD - Bring On The Mobiles

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy

We have all heard for about the last three years about, 'How we need to look at our Bring Your Own Device' policies. So why on earth is it rarely seen on the ground?

It's certainly not taken off in housing, as far as I can see and according to recent info, stalled in UK, Europe and to a lesser extent in the US. It's said that In Europe, BYOD adoption has reached a plateau. One reason is that our employees expect companies to pay for a mobile device that's becoming the primary tool to access systems and data. Culturally, the default position is that your employer is felt should be providing you with all the tools, in order to do the job expected.

Last year, IDC asked European companies about their BYOD plans. Apparently, the results of the 2013 survey showed 26 percent had a formal BYOD policy, 31 percent planned to create one, and 44 percent weren't planning to do so in the next 18 months. Fast forward to the same survey question this year: 36 percent had a formal BYOD policy, 23 percent planned to create one, and 41 percent didn't have any plans in the next 18 months.

While end-users may be keen to use ipads and other tablets for home and work, this on the ground generally gets short-shrift from ICT infrastructure teams. Particularly in housing, limited take-up of MDM (Mobile Device Management) and traditional urge to control from the centre predominates. Lots of decent MDM is emerging, such as MobileIron as well as some bundled from mobile providers like O2. We all know many organisations, still force users to have Blackberry's for all email & mobile use. This obviously isn't going to persuade anyone to extend/blur their working day.

Now, employees will be tempted to use drop-box and other less than secure file-sharing sites to save work documents. In fairness, many I see, are only doing this to get the job done, around the organisation work controls in place. Rather than banning things in a blanket style, its often better to give more freedom and manage the risks in a more proportionate way. Management should manage people breaking rules, rather than creating rules that invariable will be broken, as their jobs cannot be done effectively, without doing so.

Users can be much more familiar with their own mobile device and are less likely to break or abuse it, if they have forked out £200 or more for it themselves. When it needs updating, it's their headache not the organisations. Productivity can rocket if it's done correctly and a formal BYOD policy is the obvious starting point. Has your ICT team got one?

The challenge is to get BYOD to work well for us, mixing the work office and what we use our devices for in our real-lives outside. Security does need to be adequate. Even Cyber-risk insurance products are now available if things go wrong. One thing is sure, BYOD will not just go away. UKHousing will need to take it more serious soon.

Related Post: How do you rate getting staff mobile, for efficiency?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

The Stranglers - Bring On The Nubiles.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems or issue.
File Under: 360,1stTouch,4Js. , 07854655009 , ," """" ",,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App .

Something Changed

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy

On a visit to an ALMO in Derbyshire recently, I was surprised to see a message on the back of a repairs van. It extolled the virtues of ‘Pay To Stay’. That's not something I see a lot, occasionally in clients where I work, I have encountered strap-lines like ‘Something for something’, but what was on the van went further.

Laying my cards on the table from this second paragraph, I believe wholeheartedly that as a sector, we really do need to get on with making the ‘Think Commercially, Act Social’ philosophy, something practical and real. Something that will drive efficiency as well as helping our tenants and wider customers in their communities. Culturally, we have been propped up by a piped in feed of directly paid Housing Benefit, with little need to have to think like a bank or dare I say it, the PRS.

No-one can deny we need a lot of change, our systems and processes need to change and we have got to change the mindset of our staff and management.

When universal Credit forces HB to be paid direct to claimant, where will social housing be in the hierarchy of what gets paid first. I suspect that credit cards or payday loans will be paid in preference, as these both cost more, the longer the debt is owed. Could we see a day when housing associations and ALMOs levy interest on arrears debt? We need to be thinking how our systems might allows us to add our interest as an automated charge code, after a period agreed in the tenancy agreement.

A few repair teams I work with already levy a £15 or similar charge if a no-access is encountered. Some also credit £15 if they as contractor miss the appointment too. If the same was applied to rent transactions, where a tenant was in credit, maybe we encouraged that by paying a reasonable rate of interest. E.G. 0.5% over base rates.

I apologise if these suggestions appear jarring, but I think you can prepare for some more thinking on these lines, in the months and years ahead. Are we needing carrots, sticks or both, going forward?

Related Post: Are your Social Media types 24 hour party people?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Pulp - Something Changed.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems or issue.
File Under: 360,1stTouch,4Js. , 07854655009 , ," """" ",,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App .

Clever Trevor

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy

ICT types can in general follow that trait, that they are 'attracted to the shiny'. Although pretty techie really, I try hard to play that down and work with my clients to tackle their problems first, and then choose to use the tech later. I like the shiny, but tend to come back down to earth pretty soon.

I remember back in my former life dealing with housing management system developers. In some ways it was like managing a large housing group ICT team and several different types of qualities were essential. You need steady staff and some that really can think out of the box. I have also worked with people I would term visionaries. These are great ideas people, but can be very poor planners or finishers.

The struggle with what technology, components, development or other tools to use, is a continuous one. With operating systems, supported tools and environments changing faster than ever, it's tricky to keep on a path of righteousness in keeping our applications relevant to the processes we wish to support.

I was reminded of this a few weeks ago, when sitting through a system supplier demonstrating their contractor portal. You know the concept I am sure. A webpage that smaller, local responsive repair contractors could use to receive works orders, vary and complete them in a simple environment. Everyone should really have such a thing, if the volume supports it.

My client, who I won't name (, nor the supplier 8-) really needs to purchase and implement a contractor portal. The horses were led to water and the demo started. The portal demonstrated was indeed sexy, it was obviously not pure HTML and the sales staff were open in admitting that some components needed to be initially downloaded, for it to function.

An innocent question was asked. "Could our contractors, if they had mobile coverage, use a Smartphone to access works orders and vary/complete them on that. It might be a great benefit that might help us sell that to them. The components needed to be downloaded were Silverlight ones. You can perhaps guess what was asked next.

"Your Silverlight components, which Smartphones and browsers will work with those?". As we clocked through iPads, WinPhone8, Androids, WinPhone6.5 etc, it had to be admitted that we had limited options, even at present with Microsoft/Nokia mobile offerings.

A hush went over the room. A possible spin off benefit, was turning into a reason why this was not the portal for us. Oh dear! Had anyone considered retaining an older, more simple portal, or making it intelligent enough to detect a lack of Silverlight and operate in a more narrowband type manner? Well sadly not. The Silverlining is that my client will be going ahead with the portal regardless (yay - thank goodness).

So, the moral here for me is to keep some of those Clever Trevor's under control. They can be enormously useful, but question all the outcomes and try to think out of the box. Although something could be designed for one purpose, it may be used for a very different one, out in the field!

Related Post: Do you like the best of both worlds when you think KPIs?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Ian Dury Blockheads - Clever Trevor.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems or issue.
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Whipping Piccadilly

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy

This November the usual NHF (National Housing Federation) IT Conference and Exhibition did Manchester as well as the usual London Olympia this year. It is an event that does need to evolve and this was indeed a brave move. I was invited to attend both venues on a press pass and attended both venues.

I have attended the NHF Olympia for many years, as supplier and also happy visitor, delegate and this year ‘Press’. No need for anyone to worry on that last classification, I won’t be tapping anyone’s mobile phone to do the big reveal on what the next acquisition of Castleton PLC will be. I will as usual just be relying on my contacts in low/high places to keep me posted.

Olympia can be a damned frustrating venue to get to, expensive to stay in the Hilton / Novotel etc, particularly for visitors from north of London, Wales, Northern Ireland and Scotland. Its often occurred to me that the Birmingham NEC would make a great alternative venue. On the West Coast mainline, adjacent to the airport and M42 etc. So I was very interested in how the Manchester event went.

The Olympia event has over previous years been moving in the direction of travel, of concentrating on housing IT success stories, rather than suppliers talking up their wares. This years’ events kept this theme, which is far more attractive for everyone, providing solid ideas to take away. I attended a few interesting sessions that should have inspired many to reconsider how they work and emerging techniques and solutions.

Donna Middleton of Hyde Group had some good ideas around social media and our customers. Lots of research, but just a few practical moves to make this a reality. One important point made by Donna was the equation we all make regarding how we choose our channels. It was that usability & availability helps us make up our minds. I would add reliability too. It’s no good providing a twitter channel if its only monitored 9-5, or a self service portal that just spits out an email waiting for someone to come in the next morning to deal with it.

CRM needs to connect easily with self service portals and other feeds, so a twitter complaint can be tracked like any other. As I mentioned in another session earlier in the day, many RSL’s buy CRM in order to get a 360⁰ view of customers. The reality of most clients I work with, is they achieve 170⁰ at best, if they miss out on other interactions, such as these highlighted social media ones. Donna also noted the trend these days, to use Twitter or Facebook to complain. I have complained to Morrison’s this way and got an answer in about 12 minutes. That might have something to do with having nearly 4,000 followers, or was it?

Big numbers of followers bring me on to Big Data. Yes that again!

It’s jolly interesting stuff I have got to say, but still has a whiff of utopia about it to me. Blimey, most places I see the inside of, are still wrestling, (or have quietly given up on wrestling) with small data. If we banned Excel in most housing organisations, they would fall apart. I am all for everyone doing what they did in Northern Ireland, declaring an amnesty, getting them handed in and put beyond use. We might have half a chance to use our existing systems better, and then we would be closer to big data IMHO.

The split over two city venues did appear to dilute the attendees somewhat, although this is the first time the NHF have done this and it’s hard to predict outcomes. I enjoyed the networking opportunities and many people buttonholed me to talk about this blog and other housing related subjects. Today in Manchester, I saw a few people who I would normally see at Olympia, but I felt a little sorry for exhibitors, who I know would have preferred better footfall.

At Manchester I did have chance to chat to Barry Marlow, housing visionary and critical friend, who had some interesting takes on some of the stands. It was great for me to see the world through his eyes. He is a practical chap and even I struggled to explain terms like Hybridization (anyone?) and why every stand advertised a ‘Solution’. Software has clearly been a ‘dirty word’ for some time and we have not noticed. Thinking about it plumbers have also morphed into ‘Plumbing Solutions’ too. Thankfully, Barry was not at Olympia, otherwise I might have had to explain the £9.99 housing system too, and what those two ladies in the Deeplake T-Shirts are selling. I don't know if he caught DtL Creative & Sovereign Business Integration Group's Spotlight service either!

I have offered to do a double-act with Barry at a future event, it will be fun and transformative I am sure, watch this space 8-)

Related Post: Are our systems really so agile?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Gomez - Whippin Piccadilly.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems or issue.
File Under: 360,1stTouch,4Js. , 07854655009 , ," """" ",,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App .

Play To Win

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

I was quite proud this afternoon watching Louis Hamilton bag his 2nd world championship in the Formula1. Well deserved and great to see another British driver join that little exclusive club, including Graham Hill and the Flying Scot, Jackie Stewart.

It demonstrated that given a great car and even greater driver can take it to victory. I used this same analogy this week during some training I led, concerning how to make a good job of procuring systems. If you consider the new system as a formula1 racing car, the project just needs to help you get the car that suits your needs. Your budget, speed, handling and flexibility required.

Users need to be involved and take ownership as soon as they can. They can get in that new system and drive it like Lewis Hamilton, at 170mph to three stars.

Of course they can also just climb in it, with little preparation and engagement, driving straight into the wall at the bottom of your staff car park, writing it off. It's the same car, but that analogy demonstrates its the user driver that is key.

These types of projects are business change based, not ICT ones. Mercedes would never send a mechanic out to compete in a race would they? Don't try doing the same in your projects. Let the ICT team help you purchase, specify and install the new software. If it needs upgrading or goes wrong, they will be there to help, tinker with it and fix it. However, your users and management must take ownership ASAP, as early as possible in the project, otherwise they will never be squirting the champers around on the winners podium!


If you think your organisation could use some help with your ICT or housing processes, please don’t hesitate to get in touch.

Related Post: CRM calls you can do without. What a waste?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Heaven 17 - Play To Win.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation?
Our contact details are here, get in touch we will be pleased to chat about your problems or issue.




File Under: 360,1stTouch,4Js. , 07854655009 , #UKHousing,1st Touch,3squared, 365 agile Ltd, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, Agile, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,Castleton Cambridge,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview,Redstone PLC, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmit, tonysmith, tonysmitht, gotonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmithth, tonysmiththa,tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, housingIT, ITguy, HousingITguy,HousingGuy, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App .

What you need

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

“Apps, that's what our tenants need, don’t they? So they can pay their rent and log a repair. Surely we have to get one made up, they look good too, we would look like a trailblazing organisation”.

The above is not quite a de-facto ‘just heard’ conversation, but is assembled from a few strands of some I have heard just recently. Funnily enough I have been thinking about apps recently as I have just upgraded the old ‘dog & bone’ and took the decision to review what apps I moved and which would be in the first two screens.

I have the usual suspects on the first screen of my phone, which reflects my life-style. Jet set, UK wide, hired hand looking at helping social landlords, get the most of their housing investment. I might be exaggerating somewhat there. However, TheTrainline, TubeMap, AroundMe, Maps, Alarm Clock, CoPilotGPS, Laterooms and Evernote all feature, as well as Twitter and Facebook.

After that, it gets a bit more vague. Apps I use occasionally, maybe less than once a month and apps that I downloaded for a short precise purpose. A lot of those can be binned. Many relate to a specific event and vary in stability, completeness, ability to stay open or relevance to the actual event. I wont embarrass anyone, but it seems to me (and others who have had the conversation with me), having a conference app just ticks a box.

No-one really tests it properly and if they did, would the problems be fixed in time anyway?
So I think, having a ‘Me Too’ type app is a very bad idea. It’s an even worse idea at events I generally go to, that is ‘ones that attract Housing IT people’. You know, they will be the worst critics, even screen-shot-ing it and generally posting it around. However good we think we are, the temptation to point the finger is right there, isn’t it?

So back to the original point, are apps worth spending on for social housing tenants/customers?
Well, one for mutual exchanges might be pretty useful. That's an intense activity that you might engage in for a few months. Anything that helped would be really good.
Logging responsive repairs is often mentioned. With the average tenant only logging about 1.7 repairs annually, the cost per transaction could be pretty high, if anyone remembered from one year to the next, they even had an app for it.

Some of the innovation I find most interesting is where an existing app such as Facebook, used a lot within our customer base, could have our landlords widgets embedded within it. I.E. in my FB homepage, I could log a repair, see my balance and initiate a payment via Allpay etc. Possibly that is a place where some efforts could be targeted, returning a relatively low cost per transaction.

I think you will agree, this will encourage engagement, as its simple and convenient. As John Popham puts it, having people go to the effort of switching to a special app, its just like having to switch over from Coronation St, just when the dialogue is getting juicy, to do something boring for 5 mins on the Discovery Channel. Makes you think doesn't it?

If you think your organisation could use some help with your ICT or housing processes, please don’t hesitate to get in touch.

Related Post: Is this the time for your organisation to get dangerous?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

INXS - What You Need.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation?
Our contact details are here, get in touch we will be pleased to chat about your problems or issue.




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A Perfect (Housing) Day

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy

On the 12th November 2014, anyone in housing and does a bit of Twitter, will know that was #HousingDay. A phenomena punctuated by John Popham's roadtrip and a reputed tweet-reach (yes I think Twitter nerds do describe it as that) of 7.5 million. Here's a few tweets and opinions that show a window on the day http://ow.ly/EcYyX

Here is a less positive tweet from the day https://twitter.com/mhedmin/status/532496504163139585 just showing that #ukhousing is not all good news. Tenants & local activists are always pushing us harder to improve and be better. In fairness, from what I see, the sector is up for improvement. I believe in a 'real-news' not a 'good-news' culture. Well look where a good news culture got IDS with his Universal Credit project. (http://tonysmiththathousingitguy.blogspot.co.uk/2014/11/thankstouniversalcredit.html ).

I spent my #HousingDay at an arts centre in Leamore, north of Walsall (Forest Arts Centre), doing some work with Walsall Housing Group (hashtag #whg since you wondered). It had been set for that day for many months and a fantastic amount of preparation went into it. More than 240 internal repair trade operatives were involved, a lot of their team leaders, and about 12 housing staff, including some directors. Change and improvement was in the air, as we were looking at how a project (hashtag #Dovetail since you wondered), would transform the repairs service, availability of materials and better service to customers.

The #whg Walsall Housing Group #Dovetail Trades day 12/11/2014

The project will make #whg repairs more efficient, save operatives time and deliver even more exceptional service to customers. Everyone wins and this day, part of a big communication, will help the core project team harness ideas and comments that will contribute to that aim.

I know a lot of folk at this organisation and it's a very good one, although I know few trade colleagues. By the end of the event I had chatted in detail to about a half dozen, all appearing pretty inspired, positive and up for change to do things better and improve neighbourhoods, across Walsall. I have got to admit, I was surprised and a bit humbled. These lads (& a few ladies) were at the sharp end of the repairs service and clearly cared about what they did. This is the type of story that would more accurately describe social housing, rather than the usual red top tabloid fodder of scroungers.

If you work in housing and bother to find out the facts, it's an essential part of UK life. Even if we have a nice mortgaged house in a nice area, chances are that some social housing is barely a 10 minute walk away. Better social housing neighbourhoods = better you and me neighbourhoods.

Now, anyone who follows me knows that I do a lot of Twitter. I do my best to give good twitter. However, once again let's not fool ourselves. Getting the world (well UK at any rate), to walk a day in our shoes, housing needs to go way beyond just Twitter. The hundred top tweeters on here take the risk of us all just shouting at ourselves.

From the dismal options we have at next May's elections (hashtag #May2015 since you wondered), I fear it will take much more than a single #Housingday each year, to move the housing shortage and the shortage of affordable (small 'a' up the agenda). Cmon #UKhousing, wake up to this before it's too late and lets truly reach 7.5 million UK adults (most of them not on Twitter). Get the real story out there. No one else will do it. Better to regret what you did, rather than what you wished you had done.

If you are attending next weeks London Olympia NHF IT conference, I will be there both days. If you follow me here, please DM me, or contact me via Linkedin and say hello at the event. Being a NW lad, I will also be at the Manchester Central version on the Thursday 27th. Equally if you are visiting that one, let me know. At the Olympia event, whg will be doing a session called 'Personalising The Call'. Come and see Ann Parkes, one of my users at Walsall, share her experience of how technology, people and process = great customer service and a cabinet of awards. 

If you think your organisation could use some help with your ICT or housing processes, please don’t hesitate to get in touch.

Related Post: Is this the time for DLOs to make a come back?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Lou Reeds - Perfect Day.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation?
Our contact details are here, get in touch we will be pleased to chat about your problems or issue.




File Under: 360,1stTouch,4Js. , 07854655009 , #UKHousing,1st Touch,3squared, 365 agile Ltd, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, Agile, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,Castleton Cambridge,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview,Redstone PLC, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmit, tonysmith, tonysmitht, gotonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmithth, tonysmiththa,tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, housingIT, ITguy, HousingITguy,HousingGuy, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App .

(non) Inflammable Material

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy

It was a wonder material, Asbestos, fireproof, great for buildings, a bit like how well Mercury worked for hats or lead for piping. Alice in Wonderland had a mad hatter and it was only years later that mercury’s link with health was realised. Asbestos is no laughing matter however, it’s obviously a serious problem if disturbed and inhaled.

Most landlords unless they have extremely recent stock, will have some asbestos, often it can only be assumed unless tested. I have been doing some work around managing asbestos, with a few housing clients. These are at various stages in how they manage asbestos and ensure duty of care to staff, tenants and contractors.

Asbestos must always be linked directly to your main housing management system assets/properties. Keeping in an external spreadsheet, turns it into an island that cannot be easily linked in reports and other processes. Such as when you raise a repair. Rather than a job ticket/email going to a contractor stating “Proceed with caution”, communicate what you know. I.E. Expose details of where it is found in the property and what type. Adding a link to a spreadsheet, even if its on the web is less than robust, as a lot of contractors won’t have time or inclination to check. If they accidently drill into an asbestos tile and fill the room with white dust, it will most likely be the HA not the Contractor liable if all reasonable steps to notify have not been taken.

Most HMS now include a Contractor Portal option, so jobs can be issued directly, with asbestos warnings included. Have your asbestos surveyors use it too, so works such as plastering etc awaiting surveys can be progressed faster.

Reception and consumption of the asbestos testing reports can be improved too. If your organisation has an EDM system, ask your asbestos testing to supply reports with the asset reference embedded in its title (i.e. 6751_20141016_21 High St,Cockermouth_Asbestos Report.PDF). Here, delimited by an underscore, an EDM solution could file these automatically for you. Also, ask for a CSV version of the report samples, so this could be quickly imported into your assets module or 3rd party assets solution.

If you think your organisation could use some help with your asbestos process, please don’t hesitate to get in touch.


Related Post: How dangerous is doing things as you always have?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Stiff Little Fingers - Suspect Device.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation?
Our contact details are here, get in touch we will be pleased to chat about your problems or issue.




File Under: 360,1stTouch,4Js. , 07854655009 , #UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, Agile, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,Castleton Cambridge,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview,Redstone PLC, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App .

A Day At The Races

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy

Earlier this week I had the pleasure of a couple of days at the Kirona Optitime DRS conference held at Chester Races. Needless to say I caught up with a large number of friends, contacts, clients and new interesting folk, wrestling with some of their systems.

I went along with a dedicated group of people I do a lot of work with at Walsall Housing Group (whg) , we work a lot on continuously improving our customer journey. As you can imagine, the group I was with were very interested in how many others had tackled this.

Surprisingly, a number of the speakers were still wrestling with some areas such as accurate diagnosis of response repairs, including arriving at reasonably accurate SMVs. Use of front end scripting tools appeared basic at best and often more primitive and inflexible options were in use. Although I don’t think many realised it, some organisations would really benefit from help & assistance in that area. Whg are relentless in their use of scripts, enforcing them widely and keep them tightly accurate and up to date. Indeed, we had Sarah, whg’s super scripting lady with us at the conference.

David Todd lets his hair down and belts out 'Hey Jude' at the Kirona Rocks evening entertainment

While scripting is a brilliant tool in my opinion when used correctly, a good CRM or Contact Manager type solution is also a pretty essential component. By that I do mean one that should be used by the whole organisation, not just where calls come in. If the latter is the only means of populating it, the organisation sees a 110⁰ view, not a 360⁰ one. Whg for one, have recognised this and CRM is utilised universally across staff supporting 19,000 homes, allowing excellent customer service.

Ann Parkes, from whg’s customer service team will be leading a session at the NHF IT conference at London Olympia, Tues 18th Nov, entitled ‘Personalising The Call’. I will be helping with any techie questions we might have, it would be great to see you there.

On efficiency, again The Wrekin explained what can be done with no backlog repairs, weeding out of your worst rated stock and consistent replacement/development. Even being a bit sceptical and looking beyond the statistics, which clearly come out a bit lower, it’s still an impressive story. Backlog/unallocated repairs are the bane of any organisation, it does baffle me why these persist at most places. Clearing those allows faster tackling of repair requests and potentially better service. Knowing your stock categorised by NPV, desirability etc is also essential. Something you should have already to feed into your Living Will, more on that here http://tonysmiththathousingitguy.blogspot.co.uk/search?q=living+wills  

Related Post: Are DLOs ripe for a come-back?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Queen - Tie Your Mother Down (from the album A Day At the Races).
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
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