We are so (fr)Agile

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

It's one of those buzz-words of the moment, is it not. Agile. There's even a mobile solution being touted with that name. You know who I mean, 'Agile Software Development'. But what's the crack, what's it all really about? In a purest respect, it is about how the software is designed/built, rather than if it is flexible in its deployment. 'Agile' is a great word to have in a sales pitch, as 80% of the audience will interpret it differently. Much like affordable (or 'Affordable' as I would term it). 

From a development viewpoint, it goes back to what my old BSc Applied Computing (Hons) lecturer, Ian Beeson (a super chap), would have called 'user involvement and prototyping'. Even then it was an iterative, flexible, holistic product development strategy where a development team works as a unit to reach a common goal. now, I don't know where you ended up Ian, but you were a good egg, ahead of the curve. last I heard, you were down in Bristol/Bath. If you ever read this, whiz me over a LinkedIn invite will you?

Just to set the scene, here are all the (sometimes challenging) Agile principles

•     Customer satisfaction by rapid delivery of useful software
•     Welcome changing requirements, even late in development
•     Working software is delivered frequently (weeks rather than months)
•     Close, daily cooperation between business people and developers
•     Projects are built around motivated individuals, who should be trusted
•     Face-to-face conversation is the best form of communication (co-location)
•     Working software is the principal measure of progress
•     Sustainable development, able to maintain a constant pace
•     Continuous attention to technical excellence and good design
•     Simplicity—the art of maximizing the amount of work not done—is essential
•     Self-organizing teams
•     Regular adaptation to changing circumstances

Still, back to Agile. it's really about putting your thoughts and designs, under your users (sometimes powdered) noses (Ann, you know who you are...), frequently, to test what you are doing is correct. Getting inside the mind of Ken Schwaber, Communication is the thing. As anyone who has worked with so called IT people, mostly it's fair to say, they are not often the most extrovert animals. It takes a particular IT person to be able to communicate well with your users/customers. In my opinion they are the most valuable IT people.

However, there are some tools that help in this respect and make this an easier path to travel. Wire frame tools are a wonderfully simple method of communicating designs, mock-ups, processes and concepts to your audience. When working with one of the top 5 housing system suppliers, to help design a key module for a true web browser based system last year, I was astounded how well wire-framing communicated concepts telescoped the process to just 8 weeks for me. Balsamiq http://balsamiq.com/products/mockups/ was the one I used, although other wire framing applications are available.

My contract with that customer forbids me from sharing any of my designs with you, (you need to upgrade UH users to see those), but I can share this example. You all know I don't often name names here.

Only this week, I was in a conversation with a new housing group, to be formed from two fine large traditional HA's, looking at another wire-framing application, to help them with prototyping new applications and processes. In my experience, there will be plenty to evaluate and merge. My opinion was "go for it". It's a great way to communicate and validate your requirements.

How often have you had a process with 40 steps, that on discussion, rather than reducing, has expanded to 90 steps. Also with different experts, stakeholders or external consultants being involved, the wheel gets re-invented a number of times. with wire-framing, we have flexible representations that can be re-used and easily adjusted.

Read on to : Learn To Fly

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

Gary Numan - We are so fragile.
(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, please get in touch and let me know!

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Bedbugs & Ballyhoo

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

What an interesting week in Westminster, what with the near catwalk rollout of Cameron's Babes, rejection of the male, pale & stale and the Bedroom Tax / Spare Room Subsidy report buried under it all.


In the unlikely event you missed the gratuitous Daily Mail leg and skirt fest, maybe you were on holiday or living under a stone, you can get up to speed here http://www.dailymail.co.uk/news/article-2691813/Waving-goodbye-Tory-veteran-Ken-Clarke-prepares-end-ministerial-career-Cameron-reshuffle-promotes-women.html
100% less images, thighs & leg flesh accompanied the Mail's brief report on the bedroom tax, sneaked out the same day: http://www.dailymail.co.uk/wires/pa/article-2693488/BEDROOM-TAX-ARREARS-REVEALED.html

Just 4.5% of tenants hit had managed to downsize, due mainly to a lack of one bed accommodation, most being in the more expensive PRS (Private Rented Sector). No surprise to housing professionals, who have been trying their best to flag this up for the last two years. Arrears are up, foodbank use is well up by 163% (http://www.trusselltrust.org/foodbank-figures-top-900000 ) and the benefit bill is still rising.
The press have played a big part in helping portray the 'Spare Room Subsidy' as fair. I am sick of explaining to my non-housing sector friends why this is rubbish. I remember doing some training on site last year, with two very bright twenty something's working for a medium to large housing association. Both rented flats in the PRS and this came out when training moved to HB and the monitoring of expected payments, technical and non-tech arrear.

I mentioned that with UC, HB might in future be paid direct, so explained how procedures would need to change and how that impacted the housing management system in use. At that time un-prompted, one trainee mentioned he agreed with the Bedroom Tax. Interested in this, I asked him where their single tenants in a 2 or 3 bed property might downsize to, as only 8% of their stock was one bed (& already quite actively sought after). On explaining a move to the PRS might double rent, which might all be covered with full HB, the penny dropped. "Won't that increase the amount of HB being paid?". Yup. The right wing press don't mention that.

On mentioning UC, there is another IT and process disaster being played out. Only the delays are preventing failure so far. Rather than scrapping the system now, we will in 2 years time, to do it properly (with the detail this time) or scrap it entirely. So on the reshuffle, where was IDS & Eric the Pickles? Two 'Pale and Stale' white chaps if I ever knew any. Definitely laying low those two. One would think that they both were actually meeting their briefs. That would be true if the hidden agenda was to 'break' the benefits system so badly that it was impossible to claim for very much at all, that you were entitled to. Now there's a thought...    

The only silver lining to this whole bedroom tax fiasco is that many housing associations and groups have improved their data, in attempts to better understand their customers, sizes, needs, income, issues. Most organisations where I work have far better links with local credit unions (or set one up themselves), and are visibly working better with other local community resources. This data is important for so many reasons and if the Bedroom Tax is going to go away, that insight must not be lost. Keep improving the information we have and use our systems, imagination and switched on managers to continue to join the dots. Ensure users know the processes to be followed and manage them to keep them on the right track to keep improving data accuracy, for the use of the wider organisation.

Next: Do you take the customer journey seriously?

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

Echo and The Bunnymen - Bedbugs and Ballyhoo.
(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, please get in touch and let me know!

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#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,south view,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, 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

Communication Breakdown

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

Twitter is a wonderful thing. Even more so I think, when you meet some of your mutual followers in real life. I had the great pleasure of meeting one of my followers this week for a spot of lunch and a chance to put the social housing world to rights. Rest assured, next month, we will be tackling the Middle East.

Yvonne is a retired, but very active as a social housing tenant, in her community and with her housing provider. She has completed many TPAS courses and takes pride in spreading the positive message of involvement with her landlord. IMHO we need plenty more Yvonne's in our homes and many more of her age digitally connected/happy to educate others. A keen eBay'er, I put her on to Auctionstealer.co.uk and Quidco to further enhance her on-line shopping savings.

More and more retired and older residents are now being introduced to the web and how it can improve their lives. I feel that even compared with two years ago, we are in a very different place. Even Barclays are getting in on the action. They know the cash and service improvement value of customers using the internet, rather than physical branches to bank. See https://www.youtube.com/watch?v=diWTH3QIcuY where the pleasures of Google maps, Skype and of course Barclays fine on-line banking are revealed. If as an RSL you have not got an interactive internet portal, for customers to log/check repairs, see rent statements/make payments or log ASB etc, you are already failing badly.

I was interested to hear from Yvonne, what she felt was the biggest area she felt would improve her relationship with her landlord. The answer was better communication. "They never come back to me", just about sums it up. Communication is the key. Quite often, tenants ask questions on the telephone, by email or other channels and those requests can just be lost. Not intentionally in many cases, but frustrating nonetheless.

So how can IT and software applications tackle this? Well, most integrated Housing Management Systems incorporate CRM, Front Desk Query, Tasking, Workflow Trays etc, so we have the means of recording all these interactions. So we have the means. If you don't have the means, find out what you could introduce to supply this element. The next step is to have everyone buy in to use it. Now that should not be tricky, but you would be surprised how often people connive to resist introduction of CRM & tasking.

Now for me, I like the idea of a task tray. All the things I need to do, and when they are due. To meet the communication needs of residents like Yvonne, CRM needs to be used in both directions. That is where many organisations go wrong. Log interactions from your customer services centre and also when your staff interact, out of the office. In fact ALL interactions need to be logged (or accessible) within CRM. Tasking should support escalation, referral and effectively provide a 'snail-trail' of how that piece of communication was dealt with, at each step of the way. All staff need to be engaged, any gaps will create vulnerabilities and inevitably complaints. Those complaints cost money.

So have you got the software applications in your housing organisation to prevent 'Communication Breakdown' and are you really using it properly?

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

Read on to, 0845 on its last call for our customer service centres:

http://tonysmiththathousingitguy.blogspot.com/2014/05/last-call-0845.html

Led Zeppelin - Communication Breakdown.
(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, please get in touch and let me know!

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#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 , CRM systems, 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 , tonysmith, 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, CRM systems for Housing, HousingCRM, CRMsystems, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App