Car Wash

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


I was sitting on a bus the other day, looking across the street from clogged up traffic. What did I spot, one of those car wash places, that have sprung up, like autumn mushrooms in a forest, in all our towns & cities.

I bet when you were growing up, like me, the carwash was a mechanical thing, requiring no people. I believed what 'Tomorrows World' told us. I.E. We would have more leisure time, more computers would be doing the work etc, etc.

Well. we never quite got the jet-packs either did we?

But how on earth could we go from automation back to manual? That doesn't make sense, or does it?

As experience suggests, most workers at the manual carwash are paid extremely low salary. We are in an economy where some salaries are racing to the bottom. I am told for little more than £9k you can pay someone to manage a whole Travelodge. It's not a world my old man would have recognised. but it's here and we need to work with it.

What's this got to do with IT? You might well ask.

Where it comes into play is how sometimes we have unreasonable expectations that IT applications, or our ICT team, should be applied to support 100% of our needs. Clearly this is unreasonible and by now, regular readers of this blog will be quite rightly screaming, "What about the 80 / 20 rule?".

Quite right too.

Our application systems must support the 80% of our bread & butter processes, which are in effect our low hanging fruit. Fail to recognise your low hanging fruit at your peril. Maybe a lot of that remaining 20% could be supported by (semi-)manual processes. I have seen a lot of situations where actually, that last 20% maybe should be dealt with in a manual manner. It goes against the grain, no doubt about that .

Often, using low paid interns, younger workers, students is far more efficient than spending a lot of money twisting the IT solution to those last few requirements. Often people seemed intent on pouring money into ICT to do a lot of things that actually, (the right) people can actually accomplish far better.

So, my suggestion is, don't be ashamed when your ICT solution only makes the key 80% of your processes work well, recognise when people not IT works better, perhaps it was not to be, revert to manual.

     Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: Don't judge books by covers, or application software by how its badged... 

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Rose Royce - Car wash.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT 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 and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, 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,Civica Genero,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, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,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,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,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,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, 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,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Not Gonna Change

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


If you are a regular visitor here, you will know that I regularly blog about change. Looking at things differently, being more efficient, saving time, money and trying hard to make things work better. From where I am standing, it looks like a noble cause.

Now change isn't everyone's cup of tea, I get that. Inevitably though I am involved in helping someone, change something, pretty much wherever I work. Working smarter is what IT does let us do. Its scalable in a very different way to the use of human admin staff.

But what can we do when some of the main themes of change threaten to unseat some of the well-entrenched teams within our organisations? '

I have encountered ICT infrastructure teams, not being keen first on virtualisation, then the mystical and unreliable notion of 'moving server capacity to the cloud'. As I have heard people describe that feeling, it's like 'turkeys voting for Christmas around here Tony'.

That is one example that I have seen on a regular basis over the last five years. In that time, The Cloud has come of age and so have contracts and service agreements which police the safety of our data, when its migrated there. More and more data, storage and applications are being cloud hosted or via a robust managed service.

Arguments in its favour are being won and you know what, I am noticing some infrastructure teams, you know the ones who used to look after 'The Tin', are shrinking. I have known some of those displaced staff be retrained and re-deployed in ICT roles, in the same organisations. 
Cloud being one thing, the next biggest migration everyone is working on is 'Channel Shift' & 'Omni-Channel'. I am sure you will agree.

A story that I heard recently, related to a substantial sized customer service team, meeting to kick-start the journey to 'Channel Shift'. Internet portals and tablet Apps were discussed, the usual stuff. As anyone knows who has done any serious work in this area, the low-hanging fruit transactions are the ones to be tackled first.

Logging repairs and payments are probably the logical initial ones.

As soon as some detail was being put on the Omni-Channel bones, some of the ambitions were being toned down. When asked why it was not going to be the 'puppies privates' for customers, the riposte was 'well, we can't make it too good, it might affect the size of our service centre then, if we were not getting enough telephone calls'.

Well, if I was in that meeting, I might well have remarked, "isn't that quite the whole point?", because it clearly is. Getting transactions done in pence, not ten pounds a time, is totally the point.

The customer culture inside Ryanair and Easyjet is no doubt very different to that in most of our own organisations. Chances are neither started with a sizable call centre post 1997, most transactions online, from that first wet-leased charter from (London [sic]) Luton to Edinburgh. They still let you phone the call centre of course and you will probably get through faster than phoning HMRC. Maybe 20-30 minutes after suffering some bland techno. It drives you to the website, to do your business there.

However, how should we deal with a shrinking service centre, where the staff have noticed it may be shrinking?

Some of the existing KPI's might certainly need a good looking at.

Should the service centre be picking up 85% of calls within five rings? If CTI can identify callers who may be over 65 years old, vulnerable or having a designated disability, maybe those become the service centre priority? Agreement with the board and/or TP groups might even allow online to be a preferred channel, if we make it easy enough to use. Forms need to be simple to use and multi-platform, fitting tablets, Smartphone's and laptop devices well.

Payments must be simple, like paying for stuff on ebay. User-centered design at all times, with existing processes re-engineered to reduce number of steps required by the customer.

A KPI looking at overall average cost per call type, rewarding a declining value and increasing satisfaction, might be just the motivation needed.  These are the new yardsticks IMHO, for our service centre managers of the future. Empires of the past will gradually be swept away. If not, they will be priced out of existence.

Great service centre managers will need to preside over lower transaction costs, rather than a big swanky team of advisors. Its going the way of the typing pool my friends, or maybe ICT hardware & infrastructure teams. Mark my words.

     Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: Don't judge books by covers, or application software by how its badged... 

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Swing Out Sister - Not Gonna Change.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT 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 and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, 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,Civica Genero,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, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,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,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,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,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, 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,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Oxford Spires

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



It's the time again for Social Housing IT professionals and everyone looking to manage change and improvement, in the sector to decamp to everyone's favourite English University town. Yes, Oxford and specifically this years' Housing Technology conference.

It's at the Oxford Belfry, near Thame, over two days March for the Housing Technology 2016 Conference.
We all know how squeezed we all are in the sector, new challenges ahead and this is an opportunity to see how others are working to get it right. Here are some of the gems that I picked out, that I will particularly be looking out for:

• Accent Group: Tenant engagement across 19,000 homes with a single service centre
• Adullam Homes: Mobile working in a rural portfolio
• Catalyst Housing: Securing your organisation
• Circle: Driving value from relationships with your IT suppliers (a theme I like!)
• Havebury Housing: How to compile your asset register
• North Hertfordshire Homes: What does channel shift look like?
• Seren Group (Reach): IT supporting our care and support services
• Wakefield & District Housing: The secret to a true enterprise wide mobile workforce
• Your Homes Newcastle: Taking dynamic scheduling beyond responsive repairs

As can be seen, I personally favour client experience over supplier claims, as anyone knows 'all is perfect' in 'supplier demo land'. It's great to learn from the insight generated from making something work in situ. You might well spot me in some of these sessions.

A number of my contacts, blog readers and twitter followers, have already let me know that they are going for one or both days. If you are intending to be there, and fancy chewing the fat, or exchanging some war stories with me, get in touch!  

There's still a week or so to sign up at http://www.housing-technology.com/events/ht16/register/  , take the opportunity to get along  and apply some of these ideas in your own organisations. I promise you, it will be worthwhile. See you there!

     Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: Can there ever be a good handover, from software sale to implementation? 

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


T-Rex - King Of The Rumbling Spires.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT 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 and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, 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,Civica Genero,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, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,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,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,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,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, 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,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Extra time....

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




This week I was at the recently re-booted NHF IT Conference & exhibition at Stamford Bridge, Chelsea FC London.

This used to be a perennial event about the third week of November at Olympia. The previous timing allowed attendees to squeeze new applications and services into the budgets that were being prepared for the following year.  Using a sporting venue does remind me of many of the old Northern Housing Consortium HiTex events, and memories of Villa park, York Racecourse and Wigan Athletics ground, to name a few. It does make a change from Olympia, which at times could be an irritating venue at times. 

It was great to meet up with so many friends, colleagues and clients from
There was some interesting seminars, the better ones being on the second day, I think by popular consensus. Nick Atkin of Halton, Bromfords Paul Taylor and others, did give some 'good housing' . I would like to see more of this at these events, better to see experience of doing, rather than suppliers telling us 'How good its going to be'.
Everyone will have noticed Castleton's cheeky Star Wars themed display, justified winner of best designed stand. I wonder if anyone cleared that one with Lucas Film? Sharp eyed attendees on the first day will have noticed this years' 'stand fail' (which has caught out Netcall in the past). There is one about every other year. You know that misspell of 'management'. A contact of mine quipped 'Well they must have QA'd that stand like their software' (Meow!).  Also, a few noticed an acknowledgment to this blog & my influence buried in someone's sales collateral. It's nice to be appreciated 8-)

Attendee numbers were down somewhat, which is only to be expected in our sector where managers and staff are under increasing pressure. Also, proximity to other events around this time has obviously meant that some suppliers have chosen to only do some, not all events, as did some attendees. All organisations running events like these, need to work harder to keep footfall up and keep the content compelling enough to draw the crowds in.

right across the UKhousing sector. A networking drinks reception and evening dinner was also laid on, which made it easy to network over a few drinks.

NHF IT returns in December, Manchester. A city which seems to be drawing a number of housing related conferences in recent years, including the main June CIH, Orchard and Civica events. I will be there in December and I will be looking forward to sharing some more war stories and gossip over at the Britons Protection, nearer to Christmas 2016.

     Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: How well do you protect your data? 

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Hot Club De Paris - Extra Time, Sudden Death (my fave mix of this).
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT 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 and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, 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,Civica Genero,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, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact 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tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,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,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,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,Symatrix Human Capital 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Behold The Rent Collector

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





There's no end of places these days where I have heard the phrase, "We should be concentrating on the bread & butter of our operations" - Yes getting in the rent.

Most of the UK social housing community are reeling from 1% rent cuts, the possible decimation of supported communities as they become unviable and finally loss of affordable housing stock through RTB2.0

There is a battle on to reconnect tenants with identifying with their rent, and deal with shrinking benefit and the dangers of increasing arrears due to the hit of the bedroom tax. Clients of mine are getting tech-ed up and mobile with hand-held card readers, for collecting balances on the schemes, while also utilising omni-channel to make it just a few clicks to enable a payment.

Many are utilising applications like Mobysoft to go the extra mile when analysing transaction profiles and exchanging credit data to help better predict expected payments. Fully automated dialling services, such as Call2Collect are being used to painlessly generate incoming arrears appointments. For the hardcore arrears, that cannot be tackled using some of those methods, some are initiating the return of the 'Rent Man'. Perhaps not with a bag of 'Gilbert strips', but a blast from the past nonetheless.

Many events I have attended recently, have focused on one or more of the above, although until now, I have not seen one that was specifically dedicated to all the current issues around 'Getting in the rent'.
I am pleased to say, that I will be at an event, I think will finally be addressing this whole subject.  It's in central London 9th March 2016 - http://www.barrymarlow.com/rent-event.html

Many will know Barry Marlow, from his imaginative approach to housing and also his long history in housing.  I have had the pleasure of doing  several events with him, and he has lined up a Stella cast, which promises to inspire all involved in the difficult area of arrears collection.      

The range of speakers and creative thinkers sharing lessons, over seven hours, learnt from successful arrears management include:

• The mighty Tom Manion Chief Executive, Irwell Valley HA
• Peter Hall Managing Director PHHS
• Anna O’Halloran Managing Director – Consultancy Just Housing Group
• Steven Johnson Director Collaborative Change
•   ...as well as a number of others

When I last chatted to Barry, some places were still available, as this subject is the forefront in every RSL's business plan, from St Austell to Stornoway, Derry City to Lowestoft. Grab a ticket while you still can.  This event will turbo charge your arrears strategy. I will be there as I am sure, it's going to be having a big effect on the advice and ideas I will be providing, around improved rent strategies and processes in the future.

My advice is book early at http://www.barrymarlow.com/book.html - I will look out for you down there!

     Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: Some thoughts on when #UKhousing Rent Arrears folks get together 

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Paul Weller - The Butterfly Collector.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT 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 and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, 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,Civica Genero,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, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered 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Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,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,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,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,Symatrix Human Capital Management, TonySmithHousing, 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Time Is The Key (when Gas Servicing)

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


I usually encounter gas service process at least four times a year, when working with various clients. It's a tricky one, always a hot potato as your chief exec can go to prison for it, if not managed adequately.

In these austere times, its one area then, where we might be reluctant to tinker with it, in case we degrade service. Dealing with it in a smarter fashion, we might actually be able to improve service, reduce staff time and save money, which could be deployed elsewhere.
Using some sample stats from a 21,000 unit RSL, it paints a picture which is probably replicated across many other landlords.



Where costs are being incurred for no-access and the admin/letters generated to manage the process, a third of your gas services, could actually be soaking up 56% of the budget. Having the figures to analyse is half the battle, but clearly reducing the number of customers who do not allow you in first visit, is going to produce a significant saving.

Over 21,000 units here, if we could reduce the number of customers requiring more than one visit by just a third, we would make savings of close to a quarter of a million pounds annually. (a third of the difference between basic & real cost £742,637 is £247,545).

The number of gas services requiring more than one visit, will be on the increase as we have a greater mix of shared owners. Most of these are at work during the week and are unlikely to be in during the usual social housing hours, we are used to keeping. Rather than setting up out of hours and weekend appointments as exceptions, only after letter 2 of the gas process has been generated, we should be considering them as a first appointment. This might get us the holy grail of a gas service first time, and improve customer service perception too!

Now a few DLO managers will have their head in their hands at this point, oh-the overtime bill!
Well, how much overtime could we buy for £0.25m? Also, the other tool at our disposal, if we can turn our data into clear information, is our service history. Basic analysis of even just the last CP12 certificate date and time if we have it, can yield some serious insights. If we complete certs by mobile, we will most likely have both date and time. So, we know if we completed each in normal working hours or on weekday.


   
A profile view of our tenant based on previous gas service behaviour, can help us schedule our initial appointment with a greater chance of first time success. Targeting tenants with a previous history of only being available outside normal working hours, we can save many times the cost of a gas service, perhaps undertaken at time and a half. There is probably a case for considering flexible working patterns for gas engineers. Many might welcome this flexibility and incentives could be used to further improve productivity.

This logic driven approach will be far more effective than just starting the service cycle, two weeks earlier, in reducing costs and increasing efficiency. Insight for gas service should not be seen in isolation, other data can easily feed into this area. As tenants retire, have recorded vulnerabilities or move into work, these can all drive the targeting of that first gas service appointment. In addition, repeated no-access from a new tenant, might indicate other factors, such as a safeguarding issue, crime or potential illegal sub-letting.

     Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: Fooled again? Get the Procurement of new ICT solutions right will you? 

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Pierre Moerlen's Gong - Time Is The Key.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT 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 and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, 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,Civica Genero,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, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,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,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,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,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, 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,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

I'm an Orbit Mover baby

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


After my 'shout out' for innovation, I am pleased to have encountered a number of really interesting applications and developments. My (most) favourite (usually swear-ey) COV based ICT project manager (some of you will know who I mean... ) , contacted me last week, to say "Check this out"!
Self-service Jim, but not as we expect it!

Luv and kisses, this is a sweet one to share.

Just recently you may have caught my post on a different take on selfservice repair diagnosis. Orbit Group, who must have a fair volume of new sign-ups every week, have focussed on the lettings journey for self-service. Get that right IMHO and you reduce many potential arrear, repair, ASB and gas service issues. There are a number of efficiency advantages too, as well as providing enhanced 24/7 service, like we experience in the real world of Amazon and Tesco online.

'Orbit Move' takes the applicant and gently guides them through a standard path with support. ID is checked, application claims & status etc, while keeping them in the picture with regular email updates.  More vulnerable applicants can access additional help, from Orbit's service centre. Live-Chat is always available if needed.

The applicant is informed about how they need to budget for the property, and expectations set. Before documents are provided, signed online of course, a interactive map is used to educate about those essential rights and responsibilities. Ingredients of elearning & gamification are used to attempt to make this process straightforward, but memorable.  By the end of this stage, the new tenants understand when and how they will pay for their new home and what is required of them. as regular readers will remember, I am a great fan of the concept of a 'tenant driving test'. This seems to be achieved in a pretty painless fashion.



The last step of course is to plug the new tenant into the Orbit MyAccount.  I think that's pretty neat eh?
So, how do we all get this type of thing in place for our own RSLs?
Orbit have worked extremely hard on the development with Prodo Digital, who are very local to me in Cheshire. Prodo are website, SEO and responsive design, creative specialists, with Smartphone and tablet presentation given priority, for a raft of Orbits websites. This development utilises back end objects, to securely communicate to back-end housing and EDRM systems.

Orbits HMS supplier, like many others in the market place, I am sure provide a functional customer self service portal. Clearly in this case and in quite a few others I have encountered RSLs 're-inventing the wheel' in some respects, by not utilising the available HMS portal module. Possibly these HMS options are not richly functional or flexible enough, too  expensive, not open enough, or there might be other reasons.

It would be good if HMS providers could up their game by quite a degree, with the real world as the quality target to achieve. Features here that Prodo have utilised, such as electronic signing of documents, such as tenancy sign ups, are common now for insurance & other signups . HMS suppliers are either falling short of features like this or they are not provided to the right quality, design flexibility or reliability. Orbit fortunately have high volumes and can generate economies of scale, in order to justify this type of project. They look to have made a fantastic job of it too, if I may shay sho.

It will be possible, but not easy for Prodo to make this easily as a product, as each HMS will have its own interfaces, BPM or webservices to accommodate. The sad thing is that smaller RSLs, perhaps of 10,000 units or smaller, will have difficulty justifying expenditure on such a rich solution as this, having to rely on more lightweight solutions, maybe from their own HMS providers in the meantime.  Now I have had some suppliers trying to tell me they have innovative solutions, but honestly, can they match up to the real world benchmark. Believe me, I have done pieces of work to hold a mirror up to some of these solutions, which is what they need. Better deficiencies are examined in a sealed room, than exposed with prospective purchasers, at an RSL is my view.

It would be fascinating to hear how individual RSLs are tackling this, or others such as Prodo are plugging the gaps. Catch the Orbit Move experience at http://www.orbit.org.uk/orbit-move/

All credit to Orbit here and how the project has been managed by Lisa Odedra, some new ground broken here, for #UKhousing methinks.

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Related Post: Fooled again? Get the Procurement of new ICT solutions right will you? 

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


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