State Of The Nation

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


Only last week I was on Twitter I was reading a response to a blog post of mine, about organising the calculation of service charges more efficiently. It sounded like a leaseholder being billed amounts for services, that clearly were not transparent and possibly bore no resemblance to what was perceived to be services or value being received.

If you are still doing service charges on the back of an envelope, or slightly more automated in Excel and would like to improve, well you can read that post here.

However, readers of this are probably a bit like me in that I generally receive 'annual statements' from my credit card provider and others, such as my water company, council etc, informing me where all my contributions are spent. It does make interesting reading at times and there are occasional insights, that motivate me to look at other products/services and occasionally change my behaviour.

While as a sector we generally manage to send, or make available statements of account, who actually informs their customers what they have contributed, what it was spent on in their property and how it differs from their general scheme and overall across the RSL/RP?

Easily understood breakdown of where service charges come from are obviously a key part of that, but also information about wider investment in neighbourhood initiatives and improvements, would demonstrate social value was being practically achieved.

If a particular resident arrears were high, it might be useful to make them aware of how the average tenant performs. I.E. 85-95% can generally operate a rent account successfully with minimal issues. Quarterly stats should be easily obtainable.

What about average repairs spend and number logged annually, per property? Can the tenant see and perhaps be informed that the landlord can help, if excessive responsive issues are being reported? Possibly recent capital improvements, are the reason the average for a particular unit has dropped.

What about outlining where training, employment or local health initiatives have been successfully delivered? Most social housing providers are involved in these areas and we should not be hiding what we do and perceived outcomes.

Transparency can be good and not necessary be costly to provide. This is an ideal area to provide in your resident self-service portal. No need for regular glossy brochures and waste.

In terms of showing what social housing is good for, I think it could be part of the fight back, starting with our residents hearts and minds. If RSLs/RPs are failing particular customers or areas, this will shine a light on to it. Also, all residents will have an opportunity to understand where every part of their contributions are going.

Give it a thought, if your systems and data allow you that level of transparency.         
 

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

Related Post: In your organisation, are your systems seriously under-implemented? 

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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.

New Order - State Of The Nation.
(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,#InternetOfTenants, #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, "Social Housing IT",Social Housing ICT, 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 ..

Plan 9 Channel 7

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



Omni-Channel, we hear much of this don't we these days?

Which organisations really understand this concept though? What lessons are there for social housing getting it right? Lets look at ourselves as guinea pigs.

As an individual, what channels are good for contacting me?

Well, I do a lot of social media, active on Twitter and LinkedIn. On a personal level you will find me on Facebook and Strava too. I have a mobile and I think I give callers a few clues how I prefer to be contacted. My voicemail message points to two email addresses and then as an afterthought, a suggestion that "you might want to leave a message as I will always wonder who called". Of course, you will have been listening to my proud Mancunian tones for about 20 seconds by then.

Still, some people insist on wanting to chat. Now I do get that old adage that 'people buy from people'. I get that. If these people were taking me to Costa for a strong quadruple expresso, I would be all ears. However, wasting 40 minutes on a conference call, which would be resolved in five email questions, is not best use of anyone's time.

This month my professional indemnity insurance came up for renewal. Compared with last year I noticed an increase of about 32%, which was interesting as it was nowhere near what was available much lower in the marketplace. I won't be so callous to name the company, but I did say by email, please don't automatically renew and provide me full details of what I paid last year and what it covered. None of this actually was provided, but I had about 30 auto-dialler calls from them over the last three weeks. A bit pathetic really, as if a human had actually left a message to say they might be able to cut a cheaper deal, I might not have gone with an insurer that was 16% cheaper than last year.

The point is that  technology here did not help the organisation. The auto-dialler could not cope with an answerphone and two many attempts were made before engaging any humans. In fact no humans were engaged, so the tech actually lost the business. 

I am a massive fan of technology while it works and its appropriate.  In our systems we need to be selective how we use technology and communication channels. Where and when are important. We need also be able to identify where the selected channel fails, or what times/days work best for that communication. You know what? A call from a human can sometimes make all the difference, now let's not forget that.

If your CRM function, and it might not be so formal as recognised as such, is recording customer/tenant contact accurately enough, it should be easy to profile what is the best time to contact them and what is the most likely time in the day to hear from them and by what channel.

If my suppliers predicted me more accurately, they might have engaged with me by now and retained the business. If your customers are giving you the clues, for goodness sake pick up on them and improve their experience. A clue is we have two ears and one mouth, do twice the amount of listening than talking and we will be communicating and getting on much better.

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

Related Post: In your system change projects, its your users & managers, not IT who need to play to win... 

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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.

The Damned - Plan 9 Channel 7.
(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,#InternetOfTenants, #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, "Social Housing IT",Social Housing ICT, 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 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Low Place Like Home

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


Working from home can be a low place at times. It's essential for many staff, particularly these days for many working for software houses and also increasingly for people working as managers in social housing. I know you can get a lot done at home, mostly more than you can after wasting 40 minutes driving into the office. Sometimes I forget to take my lunch. Its nearly 3pm until I grab a sandwich or raid the fridge. Personally, I thrive on it, Skype and Cuppa Soups a proper life-saver.

One of the dangers of working from home is you can easily be regarded as the house chore master. You are in all day, so can you tackle a lot of the jobs in your spare time, or so our partners think. I have been asked to 'nip down to Homebase' on more than one occasion. Of course I refused and said 'hey I am at work here'. Just because you are in the house longer than usual in the daytime, that cannot make you the dogsbody for chores, if it gets in the way of the work you are trying to get done. If it gets really bad, go into the office if you can.

A great thing about going to work in a traditional environment, is there is usually a set 'uniform' to wear and that delineates work from non-work. At home that is far more difficult. At home it's good to have a particular room or place to work, that becomes a surrogate office. When you are there, or you have your Skype headset on, you are working. Your working space should be sacred, a little shrine. Get some tee-lights, LED ones or a jostick or two for it, to balance your chakras, if you like.

Structuring the day works for me. Up by 8am, shower and probably replying to emails by 8:45. I am more likely to be in plain clothes by 8:45 than in the PJ's, as I am sure it puts me in a productive frame of mind. If weather permits, I might take a lunchtime cycle to break up the afternoon. That burst of exercise and fresh air works a treat for my motivation and clears my mind. After that, its easier to find new solutions to the problems I am trying to solve. If you don't cycle, others have suggested walking a dog can work just as well.

I often have meetings close to home, I am lucky to have a few great places on my doorstep. As many of my readers will know, I am away from home a fair bit. In many ways I cannot win if I am at home too much, or maybe away too much. Perhaps you cannot really win with your partner on that one, so don't beat yourself up too much about it. If I am at home or away, I am actually working, so paying the bills etc, it's not a holiday in Jacuzzis in luxury hotels, more likely overnight in a PrenmierInn, with WiFi.

Sometimes I find myself still immersed in work into the evening or at the weekend. Deadlines are deadlines and if it needs to be done, I will be still doing it. Your family need to understand sometimes this will happen and they will need to accommodate you.

You can get quite low and isolationist at home, that's sometimes a downside. Try to get out occasionally and I promise you, working from home will be an easier gig.  

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

Related Post: Why specify system changes if they never become implemented? 

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

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.

Sneaker Pimps - Low Place Like Home.
(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,#InternetOfTenants, #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, "Social Housing IT",Social Housing ICT, 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 ..

Slave To the Data Rhythm

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


Well I heard at the NHF conference, just recently from Nick Atkin, 'Data is an asset' and we should be 'rethinking the office'. Cheers to both of those, I will raise a glass of IPA to Nick for giving it straight between the eyes, to a room full of housing folk. Quality of data, well poor quality of data is something I see a lot of.

Why are we so reluctant to respect the data, why is regarded as being so worthless?

Older workers may recall the times when data was entered by a team of clerks. Probably this would be the same time when there was a typing pool on the 3rd floor and you could pretty much while away 3/4 of the day, looking busy running around with a piece of paper in your hand.

In case you may have been elsewhere for the last 25 years, those halcyon days look to be well behind us. We seem to do all our data management ourselves now, including all that troublesome use of Word, Outlook and Excel.

In many organisations, I see many users who despise data and really feel a slave to it. "I used to just write out my notes on a form in pen and file it, why do I have to type it all in here now"? We can all relate to why they have to, particularly if you work in the customer services team. Without everybody's interactions & contacts going into the system, no way can it deliver a 360 degree view of the world. Its 110 degree's otherwise at best.

When the form was just filed, it and the questions and answers on it, had little value. In most cases it just audited the fact that the interaction took place. If we were lucky. Data gains value when we can use it to take decisions, or use it for specific purposes like building essential reports and returns. We might use it to improve or shape customer service to individual needs.

Valuable data needs to be always accessible and can be costly to replace if corrupted, lost or access is denied to it. The cost per customer, of collecting accurate data might easily be £50 or much higher. While hardware and infrastructure can pretty easily replaced and replicated, particularly if hosted in the cloud, data needs to be protected reflecting its value. The more data is used, the cost per access is effectively reduced.

Poor or lack of data recording will generally create problems for someone else in the organisation. when they or another third party fix it, someone else feels the pain, other than the original suspects. Until the people causing the data issues are pointed at their problems first hand, and it's their job to correct, they will not get out of their bad habits. If each issue they cause creates them some pain, they will slowly change their bad habits. It is far easier to get things right and not come to grief than constantly be doing the reverse.

To see how data is being used, is also a good driver for users to record it properly, as they can understand how processes and service levels rely on it. Feeling other team data pain, is as useful as feeling it themselves. It can create some good habits around keeping good data and getting the best value from it, like a commodity.

If it's not a useful commodity,  why force our staff to slavishly record it?

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Related Post: Are some of our HMS Supplier implementers One Chord wonders? 

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Grace Jones - Slave To The Rhythm.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


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