Saturday, 8 June 2019

Making The Most Of Digital Self-Service

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


This week I have felt that I have truly done the length and breadth of the UK, working onsite with four different Social Housing clients, in England and Scotland. They were all pretty diverse and apart from one, which offered very specialist housing to residents with diverse mental health needs, has I guess, a similar demographic of their customers.

At each this week I was involved in a conversation about self-service, channel shift (Oooo, that phrase does make me cringe!), Omnichannel (that makes me feel much more customer focused) and what services to offer in web/app self-service. Strangely too, all conversations involved reference to how vulnerable/open to self-service residents might be.

Increasingly in some circles, self-service in 2019 sounds like it should be ‘done and dusted’ and a no brainer, for all organisations to introduce. This I find is far from the truth and many organisations clearly need help, direction and to see how others have gone about it successfully. So I am pleased that there will be another ‘Digital Self-Service Conference’ this year, Oct 9th in Oxford.

Click here to register with TONY05 discount

Last year’s was really useful, not just that some excellent case studies were showcased, but also that there was much valuable interaction between attendees. In a sector where others have had successes, made gains from learning as they go, and many strategies can be used to achieve great outcomes, it was super to see it all in one place for a change. I will be there this year and if you use the code TONY05 at the checkout, you can grab an additional discount.

Still, getting back to my discussions this week, some of it centred on ‘vulnerability’. Followers on Twitter might have spotted me engaging with a few threads where a number of SocialHousing residents had quite rightly criticised often overly paternal processes from some landlords.

The sector can get hung up on thinking that services and interaction should concentrate on the low percentage of residents who truly may meet that description. Danger is, assumptions that every resident may be regarded/treated that way, which is not reality.

Digital services for example, absolutely must always be designed around the bulk of residents, not the minority. A reality is that the digital way is not for all. I am digitally inclined, but occasionally I voluntarily choose not to self-serve. These are common and volume transactions, the low hanging fruit so to speak. Providing these digitally by app or response website, frees up staff & resource to provide better services and/or support to the 10% or less of residents who genuinely need it. That way we manage convenience for the many and can properly resource the more intensive areas, face to face, providing much better service for all types of residents.

This years’ Digital Self-Service In Housing Conference is at the The Jurys Inn Oxford, Wed 9th October 2019. Early bird registration from just £150, be sure to grab some extra discount with the code ‘TONY05’. I am pleased to give it a plug as its organised to be non-profit making, with any surplus going to housing charities.



Do let me know if you are going, no-doubt I will be live tweeting throughout the event. I look forward to seeing you there! 

Related Post: There's more to agile & mobile working, than just jumping on the wifi at Marios cafe 
 

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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.

Dodgy – Making The Most Of ItDodgy – Making The Most Of It.
(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,Housing Portfolio Management System, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, InfoBoss, 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,Portfolio Management System, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, 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, Social Housing Software Applications, 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, 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Sunday, 26 May 2019

Theme from the A-Team


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


It takes me back to those 80’s TV days of the A-Team when you occasionally encounter Mr T, B.A Barracas advertising Snickers bars.

This popular show featured cartoonish violence (in which people were seldom seriously hurt), formulaic episodes, its characters' ability to form weaponry and vehicles out of old parts, and of course, its distinctive theme tune.

This isn’t that far removed from what many big system projects require. Apart from stubborn and dogged determination of ‘finishers’, (somewhat rare I find at times), some clear organisation (possibly some coming from moi as a Critical Friend), we need team members who understand the system and can think out of the box. You wouldn’t think that could be so difficult to create, but incredibly it is at times.

Early on with most clients I work with, I go out of my way to make friends and understand everyone’s capabilities. Often a number of staff members I meet stand out, becoming my default go-to people if I had a choice.

In many projects, for the ‘project team’ I have been offered what I might call ‘spare or inappropriate staff’ or the C or D Team. Being the black and white professional (proud) Mancunian that I am, I am quick to flag this up as a potential oversight and in some cases, putting an important project in jeopardy, right from (before) the start.

On many occasions, managers & sometimes directors have sternly let me know, “You ain’t getting my best staff on that crucial system and transformation project, fool!”.

At which point I generally politely remind them that if the A-Team are not involved, the result will be unlikely to meet up to our future needs and ‘transformation’ is likely to be rather watery at best. ‘Pi** Poor’ is one way I actually put it at one client.

How many times have you worked at organisations where this was the case, or even you might have been on some of those projects? Paying lip service to it all and not delivering quality staff for teams, results from my experience in weak transformation, extra costs to fix what they got wrong, blame culture, partly implemented systems that will never be completed and massive delays.

There is a cost to getting the A-Team involved, but it is a tiny drop in the ocean, compared to the massive benefits that await a well delivered project. Factor and cost this in, plus some back-filling if needed. Back-filling is a necessary evil, but why not consider helping less senior staff act up, and backfill their posts instead? That way you can potentially develop staff, in a healthy business culture.

Think on about the above and you and me can be smug after smooth and richly functional go-lives, smoking a big fat Cuban cigar together, remarking “I love it when a plan comes together”


Related Post: Webchat is so 2000’s, have you woken up to ChatBots yet? 
 

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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.

Mike Post/Pete Carpenter - Theme From The A-TeamMike Post/Pete Carpenter - Theme From The A-Team
(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,Housing Portfolio Management System, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, InfoBoss, 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,Portfolio Management System, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, 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, Social Housing Software Applications, 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,Valueworks,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ...





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Saturday, 11 May 2019

With A Little Help From My Friends

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


At the end of last month, I had the pleasure on the last Monday of it, to go live with one of the smoothest migrations, from one integrated housing system to another, I have experienced for some time. It was down at Homes In Sedgemoor, the ALMO of Sedgemoor District Council, in Somerset. They often get confused with that other similar sounding ‘Sedgefield’, up in county Durham and for avoidance of doubt, I often say “near Taunton” for avoidance of doubt.

Watchers of South West English Social Housing and associated award ceremonies, will perhaps be familiar with #GoTeamHiS, an ALMO substantially punching above its weight. IMHO, many have much to learn from the Homes In Sedgemoor approach and particularly of its modest, but fantastically effective and likeable CEO Jen Barfoot.

Anil Majevadia, Javed iqbal, James Drury,Emma Jones, Tony Smith & Mike Carpenter
For a landlord of getting on for five thousand homes, and only around 65 staff, a full change of system, plus adding enhanced self service and staff mobile working, is clearly a big ask. Its no surprise then that they recognised the need for some critical friend help early, in order to assist the small core team (just two) and the wider management team, to organise themselves, work efficiently and manage their supplier effectively.

I am often asked what it means to be a ‘Critical Friend’.

I often explain it’s a bit like a person at your side who cares about you and when you ask, “Does my bum look big in this?”, you will get an honest answer. Also, if I am doing my job properly, I can point you to some effective under garments or a gym where you could consider getting your buns toned up!

Its that simple honestly, although many teams with large software and transformation projects struggle on, with a certain distrust of staff, what they are telling them and if they are indeed ‘doing everything needed/necessary’. Just get a ‘Contractor’ in, is often the refrain and while they may get on with it, there will generally be little around knowledge transfer and the organisation will be little wiser going forward into ‘Business As Usual’. Connecting with the right critical friend is, well, critical. Personally for example, I am a finisher. However long it takes, I will promise to be there and work realistically.

That last point is crucially important. As Brits, we are such a polite nation. We generally cringe a little if we have to deliver bad news and we are terribly optimistic. Where systems are concerned, in particular. We assume all issues are going to get resolved, our config is spot on, when UAT starts, no significant issues are likely to come out of it, we will have enough data cuts to be 100% confident of our data quality migrating between systems.

A reality check now good people. The world of changing systems is nothing like that. If it can happen, it generally does, so expect it all and be thankful when its not as bad as it could be. As a critical friend, I bring a lot of essential tools & techniques to the table to structure this lot and keep suppliers to account. Its my bag of ‘lessons learnt’. A folder I keep, called ‘Uncommon Knowledge’, after a really old month publication around a long dead database environment.

Suppliers reading this should not be worried. I only hold ones to account that need it when they are incapable of working as partners, as one big team with the client. I have met people who think suppliers always need beating up, even when they have done no wrong. Like some kind of 50 Shades Of Grey fantasy. I honestly don’t and will be the first to back up suppliers with genuine extra change control, if its really necessary. Goodwill needs to be built up on both sides and is a valuable commodity to be traded.

Needless to say, Homes In Sedgemoor went live when planned, using a very structured UAT and go-live timetable, citing timings, responsibilities etc. Monday of the go-live was quite a non-event, it went so well. Our supplier (Capita) told us it was “one of the smoothest” they had experienced.

So the right Critical Friends are good for Social Housing Organisations, as well as suppliers. Always question any consultants you do have in situ. Are they enabling the project to go-live as expected & in time? If not, seriously consider their future.

I care about knowledge transfer, guiding organisations I care about, through a journey I have done 20+ times, that they may only do once in 20 years. It drives me forward too, helping gift great tools to staff I have worked months or years with, to improve what they do and improve customer service to residents. I know the new system will enable Homes in Sedgemoor to further fill their (existing bulging) awards & trophy cabinet with more well justified awards. The thought of that is one of the things that gets me out of bed every morning.

A massive thank you to everyone at Homes In Sedgemoor, who made the smooth migration from Academy to OpenHousing happen. Particularly the fabulous Emma Jones, Javed Iqbal, (‘ar kid) Paul Barry and Rob Starr and the team champions (you know who you are – thanks for taking ownership).

If you have a project taking too long, going too far over budget, feel free to contact me & I will be happy to provide some free pointers. More astute organisations may want to consider connecting with a critical friend before projects start. That’s where the most difference can be made. Most of my customers save my costs many times over in extra change control cost and time saved. Always available for a chat!

Related Post: Who is in charge of your self-service for customers? Comms or Customer services? 
 

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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 Beatles - With A Little Help From My FriendsThe Beatles - With A Little Help From My Friends.
(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,Housing Portfolio Management System, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, InfoBoss, 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,Portfolio Management System, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, 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, Social Housing Software Applications, 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, 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. . . . . . . . . . .

Saturday, 4 May 2019

Like Sugar

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


A lovely tweet from a lovely site I work with, got me thinking today. They were suggesting rewarding staff with mugs of Haribo’s, leaving gifts to say, “Hey we appreciate you sugar”. Awww, isn’t that the greatest? Wow, you are part of our lovely team and here’s a sugar rush treat.

Wow, most of us spend more time at work than we do with all our significant others. Why cannot we make it more pleasurable, more productive and it flies past. We hardly know when 5.15pm has come and gone.

Homes In Sedgemoor is where the tweet came from, (Somerset that is not Geordie land – for the record). An ALMO where I have seen fantastic evolution, and massive positive effects on the communities in which it works. It’s a place I am slightly gushy about and that’s quite rare TBH.

Anyway back to the sugar. Its been a bit of a secret weapon from the food industry for yonks, but its been a tool in my armoury for over a decade, I am not ashamed to confess. Sugar does break down some serious barriers. Many clients of mine will have seen me rucking up with Borders Chocolate Gingers, Asda 12 jam doughnuts and chocolate covered Hobnobs. In Scotland, a few Tunnock’s Teacakes© break the ice, In Northern Ireland Rankins, Brown Soda Bread has often hit the spot for me. Toaster needed OBVs!

All of this stuff costs pennies, but in my career has won we so many friends.

At the risk of channeling Susie Dent (lexicographer and etymologist) at this point, Did you know that the root of the word Companion, is a group of people who share bread together. ‘Pan’, like ‘pain’ in French, ‘Pan’ in Spanish and ‘Panem’ in Latin. Con = with.

Share bread, food or cake and you cannot fail to make friends. Its hard wired into each and every one of us.

I remember many years ago, working with staff at the William Sutton Trust, which became part of Affinity Sutton, then Clarion. That William Sutton was a smart cookie. Every Friday he furnished all his staff with a loaf of bread. As far back as 2009, the tradition still endured, although it was a Friday cream cake. I am uncertain if Clarion still perpetuate it, do let me know if at Tring, an office is still there or the practice still exists.

The point of all this is that food (& sugar OBVs) builds bridges. I think it does anyway. I have what I expect will be a challenging meeting next Friday and I will be investing in some chocolate covered Hobnobs, to break the ice. Also underlying the fact I am just like you and you know what people, I am here to help.

So, if you see me or anyone else coming at you with sugar, we come in peace with carbs. Its cool, roll with it!


Related Post: Do we deal well with the state some properties are left in and are costs ever recovered? 
 

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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.

Chaka Khan – Like SugarChaka Khan – Like Sugar.
(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 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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,Portfolio Management System, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, 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, Social Housing Software Applications, 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,Valueworks,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ...

Thursday, 25 April 2019

Dreadlock Holiday

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


“I don’t like Cricket, oh no, I love it”

I felt myself getting quite nostalgic a few days ago, when passing my local village Cricket Club. They were replacing the old mechanical scoreboard, probably originally back from 1881, when the club was formed.

Now I like technological improvements,  but what type of difference will that actually make?

I think in any conditions the old white on black numbers are readable. As a small village, we don’t play 20:20 matches with a coloured ball, under floodlights. In fact besides a poor floodlight in the car park, we are not really of a size to need lights. So I am not convinced customer satisfaction will be impacted here. At several hundred quid a panel, it’s quite an upgrade.

Should we be messing with that English summer experience, of leather on willow, and all that?


Spookily enough, when I took the photo above, I did encounter the old chap who scores in that box and I asked him his opinion.

He said he wouldn’t miss each spring when all the numbers need cleaning, setting up and checking they still work ok. Well at least one bloke is happy with the change.

I would be more seriously kicking off, if the village church from the 1300's, was going to get its clock changed to digital. That would knock me over the edge!

Once we lose our heritage though, it can never easily be recovered. Heritage might be harder work to enjoy, but definitely worth it in my book, in the right situation. Ask anyone who has an old Triumph Stag, if they would prefer something more modern, without a ‘choke’ and two additional gears. I think I know what the answer would mostly be.


Related Post: Have you ever considered taking all your staff out for a day, to get them to understand the importance of data? 
 

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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.

10cc - Dreadlock Holiday10cc - Dreadlock Holiday.
(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,Housing Portfolio Management System, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, 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,Portfolio Management System, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, 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 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Thursday, 14 March 2019

Jet Airliner

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



It was shocking to hear about the recent Boeing 737 max crashes recently. Even more worrying that it was software possibly to blame.

There’s been a few places I have worked where to be honest, I would be reluctant to fly, if I knew they had provided and tested (hopefully thoroughly), the software within and controlling it.

The anti-stall feature of the Boeing 737 MAX 8, apparently activated before the Ethiopian Airlines flight 302 plane nosedived into the ground.

The same mechanism was suspect in the Lion Air crash in October 2018. Between the two crashes, 346 people died onboard.

The feature, called Maneuvering Characteristics Augmentation System (MCAS), is designed to help prevent a stall if a plane flies at too sharp an upward angle and, as a result, the wings lose their lift. But if activated at the wrong time, like shortly after take off, the system can force the nose down, causing the 737 to suddenly lose altitude.

All Boeing 737 Max 8’s across the world have now been grounded for some weeks.

How such software could get through safety checks from the US and national aeronautical authorities, clearly needs reviewing. More seriously, it’s come out that in both crashes, the two planes were similar in that they lacked two key safety features, that possibly could have prevented both accidents. Essential sensors were being sold as ‘optional extras’, at extra cost.

Those two safety features in question were an “angle of attack indicator” and an “angle of attack disagree light”, both of which were not included in the aircraft by Boeing as standard safety features, according to a report in the New York Times. If features or services are essential to a product or project, should they not be priced in from the start and delivered, to preserve the integrity of the whole project?

What has this got to do with social housing system project delivery?

You might well ask.

I am seeing in more and more projects, essentials initially priced in and sold, such as hand-holding support on go-live, over weekend cutovers, that come back twelve or eighteen months later as ‘Change Control’. In any procurement, cost will make up a significant part of scoring criteria. Lower cost tender bids are clearly more favourable. However in the process of agreeing a solid project plan, finalising a PID (Project Initiation Document) and subsequent reiterations of the project plan, much can change.

Be careful that in your projects, some of your ‘safety features’ are being quietly dropped and re-added later as ‘extras’. Limiting the number of included data conversions, is a common slight of hand. I have often asked at the initial sale, “So you are saying that just two data conversions and  ago-live one for a £2m systems project is sufficient, in your professional opinion”?. “Have you examples recently where that has been the case”?

In my mind at that point I am probably aware of at least two projects where that supplier has been involved, where they are on their 4th or 5th (and often maybe more!). I have still to have been given a valid site to contact, from any of these suppliers, where they managed what’s been suggested.

So, in your projects be aware of the safety features you need, have them priced in and don’t lose them in the duration of your 12-20 month project. Otherwise, just like those unfortunates in the Boeing 737 max 8 disasters, your budget and perhaps your project may tend towards crashing and burning.

Clearly too, when Boeing do crack that software clitch. IMHO, they should send all their directors, CEO & managers on the maiden flight!

Related Post: WiFi - As essential now, as the air we breathe?  
 

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

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.

Steve Miller - Jet AirlinerSteve Miller - Jet Airliner.
(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,Housing Portfolio Management System, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing 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Thursday, 28 February 2019

Right Next Door

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


On Twitter, anyone who follows me, will know that I am always very interested in resident woes. I always want to know more, as it shines a light in many cases on ignorance, poor communication, governance/control of contractors, or in some cases residents who in whatever situation, are hard to please.

I must say (as I know quite a few tenants who read this blog), overwhelmingly, it’s the former, not the latter.

On a few occasions, I have read tweets & threads about residents, particularly in blocks and towers, not being allowed doormats and now video doorbells, the like of Hive & Nest supply.

Doormats when identified as fire risks, seem to make informed residents smirk and often kick-off, as their blocks are often less than what can be described, as ‘Fire Safe’. I have chatted a number of times with lots of contacts, such as Phil Murphy (@MancCommunities) on this one. It’s hard to see if this one is about a fundamental misunderstanding of general fire safety in residential blocks or overzealous paternal instincts. As Grenfell showed us, coconut matting doormats are the least of our worries.

So what of video doorbells? How could they be a danger?

Well it seems from some threads I have followed, they are a danger to contractor and servicing transparency. Some facts could be revealed that servicing contractors might preferred to be buried.

Servicing is statutory and should be undertaken with residents taken into account. Adequate communication, attempts to provide sensible appointments, gain access swiftly and efficiently. Solutions I often work with, are designed to make this all as painless as possible, enabling a high degree of “Getting it right 1st time”. It’s a no-brainier to work like this, as its actually the cheapest way to deliver a high quality service.

From anecdotal stories, this is not the experience of quite a few residents. Central London seems to be a particular problem, but I have read and heard stories from all around the UK. From where I am looking, transparency seems to be an issue, often between Landlord and (serving/repair) Contractor. The former should at all times be using systems to monitor the latter. Landlord should follow up with satisfaction surveys for residents to monitor. After collating that information, it should be used to better manage contractors.

Landlords are citing video doorbells as a data protection issue, as they might confirm presence of a Gas Engineer, making reasonable attempts or not to gain entry, before they card and record a no-access. I am not sure that argument can stack up. Removing the means of residents to monitor, does not solve probably a very real contractor management issue.

Too much of the ‘rapid carding’ by slapdash or on low profit margin contractors, can be detrimental to the landlords resident perception. This can cause issues with future repairs or potential added warning flags on rent accounts.     Systems software will allow this, although that is not generally their original design intention. If a resident suspects this may be the case, they can make a FOI (Freedom Of Information) request. This will reveal documented opinions, as well as general expected data.

I have experienced contractors who were allowed to ‘mark their own homework’, to a pretty extreme degree. Almost drawing the graph and plotting the data which netted them the bonus agreed in the five year contract every quarter.

Often returns from satisfaction surveys, vastly differed from what contractor stats were being presented. Ramping up satisfaction surveys, using automated systems, has in some cases confirmed issues like that and enabled landlords to attempt to manage out that kind of disorderly behaviour.

Residents should not be automatically put in the doghouse in my view. Their feedback (and video evidence if needed), should not be ridiculed and ignored, but taken more seriously.

Related Post: Time the Development pipeline is better plugged into Asset Management 
 

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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.

Robert Cray - Right Next DoorRobert Cray - Right Next Door.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


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