Home Computer

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Working in housing or general IT nobody can have missed that channel shifting going on, to try to drive customer requests towards the web.

I was only with a customer this week where they are looking to make this a reality to reduce customer service centre traffic and also improve satisfaction. The latter a tall order as there is a battle to drive the general public onto the internet to access services and particularly those categorised as “Digitally Excluded”. Top of the list include many residents in social housing and the elderly.

In the UK, government agencies have seen huge success in driving much traffic on-line and reducing back office jobs. Some that I use a lot are buying my car tax disk and filing income tax/vat on a regular basis. These work very well and have weaned us off using a post office (dwindling in number) or local tax offices by providing the convenience of doing it yourself.

Universal Credit, just a few days off now is structured around internet access being key. Putting aside the flaws of bedroom tax and other aspects of changes, this will be a big ask, particularly for many claimants who have had no real access to computers or web enabled smartphones. This news article from Wales earlier this month http://www.bbc.co.uk/news/uk-wales-21733644 highlights some of the difficulties.

Indeed, the community library at Grappenhall (see http://grappenhall.org.uk/)  that I am involved with, has a catchment area of affluent retirees, who are cash poor and need a way to access benefits. In a climate where we are losing libraries because its perceived we all use the internet to garner our information, the community library is proving a useful hub in helping these people access the benefits to which they are entitled.  

A number of RSL’s have woken up to the agenda of digital exclusion and are doing what they can to provide access for residents, also silver surfer training. This can save £250 or more annually on shopping costs as well as plugging them in to the new online benefits culture. In theory, particularly older claimants can be signing up to all the benefits they don’t know about currently, as with UC they will all be in one place.

Johnnie Johnson Housing Trust are one local to me that I am aware of that are providing internet access at many of their retirement schemes. They have also provided some degree of training and shared access equipment where practicable which is fantastic for their customers. While nobody would claim this was a silver (surfer) bullet, it’s a great step forward and over a couple of years has increased internet penetration for them from around and estimated 6% to nearer 40%. Not to forget too, the wifi provided can also be used by housing staff to access main systems via the internet or Citrix Receiver. I have myself become a fan of ‘Receiver’ using it on an iPad touch. It’s easily usable on even a small device like that for small amounts of work, rather than spending much more cash on dedicated mobile solutions.

Another avenue is the refurb of old smartphone kit for the digitally excluded and supply ultra-cheap or nearly free. See http://www.virtual-strategy.com/2013/03/28/moduslink-and-newton-circus-join-forces-increase-digital-inclusion A great idea and a super name in ‘Silverline’ geddit? Now this is one angle that might work for our demographic. It would be hoped that sons & daughters might gift tablets to their parents to get them on-line, but older devices and targeted apps might be the way forward.

If you have some initiatives on-going as usual, please get in touch. Thanks everyone for getting in contact, feedback always welcome!

Read on to : The Channel shift Agenda - Are you embracing it?

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Kraftwerk - Home Computer.


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

PS If there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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Home And Dry

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


You will have no doubt read that news item last week about how Yahoo have banned working from home (WFH). Marissa Mayer would clearly like to see those employees clocking in and out, being visible around the place.

It does make me wonder if the Yahoo offices look anything like those scenes over at Google. You know, a bit like at Bromford Housing Group; crash areas, open plan kitchens, leather sofas, booths where you can update Facebook, Twitter, PInterest and other social media. That approach makes your work environment look more like a home environment, the theory being that as employees, the line between the two becomes blurred and we spend longer at work (hopefully working!). Admittedly Google HQ (at least the London one) has more video games, more designer furniture and antique lampshades that any (forward thinking) RSL I have ever visited. Check it out here - http://www.telegraph.co.uk/technology/picture-galleries/9461561/Inside-Googles-quirky-new-London-headquarters.html?frame=2303595

Reading behind the Yahoo headline however, the reality is more like 200 or so out of 12,000 employees who used to exclusively work from home. Well does this penalise honest workers who have carved out a fair work-life balance while going their roles well OR reveal the amount of shirking that happens when you work from home? When exactly should WFH be appropriate?

For many that is down to organisational culture, how well employees are managed, monitored and what kind of IT infrastructure supports them. That last point is crucial. If an employee can adequately work at home or on the move with full access to systems, documents and files, they can take full use of virtually everything they have at their fingertips in the office. Can you say that of your systems? How many documents are still the subject of an office paper chase?

In an age where EE are offering 4G at £42 a month, it’s a sad fact that many places we have social housing, there is seldom decent 3G. WiFi is a great way to get around this. One RSL I work with have put this in to many schemes, with a view to tackling Digital Exclusion. While residents pay a small service charge for this, it’s ideal for travelling staff who can get on to Citrix Receiver on a tablet/ipad or laptop. This means their full desktop is available when sitting with residents.

I have experienced traditional environments where working from home was allowed. In one case a programmer was perceived to have abused that privilege. As a punishment, all working from home was banned with some disappointing and discouraging consequences. In my experience where working from home has been successful (particularly in the IT area) people can be best managed in a goal based way. I.E. ‘products’ (in the PRINCE2 definition) of some kind should be delivered for a set time or date. The employee can then arrange their home day however they wish in order to hit that deadline. Thus you can fit the school run, a bit of shopping, waiting for that delivery or whatever around your day as long as you deliver. WFH is often relevant just for certain roles, projects or positions at different times. It’s important to make that point clearly to staff to remove ambiguity. They also need to act responsibly and fairly while in a work role.

Justifying WFH can be done based on many factors. Better for people and the environment, perceived greater efficiency, reduction in mileage claims where staff travel direct to sites (not via the office) etc. Provision of decent systems, Citrix/Terminal Services, hardware and data connections obviously introduce costs. Many organisations are allowing or encouraging BYOD (Bring Your Own Device). This can cut costs and make WFH much more convenient for staff. Access to systems needs then to be controlled and also deployment of apps etc on those users devices.

I work very much like that currently and more inclined to work way more hours than is perhaps healthy. I do miss the opportunity to ‘collaborate’ in a traditional office environment. That was one aspect cited by Mayer and a particular thing she wanted to achieve. It is enjoyable being out however and I do like being in business attire when on site. Anyone who knows me well will know my extensive tie collection, one that would allow me to work in one place and not wear the same tie again for over 6 years, if I had a mind to. The nice thing is when the shirt and tie is replaced with t-shirt and jeans, there is a psychological break from work to home. I know then when to stop!

Read on to: What's stopping us getting more mobile?

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Gerry Rafferty - Home and Dry.


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

PS If there are subjects you might like me to tackle on this blog, please get in touch and let me know!

File Under: 360,1stTouch,4Js,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking,Castle,CBL,Cedar Open Accounts,Change,Cheaper Housing IT,Chics,
CHR,Citrix,Civica,Clearview,CMS ,Asprey e-state pro, ECMK , Innovation Group Apex, Mr Void , MrVoid, In4Systems Promaster, CCS IT Keystone CCSIT, Northgate Codeman, PIMMS Data Systems, datasystems , Template,COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context, MD , Director , Housing software, UK, United Kingdom,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Deeplake,Development Systems,Document Management,Documotive,ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,Finance,Financial Systems,Getting best from,Grasp,Grip,hardware,HG,Housemark survey,Housing Blueprint,Housing Group,Impact Response,implementations,In House,In4,Infoflow,Information Technology,Informix,inHouse,in-house workforce, HousingIT, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld,Keylogic,Keystone,Kirona,Kypera,management reporting,Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Neighbourhoods and Communities,Miracle Software, HouSys, Northgate,Notice,NROSH,OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,Plus,PM,Progress,Promaster,Proval,Pyramid, QL,QLX,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC, NINTEX , NINTEX workflow , Rocket,RPs,RSL,Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Universalcredit, universal credit, universal credits, Servitor,Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise, Factorwise, Blockwise, Block wise, Task,Terminal Services,Three Star,Today,Total repairs,Tribal,Twitter,U2, 07854-655009 , 07854655009 , 07854 655009 , "07854 655009" , tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,UniClass Enterprise,Unidata,Universal Housing,Universe,Unrest,Van Stock,Voice and data,Wales,Welsh,Windows Server,Workflow and tasking,Xmbrace,XML