We Are The Super Cool

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/

Last week I completed an IT strategy for a housing association and as you do, updated my section on PESTLE factors. Key in these over the last few years have been UC - Universal Credit and UK Benefit Reform.

On updating my information I was struck how the recent storms and weather related news had managed to further keep the heat off how this big wayward project is going. The last set of updates of any substance (if you could call it that), was delivered at the NHF Welfare Reform – Keeping on Track Conference, back in October.

If you attended that one in London, you would have heard the aptly named Jean Cooling, doing her best to be upbeat, while not actually able to provide solid facts to the assembled housing folk and system suppliers in attendance. In fact you got the distinct feeling that even though delegates were asking point blank, "When is this all coming", Ms Cooling was doing her best to answer different questions entirely.

We all know what a money pit this project is. The House of Commons Public Accounts Committee has talked about write offs anywhere between £140m and £425m of wasted IT work, although that old cove IDS is always quick to tell us that "He believes it's all on track now, with all those fears and allegations must be based on 'old news', before its been recently sorted".

While housing staff and systems providers are justly appalled by the rampant waste of our own taxpayers money, their primary interest is planning strategies and systems to support it if/when it comes. No doubt, there is a lot to do in the sector. The only good thing about this, is that it gives us more time to help residents access simple bank accounts, move to payment cards or Direct Debit and stabilise arrears, in order to be 'ahead' or at the very least, always clearing their balance totally, at each debit period.

In the meantime, stay cool(ing), people!

Related Post :

http://tonysmiththathousingitguy.blogspot.com/2012/12/last-christmas-before-universal-credit.html

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 !

Space Monkeys - We Are The Super Cool .

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

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

File Under: 360,1stTouch,4Js. 07854-655009 ,7854655009, 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared,24Dash,Access Financials,Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,Aspireview,ACS,Advanced,Agresso,Allpay,Auto assessor,Ablyss CMS,Adastra,Advanced Community,Accuserve,Adobe Echosign,Actionfile,BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox,Blueprint,BPM, Castle,CBL,Cedar Open Accounts,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL,Cx,Cascade,CSI,Civica Cx,Care and Support,Carenotes,CareSys,CDPSharp,Crosscare,Contract Management,Contact Management,Clinical,Conversions,COINS,Click,Clicksoftware Scheduling,Director,Deeplake,Development Systems,Document Management,Documotive,datasystems ,Dinamiks,DRS,Drupal,ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e,Epicor,Exel,EOLC,escrow,Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion,Frontline,Getting best from,Grasp,Grip,GeoSolveIT,GIS,GGP,gotonysmith,Gentoo Streetwise,Guardian24,G-Cloud,Goldcrest,GeoSolveIT,HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,HAMMAR assets repairs forum,HomeHunt,Helpdesk software,HouseOnTheHill,Impact 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tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe,OpenFinancials,OpenTouch,OSKA,octavia,Odyssey,OpenText, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,Plus,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,People Value,Peoplevalue,PocketSurvey,Pocket Survey,Pathfinder,Pathfinder RF,Project Management,QL,QLX,Quiss,Qlikview,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865,RAM,Real Asset Management,Residata,Rostering,Rootmetrics,Rocket CorVu,Real estate management,Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges,Streetwise,Scout Solutions,Strategic Asset Management, Social Housing software & IT-based housing management solutions for social housing providers social housing,management services,software,solutions,social, housing,managed services,managed,business,housing management,solutions , SPOCC,Sprint,Staffplan Roster,Sovereign,SDS,Solarwinds Web Helpdesk,Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP 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Superfly Guy

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/

Like you I was sceptical when BBC's Tomorrows World promised us jet packs back in the 1970's. In December however, we heard about the plans for Amazon to deliver parcels by unmanned drones. Would you believe it,  just this week I saw a Midlands based housing group testing an octocopter, for possible surveillance & surveying around its estates. This one was a four propeller version fitted with HD camera, able to scale a 13 storied tower block and fly for nearly half an hour.  All for just over a £grand plus local permissions to fly.

UAV's (Unmanned Aerial Vehicles), Long seen as the province of the armed forces, in far off lands surgically taking out insurgents or mistakenly the lives of innocents, these are now becoming a tool to be used by UK RSLs. Fitted with an infrared detector, they can locate cannabis farms in the lofts on your estates, track ASB silently or complete an estate fly-about, faster than your neighbourhood officers on foot.

These small vehicles (under 20Kg), can be programmed to GPS coordinates to fly remotely, without direct human control, collecting images or HD video footage. Buildings, power lines and other obstacles can be avoided. Of course, someone will have to box of who would be liable if an accident occurred etc. Before you can fly a UAV in the UK, a Remote Pilot Qualification (RPQ) is required. Once this is achieved, a remote pilot’s application for a “Permissions for Aerial Work” can be pursued. For the former, budget about £1,500 and the latter about £350.

So for around just under £3K you have a robust tool for asset condition survey, estate management that can  improve service and management of your stock. (More details at http://www.resource-uas.co.uk/RPASTraining/Bookingacourse/Pricelist.aspx ).

In the current wave of strange stormy winter weather coming east from the Atlantic, how much easier and cheaper would it be to survey flooded schemes at 30 metres up, to identify residents in danger or in need of assistance? These UAV's perform very well in weather too. Set a course and they have technology to follow it, taking into account gusts and prevailing winds. In many areas where helicopters have been the usual choice, or where helicopters cannot, developments in technology now make Unmanned Air Systems a viable alternative.

I am sure too that the naysayers will instantly poo-poo Drones as being bad for, and will be instantly rejected by tenants. I think not. If it was a choice between having scaffolding erected to inspect something or 40 mins with a surveyor with a drone, I think I know what I would choose.

Tenants will definitely have to be informed & informed in advance, like any other inspection visit. I wager they will be generally interested and will be keen to see what its all about. They obviously need their privacy respected.

This is an expanding area and one I am sure we will see more of in the near future in social housing and within many RSLs and groups. Drones will become a means of doing som ethings quicker and improving the whole customer experience.

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 !

S-express - Superfly Guy .



PS- A big thank you to the lovely Jayne Elliot of Capita, who guessed I would be using this Terrorvision track, from Keighleys best. A top track and I have been playing the album all morning now as a result. Brilliant musical taste I thought! - Check it out yourself here https://www.youtube.com/watch?v=bxQ11q07lnw  

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

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

File Under: 360,1stTouch,4Js. 07854-655009 ,7854655009, 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared,24Dash,Access Financials,Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,Aspireview,ACS,Advanced,Agresso,Allpay,Auto assessor,Ablyss CMS,Adastra,Advanced Community,Accuserve,Adobe Echosign,Actionfile,BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox,Blueprint,BPM, Castle,CBL,Cedar Open Accounts,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL,Cx,Cascade,CSI,Civica Cx,Care and Support,Carenotes,CareSys,CDPSharp,Crosscare,Contract Management,Contact Management,Clinical,Conversions,COINS,Click,Clicksoftware Scheduling,Director,Deeplake,Development Systems,Document Management,Documotive,datasystems ,Dinamiks,DRS,Drupal,ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e,Epicor,Exel,EOLC,escrow,Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion,Frontline,Getting best from,Grasp,Grip,GeoSolveIT,GIS,GGP,gotonysmith,Gentoo Streetwise,Guardian24,G-Cloud,Goldcrest,GeoSolveIT,HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,HAMMAR assets repairs forum,HomeHunt,Helpdesk software,HouseOnTheHill,Impact 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tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe,OpenFinancials,OpenTouch,OSKA,octavia,Odyssey,OpenText, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,Plus,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,People Value,Peoplevalue,PocketSurvey,Pocket Survey,Pathfinder,Pathfinder RF,Project Management,QL,QLX,Quiss,Qlikview,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865,RAM,Real Asset Management,Residata,Rostering,Rootmetrics,Rocket CorVu,Real estate management,Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges,Streetwise,Scout Solutions,Strategic Asset Management, Social Housing software & IT-based housing management solutions for social housing providers social housing,management services,software,solutions,social, housing,managed services,managed,business,housing management,solutions , SPOCC,Sprint,Staffplan Roster,Sovereign,SDS,Solarwinds Web Helpdesk,Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP 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I Want To Take You Higher

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

Over the last couple of weeks I have been doing some work on the full 'customer repairs journey'. You know the stuff. Right from customer service team CRM call, to logged request, Opti-Time appointment, dispatch to operative and completion patched back. Anyone who has tried it will know that often CSC staff, repairs and trade operatives are hard to get together in a single room. Oil and water comes to mind, although over the last few months, with the folks I have been working with, there have been a lot of light-bulb moments. When people stop being defensive and work together, it's surprising what can be achieved.

This would not be possible without all managers controlling all parts of the journey, being present. If it's your mission statement, to take customer service higher, then its not good enough just to paint the slogan on your office walls and the back of toilet doors. It does need to be communicated and a part of every member of staffs mindset. Now that is a difficult job.

Many organisations fetishise John Lewis. We have all probably bought stuff at the JL partnership, or at least two of the eight types of banana they stock in Waitrose. What we actually get in John Lewis is consistency of customer service, that's why we like it and keep going back although that place is certainly not the cheapest. That consistency, trained knowledge from the JL employee is what is the real trick. Even students doing 3 months in Waitrose part time undertake 3 weeks of training, to recognise those eight types of banana. That's what shopping in Asda a transaction and in John Lewis an experience.

Invest in training and achieving consistency across the whole customer journey and you turn your transaction (renting from the 'council', as many of your residents will incorrectly still think of you as), into an experience. For my money, 25% of that is technology, intelligent scripting in CRM, dynamic appointments, good mobile systems to get the right trade person to the job on time, and capture right first visit satisfaction. The remaining 75% is people, process and management. Supporting, training and empowering staff to achieve those lofty aims on the back of your toilet door.

Have you invested the full quota in IT/Systems and your people to take your customer service higher? Which one will you need to improve to reduce your complaints and follow-on jobs? If you do that, we use our budgets better and create better neighbourhoods for us all.

Join 8,000 readers & catch the blog monthly archive at https://archive.org/details/@housingitguy

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 !

Sly & Family Stone - I Want To Take You Higher .


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

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

File Under: 360,1stTouch,4Js. 07854-655009 ,7854655009, 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared,24Dash,Access Financials,Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,Aspireview,ACS,Advanced,Agresso,Allpay,Auto assessor,Ablyss CMS,Adastra,Advanced Community,Accuserve,Adobe Echosign,Actionfile,BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox,Blueprint,BPM, Castle,CBL,Cedar Open Accounts,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL,Cx,Cascade,CSI,Civica Cx,Care and Support,Carenotes,CareSys,CDPSharp,Crosscare,Contract Management,Contact Management,Clinical,Conversions,COINS,Click,Clicksoftware Scheduling,Director,Deeplake,Development Systems,Document Management,Documotive,datasystems ,Dinamiks,DRS,Drupal,ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e,Epicor,Exel,EOLC,escrow,Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion,Frontline,Getting best from,Grasp,Grip,GeoSolveIT,GIS,GGP,gotonysmith,Gentoo Streetwise,Guardian24,G-Cloud,Goldcrest,GeoSolveIT,HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,HAMMAR assets repairs forum,HomeHunt,Helpdesk software,HouseOnTheHill,Impact Response,implementations,In House,In4,Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation, Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight,iCaseWork,iCareHealth,iConnect,iPad,iNurse,InterNETalia,InMotion,InPhase,Joomla,Keylogic,Keystone,Kirona,Kypera,Keyfax,Kofax,Kronos,Ledgers,Linkedin,Locality,Liquid Voice,Lakewood,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft,Manual,MWL Mavis,Metastorm,Module,Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow,NHF,National Housing Federation,National Energy Services,NES,North West Online,NCC,Netcall,OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe,OpenFinancials,OpenTouch,OSKA,octavia,Odyssey,OpenText, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,Plus,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,People Value,Peoplevalue,PocketSurvey,Pocket Survey,Pathfinder,Pathfinder RF,Project Management,QL,QLX,Quiss,Qlikview,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865,RAM,Real Asset Management,Residata,Rostering,Rootmetrics,Rocket CorVu,Real estate management,Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges,Streetwise,Scout Solutions,Strategic Asset Management, Social Housing software & IT-based housing management solutions for social housing providers social housing,management services,software,solutions,social, housing,managed services,managed,business,housing management,solutions , SPOCC,Sprint,Staffplan Roster,Sovereign,SDS,Solarwinds Web Helpdesk,Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace,TM,TotalMobile,Total Mobile,TPTracker,TapForms,TagTronics,TagtronicsCare,TMWK,UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing,U.K. ,Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas,Vanguard John Seddon,Volunteer Module,Volunteers,Vebra,Vixen,VerseOne,Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Web,housing management solution, Xmbrace,XML ,XenApp,Xen App,Zendesk ,.