Isolation

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I have been reading a very interesting book this week, called 'The Silo Effect', by Gillian Tett. It's a book that explores what happens when we do things in silo's within organisations. Sometimes it's good, other times bad.

Often in the jargon of IT and management speak, silos exist only to be torn down. I have seen quite a few silos and people who seemed to like working within them, to the detriment of their organisations. What I mean by silo working, is operating too much in isolation, not sharing information freely as needed, around the organisation.

There are of course physical and mental silos at work. How would we connect those silos or make them more effective? On leaving school, I undertook a technician apprenticeship at an electrical engineering company. It was a very immersive experience and took best part of three years. It took me through blue collar manufacturing, wiring  and testing areas, as well as white collar contracts, design, estimating, sales and IT areas. When I had finished I had a whole organisation journey in my mind.

My old dad, he had a very silo mentality, with shop floor staff in one, and office workers in another. He did not have the benefit of what I saw and sadly died when I was just 21, so we never managed to reconcile that one.

I have seen silo working within local authorities. it can often make one team or department more efficient at the detriment of others. It's the communication thing again, often a reluctance to engage in change projects and therefore problems only become evident when it's all over. Asset or GIS teams often traditionally used to work in this mode, although better HMS integration is definitely improving that.

Silos are not the cause of all issues though. Once you start looking for them however, you seem to want to find them everywhere.  One chapter in the book, looks at if Sony could have challenged Apple's iPod with a compatible player, if they were not stuck in a silo of offering a proprietary music file format. It was more of a mental silo they were in, as they did another Betamax again. it was probably lack of MP3 compatibility that  stopped the inventor of the Walkman, from being dominant in this new market.

Rigid streamlining sometimes stifles imagination in teams, seeing processes as a journey can be a way of coaxing out new ideas, which can be used to the organisations advantage.  Silo-ed data is rarely useful within our organisations and that's the endgame of ever greater module integration.

That ever greater data integration can however has a downside. Anyone who has ever been to Estonia will have noticed how tech-savvy that country is. Citizens are very positive about their civic data being recorded on them, to a much greater extent than would be favoured (by citizens) in the UK. In Estonia however, citizens have chosen to have all that data silo-ed in separate databases by design. The reason? Because then their government only can access only what they need to request. Greater integration would be a security issue for citizens.      

Definitely a book I would recommend, go check it out.   

Related Post: When choosing housing application software, doyou know what to askin the procurement?

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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.


Alter Bridge - Isolation.
(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.
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Get Info

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Is data retention starting to encroach on your radar? I have been wading through the latest guidance from the ICO and other sources, including https://ico.org.uk/media/for-organisations/documents/1160/retention-and-destruction-of-requested-information.pdf for someone I have been working with the last few months.

I can see too why in particular, social housing providers find the rules and keeping to them challenging. While procurements always reference archiving and sometimes data retention, it's not the top of the heap of priorities when choosing those applications. Its generally six or more years later that it becomes a headache.

EDRM often being a different kettle of fish, most housing management systems out there are pretty damn dismal in practical terms in practical application of this stuff. No problem archiving a data file into long term storage, but what of terms of purging data over the requisite retention period we set? Very few true and flexible archiving features can be found with many of the big six HMS providers out there.

This is the first thing that these suppliers are all going to have to wake up to and design into their systems. More often than not there is just reliance on backups in the database, some quite blunt archiving scripts and that's your lot. If you wanted to recover any data or view a tenant or account from the old data, you might well have to re-install an old version of the application (if that's even possible) , to see the data in a coherent form. It's unclear if even Civica Cx, the first HMS designed and coded wholly in the 21st Century, has this capability.

Truth is, it's unlikely that in the procurement demo, we will be picking over archiving in any great extent. We will concentrate on the look and feel, efficiencies to be found and does it support our staff doing their job better. If I fancied a client of mine sitting through 30 minutes of an archiving demo, they would give me some gip. It's important though, and will come back to bite us. For the moment users have to put up with what's provided, but users will need to press at user groups, to obtain suitable functionality that meets legislation needs. Now we all probably have that clause in our contracts, don't we?

Around data protection, the other elephant in the room is FOI (Freedom Of Information) requests. These can be elaborate and messy, often anecdotally, staff have told me just one takes between half and 2 days. Phew! That's a lot of time.

Obviously, if all your documents are stored in an EDRM system, potentially the job is easier, but even so, FOI requests should be easy to collate & satisfy. Indeed, all new integrated HMS systems I have procured, have incorporated such a requirement. It's not rocket surgery is it? If a nominal charge is being made to collate the info relevant to the request, e.g. £12, let's make the retrieval process cost no more than that.

If you are specifying or choosing a new replacement Housing Management System, ensure you put FOI and wider archiving/retention of information on your agenda. It will save you hassle and expense six years further down the line.


Related Post: Skype in multiple language translation, could it be a God-send for #UKhousing?

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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.


Katastrophe - Get Info.
(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.
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Test Area

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I was reading an article this week about a car rental company independently testing tourists, before allowing them to drive rental cars. Eight questions are asked about the NZ road rules and tourists have to pass all eight. Actually not a bad idea. Read more here http://www.3news.co.nz/nznews/queenstown-car-rental-company-to-test-tourist-drivers-2015030519#axzz3oq29p8ar

it made me think of a conversation I took part in during a recent OmFax 'Your Call' session (see http://tonysmiththathousingitguy.blogspot.com/2015/10/your-call-so-good-Omfax.html ), with a big group of call and service centre professionals. One topic of conversation was how difficult it was to do tenant inductions. Tenants, understandably just wanted their key to their new home.

One had tried to introduce a test, but this was problematic and difficult to enforce. Obviously in NZ, this test before being able to drive has some obvious parallels. Again, all the people want is their key, not more hoops to jump through. In the article, Greg Wensley from Wai Hire Cars states, "If we have to turn down the odd customer because we don't think they're safe. The money we might lose is a lot less than the cost of damage done to a car,".

I bet those drivers are slightly more careful after going through that exercise. If it was enforced, surely our tenants would be more aware of their rights, responsibilities, what constitutes being a good tenant, neighbour and how their social landlord can assist them in times of difficulty. Of course, so it would be no surprise, RSLs would tell applicants this was a requirement at CHR or CBL waiting list stage. It would not then come as a total surprise.

Enforcing it is perhaps the hardest thing, although I seriously doubt that an extra 45 minutes at sign up, would be any worse than 15 extra, when trying to get on the highway in your hire vehicle in Queenstown. I can imagine some of the strands of that tenant test. What repairs are rechargeable, how fast we will chase you when they get behind with rent, what is ASB & how we deal with it, statutory right to service gas appliances and issue a CP12 Gas Safe cert to keep tenants safe.

The test need not be dry either. Decent e-learning resources with avatars or other animations, that can increasingly be found in use at social housing, could easily be used to  make this less onerous.
The investment of an enforced induction test could potentially pay for itself with the first (potentially) rechargeable repair prevented or not reported. Alternatively the first gas service completed on the first appointment, not after three no-accesses. Think about it. Maybe we should be making it harder for those new tenants to pick up that key.

Broadcast - Test Area - https://www.youtube.com/watch?v=Tx68wDmJaDk

Broken Train

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I was recently at a ICT supplier update session and training was discussed. This supplier used technical authors to generate on-line help, training materials and surveyed outcomes using SurveyMonkey. It was a refreshing approach, in respect of a lot of training on application software (particularly in Housing or Finance), that often falls far short, of what it should deliver.

If someone is good at their job, surely they would make a great trainer? That is an often wrong assumption that's made.

The problem is sometimes, people often know their areas inside out. They are good developers or implementers, but do they actually have some skills to communicate it over as trainers?

Most trainers I come across, particularly around ICT, systems and implementations don't hit the spot. Common problems include lack of a set agenda, scant preparation to understand customer configuration or requirements, no signposting particularly setting the scene initially, inability to keep to the agenda, unclear communication, lack of background materials (or very poor ones), left as reference. 

A cynic might conclude that suppliers do not want to train their customers too well, as it will interrupt a lucrative income stream. I think it's more fundamental than that. Often the individuals sent out to train are not equipped to do it properly, otherwise outcomes would be so much better.

I have organised and delivered lots of training sessions in the last 20 years, trying hard to cover a pre-agreed agenda and to keep it engaging. It's not easy to get it right, but the more you do correctly, the better future ones go. Customers should have the opportunity to rate the trainer as well as attendees rating the training. A good supplier will provide feedback forms or a web-link to an on-line survey, which can be used right after the session. If your supplier does not survey effectiveness, introduce your own assessment form, sharing with your supplier.

If the outcomes are not achieved, tell your supplier straight away and see if the problem can be rectified to both your satisfaction. Just paying for another day of training is not an option. If you have a good experience with a particular trainer, ask for them in the future. It's worth waiting a few weeks to get better outcomes, at the rates often charged for system, process or ICT training.   

Related Post: Do you pussyfoot around your housing ICT suppliers? Would they really know if you were dissatisfied?

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

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.


Beck - Broken Train.
(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 , ," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, 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, 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, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housemark, HRA,Housing Support Pro,HousingSupportPro,Housing Options, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Housing Management Consultant,Housing Management Consultants, Impact Response,iPayPro,implementations,iRobot,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Internetalia, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow, 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, 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, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,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, 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, 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, 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,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App .

Swords Of 10 Thousand Men

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/

A work colleague congratulated me last week, that I had reached ten thousand followers on Twitter. I have got to admit, I hadn't clocked it myself, but was quietly pleased to spot I had indeed reached 10.1K, the next time I bothered to check https://twitter.com/hotpixUK

I spend a fair bit of time on there and with a good set of tweeters followed, it's a bit like my own personal newspaper view of my world, in some respects. It brings me what's topical as well as big chunks of photo, housing and ICT news. I tend to follow active tweeters, who on the whole highlight lots of internet content and links that I would never find without it. I have got to say too, that my slightly dodgy twitter handle of @HotpixUK does not seem to have been a barrier.

I do regularly decline to 'buy followers'. The standard lately has plummeted, with most of the bots turned bi-sexual, with an un-natural interest in 'Booty' IMO. Also they wouldn't really have any interesting content to float my boat, so I have saved my $29 thus far.

It's always good to meet followers and who I follow in real life, in a bar or restaurant would be my preference, although a conference or exhibition is just as good. Many a meeting when everyone has gone around the table, someone new to me has asked "are you the Tony Smith who tweets about housing ICT from Twitter", or "are you Tony Smith That Housing IT Guy"? The latter always makes me smile and generally leads to some really good conversations after the (official) meeting.

One example is Boris Worrell (@BorisOrbitGroup - https://twitter.com/BorisOrbitGroup ), a good egg and a very interesting chap, either online or in real life.

I am occasionally asked, could I sign up to Twitter without tweeting, to just try it out?

Well you could just lurk quite easily, but it's the taking part and the interactions that can lead to some really interesting things.  One piece of good advice is, always reply to engagements, even if you just retweet, due to shortage of time. I have tailored a few individual course to organisations looking to use more social media, highlighting two models I use between @HotpixUK and the @FOLGrappenhall account that supports the local community library, I am on the board of, for publicity.   

While some troller's do inhabit Twitter, I think if you have an informed opinion, you should engage even if the responses coming back are in opposition to it. We are only going to change hearts & minds by engaging. I believe reaching to block a person on twitter, because their opinion differs to yours, is basically a cop out. Engage with it, or the drip-drip of that response becomes the accepted fact.

A bit like the assumption "Gordon Brown's deficit crashed the UK economy", became fact, instead of what really happened, "Global banks, including many in the UK, crashed the world economy, and bailing them out crashed the UK economy".  On Twitter, if all sensible #ukhousing folk blocked the "We have an affordable home supply problem, rentable and for mortgage" deniers,  before long everyone would believe RTB (Right To Buy 2.0) was the solution and social housing providers, were definitely the problem (not the solution).

I am often asked questions about social housing ICT and queries about systems software, procurements, problems with suppliers and how to make better choices with integrated housing management systems. For me, I am happy to help, and when I have asked questions on Twitter, I have generally found people extremely helpful. In one instance, finding 49 Win5.6 devices for a client still on some legacy mobile working system.  It helped pull them out of a tricky situation on that occasion. All with the help of Twitter 8-)

So a massive "Thank You" and "*Hug*" to all my Twitter followers. If you see me at the next conference free bar, make sure you introduce yourself, if you recognise me.

Related Post: Is your IT team really pants, why is it not delivering for the organisation?

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

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.


Tenpole Tudor - Swords of a thousand men.
(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 , ," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, 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, 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, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housemark, HRA,Housing Support Pro,HousingSupportPro,Housing Options, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,iPayPro,implementations,iRobot,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Internetalia, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow, 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, 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, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,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, 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, 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, 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,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App .

We Have a Technical Helpdesk

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/




Have you ever worked on a technical support desk? You will have certainly had to deal with or log calls on one at some stage, I am sure. They can be very irritating to work with and it's got to be said, dealing with it from the other side of the fence, as irritating too.

I have worked on a couple of helpdesks at two different software organisations, so I have been around the block on this one. You experience people meddling with data, doing unauthorised raw updates, breaking stuff and also find some of the most obvious bugs, that you would have expected any half decent QA or system testing would have revealed.

On the former, often users are not aware of their contract which pretty comprehensively will forbade them doing those raw updates. That's not suppliers being peevish, its protection for them and the client. If you scramble your data making it corrupt or unloadable in the application, your contract does not support it. Consequently, a charge will be certainly quoted to sort it out.

Equally, if your users do something slightly crazy, like run the annual/quarterly leaseholder debit twice, that's not technical support either and its unlikely that your software supplier will clean up all the transactions, from your accounts for free. Maybe for something like that, reach for last nights' system backup, restore and lose some up-time. It all depends on the severity of the mistake. Perhaps getting admin to manually reverse out (or mitigate the) changes, is the best way.

One example recently I heard about was a large RSL accidently raising 1,200 gas service works orders, when they were not required. The housing system had not error-ed, it had done exactly as designed & instructed.  It was far cheaper to have an admin resource chew through them all to cancel, than ask the system supplier to automate a one off fix to do the same task.  it is often costly for the supplier to bespoke something like this, as one cancellation may impact eight or more tables and other related contextual updates.

All types of things can be done to make systems more foolproof, however in my experience, fools can be pretty damned ingenious!

If you have never worked on a technical support helpdesk, here's a useful snapshot, in the event your system supplier offers you a job on one. Something I am told that can happen a lot in the social housing system sector. 

https://www.youtube.com/watch?v=tG7hYnMyxyY 

Related Post: What sort of waste do you generate & tolorate inside your organisation?

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

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.


Gary Numan - We Have A Technical.
(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 , ," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,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, 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, 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, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housemark, HRA, Housing Options, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Internetalia, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, 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, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, 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, 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, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,SimPro,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, 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, 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, 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,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,worksConnect, Xmbrace,XML ,XenApp,Xen App .

See Europe

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/


Has anyone noticed that one of housings biggest mobile working providers has had a wee make-over recently?

There is a new logo too, a lot more European.





Out goes

In favour of

Quietly Greg Jones has assumed the title of CEO from Bob Dent who now seems to be concentrating on his Internet Of Things, over at Zonr. A smart move for Robert, I would say. An area of tech that will be taking off for housing, offices, everywhere.

Earlier this year I had a sneak preview of the new 1st Touch customer portal type offerings. They are surely getting closer to a release now, but the smattering of French (and some obvious translations from French revealed its origins, possibly from Aareon's  subsidiary there.

I think that's a good thing and will bring us some great ideas, this side of the channel. I would not like it to dilute the quality of service customers see here however. I hear a lot of moans & grumbles about all manner of software & application suppliers , in a sector (not just mobile) that can at times seem like a 'Broad church of over-selling and under-delivery'.

No supplier however large can take its existing customers for granted. If innovation, value, fairness and quality are not clear to clients, they will eventually jump ship to alternatives. I think 1st Touch will be a European success story, but would hope that's not at the expense of punters back here in Blighty.

Related Post: What kind of sledgehammer do you need to crack your Contractor/DLO nut

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

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.


TV Smiths Explorers - See Europe.
(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 , ," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,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, 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, 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, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housemark, HRA, Housing Options, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Internetalia, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, 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, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, 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, 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, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,SimPro,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, 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, 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, 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,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,worksConnect, Xmbrace,XML ,XenApp,Xen App .

Your Call - So Good

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/


A big deserved thank you for OmFax and St Leger Homes in Doncaster, for inviting me to host the 'YourCall' event last week. I always enjoy meeting and chatting to the incredible staff and managers, delivering excellent customer services in the social housing sector.


This 'Your Call' event was a cracker, really interesting with some varied opinions, starting straight after the breakfast pastries and coffee. The event was attended by a great group, including from St Leger (natch!), A1 Housing in Worksop, Astraline (who provide out of hours services), Berneslai Homes  in Barnsley, WDH in Wakefield, Newark & Sherwood and Ongo in Scunthorpe.

First up after the stats from the 'Your Call' survey was revealed, ( you can still register your thoughts via the link on http://tonysmiththathousingitguy.blogspot.co.uk/2015/06/say-something-about-state-of-social.html ), was a discussion on the diversification of channels. Everyone these days want to channel shift, offer cheaper 24/7 service online. But what does it mean for the traditional customer service team?

Well Twitter and social media raised its head, increasingly a method that customers are using to contact & express opinions about the social landlords in the group. For some just a 9to5 Twitter prescience was enough. Most were all experiencing some levels of added commercialisation and some were experiencing group expansion. These brought their own challenges and the creation of waste in the customer service centre. Often it was in-complete integration  that created problems. That old chestnut, data not held in a single place, presenting information to customer service staff.

One other issue cited was incomplete channel shift or a partial implementation that actually doubled up tasks. Examples are when a website form can be completed at any time 24/7, but arrives as an email, for customer services to key into another system, the following morning. I recalled my experience of the Halifax online bank 'IF' from 1999, doing just that. Spookily enough, one of the attendees still had an 'IF' (Intelligent Finance) account. I bet the Halifax have managed to integrate it all properly by now!

On the subject of personalisation of service, all agreed that one of the tricks was to recruit for attitude not knowledge. One RSL tried its best to recruit staff from its resident bodies. An absolutely brilliant idea. The better integrated systems seemed to make it easier to personalise. often a CRM module was badly synchronised with back-end housing systems. This can lead to duplicate contacts, data spread across many places or completely missing in action sometimes.

To empower staff to be able to deliver expert service, some attendees utilised work shadowing, to see the effect on other staff. Seeing the process as a long customer journey was seen as useful and had informed front & back-end staff as to the importance of each step as being part of delivering excellence. Failures generate waste calls and small changes, such as automated texts and keeping customers/tenants informed, can significantly reduce waste.       

So, all in all a very interesting morning indeed. I hope Peter Graddon & Omfax will be continuing the 'Your Call' idea into the future. A great way to exchange great ideas, issues and best practice.

Related Post: Does Mobile or Channel Shift often mean doing everything twice?

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

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.


Joy Zipper - You're So Good.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


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