Letters Sent

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

A truism about ICT systems is that we should try to configure them to do as much of the logical and mundane tasks, that they are really good at. Often that can involve (properly) configured workflow.

For example, checking nine or ten things every interaction we have with customers, so we serve them appropriately and tailor service best we can. One warning message can dissect the fact we need to know our customer is ‘hard of hearing and also generally visited in twos’.

Hopefully staff are generally better at the human empathy skills (we would hope) and would be better at spotting a stressed or ill customer and have skills ICT would not have to help them with those challenges.

Clever and well thought through automation is useful and valuable. However, its easily disrupted or knocked out of kilter.

New system or solution implemented with insufficient or limited testing?

Perhaps upgrades are applied to software and not coherently tested?

Possibly staff change and insufficient training is provided to enable new intakes to operate the system as needed to drive automation?

Maybe we don’t report and manage volumes, so its challenging to notice if we have a problem at all?

In other cases, managers assume ‘automation must be happening’ and either does not realise they are still responsible for managing the service and how it works, or monitoring it. Over the last ten years I have seen more and more confusion about who is managing what. Ownership is a lost art I guess. Grenfell was the ultimate recent example of how checks and balances never took place, management & oversight was absent and Seventy Two innocent residents paid with their lives.

While ICT automation in Social Housing is unlikely to cause serious fatalities, however in medicine for patients awaiting cancer or other serious diagnosis, absence of communications can be very serious. You may have heard last week that Nottingham University Hospitals Trust failed to send 400,000 letters. Read more here - https://www.bbc.co.uk/news/health-66950204

Apparently, it started in 2008 and reasons cited spookily were ‘Lack of responsibility’.

While this is terrible, there are valuable lessons to learn from.
•    Test all aspects of new systems and never accept anything at face value. That’s your responsibility, not your suppliers
•    Monitor performance
•    Spot-check outputs on a regular basis, to confirm automation works as designed
•    Use incoming complaints as your service feedback loop. If we think 100% of communications are being automatically issued and complaints have increased by 325%, analyse where the original system failure is occurring

In this post I have concentrated on automation that has gone wrong. However, with the many systems I encounter and regularly work with, often the problem is that available system automation is not in use. Some of this can be easily worked out, others may need a help desk call. With some suppliers it might (feel to always) be £10k of implementation consultancy, whatever you are asking!

While expense might be involved, never lose sight of ROI. Maybe a £10k investment can be recouped in x months through staff savings. Or better still we don’t save staff at all, we just retrain them to add more value and have more fulfilling roles.

Don’t forget if you are struggling with automation, just get in touch and ask!

Subscribe to our blog here on this link, to always catch the latest news on whats happening in the sector.

Acutance Consulting would be happy to help you review your automation, 

please just get in touch, for a chat over Hobnobs & a brew ☕😋

       Related Post: Are you getting the best from workflow?

Catch the blog monthly archive at https://soundcloud.com/housingitguy/

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

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.

Half Man Half Biscuit – Letters Sent.
(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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Falling From The Sky

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

As a regular Private Eye reader, the recent revelation that in the UK we have a hundred or more schools blighted by failing RAAC (Reinforced autoclaved aerated concrete). It’s a lightweight material that was used mostly in flat roofing, but also in floors and walls, between the 1950s and 1990s. It is a cheaper alternative to standard concrete, is quicker to produce and easier to install. In hindsight it was a time when so many new and replacement buildings were required after a crippling world war and full implications and life cycle of this newish material.

While the Romans apparently had concrete in their buildings, they didn’t have RACC, as far as archaeologists seem to agree. Romans also didn’t seem to require substantial ‘planned maintenance’, as evidence such as Hadrian’s Wall and the Rome Colosseum attests.

1960s concrete corroding tie bar corrosion checks

Planned maintenance is often neglected and in my 25+ years in Social Housing continues to reinforce the view that we often do it badly in the sector. In theory (and practice) if we get planned/capital spend targeted right, much can be saved in reactive repairs. While we have many software solutions to help with that, we still love our spreadsheets and manual solutions don’t we?

Many a time I have seen half a dozen staff in a room earnestly lamenting a £80 estimated SOR responsive repair being varied to £350 and examining it in detail, while four blokes next door manage a £4.3m capital budget on spreadsheets no-one can understand. Honestly, we need to understand why the latter is the most vulnerable budget for fraud, not the former.

So, what do the main solutions out there provide, from bigger all encompassing integrated solutions, to more third party interfaced, brand new innovations or standalone options?

All provide the options of defining our required component structure, with options of applying lifecycles, costs, replacement options and other criteria as needed. One size definitely does not fit all, as all RSLs & RPs have special requirements, in addition to 85% of everything that is usually ‘vanilla’ in the sector. This could be as quirky as having some properties with thatched roofs (such as in Gloucestershire or the south west), or communal heating for example.

Once a component structure has been defined, this needs to drive and inform condition surveys, to collect accurate information on what’s present, remaining life, condition and other specific valuable insights. Beware survey companies that resist or refuse to structure their survey offerings to what you need. Surveys are expensive and to extract maximum value fit Social Housing needs closely and be provided in a format easy to bring into the target system or module.

Failure to get this stage right can be extremely time consuming later, costly and frustrating. I have been involved at the start of many clients engaging survey companies and this has been a valuable exercise for client team and surveyors. Most surveyors can be flexible, although keeping to a ‘vanilla’ format saves them money and time, so the argument can be that they have used this for council or HA x, so it should be ok for you. Probably verify with council or HA x what their actual experience was like. In one example I saw of a ‘vanilla’ survey, it could tell us how many hanging baskets the properties had, but not condition or existence of Kitchen, Bathroom or wiring.

If you are paying for it, ensure you are getting good value and exactly what is useful to you. Many stock condition surveys come in spreadsheets, one row per asset (property or block etc), often with hundreds of columns. Remember, Excel or Google spreadsheets are not databases, don’t get confused they are!

Once the data is in your system/module database (a proper one OBVs, not a spreadsheet), we have the means to start to drive practical planned maintenance budgets and programmes. Clearly after initial Life Cycle Costings are produced, other work might be necessary or carried out to determine fit to available budgets and drive practical and effective programmes. 

Trellick Tower Cheltenham Estate in Kensal Green, London - built 1972

In the case of suspected or actual RAAC, it appears to be not thought to be common in 1960s-80’s social housing, although possibly condition surveys should incorporate checks in specific build archetypes. If it is suspected in your stock, a component or attribute can easily be added, to allow convenient reporting, monitoring and addressing of issues.  

Spookily enough 17 or so years back I was involved in implementing an assets, planned maintenance and survey solution across the Isle Of Man education authority. Thankfully the BBC reported that the IOM government has stated that there is no indication that RAAC was used there - https://www.bbc.co.uk/news/world-europe-isle-of-man-66729079

Efficient and complete planned maintenance is crucial for safe buildings and keeping residents, children and others safe. We ignore it at our peril, prevention will save lives and be less costly than a later cure.

If you think your organisation, whatever size you are (we work with organisations managing from 32 properties, right up to 150,000+ ) needs help, please reach out to us.

Subscribe to our blog here on this link, to always catch the latest news on whats happening in the sector.

Acutance Consulting would be happy to help you review Planned Maintenance system options, 

please just get in touch, for a chat over a macaroon & a brew ☕😋

       Related Post: How does your assets team manage Capital Works then?

Catch the blog monthly archive at https://soundcloud.com/housingitguy/

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

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.

Shed Seven – Falling From The Sky.
(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: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Affinity,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cx Assets, Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Footprint,Forms,Freezes,Fusion,Fuzzlab Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera,Keynamics, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,More IQ,MoreIQ,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MoreIQ NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice, OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plenfific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propoints,Proval,Providers,Pyramid, QL,QLX, QLF, QL Yuneo,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rocket,Rubixx, Salesforce,Salesforce.Org,SAP,SASSHA,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions,Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys,Streetwise, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,TAIM,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Tilt,TiltAffinity,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass Enterprise,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visualmetrics,Voice,Voice and data,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, Yuneo, ...
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