What Would I Know ?

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

Often overlooked, one of the most important decisions in any social housing IT procurement isn't which supplier to invite, which system to shortlist or even how much money to spend. 

It's getting the right social housing Subject Matter Experts (SMEs) involved from the outset. 

These are the staff folks who understand how income collection, repairs, lettings, tenancy management, asset management, compliance, letting commercial units using Quarter Days and customer services actually operate. Not necessarily how the procedures manual says they operate, but how things really get done on a wet Tuesday morning when three things have gone wrong before ten o'clock. Curiously, they're often the very people nobody thinks to involve until something starts going pear-shaped. So they are pretty valuable IMHO !

Soft-market engagement is where their knowledge starts earning its keep. Suppliers can deliver a cracking presentation about their latest functionality, impressive dashboards and wonderful automation capabilities. Marvellous. But an experienced housing officer or repairs manager can ask the awkward question that cuts straight through the marketing: "That's lovely, but what happens when we have a property we keep selling and buying back...?" Suddenly we're discussing real business complexity rather than a beautifully choreographed demonstration. The right SMEs help distinguish between genuinely useful functionality and something that looks splendid on a Copilot built PowerPoint slide deck, but offers precious little operational value.

When building the specification, SMEs become even more valuable. A decent requirements document needs to describe actual business needs, exceptions, controls, integrations and outcomes, not simply reproduce everything the existing system does, including the rubbish bits. Replacing an ageing system shouldn't mean lovingly recreating twenty years of 'we have always done it this way' workarounds in expensive new software. Good SMEs know which processes are essential, which need improving and which should have been taken out behind the shed years ago. Get the wrong people involved and you'll end up with a specification full of vague aspirations, missing requirements and the immortal phrase 'the system must be user-friendly'. Well, hopefully that's cleared that up then.

The assessment of ITT responses is another area where SME operational experience matters enormously. Suppliers are generally quite good at saying 'Yes', particularly when there's a sizeable contract at stake. A tick in a compliance matrix, however, doesn't necessarily mean the functionality exists, works as expected or comes included in the quoted price. Experienced SMEs can challenge those answers, distinguish standard functionality from configuration or bespoke development, and spot where a supplier has cleverly answered a slightly different question. A technically compliant response isn't necessarily an operationally workable solution. That distinction can be worth a fortune over the life of a contract.

Then come the supplier demonstrations, where the right SMEs really earn their biscuits. Leave suppliers to demonstrate whatever they fancy and you'll be treated to an immaculate sequence of dashboards, mobile screens and smiling fictional tenants. Instead, give them realistic scenarios based on your organisation's processes, data and awkward exceptions, with consistent scoring criteria. Put knowledgeable frontline staff in the room and let them follow a transaction from beginning to end. Can the system actually handle the complicated tenancy change, the messy arrears case or the repair that doesn't follow the happy path? A decent demonstration should test the software, not the supplier's ability to operate PowerPoint with confidence.

Of course, there's one rather inconvenient problem. The best SMEs are usually the busiest people in the organisation. They're valuable precisely because everyone relies on them, so freeing up their time can feel like asking for the Crown Jewels. But treating their involvement as something to squeeze in between their normal duties is a spectacular false economy. Give them proper time, clear responsibilities, effective facilitation and a genuine say in the decisions. Include people who understand the detail, not just managers who understand the organisation chart. Get your SMEs right and you've a fighting chance of buying something that works. Get them wrong, or don't involve them at all, and you'll probably discover their importance about eighteen months later, when the shiny new system goes live and somebody asks why it can't do something the old one managed perfectly well. 

Still, at least the procurement finished on time....

Unsure about getting the most from your current housing, assets & repairs solutions? 

Give me a call, I will drop in for a brew & bring the Fox's extra chocolatey ☕

       Related Post: Is a big spend on systems favourable to regulators in an inspection?

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

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

The Datsuns - What would I know

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


Access a quick list of our Social Housing ICT blog posts here , what projects do we get involved in? Access them 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,ActiveF,ActiveFinance,ActiveHousing,Acutence,Advanced,Affinity,Aidenn,Agile,Agile365,AHB,AirWatch,Alscient,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,BrikHousing,Browser Applications,BC, Business Central, 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,CxFeedback, DRS,Deeplake,Datatank,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365,Dynaway ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Esuasive,Esynergy,Etive,Exhibition,Exponential-e, F&O, Facebook,Factorwise,Fast Lean Smart, Field Service management,Finance,Financial Systems,Financials,FLS,Footprint,Forms,Freezes,Fusion,Fuzzlab Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HCL,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,HousingOne,Housing-One, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IPC,iProperty Cloud,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,In4Systems Promaster,InfinityGroup,InfoBoss,Infoshare+,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,InclineIT, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera,Keynamics, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz,Looking Local, M3,MadeTech,Manifest Software Solutions,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, MRI,MRI/Capita,MRI Housing One, 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,Omni,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,Plentific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propeller,Propoints,Proval,Providers,Pyramid, QL,QLX, QLF, QL Yuneo,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,ROCC Orchestrator , ROCC Tracker, RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,ROCC Attend,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rubix,ROCC, Rocket,Rubixx, Salesforce,Salesforce.Org,SAP,SASSHA,Sava,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, Solvares, 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,Techlabs,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,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visitour,Visualmetrics,Voice,Voice and data,Voicescape,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, Yuneo,TS Acutance Consulting, ...

. . . . . . . . . . . . ES | FR | DE | IT | UK