The New Normal

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

I have found being locked down has been very busy and productive, with a growing feeling that social housing is at last waking up, to how they need to nurture a team structure in a different way, than we did in the traditional office environment. 

Following up on something I touched on in an earlier blogpost, it's good to contrast my experience with a local solution provider I often work with.

I was chatting with contacts at Hallnet, who produce the Active Housing brand range of housing web portals and self-service software , sharing a few insights into their experiences earlier this week.

Amazingly, Hallnet have onboarded five new staff during the breakout of Covid19 due to expansion, including really effective remote training. They have introduced a number of virtual team building strands, to maintain productivity and introduce an element of missing interaction whilst working from home. These are easy elements for any socialhousing organisation to introduce over Google hangouts, Zoom etc. Lunchtime active workouts, drop-in learning sessions, Film Club provide a varied mix with regular team meetings over Google and a daily stand-up from each team member.

Hallnet in common with other organisations I work with, have found that including social strands, like virtual pub quizzes, staff drinks and even poker tournaments, have really built bridges between staff. In the old normal getting social was an employees business. In the new normal, getting to know work colleagues better goes somewhere to replacing the intimacy of all the activities we couldn’t do or now have to do in a more restricted manner.

From what I have been seeing during the lockdown period, Hallnet have backed the right horse to prepare for a rush for landlords to make better self-service a reality, to better serve customers remotely. I have seen a few rollout plans turned on their heads, so I was interested in the type of things they have delivered in the first part of 2020.

For socialhousing, building on work with all the key HMS suppliers, Hallnet have now released ‘Active Portal’ self service tenant portal with advanced content management and ‘Active Community’, a new way to connect RSL residents with local activities, events and services, in a free online directory.

Over a socially distanced IPA refresher 🍻, Simon Wilkes filled me in on some of their recent implementations. Of the successes at Gravesham , Grand Union Housing and Stonewater, I found their work at Radian most interesting. It’s rare to see a self-service project to be taken live within just 67 working days and attracting 5,000+ registered users and 40,000 logins in just over a month. I am often asked how you can achieve that type of footfall and I personally favour carrots, not sticks.

A rich and easy to use environment always has a definite ‘pull’ factor for natural self servers, who want the easiest options to participate, particularly zero-touch. Pretty much my favourites are all included, in the work Hallnet have delivered for the Radian Active Portal. GDPR is covered by privacy opt-ins, dashboard providing access to account info, statements and easy means of making payment. Repairs are self-appointing with ability to track and amend upcoming repairs. Alerts and notifications ensure the tenant is fully aware of their current account information and upcoming appointments.

 

So, a raft of great resident tools in the brand-new self-service Radian toolbelt and its smartphone-centric, device responsive design proven correct, by stats showing 71% of sessions from mobile devices. Here I think Hallnet have a proven, well thought through productised solution, that would slot into many RSLs, RPs and councils with retained housing stock.

 

It’s unfortunate that so many socialhousing providers, still think that to be able to provide real world self-service, we need budgets like the big banks to spend, to achieve it. Full credit from me to Active Housing by Hallnet for making this available, proving it can be done quickly, particularly in our ‘New Normal’.

Remember, you heard it here first – go drop in and visit Hallnet today here - https://www.activehousing.co.uk/products-services

Related Post: Who should be fixing your data errors and maintaining data quality?

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

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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.

New Normal - Louisa Wendorff.
(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,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 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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, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,MWL,Management,Management Server,Manifest,Measuring,Mebus,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS 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. . . . . . . . . . .

Inside Looking Out

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


When looking to improve use of digital channels and self-service, its always essential as a starting point, to know what mix of interactions we have from customers, as a starting point. You are inside, looking out.

I will use the noun ‘customers’, that might be tenants, leaseholders, factors, shared owners and others. These all consume a service and should be treated with the respect that any supplier should provide for them. In everyday life I get agitated when landlords do not see the world that way and ‘customers’ get a raw deal and lack of respect.

I work with many organisations looking to digitise. One of my first questions is often, “what mix of interactions do you receive currently”?

That can be a very difficult question to ask. Could you answer it?

That starting point, enables areas to digitise to be identified. If an organisation already has CRM and uses it throughout the whole business, that may be an easier task. The challenge to that is most often cultural, not an ICT one. Understanding the mix now, is a great starting point to examine alternatives. Here are some hypothetical splits, that will not be too off the mark annually, for many typical housing associations, with minimal digitisation currently.

• Office visits 8%
• Phone calls 29%
• Home visits 11%
• Emails & letters 12%
• SMS 15%
• Payments 19%
• Misc’ or uncategorised 6%

Now, if you cannot catagorise accurately, then that is a challenge that needs to be addressed. Procure a CRM (or solution(s) to record the data reliably) and maybe develop KPI’s and reporting.

All of the above might well also split into team tasks, from logging repairs, taking payments, responding to queries, complaints, (compliments), ASB, letting issues etc.

This is ground zero of your organisations digital journey. Without this, it is impossible to monitor progress and improvement. Once we have the stats as at now, its essential the management team agrees a target for digital transformation. I always despair a little, when the answer back from management is ‘Just a bit more Tony’. Pick a number and lets aim for that, exceed it and then congratulate everyone afterwards.

In my experience, only by having targets, will we be successful. That’s because moving to a digital mindset is 25% an ICT problem and 75% a transformational cultural change.  The former is essential and enables the latter. Never confuse these estimates, but get both right, to improve internal efficiency and also customer service and satisfaction, achieving more with less.

Related Post: Help your next project go even more smoothly...
 

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

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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.

Grand Funk Railroad – Inside Looking Out.
(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,Agile,Agile365,AirWatch,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,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,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,Dynamic AI,DynamicAI,Dynamics 365, 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, 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, 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, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MS Dynamics CRM2011,MWL,Management,Management Server,Manifest,Measuring,Mebus,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid, 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,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, 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, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,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, ...
. . . . . . . . . . .

Diamonds In The Dirt

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



Last week I was honoured to be asked to speak at the first Digital Self Service Conference, #DSSC18 in Solihull.

It was a very interesting event and also good to meet so many people and organisations I have worked with in #SocialHousing and hear how other sectors are doing it well.

It can seem at times, getting digital self-service right, is a bit like searching for diamonds in the dust. Self-serve can feel like graphite, soft & sludgy, not what would be ‘the residents best friend’, the shiny, sharp diamond.

Give your residents diamond service

It was obvious from the conference and some of the comments from attendees, we are getting closer to realising what we need to provide for residents, although still struggling to get there practically. Many of the speakers highlighted how speed was important. If self-service was fast and effective, it will have a pull factor. Then it will be easier to report repairs, pay rent etc that way, better than holding on the phone for ten minutes, or wasting two hours travelling to your landlords town centre office. That’s not to say I believe those latter two options should disappear, but if self-service is done well, other channels for the most common tasks, you would think, will naturally become less popular.

One important point made at the conference, was that just building fantastic self-service, is not enough to make your residents come. I believe it should be fantastic too, in order that we have the best carrots and no need for sticks.

It was clear that robust targets and some change of internal culture is necessary, in order to inform, reveal, assist and help customers get the most from what can be provided. That might mean that staff are trained to help residents access more services digitally, wherever they can. That might be on the housing scheme, in reception, or when meeting them in their homes. Added to this, excellent communication via quarterly newsletters, posters, Facebook, Twitter, the ubiquitous fridge magnet with a QR code on it etc, will all help.

Those are some of the multitude of imaginative ways, that Yarlington & Torus were looking to sign up significant numbers to make the digital option the one of choice, for the majority of customers. Yarlington have seen massive uptake for their self-service, in just the first six months. Inevitably, as more customers self-serve, back office staff mix and the jobs they do, will need to change. It is likely that they will be available to be involved with higher value work, where more empathy is needed, rather than mere repetitive transactional skills.

If you think I can help with your journey to better self-service, selection / comparison of solutions, dealing with your suppliers to help make your solution integrate well, as critical friend, or to review what you already have in place, please get in touch.  

Related Post: Be a smooth operator, when your projects go live 

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.

Joanne Shaw Taylor - Diamonds In The Dirt.
(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 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, 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,Civica Genero,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 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Meltdown

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



Last week you can’t have failed to be aware of the TSB systems and self-service meltdown from the 22nd April onwards, lasting well over a week. You may even have been caught up in it being a TSB customer or relying on TSB in some way. Luckily I don’t bank with them, but I had some fun with my teenage son, who leant a lesson on how when technology lets you down, it can do it big time.

As with most IT situations, it could have probably been avoided well before with better planning, improved testing, selective rollout possibly and thinking ahead. These are all things I encourage in my projects, as it makes for successful ones. A move to a proprietary Banco Sabadell internally developed system, (dating from back in 2000, originally called Proteo and later renamed Proteo4UK), was the target for this project.

There is a lot to be learned here.

The project was originally planned for 18 months, with 1,000 staff apparently to be involved in it. It was announced that 2,500 person hours were to be put into it. Often systems like this are very patched and my own experience of all the COBOL underlying the Littlewoods systems, in the late 80’s bears this out. Much of it was code from the early 1970’s. Many bank solutions are very similar and can be badly documented.

If adequate testing had been done, customers would not be accidently seeing others accounts, details and transactions. Very simple reconciliations, could have detected data conversion errors and balance differences. With suppliers I work with on data conversion, I am always shocked & surprised that standard reports and scripts to help reconcile data, balances, debits, status counts of repair orders etc are pretty absent and need to be tackled by struggling clients instead.

Shujun Li, a professor of cybersecurity at the University of Kent’s School of Computing was quoted as saying, "The scale of the problem we saw is incredible. It’s impossible if they had done systematic testing of the system. For me, it’s clearly a case of management, rather than purely a technical problem.”. That is true of many system and data migrations that go wrong in #SocialHousing.

The knock on effect is that a lot of customers are now moving from TSB, due to these issues. One was my own 14 year old son, who tried to deposit cash into his TSB account, at a cash machine and had both his card and cash retained. It did make me smile slightly, that his confidence in technology had take a hefty hit.

In Social Housing, if we have system issues, most of our residents are not going to up-sticks and vote with their feet however. We would not expect them to either.

However, if we have put a lot of effort into nurturing them on to self-serve and it suddenly goes wrong, we are encouraging those customers to contact us again by the more traditional methods. Just a small hiccup with posting delays of payments made on-line, can shake confidence if residents are not seeing these payments on their account and they appear (incorrectly) in arrears. Anecdotally, many then pay via the telephone, to a customer service centre team, because they perceive that as more ‘reliable’.

Introducing customers to interacting online is a hard slog. Don’t let an ICT or project meltdown, such as the TSB one described here, set your plans into reverse.  

Related Post: Test, test & test again, why UAT is your greatest friend 

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

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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.

Gary Numan - Melt.
(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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Trouble on Double Time

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/

I would have my pension banked already, just based on someone paying me £500 every time I have heard people tell me "we really need to Channel Shift Tony".  Unfortunately I smiled and offered advice, so I won't be upping sticks to retire out to Tenerife just yet.

Since the recent 'emergency budget' including that great Easter egg surprise of a 1% rent cut for social housing rents over the next five years, I am hearing it a lot more. Now regular readers of this blog will know that in conjunction with my fave comms' buddies Ade Capon & Brett Sadler, earlier in the year we explored where #ukhousing was with channel shift and customer self service. See http://tonysmiththathousingitguy.blogspot.co.uk/2015/06/channel-shift-insight.html

Still many people are to my eyes, missing the point.

I have worked with a number of clients looking for direction in this area. Many considered technical innovations such as 'live chat'. What a great innovation. Or not. the point of channel shifting is to provide extended service, 24/7, and cut our costs, to contribute to the missing 1%. Live chat is helpful, but still needs a customer service person at our end, ready to chat. Encouraging it, just shifts the transaction up the line.

Another massive missed opportunity is integration. Mess up in this area and we double up the transaction. It takes me back to the early days of IF, the old Halifax internet bank, from about 1999. This was slick on line, but according to a partner of a old school friend of 'er indoors, all those transactions were printed out, (yes on music ruled folding paper...) and re-keyed into the back-end mainframe every morning. How crazy, we wouldn't do that would we?

Some channel shifting is truly rubbish, it might be how much you spend or how much into the detail you go. I am convinced that the "march of the machines", will be led by the self checkout machines in Morrisons. They are by far the worst out there, followed closely on their heels by the ones in the Co-op food.  I am available to review said machines if anyone would like to engage me, however, I am sure I can make a bigger change in social housing. That would make me feel far more righteous.

Well, if our website self-services don't integrate directly into our backend applications, you know for repairs, rents, ASB etc, we are actually doing just the same as the Halifax sixteen years ago. If when your tenants and other customers participate on line, if your staff are just receiving an email, or a PDF with stuff to key in, you have failed my friend. You had one job and you (or your visionary managers) messed it up.

Stop the doubling up, because it's just trouble. Your efficiencies are not being fully realised, don't kid yourself they are, unless your incoming call total each month and staff head count are not going southwards. That is not to say, dear reader, that those displaced persons should not be redeployed in higher value roles. I am advocating increased efficiency and productivity here, not necessarily crude staff cost savings.        

Related Post: Have a plan with outcomes and stick to it -What can we learn from the shabby Universal Credit Roll Out?

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

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.


Free - Trouble On Double Time.
(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 .