Pioneering Systems

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

As a chap (some cheeky rascals might suggest might be) ‘getting on a bit’, but not managing to be in the first five months of the UK vaccine rollout, I was pleased this week to receive my call up letter to book my jab. Yay!

Despite all that is out there to read by the great, the learned and the good on Fakebook, Twatter etc, I have not been convinced to become an anti-vaxer, or rely on daily vitamin D supplements, or anything like that. If you have, good luck with that.

The greatest thing about it, was that I managed to book my two local jab appointments using self-service within about 90 seconds, in timed appointments. Friction free, the desired style of self-service.

Ninety seconds is where I think we need to aim in self-service for housing, in successfully logging a new repair and setting an appointment. If your self-service for tenants cannot cut it in under 90 seconds, including a fixed appointment, then & there, you do need to take a serious look at yourself and processes. Maybe your self-service isn't up to date. If so, you are again not supporting residents well.

With all the bad news around Covid19 and our governments slow and ad-hoc poor management of it, this is a rare triumph I think. Note that vaccine rollout is an NHS, not a government achievement, although that clearly does not prevent the latter doing all they can to garner credit for that success currently.

So much of what has gone wrong with Covid19 in the UK in the last year, is related to contracts being awarded to big outfits and consultancies, such as EY, Serco and other usual suspects. Often these companies have no specialist expertise to draw on and just recruit webs of sub-contractors, each taking a slice of the revenue.

Having worked in healthcare clinician and GP appointment solutions, I understand the difference that small providers with good specialisms can provide. The UK Covid19 vaccination booking system has been created and rolled out in record time by a solutions provider called ‘System C’. NIMS (National Immunisation Management Service) is the backbone of the successful rollout.

British company, Systems C Healthcare, deserve credit for making a fantastic job of this, really showing what relatively smaller solution providers, are capable of delivering. This is in contrast to a decade of some massive public sector ICT failures from BT, Accenture and Fujitsu. How refreshing to see a proven healthcare IT provider delivering quality software that works for the 20 million or so people jabbed so far, rather than monoliths (sometimes with friends in government), bidding for huge contracts, just making overblown promises and rarely being held to account.

Thank goodness, in contrast to a failed Track & Trace money pit, still seemingly on Excel 2003, we appear to have maybe dodged a bullet there

Read more on NIMS at https://www.systemc.com/solutions/immunisation-child-health/nims/

Related Post: Avoid being live and dangerous - making go-lives go better

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.

The Maccabees - Pioneering Systems.
(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 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,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,Firmstep, Gas Tag,G-Cloud,Goss Interactive,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex,Granicus,GOSS HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi 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2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MRI Socialhousing,MRISocialhousing, 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,Netcall,Netcall Liberty, 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 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Data All Over The Road

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


This last three months or so, I have been involved in a number of new projects, which from early scoping and initial needs, look very much like dropping some pretty standard self-service, on to some mature systems. Taking the more detailed look, its not often that simple.

As with when I were a teenager, taking a quick look at a Vauxhall engine with 78,000 miles on it, you wonder why so many things don’t look connected. Indeed my first question with a ‘M’ Reg Viva 1300L was, “what’s that brown foam coming out of the rocker box?

If only data leaking all over the place, was as easy to spot as oil coming out of a sump, we would all be in a better place. However, every organisation I work with, have some data outside of primary systems, in little island applications or Excel. What does this look like and why would managers favour this approach?

Well start at the top, take a look at your KPIs and determine where they are sourced from. If values are keyed in, rather than taken from a well structured detail source, chances are that the source the data should be in, is incomplete. Where we are dependent on staff, we inevitably see errors, transpositions and in many cases bias. The best auditors I have ever worked with, never stop until the detail adds up to the summary KPI. If it doesn’t then the green ink pen comes out.

Multiple sources of the same core data, rings similar alarm bells. Which contact telephone number is the most accurate one? The one related to the contact, the last one mentioned on a repair or a CRM call? How can you create the best customer orientated service, if we struggle to even know their most recent or relevant phone number.

Look out for canines too. Anywhere you can find two staff and a dog, maintaining a GIS, case management, asset system or Leasehold management application, we probably have some detached or island data, right there. I suggest you get a nose for it, as it will be the Achilles Heal, in creating complete and frictionless self-service.

Asset Management can be one of the worst teams for over collecting data. There is an enormous cost in keeping data accurate and trustworthy. If data has no value and does not contribute to KPI’s in a meaningful way, or perhaps for KPI’s NOT in a meaningful way, then we are renting it on borrowed time. A bit like that guitar in the back bedroom, you got eight years ago and never managed mastering those two chords. Its better to let it go.

So to the second question, why on earth would you allow such fragmentation of your key data?

Well sometimes its just the organic way systems have evolved over time. More likely, previous managers perhaps did not like a particular application, for sensible or irrational reasons and chose another. Less now can departmental managers make such procurements, with ICT only being made aware when the implementers ruck up. However it can happen that way.

One big issue I find is that some teams or staff refuse to keep core systems up to date and managers do not understand the importance of enforcing rules. Often ICT try to protect the data, but can come across more like the ‘hard cops’, acting against the staff interests, which is quite the reverse of what’s generally intended. Managers sometimes then go in another direction, branch out into T-cards, whiteboards or a nice insulated hosted SaaS solution, that cuts out those pesky rogue users.

All of these organisation habits, lead to a massive throttling of possible self-service quick wins. Recognise them and you can manage your transition better, to excellent and comprehensive self-service. 

Related Post: How do you prove your system interventions are truly making a difference
 

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.

Rival Sons - All Over the Road.
(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, ...
. . . . . . . . . . .

Come Back Brighter

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


Do you provide self-service to your residents?


If so, which internal team are responsible for it?


Just let those two questions linger for a while.

Anyone who knows me, will be aware I do a lot of Twitter. I learn a lot there, I really do. It is quite true, as my old man used to say, “Things you see, when you haven’t got a gun”. I love observing the experiences of tenants and particularly the service they receive. There were plenty of alternative views on #HousingDay18, many of which maybe warrant a blog or too.

There are a lot of reasons that residents can benefit by doing their business with their landlord online, not least it should be quicker and can be done without restrictions of office opening times etc. Good use of the internet clearly can make shopping and other things more convenient too, reducing what we pay if we are keener finding canny bargains.

I am not a believer that ‘if you build it, they will come’, far from it. Self-serving for housing often needs some careful thought, communications, nudge or maybe even incentives (how about £10 off your rent every month?). So if you have a resident enjoying self-serving, make them a keeper.

On twitter recently, I spotted one tenant of a medium sized social housing organisation, near to me in the North West of England, who looked to have been locked out of self-service. Password no longer worked and sounding quite digitally savvy, had even emailed then tweeted to ask for help.

Apparently the reply they received was that they were going to get the IT Crowd to look at it. Now I know that in some organisations, if it’s got a 13amp plug on it, that will be the remit of the ICT bods.

Now last time I checked, most self service is sans-plug. 

In fact it’s the new frontline for the service, for a growing audience. Can you imagine Amazon, Sainsburys, EasyJet or John Lewis thinking like that?
Then why in #Socialhousing do we think that would be remotely acceptable?
Those organisations see self-serve as a massive chunk of customer service delivery, if not customer service themselves.

What I think we miss still in many corners of the sector, is that customer service is less of a team, than an overall attitude.

It should be foremost in the minds of all staff, including ICT and perhaps the nice comms person Alison, who replied to the tweet. While problems do occur, self-service needs to be friction free, easy to use and work around when problems occur.

I am aware of what self-service product is in use here. Firstly, if I were in their shoes or that of any landlord witnessing this kind of difficulty, I would be working with the solutions supplier to be fine-tuning this to continually improve it. Test it to distraction too, to ensure all eventualities are catered for, resets etc can be done quickly at at any hour of the day without manual intervention.

Secondly, I would have back office staff aware of how to smoothly help to have that resident up and running again ASAP, maybe in preference to others, first thing the following working day.

I was asked when presenting at a recent conference on Digital Self Service, from people I have worked with, who seems to do it well? My answer was what I had seen from another large North West based landlord, (that began with a T). While queuing at their front desk I witnessed one tenant teach another, to self-serve, while queuing ahead of me, to log a repair.

When it works so well your staff no longer need to promote it and your tenants are doing it for you, I think you may have the problem licked😉

Related Post: Testing, an absolutely essential activity 

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.

Reef – Come Back Brighter.
(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 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,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark,Housing Portfolio Management System, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue,Portfolio Management System, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,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,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, 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,verse one,verseone,vWork,Version One,Visualmetrics,Valueworks,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ...

Give Me Everything

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



A few weeks ago, I got into a conversation at a client I have been working with, around their newly launched self-service portal.

Without naming the RSL in the Midlands, I thought they had made a very good job of it, working with a third party web partner and their HMS provider. Lately I am coming around to the idea that the best self-serve seems to generally involve that kind of mix. Maybe that’s one for another expanded blogpost.

However, I digress.

The client had been pursuing a soft launch, with several hundred customers contacted in the first phase, by email and post. Each customer had been invited to contact the RSL, with the assigned user/reference ID in the communication, to ‘confirm’ their identity.

Getting on for a hundred had been back in contact, but one had caught the organisations eye. One customer had replied to the email, with just about every possible piece of personal data, clearly ‘over’ confirming their identity. There was enough personal data, to probably execute some clear identity theft, a few times over, for what was supplied.

Firstly, the question was, “What’s to be done”?

The respondent had taken the original email quite literally, but perhaps not in the way that most of us, savvy internet users, might respond. Clearly the original communication should have stated that ‘There is no need to supply personal data by email, please phone us on xxxxxxx, so we can supply your password etc…’. Also, as banks often do, a statement about ‘not disclosing certain personal details’, should also be a feature.

Secondly, how should this particular resident be handled?

A peek at the RSL’s Housing Management System, might reveal if this is perhaps an older (perhaps naive) resident, or perhaps one with known vulnerabilities. Clearly, a member of housing or scheme staff, needs to have a conversation with this resident to explain how we need to keep secure on-line and also what is the appropriate way to respond and validate requests for personal data.

Getting tenants, residents and other customers signed up for self-service is a challenge for all in socialhousing. Much like those clever Aussies back in 2015, maybe RSLs can offer cyber security sessions, which becomes the Trojan Horse, followed by a smooth sign up of their resident portal? An interesting thought eh?

Interestingly, this RSL was already collaborating with a local college, to enable sessions at different schemes, with residents to help them get online safely and then move to doing business with their landlord online too.

Consider if this may work for your organisation. This may restrain some of your residents ‘Giving Everything’ to the bad guys out there, in cyberspace.

Related Post: Ever thought there was a better, more holistic way to manage patches? 

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.

Magazine – Give Me Everything.
(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 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,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,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,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,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,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, 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,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Beer Drinkers & Hell Raisers

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


Now I always take notice when I see an innovation that combines several of my favourite things. In this case Artificial Intelligence and Beer, at ‘open brewery’ UBrew in Bermondsey, London.

I read with interest details of four 'AI-brewed beers', the recipe for which changes based on customer feedback interpreted by an algorithm. Backing it up is a Facebook 'bot', collecting data and presenting it to be interpreted by human craft beer brewers. They are £4.50 a bottle, I have yet to see one in supermarkets & outlets near me.

Codes on the bottles allow the drinkers to connect with the bot, which collects customer preferences and flavour choices. Reinforcement learning is apparently a feature, which allows the bot to change future behaviour and questions asked. Product can then be moulded to customers who like hoppier beers or stouts, for example. So w would expect the beers to change over time.

The AI beer range, coming to a hipsta bar near you?

“In this case we’re using AI to give our brewer superhuman skills, enabling them to test and receive feedback on our beer more quickly than ever before. This means we can respond to consumers’ changing tastes faster than traditional brewers.”, says the quote from IntelligentX co-founder Hew Leith.

Read more about AI-Beer here

Collecting feedback by bot is an interesting approach and surely could be used in other areas, such as satisfaction feedback, after repairs, new tenants moving in and how complaints and ASB is being dealt with and resolved.

How much effort would it be to SMS text a tenant a link after such an interaction, in order to do a similar thing for shaping service, delivered by human housing practioners? I hope the Bromford Lab and Halton Housing Trust are taking note. This could be a nice niche way to engage tenants in a new fashion, for an area where it can be very difficult to collect feedback.

If we can make it work in the UKhousing sector, I will drink to that!

If I can help with any customer web or mobile self-service you are engaged with, please be in touch, we are here to help.

Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: Basecamp, a cracking way to look at project management within #UKhousing Management? 

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

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.


ZZ Top - Beer Drinkers & Hell Raisers.
(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 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,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,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, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,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,Symatrix Human Capital Management, 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,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, 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,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Modern Way (of web browsing...)

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


When you use Amazon, shop online at your favourite online supermarket or buy electronics at Currys, using the web, we are all used to that web2.0 experience, without probably realising it.

You know what I mean, a marriage of technology & ergonomic design to put the self-serve customer at the heart of the transaction. It's not just easy, the best ones are helpful too, in smoothing our path to doing whatever we need to do. That's why its our choice, rather than trawling the High St. Don't get me wrong the High St does quite often have its real ale attractions. Please feel free to DM me on that one.

Why is it then, that many of our #ukhousing self-serve offerings, look more like we have re-modelled an office form, for customers to get grapple with, on the web? Signing up to a lettings application form is a particular example in point. Just because in the office, we consume a long paper form, then at the end the 'computer says no'.

On the Currys website, if I am looking to spend £350 on a 14" laptop with a i7 processor, after clicking 3 check-boxes, I realise my chance of doing so is very slim.

No bargains to be had here..... Here be dragons...

There's no reason that on the web, all of these online letting systems can do some simple checks first, within maybe 3 or 4 questions, the applicant can see if it's really worth completing the next 25 questions.

I was talking about this recently with a local authority housing team, who are looking at future needs, from a new system. While I have seen a few organisations have signposting at the front of the online lettings process, I struggle to think of one HMS customer self-service portal, where that feature comes right out of the box.

When you think about it, that's pretty surprising, considering how our socialhousing is becoming such an endangered species and we need to 'market' it to different audiences. One example is bigger houses, often made virtually un-lettable, in some areas due to side-effects of bedroom tax legislation.

If you have a facility on your web self-service that clearly shows the types of property potentially available in this way, do DM me to sare. I have seen a few, but not many.

Here is one I would like to highlight from Chevin, part of 'Together Housing' - http://chevin.housingapplications.co.uk/property-search/
A big thank you to my good friend Jim McNeil @TogetherJim for being so good as to highlight the innovation. How close does yours come?

Suppliers should be taking the lead with innovation, to enable the social housing and public sector keep up with web expectations seen elsewhere. Fail to do so and we attract labels we don't really deserve, because our supplied systems fall short and we have not got deep pockets, to make up the design shortfall, with lots of third party web design.

Cmon suppliers, lets see you stepping up to the plate...

Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: How IDS can help you avoid poor planning...? 

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

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.


Kaiser Chiefs - Modern Way.
(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 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,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,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, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,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,Symatrix Human Capital 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Jive Talking?

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With Channel Shift (or rather Omnichannel), all the rage, I have been in a few meetings lately. Many of these has brought up that curates egg of a subject, 'webchat'. It's the staple of many websites these days, but is it really worth a look, for social housing?

It's an initiative that incurs costs and to some, many of its benefits are not always that obvious. For general sales, I have seen stats suggesting 49%of respondents, in a recent survey cited purchasing as a result of the additional interaction. In social housing however, where a 'sale' is not the key think on our mind, are we seeing its ROI (Return on Investment)?

TVH (Thames Valley Housing) are one user of webchat. On a recent Housing Technology presentation, it was mentioned that it is only really available between 8am & 8pm. I.E. the usual hours that the TVH customer service centre was manned. To have webchat work, it needs to really be triggered by how the customer/tenant is interacting with the site. This is analogous to how sales people detect your movement near a tumble dryer, and instantly extol the virtues of 'crumple-free' shirts and blouses. It can add value if it is answering tenant queries and reducing the overall interaction time, while adding value. Webchat seems very popular on higher value sites too, where some up-sell is involved. E.G. flights, financial services, hotels.

As at least a couple of organisations have pointed out to me, webchat does not channelshift, it needs people, expensive trained customer service bods, in many situations. Hence a few RSL's have decided to give it a wide berth altogether. "Deliver me more self service for lower cost", she said.

Possibly use of webchat as a learning exercise, to decide what needs fixing with your existing website design, is worth a look too. Researching what tenants find problematic, fixing the sources of that in your self-service area and then reducing use of webchat, sounds like a good strategy.

Consider thinking out of the box if your organisation is considering webchat. Rather than channel shifting, you may be introducing another more expensive facility, with additional software costs too!   

Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: VR is back, are you ready?? 

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The Bee Gees - Jive Talking.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


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