Missing (a trick)

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

Poring over the recent survey carried out on housing customer self-service portals, built by Ade Capon, Brett Sadler and I, some clear insights are evident.

One is that the social housing sector is clearly no Amazon or Ebay, although really should we be? Think about it, we are not quite as transactional as those organisations, but should we not be aiming and having our suppliers aim for something approaching this? I have long since banged on that we should try to lead digitally, not just be an 'us too' philosophy on this.

Looking at answers to questions on volumes of visitors each month to our portals, its exceptionally low. The tenants just don't seem to be coming, although we have clearly built it, (our on-line portal that is). Too many organisations seem to have 'not promoted it' and looking to do so 'soon' or 'in the future'.

Do you seriously think that Levi Roots produced his 'Reggae Reggae' sauce and waited, 'for them to come'? Well if he did, his condiment would never have found its way into my fridge, if he had. Now Levi could not have sent all 60 million people in the UK his hot sauce to sample, but the equivalent for us is to enrol all our customers for our portal and urge them to use the username and one-time password to log-on.

Mentioning it in our quarterly newsletter, posters in reception, the back of toilet doors in reception and participation groups all still helps. Pre-sign up has been proven to have the biggest impact. To those naysayers out there who are mouthing the words 'data protection' at me now, I would ask if your local taxi firm gave you a declaration to sign, before they SMS'd you details of your cab on its way? Now if its the silver Merc thats one thing, but if it's the custard coloured Datsun again, I will be changing taxi firm, I tell you.

You are already in a transaction with your tenants. Possibly one of the most important of their lives. Keeping a roof over their head. As long as you explain what it's all for, how to opt out, it should all be kosher. It's a fact, RSLs that do self enrol, receive 25% or more regular interactions on-line. Which is pretty good.

Getting tenants online is a different matter, you might want to access this link:  http://tonysmiththathousingitguy.blogspot.co.uk/2015/05/i-promised-you-meracle.html for some practical ideas. To be successful, getting our customers to get with it, with us online, we need to be more bold. Otherwise we are just missing a trick.

Related Post: Are you at least doing the basic self-service stuff?

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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.


Everything But The Girl - Missing.
(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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What you need

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/

“Apps, that's what our tenants need, don’t they? So they can pay their rent and log a repair. Surely we have to get one made up, they look good too, we would look like a trailblazing organisation”.

The above is not quite a de-facto ‘just heard’ conversation, but is assembled from a few strands of some I have heard just recently. Funnily enough I have been thinking about apps recently as I have just upgraded the old ‘dog & bone’ and took the decision to review what apps I moved and which would be in the first two screens.

I have the usual suspects on the first screen of my phone, which reflects my life-style. Jet set, UK wide, hired hand looking at helping social landlords, get the most of their housing investment. I might be exaggerating somewhat there. However, TheTrainline, TubeMap, AroundMe, Maps, Alarm Clock, CoPilotGPS, Laterooms and Evernote all feature, as well as Twitter and Facebook.

After that, it gets a bit more vague. Apps I use occasionally, maybe less than once a month and apps that I downloaded for a short precise purpose. A lot of those can be binned. Many relate to a specific event and vary in stability, completeness, ability to stay open or relevance to the actual event. I wont embarrass anyone, but it seems to me (and others who have had the conversation with me), having a conference app just ticks a box.

No-one really tests it properly and if they did, would the problems be fixed in time anyway?
So I think, having a ‘Me Too’ type app is a very bad idea. It’s an even worse idea at events I generally go to, that is ‘ones that attract Housing IT people’. You know, they will be the worst critics, even screen-shot-ing it and generally posting it around. However good we think we are, the temptation to point the finger is right there, isn’t it?

So back to the original point, are apps worth spending on for social housing tenants/customers?
Well, one for mutual exchanges might be pretty useful. That's an intense activity that you might engage in for a few months. Anything that helped would be really good.
Logging responsive repairs is often mentioned. With the average tenant only logging about 1.7 repairs annually, the cost per transaction could be pretty high, if anyone remembered from one year to the next, they even had an app for it.

Some of the innovation I find most interesting is where an existing app such as Facebook, used a lot within our customer base, could have our landlords widgets embedded within it. I.E. in my FB homepage, I could log a repair, see my balance and initiate a payment via Allpay etc. Possibly that is a place where some efforts could be targeted, returning a relatively low cost per transaction.

I think you will agree, this will encourage engagement, as its simple and convenient. As John Popham puts it, having people go to the effort of switching to a special app, its just like having to switch over from Coronation St, just when the dialogue is getting juicy, to do something boring for 5 mins on the Discovery Channel. Makes you think doesn't it?

If you think your organisation could use some help with your ICT or housing processes, please don’t hesitate to get in touch.

Related Post: Is this the time for your organisation to get dangerous?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

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

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of 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 or issue.




File Under: 360,1stTouch,4Js. , 07854655009 , #UKHousing,1st Touch,3squared, 365 agile Ltd, 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, Agile, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,Castleton Cambridge,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,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,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,Invu,Ireland,Irish,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, QL,QLX,Quiss,Qlikview,Redstone PLC, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,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, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmit, tonysmith, tonysmitht, gotonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmithth, tonysmiththa,tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, housingIT, ITguy, HousingITguy,HousingGuy, 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, 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, Xmbrace,XML ,XenApp,Xen App .

Test The Theory

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 was doing some work this week coming up with a pretty detailed upgrade testing plan for one of the housing associations I work with. It occurred to me that it's even harder to build the initial UAT when taking software for the first time. That process can be even harder if some ground work has not been done up front on the business case and PID (Process Initiation Document).

Early in July I am doing a set course for Rod Laird designed to help people understand how to choose the right application software, avoid some of the real 'gotchas' and generally remove a lot of the stress and uncertainty of the whole process. It's something that I think might help reduce the amount of investment wasted on the wrong software/failed implementations, also bring more in on time and to budget. More on that and a booking form at http://www.rodlaird.co.uk/default.asp?page=1469

One of the big gotchas is around knowing what you are purchasing in the first place. Unlike Excel or a washing machine, which is well understood, proven, with few bugs and problems, and in use at countless places, housing application software may only be in use in a few dozen places, or not actually anywhere at all. Did you read that last bit right? Yes you did.

I have known large and sensible RSL's purchase software solutions just on the strength of a great sales pitch, a PDF or some mock up screens. Often the sale is done via a department team, e.g. From the asset management (not IT) budget, with the first that IT know of it, far down the line when it's not progressing.

Know your software that's there to be purchased. Selecting software that's not been written yet or is still a prototype, is not a problem if you know and understand that from the start. It obviously represents a risk and in my mind higher risk should equal lower prices. IE If my organisation was to be the guinea pig to test and get a new piece of software working, for a commercial company, I would like to see some significant recompense.

So how do you establish if you are the testing guinea pigs, or just another customer? Start by asking and obtaining a list of all existing live and installing users, for the proposed application. This clearly separates the facts from the sales rhetoric. If a list was not forthcoming, possibly this application is not already out anywhere after all.

Then establish who is using this software in a similar situation to you. If you are medium to large, to reduce risk it would be desirable to see other RSLs using the application in that space. If you are specialist, e.g. very C&S not general needs, is it relevant that the software is already working in that area? How well will it integrate into your other core applications? Is that proven elsewhere. Obtain clear facts, user names, contact details.

Pursue these points carefully, to establish the risk that will be involved with your project. Ensure expectations are set internally. If you have spoken with, or visited many organisations that have already implemented and working with this application, your testing should be reasonable and expectations should be that our project timetable might be achievable. Previous installs and lessons learnt, should allow a reliable one to be drawn up. If you haven't, you might be involved in effectively helping to build an application from scratch, with all the trials and tribulations that that brings. Ensure you have the facts before signing the contract.

"Let the buyer beware" caveat emptor as the Romans once said. Know in advance if you will be testing a software product, not a prototype. If you can use that course, book it fast, places are limited - http://www.rodlaird.co.uk/default.asp?page=1469

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You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Related post: Are you making good application software choices?

Audioweb - Test The Theory.


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

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, 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 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,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,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,Invu,Ireland,Irish,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, 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,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,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, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, 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, 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, Xmbrace,XML ,XenApp,Xen App