The Price You Pay

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

It’s a typical conundrum, how do you do your best to keep software implementations on-time?

I was asked this the other week and (as you do) drifted into a long and varied discussion into ‘service credits’, other penalties and contract conditions. While I am not a massive advocate of reaching for your application software contract, every five minutes. However, it should be somewhere close to hand and able to be ‘playfully waved about’ when needed.

The purpose of the contract is of course to protect both parties, if executed properly. In that sense, its best partly a compromise by both. Specific penalties are useful, although they are no guarantee or pot of gold if things go wrong.

For example, I have seen clients get them selves in knots coming up with elaborate service credits, but in the big scheme of things, these often amount to maybe only a few hundred pounds in a particularly performing month. Raising a credit for under a grand is no biggie to most suppliers, that’s unlikely to change habits anytime soon.

One off penalty payments hanging over delivery or implementation can be another misnomer. On one occasion I had a client clearly unhappy with their supplier, for a number of reasons, over a number of years. Routinely, they would insist on penalties of a few grand, to guard against long delays (of which they had experienced many). I was on site one morning of a project meeting with the supplier, their account manager and a manager from the software house at director level. The client correctly pointed out in a contract where there was a £9k penalty. The project was nearly 18 months late.

Depressingly the (well known) supplier director, analysed the small print and replied, “Yes – we will pay that”. He was then looking for some look of gratitude or a ‘Thank You Mate’ I guess. Of which he didn’t get one. Nor should he either as that 18 month overrun had perhaps caused four staff to need a new temporary workaround and having lost the opportunity for some serious transformation. The £9k was barely touching the sides.

Personally, my favourite clause in contracts based on overruns is getting senior software people of director level in the meeting with you each month. Then they might see for themselves the unpleasant SMT style meeting prior to the project one, where ICT and the project manager get ritually flogged. Directors of software houses getting a taste of that pain themselves can be really helpful. Spookily enough after having their ar*e dragged in to those for a few months, that can be much more effective than raising a few credit notes.

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Acutance Consulting would be happy to help you review systems options, 

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

       Related Post: Any idea even where your software contract is? 

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.

Savatage - The Price You Pay.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Affinity,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Footprint,Forms,Freezes,Fusion,Fuzzlab Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark 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Data On The Move

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

As anyone who knows or have worked with me over the many years I have been involved with Social Housing ICT systems and processes, I have been involved in many data conversions, as well as a few data merges. Of the latter, once 4 housing system databases merging into just one new system.

Now most new suppliers you might procure a system from, will typically have you, dig all your old data out, and provide loaders to take those spreadsheets, text files or base SQL tables, into the new system. The exception to this assumption is clearly where your existing supplier is to be your new one. In this situation, you may well be charged a little more, but a lot of the process is dealt with for you. Which can at times be a valuable investment!

Over the years I have helped RSL’s, Councils and Charities dig data out of all types of diverse sources. Who would have known that my knowledge of 1980’s & 90’s databases, would be useful 30 years later? Usually 5 or 6 days of my time is much more economic, than getting three temps in for 4 weeks. Although ICT is not always the answer (and we need to recognise that).

However, as in a conversation I had with a RSL I am working with currently, just last week, a number of decisions need to be made. It is perfectly admissible to bring all your data across, as is to bring pretty much none of it. I have done both and pretty much everything in between. No approach is right or wrong, or anywhere on that spectrum. Its always about what’s best for the organisation.

One big factor is often what access will you have to that historic data. Your ex-supplier would probably love to let you keep access to that old data, through your current system as read only. Probably because you will most likely be paying up to 50% of your current licence to access it. Now you might be migrating to something else to save money. If this is the case maybe the key consideration is either to migrate most of it OR migrate maybe just some of it (maybe a snapshot of two financial years). Agree on this decision first and potentially save yourself some brass.

Where your cut off is, may depend on the time of cutover to the new live system. A big reveal, most new go-lives do not occur at financial year end. Most however in my experienced are synchronised at a quarter end. This enables some continuity of quarterly KPI’s etc. Clearly one ‘Gotcha’ is making sure that you have new KPIs in place and can UAT them before go-live. I have some sites wait 6-12 months to achieve some of that. No-one buys a new system to plug lots of data into it. They buy one as it should be driving transformation, insights and decision making.

Clearly, (getting slightly techie now) any data entities that are ‘open’, need to be brought over. By that I mean open repairs (from whatever requested date), or any rent accounts with a balance (credit or debit, current or former) etc. These are all clearly reconcilable from old to new system (although this more often than is sensible, seems not to be done to the penny).

This might also be a good opportunity to slim down or transform your structures, as part of the data move. As left as a task to ‘come back to later’, will it ever really happen? Also, old long unused suppliers/contractors/users could be dropped at this point. Sometimes these can be just scripted in data to a generic ID, if this data needs to be carried over.

So what’s to be done if you decide to migrate only two years (or so) of old system data?

Well you can start by thinking what you already have in a physical form. For example 6 years of PDF rent statement documents in a EDRMS solution, or archived monthly reports for areas such as Repairs, Lettings or Case Management. Bear in mind that if your data is already in a database, such as SQL, Ingress, Oracle, Informix, Access, Foxpro, Progress etc, you can retain a copy to query natively. Alternatively, if a non-SQL Server database is in use, it can usually be exported/unloaded and transferred to a standalone SQL Server Database, capable of being easily queried.

If your data calculations are done right, it should be expected that within 3-12 months of having your new system, queries on the old data should dramatically reduce. Not withstanding that, it is also quite likely that specific data will have been left behind unintentionally and this will need to be (hurriedly) transferred over, in the first 3 months. A good quality of UAT should really shake out that one.

Of course GDPR and the direction of your Data or Information manager, needs to be taken fully into account in all of these data migrations. I would suggest that organisations should already thinking about data migration, before contracts are finalised for new systems. Ensure sufficient data conversions are costed in your contract (if costs are applicable), particularly the weekend go-live at double time.  

I hope there are a few useful takeaways here for organisations pondering this conundrum. Get in touch if you need help with this or the procure prior, or project assistance as Critical Friend afterwards.
 

Related Post:So you have moved your data, how do you reconcile it now?

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 Record Company: On The Move.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Affinity,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,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, Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,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 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Missing Pieces

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


Sometimes, I feel I need to work like Inspector Clouseau, in getting to the bottom of system issues & problems, of which readers will be aware, I encounter often.

How often do you realise that you are looking at a symptom, not the problem?

Anyone who knows me well would maybe identify me more with the real ale loving Morse than the comic Belgian. No hidden Brexit references there either! However, powers of determination, investigation etc, remain the same.

A few weeks ago, I remember encountering a problem, defined on a supplier helpdesk as ‘Problem passing report to Excel’. Now it was a SSRS type report, so that kind of functionality is broadly nailed on. However in todays complex landscape, maybe it’s down to a security issue, buggy release of ‘Report Server’, or bad formatting of the primary report.

However, its preventing some heavy-weight full-fat reports being finally assembled, so it’s a priority issue. Well we would probably all agree on that I expect. At the meeting, I had to ask, “So why do we need to pass that report to Excel?”. A good question I thought Morse might have asked, in that room, considering SSRS reports can pretty much bring any sort of data together.

The answer was, that we need to do that, in order to add some other data in. OK, but when that data was described, it would be expected from the original source of the first report. Spooky I thought. So I asked, why are we combining these datasets like this then?

Well that was because the second dataset was not configured in the database, as it used to be and seemingly, will be going forward forever into the future. Clearly this was a bit of a lemon drizzle cake moment for me. I asked, have we even tried to set this second set of data up and incorporated it into this report, which was newly designed?

Now I can understand use of Excel, where data cannot be stored in any corporate database or system of record, rare though that is, but not using features we already have is virtually vandalism.

Have a look around your organisation. How many people use spreadsheets as intermediate staging posts? How many reports could bring all or a greater amount of that data together, with much less manipulation? Save the Excel manipulation and also save a lot of the time of many highly paid senior staff. They could, I assure you be better employed doing higher value work.

Related Post: Do you think application solution sales people try hard enough? 

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.

Jack White – Missing Pieces.
(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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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 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Are (Critical) Friends Electric?

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


I was asked a few weeks ago, ‘What exactly is a Critical Friend?’, having just explained that is what I provide, for a range of organisations.

I explained it as someone who is encouraging and supportive, but who also provides honest and often candid feedback, that may be uncomfortable or difficult to hear. In short, a critical friend is someone who agrees to speak truthfully, but constructively, about weaknesses, problems, and emotionally charged issues. The role of the critical friend is therefore a strategic one and can be important in assisting improvement.  It is essentially a role of support and challenge.

My last few Critical Friend assignments have included contributing to a project to reduce 27 software applications at North West Social Housing Group Torus, assessing the quality of a tender submitted for housing solutions outside the UK, and and innovative housing sector product, useful for DLO's and In-House Contractors.

I work with many different types of organisations, Social Housing landlords, suppliers to the sector and ones looking to break into it. Why you might ask, would anyone need the services of a critical friend? Well, a very good client, I have worked with for many years explained it as, “because sometimes, you just don’t know, what you don’t know”. That is an accurate definition, but it must be recognised that culturally, particularly in the UK and Ireland, few people will tell you the painful truth.

When our friends or family come around to see us, we say, “Sit down, make yourself at home!”. Which as we all know is the exact opposite of what we would like them to do. I.E. Stay there, don’t mess with my books, music, my fridge (certainly don’t go rooting around there!!) etc. We won’t tell them the truth as we are sensitive that we may hurt their feelings.

So, when we are in a business or work setting, we tend to behave the same. If you ask other staff, customers, suppliers or associates, how something is, we rarely receive honest answers. I am sure you have experienced that.

Suppliers often work in isolation, thinking their products or solutions are brilliant, (or pants), often with no proper critical input, to confirm or deny that opinion. It is easy to work in ignorance, continuing to fail, or be successful without actually understanding why. When I work with suppliers, they receive a ‘warts and all’ view from me, taken from an encyclopedic knowledge and practical experience of the sector. I think many suppliers who could improve their products or presence in the housing sector, shoot themselves in the foot, by not engaging a suitably helpful critical friend. I often work with suppliers new to the socialhousing sector.

Landlords and RP’s also have benefitted from critical friend work we have done together, to review how they work, software they have and how they use it, help to procure and particularly help to implement selected solutions, to time and cost expectations. I am fortunate in that I spent 14 years on the dark side, as a supplier. Uniquely, I know what goes on over that side and supplier limitations. Also, I implemented getting on for two dozen systems, over 6 or more years, so I have knowledge of product, data extract, reconciliation, implementation, effective integration, training and project management. When looking at how clients and suppliers are tackling those areas, I bring a lot to the table.

Often clients have not implemented a new system before, or experienced transformation, bringing many systems into a few less. This can be daunting and its best to ask for help early, or factor in use of a critical friend early. It might only be a day or more a month in some cases, but it enables an outside view to be incorporated into what can sometimes be very stressful projects.

In critical friend work, I have sometimes been referred to as the ‘Bad Cop’, compared to the clients ‘Good Cop’ stance. I always think of my role as being to shine a torch on to issues, providing options and solutions to move them on quickly with suppliers and clients. That can sometimes be forceful, occasionally unpleasant, but its agreed that it’s got to be put out there. While my involvement is relatively short term and a little disruptive, to make things happen, the client will continue to have a strong, positive relationship, hopefully for many years going forward. Recent work with Torus Housing Group and others, has been very productive and transformative.

I smiled recently, to have been described as the ‘Swiss Army Knife Critical Friend’, due to my wide depth of knowledge and experience. That’s very nice of someone to say so, I certainly have all the tools to bring to the job, as and when they are needed. It was also remarked that, ‘it was good to have a true friend, always going that extra mile and batting on our side during our project’. That I think is the other key to a great critical friend, they need to bring a can-do attitude, together with experience and tools for the job.


Related Post: Have you complex and functional systems, not properly implemented? 

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.

Tubeway Army – Are Friends Electric?.
(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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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 ..

Touched by the hand(over) of God

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

A prospect of mine, who happily became a customer too and later a good friend, once described buying application software, a bit like switching on the radio. (that would be the Roberts DAB radio in this day and age obviously. Not what oldies might lackadaisically call the 'wireless').

The sale is like BBC radio1. Bangin' tunes, DJs all over you, Hip-Hop, Rap, Drum-n-Bass. Once the deal is done, in come the implementers, knocking out Mahlers 3rd in E-Flat! Yep, we have gone to BBC Radio3!

Please at this point dear reader, you will be feeling some empathy with me, if you have put a few projects in recently. The species Homo-Sales-Erectus differs vastly from Homo-implementationus, as this diagram clearly illustrates:

 

Well, in my former life, I was on occasions told to get my ar*e down to x as its a new deal we have won and they want to implement before y, make it happen will you? Being the obliging chap I am, I would endeavour to hit y and normally did, I had a reputation to preserve!

Still that's not the best way, sailing by the seat of your bottom, I can tell you honestly!

In fairness, its pretty much most suppliers I encounter, that suffer from this. Handover is not the best thought through bit of the contract progression. This inevitably leads to the customer going over so much old ground, that was covered in the PQQ, ITT, Demos and/or Contract Clarifications. For the exceptions to the rule, they do present a refreshing change, but they are definitely in the minority. As can be gleaned (humble suppliers, I know you read this blog..), customers are rarely amused.

Consider in your next software procurement / purchase, stipulate you would like your assigned project manager to read and digest all the paperwork that has gone prior, within the sales process and that your salesperson does a sensible handover, before initially contacting you to introduce themselves. That will save everyone a month or more, supplier complaints and a few brickbats.

Customers and Suppliers will get on better, Yin and Yang will be equalised to bring them both together to create something that is greater than the sum of the project parts.  Aesthetic balance, everyone efficiently working together. Peace on earth. Well maybe we will tackle that, after our latest project is in 8-) 


Related Post: Just procuring? If so, dont get fooled again.

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

New Order - Touched By The Hand Of God.
(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, 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, tonysmitht, gotonysmith, 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 .

Smells Like Team Spirit

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

We are always talking about teams and partnerships aren't we, but these can be  some of the hardest things in business to get right, particularly in business change and application software projects, even where a recognised methodology like PRINCE2 is being used

Why so hard then, to manage business change projects well?

Its probably a problem that IDS should be considering too, after many £m's wasted on the failed Universal Credit System. Sometimes people in projects use too much faith and not enough practical application, in managing the project, suppliers or the scope. Still, its not all bad news, England have lost their 2nd World Cup game but IDS has told BBC news, he believed England's campaign to win the world cup, is in budget,fit for purpose & on time.

Often one of the biggest problems is that sometimes people great at their day jobs, the so called Business As Usual, are deemed obviously great for new projects, such as implementations. Sometimes this works, but essentially different skills are required. Your IT bods are not the answer either.

Most projects implementing systems, EDM, repairs, mobile etc, are not IT projects, they are business change projects.

Experience of other projects is a great advantage, or getting help from an experienced external resource to add that vital ingredient. That can be the best way of jumping that hurdle sometimes.

Often everyone knows who should be on that project team to make it a success. Often those people however are two valuable to the business to release. Hence, some alternative, less able or valuable staff are found instead. Just to make it a bit more challenging, no backfilling of those staff roles is undertaken and they have to fit both in, the new implementation project and the day job.

Credit: http://uberhumor.com/

I have seen just that on a number of occasions, when representing the role of supplier, and even flagged it up for them. Even though warnings were clearly explained all those projects did not go as well as they could. It was hard to get answers to questions, configuration right and testing sign offs that could be believed. On one occasion, due to the project being behind and more risk than I felt acceptable, I refused to go live on the target date.

Responsible suppliers should be able to have that conversation with you. Suppliers know that problems can be way worse for all if your project goes live and everyone has to mop it up later.

If you have plans to bring in, upgrade or manage a housing applications software project, Rod Laird is running a course in early July that might help you keep it on track and avoid some of the many pitfalls in this area. Check it out on this link for Manchester or London venues. It might be the most useful course you attend this year. http://www.rodlaird.co.uk/default.asp?page=1469

Read on to : Are your customer service desks like an Interzone? 

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

Nirvana - Smells Like Teen Spirit.
(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, Housing Consultancy , 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, HousingConsultancy , 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, Social Housing Consultancy, 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