Schedules

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

How times have changed in the world of scheduling diaries in Social Housing, for trade repairs and other resident visits.

There was a time when scheduling was the proverbial Marmite, with most housing professionals I worked with, either with the binary choice of ICT/application scheduling as ‘essential’ or ‘not essential as good staff are the key’. In the former case the options were pretty much ‘Optitime’ or nothing really, to automate and aid the efficient scheduling of work to be issued.

Funnily enough, I find you can pretty much ‘carbon date’ repairs people talking about scheduling in the Socialhousing sector, by if they call that product Xmbrace, Optitime, DRS (Dynamic Resource Scheduling), Kirona or OneAdvanced. Also, those guys memories, war stories and battle scars of a migration from version 4 to version 5 of that on-premise delivered product.

However, getting on to nearly two decades of diary scheduling in housing, we are in a very different landscape, one being more dominated by Cloud computing, higher expectations of APIs/integration and native browser delivered solutions as default.

We now have a wide variety and in some ways bewildering array of options open to us, particularly if we are interested in scheduling multiple teams, not just contractor repairs, maybe compliance, arrears and asset management & surveys.

If course a lot of software providers had a go at writing a scheduler (why how hard can it be?), crashing and burning or only having a single user etc. ProScheduler or was it PromasterScheduler is one that springs to mind, that I came across. I think I was always being told that someone new was always ready to sign up to it. Something that does not make sense in practice and clearly would have brought with it risks of little new investment or ideas going into it.

In the move (or rush for some software suppliers) to redevelop/modernise the integrated HMS for the Cloud, many are adding their own integral ‘scheduler’. These can have varying degrees of being ‘dynamic’, at times a difficult noun to define. At the bare minimum these can be ‘drag & drop’ diaries that feed mobile appointments, right up to some aspect of being able to reshuffle tasks (jobs, visits etc if you like). Many contractor solutions these days include their own scheduler option, sometimes after many years of integrating to the old DRS default. Examples include Totalmobile TM with their Optimise option. I think it would be prudent for suppliers to consider retaining the opportunity for clients, to go for the in-house as well as any preferred available external option.

In some recent procurements, I have worked with clients already with seats on schedulers, such as DRS and preferring to move to a new solution taking those forward. After all, they were currently just paying annual maintenance for those diary seats and this can be more economic/convenient than swapping out.

Contractor solutions used primarily outside housing, also often come with their own scheduling facilities. One example is BigChange, that provides bulk-scheduling options as well as the expected mobile integrations.

‘Plug-In’ scheduler options have been available for some time, such as Click (now part of Salesforce Field Service) and the new written for Cloud ‘More IQ’ solution. The latter is backed and designed by a number of original DRS development staff, including Gael Sianson a chap very recognisable from Optitime events. I remember an interesting evening exploring a hotel Calvados menu with him and his colleagues, many years back before the full move to Kirona.

I notice too that FLS (Fast Lean Smart) appears to be gaining some traction in Social Housing recently too. Good modern API’s are essential for these standalone options, particularly where an integration into Cloud/Browser applications or D365 (Microsoft Dynamics 365) are being considered.

The list above is not intended to be absolutely comprehensive, so apologies if I have inadvertently missed any products.

So, what should be considered when looking at the available options?

• Carefully consider (3 or 5 year) cost of ownership , including integrations, per seat and annual maintenance pricing. What are the costs of adding additional diary seats. Are these cheaper, the more you add?
• If an existing solution is already in use, is it economic to swap out? How well does that existing solution function, supporting the Customer Journey?
  
• Speed – For your mix of diaries (repairs, arrears, estate management etc), how fast can appointments be assigned? Will customer service agents have a resident on waiting for 3 seconds or 30? Is it this fast with ten diaries when demonstrated, or the 350 diaries in your actual real world staff team? 
• Will your scheduler work with self-service quickly and and any repairs diagnostic tool in place?
  
• How many matching metrics are needed? Areas, towns, locations, sub-locations, trade primary/secondary skills, ability/experience, multi-trade, paired visits etc?
  
• Are you looking for an on-premise or more future-proof native in the Cloud solution?
• Is there a preference to reduce software suppliers to a consolidated (trusted) solution or a mix of best of breed, with multiple suppliers and application sources/technologies?
• Is your scheduler choice already integrated (& proven) to your application software, or is a new interface needed? A rich set of available and well documented APIs can speed up the latter.
• Technology - If the scheduler is cloud based, can it support 1,000 diaries as easily as a 100 and scale up/down quickly if required?
• How much dynamic scheduling is really needed?
• How well would aspects such as road conditions and other minute by minute optimisations be taken into account?
• How easy should bulk automatic moving of diary appointments be possible. E.G. from three staff members that have just phoned in sick, having gone down with the Covid19 ?
  
• Also, will features such as 'doorstep' follow-on/up appointments be capable by trade operatives/other staff? IE staff on the scheme as well as office based agents can also flexibly re-appoint. Cloud based scheduling might be a certain advantage there.

At some point it would be interesting to put a blogpost together on some real-world scheduler experiences, or in fact examine one of the newer offerings in more detail if that were practical. Stay tuned if we can do that a bit later in the year.

If we can help your organisation with repair, DLO, contractor, scheduling, mobile or self-service application and transformation issues/procurement, please just get in touch, for a chat over a brew 😉

       Related Post:Why are Social Housing Repairs often these days so poor (or perceived as so)?

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.

David Cutter Music – Schedules.
(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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That Bristol Sound

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

They say strangers are just friends you haven't met yet, don't they?

What a great couple of days I enjoyed with a few hundred other Kirona DRS users down in Bristol, last week. Good to meet up with some old friends, put a face to many and make some new ones from a few of the strangers there.

I have always encouraged users to get to their suppliers user groups. Not just to hold them to account, although that's important, the venues are often quite good too. I must congratulate David Todd again for setting up a great evening in Bristol for attendees on the SS Great Britain. He always sneaks some history in there if he can too, which always gets my vote. A difficult one to beat next time.

I was there with a great group of folks from Walsall Housing Group, where we are currently putting in enhanced integration to DRS, new Contractor system from Accuserv and mobile to tie it all together from 1stTouch. Interesting to note that other sites I spoke to all had similar issues. Integration always cropping up top of the list. Spookily enough one of our rocks in the road.

An interesting proposal was to use a solution like biztalk as a dedicated umbrella layer. Some sites had gone that way and ended up with a more modular, easily maintainable solution. It does give a more plug-in, plug-out experience and it certainly does work well once the issues are ironed out.

On the integration front too, a few people I met last conference at Chester, still appeared to have not moved on from where they were six months ago. That is a shame, but maybe we are too busy trying to keep the jobs flowing to tackle the bigger picture. In my experience, sometimes that takes someone from outside the organisation to shine a light on you, your processes, your supplier and interfaces. If you take time out to look into those areas, the jobs will flow better, with less of the grief.

Anyway, a big shout out to everyone who came and had a chat about this blog, said hello or introduced themselves to me. I learnt a lot, (some about malt whisky Dave, I will be getting my community library in touch with you soon mate), thanks Kirona, everyone and Bristol.

Related Post: What can we learn from bad planning?

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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.


Portishead - Strangers.
(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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Love Travel (on the customer journey)

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/

Repairs, repairs. repairs.. such a lot of repairs action these last few weeks. I don't know if its increased arrears fears with it being the anniversary of the (spare) bedroom (subsidy) tax and fears of more caps to come, that is putting the (white LED) spotlight on repairs. But I do seem to be looking into a lot of repairs for my customers.

A lot of questions you might recognise go into the mix. Better diagnosis or broader originally, performance of internal workforce/contracted major contractor, improved interfaces/bulk invoicing, lastly the most important, when its recognised, improving the 'Customer Journey'.   

Do you recognise the real meaning of 'The Customer Journey'? More pointedly, how often do you have all parts in that long chain, in one room to share experiences, tackle challenges and make improvements quickly? Each Tuesday morning I attend a meeting with one of my larger customers in the West Midlands managing over 18,000 homes. Its only an hour, but because we have a full chain from Customer services, scripting, assets, repairs, dispatcher, an IT chap and trade operative (An excellent 'Plumber' since you ask, don't DM me for foreigners(!). I do my best to not miss any of these. I would even make a special journey to go to it, for the hour, if I was not working for the whole day there.

Most weeks we solve or change something. although everyone has their corner/team to look after, we don't get upset when a mirror is held up to reflect something we can improve. More importantly we dig down to seek the real cause of our issues and usually by the meeting following, someone can report some improvement or a nugget of greater insight.   

The few people at other RSL's I have talked with about this approach have all, surprisingly for me, found this remarkable. Doing it so often, or even achieving it at all. If you are not doing this regularly in your organisation, in my opinion you are missing a trick. Consistently good customer service is the cornerstone of great service delivery and achieving best value for money.

Failures when we log our customer requests and problems on the doorstep can be so useful to us. Bring them on, bring them to us and get the journey members in a room to solve them. Discuss, solve, improve brothers and sisters, you know it makes sense.

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If you are free later this month 30th April 2014 (in London) or 22nd May 2014 (in Manchester) and looking to better tackle your repairs reporting and improve your service, read more here about the one day workshops, with the Rod Laird people http://www.rodlaird.co.uk/default.asp?page=1466
Places are booking up fast. I will be exploring what to measure, how to maintain accuracy, what can go wrong and how your IT systems can help (not hinder) with your task. 

Also, a big shout out to everyone who said hello at the Stoke road-show event this week, great to see some old friends again, hopefully it wont be long until I see you at a free bar or buffet again soon. You know who you are Simon 8 - )


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 !

Read on to, cutting your waste:

http://tonysmiththathousingitguy.blogspot.com/2013/02/what-waste.html

Danko Jones - Love Travel.


(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!

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