Policeman Data Skank

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

I don’t know what crossed your mind a few weeks ago when you heard about the recent UK big data breaches. On the Monday was a loss of millions of names from the UK Electoral Roll. 40 million voters in fact from hackers - Full article here. I suppose that does make a difference for our government to not be trying to be selling it this time!

A few days later came the PSNI data breach, of every serving police officer in Northern Ireland. - Full article here.

The day after that came Norfolk and Suffolk police, fessing up over another data breach consisting of personal details of 1,230 victims, suspects and witnesses - Full article here

While the first one was apparently a successful hack attempt, (we are familiar with some of those in social housing), the second two look more like spectacular own-goals, that would have needed Mary Earps England’s ‘Queen of Stops’ to try to effectively prevent. These were both cases where the police authorities apparently responded to freedom of information (FOI) requests, for summary data. IE number of cases, totals of police staff and roles etc.

They say a little knowledge is dangerous and that would certainly be true if that data was extracted into Excel perhaps (a tool we all love a little too much),  and a pivot table/formulas created for creating the summary totals. To be compliant with a FOI request they could have easily supplied a short PDF of the totals page. To share way too much data we could provide the much bigger spreadsheet and inadvertently and criminally overshare.

In the case of the PSNI data breach, it could not have been much worse a mistake.

I have worked a lot over in Northern and Southern Ireland over the last 25 years.  When I first traveled there, they had barely dismantled the British army checkpoints outside Belfast international airport. I have 100% always had positive and uplifting experiences with all sides of the communities I have worked with and received care and generosity throughout. Belfast and other places have improved immensely. Offices and property blocks have plate glass on the outside again and hen parties cycle around city centres on big beer/gin bikes. Its one of my favourite corners of these isles.

One institution in society that still polarises there is the PSNI. Once called the RUC reflecting just one part of society, its new incarnation is still extremely suspicious to both communities, nearly 22 years on:

Loyalist community suspicion

Republican community suspicion

In terms of putting people at risk and drastic effect on safety, over twenty thousand ordinary people doing some very dangerous jobs have been put in even more danger. Perhaps all down to lax training of admin staff on GDPR, our responsibilities to it and how they are to use software tools handling our data.

It wouldn’t be the first time I have encountered organisations doing a well meaning GDPR induction, yet with no practical advice of how and where to store data and the importance of it being accurate, succinct, consistant and well controlled. Its probably the subject of another future post or two, but we do give staff tools such as Excel and barely train them on it (if at all). No wonder they try to use it like a database and have no idea what they might inadvertently share using it. With such lack of knowledge, staff should be banned from using the common off the shelf excuse, “I cant do that due to data protection!”.

So, could these last two types of gaffs happen easily in your organisations?

How well do you induct and keep all staff aware of GDPR?

How do you induct staff on how your systems and storage needs to be used consistently for good data hygiene?

How well do you control information access and controlled release, particularly of sensitive data?

If you have any doubts on the above, please take action right now, before your organisation makes some rooky mistakes and we can all watch its gory details examined on Newsnight and Sky News.

If you are struggling with getting your GDPR in order, or replacing spreadsheets with systems or databases, just get in touch with us.

Subscribe to our blog here on this link, to always catch the latest news on whats happening in the sector.

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

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

       Related Post: Thoughts on getting Right To Forget right

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.

Audioweb – Policeman Skank.
(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 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Hey Student!

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

I’ve worked on many successful self-service projects in Socialhousing, repairs and other areas. Software suppliers have also had me in as Critical Friend, to critique and design some of their web portals and other offerings.

In everyday life, we all encounter self-service web portals for all manner of things. Banking, shopping, interacting with our local council etc. It’s fair to say after a decade or more of interacting like this, there are certain expectations, everyone has. I say this whether you are a social housing tenant, customer, member of some organisation, refugee, homeless person etc, having to navigate ‘digital first’ solutions.

The initial signup is crucial to get right, as is providing alternative channels, for anyone incapable of signing up, people with disabilities or without the means. Swiftly identifying a person to register is crucial and to securely/easily make this possible.

Famously in the cult 1970s TV show, The Prisoner, Patrick Mcgoohan stated, “I am not a number, I am a free man”. However, Increasingly we are all acquiring more & more numbers, such as an NI number, NHS ID, unique taxpayer reference, as well as separate usernames etc that help Google, Meta, Amazon and others track our every move, for the benefit of their advertising revenue.

Last week I applied to the Student Loans Company, to register as a parent, for my little fella, who hopefully will be starting Uni in the autumn. Following an emailed link I landed at a signup/sign-in page, looking for my name, place of birth, DOB and NI number. Imagine my surprise when the response that came back was that I already have an account and I should call them for 30p a minute. On trying to ‘retrieve my previous details’, I was presented with a question, ‘Is Alans****@gmail.com still your email address’? Needless to say it is not!

On phoning them, after a mandatory quarter of an hour listening to muzak, the softly spoken Durham Geordie ‘Kevin’ answered and informed me that there might be another person in Manchester with my name, DOB and place of birth. I agreed, but swiftly pointed out to him, that they are very unlikely to have my unique NI number too! He couldn’t really argue with that one, but couldn’t seem to do much else than blame the ICT system. An easy cop out.

He said he would ‘log a support call’ and ‘My account might have to be set up manually’ (i.e. not via self-service that promises ‘it can be done in 30 minutes or less’. So that wasn’t good. I asked him if he could cut out the middle man and start a manual account, so I could log in and continue adding details on-line. He said he couldn’t as I needed to put my own personal details in. I did remind him I had already shared them all with him already on the call. Very disappointing.

The help desk call must have been logged, as I received a PDF form by email the following day. It could be completed digitally and signed. However, it stipulated that a digital image of a signature cannot be used, also that it cannot be emailed back to them for automated consumption. Ten pages of it needed to be printed, an ink signature added and posted by snail mail the next day.

I did think this sort of stuff disappeared back in 2005. It clearly didn’t. Its rubbish, amateurish and unprofessional, as well as being inherently inefficient for everyone. It’s a great example to examine elements that can be improved, pitfalls we can avoid ourselves in our self-service to customers. Lots to unpack and learn here.

1-Make it as easy as possible for customers to signup and start interacting.
If ‘unique information’ is requested, use it to correctly identify and validate customers. EG NI Number, Account ID, Property ID, DOB, Address, Mothers Maiden name etc. Aim for it to be friction-free, with no human interaction. Just like Amazon. Know what unique identifiers you can work with

2-For customers who can’t get started themselves, have a strategy to help
Don’t keep them on hold for yonks, they might never sign up to self-service at all, and we have lost them. Have a way to speed to the on-boarding if we have proven their identity. Allow front of office/CRM customer service agents to set/reset online accounts, communicating login links etc that can be verified as ok for the customer before the call is ended. Have staff trained to a level they can be ‘self-serve evangelists’ and introduce/convert customers to self-servers in their homes (or in your reception area).

3-Don’t resort to providing a form that just needs printing off & posting.
Not everyone has a printer at home. (don’t get me on “plug and play WiFi printers”. There’s perhaps a whole blogpost there to vent my spleen on!). Public libraries etc are becoming an endangered species, even if you have one nearby and can pay 50p a page to print that form. How eco-friendly is it to be always printing stuff anyway?

4-If you provide a PDF form to download, allow it to be completely filled in digitally
Digital signatures have been acceptable for a decade or more now. This is the first form I can recall printing and signing for over 10 years.

5-Provide a means of emailing completed forms back securely (or complete online) and set up methods of automatically extracting the data.
This allows efficiencies to be leveraged, data to be reliably consumed in seconds, not 10-20 minutes per form, possibly re-keyed by temporary staff.

6-Provide a means of checking progress
With anything submitted, give a means of checking how its going, even if ‘no news’ is no news.
Any self-service initiated, which results in anyone calling in manually to check ‘did you get my request’, ‘where is it up to’, ‘when will it be completed’ etc, is a fail. Everyone of those is a waste call. I have engaged with many tenants via Twitter and social media, that log repairs using self-service without either being offered appointment slots or given a target completion date.
Guess what? That leads to more waste calls, in some cases stress, worry and complaints, carrying with it bad publicity (especially around repair fails).

7-Think of the consequence of the self-service offered (& what customers will want/do next)

Fail to do this and possibly push up conventional interactions with customers. Much like an experience I had with a bank, some years back.

Our organisations and software suppliers, particularly the integrated HMS ones, need to be heeding some of the above points and making improvements available. Its no wonder we have a whole industry around good third party web developers, polishing some of the self-service turds, provided out of the box.

If we can help your organisation with any aspect of self-service setup, transformation issues/procurement, please just get in touch, for a chat over a brew. 

I will bring the chocolate covered gingers 😉

       Related Post: Can we manage to have self-service so good, its always first choice ?

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.

The Fall - Hey Student!.
(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,More IQ,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MoreIQ 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,Streetwise, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,TAIM,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Tilt,TiltAffinity,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, ...
. . . . . . . . . . . .

Show Your Light

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


I have berated all kinds of things in this blog, now I wonder, is sales under threat? Is lack of supplier sales knowledge, driving organisations to look at the marketplace, to find what they perceive as the right solutions for them?

I have recently been working with two organisations, where in the car dealership sales language, they were pretty much looking to make a "Hands Up" software purchase. That's where a customer is desperate to buy and walks in with their "hands up" to surrender to the eager salesman.

You know what? Both are now looking at the marketplace, as the demonstration did not correctly inform them about USP's or integration, to an acceptable level. There was lots of integration to talk about, although nothing was covered. The sales person showing off the module knew it well enough, but apparently not how it connected to other complementary solutions, already in use at the site. The supplier in question has lots of its products in at the site and clearly had not thought about the wider aspects of the pitch.

Lesson number one & two of the sales process had been missed, "Know your customer" and "Know your product". Sales is about communication. Lets not forget that.

So, let's examine these two. Understanding why the customer may be looking for a new module is essential research. What problem have they got? Why does their existing solution not hit the spot? What other modules or solutions have they got currently? I doubt if these questions were posed.

For the module or solution being proposed, what are its USPs? How does this fit within the existing installed product set? If the customer has a lot of complementary solutions, how can that point be communicated as part of the sales process?

Increasingly, good integration and connectivity are being valued as the means of making processes and organisations more efficient. Customers are thinking of systems and processes in a joined up way, clearly some suppliers are not and not shining a light on it. To sell with staff with limited knowledge of a single module or aspect, seems to be failing to cut it for me.

Communicating a wider view of a solution on the table, in the context of possible and proven integration around it, is increasingly needed. Sales people without the skills to take advantage of that, will not be hitting their targets and maybe find they need to look to a move to a less squeezed sector, than socialhousing that is being ever forced to do more with less.     

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

Related Post: Is the quality of supplier based training getting worse? 

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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.


Stereo MC's - Show Your Light.
(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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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, "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, 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 ..

Broken Train

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




I was recently at a ICT supplier update session and training was discussed. This supplier used technical authors to generate on-line help, training materials and surveyed outcomes using SurveyMonkey. It was a refreshing approach, in respect of a lot of training on application software (particularly in Housing or Finance), that often falls far short, of what it should deliver.

If someone is good at their job, surely they would make a great trainer? That is an often wrong assumption that's made.

The problem is sometimes, people often know their areas inside out. They are good developers or implementers, but do they actually have some skills to communicate it over as trainers?

Most trainers I come across, particularly around ICT, systems and implementations don't hit the spot. Common problems include lack of a set agenda, scant preparation to understand customer configuration or requirements, no signposting particularly setting the scene initially, inability to keep to the agenda, unclear communication, lack of background materials (or very poor ones), left as reference. 

A cynic might conclude that suppliers do not want to train their customers too well, as it will interrupt a lucrative income stream. I think it's more fundamental than that. Often the individuals sent out to train are not equipped to do it properly, otherwise outcomes would be so much better.

I have organised and delivered lots of training sessions in the last 20 years, trying hard to cover a pre-agreed agenda and to keep it engaging. It's not easy to get it right, but the more you do correctly, the better future ones go. Customers should have the opportunity to rate the trainer as well as attendees rating the training. A good supplier will provide feedback forms or a web-link to an on-line survey, which can be used right after the session. If your supplier does not survey effectiveness, introduce your own assessment form, sharing with your supplier.

If the outcomes are not achieved, tell your supplier straight away and see if the problem can be rectified to both your satisfaction. Just paying for another day of training is not an option. If you have a good experience with a particular trainer, ask for them in the future. It's worth waiting a few weeks to get better outcomes, at the rates often charged for system, process or ICT training.   

Related Post: Do you pussyfoot around your housing ICT suppliers? Would they really know if you were dissatisfied?

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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.


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


Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 , ," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housemark, HRA,Housing Support Pro,HousingSupportPro,Housing Options, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Housing Management Consultant,Housing Management Consultants, Impact Response,iPayPro,implementations,iRobot,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Internetalia, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, 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,MDM,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,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, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App .

Something Better Change

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/

What on earth is Marissa Mayer of Google, er no sorry Yahoo thinking about?
First she directed a makeover of photographers social media website Flickr to be more like Facebook, losing most of the sensible features that photographers enjoyed, back in May 2013. See old Wikipedia entry http://en.wikipedia.org/w/index.php?title=Marissa_Mayer&oldid=556752091 , the current one has been edited by a loyal Yahoo employee to erase that.

The official Flickr help thread of more than 298 pages and 29,000+ of complaints was ignored at http://www.flickr.com/help/forum/en-us/72157633547442506/ The ever helpful Thea Lamkin closed the monster thread because of the amount of disk space being chewed up

In October, a few weeks ago Yahoo Mail was Google-ised. Now Marissa was Google employee 20 and still maybe has those letters running through her like a stick of rock. Unfortunately now she has brought all the stuff that people hate about Google mail to Yahoo Mail. Without fixing some of the faults in the last incarnation.

So, neat tabs that allowed you to work with 5 or 6 emails or a search site by side were gone. A bit like the old MS-DOS you close what you are doing and have to open your new thing. That annoying but not readable history view is displayed, a-la Gmail.

Contacts are a mess too. Due to poor use of the screen estate, the contact page is now longer. Most of the common fields you need are hidden and need revealing before you can fill them. E.G. Address, Website, even ‘Job Title’ to add to the always present ‘Employer’. So, more clicks than ever before. Why not just let customers switch on a view of all, all the time. Was that a problem needing fixing then?

The biggest irritation for me is that when I add a contact and need to select my country. An irritation already my country does not come up defaulted ‘United Kingdom’. No, we get the leader of the free world, ‘United States’ at the top (where else), but a list that cannot be navigated by typing a letter. A ‘V’ for me, used to get me to ‘Vanuatu’ and three arrows up, would find me ‘Blighty’.

I use Gmail, Yahoo and Hotmail. Sad to say that Hotmail I now find the most usable and that is rubbish.  I don’t know if any of my readers have been frustrated by the Yahoo mail redesign? Then again we are used to it in housing. Anyone done the migration from Optitime DRS 4 to 5, Windows 7 desktop to 8 or even just Windows 8 to 8.1? While you might have to do the first one, put the last two completely out of your mind, for a few years...

The situation might get worse too as more of our business solutions are hosted and updated for us in the cloud. Something we need to be aware of when procuring these solutions, our freedom to take or delay upgrades that might have a detrimental effect on user productivity, customer satisfaction or other key metrics in our organisations.

We must not let ‘suppliers’ think we don’t have a choice. We can check our contracts, give notice and up sticks. Even ‘free’ software takes a slice of revenue from us, in ad referrals and click through’s. New ideas and companies come along all the time to challenge the status quo, then decline. Just like Ford, Courtaulds, GEC, IBM, DEC, Microsoft, Apple, Google, Facebook have in the past and A.N.Other will in the future.

Paraphrasing from Darwin “It is not the strongest of the software that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change, in the way their customers find useful”. If Marissa survives another 18 months at Yahoo I will be very surprised

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, Bigger, faster, better, is there any point upgrading then?

http://tonysmiththathousingitguy.blogspot.com/2012/02/harder-better-faster-stronger.html

 

The Stranglers - Something Better Change .


(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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