Insecurity

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

It was a low-key announcement last week from the UK ICO (Information Commissioner Office) that caught my eye, but an important one for the socialhousing sector. 

They issued a reprimand to the Clyde Valley Housing Association in Lanarkshire, Scotland after personal information was accessible to other residents on an online customer portal. In fairness CVH are not the only provider in the news recently. Lets not forget that digital self-service for residents is essential.

It was stated that it was a resident user on the first day of use, that discovered they could easily access other tenant data, including documents and personal information.

Other residents reported the same issue and due to lack of escalation, the situation continued for five days. The danger of criminals (or just optimists) obtaining personal information for nefarious purposes is real and can easily lead to identity theft.

This situation was most likely caused by a number of factors, all of which could have easily been detected and mitigated quite easily.

More attention to secure design would have been a start. By the looks of the login it uses a relatively standard turnkey resident portal with a design layer from a third party web partner over the top. This is a very popular strategy and can be executed very securely in most cases. It does however need good design considerations.

User Acceptance Testing (UAT) is an essential stage, one that often has scant attention for many implementations. It often needs to be lengthy and detailed which puts many organisations off. Also, it should not be ignored that most staff have never had to thoroughly test software before. Some coaching is needed with inexperienced staff, where skilled testing staff (or staff that have tested before) are not involved.

I have worked with many organisations to build UAT plans for them and produce some training materials to help them understand the process and execute it well, creating audit for each test.

Lastly, engaging a third party security organisation to look at access, do some penetration testing and other probing of the solution, to determine any flaws and means of accessing inappropriate data, is recommended. Browser based solutions open many more vulnerabilities than many older legacy applications and are best checked over more frequently, at least annually.

The above precautions should also be repeated at each upgrade or application of patches. While this all sounds like hard work, its all about keeping secure. Applying upgrades is also part of that. Leaving too long between upgrades potentially introduces new vulnerabilities and may also violate your contract with suppliers. As for the latter, make best use of their help desk services if you are paying annual maintenance for them. Often working as a Critical Friend, not enough is made of this and relationships with suppliers can be poor (& get poorer!).

Where you may have built portals internally and they are home-grown by your ICT team, remember they then need to take on these responsibilities, as essentially what they have built will be one of a kind.

I hope my notes here provide some takeaways and help you avoid anything similar happening in your organisation.

Full ICO article text here.

Acutance Consulting can help you with Self-Service, UAT & staying secure, 

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

       Related Post: After Covid, are we embracing the New Normal ?

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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.

Metronomy – Insecurity.
(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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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 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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 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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, ...
. . . . . . . . . . . .

OJEU - Their Law

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



Since the morning of the 24th June, when we learnt the UK has voted for #Brexit (Yay / Boo, depending which side of the 52% / 48% divide you were on), many people have asked me, how I think it may affect OJEU procurement. It's an interesting question and a lot of people assume, probably incorrectly that brexit may simplify the whole business of procurement. I am very doubtful.

The OJEU rules have become the way that public procurement is to be done, across socialhousing and many other areas. While there are scores of pages of rules to follow, I am of the opinion that it enables contracting bodies to make measured and considered decisions, that on the whole drive good VfM. The rules are more a tool, than a straitjacket. Granted, suppliers jump are made to jump through some hoops, but for the benefit of thoughtful decisions being made by contracting bodies. 

While the OJEU rules seem to have been around pretty much forever, it's worth considering what we did before. Many of the more organised organisations had an internal set of procedures, usually trying to achieve a similar outcome. Having worked on both sides of OJEU, when MD of a supplier and over the last five years with my clients, I can see how the current rules protect both parties. Having a single set of rules better controls the 'challenging' of a procurement, from both viewpoints. Having different standards of procedure going forward, would work to the detriment of both parties on trying to determine valid grounds of challenge and also mitigating its possibility.

The OJEU rules have been deeply incorporated into UK law and our government will need an appetite to repeal, or amend those rules. Where UK companies are bidding for contracts in the EU or in fact EFTA, if we are still allowed to, that is, the current OJEU rules will have to be adhered to anyway.  Westminster might well prefer to retain a means of regulating housing, NHS and local council purchasing, to police process, in order to ensure value for money. If under brexit, we still have to follow the OJEU rules, chances are away from the EU top table, we will have no future power to influence future changes.

We are certainly in for interesting times, let's wait & see.

I will be doing a session at a Devonshire's solicitors seminar event, September 15th 2016. You can sign up for free, lunch and canapés afterwards included. It would be great to see you there, at Finsbury Circus, London, EC2M 7DT. Sign up now on this link:  https://www.surveymonkey.co.uk/r/RSH9QDP

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

Related Post: Is it time to introduce (Pre) Tenant Driving Tests? 

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

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 Prodigy - Their Law.
(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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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 ..

Clever Trevor

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

ICT types can in general follow that trait, that they are 'attracted to the shiny'. Although pretty techie really, I try hard to play that down and work with my clients to tackle their problems first, and then choose to use the tech later. I like the shiny, but tend to come back down to earth pretty soon.

I remember back in my former life dealing with housing management system developers. In some ways it was like managing a large housing group ICT team and several different types of qualities were essential. You need steady staff and some that really can think out of the box. I have also worked with people I would term visionaries. These are great ideas people, but can be very poor planners or finishers.

The struggle with what technology, components, development or other tools to use, is a continuous one. With operating systems, supported tools and environments changing faster than ever, it's tricky to keep on a path of righteousness in keeping our applications relevant to the processes we wish to support.

I was reminded of this a few weeks ago, when sitting through a system supplier demonstrating their contractor portal. You know the concept I am sure. A webpage that smaller, local responsive repair contractors could use to receive works orders, vary and complete them in a simple environment. Everyone should really have such a thing, if the volume supports it.

My client, who I won't name (, nor the supplier 8-) really needs to purchase and implement a contractor portal. The horses were led to water and the demo started. The portal demonstrated was indeed sexy, it was obviously not pure HTML and the sales staff were open in admitting that some components needed to be initially downloaded, for it to function.

An innocent question was asked. "Could our contractors, if they had mobile coverage, use a Smartphone to access works orders and vary/complete them on that. It might be a great benefit that might help us sell that to them. The components needed to be downloaded were Silverlight ones. You can perhaps guess what was asked next.

"Your Silverlight components, which Smartphones and browsers will work with those?". As we clocked through iPads, WinPhone8, Androids, WinPhone6.5 etc, it had to be admitted that we had limited options, even at present with Microsoft/Nokia mobile offerings.

A hush went over the room. A possible spin off benefit, was turning into a reason why this was not the portal for us. Oh dear! Had anyone considered retaining an older, more simple portal, or making it intelligent enough to detect a lack of Silverlight and operate in a more narrowband type manner? Well sadly not. The Silverlining is that my client will be going ahead with the portal regardless (yay - thank goodness).

So, the moral here for me is to keep some of those Clever Trevor's under control. They can be enormously useful, but question all the outcomes and try to think out of the box. Although something could be designed for one purpose, it may be used for a very different one, out in the field!

Related Post: Do you like the best of both worlds when you think KPIs?

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

Ian Dury Blockheads - Clever Trevor.
(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.
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You Got Me Wrong This Time

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/

Channel shifting is all the rage these days and I am sure your organisation is doing its best to reduce call centre and regional office activity with web based options. The last couple of months I have been involved in an interesting project involving some web self-service aspects. Quite a lot of thought went into my project, particularly what users might want, how it could be natural for them and what might they want to do next. You know the thing, design the web based service around them. Giving your tenants/customers a reason to visit and interact on the web can really save a substantial amount, while providing 24/7 service to the connected masses.

The following experience serves as a parable of how channel shift becomes incoming waste (as John Seddon would put it..).

A few weeks ago I received an annual summary of my Barclaycard spending through the post, although I have signed up for paperless billing. It made for interesting reading, pie charts, the whole trip. What broad areas I spend money on; fuel, hotels, travel, candle-lit dinners out, luxury goods etc. It also had a summary of charges levied. This through me as on that card, it’s paid off each month and I did not recall any charges during the previous year. So I went online and trawled back from April 2013 backwards each month. I hit a problem after October 2012 however, as only 6 months data was available. Oh dear. Who on earth would think that was adequate? I didn’t and I could not find out about those charges without contacting Barclaycard.

A couple of emails later I knew that the charges went on in August and September 2012 and were of very similar values for foreign currency transactions. I had to call Barclays in order to prove my identity and dig further. A lovely call centre operator in India (Sharon I think she called herself after enquiring what weather I was having) informed me that the FSA stipulated that 6 months of account data should be available and I would have to have copies of the two months of statements posted to me. This might take 20 days, although perhaps would be much quicker that that.

I asked at that point if Sharon could put me back on postal statements, which she did.  After that, she helpfully suggested that each month I should login and print my monthly statement so I did not have this problem in the future. I reminded her that I will not have this problem again as Barclays will be spending money to generate and post me a statement every month. I will just file those.

When asked “Can I do anything more for you today Mr Smith”, I replied that I would like to speak to a supervisor to make a complaint/suggestion. “Not about you Sharon, you understand, you have been brilliant and I will not be asking them to log a compliment about you”. After a short delay I heard some Sussex/Home Counties tones from a helpful customer services gent called Mike. I explained to Mike that I had been posted an annual summary and then found I could not access a years worth of transactions. “Arrr, the FSA recommend.....”. Oh yes said I, that is surely a minimum requirement isn’t it?

Then it came.

“Well we have millions of customers and it would be very difficult to store those millions of statements”. Incredulous I said, “You already store them, that's how you are going to print and send two months worth to me”. “You are just not allowing me to see them on-line”.  “Other banks allow me to, Santander, Nationwide and Lloyds”. I asked him if he has any bills on line, energy, water, mobile phone. He did and admitted he could see more than 6 months. “You can see now how you fall short, can’t you?, I said.

“Could you please log me a suggestion to go to a manager or someone in a systems team as until Barclays can provide a half decent access to statement data, I will be on paper statements from now on. Costing the planet and Barclays to service me”. He kindly logged my suggestion and I have heard nothing since. I cannot image Barclays advertising the fact that “they have caught up with everyone else” anytime soon, so I may be on the paper for some time yet.

This tale illustrates the dangers of not thinking through how people may use new features and systems. The introduction of an annual statement is bound to lead to a few queries, going back the whole financial year. Thinking in silos is never good. Always consider what comes prior and forward of the process being designed. Failure to do so generates waste and costs. In my case I generated 3 emails, a waste CRM call for 25 minutes, costs monthly for statement generation and postage and two statements posted first class to me for the query.

This has parallels for housing organisations at review time or when planned works are coming up. More time spent testing, prototyping, with a tenant or board member panel can identify many service failures before your process or service goes live. Luckily, your organisation is unlikely to be anything like the scale of Barclays. If only 1% of Barclaycard users have a query, that's approx 20,000 waste calls generated into their call centres. If half of those go back to paperless billing, that's extra costs of probably £120,000+ annually.

Channel shifting is a great idea, but for goodness sake think through fully how your customers might want to use it! When its your time, don't get it wrong.

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: Your projects. A race or a destination?

Alf (Alison Moyet) - You Got Me Wrong This Time.


(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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