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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End of My High Wire Days

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/

There’s a spooky thing in todays' news, two articles strangely connected, but not that obviously, but enough to make me nearly choke on my croissant. Jeeves did give me a thoughtful stare!

Today BT switched off its dial-up internet service, so no more listening to this - https://www.youtube.com/watch?v=iHW1ho8L7V8 . The company said it was taking the step as only a “tiny number” of its customers still went online, using a dial-up modem. Estimates suggest about 200,000 people still used dial up at 56K. While the majority of these users could migrate to broadband, in many rural areas, this can be quite expensive and often for barely 400kbs. Indeed, just 4 miles out of Warrington (quite a built up urban area), I know friends struggling with expensive BB from BT/Openreach at about these sluggish speeds.

These people can continue with dial-up however with BT subsidiary PlusNet, (what those nice Yorkshire folk? Yes the very same....).

Next to this news was that the cost of HS2 has grown already to £42Bn with a £14Bn contingency. Boss of the project Alison Munro says that “It is not true that costs are out of control”. Our chancellor (and MP just down the road from me in wealthy Tatton), assured the BBC today that he is “passionate” about the multi-billion pound high speed project, despite rumours that costs are spiralling.

This is a project to bring faster trains from Birmingham, Manchester, Sheffield and Leeds to London Euston, with many estimates using “savings in work time” to help justify this infrastructure. The idea is that less time will be spent on a faster train, meaning more time in the office. I can understand how many of these advantages could have been formulated back in 2008, when many of us were on dial-up internet, I seriously wonder if the numbers stack up now, nearly 6 years later. The Institute of Directors don’t seem to and they have a track record in knowing what makes business thrive.

Most of the ‘office crowd’ I mix with seem to spend and be encouraged to be less in the office, as its cheaper and productivity can be much higher.  On shorter rail journeys I am less inclined to get my laptop or tablet out and do some work. I don’t know it that is similar to your experience. Also the scope of HS2 for the estimated cost seems pretty humble.

In Japan, the Tokaido line of the Shinkansen (bullet train) was apparently in profit after just 6 years of operation.  Even if the quantity of passengers could be found to pay the premium these services will demand, how long will it take HS2 to break even. You only need to look at the queues at Euston now for the first evening off-peak trains north after 6.30pm, while the earlier pricier ones are only 2/3rds full, but four times the fare. A standard walk-on peak return London/Manchester on Virgin is £308 or £441 in first class. Now in the latter I must point out that in the 2 hour and 12 minute journey, you can drink as much as you can, with unlimited sandwiches, crisps and snacks. Even with my 12” plate packed in my laptop bag, I would struggle to consume £133 of freebies in that time.

You can see why a Skype / Webex conference, or 2 hours of chatting as a group as audio teleconference, may seem a more modern and practical alternative. Of course, sometimes there is no alternative to just being there. These things are not possible however if broadband infrastructure is not available. That is the connection with these two articles. What would be the cost to bring broadband to every community in England and Wales, rather than fast rail links to barely a handful of places?  I mean southern Cornwall, bits of Somerset, Hampshire, Brecon, Bala, bits of Northumbria, yes everywhere.

Even if we gave the job to BT/Openreach, I would be surprised we could not manage it for £42Bn with a £14Bn contingency. That would really change our country, energise business and innovation, providing a chance to catch up with South Korea and others where 4/5G and fast internet access is the norm. Now for me that would be a brilliant way to move forward, I agree with the protesters looking for super-fast broadband not HS2. We should have taken the chance to improve rail links in the 1980s/90s, let’s hope we don’t miss our chance in this decade to create a solid foundation for our digital future. 

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 asset management software and how its being swallowed up :

http://tonysmiththathousingitguy.blogspot.com/2013/08/promaster-and-servant.html

Psychedelic Furs - Highwire Days.


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

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

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App

This Towns Data’s Not Big Enough For The Both Of Us

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/

Wow, another month when I wished I had £50 in my pension for anyone using a phrase. This months seemed to be ‘Big Data’.

I read 3 pages in Housing Tetchnology magazine about it and had countless people ask me about it this last month. It’s the next cloud computing, I tell you. Before your IT team/director/Chief Boffiin persuades you to part with budget, read this.

Lots of talk about housing organisations pooling resources for shared insights and data-led innovation. This is the new nirvana (Kurt Cobain turn in your grave mate), or is it? Much talk of big data, but what of big information? A subtle difference, but a very big one. I even noticed HACT jumping on the bandwagon. Now I have nothing against housing providers sharing data to generate insights. The practicalities are something else.
 
How many times have you generated graphs from data and presented them at a meeting and had a manager say, “What’s caused that peak in demand/satisfaction/dissatisfaction”? You have distilled the data from (big) transactional data, you are just the messenger. Shouldn’t that manager know? Otherwise why pay he/she their humungous salary? Big information comes from understanding big data.

Suppliers out there are sniffing an opportunity, it’s the same old data, buy our solutions for a different reason. Yesterdays data warehouse is today’s big data solution. A bit like hosting became cloud. Are these solutions really tapping into your ‘unstructured’ and ‘multi-structured’ data, like the kind under aspires of your housing management system?

Insights are the target outcomes. That might be why only over 40’s are on your tenant participation panels or 70% of your ASB cases are logged by the under 40’s. A switched on staff member can tell you why, or £75K of software solution can have a go at providing a result for you.

I had some direct experience of big data last year, when I did some work for a very successful NW England based retailer. One that you may well have purchased from, though one of its web guises, without even pondering who owns it. I had a raw big data feed every season 800MB in zipped size to summarise into a big information insight. The insight was 12 pages long, while the raw data needed a newly purchased 8 core i7 processor to crunch it, this way and that.

Most people who know me remember my time some years at Littlewoods and I had to dig out my knowledge of SKUs and such to make sense of 11 retailer ranges of products. It was a while I grant you, but in the dusty grey matter, it was in there somewhere. The only time in my life I was knee deep in female underwear and outerwear, but I learnt a lot about how different how everyone’s data is. Even in the retail world, everyone’s products, colours, sizes, styles are so different. Why can a bra be a 36-C, 36C, 36Med, 36 Medium, 36 Med-C? Can’t you folks call it the same thing? It’s not a lot to ask, is it?

Now in UK housing we do have some standardisation don’t we? We have some standard returns in England, Scotland and Wales and Northern Ireland. In all of these places we have city, urban and rural areas. Why we cannot have a unified set of returns has baffled me since the mid 90’s when I got involved in housing. We have more similarities than differences. Celebrate those brothers and sisters.

Still, nowhere as standard as we can take data from any RSL, ALMO or housing group and aggregate it together. Housing Management Suppliers despair when people talk about ‘standard reports’. Even HouseMark ones are not easily aggregated together. Getting back to my retail experience, comparison and cross-referencing was most of the job, and not an exact science at that.

A chat and sharing an excellent pork pie (with brown sauce) this week with a super lady, who I must really see more often, revealed some aspects of data, big and small that many organisations grapple with. Within organisations, the concept of where big data & summarised data (if I may term it that) is often so badly understood.

I have seen organisations where in the nominal ledger/chart of accounts, there is virtually a cost centre for each asset. As can be guessed I generally ask “Why are you doing that you muppet?”. It could be ignorance or mis-understanding. Big data in this context belongs in the feeder systems, not in the financial ledgers. Dawn (I must name her as she insisted I should), described one enquiry she had had from an insurance team, asking for more detail from ledgers. Quite rightly the analogy she used was that if the finance system held the cost of someone’s total shopping, the insurance application would contain the shopping list of items that was purchased.

Processes are continually being pushed downstream these days too. Quite rightly, the days of the typing pool are pretty much behind us. Another area that Dawn mentioned to me was that e-biz ordering and requisitioning, obviously filter down to the orderers, who often ask, isn’t this a finance function? Here again, big(ger) data belongs with the people ordering it, not the finance team. After all, do you get your bank to do your shopping, or do you buy the individual items and your bank bills you the tab? Dawn dear, where have you been all my life?

As a person who loves ‘One version of the truth’ and data to back up decisions and show trends, I fear a housing rush into ‘Big Data’ may take us into a cul-de-sac. Much investment may be made, but often the expertise of housing practitioners on the ground, might well provide better insight than some of our projects to mine ‘Big Data’. I am passionate about UK social housing, I cannot hide that. Building communities, using our assets better, supporting our neighbourhoods, big data, another avenue, but not a silver bullet. Discuss.

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: Drones for housing. Really? well yes actually... 

Sparks - This Towns Datas Not Big Enough For The Both Of US.


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

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

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App

(Pro)Master and Servant

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/


Interesting news this week that one of the larger standalone asset management applications has been acquired by one of the larger housing management system providers. IN4, authors of Promaster has been swallowed up by ‘toon independent software house Orchard.  Many may recall a similar path that Codeman went down being bought by Anite, then becoming Northgate.


In both cases here is a product that runs on a different database platform than the buyer, Codeman SQL & Oracle, Promaster SQL-ish and Progress. Promaster had tried to encroach into housing territory with call logging and response repair modules, but of the many standalone products out there, it appeared to me as notoriously hard to integrate.  Taking this into account it’s maybe unlikely that Orchard may pick up more HMS customers by the acquisition. Moving everything to a MS SQL database platform looks to be the wisest move from where I am standing, if Orchard are interested.

As a customer of Promaster and I have met a few, I am sure you would have been reassured that no big changes are in the short term pipeline.  Promaster users might well benefit from improvements in support and call logging that Orchard might bring to the marriage. Maybe that formatted address may be split into sortable datafields soon. In the other direction, Orchard may well be able to incorporate new asset & planned maintenance functionality into the core housing offerings, lifted from what is successful in Promaster. 

It is becoming less and less logical to go for a standalone asset management module, when most HMS suppliers have already stepped up to the plate and improved their offerings. I hope you have noticed this, its crept up on many housing customers and many would be well advised to look again what your core software supplier can now provide.

It will be interesting to see what evolves out of this, something good I hope. I will keep my ear to the ground as to what my contacts tell me.

Tell me what you think of your asset management applications. Take the survey here.

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, Keystone, the next one to fall:

http://tonysmiththathousingitguy.blogspot.com/2014/05/turn-to-keystone.html

Depeche Mode- Promaster and servant.


(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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Type The Letter

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/
 
I encountered a WTF moment, (as you might have had) a few days ago with the news report that the Kremlin were moving back to typewriters to preserve privacy. In some ways good for them. I love the old mechanical typewriter, a machine built to slow down the operator to the speed of its mechanics. I am old enough to have visited the old CCCP/USSR back in 1985. It taught me that capitalism is not perfect, but it’s the best we have and with a safety net (Social Security we used to call it, maybe now it’s the DWP) it’s something we should cherish and appreciate. A fair society is a safe society.

The last British typewriter came off the production line in Wrexham by Brother in 2012. http://www.dailymail.co.uk/news/article-2235846/Oh-Brother-Last-typewriter-Britain-comes-production-line-companys-factory-million.html

So, now we are in a computer dominated world.

The use of a typewriter took a certain type of determination and accuracy.  Attentiveness is a definite attribute.  No need for electricity, the modern lubrication for everything imaginable, no internet too.  No being tempted by Amazon or Tesco to shop online.

The Kremlin might have overlooked that everyone has a smartphone these days with a pretty good camera. Spys of old would have used a Minox, a tiny spy camera. I own one, a rather nifty 35EL, still close to the size of my Canon G15. My bog standard iphone4 has 5Mp worth so could copy A4 typed docs quite easily, you don’t need a Samsung Galaxy either, most options come with a camera.

Lastly, the most satisfying thing about spying with a typewriter might just be the sound of the keys. Don't you miss that? There’s even more pleasures of typewriters to be experienced. You will have to buy one to join the club....

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 Trouble In The Message centre:

http://tonysmiththathousingitguy.blogspot.com/2014/08/trouble-in-message-centre.html

Polly Jane harvey- The letter.


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

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

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,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, CRM systems for Housing, 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

The Race

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/

A recent trip last month to the F1 British Grand Prix at Silverstone in June, got me thinking about implementations. I was at the practice session on Friday and saw Massa crash his car, on the Sunday I even grabbed a nice shot of his blown out tyre. On the Saturday was the drama of Lewis Hamilton grabbing his pole position on his last attempt. Here he was, a Brit first on the grid.

Sunday and the race, after the Red Arrows had also had to back off, due to a stray plane in their way, Hamilton had the first of the tyre blowouts, putting him 28 seconds behind, at the end of the pack. By the end of the race however, with the help of a few appearances of the 'Safety Car' he came in fourth, a brilliant result, considering the situation.

Many organisations tend to see implementations as a race or a destination, rather than a journey. A race is generally over quickly, where a journey could be for weeks, months or sometimes years. Most implementations can take a year, indeed possibly 9-18 months can often be the best psychological length of a project. Longer and users lose faith, shorter and its too rushed. I must admit I am a big fan of the 'Big Bang' approach if the supplier is up to it. As a supplier I have done a good dozen or so myself and understand the risks and the joy of it all going right too.

Just seeing 'go-live' as the end game is where so many organisations go wrong. Plans to 'revisit' modules implemented with all their 'default' options, or as they worked with the last system are rarely revisited. Service charges and Planned Maintenance are often always 'Ever The Bridesmaids' and never destined to get 'hitched' to real users. Chances are your supplier charges you annual maintenance for them, but they are not in use. (Note to self: Get off and check those buddy).

For goodness sake, finish the job, get all of those modules in and working. If they don't perform as suggested in your procurement, put your foot down with your supplier and get it resolved to users satisfaction. Now it might not be a premier league result, you may be like Lewis Hamilton. Come in a respectable 4th out of a field of 18 and your system is going to deliver an awful lot. Give up after the first blowout (by your assets team) and you have let your whole support team down. Plus the man or lady who signed off the budget.

See, a little more thought and we can all be winners!

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, Plan-A, fail to have one, you plan to fail

http://tonysmiththathousingitguy.blogspot.com/2013/12/plan-a.html

Yello- The Race.


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

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

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,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, tonysmith@hotpixuk , ,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App

I am the greatest

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/
 
Is your IT team ‘the greatest’ and do you give maximum satisfaction for expenditure per user? What price satisfaction then?

These are some of the things that the annual ‘HouseMark Information, Technology and Communication Benchmarking’ report aims to find out, by taking into account 144 housing organisations.

A little slimmer than previous years, the report suggests that RSL’s spend between £4K-6K on each ICT user, where LSVT’s appeared to mostly spend less. Notoriously, I have always wondered how accurate figures were, as I knew of organisations that deliberately submitted lower costs and others submitted very accurate figures and not surprisingly appeared in the lower quartile (higher cost section) of results.

One surprising conclusion is that costs did not seem to correlate to perceived satisfaction. Spending more on ITC does not appear to guarantee a better user experience or a more reliable system. I am unsure if many finance directors and managers will appreciate that outcome, as general up-time appears to be between 97-100%.

It would have been very useful to compare ICT costs across the six main housing management systems. This is not possible in this year’s report, but might well reflect where they have been used to create staff efficiencies.

A question I have been asked many times over the years, is “How many ICT staff do you think we should have?”. I am pleased to say that my usual finger in the air guess of one FTE (Full Time equivalent) post per 1,000 homes, is still a pretty good baseline. How does that compare for your team? IT staff remain stubbornly expensive at an average of over £41K, with ITC salaries in Yorkshire over £4K higher than in the North West of England. Maybe gods own county is not so frugal after all. 

Consolidation is often thought to reduce IT costs, this report suggests that smaller (perfectly formed) RSLs of under 5,000 homes appeared to perform better and cheaper on average. Of course the provision of many remote offices can push up costs.

Another interesting fact is that having a DLO appears to reduce ICT average costs, as well as saving your organisation 20% on your VATtable repairs.

The report highlights the current  ‘Digital by Default’ agenda as a driver for more web based resident portals and a drive to self service. From what I have seen recently, the drive to move Universal Credit and other current benefits online, is assisting take up of this type of channel shifting. As can be imagined, this reduces the cost of an enquiry or transaction from around £10, down to a mere fraction of that, providing enough customers move to use web portals.

It’s my view that tenants and customers still need a number of reasons to go to the HMS portals provided. This might well point to better integration with social media, local twitter feeds/Facebook/Google+ pages etc, to entice people in. Discount/reward schemes may also be a way to bring people in. A few RSLs to my knowledge have used social media very well in emergency situations, extreme weather, crime, lost children etc.

To help get residents on-line, a trend was identified to move old hardware into schemes that had exceeded its 3 year depreciation as a business tool. Thus the green box can be ticked and costs of disposal deferred or avoided. If your organisation is going down this route, do not overlook support provision, or that this older gear will be more prone to breakdown.

Download the full report for bedtime reading at: http://www.housemark.co.uk/hmresour.nsf/lookup/HM_ITC_BM_rpt_2013.pdf/$File/HM_ITC_BM_rpt_2013.pdf

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 !

A House - I Am The greatest.


(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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