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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Life In The Hacked Lane

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 a week it was. My favourite German Chancellors phone, an estimated 10 million Europeans and 2.9 customers of Adobe's Creative Cloud hacked. See http://blog.gsmarena.com/some-2-9-million-accounts-compromised-in-adobe-creative-cloud-hack/

Last month too, hackers got close to fleecing Santander using a £10 KVM switch attached to an office workstation. I bet you have the odd KVM switch lying idle in your server room, don't you?

So, in theory I might have been in that list somewhere. Due to inter-nation eavesdropping rules, my emails etc likely might have been hacked more likely by the French or Italians than GCHQ. I doubt they would have understood my housing IT rants. Still it demonstrates that hackers are live and well, applying maximum imagination and originality as ever.

It does all open up that debate about "How secure is cloud hosted data", when apparently the telcos may well be providing wire tapping at a data level? Is it all paranoia and conspiracy theory's?

More and more housing applications are being delivered in a cloud based form. ReAct is one we have used for years, without too much fuss, which holds address, contact, victim and perpetrator details, for instance. Payment solutions you use (including that Alliance & Leicester, now Santader one), may also hold debit, credit, payment card, sort codes and bank account details.

If your whole Rent Accounting module is cloud hosted, huge amounts of personal customer/resident data is potentially present. Maiden names, dates of birth, password confirmation questions etc. However secure that data in the hosting domain, could someone be listening to it being piped into your office?

While these places may hold partial data on your residents and their neighbours, with card strip codes not held, there's potential for some of the minimal data being enough to allow identity theft to occur by a telephone call and a reset. Identity theft complete. Identity thieves typically obtain and exploit personally identifiable information about individuals, or various credentials they use to authenticate themselves, in order to impersonate them.

Chatting to a friend a few weeks ago, who works at a chip design company, have recently invited a hacker in to try to crack security. With the aid of a spoof router, and a Pringles tin to enhance his wifi detection while parked across from the HQ on the street, he had located all the servers on the network in about 24 minutes and had a dozen back-doors into very valuable commercial designs using in Samsung & Apple devices. It just showed me how vulnerable we can be.

I hope your organisation has robust data protection and security policies. Also that they are continually reviewed and tested, particularly in the light of recent hacking prowess. Security and awareness of it does not start and end just with that RSA key generator device. One of the biggest risks might well be your own staff, or unauthorised visitors tail-gating in behind them. Be imaginative, as much as the hackers, if you can manage it!

Read on to: A new Windows 8 style housing management system coming soon, on a tablet near you 

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 !

The Eagles - Life In The Hacked Lane .


(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 tonysmith@hotpixuk ,,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, tonysmith@hotpixuk , 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

Never Satisfied

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/

Housing Management System IT Users, who would have them, never satisfied are they? User groups, surely the best things for them?

Well maybe not. An interesting discussion I had just a few days ago centred around, "Do Users ask Enough Of Their system Suppliers"? An interesting question considering at my tenure at my old shop, I worked until I was blue in the face, to persuade customers to take a part in user groups. My most memorable was once trying to persuade one to cross the border from Yorkshire to Burnley for one (20 miles). they admitted they had sadly only left their town twice. Once was to Leeds to the Christmas Market, the other to Tenerifee for two weeks honeymoon in the sun.  Burnley vs Tenerife, no contest I guess!

Still, what are user groups for, if not to shake up your supplier and get them to satisfy your needs? Gang up if you can with others to ask your supplier for what you want.  If enough of you want or need it, you should have a great chance of getting it. The housing software world moves much slower than the commercial software world, as so may IT people moving into it always exclaim.  User groups are the means of changing that. Ignore them at your peril.

Many RSL's I meet tell me how unhappy they are with their suppliers, but never go to the user groups and haul them over the coals. Many say they used to go and it made no difference. Well take it from me, if you have a genuine grievance, after the third time you raise it vocally, your supplier will take notice. You just need to keep at it. Realising improvements is a marathon not  a sprint.

The other danger is that customers perceive that they are content enough, that they don't need to attend. Someone else will fight their corner. Well, the reality is that only you will really fight your corner, so it's up to you to take part. I go to lots of supplier events and I would like to see many more fighting their corner. The result will be better housing management systems, happier neighbourhoods and more satisfied residents. So do your bit to get your own piece of IT satisfaction.  

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, The race

http://tonysmiththathousingitguy.blogspot.com/2013/07/the-race.html

Judas Priest - Never Satisfied .


(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 tonysmith@hotpixuk ,,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, tonysmith@hotpixuk , 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

Long Gone

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

Recently I have been reading the excellent book ‘Nudge’ by Richard H Thaler. Also, quite spookily I have been working with a few clients on rechargeable repairs process.

‘That old chestnut’ you are thinking. I have encountered many organisations over the years that take a sceptical view of these, mainly because hardly anyone bothers to collect them. Or at best manage to collect about a quarter, if they are lucky. It always baffles me why rechargeable repair costs are not just sold on to a factoring company, to recover at least 30% of the invoiced value. That would at least be 25% more efficient and save the time of staff chasing them currently.

I think that having an efficient recharge policy, driven by customer services, can trap a lot of those lost keys, broken doors and tenant caused blockages, at a stroke. It’s essential that tenants are made aware of that first or course, at sign up and easily accessible on your website. More importantly, the ‘nudge’ potential of this, in reducing costs, can potentially be even greater. Once a tenant has been threatened with a charge of £40 for losing their keys and tells their friends, word will spread.

What I have described there, what I would call ‘transactional recharges’ is one thing, what about ones initiated by a property becoming void and the tenant is Long Gone? Stolen white goods, criminal damage, unauthorised modifications etc. Most of our staff now have a video camera in their pocket, in the form of a Smartphone. A 20 second video pre and post void works would work a treat. Possibly standing up in court too! Better still, if you have a mobile solution, have you considered incorporating that into your workflow?

Again a handy nudge would be to build a charging sheet and put the horrifying details on your website or Facebook pages, and explain that 99% of people vacate your tenancies without extra charge or being pursued in court. With costs of rectifying this type of void repair incident often over £3,000, just dissuading a third of tenants not to do it, makes a sizable difference.

In fairness, many of these incidents occur over time and can be picked up by staff (trades & otherwise) being the organisations eyes & ears. If your safeguarding training and systems to allow staff to easily report and track what they see are easy/convenient to use, void recharges can potentially be picked up before they happen.

Related Post: Are you & your users on the Qlikview bus?

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

Johnny Marr - Long Gone.
(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!

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Three Little Birds

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 passed a little landmark this past week or two. I reached 1,000 Twitter followers. Yay!!

Now I don't know if you tweet or not. Maybe you signed up many months ago, have 12 tweets to your name and are still an 'egg'. Well that's your right. About a year ago I was chatting to an old customer about what Twitter is for and how everyone needs to find their own level with it. Mine is mainly tweeting about housing IT and photography. Two things that I am passionate about. I suggested to him that he should mix his love of sailing and work as the organisation he works for are very committed to Twitter and social media. At the time I suggested he aim for 25 followers by Easter this year, by spending maybe 20 minutes a day on it. I haven't checked how he got on, he was half way there when I last looked.

My followers are treated to a 'Pic of the day' (today is a photo of Johnny Marr of the Smiths, live at the Manchester Academy - https://twitter.com/hotpixUK/status/389351362057605120/photo/1   ), technology and housing news snippits and a few general observations. I am pleased to say that on occasion it has resulted in work for me, but more importantly it keeps me connected with a wider mixed community.

Twitter for the local community library I am involved with, keeps us connected with over 750 followers - https://twitter.com/FoLGrappenhall and has brought us raffle prizes, volunteers, new members and other support.

Housing organisations I work with seem to fall into two camps, those who embrace it and encourage staff to use it and those who still don't seem to have woken up to its potential. One organisation I just love working with actually have targets for number of staff on twitter, number of follows they acquire, numbers of re-tweets etc. They are a tremendously well motivated and cuddly bunch and clearly that spills over into the way they relate to residents. Twitters another channel they have to build trust and better neighbourhoods. RSLs, ALMOs and housing groups not using it are certainly missing a trick.

Twitter helps you connect with people and issues you care about and some that oppose what you care about. Sometimes I can change people's mind, while occasionally they can change mine by providing a logical argument that I might not otherwise had stumbled upon. Sharing is a big part of Twitter. Not just web links and the like. The best tweeters share something of themselves, humanises and provides a context for better understanding them. Its good sometimes the same things make them bored, excited or confused as me and helps me to identify with them and them with me. I have found a great deal of cool pubs, places to eat, cool software, even a belly dancer, just by tweeting 'Any know where to find....'.

So, if you have followed me or seen someone re-tweeting my ramblings at https://twitter.com/hotpixUK , thank you!

Here are the three 'little birds' (from the title of this posts music track) on Twitter who have surprised me and in a small way enriched my life during the couple of years or so I have been on there, with opinions, comment and cool links. Their profiles say it all, if you don't follow them already, go check 'em out: @PaulBromford  @LaraOyedele @nickatkin_hht  

Read On to champions of housing :

http://tonysmiththathousingitguy.blogspot.com/2013/11/beat-dis.html

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 !

Bob Marley - Three Little Birds.


(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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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!

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

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!

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