Independence Day

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

As an English person without a vote in the Scots referendum, I cannot fail to be amazed at how the Yes & No campaign has leverages social media to get their message across. The number of Facebook and Twitter posts, with a ‘Yes’ or a ‘Naw’ in the bottom left, has helped spread a viral message, quickly and painlessly.

Although not unknown in recent parliamentary elections, the proliferation of hashtags, such as #indyref, #BetterTogether, #SaorAlba , #LetsStayTogether and #VoteYes has helped galvanise public opinion and helped get as many as 97%, in some areas, registered to vote.
In comparison, for the last election, turnout in some areas in Scotland was down to 19%.

Facebook was a big battle ground, with some of the rich, famous and righteous wading in. Here is a 2d worth from Annie Lennox - https://www.facebook.com/photo.php?fbid=10152215730434589

All this stuff has certainly mobilised followers and helped to spread the message. What happens on-line then is taken off-line and Scots have joined meetings, marches and events, from their selected camps. Indeed, some would say that it is unthinkable these days to engage people in events such as the Referendum, without social media tools such as these.

So what could social housing learn from this? Could we and our staff be leveraging social media better? It can be easy sometimes to spot where some RSLs have just had some comms’ and social media training. All attendees join twitter with a name linked to their organisation, add their colleagues on the course to follow, some change the egg to a face, add a few tweets and go back to the day job. 

Is your organisation guilty of this?
One element of the comms training on SM, which may be missing, is advice on management guidelines. Without these, I doubt if staff can feel empowered to tweet and use our common hashtags, such as #UKhousing, #Housingcamp, #DigitalFirst or whatever, to reach the wider world and our peers.

Do a twitter person search using your organisation name and see how many eggs (not faces) and people with just a few tweets to their name, from last May (or before), with minimal followers are on there. Is it any wonder that we are generally struggling to get the #UKhousing message out?

I have noticed when assisting organisations with KPI’s and cleanly bringing data together across their organisations, for benchmarking etc, Twitter KPIs are on the rise. Would you dare measure number of staff registered on twitter for your organisation, no of monthly tweets, number of total staff followers, number of monthly re-tweets. Now, is that making you think? I hope so.

Maybe it’s time we helped our staff vote ‘Yes’, to engaging with the world on Twitter and other social media to help inform the world about ‘why social housing matters’ and ‘what we are for’.

Related Post: Social Fools, are you getting social?

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

The Comsat Angels – Independence Day.
(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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Hit the North(gate)

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

Some local government sector software news you might have missed.

Reuters have reported that Northgate Public Services (suppliers of Housing Management solutions to dozens of RSLs in the UK) are 'up for sale'.

Quoting directly from the CRN tech news site:
http://www.channelweb.co.uk/crn-uk/news/2361183/northgate-tight-lipped-on-sale-speculation

Northgate Public Services up for sale, according to Reuters

Northgate Information Systems (NIS) has declined to comment on reports it is selling off its public
sector arm and insisted its customer focus remains "unwavering".

Citing two sources familiar with the matter, Reuters claims Northgate owner KKR - a US private equity firm - has appointed Rothschild to sell the firm's public sector arm.

The sources said Northgate Public Services (NPS) will be auctioned to private equity firms later this
year and could fetch up to $600m (£361m).

NPS is one of two NIS divisions, the other being its NGS Human Resources arm. Northgate Managed
Services was part of NIS until February this year when Capita snapped it up for £65m.

NIS and KKR remained tight-lipped on the matter.

"It is not KKR or Northgate policy to comment on rumours in the market," the duo said in a joint statement sent to CRN.

"We will continue to maintain our clear and unwavering focus on providing the customers with the world-class service that they have come to expect."

Three UK Northgate customers I have spoken to in the last few weeks, were unaware of this.

Hopefully any Northgate sell off / change of ownership will not impact unduly on Social Housing Providers in the UK, utilising iWorld, Northgate Housing, Codeman or the legacy Anite Ohms Oracle based modules.  Fingers crossed.

Related Post: Keystone sold, following Promaster move to Orchard

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

The Fall – Hit The North.
(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. , 07854655009 , ," """" ",,#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,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, 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

Even (Work)flow

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

"Workflow", "Task Tray", "Tasking".

All terms for your housing management systems means of generating and tracking tasks, when passed to different teams and users. Unless you have been living under a rock for about eight years, you will have noticed your HMS has developed these features. That's if you have a 'recent & decent' one in use of course.

I often ask RSL's I work with, "So does everyone use the system tasking then"?
In fact, since you are reading this, ask the question to yourself, about your organisation. Most people when pressed then answer "No". I find that with all types of common mainstream systems out there; Orchard, Civica UH, OpenHousing, Northgate etc. So why is that? Is tasking and workflow that bad?

I am coming around to the view that the problem lies more with users than the application. Where I see it work best and bring efficiencies to the table, the whole organisation is bought into the idea. With some illustrations, tasking can be justified as
- Necessary
- Efficient
- Tenacious (it hounds you until the task is complete)
- Convenient (users come in and see what's priority to do and when its due by)
- Helpful (it enables us to do the work we are employed to do)

Often arguments I hear revolve around tasking are, it is a "bit too similar to email", "tasking causes extra effort", "I like working the way I always have.." and "tasking will not work with chief execs and people outside of our organisation, so everyone cannot possibly be pulled into its orbit".

Well, if you have tried and failed to introduce tasking/workflow in your organisation, here's some points to de-bunk the above. Firstly, let's examine how its similar and also different to email. When using Tasking, we are ASKING someone to do SOMETHING (please). Email can be used to keep somebody aware of something, keeping them in the loop, keep its use, just for that. Tasks are traceable and visible to customer services and others, emails are not.

Tasks usually require completion, cancellation or referring on, so yes, they do require a few extra keystrokes. But that brings order to our procedures etc. Often, tasking falls down because certain members of staff would rather work the way they have always worked. I am sure these folk play music at home on wax cylinders, rather than ipod's. That's their prerogative, but while at work, management need to have everyone working in a consistent manner. Maybe they just need a little more help, to get on the bus. Some people may however find they dislike the destination on the front.

Chief Execs in my experience are mostly not of the Nick Atkin mould. While Nick might quite happily tackle upgrading the RAM on his laptop, the majority do not regularly log into the HMS, and yes, rightly would not see workflow tasks. Luckily, most have a very efficient PA, who if asked will do the latter, if required, at whatever frequency is set. Daily, Hourly, twice a day etc. Turning on escalation of (late) workflow tasks (upwards), in my experience, also helps everyone get on the bus.

Most HMS tasking does allow a mix and match of emails and tasks, so can support pulling non-housing system users (e.g. DWP, local authority or development agency), into the scope of the process. If your organisation collaborates closely with another, consider allowing them limited access to your HMS just for workflow tasking. Five tasks on their own waiting for them, instead of five emails, spread within their usual 200+ emails a week in Outlook, would be a better way.  

Once they start using your HMS desktop Workflow TaskTray better, you have the key to better, more traceable customer service. If you want to share any war-stories about using/abusing tasking in your organisation, or you would like help in kick-starting it, you know where to find me !

Related Post: Using Yammer to ban internal email

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

Pearl Jam – Even Flow.
(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. , 07854655009 , ," """" ",,#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,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, 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

Icing On The Cake

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

I have had so many requests for my Lemon Drizzle Cake story, then here it is. If you know me, I generally have told this story, to help people realise they need to change their systems, processes or ways. So here goes.

A young man, recently married, was amazingly impressed with his new wife. She was beautiful, witty, intelligent, understanding, down to earth and a fantastic cook. Her speciality was Lemon Drizzle Cake. It was light, sweet, more-ish and a perfect mix of tart and coconut flavours. One thing was getting to him though. Every time she made it, on retrieving it from the Aga, she cut an inch from the longer sides and threw them away.

One agreeable evening after a few beers and glasses of oaked NZ white wines, he asked her why she did that. After a bit of thought, she said "That cake is a special family recipe. My mother taught me to make it as a schoolgirl and that was a special part of getting the cake to taste the way it does". He responded by saying he could not quite get his head around that. Being the perfect wife, she understood and suggested he ask her mum, when they were there next on Sunday.

After the roast beef, Yorkies and al-dente veggies, his mother-in-law had baked the family Lemon Drizzle Cake. It was perfect, just like his wife's and had its sides missing. He took his opportunity and after the meal, asked her why the sides were cut off. She said she always binned those and it was his wife's granny, who had taught her to do that. The following week it was Mothers Day and as they all were going up to the old folks home, to see Granny, decided to ask her about it then.

The care home was quite luxurious and Granny had a very comfortable room, with a lot of her personal ornaments, pictures and other familiar stuff around her. After the presents were exchanged, he took his chance to bring up the Lemon Drizzle Cake, how well it was made by his young wife and mother-in-law.

"Ah yes!" She said. "That is a most delicious cake and a family recipe I have passed down. It must be made in a set way, otherwise is not as good, as it can be". I understand that, he said, but why on earth do you cut an inch off each end, as soon as it comes out of the Oven?

"Well", she said, turning around to the side table, and picked up an old, round Quality Street tin, "If I don't do that, it doesn't quite fit in here....".

I think you can realise from this, why we must constantly review in our processes, what and why we do things, to always check if they are still needed, appropriate and correct.

Get 'em to print this off and put this helpful picture in their pocket 8 - )

Related Post: Fooled Again - Make a better job of procuring software in future
 

_/_/_/_/_/_/_/_/ *** Join the discussion with Claire & Aiden *** _/_/_/_/_/_/_/_/

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

Martin TinTin Duffy – Icing On The Cake.
(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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Everybody Get Dangerous

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

I donated a fiver to a very brave chap I know called Nigel (way braver than I, must admit), this week, to help fund a housing group by doing a skydive, to bring a big charity effort to Nepal, this autumn. It got me thinking, what's the most dangerous things I have done, should I get more on my 'bucket list'. "Get a bucket list" is number one on there, when I start one.

Reflecting on it, often the most dangerous thing we can do, particularly with our habits and work processes, is to always do what we have always done. That is even when things change, and as we all know, change can be our only constant at times. It's like a bust stop near me labelled 'Dog and Dart'. It's a pub that was demolished about 15 years ago, replaced with retirement housing. There's not even a round blue plaque on the wall declaring, 'One of Greenall Whitleys' abominable Grunhalle serving pubs, stood once on this spot, 1968-1999' or similar.

This note on someone's office stairs above (from Grace Hopper), sums it up. I have seen a few people print this and put it on the wall in their offices.

We need to continually question what we do, why we do it, what it's for, is it still relevant. I have a revealing 'change' story about a newly-wed and some super lemony, lemon drizzle cake, that's too long for here, but if you catch me at any of the conference events coming up http://tonysmiththathousingitguy.blogspot.co.uk/2014/08/the-conference-season.html , I will be happy to share over a coffee/something stronger.
 
For many organisations, it's a special event, project or expenditure taken from a specific finance budget code, when processes, can be examined, to see how they can be improved. I do a lot of that work, so it's a familiar situation for me. It kind of runs through me like letters in a stick or rock, if you engage me or let me on your premises, I will be looking to change something for the better.

That 'better' is rarely to make savings, its increasingly to make people more efficient and free them to do a lot more of what humans do best. Sometimes, your systems hold your organisation back, other times it might just be your procedures. Here's an example. "Invoice authorisations require application of a rubber stamp and two signatures, before being passed for adding to the finance prelist".

Your auditors will be perfectly happy with the digital authorisation, in your HMS, by two (or even optionally 3 or more defined) people, restricted by your internal standing orders. They might of course insist that your passwords are changed monthly, are of 8 characters or longer and everyone logs in as their self into Windows with AD authentication. You just need an agent or prompt for change.

Auditors can be similar to dentists, visits should be regular and often. Leave a big gap and you can guarantee, it's going to be a painful visit. They generally see many organisations and can supply excellent signposting, particularly if they have other housing customers, with similar housing and financial systems as yourselves. Also take your cues from upgrade logs too. Once you have dissected the 30 new features from this year's 67 bug fixes, you have some new opportunities to do things differently.

Related Post: Fooled Again - Make a better job of procuring software in future
 

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

Weezer – Everybody Get Dangerous.
(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, #housing , 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, #UKhousing , #Digitalfirst , Consilium,Consolidation,Consultancy,ChangeManagement,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, Change management 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,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, 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

The Conference Season

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

Well, summer is barely gone and the autumn housing IT conference ramps up. There is a good reason why system suppliers enjoy this timing, it gives ICT System Managers good time to squeeze all those super products into next April’s budgets. You may call me cynical, but that's a fact. With that aside, Autumn 2014 looks to be a great period to learn more about what's out there and what your system supplier has put in the latest upgrade.

Orchard, Capita and DRS housing conferences pop up shortly and then this years 'Federation’s IT in Housing Conference and Exhibition 2014' event, becomes a two location affair this year. Although surely that one will cost suppliers double to do both, it will certainly reach more RSLs in the North.

So, how to get the most from your suppliers conference, beyond the almost obligatory free bar? If you are lucky enough to for your supplier using a venue like Alton Towers (you know who you are), ensure you ask for a rides ticket.

Choose some interesting sessions, on areas you may get more from with your existing system. Sessions run by other customers or outside consultants are often the most useful. Expect sessions to be positive though. No supplier would organise a car crash in a session intentionally, so if the subject matter did interest you, do as I do and chat to the presenters after the session, to gauge a more balanced opinion. Suppliers have good stories to tell, but you may well be implementing it in a different situation to others.

Talking of others, conferences are great places for making links with your peers, neighbours and other users of your package. This can be invaluable in sharing insight and knowledge. I have also seen old users of mine at MIS-AMS use contacts to gang up, to push the priorities of new features or module fixes, as a group. You might find that useful to consider. Most suppliers are happy to take feedback on board like that, to push products forward.

I find supplier user conferences invaluable too. Being truly independent, I find all switched on suppliers are pleased to make me aware of their new biggest and best developments. It certainly helps inform me when working with the variety of system applications I work with on a regular basis. It’s obvious that some leading suppliers are developing their systems very rapidly and from their user conferences, seem to be fulfilling delivery promises and expectations.

The National Housing Federation’s IT in Housing Conference and Exhibition 2014 bash also comes with a free drinks event, although this has become more subdued in recent years. Hopefully Documotive will sponsor that again this time. The sheer choice of suppliers you can see at London Olympia and this year at Manchester Central, is a big draw for me. In the last few years I have taken customers wanting to procure around similar suppliers, to make structured soft market assessments. If you are looking to try something similar this year, please be in touch.
Last year’s conference seemed much more focussed on RSL IT experiences and less on supplier pitches, which I believe is the way to go. Satisfied customers often sell solutions better than suppliers sometimes sell software. I am sure you would agree. As again, don’t be afraid to engage speakers after the session if feasible.

If you are booked into the conference circuit this autumn, do let me know. It would be great to share some war stories and a coffee or a beer in the (free) bar(!).

Related Post - Learn To Fly, the Housing Technology Conference

Here are the most important / relevant ones:

Capita's Everything To Everyone 2014 - http://www.capita-softwareandmanagedservices.co.uk/news/Pages/housingconference14.aspx
DigitalFirst at Salford Quays 29th September
Housing Technology SMAC Your IT up at the BT Tower, London, 3rd October - http://www.housing-technology.com/events/smac/  
Orchard Customer Conference 2014 - https://www.orchard-systems.co.uk/news/94b73d32-d118-42ed-9325-b170a7ee3b1f and My experience there
Optitime / Kirona DRS Conference - Chester -4,5th November - http://xmbraceusergroup.org/upcoming-events/next-user-group-meeting/
The Federation’s IT in Housing Conference and Exhibition 2014 - London Olympia and Manchester http://it.housing.org.uk/

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

Nitin Sawhney – The Conference.
(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,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, 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

Trouble In The Message Centre

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

“A new typeface, another day....”

Several times over the last six weeks or so I have encountered a bit of groundhog type day with a number of the social housing customers, I have been working with. All are doing different things, introducing SMS text, internet portals, automated satisfaction, manual means of monitoring satisfaction etc. It amazes me how many of these projects are progressing more slowly than needed, due to poor source data. This is particularly prevalent where contact data, phone numbers and email addresses are concerned.

These days most housing associations and groups have reasonably efficient systems at recording different types of contact numbers, at various places in the customer journey. When you get ten minutes, have a look at your own system applications. You probably have a people module, with a concept of family (& other groups) and individual contacts. You probably have a contact number available on your responsive repairs and against the asset too. That latter one might have been the historic place to record a landline. If you hadn’t noticed, a lot of people are not even bothering with a landline these days.

About 7 years or so ago I remember doing a ACIH presentation at the CIH Octavia House in Coventry. The presentation was about better case management of ASB and other processes, using integrated modules of Housing Management Systems, which relied on good contact data for reporting. I recall Abigail Davies (Assistant Director of Policy & Practice), sharp as a tack, asking me that morning what my opinion was on how RSLs actually use those modules. A very relevant question, which I answered honestly as about 50/50, from anecdotal evidence.

Back then, few RSLs were using tenant internet portals and the like, automated texting and other things we all now take for granted, from our dentist, car servicing garage etc. Having accurate contact mobile, landline, work, carer and other numbers, also a reliable email address is now paramount to providing better customer service.

The better organisations have a set method of recording all contact numbers. This can be instigated by good training from day one, enforced by good managers and problems caught by exception reporting. It’s not rocket surgery to detect an ‘07’ number in a contact group home number field, or a ‘01’ , ‘02’ or ‘03’ number in an individual contact mobile field. On reporting this, it should also be possible to identify the member of staff involved, who might need help in getting this right in future.

What if you regard your contact numbers info to already be in a mess? Have you many thousands to clean up? How to tackle that? Maybe you would be best not even attempting an archaeological dig on it. Are you actually seeing the wood for the trees, are these difficulties just knocking your objectives into the long grass?

Thinking how you are looking to use the data can be the key. Where is your low hanging fruit? If you need a mobile number for response repair text alerts, put a procedure or (if you have the luxury of) scripting (Omfax / Locator) to capture, in the correct place for each repair request. Your organisation then has 100% of response repairs covered. On average then, within 2 years, your overall contact data should have improved to above 85%, based on an average of 1.7 repairs logged per tenant. While you are at it, why not ask to collect an email address too, so a reminder can also go to that and allow easy sign up to check where open repairs are up to and ability to log online 24/7?

If you use scripting, ensure the script checks and confirms various pieces of essential data, at sensible intervals. You decide, but maybe checking a mobile number at least each repair, landline/work number every few months, email each month, when any call or contact is recorded. As already mentioned in a previous blogpost http://tonysmiththathousingitguy.blogspot.co.uk/2014/07/communication-breakdown.html you should be using your CRM system for all types of interactions, not just calls into your customer service centre. CRM data, then becomes a valuable resource for everyone in the organisation. Ensure they are all stakeholders in it.

Related Post - Call On Me

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

Blur - Trouble In The Message Centre.
(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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