Extra time....

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




This week I was at the recently re-booted NHF IT Conference & exhibition at Stamford Bridge, Chelsea FC London.

This used to be a perennial event about the third week of November at Olympia. The previous timing allowed attendees to squeeze new applications and services into the budgets that were being prepared for the following year.  Using a sporting venue does remind me of many of the old Northern Housing Consortium HiTex events, and memories of Villa park, York Racecourse and Wigan Athletics ground, to name a few. It does make a change from Olympia, which at times could be an irritating venue at times. 

It was great to meet up with so many friends, colleagues and clients from
There was some interesting seminars, the better ones being on the second day, I think by popular consensus. Nick Atkin of Halton, Bromfords Paul Taylor and others, did give some 'good housing' . I would like to see more of this at these events, better to see experience of doing, rather than suppliers telling us 'How good its going to be'.
Everyone will have noticed Castleton's cheeky Star Wars themed display, justified winner of best designed stand. I wonder if anyone cleared that one with Lucas Film? Sharp eyed attendees on the first day will have noticed this years' 'stand fail' (which has caught out Netcall in the past). There is one about every other year. You know that misspell of 'management'. A contact of mine quipped 'Well they must have QA'd that stand like their software' (Meow!).  Also, a few noticed an acknowledgment to this blog & my influence buried in someone's sales collateral. It's nice to be appreciated 8-)

Attendee numbers were down somewhat, which is only to be expected in our sector where managers and staff are under increasing pressure. Also, proximity to other events around this time has obviously meant that some suppliers have chosen to only do some, not all events, as did some attendees. All organisations running events like these, need to work harder to keep footfall up and keep the content compelling enough to draw the crowds in.

right across the UKhousing sector. A networking drinks reception and evening dinner was also laid on, which made it easy to network over a few drinks.

NHF IT returns in December, Manchester. A city which seems to be drawing a number of housing related conferences in recent years, including the main June CIH, Orchard and Civica events. I will be there in December and I will be looking forward to sharing some more war stories and gossip over at the Britons Protection, nearer to Christmas 2016.

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

Related Post: How well do you protect your data? 

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

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Hot Club De Paris - Extra Time, Sudden Death (my fave mix of this).
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact 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Behold The Rent Collector

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





There's no end of places these days where I have heard the phrase, "We should be concentrating on the bread & butter of our operations" - Yes getting in the rent.

Most of the UK social housing community are reeling from 1% rent cuts, the possible decimation of supported communities as they become unviable and finally loss of affordable housing stock through RTB2.0

There is a battle on to reconnect tenants with identifying with their rent, and deal with shrinking benefit and the dangers of increasing arrears due to the hit of the bedroom tax. Clients of mine are getting tech-ed up and mobile with hand-held card readers, for collecting balances on the schemes, while also utilising omni-channel to make it just a few clicks to enable a payment.

Many are utilising applications like Mobysoft to go the extra mile when analysing transaction profiles and exchanging credit data to help better predict expected payments. Fully automated dialling services, such as Call2Collect are being used to painlessly generate incoming arrears appointments. For the hardcore arrears, that cannot be tackled using some of those methods, some are initiating the return of the 'Rent Man'. Perhaps not with a bag of 'Gilbert strips', but a blast from the past nonetheless.

Many events I have attended recently, have focused on one or more of the above, although until now, I have not seen one that was specifically dedicated to all the current issues around 'Getting in the rent'.
I am pleased to say, that I will be at an event, I think will finally be addressing this whole subject.  It's in central London 9th March 2016 - http://www.barrymarlow.com/rent-event.html

Many will know Barry Marlow, from his imaginative approach to housing and also his long history in housing.  I have had the pleasure of doing  several events with him, and he has lined up a Stella cast, which promises to inspire all involved in the difficult area of arrears collection.      

The range of speakers and creative thinkers sharing lessons, over seven hours, learnt from successful arrears management include:

• The mighty Tom Manion Chief Executive, Irwell Valley HA
• Peter Hall Managing Director PHHS
• Anna O’Halloran Managing Director – Consultancy Just Housing Group
• Steven Johnson Director Collaborative Change
•   ...as well as a number of others

When I last chatted to Barry, some places were still available, as this subject is the forefront in every RSL's business plan, from St Austell to Stornoway, Derry City to Lowestoft. Grab a ticket while you still can.  This event will turbo charge your arrears strategy. I will be there as I am sure, it's going to be having a big effect on the advice and ideas I will be providing, around improved rent strategies and processes in the future.

My advice is book early at http://www.barrymarlow.com/book.html - I will look out for you down there!

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

Related Post: Some thoughts on when #UKhousing Rent Arrears folks get together 

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

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Paul Weller - The Butterfly Collector.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered 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Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, 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Time Is The Key (when Gas Servicing)

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


I usually encounter gas service process at least four times a year, when working with various clients. It's a tricky one, always a hot potato as your chief exec can go to prison for it, if not managed adequately.

In these austere times, its one area then, where we might be reluctant to tinker with it, in case we degrade service. Dealing with it in a smarter fashion, we might actually be able to improve service, reduce staff time and save money, which could be deployed elsewhere.
Using some sample stats from a 21,000 unit RSL, it paints a picture which is probably replicated across many other landlords.



Where costs are being incurred for no-access and the admin/letters generated to manage the process, a third of your gas services, could actually be soaking up 56% of the budget. Having the figures to analyse is half the battle, but clearly reducing the number of customers who do not allow you in first visit, is going to produce a significant saving.

Over 21,000 units here, if we could reduce the number of customers requiring more than one visit by just a third, we would make savings of close to a quarter of a million pounds annually. (a third of the difference between basic & real cost £742,637 is £247,545).

The number of gas services requiring more than one visit, will be on the increase as we have a greater mix of shared owners. Most of these are at work during the week and are unlikely to be in during the usual social housing hours, we are used to keeping. Rather than setting up out of hours and weekend appointments as exceptions, only after letter 2 of the gas process has been generated, we should be considering them as a first appointment. This might get us the holy grail of a gas service first time, and improve customer service perception too!

Now a few DLO managers will have their head in their hands at this point, oh-the overtime bill!
Well, how much overtime could we buy for £0.25m? Also, the other tool at our disposal, if we can turn our data into clear information, is our service history. Basic analysis of even just the last CP12 certificate date and time if we have it, can yield some serious insights. If we complete certs by mobile, we will most likely have both date and time. So, we know if we completed each in normal working hours or on weekday.


   
A profile view of our tenant based on previous gas service behaviour, can help us schedule our initial appointment with a greater chance of first time success. Targeting tenants with a previous history of only being available outside normal working hours, we can save many times the cost of a gas service, perhaps undertaken at time and a half. There is probably a case for considering flexible working patterns for gas engineers. Many might welcome this flexibility and incentives could be used to further improve productivity.

This logic driven approach will be far more effective than just starting the service cycle, two weeks earlier, in reducing costs and increasing efficiency. Insight for gas service should not be seen in isolation, other data can easily feed into this area. As tenants retire, have recorded vulnerabilities or move into work, these can all drive the targeting of that first gas service appointment. In addition, repeated no-access from a new tenant, might indicate other factors, such as a safeguarding issue, crime or potential illegal sub-letting.

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

Related Post: Fooled again? Get the Procurement of new ICT solutions right will you? 

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

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Pierre Moerlen's Gong - Time Is The Key.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

I'm an Orbit Mover baby

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


After my 'shout out' for innovation, I am pleased to have encountered a number of really interesting applications and developments. My (most) favourite (usually swear-ey) COV based ICT project manager (some of you will know who I mean... ) , contacted me last week, to say "Check this out"!
Self-service Jim, but not as we expect it!

Luv and kisses, this is a sweet one to share.

Just recently you may have caught my post on a different take on selfservice repair diagnosis. Orbit Group, who must have a fair volume of new sign-ups every week, have focussed on the lettings journey for self-service. Get that right IMHO and you reduce many potential arrear, repair, ASB and gas service issues. There are a number of efficiency advantages too, as well as providing enhanced 24/7 service, like we experience in the real world of Amazon and Tesco online.

'Orbit Move' takes the applicant and gently guides them through a standard path with support. ID is checked, application claims & status etc, while keeping them in the picture with regular email updates.  More vulnerable applicants can access additional help, from Orbit's service centre. Live-Chat is always available if needed.

The applicant is informed about how they need to budget for the property, and expectations set. Before documents are provided, signed online of course, a interactive map is used to educate about those essential rights and responsibilities. Ingredients of elearning & gamification are used to attempt to make this process straightforward, but memorable.  By the end of this stage, the new tenants understand when and how they will pay for their new home and what is required of them. as regular readers will remember, I am a great fan of the concept of a 'tenant driving test'. This seems to be achieved in a pretty painless fashion.



The last step of course is to plug the new tenant into the Orbit MyAccount.  I think that's pretty neat eh?
So, how do we all get this type of thing in place for our own RSLs?
Orbit have worked extremely hard on the development with Prodo Digital, who are very local to me in Cheshire. Prodo are website, SEO and responsive design, creative specialists, with Smartphone and tablet presentation given priority, for a raft of Orbits websites. This development utilises back end objects, to securely communicate to back-end housing and EDRM systems.

Orbits HMS supplier, like many others in the market place, I am sure provide a functional customer self service portal. Clearly in this case and in quite a few others I have encountered RSLs 're-inventing the wheel' in some respects, by not utilising the available HMS portal module. Possibly these HMS options are not richly functional or flexible enough, too  expensive, not open enough, or there might be other reasons.

It would be good if HMS providers could up their game by quite a degree, with the real world as the quality target to achieve. Features here that Prodo have utilised, such as electronic signing of documents, such as tenancy sign ups, are common now for insurance & other signups . HMS suppliers are either falling short of features like this or they are not provided to the right quality, design flexibility or reliability. Orbit fortunately have high volumes and can generate economies of scale, in order to justify this type of project. They look to have made a fantastic job of it too, if I may shay sho.

It will be possible, but not easy for Prodo to make this easily as a product, as each HMS will have its own interfaces, BPM or webservices to accommodate. The sad thing is that smaller RSLs, perhaps of 10,000 units or smaller, will have difficulty justifying expenditure on such a rich solution as this, having to rely on more lightweight solutions, maybe from their own HMS providers in the meantime.  Now I have had some suppliers trying to tell me they have innovative solutions, but honestly, can they match up to the real world benchmark. Believe me, I have done pieces of work to hold a mirror up to some of these solutions, which is what they need. Better deficiencies are examined in a sealed room, than exposed with prospective purchasers, at an RSL is my view.

It would be fascinating to hear how individual RSLs are tackling this, or others such as Prodo are plugging the gaps. Catch the Orbit Move experience at http://www.orbit.org.uk/orbit-move/

All credit to Orbit here and how the project has been managed by Lisa Odedra, some new ground broken here, for #UKhousing methinks.

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

Related Post: Fooled again? Get the Procurement of new ICT solutions right will you? 

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

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Free - I'm A Mover.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered 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outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Online Repairs Can Only Get Better

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


Effective housing customer self-service is a key driver and certainly one that will not be going away in the current climate. It's difficult to perhaps visualise how to tackle it, where we and our software suppliers, come from the desktop transactional world. In particular, I am sure you agree, web portals designed by techies, rarely make effective ones. The measure of that is driving footfall flow from the service centre, to the web.

In my work with Torus Group in the North West of England, I have come across work completed on social housing self-service from Hallnet. The solutions I have seen in use are lean and cut out complexity, in order to make life easier for tenants and other customers. Having seen reliable stats for numbers of transactions shifted and enhanced satisfaction of tenants, as you can imagine I was very interested to chat with Stephen Hall, to see what else they have in the pipeline.

A few weeks ago, over a coffee and a false alarm fire evacuation, it was great to get into their mode of thinking of how they work. The key I think is that they take a digital-first approach, to pretty much everything they do. Even if it's something for the desktop.  

The latest area they are looking at is self service repairs, pretty much one of housing's top low hanging fruit areas. In typical Hallnet fashion, the new product, named ActiveHousing, being developed, looks at self service repairs from a very customer centric viewpoint. This is a departure from many approaches I generally encounter.

Key concepts I liked in the solution included serious attention to 'nudging'. Changing tenant behaviour and keeping them to the published limitations of their tenancy agreements. So, tenant damage can be rejected or a re-charge procedure managed. The more adventurous DLO teams out there could even bill tenants up-front for recharges. Where tenants were nudged away, they could receive some advice instead. Neat!

Tablet centric design allows capture of images of tenant issues, which could include QR codes or other info on particular components, such as heating or electrical systems. A great way for customers to describe issues, while we are waiting for IOT to arrive. Early on, contact and other details can be confirmed, such as mobile number/email address. Handy in the repairs transaction, for keeping the tenant informed, but increasing accuracy of general contact details too, for whatever purposes we may need it. Chasing that arrear perhaps?

Diagnosis of issues was really smooth and took into account 'tenant' rather than 'technical services' SOR speak. Sensible synonyms are supported so 'Wasps' can be easily recorded as 'Insect infestation'. Once painlessly diagnosed, the holy grail, you see what appointments that are available. Naturally these are sourced from a back office scheduler, so Optitime DRS (already in place), or another, such as 360 can be easily configured in. Once complete and ordered from a basket (yep, just like the real world web 2.0 of Amazon, Tesco etc), confirmation email or SMS reminds the customer when the repair appointment is booked for, adding convenience for them and reducing waste calls for the RSL's service centre. 

Proof of the pudding however,is how has this changed customer behaviour? Helena partnerships have had a 275% increase in repairs being reported via the web. From stats on the solution, the average repair takes only 99 seconds to report, actually faster, to some degree than on the phone. Few channel shift initiatives I have seen, manage anything near that. 

As you can tell, I really liked the fresh approach of Hallnet's ActiveHousing concepts, for SelfService, and they were a nice bunch too! Like me, they will be on stand 12 at NHFIT2016 Chelsea. It's worth checking Hallnet out there. Let me know what you make of ActiveHousing, or add your comments here on the blog.

Learn more about ActiveHousing here https://www.activehousing.co.uk/

Quick video here -

https://www.youtube.com/watch?v=-KiI1FVeoQ4

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

Related Post: More insight into a better experience of ChannelShift for your customers 

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

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


D:ream - Things Can Only Get Better.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

In A Rut

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


I was chatting just the other day with a director of a major mobile software supplier to the social housing sector. We were talking about how integration, particularly where there are many partners to interconnect, can often be a projects' Achilles Heal.

If you are not careful, the experience with suppliers, integrating gear together can be like watching rutting venison, in an NT deer park. In the project I was chatting about, the go-live came in on time, well in budget and I came up broadly spelling of roses. There were rocks in the road from time to time, but I have to say we got four systems to talk to each other, without the 'gamey' smell.

Most failed projects I see, have fallen on their face because of poor or non-existent integration.   No doubt about it, integration is always possible, but for several reasons, often never reaches its end-game. There are many reasons for that, probably half a dozen down to suppliers and 50% the clients fault.

Often users decide it's easier to 'live with' poor integration and convince themselves that re-keying data is a reasonable alternative. In the current social housing environment, poor integration, duplication, re-keying etc, is a luxury we cannot really tolerate.

So, in a new project, how do you crack decent integration?

Well, a few of my tips are as follows.  specify the degree of integration right in the tender and have a lead supplier, where possible take responsibility for all integration. as early as possible, corral all suppliers together to gain buy-in for connecting this up and making it work. When problems appear, and they will, get all your suppliers in, have a lock-in.

Now this sounds a little draconian, but I promise you it works. Buy them their sandwiches, even (jam or custard) doughnuts, but keep them in the room until it's all sorted. Really sorted. Fail at this stage and you will pay something extra later.

So, how do you fix a failed integration project?

Having tackled several, as Tim Peak might say, "it's not rocket science dear". (I have got to say I did not intend to make that sound as camp as it reads). It's not as hard as it sometimes appears. First thing to do, get your suppliers all together in the same room. Agree what we are looking to achieve, price it up and issue some purchase orders. That's because if it's got to this point, we have to accept it going to cost something to fix it. 
Now a number of people I have worked with have been concerned about this as they feel nervous about confronting suppliers. It's not a situation that worries me and often I have played cupid, to re-unite clients with their suppliers. Up to now I have a 100% success rate. Maybe this is because if we don't crack that integration, some of those could be ex-suppliers.

So, don't rut with your suppliers, get yourself out of your supplier rut!

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

Related Post: Why do we ignore our #UKhousing workflow & tasking functionality then?  

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

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


The Ruts - In A Rut.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..