Reality Poem

If you do the Twitter thing, follow me at @hotpixUK

or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

A week or so ago I was chatting to my local PCSO (Police Community Support Officer) at a Police Surgery at the community library that I am involved with in South Warrington.

We were talking about the levels of crime around the streets we were in and I pulled out my iPhone firing up the CrimeMap App (itunes.apple.com/gb/app/crime-map-england-wales/id422541257 ).

Once 'Everything Everywhere' had got its finger out I could see a range of ASB and other pretty minor crimes from up to Feb 2013. I was quite pleased to see that to encounter some violent crime I would need to travel a fair distance! If I needed some drugs it looked like they may only have been twenty minutes walk away.

NB: CrimeMap data only available in England, NI and Wales.

He was amazed I had this in my pocket. It is just one of a range of Augmented Reality ( AR ) apps starting to emerge of interest to the general public and organisations such as RSL’s and other Registered Providers. Initially the realm of wraparound video glasses, the emergence of most of us having smartphones and tablets is bringing AR down to a more useful and practical level.

Layar (http://www.layar.com/)  is another cracking app, apparently with 40,000 editors adding content worldwide, great for use within a strange town or city to view what you see differently. Find a museum, a piece of history or a restaurant using a layer put over what you point your tablet at and where your GPS location is. Comments can be added by users and with events can be rendered over the view of the device camera. Additional digital content can be added to print or images. Lonely Planet are one publisher currently onboard.

When abroad after a sticky situation on an overnight train from Madrid to Algeciras many years ago backpacking, I always learn some local language to get by. It’s tempting though to look at apps like Google Translate, which will attempt to translate local signs and text directly, just using your smartphone camera.

The potential this has is a great mash-up of channels, all working to enhance everyone’s day to day experiences of the real world. As you would expect, advertisers are already on board with this. A quick search on the apple store for ‘augmented reality’ gives over 1,400 apps. Excluding games, there are a number of useful apps here, from identifying that plane flying overhead, to sales apps (from companies like Tesco & others) to the NCP car park finder.

How could your organisation innovate using AR for social housing? Downloading that CrimeMap App for your ASB team, to use on the scheme might be a good start!

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: So is social housing getting the message across yet?

LKJ (Linton Kwesi Johnson) - Reality Poem.


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

PS 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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Home Computer

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Working in housing or general IT nobody can have missed that channel shifting going on, to try to drive customer requests towards the web.

I was only with a customer this week where they are looking to make this a reality to reduce customer service centre traffic and also improve satisfaction. The latter a tall order as there is a battle to drive the general public onto the internet to access services and particularly those categorised as “Digitally Excluded”. Top of the list include many residents in social housing and the elderly.

In the UK, government agencies have seen huge success in driving much traffic on-line and reducing back office jobs. Some that I use a lot are buying my car tax disk and filing income tax/vat on a regular basis. These work very well and have weaned us off using a post office (dwindling in number) or local tax offices by providing the convenience of doing it yourself.

Universal Credit, just a few days off now is structured around internet access being key. Putting aside the flaws of bedroom tax and other aspects of changes, this will be a big ask, particularly for many claimants who have had no real access to computers or web enabled smartphones. This news article from Wales earlier this month http://www.bbc.co.uk/news/uk-wales-21733644 highlights some of the difficulties.

Indeed, the community library at Grappenhall (see http://grappenhall.org.uk/)  that I am involved with, has a catchment area of affluent retirees, who are cash poor and need a way to access benefits. In a climate where we are losing libraries because its perceived we all use the internet to garner our information, the community library is proving a useful hub in helping these people access the benefits to which they are entitled.  

A number of RSL’s have woken up to the agenda of digital exclusion and are doing what they can to provide access for residents, also silver surfer training. This can save £250 or more annually on shopping costs as well as plugging them in to the new online benefits culture. In theory, particularly older claimants can be signing up to all the benefits they don’t know about currently, as with UC they will all be in one place.

Johnnie Johnson Housing Trust are one local to me that I am aware of that are providing internet access at many of their retirement schemes. They have also provided some degree of training and shared access equipment where practicable which is fantastic for their customers. While nobody would claim this was a silver (surfer) bullet, it’s a great step forward and over a couple of years has increased internet penetration for them from around and estimated 6% to nearer 40%. Not to forget too, the wifi provided can also be used by housing staff to access main systems via the internet or Citrix Receiver. I have myself become a fan of ‘Receiver’ using it on an iPad touch. It’s easily usable on even a small device like that for small amounts of work, rather than spending much more cash on dedicated mobile solutions.

Another avenue is the refurb of old smartphone kit for the digitally excluded and supply ultra-cheap or nearly free. See http://www.virtual-strategy.com/2013/03/28/moduslink-and-newton-circus-join-forces-increase-digital-inclusion A great idea and a super name in ‘Silverline’ geddit? Now this is one angle that might work for our demographic. It would be hoped that sons & daughters might gift tablets to their parents to get them on-line, but older devices and targeted apps might be the way forward.

If you have some initiatives on-going as usual, please get in touch. Thanks everyone for getting in contact, feedback always welcome!

Read on to : The Channel shift Agenda - Are you embracing it?

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 !

Kraftwerk - Home Computer.


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

PS 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,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking,Castle,CBL,Cedar Open Accounts,Change,Cheaper Housing IT,Chics,
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Home And Dry

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You will have no doubt read that news item last week about how Yahoo have banned working from home (WFH). Marissa Mayer would clearly like to see those employees clocking in and out, being visible around the place.

It does make me wonder if the Yahoo offices look anything like those scenes over at Google. You know, a bit like at Bromford Housing Group; crash areas, open plan kitchens, leather sofas, booths where you can update Facebook, Twitter, PInterest and other social media. That approach makes your work environment look more like a home environment, the theory being that as employees, the line between the two becomes blurred and we spend longer at work (hopefully working!). Admittedly Google HQ (at least the London one) has more video games, more designer furniture and antique lampshades that any (forward thinking) RSL I have ever visited. Check it out here - http://www.telegraph.co.uk/technology/picture-galleries/9461561/Inside-Googles-quirky-new-London-headquarters.html?frame=2303595

Reading behind the Yahoo headline however, the reality is more like 200 or so out of 12,000 employees who used to exclusively work from home. Well does this penalise honest workers who have carved out a fair work-life balance while going their roles well OR reveal the amount of shirking that happens when you work from home? When exactly should WFH be appropriate?

For many that is down to organisational culture, how well employees are managed, monitored and what kind of IT infrastructure supports them. That last point is crucial. If an employee can adequately work at home or on the move with full access to systems, documents and files, they can take full use of virtually everything they have at their fingertips in the office. Can you say that of your systems? How many documents are still the subject of an office paper chase?

In an age where EE are offering 4G at £42 a month, it’s a sad fact that many places we have social housing, there is seldom decent 3G. WiFi is a great way to get around this. One RSL I work with have put this in to many schemes, with a view to tackling Digital Exclusion. While residents pay a small service charge for this, it’s ideal for travelling staff who can get on to Citrix Receiver on a tablet/ipad or laptop. This means their full desktop is available when sitting with residents.

I have experienced traditional environments where working from home was allowed. In one case a programmer was perceived to have abused that privilege. As a punishment, all working from home was banned with some disappointing and discouraging consequences. In my experience where working from home has been successful (particularly in the IT area) people can be best managed in a goal based way. I.E. ‘products’ (in the PRINCE2 definition) of some kind should be delivered for a set time or date. The employee can then arrange their home day however they wish in order to hit that deadline. Thus you can fit the school run, a bit of shopping, waiting for that delivery or whatever around your day as long as you deliver. WFH is often relevant just for certain roles, projects or positions at different times. It’s important to make that point clearly to staff to remove ambiguity. They also need to act responsibly and fairly while in a work role.

Justifying WFH can be done based on many factors. Better for people and the environment, perceived greater efficiency, reduction in mileage claims where staff travel direct to sites (not via the office) etc. Provision of decent systems, Citrix/Terminal Services, hardware and data connections obviously introduce costs. Many organisations are allowing or encouraging BYOD (Bring Your Own Device). This can cut costs and make WFH much more convenient for staff. Access to systems needs then to be controlled and also deployment of apps etc on those users devices.

I work very much like that currently and more inclined to work way more hours than is perhaps healthy. I do miss the opportunity to ‘collaborate’ in a traditional office environment. That was one aspect cited by Mayer and a particular thing she wanted to achieve. It is enjoyable being out however and I do like being in business attire when on site. Anyone who knows me well will know my extensive tie collection, one that would allow me to work in one place and not wear the same tie again for over 6 years, if I had a mind to. The nice thing is when the shirt and tie is replaced with t-shirt and jeans, there is a psychological break from work to home. I know then when to stop!

Read on to: What's stopping us getting more mobile?

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 !

Gerry Rafferty - Home and Dry.


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

PS 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,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking,Castle,CBL,Cedar Open Accounts,Change,Cheaper Housing IT,Chics,
CHR,Citrix,Civica,Clearview,CMS ,Asprey e-state pro, ECMK , Innovation Group Apex, Mr Void , MrVoid, In4Systems Promaster, CCS IT Keystone CCSIT, Northgate Codeman, PIMMS Data Systems, datasystems , Template,COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context, MD , Director , Housing software, UK, United Kingdom,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Deeplake,Development Systems,Document Management,Documotive,ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,Finance,Financial Systems,Getting best from,Grasp,Grip,hardware,HG,Housemark survey,Housing Blueprint,Housing Group,Impact Response,implementations,In House,In4,Infoflow,Information Technology,Informix,inHouse,in-house workforce, HousingIT, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld,Keylogic,Keystone,Kirona,Kypera,management reporting,Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Neighbourhoods and Communities,Miracle Software, HouSys, Northgate,Notice,NROSH,OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,Plus,PM,Progress,Promaster,Proval,Pyramid, QL,QLX,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC, NINTEX , NINTEX workflow , Rocket,RPs,RSL,Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Universalcredit, universal credit, universal credits, Servitor,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, Factorwise, Blockwise, Block wise, Task,Terminal Services,Three Star,Today,Total repairs,Tribal,Twitter,U2, 07854-655009 , 07854655009 , 07854 655009 , "07854 655009" , tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,UniClass Enterprise,Unidata,Universal Housing,Universe,Unrest,Van Stock,Voice and data,Wales,Welsh,Windows Server,Workflow and tasking,Xmbrace,XML

What a waste ....

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/


A conversation with a director at one of my housing customers started me off thinking about this post. The track by that great Rock and Roll artist and lyricist Ian Dury “What a waste” came to mind and by gold vinyl copy of ‘New boots and panties’ up in my loft. Also the definition of waste used by Vanguard and John Seddon. Waste was easier to see in my first role as a technician apprentice in an electrical engineering manufacturer. Pallets of miss-sized components, wrongly wired assemblies and vacuum circuit breakers dispatched back to Kyoto as defective. It was very visible and obvious. 

Outside of manufacturing it’s less obvious but taking the time to look, you will see it. All around you. Waste also has a habit of multiplying in the service sector rather than anyone working quickly to nip it in the bud. In housing we are all broadly doing the same things with the same flows, while trying our best to absorb variety, from residents and needs.

Response repairs is one great area of low hanging fruit that can bring savings as well as improve the experience of residents and cutting waste. How often have you contacted your bank, telephone or insurance provider with the same issue or variations to it? Think of your time that was wasted, the frustration you felt and how it shaped the impression of the organisation you dealt with.

Residents feel the same when very similar issues are being constantly logged, like electricals keep tripping or repeated heating issues. How often in these cases do we hear from residents, “Well this is the n’th time I have contacted you about this.... Three response repairs will cost anywhere from about £450 upwards and at the end the resident is still not happy. The means of flagging up this type of thing when repairs are being logged is not rocket surgery.

Simplistic housing management systems can generally flag up if the same SOR (Schedule of Rate) item is selected. This is useful, although not too practical as the repeated fault is rarely exactly the same, (as anyone working in repairs diagnosis or job entry will tell you). System checks on repeated faults within the same SOR section or within the same attribute/component are more useful at the front line. For example, more than 2 calls within 8 weeks or of total aggregate value of over £400 might trigger an inspection or housing officer contact. Intelligent use of workflow or scripting can make this automatic. Rules can be set per trade, scheme, tenure type etc. The outcome then can be more satisfactory from the resident and finance viewpoint.

Looking at the flow of work logically it makes sense to tackle issues and attempt to solve problems as early as possible in the process. To shine a torch on specific areas decent reporting coupled with some imagination is essential. Out of the box reports if supplied at all rarely bring much imaginative thinking with them. Also, never expect them to match the variety faced by yourselves as an RSL. I.E. If your stock is rural, student short lets, include aspects of care, asylum seekers or predominantly elderly, different issues will arise. Reporting needs to be moulded to these variations pinpointing exceptions, which can be used to modify flow.

Examples are where cumulative thresholds are being breeched or repairs being repeated when actually under (response repair or original builders) warranty. In some organisations this can amount to 5-8% of the total repair budget. Identify more of these at the front line and the resident need for repair can be satisfied at zero cost. A small RSL I work with estimated that they could save approaching £200K if every occurrence like this was caught when logged.

Technology particularly workflow is the enabler for these savings and should be given the IT resource needed to put these triggers in to enable these savings and service improvements.


What a waste.


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

PS 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,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking,Castle,CBL,Cedar Open Accounts,Change,Cheaper Housing IT,Chics,
CHR,Citrix,Civica,Clearview,CMS ,Asprey e-state pro, ECMK , Innovation Group Apex, Mr Void , MrVoid, In4Systems Promaster, CCS IT Keystone CCSIT, Northgate Codeman, PIMMS Data Systems, datasystems , Template,COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context, MD , Director , Housing software, UK, United Kingdom,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Deeplake,Development Systems,Document Management,Documotive,ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,Finance,Financial Systems,Getting best from,Grasp,Grip,hardware,HG,Housemark survey,Housing Blueprint,Housing Group,Impact Response,implementations,In House,In4,Infoflow,Information Technology,Informix,inHouse,in-house workforce, HousingIT, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld,Keylogic,Keystone,Kirona,Kypera,management reporting,Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Neighbourhoods and Communities,Miracle Software, HouSys, Northgate,Notice,NROSH,OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,Plus,PM,Progress,Promaster,Proval,Pyramid, QL,QLX,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC, NINTEX , NINTEX workflow , Rocket,RPs,RSL,Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Universalcredit, universal credit, universal credits, Servitor,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, Factorwise, Blockwise, Block wise, Task,Terminal Services,Three Star,Today,Total repairs,Tribal,Twitter,U2, 07854-655009 , 07854655009 , 07854 655009 , "07854 655009" , tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,UniClass Enterprise,Unidata,Universal Housing,Universe,Unrest,Van Stock,Voice and data,Wales,Welsh,Windows Server,Workflow and tasking,Xmbrace,XML

Get The Message ...

"I always thought of you as my brick wall, built like an angel, six feet tall..."

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 read with interest this week a couple of blogposts about social housing and where it sits within the public conscientiousness: http://jamesatbromford.wordpress.com/2013/02/12/keith-lemon-on-social-housing-whats-the-message/ and http://paulbromford.wordpress.com/2013/02/12/does-social-housing-need-to-find-a-richard-branson/

There are some great points made in both of those and no surprise they both originate from one of the UK’s most progressive landlords. Bromford in the English Midlands try hard to persuade staff to think outside the box to create great housing for their residents and spread the gospel of creating better customer service around the sector at large.

I am a great fan of BHG and have seen how they work first hand. However, they are just one housing group in a sector that does not appear to get its act totally together, in respect of explaining to the wider public ‘What we do” and “What we are for”. Most of the public have not been updated in what’s changed in the sector over the last 15 years.

There is still much ignorance for the wider public in terms of what the difference is between ‘Social Housing’, Private landlords and that old phrase “Council Housing”, which these days is pretty meaningless, as most housing actually left LA control decades ago. Try asking your non-housing mates when you are out socially and the general ignorance is clear. Most would be well into minus figures on Qi wouldn’t they!

In the current climate Jobs, Health and Housing should be the three main themes that affect the general public we see on the news and in general media. In the housing area we hear more of house prices and mortgage availability than the direct issues that affect social housing. That includes the success stories as well as the more obvious challenges like the bedroom tax and Universal Credit changes. Not enough success stories get out there on the mainstream news, Twitter and elsewhere.

The truth is that the responsibility lies with every RSL out there to always be finding opportunities to bang the drum for social housing and particularly where it is joined up with a number of peripheral charities and commercial organisations. Housing needs to be intrinsically plumbed in with health and jobs and the organisations involved with delivering those aims. The CIH should be more prominent in this area, consistently banging the drum even more intently for the sector. I would like to hear Grainia Long on the R4 Today program every single week and her face as familiar as Mark Prisk (who again is not that prominent either).   Grainia would be one of my nominations for our (non-bearded) Richard Branson plus a cabal of other housing heavyweights.

Cuddling up to government is no bad thing if there is the opportunity for policy to be given a reality check before it is released. We need a few more Paul Tennant’s with vision to promote social housing in parliamentary circles and have it considered as part of wider social policies to help job seekers, improve health and our neighbourhoods over all. This job won’t do itself, come on housing brothers and sisters lefts take the message to the people and our leaders, whatever leaning they may be. If we don’t, social housing probably deserves to be regarded as an afterthought.

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 greening our housing

http://tonysmiththathousingitguy.blogspot.com/2013/12/jack-in-green.html

Electronic - Get The Message.


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

PS 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,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking,Castle,CBL,Cedar Open Accounts,Change,Cheaper Housing IT,Chics,
CHR,Citrix,Civica,Clearview,CMS ,Asprey e-state pro, ECMK , Innovation Group Apex, Mr Void , MrVoid, In4Systems Promaster, CCS IT Keystone CCSIT, Northgate Codeman, PIMMS Data Systems, datasystems , Template,COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context, MD , Director , Housing software, UK, United Kingdom,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Deeplake,Development Systems,Document Management,Documotive,ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,Finance,Financial Systems,Getting best from,Grasp,Grip,hardware,HG,Housemark survey,Housing Blueprint,Housing Group,Impact Response,implementations,In House,In4,Infoflow,Information Technology,Informix,inHouse,in-house workforce, HousingIT, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld,Keylogic,Keystone,Kirona,Kypera,management reporting,Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Neighbourhoods and Communities,Miracle Software, HouSys, Northgate,Notice,NROSH,OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,Plus,PM,Progress,Promaster,Proval,Pyramid, QL,QLX,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC, NINTEX , NINTEX workflow , Rocket,RPs,RSL,Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Universalcredit, universal credit, universal credits, Servitor,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, Factorwise, Blockwise, Block wise, Task,Terminal Services,Three Star,Today,Total repairs,Tribal,Twitter,U2, 07854-655009 , 07854655009 , 07854 655009 , "07854 655009" , tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,UniClass Enterprise,Unidata,Universal Housing,Universe,Unrest,Van Stock,Voice and data,Wales,Welsh,Windows Server,Workflow and tasking,Xmbrace,XML

Social Fools

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/

Many people who visit this blog tweet I know, many follow my ramblings on Twitter. Most people who have left a job or are looking to leave a job are on LinkedIn (if I receive a request to link I always wonder how close they might be to leaving...). Most of us have been pushed into Facebook by one route or other too. Quite often because friends or family members are on it and choose it instead of email.

It’s fair to ask yourself what SM (social media) is really for? Well, the graphic below just about sums it up:

How that relates to housing is a very diverse subject. We can look at it by following the way some organisations have used social media to relate and communicate to residents and share knowledge in what is one of the most challenging times we have been in for many decades.

Utilisation of any type of social media takes resources (people time) and some analysis of what is going to be achieved and how that might be measured. These days it seems that every HA or RSL seems to have a twitter account. Many are doing fantastic work by interacting with residents and customers, spreading useful information about the blizzard of changes coming down the line. Too often twitter can be left to IT or a young intern to manage (with disastrous results as HMV found when it crashed in Jan 2013 http://www.theregister.co.uk/2013/02/01/hmv_twitter_hijack/  ).

It is important to look at each follower you have and follow back if appropriate. Remember this is a network and if you only have 12 followers you are only at best going to reach 12 people or organisations with your messages. Real followers rather than who you follow can be more important. I have had this same issue with the community library in Grappenhall, Warrington, that I have been involved in as a director & board member.  (watch the video of what we have achieved at http://libraries.communityknowledgehub.org.uk/resource/grappenhall-community-library). On twitter, people will follow you if you add value and inform people about what is important to them.

In relation to my community library its similar issues to a housing organisation based in a tight geographical area. It is useful to find out who tweets locally. A great way of seeing this was through NearbyTweets and re-tweeting local info as well as following locals. Eventually, they will follow you. In the case of the library, teenagers now will eventually become parents that will use our facility, so the strategy slowly brings people to us. If you make it worthwhile, people will follow. Just tweeting ‘Hello morning everyone’ at 9.05 and ‘See you all tomorrow’ at 5.09 should be banned! Look for what is happening locally, road works, new properties you may be building, local news, tweet and re-tweet to increase your profile. So in essence, Twitter can be used to reach your customers, residents and catchment area. Remember though that Twitter only reaches a limited segment of your target audience. In the instance of the library, that is only possibly 20%. Be realistic about your penetration.

Other worthwhile tweet related software include Tweetdeck (great for timed tweets), Hootsuite, friend Or Follow and Contaxio.

The other big part about social media is to use it to network with your peers. LinkedIn and its groups offer an ideal method of doing this and making useful links in the process. This can done publically in groups or privately. While from the outside social media looks like a great means of telling people what kind of Krispy-creme doughnut you may be enjoying just now, the real value is in using it to ask questions. The search facility of Twitter can actually be more useful than Google. (Yes really). Try a search on something current like the ‘bedroom tax’ on Google and Twitter. Top hits on Google reveal news from channel 4, ITV, The Guardian and comments from the NHF.  On Twitter, a search reveals a bedroom tax petition, various blogs about it, a number of RSLs who are engaging residents about it and some with videos and other materials to tackle it. In the latter case a quick direct message (DM) can connect you straight to the people who put it together.

A few forward thinking organisations, such as Bromford Group encourage staff to break boundaries and use services such as Twitter just for that. Always be wary of where the twitter account might go in the future. Does the account belong to you or your employer? The name of the account might give you a clue. Also, the declaration that ‘Tweets are all my own (not my employers)’ may be needed to untangle personal from corporate. Often organisations do not actually understand what social media is for. This means that people can often easily fall foul of it, quite innocently.

LinkedIn groups can also be brilliant in connecting people and sharing knowledge. Join groups related to your area of interest. You are free to watch from afar or to engage as you feel. Either way it allows the potential to take advantage of others experience and share yours with others. Organisations need to understand that or ban employees from interacting in groups. It is doubtful however if organisations can ban employees from engaging in LinkedIn however. I am convinced that the benefits of it outweigh the downsides. Links within your area of expertise are of great benefit and also the means of spotting that new expert in housing just came from a sector nothing to do with it.

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, predicting the future:

http://tonysmiththathousingitguy.blogspot.com/2013/06/beautiful-future.html

Devo - Social Fools.


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

PS 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,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking,Castle,CBL,Cedar Open Accounts,Change,Cheaper Housing IT,Chics,
CHR,Citrix,Civica,Clearview,CMS ,Asprey e-state pro, ECMK , Innovation Group Apex, Mr Void , MrVoid, In4Systems Promaster, CCS IT Keystone CCSIT, Northgate Codeman, PIMMS Data Systems, datasystems , Template,COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context, MD , Director , Housing software, UK, United Kingdom,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Deeplake,Development Systems,Document Management,Documotive,ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,Finance,Financial Systems,Getting best from,Grasp,Grip,hardware,HG,Housemark survey,Housing Blueprint,Housing Group,Impact Response,implementations,In House,In4,Infoflow,Information Technology,Informix,inHouse,in-house workforce, HousingIT, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld,Keylogic,Keystone,Kirona,Kypera,management reporting,Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Neighbourhoods and Communities,Miracle Software, HouSys, Northgate,Notice,NROSH,OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,Plus,PM,Progress,Promaster,Proval,Pyramid, QL,QLX,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC, NINTEX , NINTEX workflow , Rocket,RPs,RSL,Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Universalcredit, universal credit, universal credits, Servitor,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, Factorwise, Blockwise, Block wise, Task,Terminal Services,Three Star,Today,Total repairs,Tribal,Twitter,U2, 07854-655009 , 07854655009 , 07854 655009 , "07854 655009" , tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,UniClass Enterprise,Unidata,Universal Housing,Universe,Unrest,Van Stock,Voice and data,Wales,Welsh,Windows Server,Workflow and tasking,Xmbrace,XML

Step inside (and survey) this house

If you do the Twitter thing, follow me at @hotpixUK

One comes along about every five years and most try to tackle 20% annually internally to keep on top of it. Yes, most IT teams have grappled with one. Yes, the ‘External Asset Survey’. Easily £65K or more of investment in even quite small RSL’s.


Many, although well tendered in my experience are time and effort wasted. Probably 40% of asset surveys I have seen, produced data in an electronic format that was incompatible with any systems already in place. On occasion, the tender just asked for ‘data in electronic format’. A PDF satisfies that one. Although a PDF is not too structured ready for import. So how can we improve this situation if your organisation has an asset survey in the business plan?


Good communication is a great start, between the ICT team, Assets Team (and your procurement people, if a formal process is to be used). Very often a survey is initiated, data received and then delivered to the ICT team to process. On many occasions, content of the survey will be driven by selected external surveyors rather than your Assets Team. This also creates an issue where collected data will bear little resemblance to what is perhaps configured to be stored in your HMS, Keystone, Promaster, Codemaster system etc.


To break that cycle, the process should be placed on its head.


If your asset management module is not particularly working well, address some of those key issues first. Integration can and is an issue with many modules out there. It can be difficult sometimes to even agree a property figure between the HMS and a third party asset/planned maintenance system. Have you got a situation like that? Some do perform better than others and some can be better ‘plumbed’ together than others. I have seen some brilliant integration as well as some disgraceful cases. As a first move, ensure your asset list, to supply to your external surveyors can be reconciled between the two systems. That will save annoying leaseholders, anyone called ‘Mr Void’ or previously deceased contacts by letter.


The next step is to look carefully at your structure. Can you identify what flats sit within discrete blocks? If this is available and accurate it will assist in collection of appropriate linked data. More crucial is what I would call the ‘attribute structure’, information on what components are or could be fitted, what quantities are present, remaining lives, condition and costs. Work out what unique identifier will be the ID or UPRN for each asset (where asset can be rentable or not), and what system it will come from.


In a simplistic way I like to see as few attributes as possible. I find its good for my Ying and Yang, small can be beautiful if carefully formed. I believe every single one needs to pay its way. We should know why we collect each piece of data and what return, report or process it supports. For example, a gas service attribute supports the annual cyclical ‘Gas safe’ certification. Failure of that one to be set up or recorded properly would have critical consequences for your chief exec. Kitchen data will support planned programmes, Decent Homes or Scottish Housing Quality Standard reporting. For a lot of other attributes it’s a big greyer. Where storing data is not justified or you cannot tell what useful information it can be turned into, its best let go. Although it does not appear like it does, every bit of data stored and kept up to date has an associated cost. So trim some of the fat.


The asset team should then design the survey based on your attribute structure in the system. Once the attribute structure supports it we effectively have a place for any piece of data that might be collected for a particular asset. So far so good. Now a map of all fields, data types, codes etc should be generated for the external surveyor to set up their survey around. Most survey companies these days use hand-helds and for each question, say for types, will show dropdowns just with your codes and descriptions in them. Therefore our incoming data will be of the right type of content for our imports.


The next step is to coach your surveyors in what syntax for the incoming data might be. By syntax I mean format, i.e. CSV fixed length, whatever your applications will support. This step can actually work well if carried out really early in the tender process, in order to press this point home.
Chances are that a format per attribute might be needed, with a row per asset or UPRN. Those systems that force lots of redundant columns to be present in the import, if you have got one of those, will be guaranteed to annoy your surveyors. Just ride that one out. There’s nothing more galling than surveying for Welsh Decent Homes and each import has several dozen empty columns for English and Scots versions. Developers can be so lazy sometimes can’t they?


OK the ground work has been done, have a sample of assets (minimum 20) surveyed and test the resultant data will correctly go through the import into your system. If that user acceptance test works, check that your reports reflect the same suggestions (as to replacement costs or ability to pass Decent Homes etc) as your surveyors. Any difficulties here should ring alarm bells.


If you have got to this point, you will be ‘cooking with foil’ as they say. You will have joined that 60% of RSL’s that are on track to get the most from the investment in a robust asset survey. Shame it’s not like the old days when you did a LSVT, Saville’s did a gold plated survey/valuation and you got a free copy of PIMSS.

This has been a proper high speed Pendolino whistle stop tour through this mine field of a subject. If you or your organisation are planning a major asset survey soon or wrestling with an unruly third party assets module, feel free to get in touch. I will do my best to help!

Read on to: Whats your favourite Promaster or Keystone ?

Step Inside This House.


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

PS 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,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking,Castle,CBL,Cedar Open Accounts,Change,Cheaper Housing IT,Chics,
CHR,Citrix,Civica,Clearview,CMS ,Asprey e-state pro, ECMK , Innovation Group Apex, Mr Void , MrVoid, In4Systems Promaster, CCS IT Keystone CCSIT, Northgate Codeman, PIMMS Data Systems, datasystems , Template,COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context, MD , Director , Housing software, UK, United Kingdom,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Deeplake,Development Systems,Document Management,Documotive,ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,Finance,Financial Systems,Getting best from,Grasp,Grip,hardware,HG,Housemark survey,Housing Blueprint,Housing Group,Impact Response,implementations,In House,In4,Infoflow,Information Technology,Informix,inHouse,in-house workforce, HousingIT, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld,Keylogic,Keystone,Kirona,Kypera,management reporting,Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Neighbourhoods and Communities,Miracle Software, HouSys, Northgate,Notice,NROSH,OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,Plus,PM,Progress,Promaster,Proval,Pyramid, QL,QLX,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC, NINTEX , NINTEX workflow , Rocket,RPs,RSL,Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Universalcredit, universal credit, universal credits, Servitor,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, Factorwise, Blockwise, Block wise, Task,Terminal Services,Three Star,Today,Total repairs,Tribal,Twitter,U2, 07854-655009 , 07854655009 , 07854 655009 , "07854 655009" , tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,UniClass Enterprise,Unidata,Universal Housing,Universe,Unrest,Van Stock,Voice and data,Wales,Welsh,Windows Server,Workflow and tasking,Xmbrace,XML