tonysmiththathousingitguy @HousingITguy

Some thoughts on IT and UK SocialHousing from a unique perspective of over 27+ years working with over 140 RSL's, Councils and social landlord groups in the UK, Ireland & Australia. (c) No reproduction without prior/express permission Available for independent housing RSL implementation, procurement of HMS, Repairs, CRM, EDM, DLO, Financial, Scheduling systems, critical friend etc. In Scotland I work with the folks at Arneil Johnston Check us out on Soundcloud /housingitguy

Friday, 27 August 2021

Reduced to Ashes

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

Its good to get exactly what you thought you were procuring. That is very attractive as you are then more likely to be paying what was originally budgeted. That’s not an unreasonable aspiration and one naturally I often find myself working to, in procurements.

I have worked both sides of the fence and I know of many instances of ‘de-scoping’, both positive and negative. In the former, the de-scope may be down to limitations on the client side. Good examples may be unforeseen events (floods, pregnancy, organisation changes like merger etc). These all happen from time to time and often a de-scope, maybe an extension of the project, may well be needed and the sensible option. Often it’s the only option.

Negative de-scoping is when the supplier is forcing a change, for all sorts of reasons. Sometimes valid, most times for some of the following reasons.

Product or module not actually available or fit for purpose. Where software is concerned, this is quite a common one. Have you been sold something that was no where being developed or started and never been finished? If it makes you feel better, this is not an exception, its almost custom and practice! If you cannot find a reference customer running what you are having proposed, its likely you may/will be the guinea pig for this new piece of blue sky development. Or development on a mythical roadmap.

This can be a big surprise if we think we have bought a low-risk solution. Risk is all about your project having the possibility to take way longer (not 12 months, but maybe 2,3,4 years), than anticipated. Also, longer projects are way more expensive and need staff seconded from their day jobs, way longer than originally planned. So they are not often desirable.

What if certain modules or elements are not ready as yet? Well question, how much is missing? If its 10-15%, maybe (if these are not priority items), is perhaps livable. More than that, you need to be evaluating what crumbs you are receiving. Here’s an example. I worked with a client promised a housing system, EDRMS, Mobile working and Self-service portal for residents. While costs were racking up, it was evident that only an aging housing system and EDRMS might be delivered. So, perhaps 40% or less. As could be guessed, the client and their board was less than pleased.

Inevitably, lack of delivery now, can only be more expensive in the future.

There is plenty that can be done early on in a procurement to mitigate this unplanned stuff. Ask the right questions, tie deliverables into payment milestones or significant contract penalties. Certainly, where you can, unsure you are using a Framework contract, or your own for maximum protection.

If in your project, the de-scoping feels like the thin end of the wedge, it’s probably time to call a halt and reassess your options. It should never get to that point, but unfortunately sales people can be over-optimistic, or be less than 100% with the truth. These projects are often recoverable, or sometimes as a Critical Friend I have helped client organisations choose a more effective pathway to a coherent project.

Don’t suffer or de-scope in silence – you and your organisation doesn’t have to!

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Catch the blog monthly archive at
https://soundcloud.com/housingitguy/

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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.

Reduced To Ashes – RTA.
(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: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Fixflow,Footprint,Forms,Freezes,Fusion,Firmstep, Gas Tag,G-Cloud,Goss Interactive,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex,Granicus,GOSS HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,IEG4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz,Liberty,LowCode, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MRI Socialhousing,MRISocialhousing, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,necsws,Notice,Netcall,Netcall Liberty,NEC Software Solutions OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plenfific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propoints,Proval,Providers,Pyramid, QL,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,Red Olive,Registered,Registered 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U2,UC,UK,UK Housing,Ukhousing,UniClass Enterprise,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visualmetrics,Voice,Voice and data,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, ...
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Monday, 16 August 2021

Together We Are Beautiful

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

As the many Social Housing providers, Councils, Contractors or Care & Support providers I work with are aware, I tend to get involved in a whole raft of projects. Sometimes I am the Critical Friend that helps procure the right new right system/application solution. Other times its where organisations have heard from peers of how I have helped recover failed projects/procurements. It’s sad to see in the latter, often a lot of time, public money and energy wasted. My view is that its all generally potentially recoverable. It would be better if it never happened in the first place, of course!

I was chatting this week with an ICT colleague at an organisation this week, who looks after aspects of another linked enterprise. We were talking about how much is often taken on trust in software procurements. They knew the strict methodology I generally use, which clearly identifies ‘what’s there and what’s not’ from tenderers. Organisations new to software procurement often don’t know the core questions to ask or can get blindsided by good sales and little much detail underneath.

Often people in the organisation looking to procure, even if within OJEU (or OJUK I guess after our Brexit), structure a procurement where much is based on ‘how the tenderer might supply x or y’, rather than what’s there right now or not. Where suppliers know they cannot actually supply a big chunk of what’s being asked for, or it might be future development, good sales folk will no doubt reach to play the ‘Partnership Card’. Nothing really as cheesy, as a supplier/tenderer telling you, “We see ourselves as a partner, not a vendor”.

“We will work with you as a ‘unique partnership’ and we will build this together, respecting each other and the buyer having a special position in creating something moulded around your needs. You will be strategic, showcase partner”. Wow that sounds good. Have you ever been offered that?

“Partnership”, is a bit overused during procurement, particularly where there are elements missing.

At one two-day demonstration, for a full new Contractor, Housing Management, Mobile, CRM & Self-service system, one system supplier (I wont be as rude as to name them or my 19k home client in Gods Own County - Yorkshire), banged on about partnership, for a full ten minutes at the intro. So far so good, we soon launched into the demo proper and there was a question about some innovation around supporting my clients Universal Credit customers. The response was swift, “That would be a change request”, from the same Sales Manager that had done the intro.

My response was very swift too, (as soon I could slip a word in edgewise), in asking “Would that be most likely free for us”?

The predictable answer back was, “If that was new functionality, it most likely would be chargeable”.

I replied, “But if we were to be working in that partnership you just outlined ten minutes ago, I would have expected something better. What you could you do for us? Could it be almost free of charge?”. He came back and said, “You must be joking”, or words to that effect. I replied, “Well you started it mate”!

Marriage is often a very common partnership and that one is made legally binding and occasionally, “Til death do us part”. If a supplier is expecting us to trust they will supply the 40%+ of the missing solution needed, “as a partnership”, then lets get it incorporated into a contract too then?

If they are wary of entering into some legal milestones, I would be very concerned and it would look very much like another supplier with a more complete solution, may well better get your project on time, with all the requisite fundamentals supplied on time. Most likely that other supplier option may well be more expensive, although carry much lower risk of non-delivery.

Also, what price expense?

For example, £80k (for example), may well sound a lot more to pay upfront, but what if it prevented 18 months of additional delay, that prevented 12 staff not being able to do their jobs efficiently for over a year? That cost may well easily exceed the £80k, plus extra admin possibly needed to fill in the gaps. You are maybe beginning to see the dangers of (non-contractual) software supplier partnerships.

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Catch the blog monthly archive at
https://soundcloud.com/housingitguy/

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Together we are beautiful- Fern Kinney.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

Access a quick list of our Social Housing ICT blog posts here

Monday, 9 August 2021

Open the Door to Self-Service

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

I get involved in a lot of Social Housing digital plans and strategies, particularly around self-service. Often I meet newbies to the process, who seem to think 90-95% take up of tenant self-service is possible, and others who basically are a little afraid to put a figure on it. ‘Just an improvement’.

Would that be enough and would it really motivate staff to ‘convert’ tenants to self-servers, if there was no target at all?

Now I think it’s very important to have great self-service tech with practical usability that means residents will choose it as a preferable channel to interact.

We choose Amazon and EasyJet because it works and it’s efficient. In other ways we have channel shifted because we were driven to by sticks, not carrots. We stopped using cheques because the banks stopped filling stations processing them, moving to cheaper credit/debit cards. We stopped walking into bank branches and using internet banking, because all the branches turned into coffee joints and wine bars.

I feel we can have better carrots in the sector, than harder sticks. My experience of suppliers in the sector, such as Hallnet with their Active Housing brand, show that done well, those carrots can be extremely tasty. I was telling someone just last week a story of a visit I made a few years back to Torus Housing Group and an experience in their foyer, in St Helens.

It was a busy morning and I joined a queue of seven residents, trying to get to reception. During the lengthy wait, the tenant in front of me started to chat with the guy in front and asked him, “what he was here for today?”. He replied he was “reporting a repair” and the other chap told him, “you don’t have to come here to do that, why not do it online?”. In the following 3 minutes, I watched him help his neighbour sign up, log his repair and then he was out the door!

So that was a story of carrots so good, residents were sharing them among themselves! How good would that be?

I recently had a chat with a contact at Active Housing, who provide the leading one-stop fully integrated self-service solution Active Portal, about how practically, Housing Providers can better introduce the self-service tech, to the benefit of their residents. They shared that comms is very important, as is involving your tenant panel and internal key stakeholders in the project, to ensure it’s easy to use and hits the spot of what residents want from self-service. At every touch point with the organisation, self-service as a time saver needs to be introduced. Where staff interact, rather than taking away a request to progress, they should be working as evangelists, to introduce residents to self-service, where they have smartphones or similar means to take advantage of it.

If you are like me, everyone or any company I ever work with, I go to their website first. Active Housing provide an easy means of picking up this traffic and are able to provide a short tailored video, for organisations to introduce the benefits of self-service to their customers. Check out this one here from one provider and their new responsive webportal MyPhoenix - https://www.youtube.com/watch?v=7i1n8U8eyQ8

Another really effective technique recommended by Active Housing, is to encourage clients to adopt an inbound call campaign. This is when a tenant calls (about anything at all) and the call handler signs them up for an account over the phone. ActiveHousing’s portal admin section has full support for this and the user still sets all their own login credentials to ensure security. It sounds old fashioned, but given they have to take the call anyway and organisations often have data issues which can prevent registration (eg incorrect Date of Birth’s), it's a proven but simple technique.

Thinking back to my Torus experience, an important takeaway to share is that a degree of internal staff attitude and culture shift will be necessary. Reassure your Customer Services team that smaller might be better. Done well, this will cement behaviours for staff and reveal the benefits for a greater number of residents

Checkout the best in self-service, with integration to multiple systems on the Hallnet Active Housing website here: https://www.activehousing.co.uk/

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Catch the blog monthly archive at
https://soundcloud.com/housingitguy/

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Blues Cousins - Open the door.
(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: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Fixflow,Footprint,Forms,Freezes,Fusion,Firmstep, Gas Tag,G-Cloud,Goss Interactive,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex,Granicus,GOSS HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,IEG4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab,Illumar, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz,Liberty,LowCode, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MRI Socialhousing,MRISocialhousing, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice,Netcall,Netcall Liberty,NEC Software Solutions OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plenfific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propoints,Proval,Providers,Pyramid, QL,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rocket, Salesforce,Salesforce.Org,SAP,SASSHA,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions,Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys,Streetwise, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,TAIM,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass Enterprise,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visualmetrics,Voice,Voice and data,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, ...
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Sunday, 4 July 2021

How Do Ya Fix a Broken Part

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

There’s more than one way for customer services to take a repair request call, from a resident. I have guess I have seen most of them and recommended a few on occasion, to my CRM or DLO internal repairs system clients.

One aspect that often divides opinion, is do we need a generalist approach or a dedicated repairs reception. The latter works great where we have experienced repairs people, occasionally some of them have at some time, ‘been on the tools’. Think B&Q. Find a 55+ year old in aisle 16 and you will (potentially) walk away with the replacement security bolt (and fittings) of a lifetime. I think I did once!

The point is that we need to capture good quality data, ask the right questions and be consistent.

For the former, the logical historic go-to, was a graphical repairs diagnostic tool. You know the ones. Repairfinder, Keyfax, Locator, ActiveHousing, FixFlow etc. The last few of these are now pitched via browser & cloud these days, adding extra flexibility. The last in the list (FixFlow) was snapped up by European and UK Social Housing solution specialist ‘Aareon AG’ last month. "Fixflo customers will benefit from a significant increase in Fixflo’s research and development budget as its solutions form part of the roadmap for the wider Aareon group".

This is Aareon's second SaaS solution acquisition, just 6 months after private property manager Arthur Online. Is the new way to grow a successful housing software group, to buy in all the SaaS solutions, pre-built, rather than a software giant convert or build them themselves? [Discuss].

Its an interesting acquisition, however not an unexpected one, as Aareon QLF/QLX is migrating to Cloud and browser. A SaaS based graphical repairs diagnosis tool makes sense, however if you were a customer already with one of the other tools, does that mean a potential costly re-purchase or options for squeezing more life out of the existing kit could be available? Interesting times ahead maybe for those RSLs and Councils. ‘Everything in the Cloud’ is very seductive.

I would be surprised if some of the initiators of these Cloud based additions, don't in the long term yield senior staff for the acquiring companies, as they attempt to progress from Client-Server to all in the Cloud/available anywhere. Keep an eye on Rajeev Nayyar, he might well pop up in Aareon's senior management at some point, if he gets on well with the Germans (or partial VC owners).

In a wider sense though, web-based and SaaS repairs diagnosis tools make sense. These could be priced based volume, i.e. on each diagnosis – pay as you go. Perhaps fairer for smaller RSLs and charities, as not big ticket initial capital outlay. Similar to the way some repair scheduling solutions can sometimes be charged for self-service.

Another big bonus of web/Cloud based repair diagnosis tools is they can be used in multiple settings. EG For customer services receiving repair requests, self-service in the resident portal, plus availability for use by repair operatives, creating follow-on/follow-up jobs. The mysterious ‘Doorstep Appointment’, that I have seen on supplier roadmaps for many years and occasionally in the wild.

A single tool that can be used, if desired, for up to three different settings, would be really useful. It would be great to see if that option emerges, from this Aareon acquisition, or from other players.

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Catch the blog monthly archive at
https://soundcloud.com/housingitguy/

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Iggy Pop - How Do Ya Fix a Broken Part.
(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: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Fixflow,Footprint,Forms,Freezes,Fusion,Firmstep, Gas Tag,G-Cloud,Goss Interactive,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex,Granicus,GOSS HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,IEG4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz,Liberty,LowCode, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MRI Socialhousing,MRISocialhousing, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice,Netcall,Netcall Liberty,NEC Software Solutions OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plenfific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propoints,Proval,Providers,Pyramid, QL,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rocket, Salesforce,Salesforce.Org,SAP,SASSHA,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions,Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys,Streetwise, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,TAIM,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass Enterprise,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visualmetrics,Voice,Voice and data,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, ...
. . . . . . . . . . . .

Tuesday, 29 June 2021

Helpline Operator

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

I occasionally still do some band and gig photography, although I used at one time do way more.

Often, I would meet bands when taking photos at a local venue and could be invited to city venues to take gig shots. Sometimes this just meant your name was left ‘behind the door’, other times if you were ‘on the list’, that was your ticket in. Sometimes that included a visit to a dressing room and a share of the ‘rider’. Maybe bottles of Grolsch, fried chicken, samosa’s or other more chemical treats, as requested.

Key to all was that if you weren’t ‘on the list’, you weren’t coming in.

Moco - Palace Levenshulme 2009

Getting on the list was often trickier than it needed to be. Often members of the band would genuinely promise to sort it, although musos are not always the most organised. Sometimes their manager, agent or designated roadie would sort it, as they generally were ‘on the list’ too. Only when you were through the door were you home and dry.

I see a very often parallel to the ‘list on the door’, in my working life. It’s called the help desk call log and your software supplier is the doorman in this instance. There are a disproportionate amount of ill-feeling towards help desks from customers, it got to be said. Adjectives such as ‘slow’, ‘unresponsive’ and nouns like ‘black hole’, are not uncommon to my ears.

So, are supplier helpdesks rubbish? Well some can be, but not always, some go bad, some improve, and others never even see your issues. That’s because a lot of issues never reach a helpdesk. Often someone (maybe from IT) says, “I will log that for you” (and forgets/never gets around to it). In other instances, someone at your software supplier is told about an issue and an assumption is made that a call will be logged (rarely happens). Thirdly, your local busy ICT folks, triage a problem or issue and it never hits your supplier helpdesk. This might be correct, but rarely does the right communication occur to help the end user. Like the gig door list, if your issue has not got a call log number, its generally a non-issue. Its just living rent free in your users’ heads.

Goodness knows enough ICT staff these days have an ITIL course on their CV, but how many put the salient principles into practice? If you obtain a number, you have a valid issue on your hands. No number, no issue – end of.

Its not unusual for me to hear users getting steamed up and the issues have never been assigned an issue or a call number. Once these are logged with a priority (determined by your software contract), they should be responded to in a defined time and resolved in another defined time. That clock starts counting from the date/time logged, not from when your users knew about it.

Some lucky customers have penalties and service credits in their T’s & C’s, to better enforce outcomes. However as my Scottish friends would say, “We can all be cannier, if we try”.

If the above is new to you as a manager or user, maybe you need to be starting to use it to your advantage, from here forward. It’s the start of having a healthier and more transaction based relationship with your software supplier. Understanding the helpdesk is a start. In our next post, we will explore getting the most from supplier helpdesks – so hold tight.

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Catch the blog monthly archive at
https://soundcloud.com/housingitguy/

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The The - Helpline Operator.
(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: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Footprint,Forms,Freezes,Fusion,Firmstep, Gas Tag,G-Cloud,Goss Interactive,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex,Granicus,GOSS HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,IEG4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz,Liberty,LowCode, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MRI Socialhousing,MRISocialhousing, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice,Netcall,Netcall Liberty,NEC Software Solutions OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plenfific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propoints,Proval,Providers,Pyramid, QL,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rocket, Salesforce,Salesforce.Org,SAP,SASSHA,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions,Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys,Streetwise, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,TAIM,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass Enterprise,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visualmetrics,Voice,Voice and data,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, ...
. . . . . . . . . . . .

Thursday, 17 June 2021

False Hope

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

Lately, I have spent a lot of time at my local Bike Shop (LBS) now we are in the new normal, which does a really good job I have got to say.

I use it, as I don’t want to lose it. That's my advice for a lot of your local businesses, in the current climate. Use your LBS, real-ale pub, local shop instead of the supermarket, because you will actually really miss it, if/when its gone.

It’s got a great website showing all the great stuff they do, services they provide and of course telephone number, contact form and an email address too. No webchat, but (well) do we need it. A contact page and form, is of course a default that any web designers these days would provide. Although as my LBS demonstrates, just because there is a contact form and an email address, that does not mean that anyone will receive a timely response from that channel, or in fact there will be a response at all!

When I ask my LBS about the contact form, the guys brush that off as 'well we have been busy, so probably haven't been checking it'. Clearly it would be better to not even have a contact form or email address, as it just gives false hope that this is a way that anyone can interact with the shop. Why not just have a note on the contact page to tell customers (& prospective customers), phone us in normal working hours (Mon-Fri 09:30-17:00) perhaps. I am very forgiving of my LBS, as they are quality. I have understood phoning them is how I get the best out of them.

I see this with social housing organisations I work with too, often offering false hope via website, portals or social media accounts. One example I saw this, a landlord had a 24 hour service centre. If a tenant/leaseholder phoned in at any time, they could log a repair or initiate & sometimes complete some other enquiry. Alternatively, a form on the website looked like it was automated, but actually wasn’t and often took four days to be fully looked at. Here, it would have been better to just take that form down, just give residents the 24hour contact number.

Social Housing Social media, such as Twitter can also give false hope, if the account is not monitored, or maybe is just really an outward comms account. I encounter this a lot as I get quite a few enquiries each month from Twitter based tenants, often critical of their landlords ignoring them. Often here too, its false hope that fosters this dissatisfaction. If a social media account will not be replied to 24/7, tell everyone clearly about that and what alternative channel to use. Where landlords have contact forms etc, set some expectations how long it will take to get a response, or again alternative channels to use.

If we stop giving our customers false hope, they will be more inclined to pick the right channel for the right issue and based on their priority or degree of concern. Knowing how fast it will be reacted too and having confirmation that the request/interaction has been received can be very reassuring, via a supplied Works order, request or issue number.

Suggesting customers can follow up based on that number, can be useful too and clearly tie different parts of a related conversation together. There is nothing worse than customers repeating their full story every time, when we probably have half decent CRM, which should be capable of recording a full timeline.

Let’s see more 'true', rather than 'false' hope in our omnichannel.

Checkout my LBS here.

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Catch the blog monthly archive at
https://soundcloud.com/housingitguy/

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

Laura Marling - False Hope.
(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: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Agile,Agile365,AirWatch,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Footprint,Forms,Freezes,Fusion,Firmstep, Gas Tag,G-Cloud,Goss Interactive,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex,Granicus,GOSS HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,IEG4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz,Liberty,LowCode, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MRI Socialhousing,MRISocialhousing, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice,Netcall,Netcall Liberty,NEC Software Solutions OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plenfific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propoints,Proval,Providers,Pyramid, QL,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rocket, Salesforce,Salesforce.Org,SAP,SASSHA,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions,Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys,Streetwise, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,TAIM,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass Enterprise,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visualmetrics,Voice,Voice and data,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, ...
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