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, 19 August 2022

The Golden Void

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

I was chatting with a client last week about an article in Housing Technology magazine, about how socialhousing providers feel about their data, based on a recent survey. It certainly resonated with the two of us, as we both felt the ultimate importance of data quality, but lamented how much priority is actually applied to that.

Regular visitors to this blog will be familiar with many posts around data, keeping it clean, reconciling it, reporting and visualising it properly, then acting on it.

So many of us talk a good ‘Golden Thread’ or a ‘Golden Asset Record’, which often falls down when significant resourcing is required. The question, “Who will be acting on these insights then”, often pops up, with the (incorrect) assumption that ICT will be fixing it. As we know, ICT are the mechanics, not the drivers of our teams and processes.

It can be very controversial when data errors are sent back to the originators. I have had push back from teams where they have been used to things being fixed for so long downstream, they no longer feel its their job. Of course its their job and supervisors/managers should always be doubling down on it. Correcting data errors/inconsistencies early, saves 5-10 times the effort and cost later.

Its often historic as I think was touched on in the article. Previous processes and staff often set up data formats and processing, which make little sense in the current context. The things cause duplication, often in spreadsheets or distorted data. I do sympathise with staff/teams reaching for Excel and they love it don’t they? Although many I see, can be well out of their depth with a VLOOKUP or Pivot Table. Not exotic concepts, but essential for any minor data analysis.

The biggest misnomer is of course that Excel is a database, or a database solution, which it clearly isn’t. Proper industry strength solutions are the real go-to’s as (proper) database or data discovery /analysis tool. Unstructured documents and file storage objects with content/property info, are clearly another problem needing bringing together. How much of this information is useful, referenced your data subjects legally or not under GDPR?

With all this stuff going on, its not surprising that in terms of most organisations, (not just Social Housing OBVs), rather than achieving a ‘Golden Data Thread’, its more of a ‘Social Housing data Golden Void’. Now that ‘V’ word I know does irritate many people, including several local councillors as well as a good colleague of mine. Barry you know who you are mate! So apologies there, but I think regular readers of this blog will be able to identify with the reference.

The Golden (data) Void represents our 40%+ gap, from the article, in getting on top of our data, which would reassure us that we had ‘a single trusted source for important data’. Just because its hard, shouldn’t mean we keep brushing the problem under the organisation carpet. Certainly if you are changing key systems of record, procuring, you should be tackling the issue now. In fact I would say if you are looking to take a non-productised path, perhaps with Microsoft D365/Salesforce as a blank sheet etc, its even more crucial.

Is your organisation ignoring the issues or grabbing it and running with it?

If we at Acutance Consulting can help your organisation with procurement, data review or HMS transformation, please just get in touch, for a chat over a brew.

I will bring plenty of Hobnobs ☕😉

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.

Hawkwind – The Golden Void.
(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,Affinity,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 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Tuesday, 19 July 2022

Warm Leatherette

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

If you are of a certain age you will remember the purpose of ‘a choke’, in our old 1970’s and early 80’s petrol cars. It was to increase the flow of fuel to a cold engine, to help start the engine more smoothly. Perhaps where the phrase ‘pump-priming’ may have originated. Most of us understand that that’s all about. Both are about efficiently warming up either an engine or an investment.

Partnering with a consultant, Critical Friend or supplier to expedite a project is a little like kick starting a vehicle and the process of getting to know what’s out there is the same process.

I was reminded of ‘warming up’ this last week when I was emailed out of the blue to ask if I would be responding to a portal opportunity, to help with a procurement. On one level I was surprised, on another, less so. I have never had a conversation with this organisation, done any work with them or know anyone there. With no warming up being previously done, it puts everyone at a disadvantage.

This is why I usually advocate getting to know the marketplace first, before even embarking on engaging or procuring anyone. This ensures you learn the art of the possible as well as potential budget needed. I try my best to persuade clients to know the market first, even if they have some knowledge from a few years back. Relying on old data can lead to surprises, particularly where effectively comparisons of new Cloud/browser systems, may being made with older cheaper client-server solutions, (which might by now be on their last legs, effectively declared end of life).

Note that getting familiar with suppliers and the market is encouraged in public procurement. This is to help Social Housing, Councils and others obtain best value. Once an ITT is issued however, all communication must be formal & fair to all bidders. With a lack of 'warming up', your favourite supplier might not even express interest. A single leftfield supplier might engage landing you with a broken budget. One Scottish council went out for Document Management cold and landed up with a single supplier bidding and a £5m price tag. Exceeding budget by 235%.

The Pre-Market/warming up process can also shape the build of ITT requirements, OJEU (or post-Brexit compliant) procurement, with current/future art of the possible for transformation. Also, where mandatory requirements may be specified, additional knowledge of what’s actually possible, may prevent suppliers qualifying an opportunity out, due to not being able to meet a stated red-line. Over the years, I have also seen different suppliers qualify an opportunity out, as they had no real prior knowledge of the client. Some ‘warming up’ mostly can prevent this objection, as the impression can be that other suppliers are already closer to the client & opportunity already.

Occasionally too, suppliers can feel occasionally that they are persuaded to engage in a procurement, ‘just to make up the numbers’. I have seen this when I used to work ‘on the dark side’. Personally, I never liked that situation as so much time and effort can be wasted, when there is scant prospect of progressing.

So, in summary, don’t hesitate to ‘pull out the choke’, and embrace some ‘warming up’. It might make a real difference to your modern Cloud orientated HMS or Dynamics CRM Digital platform procurement, if you are looking to work with me, or one of the system suppliers or resellers.

If we at Acutance Consulting can help your organisation with pre-market exploration, procurement or HMS transformation, please just get in touch, for a chat over a brew.

I will bring plenty of Ginger Nuts ☕😉

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

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Warm Leatherette - Trent Reznor, Jeordie White, Peter Murphy.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

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

Thursday, 16 June 2022

In Disrepair

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

We all remember the PPI miss-selling scandal. The seemingly often daily calls, “You can cash in big – press 'One' now to start your claim…”.

It was irritating and good to see over eighteen months ago for it to finally end and we could return to mobile phone, 'have you had an accident that wasn't your fault' and parcel scams. PPI claims were mostly driven by ‘boiler room operations’ that relied on just a few folk taking up their chances, while irritating everyone else. There is good and bad news to the end of PPI and that the callers are still gainfully employed, except now many of them have moved into Social Housing Disrepair Claims instead.

While as regularly revealed by the excellent Kwajo Tweneboa, there are some terrible repair horror stories out there, not all are down to lack of effort on some landlords.

Unfortunately, this is looking more and more like a happy hunting ground and there is plenty of scope for cashing in and potential big costs for landlords. Of course there would be less profit in this, if repairs were managed better, particularly using many of the technology & ICT means available, I often write about in this blog.

I am talking about well managed internal contractor/DLO teams, better diagnosis and scripting of repairs up front, better (automated & personal) communication, convenient repairs scheduling, mobile control of repairs and satisfaction follow-ups to catch snagging. Nothing here I would regard blue-sky, but how many council housing and socialhousing teams are properly taking advantage of all of this? If they are, how are they managing with self-service good enough to allow residents to be aware of when repair visits are due and help to manage amendments & cancellations?

Getting this right with integrated system solutions would probably eradicate 65% of issues. The remainder is perhaps down to maintaining a high quality of contractor trade work, so ITV TV don’t send a film crew down to one of more of your schemes to see the state of damp or dangerous properties. I would certainly read about less problems direct on my Twitter feed from residents across the UK and wouldn’t be sharing as much practical advice either.

However, whether a repair has been ignored for too long, bodged or just had six or more multiple visits that neither has actually closed it out, are all ripe for the ‘Disrepair Claims Ambulance Chasers’. Sadly so are repairs that perhaps have been closed out well, however with variable communication throughout. All can be caught up in the mix as the boiler rooms target lots of socialhousing residents and more & more turn into complaints and disrepair claims.

If you are not on top of it, others will be...

Over the last two years I have encountered more and more system requirements in procurements around disrepair claims. These involve accounting for an insurance amount for repairs, better case management and CRM tracking progressing to court cases.

In addition, one area often glossed over, the recovery of data (often in other systems) to formulate and manage an evidential timeline for the particular repair being challenged. In a recent project I am involved with, we are carefully examining where granular trade repairs visit data can be added to more ‘header’ type information, to support Disrepair Claims, going forward in a new better integrated data solution. Some legal & GDPR guidance is being fed into how data can be best retained and managed.

Social landlords failing to be able to evidence issues (or non-issues), can expect to be taken to the cleaners by the ambulance chases and in some cases, residents with better data on the repairs issues than them. Also, lets not lose sight of all this data being a means of reducing future issues and driving improvement/transformation. Getting the job done right first time, is good for resident and landlord. Its also more cost effective, something essential and more crucial as inflation starts to nudge up to 1970’s levels, which will almost certainly cause future tightening of repair budgets.

Ignore the Disrepair Ambulance Chasers at your peril.

If we at Acutance Consulting can help your organisation with DLO/repairs, scripting or wider HMS transformation, please just get in touch, for a chat over a brew.

I will bring the Chocolate Hobnobs ☕😉

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

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Dan Auerbach - Heartbroken, In Disrepair.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

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

Saturday, 4 June 2022

Smooth

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

As I have written a few times on this blog, consistency is pretty much synonymous with quality, as regards customer/tenant interactions. Also as reported quite intensively recently and called out by the regulator, lack of consistent response to repair interactions is a particular challenge. From my experience on social media where I have a few hundred followers who are residents/tenants, the challenge goes way beyond just repairs. Solutions also need to deal with reception of interactions in self-service, as well as via a back office CRM solution used by an agent.

The best route to securing consistency is a good scripting solution, powerful enough to cover all bases (not just response repairs) and very customisable to everyone’s local quirks and specialties. I think the most frequent scripting solution used within Social Housing and councils, has been Keyfax supporting repairs and all other enquiries. A decade ago while on the HMS supplier dark side, I completed many happy successful projects with Omfax and Peter Graddon historically.

The Keyfax scripting environment

These days, for more than a few clients I work with, the traditional HMS is in the bad books and more exploration of Microsoft Dynamics 365 (or other CRM’s, such as SalesForce or Netcall) can be the order of the day with the likes of resellers such as Crimson & Esuasive. While its possible to build elementary scripting into D365, for sure it can be clunky and very time consuming.

The D365 KeyNamics App

Its not surprising that a lot of organisations that previously had good experiences of Keyfax are now using a new proven Cloud version specifically engineered to plug quickly and directly into D365, ‘KeyNamics’. It handles both back office and web self-service facing provision and I had a good rake over it a few weeks ago. I have a particular interest as with many of my procurement projects, I am often retained to be involved as Critical Friend during implementation too.

Self-Service mobile view of KeyNamics - https://www.omfax.co.uk/

One big bonus I see in KeyNamics, is that in addition to being very scalable taking advantage of native Cloud features, it comes with proven pre-baked in connectors/APIs to make the implementation integration process smoother.

It has been implemented in just a few weeks and put fully live in under a couple of months.

I have seen a number of badly supported add-ins to D365. KeyNamics is backed up by dedicated helpdesk support, which has certainly made a big difference, for the Dynamics community to integrate/implement themselves, or alternatively for software solution suppliers/resellers to simply and quickly plug it in. Detailed documentation (from http://help.keyfax.biz) is freely available.

Other diagnosis tool solutions are available for sure, but not with the ease of script build that Omfax provides in KeyNamics. In alternative solutions, an out of the box template can be the only starting point, or the need for excessive hand-crafting by originating supplier, which can be expensive. I have seen many Keyfax sites where end-users manage all their scripting themselves, with no dramas. Good to see this has been carried through into KeyNamics.

KeyNamics setup in D365

While I like what I see, how do Social Housing landlords, juggling multiple primary solutions, such as Pobl in South Wales, (or others), find the experience?

Following a series of mergers, Pobl Group were using two different Housing Management systems alongside KeyFax. To both solidify a unified way of working, and improve on previous systems, Pobl chose to use Dynamics CRM as a single central Housing Management System. As part of this we chose to use the KeyNamics Dynamics Integration.

The Pobl Project Manager told me it was a pleasure to work with the Omfax team. "From a project and implementation perspective, it went very smoothly, and we didn't have any major issues. There was plenty of support from their side, which was instrumental to the success of the implementation".

And at Platform Housing, Sarah Clarke Transformation Lead was very complementary :

“Our work with Omfax has delivered real benefits for our colleagues and customers. By using Keyfax we have achieved consistency and efficiency in our contact management. Omfax have understood and supported our ambitions throughout our Dynamics 365 implementation, and we look forward to working with them in the future.”

If your transformation strategy is taking you down the Cloud-First route, or it might be on your radar in the next eighteen months, catch the Omfax team exhibiting later this month at #Housing2022 in Manchester, 28-30th June. I’m sure they will be happy to chat about your Dynamics scripting requirements, on stand TE34. When I chatted to the Omfax chaps last week, they still had a few exhibition passes left, if anyone is interested in booking a slot with them – get in touch at https://www.omfax.co.uk/contact-us/

I will be at the event too, I hope to see many of my regular blogcats & post readers there!

If we at Acutance Consulting can help your organisation with CRM, Digital Platforms, scripting or wider HMS transformation, please just get in touch, for a chat over a brew.

I will bring the Jaffa Cakes ☕😉

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

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Santana – Smooth.
(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,Affinity,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, Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark 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Void,MriEngage,MrVoid,MoreIQ 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, 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 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Tuesday, 24 May 2022

Alternative Ulster

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

I have recently come to the end of a few procurements I have been assisting clients with, for full Housing Management Systems and Digital Platforms. The final stage is ‘Contract Finalisation’, where the software/system solution purchase is recorded legally.

A bit like a mortgage agreement or contract of employment. Perhaps of all these, only a mortgage is so set in stone, others have the possibility of clauses being dropped, modified, strengthened/watered down etc, based on mutual agreement.

Where a CCS/DAS Government framework is being used, like RM3821, a standard contract is supplied and generally the basis of what can be agreed. Framework contracts do try to be everything to everyone however, whether procurement of 500 Capital Work kitchens or a £1.2m 5 year software contract. As a by-product of that, liabilities are often set very high, to offer very strong protection for buyers, the Contracting Body.

Outside of Frameworks, I would never advise a client of mine to just accept or start from a suppliers template contract. It will undoubtedly be very biased in favour of the software provider, often demanding lots of front loaded up front payments and limited (if any) penalties for late delivery or ‘time of the essence’ style clauses. Most projects I see later, when clients get me in to sort out implementations that have gone wayward, have few contract protections. Always engage experienced software contract solicitors to assist, it will be worth the £8-12k required.

Recently on the subject of ‘when contracts go wrong’, you probably cannot have missed the recent shenanigans in Northern Ireland, around the Northern Irish Protocol, which was agreed as a condition of the UK Brexit. This like a software contract, is legally binding. While most of us recognise we have a liar of a UK Prime Minister, who even wrote his lies on a big red bus and got away with it, the NIP is written into law in black and white. In the same way a mortgage defines how we will make payments to our lender on a periodic basis, the NIP has defined clauses.

The story fed to the people has become that the EU are ‘applying rules and clauses too rigidly’, which is unreasonable. Our UK government never thought ‘Oven Ready’ rules would be applied to the letter and hoped they could be watered down later. Great wishful thinking!

Funnily enough in contract discussions, I often see pushback on clauses, with suppliers suggesting, ‘Well that would never happen and we would never invoke that’ etc. The suggestion is that the contract could be overridden by a shake of a hand, over a few double brandies, or a nice slap up dinner. Nothing is further from the truth and always the contract clauses included are king. Never believe otherwise. If I have ever encountered that, I have always argued that we should leave it in and I am sure the goodwill will work just as well, in the opposite direction. Stick to your guns, as I promise you, contract changes after the event might well have to wait five years and be very costly later.

When clients get me in to help turnaround projects that have gone pear shaped, maybe in their 3rd or 4th year, or 200%+ over budget, my first move is to review their contract. Hopefully it’s got clauses that safeguard my client and we have adequate teeth to bite the supplier with. Of course, it’s better to get the procurement and contract right from day one. A lot of my clients do that with me and see me as a Critical Friend right through the implementation, experience on tap economically as required

It’s a shame our UK government post December 2019 had surrounded themselves with ‘yes men’, otherwise someone could have unpopularly pointed out the follow of the approach and trouble could be expected a few years further down the line.

If we at Acutance Consulting can help your organisation with procurement or projects that may have gone off track, please just get in touch, for a chat over a brew.

I will bring the chocolate gingers ☕😉

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Stiff Little fingers – SLF - Alternative Ulster.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

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