Data Hunter-Gatherer

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

I always despair when I encounter or procure reporting features and modules in Housing Management Systems. They are collectively so poor, particularly for ad-hoc reporting that end-users should be capable of managing, maybe 90% of the time.

All the mainstream housing system providers tell you they have a standard reporting set and offer report training based mostly these days on SQL Server Reporting Services. Now I know that SSRS has moved in leaps and bounds since 2004 when it first appeared. Initially it was like a Redmond chainsaw with no handle, which needed VB techies to make it sing and dance. In my humble opinion I still think you need developers (.net ones now..) to make it properly boogie. It's clearly not a great situation.

Obtaining PDFs of those mythical 'standard reports' honestly, is like tracking down rocking horse sh*t. If I were more cynical, I might conclude that there were few standard reports to render into Adobe Acrobat format for me. Lack of a credible reporting set is a major drawback to many systems.

For procurements, I Iike to have a specific session on ad-hoc reporting. Many suppliers have experienced my sealed envelope and when I pick up the phone to the 'deal-or-no-deal' banker. Without much exception, suppliers always state, "Well users wouldn't come into IT and expect you to knock up a report, crossing modules like that in 30 minutes, now would they?".  Do you think that's realistic? I don't. The real world does not neatly fit into Rent, Void, Response Repairs , Lettings, Assets modules does it? I see just that type of query, most days of the week.

If I had a free reign on procurements demos I would turn them completely on their head. Session uno, would be the reporting one. That's the payback for all user effort, and that's what the organisation turns on, how it makes decisions.

Since the dawn of time, man has relied on data. It's just only recently all in 1's and 0's. Today we are no less the data 'Hunter , Gatherers' than our distant cave dwelling ancestors. They relied on smells, prey tracks, weather and other data, they turned into a survival instinct.

To keep our organisations alive, we have that same reliance on our ICT providers to connect us with the key data that runs our business. IE Where our revenues originate, what we spend money on and what do we understand of our customers, needs & habits (i.e. customer profiling). Ask yourself, how well does your systems help you achieve these reporting aims?

So, should your supplier or you be working harder to deliver your reporting, safely gathered in? Probably depends how much annual maintenance you are paying towards reporting and the contribution the module makes to your organisation.

Related Post: Picking a name, a bigger part of a project than you might think...

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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.


Girlschool - Hunter.
(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.
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Safety in numbers

If you do the Twitter thing, follow Anthony Smith at @hotpixUK

“I spend ten days every month pulling these figures together, all I need is a really good reporting system in place, so I just need to press a button and my stats roll out!”

I remember the day someone asked me this. My reply was “If that were possible, would your housing association really need you around to press that button chum?”. I have been dining out on that anecdote for yonks, but seriously, should we not all have a button (labelled ‘Stats’) by now, that should spit out the rascals?

You would think so, although so many organisations still spend significant time and energy ‘pulling statistics together’ and getting the numbers together, each month, quarter or annually. Quite often Excel is a major part in the jigsaw in the process. To me, Excel is up there with Winzip, microwave ovens and kebabs as one of the greatest introductions of the last 20 years, but it’s got to be said that probably only 2% of ‘space cadet’ users generally tap its true power. That category often are revered and create the templates containing VLookUps (still a mystery to most, other than finance staff), that generate those periodic stats.

Everyone relies on them and they become the ‘single version of the truth’. A great phrase that should be in every tender, looking to procure reporting and business intelligence. It’s certainly in most suppliers reporting offering literature. Don’t consider anyone’s who doesn’t offer one version of the truth and why would you not?

Excel encourages and provides flexibility. In my experience, that can enable the finance department to report a 6.4% arrear against GAD (Gross Annual Debit), while the housing team reports 5.9%. Obviously, the housing team will have excluded the car-ports, repair recharges and court costs that never really are capable of being collected. The finance team will obviously report what hits their ledgers. Both will find the need to revise both figures when they find that their ‘space cadet’ users had made a slight Excel formula error. Sadly, both figures could have been wrong for the last 16 months. I have seen this happen and luckily, everyone could laugh about it afterwards.

But seriously, how do we go forward in the 21st century with ‘one version of the truth’ reporting? How do we get there?

Well, for a start integration helps. Can you relate all your information together in a single system or database? Every one of my customers know about my passion for integration. Technology should not be an obstacle if record ID’s (doh, I mean reference numbers) can be cross-referenced between systems, in different databases. So if you are of a mind to mix an Orchard Rents module with a Capita OpenHousing repairs module and a Civica Contact Manager, providing ODBC drivers are available (doh, the ‘plumbing’ I mean), there is no reason all that information should not be aggregated.

If you have that, you have the ingredients of integrated reporting.

Some HMS (Housing Management Systems) have integrated reporting modules. Not everyone buys them, you should be very careful to be sure they fit your needs before you do. Don’t assume. As they say, that makes an ‘Ass out of U and me’. ‘Caveat emptor’Let the buyer beware.

For some housing organisations, an independent reporting solution might be a better bet. I know of a few cracking ones, and they are selling lots of them, as core HMS suppliers are obviously not supplying that need.

Still, one last thought to leave you with, customisation and flexibility. This is important to every single RSL or housing group using reporting packages. In my experience, every organisation is aiming to reach the same goals, but they are coming at it from a different place. We are all unique, as are your residents and customers. Ability to take the reporting in whatever direction needed is essential. That should not exclude smaller RSL’s with no traditional IT resource, often those serving the most vulnerable in our society, often asylum seekers or recent migrants.

To work out if you have got your reporting right or wrong, check what resource is needed each month or quarter to create your statistics. Person time, how much you spend on the application software you present it in, the way you deliver it. If your costs are excessive, review what you are doing. Ask your peers for an honest opinion of what they are doing, then find a way to do it better.

Read on to : Going green in housing

The Adverts, always knew the safety in (reliable) numbers.


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

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One Chain

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

Communication, isn't that one thing that can let our housing systems and processes down? Like we expect the letters in a stick or rock to still read 'Jaywick' from one end to the other, do changes in our operational systems always seamlessly get translated to our reporting teams?

An experience I had this week made me think on this, regarding some repair information. An end user manager had noticed that her void repair spend for last month was just a fraction of what it was that month last year. maybe some great improvements had worked through the organisation, and who wouldn't want that? The reality, as is often the case was much more mundane.

Where before only a single priority for void repairs was in use, ('Voids 20 days' or similar), now there were multiple, aiming for 5, 10,15,20 day void turnaround. We all need to drive faster voids turnaround, in the difficult environment we work in. Voids have an analysed Job type too. The extra priority codes had been added via the ICT team, following the protocol in place.

Resulting standard reports just included the (old coded) 20 day void priorities and had ignored the new ones. Now regarding computers & software, "stupid is as stupid does", usually as they are told stupid things to do, and they do it! Interestingly, the reports used a hand-picked list of priority codes, not the overall void job type in order to generate the data. An easy issue to fix, the data was looking more familiar and accurate by the following morning.

This brings up a couple of areas that are worth considering. Firstly, what is the chain like regarding how coding changes feed back into reporting, in your organisation? If these are controlled by managers, executed by ICT, then used by another team, like Performance, Business Improvement, Quality (or whatever other exciting names you have for them), have you a solid chain of how the changes go in? As we are always told, a chain is only as strong as its weakest link. What's yours in your organisation in this respect?

Secondly, our systems generally come with possible multiple levels of analysis coding, available for use. Like in this example, the priority coding of voids, is really a sub-set of the voids Job type. If reports were driven from the void job type, they would work correctly however how many new void priorities were added. These codes can also be involved in financial, payroll, HR or other system postings etc and of course these should be considered too, when making changes.

Often organisations over complicate coding or replicate it at lower levels. Property coding is one that I see a lot, and managers are often wary of sorting it out, if it's working at the moment. This can create many problems and hassle for KPI reporting teams. A structure like Owning Body (RP1, RP2 etc) > Area (Bath, Trowbridge, Westbury etc) > Scheme > Needs Type (e.g. general Needs, C&S, Shared Owners etc) if used correctly will only have codes at the right coding level.

In a structure like the above, we could create an area code called 'Bath C&S'. If we did that, we create ambiguities for reporting. do we build reports on Area to pull out C&S (care and support), Needs Type of the property, or a bit of both? What happens if our property coding across these codes get somewhat out of whack? You can see the dilemma can't you?
Have a look at the way your major entities, like properties, rent accounts, repairs etc are coded and catagorised. Are you doing it in the most joined up manner?

Related Post: Why exactly are voids not handled in housing systems that well?

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

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

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
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Paradise By KPI Dashboard Light

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


No doubt many readers of this blog will agree with me, when I say most application software is pretty poor, when it comes to reporting. This is very much the case with Housing Management systems, where as a norm, few standard reports are provided out of the box and if they are, they are generally dull and simplistic.

At a special user group session just the other week in Solihull, I chewed the fat with some of the developers of one HMS’s reporting solution and also a lot of the wide variety of attendees, who are tasked with getting reports out from their systems, or facilitating it. Overall it was a positive experience.

So firstly, why is standard reporting so poor from our suppliers?

The stock answer from your supplier (or prospect if you are out in the market for a new system), is that ‘Our solutions are too flexible’. What!, I hear you scream.

Well, they do have a point I have got to concede. We do take systems and then set them up in a non-standard way, because we believe ourselves to be, well, ‘special’. So we don’t put data in the right places it was intended to go into, we might use ‘Scheme’ as ‘Needs Category’ or ‘Area’ as ‘Archetype’, rendering most of the standard reports supplied, less useful. Maybe at implementation, the implementers should be informing us of this upfront and doing more to influence those early decisions. Use of a best practice implementation can be of great benefit, where integrated modules can be configured as originally intended.

While the above is a defence, there is rarely enough standard reports, and they are rarely designed to allow quick addition of new data related to key entities, or are silo-ed in a single module. I.E. a Repairs WO report might have difficulty easily showing the household size or age of the oldest occupant.

So, customers need to resign themselves to re-inventing much of the wheel and writing their own reports. This can be frustrating, character-building or an enlightening process, depending on how its tackled.

If you are an end user (or if you aren’t, pop yourself in their loafers or kitten heels for a mo), what do you see in the reports & KPIs that are provided. Is it a limited list of essential colour coded KPI’s (RAG), with simple drilldowns to locate problems? Most users are unfortunately wading through rows of data, rather than seeing clear information.

The example below from Solihull, a lot the work of Nick Halfpenny, who has put some awesome ideas into practice, shows how clean KPI’s could be.

When data is processed into information we see real benefits from our data. Just giving us data (probably in rows), leaves us lost in the forest, not managing to see wood for the trees.    

Related Post: Flowcharts, does anyone manage to do this properly?? 

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.

Meatloaf – Paradise By Dashboard Light.
(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.
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Trouble In The Message Centre

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

“A new typeface, another day....”

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

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

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

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

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

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

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

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

Related Post - Call On Me

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

Blur - Trouble In The Message Centre.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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The Best of Both Worlds (Clearview or Qlikview)?

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

You might well ask, "What's the difference?". Reporting presentation or tracking as well?

I have recently been working with a number of organisations, around the subject of housing KPIs. Readers of this blog will know I am a fan of Qlikview (http://tonysmiththathousingitguy.blogspot.co.uk/2012/12/rear-qlikview-mirror.html ) as well as Clearview. If budget allows it would be great to have both. However, budgets may not really run to that.

So what is the difference?

Well Qlikview is a fabulous in memory reporting presentation and drill-down tool, super in its own way. Often sold with five days 'proving' reports, it's an easy sale. Where Clearview cleans up in my opinion is in its KPI tracking capabilities. If you already utilise desktop task-tray workflow, your organisation will, I predict, really take to this tool.

My friends and users in a large repairs team speak in favourable terms of Clearview in its ability to track stats, actions, follow-ups and its transparent views of where the organisation hierarchy is with its improvements. No point having a team labelled 'P&Q', 'Performance and quality', 'Business Improvement' etc, if there's no clear evidence of who or what is being attempted, to be improved.

Even with my simple outlook, it took me about 10 minutes to figure out the Clearview world of monitoring actions, against last month, quarter or years' selected trends. So transparent that your board will take to it like ducks to water.  Attachments, notes and other info can be recorded, so KPI actions are not lost in the ether.

Talking to the chief exec, she liked it too, whether she was looking at Arrears as % of GAD, void days & rent loss, repair no access or percentage of rechargeable repairs completed that could not be recharged. At that organisation, true ODBC is also being started to link KPI dashboards directly with HMS & other system data, enforcing one true version of the truth. Clearview is indeed one application which can provide added control over your stats and unravelled ability to track actions and progress.  

Mark my words, ability to monitor, act on data/information and show what is being initiated to carry out improvements will increasingly be high on the management agenda. Don't get left behind!

Related Post: Whats stopping better voids management?

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

Van Halen - Best Of Both Worlds.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

File Under: 360,1stTouch,4Js. , 07854655009 , ," """" ",,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App

My Mistakes Were Made For You

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



Do you make mistakes?

It’s a bit of a trick question in a way, as being human, we are fallible and mistakes are actually something we all do. How we manage or learn from them is really the key. Best selling authors have made fortunes writing and creating methodologies around that whole concept. 

Putting our mistakes aside for a moment, focus now on ones that create problems in organisational data. So often detail data brings down a lot of KPI’s and returns. Slow or missing repair order updates can distort performance. Poor void processes can exaggerate the cost of empty properties and boost average void days. A key SocialHousing KPI yardstick. I am sure you and fellow colleagues may know of many more local ‘hobby-horses’.

I was involved in a session with a group looking at better KPI’s and summary reporting quite recently. Not surprisingly some of those very problems came up.

If you were in a ‘Reporting’ or ‘Performance & Quality’ team, the first reaction I am sure, is to ‘fix the data’. I mean, who would want to report an average void turnaround of 14.5 days, when you knew sensibly that it was nearer ten days? That is what in many places, actually happens.

Bad data is filtered out, often users are chased to sort the data, so another cut can be taken. Your KPI team get there in the end. In many situations, the KPI team ‘fix’ the data, so the results look more like reality, or at least somewhat better.

In my world, I am unsure that is really the best strategy.

Like a teenager, who has his room tidied by their mother, rather than taking pride in it themselves, the problem gets moved upward. If your data is massaged by your KPI team, those users will never understand the value of getting data right, in a timely manner. The only way our staff will understand the value of data and getting it accurate, as much as possible, is that their own problems/errors are passed back to them to correct every time. Of course, after they have been educated in why getting it right is so crucial. 

A good example I saw a few months ago is poor data recorded when signing up and starting tenancies. Taking the default DOB (‘date of birth’ to you none hipsters..), as todays date in many (un-helpful) systems, to apply to the tenant (or joint tenant), causes all kinds of issues. Also setting the wrong member of the household, as the key contact. I have seen DLO staff, looking for primary school children to sign jobs off, on the doorstep. Wrong on too many levels to list here.

Can you guess how the above problem was solved?

Well, rather than the performance team defaulting ages to 18 if under, consider for a moment that legally, none of our tenants should be under 18, the fixes were pushed to the staff that got them wrong. If they had some to address, they got them daily by email, and it was explained to them why they received this stuff. The inference was that if you get it right first time, you will not be clearing it up later.

The truth to be communicated is that we are paid to be responsible, accurate and record stuff that all our colleagues will find useful and in many cases essential. That’s what we are all paid for, people. If that all goes into coherent systems, then maybe the KPI folk can just take a data cut on the 5th of the month, every month and that will reflect where our organisation is actually at.

Getting data correct is more a cultural than an ICT challenge. If you think I can help you with that challenge, please be in touch. http://acutanceconsulting.co.uk/acutanceconsultancy.htm  


Related Post: Should your projects be a race or a marathon? 

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.

The Last Shadow Puppets - My Mistakes Were Made For You.
(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.
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Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

London

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 had a very interesting one this week, a day at the excellent InMotion2014, great to meet the keynote speakers the evening before over an excellent meal and even better cheeseboard, followed by a repairs KPI training session in Euston organised with the mighty Rod Laird. A big thank you in order for David Todd of Kirona, excellent organisation as ever.

I was pleased to have the opportunity to chat to Paul Tennant at InMotion, Orbit Group Chief Exec and CIH VP. Someone I have deep respect for, a man fighting for social housing equality and justice on multiple fronts. His keynote speech at InMotion2014 was a real call to action and obviously very heartfelt. Paul is one of the most genuine personalities in UK housing today and in my humble opinion a worthy template for pushing our sectors needs forward. Our sector needs more Paul Tennant's badly, soon please....

Early morning I hosted a very interesting round-table discussion session on 'The Customer Journey' and the best mix of systems to deliver it. I had the two most interesting Welshmen in housing IT with me on the session; Owen Barrett of Newport City Homes and Mark Howles of Sanctuary Group. The former organisation has built best of breed systems around Microsoft Dynamics CRM, the latter taking a big ERP approach with SAP for the OneSanctuary project. Owen clearly did not have the (reputed) seven figure budget that mark (might) have to invest in systems, but both had clear visions as to how a single reporting and performance platform can be built.

I spotted a few system suppliers in the session clearly wondering what was missing in their own solutions to support a large social housing group, such as Sanctuary. In my previous role as MD of a system supplier, I would have loved to have bagged a prize like Sanctuary. It will be interesting how the ERP project emerges and how it compares with the traditional packaged offerings out there and on the horizon, such as Cx. One thing is clear, HMS suppliers who are not moving forward quickly, satisfying customers will be left behind in this race for larger RSL Groups. These are just the customers too, who will expose supplier weaknesses. In a pond of biggish fish, that message will get out quite soon too.

Both Owen and Mark have some way to go to have their systems in and working, Sanctuary a few phases to go yet. Spookily enough, one of the UK HMS suppliers are in fact one of western Europe's largest SAP resellers. I will let you work that out, but maybe it would make sense for that supplier to have a strategy for larger RSLs willing to spend £5M+ on these types of solutions. Oktober a good month for taking bigger RSL Groups for a site visit methinks.

Meanwhile in the real world on Wednesday I led a Repairs KPI training day down in Euston. In recent years I have grown to have true affection for London. People seem more friendly, its cleaner, generally better organised and more of a pleasure to visit, than it was back in my youth. I do find myself with the Smith's track 'London' or The Fall's Ho(e)uston running through my head. In fairness, a half pint in the Euston Tap generally cures that one!

I had a fabulous day with four people from Seren Group in South Wales and Hackney Homes, getting under the skin of repairs KPIs. Both used the same housing system coincidentally and shared some similar challenges to obtain and connect data. Some of the main ones that leapt out from the day are detailed below:

1)      Importance of understanding the customer journey and where reporting KPI data can be sourced within it

2)      The insight and power that combining diverse strands of data provides for advanced scenarios, such as when reporting asset Sustainability

3)      Compare your KPI data with peers that are similar to your organisation, to realise better insights. Attendees in Euston were from a 20,000 home Almo and a semi-rural Welsh 6,000 unit RSL. Differing service and cost levels can only be usefully compared with similar organisations, using same techniques.

4)      In the choice of presentation tools, focus on the means of populating data, rather than the shiny dashboard-y aspects. This is where most of the set up issues are generally found.

5)      Always carefully tailor presentational data to the relevant audience. Don't be afraid to simplify with a smiley face and a single target, for residents. For internal staff, if compiling a heavyweight twenty page document, ensure organisation teams have quick links, to get in to each of their relevant KPI’s. Otherwise it may be seldom viewed or limited use.

I am repeating the "Getting the most from your Repair KPI's" course in central Manchester on Thursday 22nd May 2014. Book early at http://www.rodlaird.co.uk
This course can also be run in house, if interested, please contact Rod Laird direct.

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: Making the most of the conference saeason

The Smiths - London.

(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Housings Best Kept Secret, HousingsBestKeptSecret, Housing'sBestKeptSecret, Housings'BestKeptSecret, ImpactResponse, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , list of housing systems , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges,Southview, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas,Gaydon, Mobileworking, SAP, ERPSAP, SAPERP, forhousing, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App

Board

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/

Iggy Pop, certainly one of my fave artists. He's doing those SwiftCover ads now (insurance for non-musicians only of course), but would he ever join a board? I am on the board of a local community library, and it does (broadly) push my buttons. I like the difference it makes. If we can leave this world a tiny bit (or a wee bit, as my Scots friends would say), then we have lived a good life.

Its hard work being on the board of anything though, isn't it?

I have met so many people who participate in all kinds of things, many who have surprised me. Emma Maier, (who's editorial in Inside Housing I enjoy a lot), one of the latest. Anyone who participates in keeping a library open is a valued friend of mine.

So how do we keep the social housing (& other organisation) board members informed, connected and happy?

A neat trick that many of my clients have switched on to, is issuing board members with iPads or other tablets, with secure access to their systems. An APN can enable board members to have a secure Active Directory login, with an ability to view what they need. Generally that can be via SQL Reporting Services, Clearview or a similar reporting environment, shared drives, or if in use a MS Sharepoint environment. This also makes it easy to provide a dedicated email address too.

Board members feel valued when organisations take this approach and function better. There's less paper to generate & wade through too. Much better for the environment. even emailing PDF reports out to show data as easily understandable charts, with explanatory soundbites, will be gratefully received.

Individuals from a professional background may have minimal time to immerse themselves into deep detail. I find with my community library, I am an active board member, but cannot easily attend every meeting. If i could join the meeting easily via Skype, or other means that would be really convenient. If practical, that might work for certain boards too, maybe more easily done occasionally with just the odd board member joining remotely. If too many tried it, I guess its going to look more like a 1980's episode of 'Celebrity Squares'.

Board members often need training as well, which eases them into their role. This can be easily delivered on tablets via elearning environments. Marrying these up with all the collateral of being a board member can make a real difference. If you aren't combining elements like this, you are certainly missing a trick. What innovations have you shared with your #UKhousing board members?  

Related Post: So, are your key suppliers, Good, Bad or Ugly?

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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.


Iggy Pop - Bored.
(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.
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