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Mobile Working: Case StudyBromford Housing Group

Presentation to

Direct Works Forum12 September 2006

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contents

Introduction Survey results Case study Summary Questions

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Introduction

Who are we? Software house Solutions for mobile workforce Web-based, zero client technology Flagship DLO management system

Why are we here? Look at innovative mobile working solution Demands from sector One client’s experience

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Survey

Almost 50 respondents Senior DLO operations staff From 2 to 325 employees Telephone survey Provisional results Sample to be increased

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Survey – How is you repairs service delivered?

Only 6% of RSL’s deliver their repairs through an internal DLO

42% outsource all repairs to a private contractor 52% run a DLO and outsource some of the

repairs to a private contractor Where delivery is mixed, 63% of all repairs are

delivered by the DLO 50/50 split whether RSL or DLO selects the

contractor

How is your repairs service delivered?

mixture52%

outsourced42%

in house6%

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Survey – How are repairs calls managed and serviced?

65% of RSL’s have their repairs calls answered in-house during working hours

19% are answered by DLO staff Only 14% of contractors with an outsourcing

contract answer the repairs calls for their RSL 83% of RSL’s have a third party taking out-of-

hours repairs calls Over 50% of these RSL’s use a call centre

provided by their local authority Only 11% of OOH services return data to their

RSL electronically (another 14% by email)

Who receives your repairs calls during working hours?

RSL staff65%

DLO staff19%

Contractor8%

3rd Party8%

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Survey – What systems are you using?

28% of RSLs using IBS Open Housing for their housing management system

19% use Orchard and 17% CTX Comino 86% of RSL’s have their finance and housing

management systems integrated 83% of DLO’s are managed using the repairs

module of the RSL’s housing system Servitor and Uniclass were the only other DLO

management systems named 17% of RSL’s have their DLO management

system integrated with their main contractors

What Housing Management System do you use?

Academy8%

CTX Comino17%

IBS Open Housing

28%

Northgate SX311%

Orchard19%

SAP3%

Universal Housing

6%Arian QLX Housing

8%

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Survey – Are you looking at mobile technology?

72% of DLOs do not have a mobile interface to their management systems

74% of those without a mobile interface are planning to introduce one

A third of those are planning to buy a mobile solution in the next 3 months

Two-thirds have not yet selected a mobile solution

Of those that have, 75% are trialling the mobile interface to the repairs module of their housing management system

Does your DLO system have a mobile interface?

True22%

False78%

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Survey - What DLO system features are the highest priority?

Which features are a high priority?

Reactiv

e

Planne

d

Voids/c

apita

l wor

ks

Schedu

ling

*

Route p

lannin

g

Opera

tive

track

ing *

Stock

cont

rol *

Mat

erial

s allo

catio

n

SMS te

xt m

essag

es *

SOR diag

nostic

s

Job

histo

ry

Times

heets

Esimat

ing

Contra

ctors

Health &

safe

ty *

Certifica

tes

Surve

ys

KPIs *

Invo

icing

Complaint

s

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Survey – What features are important?

What features are important?

Reactiv

e

Planne

d

Voids/c

apita

l wor

ks

Schedu

ling

Route p

lannin

g *

Opera

tive

track

ing *

Stock

cont

rol

Mat

erial

s

SMS te

xt m

essag

es *

SOR diag

nostic

s

Job

histo

ry

Times

heets

Estim

ating

Contra

ctors

Health &

safe

ty *

Certifica

tes *

Surve

ys

KPIs *

Invo

icing

Complaint

s

Web-

base

d *

Custom

isatio

n

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Case study - Background

Bromford Housing Group BMS Property Care subsidiary Partnering with other RSLs Gas servicing and repairs for BHG 4,500 properties managed in 2005/06 Sub-contract 60% of work 21 admin and 18 full-time operatives Ageing job management system

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Case study - Challenges

De-centralised management New contract doubling turnover and properties New depot in Birmingham Partnering with 2 private contractors No visibility of jobs once left office 3 days per month producing KPIs No stock control New finance system Lots of duplicate data entry

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Case study - Solution

Looked at 12 systems and 3 in detail Selected impactRESPONSE for:

– Widest feature set on the market– One single solution to manage whole DLO– Designed to support ‘partnering’– Ability to quickly customise to requirements– Access to management information– ‘Zero client’ to reduce reliance on IT Services– Web-based to allow remote hosting and access

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Case study – Timetable

Placed order in January 2006 Prototype released mid-Feburary 2006 Pilot March 2006 Roll-out to new depot in April 2006 Finance integration in May 2006 EDI integration in June 2006 Enhanced KPI’s in July 2006

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Case study – Key benefits

Doubled turnover instantly Added just 3 new admin staff Improved cashflow with faster invoicing Added new depot without waiting for corporate systems EDI provides instant data updates with main contractor/partner Real-time visibility of all works – especially operatives’ progress Instant KPI reports for RSL partners Customer extranet for self-help with progress information Instant management information so we can see what we are doing right/wrong!

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Case study – Key issues

Only one contractor currently has system to support EDI New client has still not sorted out EDI interface Should have invested more time upfront in training Should not have deployed new finance system at the same time Worth spending more time on discovery as EDI specification was initially too simple Stock control still not fully implemented – need to rationalise suppliers

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Summary (1)

Mobile solution Live for over 2 years

Any Windows PDA (domestic / industrial), eg XDA

Operative tracking Live progress on each job

PDA tracking in pilot

Scheduling Appoint all jobs

Availability, skills & proximity

KPIs Housing Corporation format

Export detailed analysis

Health & safety Risk assessments on PDA

Statutory certificate production on PDA

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Summary (2)

SMS text messages Appointment reminders and confirmation

ETA alerts from PDA when operative en route

Stock control Impress van stock and stores management

Purchase orders via PDA

Web-based Back office, branch and operative access

No client installation required

Route planning Under development with Theaa.com

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Contact us

Tel: 0870 046 3356

Email: [email protected]

Web: www.impactapplications.com

In person: Wolverhampton, London and Preston

Or see us at the stand in reception!

(Look for the purple tablecloths)

:: tm :: mobile working: case study bromford housing group presentation to direct works forum 12...

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