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Mobile Working: Case StudyBromford Housing Group
Presentation to
Direct Works Forum12 September 2006
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Mobile Working: Case StudyBromford Housing Group
contents
Introduction Survey results Case study Summary Questions
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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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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Mobile Working: Case StudyBromford Housing Group
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)