B3: Choosing the right technical strategy for mobilising your...

B3: Choosing the right technical

strategy for mobilising your workforce

Speaker: Greg Johns

Sales Director 1st Touch

Mobile Technology Innovation for Housing

Greg Johns, Director

Case study 1 - A dynamic illustration

How Adactus saved £1.5m by going mobile

Agenda

A Brief Company History

1st Touch in UK Social Housing

Product Innovation

1st Touch future strategy

Company History

Established in 2007

Acquired by Aareon Group in 2012

Consistent and sustained growth

Customers

Solution and Product areas

Financials

Company History

Consistent strategy

Focus on UK Social Housing

Agnostic approach

Best Practice Service Delivery

Leading by innovation

Partnering with best of breed organisations

UK Social Housing

4.5 million properties (and growing) 1st Touch cover 1.2 Million Social Homes

Legislation is increasing pace of change

Growing recognition of importance of mobile

The Business Case

Project Nomad Methodology

Quantitative analysis – Identifiable savings

– Return on Investment

Qualitative analysis – Customer services improvements

– Employee welfare and job satisfaction improvements

– Environmental impacts

Why Mobile – Increased Efficiency

Property Services

Reduced manual input and administration

Reduced travelling and fuel costs

One system for all reduces IT resource costs

Tenancy Services

Visibility on rent and arrears improves collection

Multiple issues recorded in one visit, saving time

Increased capacity reduces need for extra staff

Why Mobile - Increased Productivity

Property Services

Operative productivity increased by 20-30% average

Automated production of time sheets saves admin

Auto alerts to back office speeds response times

Tenancy Services

Smart data can enable auto alert for HO/tenant

engagement

Dynamic data update reduces office time

More time on patch/ tenant visits

Why Mobile? - Improved Customer Service

Property services

SLAs improved, meaning faster better service

On the spot recording of issues, with photos

Improved comms reduces “no access” visits

Tenancy Services

Improved communications

Complaints/request immediately update system

Tenants can view and check status of existing

applications and set up new applications

Selection of 1st Touch Clients

What our customers say

Microsoft Gold partner

Customer Survey shows 95% satisfaction

Housing Technology Survey

Best for mobile solution features

Case Studies

Delivering cost savings, efficiencies and improved

customer service

Case study 2 – customer video

1st Touch delivers measurable benefits at

South Yorkshire Housing Association

Product Innovation – Market Watch

Higher % of mobile workers Technology enables mobile working

Access to back office systems on the go

Pressure to meet tough targets Legislation

Reduce costs

Improve services

Industry changes - Welfare reform Payments collection

Asset Management

1st Touch Technology Enablers

Technology Platform

Multiple device choice

Range of platforms – Apple, Android, Windows

Partnering for Best of Breed Solutions

Service Power

MINT payments system

Ryzex devices and services

Product Innovation

1st Touch for the Enterprise

Property Services

Responsive repairs

Voids

Gas Servicing

Electrical Servicing

Pre/Post Inspections

EPCs

Stores & Van management

Public buildings

Risk Assessments

Health & Safety

Estate Management

Fly tipping

Graffiti

Abandoned cars

Untidy Gardens

Communal Areas

Cleaning

Tenancy Services

Rents and arrears

Pre termination

Tenancy agreements

Annual visits

Lettings

ASB

Profiling

Supporting People

Initial assessments

Floating care visits

Support Care Plans

& Reviews

Platform wide modules

Data warehouse

Job Point

Timesheets

H&S assessments

Customer satisfaction

Lone Worker Safety

Others

Stock Condition Surveys

Resident Profiling

Caretaking

Council Wide Modules

Tenancy Self-Serve

Multiple platform availability

Enhanced usability

Multiple devices per organisation

Ability to switch

Multi-Platform Architecture - Smartphone

Multi-Platform Architecture - Tablets

Outlook Integration

Multiple Integrations

All major Housing systems

CRM

Contractors

Payment solutions

Scheduling

Device Management

Sat Nav

New applications - Tenancy Self Service

Unique, truly integrated tenancy

self serve app

Multi-platform support

Intuitive, easy to use

Links to back office

Welcome

Report My

Report

What would you like to report?

New applications – 1st Touch Scheduling

In partnership with

Servicepower 1st Touch partners since 2006

Workforce scheduling and optimisation system

Fully integrated with 1st Touch

Built for Social Housing multi-trade networks

New application – 1st Touch Payments

In partnership with

MINT Bank Certified PCI compliant system

Payments happen within 1st Touch software

Bank directly into client Merchant Account

Online and offline authorisation process

Mobile Working – Risks & Barriers

Culture

Previous failed projects

New ways of working

Unsure of processes

Technology skills

Management

How to implement

Requirements specification

Unknown future areas/costs

Hard-Coding Changes

Expensive Ongoing Consultancy

Cultural Change

Best practice

Implementation considerations

Increased visibility and accountability

The Future

So What of the Future?

Multiple platform availability

Android, Apple, Windows 7/8 (Embedded)

Technology Convergence

4G – Audio and Video

Device & Technology Innovations & Choice

Near Field Communications

Battery Technology & Reducing Consumption

Flexi Phones & BYOD

Business Process Driven

Enabling Change and Configuration

Mapping Processes Graphically

So What of the Future?

Agile Solutions

Smart Data – Cross Field Working

Industry Change & Issues

E.g., Welfare Reform

Chip and Pin

Integration across Multiple Applications

HMS, Scheduling, Asset, CRM etc

Improved Web Services

Increasing Collaboration between Providers

Recommendations

Recommendations – Managed Services - Devices

“Horses for courses” – Let the Business Process Drive the Choice

Consider which Platforms should Deliver mission critical applications

Consider Smartphones/Tablets where a) Managers and supervisors need status and reporting information

in the field

b) you have no responsibility for handsets themselves, such as sub-contractors, self serve applications

c) Usage will be light-to-moderate, carried out in safe areas

Consider rugged/semi rugged for harsher working environments

Working with a Mobility Specialist – Peak-Ryzex

Peak-Ryzex & 1st Touch in the Housing Sector

A look back at 2013 and a look ahead to 2014

How can Peak-Ryzex help? – An overview of the

5 Phases of Mobility

WHAT WE DO Overview of The 5 Phases of Mobility

THE 5 PHASES OF MOBILITY Phase 1 - Discover

Business and Risk Studies

• Potential risks and issues

• Identify dependencies and constraints, determine technology and operational gaps

Technology Workshops

• Project Team and/or Operative Workshops

Mobility Consulting

• Formalise a mobility strategy

• Provide integrated view of the end-to-end solution

THE 5 PHASES OF MOBILITY Phase 2 - Advise

Unbiased Advice

• Recommending fit for purpose solutions

• Mobile hardware as well as well as Network and Communications

Upfront Services

• Project Delivery and Management Services,

•Training – Train the Trainer / Super users / End Users

•Training delivered to your unique requirements and user base

• Classroom or Media Based Training (Web, DVD and Print)

• User Guides or Glove Box Guides

THE 5 PHASES OF MOBILITY Phase 3 - Deploy

Project Management

• Dedicated Project Manager initiates the project planning process through to completion

• Plan defines the project execution, management and control

Pilot Phase

• From Pilot through to Solution Validation

• Loan Devices fully loaded with Software Application and MDM Application

Gold Build

• Initial Consultation

• Application Loading – Settings/Device lockdown - User Acceptance Testing

Device Staging & Configuration

• Smart Staging – Multiple Device Staging Via MDM software or Manually

• Asset Tagging - Device and Batteries kitted and tagged, Sim Card Management

MDM Services

• MDM Installation and Server Configuration, MDM Admin Training & User Training, Server Support

THE 5 PHASES OF MOBILITY Phase 4 - Manage

Next Working Day Exchange (NWDE)

• Management of break fix contract with Peak-Ryzex or Manufacturer

• Buffer Stock managed exclusively for your needs and held at Peak-Ryzex HQ

• Calls logged via our Helpdesk or via our custom online web portal

• Pre agreed and purchased Gold Build pre loaded on buffer stock prior to shipping

• Technical Courier – Swap out Sim Cards, SD Cards and perform changes as required

• Devices collected and repaired, then returned to customer buffer stock at Peak-Ryzex

• Custom reporting on failure rates, damage list, by location or user

• Fully managed asset register, accurate lists of serial numbers by site

Managed Help Desk – Monday to Friday 7am – 7pm

• 1st or 2nd line helpdesk – Internal IT Teams can log all incidents relating to the mobile

technology you use

• Help desk supported by the Peak Ryzex Technical Department – Highly trained in all the major

OEM devices

• Mobile Device Management Software – Managed by client or Peak-Ryzex

THE 5 PHASES OF MOBILITY Phase 5 - Review

Data Analytics

• Weekly, Monthly, Quarterly, Yearly Reporting of device performance

• Analyse reliability of device

• Why were devices returned? Failing or Breaking? Device? Screen?

Keyboard?

• Which operatives? Which location? Which team? Training Issue?

• Is the device fit for purpose?

• Faulty batch within the estate? Tracking devices through serial numbers

When manufactured? Track when devices made and at which factory?

Pre-Empt problems and remove devices from the field

Providing a Fully Managed Service

Ryzex Company Confidential | 44

Project

Management Training

Professional Services

Deployment

Deliver

Helpdesk Mobile Device Management

Device Swap and Logistics

Repair

Manage

Reporting

Asset

Management

Financing Options Capex or Opex?

Capital Expenditure or Managed Service Agreement (Opex)

Managed Service Agreement (MSA)

• Peak-Ryzex work directly with Tier 1 Banks

• Bespoke Financial Arrangements – Include Services over chosen term

• Device Refresh Option

• Device Buy Back Option

Recommendations - Solutions

Future Proof your mobile workforce

management solutions

Choose a solution that delivers:

enterprise wide applications

cross platform support

Consistent interface and functionality

Predictable on-going costs

Ability to easily modify and add apps in-house

Case study 3 – customer video

North Lincolnshire Homes go mobile with iPads

Summary

Dedicated focus on Housing

Mobile Technology Innovators

Unique Enterprise & Multi Platform options