b3: choosing the right technical strategy for mobilising your...
TRANSCRIPT
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B3: Choosing the right technical
strategy for mobilising your workforce
Speaker: Greg Johns
Sales Director 1st Touch
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Mobile Technology Innovation for Housing
Greg Johns, Director
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Case study 1 - A dynamic illustration
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How Adactus saved £1.5m by going mobile
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Agenda
A Brief Company History
1st Touch in UK Social Housing
Product Innovation
1st Touch future strategy
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Company History
Established in 2007
Acquired by Aareon Group in 2012
Consistent and sustained growth
Customers
Solution and Product areas
Financials
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Company History
Consistent strategy
Focus on UK Social Housing
Agnostic approach
Best Practice Service Delivery
Leading by innovation
Partnering with best of breed organisations
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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
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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
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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
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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
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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
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Selection of 1st Touch Clients
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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
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Case study 2 – customer video
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1st Touch delivers measurable benefits at
South Yorkshire Housing Association
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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
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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
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Product Innovation
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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
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Multiple platform availability
Enhanced usability
Multiple devices per organisation
Ability to switch
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Multi-Platform Architecture - Smartphone
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Multi-Platform Architecture - Tablets
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Outlook Integration
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Multiple Integrations
All major Housing systems
CRM
Contractors
Payment solutions
Scheduling
Device Management
Sat Nav
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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?
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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
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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
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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
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Cultural Change
Best practice
Implementation considerations
Increased visibility and accountability
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The Future
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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
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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
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Recommendations
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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
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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
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WHAT WE DO Overview of The 5 Phases of Mobility
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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
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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
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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
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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
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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
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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
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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
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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
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Case study 3 – customer video
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North Lincolnshire Homes go mobile with iPads
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Summary
Dedicated focus on Housing
Mobile Technology Innovators
Unique Enterprise & Multi Platform options