developing your it service with the use of new technology pdfs/presentations... · the government...
TRANSCRIPT
Graham Baldwin
Developing Your IT Service
With The Use of New Technology
© Hartwin 2014
Agenda
• New Technologies Overview
• The use of Mobiles “how big is it?”
• Successes in other sectors
• Using New Technologies - The issues….
• The way forward
• New Technologies Conclusion
© Hartwin 2014
‘New’ Technologies
Are they new?
© Hartwin 2014
‘New’ Technologies
The ‘Cloud’
© Hartwin 2014
The ‘Cloud’
Public, Private, Combination?
‘New’ Technologies
© Hartwin 2014
The ‘Cloud’
Public – Beta2
Amazon
‘New’ Technologies
© Hartwin 2014
The ‘Cloud’
Private – Gives Control
‘New’ Technologies
© Hartwin 2014
Software as a Service (Saas)
‘New’ Technologies
© Hartwin 2014
Software as a Service - Rental
‘New’ Technologies
© Hartwin 2014
Mobiles
The use of Mobiles “how big is it?”
© Hartwin 2014
The use of Mobiles “how big is it?”
Now more than 1 billion Android devices and more than 700 million iOS devices sold
© Hartwin 2014
The use of Mobiles “how big is it?”
YouTube generates 40% of its traffic via mobile
© Hartwin 2014
The use of Mobiles “how big is it?”
Facebook has more than 945 million mobile monthly active users
© Hartwin 2014
The use of Mobiles “how big is it?”
eBay generated $20billion worth of mobile transactions at the end of 2013
© Hartwin 2014
The use of Mobiles “how big is it?”
© Hartwin 2014
The use of Mobiles “how big is it?”
© Hartwin 2014
The use of Mobiles “how big is it?”
© Hartwin 2014
The use of Mobiles “how big is it?”
© Hartwin 2014
Customer Mobile Access
The use of Mobiles “how big is it?”
© Hartwin 2014
Customer Mobile Access
The use of Mobiles “how big is it?”
© Hartwin 2014
Customer Mobile Access
The use of Mobiles “how big is it?”
© Hartwin 2014
Customer Mobile Access
The use of Mobiles “how big is it?”
© Hartwin 2014
Communication Channels
The Government ICT Strategy (March 2011) states
“Many citizens’ expectations have shifted from traditional face-to-face, telephone or paper channels to more responsive 24/7 online personalised services and delivery through mobile devices”
The use of Mobiles “how big is it?”
© Hartwin 2014
© Hartwin 2014
Success In Other Sectors Tesco
The issue….
The ceiling of knowledge
© Hartwin 2014
Success In Other Sectors Tesco
• Pre Loyalty card….
– Knew what was sold and when
– But not to who
© Hartwin 2014
Success In Other Sectors Tesco
In short – they did not know their customer
Spending patterns
Locality
Age
Etc.
© Hartwin 2014
Success In Other Sectors Tesco
Post Loyalty Card: Where you live
How often you spend
How much you spend
When and where
Are they getting all your business
Incentives
© Hartwin 2014
Success In Other Sectors Tesco
Post Loyalty Card: Online shopping
Expanded to Tesco extra
Mobile app
Online portal
© Hartwin 2014
Success In Other Sectors Tesco
Allowed them to take the next jump by
Maximising the use of all available data
© Hartwin 2014
Success In Other Sectors
• The quickest checkout
• Always signed in
Tracking your activity to gain the data
© Hartwin 2014
Using New Technologies – The Issues
Are you ready?
© Hartwin 2014
Using New Technologies
The issues…
© Hartwin 2014
Using New Technologies – The Issues
Your existing IT has to be stable
© Hartwin 2014
Using New Technologies – The Issues
Your existing data has to be clean and correct
© Hartwin 2014
Using New Technologies – The Issues
Legacy old systems
© Hartwin 2014
Using New Technologies – The Issues
How we got where we are
Purchasing IT Solutions
© Hartwin 2014
Using New Technologies – The Issues
The decision to buy...
The old one did not do what was required
© Hartwin 2014
Using New Technologies – The Issues
The decision to buy...
The old one was slow
© Hartwin 2014
The old one was too expensive to support
Using New Technologies
– The Issues
The decision to buy...
© Hartwin 2014
The old one could not interface with ‘x’
Using New Technologies
– The Issues
The decision to buy...
© Hartwin 2014
‘Everyone’ hates the system
Using New Technologies
– The Issues
The decision to buy...
© Hartwin 2014
A new system will fix everything
Using New Technologies
– The Issues
The decision to buy...
© Hartwin 2014
Using New Technologies - The Issues
Ways Corporations Purchase
Software Systems
Buy from their friendly sales person who now has a ‘great solution’ (hoover sales person)
© Hartwin 2014
Buy from a supplier because ‘x’ company uses it and they recommend it
it’s brilliant honest!
Using New Technologies
- The Issues
Ways Corporations Purchase Software Systems
© Hartwin 2014
Buy because it’s what we used at ‘y’ and it was brilliant!
Using New Technologies
- The Issues
Ways Corporations Purchase Software Systems
© Hartwin 2014
• There are millions of software products
• There are thousands of IT Hardware suppliers
• There are thousands of network suppliers
• There are thousands of security products
What's the chance of getting ALL this to work together?
Using New Technologies - The Issues
The IT Issue…
© Hartwin 2014
Using New Technologies
- The Issues
• Data sharing/duplication between all these systems: – Repairs system
– Housing Management system
– Asset management
– Customer services
– ASB
– Finance
– CRM
– HR
The IT Issue…
© Hartwin 2014
Using New Technologies
- The Issues
Old and new systems
The IT Issue…
© Hartwin 2014
Using New Technologies
- The Issues
Different vendors
The IT Issue…
© Hartwin 2014
Using New Technologies - The Issues
Integration/interface costs
The IT Issue…
© Hartwin 2014
Using New Technologies - The Issues
Shoehorned in systems
The IT Issue…
© Hartwin 2014
Using New Technologies - The Issues
Excel and Access Databases
The IT Issue…
© Hartwin 2014
Using New Technologies - The Issues
Reports that don’t match
The IT Issue…
© Hartwin 2014
The Way Forward…
Match IT solutions to Business Processes
© Hartwin 2014
The Way Forward…
Identify the Business process first
© Hartwin 2014
The Way Forward…
Create Business requirements
© Hartwin 2014
The Way Forward…
Identify Solutions
© Hartwin 2014
The Way Forward…
Match it all together to see what does and does not match
© Hartwin 2014
The Way Forward…
Fill the gaps
© Hartwin 2014
New Technologies Conclusion
• Fix your current IT – Infrastructure
• Data – Map out your data, what system holds what
– Map out the data connectors
– Identify the primary Data Holder System
– Clean the data
• Fix the data connectors – Interface the data that needs to be
• Find the holes – Can existing systems be used or do you require new
© Hartwin 2014
New Technologies Conclusion
Data!
Data!
Data!
Data!
Data!
© Hartwin 2014
New Technologies Conclusion
Now look at new technologies!
© Hartwin 2014
New Technologies Conclusion
Software Vendors
© Hartwin 2014
New Technologies Conclusion
Hartwin
Specialising in the housing Sector
Vendor Independent
Over 100 years combined IT experience
© Hartwin 2014
You all have a common desire –
Provide the best customer service.
Sure there are lots of ‘feature’ driven
solutions for you to consider
Find those that fit the business and data requirements
www.hartwin.co.uk
01763 877 250
© Hartwin 2014