Housing Technology 2016 Conference
Until now ‘channel shift’ has been about opening up more options for residents to contact their housing provider. Using the 1st Touch 360 platform, as well as Internet of Things technology and smart data analysis, 1st Touch is opening channels that go beyond self-service portals and apps, shifting the responsibility of managing the tenant and the property, back to the tenant and the property themselves.
Speaker: Greg Johns, CEO, 1st Touch, and Robert Stewart, Business Systems Manager, AmicusHorizon
Aareon: Aareon Smart World – Our vision for connecting housing suppliers, their customers and other stakeholders in the digital world
The presentation will be an overview of how the over-arching concept of digitisation is being approached by Aareon to provide landlords with a modern, collaborative solution for the 21st century, explored from the perspectives of customers, staff, business partners, and the internet of things.
Speaker: Paul O’Reilly, Account Management Team Leader
The digital generation is growing up. Does that mean you must revisit the technology strategy and expect to radically change the way services are delivered? Possibly, but are you maximising the capacity of your existing teams and technologies? Following a review of customer contact arrangements, Accent has created a single contact centre operation in order to achieve qualitative benefits but equally to embrace the changing habits of customers and technology.
Speaker: Andrew Kidds, Head of Customer Contact
The presentation will be in two parts. ‘Adullam Homes & mobile working’ will cover who we are, why we purchased Omniledger Pyramid, what modules we wanted, what we have achieved so far, the importance of project management, the benefits, a day in the life of a front-line worker, what it means to us and the benefits, what we have learnt, and the next steps. The second part, ‘Mobile working in a rural area’ will cover a typical day for a project worker, the factors involved, difficulties to overcome, how mobile devices reduce time and distance factors, and help solve digital inclusion problems.
Speakers: Phil Gardiner, Information Systems Project Manager, and Anne Hall, Project Worker
Axonex: How to work smart: with affordable enterprise IT that manages itself (pending link to presentation)
Discover the easy way to create a datacentre that boosts and benefits your business. With affordable enterprise IT that manages itself, you can work smarter while keeping your data safe. Learn how SmartStack is changing the way housing providers are managing business-critical applications, scaling for performance, planning for future unknown growth, controlling server and data sprawl, and containing costs, all within an IT infrastructure that’s intuitive and easy-to-use.
Speakers: Neil Vaughan, Housing Account Director, Axonex, and Russell Sampson, Account Executive, Nimble Storage
BT is working closely with Cisco to help develop a Connected Housing proposition specifically for housing associations. We believe that technology will shape the future for housing associations, helping them achieve their business goals, communicate, collaborate and realise efficiencies of a digital world.
Speakers: Natasha Clough, Head of Business Development – Social Housing and Digital Inclusion, BT Business, and Craig Hill, Social Housing Account Manager, Cisco
Join us on a journey through the Castleton Galaxy where you will find out-of-this world software solutions and IT services! We have merged some of the best technology providers in the social housing sector (Kypera, Documotive, Impact, Opus, HousingBrixx, Montal, Keylogic, SVS and 365Agile) to produce an exclusive range of software products, a unique integrated ERP solution and infrastructure services that cover every aspect of your business..
Speaker: Jonathan Holyhead, Managing Director, 365Agile
Studies show that the insider threat from well-meaning, rather than malicious, employees remains the largest contributing factor to security breaches. We believe that organisations that overlook this statistic do so at their peril. Catalyst has taken a people-centric approach to reduce that threat, and so improve its overall security posture, by transforming its employees’ awareness, behaviours and habits.
Speaker: Dr Adrian Leung, Head of Information Security
What do ‘contract management’ and ‘supplier relationship management’ mean? What’s the point, and where do you start? In this presentation, I’ll share some of my procurement thinking prior to, during, and beyond the initial acquisition. I’ll explore some simple, but essential, techniques which you’ll be able to apply immediately, helping you to drive value from your relationships with your IT suppliers.
Speaker: Chris Cliffe, Group Procurement Director
South Lakes Housing was among the first to choose Cx Housing Management, the next-generation integrated housing management system from Civica. Find out about the journey so far, from choosing Cx, managing the project, and where they are now. Along with the benefits of their implementation approach, the presentation will also highlight their key challenges.
Speaker: Paul Aitken, IT Manager, South Lakes Housing
At thousands of social housing locations across the UK, vast numbers of unloved, under-used CCTV systems languish in darkened cupboards. Why? Because they are a non-compliant, unreliable, unsafe, costly and a complex drain on much needed resources. But, it doesn’t have to be this way. Legacy CCTV systems can be quickly and cost-effectively transformed into easy-to-use, secure, scalable visual data networks that protect people, property and reputations. Cloudview will show you how with the help of recent and relevant case studies; make sure you’re not missing something important.
Speaker: James Wickes, Chief Executive Officer
12.6m adults in the UK lack basic digital skills. These are skills such as communicating, transacting and managing information. For housing providers and their tenants to capitalise on the incredible opportunities and benefits that digital can bring in terms of modernising services, reducing costs and improving quality of life, they will need to ensure that all staff and tenants have the skills to make the digital leap.
Speaker: Rachel Neaman, Chief Executive
The I-stay@home project sought to test the ability of ICT products to help elderly and disabled people live more independent lives. It lasted four years, involved hundreds of tenants throughout northwest Europe, developed an integrated platform for ICT services, and live-tested many products in tenants’ homes to measure their efficacy. The project found that ICT can be an effective and affordable means to improve quality of life.
Speaker: Donald Orr, Research Officer
James Richardson left the Army after 35 years to lead the UK’s largest veterans’ housing charity as its chief executive. He found bureaucratic, moribund and unimaginative delivery. His passion for real strategy and the need to deliver change set him about creating a new strategy for Haig Housing. He will describe this journey of personal and organisational transformation, highlight what he thinks strategy really is and why, in a sector where homes lasts hundreds of years, it is vital to get this bit right.
Speaker: Brigadier James Richardson, MBE, Chief Executive, Haig Housing Trust
The regulatory framework from the HCA requires boards of registered providers to understand their assets by having an asset register. Havebury Housing will share with its approach, covering the practicalities of setting up and maintaining an asset register, and demonstrating the real benefits that come from using it as a powerful tool in your organisation and not just a tick-box for regulation.
Speaker: Paul Rowley, Head of Information Services
Home Group will present how it has implemented a knowledge management solution to enhance the customer journey. This presentation highlights how the solution has been evolved to integrate across multiple channels to improve the customer and colleague experience.
Speaker: Chris Roberts, Head of Customer Service Centre and Michael McGuigan, Knowledge Manager
Showcasing how data analytics, Internet of Things technology and customer knowledge can find new niche markets for housing providers to support health and other front-line public services cope with the increasing demand they face.
Speaker: Lucie Glenday, Insights & Innovation
Using technology to create change is an aspiration nearly every business, organisation or society has had ever since the invention of modern science. Our relationship with technology is often a love/hate one, with the purity of your vision so hard to realise with the limitations and constraints of whatever emergent technology you have in your hands. So what is new, what is different about technology today that means you are going to achieve results that eluded you before?
Speaker: Richard Zaltzman. Director, Public Sector
At North Hertfordshire Homes, we’ve been shifting customers to digital channels for a few years. In this presentation, you’ll learn how we humanised digital to get our senior team to buy into it, we’ll show you what a tenant sees when they use our portal (what works well and why), we’ll share hard evidence showing what our customers do online, and we’ll share how digital fits into our response to the 1 per cent rent cuts.
Speaker: Randall Shortland, Digital Marketing Officer
Our experience over eight years of mobile working with a day-to day-repairs team and the implementation of mobile working this year with our void repairs team. What went well, what went wrong and future challenges.
Speaker: Mick Roberts, Repairs Operations Manager
As the government continues to redefine the remit of housing providers and reshape their financial environment, some are looking to the commercial sector for inspiration on how customer intelligence and analytics can be used to support tenants, protect income and maximise commercial opportunities. Orchard’s head of product strategy will give a briefing on Orchard’s partnership projects breaking new ground in this area.
Speaker: Aidan Dunphy, Head of Product Strategy
Paragon Housing: DR test day: Doing the unthinkable – How an IT dept. closed the office and got away with it
On 27 November 2015, Paragon closed down its head office for the day and carried out a disaster recovery test of its stand-by accommodation and equipment. This presentation delves deeper and explores the preparation, planning and execution of the test.
Speakers: Barry Alford, Head of ICT, and Dave Anthony, Network & Infrastructure Manager
The digital age provides significant new opportunities. In the housing sector, we are seeing moves to digital platforms for residents, mobile working for employees, the sharing of more data electronically and increased use of cloud technology.
Speaker: Neil Ward, Senior Manager
Over the past 12 months, Red Kite Housing has gone from using traditional housing officer-type roles to a new dynamic mobile work force. Using the Kirona mobile working solution to integrate with Open Housing, our ‘experience specialists’ react to dynamically-scheduled tenancy-related tasks with their iPads, such as things like fly tipping, boundary issues and home audits.
Speaker: Adam Rigg, New Media & Channel Specialist
A key part of RHP’s vision is to be one of the best service providers in the UK. We know that in order to achieve this vision, we need to be as easy to do business with as possible. In a sector where tenants traditionally have limited choices, we wanted to give them the choice, convenience and control to access our services, anytime, anywhere and from any device.
Speakers: Jonathan Creaser, Head of ICT & Amina Graham, Executive Director of Corporate Services
Seren Group (Reach): Our care and support services – Truly adding value through our integrated IT systems
In 2015, Reach (part of Seren Group) launched its new customer care and support system. From providing a user-friendly app for staff to truly integrating it with key business systems, Reach has been able to streamline many key business processes, has access to much richer management information, and provides a real-time window into the care and support that is being received by its clients.
Speakers: Mandy Garrett, ICT Director for Seren Group and Tirzah Anderson, Head of Floating Support Services for Solas, part of the Seren Group
The presentation will explore the new ‘Pay-to-Stay’ legislation that will come into force in April 2017 and will focus specifically on any changes that will need to be made to existing housing systems to support this legislation. The presentation will summarise the current understanding of the Pay-to-Stay legislation as defined in the Housing and Planning Bill and the proposed legislation. The extent to which information will be shared between RSLs and HMRC will also be discussed and its impact on IT resources.
Speaker: Chris Deery, Head of ICT
Southern Housing had a dated, fragmented IT Infrastructure that was not providing end-users with the experience they wanted or needed. Over the past 18 months, the group has embarked on a period of significant modernisation that will culminate in a major move to cloud-based services to support flexible and agile working.
Speaker: Mark Lyons, Head of IT Architecture
Sovereign Business Integration Group: It’s not a case of if, but when – Protecting your organisation from cyber attack
We’ve all read about attacks such as Ransomware, but what does an attack look like? Is it obvious that you have been attacked? What do you need to do if you are hacked? Organisations need to be prepared. This session will look at what attacks really looks like, the effects to an organisation, the restoration process, timescales for recovery and ultimately, what you can do to mitigate the risk of being attacked.
Speaker: Kevin Doran, CTO, and Tim Cowland, Principal Consultant
Thames Valley Housing’s vision for online services had great feedback from the sector. It was ‘digital by design’ (not by default), aiming to put customers at the centre and make the service so intuitive that people prefer to use it. We’ve been working with our web development partner, DXW, since 2013 to deliver new features to customers and staff. What have the practical hurdles been, and where are we on the journey?
Speakers: Caroline Morgan, Head of IT, and Howard Dawson, Deputy Director of Housing
unITe Solutions (incl. Severnside Housing): Beyond the breach – The reality of a cyber attack (pending link to presentation)
Using the experience of living through the reality of an actual cyber attack, this presentation will attempt to provide a journey from start to finish, including the obvious and the not so obvious issues that we discovered along the way. Not a toolkit to make your organisation 100 per cent secure, but hopefully an insight into what really happens and how you can move forward and address this ever-increasing threat.
Speaker: Ian Pritchard, IT Manager, unITe solutions for Severnside Housing and Shropshire Housing Group
Learn how WDH has approached the implementation of an enterprise mobile solution. Giving over 500 customer-facing employees mobile technology to support them in delivering best of breed customer service. Listen to the challenges encountered, how to overcome them and the benefits the investment has delivered.
Speaker: Louise Muirhead, Senior Business Analyst
Having bought Microsoft E3 Office365 licenses, the implementation hasn’t been as smooth as you’d think. This session will take you through how Wales & West Housing approached the process of deciding how best to utilise the individual products, the successful and the not so successful. If you are undecided about the value of Office365 or just want to share in the pain and the joy, this session is for you.
Speaker: Richard Troote, Head of ICT
Many organisations in the social housing sector have taken to social media platforms to engage with a variety of audiences including tenants, neighbours, local government, news media, and other social housing organisations. This presentation will outline research carried out in New South Wales, Australia, on how social housing organisations are realising the opportunities and navigating the challenges of social media. Good practice and ways to increase participation and dialogue in online spaces will also be discussed.
Jenna Condie, Lecturer in Digital Research and Online Social Analysis
WM Housing: Implementing a new housing management system, integrated with its customer service centre
In March 2012, WM Housing Group embarked on a journey to transform our organisation with the aspiration of providing excellence in everything we do, as determined by our customers, by 2019. In phase one, the programme encompassed business process review, procurement & implementation of business systems, group-wide restructuring and enhanced customer service centre. At the same time, we rebuilt our technical infrastructure and rationalised our office accommodation. Mad, possibly? You judge…
Speakers: Ian Tinsley, Director of ICT, and Elaine Cash, Programme Manager
Many housing providers use dynamic scheduling systems to improve the productivity of repairs workers. YHN has started to use the same technology to deliver wider organisational benefits. By providing mobile connectivity for staff working in our concierge, furniture and garden-care services with real time job allocation via handheld devices, YHN has revolutionised its systems and processes and vastly improved customer interaction and service.
Speaker: Mike Scott, ICT Manager (Projects)
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