F r e s h t h i n k i n g i n a m o b i l e w o r l d South Staffordshire HA’s Integrated Mobile Solution Richard Chambers.

f r e s h t h i n k i n g i n a m o b i l e w o r l d

South Staffordshire HA’sIntegrated Mobile Solution

Richard Chambers

f r e s h t h i n k i n g i n a m o b i l e w o r l d

Content

• South Staffordshire HA • Limesoft Ltd• Original difficulties• The implemented solution • Lime Mobile demonstration

f r e s h t h i n k i n g i n a m o b i l e w o r l d

South Staffordshire HA

• Based in West Midlands• LSVT in March 1997• Approx 5,100 properties• Spread over a large rural area

(400,000km²) • No major Towns or Cities• Border 9 other Local Authorities • 60 minute Travel Spread

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South Staffordshire HA Background

• Call Centre (Customer Services Team)• 400 – 500 Calls per week• DLO (50+ Operatives)• 25,000 Jobs per year• Split Locations (1 HQ + 2 Depot’s)• No Direct Customer Access into the DLO• DLO service SSHA other Local

RSL’s/LA’s• Operate a ‘Cash Value’ system

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Limesoft Ltd

• Cheshire based software house• Specialising in the provision of mobile

working solutions to Registered Social Landlords

• IT related consultancy services• Over 16 years experience in the sector• Microsoft partner• Comino partner

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Original Difficulties

• SOR Codes gave a ‘best guess’ at the solution• Most jobs had variations/additions• Committed expenditure difficult to calculate• Priority varied dependant upon caller/call handler• Paper based job tickets with time consuming data

entry• Operatives having to return to depot to pick up

jobs• Reliant on mobile phone messages for

emergencies

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The Solution

Lime MobileNotify Operative

Record SOR Codes

Get Customer Satisfaction

Get Customer Sign-off

Complete Job

Update Back Office

SpecifiDefine Problem

Allocate Priority

Back OfficeManage Resources

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Specifi Objectives

• To be able to accurately diagnose the problem/solution

• To ensure that only the required jobs were given appointments

• To be able to map resources required• To allow SSHA to use on-going experience to

refine the solution

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Specifi Principles

• Don’t try to find the solution• Focus on defining the problem• Ask the right questions• If a question doesn’t effect the outcome then don’t

ask it• Don’t try to pass the operative an SOR code• Tell them what the symptoms are

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Specifi Principles

• Remove the Call Handlers ability to change the priority

• If Circumstances exist that could lead to a change in priority then ask that question

• Examine what questions will effect the priority and ask them

• Remove the Packaged work• Establish how long a problem will take to solve• Which trades need to be involved• If circumstance effect how long a job will take –

ask the question

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Specifi Principles

• Use historical data to predict the future• What is the average time taken to solve this

type of problem• What does this problem usually end up costing

the organisation

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Traditional Diagnostic Tools

Blank Canvas

Add Questions and information Hints

SOR1 Text

SOR2 Text

SOR3 Text

SOR4 Text

Link to existing SOR codes

Create Mapping

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Typical SOR Code

• Pan : Renew W.C pan fixed to floor including any plugging- renew W.C.cone- remake flush and soil pipe

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Specifi

Blank Canvas

Add Questions and information Hints

Builds Dynamic Task Codes

TC1 Text

TC2 Text

TC3 Text

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Specifi Task Code

• PLUMBING: The problem is with the toilet/s. There is more than one toilet. The toilet is cracked/broken. The toilet pan is cracked/broken. It is leaking. It is flooding. It is effecting the electrics.

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Lime Mobile

• Generic Mobile Working solution• Not tied to any back office system• Utilises the latest Microsoft

technologies• .NET

• Windows Mobile 5

• Microsoft Pocket PC based• Device independent• Network independent

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Pocket PC Device Options

Pocket PC Phone Edition

Pocket PC

or +

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Pocket PC Benefits

• Very portable, pocket size• Instant power on and power

off• Can work without network

connection• Low network costs• Email on the move• Cheap to purchase• Combined phone and PDA• Excellent battery life

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Lime Mobile Infrastructure

Back Office Internet

GPRS, 3G, Wireless or Active

Sync

Web ServerFirewall

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Lime Mobile Integration

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Lime Mobile Modules

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Windows Mobile Modules

Lime Mobile Integration Layer

Housing Management System

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Lime Mobile Features

• Modular with common user interface

• Work tray• Web based management console• Automatic synchronisation of data

with host server• Local data cached• Local data encryption• Device kill facility

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Lime Mobile Modules

• Contractor workforce management– Electronic despatch of works orders– Variations– Job completion– Customer satisfaction surveys– Customer sign off– Health and safety checks– Vehicle stock management– Appointments– Attendance logging

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Lime Mobile Modules

• Customer questionnaires– User defined on host server– Flexible– Validation criteria– Dependant questions– Pictorial representation

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Lime Mobile Modules

• Stock condition surveys– Based on existing data structures– Attribute definitions– User defined survey questionnaires– Multiple occurrences– Cloning

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Lime Mobile Lone Worker

• Optional tracking of devices• Log onto lone worker monitoring

systems• Scheduled check ins• Panic button• 24/7 365 days a year call centre

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Lime Mobile Demonstration

Richard Chambers

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Questions

Richard Chambers