ADRIAN WILGOSS

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• ADRIAN WILGOSS
• HEAD OF MAINTENANCE

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• Todays Presentation
• SBHAs unique partnership with CMS
• (Collective Maintenance Solutions)
• The open book partnership
• The new IT system - Accuserv

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• About SBHA
• West London based
• 5000 properties mixed tenures
• Small geographical area
• 1.5m per annum RM and voids
• 12,000 repairs per annum and 300 voids

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• Background to CMS Partnership
• Year 2000 tendering round
• 4 small contractors appointed
• Key areas requiring improvement
• Early partnering
• Formation of contractors workgroup

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• Background to CMS Partnership
• 2005 Re-tendering
• From 4 to 2 larger areas
• Desire to attract fewer, bigger contractors
• Existing companies too small for new areas !

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• Background to CMS Partnership
• Formation of CMS 2005
• From 3 of the existing contractors consortium
• Outcome of 2005 tenders CMS appointed (1 area)

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• The move towards full partnering
• 2006 contract review
• CMS contract extended to all areas
• Positives and negatives about CMS

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• The move towards full partnering
• February 2007 open book partnering
• discussions begin
• Aims.

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• The move towards full partnering
• AIMS
• Improve communication
• Dedicated workforce
• Improve value for money
• New IT system

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• Open Book Partnering Model
• Detailed assessment of.
• Volume and type of work
• Labour and management resources
• Assessment of operational costs
• Likely productivity of workforce
• Agreed profit
• Annual cost of service agreed

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• Introduction of Single Call Centre
• Phased implementation
• Change of staff
• Training
• Office move
• New IT system

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• IT System Implementation Project
• Consideration of options
• Selection of preferred system
• Implementation workgroup established
• Agreement of project critical path
• Project workgroup structure

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• IT System Functionality Requirements - SBHA
• Repair reporting and monitoring
• Performance management
• Cost management
• Organisational structure
• Property database
• Appointments
• Tenant details and attributes
• Property warnings
• SMS and Mobile Working

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• IT System Functionality Requirements CMS
• Work scheduling
• Job progression
• Operative productivity
• Subcontractor management
• Job costing
• Internal KPIs
• Final accounts
• Standard forms and letters
• Mobile working

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• How Accuserv Works Repairs Management
• Each repair is recorded as a Job
• Details held at Job level
• Address, tenants name, phone number
• Date reported, target date, priority
• Contract and cost centre

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• How Accuserv Works Repairs Management
• Each stage of the job is recorded as an event
  within the job details typical events are .
• First visit
• Surveyor request pre-inspection
• Follow on visits
• Failed access
• Post inspection
• Customer satisfaction survey

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• How Accuserv Works Repairs Management
• Each event records the details of that stage of
  the repair
• Task description
• Appointment date
• Operative or sub-contractor name
• Estimated time to complete
• Event outcomes are also recorded
• Date attended on site start and finish time
• Description of works done and any required follow
  on work

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• Accuserv Implementation Go Live Process
• 4 weeks before
• Set up infrastructure and network requirements
• 2 week before
• Set up users
• Training
• Stop issuing routine jobs on the old system

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• Accuserv Implementation Go Live Process
• 1 week before
• Uploading properties, tenants details
• Upload tenant and property attributes
• Set up repairs policies
• Load operatives and subcontractors
• 2 days before
• Call centre staff intensive training
• Raising works orders ready for go live

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• Accuserv Implementation Go Live Process
• Go Live Day
• Trainer to be available (first 2 days at least)
• IT department on call
• Accuserv and SBHA project managers on site

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• SBHA Go Live was 1st October 2007
• Customers have said that they did not notice !
• System was fully functional from day 1
• First 6 months - zero down time
• All existing functionality was immediately
  available
• Immediate service improvements

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• Why The Project Went Well
• Not rushed no time pressure
• Phased implementation , stage by stage
• Focused project management
• Support of SBHA IT department
• Commitment from senior management
• Availability of Accuserv staff

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• Why is Accuserv a Good Choice
• Tried and tested off the shelf product
• Reliable implementation team
• Open to system development suggestions
• Realistic and honest about targets
• Good on-going support
• Ideal solution for our open book arrangement

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• What next ???
• Mobile working
• Procurement for Housing
• Sub contractor access
• Link to Opti-Time
• All this functionality is already available on
  Accuserv

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• Benefits of Mobile Working
• Reduction of paperwork
• Better accuracy - time and date recording
• Immediate repair updates
• Optimum productivity of workforce

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• Summary
• Through careful planning and project management -
  Accuserv is.
• Straight forward to implement
• Easy to use
• Provides a good client and contractor interface
• Meets both client and contractors needs

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• Summary
• Accuserv is ideal for our needs because....
• Suits our open book arrangements
• Can be easily adapted to meet our specific
  requirements
• Provides both client and contractor statistics
  and PIs
• Accessible, through Citrix for remote working
  through PDAs

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• Summary
• The future - Accuserv can.
• Be used for mobile working
• Be extended for new work areas and contracts
• Be adapted for data uploads PfH
• Be used to communicate with tenants SMS

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• We hope the SBHA and CMS experience has
  interested you
• ANY QUESTIONS ???