1 Getting the most from your housing & repairs software systems G 28th November 2013

2 Introduction Neill Bell

3 About us Civica is known for systems that deliver improved customer service, greater efficiency and real value for money

4 Changing Vision & Strategy in the marketplace

5 Repairs Solution – Main Components Tenant and Property database Job management Job Costing Asset Management Repair Diagnostics Tenant and Property database Job management Job Costing Asset Management Repair Diagnostics Customised CRM Client & Tenant self service portals Appointments and resource scheduling Mobile operatives, pre & post inspections. Sub Contractor portals for work notification and updates Day to Day Voids Cyclical service Programmed Internal and outsourced material management Customer Surveys Operational, financial and management reporting Mobile apps for self service

6 “Standard” approaches Single supplier OR Best of Breed Housing & Repairs - 2 separate repairs systems OR 1 Single Repairs system

7 Typical Traditional System Flows HOUSING MANAGEMENT CONTRACTOR REPAIRS DRS OPTITIME Operative Mobile FMS SAMPLE 1 TENANTS OTHER CUSTOMERS EXTERNAL CONTRACTORS SUB CONTRACTORS ASSET MANAGEMENT

8 Repairs Interfaces SAMPLE 1 OPTITIME CONTRACTOR CONTRACTOR CONTRACTOR CONTRACTOR HOUSING HOUSING HOUSING HOUSING FMS FMS FMS FMS Stock Movements Creditor Invoices Internal Recharges External Recharges Job Loader Property & Tenant status changes Events Invoices OPTITIME TENANTS EXTERNAL CONTRACTOR OTHER CUSTOMERS SUB CONTRACTORS

9 “Alternative” Approach (existing & new customers) CRM, PORTALS VIA CONTRACTOR CONTRACTOR CONTRACTOR CONTRACTOR CONTRACTOR HOUSING HOUSING HOUSING HOUSING FMS FMS FMS FMS Stock Movements Creditor Invoices Internal Recharges External Recharges Property & Tenant status changes OPTITIME TENANTS EXTERNAL CONTRACTORS OTHER CUSTOMERS SUB CONTRACTORS CRM

10 Also Consider the Client’s Side The Client Residents Properties Contractor Update Own Systems New Jobs Queries Whats Going On? Problems? Help? How Easy is it for the Client? Can they access Information quickly and easily? Is information at their finger tips? Can they deal with Resident queries there and then? How much of a brickwall is there with the Contractor?

11 Integration Standard and Open Access

12 Using Websites to Provide Accessibility and Reduce Costs CONTRACTOR Web Services External Tenant Portal Client Portal Contact Centre Portal

13 5 Good Reasons for a Client Portal Provide functionality, visibility and information to the Clients fingertips Gain competitive advantage by providing tools to Clients Reduced administration work for All Be in control and focus on the exceptions Standard model that could offered to all Clients

14 Integration with Contractor Repairs Mobile solutions  Provider Mobile  3 rd party Mobile Xmbrace DRS (Optitime) Project Planner Other Partners - Asset Management - Diagnostics - Asbestos - Barcoding - Outsourced Mats Native & Partner Integrations CONTRACTOR Standard Package of Jobbing Webservices Web Portals Client Systems Other Jobbing Data Interfaces Standard & configurable XML Import Interfaces Properties / Locations Tenants / Tenancy Red Flag alerts Library of Third Party Interfaces Housing Management Job Loaders Job Updates Variations & Cancellation Approvals / Rejections Finance Systems Asset Management Systems Outsourced Material suppliers Mobile Gateway for Third Party Mobile Solutions. For non supplier Mobile Apps Webservice package. Customised (Bespoke) interfaces Developed to meet specific requirements

15 Questions ?