1. :: TM :: Mobile Working: Case Study Bromford Housing Group Presentation to Direct Works Forum 12 September 2006

2. :: TM :: Mobile Working: Case Study Bromford Housing Group contents  Introduction  Survey results  Case study  Summary  Questions

3. :: TM :: Mobile Working: Case Study Bromford Housing Group Introduction Who are we?  Software house  Solutions for mobile workforce  Web-based, zero client technology  Flagship DLO management system Why are we here?  Look at innovative mobile working solution  Demands from sector  One client’s experience

4. :: TM :: Mobile Working: Case Study Bromford Housing Group Survey  Almost 50 respondents  Senior DLO operations staff  From 2 to 325 employees  Telephone survey  Provisional results  Sample to be increased

5. :: TM :: Mobile Working: Case Study Bromford Housing Group Survey – How is you repairs service delivered?  Only 6% of RSL’s deliver their repairs through an internal DLO  42% outsource all repairs to a private contractor  52% run a DLO and outsource some of the repairs to a private contractor  Where delivery is mixed, 63% of all repairs are delivered by the DLO  50/50 split whether RSL or DLO selects the contractor

6. :: TM :: Mobile Working: Case Study Bromford Housing Group Survey – How are repairs calls managed and serviced?  65% of RSL’s have their repairs calls answered in-house during working hours  19% are answered by DLO staff  Only 14% of contractors with an outsourcing contract answer the repairs calls for their RSL  83% of RSL’s have a third party taking out-of- hours repairs calls  Over 50% of these RSL’s use a call centre provided by their local authority  Only 11% of OOH services return data to their RSL electronically (another 14% by email)

7. :: TM :: Mobile Working: Case Study Bromford Housing Group Survey – What systems are you using?  28% of RSLs using IBS Open Housing for their housing management system  19% use Orchard and 17% CTX Comino  86% of RSL’s have their finance and housing management systems integrated  83% of DLO’s are managed using the repairs module of the RSL’s housing system  Servitor and Uniclass were the only other DLO management systems named  17% of RSL’s have their DLO management system integrated with their main contractors

8. :: TM :: Mobile Working: Case Study Bromford Housing Group Survey – Are you looking at mobile technology?  72% of DLOs do not have a mobile interface to their management systems  74% of those without a mobile interface are planning to introduce one  A third of those are planning to buy a mobile solution in the next 3 months  Two-thirds have not yet selected a mobile solution  Of those that have, 75% are trialling the mobile interface to the repairs module of their housing management system

9. :: TM :: Mobile Working: Case Study Bromford Housing Group Survey - What DLO system features are the highest priority?

10. :: TM :: Mobile Working: Case Study Bromford Housing Group Survey – What features are important?

11. :: TM :: Mobile Working: Case Study Bromford Housing Group Case study - Background  Bromford Housing Group  BMS Property Care subsidiary  Partnering with other RSLs  Gas servicing and repairs for BHG  4,500 properties managed in 2005/06  Sub-contract 60% of work  21 admin and 18 full-time operatives  Ageing job management system

12. :: TM :: Mobile Working: Case Study Bromford Housing Group Case study - Challenges  De-centralised management  New contract doubling turnover and properties  New depot in Birmingham  Partnering with 2 private contractors  No visibility of jobs once left office  3 days per month producing KPIs  No stock control  New finance system  Lots of duplicate data entry

13. :: TM :: Mobile Working: Case Study Bromford Housing Group Case study - Solution  Looked at 12 systems and 3 in detail  Selected impactRESPONSE for: –Widest feature set on the market –One single solution to manage whole DLO –Designed to support ‘partnering’ –Ability to quickly customise to requirements –Access to management information –‘Zero client’ to reduce reliance on IT Services –Web-based to allow remote hosting and access

14. :: TM :: Mobile Working: Case Study Bromford Housing Group Case study – Timetable  Placed order in January 2006  Prototype released mid-Feburary 2006  Pilot March 2006  Roll-out to new depot in April 2006  Finance integration in May 2006  EDI integration in June 2006  Enhanced KPI’s in July 2006

15. :: TM :: Mobile Working: Case Study Bromford Housing Group Case study – Key benefits  Doubled turnover instantly  Added just 3 new admin staff  Improved cashflow with faster invoicing  Added new depot without waiting for corporate systems  EDI provides instant data updates with main contractor/partner  Real-time visibility of all works – especially operatives’ progress  Instant KPI reports for RSL partners  Customer extranet for self-help with progress information  Instant management information so we can see what we are doing right/wrong!

16. :: TM :: Mobile Working: Case Study Bromford Housing Group Case study – Key issues  Only one contractor currently has system to support EDI  New client has still not sorted out EDI interface  Should have invested more time upfront in training  Should not have deployed new finance system at the same time  Worth spending more time on discovery as EDI specification was initially too simple  Stock control still not fully implemented – need to rationalise suppliers

17. :: TM :: Mobile Working: Case Study Bromford Housing Group Summary (1) Mobile solution  Live for over 2 years Any Windows PDA (domestic / industrial), eg XDA Operative tracking  Live progress on each job PDA tracking in pilot Scheduling  Appoint all jobs Availability, skills & proximity KPIs  Housing Corporation format Export detailed analysis Health & safety  Risk assessments on PDA Statutory certificate production on PDA

18. :: TM :: Mobile Working: Case Study Bromford Housing Group Summary (2) SMS text messages  Appointment reminders and confirmation ETA alerts from PDA when operative en route Stock control  Impress van stock and stores management Purchase orders via PDA Web-based  Back office, branch and operative access No client installation required Route planning  Under development with Theaa.com

19. :: TM :: Mobile Working: Case Study Bromford Housing Group Contact us Tel: 0870 046 3356 Email: enquiries@impactapplications.com Web:www.impactapplications.com In person:Wolverhampton, London and Preston Or see us at the stand in reception! (Look for the purple tablecloths)