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Stop procrastinating and get the cash in (Dave)
Paul Lees and Brian Moran
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Housing associations are like Space Shuttles
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Income collection is an O-ring process
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A weak process is bad for the business and bad for the tenant
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What is the weakest link in the income collection process?
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How can we make the process more efficient and effective?
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BA
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CourtDebtLegal action
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CourtDebtLegal action
InformIdentify
Issue NSP Apply to CourtWarn
Chase
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CourtDebtLegal action
InformIdentify
Issue NSP Apply to CourtWarn
Chase
Couldn’t identify “true” arrears
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CourtDebtLegal action
InformIdentify
Issue NSP Apply to CourtWarn
Chase
Couldn’t identify “true” arrearsCouldn’t identify which cases required action
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CourtDebtLegal action
InformIdentify
Issue NSP Apply to CourtWarn
Chase
Couldn’t identify “true” arrearsCouldn’t identify which cases required actionIncorrect prioritisation of cases
![Page 14: Stop procrastinating and get the cash in (Dave)...Stop procrastinating and get the cash in (Dave) Paul Lees and Brian Moran Housing associations are like Space Shuttles Income collection](https://reader033.vdocument.in/reader033/viewer/2022042621/5f4eb8c40b34d22c1062a5e8/html5/thumbnails/14.jpg)
DebtLegal action
InformIdentify
Issue NSP Apply to CourtWarn
Chase
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DebtLegal action
Issue NSP Apply to CourtWarn
Manually making telephone calls
InformIdentify Chase
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DebtLegal action
Issue NSP Apply to CourtWarn
Manually making telephone callsManually sending out letters
InformIdentify Chase
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DebtLegal action
Issue NSP Apply to CourtWarn
Manually making telephone callsManually sending out lettersVariability in performance of staff
InformIdentify Chase
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DebtLegal action
Issue NSPWarn
InformIdentify Chase
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DebtLegal action
Issue NSPWarn
InformIdentify Chase
Variability in staff performance
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DebtLegal action
Issue NSPWarn
InformIdentify Chase
Variability in staff performanceHuman error
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DebtLegal action
Issue NSPWarn
InformIdentify Chase
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CourtDebtLegal action
InformIdentify
Issue NSP Apply to CourtWarn
Chase
![Page 23: Stop procrastinating and get the cash in (Dave)...Stop procrastinating and get the cash in (Dave) Paul Lees and Brian Moran Housing associations are like Space Shuttles Income collection](https://reader033.vdocument.in/reader033/viewer/2022042621/5f4eb8c40b34d22c1062a5e8/html5/thumbnails/23.jpg)
MachineHuman
Vs
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Fail
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P.I.C.N.I.C.
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CourtDebtLegal action
InformIdentify
Issue NSP Apply to CourtWarn
Chase
HumanMachine
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CourtDebtLegal action
InformIdentify
Issue NSP Apply to CourtWarn
Chase
HumanMachine
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Data extract
Processes data
Imports data
Imports data
Generates letters
Moves arrears stage
Telephone calls Text messages
Exports data
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0Tuesday 4 March
Data file received from Mobysoft10:3
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Data file received from Mobysoft
Automatic import into housing management system0Tuesday 4 March
10:3
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Data file received from Mobysoft
Automatic import into housing management system
c260 arrears cases automatically escalated1Tuesday 4 March
10:3
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Data file received from Mobysoft
Automatic import into housing management system
c260 arrears cases automatically escalated2Tuesday 4 March
10:3 Automatic export to Housing Contact Company
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Data file received from Mobysoft
Automatic import into housing management system
c260 arrears cases automatically escalated
2Tuesday 4 March
10:3 Automatic export to Housing Contact Company
Calls begin to all early stage arrears cases
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“Please call Adactus about your rent account”
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“Please call Adactus about your rent account”
Call answered? Mobile?No
Yes
Tenant in arrears and no payment or agreement made
No Try again later today
Check again tomorrow
Yes
Send a text
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It can't be reasoned with.
It can't be bargained with.
It doesn't feel pity, or remorse, or fear. And it absolutely will not stop,ever
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Data file received from Mobysoft
Automatic import into housing management system
c260 arrears cases automatically escalated
0Tuesday 4 March
14:4Export to Housing Contact Company
Calls begin to all early stage arrears cases
A human presses a button to print the letters
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Data file received from Mobysoft
Automatic import into housing management system
c260 arrears cases automatically escalated
0Tuesday 4 March
17:0
Export to Housing Contact Company
Calls begin to all early stage arrears cases
A human presses a button to print the letters
The postman collects the letters
![Page 40: Stop procrastinating and get the cash in (Dave)...Stop procrastinating and get the cash in (Dave) Paul Lees and Brian Moran Housing associations are like Space Shuttles Income collection](https://reader033.vdocument.in/reader033/viewer/2022042621/5f4eb8c40b34d22c1062a5e8/html5/thumbnails/40.jpg)
95%accuracy
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0complaints
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700%increase in contacts
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800calls each week
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calls:text
75:25
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42%cases contact us
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50%reduction in staff
![Page 47: Stop procrastinating and get the cash in (Dave)...Stop procrastinating and get the cash in (Dave) Paul Lees and Brian Moran Housing associations are like Space Shuttles Income collection](https://reader033.vdocument.in/reader033/viewer/2022042621/5f4eb8c40b34d22c1062a5e8/html5/thumbnails/47.jpg)
0increase in arrears
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www.adactushousing.co.ukwww.mobysoft.com
www.housingcontact.co.uk