oneserve presentation june 2014

A Presentation for: Blackpool Coastal Homes

By: Oneserve Business Development

innovate your service delivery

www.oneserve.co.uk | @oneserveco Commercial in Confidence

we connect people by delivering our solutions through the cloud• single, unified platform

• accessible anywhere

• unlimited scalability

providing complete visibility and accountability of your business processes

why Oneserve for BCH?

• fast implementation• social housing experience - HA/LA clients• integration with Orchard HMS• single solution managing all maintenance • voids, responsive, planned, gas• mobile working• reporting - productivity, (void) status, performance

what we do

mobile working solutionworkflow management - reactive/plannedworkforce schedulingsupply chain integrationcall centre software asset lifecycle planning business performance intelligenceparts & stock control

Voids Management

easy-to-use mobile working:

inspections

work creation

work completion

online & offline access

realtime connectivity - field & office

Configurable Reporting

• create specific KPI reports• productivity/utilisation of resources• individual job/activity status• forecast cash-flow • real time customer satisfaction data• job costing and variation control• drill-down detailed cost information

eg. total profit per employee

Oneserve Single Solution

End-to-End Work Management single solution

• workforce scheduling• direct labour & sub-contracted• SLA management• capture inspection results • complete compliance needs• stock & parts control• asset profiling

why Oneserve?

providingoperational

visibility

business &performanceintelligence

end-to-endsingle

solution

access anywhereanytime

why Oneserve in 2014?

graphical dashboards

visually measure operational performance

bar/pie chartsgraphsspeedometers

Summer 2014

a selection of our customers


Our Customers Results

25%

30%

40%

95%

Increase in productivity 75 mobile operatives able to do the work of 100

Cost saving Reduction in drive time and fuel costs £100 per van per month

Back office efficiencies6 people being able to do the work of 10

First time fix rateOur customers average first time fix rate increased

Southern Housing GroupOur recent project with Southern Housing could be considered phase 1 of their move to an in-house delivery for property maintenance.The operation in Kent is managing around 3000 properties. Work includes Reactive, Cyclical and Void Property maintenanceInterestingly their approach focused on the placement of the right operational people, with experience of the process, Oneserve bought Technology to support the process and its delivery. Key deliverable was an April 1st Go Live

Family MosaicHandy Man Service went live Autumn 2013 phase 1 Oneserve; currently being reviewed ahead of property surveyor service requirements being scoped, phase 2 Oneserve

Oneserve Housing Association Clients

Sovini GroupWork includes Reactive, Void Property maintenance and Gas ServicingSee case study and separate slide

Knowsley Housing TrustWork includes Void Property maintenance with contracting partnerSee case study

North Kesteven District CouncilContracted service delivery - mandatory contractual use of Oneserve by co contracting partners - multiple instances of Oneserve being connected by interface - project Go Live June 2014. Work includes Reactive, Cyclical, Void Property maintenance and Gas Servicing

North West Leicester District CouncilIn-house service delivery plus property surveying - Project began May 2014

Oneserve Housing Association Clients


Call center Integration

Workflow Processes

Asset Management

Supply Chain

Financial Management

Real-time Scheduling

the oneserve solution

configurable work flows

work with us so we understand your process and which roles in your

business need to see what information

different views of Oneserve are available to different user types

example Oneserve servicing processes

your business process in oneserve

converting your process into Oneserve

Oneserve - customer configured process

voids management dashboard examples

Oneserve - customer configured process

This process has been created by Oneserve working closely with our client - a bespoke void property management process

the complete dashboard view

Oneserve Super-User view - a complete workflow

Create different views for the varying roles involved in progressing a job from start to

finish

voids management - approach 1

Consider each void as an individual case?

Schedule inspections - the inspector adds each activity/task/job to return

the property to the required void standard…


using mobile APP, inspectors select the activities that are

required to return the void to a standard, this can be completed

room-by-room


use the “shopping basket” method to gather required

activities - create the need for additional appointments - the scheduling team will allocate

individually…


The Oneserve activity, “VOID Standard” is an example of

grouping popular/mandatory activities needed to return a

void to a standard

voids management - approach 1 & 2

Individual activities can be assigned to different resources

Schedule inspectors and operatives - direct or

contracted supplyAlternatively resources can

complete work within their skill set and request additional

appointments beyond their skill


the inspector or administrator moves the completed

inspection work through the process, by using the “stage”

buttons on the left


the job continues through the void process, providing

visibility to all involved at every stage - This represents a

significant advantage over existing methodology…

responsive maintenance simplicitysimple call handling

experience

QJC - easy customer search/creation

Site service alerts - recent/active/due

Qualify the response timeMove straight to scheduler

schedule tool - “Pooled View”

Simple scheduling efficiency - Oneserve “Pooled View”

selects resources based on availability, skill & geographical location

Manual over rides available - Oneserve “Fixed View”

configurable supply teams

manage different customers in a single solution - configure client

specific processes

schedule tool - “Fixed View”

Drag and drop a job to a specific resource Resource teams (suppliers) can be arranged based on

employment type - direct or subcontractedskill - multi trade or specific such as electrical

schedule tool - “Fixed View”

Colours highlight important factors contributing to operatives capacity

Blue - Drive TimeGrey - Pending workOrange - in progressGreen - completed


calendar view of resources

the job sheet - multiple tabs

Tabbed work sheet detailing all known data. Audit trail of all interaction with work. All edits made here will be recorded.

Cost information available at an activity level

unique Oneserve job number

mobile simplicity - smartphone or tablet

work process via the mobile APP

stock management

job sheet - real -time job costing

improve contract performance, change from what you think it cost

- to what you know it cost


reporting - performance transparency

Oneserve - standard reactive process

Oneserve - standard planned process

Oneserve - standard voids process

Oneserve - standard stock process


Case studies

what our customers say

“Oneserve’s willingness to understand our needs and work closely with us made the difference.”

James O’Rourke, Project Manager

“It’s David and Goliath stuff. Partnering with Oneserve has enabled us to win work against the odds – against some of the big players.”

Dean Bradley, Commercial Director

“The flexibility of the system allows us to report far more accurately and far more granularly”

Tim Hancock, Chief Executive


Vivark - How we helped save Vivark over £200,000 in year one

The challengeVivark inherited a labour-intensive paper-based system for managing their void properties. Whilst their back-office staff were able to access software systems to log information relating to jobs, their mobile workforce and subcontractors were still relying on a paper-based job management system.

The solution• Mapped and implemented a void management process • Integrated with Vivark’s supply chain• Providing real-time visibility and control of all work being

carried out by their subcontractors

www.oneserve.co.uk | @oneserveco

Case study

“We’re absolutely delighted with the benefits of the system which have totally exceeded our expectations.”

Tony Cahill - Vivark


Sovini Property Services – Project 65The challenge

Following an extensive end-to-end review of Sovini’s

business practices it was clear that productivity of the

repairs and maintenance services could be further improved.

The solution

We integrated the following tools into Sovini’s business to increase operative performance, allowing them to deliver £65k worth of work per year. • Void Management• Customer Relationship Management• Responsive Repairs• Gas Servicing

Sovini are currently on track to deliver productivity and

efficiency savings of over £400,000 this year.


Case study

“Oneserve has been the most significant change to our business in the last 15 years, the results have been tremendous.”

Geoff McKeating – Business Support Manager, Sovini


Family Mosaic - Handyman Service

The challenge

Our smaller, handyman, type jobs were not being effectively managed - tenant satisfaction was worsening and contractor performance was poor.

The solution• Engage, established, community based sole traders • Provide training - agree performance management• Invest in a collaborative job management solution,• Utilise integrated App via any smartphone• Create a transparent, automated business process

supporting their success


Case study

“We are already seeing improved efficiency in the scheduling and completion of tasks, with a positive impact on customer satisfaction and we’re excited to see how this will further benefit the business as our Handy Service grows” Mark Quinton, Handy Service Manager, Family Mosaic


Gilmartins

The challenge

Commercial contractor looking to win longer term contracts to give them the stability to invest and grow. Their IT system did not allow them to integrate easily into client systems and had limited mobile working and scheduling

The solution

Awarded a 10-year £36m contract in June 2012 on the back of implementing Oneserve and evidencing its impact at tender stage


Case study

“We’re a very IT aware business and see IT systems as vital to reducing our operating costs. We work together with the Oneserve team, helping to develop their software as they help us to develop and grow our business”

Managing Director

day-to-day repairs and investment works to:• 16,000 homes - Over 60,000 jobs a year • 175 engineers and operatives, 15 apprentices• Focus on first-time fix rate and customer satisfaction

Sovini splits Oneserve into 2 parts: 1. ’the technology’, which they describe as market-leading, helps them maximise productivity and make efficiency gains; 2. ’the people’, the management team which has worked with them to develop the product, and they describe Oneserve as ‘a natural fit’.

• Field operatives now undertake seven jobs per day• First-time fix rate now at 90%• Customer satisfaction levels now at 98%

“In the last six months we’ve increased productivity by a further 25% by working closely with the Oneserve team”

Sovini Property Services - a Oneserve customer…

Oneserve - HA & LA customers

HA /LA Reactive Planned Work on Tenancy

Voids Gas Service Well Being Handy Man Surveying

Live Project

Sovini ✔ ✔ ✔ ✔

KHT ✔

Shoreline ✔ ✔ ✔ ✔

Family Mosaic ✔

Southern Housing ✔

Go Live 2014

NWL ✔ ✔ ✔

NKDC ✔ ✔ ✔ ✔ ✔

Review 2014

Family Mosaic ✔


How we work with you….

www.oneserve.co.uk | @oneserveco Commercial in Confidencewww.oneserve.co.uk | @oneserveco

Implementation1 Define project goals

2 Business analysis

3 Tailored project with milestone

4 Design

5 Build

Options:

Fast start process maps

Fast start configuration

Process mapping/lean Consultancy

7 Testing

8 User Acceptance Testing

9

10 Go Live

6 Configure

Training

integration

live interfaces include:

Housing Management:NorthGate - Guinness Hermitage, Family MosaicOrchard - Southern Housing, OriginAcademy - Dartford CouncilMicrosoft Dynamics - A2DominionFinance:Open AccountsSage

We have previously interfaced with MIS Active HBournemouth Churches Housing Association


Award winning team: We’re here for you 100% of the way. Our customers

work with us again and again so we must be doing something right – why not have a chat with them yourself

Continuous innovation: We’re constantly working on new innovations

and exciting developing. And thanks to our cloud based platform, you’ll benefit from them straight away

Single platform: With everyone using one system, you’ll all be ‘singing of

the same hymn sheet’. It’s easy to track, monitor and report on business processed throughout your organisation

Reasons

Giving you control: With a single source of data and and information being

updated in real-time, you’ll have complete visibility over your entire operations, live

Improved collaboration: With you’re call centre, field service, contractors

and back office functions all connected in real-time we remove all the bottle necks and the need for any paper based working

Happy customers: With live scheduling, you can schedule appointment at

a time suitable for your tennents. And with SMS reminders and improved first time fix rates you’ll have happy customers

Benefits


Awards

Most Innovative IT System Housing Innovation Awards 2013: WINNER

Most Innovative IT System Housing Innovation Awards 2014: FINALIST

British Building Maintenance Award 2013, Oneserve2Oneserve: WINNER

UK IT Industry Awards Computing & Chartered Institute of IT 2014: FINALIST


Customers Awards

The Sunday Times, ‘Best Not-for-Profit organisation to work for’ 2012, 2013

‘Maintenance & Frontline Housing Team of the Year’ 2011, 2012

British Building Maintenance Awards 2013 – ‘Innovation award’ winners for void refurbishment approach


Technology, Infrastructure & Support


Our Platform

Application Technology

Application: Java – Wicket, Struts,AJAX, Hibernate

Search: Lucene/Solr

Graphical Widgets: Highcharts

Databases

SQL Server 2012 on Windows

Web Servers

Apache running on Linux

Integrated Systems

SMS:BoomerangClickatell

Mobile

HTML5Off-line storage JQuery

Application Servers

Apache Tomcat on Linux


Infrastructure & SupportInfrastructure• Tier 3 data center within Globalswitch, Docklands• Virtual servers in a resilient and balanced n-tier architecture• Monitored 24/7 and supported by our cloud hosting specialist, Hyve• Monitored by Oneserve using leading New Relic• Escrow options provided by NCC for source code, data and service continuity• Option to dual locate the service for additional security

Support• Second and third line support 8:30 to 5:30pm• Zendesk support system for raising calls • Access to the Oneserve knowledgebase


HA Load Balancer

Load Balanced Web Servers

Application Servers

Database Servers

Cluster 1Node 1 Node 2

Cluster 2Node 1 Node 2

SFTP Server Web ServicesTalend

Reports Server

Infrastructure


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Jobs

Appoint-ments

Costs

Documents

Stock

Job creation details

Appointment creation

Job updates

Appointment updates

Locations and People

Costs and Sales Values

Approvals/Queries

Applications/Invoices

Parts Purchase Orders

Goods Received Notes

Job acknowledgements

Parts InvoicesParts Suppliers

Example interface transfers

Integration – General Structure


Oneserve

SchedulerHMS/CRM

Talend Orchestration

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Integration – Client Example

why oneserve?

Manage performance, productivity and profitability

12 years in production

£10 million invested

40 customers serving over 250 clients

Over 2,000 mobile users and 2,000+ web resources

Growing at 50% per annum

Integrates with client, ERP and suppliers

Proven to manage 1 million jobs per year and 3,000+ mobile users


our collaborative solution

for service-managementAward-winning Software

Designed for Social Housing

To Deliver Transformational Change

And Create Happy Customers


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Appointment details

Appointment requestCreate job

Trigger Resource Request

Store latest schedule

Issue jobs to mobile resources

Capture job costing info

Manage customer interactions

Manage assets and stock/parts

Schedule job

Optimise Schedule

Dynamically adjust schedule

Reschedule jobs

Manage Jeopardy jobs

Manage skills and availability

Manage costs and revenue

Appointment changes

Job changes

Mobile progress updates

Integration – Dynamic Scheduler


Call Centre

Improve customer experience

Live appointment booking in a single call

Appointment reminders via SMS

Planned Works

Monitor completion of planned works

Keep track of materials used costs and invoicing

Servicing

Managed and schedule annual servicing appointments

Void Management

Award-winning void management software

Set up and manage each void as a single job

Quoted Works

Raise and issue quotes and manage their acceptance

Gas & Compliance

Track service records & renewals

Ensure 100% compliance

Historical record lookup

Reactive Maintenance

Real-time job management and scheduling

Geographical scheduling

Improved first time fix rate & customer satisfaction

4 reasons to choose Oneserve

Quick ROI

Seamless integration

Fast, flexible & easy-to-use

Visibility

oneserve presentation june 2014

Documents

oneserve business development

void property maintenance

single solution access

sovini group work

maintenance voids

orchard hms single solution

void status

cloud single