OnTrack Digital 5 July 2012

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1 OnTrack Digital 5 July 2012 Tracker Network Conference 2012 what you may have missed? In late May almost 100 delegates from Housing Associations from across the UK converged on the Lion Court Conference Centre in central London for this year s Tracker Network Conference. Generating a real buzz, delegates had the perfect opportunity to network with like minded colleagues; hear important keynote presentations; shared experiences; and learn how to squeeze even more functionality out of their existing Tracker Suite software from Arena Partnership. Click here for the full story. New Tracker Version and Modules to be released in September In September we will be releasing the latest Arena Tracker Suite upgrade for all existing users and adding a couple of new optional Modules. For more about the new functionality and how we have enhanced many of the already popular and powerful features click here. An Independent View It is important to maintain perspective, so we asked a number of key people to provide their insight on several of the current burning issues in the housing and survey s sector. Euan Ramsay looks at Making sense of resident feedback and asks "Do the numbers add up?" while Antony Dyson looks at going equipped with the latest hand-held solutions for frontline staff. Andrew Greenhill ponders the important role for benchmarking and accreditation of performance within the new regulatory framework; and David Whelpton believes we can make our communications with residents more effective and better value for money by using the channels they prefer. Click here to read the full stories. Tracker training options The summer is often the perfect opportunity to spend some time familiarising yourself with several of the less frequently used tools within Tracker and a few hours of training could easily help you take the package to the next level. A number of effective options are available so click here to learn more. The Tracker Network Conference 2013 Don t miss out on this great event, put 23 May 2013 in your diary to join us at the King's House Conference Centre in Manchester. We are already planning a number of case studies presented by existing Tracker users, including how Tracker supports changes in welfare benefit arrangements and tenant scrutiny panels but we d also like to hear via your programme suggestions. Rowan House, Queens Road Hethersett, Norfolk, NR9 3DB Tel: info@arenapartnership.co.uk

2 Newsletter July 2012 Tracker Network Conference 2012 what you may have missed? In late May almost 100 delegates from Housing Associations from across the length and breadth of the UK converged on the Lion Court Conference Centre in central London for this year s Tracker Network conference. Generating a real buzz, delegates had the perfect opportunity to network with like minded colleagues; hear important keynote presentations; shared experiences; and learn how to squeeze even more functionality out of their existing Tracker Software Suite from Arena Partnership. On Thursday 17 th May almost 100 delegates from Housing Associations from across the length and breadth of the UK converged on the Lion Court Conference Centre in central London for this year s Tracker Network conference. Generating a real buzz, delegates had the perfect opportunity to network with like minded colleagues; hear important keynote presentations; shared experiences; and learn how to squeeze even more functionality out of their existing Tracker Software Suite from Arena Partnership. In addition to keynote presentations from four guest speakers, there was a series of Tracker Workshops and three best practice sessions that covered issues relating to understanding residents and meeting their priorities, including: profiling, feedback, targeted service delivery, evaluation, inclusion and participation. Delegates also had opportunities to both informally ask questions about Tracker and learn how others successfully use this powerful package. The Conference closed with a glimpse at future Tracker developments to be released later this year (click here for more details) and feedback from all delegates rated the conference as Good or Very good. Tracker Network Conference 2013: And looking to next year, put the 23 May 2013 in your diary at the King's House Conference Centre in Manchester. We are already planning to have a number of case studies presented by existing Tracker users, including how Tracker supports changes in welfare benefit arrangements and tenant scrutiny panels. More details in due course. New Tracker Version and Modules released in September In September we will be releasing the next Arena Tracker Suite upgrade to all existing users along with adding a couple of new Modules. This September will see the next upgrade being made available to all existing Arena Tracker Suite users - adding new functionality and enhancing many of the already popular and powerful features. Key features include: Improved resident profiling with additional Household status, Employment status, Personal income and Benefits fields; a wider range of Communication preference fields and more flexible Disability profiling fields 1 P a g e

3 Easier communication tools including addition of attachments and hyperlinks to s and linking Communication preference fields to creation of survey, and text lists Improved database management facilities Simplified processes for managing groups, navigating around CR Tracker and Impact Tracker, recording activities and expenses in Impact Tracker and evaluating events in Impact Tracker plus a wide range of simplified survey management processes Better networking with the facility to join specific interest groups within the Tracker Network and search for contact details of others with similar interests For a detailed summary of new additions and enhancements please click here. New modules also available We always strive to deliver the functionality and features you need to deliver the best services and support to your tenants so two additional modules are also being released this September. Household Tracker will allow users to build a profile of each household and the property they live in - which can provide a real oversight when it comes to managing universal credit issues or helping with the targeting of services. itracker is optimised for use on an ipad and can be used to access resident data, recording participation or conducting surveys on the move. You can view a resident s details and profile; record their participation; complete a survey there and then; look up a group; and record their participation. All the information is then synchronised with the main records. An Independent View It s important to maintain perspective, so we asked a number of key people to provide their insight on several of the current burning issues in the housing and survey s sector. Euan Ramsay looks at Making sense of resident feedback and asks if the numbers add up, while Antony Dyson looks at going equipped with the latest hand-held solutions for frontline staff. Andrew Greenhill ponders the important role for benchmarking and accreditation of performance within the new regulatory framework and David Whelpton believes we can make our communications with residents more effective and better value for money by using the channels they prefer. Resident feedback and data protection Euan Ramsay of Shore Consult gave the keynote address on Making sense of resident feedback at the recent Tracker Network Conference: He reminded delegates that the NHF Code of Service Delivery and Accountability recommends taking resident satisfaction seriously, as the single most important standard for judging overall business performance Euan highlighted the differences between: two or three year snapshot satisfaction surveys (STAR); continuous monitoring of key services ( tracker surveys); and qualitative exercises (focus groups, customer panels, resident inspections, formal resident groups, etc.) 2 P a g e

4 And he reviewed the key principles of questionnaire design and the pros and cons of different survey methodologies Mobile working Antony Dyson of Emerald Design told delegates that hand-held technology is becoming a standard tool for frontline staff and explained: Hand-held devices are now widely available and routinely used Are currently used by landlords for a range of applications including: Choice based lettings; Reporting of issues (e.g. Repairs, ASB); Job search; Getting involved; News and social media feeds; Advertising properties; Contact details for neighbourhood teams; Benefits advice and calculators The benefits being obtained include: Streamlining working practices; Reducing paperwork; Helping vulnerable residents; Submitting reports of things they see on the streets The future of accreditation Andrew Greenhill of QHS believes there is still an important role for benchmarking and accreditation of performance within the new regulatory framework: He argued that there is now no effective customer service regulation and that economic regulation is now all that matters That it s important to share information with stakeholders, not data And landlords should only share information which serves a purpose to enlighten, motivate, reassure or help Communicating with residents in their preferred way David Whelpton of Broadgate Communications believes we can make our communications with residents more effective and better value for money by using the channels they prefer. He exposed many of the excuses used for avoiding this approach including: Tenants tend to use PAYG phones so it is hard to keep track of their numbers Many tenants don t have access to a computer with broadband The type of information we send out won t work in these formats He then went on to review the potential benefits, including: People will read the information and take more notice They will be more satisfied with the provider It will provide value for money Tracker training options The summer is often the perfect opportunity to spend some time familiarising yourself with several of the less frequently used tools within Tracker and a few hours of training could easily help you take the package to the next level; a number of effective options are available. When Arena Tracker Suite is initially set up, a technical workshop is included to agree the site specification, train the initial administrators and users, and a review would is then completed once you had got up and running. Further training is then available as required. This includes basic training for new staff; refresher training for existing staff; workshops focussing on specific modules; or consultancy support to help you get the best out of your Tracker Suite. These sessions are generally delivered by one of our Tracker Trainers visiting your site, but 3 P a g e

5 other options are available including internet and phone links. Open courses for delegates from a number of different users are also available. Please contact the Tracker Support Desk to discuss your needs by calling Register now for the Tracker Network Conference 2013 Don t miss out on this great event, put 23 May 2013 in your diary to join us at the King's House Conference Centre in Manchester. We are already planning a number of case studies presented by existing Tracker users, including how Tracker supports changes in welfare benefit arrangements and tenant scrutiny panels but we d also like to hear via your programme suggestions. Arena Partnership Rowan House Hethersett Norfolk NR9 3DB info@arenapartnership.co.uk 4 P a g e

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