Christmas training with ReACT

December 15, 2011

Hello – are we all looking forward to Christmas? I know we are here in the offices of ReACT. In the run up to Christmas some people are out getting their gifts, others are frantically writing cards; we at ReACT are out and about installing and training on ReACT 4.

Recently we have been rolling out the Implementation and Training on ReACT 4. This is generally a two-day process. On the first day, we are working remotely on the customer’s server to implement ReACT 4 into a full TEST environment using a copy of the latest LIVE database. These have gone well and now that we are gaining more experience of issues that differing server environments can throw at us, we are managing to complete upgrades comfortably within the scheduled time slot. The biggest stumbling block we are getting is servers meeting the pre-requirements to the upgrade – it might be worth double checking your server to make sure you meet it too!

The following day, one of our ReACT trainers is on-site with the customer to deliver a day of training. The training  typically consists of ReACT 4 Administrative / Configuration session, aimed at the Super-Users and then a session on ReACT 4 New Features aimed at the experienced end users. The Administrative / Configuration sessions are not only helpful to look at the new features we’ve included, but it also gives a chance to look at the current configuration while you have a ReACT Consultant with you. The second, end-user session, gives a chance to not only experience the new features, but also cement the correct usage of ReACT within the organisation.

We have found that the training is well accepted by all end users and each new feature generates interest from the delegates, not to mention any in particular, but the new Additional Notes control gets the biggest smiles!

Have you been using ReACT 4, why don’t you let us know what your favourite feature is so far? Try the Forums or send us a Tweet! @ReACTASB

On behalf of the ReACT Implementation Team, have a Merry Christmas.

Chris Powell.


ReACT 4: Final Testing

September 5, 2011

Hello all, with the release of ReACT 4 just over the hill, I thought I’d give you an update on our plan for rolling out the final stages of testing and development.

We have hit the system hard here in the office with our test plans and rigorous testing schedule. Any issues or bugs that have been found, our development team have resolved. We have also been familiarising ourselves with a whole host of new features and buttons for you to click on, too!

It’s fair to say that there is only so much testing that we can do here in the office regarding the ‘user’ side of things, so what better testing opportunity than to hand the software over to a Beta Test Site. Our test sites will be getting their hands on the release toward the end of September; a fully functioning ReACT system with all the new features enabled. We shall then be working closely with their Project Team so that when an issue arises, we can immediately send it to our developers for correction. A fix will then be rolled out and re-tested. This will be a continual cycle working with the end-users to iron out anything that may arise. Full tests should be completed within an estimated 10 day period.

Once the beta testing has been signed-off, our development team will be able to pool any changes made, and create our final build of ReACT 4. This will be the build that you receive as part of your upgrade.

We can’t just give you a brand new product without some accompanying documents, so as I type this, we have some of the team working on all-new documentation that you will be supplied with; ready to help you in using ReACT 4.

I hope you are looking forward to the release of ReACT 4 as much as we are!

By Chris Powell


Testing Times

July 12, 2011

Philip Egan, one of ReACT’s prolific  consultants, gives an overview of his recent work.

“Hello readers, I’ve got a bit of a mixed bag for you this month. 

The past few weeks have seen a combined workload largely relating to testing, reporting, and data analysis.  I’ll take each one of these elements in turn if I may and explain a little further into the work that I have been carrying out.

Testing

With the ReACT 4 release just around the corner and primary development complete we have been shaking and breaking the application to its core.  The internal testing started by designing and producing detailed test plans to make sure every element of the new application is tested under load, by users of varying security levels.  With the test plan complete and scheduled tasks allocated to various members of the team it was time to start the testing.  We have adopted a phased filtration approach, with the first failed tests being logged and fed back to the development team in one batch.  Once we have a new release with the issues addressed, due by the end of today, we have a second tier testing plan to follow which will entail re-testing the reported issues and following the entire test plan once more to ensure that none of the resolutions cause knock-on effects elsewhere within the application.  During this second phase of testing any issues will be logged and fed back and a similar pattern followed until every element of the application passes all tests under various environments to ensure that we have a sound and solid product ready for implementation from the launch made during our user groups in September.

 Reporting

As my main skill base is related to SQL Server development my primary role within ReACT 4 aside from testing is the design and development of the new reporting suite which we are incorporating into the product.  A large number of our support queries over the past two years and more have largely been caused by confusion over reporting figures and queries regarding why the numbers in one report don’t match up to the numbers in another report.  We have also had a large number of requests from people who like a particular report but would prefer to have the option to filter by the date the case was completed rather than the date the case was received.  To address these key issues we have reduced the reports available within ReACT to 4 primary reports available from the application menu. 

These reports consist of –

  1. PIs
  2. Satisfaction
  3. HouseMark
  4. Diversity 

Each report can be filtered by any or all of the following parameters, only the date range is mandatory –

  1. Start Date
  2. End Date
  3. Company
  4. Region
  5. Area
  6. Sub Area
  7. Secondary Sub Area
  8. Primary Officer
  9. Date filter type (Date Received / Date Completed / Survey sent for Satisfaction Report

If further detail is required to investigate the actions / incidents / cases / individuals which make up a reporting figure then that number can be clicked on to drill down to a detailed list showing the makeup of the figure or slice of the pie.

  • Any individual’s name can be clicked on to see the profile and history of the cases the individual has been involved in.
  • Any case reference can be clicked on to see the case file with the details regarding that particular case.
  • We hope and believe that the new reporting suite will be well received by Performance Managers and envisage that these reports will be run on a monthly or quarterly basis with figures produced for your board of directors and published to make like comparisons quarter on quarter and year on year.

Data Analysis

Taking a step away from ReACT 4 for a little while, during the past month I have also been involved in a sideline project working with John Wickenden, Knowledge Manager at HouseMark, to produce a more detailed analysis section of the “ASB Benchmarking Analysis of Results 2010/2011” with particular reference to the makeup of early intervention actions.

Following the kind contribution of datasets from the organisations listed below I developed a set of queries to extract overview data of cases, incidents, and actions from the past reporting year.  This data was collated and passed on to John to interrogate and pattern match to produce results which are now available in the report detailed above.

As I type the HouseMark ASB Benchmarking Conference is taking place down the road in Coventry so hopefully you will have access to the report now if not soon and find the detailed breakdown particularly useful.

The geek inside me particularly enjoyed this project and we hope to embark on a similar project next year and take it to another level with more in-depth analysis in other areas.  Any requirements or feedback on this matter would be appreciated.

Thanks to the following organisations who helped us with this project –

  1. Acis Group Limited
  2. Adactus Housing Association Limited
  3. AmicusHorizon Group
  4. Christian Action Housing Association
  5. Community Gateway Association
  6. East End Community Homes
  7. Gateway Housing Association
  8. Gloucestershire Housing Association
  9. Green Vale Homes
  10. Havebury Housing Partnership
  11. Irwell Valley Housing Association
  12. Newlon Housing Trust
  13. NSHousing
  14. Pennine Housing 2000
  15. Poplar HARCA Limited
  16. Severn Vale Housing Society Limited
  17. Spitalfields Housing Association Limited
  18. The Community Housing Group
  19. Tower Hamlets Community Housing Limited
  20. Venture Housing Association Limited
  21. Westlea Housing Association Limited
  22. Wolverhampton Homes

 Thanks for reading

Phil Egan


Breaking down the findings of the HMIC ASB review

April 20, 2011

HMIC "stop the rot" reportOver the past three years there have been several high-profile cases (Garry Newlove: Warrington, Fiona Pilkington: Leicester, David Askew: Manchester) where the failure to tackle anti-social behaviour (ASB) has led to tragic consequences. This has led to Her Majesties Inspectorate of Constabularies to review the defining of ASB.

HMIC said that the extent of ASB should not be underestimated and remains one of the public’s top concerns when it comes to crime and disorder. It is estimated that the public only report just over a quarter of incidents of ASB to the police – about 28%. Even this low reporting rate led to around 3.5 million calls to police in 2009-10. By the way of comparison, around 4.3 million crimes were recorded in the same period.

 Whilst the level of reported ASB varies around the country, it is a problem that has an impact everywhere. Through extensive research, supported by MORI and Cardiff University, HMIC has identified systemic problems which affect the current strategy for dealing with ASB. These include:

  • A lack of understanding of the intensity of harm to communities and vulnerable individuals caused by ASB.
  • The lack of a comprehensive knowledge base of ‘what works’ for police and partners in stopping this problem.
  •  Uncertainty about what priority to give ASB and what the police are seeking to achieve.

Defining ASB

Anti social behaviour means different things to different people and organisations.

For victims of ASB, the experience tends to be a cumulative, corrosive issue that undermines their ability to live in peace. Those who suffer ASB experience varied levels of harm. But in nearly all cases, repeat victims experience far higher levels of impact, which is exacerbated again if they have a disability or ill-health.

For some agencies the problem is ASB’s lack of precise definition. For others, it is the confusing overlap of matters that clearly qualify as ASB, but also as crime, such as litter and vandalism.

The reality is that ASB is a mixed bag of crime and disorder with their precursor, rowdy behaviour, being the overwhelming majority of reported events.

The public draw no meaningful distinction between crime and ASB. They exist on the same spectrum of bad or very bad behaviour. The public find it immaterial that the most insidious incidents of ‘pestering’, ‘taunting’ or ‘targeting’ individuals – including the most vulnerable – may not qualify technically as “crimes” with a prospect of prosecution. They dislike ASB, worry about reporting it, and are intimidated in significant numbers when they do.

However, for some people in policing (and some outside), dealing with issues that qualify as crime is ‘real police work’. After all, for almost 20 years the police record of accomplishment and failure has been expressed strongly, in terms of crime statistics. Meanwhile, the “non-qualifying” ASB issue, and its variants, that signal lack of control on our streets, have grown and evolved in intensity and harm.

Risk

There are four factors, any one of which indicates significant risk when ASB is involved. If they appear together, considerable problems may be present.

They are:

  1. Repeat victims
  2. Illness and disability
  3. People who are at home for lengthy periods
  4. Areas of particular deprivation

Partnerships

In looking at partnerships, there were some worrying indications that some partnerships were much less effective than accepted wisdom would have it. Checks were undertaken on the progress of a number of cases in a sample of Community Safety Partnerships (CSPs) across the country. They appear to indicate:

  • Standards of service were significantly variable, with some delivering only marginal benefits.
  • Some partnerships were focussed on working together, not working for the public.
  • Some focus on strategy rather than delivery.
  • Many interventions took significant amounts of time to be delivered.
  • An escalation of interventions, coupled with a culture of meetings, meant that some problems were not gripped and as a result victimization continued.
  • The focus in many was on the strategy and process rather than the victim’s experience.
  • There was little in the way of testing the value for money in approaches undertaken.

What HMIC perceived as working

  • Identifying repeat and vulnerable victims
  • Attending and taking any timely action
  • Briefing appropriate staff on the nature and impact of problems
  • Understanding and analysing the problem

What HMIC perceived as not working

• Being treated as low priority when making a call

• Long-term “partnership” solutions to problems that are causing harm now

What HMIC thinks should be done

  • Publish accessible and comparable data on ASB
  • Review Graded Response – especially where systems do not readily identify repeat callers
  • Urgently review outcomes being achieved by CSPs for victims and the timeliness in which they act
  • Focus on what works and what doesn’t
  • Take account of the impact of slow or no action
  • Early Intervention – focus on repeats

What ReACT is doing

ReACT have embraced these changes by releasing ReACT 3.5 which includes the ability to record the HMIC Case Definitions and also to record risk assessments to identify vulnerability. For further details, please contact the ReACT Team on 0121 384 2513

Information taken from HMIC’s ‘Stop the Rot’

By Paul Johns


ReACT’s risk assessment webinar

February 17, 2011

Online chat iconagraphyBy now, you will know how ASB recording is changing – but what impact will it have on your systems and processes?

On Tuesday 22nd February, we will answer that question. Our expert consultant, Paul Johns, will be covering the new categorisations and the changes we have made to ReACT as a result.

See the recorded webinar

By Natalie Phillips


ReACT User Groups

October 19, 2010

ReCAT User GroupsIt’s my turn again to update you on the goings on in my corner of ReACTandReSOLVEland.

This week we are hosting our annual ReACT user group meetings in Birmingham and London which is an opportunity for us to meet up with our users to keep everyone informed with our current plans for the future of our product range as well as for us to speak to our users to find out exactly what they feel about what we offer and how we can improve things to make everyone’s life easier when it comes to use of the products and how they can help to improve the efficiency of how cases are managed.

Lots of work has been going on behind the scenes by everyone in the ReACT department to make sure the days go fully to plan and so that everyone can benefit from them.

We have changed direction slightly at this year’s   events and we have enlisted the help of our friends at HouseMark and Deeplake and also a guest speaker from the Home Office to provide a broader subject range to the days so that the focus isn’t purely on the ReACT application itself.

We will of course use this opportunity to unveil our plans for version 4 of ReACT which we hope you as users of the software will be just as excited about as we are.

There is also a long period in the afternoon during which the ReACT team will disappear so that the users can have an honest and frank discussion about the product among themselves without the feeling that they are being watched.  We hope that this will help us to get to the very bottom of any issues and suggestions which can help us and ultimately help the users to ensure that the ReACT product range develops directly in line with the demands and requirements of dealing with cases and helping you to achieve better results in a more efficient way.

Look out for forthcoming blogs regarding the feedback received at the user groups and how we will be responding to the feedback to progress in the future.

By Phil Egan


ReACT 4: coming soon

August 10, 2010

ReACT image of agressive man, pointingHere at EBS we are now developing ReACT 4 – taking all of our customer  requests for change and putting together the final specification for the new version. As you will see from previous blog posts, we are already trialling SMS texting with Deeplake, as well adapting ReMOTE for use with customer websites.

The first glimpses of version 4 will be available at our user group meetings mid-October; a chance for all users to network and discuss where the products move next. One of the main reasons for the success of our products is that we listen to our users and take on board their suggestions – after all these are the professionals who use the tools every day.

The user group meetings will take place on the 19th October in Birmingham and the 21st October in London. If you would like to come, please contact the ReACT team on 0121 384 2513. Customers can also email their account manager to secure their place.


ReSOLVE Summer Development Progress update

July 26, 2010

resolve - the social landlords complaints management system You may recall from my earlier blog post on  24th May that I talked about the planned development changes in the ReSOLVE application, to include reports that provide the data required for HouseMark Complaints benchmarking.

As it happens the rota for my blog date has fallen within the same week as the next phase of development for the changes.

The work scheduled for this week is to develop the database and the changes required behind the scenes to include the relevant data for reporting and integrate it into the ReSOLVE application.

Following this week’s work we will then be running various internal tests to make sure that the application is ready to be installed on customer sites.

We expect that the update to be ready for installation from week commencing 9th August.

Following on from the ReSOLVE release, HouseMark will be activating an automatic upload facility in autumn so that you can upload your benchmarking statistics directly into their website, rather than spend time inputting the figures manually.

For details of costs and to schedule your upgrade please contact the ReACT and ReSOLVE team on 0121 384 2513 and select option 4.


Get your tenants texting ASB complaints to ReACT

June 22, 2010

SMS texting on a mobile phone

Picture this:

A tenant sees graffiti on her local estate. She uses her mobile phone to text the problem to the ASB hotline. On the other side of town, the ReACT system picks up the text and allocates the new case to an ASB officer. The officer looks at the case and sends an update of its progress back to the tenant.

 This scenario is about to become reality, thanks to ReACT’s partnership with Deeplake.

Deeplake’s software now links directly into ReACT, allowing tenants to text ASB complaints directly to the system, saving staff time and trouble. They can also receive regular updates from ReACT, telling them how the complaint is progressing. 

 Here at ReACT we are looking for customers to trial the new feature over the summer. If you would like to be part of this group and test SMS integration with your ReACT system, please let us know by emailing info@react-asb.co.uk