EXACTLY TECH LTD

Exactly Property Services Appointment Systems & Tracking

Fulfilling repairs appointments for residents is a key driver of resident satisfaction. Exactly provides expert solutions to social housing providers and contractors to design, develop and implement integrated
appointment, scheduling and tracking systems. Covers project management, implementation and ongoing support for any housing repairs and maintenance cloud based system.

Features

• "Exactly" the "Tech" you want, need and asked for!
• Easy to use interfaces for residents and staff.
• Book, amend and cancel repairs appointments.
• Integration into contractor scheduling systems.
• Customer Engagement Platform for service management and satisfaction measurement.
• Website, tablet and smartphone friendly.
• Completion satisfaction survey (optional).
• User, system, integration and security testing.
• User, Champions and SysAdmin training (with supporting documentation).
• End-to-end project management. Assist client and suppliers.

Benefits

• Improved customer experience and resident satisfaction.
• System and vendor neutral integration.
• Improved first time fix.
• Improved appointment fulfilled - less appointments cancelled.
• Reduced unnecessary contact fro customers chasing information.
• Customer Engagement Platform for service management and satisfaction measurement.
• Mobile, portal and smart-phone device options.
• Experienced, knowledgeable and skilled is utilising contractor systems.
• Contractor mobilisation, new system, innovation & improvement and project rescue.
• Respectful partnership working between housing providers, vendors and suppliers.

£975 to £1,250 a unit a day

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@exactly.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

121187683852963

Contact

Richard Libby
07376 782551
info@exactly.tech

Planning

• Planning service: Yes
• How the planning service works: Exactly will ensure the proposed solution is suitable for all stakeholders taking account of business plans, asset management strategies, contractual ethos and ICT system architecture / integration policy.; ; Typically, the planning and discovery phase would include:; - Joint discovery workshops with client, vendors and contractors; - Vendor system demonstrations; - User and customer surveys and research; - Readiness assessment – focus on main risks; - Agree project approach – default Agile; - Digital / Project Roadmap; - Resource management planning; - Solution scope definition and requirements; - Develop some proof of concepts or working models; - Set-up of project board or alternative project governance arrangements
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Exactly will provide a training solution as part of an agreed communications plan and implementation plan.; Training is typically organised in functional groups of users, for example system administrators, contact-centre staff, surveyors, planners. Training will utilise multi-media materials including online documentation, videos and e-learning.; We would expect client organisations to be reasonable for event planning, administration, logistics and training environment including event ICT equipment.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: This service includes set-up and migration activities. This includes a data migration strategy with an agreed plan for data cleansing.; We have experience of set-up and integration of all marketplace products (cloud and on-premise including innovative Customer Engagement Platform for service management and satisfaction measurement) used by housing providers and repairs contractors.; We will identify the requirements for this phase during planning and agree a detailed cut-over plan within project governance framework, involving all stakeholders.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Exactly will encourage to formation of an all-stakeholder project governance board with agreed protocols for quality assurance and sign-off. This includes risk assessment, ITIL management and PRINCE2 or Agile methodologies as led by the client organisation.; ; We will provide full quality assurance and performance testing or support existing ICT Technical Teams as agreed. Testing regimes include functional, performance, stress, security and vulnerabilities testing.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Exactly will provide second-line support to in-house Service Desk and Application Support Teams within ITIL framework best practice protocols.; During implementation we will handover support to the in-house support teams, providing relevant documentation and training. ; Longer-term support is provided by Exactly through virtual Service Desk, accessible by email and telephone. We will respond to service critical issues within two hours and provide an initial assessment within four hours. Non-critical issues will be assessed within 24 hours with a planned date for resolution communicated back to client.

Service scope

• Service constraints: Support is available between 09:00 and 17:00 Monday to Friday (excluding bank holidays). Support calls can be via telephone or email.

User support

• Email or online ticketing support: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: We will respond to service critical issues within two hours and provide an initial assessment within four hours. Non-critical issues will be assessed within 24 hours with a planned date for resolution communicated back to client.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Customer Engagement Platform for service management and satisfaction measurement.

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Implementing real-time appointment booking and tracking of operatives in property services can greatly enhance social value and contribute to the fight against climate change. Here’s how it achieves these outcomes:; 1. Efficiency and Convenience: Real-time booking systems enhance the efficiency of scheduling property maintenance and repairs, making it convenient for residents and property managers. This reduces the downtime of unusable features and facilities, ensuring that they are quickly restored to optimal condition, which maintains high living standards and tenant satisfaction.; 2. Reduced Carbon Footprint: The tracking of operatives enables more efficient routing and scheduling, minimising unnecessary travel. This not only reduces fuel consumption and vehicle emissions but also decreases the overall carbon footprint associated with property maintenance. Optimised routes mean fewer trips, which is beneficial for the environment.; 3. Time Management and Productivity: With real-time tracking, property service companies can better manage their workforce, ensuring that operatives spend less time on the road and more time addressing maintenance issues. This increases productivity and ensures that more tasks are completed within shorter periods, enhancing service delivery and reducing resource wastage.; 4. Transparency and Accountability: Real-time systems promote transparency and accountability in service delivery. Residents and property managers can track the progress of work orders and estimated arrival times of service personnel, which improves trust and satisfaction. Knowing when to expect service personnel reduces wait times and disruption to residents’ schedules, which enhances their overall wellbeing.; 5. Resource Optimisation: By efficiently managing resources, real-time systems help property services reduce operational costs. These savings can be redirected towards more sustainable and environmentally friendly practices, further contributing to climate change mitigation efforts.; In summary, real-time appointment booking and tracking systems in property services not only streamline operations and improve customer satisfaction but also support environmental sustainability by reducing emissions and optimising resource use.

Pricing

• Price: £975 to £1,250 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@exactly.tech. Tell them what format you need. It will help if you say what assistive technology you use.