"Our previous system was little more than a database, where as the Borough IT system has been designed to meet our specific needs. The comprehensive functionality and reporting of the Borough IT system has saved our administrators valuable time – we can now run management reports in seconds, rather than hours using our previous system."

"Throughout the project, the communication and support has been excellent. What really helped was the fact all of Borough IT's employees spoke in plain English rather than IT jargon, so we always felt in control of what was happening and were able to make suggestions as the project progressed. In fact, they still keep in contact to make sure we aren't experiencing any problems despite long since finishing the project." - Paul Sharpe, Registration Manager, OFTEC

The Business Issue

OFTEC is the Oil Firing Technical Association, representing the oil heating and cooking industry throughout the UK and Republic of Ireland. Oftec have been running a competent persons scheme (CPS) since 2002.

OFTEC needed a system that would allow members to log jobs with Local Authorities to comply with the Building Regulations; and one that could negotiate its way through the complexities collaborating information on both individual technicians and companies. A failure to accurately cross-reference information on technicians against the companies they work for would cause an administrative nightmare.

OFTEC also wanted a system that would facilitate the smooth running of its processes via additional functionality, such as: the capability to record which technicians hold which qualifications, showing which jobs they are qualified to undertake, and when qualifications expire; an electronic billing structure; the capability to inform members of industry and OFTEC news; and log and track complaints.

The solution needed to be accessible 24 x 7; offer full operational support; be scalable, so that the cost to OFTEC did not increase as the organisation's membership increased; and future-proof, so that the organisation would not be left with an ineffective or obsolete system in a couple of years' time.

The Solution

As with any project, Borough IT (BiT) adopted a consultative approach, with BiT's Technical Architects taking the time to understand fully OFTEC's needs.

BiT's primary task was to design a system that complied with the appropriate Building Regulations i.e. one where technicians and companies could log jobs; where Local Authorities would be informed within 20 days of installations undertaken within their boundaries; and one where homeowners promptly receive installation certificates.BiT's primary task was to design a system that complied with the appropriate Building Regulations i.e. one where technicians and companies could log jobs; where Local Authorities would be informed within 20 days of installations undertaken within their boundaries; and one where homeowners promptly receive installation certificates.

BiT made it as easy as possible for OFTEC's members to log jobs. Almost any communication method can be used, including: online, via the web (using any browser) or email; fax and letters.

Central to the OFTEC CPS is the design of a Training and Qualification module. This highlights what qualifications are held by what technicians, and intuitively knows how changes to those qualifications held by technicians affect the skill set of the company they work for. For example, if a technician holds Qualification ABC, then they can undertake jobs XYZ. If that technician then acquires another qualification, they may then be qualified to undertake additional jobs.

The Training and Qualification module also highlights when a technician's qualifications have expired, and adjusts what jobs the technician is qualified to undertake and for the company they work for.

A Complaints Module allows OFTEC to log complaints about installations and initiate the complaints process. The system logs the complaint against the technician, and the company that they were working for when undertaking the relevant job. The system tracks details of the complaint throughout the process, and keeps a record of the outcome.

A Communications Module was designed so that OFTEC can keep its members up to date with regulatory issues, industry and OFTEC news.

A Marketing Module aids sales and marketing initiatives. OFTEC can sort its database of members and prospects by categories before issuing targeted mail shots.

The system also holds information on the services offered by member companies and individual branch information, useful for homeowners looking for technicians/companies with particular skill sets.

The system also allows OFTEC to run management reports from every module of the system.

Results

BiT delivered OFTEC's system in impressive time – the system was up and running in just two-and-a-half months.

The CPS has saved OFTEC's administrators valuable time, and now run management reports in seconds, rather than hours.

All jobs are now logged with Local Authorities within five working days, well within the regulatory requirement of 20 days; and homeowners now receive their certificates within 10 days.

The system virtually runs itself, with only a small amount of input required of administrators. This means that OFTEC has been able to concentrate on providing the best possible service for its members.

For OFTEC, the support it receives from BiT is a huge benefit. The organisation has immediate phone access to a BiT Technical Architect specially assigned to manage the OFTEC system, who is always available to handle any questions. The Technical Architect can make changes to the system at the request of the OFTEC administrator on the same working day.