We are excited to be taking part in this great event next week. Since our public announcement of our Nintex partnership in August last year, jeylabs has been working closely with increasing number of customers on their workflow automation projects.

Our work with IXOM resulted in Nintex recognising jEyLaBs with a customer solution award. We are presenting at the Nintex world tour Melbourne on our experience delivering tangible outcomes to customers along with IXOM.

We look forward to meeting attendees from leading organisations that are transforming their businesses using digital technologies and sharing our experiences with them.

If you haven’t registered please do so now and attend this great event to learn from experts and share your experiences.

http://nintex.me/xhCNTMsw

Since our inception in Feb 2009, jeylabs has been working with many local government agencies. We have also worked with federal and state agencies. Recently, We were at the Local Government Professionals annual conference held in Melbourne.

Gary, Emil and Thiru form our team were at the event, meeting many representatives from the local government sector and listening to their concerns.

jeylabs - transform your digital business

We believe that many of the Local Government officers and councillors want to improve the quality of services offered to their constituency. In order to deliver that though they face many challenges. Our approach is to understand and assist with overcoming these issues.

Funding is one of the major issues for any council unless they are a large metropolitan council with a lot of rate payers or one that is growing rapidly through residential development.

Typically, Councillors and Officers have different preferences to tackling the problems around service delivery. They are motivated by different needs. So, This puts them at conflict when it comes to decision making or influencing an action.

IT departments at many councils still run as if it is 1980 and exhibit old beliefs that are not in line with the growing cloud economy and the popular apps eco systems.

Some of the back end systems and investments already made on the so called Tier 1 proprietary platforms also limit the councils in rapidly delivering high quality services. Support contracts still tie them to paying high fees to these vendors for making even the minuscule of changes.

Local government is also very risk averse. So, while they talk a lot about Innovation, taking risks and moving forward fast is not something they are used to.

CSC Demo.jpegUnderstanding these and many other related issues within the local government, we have developed a strategy to invest and work closely for the long term success.

Through this viewpoint, We we’re able to find the right people with appetite for innovation. This is very encouraging. We currenlty have a number of ongoing automation projects within local government.

There is also a lot of frustration within a growing number of the councils when it comes to dealing with Tier 1 vendors. This created an opportunity for us to break in and provide high value services at a fraction of the fees usually charged by these vendors. Also being a local service provider puts us in a very good position.

By showing our commitment, flexibility and willingness to work with the councils jeylabs and other similar businesses can win with the local government.

jeylabs is a multi-award winning enterprise grown out of the northern suburbs. The Northern Business Achievement Awards (NBAA) has acknowledged jeylabs with the esteemed “Workplace Diversity Award”.

NBAA Award 2014.jpg

We also won the Westpac Businesses of the Future award in 2017. We are a proud recipient of many government grants. jeylabs is an LGPro Corporate Partner. We are also GITC Accredited.

We are committed to the success of local government. Our approach is to partner with the sector for mutual success.

We are also assisting the rural councils that often get neglected by the big end of town service providers.

Working with the local government is not child’s play. We take this seriously.

We have been heavily investing in developing tailored solutions such as the Citizen Services Central to serve the council residents. We expect to launch this platform in July.

If you are a local council interested in learning more about us and how we can help you innovate on your service delivery, please get in touch via transform@jeylabs.com

Serverless! Is it worth getting into? Is it the future? Serverless is a hot topic for the developer community in 2018.

Most Serverless development is in the public cloud. The leading public cloud players for Serverless are Amazon, Microsoft and Google. Their competition for cloud supremacy is creating a lot of noise with every new capability that gets offered including Serverless.

So, what is Serverless? Serverless simply means the developer who codes doesnt have to worry about a server that will be running it. After AWS launched Lambda in 2014 the term Serverless started to get popular.

Function as a Service or FaaS is a Serverless architecture. You get computing and memory. Just Load your code and get it executed. Simple?!

You may also need to get some network to load data from and disc space to store results. The VMs are managed by the provider. You get an API to send your code and execute/schedule it. You can also scale across machines and perhaps some massive parallelism in milliseconds. More importantly, You only pay for the cost of the code you execute.

There are substantial cost savings to be enjoyed when using Serverless, as long as it is the right fit for your app.

Lambda, Cloud Functions or Azure Functions are mostly written in Node.js, C#, Java and JavaScript. They are run on the infrastructure completely managed by the cloud provider. The computing assets are invisible and there are No VMs for you to worry about.

Serverless is supposed to simplify the development process. It can be an awesome environment for DevOps people. Particularly when there are no heavy app platforms involved.

If you are a product developer Serverless could be great for your R&D. You can develop and test Functions and ensure your algorithms are performing as intended quickly without having to ask for heavy infrastructure to be provisioned every time you make a parameter change.

When I was first getting into the cloud, many years ago, I thought cloud was auto-provisioned, managed and cheaper to run such that I shouldn’t have to worry about anything as a developer. It looks like we are getting closer to that dream.

We have used Serverless/FaaS and Microservices in many projects. Serverless functions are short lived. They have to guarantee the promise of their execution contract much like a good old real time operating system. They are typically a few lines of code and rely on an another service such as the AWS API Gateway for execution guarantee.

Microservices can do much more. It is an architecture where every component is much more small and specific such that a larger system is composed by picking and choosing them. A Serverless function can be consumed by a Microservice.

If your code takes a huge data table, loads it into RAM, does some data manipulation and this takes 10 minutes to run, then a serverless model is not be the best fit for this code.

My preference is to build systems using Microservices and use Serverless as part of it, when it makes sense. Thoughts?

At jEyLaBs, we strongly feel that the software platforms update cycles are essential to see the best performance and optimal user experience of your investments.

 


Typically, when an update is released, the following are addressed:

Security Vulnerabilities get patched
First and foremost, updates will keep you safe from known security holes, not always in the product but maybe in the frameworks utilised or the Server operating system that the software runs on.

Better Functionality gets introduced
Updating your software will frequently provide enhanced capabilities, improved user experience and improvements to the underlying architecture of the software bringing improvements in the efficiency of OS resource usage and consequently improvements in speed and response times.

Bugs get eliminated  
When you begin using a brand-new installation of a piece of software, you gain the highest level of functionality available at that time. As the vendor continues the development of the software and users ask for more enhancements or uncover “undocumented features”, the validity of updates and upgrades come into play, fixing bugs, enhancing features and providing more efficient software.

At jEyLaBs, we work with low code platforms a lot.  It is important that the update cycles are reviewed with a keen eye. It is essential to get the best performance and optimal user experience from your financial outlays.

We are able to offer you some incredible offers to assist with keeping your software up to date. Contact us via update@jeylabs.com for more information.

Gone are the decades of brand loyalty. Today’s consumers are spoilt with choices. We have every day specials, low cost, fast & free delivery, Pre-bookings, 24x7x366 shopping, payment plans and the mighty credit card to pay for everything.

A smiling face behind a counter,  a warm welcome in a branch or a friendly voice on the phone is no longer the differentiation. Nobody waits for anything. Instant customer service is expected or get a bashing on social media.

In today’s App-Driven economy, customers demand instant gratification. Well, Why shouldn’t they not expect it?

Nobody needs to put up with average service when one can shop around online, anywhere and at anytime for a different service provider from across the oceans.

Most can relate to a last minute online search for a new insurance provider, real estate agent or travel bookings. I recently changed my vehicle insurance provider after being with them for years, not because of bad service but simply because they had not taken the time to analyse my needs and re-value my vehicles or give me a loyalty bonus. They sent me what I felt was an inaccurate quote, based on ageing data. A quick online search provided me with a number of preferable options and as a consequence I have changed insurer.

If the organisation in question had unlocked the hidden value in their data and used this within their underwriting processes they could to their advantage of have retained me as a customer.

With the above story in mind I would like to challenge you to consider what happens in your organisation when customers or employees perform these actions:

  •  Click the ‘pay’ button on your applications
    •  Fill out a form on your website
    •  Call your 1800 number with a query
    •  Report a fault and request a technician (I have another sad story about my oven repair)
    •  Submit a claim
    •  Request a document or contract to be reviewed

Typical next steps will include:

  •  An email is sent to a team to take action
    •  A PDF document is generated and then and email is added to a queue
    •  The call centre agent makes a note and sends an email to the relevant department
    •  We cannot tell you what time when the technician will be there, just wait all day
    •  The document is sent to a mailing group for review. Who knows when we will get a response

The reality is that process happens in every organisation, every day whether we manage it or not. If there are no systems then the process is driven by Excel, paper, email and humans.

Bottom line is, Bad processes lead to bad customer service. So, how do we drive a better customer experience?

Information flow is often hindered by paper, silos of control and lack of visibility.

Modern Apps can offer the best combination of Electronic Forms, Workflow, Data, Reporting, Mobile and offline experiences that are customised to meet unique business needs.

We use Business Process Application platforms to build these Apps. They provide a business with the ability to quickly design, implement and make changes pre-emptively to guarantee customer retention.

Dealing with the unknowns

Most organisations have systems in place to handle the critical business processes, e.g. the sales process, new customer on-boarding, etc.

When it comes to customer service, dealing with the unexpected or undefined is where companies often drop the ball.

Let’s look at an example:

  •  Your customer sends an email to the wrong department and it gets lost or is never dealt with
    •  A customer calls the technical support centre with a billing query

It’s hard to put processes in place to deal with these scenarios. This is where ad hoc workflow and tasking can save the day.

Imagine the following catch all scenario:

  •  An email address is monitored for incoming email. e.g. ContactUs@Mycompany.co.
    •  When a new email arrives a workflow process automatically starts
    •  Microsoft Azure sentiment analysis is used to determine if the email has a negative of positive sentiment. Negative emails are directed to an accelerated action workflow path
    •  If the email address matches customer records in a system, business rules kick in to automatically route the task to the correct manager, department
    •  Machine learning can be used to detect keywords to drive the business rules
    •  Attachments are automatically extracted and stored in a document repository for reference
    •  The customer receives auto emails and text alerts letting him know that his query is being handled, delayed, completed
    •  Internal staff can route the task to anyone with full tracking and history logs
    •  Internal staff can collaborate with the customer via email, share documents, request documents with full tracking and history logs
    •  Email responses from the customers are automatically associated with the original request

The result is great customer service, happy customers and new customer retention statistics.

This can be implemented easily with Business App platforms. Contact us to learn more about how jeylabs can help you drive better customer experience in your business. Email us at drive@jeylabs.com

Thanks to Tony Roupell  for providing the original content for this blog article.

screenshot-2017-11-23-18-53-05.pngK2 Five is a major release. It is an obvious choice for many K2 customers to upgrade to K2 Five. According to our snap polls, over 70% of customers are moving to K2 Five.

We would like to share some tips on your upcoming K2 Five upgrades to make your experience better.

In general, All K2 server and client components should be upgraded at the same time. It is important you aim to keep them all on K2 Five.

Some K2 components are deprecated in K2 Five. Designers like K2 Studio and K2 for Visual Studio are being retired and will be marked as “Legacy” components.

All versions of K2, except for K2 4.7, are retired on 31 December 2017.  We encourage all K2 customers to upgrade to K2 Five. This will ensure that you are able to leverage the latest of K2 innovations.

K2 is dropping support for older operating systems, databases, frameworks, etc. The installer will not allow you to install K2 Five unless you are on a supported OS, .NET framework and are also using a recent SQL server release.

When upgrading, Browser compatibility is very important to check. Dont forget to test all  critical functionality of your mobile apps too.

PowerToolz is a great tool to get your hands on now to ensure all your regression tests are setup right. This will provide an efficient way to ensure the K2 upgrade didn’t break anything.

K2 Five also requires that all your workflows to be converted to the K2 Five format so that you can then use the awesome new process designer to maintain them.

TIP : Before jumping in and start converting everything, do a stock take and clean up the house. If there are forms and workflows not being used or not relevant anymore this is a great opportunity to cull them.

jeylabs PowerToolz Express is a purpose built Workflow converter for K2 Five. It accelerates your process conversion from previous K2 versions to the latest of K2 Five.

BTW, Upgrades are not for everyone. If you absolutely must remain on a technology that is blocked by the K2 installer, then you cannot upgrade to K2 Five. It is best for you to then remain on K2 4.7 until such time you can move onto a supported technology.

jeylabs offers K2 Assistance packages to help you get the best of K2 Five fast. Subscribe to a suitable package now.

We also invite you to Join us for an informative webinar to learn how best to upgrade to K2 Five.