REMOTE SITE SOLUTIONS

 

In the late 80’s and early 90’s there was a flurry of activity and products relating to Remote Computing / Operations.  This came about as a result of a number of technological improvements for PC’s and Mac’s.  Those improvements included improved network design, faster modems,  and communications software designed to access programs and data at a different location via the public phone system.  It became apparent that  accessing programs and data at its established location remotely was a better solution than creating a copy of the data on a removable storage medium, (i.e. 3.5” diskette) and moving it to another  system..   Based on the technology at that time remote access was very doable and relatively inexpensive except for the cost of the extended phone line usage.

 

“REACH OUT & TOUCH SOMEONE” –

      MAIN OFFICE AND PROPERTY FILES –

       RESIDENT MANAGER –

       MAINTENANCE STAFF –

       PROPERTY MANAGER –

       THE OFFICE ( WHILE ON VACATION )  ETC.

 

When the Graphics User Interface (GUI) Windows technology became a dominant force on personal computers the remote site operations application faltered.  GUI technology was a significant step in operating systems and program design,  but required significant improvements in supporting technology to maintain its ability to function effectively.  GUI required much faster and lower cost communications

to maintain the economic feasibility of Remote Operations.  Prior to GUI only text type information was transmitted during remote site operations.  The GUI required that complete screens including the graphics would now be required to be moved from main office site to the remote site, and then from remote site back to the main office. As a result response times for more complicated programs, (such as Property Management software which includes both accounting and database elements), migrated from less than one second to 5 plus seconds and often made the use of the application cumbersome, very expensive,  and often unacceptable. 

 

What was needed was inexpensive broadband communications,  i.e. high speed cable,  DSL,  (Digital Subscriber Line),  T-1,  or  Wireless type communications readily available to the small business community and to the private consumer.

Those capabilities are currently available in most urban areas,  and are slowly making their appearance in many non-urban areas.  The Internet also provided a whole new way of communicating on a fixed price per month basis,  from 10 hours to an unlimited number of hours per month.  Finally,  the speed and capacities of computer equipment has also increased dramatically over the last 10 years. These factors provided the necessary catalysts to re-establish the practicality and re-birth of remote operations.

 

We do not wish to give the impression that Remote Operations completely disappeared in the mid 90’s.  Some companies found that the benefits of remote operations still exceeded the significant increases in cost of communications and technology associated with GUI / Windows Property Management applications. Others opted out of the Remote Operations option, with the possibility of renewing their interest and involvement when the technology merited a review,  and re-evaluation.  We believe that our observations may initiate that review for some companies.

 

Many significant benefits can accrue through a decision to implement remote site operations in a property management environment.  Generally,  they include:

         

For Resident Managers - Real time updating and retrieval of property/ unit / tenant data including vacancies,  prospects,  move-ins,  move-outs,  charges, receipts,  delinquencies, and unit maintenance,  provides better management decisions,  control,  and accountability -

Elimination of redundant data entry and labor costs,  resulting in an improvement in data accuracy,  integrity and lower labor costs–

An increased emphasis and orientation on “team play” -  The  data now being shared at the main office is a combination of  Resident Manager & Main Office Staff origin,  versus Main Office Data origin only. In addition, the program is shared by both groups of users  which also promotes commonality of purpose  and operational results. 

Increased responsibility will tend to provide additional job satisfaction, and job performance as a result of decisions based on real time information.  

 

For Property Managers -  Supervisory Operations are both simplified and enhanced as a result of real time data entered by Resident Managers and Maintenance staff.  Most conditions and events taking place on-site during the day should be reported that day,  which creates an environment of organized, fast moving, error free operations. 

Many established rental unit scams are eliminated or significantly diminished as a result of real time data.  A unit identified as vacant had best be vacant when inspected,  and occupied units be appropriately occupied with the proper number of residents at the reported rental rate.  Two, three, or four days of delayed reporting / updating is not an acceptable standard with Remote Site Operations.   

Maintenance operations can be  inspected to validate customer service and quality assurance issues while work is in progress. 

Real time data originated by Resident Managers allows Property Managers to make better management decisions,  increase operational control  and accountability.

 

Main Office - Labor intensive operations in the main office and labor costs at the beginning of the month are substantially reduced since Tenant based information becomes the responsibility of the Resident Manager.   The doubling of  tenant / unit based data initially prepared on forms by Resident Managers, and then entered into the system by main office staff  is eliminated.  Tenant / Unit based information is created / updated sooner providing a higher level of accuracy.

 

Senior Management et al – Remote site operations may apply also to senior staff,  and /or Outside CPA / Accountants from their homes, offices, or vacation/ convention/ seminar locations.  The ability to keep informed,  and assist with important decisions entailing detail records and reports  via Remote Processing is becoming the norm among the ‘Road Warriors” of the corporate  world.  It can and should also be a serious consideration for the Property Management professionals and owner/ operators of investment properties. 

 

Remote Site Alternatives

 

We have identified at least a dozen remote access solutions currently available.  This is definitely not a case where one size/ type fits all.  Major considerations include the following:

          Network or single-user –

Laptop, desktop or PDA–

          Operating System in current use –

          Dial-Up vs. Broadband Communications –

Web-Based Solution Vs. Desktop Software Solution i.e. Rent Vs. Buy –

          And Last but Certainly Not Least, is the Issue of Security -

 

Network or single-user – Network operations are based on the concept of shared data available to multiple users with common needs.  A number of products are directed at multiple users sharing data.  One that is available in Windows 2000,  is Terminal Server Feature and allows multiple sessions by multiple users to access and update shared data.  There is a license fee for each session,  ( a user PC – i.e. 6 separate remote users equals 6 sessions ) and will require network specialists to install and configure. 

 

Two other similar products directed at multi users are Go-Global and Web-IT!  These are software packages that allow multiple users to access  single or multiple applications maintained on a server.  They are both feature rich which is generally a necessity in network type applications. Go-Global is priced at approximately $2000+ for a 10 station license,  while Web-IT! is an upgraded version of Go-Global with new encryption and security features and when it is released it will be priced at $500 for the server and $100 for each work station. 

 

One of the earlier PC very large multi-user remote access systems is Citrix Metaframe.  It is well known within the corporate world but is somewhat dated and very expensive.  Citrix installation pricing seems to be identified in multiples of $10,000.  Companies with less than 25 users would benefit by looking at other alternatives beyond Citrix.

 

Single-users who wish to access another PC’s files have a number of low cost options to consider.  One of the earliest originals is PC Anywhere.  It originally was designed for Dial-Up communications but has been upgraded for broadband communications.   Version 11 is the latest version and the Version number does provides some indication of its staying power. It is a Symantic product  which also suggests heavy emphasis on security.   It is priced at about $180, but a significant rebate has been available recently.

 

Other single-user options include a number of VNC (Virtual Network Control) packages which are free, ( i.e. no charge, also no support)  which can provide the abilities a small property management company or owner / operator may want to start with.  Some technical assistance will likely be required.  Users at both PC’s can share the Desktop and switch control back and forth,  or a remote user can take over the desktop and work with the applications and data remotely.  This software is often used as a support tool by software and systems “techs” in conjunction with their clients.

 

A program that we have seen compared to VNC is RADMIN (Remote Administrator).  It is not as well known but does offer additional features and apparently is easier to use and install.  The program and support is provided at a very reasonable cost. 

 

Web-Based Solutions –The above Remote Access software is either purchased or acquired as a package fee based, license fee based or free download.  Other options include Web-Based software which is rented/ leased per month.  This type of application is also known by the acronym ASP or Application Service Provider.

(See “The Internet and Property Management Systems” article in March 2003 Rental Owner Magazine).  Two Web-Based Remote-Access Services are GoToMyPC and LapLink Everywhere. Those products/ services are priced at $10 to $20 per month. 

 

As indicated above, other considerations may also apply in selecting the best match for Remote Site Operations. MicroSoft’s Terminal Server is only available with a Windows 2000 Operating System. Some of the alternatives will support remote operations with a dial up modem but based on the type and complexity of the  application a dial up connection may be all but useless in actual performance.   

 

Security Issues -  It is likely that more than one Remote Access system may satisfy your basic requirements for Remote Site Operations.  Even so, we strongly recommend that an additional evaluation re: security be included as part of your

acquisition / implementation decision.  Your network administrator or MCP (Microsoft Certified Professional) should participate in that effort  to insure that adequate security is maintained as part of the Remote Site/ Access operations.  

 

The possibilities of Remote Site system processing are numerous and primarily highly beneficial.  We have products,  services,  and resources  to implement successfully this renewed capability in property management systems operations. 

 

We can demonstrate many of the above techniques now.  Call for an appointment to view and discuss this excellent opportunity to enhance your property management systems and operations.

 

 

 

Dick Jonilonis

Dick Jonilonis & Associates

The Property Management Systems Specialist’s

 

Note:  Additional technical information related to this article was provided by Sean Goss of Crown Computers.  Crown Computers has used Remote Site Operations as an integral element of their many technical support functions with many or most of their clients.

 

July 2003