Public Works Game Changing Technology
ArcGIS Online for Service Ticket Management
A Case Study for Enhanced Efficiency and Increased Productivity in Serving Citizens
City of Memphis
“How do we see everything and know where
everything is that we need to work on?
We were asked by the Public Works Drain Maintenance Department to help with this challenge
Topics◎The process is the start of everything
◎Changing mindsets
◎Tackling the integration with Oracle CRM
◎GIS technology and how ArcGIS Online
help save the day
◎The outcome
◎What’s next
Spend time with the
customerInvested a great amount of time getting a real understanding of their business operational processes. There can be no short cuts here. Consisted of ride-alongs with the field crews, attending department staff meetings, consistently engaging senior management to both understand and set expectations.
delays overlaps
bottlenecks misinformation
Paper system created inefficiency causing a disconnect between management, office clerks and field crews
We Needed An End-to-End Solution
Bringing together the 311 ticket information with the ability for everyone to have a common operating picture to be able to see exactly where the issues are, to work on the issues and then update the statuses
Leveraging A Suite of
TechnologiesWe could not find any one-stop shop solution in the market that met all of our needs and still allowed us to retain the Oracle CRM system that the City had already invested millions into. We had no choice but to develop our own solution.
The Solution Leveraged These Tools
◎Enterprise GIS Infrastructure
◎Oracle CRM
◎Console Program/C#.Net
◎Python Scripts◎ArcMap Models◎ESRI Attribute Assistant
◎ArcToolbox -Table to Excel
◎AGO Collector App
◎AGO Web Maps
◎Operation Dashboard
◎Automated Emails◎Custom AGO Widgets◎Oracle/GIS Data Web
Service
Excel Reports
Total Drain Open Tickets & Stats
Tool Example
Both reports are used by Managers,
Supervisors and Dispatchers
Drain Service Level Agreements (SLA) Stats
GIS/Oracle Reconciliation
Used by Office Staff
Excel Reports
Tool Example
Drain Individual Zone Supervisor Requests
Used by Supervisors
AGO Web Maps
Drain Web Map
View and Research
Used by Managers,
Supervisors, Dispatchers
and Engineers
Tool Example
Drain Web Map – Create and Edit
Used by Supervisors, Field Crews,
Dispatchers and Office Staff
Automated Email Reports
Drain – Weekly Barricade Reports
Drain – Daily Overview With Report Links
Both used by Managers, Supervisors,
Office Staff and Engineers
Tool Example
Spend even more time
with the customer
Invested a great amount of time doing training of every position in the process chain. Dedicated personnel to do the training.
Adopting the Solution in Every Area of Work
Robust hands-on training resulted in staff within every part of the workflow becoming comfortable integrating the solution into their day-to-day operations
The Pain The Cure◎ Non-Spatial DB
○ Unable to See on Maps
◎ Database – No Attachments
◎ Ticket Errors
○ Lost Tickets
○ Outside Service Area
◎ Duplicates
○ Many Trips to Same Location
◎ State Billing
○ Manual Process
◎ Reports
○ Only Monthly Reports
○ Non-Customized Reports
○ Can’t Track Metrics
◎ Job Assignments
○ Reactive
◎ Power Outage
○ Office Shuts Down
◎ No Workflow
○ Processes Non-Existent
◎ Spatial GDB
○ View everything on Maps
◎ Related Spatial DB for Attachments
◎ Ticket QA/QC
○ Track Location
○ Immediately Locate Ticket
◎ Duplicates
○ Ability to Stop or Close Duplicates, Saving Time
◎ State Billing
○ Automated Process
◎ Improved Reports
○ Daily Reports
○ Customized Reports
○ Track Metrics (SLA, Age, etc.)
◎ Job Assignments
○ Proactive
◎ Power Outage
○ All Systems accessible
◎ Workflow In Place
○ Processes = Efficiency
Yeah, but what about the results?
All the cool technology and processes thrown at a problem doesn’t mean success unless there are measurable and significantresults that affect a positive change
““Together the ArcGIS Online apps and custom GIS applications have provided theability for my Public Works crews to have access to important and neededinformation in the field, plus allowing work to be completed in the field using theCollector app, while also making it possible for my management team to haveaccess to that same information using the Dashboard tool; all of which havechanged the way we work and deliver services to citizens.
Using these apps we have significantly enhanced productivity levels and theefficiency at delivering services as we are now able to make decisions more quicklybased on accurate and timely data. Ultimately these ArcGIS Online apps arerevolutionizing how Memphis Public Works is able to provide services as increasedproductivity and accountability, implementing new sustainable practices, and usinginformation in strategic ways have really made a difference in how we are able tooperate. Given our successwe’re now looking to roll out this capability to all areas ofPublic Works.”
Robert Knecht, Public Works Director, City of Memphis
Drain Maintenance Service Requests - Average Age (Days to Close)
2014 2015 2016 thru March
All Service Requests 12.9 8.3 4.1
Repairs 15.2 12.9 6.8
Clean Inlets 4.9 3.4 2.6
Cavities 25.4 14.3 6.7
Drain Maintenance Service Requests - Average Age (Days to Close)
0
2
4
6
8
10
12
14
2014 2015 2016
Total Tickets Average Age Total Avg Age
0
5
10
15
20
25
30
2014 2015 2016
Cavities Average Age Cavities Avg Age
0
1
2
3
4
5
6
2014 2015 2016
Clean Inlets Average Age Clean Inlets…
0
2
4
6
8
10
12
14
16
2014 2015 2016
Repair Average Age Repair Tickets…
Take Aways
Leadership Buy-InMust get Buy-In from the top folks. Without that there is no funding and no support
Worker Buy-InMust get Total Buy In from Department Managers and especially workers on the ground
Find the Pain PointsFind the pain points! From there, tools, application, processes, SOPs etc. can be put into place to make the pain go away.
Paint a VisionWork backwards – help department managers to visualize how they would like their departments to function. Find ways to make it happen.
It Takes TimeThis solution/technology is a radical change from the way most government departments work. It takes a lot of time to change mindsets. Personal involvement (engaging senior management, staff meetings, field ride-alongs, etc.). It takes months, not weeks.
Train Train TrainTraining after implementation of technology solutions is critical. A project is not considered successful unless there is complete adoption and the customer is HAPPY
Thanks!Contact us
Della Adams, GIS Program Manager City of [email protected]
Jeff Jackson, GIS Analyst City of [email protected]