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Performance Management With Web-Based Software

APWA Conference

Public Works Solutions LLC

Edouardo Etienne eetienne@dpwsolutions.com

202-271-2884

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Agenda

• Performance Management

• Trakster Web-Based Application

• Reporting for Performance

• Case Study - District of Columbia

Solid Waste Management

Administration (SWMA)

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• What do you measure? How frequently?

• Are measures: – Meaningful, realistic?

– Tied to Goals & Objectives?

– Able to be routinely reported?

• ‘As Is’ vs. ‘To Be’ Assessments

SMART principle

Specific

Measurable

Attainable

Reliable

Time-bound

“What gets measured gets done”

Performance measures to manage

organizational/operational change

Performance Management

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Inputs

Costs

Work hours

Materials & equipment

Work schedules

Outputs

Customers served

Jobs completed

Capacity installed

Service responses

Accomplishments

Cost / activity

Activities / hour

Response within X time

Change in service or

complaints

Performance Management Types of Measures

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Performance Management Data Systems

Repository of Customer, Operational & Cost Data

Up-to-date technology architecture

Automates business processes

Reliable/consistent reports

Easy & intuitive to use

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Trakster Management

Software

•Work Schedules

•Time/Attendance

•Equipment

•Operational Productivity

•Costs by Route/Activity

•Incidents/Accidents

FieldTrak Field Operations

Trakster: ‘One Stop’

for Management & Performance

Data

•Addresses/Intersections

•Customers

•Service Requests

•Containers

•Services

•Bills & Charges

ServTrak Customer Services

The District of Columbia Solid Waste Management Administration

(SWMA) uses Trakster software to help manage its solid waste &

street sweeping operations.

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Washington D.C.

Trakster Implementation

• Approx. 80+ users access

the system daily conducting

business for the following: – 14 business units

– 200 routes/crews per day

– 50 activities or service types

– 1,000 employees (time/attendance)

– 800+ equipment items

– 75+ service requests / day

• FieldTrak module used for: – Residential Collections

– Street & Alley Cleaning

– Solid Waste Enforcement Program

– Disposal

• ServTrak used for: – Container services & tracking

– Missed pickups/complaints

– Graffiti cleanup

– Nuisance abatement

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FieldTrak: ‘One Stop’

for Operations

Performance Data

Equipment Downtime & Utilization

Routes Completed w’ Overtime

Routes Completed On Schedule

Tons by Route (by Activity/Site)

Labor Hours by Route, Activity

Equipment Breakdowns

Pickups by Route

Collection Time/ Mileage by Route

Driver history by Route/Equipment

Costs by Activity & Route (Labor,

Equipment & Disposal)

Overtime by Employee & Route

Employees on Leave or AWOL

Lane Miles Swept

FieldTrak: Field Operations

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FieldTrak: Field Operations

Crew Assignments

Time/Attendance

Driver Worksheet

Equipment Status

Daily

Work

Process

Performance

Measures

Key Reports

Time/Attendance

Equipment Status

Route Status

Route Performance

Cost by Activity

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ServTrak: Customer Services

ServTrak: ‘One Stop’

for Customer

Service Data

Customer History (owner/tenant)

Customer Payments & Balances

Billing for Services; Charge Schedule

Workflow Actions for Service Requests

Property Addresses (w’ GIS coordinates)

Revenue by Fund & Category

Containers by Type, Status, Vendor

Containers At Address

Routes Assigned to Service Addresses

Service Requests by Status/Type

Service Request Work List for Crews

Billing & Alternate Addresses

Blocks/ Intersections

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ServTrak: Customer Services

Performance Measures

Service Requests by Type/District (Open/ Completed)

Complaints by Route

Containers delivered, repaired, in-inventory

Bills processed, paid

Create Service Requests (SRs)

Assign to crews/inspectors using multi-step workflow

Complete work by step or ‘action’

Close-out when all steps complete

Daily

Work

Process

Performance

Measures

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Case:

Dashboard Reporting • Weekly output of field employee achievements

– Measure the completion rates of trash, recycling, littercan and scheduled (signed)

sweeping routes

– Include Human Capital counts to measure the required versus available resources

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Case:

Dashboard Reporting

• Route efficiency reports provide weekly route and crew

measures of resources & outputs for trash and recycling

routes

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Case:

Dashboard Reporting

• Service Level Agreement reports provide daily & weekly gauges of

how often city services meet their benchmarks for customer service

requests

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Case:

Missed Collections

Report statuses can be generated comparing data across multiple interfacing systems

Weekly Closure Rates can be compared so that service level targets can be met

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Case:

Route Optimization

• Reporting of collection performance before and after route

optimization

• GIS with RouteSmart used for optimization of key

recycling routes in mostly densely populated areas of DC

• Key indicators of the effectiveness of the Reroute include

number of crews deployed, collection time and overall

cost to service the areas

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Case:

Container Services

Daily Status Reports are run to assess ‘Open’ Service Requests

Worksheets are generated by Type & District to assign work to crews

• Service requests are assigned & completed for delivering & repairing

containers by type

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Case:

Right-Way-Mowing

• DPW is reimbursed by DDOT for mowing Right-of-

Way Locations

• Reporting of costs & metrics to support its

charges

– Cost details

– Acreage Mowed

– Crews working

– Labor hours

– Overtime

– Equipment hours

– Disposal tonnage

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Questions & Answers

Thank you!