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A collaboration of:
The Benefits of integrated ICT –
Systems in a disaster situation
Patrick Vercruyssen Customer Relations Director Pidpa
SAP Utilities Conference – San Antonio, September 18 – 21, 2011
Agenda:
Pidpa: The company
Available ICT - systems
The morning of December 6, 2010
From normal operations to disaster mode
Lessons learned
The benefits of integrated ICT – systems in
a disaster situation
Agenda:
Pidpa: The company
Available ICT - systems
The morning of December 6, 2010
From normal operations to disaster mode
Lessons learned
The benefits of integrated ICT – systems in
a disaster situation
Pidpa: the network is the company
Distribution network
• the province of Antwerp – Belgium
• activities: drinking water + waste water •Service area : 2.581 km² ( 973 sq.mile)
•65 municipalities connected
•Water mains : > 12.000 km ( 7460 miles)
•Water Production Centers : 26
•Water Towers : 62
•Pumping stations : 30
•Yearly production : 68 million m³
• > 700 people
•Turnover 2010 = 252 million $
Pidpa: the network is the company
Network of customer
• Drinking water: 500.000 customers
households & industry in
65 municipalities
• Wastewater: Pidpa is active in
28 municipalities, mainly with
the transport of wastewater
using the sewerage - system
Agenda:
Pidpa: The company
Available ICT - systems
The morning of December 6, 2010
From normal operations to disaster mode
Lessons learned
The benefits of integrated ICT – systems in
a disaster situation
Available ICT - systems
Strong integration between spatial
and non – spatial systems
• SAP used for:
o 2002: HR&FIN &SD &
LOG ( MM, PM, PS )
o 2007: ISU & CRM & BW
& MI & MAM
o SAP Portal for internal use
( HR & financial workflow & approval)
OD(HR,ICT,…)
ArcView Ad-hoc
Labo
ArcView Ad-hoc
PRD(Milieu)
ArcView Ad-hoc
DIS
GeoLink Distributie
ArcInfo/ArcFM
ArcView Ad-hoc
HIDRORIO
GeoLink Hidronet
Infonet / Infoworks
ArcInfo/ArcFM
ArcView Ad-hoc
KR
ArcView Ad-hoc
GeoLink Distributie
GeoLink Hidrorio
ICT GIS
GIS-Applications
GeoDatabase
Adm. data
SAP ERPSAP ISU/CRMLIMSSCADADMArchieven...
Available ICT - systems
Key advantages of the Pidpa SAP-implementation:
• Company wide reach of SAP ( FOCUS@PIDPA )
• Mobile-workforce: service- and meterreading orders inte-
grated in PM-order, dispatched to wireless fielddevices. • Enables easy appointment scheduling
• integrated appointment tool integrated within CRM CIC
• Optimized workload (planned/unplanned)
• Integrated mobile solution supported by SAP (MAM,MI)
• Enables full end-to-end automation including SD-billing
• Strong GIS-SAP integration
Available ICT - systems
Integrated use of GIS & SAP Case : water network maintenance - overview
Typical workflow to handle a problem in the network (e.g. water leakage)
Dispatchers
Call to
dispatchers
Workorder feedback
on paper
Create calamity
point in GIS
Zoom to location
in GeoLink
Create SAP
workorder
from GIS
Evaluate workorder
feedback
Call
Complete workorder
in SAP
Dispatch crew
1. A problem call is received, dispatcher zooms to the location based on adress 2. Assess network & situation + create a new SAP workorder from a GIS object 3. Workorder is displayed in SAP to add relevant information 4. Crew(s) are dispatched to the location, based on work order 5. Feedback of the crew is received on paper, and evaluated 6. Calamity point is created in GIS , in case of a structural problem on a main
Available ICT - systems
Integrated use of GIS & SAP Case : water network maintenance – GIS-SAP interface
Step 2 & 3 : create a SAP work order based on a GIS object
Activate the SAP work order tool & select the preferred order-type.
Click on a connection to create a SAP work order for this location. GIS-SAP key = equipmentID
Available ICT - systems
Integrated use of GIS & SAP Case : water network maintenance - results
Overview of workorders/projects for a street or connection(s)
Select streetname(s) & call a SAP report for an overview of orders & projects in that street. GIS-SAP key = street ID
Active workorder
Available ICT - systems
Integrated use of GIS & SAP Case : water network maintenance - results
Overview of calamity points for asset management & analysis
Query calamity points over GIS & SAP information, and display selection in GIS.
Get workorder details based on the selection from SAP GIS-SAP key = workorder ID
Available ICT - systems
Available ICT - systems
GIS SAP customer information
• GIS features:
o One or more connections
o street name
• SAP features
o SAP connection
o SAP business partner
• Common identifier
o Connection number
List detailed data
of selected customers
Slide 15
Mobile GIS : offline copy of GIS data
Available ICT - systems
Slide 16
SCADA = Supervisory Control And Data Acquisition
Available ICT - systems
realtime management & monitoring “water-factory” (levels in water towers, start/stop pumps, flowrates alarm treatment..)
Slide 17
SCADA – details on settings, alarms, graphs,… Available ICT-systems
Available ICT-systems
• In-house ICT department
• 24/24 & 7/7 availability
• Business applications also (!) available on
thin client technology (Citrix Metaframe),
laptop using UMTS & 3G technology or
local internet connection can acces all
critical business applications (remote site)
• In-house contactcenter (30 people) based
on Genesys & Alcatel technology
Agenda:
Pidpa: The company
Available ICT - systems
The morning of December 6, 2010
From normal operations to disaster mode
Lessons learned
The benefits of integrated ICT – systems in
a disaster situation
Slide 20
The morning of December 6, 2010
• 5:34 am: a fire in a warehouse filled with textile in
Hemiksem is reported to the local fire department
Slide 21
The morning of December 6, 2010
• Several firefighter - departments of neighbouring
municipalities joined to help
Slide 22
The morning of December 6, 2010
• A lot of water was needed to extinguish the fire, Pidpa
increased watervolume (more pressure )
Slide 23
The morning of December 6, 2010
• A complex logistical task (people, material,…)
Agenda:
Pidpa: The company
Available ICT - systems
The morning of December 6, 2010
From normal operations to disaster mode
Lessons learned
The benefits of integrated ICT – systems in
a disaster situation
Slide 25
From normal operations to disaster mode
• Monday December 6 – 5:00 pm :
o limited number of customer complaints, brown water not
unusual, residual sediments in piping network, higher flow rate!
• Tuesday December 7 :
o Also limited number brown-water complaints, alternative water
is provided ( limited scale )
o water samples were taken and analysed in our water quality lab
using Laboratory Information Management System (LIMS)
o No standard procedure : in case of fire , take watersample !
Slide 26
From normal operations to disaster mode
• Wednesday December 8:
o Complete analysis results of the samples : E-coli
(Escherichia Coli) and clostridium bacteria found (fecal
contamination). Can cause nausea, diarrhea, fever (flu-like
symptoms)
o Internal quality management procedures requires double
check, additional samples were taken.
• Thursday December 9 :
o Massive numbers of E-coli and clostridium bacteria
“disaster situation” was declared!
Slide 27
From normal operations to disaster mode
• Pidpa had a disasterplan, partly used for small scale
incidents, not yet an a large scale: +/- 18.000 people in
two municipalities Hemiksem & Schelle
• Two disaster-centers were defined:
o Operations disaster center:
in the firehouse of Hemiksem, occupied by fire department,
Red-Cross, local disaster-official, 2 mayors + local pidpa
coördinators + spokesman + distribution point drinking water.
o Goal: first line support for inhabitants !
Slide 28
From normal operations to disaster mode
o Strategic disaster center:
located in the Pidpa daily operations center.
Goal: strategic decision making on how to solve the
situation
Slide 29
From normal operations to disaster mode
Slide 30
From normal operations to disaster mode
From normal operations to disaster mode
From normal operations to disaster mode Results CIN-action (CIN = Crisis Information Network)
Confirmed 65 %
Answererd but not confirmed
16 %
Phone Busy 3 %
No Answer 15 %
Problem ( not existing nr.)
1%
From normal operations to disaster mode
From normal operations to disaster mode
• External experts helped Pidpa to find the real cause of the problem:
where are the bacteria coming from?
• Intensive rinsing the water network with chlorine reduced the number of
bacteria but source had to be found!
• From the start the fire works activities were a potential source, but no
real proof …
• Interviewing the fire workers gave no clear indication on what happened
• with the help of photojournalists material together with external experts:
reconstructing the events from December 6 in a timeline
From normal operations to disaster mode
• Conclusion: clear indications that the combined
use of polluted river water and Pidpa-water from
hydrants, handled through high-pressure pumps,
was probably the cause.
From normal operations to disaster mode
• From Thursday December 9 Monday December 20 in disaster mode
• On December 15 the situation had improved, water could be used for
drinking after boiling
• Total of 150 press articles (newspapers, local & national TV) on the
subject
• Our company came out as a stronger organisation: “we were there when
they needed us”
• A disaster stretches a company to the limits, and makes it more aware
of the risks and what you can do about it
• Pidpa received congratulations from the 2 mayors for the way we
handled the situation !
From normal operations to disaster mode
Agenda:
Pidpa: The company
Available ICT - systems
The morning of December 6, 2010
From normal operational mode to disaster mode
Lessons learned
The benefits of integrated ICT – systems in
a disaster situation
Slide 39
Lessons learned
• Internal actions :
o Company wide call to give feedback on the way Pidpa
handled the event: >200 usefull suggestions for
improvement were made!
o 3 – monthly follow-up action list in order to improve the
internal disaster plan
o Re-use improved disaster plan: May-2011: smaller scale E-coli
incident, 450 customers involved, disaster-plan worked from
day-one + at first indication of E-coli disaster plan was
activated immediately !
Slide 40
Lessons learned
• External actions :
o Contact with national fire-department organisation in order to
avoid same situation (Belgian Ministry of Internal Affairs)
o Our experience shared with other water-utilities (seminar)
o You are not alone, other organisations outside your
company have also experience with disaster situations and
are also involved from the start ! collaboration & planning!
o Maximize your knowledge on who they are and which role
they can play in a disaster situation! (e.g. CIN, logistics,…)
Slide 41
Lessons learned
• Juridical:
o Disaster situation usually means damage & losses for your
customers, communicate clearly how a claim can be done!
o When the cause is not clear, hire external expertise to
investigate possible scenario’s from day one
o Hire lawyers to assist the company with strategic decisions &
communication
o These actions may not hinder the operational efforts to restore
the normal situation, 2 parallel actions, first things first!
Slide 42
Lessons learned
• Technical: Implement dynamic tracing in GIS to analyze exactly the flow of
the water, to limit the contaminated area
• There are GIS-modules that support disaster situations.
• The use of integrated systems increased our efficiency and
operations in a remote site, a standard “disaster trolley” is
created with basic ICT equipment & support .
Slide 43
Lessons learned • Usefull links : • SAP logistics, HR and Financials at Pidpa :
http://www.sap.com/belux/about/customersuccess/pdf/SAP_reference_Pidpa_Public-Sector_Utilities_EN.pdf
• SAP HR portal at Pidpa
http://www.sap.com/mexico/solutions/netweaver/enterpriseportal/pdf/CS_Pidpa.pdf
• November 2007 : SAP CRM & ISU & BW & MAM ( Mobile Asset Management) & MI ( Mobile Infrastructure)
http://www.thenewreality.be/presentations/pdf/Day1Track1/114aPidpa_CapGemini.pdf)
• GIS at Pidpa , presentations:
http://www.pidpa.be/en/gis/gis.htm
“Gis in the digital organization” , by James B. Pick, John Wiley and Sons, 2008 .
A collaboration of:
Patrick Vercruyssen Customer Relations Director Pidpa
Pidpa: http://www.pidpa.be info@pidpa.be
Patrick.vercruyssen@pidpa.be
Mobile: + 32 475 77 11 01
Office: + 32 3 216 88 15
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