integrating mobile reporting into government public works systems - by citysourced
TRANSCRIPT
Integrating Mobile Reporting Into Work Order Management
Integrating Mobile Reporting Into Work Order Management
Andrew K KirkVP, Sales & Marketing | CitySourced
Andrew K KirkVP, Sales & Marketing | CitySourced
“Often times, all of our resources go into locating and reporting a problem before we even have a chance to fix it.”
- Danny LuDanny LuBusiness Analyst - LAUSDBusiness Analyst - LAUSD
Location
Routing?Routing?
#1#2
#5
#3
#4
The citizen perspective…
…and the complex reality.
CitySourcedEnterprise Citizen Engagement
35+ ASM, WOM, CRM, & more
Mobile City Hall App
GIS-centric
40M+ Residents40M+ Residents
7 Countries7 Countries40M+ Residents40M+ Residents
7 Countries7 Countries
The Problem
The Solution
Advanced Workflows
Data & ROI
Interactive DiscussionInteractive Discussion
As a citizen:1. I don’t really care2. I just want the issue fixed3. Complexity = Disengagement
The ProblemWho’s in charge here?The Problem
Who’s in charge here?
As a County / City / Utility:1. Calls & Emails for Other’s Assets 2. Duplicate Data Entry3. Frustrated Constituents
The ProblemOperational InefficienciesThe Problem
Operational Inefficiencies
•Add Media for Rich Data Collection
The SolutionThe Solution
•Require location with every Report
•Geo-fence Boundary
The SolutionThe Solution
•Self-service based on pre-defined report types
The SolutionThe Solution
•Reduce duplicates by showing nearby requests
The SolutionThe Solution
Multiple Layers with Unique Report IDs
The SolutionOverlapping GeofencesThe Solution
Overlapping Geofences
1. Mashing Up Multiple Jurisdictions2. Based on Location & Request Type3. Completely Transparent to Citizen
The SolutionGeo-Dynamic Application
The SolutionGeo-Dynamic Application
Platform Integration
Cloud Infrastructure
Work Order Intake
Field Worker
Traditional Workflow
(Back Office)
Authoritative Data
Citizen Engagement
Streamline Intake
Work Order Intake
Field Worker
Traditional Workflow
(Back Office)
Authoritative Data
Citizen Engagement
Streamline Entire Process
The SolutionThe Solution
•Real time feedback to residents
AssetAssetManagementManagement
FieldFieldMobilityMobility
Planning &Planning &AnalysisAnalysis
DecisionDecisionSupportSupport
CitizenCitizenEngagementEngagement
A Complete Integrated System
Collect, organize & Collect, organize & exchange dataexchange data
Get information Into and Get information Into and out of the fieldout of the field
Transform data into Transform data into actionable informationactionable information
Disseminate knowledge Disseminate knowledge where & when it’s where & when it’s
neededneeded
Public accessPublic access
Asset Mgmt Comm Analyst CitySourced COP CitySourced
Complete Integrated System
Advanced Workflows & Routing
Advanced Workflows & Routing
Verification Roll Costs Cost
Public Works Employee Time: 1 Hour $24.04
Employee Taxes, Benefits & Pension $7.21
Vehicle Fuel: 10 Miles Round Trip $4.00 (10 mpg)
Vehicle Wear & Tear $3.37 ($0.337/ mile)
SINGLE VERIFICATION TRUCK ROLL = $38.62
Verification Costs
Standardized Report Date & GPS – Remove Guess Work
Total Verification Roll Costs Per Year
$38.62 * 2 Rolls Per Day * 250 Days Per Year
Total Annual Verification Costs = $19,310
Standardized Report Date & GPS – Remove Guess Work
Channel Cost Per Transaction
Walk-In $9.00
Live Phone Agent $5.30 - $4.50
Email $3.00 - $2.50
Phone Self Service $1.85 - $0.45
Web Self Service $0.65 - $0.24
Smartphone Reporting $0.15 - $0.01
Automated Communication Efficiencies
Gartner and Forrester Research
Douglas County, NE Omaha, Ne
530,000 Population
340 Sq Miles
Cityworks History & Deployments
Public Launch
31% of Reports Shifted to CitySourced
Channel Total Service Request Percentage of Total Service Requests
Call 8,031 55%
CitySourced 4,613 31%
Email 317 2%
Voicemail 1,190 8%
Total 14,705
Douglas County Metrics
