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Copyright 2016 Public Works Solutions LLC 0
Performance Management With Web-Based Software
APWA Conference
Public Works Solutions LLC
Edouardo Etienne [email protected]
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!