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

Understanding the Business Process

Exposing the pain points

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.

DispatchAssigning work to field crew via

blue paper tickets

Field Worker

Writing updates onto the blue paper tickets

Field Worker

Collecting data and writing onto

the blue paper tickets

SupervisorGenerating

paper reports on progress from paper tickets

Back Office

Clerk working with paper

system for data updates into Oracle CRM

ManagerKeeping up with

what’s happening in the department via paper system

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.

Major Solution Components

BlackGray

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

Tool ExampleService Request Capture

Oracle Data ETL

Name of the program: Oracle2SQL

Programming language used: C#.NET

Tool Example

ESRI Models

GIS/Oracle Reconcile Model

Oracle CRM to GIS Model

Tool Example

Python Scripts

Tool Example

ArcGIS Online Home Page

ESRI ArcGIS Online Environment

Tool Example

ESRI Extension

ESRI Attribute Assistant - ArcMap Extension

Tool Example

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

AGO Collector App/Operation Dashboard

Collector App

Used by Field Crews and CCTV Truck

Tool Example

AGO Operation Dashboard

Public Works – Director Dashboard

Used by City Administrators

Tool Example

Automated Email Reports

Drain – Weekly Barricade Reports

Drain – Daily Overview With Report Links

Both used by Managers, Supervisors,

Office Staff and Engineers

Tool Example

Drain Maintenance Current Workflow

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

Ride Alongs Helping field supervisor on how to enter service ticket

updates

DispatchAssigning tickets

to field crews and monitoring work progress

Field Worker

Inputting status change to

service request ticket

Field Worker

Collecting data and syncing with

geodatabase

ManagementReal-time

information monitoring and decision making

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…

The Future

We are embarking upon something that is even

bigger and bolder

GIS/Oracle “Live Link”

Real-Time data syncing between Oracle CRM and GIS via web services

Better faster intelligent dispatching and assignment planning

Bring it all together for Public Works, Engineering and General Services

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 Memphisdella.adams@memphistn.gov

Jeff Jackson, GIS Analyst City of Memphisjeffery.jackson@memphistn.gov