Social Media and Asset Management -
47
Social Media for Asset Management Getting the foundations right in local government Presented by Fergal Coleman & Phillip Dooley 29 th May 2013 1
-
Upload
symphony3 -
Category
Technology
-
view
217 -
download
0
description
Getting the foundations right in local government t
Transcript of Social Media and Asset Management -
1
Social Media for
Asset Management
Getting the foundations right in local government
Presented by Fergal Coleman & Phillip Dooley
29th May 2013
Introduction
• Symphony3 – who we are?
• What is social media and what does it mean for Local Government?
• How does it fit into the asset management environment?
• A practical example
Social media - think about people
• Social Media = a set of web tools to allow you to more effectively develop relationships and solve problems for your customers/stakeholders
Why are we doing this?
We can make great gains• 20% improvement in marketing effectiveness• 18% increase in customer satisfaction• 10% reduction in operational costs• 15% decrease in marketing costs• 41% increase in employee satisfaction• 20% decrease in travel costs
“The Rise of the networked enterprise: Web2.0 finds its payday” McKinsey Quarterly, December 2010
• Online is the cheapest way to service customers. A report by SocitM in the UK (www.socitm.gov.uk) on customer service found to service a customer request:
– It costs on average £7.40 face to face
– It costs on average £2.90 by telephone
– It costs on average £0.30 on the web4
Social media is just another channel to better communicate and service customers
Social Media in the hands of every department
7
Objective: Think about relationships
Are more effective stakeholder relationships in the best interests of your organisation?
What would it mean to your council if you were more effective at …..?
Listening SupportingTalking Collaborating
1. Listen (and understand)
“We have two ears and one mouth so that we can listen twice as much as we speak.”
Epictetus (AD 55-c.135)
9
Talking
11
Where?
What?
Supporting
• Lower cost• Self service• Quick
resolution• Reusable
13
https://twitter.com/YarraCouncil/status/322221949596078080
https://www.facebook.com/jenny.dowell.5
https://twitter.com/traffman/status/316683206554423297
https://www.facebook.com/CityOfKingston?sk=messages_inbox&action=read&tid=id.530506540321256
Facebook – Asset Management Example
• Timely updates (e.g. floods, festival)• Community feedback and
engagement• Interactive content
Collaborating – government with citizens
Community Input of Asset Information
• Community Fully Engaged and Participating
• Use any of tools to contact council and they expect service:• Facebook, Twitter, Mobile Apps (council specific apps, neatstreets,
Snapsendsolve), email, sms etc
• Is this the next generation of field capture software ??
The community does the work – apps, open data
www.citizenville.com
Prepare for the worst case scenario…
http://www.symphony3.com/_blog/Online_Business_Strategy_And_Digital_Marketing/post/Leveraging_Social_Media_for_Live_Events/
How does Social Media affect Asset Management ??
Asset Management is Slowly Evolving
We over estimate the change that will occur in
three years and under estimate the change that
will occur in 10 years. • There is a 40 year technology roadmap we are all following.– It is about 20 years since the Internet became available to the public.– We have some idea where we are going for the next 20 years.– Some organisations are already doing things 20 years into the future.• Organisations are currently spread out all over this 40 year road map.• This presentation has a look at the five Asset Management Generations
1990 2010 20302000 2020
FIRST
GENERATION
SECOND
GENERATION
THIRD
GENERATION
FOURTH
GENERATION
FIFTH
GENERATION
Traditional Asset Management
• Traditional Asset Management was fairly straight forward
• A surprising number of buildings are still managed this way.• Arguable some assets only ever need this level of asset management (Guide posts)
Something is not working
We fix it!
Something is Broken
We replace it!
Something has a value
That’s accountants
business!
GIS?
A set of plan draws and a
drafting section
It became obvious that we may not be able to afford to fix things as they break
• Most local governments started with roads and a pavement management system (PMS). (Prompted by Legislation and Federal Policy)• GIS became the primary Asset Capture and Management System.If they weren’t on a map they don’t exist!
When will it fail?
What will it cost to replace?
Lets not tell the accountants!
Will we have the money to
replace it?
What is it’s current
condition?
When is the optimum time to replace it?
What is it’s true current value?
Ability to predict cap ex for 25 years +
The only systematic asset records we
have are our maps
If we put them in a GIS we can capture and manage data
GIS allowed us to manage current
condition and value
Second Generation Asset Management
Third Generation Asset Management
GOOD ASSET MANAGEMENT IS A LOT MORE COMPLEX !
• Government wants us to measure the depreciation – renewal gap.– Are we spending enough to maintain the standard of our assets ?
• We are expected to proactively maintain assets.• We are expected to proactively find defects.
• We need to be able to model different options and outcomes.
• We provide “Services” and have service levels.
• Assets include things like Parks, Buildings and even artwork.
• Finance expect our valuation to agree with theirs!
• The GIS database doesn’t fit two condition values at the same time!
Third Generation Asset Management – WORKS!
We are expected to consider the
community needs.
– Writing Asset plans is fairly easy.
– Making the community need practically change how we do maintenance is a lot harder.
“Does our community consultation make the truck turn left instead of right?”
Work Requests
Customer Requests
Tasks (Jobs)
WORK REQUEST
DATABASEJOBS
DATABASE
CUSTOMER REQUEST
DATABASE
Proactive Inspections
INSPECTIONS DATABASE
Community Consultation
Priority(Hierarchy)
Planned Maintenance
Lifecycle Planning
Request refusals
Hierarchy based
Fourth Generation - Moving into the future.
On average we will complete third generation Asset Management in about 10 years time!
Fourth generation has already started.
Welcome to Web 2.0 (or 3.0? or 4.0?)
Welcome to any information being available instantly anywhere in the world!
Our data just left the building!
What is Web 2.0 (For the non technical)
THE REAL CHANGE IS BEING DRIVEN BY THE INTERNET (Web 2.0)
• What does it do?– Allows any piece of data to be stored anywhere in the world and still
be viewed or edited live anywhere else in the world. (The Cloud)
– Allows any system to send a piece of information to any other system.
• The information contains both data and instructions on what to do with it. (A web service)
– It hangs together using worldwide standards.
– Is the way most screens talk to a database or piece of software.
• It allows social media to exist and thrive.
• For this presentation it looks like this!WEB 2.0
• LIVE !28
Local Government
The Public.The private
Sector.
Other Government
We are now all wired together
WEB 2.0
• Yarra Valley Water Example – A property Search
• Addresses are read directly from an external server to the desktop. 29
Yarra Valley Water The Public.The private
Sector.
Victoria State Government
What does this mean in practice
WEB 2.0
ADDRESS DATABASE
ASSET DATABASE
Property Search
CADASTRE
• Different Organisations work on the same road.
• Organisations can co-ordinate road works• The public can see the road works.• In car navigation will avoid the road works• No-one takes a copy of the works timetable
30
Local Government The PublicUtility
A Future Asset Example – Planned Road Works
WORKS DATABASE
WORKS PLANNING
CADASTREWORKS
DATABASE
WORKS PLANNING
WEB 2.0
SEE ROAD CLOSURES
What can go wrong.
• Data capture has not been put into maintenance.– Old or wrong data has become dangerous, everyone can see it.
• Integration to web 2.0 does not work.
• The data is not accessible
• Integration cannot work without a corporate data model.– Corporate data must be cleaned to match the model.
• i.e. is our address the same as everyone else's address?
• The organisation does not want to change– People must see the need to change.
Work Requests
Customer Requests
Tasks (Jobs)
WORK REQUEST
DATABASE
JOBS DATABASE
CUSTOMER REQUEST
DATABASE
Proactive Inspections
INSPECTIONS DATABASE
Planned Maintenance
Condition Assessment
What can go wrong – Did you ask for this?
PhysicalFinancials
VALUATIONS DATABASE
Asset Design
ACADSPATIAL ??
Capital Works
WORKS MANAGEMENT
PHYSICAL ASSET
REGISTER
GIS System
DIGITAL MAP(GIS)
Customer Requests
CUSTOMER REQUEST
DATABASE
Financial System
Financial Asset
Register
Field Tabletsi.e. iPad
(Live Asset management Functions)
Phonei.e. iPhone
Android
(Live Asset management)
TENDER
WEB 2.0
Fifth generation - Moving further into the future.
We will all move into the fourth generation over the next
10 years!
Fifth generation has already started.
Welcome to Social Media
………..for Asset Management !
The Public is now part of our information systems.
Our data just left the building, and the country!
• The Public are now part of our information systems.
• Social Media includes BYO software
• Your Asset Management iPhone App is NOT Social Media
34
What does the Fifth generation look like ?
Our organisation The Private Sector.The Public.
Other Government/Utilities
WEB 2.0 +
DATABASE
CoreAsset
Functions
X,Y
GIS Analysis & Workflow
CoreAsset
Functions
DATABASE
X,Y
DATABASE
X,Y
DATABASE
X,Y
GIS Analysis & Workflow
DATABASE
X,Y
SOCIAL MEDIA
Moving into the future – the fifth generation
“In the past we (local government) told the
community what we were doing, we have
now evolved to engaging the community in
what we propose to do, but the expectation
of the community today is that not only will
they be engaged but they will directly
influence and they will have control
over what happens. This is not an
unreasonable expectation.”
John Nevins, CEO, City of Kingston.
Work RequestsCustomer Requests Tasks (Jobs)
WORK REQUEST DATABASE JOBS DATABASE
CUSTOMER REQUEST
DATABASE
Proactive Inspections
INSPECTIONS DATABASE
Planned Maintenance
Asset Planning
Request refusals
Hierarchy based
Listening SupportingTalking Collaborating/energising
WEB 2.0 +
Fifth Generation Asset Management
There have been several examples of Council using it during floods.
• Access TO the public through a whole lot of new channels.
• Data stored outside the country ! 37
Council The Public.Victoria State Government
What does this mean in practice
WEB 2.0
FACEBOOK DATABASE
Live 1 in 100 year Flood Event
PUBLIC WARNING USING FACEBOOK
(DURING THE EVENT accessible by phone)
38
Our organisation The Private Sector.The Public.
Other Government/Utilities
How will they tell us what to do?
WEB 2.0 +
DATABASE
CoreAsset
Functions
X,Y
GIS Analysis & Workflow
CoreAsset
Functions
DATABASE
X,Y
DATABASE
X,Y
DATABASE
X,Y
GIS Analysis & Workflow
DATABASE
X,Y
SOCIAL MEDIA
39
Brimbank 2011
MatureAsset
Functions
A Practical Example – Brimbank City Council Pilot
ASSET DATABASE
X,Y
Mature CRM
Functions
CUSTOMER DATABASE
Mature GIS
Functions
GIS DATABASE
X,Y
Official Public Website
Neat Streets
Snap Send Solve
???
Blogs
Forums???
THE FOREIGN WORLD OF SOCIAL MEDIA
• Mature lifecycle based asset management.
• Mature GIS with 600+ users.• Duplication of asset and GIS data
entry• No single source of Truth
• A vague understanding of Social media
• Poor understanding of what the public think – difficulty engaging them.
40
MatureAsset
Functions
Mature GIS
Functions
The first Step was to make Data Fully Accessible and Useable
ASSET DATABASE
X,Y
Mature CRM
Functions
CUSTOMER DATABASE
DATA STORE
Single Source of Truth One Data Entry Point
Asset Data
Property Data
GIS DATABASE
X,Y
Official Public Website
Neat Streets
Snap Send Solve
???
Blogs
Forums???
THE FOREIGN WORLD OF SOCIAL MEDIA
Open and Accessible SQL and SQL Spatial
Data Environment
One source of Truth – no data entered twice.
No User Impact
41
MatureAsset
Functions
Mature GIS
Functions
We can now link the corporate data to the world!
ASSET DATABASE
X,Y
Mature CRM
Functions
CUSTOMER DATABASE
DATA STORE
Single Source of Truth - Open Data Standards
Asset Data
Social Media Interactions
Customer Data
Property Data
GIS DATABASE
X,Y
WEB 2.0 +
Official Public Website
Other Public & Private
sector including Mapping Agencies
i.e.EMERGENCY
SERVICES
Public & Private Sector Information Services
Can publish our OGC compliant maps (of faults) back to social
media devices
42
The next step was to understand the Social Media Environment
AGGREGATING SOCIAL MEDIA FOR INCLUSION INTO
CORPORATE SYSTEMS
Neat Streets
Snap Send Solve
???
iPhone App
Forums ???
Listen to and
Catch the Social Media
Data – In the Cloud
Understand the issues capturing
asset information from the public on an iPhone.
You will have at least 3 iPhone environments:• Asset management on your
phone– Make and receive work orders– An extension of your internal
system
• Council information on your phone– A version of your website
• BYO software used by the public– You have no control over it– You are expected to catch the
data– This is Social media
43
WEB 2.0 +
MatureAsset
Functions
Mature GIS
Functions
Brimbank then brought the social media data into the building.
ASSET DATABASE
X,Y
Mature CRM
Functions
CUSTOMER DATABASE
DATA STORE
Single Source of Truth - Open Data Standards
Asset Data
Social Media Interactions
Customer Data
Property Data
GIS DATABASE
X,Y
Official Public Website
AGGREGATING SOCIAL MEDIA FOR INCLUSION
INTO CORPORATE SYSTEMS
Neat Streets
Snap Send Solve
???
iPhone App
Forums ???
Unstructured Structured
The two databases are synchronised
every 30 seconds.
Single Integration Point
44
WEB 2.0 +
MatureAsset
Functions
Mature GIS
Functions
How Can it Work for Assets ?
Mature CRM
Functions
DATA STORE
Official Public Website
AGGREGATING SOCIAL MEDIA FOR INCLUSION
INTO CORPORATE SYSTEMS
iPhone App
The data is in the building within 30
seconds.
SOCIAL MEDIACapture• XY, Photo• Description• CRM fault category• Sender details
From• iPhone App• Twitter• Facebook
• Allow a manual check & approval process
• Use XY and the fault category to pickup the Asset_ID.
• Restructure to data to the required format for the CRM
The asset has the fault details and photo
attached in the Corporate Systems.
The twitter message is processed as a normal job
What did Brimbank Learn ?
• You can’t do anything without open clean complete data– You have to achieve single source of truth for data first.
– Most Local Governments are several years from this.
• The Technology is the easy part, the people and process is hard.
• It is not clear where the social media world fits into a Local Government.– Do assets, communications or customer service control it?
– We think it is like GIS, a separate section services all of them.
• Council Staff still expect to totally control the software that the public use.– Your next young employees will assume otherwise
– Making your corporate system available on an iPhone is not social media.
• This does not replace creating or executing work orders directly into your asset management system from a phone or tablet – you need both!
• Local Government is yet to effectively use it to drive asset management.
• This is the start of a 20 year journey!
Summary – Social Media Next Steps
It’s here!
It’s real!
It’s solving Real Local Government problems!
It’s an integral Part of Future Asset Management!
YOU NEED TO GET READY
Web: www.symphony3.com– Strategy: www.symphony3.com/social-media
– Training: www.symphony3.com/training
Fergal Coleman• Director of Symphony3
• Twitter: @Symphony3Think
• Email: [email protected]
• LinkedIn: au.linkedin.com/in/fergalcoleman/
Phillip Dooley• Director of Symphony3
• Email: [email protected]
• LinkedIn: au.linkedin.com/in/phillipdooley/
47
