The Benefits of integrated ICT Systems in a disaster situation · The Benefits of integrated ICT...

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

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




Lessons learned




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...


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

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


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


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


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



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

Mobile GIS : offline copy of GIS data


SCADA = Supervisory Control And Data Acquisition


realtime management & monitoring “water-factory” (levels in water towers, start/stop pumps, flowrates alarm treatment..)

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




Lessons learned




• 5:34 am: a fire in a warehouse filled with textile in

Hemiksem is reported to the local fire department


• Several firefighter - departments of neighbouring

municipalities joined to help


• A lot of water was needed to extinguish the fire, Pidpa

increased watervolume (more pressure )


• A complex logistical task (people, material,…)

Agenda:

Pidpa: The company




Lessons learned




• 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 !


• 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!


• 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 !


o Strategic disaster center:

located in the Pidpa daily operations center.

Goal: strategic decision making on how to solve the

situation

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%

• 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


• 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 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 !


Agenda:

Pidpa: The company



From normal operational mode to disaster mode

Lessons learned



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 !

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,…)

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!

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 .

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 .




http://www.sap.com/mexico/solutions/netweaver/enterpriseportal/pdf/CS_Pidpa.pdf

http://www.thenewreality.be/presentations/pdf/Day1Track1/114aPidpa_CapGemini.pdf





A collaboration of:

Patrick Vercruyssen Customer Relations Director Pidpa

Pidpa: http://www.pidpa.be [email protected]

[email protected]

Mobile: + 32 475 77 11 01

Office: + 32 3 216 88 15

http://www.pidpa.be/

mailto:[email protected]

The Benefits of integrated ICT Systems in a disaster situation · The Benefits of integrated ICT...

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