Lifecycle of a Service Request John McCabe Public Works Agency City of Oakland (510) 238-7982...
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Lifecycle of a Service Request John McCabe Public Works Agency City of Oakland (510) 238-7982 [email protected] Urban Systems Collaborative September 11, 2012
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Transcript of Lifecycle of a Service Request John McCabe Public Works Agency City of Oakland (510) 238-7982...
Lifecycle of a Service Request
John McCabePublic Works Agency
City of Oakland(510) 238-7982
Urban Systems CollaborativeSeptember 11, 2012
Oakland Infrastructure by the Numbers
10th largest city in California
Incorporated in 1852 Population: 411,000 53.8 square miles
• 805 miles of streets• 1500 miles of sidewalks• 1,034 miles of sewer pipes• 402 miles of storm drain pipes• 309 City owned buildings• 38,000 street trees• 640+acres of parks, public grounds• 36,000 street lights• 671 traffic signalized intersections
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Service Requests become Work Orders
When a Work Order is Closed, the Service Request is Closed.
Customer gets an email when Service Request is Opened and when it is Closed. 3
Tracked in a Computerized Maintenance Management System (CMMS)
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Call Center receives 36,000 service requests per year.
Crews complete 60,000 work orders per year
…and growing.
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Service RequestCustomer reports a problem using telephone, email, a smartphone app or website
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Call Center Creates a Service RequestService Request is assigned to a Supervisor
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Supervisor Assigns a Work OrderWork Order is assigned to a Crew Leader
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Crew Does the Job
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Crew Leader Records WorkSelects the Asset that received work (storm drain, street, pipe, etc.)Enters Labor, Equipment, MaterialsUnits Accomplished (3 cubic yards, 4 square feet, etc.)Actual Start Date, Actual Finish Date
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Supervisor Reviews & Closes Work OrderThis closes the Service Request
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Lifecycle of a Service Request
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Coming this Afternoon:
1. More on SeeClickFix – the tool and data flow
2. More on Transparency
3. Q&A
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Thank You!
John McCabe, PMP, MCSE
Manager, Business and Information Analysis Division
Public Works Agency
City of Oakland
(510) 238-7982
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Streamlining Problem Reporting, Improving Transparency, and Facilitating
Civic Conversation
John McCabePublic Works Agency
City of Oakland(510) 238-7982
Urban Systems CollaborativeSeptember 12, 2012
Let’s take a look: SeeClickFix mobile app
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ReportAfter tapping Report, it uses GPS to identify your current location (double-check it!)
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LocationIf the location of the issue is different from your current location, you can type in a location.
In this case, I typed in 12th & Harrison, Oakland, CA and it automatically entered it as 298 12th St.
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SummaryTapping Summary from the home screen gives you a list of choices
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DescriptionTap Description from the home screen and enter more details,
to help the City quickly understand the issue
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PhotoAdding a photo is very helpful.
It can help the City know which crew to send to address an issue
(e.g., depending on the size of illegally dumped materials, or surface that graffiti is on)
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SubmitTap Submit,and it will be publicly documented
and automatically entered into the Public Works tracking system
When the issue is resolved, it is closed in SeeClickFix.
Emails sent:•When issue is submitted•When there are comments•When issue is closed
Another way to Report A Problem• (510) 615-5566• [email protected]• www.oaklandpw.com • SeeClickFix
–mobile web –Web (www.SeeClickFix.com)–iPhone, Android, and Blackberry
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SeeClickFix Increased Civic EngagementLast Year This Year
Phone/Email 8,976 8,848
Website 1,505 1,523
SeeClickFix 0 2,618
TOTAL 10,481 12,989
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Fine Print: Compares 2/9/12 (date SeeClickFix announced) - 6/20/12 with 2/9/11 - 6/20/11. Excludes categories BLDGMAINT and FACILITIES (started 4/4/11) and RECYCLING (started 8/1/12). SeeClickFix number shown is based on number from automated interface; SeeClickFix requests from prior to 1/17/12 were entered manually into Cityworks.
All Council Districts are increasingly using non-phone options to Report A Problem
27Fine Print: Compares 2/9/12 (date SeeClickFix announced) - 6/20/12 with 2/9/11 - 6/20/11. Excludes categories BLDGMAINT and FACILITIES (started 4/4/11) and RECYCLING (started 8/1/12). SeeClickFix number shown is based on number from automated interface; SeeClickFix requests from prior to 1/17/12 were entered manually into Cityworks.
SeeClickFix Use Spreading
Average Weekly Reports,Pre-Launch
Average Weekly Reports,Post-Launch
Images From SeeClickFix28
Implementation Decisions• Keep it simple
• Automatic acknowledgement• Call Center reviews issues before sending to
maintenance (operations) supervisors
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Reporting tool Number of Choices
Cityworks (Phone)
222 Service Request Types
Website 69 Service Request Types
SeeClickFix 13 Service Request Types
Configuration: Issues Referred to Others
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Result: Streamlined Problem Reporting
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Result: Facilitates Civic Conversation
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Result: Improved Transparency
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Transparency Started Earlier: Cityworks CMMS Automated Emails when Service Request
Opened and Closed
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Public Works Viewer: Second Step To Transparency
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SeeClickFix: Additional Transparency
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anyone can view issues…
…on the mobile app:
…on the SeeClickFix website
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…or on any website that embeds the SeeClickFix widget
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SeeClickFix in Oakland• SeeClickFix provides a new, fourth
way to Report A Problem
• All requests go to the same place (Public Works Agency Call Center)
• All requests are handled the same, regardless of reporting method
• SeeClickFix is for non-emergency issues
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Questions?John McCabe, PMP, MCSE
Manager, Business and Information Analysis Division
Public Works Agency
City of Oakland
(510) 238-7982
More information:www.oaklandpw.com
www.SeeClickFix.com/oaklandhttp://codeforoakland.org/data-sets/
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