Customer Service You Can APP reciate! Blending Mobile Apps, Web Requests and Technology

Transcription

1 Customer Service You Can APP reciate! Blending Mobile Apps, Web Requests and Technology Tuesday, August 27 th, 2013 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. Manhattan Beach, California Rick Ruiz, PWLF, Deputy Director, Alameda County Public Works Agency Alameda County California Learning Objectives: Identify current technology that assists in customer service. Determine the best application of technology based on your agency s needs. Recognize the benefit of technology under limited resources. 2 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 1

2 Agenda Introduction of agencies County of Santa Clara County of Alameda Agency Use of Technology for: Efficiency of Daily Work Increased Customer Service Lessons Learned and Future Expectations 3 Santa Clara County Roads & Airports Department 4 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 2

3 ~1,300 square miles Population of 1.78 million 15 incorporated cities 643 road miles (unincorporated) Both urban and rural mountain roads 5 6 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 3

4 Investigate and Document Current Operations to justify needed resources for levels of service Identify Opportunities for Improvement Develop Recommendations to Establish a business like approach of planning, budgeting, and performing maintenance, and document this innovative way to manage the agency s infrastructure 7 Final Report 39 Findings 28 Recommendations 1 General 10 Planning 10 Organization 3 Directing 4 Control/Improve 8 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 4

5 CMMS Selected Selected after Organizational Review Identified needs of organization Used to track and monitor work Efficiency and Effectiveness Tool for continuous improvement 9 Weeding Brushing Hand Trash Pickup Weekday Tree Maintenance Landscape Maintenance Shoulder Maintenance Culvert/Ditch Hand Pothole Repair Equipment Transport Culvert/Ditch Clean Mech Major Tasks 11 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 5

6 Efficiency and Effectiveness Tracked UNIT COST FY FY FY R101 LANDSCAPE MAINTENANCE (SF) $ 0.30 $ 0.13 $ 0.18 R105 WEEDING (SF) $ 0.43 $ 0.21 $ 0.24 R205 CULVERT/DI CLEAN HAND (EACH) $ $ $ R402 TRASH PICKUP WEEKDAY (CY) $ $ $ R404 TREE MAINTENANCE (EACH) $ $ $ R407 MOWING ROADSIDE (SHLDR MI) $ $ $ R408 BRUSHING MECH (SHLDR MI) $ 151, $ 9, $ 18, R409 BRUSHING HAND (FT) $ 4.00 $ 5.68 $ 3.82 R502 SHOULDER MAINTENANCE (MILES) $ 3, $ 3, $ 2, R507 PATCHING (TONS) $ $ $ 1, UNIT PER HOUR FY FY FY R101 LANDSCAPE MAINTENANCE (SF) R105 WEEDING (SF) R205 CULVERT/DI CLEAN HAND (EACH) R402 TRASH PICKUP WEEKDAY (CY) R404 TREE MAINTENANCE (EACH) R407 MOWING ROADSIDE (SHLDR MI) R408 BRUSHING MECH (SHLDR MI) R409 BRUSHING HAND (FT) R502 SHOULDER MAINTENANCE (MILES) R507 PATCHING (TONS) We were efficient but what about customer response? Needed an easy way to obtain and track citizen requests Ability to compile requests and report response by supervisorial district/area Needed an easy way to respond to citizens Wanted a simple automated system linked to existing maintenance management system 13 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 6

7 Web Requests 14 Can be accessed by staff in two ways Access From Internet Explorer Or within the CMMS 15 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 7

8 Request Status Employees and Managers have status of Work Requests Purple (open) = a new work request Green (processed) = a request that has been turned into a work order Gray (Closed) = request has been closed Red (Denied) = request has been denied (i.e. not a County problem) 16 More Detail 17 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 8

9 Request system integrated with Maintenance Management System Web Requests MMS Work Orders 18 File Attachments to Service Requests Pictures and files can be attached/linked to service requests and work orders in the CMMS. Picture and/or letters from requestor Inspector notes and forms Plans and/or permits 19 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 9

10 Let s Hear From Rick Ruiz, PWLF, Deputy Director Alameda County Public Works Agency square miles Population of 1.51 million 14 incorporated cities 480 centerline road miles 6 drawbridges 21 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 10

11 22 We are always looking for ways to improve service delivery. another way to communicate their needs directly with the Public Works Agency. 23 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 11

12 App Lets County Residents Report Problems to Public Works Use smart phone camera to pinpoint and report graffiti, potholes, roadside trash and other irritants to Alameda County Public Works. Oakland city version also available. Posted by Tom Abate (Editor), San Leandro Patch July 11, 2013 at 12:03 pm A new smartphone application called Mobile Citizen enables helps residents report graffiti, potholes and other irritants to the Alameda County Public Works Agency. The app, available for iphones and Android phones, allows citizens to take a photo of the problem and submit it along with GPS coordinates gathered by their phone. "When they submit a photo, we get the exact coordinates," Deputy Director Rick Ruiz told California Forward. "Before, there were times we couldn't find the problem because people would just say it was near or by something. Now, we're finding it it's within a couple feet." Oakland residents can download and use a similar app to deal with problems that are the city's responsibility. Go to seeclickfix.com for information on that app. Visit the ACGov Mobile page to download Mobile Citizen and other smartphone apps. Read more about Mobile Citizen here. 24 Investigate and Document Current Operations to justify needed resources for levels of service Identify Opportunities for Improvement Develop Recommendations to Establish a business like approach of planning, budgeting, and performing maintenance, and document this innovative way to manage the agency s infrastructure 25 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 12

13 CMMS Selected Selected after Organizational Review Identified needs of organization Used to track and monitor work Efficiency and Effectiveness Tool for continuous improvement 26 Original Work Flow Established 27 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 13

14 Current Work Flow 28 Alameda County Public Works Mobile Citizen Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 14

15 Available free from the ITunes and Google Play Store 30 Registered users receive updates Request created Work order issued Target date assigned Request is complete Betty Smith (510) Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 15

16 Four Easy Steps Trees Trim tree in front of my house. 1.Select the problem type. 2.Snap a photo or select from your own gallery. 3.Type in a comment 4.Submit! 32 Where are you? Take a photo The location is prepopulated based on your GPS coordinates or can be manually entered. 33 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 16

17 Your request and other requests at same location are shown. Click on the Map View button to view the location and drag the pin to correct the location. 34 Where does my Request go? Requests are submitted directly to the County s Maintenance Management Systems and an notification is sent when the status changes. 35 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 17

18 See how many requests you have submitted and view a list. 36 MaintStar Open Requests Work Request Status Approved Not ACPWA In Process Closed/Complete 37 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 18

19 Increased empowerment & involvement of citizens Increased accountability and response to requestors Enhance use of the CMMS, eliminating paper work and manual processes Ease of reference to work status Increased expectations with feedback at all levels Business processes and technology to keep pace Results Staff challenged to innovate and seek operational efficiencies 38 Lessons Learned There are many technologies available, but select the right one for your needs Current technology can be implemented to increase customer service and accountability Technology can be implemented with limited resources 39 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 19

20 Questions Rick Ruiz, Deputy Director Alameda County Public Works Agency 954 Turner Court Hayward, California Phone (510) Amie Drotning, PWLF, Senior Associate LA Consulting, Inc Manhattan Ave, Suite 310 Manhattan Beach, CA Phone: (310) Celebrating our 20 th year of Helping Public Works Work! 40 Amie Drotning, PWLF, Senior Associate, LA Consulting, Inc. 20