Integrating Mobile Reporting into Government Public Works Systems - by CitySourced

Integrating Mobile Reporting Into Work Order Management

Integrating Mobile Reporting Into Work Order Management

Andrew K KirkVP, Sales & Marketing | CitySourced

Andrew K KirkVP, Sales & Marketing | CitySourced

“Often times, all of our resources go into locating and reporting a problem before we even have a chance to fix it.”

- Danny LuDanny LuBusiness Analyst - LAUSDBusiness Analyst - LAUSD

Location

Routing?Routing?

#1#2

#5

#3

#4

The citizen perspective…

…and the complex reality.

CitySourcedEnterprise Citizen Engagement

35+ ASM, WOM, CRM, & more

Mobile City Hall App

GIS-centric

40M+ Residents40M+ Residents

7 Countries7 Countries40M+ Residents40M+ Residents

7 Countries7 Countries

The Problem

The Solution

Advanced Workflows

Data & ROI

Interactive DiscussionInteractive Discussion

As a citizen:1. I don’t really care2. I just want the issue fixed3. Complexity = Disengagement

The ProblemWho’s in charge here?The Problem

Who’s in charge here?

As a County / City / Utility:1. Calls & Emails for Other’s Assets 2. Duplicate Data Entry3. Frustrated Constituents

The ProblemOperational InefficienciesThe Problem

Operational Inefficiencies

•Add Media for Rich Data Collection

The SolutionThe Solution

•Require location with every Report

•Geo-fence Boundary

The SolutionThe Solution

•Self-service based on pre-defined report types

The SolutionThe Solution

•Reduce duplicates by showing nearby requests

The SolutionThe Solution

Multiple Layers with Unique Report IDs

The SolutionOverlapping GeofencesThe Solution

Overlapping Geofences

1. Mashing Up Multiple Jurisdictions2. Based on Location & Request Type3. Completely Transparent to Citizen

The SolutionGeo-Dynamic Application

The SolutionGeo-Dynamic Application

Platform Integration

Cloud Infrastructure

Work Order Intake

Field Worker

Traditional Workflow

(Back Office)

Authoritative Data

Citizen Engagement

Streamline Intake

Work Order Intake

Field Worker

Traditional Workflow

(Back Office)

Authoritative Data

Citizen Engagement

Streamline Entire Process

The SolutionThe Solution

•Real time feedback to residents

AssetAssetManagementManagement

FieldFieldMobilityMobility

Planning &Planning &AnalysisAnalysis

DecisionDecisionSupportSupport

CitizenCitizenEngagementEngagement

A Complete Integrated System

Collect, organize & Collect, organize & exchange dataexchange data

Get information Into and Get information Into and out of the fieldout of the field

Transform data into Transform data into actionable informationactionable information

Disseminate knowledge Disseminate knowledge where & when it’s where & when it’s

neededneeded

Public accessPublic access

Asset Mgmt Comm Analyst CitySourced COP CitySourced

Complete Integrated System

Advanced Workflows & Routing

Advanced Workflows & Routing

Verification Roll Costs Cost

Public Works Employee Time: 1 Hour $24.04

Employee Taxes, Benefits & Pension $7.21

Vehicle Fuel: 10 Miles Round Trip $4.00 (10 mpg)

Vehicle Wear & Tear $3.37 ($0.337/ mile)

SINGLE VERIFICATION TRUCK ROLL = $38.62

Verification Costs

Standardized Report Date & GPS – Remove Guess Work

Total Verification Roll Costs Per Year

$38.62 * 2 Rolls Per Day * 250 Days Per Year

Total Annual Verification Costs = $19,310

Standardized Report Date & GPS – Remove Guess Work

Channel Cost Per Transaction

Walk-In $9.00

Live Phone Agent $5.30 - $4.50

Email $3.00 - $2.50

Phone Self Service $1.85 - $0.45

Web Self Service $0.65 - $0.24

Smartphone Reporting $0.15 - $0.01

Automated Communication Efficiencies

Gartner and Forrester Research

Douglas County, NE Omaha, Ne

530,000 Population

340 Sq Miles

Cityworks History & Deployments

Public Launch

31% of Reports Shifted to CitySourced

Channel Total Service Request Percentage of Total Service Requests

Call 8,031 55%

CitySourced 4,613 31%

Email 317 2%

Voicemail 1,190 8%

Total 14,705

Douglas County Metrics

Andrew K KirkVP, Sales & Marketing

andrew@citysourced.com