TSC_BSG_Operations_Portal_v2

Business Solutions Group

Operations PortalVersion 2.0

Delivering technology you can touch

Operations Portal Overview

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Release 1

• Basic service call details including documents generated by Click Mobile and Retriever e.g. service dockets and OH&S forms

• Tailored dashboard reporting based on user profile allowing drilldown from CEO to individual technician KPIs

• Access to Pronto documents added – now a one stop shop for all service call documentation• Images captured in the field now accessible via the service call and FWR module – thus

supporting quoting activity and providing single repository for all site photos. • Granular, real-time FWR and HSE statistics allowing you to proactively manage your technician

base and proactively address underperformance

BEFORE

NOW

COMING SOON• Timesheet Review and Approval • General Document Repository

• HSE Docs• Mobility Docs

• Searchable Mobility Training Manual• Asset Management Portal

Release 2

Release 3

Release 2: Benefits

3

Release 2

FWRs Graph HSE GraphService Calls

• All service call information can be accessed in real time from a single point via a user friendly web interface, providing management with greater visibility of the business.

• Accessible information includes:• Full history of the service call – consolidated from Click Mobile, legacy Retriever documents

& Pronto • Call status history• OH&S forms• Call related images – linked to service calls and FWRs

• Improved reporting functionality with access to FWR and HSE statistics • Graph to show number of FWR by type and by engineer with further drill down functionality to

each individual FWR• Graph to show HSE stats by type and by engineer with further drill down functionality to

individual HSE risk assessments

Portal Dashboard View

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• View Service Call Details• View All Service Call Documents

(Click, Retriever & Pronto) including Images sent back with the job via Click Mobile

• View FWR Images• View FWR Statistics• View HSE Statistics

• View Service Call Details• View All Service Call Documents

(Click, Retriever & Pronto) including Images sent back with the job via Click Mobile

• View FWR Images• View FWR Statistics• View HSE Statistics

Portal Site Menu

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Easy to navigate site with all links available via a drop down menu on each page

Easy to navigate site with all links available via a drop down menu on each page

Service Call Viewer

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• View Service Call Details as seen by the engineers on their mobiles

• View Service Call status history• View all OH&S reports from each

site visit

• View Service Call Details as seen by the engineers on their mobiles

• View Service Call status history• View all OH&S reports from each

site visit

Service Call Viewer - Details

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View Service Call Details as seen by the engineers on their mobiles

View Service Call Details as seen by the engineers on their mobiles

Link to all documents for the service call, Click Images, Retriever & Pronto docsLink to all documents for the service call, Click Images, Retriever & Pronto docs

Service Call Viewer - Status

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View Service Call Status history (Dispatched Finished) including the Incompletion & Completion notes submitted by the engineer

View Service Call Status history (Dispatched Finished) including the Incompletion & Completion notes submitted by the engineer

Service Call Viewer – OH&S

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Each site visit requires a OH&S form to be completed before the service call can be started, each report is available

Each site visit requires a OH&S form to be completed before the service call can be started, each report is available

Service Call Docs

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For the first time all Service Call documents are now available in a single location.Click Mobile & Legacy Retriever documents (Service dockets & OH&S reports), and existing Pronto documents (including the ability to Upload Pronto docs) are all displayed linking 4 different data sources.

Using the Click Mobile functionality to capture images with a service call, engineers can now automatically send back their images for viewing in the Operations Portal.

For the first time all Service Call documents are now available in a single location.Click Mobile & Legacy Retriever documents (Service dockets & OH&S reports), and existing Pronto documents (including the ability to Upload Pronto docs) are all displayed linking 4 different data sources.


Service Call Docs – Click Mobile Images

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Service Call Docs – Retriever & Pronto

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Existing Pronto & Retriever docs relating to the Service call are also available on the operation portal - a virtual ‘one stop shop’ for all service call documents

Existing Pronto & Retriever docs relating to the Service call are also available on the operation portal - a virtual ‘one stop shop’ for all service call documents

FWR Viewer

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Engineers can send back multiple FWR’s during service call site visits.Engineers can send back multiple FWR’s during service call site visits.

FWR Viewer - Details

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Summary details of the FWR with a link to the service call docsSummary details of the FWR with a link to the service call docs

FWR Viewer - Images

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Using the Click Mobile functionality to capture images with a service call, engineers can now automatically send back their FWR images for viewing in the Operations Portal.

Using the Click Mobile functionality to capture images with a service call, engineers can now automatically send back their FWR images for viewing in the Operations Portal.

FWR Reports

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FWR reports are tailored to the use login (i.e., CEO, Branch & Service Managers)The user can filter by start & finish dates and the data is displayed in a pivot table and a stacked bar graph.

FWR reports are tailored to the use login (i.e., CEO, Branch & Service Managers)The user can filter by start & finish dates and the data is displayed in a pivot table and a stacked bar graph.

FWR Reports - Graphs

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A stacked bar graphs shows the number of FWR by type (Quoted Work, DO & Charge and Upgrades) by engineer (as per that users role) for the specified period.

By clicking on any of the bar’s, more details of the FWR’s can be viewed

A stacked bar graphs shows the number of FWR by type (Quoted Work, DO & Charge and Upgrades) by engineer (as per that users role) for the specified period.

By clicking on any of the bar’s, more details of the FWR’s can be viewed

FWR Reports – Pivot Table

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The FWR data is also available in a Pivot Table view, summarised by the Branch Manager & Service Manager and also by the FWR type (Quoted Work, DO & Charge and Upgrades).

Users can also download the report in a formatted Excel spreadsheet.

The FWR data is also available in a Pivot Table view, summarised by the Branch Manager & Service Manager and also by the FWR type (Quoted Work, DO & Charge and Upgrades).


FWR Reports – Detailed View

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Clicking on any of the bar’s in the bar chart, more details of the FWR’s can be viewed with links to the FWR details and Service Call details including any service call documents.

Clicking on any of the bar’s in the bar chart, more details of the FWR’s can be viewed with links to the FWR details and Service Call details including any service call documents.

HSE Reports

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HSE reports are tailored to the use login (i.e., CEO, Branch & Service Managers)The user can filter by start & finish dates and the data is displayed in a pivot table and a stacked bar graph.

HSE reports are tailored to the use login (i.e., CEO, Branch & Service Managers)The user can filter by start & finish dates and the data is displayed in a pivot table and a stacked bar graph.

HSE Reports - Graphs

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A stacked bar graphs shows the number of HSE outcome by type (Pass, Minor & Major Fail) by engineer (as per that users role) for the specified period.

By clicking on any of the bar’s, more details of the HSE’s can be viewed

A stacked bar graphs shows the number of HSE outcome by type (Pass, Minor & Major Fail) by engineer (as per that users role) for the specified period.

By clicking on any of the bar’s, more details of the HSE’s can be viewed

HSE Reports – Pivot Table

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The HSE data is also available in a Pivot Table view, summarised by the Branch Manager & Service Manager and also by the FWR type (Pass, Minor & Major Fail).


The HSE data is also available in a Pivot Table view, summarised by the Branch Manager & Service Manager and also by the FWR type (Pass, Minor & Major Fail).


HSE Reports – Detailed View

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Clicking on any of the bar’s in the bar chart, more details of the HSE’s can be viewed with links to the Service Call details including any service call documents.

Clicking on any of the bar’s in the bar chart, more details of the HSE’s can be viewed with links to the Service Call details including any service call documents.

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Future Releases

• Timesheet Management• General Document Repository

– HSE Docs– Mobility Docs

• Searchable Mobility Training Manual• Asset Management

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Timesheet Management

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Run Timesheet App

Get current days engineer list for processing (@date, @engId)

Does a master timesheet exist for the enginner?

Is it a weekday?

No

Does a Click timesheet exist for the engineer?

No

Create as Master timesheet for engineerMaster Status = ‘Created’

Yes

Yes

Import Customer, Site & Service Call details from Mobility & Pronto

Delete master timesheet activities

Is Master Status = ‘Created’ OR ‘Rejected’

UPDATE Master timesheet with Click timesheet details

GET lunch start & finish times

INSERT master timesheet activities from Click timesheet activities

Validate Click TimesheetGet the Click Timesheet Status and

Validation CodeIs there a Click timesheet? Is there a single Click timesheet?

Click Validation = ‘Fail’

Are there Click activities associated with the timesheet?

Click Validation = ‘Pass’Get Click Status (Submitted /

Rejected / Accepted)

Yes

Yes

No

Yes

Are there Click activities associated with the timesheet?


Are all Click activities on a single Click timesheet?


No Yes

No No

Click Validation = ‘Pass’Get Click Status (Submitted /

Rejected / Accepted)

Yes


Yes

No

Click Validation Code

Click Timesheet Status

Is Click Validation Code = ‘Pass’ AND Click Status = ‘Submitted’

Yes

Does Lunch fall within a Service Call? (i.e., does the Service Call

need to be split?)

Are there more than 1 lunch activities?

No

Raise Error = Duplicate Lunch activitiesYes

Split the Service Call, removing Lunch time from activityYes

Master Status = ‘Imported’

No

UPDATE Master timesheet with Click timesheet details (i.e., not valid)

Is Master Status = ‘Created’

INSERT Manual master activity

No

Yes

Master Status = ‘Adjusted’

UPDATE Master timesheet summary (i.e., summary of all timesheet activities)

Is Master Status = ‘Imported’ AND Click Status = ‘Submitted’

Does total timesheet duration exceed 24 hours?

FAIL (100) ‐ Total timesheet times cannot exceed 24 hours, please adjust and re‐submit.

Yes

Does total timesheet duration = Normal time + overtime

(1.5x & 2x)FAIL (101) ‐ Timesheet times do not match (i.e., normal time and overtime), please adjust and re‐submit.

Has excessive overtime been applied for? (i.e., does OT exceed

total hours submitted or OT during Lunch)

FAIL (102) ‐ You have applied for excessive overtime on one or more timesheet activities or have requested overtime during your submitted Lunch time, please adjust and re‐submit.

Is the timesheet duration long enough (i.e., >= 7:45 or 7:21 mins)

FAIL (103) ‐ Timesheet normal time duration is is not long enough, please enter a timesheet for exactly 7.6 or 8 hours (excluding lunch) with no overtime and re‐submit.

If total duration submitted > normal hours, has OR been

submitted?

FAIL (104) ‐ Your Timesheet is greater than 7.6 or 8 hours, but no overtime has been submitted, please adjust and re‐submit.

If OT has been submitted, have the exact normal hours been

submitted (i.e., 7.6 or 8 hours)

Has Lunch of exactly 30mins been submitted?

If a Parts activity code is used, is there a corresponding Service Call

number for the same day?

FAIL (105) ‐ Timesheet overtime was submitted but the normal time is not exactly 7.6 or 8 hours (excluding lunch), please adjust and re‐submit.

FAIL (106) ‐ Please adjust your Lunch time to 30mins and re‐submit.

FAIL (107) ‐ Please ensure that the additional parts have valid service call numbers associated with them and re‐submit.

No

Yes

No

Yes

No

Yes

Yes

Yes

Yes

No

No

No

No

No

Yes

Master Status = ‘Validated’

Yes

REJECT Timesheet, Master Status = ‘Rejected’, Click Status = ‘Rejected’

Is Master Status = ‘Validated’ AND Click Status = ‘Submitted’

UNDERSIs total timesheet duration

between 7:45 and 8 hours (7:21 & 7:36 for 7.6 hours)

OVERSIs total timesheet duration

between 8 and 8:15 hours (7:36 & 7:51 for 7.6 hours)

Adjust Timesheet activities in order of:1. If more than 40% of the timesheet activities are on Reactive calls, add unders across reactive calls.2. If Reactive + Maintenance + Quoted activities > 20% of total timesheet, add unders across these calls.3. If W code activities > 20% of total timesheet, add unders across these calls.4. If N code activities > 20% of total timesheet, add unders across these calls.

Yes

Yes

No

Yes

Adjust Timesheet activities in order of:1. If N code activities > 5% of total timesheet, subtract overs across these calls.2. If W code activities > 5% of total timesheet, subtract overs across these calls.3. If Maintenance activities > 5% of total timesheet, subtract overs across these calls.4. If Quoted activities > 5% of total timesheet, subtract overs across these calls.5. If Reactive activities > 5% of total timesheet, subtract overs across these calls.



No

Yes

No

Operation PortalTimesheet Management

Adobe Acrobat Document

Click

• Engineer creates timesheet on Click mobile• Engineer submits daily timesheet

Timesheet App

• The Timesheet App processes every timesheet• Rejected timesheets are sent back to engineers mobile for

editing & resubmission• Validated timesheets are sent to the Operations Portal for

manager approval / rejection

Operations Portal

• Approvers (Branch / Service Managers or their designate) can view all timesheet activities

• Approvers can approve or reject the engineers timesheets, including comments.

Timesheet Management - Summary

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When an approved (Branch / Service Manager or designate) login, they will see a summary of their engineers’ timesheet statuses (Submitted, Rejected, Approved)

Clicking on the graph will load the engineers timesheet for the selected day

When an approved (Branch / Service Manager or designate) login, they will see a summary of their engineers’ timesheet statuses (Submitted, Rejected, Approved)

Clicking on the graph will load the engineers timesheet for the selected day


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Summary by engineer

Summary by engineer

Timesheet Management - Details

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View all of the engineers timesheet activities

Add comments for engineer & see timesheet approval historyAdd comments for engineer & see timesheet approval history


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Approver can add comments for the engineer & also view any of the engineers

comments

Approver can add comments for the engineer & also view any of the engineers

comments

The complete timesheet approval history can be

viewed

The complete timesheet approval history can be

viewed