City of Tallahassee Underground Utilities System Integration For

City of Tallahassee Underground Utilities System Integration For Improved Customer Service

Technology Driven Customer Service • Customer Service - Top Priority - Drives Sales

System Integration • • • Mobile Work Management Customer Communication Software Customer Satisfaction Surveys Dashboarding / Decision Support Tools GIS / Spatial Data Availability

Mobile Work Management The Heart Of Utility Data • Specific work order types – Meter related services – Atmospheric corrosion inspections – Gas valve maintenance – Leak investigation / repairs

Mobile Work Management The Heart Of Utility Data • Data captured – Work Type – Start and stop times – Resolution / work performed – Supports work order type specific rules – GIS facility identifiers

System Integration • • • Mobile Work Management Customer Communication Software Customer Satisfaction Surveys Dashboarding / Decision Support Tools GIS / Spatial Data Availability

Customer Notifications February 2011: First automated Instant Alert December 2010: First manual Instant Alert August 2012: 11 Automated Response Messages, Over 537, 000 Messages Sent, Over 82, 500 Customers Reached

Communicating With Customers With Proactive Notifications • GIS interface allows for spatial identification of customers to be contacted • Automated communications with customers regarding gas outages and restorations • Recorded voice calls and email communications

Gas Outage -Customer Selection

Gas Outage – Notification Confirmation

Instant Alert Messaging Analysis and Outcomes 11

Instant Alert Dashboards

System Integration • • • Mobile Work Management Customer Communication Software Customer Satisfaction Surveys Dashboarding / Decision Support Tools GIS / Spatial Data Availability

Customer Satisfaction Survey • Transactional surveys sent at time of service • Open source survey tool used to capture customer responses • Dashboarding and reporting tools notify managers of survey results

Online Survey Entry

Survey Dashboard

Management Notification

Management Notification

Customer Interaction • Contact Customer ―Determine Corrective Action ―Customer Satisfaction ―Exceed Customer Expectations

System Integration • • • Mobile Work Management Customer Communication Software Customer Satisfaction Surveys Dashboarding / Decision Support Tools GIS / Spatial Data Availability

Dashboards / Decision Support Tools • Data visualization tool provides graphical representation of collected data • Daily Workload Dashboard provides real time view of work completed by field crews • Work order details and utility data from other areas can be incorporated

Dashboard Solution –Workload By Worktype

Dashboard Solution – Planned/Unplanned

Water Utility Data Analysis

System Integration • • • Mobile Work Management Customer Communication Software Customer Satisfaction Surveys Dashboarding / Decision Support Tools GIS / Spatial Data Availability

Integration of GIS Data • Tied to communication software for geographically targeted notifications • Attached to mobile work management application for data validation and work identification • Bi-directional integration to improve data accuracy in GIS

Integration With Communication Software

Mobile Work Management Tie In

City of Tallahassee Underground Utilities Questions?