Lifecycle of a Service Request John McCabe Public Works Agency City of Oakland (510) Urban Systems Collaborative September 11, 2012

Oakland Infrastructure by the Numbers  10 th 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 2

Service Requests become Work Orders Service Request Work Order When a Work Order is Closed, the Service Request is Closed. Customer gets an when Service Request is Opened and when it is Closed. 3

Tracked in a Computerized Maintenance Management System (CMMS) 4

Call Center receives 36,000 service requests per year. Crews complete 60,000 work orders per year …and growing. 5

Service Request Customer reports a problem using telephone, , a smartphone app or website 6

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Call Center Creates a Service Request Service Request is assigned to a Supervisor 8

Supervisor Assigns a Work Order Work Order is assigned to a Crew Leader 9

Crew Does the Job 10

Crew Leader Records Work Selects the Asset that received work (storm drain, street, pipe, etc.) Enters Labor, Equipment, Materials Units Accomplished (3 cubic yards, 4 square feet, etc.) Actual Start Date, Actual Finish Date 11

Supervisor Reviews & Closes Work Order This closes the Service Request 12

Lifecycle of a Service Request 1 Customer Contacts Call Center Phone, , Website, SeeClickFix mobile app 2 Service Request Created and Assigned to Supervisor (or referred to partner agency) 3 Supervisor Assigns Work Order to Crew 4 Crew Completes Work Order, Work Order Closed Records Asset, Costs, Units Accomplished… 5 Service Request Closed 13

Coming this Afternoon: 1.More on SeeClickFix – the tool and data flow 2.More on Transparency 3.Q&A 14

Thank You! John McCabe, PMP, MCSE Manager, Business and Information Analysis Division Public Works Agency City of Oakland (510)

Streamlining Problem Reporting, Improving Transparency, and Facilitating Civic Conversation John McCabe Public Works Agency City of Oakland (510) Urban Systems Collaborative September 12, 2012

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Let’s take a look: SeeClickFix mobile app 18

19 Report After tapping Report, it uses GPS to identify your current location (double-check it!)

20 Location If 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 th St.

21 Summary Tapping Summary from the home screen gives you a list of choices

22 Description Tap Description from the home screen and enter more details, to help the City quickly understand the issue

23 Photo Adding 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)

24 Submit Tap 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. s sent: When issue is submitted When there are comments When issue is closed

Another way to Report A Problem (510) SeeClickFix – mobile web – Web ( – iPhone, Android, and Blackberry 25

SeeClickFix Increased Civic Engagement Last YearThis Year Phone/ 8,9768,848 Website1,5051,523 SeeClickFix02,618 TOTAL10,48112, 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 27 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.

SeeClickFix Use Spreading Average Weekly Reports, Pre-Launch Average Weekly Reports, Post-Launch Images From SeeClickFix 28

Implementation Decisions Keep it simple Automatic acknowledgement Call Center reviews issues before sending to maintenance (operations) supervisors 29 Reporting toolNumber of Choices Cityworks (Phone) 222 Service Request Types Website69 Service Request Types SeeClickFix13 Service Request Types

Configuration: Issues Referred to Others 30

Result: Streamlined Problem Reporting 31

Result: Facilitates Civic Conversation 32

Result: Improved Transparency 33

Transparency Started Earlier: Cityworks CMMS Automated s when Service Request Opened and Closed 34

Public Works Viewer: Second Step To Transparency 35

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SeeClickFix: Additional Transparency 37 anyone can view issues… …on the mobile app:

…on the SeeClickFix website 38

…or on any website that embeds the SeeClickFix widget 39

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 40

Questions? John McCabe, PMP, MCSE Manager, Business and Information Analysis Division Public Works Agency City of Oakland (510) More information: