1. System Integration For Improved Customer Service City of Tallahassee Underground Utilities

2. Customer Service - Top Priority - Drives Sales Technology Driven Customer Service

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

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

5. 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

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

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

8. 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

9. Gas Outage -Customer Selection

10. Gas Outage – Notification Confirmation

11. 11 Instant Alert Messaging Analysis and Outcomes

12. Instant Alert Dashboards

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

14. 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

15. Online Survey Entry

16. Survey Dashboard

17. Management Notification

19. Customer Interaction Contact Customer ―Determine Corrective Action ―Customer Satisfaction ―Exceed Customer Expectations

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

21. 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

22. Dashboard Solution –Workload By Worktype

23. Dashboard Solution – Planned/Unplanned

24. Water Utility Data Analysis

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

26. 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

27. Integration With Communication Software

28. Mobile Work Management Tie In

29. Questions? City of Tallahassee Underground Utilities