Lifecycle of a Service Request
John McCabe
Public Works Agency
City of Oakland
(510) 238-7982
jmccabe@oaklandnet.com
Urban Systems Collaborative
September 11, 2012
Oakland Infrastructure by the Numbers
 10th largest city in
California
 Incorporated in 1852
 Population: 411,000
 53.8 square miles
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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
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Service Requests become Work Orders
Service
Request
Work
Order
When a Work Order is Closed, the Service Request is Closed.
Customer gets an email when Service Request is Opened and when it is Closed.
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Tracked in a Computerized Maintenance
Management System (CMMS)
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Call Center receives
36,000 service requests per year.
Crews complete
60,000 work orders per year
…and growing.
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Service Request
Customer reports a problem using telephone,
email, a smartphone app or website
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(510) 615-5566
PWACallCenter@oaklandnet.com
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Call Center Creates a Service Request
Service Request is assigned to a Supervisor
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Supervisor Assigns a Work Order
Work Order is assigned to a Crew Leader
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Crew Does the Job
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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
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Supervisor Reviews & Closes Work Order
This closes the Service Request
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Lifecycle of a Service Request
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• Customer Contacts Call Center
• Phone, Email, Website, SeeClickFix mobile app
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• Service Request Created and Assigned to Supervisor
• (or referred to partner agency)
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• Supervisor Assigns Work Order to Crew
• Crew Completes Work Order, Work Order Closed
• Records Asset, Costs, Units Accomplished…
• Service Request Closed
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Coming this Afternoon:
1.
More on SeeClickFix – the tool and
data flow
2.
More on Transparency
3.
Q&A
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Thank You!
John McCabe, PMP, MCSE
Manager, Business and Information Analysis Division
Public Works Agency
City of Oakland
(510) 238-7982
jmccabe@oaklandnet.com
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Streamlining Problem Reporting,
Improving Transparency, and Facilitating
Civic Conversation
John McCabe
Public Works Agency
City of Oakland
(510) 238-7982
jmccabe@oaklandnet.com
Urban Systems Collaborative
September 12, 2012
(510) 615-5566
PWACallCenter@oaklandnet.com
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Let’s take a look: SeeClickFix mobile app
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Report
After tapping Report,
it uses GPS to identify
your current location
(double-check it!)
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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
298 12th St.
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Summary
Tapping Summary
from the home screen
gives you a list of
choices
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Description
Tap Description from
the home screen and
enter more details,
to help the City
quickly understand
the issue
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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)
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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.
Emails sent:
•When issue is submitted
•When there are comments
•When issue is closed
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Another way to Report A Problem
• (510) 615-5566
• PWACallCenter@oaklandnet.com
• www.oaklandpw.com
• SeeClickFix
–mobile web
–Web (www.SeeClickFix.com)
–iPhone, Android, and Blackberry
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SeeClickFix Increased Civic Engagement
Last Year
This Year
Phone/Email
8,976
8,848
Website
1,505
1,523
SeeClickFix
0
2,618
TOTAL
10,481
12,989
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.
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All Council Districts are increasingly using
non-phone options to Report A Problem
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.
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SeeClickFix Use Spreading
Average Weekly Reports,
Pre-Launch
Average Weekly Reports,
Post-Launch
Images From SeeClickFix
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Implementation Decisions
• Keep it simple
Reporting tool
Number of Choices
Cityworks
(Phone)
222
Service Request Types
Website
69
Service Request Types
SeeClickFix
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Service Request Types
• Automatic acknowledgement
• Call Center reviews issues before sending to
maintenance (operations) supervisors
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Configuration: Issues Referred to Others
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Result: Streamlined Problem Reporting
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Result: Facilitates Civic Conversation
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Result: Improved Transparency
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Transparency Started Earlier:
Cityworks CMMS Automated Emails when Service Request
Opened and Closed
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Public Works Viewer:
Second Step To Transparency
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SeeClickFix: Additional Transparency
anyone can
view issues…
…on the
mobile app:
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…on the SeeClickFix website
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…or on any website that embeds the
SeeClickFix widget
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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
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Questions?
John McCabe, PMP, MCSE
Manager, Business and Information Analysis Division
Public Works Agency
City of Oakland
(510) 238-7982
jmccabe@oaklandnet.com
More information:
www.oaklandpw.com
www.SeeClickFix.com/oakland
http://codeforoakland.org/data-sets/
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