Public Works

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Public Works Engineering

• Service Request Process

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SERVICE REQUEST PROCESS
3-1-1 Houston Service Helpline
CSR
IMS / ROWSDSS / EAM
Dispatch / Customer Service Rep /
Investigators Laptop
Investigate
Work Order
PWE No Interface
Update CSR
ROWSDSS/IMS Interface
Close SR
Complete Work
Close Work Orders In Work Order Sys
IMS Infrastructure Management System ROWSDSS
Right of Way Services Decision Support System EAM
Enterprise Asset Management
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CSR ROWFM Interface
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CSR IMS/Cityworks Interface
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2
CSR
IMS / Cityworks
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5
8
3-1-1 Agent
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4
6
IMS/Cityworks Geo-Coding Server
IMS/Cityworks User
CW Screen
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3-1-1 HOUSTON SERVICE HELPLINE

• Service requests are created within the Customer
  Service Request application (CSR) and distributed
  to the appropriate department / division
• Service requests pass through an interface into
  IMS and ROWSDSS
• Data flows back from IMS and ROWSDSS to CSR
  Utility Customer Service Branch Multi Vendor
  Reading System (MVRS) sends data to CSR to create
  service requests for meter leaks and then meter
  leak service requests flow into IMS

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PUBLIC WORKS ENGINEERING DEPARTMENT
Engineering Construction
Public Utilities
Right of Way Fleet Maintenance
Resource Management / Utility Customer Service
Planning Development Services
Traffic Transportation
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DISPATCH

• Dispatcher / Customer Service Rep opens new
  service requests and assigns them, within CSR, to
  investigator/inspector or appropriate section
  within the division.
• Service requests are dispatched over the radio,
  to laptops or hard copies are printed and given
  to investigator/inspector

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INVESTIGATION

• Investigator/Inspector receives service requests
  by radio, printout or laptop
• Investigator/Inspector records his/her findings
  on the service requests printout, through the
  laptop or reports back to dispatch by radio

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POST INVESTIGATIONUpdate CSR

• Dispatcher / Customer Service Rep receives report
  from investigator/inspector
• Service requests are referred to the appropriate
  field operation for further investigation if
  needed
• Service requests are referred to other
  departments/divisions
• Service requests are linked to other service
  requests
• Service requests are closed with no action
  required by the City
• Work orders are created

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WORK ORDER

• Work orders are created in the Infrastructure
  Management System (IMS), Right of Way Services
  Decision Support System (ROWSDSS) and Enterprise
  Asset Management (EAM)
• Work orders are completed within set duration
  dates
• Work order outcomes flow through the interface
  from the ROWSDSS back to CSR No work order
  outcomes flow from IMS or EAM back to CSR

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CLOSE SERVICE REQUESTS

• Service requests are closed once work is
  completed
• CSR users can view final outcomes of service
  requests

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CUSTOMER SURVEYS / QUALITY INSPECTIONS

• A random customer contact list of closed service
  requests are retrieved from CSR
• Inspect a random number of service requests for
  quality assurance
• 100 customer surveys and inspections are
  completed once a month

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REPORTS

• Forecast overdue service requests
• Overdue service requests
• Emergency Response Reports (flooding, debris,
  signals out)
• Service requests reports by department, division,
  branch, section, employee
• Individual service request types
• Ad hoc capabilities

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Questions?