1. 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

2. 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

3. 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. 3

4. Tracked in a Computerized Maintenance Management System (CMMS) 4

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

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

7. (510) 615-5566PWACallCenter@oaklandnet.com 7

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

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

10. Crew Does the Job 10

11. 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

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

13. Lifecycle of a Service Request 1 Customer Contacts Call Center Phone, Email, 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

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

15. Thank You! John McCabe, PMP, MCSE Manager, Business and Information Analysis Division Public Works Agency City of Oakland (510) 238-7982 jmccabe@oaklandnet.com 15

16. 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

17. (510) 615-5566PWACallCenter@oaklandnet.com 17

18. Let’s take a look: SeeClickFix mobile app 18

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

20. 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 298 12th St.

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

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

23. 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. 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. Emails sent: When issue is submitted When there are comments When issue is closed

25. 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 25

26. SeeClickFix Increased Civic Engagement Last YearThis Year Phone/Email8,9768,848 Website1,5051,523 SeeClickFix02,618 TOTAL10,48112,989 26 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.

27. 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.

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

29. 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

30. Configuration: Issues Referred to Others 30

31. Result: Streamlined Problem Reporting 31

32. Result: Facilitates Civic Conversation 32

33. Result: Improved Transparency 33

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

35. Public Works Viewer: Second Step To Transparency 35

36. 36

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

38. …on the SeeClickFix website 38

39. …or on any website that embeds the SeeClickFix widget 39

40. 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

41. 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/ 41