1. System Overview Penn Fix-it! is a centralized system that allows any student or Penn affiliate to report issues around campus to FRES using a Smart-phone or an online form. These user-generated reports will then populate a dynamic web-based map of Penn’s campus, which will be used by FRES to identify and resolve the problems efficiently. The map will also be accessible to any user in the community. (See Figure 1 for system overview.) Penn Fix-It!: Improved Maintenance Reporting and Management by harnessing Smartphone and Web 2.0 Technology Abstract Facility administrators in organizations must maintain their buildings efficiently and economically. At the University of Pennsylvania (Penn), the Facilities and Real Estate Services (FRES) manage all buildings, using a system called FacilityFocus to let users report maintenance problems. Since the system is inconvenient to locate and use, only 15 percent of the total 60,000 annual maintenance ‘tickets’ are from Penn students. In addition, resolution of tickets is inefficient and costly due to a paper-based system and redundant reporting. Penn Fix-It! enhances FRES’ current ticket reporting, monitoring and resolution system by making it more user-friendly and adding greater functionality. With the advice of FRES managers, the project was designed with two subsystems – an iPhone application and a website. On identifying an issue, users can utilize the iPhone application to conveniently submit ticket information and a photograph, and track the status of their tickets. This information is then passed to the back-end database, and subsequently displayed via Google Map on the website. FRES can use the map to filter tickets by type, update their status and bypass redundant reporting. This system will increase the volume of user- generated tickets, helping identify problems sooner. Additional information such as the photograph also enhances the usability of tickets for FRES. Moreover, FRES can improve response efficiency given the spatial representation and real-time claims reporting. While the current project is limited to the iPhone and Penn, the scope can easily be expanded to include applications on other smart-phones, as well as to organizations with similar multi- stakeholder maintenance systems. Authors Sumo Gupta, SSE ‘10 Sagar Shah, EE ‘10 Henrik Staal, SSE ’10 Advisor Professor Andrew Huemmler Group 6 Demonstration April 22 nd, 2010 9:00-10:00AM 2:00-3:00PM Website and Google Map The website integrates various data inputs to provide a spatial, uncluttered and actionable representation of the issues on a Google Map ‘mashup’ Key Features  Online data input form  Google Map with individual markers for each ticket (See Figure 2) Color coded by Problem Type Clickable to view details and image Marker icon updates alongside ticket status  Filter tickets displayed on the map based on user reported, problem type, time pending (See Figure 3)  Reduce redundancy in ticket reporting Scan existing tickets based on building, floor and problem type, and prompt user input if there is a match  Segregate functionality based on permissions Both users and FRES operators can submit and view their own tickets Only FRES operators can see all reported tickets FRES operators can change ticket status to provide immediate user feedback (via the website as well as automated emails)  Used PHP, Javascript and HTML with Google Maps API iPhone Application The iPhone application is a convenient tool for users in the Penn Community to submit and monitor the status of maintenance related tickets Key Features  Data inputs to populate tickets (See Figure 4)  Automatic update of web-database and Google Map Real-time network connection between app and server  Less than two minutes to submit claims to database  Eight input steps for user  User login to set permissions To log tickets to a specific user Users see own and public tickets  Used Apple iPhone SDK and programmed in Objective-C language Acknowledgments : We would like to thank our advisor, Professor Huemmler, for helping us conceive the project and for his continual support. We would also like to thank Professors Laker, Watrous, and Farnum for their patience and helpful suggestions as we re-scoped the project. Lastly, we want to thank Kenneth Ogawa and Dan Garofalo at FRES for their invaluable advice and enthusiasm. Feedback on Project Kenneth Ogawa, Executive Director of Operations, UPenn Facilities and Real Estate Services “The designers did a great job listening to the problems with the current system and designing solutions to those problems. We currently expend a great deal of effort addressing duplicate work requests… [Penn Fix-It!] has a very well designed user interface that flags potential duplicate work request prior to submission. I’ve recommended that the manufacturer of this software contact the students as I believe this product has great commercial applicability.” Victoria Iannotta, IT Director, UPenn Facilities and Real Estate Services “The design was well thought out and the interface very user friendly. I see value in this concept from the mechanic’s perspective. Having a roadmap of the location of the jobs he is assigned and a visual indication of what he has completed and what remains to be done would be a very useful tool.” Figure 2 – Map view with custom markers by problem type and status Figure 3 – Clicking on marker shows details and photo. Also sorted by problem type ‘Hot’ Figure 4 – Shows select views from the iPhone application as user submits a ticket