using data to improve customer service
DESCRIPTION
RIMS Forum - 20 March 2013 Simon Gough - Whangarei District CouncilTRANSCRIPT
Using Data to ImproveCustomer Service Resolution
using RAMM GIS
Presented by Simon Gough (Roading Asset Manager)
Acknowledgements to my co-writer:
Hilton Ward (Roading Engineering Assistant)
Completed Work
Programmed Maintenance
Reseals Programme
Rehab Programme
Assets Locations
Historical CRMs
Major Projects
Aerial Photography
Upcoming Events
Minor Improvements
Property Data
Patrol Truck Locations
Cyclic Grading
Last Date Inspected
Utility Works
Customer Data
Routine Work Cycle Times
State Highway Works
Emergency Updates
Background Reference Data
Travel Times
Roading Operations Excellence
Customer Service Decision Making
Quality Management Knowledge Retention & Sharing
Data & Analysis Supported Team
Technology & Systems
What Did We Use?
Street View and Aerials
Roading AssetsCulverts, Cesspits Signs Traffic
Signals
Forward Works Programme
Maintenance Contract Dispatches
Contract Areas
REAL CRM EXAMPLESImproving CRM Resolution
“Kamo Rd is the worst in town. It’s full of potholes between Mains Ave and King St”
• Checked Maintenance History• Checked work programmed to be done
Checked the Forward Works Programme for Major Works
Informed caller that resurfacing is planned for this summer.
“Your culvert is blocked and causing my driveway to scour”
Identified the culvert in RAMM GIS while on the phone
Unable to see as it was completely covered with metal.
Resent to CRM to contractor to remedy accompanied with a picture from Street View.
“The water coming from your road is causing sewage to flood over my lawn”
Use Street View to Understand the Customer
CRM Clo
sed
“It is ages since the contractors graded and repaired the potholes!”
“Can WDC install a new Give Way sign at Ted Erceg Rd? There never has been one.”
RAMM Shows that we should have one there. So did Street View
“Why is the Council not maintainingmy road?”
Roading to move asset Icon in RAMM to correct position
Make more Data Available
Improve the Use of the Tool
Help Customer Services
Th
e B
enef
its
Improved QualityImproved Efficiency
Thank You