Incident Management Solutions_IMGS Government User Group 2013

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Simon McCabe discusses how you can utilise Location Publisher and its background processes to partially manage or enhance your Incident Management processes.

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Incident Management Solutions_IMGS Government User Group 2013

  1. 1. Incident Management Workflows CRM Dashboard Mobile Alert Fix your street Simon McCabe Chief Technology Officer IMGS Visualise
  2. 2. Incident Management Solutions Overview Each Authority has the need to accurately record the location of service requests and incidents You are using many methods to achieve this: Oracle CRM, Microsoft CRM Location Publisher CRM Fix My Street, etc. This presentations aim is to show you how you can utilise Location Publisher and its background processes to partially manage or enhance your Incident Management processes.
  3. 3. Incident Management Solutions Reporting Service Requests mobile customer portal call centre Service Requests are logged by members of the public in a variety of ways – mobile devices, Authorities websites and call centres
  4. 4. Incident Management Solutions Storing and Distributing Service Requests The information is stored and managed within a central database server and made available throughout the organisation.
  5. 5. Incident Management Solutions Example Workflow… administration site Fix My Street/Mobile Alert etc. Using Location Publisher Public CRM we will demonstrate a member of the public logging a request and how this can be handled in the background within your organisation Note: This could be any application (it doesn’t have to be Location Publisher Public CRM)
  6. 6. Incident Management Solutions Reporting Service Requests administration site Spatial Report We will demonstrate how Location Publisher’s server side engine can send an email to the CRM team and mobile workforce Note your service request can be enhanced via spatial reports – nearest assets to the location, the electoral division it is within etc…
  7. 7. Incident Management Solutions Reporting Service Requests administration site We will also demonstrate how the CRM/Mobile workforce teams can update and close off service requests via Location Publisher
  8. 8. Demonstration
  9. 9. Incident Management Solutions Summary of Location Publisher CRM Applications
  10. 10. Incident Management Solutions Other solutions Intergraph Mobile Alert Very simple to use mobile client to log issues Cloud based service Used by 75 local authorities worldwide Free to use by members of the public 30,000 members of the public utilising the app. Subscription based model – Authorities subscribes for alerts in their area Intergraph provides updates when alerts are received and also provide WMS and WFS links to the data Can be used in parallel to Location Publisher as a feed for Requests.
  11. 11. Incident Management Solutions Other solutions Fix My Street Report, View or discuss local problems Sends reports to the relevant LA’s Web based tool for incident management Can and has been incorporated with Location Publisher Feed arrives from Fix My Street A process is in place to transfer the issue to the Authorities' Incident Mgt. System The process also calls Location Publisher to generate spatial reports e.g. nearest street, what area is the request in etc.
  12. 12. Incident Management Solutions Summary Location Publisher CRM can play either a large or small part in your CRM process Location Publisher CRM can enhance your current processes via spatial reports, automatic emails, and providing an mapping interface to your CRM and mobile workforces

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