Using Data to ImproveCustomer Service Resolution             using RAMM GISPresented by Simon Gough (Roading Asset Manager...
Roading Operations Excellence Customer Service        Decision Making                      Knowledge Retention &Quality Ma...
What Did We Use?
Street View and Aerials
Roading AssetsCulverts, Cesspits   Signs      Traffic Signals
Forward Works Programme
Maintenance Contract Dispatches
Contract Areas
Improving CRM ResolutionREAL CRM EXAMPLES
“Kamo Rd is the worst in town. It’s full of   potholes between Mains Ave and King St”• Checked Maintenance History• Checke...
Checked the Forward Works Programme for Major Works                      Informed caller that                      resurfa...
“Your culvert is blocked and causing mydriveway 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  ...
“The water coming from your road iscausing sewage to flood over my lawn”
Use Street View to Understand the            Customer
“It is ages since the contractors gradedand repaired the potholes!”
“Can WDC install a new Give Way sign at     Ted Erceg Rd? There never has been one.”RAMM Shows thatwe should have onethere...
“Why is the Council not maintainingmy road?”Roading to move asset Iconin RAMM to correct position
Make more Data AvailableImprove the Use of the ToolHelp Customer Services
The Benefits               Improved Quality               Improved Efficiency
Thank You
Using Data to Improve Customer Service
Using Data to Improve Customer Service
Using Data to Improve Customer Service
Using Data to Improve Customer Service
Using Data to Improve Customer Service
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Using Data to Improve Customer Service

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Published on

RIMS Forum - 20 March 2013
Simon Gough - Whangarei District Council

Published in: Technology
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Using Data to Improve Customer Service

  1. 1. Using Data to ImproveCustomer Service Resolution using RAMM GISPresented by Simon Gough (Roading Asset Manager) Acknowledgements to my co-writer: Hilton Ward (Roading Engineering Assistant)
  2. 2. Roading Operations Excellence Customer Service Decision Making Knowledge Retention &Quality Management Sharing Data & Analysis Supported Team Technology & Systems
  3. 3. What Did We Use?
  4. 4. Street View and Aerials
  5. 5. Roading AssetsCulverts, Cesspits Signs Traffic Signals
  6. 6. Forward Works Programme
  7. 7. Maintenance Contract Dispatches
  8. 8. Contract Areas
  9. 9. Improving CRM ResolutionREAL CRM EXAMPLES
  10. 10. “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
  11. 11. Checked the Forward Works Programme for Major Works Informed caller that resurfacing is planned for this summer.
  12. 12. “Your culvert is blocked and causing mydriveway to scour”Identified the culvert in RAMM GIS while on the phone
  13. 13. Unable to see as it was completely covered with metal. Resent to CRM to contractor to remedy accompanied with a picture from Street View.
  14. 14. “The water coming from your road iscausing sewage to flood over my lawn”
  15. 15. Use Street View to Understand the Customer
  16. 16. “It is ages since the contractors gradedand repaired the potholes!”
  17. 17. “Can WDC install a new Give Way sign at Ted Erceg Rd? There never has been one.”RAMM Shows thatwe should have onethere. So did StreetView
  18. 18. “Why is the Council not maintainingmy road?”Roading to move asset Iconin RAMM to correct position
  19. 19. Make more Data AvailableImprove the Use of the ToolHelp Customer Services
  20. 20. The Benefits Improved Quality Improved Efficiency
  21. 21. Thank You

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