The document outlines the use of location publisher and various CRM systems for enhancing incident management workflows within local authorities. It highlights how service requests can be logged, stored, and managed through a central database, enabling effective communication and reporting. Additionally, it discusses the integration of mobile applications like Fix My Street and Intergraph for public reporting and the benefits of spatial reporting in managing service requests.

1. Incident Management
Workflows
CRM
Dashboard
Mobile Alert
Fix your street
Simon McCabe
Chief Technology Officer
IMGS
Visualise

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. 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. 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. 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. 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. 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. Demonstration

9. Incident Management Solutions
Summary of Location Publisher CRM Applications

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. 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. 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