Seamless Information Systems Integration to Optimize Operational Efficiency
Keywords: Integration, Computer Maintenance Management System (CMMS), Geographic Information System (GIS), Customer Information System (CIS) and Mobile
The City of Sacramento Department of Utilities (City) had purchased Azteca Cityworks as the Computer Maintenance Management System (CMMS) to be implemented for the City's Field Services Division, which includes water, sewer, drainage and water conservation services. Cityworks is the first CMMS to be implemented for the water services and will replace Hansen CMMS which is currently used for the sewer and storm services. Cityworks is rolled out with ESRI Arc Geographic Information System (GIS) and is integrated with the City's Peoplesoft Customer Information System (CIS) and distributed to users via mobile solutions. Through this implementation, the City planned to achieve the following for Field Services:
Improved interface between customer service and field services ultimately improving quality of service.
- Optimized field services business processes consistent with best practices and standardized across water, sewer, and storm.
- Leverage mobile solution to provide better dispatching of service personnel and reduce ''windshield time''.
- Ability to schedule and generate electronic and mobile work orders.
- Availability of asset history to forecast required CIP and budgeting.
- Ability to track and monitor manpower, equipment, and material costs for assets.
The City recognizes that successfully implementing a CMMS is the key to further advancing its asset management program. In order to achieve its objectives, the City will integrate CMMS, GIS, CIS and mobile. Streamlining the City's PeopleSoft CIS with the CMMS is a key component to improving customer service. Integrating the two systems and processes will expedite customer service requests and improve quality of service. The GIS integration with the CMMS includes functionality so that maps can quickly be created from selected assets in the CMMS and so that maintenance information (e.g. work order history) can be displayed in the GIS by selecting a feature.
In order to facilitate the maintenance process, a mobile solution is provided to interact with both the GIS and the CMMS to provide functionality such as automated work orders, services requests, inventory management, field maps, routing information, and location coordinates to field operators while on service calls. The mobile solution provides information that helps field services management with workload balancing and vehicle tracking/dispatching.
Key elements of this challenging project include 1) Identify current and optimized business processes; 2) Assess user needs; 3) Acquire stakeholder acceptance; 4) Customize software configuration; 5) Integrate information systems seamlessly; 6) Implement reliable and sustainable technology.
This paper will share the City's project experience and present the results of the information systems integration. The City will share how this project enabled the organization to improve operational efficiency, service levels and asset management.
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