Public Works & Engineering

1. Public Works & Engineering Service Request Process

2. MYR SWM HHS HPD GSD PRD PWE SERVICE REQUEST PROCESS 3-1-1 Houston Service Helpline CSR IMS / ROWSDSS / EAM Dispatch / Customer Service Rep / Investigator’s Laptop Investigate Work Order PWE No Interface Update CSR ROWSDSS/IMS Interface Close SR Close Work Orders In Work Order Sys Complete Work IMS – Infrastructure Management System ROWSDSS – Right of Way Services Decision Support System EAM – Enterprise Asset Management

3. CSR – ROWFM Interface

4. CSR – IMS/Cityworks Interface 1 2 CSR IMS / Cityworks 3 5 8 3-1-1 Agent 7 4 6 IMS/Cityworks Geo-Coding Server IMS/Cityworks User CW Screen

5. 3-1-1 HOUSTON SERVICE HELPLINE • Service requests are created within the Customer Service Request application (CSR) and distributed to the appropriate department / division • Service requests pass through an interface into IMS and ROWSDSS • Data flows back from IMS and ROWSDSS to CSR; Utility Customer Service Branch – Multi Vendor Reading System (MVRS) sends data to CSR to create service requests for meter leaks and then meter leak service requests flow into IMS

6. PUBLIC WORKS & ENGINEERING DEPARTMENT Engineering & Construction Public Utilities Right of Way & Fleet Maintenance Resource Management / Utility Customer Service Planning & Development Services Traffic & Transportation

7. DISPATCH • Dispatcher / Customer Service Rep opens new service requests and assigns them, within CSR, to investigator/inspector or appropriate section within the division. • Service requests are dispatched over the radio, to laptops or hard copies are printed and given to investigator/inspector

8. INVESTIGATION • Investigator/Inspector receives service requests by radio, printout or laptop • Investigator/Inspector records his/her findings on the service requests printout, through the laptop or reports back to dispatch by radio

9. POST INVESTIGATIONUpdate CSR • Dispatcher / Customer Service Rep receives report from investigator/inspector • Service requests are referred to the appropriate field operation for further investigation if needed • Service requests are referred to other departments/divisions • Service requests are linked to other service requests • Service requests are closed with no action required by the City • Work orders are created

10. WORK ORDER • Work orders are created in the Infrastructure Management System (IMS), Right of Way Services Decision Support System (ROWSDSS) and Enterprise Asset Management (EAM) • Work orders are completed within set duration dates • Work order outcomes flow through the interface from the ROWSDSS back to CSR; No work order outcomes flow from IMS or EAM back to CSR

11. CLOSE SERVICE REQUESTS • Service requests are closed once work is completed • CSR users can view final outcomes of service requests

12. CUSTOMER SURVEYS / QUALITY INSPECTIONS • A random customer contact list of closed service requests are retrieved from CSR • Inspect a random number of service requests for quality assurance • 100+ customer surveys and inspections are completed once a month

13. REPORTS • Forecast overdue service requests • Overdue service requests • Emergency Response Reports (flooding, debris, signals out) • Service requests reports by department, division, branch, section, employee • Individual service request types • Ad hoc capabilities

14. Questions?