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Dispatching Techniques for Service Requests. City of Fort Collins, Colorado Streets Department Model Presented by Holli Keyser, Administrative Support Supervisor. FORT COLLINS. Ranked #1 Best City in the Nation in 2006 Ranked #2 Best City in the Nation in 2008 134,000 Population

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dispatching techniques for service requests

Dispatching Techniques for Service Requests

City of Fort Collins, Colorado

Streets Department Model

Presented by Holli Keyser,

Administrative Support Supervisor

slide2
FORT COLLINS
  • Ranked #1 Best City in the Nation in 2006
  • Ranked #2 Best City in the Nation in 2008
  • 134,000 Population
  • 22,000 Colorado State University
snow operations
Snow Operations
  • Battle 16 storms each season
  • Average Annual Snowfall 57 inches
  • Plow Operations 24/7
    • Two 12-hour shifts
    • 20 drivers each shift
snow equipment materials
Snow Equipment & materials
  • 24 Tandem dumps
    • 4 with Wing plows
    • 1 with Under-body plow
  • Liquid and Granular Materials
    • APEX Meltdown
    • Ice Buster (our politically correct way of saying… SALT!)
snow route priorities
Snow Route Priorities
  • Priority 1 – Arterials
  • Priority 2 – Collectors
  • Priority 3 – Schools, Hospitals
  • Priority 4 – Residential
  • About 560 lane miles covered with Priority 1, 2, 3 streets.
streets staff
Streets STaff

Streets Superintendent

Streets Supervisor

4 Crew Chiefs

45+ Drivers (represented from Streets, Utilities, Traffic departments), 4 Loader Operators, Sidewalk/

Parking Lot Crew

Admin. Support Supervisor

1 Full-time Assistant

1 Half-time Assistant

taking calls
Taking Calls

Call Comes in to Front Desk

Front Desk Enters Information in Cityworks and Dispatches to On-Call Crew Chief

Crew Chief radios information to Driver

Driver or Crew Chief take care of request

cityworks
Cityworks
  • GIS-based Asset Maintenance Management System
    • Assets
    • Work Orders
    • Service Requests
    • Inventory Management
dealing with after hours calls and blizzards
Dealing with After hours Calls and Blizzards
  • Call in extra staff as needed. Use plows as taxis in special circumstances.
  • Work 12-hour shift 6am-6pm
  • Assist with communicating to the public via radio, web, and television.
lessons learned during 2006 2007 blizzards
Lessons Learned during 2006/2007 Blizzards
  • Have a phone back-up plan
    • Utilize support from outside your department/jurisdiction
    • Ability to add additional lines during an emergency
  • Whatever system you have in place, be prepared that it will fail you! What is your Plan B?
slide23
Tips
  • Educate, educate, educate!
  • Frontline people are also your hired Publicity Specialists!
  • Be nice to your frontline people. Buy them flowers, wine, chocolate, massage gift certificates, lunch, whatever!
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