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Using Data to Improve Customer Service Resolution using RAMM GIS

Using Data to Improve Customer Service Resolution using RAMM GIS. Presented by Simon Gough (Roading Asset Manager) Acknowledgements to my co-writer: Hilton Ward (Roading Engineering Assistant). Completed Work Programmed Maintenance Reseals Programme Rehab Programme Assets Locations

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Using Data to Improve Customer Service Resolution using RAMM GIS

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  1. Using Data to ImproveCustomer Service Resolutionusing RAMM GIS Presented by Simon Gough (Roading Asset Manager) Acknowledgements to my co-writer: Hilton Ward (Roading Engineering Assistant)

  2. Completed Work Programmed Maintenance Reseals Programme Rehab Programme Assets Locations Historical CRMs Major Projects Aerial Photography Upcoming Events Minor Improvements Property Data Patrol Truck Locations Cyclic Grading Last Date Inspected Utility Works Customer Data Routine Work Cycle Times State Highway Works Emergency Updates Background Reference Data Travel Times

  3. Roading Operations Excellence

  4. What Did We Use?

  5. Street View and Aerials

  6. Roading Assets Culverts, Cesspits Signs Traffic Signals

  7. Forward Works Programme

  8. Maintenance Contract Dispatches

  9. Contract Areas

  10. Improving CRM Resolution Real CRM Examples

  11. “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

  12. Checked the Forward Works Programme for Major Works Informed caller that resurfacing is planned for this summer.

  13. “Your culvert is blocked and causing my driveway to scour” Identified the culvert in RAMM GIS while on the phone

  14. Unable to see as it was completely covered with metal. Resent to CRM to contractor to remedy accompanied with a picture from Street View.

  15. “The water coming from your road is causing sewage to flood over my lawn”

  16. Use Street View to Understand the Customer CRM Closed

  17. “It is ages since the contractors graded and repaired the potholes!”

  18. “Can WDC install a new Give Way sign at Ted Erceg Rd? There never has been one.” RAMM Shows that we should have one there. So did Street View

  19. “Why is the Council not maintainingmy road?” Roading to move asset Icon in RAMM to correct position

  20. Make more Data Available Improve the Use of the Tool Help Customer Services

  21. The Benefits Improved Quality Improved Efficiency

  22. Thank You

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