Edison. The self service helpdesk solution from Mitie. i-fm Technology in FM Awards 2016

Transcription

1 Edison The self service helpdesk solution from Mitie i-fm Technology in FM Awards 2016

2 Edison is Mitie s submission for the i-fm Technology in FM Award The latest addition to the Miworld family is Edison a tool designed to give any building user in a Mitie partnership the ability to log requests with their dedicated Helpdesk directly. Not only does this remove the need for time consuming s or inconvenient phone calls but it also leverages the power of app based design, driving targeted communications and notifications across partners estates. Ȯur automated web service means that anyone with a web enabled smart device can use Edison and make requests on the go. Edison also includes a translator tool that gives international teams the ability to log requests from anywhere in the world. It s a simple idea but one that really makes a difference to our customers with international estates. This document aims to demonstrate how Edison is driving Mitie s ambition to lead the way in FM technology.

3 The Requirement... Mitie s IFM business is responsible for building and maintaining relationships with our largest multi-service clients and our technology offering plays a huge part in supporting their ambitions of becoming trusted advisor to our clients. All of our customers aim to save money and improve efficiency without compromising on service and the Technology Team were challenged to create a new tool to support our customers in achieving this goal. Mitie strives to offer clients a world class service and looks to build long lasting partnerships with its customers. A tool that encourages an open dialogue, creates a modern working environment and improves efficiency was our objective. The spark The Technology team responsible for Miworld quickly identified that whilst we were leading the way with data coming outwardly from our CAFM systems, we were falling short at the front end of the process. Facilities Managers and building users across all of our contracts only had 2 contact options when raising reactive requests with the helpdesk, either by telephone or by . In a society where people are increasingly using automated systems to manage banking, household bills and grocery shopping, a selfservice helpdesk was identified as a way to improve efficiency, as well as reduce operating costs. The concept Edison was designed with all building users in mind, not just the FM community. We wanted to ensure that anyone who works in a Mitie serviced building has the ability to maximise their working day and not be inconvenienced by facilities issues. Edison is a fully optimised site that works on all web enabled devices. As most of the sites we service house hundreds (sometimes thousands) of employees, we quite often find that people do not know who to contact, or how if they have a request. So to ensure that everyone could have access to a Mitie helpdesk, we had to provide users the ability to quickly self-register, so we designed the tool to be as user friendly as possible. Let s take a tour...

4 Instant Registration... Any building user has the ability to create an Edison account in just a few minutes by using our simple registration forms. Accounts are auto approved as soon as the user validates their details using the secure link, meaning users are able to log requests immediately. Client addresses are used to determine service and location availability across the portal. These locations and services are mapped back to the CAFM system and are included in the draft Maximo entry. The contact details provided by the user at the point of registration are accessed by the helpdesk agents and engineers. Users also have the option to upload a photo should they choose. All users can change their password or close their account at any time. They can also set a preferred location that pre-populates the request form.

5 Easy logging... The homepage is designed to instinctively drive users to the most relevant form. Simple icons identify services available on the contract and each predefined form creates a duplicate entry within our CAFM system Maximo. Users logging habits also gives Mitie unique data on how people interact with the buildings we manage, resulting in improved workplace planning and speedier innovation project delivery. Reactive Service apps allow users to submit reactive requests for their building. Users can also make hospitality orders, book meeting rooms and schedule security services Reactive Services Workplace Management apps allow users to maximise their productivity by gaining immediate access to onsite WiFi, plan their arrival by prebooking parking and head for a free desk Workplace Management Communication apps gives building users the ability to provide direct feedback to service lines, ensuring continuous improvement, as well give thanks for a job well done. They can also contact the Edison support team directly through the tech support app Communication

6 Automation... Edison is fully integrated with Maximo and its this two-way communication that is one of the key benefits of the portal. Details provided in pre-defined forms by the end user are used to create a draft entry within Maximo. These requests are then processed by a helpdesk agent and allocated to the relevant service desk for action. As all of the information is provided up front, the processing time for new requests has reduced from an average of 3 minutes to an average of 90 seconds. Requests can be logged on behalf of a colleague, great for FM s who manage more than one location. Users can request that jobs are actioned on certain dates, or during the next planned visit. Photographs are a great way to give the team specific detail/information Users can choose to set their contact preferences for each job, this is particularly useful for high profile/priority jobs

7 Informative... Edison provides an opportunity for Mitie to work towards a fully open book policy, giving all users access to the information required to keep them up to date on the progress of their request. Once a user has made a submission via Edison, all of the information and updates provided within Maximo are available to view within the portal. Users are now given full visibility of progress at the Service Request level rather than the individual work order level, resulting in a better understanding of the process Mitie go through to complete a task. Each service request is likely to have multiple work orders associated to it, our easy to read format means that the user can quickly see the description, target dates and engineer comments. All requests are now available to view in one place, listed in date order and filterable by service. A search box allows users to find service requests quickly by using the reference number or key words. All users are now able to interact with the helpdesk directly by using the chat functionality within the Edison record. All messages relevant to each specific job are now available in one place, rather than in multiple conversations.

8 Communication... Sometimes our customers felt we didn t share enough site news that may affect building users, for example if there was an issue with a particular block of toilets or if there was a lift that was out of service. Bulk s are time consuming to send, generate unnecessary server traffic and are quite often not read by the recipients, so we also designed an app that provides instant updates and news stories relevant to our customers. The Edison News app contains contract specific communications and can be targeted to specific buildings, ensuring updates are relevant for each user. It s a great way to keep everyone up to date on what s happening in a building. Trending... When a reactive request is identified by a user of a large building, multiple people are often affected by the same issue which can result in the same incident being raised with the helpdesk many times. To reduce the number of duplicate requests, we developed a trending app that gives users information regarding what incidents other people are raising. Users can view the entries made by others and quickly see the progress of the request and any other information provided. These task cards are read-only versions of the originator s original submission and cannot be amended by any other user. Filters within the app allow users to view requests at an estate level (All) or at an office level (My office). Preferences for My office are taken from the individual user s user profile.

9 International translation To support our international colleagues, Edison is available in 7 languages. Not only are the forms and news items translated, but any request or message submitted by a user in their native language is automatically translated into English within Maximo. This has significantly increased performance by our helpdesk as information is instantly available and lengthy translation services are rarely required. Edison is available in English, French, German, Swedish, Polish, Norwegian and Finnish. This is to support our European partners and more languages will be added in the future. Comment pouvonsnous vous aider Wie können wir Ihnen helfen Jak możemy ci pomóc How can we help you Hur kan vi hjälpa dig Hvordan kan vi hjelpe deg Kuinka voimme auttaa sinua

10 User Feedback... In August 2016, Edison users from the Deloitte contract were invited to take part in an Edison Feedback Survey. Overall, 85% of the feedback was positive with almost 80% of these users using Edison on a daily or weekly basis. Since its launch in March 2016, Edison usage has increased exponentially month on month resulting in almost 87% of all jobs raised by Deloitte being raised via Edison. 93% of users agreed that Edison was easy to use and 76% agreed that Edison enabled them to do their job more efficiently. Quick stats! Over 3000 users have registered since February 2016 More than 32,000 requests submitted since February 2016 Improved helpdesk logging time down to seconds from 3 minutes 1 contract has saved 1 FTE a year thanks to the automation

11 Continuous improvement... Edison began life as Miworld Colleague. Over the past 9 months, our internal development team have been working tirelessly to make sure we have the best self service tool available. Our continuous improvement project has seen us rebrand the tool, develop new apps inline with customer needs and update functionality as and when required. We will continue to update the tool in an agile way and expect the functionality to increase over the coming months.