OPERATIONAL SERVICE DELIVERY FOR SOUTH AFRICAN MUNICIPALITIES

Transcription

1 OPERATIONAL SERVICE DELIVERY FOR SOUTH AFRICAN MUNICIPALITIES

2 BUSINESS SOLUTIONS FOR WORK & ASSET MANAGEMENT OPERATIONAL SERVICE DELIVERY FOR SOUTH AFRICAN MUNICIPALITIES Achieving unifi ed service, asset and work management with IBM Maximo software, implemented by Vetasi Cities, municipalities and local government organisations of all sizes shoulder the same responsibility to provide essential services es to their constituents amidst shrinking budgets. They are under pressure to roll out services to more constituents, nts, all while maintaining excellent service levels. As a result, they often struggle to reconcile the confl icting requirements of availability versus demand. If you are responsible for managing day to day operations or physical assets, you know that the only way to increase efficiency ficiency and manage costs effectively is to integrate the service-, asset- and work-management agement processes in the organisation. Municipal service & asset management challenges are exacerbated by the fragmented nature of most existing business solutions. The islands of data that these systems produce cannot be aggregated in a way that supports informed decision-making. Similarly, stand-alone systems make it next to impossible to comply with recognized industry standards, such as PAS 55 (now ISO 55001), and the Governmental Accounting Guideline (GRAP 17). For municipalities to improve operations, a systems unifi cation drive that leverages current data and integrates service-, asset-, and work-management with spatial accounting and billing information, is required. To minimize the impact of workforce changes and aging infrastructure, municipalities must aim to achieve the following with regard to transitional management: > Provide a central repository containing asset-condition and maintenance records. > Use historical and current data to prioritize asset replacement and expansion. > Plan the maintenance of assets based on criticality, usage, and history. This will aid in the optimisation of asset lifespan, the minimising of risk, and will work toward achieving compliance to all required regulations. > Capture service-calls and restoration against the associated asset, in order to provide information for future reporting and decision-making. > Artfully manage a mobile workforce that services geographically dispersed assets. Vetasi 2

3 SOUTH AFRICAN MUNICIPAL CHALLENGES Municipalities face three basic challenges with regard to the improvement of service delivery: Municipalities in South Africa are complex environments to manage. Utility services such as water and electricity are privatised worldwide, while in South Africa, they are still maintained on a local level. 1. Transitions in their workforces and organisations, which leads to the loss of technical knowledge while at the same time coping with aging infrastructure. 2. Improvement of operational effi ciency is required, as smaller municipalities and areas that were traditionally not serviced are merging into larger organisations. 3. Resolution management of reported service delivery issues. CONSOLIDATE OPERATIONAL APPLICATIONS Managing such a widely-distributed, asset-intensive environment can become an unassailable obstacle without properly implemented systems to help identify, plan and execute the work required to ensure continued service delivery. Currently, South African municipalities use a variety of stand-alone systems for each business area, including: > Billing & Financial Systems > CAPEX Processes > Asset Register (GRAP 17) > Help Desk Environments > Work Management Systems > GIS / Spatial Systems Vetasi 3

4 The lack of integration between these hampers the business processes that govern these environments, and has a direct impact on quality of service delivery. Due to fi nancial and legislative pressures, municipalities have intensively overhauled their billing and fi nancial management in the recent past. Most also now have a GRAP 17 compliant asset-register, which is, unfortunately, not for driving the day-to-day integrated infrastructure management. Geographical information systems (GIS) are deployed in specialised environments, such as electricity production, and are primarily used in infrastructure planning. These point solutions have no integration into work and asset management, and only serve to create another isolated silo of unrelated data. It is a simple truth that wherever available data is not comprehensively integrated, service delivery suffers. Municipalities who aim to improve their systems need to harness existing data, identify a well-defi ned operational business process, and engage analytics tools to capture the results of these controls. COMPREHENSIVE MUNICIPAL SOLUTION: Vetasi s solution for South African municipalities is based on the world s leading Enterprise Asset Management System, IBM Maximo, specifi cally adapted to local circumstances. This solution is unique in its ability to correlate asset data from existing GRAP 17 asset registers, GIS, billing and other systems. This immediately helps organisations identify and plan work by making it easy to locate assets geographically, and to select assets for maintenance. (See fi gure 1 for example) Insight into the geospatial relationships between assets and work supports decision making and meaningful reporting. STRATEGIC ASSET MANAGEMENT FOR MUNICIPALITIES With unifi ed management of assets, municipalities are empowered to make more informed decisions about resource allocation and utilisation, through improved results tracking. Fig. 1: How a GRAP 17 asset register is spatially enabled when loaded into Maximo linked to GIS. The end-result is the implementation of a pragmatic and systematic process for maintaining, upgrading and operating physical assets, and cost-effectively managing services, especially for municipalities who have unique requirements. Signifi cant value can be extracted over a relatively short period, by combining and correlating data from existing sources into a single environment. A handy example of the capability of the Maximo solution is the reporting and managing of the repair of water leaks. When reported, using Maximo, the agent can quickly locate the problem through an address search. From here, a new service request can be created in that location, as shown in Figure 2. Viewing the infrastructure, they can accurately identify the location of the problem. This will help direct the crew to the specifi c location for repair purposes. Vetasi 4

5 Fig. 2 Fig. 2: Once the asset is identifi ed, a new service request can be created in that location by the call centre operator Other assets can be viewed on the map, and optional notes and redline information provide additional details to the responding crew. This information prompts the creation of a work-order, which is then checked against open work-orders in the area, maximizing the productivity of the team. Fig. 3 The geospatial context also allows engineers to identify hot spots of repair activity and to leverage other data to make decisions on how best to restore service. This is clearly shown in Figure 3. Fig. 3: The geospatial context enables the engineer toidentify hot spots of repair activity in Maximo. Tracking both required work and location of technicians allows the supervisor to directly allocate work and dispatch the most appropriate resource to the area, as seen in Figure 4. Fig. 4 Fig. 4: The dispatcher has a map based view on where the work must be completed and where the resources are currently located The fi eld technician receives the work order on a tablet, PC or mobile phone, and is routed to the required area of work. Fig. 5 Fig. 5: The fi eld technician receives his work and directions to it on a tablet computer or mobile phone. Figure 6 shows the overview of the work order on closing the job. Fig. 6 Fig. 6: The fi eld technician completes the work order and records the problem, location and action taken. Vetasi 5

6 REDUCED COMPLEXITY & INCREASED CONTROL Achieving asset-management success in today s complex world is a major challenge for municipalities. IBM Maximo Asset Management software delivers a complete work and asset management solution. From a single unifi ed platform, municipalities can monitor and manage their efforts to address regulatory requirements, improve safety and services, maximise asset performance, and reduce costs. Maximo Asset Management provides industry-leading asset-modelling that is suited for all asset infrastructures be they electricity, water, sewerage, roads, parks, buildings or vehicles to better support the growing need for timely maintenance and repair over asset replacement. Built-in features tailored to local governments such as service level agreements, service desks, mobile capabilities, contract-management, depreciation management and standard integration adapters help shorten the time-to-value ratio. Maximo Asset Management also enables management of the ever-increasing number of service providers, whose performance directly impacts asset accountability, capital and operating budgets. Maximo Asset Management streamlines operations by unifying not only the various processes for asset tracking and asset management, but also the legacy systems used in this endeavour. To further reduce complexity, and improve reliability and data integrity, Maximo Asset Management manages all assets from a single, central data repository. Built on a standards-based, service-oriented architecture, the IBM solution supports a centralised implementation across multiple departments and locations, all while integrating with key existing fi nancial and business systems. EXTEND THE POWER OF ASSET MANAGEMENT: Maximo Asset Management can easily be extended to include procurement and supply chain solutions for asset-related materials. This unifying framework brings technology together so that key stakeholders have permanent and easy access to the information they need. Vetasi 6

7 Contact Vetasi for further information, or to make an appointment. Experience our turn-key solution in a live environment. Vetasi (Pty) Ltd south-africa@vetasi.com +27 (0) Vetasi (Pty) Ltd, c/o Anton van Wouw & Mendelssohn streets, Waterkloof Glen 0010, Pretoria Vetasi 7