Incident Management

Simon McCabeChief Technology Officer

IMGS

Visualise

Workflows

CRM

Dashboard

Mobile Alert

Fix your street

Each Authority has the need to accurately record

the location of service requests and incidents

You are using many methods to achieve this:

Oracle CRM, Microsoft CRM

Location Publisher CRM

Fix My Street, etc.

This presentations aim is to show you how you can utilise Location

Publisher and its background processes to partially manage or

enhance your Incident Management processes.

Incident Management SolutionsOverview

Service Requests are logged by members of the public in a variety

of ways – mobile devices, Authorities websites and call centres

Incident Management SolutionsReporting Service Requests

mobile customer portal call centre

The information is stored and

managed within a central database

server and made available throughout

the organisation.

Incident Management SolutionsStoring and Distributing Service Requests

Using Location Publisher Public CRM we will demonstrate a

member of the public logging a request and how this can be handled in

the background within your organisation

Incident Management SolutionsExample Workflow…

administration site

Note: This could be any application (it doesn’t have to be Location Publisher Public CRM)

Fix My Street/Mobile Alert etc.

We will demonstrate how Location Publisher’s server side engine can

send an email to the CRM team and mobile workforce

Incident Management SolutionsReporting Service Requests

administration site

Spatial Report

Note your service request can be enhanced via spatial reports – nearest

assets to the location, the electoral division it is within etc…

We will also demonstrate how the CRM/Mobile workforce teams can

update and close off service requests via Location Publisher

Incident Management SolutionsReporting Service Requests

administration site

Demonstration

Incident Management SolutionsSummary of Location Publisher CRM Applications

Very simple to use mobile client to log issues

Cloud based service

Used by 75 local authorities worldwide

Free to use by members of the public

30,000 members of the public utilising the app.

Subscription based model – Authorities

subscribes for alerts in their area

Intergraph provides updates when alerts are

received and also provide WMS and WFS links

to the data

Can be used in parallel to Location Publisher

as a feed for Requests.

Incident Management SolutionsOther solutions

Intergraph Mobile Alert

Incident Management SolutionsOther solutions

Fix My Street Report, View or discuss local problems

Sends reports to the relevant LA’s

Web based tool for incident management

Can and has been incorporated with Location

Publisher

Feed arrives from Fix My Street

A process is in place to transfer the issue

to the Authorities' Incident Mgt. System

The process also calls Location Publisher

to generate spatial reports e.g. nearest

street, what area is the request in etc.

Incident Management SolutionsSummary

Location Publisher CRM can play either a large or small part in

your CRM process

Location Publisher CRM can enhance your current processes via

spatial reports, automatic emails, and providing an mapping

interface to your CRM and mobile workforces