Using Data to Improve Customer Service

Using Data to ImproveCustomer 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

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

Roading Operations Excellence

Customer Service Decision Making

Quality Management Knowledge Retention & Sharing

Data & Analysis Supported Team

Technology & Systems

What Did We Use?

Street View and Aerials

Roading AssetsCulverts, Cesspits Signs Traffic

Signals

Forward Works Programme

Maintenance Contract Dispatches

Contract Areas

REAL CRM EXAMPLESImproving CRM Resolution

“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

Checked the Forward Works Programme for Major Works

Informed caller that resurfacing is planned for this summer.

“Your culvert is blocked and causing my driveway to scour”

Identified the culvert in RAMM GIS while on the phone

Unable to see as it was completely covered with metal.

Resent to CRM to contractor to remedy accompanied with a picture from Street View.

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

Use Street View to Understand the Customer

CRM Clo

sed

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

“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

“Why is the Council not maintainingmy road?”

Roading to move asset Icon in RAMM to correct position

Make more Data Available

Improve the Use of the Tool

Help Customer Services

Th

e B

enef

its

Improved QualityImproved Efficiency

Thank You