ChristinaTremel commented 8 months ago

Objective

The Data & Technology Services Division is initiating a series of meetings to learn more about Maximo user experiences and processes in TPW. In this meeting we'll be asking questions about how individual teams use Maximo and how it fits into their work processes.

Participants

Goals:

Maximo system performance and functionality
User experience and interface experiences
Current processes within and related to Maximo
User feedback and improvement
Future roadmap and upgrades

Agenda

User experience and interface experiences

Explain your process on how you use Maximo?

PROCESS - Planning

Who plans the work? How do you get work to do?
How is work scheduled and issued out

PROCESS - Implementation

How is work scheduled and issued out?
Who is executing the implementation?

PROCESS - Field Work

Who is executing the work - implementation?
Who is reporting on the work and what are they tracking?

Maximo system performance and functionality

How long is it taking to do a Maximo work order in the field?

PROCESS - Review & Reporting

What is your final review, QC process?
What reporting do you care about? How are you pulling that information out?
What are you reporting?

User feedback and improvement

What challenges are you having with Maximo?

Future roadmap and upgrades

What would you like your work order management system to do that you’re not getting right now? What’s missing?

Points of Contacts

[x] Schedule meeting - 2/8/24
[x] Meet and take notes
[x] Process notes on Miro Maximo Assessment Plan

adry-martinez commented 8 months ago

Feb. 8. 2024 Users requested

[x] Create 2APRHOLD portlet with hold reason PERMIT to be added on Project Coordinator Start Center for PC to track permit requests
[x] Auditing Flex Field 2 attribute in Specifications
[x] create 4-status portlets for each district (South already completed)
[x] Remove duplicated Flex Field 2 North District Portlet

ChristinaTremel commented 6 months ago

Christina's Notes

User experience and interface experiences

Explain your process on how you use Maximo?

Scheduled Work

Work comes from the follow up on CSR for permanent work
Looks at Flex 2 and if work is needed, creates a parent work order
Then wait for the permit process - Areli is responsible for setting up the work order
- Submits request through the ROW Portal
- Sometimes does emergency permitting
- South
  - Looks at spreadsheet
- Guardrail
  - Email of work orders
- Central
  - 2APRHOLD status, permit is the reason
- North
  - Supervisors send the work orders
    - 1NEW
Is easier for Areli to have the status in 2APRHOLD and Adriana suggested that if they use 2APRHOLD, that she could make a portlet for Areli to track permitting
Permits Timeline
- Arterial is 2-3 months, especially if they need a traffic control
- Collector/Residential take 1-2 days
When permit is received, change the status to 2OKTS (ok to schedule)
Come up with a weekly schedule tracked in SharePoint. Try to stick to a schedule, but it usually doesn’t stay that way. (find link)
Work is scheduled by superintendents (supervisors sometimes)
Work order is assigned to the Supervisor
- Responsibility Field
  - Lead is the Owner
  - Superintendent
  - Supervisor
- Supervisors go into the field sometimes but not all the time
Luis and Lara does pavement repair and if it needs markings to be repaired, there’s a spec for ATD Markings , MARKINGS_TYPE , TABS PLACED
- These reports are run and the Project Coordinator sends a report every 2 weeks
  - PDF of list of work order
- Go back to the work orders once the report is sent and add a spec that the work order has been sent
Other groups in the District Maintenance have laptops and Mifis
- Leads and Tech 3s have tablets, but quite a few people don’t use them
- Problem is when they promote, they take laptops with them and they don’t always get replacement
District Maintenance (not CSRs) doing it in the field is about 1% (not very common)
- They use the Daily Activities Report to remember what they did in the field (on the sheet of paper)
- Bring the Daily Activities Report into the office and fill out the Maximo ticket at the shop
- They don’t use the laptops because these are not easy to do in the field
District Maintenance does the Daily Activities Report and take photo on their phone
Bring the Daily Activities Report into the office and fill out the Maximo ticket at the shop
- Leads or Tech 3 will fill out the work order
  - Supervisor does it sometimes if the lead is out
- Email photo to themselves and attach to the Maximo ticket
  - They prefer having photos before and after
- Fill labor, tools, and materials
- Use the desktops at the office or laptops assigned
  - Sometimes there’s a wait because not all of the computers work
- Review that it has pictures and a log and put it into 4COMP (as long as the work order is done at the end of that day)
If it takes multiple days to complete a log, they enter a log for each day
- Different dates on material, labor and tools
- Expected to do it daily

Reactive Work

CSR Work

Phone call comes into 311 or a direct call to dispatch
SR is created in 311
Sent through interface and a Maximo work order is created by dispatch during regular business hours (7am to 5pm). OCE is dispatch.
- Standby creates it after hours (Emergency SRs)
District comes in at 6am and starts looking at work
Work order in Maximo, there are 3 districts
Shon would help if it needs extra support, but once the work order is created the Techs manage their own work
Improvement to the process last year - Supervisors of each district would assign CSRs to particular crews. Now the groups are set in place and there are 2 guys per district. They see exactly what needs to be done and they can pull their own calls live
- 1 Crew Leads over CSRs look at all 3 districts (Cory is the lead over this)
  - Reviews Newly Screened District Work Orders widget on Maximo start center
- 2 guys are assigned to each area per district and pull their own CSRs (Tech 1-3s)
  - Once the lead takes ownership, it moves into an in progress type status and goes into bucket Active Work Orders Owned By Me
  - Fill out the Owner/Lead and change the status to In Progress
  - At first they are doing this in the beginning of the morning, but throughout the day they also have iPads that they can continue finding work
    - 7 iPads total in the group
    - CSR team has enough iPads, but they took iPads from other work groups in District Maintenance (need iPads)
- Most CSR calls take about 15 minutes
Monday morning might have 15 calls ready to respond to
- North district doesn’t get as many as Central and South
CSRs can have multiple priorities
- 2 - only have 48 hours to respond
- 4 - only have 24 hours to respond, but it usually takes them 1-2 hours to respond
Once the ticket is assigned, they go do the work
- If it’s a pothole, they assess it:
  - Go to Problem Code and if it wasn’t a pothole, change it to Alligator Cracking - this is a failure that the subgrade is not compacted properly, water seeped through, and it starts failing
  - Will use Pavement Failure some times and Damaged Pavement
- If they can fix it, they’ll make it safe, but if it’s beyond repair they add a FLEX FIELD 2 (this is a temporary repair)
  - Internal notification using this work order to send it to another Group
  - The group will get the completed work order and they determine if follow up work is needed
  - If follow up work is needed, they create another work order
- Work order fields that are filled out when completing:
  - Actuals: Labors, Materials, Tools
  - Filled out in the field
  - Using EzMax Mobile
  - Entered in the In Progress status
- Then the field staff 4COMP (Completed), Supervisors 4COMP-NFR (Needs Final Review), and Superintendents do 4QACOMP (Closed)
  - Sometimes the 4COMP is missed and the Supervisor does the work order
- Have to select work log, Type field and select status to close out CSR
  - This is problematic to the team because it’s easy to forget this and that will cause the SR to be open
  - Also this change happened with the 311 standardization and only the CSR crew got trained
    - This means that standby crews don’t always complete the work order/CSR correctly
- Then send a follow up work order that a permanent repair is needed. That will go to north/south/central district (not the CSR group)
  - Other District team receives that work order
- Completed work order to determine follow up
  - North: Junior, Bardo
  - Central:
  - South:
- An enhancement they would like to see if who acknowledged the completed work order
  - They acknowledge it by changing Flex Field 2 to Acknowledged By Receiving Group
    - This just overrides that field and there’s no history that that was sent to be reviewed by the District
  - They don’t log if a follow up work order was created
- How long do queues last for the Superintendents doing the last review:
  - Queues are long for North Central South. Noted having ~500 in queue, ~1300 in queue, ~900 in queue
- Spends an 1-2 hours a day looking at Maximo and some

Standby

Only difference is they create work orders that they’re going to respond to
Supervisor is the one on standby
- They monitor Maximo and determine what needs a work order
- Crew under that supervisor is also on standby
  - Monthly rotation - on call (North/Central/South)
  - Standby rotated within that district weekly
  - Some people would like to see it more simplified
When a work order is created, they call the techs to do the work (2-3 people)
Are expected to review it overnight and that is a challenge and does get missed
They have phones that they receive texts from but it’s not used that often
They do have a 24 hour window to respond so it’s usually okay to wait overnight
If it’s an actual emergency, Division Manager receives a call
Coordination between groups
- They coordinate with OCE and flex field work orders back and forth between them if they have question
  - Work is supposed to get reviewed by OCE
- Sometimes work gets sent to Sidewalks (some groups have stopped using it, but not everyone has had this communicated so there are still some people that are sending these)
  - Tripping hazards end with District Maintenance
  - If it’s ADA, it still needs to be sent to Sidewalk

Other ways to receive work

Sometimes work orders are created internally by Supervisors if they see an issue
Special Projects from other division
- Transportation - build guardrails
Help with Service Plan Work
- District maintenance doesn’t have their own service plan work orders, but help with service plan work orders occasionally
UER - help asphalt work

PROCESS - Planning

Who plans the work? How do you get work to do?
How is work scheduled and issued out

PROCESS - Implementation

How is work scheduled and issued out?
Who is executing the implementation?

PROCESS - Field Work

Who is executing the work - implementation?
Who is reporting on the work and what are they tracking?

Maximo system performance and functionality

How long is it taking to do a Maximo work order in the field?

PROCESS - Review & Reporting

What is your final review, QC process?
What reporting do you care about? How are you pulling that information out?
- Reporting is determined by Dave Anderson’s team
- There’s a lot of reporting they do
What are you reporting?

User feedback and improvement

What challenges are you having with Maximo?
- Flex Field 2 happens - need to make sure nothings getting missed during that transfer period
  - It can just easily be erased
- Everyone uses Maximo different and ideas of how things are passed on are different
- Trouble with photos
  - Need the photos to have some context of where things are located
- Onboarding to Maximo is done by Superintendent, Supervisors, or Leads
  - If there’s questions, they go to Adriana and Rene

Future roadmap and upgrades

What would you like your work order management system to do that you’re not getting right now? What’s missing?

Findings:

Overriding Flex field 2 causes issues
- Could we just capture “Acknowledged” as a secondary step in Flex Field 2
- Can we audit Flex Field 2?
  - Auditing one specification would audit all specifications and that would be over 1000

dianamartin commented 6 months ago

4/3/2024

Diana Notes

Reactive Work

Comes in as a SR

Mike, Shon, Corey

Mike - superintendent
- Has a reactive and scheduled

Start

311 Phone Call SR
Or direct call to dispatch]

SR Created

Sent to interface

OCE Dispatch will convert (regular business hours, M-F)

Dispatch team (we’ll need to talk to him) - Lisa
- SBO crew starts at 6 am
- Start at 7 am
- End at 5 pm

“Stand by crew” - On Call

Emergency SRs

North - “Junior”

Central - Mike/Shon/Corey (one lead for that crew)

South - Eli

Superintendent looks at it, Shon (supervisor) looks at it

7 Tablets - they access work group bucket
- Get 9 more for the rest of the
New work is reviewed in these buckets
- “SBO 311 SRs”
- “NEWLY Screened District Work Orders”
- “Active Work Orders Owned By Me”
- Shon only steps in when a call is needed if it’s more complex or different type of emergency
- Tech 1-3
Crew lead is looking at all three geographic area queues
Using automated prioritization

Monday (CSRS from the weekend)

Corey might have 15 work tickets - routine response

Most calls are about 15 minutes within one district

Priority 4: more of an emergency (24 hrs)
Priority 2: less of any emergency (48 hrs)
Routine - 30 to an 1 hour

District Maintenance - other groups investigate (AE, AW)

Investigation: over 550 (2.5 month period)
```
Start responding on work
```
Self assignment - “Owner/Lead” field
Manually change status - 2INP IN PROGRESS

In the Field

Do the work in the field
Change to “Problem Code” if it wasn’t a pothole, “alligator cracking”
- North: never used “alligator cracking”, “damaged pavement”
Go to “Specifications”, go to “Flex2”
- Makes requires follow up work - (ex. N/C/S - investigate for future work)
- Dropdown of various groups list
- “Acknowledged by Receiving Group” - final state of “Flex 2”
  - Do you add a log note? No
    - They don’t do this right now, but probably should
Go to Actuals
- Labor
- Materials
- Tools
They do this on the tablet, EzMaxMobile
- Bookmarking their work for entry later
  - Using a paper form “Daily Activities Report”
NEW - 1NEW
3FR - Final Review
Field Staff 4COMP
Supervisor 4COMP-NFR (Submitted but needs QA/QC)
Supervisor 4QACOMP

Superintendents creates new parent work

N: Junior -
C: Bobby/Mike -
S: Eli/Luis -

Queues - lots of tickets to review (1800)

Junior - 1 to 2 hours

Every person should be Maximo everyday

So you have to select work log in Work Order to close out SR

“Type” field
Select statuses close out SR
Manual status close out Work Order

Stand by crew

N/C/S - Districts take turns (monthly rotation)
- Supervisor rotation is weekly
- Supervisor is reviewing Maximo
Create work orders that they’re going to respond to
Call out the technicians to do the work
- 1 techs - day time
- 2 -3 techs - in the evening

Overnight emergency

Cave in road, blocks the road

Permanent Work

Flex field -
To send to OCE for review, get their recommendations

Sidewalks

Send to Sidewalks?
Send to Austin A., Justin N. in Maximo
- Intersections, ADA

Scheduled Work

Still coming from CSR —> Work Order
Investigation, if work needs to be done -
Create a parent follow-up
Send to Areli C.
- Permit process
- Asphalt - based on spreadsheet
- Guardrails - email from work order
- Center - 2APRHOLD
  - Hold Status: permit
- North - send work order
  - 1NEW Status?
- Process Change: New portlet “Work Orders - Needs Permit”
Arterial permit - 2-3 months
Collector/Residential permit - 1 or 2 days
Change status for North/Central
- 2OKTS - “Planning completed, OK to Schedule”

Scheduling

Supervisors/Superintendents create a weekly schedule
In SharePoint
- in SharePoint List - share link with it

Work Needs Markings

Pavement repairs
Updates Specifications
- ATD_MARKINGS
- MARKINGS_TYPE
- TAB_PLACED
Project Coordinators, Areli pull the report
Send report - PDF
- When it was completed
- Work Order #
- Classification
- Problem Description
- Service Address
- Marking Type
- Tab Placed
Project Coordinator - updates Specs
- Secondary subtype on “ATD_MARKINGS”
SMD creates whereabouts work orders

Hardware

Mi-Fi’s

Tech 3s

Only 1% of techs doing work in the field

normal work, non-CSR
using the Daily Activities report, enter ticket in yard or desktop

Laptops

Leads, Tech 3s
Photos
- email to self
- convert format from HEIC
- creating work orders
Junior - have convert Dell 2N1 - Lenovo
- replace computer
- give his to a tech

Multi-day Work

Adding daily - Labor, Materials, Tools
pretty consistent!!
Before and After Pictures
- they try to but sometimes CSR don’t have anything to observe

Field Observation

Dispatcher creates work order if citizen calls

Service Plan Related Work

these are already loaded by Maximo team
they help with those kinds of work orders
they go to work order and they enter their Actuals

Reporting

team: Dave, Richard gather information to OPM

Feedback/Challenging

Making sure we keep track of Flex field
- See who is sending it
- Who received it
Don’t know who acknowledged
Maximo trainer - used it
- 2 day training

Training

Standards - taking photos
Standard Training
- Onboarding
EzMaxMobile App Training
Onboarding
- right now - Supervisors/Leads

Maximo job description

for Tech 1, 2, 3

Next Steps

Meeting with technicians N/C/S

Debrief Meeting

Adry, Rebekka, Diana, Christina

Insights

Process Improvement

“Flex” field” - (basically a follow-up action)
- They don’t know which group gets the “transfer”
- It gets overridden when it’s “acknowledged”
ENHANCEMENT: Users want an audit field (to know who submitted the transfer)
ENHANCEMENT: Think acknowledgement should be a separate subtype spec
- Option 1: Add field in specs for “Transfer Requested By”
- Option 2: Add subtype field in “Flex” for “Acknowledgements”
- Option 3: Add field in work order “Acknowledgement”
- Option 4: Specs get audit logs turned on
ENHANCEMENT: Set REQUIRED “Material” entry
- at least one record
- “No Material” selection

Hardware Updates

Need more tablets 9 minimum
More 2n1 laptops (Lenovo & Dell)
More usage of EzMax
Expand lab space in TownView

Training

Onboarding Maximo training
EzMaxMobile

ChristinaTremel commented 4 months ago

Notes have been added to the miro board! Closing this. ✅

cityofaustin / atd-data-tech

Maximo User Process Discovery - District Maintenance #15726

Objective

Participants

Goals:

Agenda

User experience and interface experiences

PROCESS - Planning

PROCESS - Implementation

PROCESS - Field Work

Maximo system performance and functionality

PROCESS - Review & Reporting

User feedback and improvement

Future roadmap and upgrades

Points of Contacts

Christina's Notes

User experience and interface experiences

Scheduled Work

Reactive Work

PROCESS - Planning

PROCESS - Implementation

PROCESS - Field Work

Maximo system performance and functionality

PROCESS - Review & Reporting

User feedback and improvement

Future roadmap and upgrades

Findings:

4/3/2024

Diana Notes

Stand by crew

Permanent Work

Sidewalks

Scheduled Work

Scheduling

Work Needs Markings

Hardware

Multi-day Work

Field Observation

Service Plan Related Work

Reporting

Feedback/Challenging

Training

Next Steps

Debrief Meeting

Insights

Process Improvement

Hardware Updates

Training