Maximo User Process Discovery - Urban Forestry

[ChristinaTremel]

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 - 7/3/24
• [x] Meet and take notes
• [ ] Process notes on Miro Maximo Assessment Plan

[dianamartin]

7/3/24 - Diana's Notes

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?

• Reactive work, 311 CSRs (bulk) of work
• Dispatchers also get work
• Other departments (emails, phone calls)
• Maintenance (internally)
  • Proactive team, inspections - Identify issues in the field, contractor
  • Track what they're doing

How is work scheduled and issued out

• Bulk done by contractors
• 1NEW, by dispatch
• Field Inspectors
• tree ownership, scope of work
• 2RTW: review the Maximo WO
• Not date of request, CAFs, Safety Concerns
• In charge of issuing and contract oversight

PROCESS - Implementation

How is work scheduled and issued out? Who is executing the implementation? Shane K. talking about this part

• Making tickets in Maximo, run BIRT Report
• Create PDF to give to contractors (includes photos)
• Scope of work in (long description)
• Cost Evaluation - save into PDF, on folder in desktop
• Enters cost in Maximo
  • Contractors in charge of scheduling
  • Emergency response - get to it quickly (major safety concerns) 21 days - contractor timeline (depending on volume of work)

They use a lot of different statuses, saving PDF (ticket)

• Issue that to contractor

PDFs submitted to contractor via email Contractor turning in weekly, with photos

Paperless (PDFing documents)

• Make it more streamlined

Current Process

Spreadsheet with formulas

• cost calculator
• cost in "Long Description"
• Emailed
• Contractors return (PDF) ticket, after photos, completed by date
• Have bid items captured for the year

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?

• Work all done by contractors or in-house?
  • dependent on tree diameter
• In-house, view obstructions, smaller safety concerns (time sensitive)
  • chainsaws, hand tools, obstructions on sidewalks
• Do them on Saturdays, field ops volunteers to get that time Bulk is contract work ? How large are the crews? crew size?
  • minimum of 3, up to 6 ? How is the financial process?
• Tree & Mowing contractors
  • weekly pay out
• Awarded contractor
  • some are not motivated to be paid
  • multi-million dollar contracts, they aren't billing on time
• Admin staff for these contractors, dependent on their staff
• UF staff, is smooth process for them ? Do we have SLAs with them?
• There are work standards
• ex. Invoices submitted (by this date, or number of days)
• Tree Care Contract
  • need to see the policies. no language in there for timely invoicing?

Chelsea R. speaking on Finance Pain Points

• 3 Contractors
  • Unity - know the process
  • Austin Tree Experts - know the process
  • CleanScapes - been having more difficulty with them
• They aren't submitting invoices
• Waited until the end of the year, 300 invoices (doesn't adhere to 30 days tree)
• Can escalate this to TPW Finance?
• Mowing Contracts
  • difficult to contractors work Every single contractors - reactive work

Mowing Invoice Process:

• disconnect, their admin always missing things
• slows down process
• update pricing, they don't
• they don't update VEG ID contract

They're supposed to submit weekly report - reconcile invoicing and it's not right Photo Apps, verify locations to

• Jordan G. - he created a ArcGIS Online Map App, allowed them
• crew in field, completion date

BrightView - mowing contractor

• 62 locations, only reported 45 locations
• 320 locations for all three locations

Mowing Process

• Get a request through Maximo
• Medians need mowing
• Don't use Maximo for management of this program
• There are new locations, CIP location
• 311 CSR, in Maximo, then add to routine list
• Different than tree maintenance
• Mowing map, layers

PROCESS - Review & Reporting

What is your final review, QC process? Chelsea R. speaking on it Work Order Before photo - via Email After photo - via Email Add log note about photo 4COMPQA They send her a full list contains 20-50 work orders Goes through Work Order ID

• Create 2 log notes
  • work completed - date
  • completed work turned in

UC 20240703 Tickets

• Process that whole list
• Work logs added
• 4QAQCCOMP

Maximo, export spreadsheet "Work Order Contractor Tree"

• Creates a list, date range
• Transfers to excel spreadsheet
• Look at contractor spreadsheet
• Email contractor back
• processed 25 tickets
• Email to tell contractor to submit invoices
• Totals list
• Master Spreadsheet (MIS)
• Cost aligns with invoice cost
• Make sure totals align, send to purchasing
• Send final ticket list - approving Supervisor (Shane or JR)
• Supervisor QC's Chelsea's work
  • "Okay to Pay", Accounts Payable
• Length of time it takes: a couple of days to a whole work week
  • 7 hours

Mowing - Sharon W.

• Handling that process

What reporting do you care about? How are you pulling that information out? What are you reporting? Lisa K. speaking on this

• Can pull data from Maximo
• CSRs abated
• Low priority Projects
• SLAs
• Sharon W. keeps track of mowing (spreadsheet), not in Maximo - routine schedule
• Dave A. helps with reporting ? What's important to you?
• Can get to emergency work orders
• 700 work orders
  • taken care of in 28 days, get behind
  • going to staff up more, need more administrative help
  • dispatching, getting the work out
• Dave A. has put in a good amount of time, what story do you want to tell about what UF is doing?

User feedback and improvement

What challenges are you having with Maximo? Chelsea R.

• Maximo has changed over the years.
• Maximo changed it's format, tabs were moved in the middle of the page
• Go to every list
• Maximo has been slow (since the last 5 years)
  • clearing cache, cookies, computer maintenance
• Made one update to go a little faster

Cody J.

• Tied to Maximo, this program
• Feel like been tied to it
• Something a contractor has access to it
• Map interface, user friendly
• Personally see other opportunities besides Maximo
• Requires less hacks
• More streamlined
• Incorporated tree plotter
• Generating tracking requests
• Works "alright", imagine better tools/solutions
• Didn't have the bandwidth and resources for support

Proactive Program

• Sidewalk accessibility
• Vegetation obstructions, zone by zone to determine obstruction
• Segments marked by certain color
• ArcGIS application
• Come up with different software solution, how to incorporate our Proactive Program

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?

• Doing a great job with the staff they have

[ChristinaTremel]

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?

• Mostly reactive work - requests generated through 311. Dispatchers will create work orders for that.
• Other times receive If they get requests via email they will also create work orders through that.

  How is work scheduled and issued out

• Bulk of the work is completed by contractors so once it’s reviewed and put into 1NEW the inspectors are collecting the scope of work in the long description, creating a cost estimate, and giving an estimated issued date. Once that’s ready they put it in a 2INPROG!
• Issued to contractor based on part of town and urgency (not always the date of request)
• CAFs, safety concerns, and other things get elevated in urgency
• Contractors typically control most of the schedule
• Shane creates tickets using a Maximo report and saving it to a PDF. That’s a ticket and they send that to the contractors via email

PROCESS - Implementation

Who is executing the implementation?

• There’s a spreadsheet that has individual tree costs in it and they add the specs to come up with a cost estimate and then they put it back into Maximo
  • Contract bids are by tree diameter
• Contract gets really specific on industry standards and expectations and everything is clearly defined for expectations of contractors

PROCESS - Field Work

Who is executing the work - implementation?

• Mostly contractors and the inspectors are prepping the work order before handing it off
• In house stuff is for view obstructions and smaller safety concerns
  • Can be minimum of 3-6 crew members

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

• Most time consuming thing to do is getting these actually saved into a PDF. They did that when they started teleworking and that was the paperless way of doing it but Shane doesn’t have much time to consider and wonders if there’s something that could be easier to funnel the work out.
• Contractor scan back a paper ticket with information on what they did (bid line items) and photos of their work.
• Mowing has a list of locations, contractors go out and do the work routinely. Sometimes there are new locations associated to CIP work and they will add it to the list. This is organized using spreadsheets and an ArcGIS Online map. The map shows the locations that the contractors will reference

Maximo system performance and functionality

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

• The photos that contractors take are within the ArcGIS Online application that was created
  • Link

PROCESS - Review & Reporting

What is your final review, QC process?

• Trees
  • Contractor sends before and after photo via email. Chelsea uploads both into Maximo, adds a log, and 4COMPQA/QCs the work order
• Full list can contain 30-50 work orders and she has to go into each one and create 2 log notes:
  • Work completed and the date
  • Completed work turned in (so they know what the file is named because it’s according to the date)
• Save document and process full list
• In order to process an invoice it must be in 4COMPQA and she needs all to be accounted for
• In Maximo, exports spreadsheet by going to Contractor Work Order Tree report for a full list and transfers it into an excel spreadsheet
• Goes back to the list and gives the turn in list
• Processes all the tickets and lets the contractors know that this has been completed and will say they are ready to turn in the invoice
• Contractors send invoice at that time
• Chelsea opens spreadsheet and confirms that the cost they have aligns with what the contractor is invoicing for
• Once that’s confirmed, Chelsea sends the final approval to someone else on the Urban Forestry team.
• They will let her know that the invoices are correct and will CC purchasing and finance
  • This entire process takes a couple days to an entire work week because of the back and forth with contractors
  • Maximo can also load super slowly
• Mowing
  • Sharon is fully responsible to invoicing for the mowing invoicing process

    What reporting do you care about? How are you pulling that information out?

• Dave Anderson helps them with their reporting and has put in a lot of time with Urban Forestry to ask what story they want to tell

  Describe the invoicing process:

• Some contractors are good at submitting invoices and others are not
• They have 3 contractors and 2 of them (Unity and ) are great but Cleanscape takes their time turning in invoice information and the past 2 years they have submitted 300 work orders at the end of the year for Chelsea has to invoice all at once. Contractor that does not adhere to the 30 day invoicing policy.

  Mowing side of the invoicing process:

• Constant issue with missing things on the contractors side that causes major delays
• When they turn in invoicing to Chelsea nothing was matching up what they had turned in

  What are you reporting?

• Performance measures are emergency response abated within 24 hours and all lower priority CSRs that they have 28 days to abate.
• Sharon tracks mowing locations and she keeps that on a spreadsheet.
• Really could use more staff and another dispatcher to issue out work

User feedback and improvement

What challenges are you having with Maximo?

• Maximo has changed over the years and one day a couple months ago, Maximo changed it’s formats. Tabs were moved to the middle of the page and everything is on one page. That was demoed for a second and that was really nice but now it’s back to normal
• Maximo has been slow since she has worked with the City for the past 5 years and she’s used to it. Chelsea clears her cache and stuff and it’s still slow.
• Cody - they’ve been tied to Maximo to track what they’re doing but he can imagine something that the contractors have access to, more specifically for trees, map interface that’s more user friendly and he sees opportunity for something other than Maximo. Maximo works alright for them but there is probably a better way that’s more streamlined.
• Would also want to incorporate in house work into a new application

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?

• Contractors to have access to their work order management system
• Application that allows invoicing to happen in the system