City Care has developed its own event management software which has both lifted service levels and provides a single view of a current contract – even to those out in the field.
City Care provides contracting services to local authorities and other large asset owners. It used to use a mix of solutions to deal with contract reporting and claim processes. It also had a problem with its financial job-costing system, which did not interact with the company’s in-field dispatch system which used trunk radio.
The company realised it needed to lift its service levels and develop a single solution to handle all the different facets of its work – it wanted to provide a single view that would allow everyone to quickly see the current state of a contract. In addition, the company also wanted to make documents more easily accessible, develop a standard claims procedure and leverage the organisation’s knowledge better.
Event Manager is the customisable system it developed, and it meets 95% of City Care’s needs, says the company. Any changes and adaptations necessary can be made quickly. The system provides the much needed single view of a contract, to both senior management and operational staff. And the software’s mobility component, Mobile Event Manager, allows field staff to spend more time out of the office, particularly supervisors, who now have access to all relevant information via PDAs.
Paperwork has also been reduced by shifting much of the former paper-based contract management process to the wireless system, thus reducing the time staff spend communicating from the field to head office. Field staff can now be notified of any changes and new events immediately, rather than hearing about them when they return to base. Some of the data accessed by remote workers is presented in GIS form.
Mobile Events Manager, in combination with other components, such as BizTalk and web-services, allows City Care to provide its customers with a smart, timely service, says the company.