Why do you need Work Orders?
SeeClickFix does a great job connecting public services with citizens and neighborhoods. This connection makes these services more accessible and these communities stronger. Until recently this communication has been mostly around the processing and resolving of service requests.
While request management is critical for effective services, it is a small part of the work that gets done in our neighborhoods. That’s because most work is either planned based on scheduled maintenance or done ad hoc during regular service routes.
The needs and processes for managing work are different than those for managing requests. To accommodate these differences, our government and enterprise partners have asked for improved functionality in SeeClickFix. Here is what they've shared with us.
- "Our customer service staff manages requests, our field staff manages work. Field staff need a way to keep track of their work without having to worry about citizen requests."
- A request may have a variety of work associated with it. We need a way to keep track of each step and assign that step to the right person with a trackable completion date."
- "Routine maintenance and repeated tasks are a big part of our workload. I need a way to plan out all the things that need to get done this month and this year so nothing gets lost."
- "A lot of the work my staff does is ad hoc — they discover new problems while out in the field and they take care of them. I need a way to keep track of all that work they are doing."
- "Increasingly I am expected to quantify the work my department is doing in detail. I need a way to organize everything we are doing so that at the end of the year I can show where money was spent."
What are Work Orders?
In order to address these needs, we are introducing SeeClickFix Work Orders. Work Orders help you to organize and quantify the work that is getting done. Think of Work Orders as transactions: they are well defined, individually owned and most importantly, they are actionable.
Work Orders help you with three types of work: Requested, Planned, and Ad Hoc.
- Requested work : In order to resolve citizen requests, there is often a series of work orders issued. The request may be owned by one person, while the work orders are assigned to separate staff members who may work in separate departments.
- Planned work : Much of the work being done within our communities is proactive — this work is planned in accordance with maintenance schedules or regular tasks. Examples include property inspections, grass cutting, tree watering, meter emptying, seasonal task, and many more.
- Ad Hoc work : For many organizations, rather than planning specific maintenance schedules, they plan regular routes and rely on their staff to notice and complete work while they are out in the field. This can be an effective management tool but make budgeting and costing difficult.
Our government partners need solutions that connect all the requests and work within their organizations, so that nothing gets lost and managers have a complete view into how resources are being used and money is being spent. We think Work Orders will be a big improvement to how our users do this in SeeClickFix!
When can we start?
You can start using Work Orders today. Our Beta period starts today and the first version of Work Orders will be officially released to all SeeClickFix Work customers in August. During this Beta period we will be working very closely with our partners to refine and optimize the experience as well as rolling out and improving functionality that we have already planned. Here is our expected timeline (exact dates may differ slightly).
Jul 12 Beta Release 1 — Requested Work
Jul 19 Work Orders Webinar 1
Aug 02 Beta Release 2 — Planned and Ad Hoc Work
Aug 09 Work Orders Webinar 2
Aug 14 Release to all SeeClickFix Work users