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Council Process Upgrade

A resident reports a fault. Fourteen steps later somebody fixes it. Most of those steps exist because nobody has ever drawn the process end to end.

Compare the manual process against the automated one, step by step.

Council Process Upgrade

Steps

14

14 as-is

Elapsed

10.4 days

10.4 as-is

Time removed

—

against as-is

  1. 1. Resident reports faultResident · 0h
  2. 2. Contact centre logs callContact centre · 2hReport form writes straight to the case record
  3. 3. Case keyed into back officeAdmin · 6hSame data, retyped — removed
  4. 4. Duplicate checkAdmin · 4hMatched on location automatically
  5. 5. Triage and categoriseHighways officer · 8hKept — needs judgement
  6. 6. Assign to depotCoordinator · 5hRouted by category and area
  7. 7. Depot prints work orderDepot admin · 3hJob lands on the crew's device
  8. 8. Crew scheduledDepot · 12h
  9. 9. InspectionCrew · 4hKept — needs eyes on site
  10. 10. RepairCrew · 6h
  11. 11. Paper sign-off returnedCrew · 16hSigned off on the device at the kerbside
  12. 12. Sign-off keyed inDepot admin · 5hRemoved with the paperwork
  13. 13. Case closedAdmin · 3hCloses on sign-off
  14. 14. Resident notifiedContact centre · 4hKept, but sent automatically

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