Dispatch Center. Overview DPC 2.1.0

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Valentine Lawrence
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1 Dispatch Center Overview - 1 -

2 Contents OMNITRACKER Dispatch Center in Overview Key Features Process and Interfaces Workflow and Examples OMNITRACKER Dispatch View and Google Maps Integration Off-line processing of Work Orders Extensibilities - 2 -

3 OMNITRACKER Dispatch Center in Overview Planning and dispatching of external field staff with OMNITRACKER Dispatch Center Solution for planning, dispatching and tracking of work orders Administration of skills that are needed for accomplishing the work order Integrated route planning using OMNITRACKER GIS Gateway or Google Maps integration Automatic transfer of work orders to the field staff Automatic processing of the work order forms returned by the field staff - 3 -

4 OMNITRACKER Dispatch Center in Overview - 4 -

5 OMNITRACKER Dispatch Center in Overview Process and process phases: Dispatch request from a request management system Work order to field staff Response of field staff Response to request management system Dispatch Center can be integrated with existing OMNITRACKER solutions. Integration via Field Mappings". Connection to external request management systems via different transport services (web service, , export/import) available

6 Key Features 1/2 Planning and Processing Fast dispatching of orders (Dispatch Requests) Generation of dispatch requests directly out of request / service management systems (e.g. incident/problem/change management) possible Less administration effort to dispose field staff Effective use of resources Management of skills Automatic calculation of way to and from the customer Data synchronization between mobile devices and OMNITRACKER - 6 -

7 Key Features 2/2 User Interface and Display User-friendly route planning Intuitive user interface Route planning via drag & drop" Miscellaneous Interfaces to request management systems (e.g. OMNITRACKER IT Service Management) Connection with route planner using OMNITRACKER GIS Gateway or Google Maps Integration with further OMNITRACKER solutions Display of dependencies at a glance - 7 -

8 Workflow and Interfaces - 8 -

9 Generating Dispatch Request Different possibilities for generating a dispatch request: Web service: Transfer of a subset of incident, problem or change information from a connected request management system to OMNITRACKER Dispatch Center Structured Data transfer via to OMNITRACKER Dispatch Center Import/export: Import of information via lists in OMNITRACKER Dispatch Center Field mapping: Via field mapping from integrated OMNITRACKER solutions - 9 -

10 OMNITRACKER User Interface

11 Dispatch Planning: Views and Map Integration For the dispatch planning the following views are available: Time line view for the timing Map display for the spacial planning Dispatch Center offers the following possibilities for map integration: Google Maps: Access to the maps of Google Maps Dispatch View: Requires the integration of the core component OMNITRACKER GIS Gateway for the connection to a geoinformation system

12 Workflow: To be Dispatched New dispatch request has to be dispatched: Define customer and location of the request Specify title and description to define the request Define the time frame in which the request has to be processed Specify the required skills and materials for processing the request If a request management system is connected (e.g. OMNITRACKER IT Service Management Center), the creation of a dispatch request can be done directly out of an incident, problem or change ticket

13 Dispatch Planning using Google Maps (Example 1) In the time line view the selected planning date is displayed. In the list the dispatch requests that have not yet been assigned are displayed. In the time line view the requests that have not yet been assigned are displayed at the bottom. Dispatch requests can be assigned to a technician using drag & drop. At the top on the right useful information about the selected entry is displayed: planned route for the selected employee distance of the employee to the customer site The planned route is displayed in the map

14 Dispatch Planning using Google Maps (Example 2) If a request is selected, at the top on the right the distances from the technicians' home locations to the customer sites are displayed. Technicians that do not have the required skills for the selected request are shaded. The customer site is displayed in the map. By clicking a marked place in the map the address of the place is displayed

15 Workflow: Dispatched Technician who is supposed to process the work order at customer site is assigned. Time of the on-site appointment is defined. Predecessor and successor can be defined in the dispatch request form and within the dispatch planning. In the dispatch planning the travel times can be calculated automatically: From the employee's home location to the first job From one job to the next one From the last job to the employee's home location

16 Assignment via Drag & Drop (Example) Request is assigned to a technician with the required skills via drag & drop: within the time line view from the list into the time line view

17 Processing the Work Order Field staff responsible receives the order data as PDF via . Field staff can send back the completed PDF. The dispatch request is updated automatically: If the order could be completed, the state is changed to "Techn. Solved". If the order could not be completed, the state is changed to "Rejected". Then it can be dispatched again. Optionally the GPS coordinates of the employee's current position can be transmitted to OMNITRACKER Dispatch Center

18 Workflow: Techn. Solved, Rejected Techn. Solved Technician has completed the order successfully on-site and returns the PDF form with the state "OK". State of the dispatch request is changed automatically to Techn. Solved", onsite and travel times as well as the comments are taken over. Rejected Technician could not complete the order, e.g. because the customer could not be reached on-site, and returns the PDF form with the state "Not OK". State of the dispatch request is changed automatically to Rejected", on-site and travel times as well as the comments are taken over

19 OMNITRACKER Dispatch View and Google Maps Integration Both possibilities of dispatch planning offer almost exactly the same functionality: View for planning in the time line Drag & drop functionality Display of the planned route in the map Route planning in the map (Dispatch View only) Automatic alignment with start of working day Predecessor-successor relationships for sequence of orders Route optimization Current position of the resource can be displayed Batch mode available

20 Route Planning and Optimization OMNITRACKER Dispatch Center offers the following possibilities for route optimization: Calculation of travel times corresponding to the assigned dispatch requests and the position of the field staff Compact aggregation of the requests planned for one employee to avoid idle time. The first order is aligned automatically with the start of the employee's working hours. Geographical optimization of the route to avoid detours

21 Off-line processing of Work Orders If the field staff cannot access OMNITRACKER on the way, they can use the PDF forms of the work orders to document the results of their work. By returning the PDFs as attachment to OMNITRACKER Dispatch Center the data can be processed off-line. The following data are updated automatically in the dispatch request: State (depending on the state reported by the technician) Start and end of the on-site work Travel times Technician's comment

22 Extensibilities OMNITRACKER Dispatch Center can be integrated easily with existing OMNITRACKER installations Integration of further OMNITRACKER solutions, e.g. OMNITRACKER IT Service Management Center

23 Thanks for your attention! Questions?

24 Software Solutions GmbH D Eckental Austria GmbH A-1010 Wien Technologies NV/SA B-3018 Leuven Nederland NL-2517 Den Haag OOO (Russia and CIS) RUS-Moscow GmbH (Schweiz) CH-8808 Pfäffikon USA US-New York, NY

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