Measuring Quality of Service & tracking performance SMARTERDECISIONS

Transcription

1 Measuring Quality of Service & tracking performance SMARTERDECISIONS

2 Business analytics Intergraph SG&I Deutschland GmbH Harald J. Behnke

3 Business Analytics What is Business Analytics (BA)? Business Analytics refers to the skills, technologies, applications and practices for continuous iterative exploration and investigation of past business performance to gain insight and drive business planning. BA focuses on developing new insights and understanding of business performance based on data and statistical methods. In contrast, Business Intelligence (BI) traditionally focuses on using a consistent set of metrics to both measure past performance and guide business planning, which is also based on data and statistical methods. Source: Wikipedia 4/22/ Intergraph Corporation 3

4 Big Data - The next step Big Data - Resource of the information society Intelligent use of large data sets Structured and un-structured Data Mining / Data Warehouse (Near Real Time) Data Analysis Storage, analysis and visualization Analysis of data streams Social media / Social analytics Traffic information Sensor data (incl. RFID) Crowd Monitoring / Video analytics Call data (incl. location information) All this data is potentially available today 4/22/ Intergraph Corporation 4

5 Gartner Hype Cycle for Emerging Technologies, /22/ Intergraph Corporation 5

6 The dilemma If you can t measure it, you can t manage it Peter Drucker If you can t describe it, you can t measure it W. Edwards Deming Many important things that must be managed couldn t be measured. Not everything of importance to management can be measured. You must still manage those important things 4/22/ Intergraph Corporation 6

7 Setting the right goal We may need to change the statement slightly Instead of saying: If you can t measure it, you can t manage it We should think of: If you can t measure it, you can t change it 4/22/ Intergraph Corporation 7

8 Setting the right goal We may need to change the statement slightly Instead of saying: If you can t measure it, you can t manage it We should think of: If you can t measure it, you can t improve it 4/22/ Intergraph Corporation 8

9 Setting the right goal We may need to change the statement slightly Instead of saying: If you can t measure it, you can t manage it We should think of: If you can t measure it, you can t optimize it 4/22/ Intergraph Corporation 9

10 What it means to a control room A control room must be available 24/7 The C&C system is mission critical and must work under all circumstances in a performant way Never run reports/analysis on the production DB Business analytics depends on sufficient volumes of high quality data The C&C system must provide this data You can t analyze what you don t store/save Use all data sources you have (it s more than you expect) 4/22/ Intergraph Corporation 10

11 Intergraphs contribution What Intergraph can offer: Business Intelligence for ICAD CAD systems record vital call/dispatch information: time, location, transfers, response, Business Intelligence for RMS RMS systems record an influx of accident, arrest reports, citation, dispositions, known offenders, gang activity, and much more. Business Intelligence for Security Security systems track threats and record critical device, alarm and sensor information. Integration with other data sources Domain expertise (PSAP, C&C, GIS) Vast Experience from Live Operations Corporate background (Hexagon), eg. Leica Geosystems 4/22/ Intergraph Corporation 11

12 Understanding Software Components and Deployment (1) Intergraph Data Foundation (2) Intergraph Web Report Viewer (3) SAP BusinessObjects Web Intelligence (WebI) (4) SAP BusinessObjects XCelsius 2008 Enterprise (5) SAP BusinessObjects Explorer Web Report Viewer Web Intelligence XCelsius Explorer Reports Dashboards Interactive Analysis Ad Hoc Query Interactive Dashboards Interactive Analysis Web Portal, Collaboration, Analytics, Maps, Universe, Security, Scheduling Intergraph Reporting and Analysis Data Foundation ETL Scripts, Data Warehouse 4/22/ Intergraph Corporation 12

13 (1) Intergraph Data Foundation Map Integration (Spatial Intelligence) Data Warehouse Schema for I/CAD, RMS and Security Extract, Transform and Load (ETL) Scripts 4/22/ Intergraph Corporation 13

14 (2) Intergraph Web Report Viewer Agency Top Event Locations CAD Call Center Dashboard Call Statistics Call Taker and Dispatcher Workload Case Number Demand Analysis Diversion History Event Count Monthly Event Count Weekly Event Detail Event Detail Linked Event Handling Time Event Register Event Remarks Logged on Duty Position Officer Activity Officer History Response Time Statistics Unit Activity Unit History Unverified CAD Locations 4/22/ Intergraph Corporation 14

15 (3) SAP BusinessObjects Web Intelligence Create, modify and run reports Source: Louisville 4/22/ Intergraph Corporation 15

16 (4) SAP BusinessObjects XCelsius Create interactive dashboards/visualizations Source: Edmonton 4/22/ Intergraph Corporation 16

17 (5) SAP BusinessObjects Explorer Easy way to search and analyse data 4/22/ Intergraph Corporation

18 Benefits Quick and easy access to the large volumes of data from your computer-aided dispatch, records management and security systems Monitor performance with real-time dashboards Access reports and perform ad-hoc analysis from a secure, self-service Web portal Interactively explore data to discover trends and important relationships using world-class reporting and analysis tools Unlock hard-to-find information and present it to decision makers in a workflow that is easy to understand and use Provide data to those who need it 4/22/ Intergraph Corporation 18

19 Sample Physical Deployment 4/22/ Intergraph Corporation 19

20 You get everything you need Command Staff Public Safety Answering Points Decision Support: Fast & accurate access to information Budget planning using actual staff requirements Resource allocations Reporting and Analysis Solution Performance Management: Call-handling statistics Resource allocations Performance optimization Operations Management Business Intelligence: Retrieve data/information from one central system (warehouse) Visual representation of data Precise, fast, and actionable Public Access Situational Awareness: Shift and activity planning Decisions based on facts Early warning of hotspots and trends Measuring Quality of Service Data Access: Visibility into location of crimes, fires, etc. Awareness of risks helps with prevention. 4/22/ Intergraph Corporation 20

21 Summary Intergraph s Business Intelligence solution Is based on an established product foundation (SAP) Comes with an integrated GIS component Has a full CAD/RMS/Security warehouse schema Includes a complete set of pre-defined reports and dashboards Up-to-date information s available everywhere (web, mobile, office) A BI solution helps you to optimize the QoS and the performance of your organisation! 4/22/ Intergraph Corporation 21

22 Contact Harald J. Behnke Chief Engineer, Public Safety & Security, EMEA Intergraph SG&I Deutschland GmbH Part of Hexagon Reichenbachstraße Ismaning Germany T: M: SMARTERDECISIONS