Call Center and Clearing System ID Technologies Inc
Features Enterprise level ticket generation, clearing and tracking system GIS based integrated graphical information. Multi-format map integration Real time creation of tickets on the GIS Immediate authenticated Ticket reference generation Online access via ticket reference Online status and reports Industry standard secure interface with locating companies Access to utilities data and maps Automated clearing based upon buffer zones 360 Process Bill 8 Compliance Real-time notification to contractors Electronic Work Area Definition Tracking of tickets actions Wireless field reporting options Updated base maps Integration of utilities data into unified map repository Central database with distributed access Secure data access Event logging Alert management system User based privileges
Expanded System Architecture Paper Maps Digitised Ortho Images Base Maps Geomatics Maps/Data Engineering Drawings Field Notes GPS Data (As built) Customer Locate Request One-Call Center CSR GIS Bases Auto Clearing Wireless Field Mapping On-line Access and verification and Status One-Call Center Database Ticket Activity Manager Logs every ticket Activity Maintains ticket Status Provide online reporting to customer Provides seamless interface to locating companies Locating company access and reporting Locating Company Company Database Wireless Field Reporting Units Transparent Billing and Quality Control Data Uniformity & Transparency of Operation Complete Feedback and Status Reporting Portable Wireless field Mapping and Reporting
Secure Individual Member Data User 2 User 3 Enterprise Network Backbone
System Architecture Mobile Users Wireless Management Secure Web Access High Speed Dedicated Link WEB Users Core Servers Geomatics Server Ticket manager Client Interface Admin Support CSR Terminals
GIS Integration at Call Center CSR (Customer Service Representative) takes a locate request call and enters the address It opens the base map of the area with the address highlighted on it Based upon the description the CSR makes a polygon representing the work area After filling in the details, the CSR gives a self verifying encrypted ticket number reference to the customer The customer can log on the Call center web site and use this number to verify the ticket details and also use web GIS viewer to ensure the work area polygon
GIS base Map Support System Flexible Geomatics Server Ability to store Vector data, Shape files and raster files Multiple Map Data Sources Vector Data Tile Data Meta Data Secure access bases data based upon use access keys
Geomatic Data Support Services Data can be available in any format. Support services include mapping Data translation Maps digitization Mapping data integration Data updating As-Built support
Complete Ticket History Ability to provide detailed history of any ticket Action log of any operation Ticket Creation Clearing log Dispatch history Completion Direct Integration with locators information System Locating History Scheduling/rescheduling reports Easy industry standard interfaces Queries bases upon action logs
Call Center Software Front End Simple operation Flexible queries Both textual details and graphical front Assets and base maps overlays
Ticket Detail with Map Area
Selected Tickets
Clearing Support Distance Work Area Definition Clear Tickets based upon GIS information Every Utility assets shown by unique color Critical Zone
Multi Screen Display
Smart Phone Support Add Tickets View Tickets Status Define Work Area on Maps
Smart Phone GIS Support
Tickets by Member, by type, etc. Operational Statistics Date
Operational Efficiency Analysis