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City of Urbana - Specifications

ContentsService Requests....................................................................................................................................................................................... 2

Investigation/ Inspection Reports............................................................................................................................................................. 7

Work Orders............................................................................................................................................................................................. 8

Materials Inventory................................................................................................................................................................................ 13

Integration with External Work Order Systems...................................................................................................................................... 15

Assets...................................................................................................................................................................................................... 18

GIS Integration........................................................................................................................................................................................ 22

City of Urbana, Illinois


Service Requests

Formatting note: Within a “Process” why are some items numbered and some are bullets?Numbering was used wherever possible, but only when there is a clear sequence of events. Numbering can span across Areas for a continuous process. Text that is bulleted is not sequenced – it’s just more detail.

Area ProcessData Entry (External and Internal)

1) Service requests arrive in several ways:a) Field staff create service requests through a mobile device.b) Citizens use a web form or a mobile app, and are guided through entering a structured service request.c) Internal employees create service requests, using a modified version of the public web form, but still create

a structured request.d) Administrative staff enters service requests that come in by e-mail, phone, mail, or on a walk-in basis.

Service Request Fields

2) During entry, citizens or internal staff will use fields to categorize requests, prioritize them, identify the location, and (if appropriate) associate the requests with customers for billing.a) Some responses trigger immediate feedback. Example – some categories of request (sewer backup,

downed streetlight poles) should trigger a message with emergency contact information.b) Any of these fields can be changed later by internal staff.

Manage Service Requests

3) Requests will be routed for approval based on their content.4) Internal users will have an ability to combine, modify, and close service requests.

Open Item Requests 5) Status notifications should be sent out to requesters and others “following” a request and external users have a place to view their prior requests.

Specifications

Formatting note: Why is some Specification text in italics?

Italics text is supplemental information about the Specification, and is not part of the question.



What is the “Orig” field?

This is the “Requirement” number from the first RFP (renamed to “Specification” in this version). The two-letter prefix is the Module. No Specifications moved modules, but the new numbering scheme extends across all areas, while the first RFP started over at “1” with each module.

Num Orig Area Imp Specification Answer ____________Comment_____________

1 SR 1 Data Entry - External

R System provides a public-facing web form where citizens can initiate a service request and submit pictures/video.

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I System provides a dedicated app (not a web page accessed via a phone) where citizens can initiate a service request with pictures/video.

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I On public-facing web forms and phone apps, the City can add fields.

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N On public-facing web forms and phone apps, the City can change informational text.

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N On public-facing web forms and phone apps, the City can update online help.

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I For the external entries, provide a human verification step (e.g. Captcha, Honeypot, or similar method) to block automated entries.

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I For external submissions (through the web form and app), provide an e-mail confirmation step to verify e-mail address.

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8 SR 6 Data Entry –Phone Script

N System allows the City to create and maintain a script for phone calls so that, driven by the type of request, questions appear on the page that guide an internal user through a series of questions to support data entry.

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9 SR 8 Service Request Fields – Categories

I The City wants to define and manage (add/change/delete) a list of “categories” that define business rules. (The word used in your software does not need to be “Category”.)

Categories must specify which fields are required during Service Request entry.

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I The category (see immediately above) causes the Service Requires to display/hide certain entry fields.

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I The category (see immediately above) can assign an initial priority to new requests.

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12 SR 9 Service Request Fields – Locations

N Addresses are validated against the GIS database for both internally and externally entered requests. Users can accept the “cleansed” address or choose to keep their original entry.

The City has access to the County’s ESRI GIS Database to cleanse addresses. Questions on GIS integration appear later.

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13 SR 10 Service Request Fields - Locations

R A user can submit an approximate address (a block of text) or a pair of cross streets instead of a valid address.

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14 SR 11 Service Request Fields – Locations

N Requesters are notified when an address is outside the corporate city limits, with text explaining who to contact instead.

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15 SR 12 Service Request Fields – Method of Entry

I Permanently track the original method of entry for the service request.

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16 SR 13 Service Request Fields – Customers

I To speed data entry, system has a field to capture a “Customer” code on the request that references customer data for billing. This field will copy forward to the work order.

Here, the Customer is the term used for the person, business, or entity that will be billed at the end of the work order. (Specifications appear under Work Orders for “Billing of costs to Customers”.)

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17 SR 15 Manage Service Requests - Consolidation

N During the entry of an external request, the system looks for “nearby” requests and allows (suggests) that the submitter “Follow” an existing request and sign up to receive notifications.

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18 SR 17 Manage Service Requests – Manual Close

R Users can close a request, and then re-open it for alter data entry.

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19 SR 18 Open Items Tracking

I External users can see the status of their service requests through a public-facing form.

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20 SR 20 Open Items Tracking - Status notifications

N For external users, status notification text is configurable based on the date and type of request classification. (e.g. “Snow plowing is underway. Here’s a link to the City’s Snow Management Plan...”.)

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21 SR 21 Open Items Tracking- Status notifications

N Status notification text can include hyperlinks. Pick from List



Investigation/ Inspection ReportsArea Process

Data Entry 1) The City expects to have multiple scenarios for inspection reportsa) Inspections related to a service request, to confirm/update information about the request. (e.g. fallen tree limb)b) Inspections related to a work order to review the work performed. (e.g. inspection of asphalt)c) Inspections of an asset to test its condition. (e.g. flow monitoring, sign reflectivity, planter health, etc.).

Inspection Checklist

2) In many cases, the inspection should follow a checklist of items. The City wants to pre-define these as templates. But not every inspection is a checklist scenario, so the templates would only be used on some inspections.

Inspection Results

3) The inspection records the results discovered as sub-records (e.g. Asset conditions should be stored from multiple inspections over time.)

SpecificationsNum Orig Area Imp Specification Answer ____________Comment_______________

22 II 2 Data Entry I An inspection report must be able to link to multiple records (e.g. multiple service requests or assets).

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23 II 5 Inspection Checklists

R Provide templates for inspection activities, that the City can manage over time (Add/Change/Delete). Also permit users to add additional ad hoc inspection results beyond the checklist.

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I The City can define the data type of the checklist responses (e.g. requiring a number, a percentile, or permitting text).

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N Users can access previous inspections results while entering an inspection.

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Work OrdersArea ProcessData Entry 1) Work orders could be created in a number of ways:

a) From service requests, carrying forward information from the request into the work order.b) From asset maintenance schedules, carrying forward a link to the asset and information about the asset (e.g.

location).c) On an automated recurring basis for seasonal (flower beds, tree pruning, sewer inspection) or scheduled special

events (yearly downtown festival).d) Manually as needed.

2) Work orders are often similar, so the City wants the ability to define “Templates” that can be reused for work orders.Data Elements 3) There are many pieces of information about a work order that must be captured for proper management and

reporting. The Specifications list some of the critical fields.Creating an Asset

4) Sometimes a work order will create an asset (e.g. a construction project). The City would like to have the system bring work order information into the asset fields automatically, so that information like the historical cost of the asset is known from the work order history.

Scheduling Work

5) Something the City hopes to improve on is the tracking of people, equipment, and other resources assigned to work orders. Currently, knowing “who is assigned to what” is a challenge, and we lack a general tool to see the schedules for equipment and people.

Tracking Work 6) The partner task to scheduling work is tracking the actual activity against work plans and budgets. This includes the tracking of costs against estimates.

Work Order Statuses

7) The City wants the ability to update the status of work orders.a) Very important to the City is to have those status changes trigger messages that are sent to any of a number of

interested parties (internal staff, contractors, property owners, people who submitted the service request, etc.) Contacting people automatically, and reducing the number of phone calls and inquiries, is important to the City.

Billing of costs to Customers

8) Some work orders will be billed to customers.o Externally billed work orders are a manual process. We are looking for ways to make this more automated, and

to provide better information to billed parties about their billings.o Internally billed work (for fleet maintenance) is performed by Finance, based on reports that summarize work

orders and fuel usage. The internal billing code is associated with the vehicle (an asset).



SpecificationsNum Orig Area Imp Specification Answer ____________Comment____________

26 WO 2 Data Entry – Link to Service Requests

R Support a many-to-many relationship between service requests and work orders.

- One service request could be referenced by multiple work orders.

- One work order can reference multiple service requests.

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27 WO 4 Data Entry - Templates

I System allows the City to add/change/delete work order templates that pre-define activities, cost & effort estimates, configurations, and other fields.

Must also allow overrides of the default template settings on individual work orders.

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28 WO 5 Data Entry - Recurring Work Orders

I System provides rules to create and schedule recurring work orders on at least a daily, weekly, monthly, quarterly, and annual basis.

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29 WO 6 Data Entry – Selecting Service Requests

N Users can view service requests on a map and select MORE THAN ONE at a time to turn into a single work order.

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30 WO 8 Data Elements - Location

N System can locate a work order in GIS as a linear asset or polygon.

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31 WO 9 Data Elements - Activity Codes

R Ability to classify work orders by activity codes that the City will define and City staff maintain (add/change/delete) over time.

Examples: Street sweeping, snow removal, tree trimming, tree removals, nuisance vegetation investigations.

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Num Orig Area Imp Specification Answer ____________Comment____________

32 WO 10 Data Elements – Linking Work Orders

R Link one or more subordinate work orders to a primary work order. Must allow linking, and removal, of work orders at any time, including after a work order is closed.

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33 WO 12 Creating an Asset – building a new asset

R When a work order created (e.g. constructed) a new asset, the new asset must carry forward information from the work order and be linked to it.

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34 WO 13 Scheduling Work I Within a work order, users can create a job plan as a series of tasks and assign people, equipment, and other resources to the tasks.

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35 WO 14 Scheduling Work R Schedules that display availability for a person or piece of equipment.

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36 WO 16 Tracking Work – Cost vs. Estimates

I Capture estimated work effort and cost at the task level and for the whole work order, then track actual cost against the estimate(s). Estimates can change at any time, but original estimates must always be retained.

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37 WO 18 Tracking Work – Data Entry

R System must have an import capability to record costs of any type (hourly rate, quantity x cost, flat costs, etc.).

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38 WO 19 Tracking Work – Labor Rates and Overtime

R System automatically calculates variable labor and equipment costs for overtime hours and at different rates for various types of work, including volunteer labor (at a $0 rate but hours must be tracked).

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39 WO 20 Tracking Work – Non-Labor Costs

R Track materials usage (quantity x cost) and simple flat costs (entry of a single dollar amount) at the task and work order level.

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Num Orig Area Imp Specification Answer ____________Comment____________

40 WO 24 Tracking Work – Multiple Assets

R Costs recorded to a work order that references multiple assets can be split across multiple assets automatically, and users can override the calculated costs associated with each asset.

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41 WO 25 Work Order Statuses - Notifications

R Status updates are triggered by Work Order changes and are sent to people who have signed up for “Notifications” – both for the Work Order and for associated Service Requests

We would like updates to work orders that are linked to multiple service requests to notify contact people from ALL linked requests – without the need to re-enter those people on the work order.

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42 WO 26 Work Order Statuses - Closing

I Users can close a work order, and re-open a closed one, at any time. (While not encouraged, it is sometimes required.)

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43 WO 27 Work Order Statuses - Closing

I When a work order closes, any remaining assigned resources should be released.

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44 WO 29 Billing of costs to Customers

R System can print a detailed invoice of costs for a Work Order to send to someone who is billed for the work.

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45 WO 30 Billing of costs to Customers

I Allow any of the people associated with the service request (property owner, reporting person) to be selected as the billed person for the work, without requiring re-entry of their information.

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Materials InventoryArea ProcessMaterials Tracking

1) There will be an effort during implementation to create Inventory records, which (except for fleet) are not traced by a central system now. The current fleet system has an integrated parts component.

2) The City would like to manage on-hand quantities.3) The City would like inventory to be integrated with a purchasing process, at least to the extent that re-order points can

be defined, and notifications (or purchase requests) can be generated to purchase items based on the re-order points.Issue Materials

4) Ideally, the system should assist in the Issuance process by recommending lots (based on expiration dates), tracking open and back-ordered requests, and recording when requests are fulfilled.

5) The costs associated with inventory items should be recorded on the work order for cost reporting and to consolidate the total cost for billing purposes.

SpecificationsNum Orig

AreaImp Specification Answer ____________Comment____________

46 MI 3 Materials Tracking – On Hand

R System tracks on-hand levels that are automatically maintained as materials are issued or received.

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47 MI 5 Materials Tracking – Reorder Points

I System stores desired on-hand quantities, and has an automated process to notify users of items that must be re-ordered.

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48 MI 4 Materials Tracking – On Order

I System creates outbound purchase requests from the reordering rules, either real-time or in batch.

We assume that integration with the procurement system will be the City’s responsibility. If you include that in the scope of your bid, please mention it in the comments.

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Num OrigArea

Imp Specification Answer ____________Comment____________

49 MI 6 Materials Tracking – Materials Lots

I System records and tracks lot numbers and expiration dates of materials, for materials that are time-sensitive.

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50 MI 8 Issue Materials – Work Order

R From a work order, users can identify which materials they need, which triggers a request for those items.

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51 MI 9 Issue Materials – Work Order Template

I Work order templates can store a standard list of Materials needed for common work orders, which can automatically trigger requests for those materials.

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52 MI 11

Issue Materials – Cost Tracking

R The cost of materials issued should be recorded on the work order for future tracking and billing purposes.

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Integration with External Work Order SystemsThe City could have other systems that will track service requests and work orders. For example, the Arbor Division could begin using a Work Order system that is provided by their Asset Management solution. Similarly, new systems could be added over time that would also collect/generate Service Requests. (None exist now, but they could occur in the future.)

Area ProcessNew Service Requests

1) We want the new software to be a “one stop shop” for service requests, so that any type of service request can be initiated. Some of those service requests should then be routed to other systems for work tracking (e.g. Arbor requests will be sent to Davey).

2) There may be situations where the City wants to import service requests from other systems into your software.New Work Order

3) Certain “categories” of service requests will turn into Work Orders in a different system. We would like for them to be created automatically as a batch file, or real-time through an API.

4) We can see scenarios where a Work Order is created in your system, just to identify that the Work Order exists – even though it’s managed in a different system. We want to record its tracking ID from the other system in the Work Order in this scenario. However, each work order is only maintained in one system, so there should be one system that “owns” the work order.

5) Work Orders could be imported, too. As noted above, the City expects for there to be ONE owner of a work order record, with updates occurring only in the owner system.

Updates to Records

6) If records are imported or exported to other systems, there is a need to send revised versions of the data.7) Ideally, the City would like for updates in the owner system to trigger status updates in another system.

SpecificationsNum Orig Area Imp Specification Answer ______________Comment_____________

53 IE 3 New –Records Outbound

R A service request or work order can be exported from your software to another system, including any or all of the data fields on the record.

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Num Orig Area Imp Specification Answer ______________Comment_____________

54 IE 1 Outbound record – updates

R Record changes trigger additional updates that are sent to external systems.

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55 IE 2 New Records - Inbound

R Records can be imported from external systems.

Answer Guide:

Y = You have a standard layout and costs for this integration are included in the project scope.

C = You have a standard layout and hours for this integration are not included in the project scope as priced.

M = Integration isn’t supported, but you are proposing to build that ability as part of this project. Costs for this integration are included in the project scope

N = Not available at all.

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56 IE 4 New records -- Inbound

I Inbound records store identifying fields from the other system.

Our assumption is that each work order is only maintained in one system.

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57 IE 6 Status Updates - Inbound

I Updates on record statuses from other systems can be imported and change the status of records in your system.

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AssetsArea ProcessAsset Entry 1) Assets will be both imported and manually entered.

2) The types of assets the City expects to track are the following:o Vehicleso HVAC Systemso Meterso Pavemento Bridgeso Signal Controllerso Signs (Traffic and others)o Sewerso Street Lightingo Planters/boxeso Street garbage/recycling canso Irrigation systems/controlso Receptacles for trash/recycling,o Benches,o Bike racks

We expect new types of assets to be added in the future.Related Events

8) Assets have a many-to-many relationship with service requests, work orders, and Inspections.9) The City wants these links to keep the history of an asset, so that users can review all of the system events that were

associated with it.10) The City wants automated preventative maintenance processes to trigger service requests, work orders and Inspections

according to a schedule.11) The City wants several ways to select Assets to generate events, including searching through a query and selecting on a

map.



Asset History 12) The many events related to an asset should be stored in a way that the history of the asset is easily researched.13) Maintain a history of inspections and condition scores and use these for future analysis.)14) Track historical costs for an asset, as updated by system events.

SpecificationsNum

OrigArea Imp Specification Answer ______________Comment_____________

58 AS 2 Asset Entry- Location

R Track assets to a building, floor, room, and location in the room.

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59 AS 2 Asset Entry- Location

I Display assets on an image of the building floor plan.

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60 AS 3 Asset Entry – Classification

I We want a classification code that groups assets (land, equipment, roads, cars, etc.) and then controls the data entry fields.

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61 AS 3 Asset Entry – Classification`

I The asset classification code (see above) defines preventative maintenance schedules.

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62 New Asset Entry – Classification`

R Stores an internal billing account that will receive billings related to the asset.

The main use of this now is with fleet vehicles.

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63 AS 4 Asset Entry – Changing Details

I The system must allow updates to an asset’s details at any time, including after it is disposed/closed.

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64 AS 5 Related Events - Preventative Maintenance Schedule

R Automatically create system events (service requests, inspections, or work orders) based on the preventative maintenance cycle for an asset.

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Num


65 AS 6 Related Events– Selecting Assets

I Users can query assets (e.g. by location, condition, etc.), select multiple assets from the query results, and then trigger inspections for those assets.

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66 AS 7 Related Events– - Selecting Assets

R Users can select an asset from a visual map, and then then initiate a work order in a single action.

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67 AS 8 Related Events– - Selecting Assets

I Users can select MORE THAN ONE asset from a visual map, and then trigger work orders and inspections for those assets in a single action.

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68 AS 11 Related Events – Link to Assets

R System must provide a link between a system event (Inspection, Service Request, and Work Order) and one or more assets. It must allow more than one asset to be linked to a single system event, and permit changing the assets related to a system event. (e.g. adding a new asset to a work order or removing a link to one asset.).

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69 AS 12 Related Events – Link to Assets

I System events (Inspections, Service Requests, and Work Orders) can be associated with a portion of an asset (e.g. a section of a linear asset).

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70 AS 13 Asset History – Related events

R Maintain a link between an asset and the related system events (Inspections, Service Requests, and Work Orders) for the life of an asset, including preservation of historic data after the asset is disposed.

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Num


71 AS 14 Asset History – Inspection Results

R The system must store the condition of an asset at a given date, and store a history of those conditions over time.

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72 AS 15 Asset History – Inspection Results

R System must record and store many different conditions for a single date.

One inspection could measure several aspects of the asset.

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73 AS 17 Asset History – Costs

I Stores the ongoing costs for an asset, as computed from work orders related to the asset. This is separate from the purchase cost.

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74 AS 18 Asset History – Costs

I In addition to costs from work orders, system allows users to manually enter and import costs for asset maintenance. When this happens, your system must permit entry of supplemental details and maintain an audit trail of these adjustments.

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GIS IntegrationThe City already uses the ESRI software, and is part of a County-wide GIS consortium with access to their property data.

The City has some of its assets defined in GIS layers, but other assets are not. The City performs direct updates to the GIS database, so corrections will be made to the GIS source data – not a local copy.

No orange box here… not needed.

SpecificationsNum

OrigArea Imp Specification Answer _____________Comment___________

75 GI 2 GIS Asset Locations

R All asset geometry and attributes must reside in the ESRI geodatabase and should not require middleware, modules, or synchronization with the work management database.

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76 GI 5 GIS Address Validation

I During data entry, addresses can be validated against the GIS database, and return one or more matching addresses that the user can select. However, users must also be able to enter an address that does not exist in the GIS database.

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77 GI 6 GIS Address Validation

I If an address is matched to an ESRI record, entry form uses the address to pull parcel/taxpayer data from ESRI automatically.

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78 GI 8 GIS Mapping R Maps show the locations of assets, service requests, and work orders.

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79 GI 9 GIS Mapping I From a map, provide a link to Google Earth street view for the same location.

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Num

OrigArea Imp Specification Answer _____________Comment___________

80 GI 10 GIS Mapping – Selecting records

R User can select service requests, work orders, inspections, and asset records from the map by drawing a polygon.

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