HomeMy WebLinkAbout6. Update on MyFWCity Council Work Session
December 17, 2019
MyFW Journey
Dynamic web-based system
•One system to enter requests
•Work order system for
divisions without a solution
•Interfaces with 5 work order
systems
•Communicates with the
resident confirmation emails
2
MyFW System
Team approach
•Divisions mapped processes
•Service Requests designed
•Re-evaluation and
enhancements in post-build
•Reports continuously built
3
Phase 1 –April 2017
Code Compliance –Enforcement
Phase 2a –April 2018 –February 2019
Park & Recreation (April 2018)
Contract Mowing
Forestry
Graffiti
Phase 2a continued
CMO, CSO, Mayor & Council (trained on intake )
Human Resources (June 2018)
Benefits
Risk
Code Compliance (Dec 2018)
Animal Care & Control
Environmental
Phase 2a continued
Transportation & Public Works ( February 2019)
Construction
Parking Meters
Streets
Storm Water
Traffic
Phase 2b
Code Compliance –Solid Waste
Interface with work order system
New: Additional services:
Neighborhood Services Park & Recreation
Property Management Human Resources
Police
Planning & Development
Phase 3
FY19 Service Requests
336,543 Service Requests
duplicates identified
Est savings hours
8
How we are getting service requests:
•288,232 Calls –83%
•30,244 Email –9%
•25,053 MyFW App –7%
•3,642 Voicemail –1%
•1,245 Chat -< 1%
MyFW Resident App
25,053 Requests through MyFW App
7,580 Reporters and 6,163 anonymous
34 Service Requests
10
11
MyFW Reporting
System Generated
Automated Generated
Top Ten Requests
Animal CMO SW Animal High SW SW TPW SW Code
Control Switchboard Drop Off Control Grass Drop Off Drop Off Streetlight Bulk Inquiry
Incident Hemphill Inquiry Brennan Hillshire
Method Received
Highlights
•Graffiti -increase in service types so all work is captured in system.
•Streets –standardized comments for requestors email
•Traffic –separated emergency and non-emergency for field
•Stormwater –able to transfer between work order systems
•Code Compliance –building new work order system to include
attachments between systems
•Quarterly meetings for CRM team and customer departments
Challenges
•Work orders entered for incorrect department
•Emails sent to resident saying issues is closed prematurely
•Interface with existing work order systems
•Anonymous reporters entering issues multiple times
Next Steps
•MyFW team continues to meet with the departments
•How to change service requests to the correct service request with correct notification.
•How to change the interfaces with ITS to adapt these changes with MyFW.
•MyFW team will meet with the Phase 3 departments to map processes and determine what services will be placed on the system.
Thank you