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Remote access property inspection and dispatch system (RAPIDS)
Charles Rodgers
Clifford Andrews
Flora Qian
OPTIMUS Corporation
8601 Georgia Ave. Suite 700
Silver Spring, MD 20910
Theresa Lewis
Assistant Director
District of Columbia Housing Regulation Administration
941 North Capital Street, NE
Washington, DC 20002
Charles Rodgers
Clifford Andrews
Flora Qian
OPTIMUS Corporation
8601 Georgia Ave. Suite 700
Silver Spring, MD 20910
Theresa Lewis
Assistant Director
District of Columbia Housing Regulation Administration
941 North Capital Street, NE
Washington, DC 20002
Introduction
In the last decade of the 20 th century, the quality of life in Washington DC, like many big US cities, seemed to be deteriorating faster than the city's cash strapped government departments could affect reparations. Except for perhaps the Public Safety and Health Departments, no other District department has more direct effect on the city's quality of life than the Department of Housing Regulation. This department responds to consumer and other government departments' complaints regarding substandard housing and nuisance properties. During this period, rental properties reduced to slums by greedy owners and empty, vandalized properties frequented by transients and criminals threatened to overwhelm the department's inefficient manual, enforcement system but money for improvements was scarce.
After discussing the needs with DC Housing officials, OPTIMUS Corporation, developers of the NASA wireless, shuttle inspection system currently used at Kennedy Space Center, volunteered to assemble a contractor team to develop a housing inspection system based on the NASA system's concepts. OPTIMUS Corporation and its subcontractors, CGH Technologies and FMC, met with Housing Regulation and other DC officials over a period of eighteen months and rode with housing inspectors to determine the requirements of an automated housing inspection system. The Housing Regulation Department secured a federal grant that covered a portion of the cost of developing a pilot system for five inspectors, and the contractor team donated the remainder of the equipment and services required for the pilot program. This paper discusses this pilot system design and use.
Process Reengineering
The housing inspection and enforcement process consists of several sub-processes required to determine the scope of infractions and compel the owner to remedy them or risk condemnation of their property. These include the sub-processes addressed by RAPIDS: 1) Complaint Entry 2) Inspection Assignment and Dispatch 3) Inspection Documentation 4) Owner Violation Service. OPTIMUS sought to reengineer these sub-processes to improve inspection and enforcement efficiency by providing inspectors with time saving and enhanced information technology, and by empowering managers with real-time performance metrics. The overall process and inspection forms were not subject to change as they are legally required for enforcement actions.
Original Inspection Process
The original inspection and enforcement process was triggered by a telephone complaint to the Housing Regulation Department. Complaints would come from residents, a housing inspector, or other DC departments that encounter problems with housing and property in the course of their responsibilities. The complaint was entered into a complaint system computer. However, as that computer system did not interface with the inspection computer system, the printed out complaints had to be reentered before inspectors could be assigned.
The inspection and reinspection assignments were devised by the department manager and given to the inspectors in the morning. Assignments were made depending on the priority of the complaint and where it was located.
The inspectors were rarely provided with more information than contact person, address, and type of complaint. Information about the property owner had to be researched from outdated property books or learned from the complainant. The inspector usually would not know if the property had been inspected before or whether the owner had been cited before even though the law provides for escalating fines for repeat offenses. At the time we visited, inspectors even had to make their own copies of inspection forms as the department could not provide them.
The inspectors determined their own route and were responsible for transportation either using rapid transit or their own vehicles. They were reimbursed for a portion of these expenses. Once they left the office, the department manager had no way to contact or monitor the inspectors.
The inspectors would arrange to meet the complainant and inspect the premises. They would note the violations on scratch paper during the inspection. The official inspection form was not completed until they returned to the office. The inspector filled out the form by hand, and submitted it to a data entry person to input the information into the inspection computer. Before the citation could be printed and mailed, the inspector had to proofread the data entered. It often took several weeks before the entry was correct and the citation could be issued. (High priority violations such as no heat in winter were manually expedited.)
The property often had changed owners since the books were updated so mailing the initial violation notice just delayed the enforcement until it was returned and the real owner could be determined. To do this, the inspector had to visit one or more of the DC government departments that maintained different property databases (such as for taxation), and search them for the latest listed owner. The corrected inspection form then had to be reentered into the computer through the time consuming process described above.
After successful service of the citation, a reinspection is scheduled to assure the infractions have been remedied within the allotted time. The inspectors call to set up these appointments. If the violations were not remedied, the inspection process repeats but with more severe fines. Ultimately, the property can be condemned or seized by the government but, as is evident from the preceding description, it is a long procedure that provides numerous opportunities for process abuse.
Reengineering the Sub-Processes
The overall goal was to increase the speed, integrity, and effectiveness of the enforcement process, as well as to increase customer (DC citizens and businesses) satisfaction. If these goals could be met, the system would quickly pay for itself. The goals resulted in the following priorities for reengineering the sub-processes:
Rapids System Design and Technology
RAPIDS System Architecture
The RAPIDS system consists of Inspector Mobile Work Stations (IMWs), a Command Center Computer (CCC), and a wireless internet link for communications and information exchange. The IMW is equipped with the RAPIDS inspection and communication software, Global Positioning System (GPS) receiver, digital camera, wireless modem, and a portable printer. The CCC is equipped with the RAPIDS software, a document scanner, and a LaserJet printer.
IMW
The IMW computer (Fig. 1) is a 2.4 lbs Sony VaioTM laptop with a built-in digital camera and two RS232 serial ports. One serial port is connected to a Ricochet SETM28.8 Kbps wireless modem, and the other one is connected to a Garmin GPS 35 TrakPak PCTM receiver. The portable thermal printer is a Radix FP40+ that receives data through the laptop’s infrared port. The IMW has the RAPIDS client software installed.
Figure 1 Inspector Mobil Workstation
The RAPIDS client software consists of four major modules: graphic user interface, GPS data processing, database management, and communications. The graphic user interface displays enforcement history of property and owner, route map to each assignment, and shows travel progress (Fig. 2). It also supports entry, printing, and storage of electronic inspection forms.
Figure 2 IMW Map And GPS Navigation
Each morning the IMW communication module wirelessly retrieves and stores assignments, files, histories, appointments, and e-mail messages. It provides the vehicle for the secure, paperless data exchange between field inspectors and the inspection headquarters.
The GPS data processing module retrieves GPS data from the GPS receiver every second. The position shown on the user interface is updated every 10 seconds, and the GPS data is sent every 30 seconds to the CCC for the position display and mileage log. The IMW contains the MapOCX ProTM GIS that determines and displays the best route based on mileage, current position, and destination. This feature and the Panic Button were essential for inspector acceptance of the GPS tracking. The Panic Button alerts the CCC of a safety problem.
CCC
The CCC is installed at the inspection headquarters. It is an NT server connected to Internet via the secure gateway. It is equipped with a document scanner, a LaserJet printer, and a RAID backup. The RAPIDS server software and a SQL 7 server are installed on the CCC.
Figure 3 Screen shot of RAPIDS GIS Display
The RAPIDS server software is composed of the GIS system, OPTask scheduler, and the communication module. The GIS software component integrates ArcView GIS 3.1 Interface with a SQL 7 database server to organize all enforcement information so that it is accessible by address, map location, complaint number, complaint type, plat and square reference, inspector, or owner. The GIS software drives a map display of the District that shows real-time inspector positions, inspector assignments, route inspectors followed to their present point, and inspected properties (Fig. 3). The GIS and database provide the following functions:
Figure 4 OPTask Scheduler Engine Interface Screen
RAPIDS Wireless Network
The RAPIDS wireless network uses a Ricochet SE wireless modem to transfer data from the CCC to the IMWs via the Internet using custom communication software that supports the RAPIDS network protocol. Data exchanged between these nodes includes schedule information, e-mail messages, inspection-related data, and GPS IMW position information. The RAPIDS network protocol provides network security including access control, fault tolerance, and data encryption. RAPIDS also can use the Cellular Digital Packet Data (CDPD) service to wirelessly access the Internet in areas where spread spectrum internet access such as Ricochet is not available. CDPD is already used by many Public Safety organizations.
RAPIDS Concept of Operation
The Housing Regulation clerks enter complaints into the RAPIDS GIS system using the clerical level access to the CCC’s GIS. The GIS user interface is used to schedule appointments for inspection either manually or automatically via the OPTask scheduler engine. Clerical level access also can be used to determine the status of any inspection. The CCC automatically checks linked property databases for ownership information, currently through a local CD database. However, it also is designed to interface electronically with several city wide databases being developed for Washington DC.
The inspectors’ IMW receives their assignment list and associated files daily at logon from anywhere in the city. The IMW shows a route map to the assignment location based on the IMW’s GPS position data and the property’s latitude and longitude. The IMW displays historical information on properties and owners that can be reviewed upon arrival (Fig. 5). Inspectors can conduct their inspection, and use the electronic form to quickly capture the information using infraction codes that can be annotated with text. Digital pictures can be taken and attached to the inspection form to better document the infractions. When the data entry is complete, these forms as well as the inspection log (start time/end time etc.) are transmitted back to CCC’s GIS system. The transmission and storage of the inspection and GPS data is automatic and transparent to the user, and requires a few seconds to a couple of minutes.
Figure 5 Citation History of Property
The IMW also can be used to request an appointment time (either personal or business), and provides e-mail to the CCC. As many inspections are conducted in high crime areas or in vagrant infested buildings, the IMW provides a panic button that sends an alert to the CCC along with the last position. Stolen IMWs could be found using the automatic position feature.
The thermal printer is used to print inspection receipts and missed appointment receipts for complainants. This along with the available real-time inspection status should help ensure that citizens are satisfied that their complaint is being addressed in a timely manner. The printer is slated to be upgraded so it can print full legal sized citations for service of owners on the spot.
In addition to the clerical level functions, a user with management access to the CCC is able to exchange instant messages with the inspectors in the field and track them in real-time or in replay. The manager also can change the priority of an inspection or the inspection schedule. The managers can view and analyze inspection data graphically or in a generated report.
Although the sub-processes have changed with RAPIDS, RAPIDS technology does not change the inspection process so much as it facilitates efficiency and accountability. The result should be a much more responsive and effective government service that can maintain and improve the quality of life for all the city’s citizens and businesses.
Performance
RAPIDS is currently being tested in a pilot phase that compares five inspectors using RAPIDS to five standard inspectors. Complete data will be presented at the GITA Conference in March 2000 by an official from the DC Housing Regulation Department. Interested parties not attending the conference should contact the author for the data.
Even without definitive data, the feedback from the users, housing officials, and the Mayor has been very positive. In a press conference, Washington DC Mayor Anthony Williams said of RAPIDS “RAPIDS takes DC Government from the Stone Age to the Space Age in one step.”
The District also is interested in expanding the RAPIDS applications to include food and health inspections, fire inspections, building code inspections, as well as providing access for the Police. Public works also is a candidate for a modified system. Several other jurisdictions have expressed interest in RAPIDS to the DC Housing Authority.
Future Improvements
The purpose of the pilot is to determine desired improvements before full system deployment. Some improvements already scheduled include using Differential GPS techniques to precisely locate the property. The GIS features will be enhanced to enable the display of properties on the GIS map by nature of complaint, status, enforcement date, inspector, and service area. In addition, the software will be re-configured to enable interaction with the CCC from any web browser in the network for multi-user access at the management and clerical levels. This will allow all DC Housing Management to access the real-time metrics at anytime.
In the last decade of the 20 th century, the quality of life in Washington DC, like many big US cities, seemed to be deteriorating faster than the city's cash strapped government departments could affect reparations. Except for perhaps the Public Safety and Health Departments, no other District department has more direct effect on the city's quality of life than the Department of Housing Regulation. This department responds to consumer and other government departments' complaints regarding substandard housing and nuisance properties. During this period, rental properties reduced to slums by greedy owners and empty, vandalized properties frequented by transients and criminals threatened to overwhelm the department's inefficient manual, enforcement system but money for improvements was scarce.
After discussing the needs with DC Housing officials, OPTIMUS Corporation, developers of the NASA wireless, shuttle inspection system currently used at Kennedy Space Center, volunteered to assemble a contractor team to develop a housing inspection system based on the NASA system's concepts. OPTIMUS Corporation and its subcontractors, CGH Technologies and FMC, met with Housing Regulation and other DC officials over a period of eighteen months and rode with housing inspectors to determine the requirements of an automated housing inspection system. The Housing Regulation Department secured a federal grant that covered a portion of the cost of developing a pilot system for five inspectors, and the contractor team donated the remainder of the equipment and services required for the pilot program. This paper discusses this pilot system design and use.
Process Reengineering
The housing inspection and enforcement process consists of several sub-processes required to determine the scope of infractions and compel the owner to remedy them or risk condemnation of their property. These include the sub-processes addressed by RAPIDS: 1) Complaint Entry 2) Inspection Assignment and Dispatch 3) Inspection Documentation 4) Owner Violation Service. OPTIMUS sought to reengineer these sub-processes to improve inspection and enforcement efficiency by providing inspectors with time saving and enhanced information technology, and by empowering managers with real-time performance metrics. The overall process and inspection forms were not subject to change as they are legally required for enforcement actions.
Original Inspection Process
The original inspection and enforcement process was triggered by a telephone complaint to the Housing Regulation Department. Complaints would come from residents, a housing inspector, or other DC departments that encounter problems with housing and property in the course of their responsibilities. The complaint was entered into a complaint system computer. However, as that computer system did not interface with the inspection computer system, the printed out complaints had to be reentered before inspectors could be assigned.
The inspection and reinspection assignments were devised by the department manager and given to the inspectors in the morning. Assignments were made depending on the priority of the complaint and where it was located.
The inspectors were rarely provided with more information than contact person, address, and type of complaint. Information about the property owner had to be researched from outdated property books or learned from the complainant. The inspector usually would not know if the property had been inspected before or whether the owner had been cited before even though the law provides for escalating fines for repeat offenses. At the time we visited, inspectors even had to make their own copies of inspection forms as the department could not provide them.
The inspectors determined their own route and were responsible for transportation either using rapid transit or their own vehicles. They were reimbursed for a portion of these expenses. Once they left the office, the department manager had no way to contact or monitor the inspectors.
The inspectors would arrange to meet the complainant and inspect the premises. They would note the violations on scratch paper during the inspection. The official inspection form was not completed until they returned to the office. The inspector filled out the form by hand, and submitted it to a data entry person to input the information into the inspection computer. Before the citation could be printed and mailed, the inspector had to proofread the data entered. It often took several weeks before the entry was correct and the citation could be issued. (High priority violations such as no heat in winter were manually expedited.)
The property often had changed owners since the books were updated so mailing the initial violation notice just delayed the enforcement until it was returned and the real owner could be determined. To do this, the inspector had to visit one or more of the DC government departments that maintained different property databases (such as for taxation), and search them for the latest listed owner. The corrected inspection form then had to be reentered into the computer through the time consuming process described above.
After successful service of the citation, a reinspection is scheduled to assure the infractions have been remedied within the allotted time. The inspectors call to set up these appointments. If the violations were not remedied, the inspection process repeats but with more severe fines. Ultimately, the property can be condemned or seized by the government but, as is evident from the preceding description, it is a long procedure that provides numerous opportunities for process abuse.
Reengineering the Sub-Processes
The overall goal was to increase the speed, integrity, and effectiveness of the enforcement process, as well as to increase customer (DC citizens and businesses) satisfaction. If these goals could be met, the system would quickly pay for itself. The goals resulted in the following priorities for reengineering the sub-processes:
- Eliminate data entry redundancies
- Assign inspections for efficiency
- Provide inspectors information on previous citations
- Provide an improved method to research property
- Increase the speed and quality of the documentation of inspections
- Provide a method to give the complainant an inspection receipt
- Provide a method for real-time inspection status determination
- Provide improved inspector and management situation awareness
- Empower management through real-time process metrics.
Rapids System Design and Technology
RAPIDS System Architecture
The RAPIDS system consists of Inspector Mobile Work Stations (IMWs), a Command Center Computer (CCC), and a wireless internet link for communications and information exchange. The IMW is equipped with the RAPIDS inspection and communication software, Global Positioning System (GPS) receiver, digital camera, wireless modem, and a portable printer. The CCC is equipped with the RAPIDS software, a document scanner, and a LaserJet printer.
IMW
The IMW computer (Fig. 1) is a 2.4 lbs Sony VaioTM laptop with a built-in digital camera and two RS232 serial ports. One serial port is connected to a Ricochet SETM28.8 Kbps wireless modem, and the other one is connected to a Garmin GPS 35 TrakPak PCTM receiver. The portable thermal printer is a Radix FP40+ that receives data through the laptop’s infrared port. The IMW has the RAPIDS client software installed.
Figure 1 Inspector Mobil Workstation
The RAPIDS client software consists of four major modules: graphic user interface, GPS data processing, database management, and communications. The graphic user interface displays enforcement history of property and owner, route map to each assignment, and shows travel progress (Fig. 2). It also supports entry, printing, and storage of electronic inspection forms.
Figure 2 IMW Map And GPS Navigation
Each morning the IMW communication module wirelessly retrieves and stores assignments, files, histories, appointments, and e-mail messages. It provides the vehicle for the secure, paperless data exchange between field inspectors and the inspection headquarters.
The GPS data processing module retrieves GPS data from the GPS receiver every second. The position shown on the user interface is updated every 10 seconds, and the GPS data is sent every 30 seconds to the CCC for the position display and mileage log. The IMW contains the MapOCX ProTM GIS that determines and displays the best route based on mileage, current position, and destination. This feature and the Panic Button were essential for inspector acceptance of the GPS tracking. The Panic Button alerts the CCC of a safety problem.
CCC
The CCC is installed at the inspection headquarters. It is an NT server connected to Internet via the secure gateway. It is equipped with a document scanner, a LaserJet printer, and a RAID backup. The RAPIDS server software and a SQL 7 server are installed on the CCC.
Figure 3 Screen shot of RAPIDS GIS Display
The RAPIDS server software is composed of the GIS system, OPTask scheduler, and the communication module. The GIS software component integrates ArcView GIS 3.1 Interface with a SQL 7 database server to organize all enforcement information so that it is accessible by address, map location, complaint number, complaint type, plat and square reference, inspector, or owner. The GIS software drives a map display of the District that shows real-time inspector positions, inspector assignments, route inspectors followed to their present point, and inspected properties (Fig. 3). The GIS and database provide the following functions:
- Parse, store, and display property enforcement and ownership information
- Complaint entry: includes automated ownership database search
- Inspector status information: real-time display of inspector travel and position
- Dynamic GIS information analysis and storage: replay of inspector's travel route for anytime within the last month, calculation of mileage by inspection or inspector, etc.
- GIS process metrics: comparisons of inspections by type (time & number), average time for inspection type by inspector, total inspections in period, inspection status states, fines assessed, value of property condemned, etc.
- Multi-level access security
Figure 4 OPTask Scheduler Engine Interface Screen
RAPIDS Wireless Network
The RAPIDS wireless network uses a Ricochet SE wireless modem to transfer data from the CCC to the IMWs via the Internet using custom communication software that supports the RAPIDS network protocol. Data exchanged between these nodes includes schedule information, e-mail messages, inspection-related data, and GPS IMW position information. The RAPIDS network protocol provides network security including access control, fault tolerance, and data encryption. RAPIDS also can use the Cellular Digital Packet Data (CDPD) service to wirelessly access the Internet in areas where spread spectrum internet access such as Ricochet is not available. CDPD is already used by many Public Safety organizations.
RAPIDS Concept of Operation
The Housing Regulation clerks enter complaints into the RAPIDS GIS system using the clerical level access to the CCC’s GIS. The GIS user interface is used to schedule appointments for inspection either manually or automatically via the OPTask scheduler engine. Clerical level access also can be used to determine the status of any inspection. The CCC automatically checks linked property databases for ownership information, currently through a local CD database. However, it also is designed to interface electronically with several city wide databases being developed for Washington DC.
The inspectors’ IMW receives their assignment list and associated files daily at logon from anywhere in the city. The IMW shows a route map to the assignment location based on the IMW’s GPS position data and the property’s latitude and longitude. The IMW displays historical information on properties and owners that can be reviewed upon arrival (Fig. 5). Inspectors can conduct their inspection, and use the electronic form to quickly capture the information using infraction codes that can be annotated with text. Digital pictures can be taken and attached to the inspection form to better document the infractions. When the data entry is complete, these forms as well as the inspection log (start time/end time etc.) are transmitted back to CCC’s GIS system. The transmission and storage of the inspection and GPS data is automatic and transparent to the user, and requires a few seconds to a couple of minutes.
Figure 5 Citation History of Property
The IMW also can be used to request an appointment time (either personal or business), and provides e-mail to the CCC. As many inspections are conducted in high crime areas or in vagrant infested buildings, the IMW provides a panic button that sends an alert to the CCC along with the last position. Stolen IMWs could be found using the automatic position feature.
The thermal printer is used to print inspection receipts and missed appointment receipts for complainants. This along with the available real-time inspection status should help ensure that citizens are satisfied that their complaint is being addressed in a timely manner. The printer is slated to be upgraded so it can print full legal sized citations for service of owners on the spot.
In addition to the clerical level functions, a user with management access to the CCC is able to exchange instant messages with the inspectors in the field and track them in real-time or in replay. The manager also can change the priority of an inspection or the inspection schedule. The managers can view and analyze inspection data graphically or in a generated report.
Although the sub-processes have changed with RAPIDS, RAPIDS technology does not change the inspection process so much as it facilitates efficiency and accountability. The result should be a much more responsive and effective government service that can maintain and improve the quality of life for all the city’s citizens and businesses.
Performance
RAPIDS is currently being tested in a pilot phase that compares five inspectors using RAPIDS to five standard inspectors. Complete data will be presented at the GITA Conference in March 2000 by an official from the DC Housing Regulation Department. Interested parties not attending the conference should contact the author for the data.
Even without definitive data, the feedback from the users, housing officials, and the Mayor has been very positive. In a press conference, Washington DC Mayor Anthony Williams said of RAPIDS “RAPIDS takes DC Government from the Stone Age to the Space Age in one step.”
The District also is interested in expanding the RAPIDS applications to include food and health inspections, fire inspections, building code inspections, as well as providing access for the Police. Public works also is a candidate for a modified system. Several other jurisdictions have expressed interest in RAPIDS to the DC Housing Authority.
Future Improvements
The purpose of the pilot is to determine desired improvements before full system deployment. Some improvements already scheduled include using Differential GPS techniques to precisely locate the property. The GIS features will be enhanced to enable the display of properties on the GIS map by nature of complaint, status, enforcement date, inspector, and service area. In addition, the software will be re-configured to enable interaction with the CCC from any web browser in the network for multi-user access at the management and clerical levels. This will allow all DC Housing Management to access the real-time metrics at anytime.