The integration of Work Management to GIS
Work Request Process
The diagram shown below depicts the process and functions involved in a typical life
cycle for work, constructing and maintaining facilities to serve customers. The overall
process for new facilities work, such as a residential subdivision, typically involves
multiple Work Requests with different characteristics. A Project is initiated when plans
are received from a customer or developer, such as for a new subdivision. An engineer
then designs and specifies the facilities through a review process or “Non Construction”
Work Request. Then when the engineer finalizes the design and specifies the facilities to
be installed by showing locations, sizes and configurations, a “Design” Work Request
would be created. A “Pre Design” Work Request would be used to capture each of the
individual Services. This work is then scheduled and dispatched to field crews who install
the facilities and have them energized. After this work has been completed it must be
appropriately accounted for and reflected in updates to company databases, including
maps and property records.
Another use of the “Pre Design” Work Request, occur as customers call to be connected
for service or as minor changes are made to the installed facilities, such as moving a pole
or changing out a transformer to meet new customer requirements. A customer service
representative who receives the call requesting service often initiates these Work
Requests. The Work Requests typically do not require engineering designs and can
usually be completely specified using notes or simple sketches, thus the use of the “Pre
Design” concept. The work is scheduled and dispatched based heavily upon customer
needs, and can often be performed in a short time period. After the work is completed it
must also be appropriately accounted for and charged, but it may not involve a change to
maps or property records unless a significant unit of property was involved.
One more example of the “Pre Design” Work Request might include facilities that need
maintenance, which could be either on a repetitive basis for routine activities or on
demand during an emergency. This work will also not need an engineering design unless
major upgrades or replacements are made.
functional integration
Work Management and GIS systems overlap functionally at most of the points in the
process shown in the diagram on the previous page. By coordinating the process at these
points a considerable amount of redundancy can be eliminated. For example, during the
Initiation and Design steps most of the information needed for accounting and posting to
the facilities and property databases can be collected through the use of Job Types and
Compatible Units, such as the reason for the Work Request, the specifications for the
facilities to be installed, locations that are involved. If additional information, such as
unique facility identifiers or serial numbers and changes to the design can be collected
during the construction phase of the process..
Initiation
Major facilities work, such as new subdivisions, overhead to underground conversions,
and system upgrades, are typically initiated internally within the engineering or planning
department. New customer related work could also be initiated internally if the customer
or developer is working directly with an engineer or planner. Minor facilities work that is
the direct result of a customer request, such as connecting or disconnecting service,
upgrading service, or relocating facilities due to customer building, is typically initiated
within the customer service department that receives the telephone call or letter
requesting the work. Repetitive or routine maintenance work is initiated internally based
upon either the result of an inspection or other factors indicating the need to perform
certain maintenance activities. These Work Requests are often initiated automatically
based upon parameters in the facilities and / or maintenance management system.
Relevant information regarding a Work Request should be collected when the request is
initiated, the need to reenter that data during a later step will be reduced. Since work can
be initiated in multiple departments within the Utility, the capability to create a Work
Request must be provided to a large number of users.
