Transcript Asset 2013 - Social media for asset management

Social Media
for
Asset Management
Getting the foundations right
in local government
Presented by
Fergal Coleman & Phillip Dooley
29th May 2013
1
Introduction
• Symphony3 – who we are?
• What is social media and what does it mean for Local
Government?
• How does it fit into the asset management environment?
• A practical example
Social media - think about people
• Social Media = a set of web tools to allow you to more
effectively develop relationships and solve problems for
your customers/stakeholders
Why are we doing this?
We can make great gains
• 20% improvement in marketing effectiveness
• 18% increase in customer satisfaction
• 10% reduction in operational costs
• 15% decrease in marketing costs
• 41% increase in employee satisfaction
• 20% decrease in travel costs
“The Rise of the networked enterprise: Web2.0 finds its payday”
McKinsey Quarterly, December 2010
• Online is the cheapest way to service customers. A report by SocitM in the UK
(www.socitm.gov.uk) on customer service found to service a customer request:
– It costs on average £7.40 face to face
– It costs on average £2.90 by telephone
– It costs on average £0.30 on the web
4
Big business is taking this seriously
www.ge.com
5
Social media is just another channel to better communicate
and service customers
Social Media in the hands of every department
7
Objective: Think about relationships
Are more effective stakeholder relationships in the best interests of your
organisation?
What would it mean to your council if you were more effective at …..?
Listening
Talking
Supporting
Collaborating
1. Listen (and understand)
“We have two ears and one
mouth so that we can listen
twice as much as we speak.”
Epictetus (AD 55-c.135)
9
How to listen
www.sproutsocial.com
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Talking
Where?
What?
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Talking and supporting
Supporting
•
•
•
•
Lower cost
Self service
Quick resolution
Reusable
https://twitter.com/YarraCouncil/status/322221949596078080
https://twitter.com/traffman/status/316683206554423297
https://www.facebook.com/jenny.dowell.5
https://www.facebook.com/CityOfKingston?sk=messages_inbox&acti
on=read&tid=id.530506540321256
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Facebook – Asset Management Example
• Timely updates (e.g. floods, festival)
• Community feedback and engagement
• Interactive content
Collaboration – Engage Customers
www.uservoice.com
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Collaborating – government with citizens
Community Input of Asset Information
• Community Fully Engaged and Participating
• Use any of tools to contact council and they expect service:
• Facebook, Twitter, Mobile Apps (council specific apps, neatstreets,
Snapsendsolve), email, sms etc
• Is this the next generation of field capture software ??
The community does the work – apps, open data
www.citizenville.com
Prepare for the worst case scenario…
http://www.symphony3.com/_blog/Online_Business_Strategy_And_Digital_Marketing/post/Leveraging_Soci
al_Media_for_Live_Events/
How does Social Media affect Asset Management ??
Asset Management is Slowly Evolving
We over estimate the change that will occur in three years and
under estimate the change that will occur in 10 years.
• There is a 40 year technology roadmap we are all following.
– It is about 20 years since the Internet became available to the public.
– We have some idea where we are going for the next 20 years.
– Some organisations are already doing things 20 years into the future.
• Organisations are currently spread out all over this 40 year road map.
• This presentation has a look at the five Asset Management Generations
1990
2000
2010
2020
2030
Traditional Asset Management
• Traditional Asset Management was fairly straight forward
Something is
not working
We fix it!
Something is
Broken
Something has
a value
GIS?
We replace it!
That’s
accountants
business!
A set of plan
draws and a
drafting section
• A surprising number of buildings are still managed this way.
• Arguable some assets only ever need this level of asset management (Guide
posts)
Second Generation Asset Management
It became obvious that we may not be able to afford to fix things as they break
When will it
fail?
Will we have
the money to
replace it?
What is it’s
current
condition?
When is the
optimum time
to replace it?
The only systematic
asset records we
have are our maps
What is it’s true
current value?
What will it cost
to replace?
If we put them in a
GIS we can capture
and manage data
Lets not tell the
accountants!
 Ability to
predict cap ex
for 25 years +
GIS allowed us to
manage current
condition and value
• Most local governments started with roads and a pavement management system
(PMS). (Prompted by Legislation and Federal Policy)
• GIS became the primary Asset Capture and Management System.
If they weren’t on a map they don’t exist!
Third Generation Asset Management
GOOD ASSET MANAGEMENT IS A LOT MORE COMPLEX !
• Government wants us to measure the depreciation – renewal gap.
– Are we spending enough to maintain the standard of our assets ?
• We are expected to proactively maintain assets.
• We are expected to proactively find defects.
• We need to be able to model different options and outcomes.
• We provide “Services” and have service levels.
• Assets include things like Parks, Buildings and even artwork.
• Finance expect our valuation to agree with theirs!
• The GIS database doesn’t fit two condition values at the same time!
Third Generation Asset Management – WORKS!
We are expected to
consider the
community needs.
Community
Consultation
 Priority
(Hierarchy)
– Writing Asset plans is
fairly easy.
Customer
Requests
CUSTOMER
REQUEST
DATABASE
Proactive
Inspections
INSPECTIONS
DATABASE
Work
Requests
WORK
REQUEST
DATABASE
Planned
Maintenance
Lifecycle
Planning
Tasks
(Jobs)
JOBS
DATABASE
Request
refusals
Hierarchy
based
– Making the community
need practically
change how we do
maintenance is a lot
harder.
“Does our community
consultation make the
truck turn left instead of
right?”
Fourth Generation - Moving into the future.
On average we will complete third generation Asset
Management in about 10 years time!
Fourth generation has already started.
Welcome to Web 2.0
(or 3.0? or 4.0?)
Welcome to any information being available instantly
anywhere in the world!
Our data just left the building!
What is Web 2.0
(For the non technical)
THE REAL CHANGE IS BEING DRIVEN BY THE INTERNET (Web 2.0)
• What does it do?
– Allows any piece of data to be stored anywhere in the world and still be
viewed or edited live anywhere else in the world. (The Cloud)
– Allows any system to send a piece of information to any other system.
• The information contains both data and instructions on what to do with it. (A web service)
– It hangs together using worldwide standards.
– Is the way most screens talk to a database or piece of software.
• It allows social media to exist and thrive.
• For this presentation it looks like this!
WEB 2.0
We are now all wired together
Local
Government
Other
Government
The Public.
The private
Sector.
WEB 2.0
•
LIVE !
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What does this mean in practice
• Yarra Valley Water Example – A property Search
Yarra Valley Water
Property
Search
Victoria State
Government
The Public.
The private
Sector.
WEB 2.0
ASSET
DATABASE
CADASTRE
ADDRESS
DATABASE
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A Future Asset Example – Planned Road Works
• Different Organisations work on the same road.
Utility
Local Government
WORKS
PLANNING
WORKS
PLANNING
The Public
SEE ROAD
CLOSURES
WEB 2.0
WORKS
DATABASE
•
•
•
•
WORKS
DATABASE
CADASTRE
Organisations can co-ordinate road works
The public can see the road works.
In car navigation will avoid the road works
No-one takes a copy of the works timetable
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What can go wrong.
• Data capture has not been put into maintenance.
– Old or wrong data has become dangerous, everyone can see it.
• Integration to web 2.0 does not work.
• The data is not accessible
• Integration cannot work without a corporate data model.
– Corporate data must be cleaned to match the model.
• i.e. is our address the same as everyone else's address?
• The organisation does not want to change
– People must see the need to change.
What can go wrong – Did you ask for this?
Financial
System
Customer
Requests
Financial
Asset
Register
CUSTOMER
REQUEST
DATABASE
GIS System
DIGITAL MAP
(GIS)
Field Tablets
i.e. iPad
(Live Asset
management
Functions)
Phone
i.e. iPhone
Android
(Live Asset
management)
WEB 2.0
Physical
Financials
Customer
Requests
VALUATIONS
DATABASE
CUSTOMER
REQUEST
DATABASE
Capital
Works
WORKS
MANAGEMENT
Work
Requests
WORK
REQUEST
DATABASE
Tasks
(Jobs)
JOBS
DATABASE
TENDER
Proactive
Inspections
INSPECTIONS
DATABASE
Planned
Maintenance
Condition
Assessment
Asset
Design
ACAD
SPATIAL ??
PHYSICAL
ASSET
REGISTER
Fifth generation - Moving further into the future.
We will all move into the fourth generation over the next
10 years!
Fifth generation has already started.
Welcome to Social Media
………..for Asset Management !
The Public is now part of our information systems.
Our data just left the building, and the country!
What does the Fifth generation look like ?
• The Public are now part of our information systems.
Our organisation
Core
Asset
Functions
GIS
Analysis &
Workflow
Other Government
/Utilities
Core
Asset
Functions
GIS
Analysis &
Workflow
The Private Sector.
The Public.
SOCIAL MEDIA
WEB 2.0 +
DATABASE
DATABASE
DATABASE
DATABASE
DATABASE
X,Y
X,Y
X,Y
X,Y
X,Y
• Social Media includes BYO software
• Your Asset Management iPhone App is NOT Social Media
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Moving into the future – the fifth generation
“In the past we (local government) told the
community what we were doing, we have now
evolved to engaging the community in what we
propose to do, but the expectation of the
community today is that not only will they be
engaged but they will directly influence and
they will have control over what happens. This
is not an unreasonable expectation.”
John Nevins, CEO, City of Kingston.
Fifth Generation Asset Management
Listening
Supporting
Talking
Collaborating
/energising
WEB 2.0 +
Customer
Requests
CUSTOMER
REQUEST
DATABASE
Work Requests
WORK REQUEST
DATABASE
Proactive
Inspections
Planned
Maintenance
INSPECTIONS
DATABASE
Asset Planning
Tasks (Jobs)
JOBS DATABASE
Request
refusals
Hierarchy
based
What does this mean in practice
There have been several examples of Council using it during floods.
Council
Victoria State
Government
Live 1 in 100 year
Flood Event
The Public.
PUBLIC WARNING
USING FACEBOOK
(DURING THE EVENT
accessible by phone)
WEB 2.0
FACEBOOK
DATABASE
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How will they tell us what to do?
• The Public are starting to expect to put information into our
corporate systems.
Our organisation
Core
Asset
Functions
GIS
Analysis &
Workflow
Other Government
/Utilities
Core
Asset
Functions
GIS
Analysis &
Workflow
The Private Sector.
The Public.
SOCIAL MEDIA
WEB 2.0 +
DATABASE
DATABASE
DATABASE
DATABASE
DATABASE
X,Y
X,Y
X,Y
X,Y
X,Y
• They send it from software we don’t understand and expect us to
listen to it!
• And Act on it same as a we would a phone call!
• Except more quickly
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A Practical Example – Brimbank City Council Pilot
• Mature lifecycle based asset
management.
• Mature GIS with 600+ users.
• Duplication of asset and GIS data
entry
• No single source of Truth
Brimbank 2011
Official Public Website
Mature
Asset
Functions
Mature
CRM
Functions
Mature
GIS
Functions
THE FOREIGN WORLD OF SOCIAL MEDIA
Forums
Blogs
ASSET
DATABASE
X,Y
CUSTOMER
DATABASE
GIS
DATABASE
X,Y
???
Twitter
Facebook
???
Neat
Streets
Snap
Send
Solve
• A vague understanding of Social
media
• Poor understanding of what the public
think – difficulty engaging them.
39
The first Step was to make Data Fully Accessible and Useable
Official Public Website
THE FOREIGN WORLD OF SOCIAL MEDIA
Forums
Mature
Asset
Functions
Mature
CRM
Functions
ASSET
DATABASE
CUSTOMER
DATABASE
Mature
GIS
Functions
???
Blogs
???
Neat
Streets
Snap
Send
Solve
Facebook
One source of
Truth – no data
entered twice.
X,Y
DATA STORE
Asset Data
GIS
DATABASE
Property Data
Twitter
X,Y
Single Source of Truth
One Data Entry Point
Open and
Accessible SQL
and SQL Spatial
Data Environment
No User Impact
40
We can now link the corporate data to the world!
Official Public Website
Mature
Asset
Functions
ASSET
DATABASE
Mature
CRM
Functions
Mature
GIS
Functions
Can publish our
OGC compliant
maps (of faults)
back to social
media devices
Other Public
& Private
sector
including
Mapping
Agencies
i.e.
EMERGENCY
SERVICES
CUSTOMER
DATABASE
X,Y
WEB 2.0 +
DATA STORE
Asset Data
Customer Data
GIS
DATABASE
Property Data
X,Y
Social Media
Interactions
Single Source of Truth - Open Data Standards
Public & Private Sector
Information Services
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The next step was to understand the Social Media Environment
You will have at least 3 iPhone
environments:
• Asset management on your
phone
– Make and receive work orders
– An extension of your internal
system
Forums
• BYO software used by the
public
– You have no control over it
– You are expected to catch the
data
– This is Social media
???
Twitter
Facebook
iPhone
App
• Council information on your
phone
– A version of your website
???
Understand the
issues capturing
asset information
from the public
on an iPhone.
Neat
Streets
Snap Send
Solve
AGGREGATING SOCIAL
MEDIA FOR INCLUSION INTO
CORPORATE SYSTEMS
Listen to
and
Catch
the Social Media
Data
– In the Cloud
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Brimbank then brought the social media data into the building.
Unstructured
Official Public Website
Forums
Mature
Asset
Functions
Mature
CRM
Functions
Mature
GIS
Functions
iPhone
App
???
Structured
???
Twitter
Neat
Streets
Snap Send
Solve
Facebook
AGGREGATING SOCIAL
MEDIA FOR INCLUSION
INTO CORPORATE
SYSTEMS
ASSET
DATABASE
CUSTOMER
DATABASE
WEB 2.0 +
X,Y
DATA STORE
Asset Data
Customer Data
GIS
DATABASE
Property Data
X,Y
Social Media
Interactions
Single Source of Truth - Open Data Standards
The two
databases are
synchronised
every 30 seconds.
Single Integration
Point
43
How Can it Work for Assets ?
SOCIAL MEDIA
Official Public Website
• XY, Photo
Twitter
Mature
Mature
Mature
CRM
Asset
GIS
Functions
Functions
The asset
has the fault Functions
details and photo
attached in the Corporate
Systems.
The twitter message is
processed as a normal job
Capture
• Description
• CRM fault category
• Sender details
Facebook
From
• iPhone App
AGGREGATING SOCIAL
iPhone
• Twitter
MEDIA FOR INCLUSION
App
INTO CORPORATE
• Facebook
SYSTEMS
DATA STORE
• Allow a manual check & approval
process
• Use XY and the fault category to
pickup the Asset_ID.
• Restructure to data to the required
format for the CRM
WEB 2.0 +
The data is in the
building within 30
seconds.
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What did Brimbank Learn ?
• You can’t do anything without open clean complete data
– You have to achieve single source of truth for data first.
– Most Local Governments are several years from this.
• The Technology is the easy part, the people and process is hard.
• It is not clear where the social media world fits into a Local Government.
– Do assets, communications or customer service control it?
– We think it is like GIS, a separate section services all of them.
• Council Staff still expect to totally control the software that the public use.
– Your next young employees will assume otherwise
– Making your corporate system available on an iPhone is not social media.
• This does not replace creating or executing work orders directly into your asset management
system from a phone or tablet – you need both!
• Local Government is yet to effectively use it to drive asset management.
• This is the start of a 20 year journey!
Summary – Social Media Next Steps
It’s here!
It’s real!
It’s solving Real Local Government problems!
It’s an integral Part of Future Asset Management!
YOU NEED TO GET READY
Web: www.symphony3.com
– Strategy: www.symphony3.com/social-media
– Training: www.symphony3.com/training
Fergal Coleman
• Director of Symphony3
• Twitter: @Symphony3Think
• Email: [email protected]
• LinkedIn: au.linkedin.com/in/fergalcoleman/
Phillip Dooley
• Director of Symphony3
• Email: [email protected]
• LinkedIn: au.linkedin.com/in/phillipdooley/
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