Tuesday, November 14, 2023

11:45 AM - 12:15 PM

Breakout Room A, Rongomatane A

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Overview

Presented by Bharat Kapoor, Tauranga City Council

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Details

Tauranga City Council is committed to ensuring community trust and confidence by continually enhancing the experience of our residents. Our ultimate goal is to "Make Tauranga Better." This project addresses the maintenance of parks and reserves, a critical aspect of our service delivery, which had been outsourced to external contractors in the past. This outsourcing had resulted in higher maintenance costs, inadequate service level agreements, a lack of coordination among contract jobs, diminished civic appeal, and reduced satisfaction among ratepayers. Additionally, the dynamic nature of community needs required a more agile approach, as the previous contract cycle was unable to keep pace. To address these challenges, the commissioners decided to establish a dedicated business unit responsible for managing parks and reserves maintenance. To support this business unit this ICT project was formed. Our comprehensive approach encompassed various crucial elements, starting with the equipping of depots across the city with fit for purpose IT equipment. This included providing operators with devices tailored to their specific job requirements. Subsequently, we diligently measured business outcomes, developed efficient business processes, and reached the successful implementation of a highly efficient Field Service Management platform. This platform not only empowers our business units to conduct fieldwork and inspections seamlessly but also facilitates the generation of data-driven insights, which serve as the foundation for informed decision-making. Furthermore, these analytics are instrumental in shaping our monthly and annual planning strategies.

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Speaker