Cradle Mountain Tasmania

Building smarter dispatch processes

David Lestani Customer Story, EAM

Organisations that maintain assets and infrastructure over large geographic areas face common challenges in dispatching work crews for reactive maintenance works that meet response time commitments. Clarita’s asset management team have recently delivered an exciting project for Tasmania’s water services provider, TasWater, that has reimagined the dispatch process with location context for huge productivity returns.

At an estimated 68,400 km2, Tasmania may be Australia’s smallest state in terms of total area, but locating the maintenance crew best positioned to go fix a burst water main armed with nothing more than a telephone and the day’s planned works schedule is still a daunting task.

For TasWater, the dispatch process relied on coordinators phoning around crews in their region to assign work order and adjust the daily schedule in response to each fault reported through the public call centre. It was slow, frustrating, and tied valuable resources up in busy-work at the expense of quality and safety oversight in the field.

TasWater GIS DashboardWith a toolset including IBM Maximo and Esri ArcGIS, Clarita worked with TasWater to redesign the dispatch process. The solution delivered TasWater’s first Maximo Start Centre. The start centre was designed to provide a quick and interactive view of the information that Dispatchers and Coordinators regularly use, such as Planned Events; Current Assignments; Unassigned P1, P2 and Sewer. They can then click on the work orders listed to get the details and manage assignments.

Mapping integration with Esri ArcGIS delivered a GIS dashboard that provides a visual representation and location context to current work order data. Delivering on the GIS component of the solution was an excellent example of Clarita’s various practice groups working together to add value in solving asset management process challenges. Our team researched and provided strategic advice on the best possible method for achieving TasWater’s mapping vision, and then worked with the business to implement their solution of choice.

I also found this project to be a good test of Clarita’s agile methodology. The systems environment experienced some incidents during the course of implementation that diverted key resources away from project deliverables. Despite this, the pilot project still went live one week ahead of schedule, and on a larger scale than initially planned.

The TasWater Dispatch Portal is now in production and is being well received by field crews and coordinators.


Read the Case Study

Read more about TasWater's new approach to dispatching work orders in Clarita's latest case study.