Optimizing Asset Management through Social Media in Local Government

1. Social Media for Asset ManagementGetting the foundations right in local government Presented by Fergal Coleman & Phillip Dooley 29th May 2013

2. 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

3. 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

4. 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

5. Big business is taking this seriously www.ge.com

6. Social media is just another channel to better communicate and service customers

7. Social Media in the hands of every department

8. 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 …..? Supporting Listening Talking Collaborating

9. 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)

10. How to listen www.sproutsocial.com

11. Talking Where? What?

12. Talking and supporting

13. 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&action=read&tid=id.530506540321256

14. Facebook – Asset Management Example • Timely updates (e.g. floods, festival) • Community feedback and engagement • Interactive content

15. Collaboration – Engage Customers www.uservoice.com

16. Collaborating – government with citizens

17. 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 ??

18. The community does the work – apps, open data www.citizenville.com

19. Prepare for the worst case scenario… http://www.symphony3.com/_blog/Online_Business_Strategy_And_Digital_Marketing/post/Leveraging_Social_Media_for_Live_Events/

20. How does Social Media affect Asset Management ??

21. 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 FIRST GENERATION SECOND GENERATION FOURTH GENERATION FIFTH GENERATION THIRD GENERATION 2000 2010 2030 1990 2020

22. Traditional Asset Management • Traditional Asset Management was fairly straight forward • A surprising number of buildings are still managed this way. • Arguable some assets only ever need this level of asset management (Guide posts) GIS? Something is not working Something is Broken Something has a value A set of plan draws and a drafting section We fix it! We replace it! That’s accountants business!

23. Second Generation Asset Management It became obvious that we may not be able to afford to fix things as they break • 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! When is the optimum time to replace it? When will it fail? What is it’s current condition? The only systematic asset records we have are our maps What is it’s true current value? If we put them in a GIS we can capture and manage data What will it cost to replace?  Ability to predict cap ex for 25 years + GIS allowed us to manage current condition and value Will we have the money to replace it? Lets not tell the accountants!

24. 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!

25. Third Generation Asset Management – WORKS! • Community Consultation • Priority • (Hierarchy) We are expected to consider the community needs. • Writing Asset plans is fairly easy. • 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?” Customer Requests Work Requests Tasks (Jobs) WORK REQUEST DATABASE CUSTOMER REQUEST DATABASE JOBS DATABASE Request refusals Hierarchy based Proactive Inspections Planned Maintenance Lifecycle Planning INSPECTIONS DATABASE

26. 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!

27. 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

28. We are now all wired together • LIVE ! Local Government Other Government The Public. The private Sector. WEB 2.0

29. What does this mean in practice • Yarra Valley Water Example – A property Search • Addresses are read directly from an external server to the desktop. Yarra Valley Water Victoria State Government The Public. The private Sector. Property Search WEB 2.0 ASSET DATABASE CADASTRE ADDRESS DATABASE

30. A Future Asset Example – Planned Road Works • Different Organisations work on the same road. • 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 Local Government Utility The Public WORKS PLANNING WORKS PLANNING SEE ROAD CLOSURES WEB 2.0 WORKS DATABASE WORKS DATABASE CADASTRE

31. 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.

32. What can go wrong – Did you ask for this? Financial System Customer Requests GIS System Field Tablets i.e. iPad (Live Asset management Functions) Phone i.e. iPhone Android (Live Asset management) DIGITAL MAP (GIS) Financial Asset Register CUSTOMER REQUEST DATABASE WEB 2.0 TENDER Customer Requests Work Requests Physical Financials Tasks (Jobs) VALUATIONS DATABASE WORK REQUEST DATABASE CUSTOMER REQUEST DATABASE JOBS DATABASE PHYSICAL ASSET REGISTER Capital Works Proactive Inspections Planned Maintenance Condition Assessment Asset Design ACAD SPATIAL ?? WORKS MANAGEMENT INSPECTIONS DATABASE

33. 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!

34. What does the Fifth generation look like ? • The Public are now part of our information systems. • Social Media includes BYO software • Your Asset Management iPhone App is NOT Social Media Our organisation Other Government /Utilities The Private Sector. The Public. Core Asset Functions GIS Analysis & Workflow Core Asset Functions GIS Analysis & Workflow SOCIAL MEDIA WEB 2.0 + DATABASE DATABASE DATABASE DATABASE DATABASE X,Y X,Y X,Y X,Y X,Y

35. 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.

36. Fifth Generation Asset Management Collaborating/energising Supporting WEB 2.0 + Customer Requests Work Requests Tasks (Jobs) WORK REQUEST DATABASE CUSTOMER REQUEST DATABASE JOBS DATABASE Listening Talking Request refusals Hierarchy based Proactive Inspections Planned Maintenance Asset Planning INSPECTIONS DATABASE

37. What does this mean in practice There have been several examples of Council using it during floods. • Access TO the public through a whole lot of new channels. • Data stored outside the country ! Council Victoria State Government The Public. PUBLIC WARNING USING FACEBOOK (DURING THE EVENT accessible by phone) Live 1 in 100 year Flood Event WEB 2.0 FACEBOOK DATABASE

38. How will they tell us what to do? • The Public are starting to expect to put information into our corporate systems. • 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 Our organisation Other Government /Utilities The Private Sector. The Public. Core Asset Functions GIS Analysis & Workflow Core Asset Functions GIS Analysis & Workflow SOCIAL MEDIA WEB 2.0 + DATABASE DATABASE DATABASE DATABASE DATABASE X,Y X,Y X,Y X,Y X,Y

39. 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 • A vague understanding of Social media • Poor understanding of what the public think – difficulty engaging them. Brimbank 2011 Official Public Website Mature CRM Functions Mature Asset Functions Mature GIS Functions THE FOREIGN WORLD OF SOCIAL MEDIA Forums ??? ??? Twitter Neat Streets Snap Send Solve Blogs Facebook ASSET DATABASE CUSTOMER DATABASE GIS DATABASE X,Y X,Y

40. The first Step was to make Data Fully Accessible and Useable Official Public Website THE FOREIGN WORLD OF SOCIAL MEDIA Forums ??? ??? Twitter Neat Streets Mature CRM Functions Mature Asset Functions Mature GIS Functions Snap Send Solve Blogs Facebook ASSET DATABASE CUSTOMER DATABASE One source of Truth – no data entered twice. X,Y DATA STORE Single Source of Truth One Data Entry Point Open and Accessible SQL and SQL Spatial Data Environment Asset Data GIS DATABASE No User Impact Property Data X,Y

41. We can now link the corporate data to the world! Other Public & Private sector including Mapping Agencies i.e. EMERGENCY SERVICES Official Public Website Can publish our OGC compliant maps (of faults) back to social media devices Mature CRM Functions Mature Asset Functions Mature GIS Functions ASSET DATABASE CUSTOMER DATABASE X,Y WEB 2.0 + DATA STORE Single Source of Truth - Open Data Standards Public & Private Sector Information Services Asset Data Customer Data GIS DATABASE Property Data Social Media Interactions X,Y

42. 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 • Council information on your phone • A version of your website • BYO software used by the public • You have no control over it • You are expected to catch the data • This is Social media Forums ??? ??? Twitter Neat Streets Snap Send Solve iPhone App Facebook AGGREGATING SOCIAL MEDIA FOR INCLUSION INTO CORPORATE SYSTEMS Understand the issues capturing asset information from the public on an iPhone. Listen to and Catch the Social Media Data – In the Cloud

43. Brimbank then brought the social media data into the building. Official Public Website Unstructured Structured Forums ??? ??? Twitter Neat Streets Mature CRM Functions Mature Asset Functions Mature GIS Functions Snap Send Solve iPhone App Facebook AGGREGATING SOCIAL MEDIA FOR INCLUSION INTO CORPORATE SYSTEMS ASSET DATABASE CUSTOMER DATABASE The two databases are synchronised every 30 seconds. Single Integration Point WEB 2.0 + X,Y DATA STORE Single Source of Truth - Open Data Standards Asset Data Customer Data GIS DATABASE Property Data Social Media Interactions X,Y

44. How Can it Work for Assets ? • Capture • XY, Photo • Description • CRM fault category • Sender details • From • iPhone App • Twitter • Facebook Official Public Website SOCIAL MEDIA Twitter Mature CRM Functions Mature Asset Functions Mature GIS Functions Facebook The asset has the fault details and photo attached in the Corporate Systems. The twitter message is processed as a normal job iPhone App AGGREGATING SOCIAL MEDIA FOR INCLUSION INTO CORPORATE SYSTEMS The data is in the building within 30 seconds. WEB 2.0 + 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

45. 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!

46. 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

47. Web: www.symphony3.com • Strategy: www.symphony3.com/social-media • Training: www.symphony3.com/training Fergal Coleman • Director of Symphony3 • Twitter: @Symphony3Think • Email: fcoleman@symphony3.com • LinkedIn: au.linkedin.com/in/fergalcoleman/ Phillip Dooley • Director of Symphony3 • Email: pdooley@symphony3.com • LinkedIn: au.linkedin.com/in/phillipdooley/