03.11 Mobile Work Order System Upgrade1. SUBJECT
Professional Services Agreement with N. Harris Computer Corporation for upgrade of the
current mobile work order system for the Utility Billing and Water divisions.
2. SUMMARY
Authorize an agreement with N. Harris Computer Corporation to upgrade the current
mobile work order system-mCare. The upgraded software will replace a 14-year-old
system as well as provide cost savings and integration features.
3. RECOMMENDED ACTION
Approve the agreement with N. Harris Computer Corporation in the amount of $30,000
for the upgrade of the mobile work order system-mCare for the Utility Billing and Water
divisions and authorize the Mayor and City Clerk to execute on behalf of the City.
4. FISCAL IMPACT
The total expenditure for this agreement is $30,000 and is funded in UB Software
Upgrade (20242) through:
Solid Waste (220) 15,000
Water (600)15.000
Total:30,000
5. STRATEGIC PLAN GOALS
4b. Provide facilities and services to meet customer expectations.
4c. Enhance technology to improve public accessibility to information and services.
6. DISCUSSION AND BACKGROUND
The mobile work order system (mCare) is an electronic work order program that assists
staff in the office and in the field. The office staff creates work orders in the Utility Billing
System and the field service representatives (FSR) are able to pick up the work orders
electronically. The FSRs can complete the work orders and submit the completed
ITEM 3, i i 03/10/2020
information. This is submitted in real time and office staff are able to view and process
the work orders in a timely fashion. Current processes include: move in and move outs,
leaks, recheck reads, shut-offs and turn-ons, and meter exchanges. The added feature
for meter exchanges will assist the efforts of implementing the AMI, advanced metering
infrastructure system, for smart metering.
These upgrades will allow integration with our GIS program, as well as provide new
features that will enhance workflows including providing faster customer service for
emergencies that require the water to be shut-off. The system can identify which FSR is
closest to the emergency and dispatch them to the location. Other enhancements include
approval queues to allow office staff to approve or send back work orders, thus saving
more time in the field and avoiding repeat visits.
7. ATTACHMENTS
1. Professional Servcies Agreement
2. Statement of Work mCare Implementation
ITEM 2 03/10/2020