SYSTEM OF INSIGHT

Many organizations set goals but struggle with measuring their progress. Key Performance Indicators (KPIs) provide a quantifiable means to measure progress, though establishing, monitoring, and understanding the results can be considerably resource intensive. And while many things can be measured, it is most important to focus on those that are essential to attaining identified goals. These KPIs should then be measured frequently, and a clear path to resolve performance shortfalls should be in place.

Today, managers at all levels are faced with increasing resource demands and tightly constrained budgets. Doing more with less requires managers to clearly understand the metrics that measure their areas of responsibility, helping them focus staff on the work at hand and determine rewards for the best use of time and resources. In addition, many organizations visibly display scores and measurements, allowing stakeholders and employees to monitor the performance of the various departments, divisions, and crews. When performance is visibly and quantifiably measured, it provides managers with an effective approach to stimulate productivity.

Cityworks users quickly realize the value in the work and asset management data accumulated over time. Working with the data, they can analyze performance, observe trends, explore outliers, and derive averages. Users’ interest in understanding this information helps them adjust metrics to establish realistic service levels and improve activity-specific and overall performance. Further analysis can also help managers establish meaningful performance measures and accountability levels for other, similar activities.

Cityworks Analytics® is designed to streamline this process. With multiple levels of functionality and a powerful in-memory, real-time reporting engine, Cityworks Analytics provides users with the ability to set and monitor KPIs, view results in map or tabular format, and share summarized information throughout their organization.

With real-time reporting available across the entire Cityworks database, users can easily explore ideas without writing time-consuming reports. This form of data mining provides the opportunity for fast and easy ad-hoc scenario analysis. For example, the parks department maintenance supervisor may be interested in how graffiti work orders were handled from 2007-2012. This requires two “slices” through the data—a time range and a class of work activity. From that, he may further examine the frequency of those work orders by month over the calendar year, factored by the specific maintenance shop assigned. These additional slices show a heavy weighting of work performed by the northwest shop during the months of July and August, providing valuable performance-related insight—crews, costs, and time required to complete the work.

In addition to the ad-hoc data mining tools, Cityworks Analytics supports the development and measurement of KPIs. KPIs are statistics that represent performance thresholds. Examples of a typical KPI might include closing all graffiti service requests within 30 days; keeping overtime costs to less than 2% of total labor costs; ensuring the ratio of reactive to planned work is less than 25%, and so forth. Cityworks Analytics provides managers and staff a view of performance metrics at the individual, crew, and organizational levels.

Geographic variability is another interesting and insightful product of data analysis. Though the Cityworks database has always been open and available for client use, Cityworks Analytics provides the tools for data mining and leveraging KPIs that are largely unavailable in other asset management systems.

In the graffiti example used above, a logical follow-up might be to understand where problems are occurring. Using time-based mapping tools, the data slices can be visually analyzed for geographic patterns and anomalies. Both the resulting information and intuitive map view are easily exported to common word processing, presentation, and graphics applications, allowing managers to easily identify, understand, and mitigate performance related issues. Reports and performance metrics can even be incorporated directly into the Cityworks Inbox or other web sites, allowing information to be readily available to decision-makers throughout the organization.

Cityworks Analytics is a component of Cityworks 2012.1 sp1 delivered as a web service with a series of predefined, yet customizable templates, reports, and KPIs. Users can simply configure the data connection and use existing out-of-the-box tools, or attend a comprehensive training program to learn more about modifying and creating new analytical tools.