Modules
Logger
Garner spatial data from end-users
Logger enables citizens to report and locate (on a map) broken street lamps, abandoned cars, fly tipping, graffiti etc. and communicate this at the top level. It also enables iShare data and mapping functionality to be made available to CRM systems or web sites for easier fault reporting.
Logger integrates with e-forms on council websites and uses iShare's mapping and location capabilities to make it easy for citizens to locate a broken street light or any other incident precisely on a map. Using Logger, we have been been able to integrate these capabilities right into the CRM systems used by call centres, enabling the customer care assistants to use iShare's mapping capabilities in exactly the same way.
To find out more about how Logger integrates with Council CRM systems please click here
Logger fault reporting - Cambridgeshire County Council
Cambridgeshire County Council has a complete iShare deployment which is tightly integrated into its website and CRM - OneServe. They have launched a highways fault reporting function which uses iShare’s Logger module with the business case is Channel Shift from the Call Centre to the web.
As with any reporting of this nature it would not be very efficient or effective unless it was joined up and it is this that makes this deployment of Logger and other systems integration so smart. iShare’s Logger module can integrate seamlessly with other systems using Web Services and XML transformations to transform the data between the format required by the iShare Web Service and that required by the target application.
A citizen wishing to report a highways related problem, whatever it may be, a pothole, damaged pavement etc. simply clicks on the relevant Transport link on the Cambridgeshire home page. There’s the option to choose regular form based reporting or via a map. Using the map based option the user simply selects the type of problem from the drop down list and then types in a street name/postcode or alternatively zooms into the adjacent map to select the precise location. Simple text entry records the nature of the problem. Once entered it is possible to track the problem simply by returning to the map and clicking on the drop pin.
A pothole reported via the website using the map updates the underlying web e-form. Once this is verified a case is created enabling the problem to be displayed on the map. This information is communicated via web services to a BizTalk server which automatically posts it to two other systems, the Call Centre’s OneServe CRM and the Highways Department’s Insight Asset Management system.
Staff in the call centre have immediate visibility of any reporting via the web channel and this ensures that they do not log any duplicate reports that come in by phone. In the meantime the problem is logged into Insight where it will be scheduled as a job to be dealt with by highways engineers. Once the problem has been resolved Insight will communicate with BizTalk which in turn updates both OneServe and iShare. Since the problem has been resolved Logger will no longer display it on the map.
This can be seen live in action on the Cambridgeshire website