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Dispatching Techniques for Service Requests. City of Fort Collins, Colorado Streets Department Model Presented by Holli Keyser, Administrative Support Supervisor. FORT COLLINS. Ranked #1 Best City in the Nation in 2006 Ranked #2 Best City in the Nation in 2008 134,000 Population
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Dispatching Techniques for Service Requests City of Fort Collins, Colorado Streets Department Model Presented by Holli Keyser, Administrative Support Supervisor
FORT COLLINS • Ranked #1 Best City in the Nation in 2006 • Ranked #2 Best City in the Nation in 2008 • 134,000 Population • 22,000 Colorado State University
Snow Operations • Battle 16 storms each season • Average Annual Snowfall 57 inches • Plow Operations 24/7 • Two 12-hour shifts • 20 drivers each shift
Snow Equipment & materials • 24 Tandem dumps • 4 with Wing plows • 1 with Under-body plow • Liquid and Granular Materials • APEX Meltdown • Ice Buster (our politically correct way of saying… SALT!)
Snow Route Priorities • Priority 1 – Arterials • Priority 2 – Collectors • Priority 3 – Schools, Hospitals • Priority 4 – Residential • About 560 lane miles covered with Priority 1, 2, 3 streets.
Streets STaff Streets Superintendent Streets Supervisor 4 Crew Chiefs 45+ Drivers (represented from Streets, Utilities, Traffic departments), 4 Loader Operators, Sidewalk/ Parking Lot Crew Admin. Support Supervisor 1 Full-time Assistant 1 Half-time Assistant
Taking Calls Call Comes in to Front Desk Front Desk Enters Information in Cityworks and Dispatches to On-Call Crew Chief Crew Chief radios information to Driver Driver or Crew Chief take care of request
Cityworks • GIS-based Asset Maintenance Management System • Assets • Work Orders • Service Requests • Inventory Management
Dealing with After hours Calls and Blizzards • Call in extra staff as needed. Use plows as taxis in special circumstances. • Work 12-hour shift 6am-6pm • Assist with communicating to the public via radio, web, and television.
Lessons Learned during 2006/2007 Blizzards • Have a phone back-up plan • Utilize support from outside your department/jurisdiction • Ability to add additional lines during an emergency • Whatever system you have in place, be prepared that it will fail you! What is your Plan B?
Tips • Educate, educate, educate! • Frontline people are also your hired Publicity Specialists! • Be nice to your frontline people. Buy them flowers, wine, chocolate, massage gift certificates, lunch, whatever!