Vodokanal of St. Petersburg, state unitary enterprise + Oracle E-Business Suite (OEBS)

The FORS group company (file) performed input in commercial operation of an information system Hot line on the basis of a CRM subsystem of the Oracle E-Business Suite complex in SUE Vodokanal of St. Petersburg.

The solution replaced the used earlier "self-written" system and allowed to automate processing of citizens' appeals, control of execution of requests of the population and coordination of works of operational divisions and emergency crews of the enterprise.

Project tasks included full automation of registration and processing of addresses of the population in call center, their distributions by production branches and sections and also receiving up-to-date information about execution of each processing stage of requests.

The project including development, setup and system implementation consisted of 10 stages and was performed within a year. During the project the technical specifications were made, the formalized business process model is constructed, the system prototype is created. From a former system about 70 thousand requests of the population collected for the last 5 years were transferred.

The information system Hot line created as a result consists of 9 subsystems and covers all main business processes, including call acceptance, registration of requests, informing operational services, sending the request for execution, change of the status of request, obtaining analytical on a shift basis, week and monthly reports. In work operators use 18 specially developed unified reference books on different categories (request type, an area of responsibility, the reason and the place of fault). The call center is integrated with a city address database that provides quick search of the address which addressed if it is in an accident zone.

A new system is used in seven territorial subdivisions of Vodokanal for automation more than 200 jobs of operators, managers, engineers of mobile teams. To a stern of that, key modules of a CRM subsystem Oracle E-Business Suite, including the module "Service maintenance" are implemented. When developing also technology products Oracle Application Server and Oracle Workflow were applied.

According to the director of the department of communication and informatization SUE Vodokanal of St. Petersburg of Semyon Ivanov, "system implementation allowed to render to the population of service in the field of housing and communal services at qualitatively other level. That all cycle of passing and processing of requests for repair work became transparent – from receiving a request before its execution total quality control of services is provided. Even in case of an unusual emergency situation when the quantity of calls on a hot line of Vodokanal increases in tens of times, a system allows to operate normally".

Expansion of functionality of a system due to implementation of add-on modules and also ensuring its closer integration with other enterprise information systems and the cities is in the future planned.