Project Management Information Systems (PMIS)

Delegated O&M of rural drinking water networks service

Morocco
Delegated O&M of rural drinking water networks service

Delegated O&M of rural drinking water networks service

Morocco

A Canadian Asset Management Company was awarded three contracts for the operation, maintenance, and urgent repairs of three drinking water networks in rural area of Morocco.

Challenge

Rapidly the project team got overloaded with a high number of customer tickets for repair works of all kind, causing delays and customer complaints. Most of it were due to pre-existing condition of the networks, normally payable if properly substantiated and pre-agreed.&nbsp;</p>
<p class="font_8"><br></p>
<p class="font_8">The project team was faced with the challenge of delivering a high level of service with limited resources, maintaining profitability, and getting the customer to acknowledge the payable tickets issued vs those included in the scope. Thanks to detailed request tracking and efficient queue management, user satisfaction increases and profitability increases.

Project Management Information Systems (PMIS)

A PMIS was created to log, qualify, and organize all customer tickets (in scope, payable, urgent, planned maintenance...):

  • Customer acknowledgment of the ticket and qualification.

  • Approval of variation order for tickets payable.

  • Generation of internal work-order.

  • Documents, pictures, and forms organized per work-order.

  • Automated reports (outstanding requests, payable, completed...).

  • Workflows to generate priority lists, backlog.

  • Structured document and email libraries seamlessly connected to Outlook for dragging and dropping email and attachments into SharePoint and capturing associated metadata along the way.