Project
Create a Building Maintenance System within the Microsoft 365 and Azure eco-system.
Client
Leading National School and Adult Care Provider.
Brief
The customer has 90+ sites and a maintenance team. They currently logged non-urgent issues into a paper maintenance book, for when a maintenance operative did a scheduled visit onsite. Working Hours urgent issues were being logged direct via telephone call, Out of hours urgent issues were dealt with by ringing all members of a maintenance team on thier mobile phones regardless of who was on holiday.
The customer commissioned us to retire thier existing paper based system and change the way the maintaince team work to opimise them to work to internal SLA’s.
Create an complete solution, from logging a ticket, managing the maintenance operatives to Remediation and review by the home manager and build Extensive Dashboard Reporting on Maintenance Team Metrics, we built this entirely on the M365 and Azure Eco-Systems.
Digital Transformation Method / Process
As this was a more extensive system, we started with understanding and building a working scope. These homes existed in four geographic regions, 3 with their maintenance team and 1 with an outsourced provider for specific services and a fallback outsourced provider for all other jobs.
1/ Interviewed Maintenance Operatives and Management to understand their perfect solution and where their current way was working well and not.
2/ We paper prototyped screens, logic workflows and databases design.
3/ We built a concise scope of how the system would work for management signoff.
4/ With the extensive data requirement, we built the database structure on Microsoft Azure SQL Elastic, which connected seamlessly to M365 services and allowed us to run optimised databases and stored procedures; we could have also used Microsoft Dataverse.
5/We used an Android tablet at each site. We designed a Power App with an easy-use walk-through process to log a maintenance issue and the room and the ability to add gallery pictures or take a photograph.
To ascertain a room number when not known, we integrated the PowerApp with a PDF viewer that displayed the appropriate Building Plans within SharePoint.
When you logged a maintenance issue, the default Priority level appeared for the type of job with an override to make Priority 1 and request their mobile number.
To minimise the licence cost and increase the speed of input. We built our login and PIN system to verify and ascertain who the user was using a shared tablet device under one login.
When a user logs a ticket, the site manager receives a notification where it is a priority 1. The user gets an SMS Text.
6/ We built a complete alerting system within Power Automate. When each maintenance job is received, the appropriate maintenance manager for the region gets an email asking them to allocate the job to a maintenance operative.
When a job is Priority 1, the system works on an on-call round-robin basis. By Telephoning the job, SMS Text and Emailing each maintenance operative in order and giving them 15 minutes to log in to the Response Power App to acknowledge they are responding to the job before going onto the next person.
In the case of a regional contractor, it notifies based on the type of issue, sending an email to their response team.
When a Priority job is acknowledged, the user receives an SMS with the details of the dealing maintenance operative.
We integrated Power Automate into a supported 3rd Party connector which offers SMS and Text to Voice service.
7/ We build a complete Maintenance Operative Management System in Power Apps to run on the maintenance operative’s mobile phone.
Jobs can be allocated to individuals with Jobs to do each day within each site, today’s tasks and full logging to Job completion, each stage or action time/date stamped with photos.
8/ When a job is complete, the system sends an email to the site manager requesting job signoff; if their not happy, we notify the Maintainance manager. To minimise Power App licences, we use SharePoint for this task.
9/ Using Power BI, we built fully intelligent dashboards to measure repeat visits, Internal SLAs. Performance of each operative etc.
10/ Full training given to maintenance operatives and site managers.
11/ On-Going Support.
Microsoft 365 / Azure Technology Used
