While the mobile device is clearly the enabling technology for the departments field workforce, the back office
solution is often what stands in the way of a departments company's ability to close the communication gap. Remember,
the goal is to capture actionable information that leads to more informed decision making. What is done,
and how quickly one reacts with the information captured in the f
ield is the ultimate measure of a successful mobile
deployment. The S.T.A.R service management solution includes call taking, scheduling, dispatching, service order processing,
scheduled maintenance, multi-level reporting, inspection capabilities, tracking and auto-scheduling and field inspections
where "repair needed" is indicated S.T.A.R will automatically send a service order to perform the repair. The S.T.A.R back office solution not only has the ability to collect and process large volumes of information, but
also has the tools to communicate this information in a timely and accurate manner to the various stakeholders. One of these tools is configurable web portal, which allow the stakeholders to review summary information or
enter selected information in real time. A service manager could review open service orders by technician or by
customer, a subcontractor could close out their portion of a service order, or a customer could use the portal to
enter a service request or review the status of an open service order. Another valuable feature is S.T.A.R’s business activity monitoring which combines business intelligence with
alerts, work escalations and workflow to ensure the stakeholders are notified when certain conditions are present. These applications are capable of detecting and addressing trends, such as surges in certain types of problems
within a geographical area, with a certain type of equipment or by a certain technician. They can provide notification
when calls have been opened and not responded to within a predetermined time frame. The Municipality essentially
can determine the conditions that require notification and configure the software to alert the appropriate
individuals or begin the necessary workflow process when these conditions are met.
