Pro-active management of incidents and complaints Contents - - PowerPoint PPT Presentation

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Pro-active management of incidents and complaints Contents - - PowerPoint PPT Presentation

Incident Intelligence Technology Pro-active management of incidents and complaints Contents Introduction 3 Investigate complaints efgiciently 4 Avoid incidents 5 Community complaints portal 6 Community complaints analysis 7 Business


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Pro-active management of incidents and complaints

Incident Intelligence Technology

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Introduction 3 Investigate complaints efgiciently 4 Avoid incidents 5 Community complaints portal 6 Community complaints analysis 7 Business portal for advanced analysis and management of complaints 8 Automated reporting of trends and summary statistics 9 Backtracking - identify the source of an issue 10 Complaint risk hotspots 11 Forward tracking - forecast incidents to avoid community impacts 12 Our clients 13 Commonly asked questions 14 Next steps 15

Contents

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Introduction

Simple incident management

EnviroSuite’s incident intelligence platform makes it fast and simple to manage, investigate and even prevent complaints, giving you more time to focus on improving the performance of your business. Organised intelligence With all your intelligence in one place, the progress of an incident or complaint can be easily tracked, assigned and referenced at any time.

  • Community portal for better engagement
  • Business (administrator) portal for superior

workflow management and response

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1. Complaint /

  • bservation is

lodged via app 2. Automatically generated ticket and notification to appropriate stafg 4. Evidence collected and used to reach a prompt and efgicient resolution 3. Automatically generate and store comprehensive analysis of the cause of the complaint

Community Ticket Resolution Backtrack Monitoring Modelling

Investigate complaints efgiciently

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1. Data from one or more monitoring stations shows increasing pollutant concentrations 2. Automatically generated ticket and notification to appropriate stafg 4. Stakeholders are informed before an event

  • ccurs. Community may

take evasive actions. Response teams can mobilise to control or contain a developing incident 3. Modeling shows the pathway that pollution will travel, if current conditions continue, highlighting areas that may be impacted

Monitor Ticket Forward Track Avoid Incident

Avoid incidents

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Community complaints portal

By providing the community with an easy to use complaint submission app, you will enhance relationships and build trust by addressing concerns quickly, efgectively and consistently. EnviroSuite’s ticketing system allows complaints to be prioritised and addressed in record time. Public tickets are automatically generated in your private complaints management portal for instant analysis.

  • Secure portal.
  • Saves significant time for data entry and management.
  • Linked automatically to analysis tools, which only the business

has access to.

  • Ensures consistent recording of data in accordance with

scientific standards.

  • Accessible via tablet, smartphone, PC.

Features include:

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Community complaints analysis

Tickets, entered by the public or your own agents, are automatically linked to a suite of analytical tools based on leading science for complaints management. With a confident diagnosis of the source of an issue, you can now identify legitimate complaints, focus quickly on causes and remedies, reduce community impacts and improve future performance.

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Model Snapshot Reverse and forward trajectories Monitoring Snapshot

ODOUR 2

09 ppb

ODOUR 1

20 ppb

ODOUR 3

08 ppb

Odour Monitor 04 (North) 20.3 ppb H2S 15-minute (ppb) 40 ppb 30 ppb 20 ppb 10 ppb 0 ppb 03 06 09 12 03 06 09

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Portal for advanced analysis and workflow management

All your complaints details in one place

  • All analysis linked to complaint

ticket with audit trail and communications with customer Versatile

  • Can be integrated with other

in-situ ticketing systems Automatically generated intelligence stored with ticket

  • Reverse and forward

trajectories

  • Monitoring snapshot
  • Model snapshot

People

Assignee: Reporter: Votes: Watchers: John Smith

Assign to me

Dave Jones

Assign to me

1

Vote for this issue Start watching this issue

Service Desk Request

Request type: Customer status: Channel: Lodge an offjcial Odour Complaint Generate Model Portal View customer request

Attachments

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Forward Trajectory 18/Aug/16 - 3:04pm

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Automated reporting of trends and summary statistics

Automated reports

  • Reports automatically generated

as tickets are generated The reports you need

  • Custom report builder to

supplement default reports

Created vs Resolved

13

Created

6

Resolved

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Backtracking

Identify the source of the issue with automatically generated reverse trajectory modelling.

Backtrack pathways are automatically generated when a complaint is received, so you can instantly identify the source of an air quality or odour issue. Backtrack pathways are attached to every ticket for easy reference. Avoid unnecessary investigations By identifying the source of the issue you can decide whether or not an investigation is required, avoiding many hours of wasted investigation time.

Most likely path of pollutant Other potential paths of pollutant Complainant location 10 of 15 www.envirosuite.com

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9 6 18 24 26 17 31 37 47

Complaint Risk Hotspots

Visualise key areas of concern with hotspot risk mapping.

Use hotspot information to understand trends and the source of issues that lead to complaints.

Alternative heat map visualisation 11 of 15 www.envirosuite.com

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Forward Tracking

Identify areas at risk before an incident occurs with ‘forward tracking’

Forewarn communities of potential issues. Example work flow

  • 1. An alert is generated from a monitoring location

2. Predicted forward trajectory pathway is automatically modeled 3. Pathway can be used to identify if ofg-site impacts are imminent 4. Issue forewarning and alert decision makers, if required. T-0 minutes T-14 minutes

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World leading sofu ware backed by scientific expertise

EnviroSuite is an integral part of operations for a range of well known businesses across Asia-Pacific, Europe and the Americas.

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Some commonly asked questions

Do you supply monitoring equipment?

Many of EnviroSuite’s features can be accessed without the need for new hardware. Where hardware is required, EnviroSuite can be integrated with your existing monitoring network or something suitable for your situation can be recommended. We are not financially afg iliated with hardware providers so we will recommend a solution that is best to meet your challenges.

Where is the data stored – is it secure?

EnviroSuite runs on Amazon Web Services (AWS). EnviroSuite uses stringent security protocols to protect your data, similar to those used by financial

  • institutions. Our Data Security fact sheet describes

these policies further.

Is there ongoing support?

Yes, as a SaaS product EnviroSuite comes with a support service to ensure that any of the rare issues that might occur are expertly and quickly addressed. The system reliability is excellent, and support is usually directed to help explain some of the many useful features that are available. EnviroSuite can also be delivered as a bundled service, whereby our partners can deliver any monitoring hardware, data comms or associated consulting as part of a vertical solution package.

How do I install EnviroSuite?

EnviroSuite does not require any installation. All you need is an internet connection and your PC, tablet or smartphone.

How is EnviroSuite difg erent from other compliance sofu ware solutions?

EnviroSuite goes beyond compliance sofu

  • ware. The

power of EnviroSuite is in the capture, storage and analysis of real-time data and forecasting abilities, giving it unique application to evolving operational

  • issues. In addition to compliance, the user has

powerful tools to respond quickly to alerts, minimise

  • r avoid ofg
  • site impacts and hence, be a good

neighbour.

Can you really predict environmental impacts?

  • Yes. Many environmental impacts are driven by the

weather and with our site-specific, high resolution weather forecasting tools, we can predict not only the weather but related impacts such as water quality, air quality and odour before they happen so that you can take action before incidents and events occur.

Where does EnviroSuite get its “forecast” data, and what is its accuracy?

Weather forecasts are automatically generated using the internationally-recognised WRF mesoscale meteorological model. Since EnviroSuite uses AWS to run the modeling system, EnviroSuite can achieve higher resolution model outputs than are typically possible otherwise. EnviroSuite meteorologists validate model results regularly to ensure optimum accuracy and performance. Model configurations are set by experienced meteorologists.

What does it cost and what is the potential ROI?

The financial benefits of EnviroSuite vary according to the nature of the risks being managed. The benefits comprise tangible efg ects such as reduced operating costs or improved scheduling, and intangibles such as improved social licence to operate. As an example, for an outlay of $100,000 per year per site (excluding initial monitoring system installation) an EnviroSuite solution across two wastewater treatment plants produced a $700,000 return in

  • ne year through improved odor management,

reduced plant operating costs, efg icient complaints resolution, and avoided degradation to asset health. This did not include any of the intangible benefits of improved community relations, for example.

Can past data be readily accessed?

Yes, archived data is easily accessible via on-screen timeline analysis or automated reports or can be exported to other applications. 14 of 15 www.envirosuite.com

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Next Steps? Get in touch to arrange a demonstration today

enquiries@envirosuite.com partners@envirosuite.com

For sales enquiries Interested in our partner program?

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