How the City of San Jose saved a million and more!

The City of San Jose is an economic, cultural, and political center of Silicon Valley and the largest city in Northern California. With an estimated 2017 population of 1,035,317, it is the third most populous city in California and the tenth most populous in United States.

 

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The City of San Jose joined the One Call ticket management center, USA North in 1989 when the underground service alert law became mandatory. The City needed to replace an antiquated 21 year old computer based One Call ticket Management system for Damage Prevention with a modern solution that could better manage their ever increasing demand of service from underground marker and locate crews while providing customized management information to track time, funding sources and ensure compliance with regulations.  

After comparing several available solutions in the market and doing their due diligence, the City chose BOSS811 for its one call ticket management. BOSS811 helped position the City to be more efficient and in compliance with regulations. The powerful workflow capabilities of BOSS811 and features like auto close resulted in reduced labor costs, increased compliance, a better user experience, and improved morale. The customized reporting reduced staff hours and the implementation of GEO Location mapping instead of printed map books resulted in significant cost savings.

Brent Erkel - Construction Manager with the City of San Jose is extremely pleased with the move to BOSS811. In his words,“BOSS811 it's been an absolute incredible fit and resulted in significant cost and time savings. Everybody that's dealt with BOSS has just been floored with how easy BOSS has been to deal with and what good customer service they have so much so BOSS has raised the bar for our other vendors"

View Brent's webinar on Driving Compliance with One Call Ticket Management to learn how they saved millions by implementing BOSS811.

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The Birth of BOSS811

Forsyth County, with the help of BOSS Solutions, has implemented a cloud based 811 ticketing solution BOSS811 to replace a costly web-based service for managing utility service marking/location requests.

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The state of Georgia has a central service where citizens can call 811 to have utility services lines marked before doing any construction or digging. The state office determines the local agencies responsible for providing those utility services and notifies that local agency about the utility marking request.

Forsyth County used a web-based vendor to track these service requests and to transmit status updates back to the state agency. The county paid the vendor for each service request posted on the vendor’s website, and there are 100-200 service requests each week. This web-based service was very limited, had no reporting functions and had no workflow to monitor/manage service requests.

BOSS Solutions worked closely with Forsyth County to replace the existing service request listing website with web services to receive an XML data feed from the Georgia state agency and turn that into Support Central tickets. Forsyth County water utility service crews use Support Central in the field to manage service requests. They have dashboard reports to list any emergency service requests and to show service requests inestimated completion date order. When service requests are completed, the Support Central web services transmit updates back to the Georgia state agency. We call the new BOSS Solutions application “BOSS811”.

The new BOSS811 service provides all of the functionality of the website listingservice and more. Support Central has workflow to monitor ticket status and escalate unassigned tickets. Timesheets can be used to track the time spent on each service request. Service crew workload can be tracked as tickets are assigned to crew members.

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