Exploratory Data Analysis, Going Mobile & Disrupting Facility Maintenance

About the Program

Category: County Administration and Management (Best in Category)

Year: 2018

The Mobile Maintenance Program initiated by the Department of General Services is an application of data driven program design. It created a new operation and service delivery method for maintenance of Baltimore City buildings aimed at closing performance gaps and making the service more efficient using system data to determine the technician team, what equipment and parts to carry, the type of work orders to address when and where for maximum performance. The program was born out of an analysis project performed by the agency’s Business Process Improvement Office (BPIO) in partnership with the Facility Maintenance Division and resulted in a reorganization of work units, a change in technician work scope and workflow, creation of route-based standard work procedure and, the extension of an existing desktop application to allow real time, dynamic work order management in the field. Outcomes from the Mobile Maintenance Program include: • Establishing a model for sizing work teams and minimizing impact of staffing shortages on performance • Closing a problematic performance gap • Reducing work order durations • Streamlining the maintenance request and completion processes for both customers and technicians • Increasing competitiveness of a critical city service