Utility Ticket Management System

The Vendor is required to provide utility ticket management system to enhance efficiency, accuracy, and accountability in utility locate operations.
- The current process involves ticket assignment automation, real-time tracking, reporting and seamless integration with GIS, mapping tools, and other relevant systems.
- The system also provides automatic notification by phone for emergency requests. 
- The desired system must streamline the process of receiving, managing, and tracking utility locate requests to ensure timely and accurate responses, regulatory compliance, and operational efficiency. 
- The system must integrate seamlessly into existing workflows and support the specific needs of utility locators, supervisors, and administrative teams.
- System requirements
1. Device compatibility: 
•    The system must be fully compatible with laptops to facilitate field operations and office management.
2. Geospatial mapping:
•    Integrated mapping capabilities that allow tickets to be pinned on a map, providing a visual reference for locate requests. 
•    Live location tracking of field technicians 
•    Address autofill and validation to ensure accurate location entry using geospatial service. 
•    Routing and navigation assistance to optimize field worker routes to job sites
3. Multi-utility support: 
•    The system must handle multiple utilities (e.g., water, gas, electric) for each ticket to streamline operations. 
4. Positive response integration: 
•    Built-in functionality to send a positive response notification upon the completion of each locate request. 
5. Data reporting and analytics
•    Custom report builder: the ability to generate detailed reports on ticket data, including metrics such as ticket volume, resolution times, completion rates, and utility type. 
•    Provide visual analytics on open tickets, SLAs, response times and workload distribution. 
•    Generate audit logs and historical data storage. 
•    Provide compliance tracking and reporting, including the ability to store and retrieve past tickets 
•    Ability to export reports in csv, pdf, or integrate with third party tools.
6. Ticket investigation tools:
•    Features to investigate and review closed tickets for quality assurance and audit purposes. 
•    Status indicators that are color coded for open, in progress, pending and closed tickets. 
•    Action buttons to edit, assign, close, reopen and escalate a ticket.
•    Ability to upload attachments including documents, images, and work orders.
7. Emergency notification system: 
•    Automated phone call alerts for emergency tickets, ensuring immediate action outside regular business hours. 
8. Unified user interface
•    A dashboard that consolidates the ticket list, map, and ticket details onto a single screen for enhanced usability. 
•    Customizable dashboards and analytics. 
•    Filter and search options. 
•    Ability to select multiple tickets for mass updates or assignments or other bulk actions. 
•    Real-time auto update ticket status without manual refresh. 
•    System includes auto-save of drafts to prevent loss of entered date before submission.
9. Communication and collaboration tools
•    Provides real-time alerts and notifications of new tickets, status changes, or assigned tasks via email, SMS and in-app alerts. 
•    Includes a comments and notes section to log internal notes and ticket updates. 
•    Provides automated status updates and response tracking to customers and stakeholders.
•    Internal chat function for quick coordination.
10. User and role management
•    Provide secure user access with role-based permissions. 
•    Provide user profile settings that allow users to manage preferences, notifications, and contact info. 
•    Provide audit logs and activity tracking to monitor changes and user actions.
11. Performance requirements 
•    Reliability: the system must operate without interruption and handle high volumes of tickets efficiently. 
•    Scalability: the system must accommodate future expansion in terms of users and additional utility types. 
•    Security: all ticket data must be protected with robust security measures to prevent unauthorized access.
12. Integration requirements 
•    Compatibility with laptops and existing GIS platforms include ArcGIS by ESRI, asset management systems and workforce management tools. 
•    API availability for third party integrations.
•    Cloud-based and on-premises deployment options.