The City of Washington D.C. Solid Waste Management Administration (SWMA) currently uses the ServTrak and FieldTrak modules of Trakster for its day-to-day customer services and field operations work.  There are currently more than 80 users of the Trakster system within SWMA.   The FieldTrak module is used by the 4 divisions of SWMA which include Residential Collections, Street & Alley Cleaning, the Solid Waste Enforcement Program (SWEEP) and Disposal.  The divisions are subdivided into 14 business units in order to track employee time and attendance, work productivity and performance statistics.  Time and attendance is tracked on a daily basis for SWMA’s 850 employees.  The FieldTrak suite tracks work performance for approximately 150 route/crew assignments on a daily basis.  Additionally, equipment utilization and downtime are tracked for the 800+ pieces of equipment.  The Incident/Accident feature is used to document vehicle and personnel incidents and actions taken as a result of these.   Department and police reports are scanned and attached to the I/A record.

“Fieldtrak supports our entire operations - giving us critical employee & route performance data when we need it.  Being web-based, we were able to rollout FieldTrak to our various locations across the City without having to load new software or reconfigure our many PCs.   It has been well worth our investment.” Thomas Henderson, Administrator Solid Waste Management Administration,  Washington D.C.

The ServTrak module is used to track the City’s 120,000 residential customers, their garbage and recycling containers, and service requests from customer calls.   The suite also is used to document bills/payments by customers for new/additional containers.  The key business processes accomplished using the ServTrak module include:

• Track open service requests and uncompleted service actions
• Prioritize and assign service requests to crews by area, type and action
• Indicate service responses, dates and employee
• Track contact with customers
• Save electronic images of damaged containers, equipment and property
• Assess volume of completed work by area and type for resource productivity

"In December 2005, our Container Services operation transitioned to the ServTrak customer management system.  It was a brilliant move.  Within 2 weeks, the previous morning chaos was replaced with a single management report that indicated the number of open service requests by type and geographic area.   We select the areas/ types to work on and then generate organized worksheets for crew assignments.  Managers and staff are able to make intelligent deployment decisions.  The unit’s on-time performance increased, as did resident satisfaction.” 

Hallie Clemm, Assistant Manager, Collection Operations