New York City DEP adds Hansen's integrated supply chain management solution to call center application

Hansen Information Technologies announced today that New York City's Department of Environmental Protection (DEP) has added Hansen's Integrated Supply Chain Management solution to their existing suite of Hansen products already in use to support the City's Call Center operations.

SACRAMENTO, Calif., March 1, 2001 — Hansen Information Technologies announced today that New York City's Department of Environmental Protection (DEP) has added Hansen's Integrated Supply Chain Management solution to their existing suite of Hansen products already in use to support the City's Call Center operations.

Hansen's Integrated Supply Chain Management solution is being used by DEP's Bureau of Water and Sewer Operations (BWSO) to improve operating efficiency and provide an increased level of service in responding to over 300,000 annual citizen calls processed in the City's eCRM solution.

Hansen's Integrated Supply Chain Management solution replaces what was primarily a manual system at DEP. The solution is being used at 26 repair and maintenance yards and three parts storage facilities covering all five boroughs that make up DEP's service territory. It is now tracking the inventories and usage of hundreds of thousands of individual spare parts spanning over 2,000 different part categories used in the day-to-day operations at BWSO.

Having Hansen's fully integrated Call Center, Service Dispatch, Work Order, and Supply Chain solution (all running on a Compaq supported platform), provides DEP with the unique ability to take the citizens of New York City from the initial report, to resolution of a problem.

Future plans call for integrating the Hansen Call Center solution with the City's geographic information system. "New York City has worked hard to re-engineer their Call Center to become more citizen-centric, expeditiously moving their citizen requests from problem to resolution," stated Chuck Hansen, President and CEO of Hansen.

"Implementing a public sector call center involves a lot more than just taking a call from a citizen and logging it into a system; a complete transaction life cycle, from problem notification to resolution, must be created. Unless the citizen request can be dispatched to the best-suited field crew that can provide industry-specific field inspection, maintenance, or repair activities, public sector call centers run the risk of failing to satisfy their citizens.

"More importantly they are unable to adequately measure response times and overall performance. The City has adopted a single eCRM architecture supporting the complete citizen call center transaction life cycle, integrating call center operations, field dispatch, supply chain, and utility asset management functions. This allows NYC to ensure their service agents, field crews, and warehouse personnel can coordinate and manage their activities efficiently, while providing the highest possible level of service."

Today, Hansen is the only vendor in the marketplace with a fully-integrated suite of public sector applications that allow local governments to seamlessly take their citizen requests from problem to resolution. In contrast, other vendors offering standalone call center and customer service systems, rely heavily on multiple relationships with third-party vendors to integrate standalone asset management, field inspection, geographic information system (GIS), and land management applications.

New York City's DEP Call Center went live with Hansen in July 1998 and is currently being used by over 200 DEP employees. The Integrated Supply Chain Management implementation consisted of three separate phases and was completed in less than four months.

The phases included conducting an independent, third party audit of every part within the department, data conversion, and training for the end users of the system.

About the New York City Department of Environmental Protection
New York City's Department of Environmental Protection (DEP) is responsible for the water and environmental concerns of the City's nearly eight million residents.

In addition to the management of air and noise pollution and hazardous materials, the DEP operates and maintains New York City's extensive water supply and wastewater treatment systems. DEP's 6,000 employees are responsible for maintaining over 6,000 miles of water main, 6,400 miles of sewer main, 100,000 hydrants, 94,000 valves, and 135,000 catch basins within the City. This infrastructure delivers an average of 1.3 billion gallons of drinking water on a daily basis to the citizens, businesses, and visitors to New York City.

About Hansen Information Technologies
Hansen Information Technologies is a leading software development company focused exclusively on Citizen-to-Government (C2G) and Business-to-Government (B2G) transactions. With over 180 employees in offices throughout the United States, Canada, Australia and New Zealand, Hansen's broad range of enterprise eCitizen Relationship Management (eCRM) solutions include Call Center, Building Permit, Business Licensing, Code Enforcement, Public Works, Work Management, Tax Administration, Transportation and Utility Billing applications.

Resulting from its Microsoft Windows DNA development design, state and local government clients can implement one or more object sets utilizing a single integrated data model. The combination of Hansen's public sector business process models, implementation methodologies and technical expertise enables Hansen to deliver tangible economic benefits to state and local governments. For more information, please go to the company's web site at www.hansen.com or call 800-821-9316.

More in Environmental