Frequently asked questions
1. More about GeoDispatch
What is GeoDispatch?
GeoDispatch is a hosted system that can be used by service-based organizations to manage services requests and resource allocations. New service requests and the current location of service vehicles are plotted on a map allowing for the affective allocation of requests based on current location and resource loading. Representatives in the field can via their mobile phones manage and obtain directions to their next service call. For users with GPS enabled mobile phones, the GPS coordinates for the next call are sent to the phone. The system includes comprehensive reporting capabilities that could be used to effectively manage service requests and resources.
What benefits do the GeoDispatch service offer?
The following are some of the business benefits, services organizations would enjoy when deploying GeoDispatch:
- Better management of service requests and subsequent improvement in overall customer satisfaction;
- Faster turnaround time;
- More effective utilization of service resources;
- Direct operational savings i.e. reduction in travel expenses etc, and
- Availability of accurate management info that could assist in making better operational and strategic decisions.
How much does it cost?
GeoDispatch is offered as a monthly subscription service i.e. no need to spend money upfront to purchase expensive hardware and software. Pricing works as follows:
- Once of activation fee of R1500 (no activation fee payable if customer commits to 24 months contract)
- Three monthly subscription options covering access to the service and including a small, medium or large bundle of SMS messages and Location Update Requests.
- Additional bundles of SMS messages and Location Update Requests to cover usage in excess of the bundles included in the monthly subscription.
How do I sign up and get access to the service?
To sign up for GeoDispatch, send an email to geodispatch@afrigis.co.za or contact your AfriGIS representative.
I received an email from geodispatch@afrigis.co.zawith a username and password. What do I do next?
Following successful signup to the service, a new profile for your organisation was created on the GeoDispatch service. The email received, contains the username and password for the administrator created for the specific organisation. If required the administrator can create additional operators or supervisors that will have access to specific levels of functionality within the GeoDispatch service.
2. Setting up and customising the GeoDispatch service
What do I need to setup or configure before I can start using the GeoDispatch service?
To meet your organization’s specific requirements, the following elements of the solution need to be setup and configured:
- Adding the organisations name and contact details to be used in SMS messages sent to customers;
- Theme and company logo- changing the look and feel to match your organisation’s identity;
- Adding new users to the system to either perform the role of supervisors or operators;
- Setting up the various types of service requests handled by your organisation and optionally configuring secondary service call types under every primary call type. Using the example of a plumber, typical primary categories could be water, sewage, geyser, pool and secondary categories new installation, repair, maintenance etc.
- Setting up resources i.e. the list of service vehicles that are dispatched to specific customer addresses to deliver the required service.
How do I complete the required setup of the elements listed above?
The administrator is the only user that is allowed to configure the elements listed above. The person responsible for running the GeoDispatch solution within your organisation should login to the service using the administrator username and password provided during registration. The required info can then be added and updated by clicking on the various options under the Administration section of the solution.
Can I delete or suspend a resource on my GeoDispatch Service?
Yes, but only the administrator has the rights to delete or suspend a specific resource. To delete or suspend a specific resource, the required changes need to be made to the record of the specific resource by choosing Resource Management under the Administration option.
What is the difference between a primary and a secondary call type?
Primary call types refer to the major categories of service requests a specific organisation attends to while secondary call types refer to the sub categories under every major category. Using the plumber example, typical primary categories could be water, sewage, geyser, pool and secondary categories new installation, repair, maintenance etc.
What is the difference between an administrator, supervisor and an operator?
The GeoDispatch solution consists of the following three major functional categories:
- Administration
- Service Request Management;
- Reporting
The administrator has unlimited access to all functionality. The supervisor can access the Service Request and reporting functionality and the operator can only access service request functionality i.e. capturing, allocating and managing service requests.
3. Using the GeoDispatch System
How do I access the system?
To access the system go to http://www.geodispatch.co.za and login with the username and password received via email.
I forgot my password for the GeoDispatch service. How can I get a new one?
To get a new password click on Forgot Password on the login screen and follow the on-screen instructions. An email will be sent to your email address captured during registration. Use the new username and password to access the service.
Can I change my password for the GeoDispatch Service?
Yes, after logging in with the username and password provided via email, go to the change password option under Administration to change your password.
4. Logging and managing requests
How do I log a new service request?
Click on “New Service Request” under the Service Request menu option to capture a new customer request. Fill in all the required fields including the customer’s address. Click on the Verify address option to check and select the correct address from the list displayed. Click next button to capture further details on specific service request. Choose primary and secondary call type and add further details in Description field. Click the Submit button to complete the capturing of the request. An SMS will now be sent to the customer with the request reference number and contact details.
What does the ‘Update Vehicle Location’ button do?
After successfully capturing a service request, the customer service address is displayed as a green phone on the map. The last known location of the various service vehicles are also indicated as a blue pin. By clicking the “Update Vehicle Location” button, the location of the various service vehicles is updated using the cellular network. Take note that only cell phones on the MTN and Vodacom networks can be located. For every location update, the bundle of location updates included in the monthly subscription is reduced by the number of resources updated.
How can I allocate a resource to a service request?
A resource can be allocated to the active service request by selecting the required resource from the map i.e. clicking on the required resource icon and filling in all the required details. A resource can also be selected and allocated from a list of resources by clicking on the green Service Request icon.
Can I allocate more than one resource to a service request?
No, only one resource can be allocated to a service request at a specific time.
Can I re-allocate a service request to another resource?
Yes, a service request can be removed from on resource and reallocated to another by following a process similar to the original allocation process.
Can I view the history for a service request that has already been completed?
Yes, when selecting a specific service request, click on the history link to see all allocation details for the specific request.
How can I retrieve info on a specific service request or all requests of a specific status?
Under Service request option, choose Search Service Request and fill in the required details to find the required record s matching the entered search criteria. To find all requests with a specific status, select the relevant request status from the list of options i.e. select Pending Service requests to view a list of all pending requests.
5. Generating Reports
How can I report on all logged requests?
Under the reporting menu option accessible by a supervisor, a detailed as well as a summary reports covering all logged service requests can be generated for a specific period. A primary service request summary report presenting info on a per primary request type is also available.
How can I report on the resources attending to requests?
Under the reporting menu option accessible by a supervisor, a summary report covering all resources can be generated. The detailed service request report can also be used to filter out requests linked to specific service requests.
How do I check the number of SMS messages and location requests used?
Included in the monthly GeoDispatch subscription are a specific number of SMS alerts and location updates. To check the current SMS and location bundle balances (number of unused), choose the Check Bundles option under Reporting.
6. Accessing GeoDispatch Service from mobile phone
How does the mobile phone portion of the GeoDispatch solution work?
Mobile phone access to the GeoDispatch solution was developed to give field workers a tool to manage their daily allocation of service requests. The following list of functionality is supported via the mobile phone:
- A specific resource is alerted via SMS that a new service request has been allocated to him or her. In the SMS message, details on the specific customer request are displayed. A link to the field worker’s inbox where all allocated service requests are listed is also included.
- The location of the various fieldworkers is also determined through location of their mobile phones on the Vodacom or MTN networks;
- When clicking on the link in the SMS, the field worker gains access to the list of allocated service requests. The field worker then has the choice to view details on every allocated request and to choose to accept or reject the request.
- For every request, there is also the option to request turn by turn directions or to in the case where the field worker uses a Nokia GPS enabled device, request that the GPS coordinates for the customer’s address are downloaded to the navigation application on the phone.
- On completing a specific service request, the field worker uses the mobile phone to close the call and add details on the specific actions taken.