Wi abm 1107 uw work activity queue usage and adoption

CONTROLLED DOCUMENT: WI-ABM-1107

QMS STANDARDS

BUSINESS UNIT:

ABM 551 Fifth Avenue, Suite 300, New York, NY 10176

STANDARD TYPE:

Work Instruction

PROCEDURE TITLE: UW Activity Queue – Usage and Adoption

AREA: Operations TYPE OF PROCEDURE:

Transition and Validation

DOCUMENT NUMBER: WI-ABM-1107 REVISION: 1.2

PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE

Released 03/05/15 03/05/15

UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE A critical component of Unified Workforce (UW) is the ability of users to participate in a pool of labor while vying for work based on merit and social standing or what is referred to as Activity Queue. It is a work activity based component where notifications to participating UW members are prioritized based on qualifications, proximity and community standing. This revolutionary model will modify the dispatch process from a subjective “push” model to a community governed, merit based “pull” model.

The adoption of any solution that is new to its users is critical to realizing the value it provides. With UW and its components, specifically the Activity Queue, it is even more so. A concept that is new not only to ABM, but to the Industry can benefit from a deliberate process of compelling adoption. The advantage to using the Queue (and its corresponding component, Field Work Activity) in UW is that once the momentum starts, the exponential realization of its value can propel and sustain its adoption.

The value of the Queue is in the ability of its users to effectively navigate or manage their work activity on any given work day. The day-to-day use and adoption of the Queue in conjunction with Field Work Activity is what sets UW apart from other systems. This Work Instruction (WI) defines the usage and adoption of the Queue from three perspectives:  Field/Mobile worker  Office worker  Client 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES   

It is the responsibility of all participants of UW and Activity Queue to read, understand and abide by the provisions of this WI. It is the responsibility of managers from locations or divisions that use UW to read and abide by the provisions of this WI. It is the responsibility of the UW Support Team to ensure the validity and effectiveness of the processes defined in this WI.

Procedure Title: Activity Queue Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1107

QMS STANDARDS

2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Learning and Quality is the point of escalation for all matters contested or inquired upon this WI. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 PURPOSE The Activity Queue modifies the dispatch process from a subjective “push” model to a merit based objective “pull” model. Dispatch interacts with the undesirable activities (those not picked by resources) and recycles them back for work activity.

3.2 FEATURES This UW Component has many features that enable its overall functionality. The comprehensive features list below all contribute to enhance the work activity experience while promoting a socially competitive work environment designed to compel and deliver the best value to the customer. For the definition of each feature listed, please go to Section 5.0 to view the UW Quality Manual.

Activity list and calendar views Alert distribution, email Alert distribution, SMS Algorithm based worker selection “Available” priority based ramp Charm based expandable application

Dispatch variant, shuffle Dispatcher-less work activity distribution Dynamic work type actual pay calculations Dynamic work type actual time calculations Event based surge staffing Filtering, business rules enforcement

Procedure Title: Activity Queue Usage and Adoption

Office configurable show pay at “pick-up” Office configurable proximity Peer governed society Performance to opportunity balance (standing) “Pickup” alerts and notifications “Pickup” by others immediate feedback

Shuffle, client priority modification SMS (text) based queue activity interaction System based, objective work distribution “Undesirable” alerts and notifications “Undesirable” queue activity logic UW standing inputs

*

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CONTROLLED DOCUMENT: WI-ABM-1107

QMS STANDARDS

“Committed” alerts and notifications “Committed” time/day conflict resolution Community standing, induction leveling

Filtering, proximity based

Compelled collaboration

Integrated search function

Continuous quality loops

Office configurable effort and pay banding Office configurable NAL (non-ABM labor) handicap

Dispatch variant, pull

Filtering, skill based Queue activity summary view (by office)

“Pickup” selection, effort and pay (optional) Priority based, client manipulation Priority based, auto escalation loop Random rounds management “Recycled” alerts and notifications “Recycled” queue activity logic

Work activity alerts and notifications Work activity summary view (by office) Work activity type matching, personal protective equipment Work activity type matching, proximity Work activity type matching, skill level Work activity type matching, tools

* See all UW standing inputs here: http://www.abmlq.com/uwpoints 3.3 FIELD WORK ACTIVITY AND ACTIVITY QUEUE Typically, the use of UW for work activity management begins with Field Work Activity. Field Workers can use Field Work Activity without the Activity Queue. However, the Activity Queue cannot be used without Field Work Activity. The exception is that Office Workers and Clients can use the Queue without Field Work Activity to adjust work activity priority. In addition, Office Workers can also dispatch delegates and manipulate work activities in the Queue. Therefore, this WI defines the usage of the Queue in conjunction with Field Work Activity and assumes that the users are already on boarded into Field Work Activity.

For more information about Field Work Activity, please go to Section 5.0 to view these Work Instructions:  WI-ABM-1108 UW Field Work Activity Onboarding  WI-ABM-1109 UW Field Work Activity Usage and Adoption  WI-ABM-1111 UW Field Work Activity Configuration 3.4 ONBOARDING AND CONFIGURATION The effective use of the Queue begins with a proper onboarding process. The configuration of information in the UW Admin Portal is a critical step in the onboarding process that is performed by the UW Support Team with information derived from the work order management system and batch user import process. The key areas that need to be validated during the initial UW onboarding process in the Admin Portal are defined in a Work Instruction that can be viewed in Section 5.0 of this WI:  WI-ABM-1105 UW Activity Queue Onboarding  WI-ABM-1110 UW Activity Queue Configuration 3.5 USERS OF ACTIVITY QUEUE This WI defines the usage of the Queue from two worker perspectives:  Field or Mobile Worker – from the perspective of a field or mobile worker as they manage and complete their work activities.  Office Worker – from the perspective of office or administrative personnel specific to an office or site.

Procedure Title: Activity Queue Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1107

QMS STANDARDS

3.6 WORK ORDER MANAGEMENT OR TRANSACTIONAL SYSTEM In order to use the Work Activity components of UW, the users must already have a transactional work order management (WOM) system in place. External WOM systems may be used or the UW native light version known as “Dynamic Work Activity” can be used. Examples of an external WOM system in use today at ABM include Corrigo, FieldCentrix and Maximo. To learn more about UW Dynamic Work Activity, please go to Section 5.0 of this WI. During the configuration process of the implementation of Field Work Activity, the UW Support Team will enable the integration of the existing WOM system with UW. Work orders that are generated from the WOM system will automatically appear in the Field Work Activity component and in the Queue once work orders are picked up and committed to by the workers.

3.7 HOW DOES THE ACTIVITY QUEUE WORK? The Activity Queue is a work activity based UW component where notifications to participating UW members are prioritized based on qualifications, proximity and community standing. All activities are ranked and managed based on filters and points. Those with the best traits are notified first and all others incrementally notified at greater durations from the initial field notification. Thus, the eligible field based UW members will receive the best work activity opportunities and those further down the notification sequence will be motivated to improve their work practices. This revolutionary model will modify the dispatch process from a subjective “push” model to a community governed objective “pull” model. It is common to see most organizations use a combination of push and pull when they deploy UW. The Queue is what ultimately sets UW apart as more than a “dispatch or work order management” system. It changes the “office-field” dynamic and motivates the workforce to do their best. The merit-based method is the result of a complex point system using filters and rules that objectively “rank” each UW member. To learn more about the point system and how it works, please go to Section 5.0 to view WI-ABM-1110 UW Activity Queue Configuration.

3.8 ADOPTION User adoption means the acceptance and use of new systems or solutions that are being implemented in an organization. Although technology plays a big part in the use of UW, adoption is much more than using its bells and whistles. The goal of user adoption with UW is to ensure the solution is effectively and consistently leveraged with its value realized and delivered in the course of its implementation and long-term use.

Procedure Title: Activity Queue Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1107

3.8.1

QMS STANDARDS

How do we achieve our user adoption goal?

Step

Application

Identify a familiar and well-defined support process

A common theme to user adoption at ABM is the use of our Evangelists, Advocates and Supporters Influence (EASI) Community. With UW, the identification of Solution Supporters is paramount to ensuring the users have a familiar colleague to guide them and sustain the momentum. Coupled with a well-defined support and notification process, the users should be able to help themselves with self-service resources as well as have access to live support when necessary. See Section 5.0 to view WI-ABM-1551 UW Support and Notifications for additional information. See Section 6.0 to learn more about the EASI Community/Program.

Adoption starts at the beginning of a “project” or “implementation”, not at its completion. The production and availability of learning content before a single user logs into UW is going to ensure a well-prepared set of users. Our objective is to minimize any user issues during the implementation process and sustain the long-term use of the solution by compelling an outcome that will meet the needs of the users and their customers. This is only attainable with a proper training and onboarding process that is reinforced by the Solution Supporters and the UW Support team. See Section 5.0 to view WI-ABM-1105 UW Activity Queue Onboarding for additional information.

Native to UW’s features is the ability to see how each user or location is performing. By design, the merit-based method that stems from a complex point system gives visibility to each user’s ability to participate in UW. This built-in algorithm defines the user’s community standing and thus, allows us to easily identify where additional reinforcement is needed. See Section 5.0 to view WI-ABM-1110 UW Activity Queue Configuration and WI-ABM-1003 Unified Workforce Quality Review for additional information.

Minimize user issues with proper training and onboarding process

Provide visibility to usage metrics

3.8.2

Practical application: There are a few things that can be put into practice to compel user adoption at different phases of the implementation at the location, divisional and organizational levels when using the Queue:

Phase

Level

Planning

Division

Implementation

Location

Deployment

Location

Post-Deployment

Location

Stabilization

Location, Division and Organization

Procedure Title: Activity Queue Usage and Adoption

Application  Identify executive sponsor/key divisional personnel who can provide leadership at the divisional level  Communicate the value and set of expectations to the division or service line personnel  Identify Solution Supporters for each location  Induct into EASI Program  Deliver training to Solution Supporters  Deliver orientation, training and onboarding to end users  Reinforcement of training and support resources by UW Support Team and Solution Supporters  Monitor usage of Work Activity components by Solution Supporters based on native point system features  Coach those whose community standing may need improvement based on the user’s goals  Consider incorporating the use of the Queue and each field worker’s standings in their performance evaluation  Consider incorporating the use of the Queue in the site’s Key Performance Indicators (KPIs)  Communicate the 90-day performance; highlight the value derived from UW based on activity  Provide visibility to performance metrics  Conduct Quality Review and follow continuous improvement process  If implemented, derive continuous improvement actions from the results of KPI and performance reviews.

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CONTROLLED DOCUMENT: WI-ABM-1107

QMS STANDARDS

3.9 USAGE OF ACTIVITY QUEUE This process is dependent on the use of an integrated transactional WOM system (external or UW Dynamic Activity). It is separated according to the issuance of scheduled and unscheduled work orders.

3.9.1 Scheduled Work Orders – Generated from an integrated transactional WOM system, includes preventive or regularly scheduled maintenance work that are typically included in the contract scope.

STEP 1.

WHAT

WHEN

COMPETENCY (WHO)

1Generate monthly . scheduled work orders from transactional system 1Log into UW: . https://unifiedworkforc e.abm.com

End of the month for the upcoming month

>Office Worker

Start of work day

>Office Worker >Field/Mobile Worker

3.

Go to my role | [hop]per work activity

Before performing work

>Field/Mobile Worker

4.

Click launch tile - three sets of work orders will be listed: >My Available >My Picked Up >My Committed

If there is a need to pick up and commit to a work order

>Field/Mobile Worker

5.

Click “run”

>Field/Mobile Worker

6.

Click on a work order and click “pick up”.

If there is a need to pick up and commit to a work order To pick up a work order

7.

Click the “Picked Up” view, click on the picked up work order, and click on “Commit”.

Repeat the above steps for as many work orders as required.

To commit to a work order

>Field/Mobile Worker

2.

Procedure Title: Activity Queue Usage and Adoption

>Field/Mobile Worker

HOW (TOOLS) >Corrigo >FieldCentrix >Maximo * note these are examples only Logging into UW the First Time: http://www.abmlq.com/firstuwl ogin Using UW in Outline Mode: http://www.abmlq.com/uwoutli nemode Using UW in HTML5: http://www.abmlq.com/uwhtml 5mode Training video: http://www.abmlq.com/wiabm1 107a Training video: http://www.abmlq.com/wiabm1 107a Note: Only those work orders that meet the criteria based on priority, skill level, proximity, equipment and tools in possession, and social standing (and other variables) will appear in the user’s available list.

Training video: http://www.abmlq.com/wiabm1 107a Training video: http://www.abmlq.com/wiabm1 107a Alerts and notifications are sent to the office and client as a work order cycles through each phase from available, picked up to committed.

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CONTROLLED DOCUMENT: WI-ABM-1107

STEP

QMS STANDARDS

WHAT

WHEN

COMPETENCY (WHO)

8.

Recycle “undesirable” work orders

When work orders are not picked up

>System >Field/Mobile Worker >Office Worker

9.

Modify priority level of a work order

If still in available mode

>Client

10.

Log out of the Hopper

Before going to Field Work Activity

>Field/Mobile Worker

11.

Click on my role | [field] work activity

To check in and out of work orders

>Field/Mobile Worker

HOW (TOOLS) Recycling can be done thru: 1. Any work activity which passes through the notification cycle with no “pickup”, the activity will automatically recycle and move up to a higher level priority.

2. May also be forced into a recycle loop (up to 3 times only) by the field user or the office worker.

Client can modify the priority of a work order which modifies the notification ramp, also known as the “shuffle” dispatch variant.

Training video: http://www.abmlq.com/wiabm1 107a WI-ABM-1109 Field Work Activity Usage and Adoption

3.9.2 Unscheduled Work Orders – Generated from an integrated transactional WOM system (external or UW Dynamic Activity), these work orders typically include service or repair work orders that are outside the scope of scheduled or maintenance work orders.

STEP 1.

WHAT 1Generate unscheduled . work order

WHEN Service or repair work is requested

COMPETENCY (WHO) >Office Worker

HOW (TOOLS) >Corrigo >FieldCentrix >Maximo Unscheduled work orders can also be generated within Field Work Activity; this is at the discretion of the location’s manager. See WI-ABM-1109 UW Usage and Adoption Field Work Activity for more information on this feature.

2.

Repeat steps 2 through 9 in Section 3.7.1.

To pick up, commit to and complete work order

Procedure Title: Activity Queue Usage and Adoption

>Field/Mobile Worker

Training video: http://www.abmlq.com/wiabm1 107a

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CONTROLLED DOCUMENT: WI-ABM-1107

QMS STANDARDS

4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE LEXICON LIBRARY LINK: LEXICON LIBRARY TERM Activity Queue Corrigo Dispatch Delegate EASI, Evangelists, Advocates and Supporters Influence Field Work Activity FieldCentrix Maximo Onboarding UW, Dynamic Activity UW, Unified Workforce WOM, Work Order Management

5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME WI-ABM-1108 UW WI-ABM-1109 UW Adoption WI-ABM-1111 UW WI-ABM-1105 UW WI-ABM-1110 UW WI-ABM-1551 UW

Field Work Activity Onboarding Field Work Activity Usage and

LOCATION http://www.abmlq.com/wiabm1108 http://www.abmlq.com/wiabm1109

Field Work Activity Configuration Activity Queue Onboarding Activity Queue Configuration Support and Notifications

http://www.abmlq.com/wiabm1111 http://www.abmlq.com/wiabm1105 http://www.abmlq.com/wiabm1110 http://www.abmlq.com/wiabm1551

6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Video: Overview of Activity Queue QuickTip – How to log into UW for the First Time

LOCATION

R-WI-ABM-1105-8 QuickTip – How to log into UW in Outline Mode R-WI-ABM-1105-9 Video: Activity Queue Overview EASI Program Brief

http://www.abmlq.com/uwoutlinemode

Procedure Title: Activity Queue Usage and Adoption

http://www.abmlq.com/wiabm1107a

http://www.abmlq.com/firstuwlogin

http://www.abmlq.com/wiabm1105e http://www.abmlq.com/EASIProgramBrief Page 8 of 10

CONTROLLED DOCUMENT: WI-ABM-1107

QMS STANDARDS

7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS Unified Workforce

LOCATION https://unifiedworkforce.abm.com

8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)

1.2 03/05/15 02/16/15

DOCUMENT AUTHORS: Melissa Cipriani

DOCUMENT MANAGER: Melissa Cipriani

REASON FOR CHANGE:

Revision 1.0 1.1 1.2

SECTION / PARAGRAPH CHANGED All All All

CHANGE MADE

Initial Entry Modified all references of “Hopper” to “Queue”; prepare for final review Prepare for release

DATE OF REVISION MM/DD/YY 09/29/14 01/15/15 03/05/15

9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PERSONNEL IN THESE ROLES MUST BE NOTIFIED WHEN THIS WI IS UPDATED OR RE-RELEASED: ABMLQ, Senior Vice President ABMLQ Team ABMLQ UW Support Team UW Solution or Location Supporters

Procedure Title: Activity Queue Usage and Adoption

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CONTROLLED DOCUMENT: WI-ABM-1107

10.0

QMS STANDARDS

APPROVALS

PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. DOCUMENT REVIEW FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: ABM

SECOND APPROVER NAME: MATT SEXTON BUSINESS UNIT: ABM

TITLE: SENIOR VP, LEARNING AND QUALITY TITLE: UW DEPLOYMENT SIGNATURE: ELECTRONIC APPROVAL SIGNATURE: ELECTRONIC APPROVAL

THIRD APPROVER NAME: BUSINESS UNIT:

TITLE: SIGNATURE: ELECTRONIC APPROVAL

DOCUMENT HISTORY SECTION: Document Created on 09/29/14 by Melissa Cipriani Document Modified on 01/1/15 by Melissa Cipriani Document Modified on 03/05/15 by Melissa Cipriani

Procedure Title: Activity Queue Usage and Adoption

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