IT/Facilities Best IT/Facilities Best Practices Practices

Pamela B. Hubley, Pamela B. Hubley, Programmer/AnalystProgrammer/Analyst

Patricia L. Patria, Manager, Patricia L. Patria, Manager, Technology Deployment and Technology Deployment and

Integration Integration

Copyright StatementCopyright Statement

Copyright by Patricia L. Patria, Pamela B. Hubley 2005. This work is the intellectual property of the authors. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the authors. To disseminate otherwise or to republish requires written permission from the authors.

Bentley BackgroundBentley Background Bentley is a business university, blending the Bentley is a business university, blending the

breadth and technological strength of a breadth and technological strength of a university with the values and student university with the values and student experiences of a small college.experiences of a small college.

We educate students to be leaders in business We educate students to be leaders in business and related professions in a global economy, and related professions in a global economy, by combining the communicative, creative and by combining the communicative, creative and reflective strengths of the arts and sciences reflective strengths of the arts and sciences with the analytical, technological and with the analytical, technological and problem-solving strengths of business.problem-solving strengths of business.

The institution enrolls approximately 3,800 The institution enrolls approximately 3,800 full-time undergraduate, 490 adult part-time full-time undergraduate, 490 adult part-time and 1,300 graduate students.and 1,300 graduate students.

Bentley and TechnologyBentley and Technology

Bentley positions itself Bentley positions itself as the Business School as the Business School for the Information Age.for the Information Age.We have state of the We have state of the art technology facilities art technology facilities including a Trading including a Trading Room, Language Lab, Room, Language Lab, Center for Marketing Center for Marketing Practices, and Design & Practices, and Design & Usability Center.Usability Center.Students have a high Students have a high expectations that they expectations that they can use the latest can use the latest technology during their technology during their college experience.college experience.

Highlight of Best Highlight of Best PracticesPractices

Software selection and Software selection and implementation process.implementation process.

Event Management software Event Management software integration.integration.

Dorm Inspection overhaul.Dorm Inspection overhaul.

Technology Deployment Technology Deployment & Integration Approach& Integration Approach

A member from our TDI department works A member from our TDI department works with users to analyze their existing with users to analyze their existing process.process.

We recommend technical solutions and We recommend technical solutions and new workflows to solve business problems.new workflows to solve business problems.

When new software or hardware is needed, When new software or hardware is needed, we form cross-functional teams led by TDI we form cross-functional teams led by TDI to evaluate, purchase, and implement new to evaluate, purchase, and implement new solutions.solutions.

We manage the whole project from start to We manage the whole project from start to finish, allowing IT Developers to focus finish, allowing IT Developers to focus solely on technology development.solely on technology development.

Technology Deployment & Technology Deployment & Integration ApproachIntegration Approach

We are responsible for:We are responsible for: process flow chartsprocess flow charts technical specificationstechnical specifications project and code testing plansproject and code testing plans coordinating technical code reviewscoordinating technical code reviews coordinating user testingcoordinating user testing technical documentationtechnical documentation easy to use training material for end easy to use training material for end

users users

Driving Factors for Driving Factors for Facilities Software Facilities Software

ChangeChange Automation of manual tasks and Automation of manual tasks and

productivity improvements inproductivity improvements in Work order entryWork order entry Dorm damage inspectionsDorm damage inspections Campus event planningCampus event planning

Receive better data for decision Receive better data for decision making purposes pertaining to making purposes pertaining to costs of business and staff labor.costs of business and staff labor.

Improvements in customer Improvements in customer service.service.

Why We Selected Why We Selected DatastreamDatastream

Ease of web based work requests.Ease of web based work requests. Ability for Facilities to customize screens.Ability for Facilities to customize screens. Datastream APIs to insert, update or Datastream APIs to insert, update or

delete large volumes of data quickly.delete large volumes of data quickly. Datastream Flex SQLDatastream Flex SQL

PL/SQL triggers stored in the PL/SQL triggers stored in the Datastream database.Datastream database.

Ability to add custom fields supported by Ability to add custom fields supported by upgrades.upgrades.

Deployment of custom Oracle reports Deployment of custom Oracle reports through the Datastream GUI.through the Datastream GUI.

Results of Our Results of Our ImplementationImplementation

Automated 95% of work orders entered Automated 95% of work orders entered into our system yearly.into our system yearly.

Reduced our Facilities Work Control staff Reduced our Facilities Work Control staff by 75%.by 75%.

Allowed students, staff and faculty to Allowed students, staff and faculty to enter work orders on-line in an easy to enter work orders on-line in an easy to use format.use format.

Reduced the work order data entry Reduced the work order data entry process for Residential Life by 2,200 process for Residential Life by 2,200 hours per year.hours per year.

EventsEvents Management Management Software (Resource25) Software (Resource25)

IntegrationIntegration 12,000 work orders per year are 12,000 work orders per year are generated through our Meeting and generated through our Meeting and Conference Services department using Conference Services department using R25.R25.

Facilities wanted to track these work Facilities wanted to track these work orders in Datastream, but did not want orders in Datastream, but did not want to manually key them in.to manually key them in.

Working with both departments, IT Working with both departments, IT designed a system that would read R25 designed a system that would read R25 and automatically create work orders in and automatically create work orders in Datastream.Datastream.

Old Function Planning Old Function Planning ProcessProcess

Client fills out an MCS Client fills out an MCS Function Planning Form Function Planning Form (FPF) manually.(FPF) manually.

Meeting and Conference Meeting and Conference Services staff books a Services staff books a room in Resource25.room in Resource25.

FPF is emailed to FPF is emailed to Facilities Management Facilities Management where it is printed and where it is printed and filed by date. Multi-date filed by date. Multi-date events are copied and events are copied and filed by day.filed by day.

Manager gives copy of Manager gives copy of Form to custodial staff Form to custodial staff for setup to be for setup to be performed.performed.

Defining a New Defining a New Function Planning Process Function Planning Process

Documented current work flow.Documented current work flow. Defined goals for a new process.Defined goals for a new process.

Streamline process to remove paper Streamline process to remove paper function planning forms.function planning forms.

Use technology to automatically Use technology to automatically generate Datastream WO from R25.generate Datastream WO from R25.

Develop reports that custodial staff may Develop reports that custodial staff may use to perform event setups.use to perform event setups.

New Function Planning New Function Planning ProcessProcess

SQR process runs nightly as a cron SQR process runs nightly as a cron job to update faculty, staff and job to update faculty, staff and student data in Resource25 from student data in Resource25 from SunGard SCT Banner. Used forSunGard SCT Banner. Used for

1.1. Room schedulingRoom scheduling

2.2. New Function Planning Form processNew Function Planning Form process Had to match rooms in Datastream, Had to match rooms in Datastream,

R25 & SunGard SCT Banner.R25 & SunGard SCT Banner.

New Function Planning New Function Planning ProcessProcess

PL/SQL procedure.PL/SQL procedure. Creates a Datastream work order for every Creates a Datastream work order for every

time/date combination in Resource25.time/date combination in Resource25. Data processed when Resource25 event Data processed when Resource25 event

status changed to ‘Confirmed’.status changed to ‘Confirmed’. Runs as a cron job every half hour.Runs as a cron job every half hour. Loads event data into Datastream API Loads event data into Datastream API

holding tables.holding tables. API driver programs run every two hours.API driver programs run every two hours. Errors corrected through Datastream GUI.Errors corrected through Datastream GUI.

New Function Planning New Function Planning ProcessProcess

When a WO is created in Datastream When a WO is created in Datastream from Resource25, flex SQL is used to from Resource25, flex SQL is used to insert the Datastream WO into insert the Datastream WO into Resource25.Resource25.

Custom Oracle Reports.Custom Oracle Reports.1.1. Launched through Datastream.Launched through Datastream.

2.2. Resource25 events without Datastream Resource25 events without Datastream WO.WO.

3.3. Resource25 generated WO per time period.Resource25 generated WO per time period. Web based event creation.Web based event creation.

Results of IntegrationResults of Integration

Web based Function Planning implemented, Web based Function Planning implemented, eliminating data entry by Meeting and eliminating data entry by Meeting and Conference Services.Conference Services.

Eliminated 1,000 custodial staff managers hours Eliminated 1,000 custodial staff managers hours werewere eliminated per year. eliminated per year.

Eliminated paper copying and filing.Eliminated paper copying and filing. Increased accuracy in Function Planning Increased accuracy in Function Planning

Setups.Setups. Able to track real cost of Function Planning Able to track real cost of Function Planning

support.support. Easier to manage functions with Reports.Easier to manage functions with Reports.

Sample Oracle FPF Sample Oracle FPF ReportReport

Dorm Damage Inspection Dorm Damage Inspection OverviewOverview 23 buildings are 23 buildings are

inspected covering inspected covering over 700,000 over 700,000 square feet. square feet.

Buildings are Buildings are identified by type: identified by type: Apartment, Suite (2 Apartment, Suite (2 types), and Dormstypes), and Dorms

1,453 housing units1,453 housing units 2,924 beds2,924 beds 5,341 rooms5,341 rooms

Old Dorm Damage Old Dorm Damage InspectionInspection

MIS updated inspection points and costs.MIS updated inspection points and costs. Facilities ran an SQR program to generate task Facilities ran an SQR program to generate task

sheets.sheets. 2 Facilities staffers spent 4 weeks collating 2 Facilities staffers spent 4 weeks collating

5,000 pages into task inspection books.5,000 pages into task inspection books. Dorm inspection results manually recorded in Dorm inspection results manually recorded in

books.books. Manual entry of inspection findings took 4+ Manual entry of inspection findings took 4+

weeks.weeks. Residential Life reviewed bills for errors.Residential Life reviewed bills for errors. MIS wrote SQL statements to correct errors.MIS wrote SQL statements to correct errors. Students received bills 6-8 weeks later.Students received bills 6-8 weeks later.

Dorm Room Inspection Dorm Room Inspection PreparationPreparation

Configure API to load all dorm Configure API to load all dorm room locations (one time only).room locations (one time only).

Create dorm room inspection Create dorm room inspection routes through Datastream (one routes through Datastream (one time only).time only).

Added two custom fields for Added two custom fields for each inspection point to track each inspection point to track labor and materials associated labor and materials associated with each point (one time only).with each point (one time only).

Dorm Room Inspection Dorm Room Inspection SetupSetup

Configure API to load inspection points for Configure API to load inspection points for each room (suites, dorms, apartments).each room (suites, dorms, apartments).

This includes:This includes: 773 separate inspection points; one for each specific 773 separate inspection points; one for each specific

room type and event.room type and event. Each inspection point has a labor and material field to Each inspection point has a labor and material field to

track costs.track costs.

Dorm Room Inspection Dorm Room Inspection SetupSetup

Created 37 different inspection routes and Created 37 different inspection routes and tied the 773 points with the appropriate tied the 773 points with the appropriate routes (average of 30 points per route).routes (average of 30 points per route).

Created 23 PMs with 5,500+ pieces of Created 23 PMs with 5,500+ pieces of equipment tied to the PMs (Preventative equipment tied to the PMs (Preventative Maintenance WOs). Maintenance WOs).

One week prior to inspections, we One week prior to inspections, we released 5,500+ PM work orders which released 5,500+ PM work orders which generated 140,000 + inspection points.generated 140,000 + inspection points.

Data was extracted from Datastream with Data was extracted from Datastream with SQL, loaded into Excel and download to SQL, loaded into Excel and download to 10 different handheld devices.10 different handheld devices.

Dorm Inspection Data Dorm Inspection Data CaptureCapture

Generate inspections Generate inspections through Datastream through Datastream and download to and download to mobile devices.mobile devices.

Ten inspection teams Ten inspection teams with two people per with two people per team performed team performed inspections.inspections.

One person noted the One person noted the condition of the room; condition of the room; the second recorded the the second recorded the results on the handheld.results on the handheld.

Inspection Data UploadInspection Data Upload After all results were recorded, damage After all results were recorded, damage

records were loaded into one Excel records were loaded into one Excel spreadsheet and then uploaded to spreadsheet and then uploaded to Datastream via a Datastream API.Datastream via a Datastream API.

A Datastream API was configured to A Datastream API was configured to load 6,000 new work orders created load 6,000 new work orders created from Standard Work orders in minutes.from Standard Work orders in minutes.

Data was extracted from Datastream Data was extracted from Datastream and sent to Banner to bill students for and sent to Banner to bill students for the damages incurred using SQR the damages incurred using SQR programs.programs.

Efficiency GainsEfficiency Gains

400 staff hours were saved by not 400 staff hours were saved by not collating paper books for inspections.collating paper books for inspections.

420 staff hours were saved uploading 420 staff hours were saved uploading the data.the data.

6,093 work orders were generated in a 6,093 work orders were generated in a matter of hours resulting in immediate matter of hours resulting in immediate trade assignment.trade assignment.

Work orders were tracked to real costs.Work orders were tracked to real costs. Damage costs were tracked by building.Damage costs were tracked by building.

Datastream APIsDatastream APIs Performs multiple operations in one load Performs multiple operations in one load

including:including: Create building tree structures.Create building tree structures. Create a parent building or floor.Create a parent building or floor. Create children (rooms) and associate them with Create children (rooms) and associate them with

existing parents (buildings and floors).existing parents (buildings and floors). Data is loaded into a holding table.Data is loaded into a holding table. Datastream API programs validate data.Datastream API programs validate data. Good data is processed, bad data sent to Good data is processed, bad data sent to

error tables.error tables. Errors may be corrected through Errors may be corrected through

Datastream GUI.Datastream GUI. Configured by IT for a particular purpose.Configured by IT for a particular purpose.

Datastream API BenefitDatastream API Benefit

Efficient data entryEfficient data entry Example - this allowed Bentley to Example - this allowed Bentley to

automatically load 13,000 rows of automatically load 13,000 rows of data for rooms and equipment with data for rooms and equipment with 30+ data elements in minutes. 30+ data elements in minutes.

Saved hundreds of hours of data Saved hundreds of hours of data entry.entry.

Service Request Module Service Request Module InterfaceInterface

SQR cron job runs nightly to update SQR cron job runs nightly to update student, faculty and staff data from student, faculty and staff data from Banner to Datastream.Banner to Datastream.

1.1. Building and room location.Building and room location.

2.2. Phone, email, etc.Phone, email, etc.

3.3. Billing cost code.Billing cost code.

Service Request Module Service Request Module InterfaceInterface Populates web based Service Request

module of Datastream with default user data.

Datastream flex SQLDatastream flex SQL

Database triggers created through Database triggers created through Datastream GUI and stored in Datastream GUI and stored in database.database.

When SR created on web is approved, When SR created on web is approved, a WO is created in Datastream.a WO is created in Datastream.

Flex SQLFlex SQL1.1. Populates cost code in WOPopulates cost code in WO2.2. Updates status of SR in web applicationUpdates status of SR in web application3.3. Send WO info to holding table to be picked up by Send WO info to holding table to be picked up by

financial feed to SunGard SCT Bannerfinancial feed to SunGard SCT Banner4.4. Set value of WO due date based on prioritySet value of WO due date based on priority

Technology SummaryTechnology Summary

Datastream APIs are used to saved Datastream APIs are used to saved hundreds of hours of manual data entry.hundreds of hours of manual data entry.

Datastream Flex SQL is used to achieve Datastream Flex SQL is used to achieve more robust functionality from the more robust functionality from the existing software.existing software.

Custom Oracle reports provide better Custom Oracle reports provide better information to management.information to management.

SQRs and PL/SQL is used to integrate SQRs and PL/SQL is used to integrate data from other systems to Datastream.data from other systems to Datastream.

Goals for the FutureGoals for the Future Use barcode and handheld technology on Use barcode and handheld technology on

a daily basis to create electronic work a daily basis to create electronic work orders from the field and issue parts in orders from the field and issue parts in our stock room.our stock room.

Revise our current dorm inspection Revise our current dorm inspection process to allow for ad hoc entries of process to allow for ad hoc entries of problems.problems.

Automatically transfer payroll data from Automatically transfer payroll data from Datastream to Banner.Datastream to Banner.

Create a data warehouse for better Create a data warehouse for better analysis and reporting by our end users.analysis and reporting by our end users.