Service: Service Delivery Overview

To be able to use and configure the features listed, a valid Service Delivery license and appropriate security access rights are required.

Menu Contents

From the Service Delivery menu, you can access:

• Email Templates

• Tour Failure Reasons

• Service: Audit Skipped Reasons

• Incident Types

• Location Types

• Service Profiles

• Status Groups

• Statuses

• Theme

Overview

Service Delivery provides added functionality within Timegate Web that enables a company to:

• Receive text- or image-based incident alerts from their staff    whilst they undertake their duties. These alerts are sent from within the Duty section of the Employee App

• Send incidents to employees for information purposes and updating whilst on their duties

• Share incidents between employees as they undertake duties

• Devise Tours comprising a series of locations for duties - these can be used for proof of presence and capturing information as employees progress through their shift. An employee undertakes a tour whilst on a duty. Their presence at certain points (locations) on the duty is proven using NFC (RFID) or QR technology. Tours are scheduled at predefined intervals

• Devise Audits - these are routine inspections that take place during a duty, but are not always due at a specific time. They can be ad hoc or scheduled. These are particularly relevant to the Building Service Contractor/Facilities Management/Cleaning industries. Audits take place after an event has been undertaken. They are conducted against standards to evaluate quality. Evidence collected can be used as a proof of the quality of service provided

Set Up

Customising Service Delivery to meet with a company’s needs is a multi-stage process from within the Timegate Web Web Client. At a high-level, setting up the system falls into two categories:

• Setting Up Incident Functionality

• Setting Up Tour Functionality

• Setting Up Audit Functionality

Setting Up Incident Functionality

• Service Delivery statuses are set up from the Statuses tab within the Admin | Service page

• The statuses are then grouped together from the Status Groups tab within the Admin | Service page

• Email Templates are set up from the Email Templates Groups tab within Admin | Service. These will be used to alert members of the escalation group when an incident is raised (and during its ongoing life cycle)

• Incident types are then created from the Incident Types tab within the Admin | Service page. As part of this process, a status group is assigned to an incident type. An escalation group will be selected as appropriate along with an alerting Email template. Incidents will form buttons on the screen

• Service profiles are then created in the Service Profile tab within the Admin | Service page. To successfully do this, you will need to allocate incident types to effective dates within the profile

• Finally, from within the Set Up | Sites | Services page you must allocate a Service profile to the site. Service profiles have their own effective date. When the profiles are set up and are effective, employees can raise incidents

Setting Up Tour Functionality

• Email Templates are set up from the Email Templates Groups tab as appropriate within Admin | Service. These will be used to alert members of the escalation group when a tour fails.

• Failure types are created from the Failure Reasons tab within the Admin | Service page. These are used when the Employee fails a location on the tour and is displayed as a pick list. A default reason for failure can be set up that will be set against any location(s) that the employee didn’t finish before the end of their shift

• Location types are defined within the Admin | Services | Location Types page

• Locations (and sub-Locations) are assigned to a Site and are maintained from the Locations tab within Site Maintenance (Set Up | Sites | Locations)

• A Tour Definition can now be created (and subsequently edited) for the Site from within the Services tab (Set Up | Sites | Services). Locations are allocated to the Tour Definition during this step along with the order of the tour (if specified) and the tour schedule.

• Finally, an escalation group will be selected as appropriate along with an alerting Email template

Setting Up Audit Functionality

• Email Templates are set up from the Email Templates Groups tab as appropriate within Admin | Service. These can be used to alert members of the escalation group when an audit is completed, missed, passed or failed

• Audit Skipped Reasons are created from the Audit Skipped Reasons tab within the Admin | Service page. Employee App users undertaking tours audits select these if they skip their audit

• Next, Location types are defined. This is completed from the Admin | Services | Location Types page

• During the next part of the set up process, Locations (and sub-Locations) are assigned to a Site and are maintained from the Locations tab within Site Maintenance (Set Up | Sites | Locations)

• At this point, an Audit can now be created (and subsequently edited) for the Site from within the Services tab (Set Up | Sites | Services). Locations are allocated to the Audit during this step. Additionally, any scheduling information is set at this point, as are Escalation Groups and Contacts for alerting using Email Templates.