1. Workflow Modeler:Maintenance Management
Customers
Low Receive
Pressure Notification
Complaint X - Problem
Not District Resolved
Responsibility
Metro Water
Receive
Complaint
Utility Division
Complete Notify Problem
Triage Problem Plan Response
Response is Resolved
Coordinate with
Other Utilities Complete
Documentation
of Work
File cabinet or electronic files
Documentation
of Work
Completed
January 28, 2008 Page 1

2. Response to Customer Complaint Workflow Modeler:Customer Complaint Example
Customers
Receive
Notification -
Problem
Resolved
Low
Pressure
Complaint
Customer Service Representative
Receive
complaint; write Notify Utility
down Division
information
Clerk / Administrative Asst.
Provide Notify work
Receive info re: complete;
response
low pressure. pressure
status info
restored
Field Supervisor
Conduct field
Contact Check
Need investigation to Plan field
Yes customer for availability of Request
more info? identify response
more info. crew to notification of
problem Complete
mobilize customer
Documentation
No
of Work
Review system Check for Research Provide
options for Initiate field
map at problem activities in instructions for
increasing response
location vicinity. response
pressure
Map update No
needed?
Request Blue
Stake for
Yes
locating
underground
utilities
Field Crew
Mobilize field Complete
response; Notify work
crew and
restore complete
equipment
pressure
Mapping / GIS
Provide system Update maps /
map GIS
File cabinet or electronic files
N
Maps / GIS
System map
for location
Documentation
of work
completed
January 28, 2008 Page 1

3. Mapped during Jan. 24, 2008 meeting. Workflow Modeler:Respond to Customer Complaint - Metro Water
Customer
Complaint
Provide add'l Phone Phone
X End of Phone Call/ End of Issue info Call re: Call re:
Status Status
quot;Explanationquot;/Not a Metro Water Customer
Receptionist
Receive Phone
Call; Transfer
call
Customer Service Rep
Provide Status
No
Info to
Customer
Metro Water Yes
Customer?
Look at Does Customer
Get more info
checklist re: want to meet w/ Yes Schedule Site Today or Tommorrow Produce Print Paper
about Service Order (Paper)
Check Acct Info service Cust. Serv. Visit Tommorrow? Service Order Copy of
complaint
problems Superv.? Service Order
Today
No
Check for
non-payment
List of
questions
Record
Check for info to ask
customer.
Customer's
re: service
Notification
issues in
Preference on
vicinity
Service Order
quot;Radio Callquot;
Input Work
Card info
Check for other
Customer's
issues
Acct info
Cust. Serv. Superv.
Receive call for Provide Status
to Customer Check in-box
service today.
for Service
Confirm
Orders
Availability.
Need Add'l Give
Create Work No Travel to Resolve Record Action
Resources? Completed
Card location Problem on Work Card
Work Card to
Customer
Printout
Yes
Service
of
Service
Order
Request Receive
Locating of Notification
Underground Underground
Utilities Utilities are
Identified
Further Plan
Response
Technician
Respond as
Requested
File cabinet or electronic files
Customer
Acct Info Service Order Customer's Acct
Info
January 28, 2008 Page 1