RFP_2200_GTG3007_ATT_4_v1.pdf

Austin Water | June 2026

CMMS Business Capability Model

General Model A ss e t a n d

M a in te n a n ce

M an ag e m en t • Asset Registry & Hierarchy

• Preventative Maintenance

• Predictive Maintenance

•Work Order Management

• Condition Assessment & Inspection Management

• Asset Lifecycle Planning

• Warranty and Contract Management

In ve n to ry a nd Su p pl y C ha in • Inventory Management

• Min/Max Reorder

• Vendor Pricing & Contracts

• Barcoding/RFID

• Obsolete Inventory Tracking

• Order Management

• Charge Back Maintenance

R es ou rc e M an ag e m en t • Crew Assignment &

Scheduling

• Workload & Capacity

Balancing

• Equipment & Tool Assignment/Tracking

• Routing Optimization

• And Contractor Portal

F ie ld

O p er at io n s • Mobile Work Execution

•Mobile App

• Barcode/NFC Support

•Offline Capability

• OCR & Data Capture

• Custom Widgets &

Extensions

G

IS

a n d V is ua liz at io n • Interactive Mapping

• Spatial Analysis

• Geo Tagging & Routing

• 3D Visualization & BIM Integration

C u st o m e r a n d

Se rv ic e M an ag em en t • Service Request Management

• Customer Classification

• Appointment Scheduling

• Two-Way Messaging

• Facility Request

Management

D at a M an ag e m en t • Data Validation

• Data Governance

• Field Validation

• Audit & Traceability

Pr oj ec t

M an ag em en t an d

C ap it al

P la n ni ng • Funding & Capital Forecasting

• Budgeting

• CIP

• Asset Lifecycle Planning In te gr at io n s an d In te ro p er ab ili ty •System Integration

•Data Exchange •Workflow Sync

U sa b il it y

W o rk fl o w

S u p p o rt •Smart UI/UX

•Workflow Configuration •Notifications and Alerts

•Global Search & Filtering

•Approval Workflows

A n a ly ti cs

R ep or ti ng • KPI Dashboards

• ADHOC Reporting

• Predictive Analytics

• Job Cost Analytics

• Forecasting and Planning

• AI/ML

• GenAI Optimization

Sy st e m

A m in is tr a ti o n •Bulk Upload

•Bulk Import •User Management

•Content Management

Asset & Maintenance Management

Capability Definitions

Asset Registry & Hierarchy Asset classification, parent child relationships, asset tagging

Preventive Maintenance PM schedules, task lists, recurring intervals, SOP alignment

Predictive Maintenance Condition monitoring, failure analysis, sensor integration

Work Order Management WO creation, status tracking, labor/part cost assignment, closure

Condition Assessment & Tracking Risk scoring, inspections, performance tracking, effective capacity modeling

Comment: Record creation also includes integrations with 311, Salesforce, Aclara, and CCB.

Inventory & Supply Chain

Capability Definitions

Inventory Management Stock control, inventory transfer, warehouse visibility

Min/Max Thresholds Automated reordering, replenishment alerts

Barcoding & RFID Barcode/NFC scanning, parts identification, warehouse navigation

Obsolete Inventory Tracking Sunset process, usage trends, archival

Procurement & Vendor Management

Capability Definitions

Purchase Order Management PO creation, approval workflows, receivables

Vendor Pricing & Catalogs Price sheet loading, API sync, vendor comparison

Chargeback Management Internal billing, invoicing for external agencies

Workforce Scheduling

Capability Definitions

Crew Scheduling & Assignment Resource planning, route optimization, drag-and-drop scheduler

Workload & Capacity Balancing Daily snapshot, backlog visualization, team productivity tracking

Routing Optimization Geo-based task clustering, real-time rerouting

Customer Service Management

Capability Definitions

Service Request Management SR intake, record creation from 311, auto assignment

Customer Classification Critical, Prime-Time tags, business rules driven workflows

Appointment Scheduling Customer-specific scheduling windows, reminder notifications

Field Operations & Mobility

Capability Definitions

Mobile Work Execution Offline support, work logs, checklists

Mobile Integration SOP linking, GIS access, form pre-fill

Barcode/NFC Support Mobile scanning, item lookups, usage recording

GIS & Visualization

Capability Definitions

Interactive Mapping Asset layers, shut-off simulation, heat mapping

Spatial Analysis Meter/service visualization, overlap zone alerts

Geo Tagging & Routing Map-based job selection, route from current location

Analytics & Reporting

Capability Definitions

KPI Dashboarding Completion rates, labor hours, compliance flags

Ad-Hoc Reporting Drag-drop report builder, export to Excel/PDF

Predictive Analytics Failure trends, capacity projection, equipment lifecycle forecasting

Integration & Interoperability

Capability Definitions

System Integration CC&B, Salesforce, SCADA, AIMS/Advantage, GIS, Permit Systems

Data Exchange API, EDI, CSV/Excel import/export

Workflow Sync Integration of approval flows across systems

Comment: SCADA and AIMS are not current or likely future integrations. Suggested additions: GraniteNet, AclaraOne, Motorola CSR.

Usability, Workflow & Support

Capability Definitions

Smart UI/UX & Workflow Guidance Conditional fields, guided form flows, role-based UI

Notifications & Alerts Email/SMS triggers, priority tiers, work handoff reminders

SOP/SOG Hosting Knowledge management repository, SOP versioning, task to SOP linking

Austin Water | Oct 2025

CMMS Strategic Vision

Defining the Framework

Pain Points Key Challenges we face today with our current applications.

Differentiators How Austin Water is different from other water utilities.

Metrics How we measure our success.

Strategic Vision: Our long-term goal with a new CMMS Application.

Inventory Operations

Create a warehouse management system that optimizes inventory levels based on real-time metrics and customer usage. This system will engage end users interactively and facilitate seamless transaction processing with the city’s financial system. The goal is to improve accuracy, eliminate redundancy, and enhance overall operational efficiency.

Pa in

P oi nt s •PC-based IPS system limits real-time warehouse transactions

•No integration between inventory and financial systems, causing duplicate work

•Manual data entry leads to pricing and data inconsistencies

•Uneven end-user order requests due to missing min/max stocking levels

•Reliance on Excel for bulk updates and mass data handling

•Lack of automated vendor catalog uploads or EDI synchronization

D iff er en tia to rs

•Operates as a low-volume, pick-and-pull distribution center for water utility parts

•Mix of custom, long-lead items and standard commodity inventory

•Opportunity to align with proven Oracle or SAP inventory management models

M et ric s •Cycle count accuracy

•Physical inventory discrepancy rate

•Order pick accuracy

•Purchase orders fulfilled vs.

open

•Purchase order delivery time per line item

•Out-of-stock rate

•Inventory turnover rate

Pipeline Operations (Distribution and Collection Systems)

Enable field teams to access, update, and manage asset information directly from GIS-integrated applications.

Streamline operations by automating preventive maintenance, Routing, and Scheduling based on asset history and risk scoring to reduce SSOs and emergency calls. Deliver KPI and performance reports in accessible, automated formats such as email snapshots or attachments to improve visibility and data-driven decision-making.

Pa in

P oi nt s •Manual entry of labor, materials, and vehicle data on work orders

•Time consuming input of job safety audits, ROW, and TC information

•Lack of real time field visibility and progress tracking

•No direct access to open or update work orders from GIS maps

•Limited automation for annual SARV inspection scheduling

•On call lists managed manually without system integration

D iff er en tia

•Integration between Operations Web Map and

CMMS

•Ability to attach photos and documentation to work orders

•Close coordination with PEOS for MH inspections, line cleaning, CCTV, and Smoke testing

•Joint responsibility between CSS and PEOS for SSO reporting to TCEQ

•Strong focus on Health, Safety, and Environmental protection

•Emphasis on conservation and minimizing water loss and waste

M et ric s •Response times for P1, P2, and P3 work orders

•SSO response time compliance (95% within one hour)

•PM26A & PM26B wastewater line cleaning and CCTV footage (linear feet)

•Reduction in repeat SSOs and service calls

•Percentage of work completed within assigned timelines

•Safety inspection and audit completion tracking

Treatment Operations (Water and Wastewater)

Enable field teams to access, update, and manage asset information directly from GIS-integrated applications.

Streamline operations by automating preventive maintenance, Routing, and Scheduling based on asset history and risk scoring to reduce SSOs and emergency calls. Deliver KPI and performance reports in accessible, automated formats such as email snapshots or attachments to improve visibility and data-driven decision-making.

Pa in

P oi nt s •Manual entry of labor, materials, and vehicle data on work orders

•Time consuming input of job safety audits, ROW, and TC information

•Lack of real time field visibility and progress tracking

•No direct access to open or update work orders from GIS maps

•Limited automation for annual SARV inspection scheduling

•On call lists managed manually without system integration

D iff er en tia

CMMS

•Ability to attach photos and documentation to work orders

•Close coordination with PEOS for MH inspections, line cleaning, CCTV, and Smoke testing

•Joint responsibility between CSS and PEOS for SSO reporting to TCEQ

•Strong focus on Health, Safety, and Environmental protection

•Emphasis on conservation and minimizing water loss and waste

M et ric s •Response times for P1, P2, and P3 work orders

•SSO response time compliance (95% within one hour)

•PM26A & PM26B wastewater line cleaning and CCTV footage (linear feet)

•Reduction in repeat SSOs and service calls

•Percentage of work completed within assigned timelines

Meter Operations

Utilize improved mobility and GIS-enabled apps to support all field activities, including Service Requests, Work Orders, and Inspections. Incorporate 3D modeling to automate the selection of assets and the creation of work orders.

Enhance routing and data accuracy through clear field requirements and proactive analytics, leveraging AMI data and machine learning to forecast issues and optimize technician workflows.

Pa in

P oi nt s •Manual entry of labor, materials, and vehicle data on work orders

•Time consuming input of job safety audits, ROW, and TC information

•Lack of real time field visibility and progress tracking

•No direct access to open or update work orders from GIS maps

•Limited automation for annual SARV inspection scheduling

•On call lists managed manually without system integration

D iff er en tia

CMMS

•Ability to attach photos and documentation to work orders

•Close coordination with PEOS for MH inspections, line cleaning, CCTV, and Smoke testing

•Joint responsibility between CSS and PEOS for SSO reporting to TCEQ

•Strong focus on Health, Safety, and Environmental protection

•Emphasis on conservation and minimizing water loss and waste

M et ric s •Response times for P1, P2, and P3 work orders

•SSO response time compliance (95% within one hour)

•PM26A & PM26B wastewater line cleaning and CCTV footage (linear feet)

•Reduction in repeat SSOs and service calls

•Percentage of work completed within assigned timelines

Glossary

Computerized Maintenance Management System

About This glossary provides a centralized reference for all terminology used throughout the CMMS business use cases. It ensures consistent understanding across stakeholders by defining key terms, roles, acronyms, and infrastructure-specific language. Whether referencing horizontal or vertical operations, technical system features, or organizational actors, this section supports clarity and alignment during system design, vendor evaluation, and implementation.

Horizontal vs Vertical Terms This section defines terms that may have different meanings or applications depending on whether they are used in horizontal infrastructure (e.g., distribution systems like water mains and sewer lines) or vertical infrastructure (e.g., treatment plants and pump stations).

It helps distinguish how common CMMS concepts like inspections, work requests, and service requests are interpreted and applied in different operational contexts.

Term Horizontal (Distribution) Vertical (Treatment) Inspection A task that does not require materials to be issued. Used to document observations or test functionality. Can occur before or after a work order and may be linked as a parent or child to another work item.

Work Request A formal request initiated by operations staff to report a needed repair or issue with a specific asset or position.

Reviewed by a supervisor, who either approves it for conversion into a work order or rejects it.

Service Request The initial report of an issue or condition that requires investigation. May lead to the creation of one or more work orders based on findings.

A facilities-related maintenance request submitted by an end user through a customer portal, email, or phone call. May result in follow-up work orders.

Work Order A formalized task, either reactive or preventive, created to address an issue identified through an inspection or service request, or to prevent future failures.

Requires labor, parts, and/or materials.

A formalized task, either reactive or preventive, created to address an issue identified through an inspection or service request, or to prevent future failures.

Requires labor, parts, and/or materials.

Checklist A structured list of tasks or conditions that, when specific criteria are met, can automatically trigger the creation of a work order.

Term Horizontal (Distribution) Vertical (Treatment) Maintenance / Preventive Maintenance Schedule (PM)

A predefined schedule that automatically generates templated work orders with specific tasks at set intervals to ensure asset reliability and compliance.

A predefined schedule that automatically generates templated work orders with specific tasks at set intervals to ensure asset reliability and compliance.

Operational & Technical Terms This section provides definitions for key functional concepts and system terminology used throughout the CMMS. It includes terms related to maintenance workflows, asset management, inventory control, and system configuration. These definitions ensure a shared understanding of how specific features and processes are described and executed within the CMMS environment.

Term Definition

Checklist A structured list of tasks or conditions used to guide and document maintenance or inspection activities. May include conditional logic and trigger follow-up work orders.

Condition Score A numeric or categorical rating used to assess the health or performance of an asset, often based on inspections, age, or failure history.

Criticality A measure of how essential an asset is to operations, often used in prioritizing maintenance or renewal planning.

Dashboard A visual interface in the CMMS that displays key metrics, alerts, and task lists tailored to user roles (e.g., technician, supervisor, manager).

Forecasting The process of predicting future inventory needs, work volumes, or asset failures using historical data, trends, or AI/ML models.

GIS Layer A visual map overlay in a Geographic Information System that displays asset locations, work orders, or service areas.

Inventory Kits Pre-packaged sets of parts/tools for specific maintenance tasks, configured in the CMMS to streamline issuance and ensure consistency.

Item Category A classification used to group similar inventory items for reporting, procurement, and planning purposes.

Item Class A more specific classification within an item category, used to further define inventory items by type, usage, or regulatory status.

Lifecycle The full span of an asset’s existence, from creation and installation through maintenance, replacement, and decommissioning.

Lot Number A unique identifier for a batch of items used for tracking, quality control, and compliance documentation.

Obsolescence The process of identifying and removing parts or assets that are no longer in use, supported, or required.

Predictive Maintenance

Maintenance triggered by data trends or thresholds (e.g., vibration, temperature) rather than fixed schedules. Often uses AI/ML or SCADA inputs.

Routing The process of optimizing technician travel paths based on work order locations, traffic, and crew availability.

Skillset Tag A label assigned to technicians in the CMMS to indicate their qualifications or certifications, used for automated work order assignment.

Term Definition

Special Tool A tool required for specific or uncommon maintenance tasks, often tracked separately in the CMMS for availability and usage.

Storeroom A physical or mobile location where inventory is stored, tracked, and issued. May include bins, barcodes, and min/max thresholds.

System A logical grouping of assets (e.g., a pump station, treatment train, or distribution loop) used for planning, reporting, and GIS visualization.

Template A predefined configuration in the CMMS used to standardize work orders, checklists, or asset records.

Validation Rule A system-enforced check that ensures required fields are completed or values fall within acceptable ranges before submission.

Work Type A classification used to group work orders by purpose (e.g., PM, RM, inspection, installation), often used in reporting and routing logic.

Actors This section provides clear, role-based definitions for all individuals, systems, and organizational entities referenced throughout the business use cases. Each actor is described in terms of their responsibilities, interactions with the CMMS, and relevance to operational workflows. This glossary ensures consistent understanding of who performs what actions across departments, supports accurate role mapping during system configuration, and helps vendors and stakeholders align system functionality with real-world user needs.

Actor Definition

AMI Analyst Oversees Advanced Metering Infrastructure (AMI) operations, including meter data validation, event monitoring, and integration with CMMS.

CAD Technician Prepares and formats CAD drawings for asset import, ensuring geometry and metadata are clean and standardized.

CMMS System The Computerized Maintenance Management System that manages work orders, assets, inventory, inspections, and reporting.

Customer An external user or resident who reports issues or receives notifications related to utility services.

Customer Service Representative

(CSR)

Logs service requests, communicates with customers, and ensures accurate intake of reported issues.

Digital Twin Platform

A system that provides 3D visualization and simulation of assets for planning and operational insight.

Dispatcher Reviews service requests and assigns work orders to appropriate field crews based on priority and availability.

Division Manager Oversees departmental performance, SLA compliance, and resource planning using dashboards and reports.

Engineering Planner

Defines asset templates, PM schedules, and ensures engineering standards are applied to asset records.

Facilities Agent / Intake Coordinator

Manages intake and triage of facilities-related service requests and assigns work orders.

Facilities Technician Performs maintenance and inspections on facilities infrastructure such as HVAC, electrical, and plumbing systems.

Field Supervisor Manages field crews, reviews work orders, and ensures compliance with safety and operational standards.

Field Technician Executes work orders in the field, performs inspections, and logs labor, parts, and asset updates.

GIS Analyst Maintains geospatial data, ensures GIS and CMMS alignment, and supports spatial analysis and asset mapping.

GIS System Geographic Information System used to visualize and manage spatial data related to assets and work orders.

Actor Definition

Inventory Analyst Manages inventory levels, part creation, replenishment, and issuance across storerooms and trucks.

Inventory Supervisor

Reviews and approves inventory transactions, part creation, and oversees storeroom operations.

Maintenance Planner

Uses asset performance data to schedule preventive and predictive maintenance activities.

Mobile Application The mobile interface of the CMMS used by field staff for executing tasks, inspections, and data entry.

Planner Schedules and assigns work orders, manages technician workloads, and ensures efficient resource use.

QA/QC Reviewer Reviews completed work for quality assurance and compliance with standards and procedures.

Reliability Engineer Analyzes asset performance and failure trends to improve reliability and inform predictive maintenance.

Requestor (General Employee)

Submits service requests for facilities or maintenance issues via the CMMS portal or app.

Safety Officer Ensures compliance with safety protocols, reviews safety forms, and escalates hazards as needed.

Scheduler Analyst Plans and optimizes technician schedules and routes based on workload, availability, and priorities.

Supervisor Oversees technicians, reviews and approves work orders, and ensures SLA and safety compliance.

Technician General term for field staff executing maintenance, inspections, and repairs. May be specialized (e.g., pipeline, facilities).

Treatment Operator Operates and monitors treatment plant systems, initiates work requests, and performs routine checks.

Vendor External supplier of parts, equipment, or services. May be linked to inventory records and procurement workflows.

Acronyms This section lists and defines abbreviations and acronyms commonly used in the CMMS documentation and utility operations. It includes both technical and organizational terms (e.g., AMI, SCADA, SOP, TCEQ), helping readers quickly interpret shorthand references and maintain consistency in communication.

Acronym Name Definition

811 One Call Notification A system used to notify utility companies before excavation to prevent damage to underground infrastructure.

Required for regulatory compliance and safety.

AM Asset Management A strategic approach to managing physical assets throughout their lifecycle to maximize value, performance, and compliance.

AMI Advanced Metering Infrastructure A system of smart meters, communication networks, and data management tools that enable automated, two-way communication between utilities and customers for meter reading, outage detection, and usage analytics.

AVL Automatic Vehicle Location A GPS-based system that tracks the real-time location of fleet vehicles to support routing, dispatch, and field coordination.

Bin Storage Bin A designated storage location within a storeroom or warehouse used to organize and track inventory items.

BOM Bill of Materials A structured list of all parts, materials, and components required to complete a specific work order, asset installation, or maintenance task. Each BOM entry typically includes part numbers, descriptions, quantities, and associated storerooms. BOMs are linked to asset types, work order templates, or preventive maintenance schedules to ensure accurate material planning and issuance.

CIP Capital Improvement Project A long-term investment project to improve or replace infrastructure assets.

In CMMS, CIP projects often trigger asset creation, PM schedule setup, and GIS integration.

COA Certificate of Analysis A document provided by a supplier that certifies the quality and compliance of a product batch, often required for regulated or critical materials.

CSAT Customer Satisfaction A metric used to measure customer satisfaction with services provided, often collected via surveys after work order completion.

CSV Comma-Separated Values A file format used for importing or exporting structured data, such as bulk asset or inventory records, into the

CMMS.

Facility Facility A physical location used for operations, maintenance, or storage, such as treatment plants, pump stations, or warehouses.

GIS Geographic Information System A system that captures, stores, and analyzes spatial and geographic data.

Integrated with CMMS to visualize asset locations, work orders, and service areas.

GL General Ledger An accounting system component used to track financial transactions. In CMMS, parts or labor may be issued directly to a GL account for cost tracking.

IMD Infrastructure Management Division

A division responsible for overseeing the planning, maintenance, and performance of infrastructure assets.

ITS Information Technology Services The department responsible for managing technology infrastructure, systems, and support services.

KPI Key Performance Indicator A measurable value that indicates how effectively operations are achieving key objectives, such as PM compliance or WO completion rates.

LOTO Lockout/Tagout A safety procedure used to ensure that equipment is properly shut off and not started up again before maintenance is completed.

MOQ Minimum Order Quantity The smallest quantity of an item that can be ordered from a vendor, often defined by contract or pricing tier.

MTU Meter Transmission Unit A device used in AMI systems to transmit meter readings wirelessly to the utility. Tracked in CMMS for installation, replacement, and warranty.

NFC Near Field Communication A short-range wireless technology used for scanning assets or tools in the field via mobile devices.

OCR Optical Character Recognition A technology that converts scanned images or PDFs into machine-readable text, used in invoice processing and document automation.

OPR One-Time Part Request A workflow for requesting a part not currently in the CMMS catalog, often used for urgent or unique needs.

OSHA Occupational Safety and Health Administration

A federal agency that sets and enforces workplace safety and health standards.

PDF Portable Document Format A file format used for storing and sharing documents such as SOPs, invoices, or compliance certificates.

Often uploaded to CMMS records.

PM Preventive Maintenance A predefined schedule that automatically generates templated work orders with specific tasks at set intervals to ensure asset reliability and compliance.

PO Purchase Order A formal document issued to a vendor to procure goods or services. Tracked in CMMS from draft to receipt.

POS Point of Sale A system or interface used for issuing inventory items to work orders, service requests, or general ledger accounts, often using barcode scanning.

PPE Personal Protective Equipment Equipment worn to minimize exposure to hazards that cause serious workplace injuries and illnesses (e.g., gloves, helmets, goggles).

PSR Pump Station and Reservoir Infrastructure used to store and distribute water, typically including pumps, tanks, and control systems.

RA Return Authorization A document or record used to track the return of parts to a vendor, often for warranty or defect reasons.

RM Reactive Maintenance Unplanned maintenance triggered by asset failure or alerts. RM work orders are created to restore functionality and are tracked for downtime, root cause, and follow-up actions.

RMA Return Material Authorization A vendor-issued approval for returning defective or unused parts. CMMS tracks RMA status and links it to inventory and asset records.

SCADA Supervisory Control and Data Acquisition

A system used to monitor and control infrastructure processes. SCADA alerts can trigger work requests in the CMMS.

SLA Service Level Agreement A commitment between service providers and customers that defines expected response or resolution times for work orders or service requests.

SOG Standard Operating Guideline A documented guideline that outlines best practices for performing specific tasks, often less rigid than SOPs.

SOP Standard Operating Procedure A detailed, step-by-step instruction set for performing specific tasks to ensure consistency, safety, and compliance.

SSO Single Sign-On A user authentication process that allows individuals to access multiple applications or systems with one set of login credentials. In CMMS, SSO streamlines access for field and office staff by integrating with enterprise identity providers, improving security and user experience.

TCEQ Texas Commission on Environmental Quality

The environmental agency for the state of Texas, responsible for enforcing regulations related to water quality, air quality, and waste management

UPC Universal Product Code A barcode used to uniquely identify inventory items. CMMS uses UPCs for duplicate detection and part tracking.