RFP_2200_GTG3007_ATT_5_v1.pdf

Business Use Cases

Computerized Maintenance Management System

Austin Water – Computerized Maintenance Management System – Business Use Cases

Contents Life Cycle

General Operations

General Reporting

Horizontal Work Order and Asset

Vertical Work Order and Asset

Facilities Management

Routing

Mobile Application

Inventory

Barcoding

Engineering

Capital Improvement Projects

AMI Operations

Customer Service

Document Management

System Administration

About This Document

This document defines the comprehensive set of business use cases that will inform the requirements and evaluation criteria for the City of Austin’s upcoming Computerized Maintenance Management System (CMMS) Request for Proposal (RFP). Developed in collaboration with operational stakeholders across Austin Water, these use cases reflect the full lifecycle of maintenance, asset, inventory, mobile, and customer service workflows across vertical and horizontal infrastructure.

Each use case is structured to support transparency, traceability, and alignment with the City’s strategic goals for operational excellence, regulatory compliance, and customer service. The scenarios outlined herein are grounded in real-world processes and are designed to ensure that the selected CMMS platform can meet the diverse needs of field crews, technical operators, planners, engineers, analysts, and administrative staff.

This document serves as a foundational reference for vendors, evaluators, and project stakeholders. It ensures that the future CMMS solution will support Austin Water’s mission to deliver safe, reliable, and sustainable utility services to the community.

Life Cycle This section outlines high-level lifecycle narratives that summarize the end-to-end processes for key entities within the CMMS, such as parts, assets, work orders, and meters. These use cases provide a holistic view of how each item is created, managed, and retired across multiple departments and workflows, serving as umbrella scenarios that connect more detailed atomic use cases.

Full Lifecycle of a Part Use Case ID: PART-LIFECYCLE-001

Actors

• Inventory Analyst

• Inventory Supervisor

• Vendor

• Technician

• CMMS System

Business Flow

1. Part Creation & Governance

• Inventory Analyst initiates a new part record in the CMMS.

• Required fields include: part number, description, vendor, manufacturer, lead time, MOQ, pricing tiers, classification (e.g., hazardous, regulated).

• System checks for duplicate UPCs and prompts for review if a match is found.

• Supervisor reviews and approves the part for activation.

(See also: INV-PART-001)

2. Vendor Linking & Pricing Logic

• Multiple vendors are linked to the part.

• CMMS stores vendor-specific pricing, lead times, and order rules.

• Best pricing logic is applied during ordering to select the optimal vendor.

(See also: INV-VENDOR-001)

3. Ordering & Replenishment

• Orders are generated manually or automatically based on min/max thresholds, PM forecasts, or seasonal trends.

• CMMS evaluates vendor pricing, MOQ, and lead time before generating a PO.

• PO is routed for approval and submitted to the vendor.

(See also: INV-REPL-001)

4. Receiving & Labeling

• Upon delivery, Inventory Analyst receives the part in CMMS.

• System validates quantity against PO and invoice.

• Barcode labels are printed per unit and affixed.

• If the part is flagged for a pending WO, the system notifies the planner and holds the part.

(See also: INV-RECV-001, INV-OCR-RECV-001)

5. Issuance & Usage

• Parts are issued via POS-style interface using barcode/NFC scanning.

• Issuance is logged against a WO, SR, WR, or GL account with reason code.

• Digital receipt is generated and stored.

(See also: INV-ISSUE-001)

6. Returns & Warranty Handling

• Parts may be returned to the storeroom or vendor due to defect, warranty, or incorrect item.

• CMMS adjusts inventory and financials accordingly.

• Warranty claims are tracked and linked to the part and vendor.

(See also: INV-RETURN-001, INV-WARRANTY-001)

7. Usage Tracking & Compliance

• Part usage is logged by WO, asset, technician, and lot number.

• Expiration dates and lot tracking are enforced.

• Compliance documents (e.g., SDS, COA) are uploaded and linked to the part record.

(See also: INV-LOT-001)

8. Obsolescence & Lifecycle Review

• CMMS flags parts for obsolescence review if:

• No orders in 60+ months

• Linked assets have been out of service for 36+ months

• Part is discontinued and out of stock

• Inventory Analyst reviews and removes obsolete parts from active inventory.

(See also: INV-OBSOLETE-001)

Postconditions

• Part is traceable from creation through ordering, issuance, usage, and retirement.

• Inventory levels and financials are accurate and auditable.

• Compliance and warranty documentation is maintained.

• Obsolete parts are removed from active workflows.

Exceptions

Condition System Behavior

Duplicate UPC detected Prompt user to review and merge or reject

Missing required fields Block part creation; highlight missing data

Barcode printer offline Queue labels for later printing

Part replaces another Prompt to update PMs and BOMs; allow bulk update

Supervisor rejects part Return to draft with comments

Business Rationale This use case ensures:

• Clean, governed part data entry

• Accurate vendor and pricing logic

• Efficient receiving and labeling

• Real-time inventory visibility

• Proactive forecasting and PM alignment

• Full traceability and audit readiness

Horizontal Work Order Lifecycle Use Case ID: WO-LIFECYCLE-001-H

Actors

• Customer

• Customer Service Representative (CSR)

• Dispatcher

• Supervisor

• Technician

• Inventory Analyst

• Notification System

1. Service Request (SR) Initiation

• A customer reports an issue via phone, email, or portal.

• CSR logs the SR in the CMMS, capturing:

• Contact information

• Location

• Description of the issue

• Preferred appointment window (if applicable)

• System assigns a unique SR ID and sends confirmation to the customer.

(See also: FM-SR-001, CUST-NOTIFY-001)

2. Triage & Dispatch

• Dispatcher reviews the SR in the triage dashboard.

• Checks for duplicates and verifies completeness.

• Converts SR into a Work Order (WO) and assigns priority.

• Links SOPs, safety prompts, and GIS data.

• Assigns to a technician or crew based on skillset, availability, and location.

(See also: FM-TRIAGE-001, WO-HANDOFF-001)

3. Customer Communication & Appointment Scheduling

• If customer availability is required, system sends appointment options via SMS/email.

• Customer selects a time window.

• CMMS confirms appointment and updates technician schedule.

• Notification is logged and visible to CSR and supervisor.

(See also: CUST-NOTIFY-001)

4. Material Planning

• Inventory Analyst is notified of required parts/tools.

• System checks availability and stages materials.

• If unavailable, triggers reorder or suggests substitutions.

(See also: INV-REPL-001, INV-ISSUE-001)

5. Scheduling & Routing

• WO is added to technician’s mobile dashboard.

• System provides optimized route based on traffic and proximity.

• Push notification sent to technician with estimated arrival time.

(See also: WO-ROUTE-001, MOBILE-FIELD-001)

6. Execution

• Technician arrives on site and scans asset barcode/NFC.

• Completes checklist and logs:

• Labor time

• Parts/tools used

• Notes (voice-to-text optional)

• Annotated photos/videos

• Flags follow-up work if needed.

(See also: MOBILE-FIELD-001, SAFETY-FORM-001)

7. Completion & Review

• Technician marks WO as complete.

• System verifies required fields and checklist completion.

• Supervisor reviews and finalizes the WO.

• If customer was impacted, system sends CSAT survey.

(See also: FM-WO-EXEC-001, FM-CSAT-001)

8. Post-Processing & Follow-Up

• Asset history is updated.

• Inventory is adjusted.

• Any follow-up WOs are created and linked.

• GIS is updated if asset status changed.

(See also: GIS-WO-001, INV-RETURN-001)

• WO is closed with full audit trail.

• Customer is notified of completion.

• CSAT feedback is logged.

• Asset and inventory records are updated.

• SLA compliance is tracked.

Parts unavailable Update WO to “Pending Parts”; notify planner and customer

Checklist incomplete Block WO closure; prompt technician

Duplicate SR detected Prompt dispatcher to merge or close duplicate

Appointment missed Notify customer and reschedule

Safety prompt not acknowledged

Block WO start; require confirmation

• End-to-end visibility from customer request to work completion

• Efficient scheduling and routing of field crews

• Real-time communication with customers

• Accurate tracking of labor, materials, and asset updates

• SLA and CSAT compliance for horizontal infrastructure work

Vertical Reactive Work Order Lifecycle Use Case ID: WO-LIFECYCLE-001-VR

Actors

• Treatment Operator

• Field Supervisor

• Maintenance Technician

• Inventory Analyst

• CMMS System

• Mobile Application

• GIS System

1. Work Request (WR) Creation

• A Treatment Operator identifies an issue or receives a SCADA alert.

• Operator initiates a WR via mobile app or desktop:

• Selects asset or scans barcode/NFC

• Enters failure description (voice-to-text optional)

• Attaches photos/videos

• Flags priority (e.g., Emergency)

• If SCADA-triggered, CMMS auto-generates WR with pre-filled data.

(See also: RM-WO-001, OP-CHK-001)

2. Supervisor Review & WO Creation

• Supervisor receives notification of new WR.

• Reviews and converts WR to a Reactive Work Order (WO).

• Assigns priority, crew, and estimated labor.

• Links SOPs/SOGs, safety prompts, and GIS data.

• Flags asset as “Out of Service” in CMMS and GIS.

(See also: SAFETY-FORM-001, GIS-WO-001)

3. Material & Tool Planning

• Inventory Analyst is notified of WO.

• System checks for required parts/tools:

• If available: reserves and stages them

• If not: triggers reorder or suggests alternatives

• Inventory Analyst preps tools and parts for pickup.

(See also: INV-REPL-001, INV-ISSUE-001)

4. Scheduling & Routing

• Supervisor schedules technician based on:

• Skillset

• Proximity

• Availability

• Mobile app provides:

• Turn-by-turn navigation with real-time traffic

• Estimated arrival time

• Route optimization

5. Execution

• Technician retrieves tools and parts.

• Arrives on site and scans asset to confirm location.

• Completes checklist and logs:

• Labor time

• Parts/tools used

• Downtime duration

• Root cause analysis

• Uploads annotated photos or videos.

• Flags follow-up PM or corrective actions if needed.

(See also: MOBILE-FIELD-001, SAFETY-FORM-001)

6. GIS & System Updates

• If asset status changes (e.g., restored to service), GIS map is updated.

• CMMS logs downtime duration and resolution details.

• Notifications sent to stakeholders (e.g., operations, engineering).

(See also: GIS-WO-001)

7. Completion & Review

• Technician marks WO as complete.

• System verifies:

• All required fields completed

• Safety prompts acknowledged

• Parts/labor logged

• Supervisor reviews and finalizes WO:

• Adds closing notes

• Confirms resolution

• Closes WO or routes for rework

(See also: FM-WO-EXEC-001)

Postconditions

• WO is closed with full audit trail.

• Asset history and downtime metrics are updated.

• Inventory is adjusted.

• GIS reflects current asset status.

• Follow-up actions (if any) are scheduled.

Parts/tools unavailable Alert planner; allow partial issue or defer WO

Asset not found Allow general location WO; flag for supervisor

Duplicate WR Alert and allow merge or void

Safety prompt not acknowledged

Traffic delay Notify supervisor and adjust ETA dynamically

• Rapid and structured response to asset failures

• Reduced downtime through pre-staging of materials

• Efficient technician routing and workload management

• Accurate tracking of labor, parts, and asset performance

• Real-time visibility via GIS and mobile tools

Vertical Preventive Maintenance Work Order Lifecycle Use Case ID: WO-LIFECYCLE-001-VPM

Actors

• Engineering Planner

• Field Supervisor

• Inventory Analyst

• Maintenance Technician

1. PM Schedule Creation

• Engineering Planner or Field Supervisor defines a PM schedule in CMMS:

• Frequency (e.g., weekly, monthly, usage-based)

• Required tools, parts, SOPs/SOGs, safety prompts

• Associated assets, systems, routes, or asset classes

• Approval workflow is triggered for schedule activation.

(See also: PM-WO-001, ASSET-LIFECYCLE-001)

2. PM Work Order Generation

• CMMS auto-generates PM WOs based on schedule horizon (e.g., 14 days ahead).

• Each WO includes:

• Estimated labor hours

• Required parts/tools

• Safety checklists

• GIS location

• Linked SOPs/SOGs

(See also: PM-WO-001)

3. Material Planning

• Inventory Analyst is notified of upcoming PMs.

• System checks part/tool availability across storerooms.

• If unavailable: triggers requisitions or reorder alerts

• Suggests substitutions or alternate storerooms

• Parts and tools are staged for pickup.

(See also: INV-REPL-001, INV-KIT-001)

4. Scheduling & Assignment

• Supervisor assigns WO to technician or crew based on:

• Skillset

• Availability

• Location

• WO is added to technician’s mobile dashboard with route optimization.

• Inventory team receives notification to prepare materials.

5. Execution

• Technician retrieves parts/tools from inventory.

• Scans asset barcode/NFC to confirm location.

• Completes checklist with geotag and timestamp.

• Logs:

• Labor time

• Parts used

• Notes (voice-to-text optional)

• Uploads annotated photos or videos.

• Flags follow-up corrective work if needed.

• Returns unused parts/tools to inventory.

(See also: MOBILE-FIELD-001, SAFETY-FORM-001, INV-RETURN-001)

6. Completion & Review

• Technician marks WO as complete.

• System verifies:

• Labor hours booked

• Parts/tools recorded

• Checklist completed

• Comments entered

• Supervisor reviews WO:

• Adds final notes

• Confirms compliance

• Closes WO or routes for rework

(See also: FM-WO-EXEC-001)

Postconditions

• WO is closed with full audit trail.

• Asset history is updated.

• PM compliance metrics are logged.

• Inventory is adjusted.

• Follow-up WOs (if any) are created and linked.

Parts unavailable Alert planner; allow partial issue or defer WO

Checklist incomplete Block WO closure; prompt technician

Asset not found Allow general location WO; flag for supervisor

Duplicate WO Alert and allow merge or void

Safety prompt not

• Timely and consistent PM execution

• Accurate labor and material tracking

• Improved asset reliability and lifecycle visibility

• Compliance with safety and regulatory standards

• Efficient coordination between planning, inventory, and field teams

Full Lifecycle of an Asset Use Case ID: ASSET-LIFECYCLE-001

Actors

• Engineering Planner

• GIS Analyst

• Inventory Analyst

• Field Supervisor

1. Asset Creation

• Asset is created in the CMMS via one of the following methods:

• Capital Improvement Project (CIP) upload

• GIS sync

• CSV import

• Required metadata includes:

• Asset type, location, classification

• Vendor, install date, warranty info

• System and route hierarchy

(See also: CIP-ASSET-001, ASSET-GIS-001)

2. Checklist & Activation

• CMMS enforces a pre-activation checklist:

• Warranty entry (start date, duration, vendor)

• SOP/SOG upload or linkage

• PM schedule creation or smart copy from similar asset

• Barcode/NFC tag generation and attachment

• GIS sync and location verification

• Engineering review and sign-off

(See also: ASSET-REPL-001, INV-BARCODE-001)

3. Preventive Maintenance Setup

• PM schedules are configured based on asset type, usage, and criticality.

• PMs include:

• Linked SOPs/SOGs

• Required tools and parts

• Safety prompts and checklists

• PMs are auto-generated and tracked for compliance.

(See also: PM-WO-001, FM-PM-001)

4. Predictive Maintenance Enablement

• CMMS monitors asset performance using:

• Meter readings

• WO history

• Checklist trends

• Predictive logic triggers WOs when thresholds are breached.

• Predictive WOs include justification and are linked to asset history.

(See also: MAINT-PREDICT-001, MOBILE-UX-001)

5. Warranty Tracking

• CMMS tracks warranty expiration and alerts stakeholders.

• Warranty claims are logged and linked to the asset and vendor.

• Follow-up WOs are created for approved claims.

(See also: INV-WARRANTY-001, AMI-RMA-002)

6. Tool & Part Association

• Special tools and parts are linked to the asset.

• Tool availability is checked during WO scheduling.

• Part usage is tracked for forecasting and replenishment.

(See also: INV-KIT-001, INV-TOOLS-001)

7. Asset Modification or Replacement

• If asset is replaced or upgraded:

• New asset record is created

• CMMS suggests smart data copying from similar asset

• Checklist is enforced before activation

• Historical linkage is maintained

• GIS is updated to reflect new asset ID and status.

(See also: ASSET-REPL-001, CIP-ASSET-001)

8. Decommissioning

• Asset is flagged for retirement if:

• Replaced

• Out of service for extended period

• Obsolete or no longer supported

• CMMS archives the asset and updates GIS.

• PM schedules are terminated.

(See also: INV-OBSOLETE-001, GIS-WO-001)

Postconditions

• Asset is fully traceable from creation to decommissioning.

• PM and predictive maintenance are aligned with asset lifecycle.

• Warranty, tool, and part associations are maintained.

• GIS and CMMS remain synchronized.

• Historical data is preserved for audit and planning.

Checklist incomplete Block asset activation; show missing items

GIS sync fails Alert GIS Analyst; hold activation

Duplicate asset ID Prompt user to verify or merge

Missing SOP/SOG Require upload or justification

PM schedule not reviewed Block activation until engineering sign-off

• Accurate and complete onboarding of new and replacement assets

• Continuity of preventive and predictive maintenance

• Full traceability of asset history, usage, and performance

• GIS and CMMS alignment for operational visibility

• Compliance with warranty, safety, and regulatory standards

Facilities Work Order Lifecycle Use Case ID: FM-WO-LIFECYCLE-002

Actors

• Requestor (General Employee)

• Facilities Agent / Intake Coordinator

• Facilities Technician

• Supervisor

• Inventory Analyst

• CMMS System

• Notification System

1. Service Request (SR) Submission

• A general employee submits a facilities-related issue via the CMMS portal or mobile app.

• Requestor selects facility, floor/room, and category/subcategory.

• Enters issue details and optionally uploads photos.

• System logs requestor identity, timestamp, and location.

• Confirmation is sent to the requestor.

(See also: FM-SR-001)

2. Triage & Work Order Creation

• Facilities Agent reviews the SR in the triage dashboard.

• Validates completeness and checks for duplicates.

• Converts SR into a Work Order (WO) and assigns priority.

• Assigns technician or crew based on skillset and availability.

• Sets estimated completion date and notifies requestor.

(See also: FM-TRIAGE-001)

3. Material Planning

• If parts or tools are required, Inventory Analyst is notified.

• System checks availability and stages materials.

• If unavailable, triggers reorder or suggests substitutions.

(See also: INV-REPL-001, INV-ISSUE-001)

4. Scheduling & Assignment

• Supervisor or Agent schedules WO based on technician availability and priority.

• WO is added to technician’s mobile dashboard.

• Push notification sent with route and task details.

(See also: MOBILE-FIELD-001, WO-ROUTE-001)

5. Execution

• Technician retrieves parts/tools and arrives on site.

• Scans asset/location barcode/NFC to confirm.

• Completes checklist and logs:

• Labor time

• Parts used

• Notes (voice-to-text optional)

• Annotated photos/videos

• Flags follow-up work if needed.

(See also: FM-WO-EXEC-001, SAFETY-FORM-001)

6. Completion & Supervisor Review

• Technician marks WO as complete.

• System verifies checklist, labor, and parts entries.

• Supervisor reviews and finalizes WO.

• CMMS updates request status to “Completed” and notifies requestor.

(See also: FM-WO-EXEC-001)

7. Customer Feedback & Follow-Up

• CMMS sends CSAT survey to requestor.

• If feedback indicates incomplete work, WO is reopened or follow-up WO is created.

(See also: FM-CSAT-001)

Postconditions

• Request is resolved and closed with full audit trail.

• Requestor is notified and feedback is captured.

• SLA and CSAT metrics are updated.

• Asset and inventory records are updated.

Parts unavailable Update WO status to “Pending Parts”; notify requestor

Checklist incomplete Block WO closure; prompt technician

Duplicate request detected Prompt agent to merge or close duplicate

SLA conflict or overload Notify supervisor; suggest rescheduling or escalation

Safety prompt not

• End-to-end visibility into facilities request lifecycle

• Timely triage, execution, and closure

• SLA compliance and customer satisfaction tracking

• Efficient coordination between intake, inventory, and field teams

• Data-driven decision-making through analytics and reporting

Full Lifecycle of a Meter (AMI Asset) Use Case ID: AMI-LIFECYCLE-001

Actors

• AMI Analyst

• Inventory Analyst

• Field Technician

• Vendor

• Customer Service Representative

• CMMS System

• AMI Head-End System (e.g., Aclara)

1. Meter Asset Creation & Onboarding

• AMI Analyst or Inventory Analyst initiates bulk creation of meter assets (e.g., MTUs, registers) via:

• CSV upload

• Vendor shipment intake

• CIP project onboarding

• CMMS validates required fields: serial number, asset type, vendor, model, install status.

• Duplicate detection is enforced.

(See also: AMI-BULK-ASSET-001, INV-PART-001)

2. Inventory Staging & Assignment

• Meter assets are received into inventory and labeled with barcodes/NFC tags.

• CMMS tracks lot numbers, expiration dates, and warranty metadata.

• Assets are assigned to trucks or field crews for installation.

(See also: INV-RECV-001, INV-LOT-001, INV-TRUCK-001)

3. Installation & Field Activation

• Field Technician installs meter and scans barcode/NFC tag using mobile app.

• CMMS logs:

• Install date

• GPS location

• Initial read

• Photos of installation context

• Asset status is updated to “Installed.”

(See also: MOBILE-FIELD-001, AMI-HISTORY-006)

4. Read Integration & Monitoring

• CMMS receives meter reads from AMI head-end system (e.g., Aclara).

• Reads are displayed in asset history and used for:

• Billing validation

• Leak detection

• Usage analytics

• Read anomalies (e.g., no read, tamper, high usage) are flagged.

(See also: AMI-READ-VIS-003, AMI-AUTO-SR-013)

5. Event-Driven Service Requests

• CMMS auto-generates SRs based on AMI events:

• Low battery

• Communication failure

• Tamper alerts

• SRs are routed to field teams for investigation or replacement.

(See also: AMI-AUTO-SR-013, AMI-SR-LOOKUP-009)

6. Maintenance, Testing & Replacement

• Meters flagged for testing or replacement are removed in the field.

• Technicians log removal reason, capture photos, and update asset status.

• Structured testing is performed for large meters.

• Replacement meters are installed and linked to the same premise.

(See also: AMI-TEST-017, AMI-RMA-002, AMI-HISTORY-006)

7. Return, RMA, or Disposal

• Removed meters are classified as:

• Return to vendor (RMA)

• Scrapped

• Refurbishable

• CMMS generates RMA forms and tracks vendor resolution.

• Replacement assets are linked to original meter history.

(See also: AMI-RMA-002, AMI-RMA-EXPORT-012, INV-RETURN-001)

8. Forecasting & Lifecycle Planning

• CMMS forecasts future meter demand based on:

• Historical install rates

• Failure trends

• Battery life expectancy

• Forecasts inform procurement and inventory planning.

(See also: AMI-FORECAST-015, INV-AI-001)

• Meter assets are traceable from creation through installation, monitoring, and retirement.

• Read data and event history are linked to each asset.

• Warranty, RMA, and replacement records are auditable.

• Inventory and forecasting are aligned with field activity.

Duplicate serial number Block creation; prompt for review

Missing read data Flag for investigation; allow manual entry

Invalid AMI event Log event; suppress SR creation

RMA rejected by vendor Update asset status to “Scrapped”; log reason

Forecast exceeds storage capacity

Alert analyst; suggest phased procurement

• End-to-end visibility of meter assets across AMI operations

• Automated response to performance and communication issues

• Accurate tracking of installations, removals, and replacements

• Improved forecasting and inventory alignment

• Full audit trail for regulatory, warranty, and operational reporting

General Operations This section captures cross-functional workflows that support day-to-day operations across departments. Use cases include safety protocols, inspection workflows, work order reassignment, and GIS-integrated field execution. These scenarios ensure consistency, safety, and traceability across all maintenance and service activities.

Cross-System Data Consistency Use Case ID: AMI-DATA-MATCH-005

Actors

• AMI Analyst

• IT Systems Integrator

• Customer Service Representative

• External Systems (e.g., CC&B, Aclara, GIS)

Preconditions

• Meter assets are present in both the CMMS and external systems (e.g., CC&B for billing, Aclara for AMI reads).

• Each system maintains unique identifiers (e.g., serial number, MTU ID, premise ID, address).

• Integration points (API, data warehouse, or scheduled sync) are established between systems.

• Data mapping rules and field-level validation logic are configured in the CMMS.

• Discrepancy alert thresholds and notification rules are defined.

Trigger A scheduled or on-demand data consistency check is initiated to:

• Validate asset records across CMMS and external systems

• Identify discrepancies in key fields (e.g., serial number, install date, status, address)

• Support audits, billing accuracy, or operational troubleshooting

Basic Flow:

1. Data Extraction & Matching CMMS initiates a data sync or import from external systems.

• Pulls asset records from CC&B, Aclara, or GIS

• Matches records using one or more keys:

• Serial number

• MTU ID

• Premise ID

• Address (normalized)

• Logs match confidence level (e.g., exact, partial, unmatched)

2. Field-Level Comparison

For matched records, CMMS compares key fields:

• Install date

• Status (e.g., active, removed)

• Location/address

• Asset type/model

• Customer account linkage

• GIS coordinates (if applicable) Discrepancies are flagged and categorized by severity.

3. Discrepancy Dashboard & Alerts AMI Analyst accesses a dashboard showing:

• Total matched, unmatched, and partially matched records

• Field-level discrepancies with filters (e.g., by system, field, severity)

• Suggested resolution actions (e.g., update CMMS, notify billing)

• Exportable reports for audit or follow-up

4. Resolution Workflow Analyst selects a discrepancy and initiates a resolution:

• Accept external system value and update CMMS

• Retain CMMS value and flag external system for correction

• Route to IT or billing for manual review

• Add notes and resolution reason

All actions are logged with timestamp and user ID.

5. Audit & Sync Confirmation

Once resolved, the system:

• Updates the discrepancy status to “Resolved”

• Logs the resolution action

• Optionally triggers a sync confirmation to external systems (if bi-directional)

• Asset records are aligned across CMMS and external systems.

• Discrepancies are tracked, resolved, and auditable.

• Data integrity is improved for billing, field operations, and reporting.

• Future mismatches are minimized through proactive monitoring.

No match found in external system

Flag as “Unmatched”; prompt for manual review

Multiple matches found Alert user; require manual selection or rule refinement

Field mismatch exceeds threshold

Escalate to supervisor or IT for review

External system unavailable Retry sync; log failure and notify analyst

Unauthorized user attempts update

Block action; notify admin

• Consistent and accurate asset data across operational and billing systems

• Reduced risk of billing errors, missed maintenance, or regulatory non-compliance

• Improved trust in system-of-record data for decision-making

• Streamlined audit preparation and data governance

• Foundation for automated workflows and exception-based processing

Workflow Automation & Approvals Use Case ID: WF-AUTO-001

Actors

• Technician

• Supervisor

• Inventory Analyst

• Scheduler Analyst

• Division Manager

• Finance Reviewer

• QA/QC Reviewer

• CMMS System

• Mobile Application (iPad)

• Desktop Application

• Email Notification System

• User roles, groups, and departments are configured in the CMMS.

• Workflow templates are defined for each applicable module (e.g., purchasing, QA/QC, billing, asset onboarding).

• Approval routing rules are established based on role, department, dollar thresholds, or asset/system classification.

• Notification settings are enabled for in-app and email alerts.

• Quick action buttons are configured for common approval tasks (e.g., approve, reject, request changes).

Trigger

• A user submits a record (e.g., purchase request, QA checklist, billing entry) that requires approval based on workflow configuration.

• A system-generated event (e.g., WO completion with missing QA, special billing flag) triggers an automated approval workflow.

Basic Flow

1. Workflow Trigger & Routing A user submits a record that meets criteria for approval.

CMMS evaluates the workflow configuration and routes the record to the appropriate approver(s) based on:

• User group

• Role

• Department

• Approval thresholds (e.g., cost, risk level, asset criticality)

• Record type (e.g., PR, WO, SR, invoice, inspection)

2. Approval Notification Approver receives:

• In-app notification (desktop dashboard or mobile push)

• Email notification with:

• Summary of the item

• Approval status

• Direct link to the record in the CMMS

• Quick action buttons (Approve, Reject, Request Changes)

3. Approval Interface & Quick Actions Approver opens the record and reviews:

• Metadata (e.g., requester, cost, asset, justification)

• Linked documents or media (e.g., photos, invoices, inspection reports)

• Workflow history and comments.

Approver selects a quick action:

• Approve: Record proceeds to next step or finalization

• Reject: Record is returned to originator with comments

• Request Changes: Record is paused and flagged for revision

4. Multi-Step & Conditional Routing If configured, CMMS supports:

• Sequential approvals (e.g., Supervisor > Division Manager > Finance)

• Parallel approvals (e.g., QA and Finance reviewers simultaneously)

• Conditional logic (e.g., skip Finance if <$500, escalate to Director if >$10,000)

5. Audit Trail & Status Tracking All workflow actions are logged with:

• User ID

• Timestamp

• Action taken

• Comments or notes

Users can view workflow status from the record or a centralized Approvals Dashboard.

6. Modular Enablement by CMMS Area Workflow automation can be enabled or disabled per module:

• Enabled: Purchasing, QA/QC, Special Billing, Asset Onboarding, Inventory Replenishment

• Disabled: Routine WOs, SRs, or low-risk tasks Admins can configure workflows independently for each area.

• Record is approved, rejected, or returned with comments.

• Workflow status is updated and visible to all relevant users.

• Audit trail is complete and accessible for compliance.

• Notifications are sent at each step to keep stakeholders informed.

Approver does not respond within SLA Escalate to alternate approver or notify admin

User lacks permission to approve Block action; display permission error

Workflow misconfigured or missing approver

Flag for admin review; hold record in pending state

Email delivery fails Retry and log; fallback to in-app notification

Record modified during approval Notify approver; require re-review

• Standardized, auditable approval workflows across CMMS modules

• Role- and department-based routing for accountability and compliance

• Configurable automation to reduce manual bottlenecks

• Real-time visibility into approval status and history

• Seamless user experience with in-app and email-based quick actions

• Flexibility to enable or disable workflows per functional area

Digital Twin Integration for Asset Visualization Use Case ID: ASSET-DIGITALTWIN-001

Actors

• Engineering Planner

• GIS Analyst

• Field Technician

• CMMS System

• Digital Twin Platform

Preconditions

• Digital twin platform is integrated with CMMS and GIS.

• Assets are geospatially tagged and modeled in 3D.

• Real-time or near-real-time data feeds are available (e.g., SCADA, sensors).

Trigger A user opens a digital twin view to visualize asset status, simulate scenarios, or plan work.

Basic Flow

1. Asset Sync

• CMMS pushes asset metadata and status to the digital twin platform.

• GIS provides spatial alignment.

2. Visualization

• User opens a 3D model of a facility, system, or district.

• Assets are color-coded by status (e.g., active, under maintenance, out of service).

3. Scenario Simulation

• User simulates asset failure or replacement.

• System shows impact on connected systems or customers.

4. Work Planning

• User selects an asset and launches a WO or inspection from the twin interface.

• CMMS links the WO to the asset and logs the action.

• Asset status is visualized in 3D.

• Work is planned with spatial and system context.

• Simulations support proactive decision-making.

Asset not modeled in twin Show placeholder; prompt GIS update

Data feed offline Show last known status; flag for sync

Simulation exceeds threshold Alert user; require supervisor approval

Enhances planning, improves situational awareness, and supports predictive maintenance and capital planning through immersive visualization.

AI-Based Failure Prediction for Non-Meter Assets Use Case ID: MAINT-AI-FAILURE-001

Actors

• Maintenance Planner

• Reliability Engineer

• CMMS System (with AI/ML engine)

• SCADA System (optional)

• Historical WO data, PM compliance, and asset telemetry (if available) are stored in the

CMMS.

• AI/ML engine is trained on failure patterns and integrated with CMMS.

• Predictive thresholds and confidence scoring logic are defined.

The AI engine detects a pattern indicating likely failure of a non-meter asset (e.g., pump, valve, blower).

Basic Flow

1. Data Aggregation

• CMMS aggregates:

• WO history (failure types, frequency)

• PM compliance

• SCADA or sensor data (if available)

• Operator checklist trends

2. Pattern Detection

• AI engine identifies anomalies or trends (e.g., increasing vibration, repeated minor failures).

• Assigns confidence score and risk level.

3. WO Recommendation

• CMMS suggests a predictive WO with:

• Suggested tasks (e.g., inspection, lubrication, part replacement)

• Justification (e.g., “3 failures in 90 days + overdue PM”)

• Priority level based on risk

4. Planner Review

• Planner reviews and approves or modifies the WO.

• Assigns crew and schedules work.

• Predictive WO is created and scheduled.

• Asset history is updated with AI trigger.

• PM and reactive WO duplication is avoided.

Incomplete data Exclude asset from AI model; flag for review

Duplicate PM exists Suggest merge or enhancement

Low confidence score Route to planner for manual review

Reduces unplanned downtime, improves asset reliability, and enables proactive maintenance using real-world data and AI insights.

Work Order Feedback Loop for Continuous Improvement Use Case ID: WO-FEEDBACK-001

Actors

• Technician

• Supervisor

• Maintenance Planner

• WO templates, SOPs, and PMs are configured in the CMMS.

• Feedback module is enabled.

• Role-based permissions are defined for feedback review and action.

• A technician completes a WO and provides feedback on the task, materials, or documentation.

1. Feedback Prompt

• After marking WO complete, technician is prompted to provide feedback.

• Form includes:

• Was the SOP accurate?

• Were the tools/parts sufficient?

• Suggestions for improvement

2. Submission & Logging

• Feedback is submitted and linked to the WO and asset.

• CMMS logs timestamp and user ID.

3. Supervisor Review

• Supervisor reviews feedback in dashboard.

• May update SOP, flag for planner review, or initiate training.

4. Planner Action (Optional)

• Planner updates PM template, adds missing parts, or adjusts task steps.

• Changes are version-controlled and logged.

• Feedback is captured and acted upon.

• SOPs and PMs are continuously improved.

• Field knowledge is retained and shared.

Feedback not submitted Allow skip; log as “No feedback provided”

Inappropriate content Flag for supervisor review

Duplicate feedback Alert user; allow update or discard

Captures field expertise, reduces rework, and improves SOP quality and PM effectiveness through structured feedback.

Interactive GIS-Based Asset Selection Use Case ID: GIS-SELECT-004

Actors

• Field Technician

• Supervisor

• GIS Analyst

• CMMS System

• Assets are geospatially tagged and synchronized between GIS and CMMS.

• Work orders, service requests, and inspections are linked to asset records.

• GIS interface is integrated with the CMMS and supports multi-select functionality.

• User roles and permissions are configured for asset selection and record viewing.

A user initiates a GIS-based query to view or act on multiple assets simultaneously.

Basic Flow

1. Map Interface Access

• User opens the GIS-integrated map view from the CMMS dashboard or mobile app.

• Map displays assets with color-coded indicators for status or type.

• User can turn layers or asset types on/off.

2. Asset Selection

• User selects one or more assets using:

• Polygon draw

• Lasso tool

• Shift-click or tap

• System highlights selected assets and displays a count.

3. Record Aggregation

• CMMS retrieves and displays associated records for selected assets:

• Open and historical service requests

• Work orders (PM and reactive)

• Inspections and condition scores

• Records are grouped by type and sortable by date, priority, or status.

4. Action Options

• User can:

• Export selected records

• Create a bulk work order or inspection

• Add selected assets to a route or project

• View asset details in a side panel

• Update asset records (e.g. service status, valve open/closed)

5. Audit Logging

• All selections and actions are logged with user ID and timestamp.

Postconditions

• User has a consolidated view of asset-related activity.

• Bulk actions can be initiated from the map interface.

• Asset selection is logged for traceability.

Asset not geotagged Exclude from selection; prompt GIS update

Too many assets selected Warn user; suggest refining selection

User lacks permission Restrict access to sensitive records

GIS layer not loaded Display fallback view; notify GIS admin

• Spatially informed decision-making

• Efficient bulk operations and planning

• Improved visibility into asset history and workload

• Seamless integration between GIS and CMMS workflows

Asset Life History Widget Use Case ID: ASSET-HISTORY-005

Actors

• Field Technician

• Supervisor

• Planner

• Assets are configured in the CMMS with unique IDs.

• Work orders, inspections, and service requests are linked to asset records.

• Mobile and desktop interfaces support widget display and hyperlink navigation.

• A user views an asset or work record and needs a consolidated history of related activity.

1. Widget Display

• When an asset is opened in the CMMS, the Asset Life History Widget appears in the sidebar or tab.

• When a work record is opened in the CMMS and is associated to an asset, the

Asset Life History Widget appears in the sidebar or tab.

• Widget displays a chronological timeline or list view of:

• Past and scheduled work orders

• Linked inspections

• Service requests

• Condition assessments

2. Hyperlink Navigation

• Each entry includes:

• Record type and ID

• Date and status

• Hyperlink to open the full record

• User can filter by date range, record type, or status.

3. Mobile Optimization

• On mobile, widget is collapsible and optimized for touch navigation.

• Records open in a new pane or overlay.

4. Data Refresh & Sync

• Widget updates in real time as new records are created or updated.

• Syncs with GIS and inspection data if configured.

• Users have a complete, navigable history of asset activity.

• All related records are accessible from a single view.

• Asset lifecycle visibility is improved.

No records found Display “No history available” message

Record link broken Alert user; log for admin review

Widget fails to load Show fallback list; notify support

User lacks permission Hide restricted records; show access warning

• Faster access to asset history for troubleshooting and planning

• Reduced navigation time between related records

• Improved asset lifecycle tracking and compliance

• Enhanced user experience across desktop and mobile

Structured Workflow Guidance Use Case ID: TECH-WORKFLOW-011

Actors

• Field Technician

• Supervisor

• Work order templates are configured with task-specific workflows.

• Required fields, attachments, and conditional logic are defined.

• Mobile app supports step-by-step execution and validation.

• A technician begins a work order that includes a structured workflow.

Basic Flow

1. WO Launch

• Technician opens the assigned WO in the mobile app.

• System loads the associated workflow template.

2. Step-by-Step Guidance

• Workflow displays required steps in sequence.

• Each step may include:

• Required data fields

• Photo or video upload

• Barcode/NFC scan

• Safety prompt or SOP link

3. Conditional Logic

• If a response triggers a condition (e.g., “Leak Detected”), the system:

• Prompts for additional input

• Requires media upload

• Suggests follow-up WO creation

4. Validation & Submission

• System verifies all required steps are completed.

• Blocks submission if fields are missing or logic is violated.

• Technician submits the completed workflow.

5. Supervisor Review

• Supervisor reviews workflow results and attachments.

• Approves or routes for rework if incomplete.

• Workflow is completed with full documentation.

• Data is structured and auditable.

• Follow-up actions are triggered automatically if needed.

Condition System Behavior

Required field skipped Block submission; highlight missing step

Conditional logic error Alert admin; allow save as draft

Photo not uploaded Prompt user; block submission if required

Offline mode Queue workflow for sync when online

• Standardized execution of complex tasks

• Reduced errors and missed steps

• Improved compliance and documentation

• Seamless integration with follow-up workflows

Attribute Tagging Use Case ID: CUSTOMER-TAG-008

Actors

• Customer Service Representative

• Scheduler Analyst

• Field Technician

• Billing System (optional)

• Tags (e.g., “Critical,” “Prime Time,” “Medical Need”) are defined and governed.

• Tag-based logic is configured for scheduling and communication workflows.

• A customer is flagged for special handling based on internal policy, service history, or external request.

1. Tag Assignment

• CSR or analyst assigns one or more tags to a customer or meter record.

• Tags include:

• Critical Customer (e.g., hospital, dialysis center)

• Prime Time Only (e.g., 8 AM–12 PM visits)

• Medically Vulnerable Customer

• Language Preference

• Escalation Required

2. Scheduling Influence

• When a WO is created for the tagged customer:

• CMMS enforces scheduling rules (e.g., time window, technician skillset)

• CMMS notifies customer experience when a critical or medically vulnerable customer is affected by water outage

• CMMS alerts user when WO is opened or appears on assignment list

• Flags the WO for supervisor review if needed

3. Communication Customization

• Outbound messages (SMS/email) are tailored based on tags:

• Language

• Tone

• Escalation contact

4. Field Visibility

• Technician sees customer tags in the mobile app before arrival.

• Safety or access instructions are highlighted.

5. Audit & Reporting

• All tag assignments and changes are logged.

• Tags can be “locked” and require permissions to change.

• Reports track tag usage and compliance.

• Customer-specific needs are respected in scheduling and communication.

• Field staff are informed of special handling requirements.

• Tags are auditable and governable.

Invalid tag applied Block and prompt for correction

Tag removed without reason Require justification and supervisor approval

Tag conflicts with scheduling Alert scheduler; suggest override or reassignment

Unauthorized user edits tag Block action; notify admin

• Personalized and equitable customer service

• Compliance with accessibility and medical priority policies

• Reduced risk of service disruption for critical customers

• Improved technician awareness and preparedness

Upstream/Downstream Asset Tracing Use Case ID: GIS-TRACE-013

Actors

• Field Technician

• GIS Analyst

• Supervisor

• CMMS System

• Assets are geospatially mapped and connected in the GIS system.

• Flow direction and connectivity rules are configured (e.g., for water, wastewater, or electric systems).

• CMMS and GIS are integrated with real-time or scheduled sync.

• User roles are configured for trace and impact analysis.

• A user selects an asset on the map and initiates a trace to assess service impact or plan work.

1. Asset Selection

• User selects an asset (e.g., valve, meter, pump) on the GIS-integrated map.

• CMMS loads asset metadata and location.

2. Trace Execution

• User initiates an upstream or downstream trace.

• GIS system identifies connected assets based on flow direction and system topology.

3. Impact Visualization

• Map highlights affected assets, customers, or zones.

• Summary metrics are displayed:

• Number of impacted meters or customers

• Critical infrastructure affected

• Total linear feet or miles of pipe traced

4. Action Options

• User can:

• Export trace results

• Create a grouped work order

• Flag assets for inspection or follow-up

• Attach trace to a service request or outage report

• Notify impacted customers of service disruption

5. Audit Logging

• Trace event is logged with user ID, timestamp, and trace direction.

• Trace results are visualized and actionable.

• Affected assets and customers are identified.

• Trace data is stored for future reference or reporting.

Asset not connected to network Display warning; exclude from trace

Trace logic misconfigured Block execution; notify GIS admin

GIS layer not loaded Show fallback view; retry option

User lacks permission Restrict access; log attempt

• Accurate impact analysis for planned or emergency work

• Faster decision-making for isolation and notification

• Improved coordination between GIS and field operations

• Enhanced regulatory compliance and reporting

AI-Driven Workload Forecasting Use Case ID: AI-WORKLOAD-006

Actors

• Scheduler Analyst

• Supervisor

• AI/ML Engine

• Historical work order data is available in the CMMS.

• Technician profiles include skillsets, availability, and past performance.

• AI/ML engine is trained on historical trends and integrated with the CMMS.

• Forecasting parameters (e.g., time horizon, asset class) are configurable.

• A scheduler or supervisor initiates a workload forecast to support planning.

Basic Flow

1. Forecast Initiation

• User selects a forecast scope:

• Timeframe (e.g., next 7, 30, 90 days)

• Asset class or system

• Technician group or zone

2. AI/ML Analysis

• Engine analyzes:

• Historical WO volume and seasonality

• Asset failure trends

• PM schedules and upcoming inspections

• Technician availability and performance

3. Forecast Output

• System generates:

• Predicted WO volume by day/week

• Technician workload projections

• Suggested staffing levels

• High-risk assets likely to generate work

4. Planner Review

• Forecast is displayed in a dashboard with:

• Charts and tables

• Filters and drilldowns

• Export options for planning meetings

5. Integration with Scheduling

• Forecasted workload can be used to:

• Pre-stage parts and tools

• Adjust technician assignments

• Inform overtime or contractor needs

• Forecasted workload is visible and actionable.

• Staffing and resource planning are data-driven.

• AI model improves over time with feedback.

Incomplete historical data Flag forecast as low confidence

AI model error Display fallback trend; notify admin

Forecast exceeds capacity Alert planner; suggest mitigation

User lacks permission Restrict access to forecast module

• Proactive planning based on historical and predictive insights

• Reduced technician overload and missed SLAs

• Smarter resource allocation and scheduling

• Continuous improvement through AI feedback loops

Notification Groups Use Case ID: COMM-GROUP-017

Actors

• Supervisor

• Scheduler Analyst

• Field Technician

• Notification Engine (SMS, Email, Push)

• Notification templates and channels are configured.

• Users are grouped by role, zone, crew, or project.

• Notification rules are defined for events (e.g., WO assignment, delay, emergency).

• A system event or user action triggers a notification to a predefined group.

Basic Flow

1. Group Configuration

• Admin or supervisor creates notification groups (e.g., “North Zone Crew,”

“Emergency Response Team”).

• Groups can be static or dynamic (e.g., based on shift or location).

2. Event Trigger

• A triggering event occurs, such as:

• WO assignment

• Route change

• Safety alert

• Weather-related delay

3. Notification Dispatch

• CMMS sends messages to the group via configured channels:

• SMS

• Email

• Mobile push notification

• Message includes relevant details and links to records.

4. Acknowledgment & Logging

• Users can acknowledge receipt (if required).

• System logs delivery status and timestamps.

5. Escalation (Optional)

• If no acknowledgment is received within a defined window, system escalates to supervisor or alternate group.

• All relevant users are notified in real time.

• Communication is logged and auditable.

• Escalation ensures critical messages are not missed.

Invalid contact info Flag user; notify admin

Group not found Block notification; prompt for update

Message delivery failed Retry; log failure

User opted out Suppress message; log attempt

• Timely and targeted communication

• Reduced delays in field coordination

• Improved safety and responsiveness

• Full traceability of critical alerts

Seasonal Readiness & Emergency Preparedness Use Case ID: OPS-SEASONAL-001

Actors

• Field Supervisor

• Emergency Operations Coordinator

• Maintenance Technician

• Seasonal readiness checklists are configured in the CMMS (e.g., freeze prep, drought, hurricane).

• Assets are tagged by risk category (e.g., exposed, critical, flood-prone).

• Emergency response plans are documented and linked to asset classes or locations.

• A seasonal event is forecasted (e.g., freeze, storm) or a readiness campaign is initiated.

1. Campaign Initiation

• Supervisor initiates a seasonal readiness campaign.

• CMMS generates WOs or checklists for high-risk assets.

2. Execution

• Technicians complete checklists (e.g., insulation, valve checks, generator tests).

• Photos, notes, and geotags are logged.

3. Emergency Asset Tagging

• Assets are flagged as “Ready,” “Needs Repair,” or “Out of Service.”

• GIS map updates with readiness status.

4. Event Code

• SRs and WOs can be tagged with an Event Code for issues that arise from an

Emergency

5. Post-Event Assessment

• After the event, CMMS generates follow-up inspections.

• Damage is logged and WOs are created for recovery.

• Assets are prepared for seasonal risks.

• Emergency…