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HANSEN • July 2004 Volume 18 • Issue 2
SUCCESS DOWN
ON THE BAYOU
Baton Rouge Employee
Realizes Professional
Ambition With Hansen
Software
When it comes to a professional career,
some people just want a job where they
can be happy, some people want to
make big bucks, and some want to get
enough sleep to function at their desk
in the morning. For Kent Mudd, PE,
Special Projects Engineer at the City of
Baton Rouge, his professional career
ambition, a er 23 years of service to
the City, is for the City to implement
Hansen’s enterprise of so ware and
efficiently connect multiple
departments. As of April 15, 2004, the
City of Baton Rouge, Parish of East Ba-
ton Rouge has signed a contract with
Hansen to expand their Hansen
enterprise, making Kent’s dream a real-
ity.
It all began back in 1989 when the Baton
Rouge Sewer Department was doing
some inspection work and looking for a
way to put it all in one place.
“We had a gentleman install the so - Kent Mudd, Special Projects Engineer with the City of Baton Rouge, pictured with Land Management Technician, Sharon Whitworth, says the Han-
sen system helps keep supervisors better informed and prepared for decision making because the system allows work orders to be linked to the
continued on page 6 GIS and eliminates paper trails.
Collier County Chooses JRA’s Rocky Road to Technology
Hansen 8 Software System to by Drew Merz, Proposal Development DepartmentThis decision has resulted in the
Manager
Speed Constituent Service creation of 10 independent service
provider companies in the form of
The Collier County, Florida Board Utilities, Agencies and Companies
of Commissioners has awarded (UAC’s). The Johannesburg Roads
Hansen a $1.5 million contract to Agency (JRA), formed in November
provide the Community Develop- 2002, is one of two Agencies thus
ment and Environmental Services created.
Division with a Web-based so ware
solution that will provide faster One of the JRA’s ongoing projects is
government service to the county’s Close on the heels of Hansen’s upgrading gravel roads in the Greater
businesses and 291,000 citizens. successful bid in South Africa to Johannesburg area. The project
Johannesburg Water, Hansen was focuses on the surfacing of unsurfaced
Collier County has purchased recently selected to begin a large-scale roads which are identified by the
Collier County. “This will allow us to
Hansen’s next-generation enterprise transportation project with the mayor for urgent a ention, approved
create business process flows on top
resource planning (ERP) system, Johannesburg Roads Agency. and prioritized; upgrading was un-
of a common database. The Hansen
Hansen 8, and all associated profes- dertaken in various areas across the
platform has the potential to help us
sional services for six of its key func- As a result of the adoption of a metropolis. The JRA has completed
achieve real-time concurrency across
tional areas: construction permit- large-scale rejuvenation plan in the approximately 65 kilometers of road
our major divisions.”
ting, business and trade licensing, Johannesburg area called iGoli 2002, in Ivory Park, Braamfisherville,
code enforcement, project planning, the decision was made to map out a
Among many benefits, the so ware
citizen service, and cashiering. The new service delivery arrangement. continued on page 11
will reduce the time it takes for the
new system will provide county
agency to process a permit or appli-
leaders and employees be er insight
cation request, which should help re-
into the county’s assets and rev-
duce the cost of doing business. The
enues in one system.
so ware will consolidate informa-
tion silos, streamline work flows and
“Our Community Development
is customizable and flexible enough
Division selected Hansen 8 based on
to match additional business needs.
its capabilities, but it provides the
With the Hansen system, data will be
opportunity for our Transportation
accessible by different departments
Division and our Public Utilities
across the agency. Because access is
Division to come on board in the
available through a common Web
future,” said Barry Axelrod, Direc-
tor of Information Technology at
continued on page 2
Hansen Solutions at Work
2
Oldham County Contracts to Purchase
Hansen 8 for Building Permits
Hansen will provide their Web ser- County was the shared goal of
vices XML-based government so ware ‘streamlining the business of govern-
solution, Hansen 8, to the Oldham ment.’ Judge-Executive Kinser made it
County, Kentucky Building Depart- clear from the start that her constitu-
ment. The agreement includes Hansen ents did not want government bureau-
8 for Land Management, with custom- cracy, or its IT solutions, ge ing in the
er service, code enforcement, planning way of doing their business. Offering
and zoning. a 100% server-based solution will let
Oldham County focus on serving their
The Hansen implementation is Old- citizens and business community,
ham County’s initial step in using instead of supporting outdated client-
technology to create greater efficien- side applications.”
cies and lower operating expenses
County-wide. The Hansen application Prior to the selection of Hansen, the
will enable County building inspectors County Building Department ex-
to track all activities (currently per- perienced strong demand with the
formed manually) electronically. The County’s rapid population growth
per-site cost savings and availability of (currently at approximately 46,172).
historical documentation will enable Property developers saw Oldham
the County to handle more inspections County as a very a ractive area for
effectively and in less time. Eventually, residential growth for single family
the Hansen solution will be expanded upscale housing. The County consult-
to allow contractors to apply, pay ap- ed with various departments at Louis-
propriate fees, and track a permit on ville MSD, a Hansen client since 2001, About Oldham County, Kentucky few cities in the U. S. with this claim.
the County’s Web page. to determine what applications would Oldham County was created in 1824 and Oldham County is a quiet retreat from
be appropriate for them. Following is located in the north central part of Ken- today’s hustle and bustle. Quaint shops in
“Oldham County is a progressive and their a endance at the Hansen Road- tucky. The County is an area of remark- historic buildings, horses grazing in open
technically advanced County,” said show, the decision was made to begin able economic growth, boasting the lowest fields, the Ohio River gently lapping at
Mary Ellen Kinser, Oldham County the process of implementing Hansen unemployment rate in the state and the the county shores—all just down the road
Judge-Executive. “Knowing Hansen’s 8 for permi ing. Oldham County also highest per capita income. The population from the lights of Louisville, Kentucky’s
product is built entirely on the Micro- uses Microso Business Solutions’ has increased 40% in the last 10 years. largest city www.oldhamcounty.net
so .NET platform and a er seeing its Great Plains for their accounting and Oldham offers a unique sense of history
functionality and integration capabili- financial reporting. blended with the conveniences of a modern
ties at Hansen’s Cincinnati Roadshow, city. It boasts the distinction of a historic
there was no question that Hansen 8 The Hansen implementation is sched- district in which a major railroad (CSX)
was the solution that will continue to uled to go live by August 2004. still traverses its Main Street, one of very
meet the County’s business needs as it
continues to evolve into the future.”
Collier County
“Oldham County’s selection of Hansen
8 proves the scalability of the Hansen continued from page 1
solution—from small government
agencies to large metropolitan agen- browser, government agencies can class solutions for local governments including interfaces to the Web and
cies serving millions,” said Chuck reduce their support costs for infor- like Collier County,” said Lee Ramsay- online help.
Hansen, Chairman and CEO. “What mation technology and eliminate the er, Microso ’s General Manager, State
hassle of managing so ware upgrades & Local Government. “In addition, About Collier County, Florida
impressed me most about Oldham
on multiple clients. In 2003, Collier Hansen truly understands the entire Located on southwest Florida’s Gulf coast,
County completed over 150,000 build- government ecosystem, which is why fast-growing Collier County has more
IN THIS ISSUE ing inspections generating approxi- they are one of our most trusted go-to than 291,000 residents and its county
mately $1.7 million in revenue. partners in the state and local govern- seat is Naples. It was selected as a favorite
ment market.” place among top executives and profes-
HANSEN ON THE MOVE “The Hansen 8 system should accom- sionals for quality of life, abundant hous-
The Hansen system will also provide
Hansen 8 Classes 3 modate our business needs for the ing, and lifestyle options.
Collier County’s citizens with features
Channel Update 3 next decade or longer,” said County www.colliergov.net
Utility Billing - The BUM Rap 6 Manager, Jim Mudd.
“The system’s ability
Business Process Reviews 12 to grow and meet
our future needs is
HANSEN SOLUTIONS AT WORK important as we are
Success on the Bayou 1 continually faced
Collier County 1 with new challenges,
Johannesburg Roadway 1 expanding programs,
and our deep desire
Oldham County, KY 2
to be er serve our
City of Stuart, Florida 4 citizens.”
City of Santa Monica, CA 4
Hernando County, Florida 5 The Hansen 8 system,
Louisville, KY 11 based on Microso ’s
.NET technology and
EVENTS platform, integrates
Coming Events 5 with other so ware
systems used by the
Network Conference 7
agency.
Conference Agenda 9
Conference Training 10 “Microso recog-
nizes Hansen’s deep
REGIONAL ROUNDUPS commitment to the
US Roundup 13 .NET platform and
Canadian Roundup 15 the way Hansen has
combined both busi-
UK Roundup 13
ness functionality
Australasia Roundup 14 and leading technol-
ogy to provide world
Hansen 8 steps you through the permit process based on your business rules so you can collect all the essential
FEATURED ARTICLE data. Each business process can be made up of any combinatins of fees, conditions, reviews and inspections. Hansen
Microsoft Partnership 16 8 allows for direct integration to GIS, images and document management. As seen here, attachments can be easily
associated to a permit application.
Network News • July 2004
Hansen On The Move
3
necessary to provide the best service
Hansen 8 Class Offerings Expanded to your customers.
Who Should I Contact?
by Robert Giusepi, Director of Educational Services, Hansen For further information about any
educational classes or programs, or to
T he new, powerful, Hansen 8
is ready and the Educational
Services Department is prepared to
ate a customized educational program
designed to meet their needs.
their knowledge of Hansen 8 from
beginning concepts through advanced
configuration.
schedule your next educational event,
please contact:
teach it to our clients. Hansen 8 Classes Offered: Robert A. Guisepi
H8A - Basic Architecture Class All of our classes can be cra ed to in- Director of Educational Services
A full range of classes designed to H8B - Hansen 8 Overview clude your current processes, business 2330 Glendale Lane, STE 210
take the student from understanding H8C - Hansen 8 Front Desk procedures, or data. Hansen’s educa- Sacramento, CA 95825
the basic architecture upon which Operations tional programs and our exceptional 800.821.9316 ext. 3216
Hansen 8 is based, to fully config- H8D - Hansen 8 Application Review instructional staff will help ensure you Email: robert.guisepi@hansen.com
uring Hansen 8 to meet our client Processing have the proficiency and confidence
needs has been developed. Classes H8E - Hansen 8
are presented by knowledgeable, Inspections
fully credentialed teachers who H8F - Application
know how to help students get the Configuration
most from each session. & Setup
H8H - Personaliza-
Hansen Information Technologies tion for
offers several comprehensive course Hansen 8
curriculums designed to support Each session is ½ day
Hansen System Administrators,
Managers, Supervisors, Configura- Why Should I Enroll?
tion Specialists, and end-users of You can easily reduce
Hansen 8. Courses address both the time required to
introductory and advanced topics put Hansen 8 to work
related to Hansen 8 and are designed for you by a ending
to assist users in learning how to educational sessions
optimize the use of your so ware. presented by the
people who know the
Hansen 8 educational programs are so ware best. Our
structured so that clients may choose educational programs
from standard courses (which build are designed for all
upon previous courses), or those levels of adult learners
that are specifically tailored for the to receive a maximum
client’s needs based on the modules amount of hands-on
purchased. Clients can also work education in order to
with their Hansen Instructor to cre- develop and improve Hansen instructor, Brian Trainer, leads a group of students in a hands-on course about Hansen 8.
timore, MD, ISmart has over ten years
Hansen Channel Update of experience in providing personal,
effective technology solutions for
numerous state and local government
by Bryan Klann,Vice President, Strategic Alliances and Channels, Hansen agencies. ISmart was an ideal fit with
Hansen, and a Gold Consulting Part-
In the past will be er serve the strategic needs of environment. ner, ISmart becomes Hansen’s reseller
couple of transportation agencies.” throughout Delaware, Maryland, and
months, The combination of an integrated Virginia.
Hansen’s “A er working with several SAP gov- Lawson/Hansen solution could liter-
strategic ernment customers, Hansen’s inten- ally change the way public entities Microso - Amelia Island
alliance tion to enter into a working relation- procure enterprise so ware. Our Recently several key decision makers
team has ship with SAP brings together two current joint clients of Dallas, TX; from Hansen a ended the MS Busi-
established industry leaders to provide a mecha- Hillsborough County, FL; Las Vegas ness Development/Marketing event at
several new nism for transportation agencies to Valley Water, NV; Providence Water, Amelia
partner re- move from highly customized point RI; and Union Sanitary District, CA Island,
lationships applications, to integrated, off-the- create compelling success stories for FL. This
that will not shelf solutions,” said Chuck Hansen, our companies. was an
only make Hansen more responsive President and CEO of Hansen. “These opportunity to interact with Micro-
to the needs of our current and fu- solutions are supportable, upgrade- Eskel-Porter so and Microso -Gov sales partners
ture customers, but which will also able and utilize the latest technology.” Hansen also welcomes two more from all across the US. This event
help introduce Hansen’s solutions members of our partner family in also allowed Hansen to begin the
into currently untapped markets. Lawson the last process of building stronger relation-
Hansen has entered into a comple- quarter. ships with many of the recently reas-
SAP mentary technology partnership Based in signed members of the Microso -Gov
Hansen recently announced their agreement Sacra- staff. Many of the sessions included
intention to with Law- mento, strategic marketing and planning de-
work with son. This Eskel Porter Consulting is one of cisions communicated directly from
SAP Amer- partnership Hansen’s Gold Consulting Partners. the Microso officials responsible for
ica, Inc. to is intended to For over 25 years Eskel Porter has these areas. We spoke to many of the
provide a allow Hansen been a leader in helping governments existing Great Plains (GP) account
comprehensive administrative and and Lawson to successfully integrate, use technology to streamline their op- VAR’s about their interest in adopting
operational solution to government co-market and sell a true Government erations and maximize taxpayer dol- our current client/server solutions
transportation agencies. The solu- ERP solution built around the specific lars through efficient use of so ware,
tion will support critical business needs of federal, state and local gov- hardware and other related services. Lee Ramsayer, Microso ’s General
processes such as maintenance ernment agencies. As a part of their Gold Consulting Manager of State & Local Govern-
management, pavement manage- Partnership, Eskel Porter has become ment, met with Kent Johnson, Rob-
ment, safety management, asset The goal of this partnership supports Hansen’s product reseller in Northern ert Strouse, Bryan Klann and other
management, financial manage- Hansen’s strategic business plan and California & the Pacific Northwest. Hansen executives to discuss how he
ment, human resource manage- direction and is aimed at consolidat- could help us focus on opportunities
ment, and procurement manage- ing the multitude of stovepipe appli- ISmart with clients having populations of
ment. cations that currently prohibit gov- Another new partner which was 250k+ that are interested in Hansen’s
ernment agencies from making both welcomed into the web services GovERP model. Lee
“There are significant synergies be- quick and accurate business decisions. Hansen fam- has been a vocal supporter of ours on
tween Hansen and SAP,” said Steve By combining the strengths of Hansen ily in recent multiple occasions and has pledged
Peck, president SAP Public Ser- and Lawson offerings in an out-of-the- weeks is his continued support as we develop
vices. “I look forward to working box integrated solution, our firms are ISmart, LLC.
with Hansen to drive solutions that able to create a true Government ERP Based in Bal- continued on page 5
HANSEN • People. Government. Solutions.
Hansen Solutions at Work
4
City of Stuart Selects Hansen
by Brian Heath, Florida Account Manager, Hansen
The City of Stuart, Florida has chosen system as a tool to aid budgeting and tegration will be accomplished using scheduled for that time. The City of
the Hansen system as their so ware may track all costs within the Depart- Hansen’s GeoAdministrator tool with Stuart plans to a end Hansen’s User
solution to provide a comprehensive ment of Public Works. The Hansen access provided to users via the Inte- in FLHUG, the independent Florida
Work Order Management System system will provide a single so ware grated Map Viewer. Microso SQL Hansen User Group.
for the City’s Department of Public solution for the 15 teams that com- Server is the City’s database server.
For more information about this
Works. The City looked at the so - prise the Public Works Department.
End-user training will begin in the last project, please contact: Dave Peters
ware firms that specialize in provid-
week of April, 2004. ‘Go-Live’ for the dpeters@ci.stuart.fl.us or Brian Heath
ing solutions for public agencies and Support for the project is the result of
first phase, Vehicle Maintenance, is brian.heath@hansen.com
found that the Hansen system was initiative from three of the City’s lead-
the only one that fulfilled all of their ers: City Manager, Dave Collier, Direc-
needs. Runners-up in the final short- tor of Public Works, Sam Amerson,
list were systems from Cartagraph and Asst. Director of Public Work,
and Azteca. Dave Peters. Stuart’s Project Manager
is Kevin Edwards from Information
Stuart, located on Florida’s East Coast, Technology, who will run the project
is famous among sport fishing enthu- and work with Hansen’s Project Man-
siasts for its sailfishing. First se led ager Harry Wood. Also important on
in 1870, Stuart is the county seat for this project, is working in partnership
Martin County. Both the City and with Greg Fleming of NorthStar Geo-
County intend to share data with each Matics for GIS integration.
other and are pleased at the prospect
that their common use of Hansen will Stuart appreciates the ability to ex-
facilitate this process. pand their Hansen system into one
that can be enterprise-wide. “We
Stuart has several project goals for
chose Hansen because it met our
their Hansen system, and will be
implementing them in stages. The existing and future needs. Not only
City will electronically maintain infor- can we use it today, but as our needs
mation identifying 57 million dollars grow, Hansen was the only system we
saw out there that was comprehensive
worth of assets within their system in
a way that is GIS-compatible. Service enough to grow with us.” said Dave
requests will be tracked through to the Peters, Asst. Director of Public Works.
completion of work orders. They will For Public Works’ current fiscal year
manage inventory and costs that are goals, Stuart will be implementing
associated with the maintenance of as- Hansen Fleet, Wastewater, Stormwa-
sets. Stuart will also use their Hansen ter, Water, and Plant modules. GIS in-
Case Study: Success in field personnel have direct access to
update the infrastructure a ributes
and are now managers of their own
data. Furthermore, users not only
Santa Monica
by Larissa Agbulos, GIS Analyst - Utilities, City of Santa Monica
view asset information in Hansen, but
also have a true graphical user inter-
face to examine site and location. We
have taken our GIS to another level:
a ributes are now more accurate and
The City of Santa Monica is striv- Santa Monica’s former system was we also needed to have the most ac- current than ever, and the spatial data
ing towards a revolutionary a paper trail of logbooks and work curate information at our fingertips. is disseminated to users with SAMOA
enterprise-wide system. It is our order cards. Although the asset data In addition, we needed to manage (Santa Monica Assets), an ARCIMS
goal to safeguard public health by was stored and maintained in GIS, our field operations and maintenance application that resides on our in-
understanding and maintaining the information on the maps was not work in a systematic and organized tranet.
an infrastructure of the highest always the most current and the GIS manner. The time had come to im-
quality. Santa Monica’s Utilities atlas maps were distributed on an prove customer service, management Our next implementation a er the
Division has implemented a single, occasional basis or on request. We of our assets, and general operating water/sewer/storm project was a
integrated solution, which offers needed a more efficient way to track performance. A decision was made to mobile, wireless solution. With rug-
complete control over our City’s and maintain our infrastructure, and update all operations with advanced gedized mobile computing devices
assets and resources. technology. and wireless technology, personnel
receive and update work performed in
Currently, we the field, making our operations more
are utilizing efficient. This solution allows our
the Hansen Water/Wastewater supervisors, crew
Work Order leaders, inspectors, and maintenance
and Asset level staff to take the already proven
Management back office product functionality into
System to the field to streamline our operations,
coordinate, improve efficiency, and boost our
track costs, productivity. We have minimized
and manage paperwork, redundant data entry, and
maintenance needless trips back to the office with
work on our direct wireless access to our Hansen
water, waste- database. Now staff can communicate
water, and work assignments instantly, reduce
storm water driving time, cut wear and tear on
infrastructure. city vehicles, respond with agility to
Implement- emergencies, and serve citizens more
ing Hansen responsively. We can now readily
enabled us to identify short-term operational needs,
link our GIS as well as long-term capital improve-
to our inven- ment. The cost savings and improve-
tory database. ments in operation management have
This system continue to justify our effort and
has become an investment into our state-of-the-art
intelligent GIS infrastructure system. The City of
solution for Santa Monica is on its way to becom-
our utilities; ing a forerunner in asset management
Downtown Santa Monica technology for local government.
Network News • July 2004
Hansen Solutions at Work
5
Hernando County Chooses Hansen
by Brian Heath, Florida Account Manager, Hansen
We are happy to announce that the an asset should be replaced as For more project information, Office Phone: (352)-540-4368 Ext. 132
Hernando County Utilities opposed to being repaired you can contact Brian Heath at E-mail garys@co.hernando.fl.us
Department (HCUD) has awarded • Manage inventory and costs (813)-363-2579,
Hansen a $200,000 contract for their that are associated with the Gary Sewell, Systems Analyst
Utility Maintenance & Inventory maintenance of their assets Hernando County Utilities Department
Management System Project. Located • Provide a tool to aid budgeting. 21030 Cortez Boulevard
north of Tampa, Hernando is the Brooksville, Florida 34601
fastest growing of the four counties
within the Tampa Bay Metropolitan HCUD did not previously have a
Area. single system to fulfill all of these
needs.
Prior to going through an RFP
process, Hernando called several HCUD has four divisions involved
other public agencies and made site with this project: Administration,
visits to examine the capabilities of Water Operations, Sewer Operations,
the so ware applications they were and Customer Service. Sewell antici-
using to manage their work. Hansen pates that successful Hansen system
was selected by commi ee based on a usage will likely lead to additional
combination of desired functionality, so ware and services, and has a vi-
company stability, and the existence of sion of HCUD evolving into an overall
a mature user base within the Florida solution that will provide Internet ac-
government community. Hansen cess, expanded call-tracking functions
competed at the short-list level for and wireless field automation. He
Hernando’s project with GBA also has the expectation of eventually
Systems, DataStream, and Azteca. expanding the Hansen system to addi-
tional departments within Hernando
Chartered in 1880, Hernando County, County.
Florida encompasses 478 square miles
and has a population of 138,786. Hernando went ‘live’ with the first
HCUD services 70% of this popula- stage of this project with the Ad-
tion, having acquired Springhill Utili- vanced Inventory module on Febru-
ties in mid-December, 2003. ary 27, 2004. Sewell is charged with
in-house project management respon-
members. As a platinum sponsor of
For the project, Hernando acquired
Hansen’s Advanced Inventory Con-
sibility. Jesse Goodwin, Asst. Director
for HCUD Operations, has the author-
Channel Update this exciting event, we will showcase,
trol, Customer Service, Tab Editor, ity of all policy decisions for the proj- network, educate and share govern-
Crystal Reports, Sewer, Plant/Fleet, ect. Kay Adams, Director of HCUD, continued from page 3 ment best practices from our custom-
and Water modules. “We believe that has given full support towards the ers. In addition to reaching the global
add-on functionalities for the govern- a endee audience, our sponsorship/
the implementation of the Hansen development of this project. Tina Tys- ment market.
system will improve our productivity inger, of Hernando’s IT Department, exhibitor benefits include increased
of personnel, allow be er manage- provides the services of a SQL 2000 GFOA brand awareness for the company
ment of assets, and provide long-term Server and that of primary DBA. Hansen and Microso are also jointly and Hansen product suite along with
benefits in improving services to our sponsoring the na- many post-conference marketing and
Customers,” said Gary Sewell, HCUD Hernando’s acquisition of the Hansen tional Government partnership
Systems Analyst. system represents an ever-growing Financial Officers opportunities.
user base within the State of Florida Association (GFOA)
HCUD sought a means to and increases the presence of resourc- event in Milwaukee. Credits
electronically: es from Hansen’s Professional Services One of our goals at
group within the state. The County the conference will be
• Maintain information for has joined the “Florida Hansen User to identify Regional EDITORS:
identifying all assets within Group” (FLHUG), CPA firms interested in moving their Shawn Hansen
their system h p://www.flhug.20m.com/ whose client’s systems to GP/Hansen. An- Drew Merz
• Schedule maintenance members share ideas and assist each other key to the GFOA meeting will Carrie Stilwell
• Track costs affiliated with their other with the best use of the Hansen be Hansen’s ability to market our
utility, and to make system. Web-services suite and to explain LAYOUT & DESIGN:
determinations of when how it will complement Microso ’s Juli Rose
development. We will be on hand for
2004 HANSEN TRADESHOWS the awarding of our client New Castle
County, Delaware with the “Account-
ing, Auditing, and Financial Reporting
GRAPHICS:
Juli Rose
NACo Annual LCC category award” named “The Bo om Johanna Steans
Phoenix, AZ 7/16/04 Long Beach, CA 9/17/04 Line: Multimedia CD-ROM,” by New
Castle County, Delaware. A presenta-
ESRI - International User AzPA tion supplement to New Castle Coun-
PHOTO CONTRIBUTORS:
San Diego, CA 8/9/04 AZ 9/22/04 R. Friday
ty’s 2002 CAFR, the “Bo om Line
Keith Hobday
CD-ROM” conveys financial informa-
APWA - National GFOA IL Kent Johnson
tion in a unique and exciting way. The
Atlanta, GA 9/12/04 Peoria, IL 9/28/04 Kent Marjerison
25-minute presentation features video,
Juli Rose
photographs, graphics, and narratives
IHEEP WEFTEC presenting both financial information
Lincoln, NE 9/12/04 New Orleans, LA 10/3/04 and examples of how the county’s CONTRIBUTORS:
financial condition affects the quality Larissa Agbulos
of life of its residents. Jim Anderson
Jennifer Barron
Velocity Bob Benstead
For the second year in a row, Hansen Rob Corazzola
has Robert Giusepi
com- Brian Heath
mi ed Bryan Klann
to be a Drew Merz
Plati- Nick Phillips
num level sponsor for the Micro- Andrew Ruotsala
so Worldwide Partner Conference Johanna Steans
coming in July 2004, to Toronto. Carrie Stilwell
Planning has centered around an Mark Watts
unparalleled opportunity to reach an
elite international audience of over
5,500 Microso partners and team
HANSEN • People. Government. Solutions.
Hansen On The Move
6
Utility Billing - The BUM Rap!
by Jim Anderson, Business Unit Manager, Utility Billing, Hansen
Hansen is hit- • Define your agency’s successes and
ting the road identify any inhibitors present
again—this time • Understand and document real, or
with Utility Bill- perceived UB products, professional
ing (UB). services, Help Desk, and other
“touchpoint” strengths and
The partitioning weaknesses
and adoption of • Introduce directives for the Hansen
Business Units 8 UB initiative
within Hansen • Define your organization’s business
has naturally initiatives and requirements
created “product champions.” The role of for the next five years
these champions, or Business Unit Manag- • Define your organization’s
ers (BUMs), includes product marketing, satisfaction and general expectations
sales support, vertical marketing, public for Hansen and its UB product
speaking, competitive analysis, customer
management, and advocacy. I encourage senior management and
staff from your organization’s call center,
Beginning in June, I will embark on a information technology, and back-office
Roadshow to all UB clients worldwide. functions to participate in these two-
Results from the Roadshow will be hour meetings. I would like to hear your
compiled and shared at Hansen’s 2004 thoughts about Hansen and the Utility
Network conference in late August. Billing practice in order to shape our
future product direction more sufficiently.
The purpose of the Utility Billing
Roadshow is to: Hansen’s goal is to create a world-class
• Introduce the Utility Billing Business UB product based on your needs and
Unit Goals and Objectives business initiatives. Your feedback and
• Establish a dialog for direct positive influence will help drive our
communication between your success.
organization and the Utility Billing
BUM
day] have been con-
Solutions in stants for us. Through
those years, not only has
the City of Baton Rouge
Baton Rouge evolved, but Hansen
has too. We were all ba-
bies before we learned
to walk—Hansen was,
continued from page 1
so was the City of Baton
ware—he was a skinny guy, but fairly sewer is backed up. We wanted to task Rouge. But now we are
tall—his name was Chuck the Information Systems people to adults, and we think
Hansen,” said Mudd. “I don’t think help us maintain the system, so they that we’ve matured, as
that a lot of people realize that he were also involved, and we tried to has Hansen, and we are
came out and got his hands dirty, so get other entities involved so we could bringing our so ware
to speak, back in the early days. If show them how Hansen could be ben- forward.”
anyone tells you that he doesn’t know eficial to their division. The commit-
tee was led by Glynn Cavin, Deputy The City of Baton Kent Mudd demonstrates how field workers can finish a work
what is going on, you may want to
Director.” Rouge, Parish of East order using HMS and have it update the Hansen database in
think twice.”
Baton Rouge recently real time.
In the beginning, the Sewer depart- Hansen was perceived as proprietary entered into a con-
database so ware in Baton Rouge—an sent decree with the are be er informed of what is happen-
ment used Hansen to catalog physical
image that had to be overcome. Many EPA. The City is implementing a $618 ing—everyone will understand why
inspection work. Once they started
people from other departments were million dollar capital improvements Hansen was our choice.”
ge ing service calls, they already
had a place to put them, so catalog- skeptical about adopting the Hansen program where they will have to
“We use Hansen every day to get our
ing grew into customer service and system without seeing everything else track costs, improvements, and other
work done and I’d hate to think about
then naturally progressed to work out there, so the City put out an RFQ information.
going back to doing the work by hand
orders. The City had a couple of and the commi ee solicited propos-
“The Mayor is commi ed to making and pu ing it in the file,” said Mudd.
complaint systems in operation: the als. The prospective companies were
interviewed, narrowed down, and sure this project and this program
sewer department used Hansen, and Not only has Hansen affected Mudd’s
site visits were conducted at two sites. goes well, and we think Hansen and
everyone else had a legacy system that professional life, but Hansen has
One of the stipulations was that the our GIS will help us insure success,”
was developed by internal forces. The played a small role in his personal life
City needed private time with the said Mudd. “One of the side benefits
disparate systems worked well into too. It was back in September of 1998,
public agency so that hard questions of this project is that we get to look
the early 90s, but as time marched two days a er Hansen’s annual user
about the so ware could be asked. internally and see what we can do bet-
on, things changed. The progressive conference in Tahoe, that Kent and
A er the site visits were completed, ter—and maybe streamline to be more
City needed to evolve. Mayor Bobby his fiance, Elizabeth (affectionately
everyone put their opinions into a ma- efficient. Hansen will force us to get
Simpson took the initiative to chal- called “LeLe”) vowed to commit their
trix. A composite score was calculated more organized.”
lenge City employees to come up lives to each other forever. Thanks to
with a more efficient way of tracking from the matrix. The rest is history:
“Without Hansen,” Mudd said, “there Nevada’s liberal marriage laws, a two
complaints, tracking the work done the City is installing Hansen, imple- week waiting period was not neces-
are some tasks being completed that
and keeping constituents informed of menting it, and moving forward. sary, and the rest is history.
would have to be brought in, key-
the work completed. punched in, re-entered and manipu-
“Once people got their questions When Kent is not at the office, you
“The natural thing for a government answered correctly and didn’t hear lated before reports could be created.
can find him with his wife and step-
to do when you’re stuck with an rumors through the grapevine, it Once the City has workers in the field
daughter, Kerri, outdoors—either
initiative is to make a commi ee,” showed the openness of what Han- that can enter their work using Han-
fishing or spending time in the rolling
said Mudd. “So we had a commi ee sen can do. The sky is the limit.” said sen Mobile Solutions, have it update
pastures of their farm. Kent is quick to
made up of every division in public Mudd. “The Sewer department has a the database in real-time, and then
tell you how proud he is of his daugh-
works because most of the complaints long history with Hansen. Over the automatically do things like notify the
ter who recently graduated from
are public works driven: come fix my years, Kent [Johnson] and Keith [Hob- complainant and notify the supervisor
Louisiana State University Veterinar-
pothole; I have a hole in my yard; my that the work was done so that people
ian School, “and she loves to fish with
Network News • July 2004
Network Conference
7
Network 2004
“Back to Basics”
The Resort at Squaw Creek
Olympic Valley, CA
Networking August 30, 2004 – September 2, 2004
Learning
Hansen Product
Direction
Experience
Innovation
Customer
Relationships
HANSEN • People. Government. Solutions.
Network Conference
8
2004 Keynote Speakers What to Expect in 2004
The Network 2004 Conference promises to be a “return to the basics.” With a
complete focus on our users, this promises to be the most useful and
Charles Moose beneficial conference of the past 18 years!
Former Chief of Police,
Montgomery County, MD Network highlights will include:
• Lectured courses and hands-on workshops with measurable outcomes. All
training costs are included in your registration fees!
• Hansen executives, staff and customers available in one location for networking
Satya Nadella (and Tahoe’s accessible location from Sacramento makes it easier for more staff
Corporate Vice President, to attend!)
Microsoft Business Solutions Group • Exhibits featuring Hansen business partners and other technology-industry
leaders
• Keynote speakers, panels and track sessions focused entirely on the Hansen
system, how to enhance it, and opportunities for working with other businesses
Carolyn Purcell and agencies
Founder of Purcell Ventures and • Special awards dinner to honor Hansen’s “Power User” accomplishments
former State of Texas CIO • Conference meals, the much anticipated “Hansen gear” and tons of
entertainment!
Dr. Robert Kriegel
2004 Conference Breakout Sessions
Bestselling Author of If it ain’t broke...BREAK IT! Presented by Customers and Vendors**
• “Hansen Roadway and the Integration with SAP”
• “How to Train Field Technicians to Use Hansen Using Computer Based Training (CBT)”
• “Billing Q & A”
• “Using Great Plains Financials with Hansen Add-ons for Government”
Chuck Hansen
• “An Integrated Business Solution Involving Hansen in Africa”
Chairman and CEO, Hansen
• State Government of Western Australia, Department of Industry and Resources
• “It’s All in a Sign…Martin County’s Sign Attribute Project”
• “Issues Management - The Future Frontier”
• “Hansen 8—What the Early Adaptors Have to Say”
What did attendees have to say about • Plant Module - Implementation and Use
the 2003 conference? • “Reordering? Saying ‘yes’ in a ‘no’ Environment”
• “Peoria’s Integrated Enterprise (Hansen & GIS)”
“As a new customer, I appreciated the opportunity to • “Crystal Reports - Your best Friend or Enemy”
• “Improving Service Delivery Through Customer Response”
network with other customers & Hansen. I enjoyed all
• “Change Control - As Much Fun as Having a Root Canal!”
speakers. I have been to many conferences; this one • “Connecting your GIS to the Work Order System”
ranks among the best.” • “Back to Basics - Measuring Work with Hansen/Crystal Reports”
• “Managing your ITD Inventory Using the Plant Module”
“Outstanding conference. Looking forward to the next • “Strategic Plans - Using Hansen Technology to Identify and Measure Key Indicators of
Performance”
one.”
• “So You Think You’re Ready? Why Not Make Sure!”
• “Crystal Clear Reporting - Enhancing Hansen by Using Crystal Reports Effectively”
“Great staff. WOW!” • “Interactive Voice Response Solutions”
• “Taking Your Enterprise to the Field with Hansen and GeoResults Mobile”
“Great in all respects. Please keep it up. This year’s • “Nashville Metro Water Services Integrates Hansen IMS and ArcGIS”
conference really helped me focus my thoughts on ERP.”
**Please visit www.hansen.com for updated agenda, speaker and session information.
“This conference was one of the best buys around. We
always leave Hansen meetings with new ideas and
solutions. The Hansen staff is also incredibly responsive!
Good Job!”
“Great keynote speakers. The whole conference is very
informative, I always bring several useful ideas or con-
cepts back to my district.”
“Kudos to the entire Hansen staff; they are all very
knowledgeable, friendly, and approachable, and they
always make the conference a fun way to learn.”
HANSEN
NETWORK 2004
Network News • July 2004
Network Conference
9
Accommodations
2004 Annual Network Conference Agenda The Resort at Squaw Creek
400 Squaw Creek Road
Olympic Valley, CA 96146
Monday, August 30 Ph: 800.327.3353
8:00a - 9:00a Registration/Continental Breakfast 530.583.6300
9:00a - 9:30a Network Welcome Address: Chuck Hansen, Chairman & CEO, Hansen Information
Technologies
9:35a - 10:20a Microsoft Presentation: Satya Nadella, Corporate VP, Microsoft Business Solutions Discounted Room Rates:
R&D
10:20a - 10:40a AM Break
8/29/04 - 9/2/04 $139.00 *
10:40a - 11:30a Keynote Address: Charles Moose, Former Chief of Police, Montgomery County, MD
Please note the hotel discount rate ends on Wednesday, July 21, 2004,
11:30a - 12:20p General Session: Carolyn Purcell, Former CIO of the State of Texas
reservations will only be accepted on a “space available” basis
12:20p - 1:50p Lunch
1:50p - 5:10p Track Sessions (details available at www.hansen.com)
*state and local taxes apply
6:00p - 9:30p Reception: Open Exhibits and SPECIAL INTEREST GROUPS (SIGs)--Land
Management, Transportation and Assets, Financials and Billing, Wireless/GIS/Portal Reservations:
Tuesday, August 31
8:00a - 8:30a Registration/Continental Breakfast
8:00a - 1:00p Exhibits Open To reserve your room at the Resort at Squaw Creek, please call
8:30a - 10:25a Track Sessions (details available at www.hansen.com) the hotel directly at 800.327.3353 or 530.583.6300, ask for
10:25a - 10:45a AM Break reservations and mention “Hansen” to receive the special
10:45a - 11:45a Hansen 8 Customer Profiles conference discount.
11:45a - 1:30p Luncheon: Presentation by Dr. Robert Kriegel, Author
Power User Survey Awards
1:30p - 6:00p CHOOSE OPTION: Hotel Check-in 4:00 p.m.
* Annual Networking Golf Tournament Hotel Check-out 11:00 a.m.
* Training Sessions
* Activity Options
After Hours Free Night with Activity Options Available
Wednesday, September 1
8:00a - 9:00a Registration/Continental Breakfast Special Events
8:00a - 5:00p Exhibits Open
9:00a - 10:20a Track Sessions (details available at www.hansen.com)
10:20a - 10:45a AM Break Day on the Green
10:45a - 12:00p Track Sessions (details available at www.hansen.com)
Join us for our annual 18-hole mini shot-
12:00p - 2:00p Open Lunch - Exhibit Pavilion Open
2:05p - 3:05p Track Sessions
gun golf tounament. Surrounded by six
3:05p - 3:25p PM Break majestic Sierra peaks, the Resort’s Robert
3:25p - 4:30p Track Sessions (details available at www.hansen.com) Trent Jones Jr. championship golf course
After Hours Annual Dinner Event with entertainment by Tower of Power (6:30p - 11:00p) sits serenely at the base of Squaw Valley
Thursday, September 2 USA. Everyone from beginners to seasoned
8:30a - 9:30a Continental Breakfast
pros will revel in the challenge and pristine
8:00a - 12:00p Exhibits Open
9:30a - 11:25a Birds of a Feather Sessions
beauty of this exceptional course. Mixing
11:30a End of Conference business with pleasure has never been so much fun!
12:00p - 3:00p Private Meeting Time with Hansen Staff (by appointment)
*Note: This agenda is tentative and subject to change. For the most current Welcome Reception and
schedule, please visit www.hansen.com
Special Interest Groups (SIGs)
Join Hansen Monday evening in the exhibit area for hors d’oeuvres
and music as you mingel with conference attendees. This year,
Information we will offer an opportunity to attend SIG meetings where you
For additional information about the conference, please contact:
can introduce yourself to other people interested in a particular
Carrie Stilwell
product line. SIGs will include: Land Management; Transportation;
carrie.stilwell@hansen.com
Assets; Financials and Billing; Wireless; GIS and Portals.
916.921.0883, ext. 3145
Visit the Network 2004 website at www.hansen.com Hansen’s Annual Dinner
Get ready for an incredible Wednesday night and attend Hansen’s
Annual Dinner. Relax, unwind, put on your dancing shoes and en-
Substitutions/Cancellations joy live entertainment kicking off with Sacramento’s band, Hip Ser-
Substitutions may be made at any time. Send written requests to vice, and continuing with legendary rhythm and blues band, Tower
registration@hansen.com. of Power. This is the perfect opportunity to continue developing
business connections with Hansen users across the world.
Cancellations will be accepted on or before July 31, 2004 — after July 31,
2004 registration fees will not be refunded.
Exhibit Pavillion
Spend some time on the tradeshow floor during Network 2004 getting
to know the exhibitors. Find out about their products and learn how
their products might integrate with and add value to your current Hansen
system.
Want to be an exhibitor?
Price per standard 10 x 10 linear booth:
Previous exhibitors $2000
New exhibitors $2250 Hip Service is unrivaled in the entertainment industry with its unique
crowd-pleasing, from-the-soul dance music from the 60’s through the
Sponsorship opportunites are also available. 90’s. Visit their Website at www.hipservice.com!
For additional information about sponsorship opportunities and
exhibiting, please contact Carrie Stilwell at carrie.stilwell@hansen.com
Tower of Power (TOP) became a fixture in the San Francisco music
scene in the 1970’s. Melding jazz, funk, rock, and blues,TOP has long
been considered to have one of the greatest horn sections in the busi-
ness. A frequent guest band on the David Letterman show,
numerous recording artists have sought them out to play on their
records.
HANSEN • People. Government. Solutions.
Network Conference
10
These hands-on classes are offered in addition to the conference
Hansen Educational Opportunities: breakout sessions. Each student will have a dedicated computer
terminal and access to a Hansen instructor.
Room One Room Two Room Three Room Four
Crystal 1 Assets
9a – 10:30a Hansen 7.x Overview Hansen 8 Basic Architecture
Including Database Inventory
Permits Assets
Tuesday
10:45a – 12p Structure Hansen 8 Basics
Front Counter Work Management
Permits, Assets
1:15p – 3p Crystal 2 Hansen 8 Front Counter
Inspections, and Reviews Advanced Inventory Control
Permits Assets Hansen 8 Reviews
3:15p – 4:30p Crystal 3
Manager’s Tools Inspections and Inspections
Hansen 7.x Assets Introduction To
9a – 10:30a Crystal 1 User Defined Codes Transportation Utility Billing
Including Database Assets
Wednesday
Hansen 7.x
10:45a – 12p Structure Preventive Maintenance Advanced Utility Billing,
Work Bench
For Assets
Hansen 7.x Assets Introduction To
1:15p – 3p Crystal 2
Application Type Setup Inventory For Parks Hansen Dashboard
Assets
Hansen 7.x Advanced
3:15p – 4:30p Customer Service
Crystal 3 Formula Editor Hansen Dashboard
for Work Management
Hansen 7.x Customer
9a – 11a Hansen 7.x Tools Cashiering
Hansen Database Structure Service (Permits)
Advanced Inspections for
11a – 12p Visual Resource Manager Integrated Map Viewer
Customer Service (Case)
Course Descriptions Class size is limited. Pre-registration is required.
Crystal Level I Assets Inventory maintenance. Topics include creating a
Crystal Level I is for the beginning This course is designed for personnel Hansen 8 Reviews and Inspections single maintenance schedule,
report writer and will introduce the responsible for the maintenance of asset This course is designed for those who creating asset groups for group
Crystal Reports 8.5 application. Topics inventories and resources within schedule or perform inspections as part scheduled maintenance, reprinting
include Crystal Option settings for V7.x, Version 7.x. Participants will learn how of the permit approval process in scheduled maintenance, maintenance
managing data source connections and and where infrastructure units are Hansen 8. Participants will learn the basic projections, completing scheduled work
Field Explorer. A single table report will cataloged, tracking information, hierarchy, skills and concepts necessary to use the orders and group projects, modifying
be created in class. and condition assessment. Other Permits system to schedule, reschedule schedules, and the relationship between
topics covered will include looking up and assign inspections as well as to track schedules and asset inventories.
Crystal II asset work histories. the current status of both full and partial
Crystal Level II is for experienced inspections. Advanced Inventory Control
report writers. Topics include multi-table Work Management This course is designed for anyone
reporting concepts, the Report Expert, This course is designed for anyone Hansen 7.x User Defined Codes involved in cataloging parts and
table-join types, Select Expert, sorting, responsible for maintaining the records This course is designed to create materials and tracking transactions of
grouping and report summarization. of daily field operations. Topics include customized display grids and user defined all parts used to maintain asset inven-
creating, completing, costing, and training code definitions as well as creating and tories in Version 7.x. This course will
Crystal III work orders and group projects. associating new database tables and fields demonstrate working with advanced
Topics include sub-reports and Crystal with the Hansen V7.x product. inventory tracking features including
Formula Editor functions. Assets Inspections parts catalog, transactions, pick lists, kit
This course is designed for those who are Hansen 7.x Application Type Setup part setup/transactions, on-screen
Hansen 7.x Overview responsible for the entry of asset This class covers simple customization reporting, lookups, and stock audit
This course is designed for all new users inspection and condition rating using the Application Workflow form. menus.
of V7.x. Features will include exercises information, such as field crews or clerical Students will create new application types
in basic navigation skills, using V7.x tools, personnel. Students will learn about the including A/P number prefixes and Customer Service for Work
and the Enterprise Solution Concept. entry of inspections as a part of the asset standard operating procedures. Students Management
New features will be introduced during management system and as a historical will automate the workflow of a new This course will demonstrate the Ser-
the presentation. collection system. application type by defining all required vice Request System for work
Process States, Conditions, Reviews, management including how to create,
Permits Front Counter Hansen 8 Basic Architecture Class Inspections, and Fees. process, and track a service request
This course is intended for front desk Students will learn a basic understanding from inception through resolution as
personnel and their supervisors. of the .NET technology of Hansen 8, the Hansen 7.x Formula Editor well as recording initial caller informa-
Participants will learn to verify the fundamental reasons for using this This is an introduction to the new V7.x tion, dispatching an inspector or crew,
status of an existing application, make technology, advantages over other Formula Editor functions for CDR and using the V7 NAG, linking service
any necessary modifications, and systems, and methods of program design. Billing. requests, updating inspection results,
advance the application to the next Topics included are elements such as Web Topics include setup of table-based resolving and closing service requests,
stage of processing. Forms, Web Services, the .NET formulas and functional formula activities. and generating work orders associated
Framework, and a discussion of the to a service request.
Permits, Inspections and Reviews principles of Object Oriented Asset Inventory for Parks
This course is designed for those who Programming. This course is designed for Municipal/ Introduction to Utility Billing
schedule or perform inspections as part State/City Park employees responsible for This course will demonstrate the Utility
of the permit approval process. Par- Hansen 8 Basics maintaining and inventorying park assets. Billing module focusing on the Utility
ticipants will learn the basic skills and Students will receive a basic introduction Participants will define inventories for all Account form, which is the basis for all
concepts necessary to use the Permits to Hansen 8 features. Students will types of park assets, such as fluid storage billing activity. Topics will include how
system to schedule, reschedule, and experience terminology, feature units, buildings, storm inlets, sidewalks, and to setup a Utility Account, attach ser-
assign inspections as well as to track the identification and basic software signs. vices to be billed, and determine other
current status of both full and partial functionality as well as navigation, forms, specific settings.
inspections. required and optional fields with an Assets Transportation
emphasis on the Web Form elements This course is designed for transportation Advanced Utility Billing
Permits Manager’s Tools contained within the Hansen 8 interface. clients who are responsible for This course will demonstrate the
This course is designed for managers inventorying Roadway assets. Participants advanced features in Utility Billing. The
who would like to utilize the features of Hansen 8 Front Counter will define roadways and specify the items focus will be on the functions that
the permits system more fully. This course is intended for front desk associated with them, such as attributes, take place outside of the normal billing
Participants will use the historic building, personnel and their supervisors. Students elements, lanes, markings, or other stream such as setting up a credit
use, and work notice applications, A/P will learn the principles of entering and infrastructure assets and viewing histories rating system, using multiple dunning
status, bulk add, stage roll back, stage editing applications within the Hansen 8 associated to roadways. levels for different account types,
progression, and inspection schedul- interface. Students will learn how to find setting account alerts, and handling
ing as well as a variety of other use- and open existing applications and edit Assets Preventive Maintenance for collections/bankruptcy.
ful features designed to enhance the application data by opening the Assets
manager’s Application Viewer window, including This course is designed for anyone
ability to work with permits. adding applicants and inserting reviews involved in the creation, generation, and
and inspections. updating of scheduled and/or preventive
continued on page 12
Network News • July 2004
Hansen Solutions At Work
11
Enterprise System Integration at and
improving the
quality of GIS data and their
Louisville – Jefferson County Metro •
document management system;
Some departments are easier to
implement than others. Metro
Government
by Andrew A. Ruotsala, Special Consultant, Later that
Louisville has brought key
departments online in phases,
but others need to be brought
Hansen morning, The problem had been found, and online as staff and budget allow.
an MSD TV the homeowner was pleased that her Everything can not happen
Introduction at once;
van pulled plumbing would soon be working
On January 6, 2003, the City of • Implementing a successful
up in front again. The enterprise system had
Louisville and Jefferson County enterprise system does not
of the house, taken the complaint at MetroCall,
merged to become Metro Louisville, depend on a stable
and the crew passed work orders automatically to
growing in a single day from 61 to 385 organizational structure. The
used a wire- the MSD crews, and provided real-
square miles and encompassing over flexibility of the underlying
less link to time GIS information for the crews to
700,000 citizens. Consolidating doz- database design allowed the
the enter- do their jobs.
ens of departments and hundreds of system to adapt to the new
prise GIS
employees was a large task. Citizens Benefits of Enterprise Integration organizations once the merger
database, looking for
had high expectations for the merger Metro Louisville’s enterprise system was approved;
• Locations of manholes, mains,
that had been finally approved a er has become such an integral part of • Citizens have high expectations
and service laterals on Cri enden
several failed a empts at the ballot everyday life for its users that it is when a call center is
Ave.;
box, and elected officials, department easy to forget the significance the implemented. Call statistics
• Building footprints and property
staff, and managers were ready. broader benefits of the system. Dur- (wait time, dropped calls, etc.)
lines;
• Recent service requests and work ing the interviews, staff in several de- must be monitored and staffing
This case study examines Metro Lou-
orders in the area that might partments commented on how much adjusted, or citizens will hang
isville’s enterprise integration, looking
show a history of problems. the system made their lives easier, up and may not call back;
at how typical service requests, work
by saying, “I wouldn’t go back to the • Staffing must be sufficient to
orders, permits, and inspections flow
Based on the GIS, the service lateral way I was doing it before.” handle the volume of work
through the system. During the site
was estimated to be between 70 and orders, inspection requests,
visit, it became evident that the bene- Below are a few of the wide-ranging
110 feet from the entry point in the complaints, etc. If an automatic
fits of an enterprise-wide system were benefits that staff pointed out during
manhole. transmi al is received by a
broader and longer-term than simply the site visit:
satisfying customer requests. This department, but the request
A flushing truck quickly completed • Beyond the historical method of
paper looks at some of these benefits cannot be fulfilled for days or
work order #1: flushing the segment handling paper requests, work
and considers some lessons that could weeks, the purpose is defeated.
of the main to the next downstream orders, and files, Metro
be applied to other cities and counties The Metro Louisville staff has
manhole to remove any debris that employees shorten the response
seeking to implement enterprise-wide been surprised at the additional
might foul the camera. Next, a video time by days, and transmi als
systems. workload that has been created
camera (remotely controlled in the do not get lost, misrouted, or
by making it easier for citizens
van via joystic) was lowered into the damaged in the paper mail
Departments Using the System
pipe, its progress captured on video. system.
Metro Louisville’s enterprise system
• The Hansen system’s automated
ties together a number of departments Creeping along on rubber bulldozer business processes allows staff
providing a broad range of services to treads inside the line, the camera to assign personnel to a work
the community. Table 1 below shows passed two other service laterals order and track a related groups
the participating departments and branching off to other homes. At of tasks (such as flushing, CCTV
theservices they provide. 84 feet, the service lateral for 1240 surveys, and correcting the
Cri enden came into view. Another location of the lateral in the GIS)
Case Study - Sewer Blockage.
smaller camera at the end of a stiff which saves future maintenance
MetroCall received a notification from
stainless steel snake was deployed up (and capital expense) dollars.
a homeowner at 1240 Cri enden Ave.
into the lateral. A er a few feet, the • Detailed information tracked
saying her sewer was blocked. The
blockage came into view: a complete
plumber she called earlier concluded
the pipes inside her house were fine,
blockage from broken pipe debris.
Work order #2 was fulfilled.
from thousands of work orders
and CTTV recordings help MSD South Africa
so the problem must be in the MSD document their compliance with
EPA regulations and can help continued from page 1
line. Next, the operator in the van activated
a radio beacon inside the lateral cam- with cost recovery by tracking Doornkop, Soweto, Vlakfontein &
The MetroCall agent logged a service damage done to Metro assets by Exts and Orange Farm.
era. Using a locating wand, a crew-
request in the Hansen system, which other sources.
member quickly found the surface
automatically generated three work • Access from the field to the GIS How can Hansen help JRA? By
location directly over the beacon and
orders for an MSD crew, the standard and the history of service allowing the agency to be er manage
spray painted a fluorescent green ar-
business process protocol for checking requests, work orders, major ongoing projects like the
row on the ground. The arrow pointed
out a blockage: complaints, permits, licenses, above-mentioned road upgrade, as
directly to a freshly backfilled area
where the gas company had been dig- and property information can well as future projects like the
• Flush the main
ging for a new gas line the day before. save hours in troubleshooting improvements which will be required
• TV the
Apparently, their horizontal boring rig problems. For example, it took when Johannesburg hosts the World
main and
had drilled right through the service the TV crew less than 10 Cup in 2010. JRA will have a
service
lateral. The smoking gun had been minutes to use the GIS to figure technology that can grow with them
lateral
found, and work order #3 was com- out how far down the main the as the agency develops.
to look for
plete. service lateral was located, Management will be able to see all
any
thereby avoiding guesswork in of the key performance indicators
blockage
In wrapping up, the crew initiated guiding the sewer cam. in real-time via Hansen’s Executive
• Radio-
two more work orders: one to the Dashboard, which will help them
locate the
repair crew that would fix the prob- Lessons Learned with transportation planning issues.
blockage if
lem, and another to the GIS group to To most staff, Metro Louisville’s “We wanted to partner with JRA to
found
update the facilities database with the enterprise system is just a part of the make them the premier transportation
actual location of the service lateral as daily routine. With a closer look, we agency not only in South Africa, but in
the original location on the map was see the system has played a major all of Africa,” said Ma Holl, Hansen
off by a few feet. role in making the merger work. Project Director. “Like Caltrans in
Metro has offered a the states, we want other agencies
Department Services number of in Africa to see Johannesburg Roads
suggestions and Agency as a leader in technological
311, non-emergency customer service and information
MetroCall for both phone and Internet requests for all departments pointers based on innovation.”
their experience in
Sewage collection and treatment, storm water implementing the
Metropolitan Sewer District (MSD) management, flood control
system:
Building, plumbing, electrical, HVAC permits and
inspections. • Good historic
Inspections, Permits & Licenses (IPL) Business and occupation licenses data is
Alcoholic Beverage Control essential
Taxicab licensing
Code enforcement to the system. R
Louisville/Jefferson County Information Consortium of four major agencies and private utilities Metro Louis-
Consortium (LOJIC) providing GIS information ville has spent
years
Property Valuation Administrator (PVA) Parcel database and property GIS maintenance
consolidating
Table 1: Departments at Metro Louisville using the Hansen system
HANSEN • People. Government. Solutions.
Hansen On The Move
12
Hansen Business Process Reviews
by Johanna Steans, Director, Consulting Services, Hansen
Defining busi- Primary resource who is responsible to see that each step
Item Step goal or focus
ness processes is completed
is a business
initiative that Step 1: Develop the Business Vision Client management and staff
is completed
using a hierar- Identify the ‘high-impact’ business
Step 2: Hansen PM or Business Consultant
chical structure. processes
The first step in
developing busi- Understand, measure , document and
Step 3: Hansen PM or Business Consultant
ness processes validate the existing ‘As Is’ processes
is for an organization to identify and
define strategic goals and objectives Step 4: Identify the technology levers Hansen PM or Business Consultant or Business Analyst
that drive their business. Once this is
completed, specific business processes Design and validate new ‘To Be’
Step 5: Hansen PM or Business Consultant or Business Analyst
can be identified and documented. processes
Using these business processes, busi-
ness rules are developed and techni- Define and obtain buy off on all
cal specifications associated to each Hansen PM or Business Consultant or Business Analyst
Step 6: business rules associated with each
business rule are defined. This process Hansen Configuration Specialist
‘To Be’ process
allows for effective configuration
and setup of the targeted automation Develop technical specifications for Hansen Configuration Specialist, Hansen PM, Hansen System
system. The Hansen and/or client Step 7:
each business rule Integrator
resource responsible for completion
for each phase of the process is also Steps involved in completing client business process reviews
identified. This process is illustrated consequences as to how an organi-
Standard Terminology and configure and set up an automation
in the graphic below. zation provides services, develops
Definitions for Business Process system such as Hansen products.
Reviews and produces products, or manages Technical Specifications ensure that
programs. Business processes are tied the system captures and displays
Business Process: directly to an organization’s strategic the necessary data and information
A business process is a series of goals and objectives. They are the first to produce the right business results
high-level flows that have broad step in developing effective business which in turn allows the client to
results that ultimately can be mea- capture, track and monitor both op-
sured and managed. Business pro- erational (business rules) and strategic
cesses are typically identified as ‘As Is’ (business process) performance.
which shows how the business is done
currently, and ‘To Be’ which incorpo- Summary
rates how those business processes Hansen clients are looking for busi-
should look following re-engineering ness results that can be enabled by
and the inclusion of (Hansen) automa- Hansen technology. In order to
tion. deliver the results our clients require,
a number of steps must be completed
Business Rules: before the technical configuration
Specific activities and tasks combine of any Hansen system is concluded.
to provide the business rules. Busi- These steps can be put on a fast
ness rules are focused on operational track and, in many cases, performed
workflows. Each business process is concurrently; however, the concepts
normally made up of multiple busi- defined in each project step must be
ness rules, which are focused on completed.
specific functions within the overall
business process. For example: a busi- Although the exact methodology each
ness rule identifies who will add costs client project uses to complete a Busi-
to a work order or service request and ness Process Review may vary, the
at what point it will occur. steps outlined in this document can be
used to ensure that a client’s business
Technical Specifications: process, business rules, and techni-
Business rules provide the foundation cal specifications meet their business
to develop technical specifications. needs.
Technical specifications are used to
Course Descriptions the historic building, use, and work notice
applications, A/P status, bulk add, stage roll
the cashiering modules can be used to pay
those charges (fees).
back, stage progression, and inspection
continued from page 10
scheduling as well as a variety of other Integrated Map Viewer
useful features designed to enhance the This course is designed for all end-users
and application of Executive Dashboard, linking service requests, updating inspec- manager’s ability to work with permits. of the V7.x IMV who need to understand
including types of panels, user-defined tion results, resolving and closing service the operational functionality of IMV in
preferences, and available reports. requests, and generating cases associated Visual Resource Manager order to view spatial map details for the
. to a service request. This course is designed for managers, locations of their infrastructure model.
Advanced Hansen Dashboard supervisors, and lead personnel who use
This course is designed for support staff Advance Inspections for Customer the VRM to manage resources (employ- Hansen Database Structure
creating and maintaining Executive Dash- Service (Case) ees, equipment, stock areas, and vehicles), This course will examine the basic struc-
board using the editor tool. The course This course is designed to demonstrate work activities and projects;VRM setup, ture of the Hansen database and the way
will cover how to create new families, the proper use of the Version 7.x Cus- work assignment, trusted employees, loan- that tables within the database are linked.
dashboards, and panels. The features of tomer Service system for Case including ing or borrowing resources, and managing Topics include: data types, key and unique
the editor will be covered in detail includ- creating and processing a service request the VRM time bank (for total work, leave, fields; the use of built-in Hansen resourc-
ing report location, new database connec- from inception through resolution, as and slack hours of an employee). es such as the Data Element Dictionary
tions, changing preferences, and working well as generating code enforcement case and Visual Help are also presented.
with queries. records, taking initial caller information, Cashiering
dispatching an inspector or crew, link- The cashiering class is designed for the
Hansen 7.x Customer Service (Permits) ing service requests, updating inspection people and supervisors directly involved
This course will demonstrate the service results, resolving service requests and in taking payments for charges gener-
request system for permits including how generating case records. ated by Hansen and other applications.
to create, process and track a service This course will demonstrate how-to
request from inception through resolu- Hansen 7.x Tools open a cash drawer, how-to insert and
tion as well as recording initial caller This course is designed for managers who pay a non-Hansen generated charge, how
information, dispatching an inspector, would like to fully utilize the features of Hansen generates charges (fees) and how
the permits system. Participants will use
Network News • July 2004
Regional Roundups
13
US Roundup midst of all the
excitement, a
dilemma was
by Nick Phillips,Vice President, Sales, Hansen faced as Han-
sen customers
In May 2003, Han- The turnout achieved at each Road- began request-
sen announced show site was the first sign of excite- ing to migrate
the pending ment about Hansen 8. It seemed like from Version
release of its lat- the market had been waiting for a 7.x to Hansen
est innovation: product like Hansen’s to be released. 8. Although
Hansen 8. In May Our original projection for Roadshow Hansen 8 al-
2004, Hansen 8 a endance was 10 to 15 persons per lows IT staff
was transformed site. However, as we were routinely to move away
from a dream into ge ing 50 to 100 people per site, we from support-
a reality—and the realized that Hansen 8 was exactly ing so ware
market is buzzing. Based exclusively what government agencies were on multiple cli-
on XML and Web Services, Hansen 8 looking for: the Next Generation in ents, current customers must keep in Highlights of the Summit included
features zero client-side so ware and Government IT. What was creating the mind that Hansen 8 is still in develop- detailed information about Hansen 8
is 100% browser-based. With no need excitement was the ability to: ment. Every feature in Hansen 7 must as it relates to the local government
for plug-ins, message brokers, adapt- • Reduce your IT support costs; be re-coded into Hansen 8. Knowing market as well as each individual
ers, or other downloads, Hansen 8 is • Provide a platform to allow more this fact, customers can rest assured Hansen Business Unit.
now the undisputed leader of Web- powerful data integration that Hansen 7 is a solid product and
based Government ERP Solutions. between disparate systems; until Hansen can deliver all the func- Also, there have been a number of
However, as we have been promoting • Allow easier external and remote tionality that Hansen 7 offers, we do large benchmarks using Hansen 8
Hansen 8 and the excitement in the access by both citizens and staff; not want to migrate customers and over the last 4 months. These bench-
market has grown to astronomical • Eliminate the hassle of so ware hinder business processes. marks allowed Hansen staff to push
proportions, another fact has be- upgrades; the functionality of the solution while
come obvious over the last several • Stretch your IT budget; Unlike many of our competitors who fine tuning our configuration ap-
months—what a great product we • Streamline your business have multiple product offerings and proaches using a purely Web-based
have in Hansen Version 7.x. This be- processes; try to support all of them while actu- system. The challenges of coordinat-
came most evident during the Hansen • Create online real-time ally cornering clients into having to ing multiple remote staff working on
8 Roadshow. management reports; convert to a completely new product one database have instantly disap-
• Develop and utilize key line, Hansen will vigorously support peared with Hansen 8, and recent
performance indicators (KPIs); Version 7.x through at least 2008. “We stress tests supporting the fact that
and see how our competitors are losing Hansen 8 can accommodate as many
• Adopt management scorecards relationships with longtime existing as 10,000 concurrent users allow the
clients by using the other model. It’s solution to be scalable to new propor-
Because the original intent of the because that approach puts the com- tions. Hansen and government agen-
Roadshow was to target non-Hansen pany before the customers. Hansen cies alike are just beginning to realize
customers, each Roadshow event has always valued our clients, so we the possibilities of this solution. Like
highlighted how Hansen’s twenty will take a different approach,” stated Version 7, we may not truly realize the
years of experience with people who Chuck Hansen, CEO. power of the solution for many years.
The Hansen 8 Roadshow, a 35-city know the government sector has
tour held in North America’s largest made Hansen the leading provider In order to ac-
urban markets, began on February 17, of Government Enterprise Resource commodate the
2004, led by Chuck Hansen. Several Planning solutions that help eliminate flood of Han-
Hansen staff, executed the Roadshow stovepipes and allow more efficient sen 8 requests,
to announce our next generation solu- management of the daily operations Hansen business
tion to agencies who wanted to know of government. However, li le did units and ac-
more about Hansen’s product offer- we realize the buzz that was being count manage-
ings for government. The two-hour created within the Hansen customer ment staff will be
sessions were targeted at state, local, community. knowledgeable
and federal government executives in both Hansen
who were not current Hansen custom- Each Roadshow event a racted more 8 and Version
ers; however, many Hansen custom- and more existing Hansen customers. 7.x. An internal
ers a ended and provided positive Both Hansen customers and non-cus- Industry Summit
testimony to the Hansen 7 product tomers shared in the possibilities that was held for all Hansen account and business unit managers attended five days of
and working with Hansen staff. Hansen 8’s technology affords. In the staff in February. product training and strategic planning in Sacramento
UK Roundup • Asset Inventory with the ability
to select and view all asset details
easily
• Links to the existing Customer
Billing system
by Bob Benstead, Managing Director, Hansen Information Technologies, UK Limted • Support for mobile computing to The Hansen project team will
allow field staff consist of personnel from
Mid Kent Water to pick up and Australia and the UK. Gary Parnaby
and Hansen Join input informa- and Ma hew Brockway (from
Forces tion about jobs Australia) will bring extensive water
Hansen Informa- and assets industry experience and “Best
tion Technologies, • Stores/stock Practice” expertise to the project. UK
UK is pleased to management to staff will provide a support role for
announce the start handle both a Gary and Ma . The initial
of our first UK central store planning phase will take
water project. Mid and storing of
Kent Water, plc and Hansen will begin supplies at local continued on page 14
the initial planning phase of a full depots
asset management solution in June of • Time record-
this year. The WAMS (Water Asset ing & reporting
Management Solution) will provide • Performance
users with the ability to manage ser- reporting on
vice requests, advanced asset manage- both staff and
ment, work management, and new assets
commercial service planning. • Job management for all jobs on • Links to the existing GIS system
assets: that is, jobs raised in (WINGS) to allows jobs &
Modules that will be provided in- response to customer contacts, contacts to be viewed spatially, &
clude Water, Customer Service, routine maintenance and maps to be included with work
Budgeting and Planning, Visual inspection jobs, jobs done as orders
Resource Manager, Mobile Solutions, part of larger capital projects, • Links to the existing finance
and the Enterprise Dashboard. Mid jobs on customers’ assets that fall system (CFACS) to allow all
Kent Water anticipates the system will outside the regulated water costs to be reported by asset
be utilized by over 100 users. business, and, if possible, • Link to the streetworks
internal IT support with management system (SWIMS)
The high level functionality required straightforward scheduling and for jobs that require council
for Mid Kent Water will include: allocation notification
HANSEN • People. Government. Solutions.
Regional Roundups
14
envisaged in 1827. It
Australasia Roundup is the longest North
– South Railroad and
single-track line in
by Mark Watts, Managing Director, Hansen Australasia
the world, stretching
G’dday from Hansen Wins Gippsland Water Util- without break for
“down under.” We ity Billing Contract 2,800 km (approxi-
didn’t slip off the Gippsland Water, located in the east of mately 1,750 miles).
globe last issue, we our home state, Victoria, has awarded In February of this
were just a bit busy Hansen its first Australasian utility year, Hansen was
at the time—as the billing contract. This is the largest sin- chosen to provide the
following update gle project that HIA has been awarded Asset and Mainte-
will prove. in Australia, and it signals our entry in nance Management
to the Australian Water Billing market. system to support the
MCC Business Transformation A number of well established local railroad, further ce-
Project and international vendors were short menting the existing
Since our last roundup, I am pleased listed, but we won the day based on relationship with the integration, Metrowater commenced
to report the successful completion of the functionality and new technology John Holland Group who already uses the implementation of Hansen’s
the Business Transformation Project at of the product. A project team of six, Hansen to manage the rail network of Asset Management system late last
Manukau City Council (MCC) in New led by Donald Cleland, commenced Western Australia. A Hansen team of year. The project features significant
Zealand. This was a significant proj- the project in April of this year, and it three, led by Gary Parnaby, is imple- integration with systems used by
ect for all parties involved, and one is scheduled for completion by Sep- menting the Hansen Railroad linear third party maintenance providers (to
of the largest IT undertakings in New tember. A new feature of the system, solution. The project is scheduled to Metrowater) and will further enhance
Zealand Local Government for quite Pensioner Concessions, as required by be completed in July of this year. Metrowater’s (integrated) Customer
some time. Hansen Utility Billing, Austra- Service capability.
Land Rates (Tax), and Cashiering were lian leg- Metrowater Expands With Hansen
implemented over a 24-month period, islation, Building on the success of our Utility HIA Flexes Its Integration Muscle
and these products were integrated will be Billing implementation at Metrowater The Lower Murray Water Asset Man-
with PeopleSo Financials. Hansen imple- (Auckland, New Zealand) and real- agement project was successfully com-
was already in use for Asset Manage- mented ising the value in “out-of-the-box” pleted in January of this year. This
ment at MCC’s water company (Ma- as part project features extensive integration
nukau Water) and the latest imple- of the with their Financial System, work or-
mentations move Manukau closer to project. der costs, timesheets, purchase orders
becoming our first “Enterprise” site in The (forward commitments) and ensures
the region. Like all large projects, it Australian project team has budgeting information is transferred
was not without its problems, but all worked closely with our Sac- to and from Hansen and the Financial
involved pitched in and did the extra ramento based development System. The project is also unique
work to ensure that it was a success. team to deliver a world class in that HIA successfully developed
The next issue of Network will contain enhancement to our prod- integration between our Hansen prod-
a detailed article on this large and suc- uct. The project will also take uct and an Australian developed GIS
cessful implementation. advantage of the tight integra- solution.
tion that HIA has developed
Hansen Australasian Milestone with Microso ’s Great Plains User-Group Conference Successes
In January 2004 Hansen was awarded Financial product as this is the The February User-group conference
its first Licensing project in Austra- Financial system currently in in Australia and the March User-
lia by the Department of Industry use at Gippsland Water. group conference in New Zealand
and Resources, State Government each gathered nearly 100 a endees.
of Western Australia. A significant John Holland Group Gives Both events boasted two great speak-
breakthrough for us in the region, Hansen Another Nod ers from our U.S. customer base: Chris
this reflects our first sale of Licensing The Ghan Railway links Dar- O’Brien (Chicago), and Tim West-
so ware and our first State Govern- win, the Northern most city in brook (Newcastle County). There
ment client. The system will be imple- Australia, with Adelaide, one were presentations from our partners:
mented to support 14 licences in the of Australia’s southern- most Microso , Hewle Packard, and Inter-
back office and DynamicPORTAL will cities, and fulfills a dream first graph. Robert Strouse and Keith Hob-
be deployed to enable 4 licence types day wowed everyone with a first look
to be processed over the Internet. The at Hansen 8. However, for sheer awe-
licences are primarily associated with striking impact, it was hard to beat the
the storage and transport of danger- impression created
ous goods and for the licensing of in- on our Kiwi cousins
dividuals to handle them. The project by our guest dinner
is on schedule and is due for comple- speakers at our
tion by the end of July, 2004. Under New Zealand event.
the leadership of David Alston, a Two Rugby (Union)
Hansen project team of five is under- Left: Mark Watts, Managing Director, Hansen Australasia presents David Tasker, greats spoke, an ex-
taking the task and has received valu- General Manager of John Holland Rail with their 2003 Power User Award. Australian Wallaby
able assistance from our U.S. based (John Lambie) and,
colleague, Denise McGrath. Again, Above: The newest addition of the Ghan Railway, completed by AustralAsia Railway
Construction, links Darwin to Alice Springs. The entire railway stretches from the Colin Meads, New
watch for the next issue of Network for north to the south of Australia and is the longest in the world. Map and additional Zealand’s All Black of the century.
a detailed article on the project. information can be found at www.aarc.com.au. For those of you who don’t know of
Rugby Union, Colin Meads is to New
continued on page 15
and operates the water infrastructure • Distributes water by 67 water Hansen’s UK staff is continuing to
UK Roundup and plant; and Support Services. The towers and service reservoirs, 34 provide close support for efforts in
Support Services within the company source stations and treatment Hertfordshire and Lincolnshire Coun-
continued from page 14 are made up of five different func- works, and 48 booster stations ty Councils. The UK and South Africa
tional areas: Finance, Information • Owns 100 operational wells and are viewed as leaders in the highway
approximately 2 months, and the Systems, Customer Service, Personnel, boreholes providing 88% of our management arena. As a result of
overall project will be completed in and Training. These departments all water supplies Hansen’s providing on-the-ground
8-9 months. work to provide an infrastructure to support at these sites, both locales
maintain and support relationships Hansen Poised to Help and Expand have elected to expand their use of the
Mid Kent Water is a leading UK water between their customers, the com- Hansen UK is in the process of Hansen system.
company supplying water to most pany, and MKW’s employees. deploying a local help desk that will
of the region of Kent in southeast serve UK and South African clients.
England. MKW is comprised of three Mid Kent Water Facts and Figures: The localized help desk will also be
main divisions: Regulated Business, • Supplies approximately 569,000 able to provide “off-hour” support
which is responsible for the delivery people with 156 million litres of to other Hansen clients throughout
of water to customers; Commercial water daily the world. The estimated “go-live”
Business, which provides a wide • Serves 210,000 homes and 24,000 timeframe is late July. In addition, R
range of water operational, utility businesses via 4,205 km (2,622 Hansen UK is currently adding staff
construction, and commercial services miles) of underground pipes. for Project Management, Consulting,
to business and domestic customers • Covers some 2,050 sq. km (791 and Account Management positions.
sq. miles)
Network News • July 2004
Regional Roundups
15
Canadian Roundup
by Rob Corazzola, President, Hansen Canada
President’s Mes- ties for other City departments, and
sage: to improve overall customer service
delivery to the citizens ofThunder Bay.
Hansen Canada
recently wrapped Thunder Bay will implement a
up its 8th Annual number of Hansen’s Asset Manage-
Canadian Hansen ment products including our Water,
User Conference Sewer, Storm, Advanced Inspections
in beautiful & CCTV inspections modules as well
Niagara-On- as Hansen’s GIS solutions.
The-Lake, Ontario, Canada. It was an
overwhelming success with over 120 “We are looking forward to continu-
a endees for the two-day event which ing to enhance our technology stan-
took place at White Oaks Conference dards and practices with the imple-
Resort and Spa. As the president and mentation of Hansen’s Infrastructure
founder of Hansen Canada, it’s hard Maintenance Management solutions,” initiative to implement state-of-the- (VPN) connection from the court-
for me to believe we’ve been around said Barb Stacey Manager-Central art technology: improve business room directly to the Hansen system
for over eight years (and our corpo- Support, Transportation & Works practices, and develop multi-skilled to enable housing court prosecutors
rate headquarters in Sacramento for Department, City of Thunder Bay. workers in the pursuit of improving the ability to access code enforcement
over 21!). As we all know, with so “Through Hansen’s technology, we the water/wastewater services to the records during court proceedings. The
many technologies firms opening and will not only be able to work more ef- citizens of Toronto. presiding judge and clerk can review
closing their doors (o en in the same ficiently through improved infrastruc- inspection histories and past code
year) in the IT world, eight years is ture tracking and maintenance, but Mississauga Takes an Innovative violations tracked within the Hansen
like a millennium. Hansen Canada— we also will further enhance customer Approach to Tree Inventory. application to assist in the final judg-
as with our corporate headquarters— service to our citizens, which is always The City of Mississauga, a long-time ment for each case-such as granting
continues to grow and prosper. the ultimate objective.” Hansen customer, currently has an extensions, issuing fines, or even
inventory of about 50,000 trees and is delivering jail sentencing if necessary.
“Thunder Bay’s decision to extend using a “grow as it goes” inventory With these records stored electroni-
Hansen at the City reflects Hansen’s approach. As new trees are planted cally in Hansen’s relational database
commitment to enhancing existing or calls are received about a tree, the management system (RDBMS), the
client relationships,” said Rob Coraz- tree is entered into the tree inventory. new process virtually “electronifies”
zola, President, Hansen Canada. The City is considering a complete paper records in the courtroom and
“Hansen is designed for the City’s tree survey to capture and record all significantly expedites legal proceed-
very purpose: to be extended across boulevard trees in GPS. ings (regarding housing bylaws/ordi-
the entire enterprise and to grow with Mississauga’s Urban Forestry section nances) by providing judges finger-tip
each agency’s operational needs.” receives approximately 5,000 service access to up-to-date information. This
requests from the public annually. approach is a significant technological
With our extensive experience in The City of Toronto’s Water and Most calls are recorded by the urban improvement from what used to be a
providing solutions for government, Wastewater Division bring forestry receptionist. The calls are paper-dependent system.
we have strived to understand your operations management to new assigned to the three dedicated tree
needs and to enhance and tailor our heights with Hansen and wireless inspectors who determine if a work The Results are In
solutions specifically for you. We have computing technology. order is required. The inspectors In addition to using Hansen in the
avoided extending our so ware suite In the fall of 2002, the City of Toron- regularly patrol their assigned areas courtroom, Buffalo is realizing several
beyond the public sector because we to’s Water and Wastewater Division and will generate work orders for any other benefits from using Hansen. In
understand your needs are different (W&WW) of Works and Emergency deficiencies they find. The City has 2003, the revenue generated at the
than those of private sector firms. Services went live with Hansen’s predefined programs which include City was over $110,000 USD for elec-
You are not in the business of profit- Public Works Solution to manage the maintaining spring and fall planting trical and repair permit activity.
ing from your customers, you are in City’s metropolitan linear assets of lists and block pruning schedules. Buffalo issued more than 1200
the business of responding to their water, storm, sanitary and combined electrical permits and over 350 repair
sewer. The City of Buffalo, New York posi- permits using Hansen’s Construc-
needs—and we are in the business of tions Itself on the Cu ing Edge with
responding to yours. tion and Use Permi ing module and
First Responders Hansen in the Courtroom. DynamicPORTAL. For a City that was
Thank you for eight successful years Recently, the City of Toronto’s Since the la er part of 1998, the City once issuing and inspecting
and the many more to come! Water and Wastewater Division began of Buffalo, New York has been using electrical work months a er the
using Hansen in the field with re- Hansen Version 7.x for its land man- permit was applied for and the work
Rob Corazzola mote computing to support its “First agement and customer service needs. completed because of the backlogs,
President, Hansen Canada Responders” team of field inspectors. Less than two years later, Buffalo has the changes are monumental. Today,
The First Responders are the initial implemented Hansen’s Web solution, Buffalo is a progressive city which can
Thunder Bay Selects Hansen for response mechanism for citizen ser- DynamicPORTAL, for online permit
Integrated Infrastructure boast of significantly improved service
vice requests in the City’s Water and applications by citizens and contrac- delivery to citizens and a proactive
Maintenance Management Solution Wastewater Division. They typically tors. DynamicPORTAL enables Buffalo
The City of Thunder Bay, situated approach to code enforcement and
investigate the calls personally, and to manage its electrical- and repair- permit application management.
at the head of the Great Lakes, in they try to restore service or resolve type permi ing activities, which don’t
Northwestern Ontario has selected the issue on the spot. When a First Re- require plans submission, via the
Hansen’s Enterprise Asset Manage- sponder requires assistance, they call Internet.
ment for Water, Sewer, and Storm the nearest and most available mem-
adding to the City’s Hansen Customer ber of the team. Today, with Hansen
Service, Roads & Pavement Manage- and wireless computing technology,
ment Solution which it licensed and
implemented in the early 2000’s. With
First Responder field inspectors are Australasia Roundup
able to receive and resolve service
a growing population of 113,000, requests as well as initiate and assign continued from page 14
Hansen’s solutions for government work orders City-wide and in real-
operations management will help time. The team is equipped with field Zealanders what Michael Jordan is to
enable Thunder Bay to incorporate laptops that have a secure employee Americans: just the best player that
an infrastructure asset management Web-portal connection using Citrix ever played the sport.
so ware system in its Department of Metaframe to access the Hansen
Transportation and Works, as well system. Currently, they are the only So it was a great six months or so
as to provide expansion opportuni- group using Hansen remotely via down under. We are looking for-
Citrix and mobile computing technol- ward to bigger and be er things in
ogy, but there are plans to roll out the the coming year, and of course, to the
technology for every field crew at the Network Conference at Squaw Creek
City. in August. I hope to see all of my old
In December 2003, the City of Buffalo
friends from previous conferences
Both the implementation of Hansen began an implementation plan to use
there and to meet many new Hansen
so ware and wireless computing are its Hansen system in one of the most
customers from around the world.
part of the Water and Wastewater innovative ways we’ve ever seen. In
Division’s new work practices under cooperation with the City Housing Come up and say G’dday.
the District Service Improvement Court administration, Buffalo will
(DSI) IT stream. The DSI-IT stream provide a virtual private network
is a Water and Wastewater Division
HANSEN • People. Government. Solutions.
Featured Article
16
Hansen Gains “Velocity” With
Growing Microsoft Partnership
by Chuck Hansen, Chairman & CEO, Hansen
This past year was amazing. In just ment-based Comprehensive
twelve months, not only have we seen Annual Financial Reporting
the rollout of our next generation (CAFR).
XML-based workflow solutions for
the public sector, built exclusively on Microso Business Solu-
the Microso .NET platform – but we tions has enjoyed great
have created the industry’s first gov- success in delivering its
ernment-centric Financial ERP. These integrated suite of financial
two milestones were made possible products to the mid-mar-
through our incredible partnership ket. Great Plains, Solomon,
with Microso Business Solutions and Navision, and Axapta, will
Microso Government. certainly enjoy a grow-
ing footprint in the years
Microso Business Solutions to come. But through its
Led by the talented team of Doug partnership with Hansen,
Burgum, Dave O’ Hara, Jeff Young, Microso Business Solu-
Tami Reller, Don Morton, Satya tions has amassed nearly
Nadella, Glenn Bray and the rest of 1,000 combined government
the gang in Fargo, North Dakota, our customers – right behind
partnership with Microso Business SAP and Oracle – to of-
Solutions has opened the door to our fer application products
becoming the preferred application used by state and local
solutions partner for government. governments, worldwide.
State and local agencies now have the Combined with hard work,
ability to work with a single vendor persistent selling by au-
to supply all of their entire IT needs. thorized MBS value-added
That vendor is Hansen. resellers, and over 20 years
of Microso -centric prod- Dave Block and Mike Ba , Microso
As one of the largest independent ucts from Hansen, Microso Business The Next Generation Government
Government and Hansen are pro-
so ware vendors (ISV) for the Micro- Solutions is working in an emerging Stack
viding the leadership and vision to
so Business Solutions Great Plains vertical that looks to grow at double- Federal, state, and local governments
deliver integrated Web services to the
product, Hansen is pleased to offer digit rates for years to come. With will always be challenged by the al-
public sector.
sales orders at Hansen looking to location of scarce resources. One of
nearly double this year, and plans to the most frequently asked questions
Earlier this year, Hansen partnered
do it again next year, MBS partners we get is, “How can public sector
with Microso Government on a
are seeing the dawn of a new business managers implement strategic IT and
35-city “Managing the Business of
opportunity in government. financial solutions, while facing the
Government” Roadshow tour. With
increasing demand for self-service
over 1,500 a endees, the Roadshow
Microso Government government and an annual budget
represented the largest vertically-fo-
Thanks to the team of executives at processes, that have typically driven
cused event for Microso . As I was
Microso Government, people like: piecemeal, stovepipe applications?
able to speak at each city, it was amaz-
Linda Zecker, Lee Ramsayer, Kurt ing to see the excitement and enthu-
Colson, Jeff Tozzi, Lynne Whitson, The answer is pre y simple. Stick
siasm for the emergence of a single
with Hansen – a vendor who can pro-
vendor willing and able to support
tect you from technological
government IT – including financial
obsolescence, and who offers an inte-
and operational solutions that work
grated suite of solutions specifically
together to streamline citizen-centric
designed to support the business of
Chuck Hansen, Chairman & CEO, Hansen and business-centric workflows.
government. It has never been more
and Doug Burgum, Senior Vice President,
simple to start.
Microsoft Business Solutions Group
R
Hansen Information Technologies Perth
Microso ’s network of resellers, devel- UK Limited Level 3, BSD Centre
opers, system integrators and business 23 Berkeley Square 2 Bagot Road
partners, the first comprehensive suite Mayfair. London W1J6HE Subiaco, WA 6008
of ERP, CRM, Asset Management, Corporate Headquarters tel: +44 (0) 207 665 6671 tel +61 8 9381 4483
Building Permit, Business Licensing, Hansen Information Technologies fax: +44 (0) 207 665 6650 fax +61 8 9381 4047
Financial, Land Management, and 1745 Markston Road
Utility Billing solutions, all supporting Sacramento, CA 95825-4026 Hansen International Australasia
Auckland
the same technology foundation.
US/Can 800.821.9316 Melbourne Level 2, 10-12 Federal Street
tel 916.921.0883 Level 1, 90 William Street Auckland, New Zealand
Given the power of XML technologies fax 916.921.6620 Melbourne, Vic 3000 tel +64 27 4761840
including SOAP, ADO, .NET, WSDL, information@hansen.com tel +61 3 9691 2300 fax: +64 7 3455646
and UDDI, state and local govern- fax +61 3 9670 3001 information@hansen.com
ments can now change out their Hansen Canada Ltd.
legacy applications to embrace a 100% 34 Village Centre Place Sydney
server-side (i.e. ZERO-client side) Mississauga, ON L4Z IV9 Level 9, 123 Epping Road
environment. In addition, soon Han- Canada Nth Ryde, NSW 2113 Australia
tel 905.272.5929 tel +61 2 9870 8890
sen will offer its solutions as a hosted
fax 905.272.4223 fax +61 2 9889 0077
service, supported either by Hansen
or one of its fast-growing group of
authorized business partners. R
Change Service Requested PRSRT STD
US Postage
Hansen offers the public sector’s PAID
first true cross-departmental enter- Sacramento, CA
Permit #333
prise suite of workflow and business 1745 Markston Road
process-oriented solutions. By taking Sacramento, CA 95825-4026
its industry-proven, government-
focused business process manage-
ment (BPM) templates and delivering
high volume financial transactions,
to Microso Great Plains financials,
Hansen is uniquely positioned to pro-
vide real-time performance metrics,
including the development of govern-
Network News • July 2004
