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Application of an Integrated Maintenance Management System for Highways Operations


Brun-Way Highways Operations Inc. (BHOI) has contracted to operate, maintain and rehabilitate 275 km of Route 2 in New Brunswick. To administer the OMR Work, BHOI has instituted a responsebased organization supported by three patrol districts. The corporate office has responsibility for: • Policy and procedures development; • Finance, fiscal management and control; • Engineering and contracts; • Corridor management and control; • Claims administration; • Information and communications; and • Quality assurance and audit compliance. BHOI utilizes an enterprise resource planning system to manage all key functions: Financial Reporting Procurement General Ledger Contract Management Accounts Payable Maintenance Management Accounts Receivable Asset tracking Job Costing/Project Management Work order dispatch/tracking Call Centre Management The system operates either as a standard Windows client or allows user functions to be presented through a web browser. It is configured to match a variety of business processes and has automated workflow capabilities. It also integrates with Microsoft Office (Outlook, Excel and Word) and web browsers. The power of the system lies in the integration of all core functions accessing a common database, allowing business decisions that are based on more accurate information. The J. D. Edwards One World Call Centre module is used to manage and monitor Operation Call Centre (OCC) activities. The OCC provides support services to highway users, operations and maintenance. More than a customer help desk, the OCC integrates contract administration, purchasing, preventive maintenance, administration, accident and incident tracking with work request receiving, dispatch and closing to create an efficient maintenance management operations hub. The concept behind this operations and maintenance management help desk is an end-to-end handling of customer requests. The OCC staff has the technical ability to address issues and work collaboratively with Area Managers to deliver timely, cost effective and appropriate response to service requests. The team of professionals covers shifts 24 hours 7 days a week. They are accessible via a toll-free number and supported by a single platform customer service application. This leading edge technology adds workflow automation tools and integrated voice response to reduce handling and delay of call dispatching and follow-up. The integration of purchasing and asset information into the workflow of the OCC produces efficiencies in administration of the payments and preventive maintenance recording processes surrounding the call taking activity.

Conference Paper Details

Session title:
Corbett, M
Poitras, R
Gorman-Asal, C
Construction, Maintenance and operations