10 Things Your Facilities Team Must Do to Rock with BIM 360 Ops

ADRIAN KOREN: Hello, everyone. The thing says we're supposed to get started, so we're going to get started. Welcome, everyone and thank you for coming to this presentation, especially thank you for skipping the keynote. We don't have any laser show for you here, but we do have some cool stuff to talk about. I'm Adrian Koren. I'm the lead developer of BIM 360 Ops.

JESSICA SMITH: And I'm Jessica Smith. Well, it says facilities ninja and I would love to say that's my actual title, I'm an administrative specialist for facilities out of Boston. And I support the BIM 360 Ops team out of that office.

ADRIAN KOREN: So Jessica's actually been working with the Ops team, really, since the beginning, making sure we're solving the right problems. And earlier this year, we did a rollout to most of the major Autodesk offices worldwide, and Jess was a coordinator of that. So she knows more about using Ops than anyone else in the world.

So we're here to talk about 10 things that your facilities team must do to rock with BIM 360 Ops. Let's go the right direction. Let me use this. If you follow these instructions, you can actually get started with it. We'll come back to that slide a little bit later.

This is a bunch of words. So before I get started about what you do with Ops, I want to tell you a little bit about what Ops is. How many of you here have actually used Ops so far, tried it? Most of you. So I'm going to keep this really quick.

What is Ops? Well, a few years ago, we started the Ops project, and we went and asked, what is the problem that needs to be solved? And what we found is a lot of people were using software to do ops. Actually, a lot of people weren't using any software. A lot of people were using software, but it wasn't solving the right problems.

In particular, it was focused on the guy sitting at the office, typing at his desk. And it was leaving out someone very important, the technician out in the field, in the basement, knee deep in water trying to fix a leak. They were not really involved, or it was added as an afterthought. And we thought that what we really need to do is we need to solve the problem for the people out in the field, which means making a mobile-first application that gives the data that people need, puts it in their hands while they're out working, solving problems and maintaining the building.

So a couple of things that we saw that were serious issues was that it typically took 12 to 18 months for someone to get started maintaining a building. And if you have to change a filter every three weeks, that's already a nonstarter. So we solved this problem, and there were a couple of aspects to this. One is that we improved the handover process.

So if you're building a building with-- if you've designed it with Revit, if you've built it with BIM 360, you can export immediately and get all of the data into Ops on day one. If you attended the handover program that we did yesterday, you found out all about that. We're not going to be talking a lot about that today, but if you want to go ahead and look at the video.

The other thing we found was that a lot of these tools were not being used effectively, because they were so complicated that it took months of training and, often, training didn't even stick. So there were these elaborate systems that were just not being used at all. And so we thought what we really need to do is get a tool that can be used right away, can set up right away, gets in the hands of the people who are out in the field and is easy enough for them to use that they don't need any training. And they just go out there and start maintaining the building.

If we can do that, we can improve the way buildings are maintained, and that's the promise of Ops. And that's what we're going be talking about today is how to take advantage of Ops to really get the most out of it. So three broad topics we're going to be talking about today. One is, how to get good ticket information, because you can't fix what you don't know about.

Secondly is, how to resolve those tickets in a really efficient way. And then thirdly, how to use Ops to continuously improve your process and making you better at maintaining your building year after year. And let's start with getting good tickets. And I want to tell you a story about a customer that I encountered just a few weeks ago who was using Ops.

He was a principal at a school, and he was telling a story about how he reported facilities issues prior to using Ops. And it like this. He would walk around. And he'd see a problem, take out a piece of paper, and he'd write it down, take the piece of paper and put it in his pocket. At some point, he'd go back to his office and forget about the problem, and he'd lose the piece of paper.

That's not really a great way to do it. So one of the things that we do-- we talked about how we brought technicians right into the system. But what we also do is we bring occupants right into the system, so that occupants can join Ops as users and can file tickets directly into the system. By doing that, you get information from your users, good information about what their problems are, so you can solve them.

And now, I'm going to switch to a demo, and we're going to see-- in this case, a user has joined the system, and this is what they're seeing. And the important thing to note is that they are seeing a list of the most common problems that are current in the building. And I'm hot, and I'm cold are perennial favorites. We always hear complaints about that.

The rest may vary from building to building, so these can be customized. And so out of the box, you'll see that no internet is one of the things that we encounter a lot. But not all facilities teams deal with internet problems. Jess, do you deal with internet at Autodesk?

JESSICA SMITH: No, that's managed by a separate team.

ADRIAN KOREN: So one of the things we do is we customize it. We took that out. But in this case, we have an office where they drink a lot of coffee, and they're also very clumsy. So we've added an option here called Coffee Spill. And I'm going to click on that now, because I just spilled my coffee.

And we're going to file a ticket. And normally, spilling coffee is not a safety issue, but I spilled it on the stairs. Someone might slip, so I'm going to hit this button that's called Safety. This is an example of a category, and I'll be talking about categories a little bit later on.

The other thing I'm going to do is I'm going to report exactly where I spilled it. I said I spilled it on the stairs, and so I've entered this. And you saw that as I typed, it suggested a completion, so that I could put in exactly where the spill occurred so that we can find it. And getting the exact location of problems is really a great way that occupants can help facilities teams solve problems quickly and not have to go looking for them. And Jess is going to tell us more about how Autodesk has set that up.

JESSICA SMITH: So for certain teams when we rolled out to the x number of buildings for our portfolio, we let the teams decide if they wanted to do an import like the one you see on the Excel sheet on the screen, or they could type right in. You're not restricted to this. So the cool thing is that if you look at the screen, you can do floor, room number, the name, and then the descriptions.

So if you have different types of rooms, you can filter by that. Once you upload it, you'll see the example of what a location looks like in a list when it's expanded. In that location, you can see associated ticket, so you can see what's going on in the room, what's broken. Is there something really common going on that should be addressed?

And then you can also see associated assets. That's really helpful if you need to know what's in a space in terms of maintenance. Kitchen, obviously, has a lot of equipment, coffee machines, espresso machines, water machines, plumbing. However detailed or granular you wish to get, you can do that. Where'd it go?

ADRIAN KOREN: It went too far. Is this the one you want?

JESSICA SMITH: Yes. So the awesome thing about locations is that they're really malleable, so that you can customize them to your building. The really awesome thing it can do for occupants is it can improve communication between you and your employees or occupants.

So if somebody is in a room, A/V goes out, TV works, spills a cup of coffee, in the location, if you type in either the number or the name, it will give them auto suggestions. And then they can select the location. So you know right away where the problem is. You get notified. You can go address the ticket. It gets resolved faster.

ADRIAN KOREN: So we were talking about how to make it easy for occupants to get information into this and report problems. And it's pretty easy to click on those quick tickets, what we call the I'm hot, I'm cold. But there's actually something easier. And I don't know how many of you saw the button that was sitting outside when you walked in. It had a little label on it that said, do not push.

Did any of you push that button? I know many of you came in before that was actually out there. If you pushed that button, you actually filed a ticket-- assuming the Wi-Fi was working, which it was not really cooperating all that well today. But we've got a few of them here. So with this device, the Dash Button-- and what are we going to do with the Dash Button when we get it back to the office?

JESSICA SMITH: So in our office, our printers run out of paper a lot, and people come up to us because looking for paper is more time consuming than coming to find facilities. So we can put this button on the printer, and it will say, do not push. But the printer's out of paper. If they push it, it'll file a ticket. We get notified, and we can, again, get to the problem sooner. We know where it is.

ADRIAN KOREN: So you can see in this case that I think we probably would have gotten more if the Wi-Fi were working better, but users-- whoever pushed the button filed a bunch of tickets. We've got a bunch of reports. So you can imagine with this Dash Button-- and this actually-- there's not just the Dash Button for Amazon, there are a whole bunch of IT devices, and they can be configured to file tickets.

Like with the printer, you just put these buttons throughout your office, and people can just push a button, and the tickets appear. Are there any questions about getting good tickets so far? One in the back there.

AUDIENCE: [INAUDIBLE]

ADRIAN KOREN: Where does the content come from? So the phrase, the printer's out of paper? It depends on the exact button you're using. In some cases, these buttons can be configured to send out an email. The exact format of the email contains information about what building, and even what asset it's associated with and the contents of the email--

AUDIENCE: [INAUDIBLE]

ADRIAN KOREN: Well, the way I've configured this particular button, if you push it once, it just reports, printer's out of paper. If you double click it, I think I set it up to report a paper jam. And so you can configure it to be whatever you want. If you don't think users are going to figure out double click which isn't always obvious, you could have multiple buttons set up, and you just configure them to report whatever issue you want.

And of course, there's always the option of going into the app itself and filing tickets that way. If the printer is on fire, and you don't actually have an option for-- a button for that. Actually, maybe in that case, call 911.

[LAUGHTER]

JESSICA SMITH: We have fire extinguishers in our copy print rooms.

ADRIAN KOREN: So from here, we are going to move on to talking about resolving a ticket. And so we've got the tickets, and then we want to show you how we can use Ops to very efficiently get these problems resolved. And we're going to start with the example that we had here where a whole bunch of people have reported that a printer's out of paper.

Now, these aren't five separate issues. This is actually one issue that five people have reported, and so we don't really want to manage this as five separate issues. And so we can actually make it easier for us to manage that by grouping them into a single issue. I'm going to demonstrate that here by selecting-- I'm going to select three of them. I probably should select all of them, but just for now, I'm going to group three of them.

And I've now created a parent ticket that collects the information for all three of them. In this case, somebody filed a photo, So maybe if you have a bunch of people reporting that the power is out-- I think there was one case where somebody actually was reporting that the heat was out in a building, so several people posted photos of them huddling together with their blankets on. It was a cool photo.

All of these are being put together, so you can access them all from the parent ticket. So the technician who's working on it can see all the information he needs right from the parent ticket. And this means that you're just managing a single ticket. So in this case, I'm going to go ahead, and I'm going to spend 30 minutes trying to put paper in the printer. And I guess it's really complicated. It's a 40 printer, so it took me a lot of time to set it up and, actually, couldn't figure it out.

You can see that I'm now assigned. If you look over here, I've been assigned to this just by virtue of adding minutes to it. But I actually need some help, so I'm going to ask Maura to help with this. And she's going to spend 15 minutes, and that's all she needs to do it.

And so what you can see here is that by managing one ticket instead of five, all the information that we need to track the ticket later on when we want to find out, what did we do this week, it's all in one place. It's much easier to deal with when we don't have lots of tickets all over the place. Now, the other thing I'm going to do to this-- we talked about managing a whole bunch of tickets that are all the same, but usually, you're getting a lot of different kind of tickets. You still need to manage them.

And one way to do that is to categorize them properly. In this case, I'm going to add a category to this called printer, and that will allow us to track different types of categories. There's a lot of things you can do with categories. And Jess, why don't you tell us about what Autodesk does to take advantage of categories.

JESSICA SMITH: So we had to lock down categories for Autodesk, because as you can imagine, if you have hundreds of employees coming in saying-- so let's say we have a spill. I might think that's cleaning. Someone might think that's EH&S, because someone can slip and fall. So we ended up with-- before we locked them down-- 515 categories across our whole portfolio. So you can imagine that was a bit of a surprise when we went in and saw that.

So what we did is we locked them down. As a team, we decided, what are the most effective categories to-- what do we want to know? And you can customize these. So we can go in and choose the x number of categories that you want to track and know about and know where your team's time is being spent.

So what this also does-- and I'll show you pictures of this in a few minutes-- but it helps a lot with reporting, so you can see where your team's time is being spent. If I spend 15 minutes doing something but Adrian spends a half an hour, we can see those differences in the CSV file you'll see in a few minutes. You can also categorize assets, so you can see how many of what kind of asset you have in each.

You can do it by space. If you can assign it to a technician, you'll see who's responsible for that asset. We have a facilities coordinator. He primarily deals with mechanical equipment or HVAC, air handlers, stuff like that. Other things you can categorize is contacts. Now, this has been really useful for our security team. So they globally have to manage tickets for security.

They can go in. We can set a category up on their contact. They can filter by my categories, and then they only see category tickets-- or excuse me, security tickets for them. So it helps weed out some of the things that wouldn't necessarily concern them. And then if you guys want to know what happens when you don't lock down categories, this is what it looks like.

The graph that you're seeing doesn't even generate, which isn't really helpful visually for anybody. You don't really know what's going on. It's not useful. Not to mention, there's one of two pages of categories, so you don't really know where things are happening, how they're happening. But once you lock them down, they look great.

You can see that each of the technicians-- you can see where they're spending their time, what issues they're resolving or involved with. We do events in my office a lot. I spent a lot of the time with events. It's not necessarily an issue, but we dedicate time to that. So we want to know how much time is being spent on those things. Yes.

AUDIENCE: [INAUDIBLE]

JESSICA SMITH: So as a team, we said, hey, guys we're going to do this. We need you to do this to make it effective. So each team was given the information, and we said, fill this out. What is useful to you? Because it's very customizable by building.

They gave it back to us. We went through it to make sure that it met our standards, and then we uploaded it. So and then you're going to talk about what we use filters for.

ADRIAN KOREN: So we talked a lot about some of the things you can do with categories. I'm going to dive into a couple of specific areas where categories help drive other types of functionality, and one of these has to do with filters. So one way you might be dividing up the work in a building is that you have a manager at each building, and each manager is responsible for the tickets within that building. And that works great for some places.

But if you have, say, a university where you have 150 buildings, you don't have a separate manager at each building, but you might have shop managers. You might have someone who's responsible for the electrical shop across 50 or all your buildings, and someone else is responsible for plumbing. And so you can use categories to ensure that we provide the right information to each manager.

And as an example of that, I'm going to switch to here. And we have a user here who is an electrical manager, and so he's responsible for all of the electrical tickets throughout the entire portfolio. And so he is using the My Categories filter. He is marked as an electrician, and so he automatically sees everything that is an electrical category, which, in this case, is these two tickets. Everything else he doesn't need to know about, usually.

But in this case, you can see that I also have a filter marked Wednesday, And today is Wednesday, so I'm going to switch to that. And what does that mean? Well, now bear with me on this slightly contrived example. In this portfolio, in addition to the electrical stuff, we have a hall of presidents.

And in that hall of presidents, we have audio animatronic presidents who go and lecture kids about history. And we have an animatronic expert, and he takes care of those. Except on Wednesday, it's his day off. So on Wednesdays, the electrical manager is also responsible for handling the animatronic tickets. So on Wednesdays, instead of using his My Categories filter, he's going to switch to the Wednesday filter, which is set up to show both types of tickets.

And now, if I look at the list of tickets, you can see that he's getting both types. And it's a good thing he's looking at this, because, apparently, Calvin Coolidge is misbehaving. So we're going to go and resolve that. So by using categories and by setting up the filters that we need for our work, individual managers can see exactly what they need to deal with on that day and not be overwhelmed, perhaps, by hundreds of tickets that they don't care about.

Now, another way that we use categories-- now, before I get into that-- that works well if you have a large group of buildings that are all geographically confined where people work across buildings. Autodesk is very different. It's an international company. How do we use filters?

JESSICA SMITH: So we based it on geo, so we have EMEA, Americas, APAC. So we broke down our buildings by geolocation. So if we have a facilities regional manager who's only concerned with buildings in EMEA, they can filter by EMEA.

If they, like myself, are in Americas, I can filter by Americas. So it really helps weed out what you don't need to see, because, obviously, if I'm not in Europe or in Asia, I don't really need to be trying to solve tickets over there. It just helps really help your team focus on what they really should be working on.

ADRIAN KOREN: So we've filtered the tickets. Now, we're going to take a look at another way that we apply categories and that is with service level agreements, which are ways we formalize the process for dealing with certain types of issues. Not every group needs to use service level agreements. I know that Autodesk does not use them. But for many other of our customers, service level agreements are really at the core of their process.

And service level agreements are a fairly complicated topic. We could spend an hour just talking about things you can do with service level agreements, but I want to focus on a couple of uses that combines some of the topics we've already discussed today. So we're going to go into an example here. And I'm going to go here, and I'm going to start by creating a ticket.

And I'm going to create a ticket and say, please clean up the spill. And so we've seen a coffee spill earlier. This is no big deal. If I go to the service level agreements here, you can see that we have a janitorial service level agreement. So I could select that, and all the processes and policies that are appropriate for a janitorial problem will be applied to this ticket.

But in this case, it's actually a little more complicated, because I'm going to enter the location. We've seen how we can set up locations in advance. In this case, it's actually a laboratory. So I select the laboratory. You see that the category that we've applied to that room is now being applied to the ticket. So this is a laboratory ticket.

And when you have a spill in a laboratory, it might not be coffee. It might be hydrochloric acid, and that needs to be cleaned up pretty quickly. Now, if I go look at the service level agreements now, you can see that I'm now not just looking at the general service level agreements. I'm looking at the service level agreements that are specific to laboratories, and one of them is chemical spills. And since I've spilled hydrochloric acid, I'm going to select that.

And you can see now that because I've selected that service level agreement, it selected a very urgent priority. This is a custom priority that we've set up earlier. So it's going to require that we fix this ticket very quickly. I've also added a category here as a result of this, because hydrochloric acid is a safety spill. So remember we saw the safety category earlier, here it is back again for something that's really a safety issue.

So by using categories appropriately on our locations, we can drive the selection of service level agreements, so we can make sure that the correct processes are followed for each type of incident that you encounter. In this case, you really don't want to follow the coffee procedure for a serious chemical spill. So we're going to submit this. And you can see that this is due-- this is Eastern time on here-- but this is due in about 15 minutes, because we don't want to muck around with this.

And we're going be really glad to have this resolved. And so speaking of resolutions, this gets to the final piece that's important when resolving a ticket, and that is making sure that the people at the beginning find out about it at the end. So we've brought occupants in at the very beginning. They filed the tickets. We want to make sure that we let them know, so that they can act on that, and we can get credit.

The facilities team can find out-- can get the credit they give for doing a good job, and that we can get the appreciation they need, because everyone likes a little appreciation. So let's see how we can make sure that we get the information we need to the occupants who originally filed the tickets. And we've seen some examples of this already. By using a group ticket at the beginning when we put the paper in the printer, everyone who filed a ticket can get notified that it's been resolved.

Let's look at a couple of more complex examples. So I'm sitting at my desk, and a director comes over. And he's kind of a big shot, and he said to me, I've got a meeting in the conference room. It's really important, and the phone system isn't working. Can you take care of this right away?

Now, I could tell him, well, look, you've got Ops on your phone or on your desk, just go back and file a ticket. But he's kind of a big shot. I don't want to say that to him. And I'm sitting at my desk anyway. I've got it up in front of me, so I can file here, please fix the phone system.

But I want to make sure that he's associated with this ticket, because I want him to know when this is resolved, so that he can go back to his desk and look at Ops and see the ticket and see that it's been fixed. And he can go ahead with his meeting. So I'm going to change the Created By. This is called filing a ticket on behalf. So it's not really me who's creating a ticket. It's Bob.

So Bob is now listed as the creator of the ticket. He will now find out-- and also, if we want to do a report at some point to find out who the big complainers in the office, his name will show up there too. See now, he's going to find out when we resolve the phone system.

But something else is going to happen while we're talking to Bob, which is that the CEO is going to come over to our desk. And she's really upset, because she has a conference call with shareholders later that day. And she was planning on using this same meeting room, and she can't do this if the phone system is down. So she's going to need us to either fix that, or she's going to have to find another room.

We need to make sure that she's also on this list. And we could create a separate ticket. We could do a group ticket, but let's do it an easier way. We're going to add her as a watcher. So I'm going to go over here, and you can see that I've been added as a watcher already. Since I filed the ticket on behalf of someone else, it assumes that I'd probably want to find out. In this case, I don't really need to know, so I'm going to remove that.

But I'm going to add the CEO. And so now, the CEO is associated with this. This means that if she logs into Ops, she'll see the ticket. And when it's resolved, she will find out about it. And she'll be happy and be able to go on with her meeting. And so in fact, in this case, we're going to go ahead-- turns out that when Bob was mucking around, he just unplugged it. So it took 15 minutes to fix.

Let me submit it, get it in the system. Now, I'm going to mark it as completed, and now it shows up in the system as being done. Bob is happy. He can have his meeting. The CEO is happy. She can have her conference call with shareholders. And the facilities team gets a lot of praise for a job well done in saving the day.

So we've now seen a ticket that's gone from being filed by an occupant, going through the system being categorized correctly, being viewed by a manager who's got the right filters set up and then being fixed and the information being sent back to the occupant. It's a very simple lifecycle, and everyone has the information they need when they need it. At this point, I'm going to stop and take some questions. I see--

AUDIENCE: So an end user creates a ticket-- [AUDIO OUT] how does it get assigned-- [AUDIO OUT]

ADRIAN KOREN: So typically when you first enter a ticket, it goes into the open state, and a manager or co-owner of the roles that are the administrative roles-- and they're going to get-- one of the things they can see from their dashboard if we go to-- here's an example of this initial dashboard-- there's this new panel. These were all the tickets that have come in that have not been assigned to anyone.

So as part of their job, as part of the day, they're going to regularly look at this list. In some cases, there's actually a dispatcher whose job is to sit and look at these. They'll read the ticket, make sure all the information is there, add categories, add SLAs as appropriate and then dispatch it to the appropriate technician. So that's a typical workflow for something like this is that there's someone who has that role, which is to send it to the right person.

AUDIENCE: Can you associate [INAUDIBLE] to checklists where you could have a certain type is submitted it automatically [AUDIO OUT] checklist to make sure [AUDIO OUT]

ADRIAN KOREN: So the question is, can you associate a ticket with a checklist? The dispatcher that I was just talking about can add checklists, so that if there's a policy that says, when you do this, apply the checklist. More commonly, if you have preventive maintenance-- which we showed at the class yesterday, and I'm not going to be going into today-- you could have tickets that are automatically generated.

For example, you need to grease the pump once a month. And you can set it up so that when those tickets are generated, say, one week in advance of the due date, it has a checklist associated. And that's a common scenario where you want to make sure that all the correct steps are being filed for doing the preventive maintenance. And so that's the case where we would automatically create the checklist. Question over here?

AUDIENCE: [AUDIO OUT]

--illustrate the urgency

[AUDIO OUT] [INAUDIBLE]

ADRIAN KOREN: Well, there are a couple of things that you can do. One is that you can-- there are a lot of ways that you can sort this information. So a very common thing to do might be to sort like this. You can see that they're actually all urgent, which isn't all that helpful. So someone who has been managing this everyday can see the urgent tickets go to the top.

For the most urgent tickets, you can set up so that you could get SMS notifications. So that in the case of a chemical spill, the facilities manager will get a-- his phone will bing, and he'll say, I'd better deal with this. And there's also reporting, which allows you to see graphs. And those will allow you to zero in on your urgent tickets or your urgent tickets in a specific building. And we're going to be seeing more about reporting a little bit later in this presentation.

JESSICA SMITH: And to add to that, you can set up notifications on your phone if you're a manager or higher saying for your buildings, you'll get notified when tickets are submitted.

ADRIAN KOREN: Question over here.

AUDIENCE: [INAUDIBLE] come back and you say, [AUDIO OUT]

[INAUDIBLE]

ADRIAN KOREN: So one of the things that we do have, again, the manager who's looking at this can look at the overdue page here. And so they can keep an eye on this throughout their day and see that overdue tickets-- that there's three or four overdue tickets. The chemical spill is kind of an extreme example, and it's not what we typically see. More likely, it's due in a day or in a couple of days. That's far more common.

But it's something that, again, a manager starting his day will probably go to this page, and they'll get a pretty clear indication. If they see there's 10 overdue tickets in one building, they probably need to find out why the overdue tickets are piling up. And so it's available pretty clearly from here.

AUDIENCE: [INAUDIBLE]

ADRIAN KOREN: Right now, we don't have a way of notifying it. We find that the dispatcher, the managers are looking at this page throughout their day. So they are seeing the information that they need. So that they are finding it out quickly enough and responding to it. A question back here.

AUDIENCE: [AUDIO OUT]

[INAUDIBLE]

ADRIAN KOREN: If you export-- and this is something that I recommend you look at the-- watch the replay of the handover presentation we did yesterday. That talks about getting information from Revit and Field into our system. It allows you to bring asset information. It also does bring room information, so you can set up your rooms by doing that export and setting up your rooms by doing that. Is that--

AUDIENCE: [INAUDIBLE]

[AUDIO OUT]

ADRIAN KOREN: Sorry, could you repeat--

AUDIENCE: [INAUDIBLE]

ADRIAN KOREN: So the way we find that technicians typically use the 3D model is a little bit different from the way it's used during construction. That when you actually have the building there, you don't need the 3D model to visualize or to navigate. And typically, they know where things are.

What we find that they use the model for-- and this is something that you can do from here-- is if you're looking at a specific asset, you want to see the model-- see the asset in context, so you can find out, what is it connecting to? What might be in the way? What tools might I need to access it? And so that's the kind of thing that we provide in the 3D model.

What we find is that technicians don't usually look at information that way. They know where the rooms are. And they go to the list, and they can look at the list that way. And we find that that's really how technicians and managers tend to work. Are there any more questions?

So we're going to go on to our final topic. That means switching back to here. And we're going to talk about how we can use Ops for continuous improvement, and Jess is going to take it from here.

JESSICA SMITH: So one thing that I'm sure some of you have run into, when you move into a building, it's great. Everything is new. Everything should work. A year later, you need to update some things. How do you manage the assets? So it's really nice-- before that, we're going to get into how you can view your reporting and tickets and stuff.

So if you look at the graph, you can see that this is sorted by technician. You can see how many tickets that technician has done. This graph is for all time. You can customize your timeframe and see 30 days, last quarter, from when the building opened, because all time will be the entire portfolio's lifetime.

If you roll over the bar graph, you can see that there's 850 tickets for that person. If you click on that graph or that bar, it will actually bring you to a list of those tickets only, which can be handy if you don't want to see however many tickets. If you have a large building and you have thousands of tickets, you probably don't want to sift through all of them.

Again, another example of a graph. You can sort your graph by location, so you can see where your tickets are going by floor, which can be nice. We have a machine shop in our office. We can see how many tickets are going down there versus our office space, which, is it based on conference rooms? You can really see that information in the graphs.

So this is a really popular option. In terms of reporting, we like to know, because some of our bosses aren't in our building. They're in California. We work with people in Montreal. We want to see things, and we want to make sure that we can visualize them. So you can print the graph as you see it on the screen.

Most of the time, there are names. So you only saw by name, but you will see all of your teams' name. You can download a CSV. You can take the CSV file, manipulate it, run pivot tables and really get down to the nitty gritty, see where your teams' time is really being spent, download PNG if you need it for a presentation in Save View.

And this is really important, because if you click Save View below where you see the graph, you're going to see some tiles. And when you save those tiles, you saved that report. So if you want to run a report once a week, you don't have to remember what you did. You can just click the tile, and you'll be able to see that view.

If you also look, there's an at symbol. That at symbol will allow you to choose a frequency of which that report will run. You'll get an email overnight with a link, and you can see the report that way. So it really does help you stay on top of what's going on in the building without having to put in forethought of, I really like this report, but what did I actually do to get there?

It's all there. It's very simple, straightforward, allows you to tell your guys, hey, guys, why is this still not done? Why is the TV in this conference room not working? You can see that the frequency of how quickly things are getting assigned and completed.

So as I was talking about, you have assets. Sometimes assets break, and you have to replace-- we had an instance where we have tablets, and three of them started to expand. And we had a bulk fix we had to do. In this case, for mechanical stuff, I'm sure you guys have to change filters and do things. So if you look at this list, you can see it's the example template that comes off of the site.

If you click the Add button, you can click the little paper icon, and you get this example. You can see the asset ID, what we named it, category-- if you choose to do categories, which I really recommend you do-- your asset status-- sometimes you have things in storage not being used. You can have it in there, so you know you have it, but it's not necessarily being used-- room number and such.

So you have this. And that same Add button, you can import from CSV, and then it looks just like it is on the screen there for the mobile device. And you can also see the list of them in the web app, but this is more handy. If you're out in the field, you can pull up the asset and submit a ticket. And you don't have to go back to your computer and possibly lose a piece of paper.

You really get that in time, I need to get this done. It's blowing hot air, and it's 90 degrees outside. And we don't want any of that. The nice thing too is that if you save this list, you can if you keep the asset IDs the same. But let's say you change out a bunch of stuff.

You can change the asset status, and you upload it. It will match apples to apples with the asset ID. It'll update everything without deleting or changing too many things. This happens a lot. If you get manuals, you don't want to lose manuals. You don't have to get rid of it like decommission an asset and open a new one. You don't have to do any of that. It's one import, and it saves you a ton of time. Yes.

AUDIENCE: [AUDIO OUT]

[INAUDIBLE]

JESSICA SMITH: Reporting is done through the web app. The mobile app is more for submitting tickets in the field. I'm standing. There's a pipe leaking. I really want to get that ticket in, get it resolved. Any other questions? Yes.

AUDIENCE: [INAUDIBLE]

[AUDIO OUT]

ADRIAN KOREN: So as we presented in the handover project yesterday, if you have equipment in Field or in Revit and it's been commissioned, and you have a lot of information in it including documents and lots of other information about it, in a matter of minutes, you can take that information from Field. In fact, I may have-- I'm not going to run through an example here, but I'm just going to show you where you can find it.

This is Field here, and there's an option right there that says, Export to BIM 360 Ops. Just by selecting Equipment here and then pushing that button, your information shows up.

AUDIENCE: [AUDIO OUT]

ADRIAN KOREN: Anything that the facilities team-- and this is something we repeated a couple of times in the handover class. I'm going to repeat it again now. You do want to be careful not to export too much stuff, because there's a lot of stuff that's important during construction that's not important during facilities management, like doorknobs. You don't do maintenance on doorknobs. You don't export 10,000 doorknobs, which is something that has happened.