USER JOURNEY - PICTS MOBILE
| Preperation | Safety | Technology | Client Interaction | Document | |
|---|---|---|---|---|---|
| Goals | To have complete historical knowledge of each client before contact. To have all related paperwork, forms, etc. for a home visit. To have all logistical and safety elements planned out. | Stay alive and well | To be able to use technology regardless of network connectivity. | Conduct positive client contact. | Update case information in PACTS with results from client contact. |
| Actions | Review caseload, identify clients to visit, gather all required documents, forms, and related materials for each client. Notify supervisor of clients being visited. Reserve G-car. Charge batteries, inspect all equipement. | Notify supervisor of clients being visited. Periodially notify spouse/partner of current whereabouts. Wear vest, carry firearm. Be accutely aware of surroundings. Observe location for any threats before conducting contact. | Most work is done with paper and then data is entered into PACTS at the office/or iPACTS at a safer location. | Meet with client at residence or other safer location. Observe residence, inspect for violations. Gather and update client data, upload photos, complete forms and related paperwork, assist with adhering to conditions of supervision. Collect urine sample if required. | Login to PACTS/iPACTS, find client, enter chronos, update contact information. Submit travel log and other related docs or reports. |
| Channels | PICTS Mobile, PACTS, iPACTS, DSS, Google Maps | Google Maps/streetview photos, PACTS Criminal History/Risk Level | PICTS Mobile, PACTS, iPACTS, DSS, Google Maps | PICTS Mobile, PACTS, iPACTS. | PACTS, iPACTS, Field App, PICTS Mobile, DSS |
| Challenges | Gathering a complete history of each client prior to home visit. | Hidden threats while on location, no physical assistance present, long wait times for emergency response. | Working offline in remote locations, battery life, device integrity | Access to remote areas can be difficult. Environmental factors like heat and humidity can be challenging. | Having to remember multiple logins to multiple applicatons to perform my data entry work. |
| Frustrations | Not being able to easily find client info, photos, location information. | Being in a remote location with no way to contact the outside world. | Not having access to client information while in the field. Missing data or paperwork. Can’t drive back to get that. | Having a client complete the paper assessment in the field and then having it come back as invalid after entering the data into risk assessment. | Loss of data, system hanging or crashing is the worst. |
| Feelings & Needs | Adequate preperation equals a higher sense of safety and security while in the field. | Would like the ablilty to have my location information shared in real-time. | Wants one device to do everything with syncing capability when online. | Need a faster way to administer the PICTS, on average it takes 45mins - 1hr to complete the paper version. | Wants to work remotely/offline but feel connected by having all documents and court data on the device. |
| Opportunites | Tools that help plan the most effective driving route and provide easy access to caseplan, chronos, and criminal history. | GPS trackers on G-cars would help better locate officers in need while at remote |
Tools that capture officer generated chronos and photo uploads while offline and provides real time location information to my supervisor(s). | Continued improvements to PICTS Mobile and the officers’ experience. Consider self service tools that require officers to travel less. | More voice to text options, shortcuts to common actions, better workflows for documenting our field work. |