· EvoPoint team
From scan to resolved: one report through the control room
We follow one drinks spill at a fictional arena, from the moment a visitor scans a poster to the PDF that records how it was handled.
Riverside Arena is made up, but every step below is how EvoPoint works today.
1. The scan
Half time, north concourse. A visitor sees a drink spilled near the top of the stairs. They scan the poster on the wall, pick Spill or cleaning, then Drink spill, add two photos and press send. Because they left an email address, they get a reference and a tracking link.
2. The queue
The report appears in the live queue straight away, tagged with the site, the location and how it came in. The controller on shift opens it and sees the description, the photos and the pin on the arena floor plan.
3. Dispatch
On the dispatch board the controller has three options:
- Nearest picks the closest free contractor at that site, using their live position, or their home base if there is no live fix.
- Round-robin shares jobs out in turn among the contractors who are free.
- Pick lets the controller choose someone by hand.
Free means clocked in at that site, not on a break and not already on a job, so nobody gets a second job while they are dealing with the first.
4. The clock starts
The response clock starts at assignment, with a warning before the deadline. If the deadline passes, controllers and the company admin are told in the app and by email.
5. On the floor
The job appears in the contractor's mobile app. They mark it in progress, pause it if they are waiting on something, then mark it resolved. Meanwhile the visitor's tracking page moves along by itself.
6. The record
Every change is on the incident's timeline, with its time and who made it. The PDF report shows when the spill was reported, acknowledged and resolved, how long each step took, who handled it and how it was assigned, with the photos at the end.
Nobody had to write anything up afterwards. The record built itself as the incident happened.