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The Future of Mobile Computing for Utility Field Workforces
Steven A. Radice, Director, Utility Consulting
Vancouver, Canada
Chicago, USA
Reading, UK
MDSI
Employees: 325 Founded: 1993 2003 Rev: $47M Public Co: NASDAQ: MDSI
TSX: MMD
Pretoria, SA
Paris, FR
Sydney, AU
Copenhagen, DK
Dallas Philadelphia
Denver Detroit
Business
Mobile Workforce Management (WFM) An enterprise-wide business function Manages the creation, dispatch, and completion of work
(scheduled or not) assigned to field personnel Workforce operates hardware that typically communicates over
wireless networks (either public or private)
Advantex
Inspection &Maintenance
Repair
Service
Construction
WirelessWork Orders
CIS AMOMS
Enterprise Apps.
Growth
Distribution
Management System
Distribution Planning
System
CIS/CRMCIS/CRM Geographic Information System
Work Management System
Work Design
Outage
Management
Benefits•Improved customer service
•Increased labor productivity
•Reduced drive time•Eliminated paperwork•Reduced voice radio•Reduced overtime•Reduced data entry
Functions
•Dispatching/job monitoring
•Work load assignment/leveling
•Appointment commitments
•Status and completion reporting
•Field resource management
•Real-time information flow
Inspection and
Maintenance
Call Center
Customer Service
Mobile Data/Mobile Workforce Management
Key Benefits and Measures
Complete more jobs 10 - 20% more
Drive shorter distances10 - 15% less
Meet more appointments 20 - 30% more
Employ fewer dispatchers 50 - 80% reduction
Fewer dispatch centers 50 - 90% reduction
Fewer data entry clerks 50 - 80% reduction
Reduce overtime 40 - 60% decrease
Key Benefits and Measures
Lower customer churn 35 - 50% better
Shorten time to provision service 20 - 40% reduction
Increase service availability 20 - 40% increase
Increase up selling 10 - 25% increase
Improve customer data quality 95% fewer errors
Increase employee satisfaction 25 - 50% increase
Mobile Workforce Management Solution Today
Established and acceptedOver 300 utilities worldwideIn-place wireless communications networks including private, public, RF, CDPD, satellite2-way interfaces to multiple source systemsAchieving return on investmentMobile terminals from 4-6 vendors
What’s Next? A Client Excerpt: Mission of Project
1. Confirm & prioritize the business requirementsDefine business requirements for the selected processes to inform subsequent sourcing activities
2. Process flow optimization Gain experience to optimize and verify the ‘To Be’ processes.
3. Evaluate application capabilityUnderstand the capabilities of the applications available to understand how closely they meet withOur requirements and to finalize specification.
4. Identify business benefits of mobile workforce management – tangible & intangible -
Explore new ways of working in the field, and assess the impact on both field, office and support staff
5. Identify “softer” benefits to individual usersExplore ways in which the solution can improve a user’s personal job and performance
6. Develop Implementation approachInform approach for rollout sequence, training, communications
7. Simulate business interest and involvementPresent the opportunities to the business
Long Cycle• Multiple days per job• Highly planned
Short Cycle• Multiple Jobs per day• Reactive planning
Planned Work• Large crews• Significant Field based • Complex data• Designed & Planned
Un Planned Work• Small crews• Simple Data• Real Time update
Metering
Maintenance Repair ,
Switching, Unplanned Outage
Customer Services, Gas
Leak, Tree Trimming, Outdoor
Lighting
Inspection, Testing,
Survey, Gas Leak survey
Planned Outage
Tree
–
Trim
min
g
Capital Construction
Core Business Work Types
D. Enterprise Mobile Workforce Management - 2004
A Utility Mobile Workforce Management Scenario
Merger of Blue Gas Company and Sky Electric Company formed Blue Sky Gas and ElectricJoe Turner; Senior Field TechnicianHas had in-depth cross training in:
-Field operations-End-use of technology tools-CRM techniques
Considerable investment in JoeFocus on customer service/efficiency
A Utility Mobile Workforce Management Scenario
Joe leaves from home; loaded MDT at 7am with work received via Internet or dial-up/cable modem/DSL lineVariety of service and AM work; some filler, some appointmentsAssigned to a bounded territory with backup areasWork is already logically routed but he can change it as neededClicks icon to see his first order, its GIS map and asset attributes, and needed materials for order
A Utility Mobile Workforce Management Scenario
First call in new subdivision is a firm appointment; clicks land-based map on the MDT to see location and best routeMeets owner at 8am to turn-on powerSafety check of house and appliances before turn-on; turns power on; does inventory of all load-bearing devicesWasher but no dryerOwner says she bought from Blue Sky but doesn’t know ship date
A Utility Mobile Workforce Management Scenario
Returns to truck and uses his MDT to access (via wireless) Blue Sky Intranet sitePages through appliance offerings, clicks hot links for order statusDownloads info to CE device; brings it into house for owner reviewCompletes install appointment on PDA/MDTAlso completes turn-on order details
A Utility Mobile Workforce Management Scenario
Leaves house; has just received an AM order due today that another tech could not get to because of emergencyJoe arrives; clicks for GIS representation of asset location and attributesClicks for the inspection and safety procedure for that equipmentConducts inspection; enters results and a minor deficiency; creates work order for follow-upPhotographs with digital camera; attaches to order
A Utility Mobile Workforce Management Scenario
Next order nearby: install short length of pipe in ditch previously dugConsults GIS drawing of site designDoes work; reflects as-built to update GIS; also notes redline correction of locationUse of parts is reflected in order completion for materials replenishmentHis order status is communicated real-timeHis timesheet is automatically completed as he goesNext order just came in, from OMSAnd so on …
# Type Source Location Comments
1 Service CIS A Closest to barn2 Meter Replace AM A Order Aggregation3 Service CRM B Next closest4 Appointment CIS/ABS C 1-hour window5 WMS Task WMS D Task/Complex6 Outage (local) OMS J Re-routed from here7 Service CIS I Re-read8 Lunch KFC H Unavailable status9 Service CIS G Turn-off10 Meter Insp. AM F Filler job11 Substation Maint AM E Filler job12 Return Barn or home
Joe Turner’s EWFM Scheduling Results A-J; Actual
EWFM Scope
OutageOutageManagementManagement
EWFMEWFM
Work Work ManagementManagement
InventoryInventory
ManagementManagement
MaintenanceMaintenanceAsset Asset ManagementManagement
EnterpriseEnterpriseApplicationsApplications
CRMCRMBilling SystemBilling System
GISGISCall TakingCall Taking
MobileMobileGISGIS
Network Outage/Fault
Detected
DispatchOutage / Repair
Work to Field
Plan Future Repairs
to Network
Create and Schedule Future Work
Track Consumable Parts on the Vehicle Scheduling checks for parts
Update Systems with Information
from the Field
Schedule Maintenance
of Assets
Update Asset Database with
Information from the Field
Update Enterprise
Applications
EWFM Progression
3 Generations Discovery: 1988 -1992 Expansion: 1993 - 2002 Evolution to Enterprise-level Integrated Field
Resource Management: 2003 - ? Movement from a single purpose “siloized”
system to an enterprise wide foundation solution
Thank You!
Steven A. Radice, Director, Utility Consulting