Optimizing field operations through mobile workforce management Otimizando operações de campo através de gerenciamento da força de trabalho móvel Leo

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1 Optimizing field operations through mobile workforce management Otimizando operações de campo através de gerenciamento da força de trabalho móvel Leo Hagood

2 Optimizing field operations through mobile workforce management Leo Hagood, SPL WorldGroup, USA SPL would like to present the benefits of implementing a Mobile Workforce Management Solution. Many utilities have reaped the benefits of implementing new technologies over the past 3 decades, one of the few areas still not fully automated by many utilities is the field workforce. With continued pressure of regulatory agencies, shareholders, and customers for utilities to continue to control or reduce cost while improving customer service, many utilities are now focused on extending technology and the efficiencies in to the field workforce. Our presentation will: Present the different components of Mobile Workforce Management Discuss considerations for changes to existing business processes Compare types of work automation Present common business benefits Challenges to implementing Mobile Workforce Management Our presentation will describe the primary functions provided by Mobile Workforce Solution providers such as: Scheduling and assignment Street level routing Optimization (performing the most work efficiently) Work prioritization Computer aided dispatch Real time status updates Automated vehicle location In addition to presenting the different components that are available from Mobile Workforce Management providers, SPL will present some of the cost benefits and Return on Investment enjoyed by some of the utilities that have implemented Mobile Workforce Management solutions. The benefits presented will also address some of the specific types of work being automated today such as: Outage/Restoration Credit & Collections New Service Inspections Others SPL s presentation will be designed to appeal to utility personnel primarily focused on customer service and field operations. In addition our presentation will describe some of the challenges faced by utilities implementing Mobile Workforce Management. Some of the challenges included in our presentation will address the technical, integration and people challenges faced by utilities when implementing Mobile Workforce Management. We would propose to conclude our presentation with a short question and answer session.

3 Optimizing Field Operations Through Mobile Workforce Management (MWM) Leo Hagood Director of Business Development SPL WorldGroup 1 Course Topics Business Drivers for Deploying MWM Components of Mobile Workforce Management Scheduling Dispatch Automatic Vehicle Location Reporting Sample Return on Investment 2

4 Can My Utility Benefit From MWM? Do you need to improve service Is there a need to get more work more efficiently Do you have the information you need to make decisions Do you have trouble meeting customer commitments Do you have excessive overtime Can you locate your crews in real time for emergency response Do you match customer demand with workforce availability Do you know if your meeting your performance goals Are your dispatchers / schedulers assigning the best crew to perform the work Is low priority work falling through the cracks Is your order backlog growing 3 The Value Proposition 4

5 Business Drivers 5 Customer Pain Points: 4 Missed appointments 4 Revisits 4 Unnecessary disconnects 4 Unclear restoration time 4 Escalating cost to serve customers 4 Having to add personnel to keep up with growing demand / population 4 Wear and tear of trucks 4 Reduce fuel cost 4 Unhappy Employees: 4 Revisits & Unpredictable overtime 4 Unable to respond to customer questions 4 Paperwork 4 Perception of unfair work practices Value Propositions for Deploying MWM Improved Utilization of Workforce Enhanced Customer Service Improved Emergency Response Time Increase Employee Morale Real time visibility into daily work progress Reduce Operating Costs Improved KPI Reporting and Metrics Measurable ROI Enables M&A Goals 6

6 Typical MWM Users Front line users 4 Trouble restoration group 4 Meter department 4 Credit and Collections 4 Appliance/equipment install / repair 4 Construction/Maintenance crews 4 Substation and Underground Locations Back office users 4 Customer Service 4 Distribution Operations 4 Planning 4 Engineering 4 Warehouse Operations 4 Payroll & Time Keeping 7 What is Mobile Workforce Management A solution that helps manage the complexities and dynamics of field activities. Including future, same day, and real time work activities. 8

7 Typical MWM Work Flow in the Utility Enterprise Customer calls with service request MWM Module MWM Comm s Module CSR enters order data in CIS Enroute Onsite MWFM FSR Module Worked 9 CSR negotiates for time slot MWM Appointment Booking Module Mobile Workforce Management Mobile Workforce Management also called: 4Computer aided Dispatch 4Workforce Management A mission Critical application for 4Long Duration and Short Duration work 10 4Electric 4Gas 4Water Utilities 4Other vertical industries

8 Typical Mobile Workforce Management Offers: 11 Service Chain Optimization Appointment booking Work assignment & scheduling Vehicle tracking Delivery of work tickets to a mobile data terminal in a vehicle or handheld device Wireless data communication Capturing real time order information 4 Order statuses 4 Completion data Reporting Results Mobile Workforce Management Pipeline 12 MWM is the pipeline to: Move work from the back office systems to the field Ensure optimal use of field resources Track the status of crews & field orders in real time Capture the completion information required for billing, operations & reporting in real time Improve Customer Service & Satisfaction Ensure utilities have adequate information on which to base plans for changes in field operations 4Strategic 4Tactical

9 MWM Optimizes Resources 13 Books appointments by looking at real time availability Manages scheduling utilizing skill sets & specialization Handles dispatch for routine & emergency work types Provides crews with street level routing Automatically tracks trucks enabling: 4 Manpower schedule monitoring 4 Route management 4 Better response times Reduction in paperwork and information delays back to host system Planning tools Typical MWM Components 14

10 MWM Scheduling Component Ensures the RIGHT resource is scheduled to complete the job Street Level Routing helps guarantee the closest qualified resource is scheduled Visible work demand and resource capacity planning Automatic Scheduling Provides and Optimum Schedule 15 MWM Computer Aided Dispatch Real time dispatch of field orders to crews via a wireless network including private networks (RDLAP, EDACS), CDPD, GPRS, CDMA, ED VO/G3 Supports LAN and b/g dispatch of work for connected users Continuous order and crew status updates Maximizes efficiency 16

11 MWM Computer Aided Dispatch Dispatch Tools assist the Dispatcher: 4 Receive Requests 4 Dispatch Technicians 4 Monitor Order Status 4 Complete Orders Dispatch Tools assist the Field Techs: 4 All of the above plus access to corporate databases over a wireless network to: 4 Manage mobile workers using real time wireless transmission 4 Assign field orders 4 Transmit orders to mobile computers 4 Receive status reports from field crews 4 Provide flexibility to react to unexpected situations 17 MWM Automatic Vehicle Location (AVL) Provides real time crew locations on map displays Improves response time to emergency orders and outages Improves crew safety with emergency beacon capability 18

12 Automatic Vehicle Location 19 Automatic Vehicle Location (AVL) features: 4 GPS based automatic vehicle location 4Emergency alarm and sensor monitoring 4Provides dispatchers with real time vehicle location on map displays 4Drill downs for detailed vehicle or order information 4Monitors schedule and route deviations, emergency alarms, and other communications Schedule Optimization Example X XX Availability Match Region Work Order Scheduling Rules X X Match Skill 15 Mile Rule X High Priority 1 st (11) District Priority (9) Scheduling Objectives Balance Workload (7) Minimize Travel (12) THE RIGHT OPTIMUM RESOURCE 20

13 Street Level Routing Customer v X v Using crow fly distance, both resources seem equally close to the customer Using grid scheduling, the red resource is in the same grid as the order. Street Level Routing optimization reveals that the red resource will require twice the travel time! 21 Travel Optimization 10 Miles 10 Miles 2 Miles 2 Miles Simple approach: call assignment based on rigid zones Total travel:20 miles With Optimization: call assignment to closest available resource Total travel is 4 miles 22

14 Dynamic Load Balancing Simple approach: orders assigned based on zone One resource has 50% backlog and the other is only 50% utilized* With Optimization: orders assigned based on actual load Both resources are fully utilized, no backlog 23 Schedule Before Optimization insufficient travel time excessive idle time 24

15 Schedule After MWM Optimization adequate travel time Eliminates excess idle time 25 MWM Product Integration Across the Enterprise CIS Appointment booking Job Status ETA Completion information Meter information Meter readings Tampering High billing information Marketing information Customer Payments Credit Extensions Business Intelligence OMS Enterprise Integration MWM System Damage assessment Update restoration time Restoration Data Referral to other dept. System/device status MWM Material Issued Material required Interim Job Status Estimate to complete As built information Maintenance requests Vehicle information KPI s SAADI/CAIDI External Reporting Timekeeping 26

16 Conservative Cost Savings With Use of MWM 27 Examples of MWM Benefits 28 The ability to see all vehicles has improved safety and reduced outage times as well as improving our ability to respond to emergencies. The ability of the crews to see other crews around them on in vehicle maps has reduced the need to return to the service center to get parts, they can now find the closest crew for assistance. We saw an increase of 30% more reconnects completed while coming in under budget for overtime in Approximately 875,000 printed tickets were eliminated. Clear productivity gains.. Rough estimates.. indicate a savings of as much as 35% meter technicians went from 1.6 to 2.2 calls per hour saved minutes per day per tech operations mechanics went from.8 to 1.2 order per hour overtime is down >65% On time accuracy went up 10% rate of appointment is made but the service tech cannot access equipment went from 12 15% to 5 8%

17 Biography Speaker: Position: Leo Hagood Director of Business Development Company: SPL WorldGroup Country: USA Mr. Hagood has over 25 years of experience in the utility industry. Mr. Hagood graduated from Auburn University and worked in various positions at Southern Company, a large electric utility in the Southeastern States of North America for 18 years. Mr. Hagood has spent the last 6+ years focused on Industry Best Practices for improving the business processes and technology for utility s (electric, gas & water) Customer Service and Distribution Assets. Mr. Hagood worked for Axiom Corporation a leader in Mobile Workforce Managements solutions before joining SPL as the Director of Business Development. Mr. Hagood will present the industry trends, benefits and challenges associated with the implementation of a Mobile Workforce Management Solution.

18 Company: SPL World Group Company Background Information Country: International, Headquartered in the USA SPL World Group has evolved as a leader in providing Software Solutions to the Utility Industry with a primary focus on Customer Information & Billing, CRM, Outage Management, Mobile Workforce Management and Asset Management. Spl is a leader in developing and integrating these Best in Class Solutions specifically for Electric, Gas and Water utilities. In recognition of several years of leading work in energy and development within the Energy Research Institute at the University of California, the US National Energy Council decided to consolidate this experience into a center of excellence. This decision led in 1989 to the establishment of the Energy and Development Research Centre, which is now located in the Faculty of Engineering and the Built Environment at the University. Since , EDRC has grown in both size and reputation, attracting funding support from a range of sources, both nationally and internationally, to support its research and projects. Through its research it provides a resource for better policy making and practical implementation in the field of energy and development.

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