Case Study of Mobile Implementations at OPPD. April 17 th 2012

Transcription

1 Case Study of Mobile Implementations at OPPD April 17 th 2012

2 Mobile Fleet Overview Itron Meter Reading Oracle Mobile Workforce Management Mobile Office Worker Good for Enterprise Choosing a Mobile Device Management Solution Mobile Customer

3 Itron Automated Meter Reading

4 Itron Automated Meter Reading AMR effort started in early 2007 Replaced every meter

5 Itron Automated Meter Reading New method of obtaining readings Drive through neighborhood vs. walking route Additional uses of data Special application during major outages Research historical reads Meter Data Mgmt (MDM)

6 Itron Automated Meter Reading Fixed Network Pilot Real-Time Meter Reads

7 Oracle Mobile Workforce Mgmt

8 Oracle Mobile Workforce Mgmt Describe what s working. Describe the technology, its implementation, and how it works. How do we maintain it?

9 Host Systems Overview Customer Mobile Workforce Management Call Taker Host Systems Field Personnel Mobile Workforce Management

10 What is Mobility at OPPD? Hardware, software and communications infrastructure to link field personnel to real-time customer and operating information Field personnel Field Collections Turn Ons/Offs Customer Service Field Reps Meter Technicians Troubleshooters Streetlight Crews House Services Crews Multiple host order systems Customer Information System, CIS Operations Management System, OMS Equipment Inspections, SMEI

11 What is working? Work orders from feeder host systems are assigned to field techs using an optimal routing algorithm, nightly. Field techs log onto Mobility in their vehicle at the beginning of their shift.

12 What is working? A complete days worth of orders are dispatched to the field tech at logon time. As orders are worked, their status (enroute, onsite, complete) are transmitted back to the server and host systems. Schedules can be changed throughout the day.

13 What is working? Maps of our electrical system can be viewed on the MDT. Field techs click a button to view the location and equipment involved in an order using Mapviewer. Meter technicians verify newly installed meters against the server receiving detailed attributes in return.

14 What is working? Field equipment can be located using the vehicle s GPS and Map Viewer application.

15 What is working? Interfaces between Mobility, CIS, OMS, and other systems operation continuously to keep each up to date.

16 What is working? Call center personnel can view completion information as completed orders come in from the field. Call center can provide appointment booking for field work with customers. Field personnel adapted to the new technology.

17 Challenges MDTs and Environment : Field users can be rough on equipment and work in harsh environmental conditions.

18 Challenges User roam between three different networks: Wi-Fi, Wireless Cellular EVDO, Astro25 IV&D. Our requirement was to roam seamlessly without users having to do anything.

19 Challenges The various technologies and remoteness of the user make it difficult to diagnose a problem. Sometimes you cannot remotely access the user s desktop.

20 MDTs Panasonic Toughbook CF-19s. Majority of users External use Dell XFRs (E6400) Heavy map users Never take out of vehicle Troubleshooters

21 Network Infrastructure Wi-Fi available at all OPPD facilities Verizon wireless service Motorola Astro25 Radio Internal GPS and 3G GOBI chips Radio IP Middleware

22 Maintenance Cycle Microsoft SCCM Remote control Distribute client updates Distribute GIS map updates every 2 weeks Distribute OS patches Create new image for major updates or new MDTs

23 Observations Vehicles not parked inside have their MDTs brought inside overnight during winter. We try to make updates transparent to the user. Users initially were wary of the GPS and now report when it is not working.

24 Observations Users are requesting access to more applications. Intranet Web-based Outage system Timesheets Other areas w/in OPPD are looking at Mobile applications.

25 Project Challenges/Opportunities Resources with comprehensive knowledge of OPPD s field order processes Initial knowledge was limited to a few Mobility has developed bench strength Vendor acquisitions Synergen original software developer Acquired by SPL Worldgroup Acquired by Oracle

26 Project Challenges/Opportunities Communications Middleware Padcom lacked functioning connector to Astro25 Motorola-Padcom partnership evaporated Radio IP was the hero GPS Motorola-proposed GPS device for Astro25 did not make it to market Interim solution is GPS that functions through MDT, not Astro25 Finally integrated into MDTs

27 MDTs Project Challenges/Opportunities Differing field requirements by work group Screen resolution Warranty coverage for Ruggedized Expanded scope to include Rural field personnel

28 Project Challenges/Opportunities Click Scheduling Configuration Complex scheduling, routing and resource optimization engine Identifying Rules and Objectives for OPPD Boundaries Work Rules Validity of system optimizations challenged by dispatchers at other utilities Poor integration of MWM/Click

29 Mobile Office Worker

30 Mobile Office Worker 2009 increase use of smartphones Corporate users wanted access to and intranet Casual employee wanted access to

31 Challenges Mobile Office Worker Securing Access to Intranet

32 Good for Enterprise

33 Good for Enterprise Implemented devices enrolled Disable Exchange Active Sync feature on all Mailboxes

34 Benefits Good for Enterprise Separate business/personal data Encrypted application Secured browser

35 Challenges Good for Enterprise Personal owned devices on Verizon network require an enterprise data plan Outages at the Good NOC Limited devices

36 New Opportunities 2012: Our needs are changing Tablets More Smartphones Greater access to corporate resources Applications/Document delivery

37 Choosing a MDM Solution Re-Evaluated our needs Applications Native client Greater flexibility for managing and securing Evaluated 5 different solutions MDM vendors are tied to OS API s All are very similar

38 Choosing an MDM Solution Company Details Product Pricing and Platforms Core Features and Device Management Central Management Audit and Compliance Operations and Service Desk

39 Choosing an MDM Solution Company Details How long have they been in business? Any partnerships with device/os manufacturers?

40 Choosing an MDM Solution Product Pricing and Platform Platform supported? Apple, Google, Microsoft, RIM? Pricing/Licensing model? Are licenses device agnostic? Additional fees for management console?

41 Choosing an MDM Solution Core Features and Device Management Does it integrate with your existing infrastructure? ie., , Authentication Self registration via OTA Security Application Management Document Management

42 Choosing an MDM Solution Central Management Hosted or On-Premise Is it a web interface or MMC snap-in?

43 Choosing an MDM Solution Audit and Compliance Auditor reports Device compliance reports E-Discovery and Legal Holds

44 Choosing a MDM Solution Operations and Service Desk Vendor support 24/7, 12/5, Other? Status monitoring of incidents/calls

45 Summary Choosing a MDM Solution Determine your requirements Work with your software teams and customers Determine if you want on-premise software, onpremise appliance, or hosted.

46 Mobile Applications Mobile Customers OPPDconnect Suppport ios Development Macs on the network How to manage Manual Update OS Support Android Development

47 Questions?

48 Thank you.