30-Dec-13

1

‘Mobile Field Force Automation’ (MFFA)

AGENDA

1. What is MFFA

2. Project Background

3. Process Flow

i. Manual Process

i. Current Process

4. Technology

i. Intangible

5. Benefits

ii. Tangible

6. System Demo

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2

What is MFFA

What is MFFA?

also known as ‘Mobile Field Force Automation’

Is an initiative under the Asset Management Dept, TNB Distribution and TNB ICT to improve communication between Call Management Centre (CMC) & Fault Finder Team, Standby Team and Authorize Person (Low Voltage) via Distribution Control Centre (PBB).

What are the technology that is being introduce by MFFA?

MFFA involves the use of technology which are:-

Short Messaging System (SMS),

Global Positioning System (GPS)

Geographical Information System (GIS)

Project Background

SHAH ALAM – MFFA (LV) Phase 1 Shah Alam implementation (LV) Feb 2007

S’GOR & K LUMPUR – MFFA (LV) Phase 2 Selangor & Kuala Lumpur implementation (LV) Aug 2008

Northern Region

Eastern Region Metro Region

PENANG – MFFA (LV) Phase 3 Aug 2009

KEDAH & PERLIS – MFFA (LV) Phase 4 Feb 2011

PERAK – MFFA (LV) Phase 4 Ipoh, Batu Gajah & Ulu Kinta Feb 2011

PERAK – MFFA (LV) Phase 6 All Stations Target FY11/12

JOHOR – MFFA (LV) Phase 3 Kulai,Pontian, Johor Bahru, Kota Tinggi, P. Gudang & Johor Jaya Aug 2009 JOHOR – MFFA (LV) Phase 5 Muar, Batu Pahat, Kluang, Segamat, Mersing & Tangkak Aug 2011

MELAKA – MFFA (LV) Phase 4 Jan 2011

NEGERI SEMBILAN – MFFA (LV) Phase 5 Aug 2011

Southern Region

Completed

MFFA Phase 6 - PAHANG, TERENGGANU & KELANTAN Kuantan & Pekan, K.Terengganu, K. Bharu, Psr Puteh, Psr Mas, Bachok & Tumpat Aug 2012 MFFA Phase 7 -Rest of PAHANG, TERENGGANU & KELANTAN Aug 2013

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3

Process Flow (Manual)

CMC

TOMS

PPB

PPB accesses MFFA Console

that is interfaced to TOMS

TNB Customer

Customer Calls and SMS 15454

Fault Finder

Team

Field Force

Maintenance

and Repair

Team

AP

Process Flow (Manual)

Ineffective

Communication

and Lack of

Coordination

High

Operational

Costs

Introduction of

Mobile Solutions

High

Customers’

Expectations

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4

Issues with Manual Process

• Traditional communication via telephone

call

• Lack of information about location of faulty

area and vehicle position

• Mismanaged Field Crew time/work order

• Customer dissatisfaction

Process Flow (Current)

CMC

TOMS

PPB

PPB accesses MFFA Console

that is interfaced to TOMS

MFFA Console

Workstation

MFFA Scope

Pelanggan

Customer Calls and SMS 15454

Fault Finder

Team

Field Force

GPS Satellite

SMS

Maintenance

and Repair

Team

AP

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5

How MFFA help TNB ?

Field crew more

responsive and

productive

Reduce Mean

Time To Repair

(MTTR)

Drive to

improve

mobilizing &

dispatching

TNB repair crew

To track

customer

enquires status

& provide

accurate

information on

repair status

Technology

PDA Evolution Motorola MC5574

HP iPAQ 612c HP iPAQ hw6965

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Technology

GPS Device

Vehicle-mounted GPS devices for location tracking

Concealed GSM SIM card

Short Message Services

Benefits (Intangible)

• Improve Productivity

•Paperless

•Enhance Communication

• Improve Data Integrity

•Enhance Customer Relationship

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7

Benefits (Tangible)

•Improve Response Time

•Improve Restoration Time

•Reduce SAIDI

Note: Based on Distribution 10 – Year Roadmap, TNB SAIDI reduction in 2011 is 10 minutes from 89 to 79 minutes.

512Kbps

(Back end system) Users

ServiceNet NTU NTU

SMS Shortcode & GPRS

Vehicle Mounted Terminal (SMS Shortcode)

MFFA Application Server TNB Bangsar

InfraNet

CelnetII

CIBS

BG

SMSC Kepong

Celcom’s Responsibility

GPRS S.Hitech