mobile workforce management - cisco€¦ · knowledge, experience in implementing mobile workforce...
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Utilities Network Revitalization Solutions
Highlights:
• facilitates efficient dispatch
• Speeds problem resolution
• Helps ensure continuity of efficient communications
• Improves real-time collaboration
• Automates work order process
• provides foundation for better communications in
emergency situations
Setting a New Standard in Mobile Workforce ProductivityEnergyandutilitycompaniesneedahighly-productivemobile
workforcetomakesuretheirnetworksdelivercontinuous
serviceandmeetcustomerservicestandards.Whenoutages
happen,speedofresolutionandpublicsafetyareparamount.
Today’sutilitycompaniesareexperiencingthefollowing
challengesinmobileworkforcemanagement:
• Problem resolution often requires more than one visitand
involvesalargeron-siteworkforcethantheproblemmight
actuallyrequire.Tospeedproblemresolutionandincrease
productivity,utilitiesseektoresolveissueswithfewer
servicevisitsandfeweronsiteemployees.
• Inefficient communicationsbetweenlarge,mobileworkforces
(whichhavebeendispatchedtoremotesites)andcorporate
supportresources,resultinslowerfaultresolutionand
delaysinconstructionandmaintenance.
• Service workers often lack the right equipment and skill settoresolveproblemsonsite.
• Aging workforce:Alargepercentageofmobileworkers
plantoretireandmustpasstheirskillsontoanewwork-
force.Newworkersarenottrainedontheoldertechnologies
installedintheexistingnetworks.Skilltransferproblemsare
furthercomplicatedbygeographicdistributionofemployees.
• Work order process is paper-based.Changesandnew
approvalsrequireaslow,cumbersomeprocessthatcauses
projectdelaysandreducesemployeeproductivity.
• In emergency situations, it’s imperative to make sure of real-time coordination with first responderssuchasfire,
policeandhomelandsecurityservices.
Cisco and IBM: Solution Brief
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Mobile Workforce Management for improved productivity and faster problem resolution
IBM and Cisco: Two World-Class industry Leaders—One Exceptional Alliance
The ChallengeEnergyandutilitycompaniesmustimplementacomprehensive,
IP-enabledmobileworkforcemanagementsolutionthat:
• Connectsmobileworkerswiththeinformationandhuman
resourcestheyrequire
• Automatespaper-intensiveprocesses
• Providesefficientdispatch,problemresolution,and
emergencycommunications.
The Solution Thesolutionisbasedonthestrengthsoftwoindustryleaders.
IBMbringsthepowerfulcombinationofitsin-depthindustry
knowledge,experienceinimplementingmobileworkforce
managementsolutionsaroundtheglobe,andtechnology
leadership.Ciscocontributesitsleadingwire-lineandwireless
networkinfrastructuretosupportreal-timedata,voice,and
videocommunications.Theresultisastate-of-the-art,trans-
formationalMobileWorkforceManagementofferingbased
onasecure,reliableIP-enablednetwork.
Withincreasingregulatoryfocusonnetworkandenterprise
security,utilitiesneeda‘systems’approachtohelpensure
thesecurityoftheirend-to-endnetwork.TheMobileWorkforce
ManagementofferingcombinesIBM’sprovenenterprise
securitysolutionswithCiscogloballeadershipinnetwork
security.Theintegrationofthesesecurityproductsdelivers
anend-to-endnetworksecuritysolutionthatismanageable,
scalableandintegratedwithoverallITsecurity.
Ultimately,thejointIBMandCiscoMobileWorkforceManage-
mentofferingprovidesutilitycompanieswithasolution
thatincreasesmobileworkforceproductivity,speedsproblem
resolution,lowersoperatingcosts,andhelpsensureeffective
communicationsinemergencysituations.
Cisco and IBM: Solution Brief 2
Facilitating effective fault Identification, Real-time employee Collaboration,
efficient dispatch, and emergency Communications
Data Center Access Network Cellular
WiFi
Satellite
Vehicle Hot Spot
WAN
End Points
• ActiveRFIDtagsonthetruckefficientlytrackthelocation
oftrucksandequipmenttooptimizeresponsetimes.
• Livevideoandaudiofeedsfromthefieldallowcentralized
expertsupporttoseeaspecificproblem,providingthe
mobileworkerwithspecificinstructionsand,ifnecessary,
immediatelysendingthemobileworkerthecorrectpart
toresolvetheproblem.
• TheIP-enabledinfrastructureautomatestheworkorder
process.Workorderscanbeopenedelectronicallyand
transmittedwirelessly.Ifapprovalsarerequired,the
mobileworkercanutilizeliveremotevideotosimplify
theapprovalprocess.
• TheIP-enablednetworkcanalsobeusedtoextendland
mobileradiocommunicationstoincludedeskphones,cell
phones,andfirstresponderstoprovideeffectivecommu-
nicationswithallpartiesinemergencysituations.
How It WorksTheMobileWorkforceManagementofferingutilizesawire-
less,IP-enablednetworkinfrastructuretoconnecttosensors
anddevices,aswellastofacilitatevoice,video,anddata
communicationstobothmobileandcentralizedemployees.
ThisinfrastructureintegratestransparentlywithIBM’sSolution
ArchitectureforEnergy(SAFE)totransmit,store,manage,
andprovidesecureaccesstoreal-timeinformation,facilitating
effectivefaultidentification,real-timeemployeecollaboration,
efficientdispatch,andemergencycommunicationswithpolice
andfireradios.
InstallationofIP-enabledvideodevicesatsubstationsallows
someproblemstobediagnosedbeforeamobileworkerissent
tothesite,improvingworkforceproductivityandspeeding
problemresolution.
IP-enabledvehiclesequippedwithmobileaccessroutersare
movinghotspotsthatprovidemobileworkerswithbi-direc-
tionalreal-timecommunicationwiththefieldworkerand
addressesseveralchallenges:
• Thewireless,IP-enablednetworkhelpsensurecontinuity
ofcommunications,reducingdelays,serviceinterruptions
andnon-productivetime.
Cisco and IBM: Solution Brief 3
Facilitating effective fault Identification, Real-time employee Collaboration,
efficient dispatch, and emergency Communications
Cisco and IBM: Solution Brief MD/01/07
CSS00242-USEN-00
Benefits • Faster response times and problem resolution—more
problemscanbesolvedonthefirstvisitwith
feweron-siteworkers
• Improved collaboration and knowledge transfer• Automation of work order processtohelpreduce
operatingcosts
• Improved productivityofthemobileworkforce
• Higher service levels• Continuous communicationswithfieldworkers,centralized
supportstaff,utilitymanagement,andfirstrespondersin
emergencysituations
• Increased employee safety
For More Informationwww.cisco.com/go/ibm
www.ibm.com/cisco
CiscoSystems,Inc.170WestTasmanDriveSanJose,CA95134-1706www.cisco.com/go/ibm
InternationalBusinessMachinesCorporationNewOrchardRoadArmonk,NewYork10504www.ibm.com/cisco
®
Mobile Workforce Management for improved productivity and faster problem resolution
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