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