The electricity grid, a marvel of the 20th century, is now wrestling with complexities of the 21st. And one of those mounting challenges is how utilities manage their field operations. Effective management of field operations would mean getting problems solved quickly, with minimal disruptions and reduced downtime.
This is where a workforce management solution, with an ability to provide real-time analytics for informed decision making, would be truly revolutionary. An ideal system would also allow for smooth flow of communication between field workers and in-office personnel, improving overall coordination and response efficiency. Let’s take a look at some key features and functions that the ideal WFM software would have:
How (WFM) Workforce Management Solutions are Transforming Field Operations for Utilities
Real-time monitoring and visibility
The modern utility landscape is vast and complex, spanning countless miles of infrastructure, and serves multiple ranges of consumer needs. In this context, one of the core challenges facing any utility is the data residing in disparate systems. Traditionally, utilities suffered from a lack of integration between key systems: customer information, outage reporting, asset management data, etc. This fragmentation in data led to a number of critical challenges such as delayed response times, inefficient resource allocation, increased costs and sub-par decision making.
Workforce management (WFM) solutions are addressing these challenges head on by providing a centralized, real-time view of a utility’s entire field operations. These systems integrate information from numerous touchpoints like CIS (Customer Information System), GIS (Geographic Information System), SCADA (Supervisory Control and Data Acquisition Systems). For instance, WFM solutions like Grid are designed to integrate data from various sources like Web APIs (SAP, Oracle), File-Based Systems (SFTP, Sharepoint) and Data Streaming Platforms (ApacheKafka, RabbitMQ).
Let us consider a scenario of a major strom that is sweeping through a utility’s service territory, causing widespread power outages. Traditionally, the utility would rely on consumer call or reporting to assess the extent of the damage done by the storm and dispatch field crews. With a WFM solution that integrates smart metering data and outage management systems, dispatchers can now view the exact location of the outages, the status of repair efforts, and the estimated time to restore power. This enhanced level of transparency allows utilities to prioritize areas of importance, which includes allocating resources efficiently, keeping their consumers informed with near real-time updates and reducing duration of outages.
Streamlining scheduling and dispatch
Perhaps the most critical element of field operations is the efficient scheduling and dispatching of crew or personnel. Utilities always need to ensure that the right field technicians are assigned the right jobs at the right time, which in turn minimizes travel time, and ensures timely delivery to consumers. Manual scheduling and dispatch processes can be time-consuming, prone to errors or even ill-equipped when it comes to handling the complexities of modern utility activities. This can be a result of several factors such as a lack of real-time information into technician availability, skills or location. Plus, traditional scheduling and dispatching methods could lead to a logistical nightmare in large scale projects like smart meter deployments.
WFM solutions enable utility stakeholders to automate the scheduling process via sophisticated algorithms. These solutions optimize schedules based on factors such as customer availability, job priority, location and technician skillset. The system will also dispatch technicians based on their skills, locations and availability, taking into account real-time traffic conditions and job requirements. Moreover, utilities are also able to auto-adjust schedules in response to changing conditions such as delays, emergency calls or equipment failures.
During a smart metering upgradation project, WFM solutions such as Grid enable automatic scheduling of meter installations based on consumer availability, technician skillset and meter inventory. The system dispatches the most qualified technician with the right equipment, along with optimizing routes and minimizing travel time. If a scenario occurs where a technician calls in sick for the day, the WFM system will automatically reassign the job to other available technicians, ensuring minimal disruptions and improving consumer satisfaction.
Improved field technician efficiency
Field technicians are the face of any utility, serving as a crucial link between the company and its consumers. Their efficiency directly impacts the quality of service, consumer experience and overall utility effectiveness. Traditional field operations often burden field operators with cumbersome processes, limited access to information and outdated tools. For instance, in a pen and paper approach, technicians end up spending valuable time in filling out forms, manually entering data and managing physical documents, which diverts their attention from core responsibilities.
WFM solutions allow utilities to address these challenges by equipping field workers with digital workflows and mobile tools that enable seamless communication and provide real-time information. For example, Grid’s mobile WFM app allows technicians to capture data electronically, including photos, meter readings, signatures, and in turn eliminating the need for manual data entry. Moreover, technicians can now communicate with dispatchers, supervisors and other members in real-time via mobile messaging, facilitating faster problem resolution and enhanced coordination.
Suppose a technician arrives at a consumer’s house to investigate a reported power outage. Previously, they might have to call the office to access consumer data, consult paper manuals to diagnose the problem, and manually fill out the paperwork. Now, Grid’s Frontline App provides them with every detail they need at their fingertips. From consumer account data, to viewing the outage history and consulting detailed manuals, everything is now easily accessible. They can easily diagnose the problem, order replacement parts and update work status- all from a single mobile app. This not only eliminates the need for cumbersome paperwork but also allows stakeholders to resolve issues in a much more efficient and proactive manner.
Discover the Grid advantage. Talk to our experts and witness how our WFM solution can help revolutionize your field operations.
