Leveraging WFM Solutions for Enhanced Maintenance in Utilities

Utilities often have to deal with a range of complex challenges. It can be aging infrastructure, complex rollouts during projects such as smart meter upgradation as well as ever-evolving consumer expectations. Most of these challenges would be easier dealt with if existing operations were streamlined and smoothly run, which is where a robust WFM solution provides maximum benefit. Today, we are going to explore in detail how WFM (Workforce Management) solutions enable utilities to optimize their maintenance operations and improve overall field operations, so that people, time and energy can be freed up to work on solving future challenges.

The Role of WFM (Workforce Management) Solutions in Optimizing Maintenance Operations 

Real-time monitoring and proactive maintenance

Utilities should always be able to keep track of the functioning of various assets involved in large scale projects. Some examples of these assets are smart meters, transformers, or even streetlights, where continuous monitoring can help detect issues like communication failures, malfunctions, and tampering. In this aspect, workforce management solutions play a substantial role in gaining real-time insights, allowing utility companies to identify issues before they escalate into major problems. 

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Let’s consider a scenario where a utility has deployed about a million smart meters across a region with intermittent cellular connectivity. Without real-time monitoring, some of the meters in low-coverage areas may stop transmitting data for a few days, resulting in billing inaccuracies and revenue loss for companies. An ideal WFM solution in this situation would facilitate automated anomaly detection via:

• Continuously monitoring of meter communication status, where a meter that fails to transmit data beyond set thresholds would be automatically flagged as non-communicating. 
• Auto-generation of maintenance tickets, highlighting the meter’s location, potential issues and timestamp. 
• Dispatching of the ticket to a field technician based on availability and with expertise in connectivity issues, ensuring quick and prompt resolution.

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This proactive maintenance approach not only reduces downtime but also improves asset reliability, revenue recovery and consumer experience. 

Scheduling and resource allocation

One of the most critical aspects in utility projects is efficient scheduling, which generally involves assigning tasks to the right personnel based on their availability and expertise. Modern WFM solutions can streamline this process by integrating real-time information on technician skills, locations and their present workload. 

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For instance, a contractor is overseeing around 200 field operators who are involved in meter installation. However, almost 25% of technicians lack the required expertise in IoT device commissioning, resulting in rework delays. With a modern WFM solution, the utility would be able to:

• Tag every technician or operator’s profile with their certifications (example: IoT meter commissioning certified)
• Ensure auto-assigning of complex installation tasks only to certified professionals, with the junior staff handling basic installation or survey requirements. 
• Allow dispatchers to override assignments during emergencies using a drag and drop interface with platforms like Grid. Our no-code solution integrates with a utility’s existing CRM system or the consumer service portal. This enables the auto-population of consumer details, fast-tracking data entry and minimizing errors. Moreover, Grid’s mobile application provides field operators with optimized routes and real-time updates, reducing travel time and enhancing overall productivity. 

Digital workflows and quality assurance

Digital workflows help organizations in streamlining their maintenance operations by replacing erstwhile manual paperwork with mobile form entry and real-time data validation process. With workforce management tools like Grid, utilities can implement a multi-level QA-QC (Quality Assurance and Quality Control) procedure. This allows them to ensure that every installation meets quality standards and regulatory guideline requirements. 

Suppose an electrical distribution company is managing a smart metering project, where the installation of smart meters are being done by third-party contractors. Now, this installation procedure would require approval from regulatory bodies as well as the company’s back office, which could further add weeks to the existing project timeline. WFM solutions can help utility personnel execute a multi-level validation process by allowing:

• Field technicians record data, like GPS coordinates and images to ensure data accuracy and quickly validate the data against existing CRM and HES systems. 
• Auto-triggering of rejections in case of data mismatches, such as invalid serial numbers, allowing companies to maintain compliance. 
• Approved tasks being sent to utility engineers for a detailed review to ensure a streamlined audit trail. 

WFM solutions like Grid allow for a multi-level QA-QC process, where the utility is able to review samples of installations for additional oversight. The rejected work orders are returned with detailed feedback through Grid;’s mobile application. Moreover, Grid’s integration with existing HES systems enables real-time meter activation, which in turn facilitates error-free validation processes. Additionally, our solution’s offline capabilities allow data capture even in low-connectivity areas, ensuring uninterrupted flow of operations. 

The Way Forward: Creating a Lasting Impact with WFM Solutons

Modern WFM solutions enable utilities to modernize their existing infrastructure and future-proof their operations. Some of the core benefits include streamlined communication channels, optimized resource allocation and efficient scheduling and monitoring of tasks. These solutions not only help address immediate challenges, but also provide support for long-term business growth. Therefore, it is essential that utility companies explore solutions that offer seamless integration with existing systems, analytics capabilities and user-friendly interface for field teams to operate without any hassle. 

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If you’re looking for a WFM solution tailored to your needs, connect with our experts and explore how you can improve your bottom line and ensure reliable service delivery at all times.

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