“Mobile WorkForce Management – Utilities” Ajay Kaul – National Sales Manager, ClickSoftware
Mobile Workforce Management & Service Optimization
Integrated Mobile Workforce Management lifecycle? 2 1 3 Resource Planning Where am I over capacity? Demand Forecasting Shift Rostering Where am I under capacity? What if cross train my Engineers? What is my future demand? How best do I apply shift patterns What if I use sub contractors? Where will it be geographically? against my resource capacity? What if I recruit more people in a given How will it be split by work type? How do I manage unplanned events? Region? What impact will a weather event have? How do I monitor for rule violation (e.g. What’s the impact of a capital project? work and time directives)? What load will a new contract bring? How do I allow my employees to check what shifts their working or swap? KEY – Common Data Model Skill sets, locations, costs, geographic coverage, certification, business structure, etc. Service Analytics Scheduling & Optimisation How do I measure & monitor my KPI’s? What resource, with the right skills, How do I tune my job durations? in the right location, with the right parts How do I measure individual & capital equipment can do the work at Mobile Work Management performance? the lowest cost and meet the SLA? What work to I have to do and when? How do I put this information into a KEY FUNCTIONALITY ; Street level How do I do the work (context visual format? routing, contractor view, short and long sensitive intelligent scripting)? How do I structure my historical data duration work manag’t , GPS tracking, What data do I need to capture? for my demand forecasting? continuous real time optimisation What is the asset history? 6 What is the best route to my next job? 4 How can I automate time sheets? 5 3
Challenges for a Utility? Infrastructure Field Operations • Poor Execution of Planned Maintenance • First time fix & minimising job durations; right skill, lowest cost • Reactive work interfering with planned activity Poor engineer enablement, right • Regulator technology and information Asset reliability – maintaining for the • lowest cost • Employee/skills retention Aging Infrastructure – costly supply • Need for multi skilled technicians • failure & reactive break fix • Inventory management & tracking Planning & execution of large scale • capital projects (who, when, how, where, • Lack of performance measurement and with what?) KPI tracking • Reduction of reactive demand • Meter Reading • Asset tracking /registry accuracy, assets; • Vehicle Scheduling, Crew Management missing in system, wrong physical location, right spec but wrong • Environment and Safety compliance Customer manufacturer, etc • Vigilance • Regulatory Pressures Process adherence • 4
Application areas across Electric Utilities Meter Operations Meter Reading Network Maintenance Network Faults & Outages Construction Vigilance Project Teams
Driving Value in Field Services Organizations Increase Resource Improve Customer Manage Service Costs Utilization and Visibility & Control Service Productivity ■ Reduce overall cost ■ Manual vs. automated ■ Better control and ■ Provide faster ■ Reduce travel time while cost of service visibility of the responses ■ Leverage existing are increasing ■ Customer resolution resources ■ Adapt quickly to workforce to service ■ Optimal usage the first time changes and new areas / ■ Manage operational ■ Exceed customer seasonal demands Technologies efficiently costs expectations ■ Manage SLA’s and ■ Do more with the same ■ Performance ■ Leverage service as a penalties workforce management competitive ■ Optimized use of ■ Process Compliance advantage assets and resources
Some Utility Customers 7
Proven, Real and Achievable Benefits – The 4 Pillars of ROI Customer Visits +33% (Antwerpen Water Werks) Jobs per day +48% (Gaz Met Plus) Jobs per day +15% Increased Revenues Productivity gains +20% (Direct Energy) Service Revenues +18% (Energy South) Travel time -24% (Anglian Water Services) Dispatch time -50% (Antwerpen Water Werks) Reduced Costs Dispatch overhead -70% (Direct Energy) Overtime -22% (Energy South) Service levels +33% (Anglian Water Services) On-site on time arrivals +20% (Energy South) Improved Service Appointment waiting time -45% Emergency SLA conformity +97% (Scotia Gas Networks) Work order backlog -95% (Anglian Water Services) Visibility and Control Jobs reported closed +39% (Anglian Water Services) Increased revenues +20M € (Scotia Gas Networks)
Who We Are? Leadership Market leader in workforce management and enterprise mobility Recognized by leading industry analysts such as Gartner, Aberdeen, Info-Tech Blue-Chip customers using ClickSoftware solutions Global Presence Fundamentals Offices in Americas, EMEA, and APAC Listed on NASDAQ Global Select (CKSW) Over 450 employees worldwide Market Cap: ~$320M Eco system of major players, such as Consistent multi-year revenue growth and SAP, IBM, Accenture, Infor cash generation Overview 250+ engagements 2011 revenues: $87.1 million, 23% y/y growth Hundreds of thousands of service Utilities constitute more than 30% of our people managed by ClickSoftware customers solutions every day 9
Case Study: Pacific Gas & Electric Utility • PG&E is US’s leading natural gas and electric utilities • Solutions Implemented: • The Challenges: • Prioritization of task so that management can view a crew's expected workload over a five-week period to see the projected utilization rate of future schedules. • Control & visibility over how crews were utilized across the entire company • Local strategy across individual offices led to problems as far as achieving crew utilization goals set by corporate. • Flexibility to reschedule work/ move crews to new assignments as and when required • Centralize and consolidate the scheduling process to achieve corporate goals • The Benefits • Allows management to have centralized control over scheduling of resources to help ensure corporate usage goals are met • Gives management the ability to move resources among service regions to ensure customers receive gas and electric services efficiently and effectively • Enables scheduling staff to be consolidated from dispatchers at 67 offices to dispatchers at two offices • Creates a base scheduling solution that can be easily enhanced with planning, forecasting and mobile components as business needs change 10
Case Study: ETSA – South Australia • ETSA Utilities is the fifth largest distributor in the Australian National Electricity Market, serves 758,000 customers, supports a network comprising 393 zone substations and 80,103 km of power lines valued at approximately $2.5 billion. Employing more than 1300 people. • Solutions Implemented : • The Challenges: • Cut down on administration and decrease the time required to get visibility on field resource activity. • They recognised the benefits of a centralised scheduler to increase utilisation of their resources, increase visibility, increase controls, and provide for dynamic adjustments • The ability to adjust the schedule when items and priorities change. This was a big issue for ETSA in the past, as one item falling into the schedule meant manual adjustments to at least 10’s of items. • To manage crews more effectively • The Benefits: • Lowered average time per job • Eliminated 700-job backlog • Increased productivity leading to more jobs completed per day • Created single repository for scheduling long – and short-term projects • Gained better company-wide visibility of workforce management • Improved prioritization of jobs based on urgency 11
Case Study: Southern California Edison (SCE) • SCE is one of the California’s largest electric utilities located in Central, Coastal and Southern California using 2,800 Field Resources • Solutions Implemented: • The Benefits • 360 view of field resource availability • 360 view of capacity and demands for field resources • Improved utilization of internal resources • Improved consistency of scheduling and dispatch processes • Improved ability to meet customer satisfaction • Ability to better monitor and manage scheduling costs • Improved coordination of resources to complete long cycle projects in tandem with short cycle maintenance requirements 12
Thank You! Ajay.kaul@clicksoftware.com 13
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