Computers, Processes and Management (CPM)
Applying People and Technology to Business
Key Benefits
- Cost of servicing emergency works reduced by 15 %.
- Improved customer service and communication to customers
- Further optimisation and procurement practices allowed the outsource of “routine” work
- “In-house” talented and experienced resources reserved for the most challenging and important incidents.
The Solution
CPM put in place an architecture that would provide near time centralised reporting of information to reduce the multiple application of teams. This first involved consolidating all incidents within the contact centre so multiple calls received a single response on knowledge of the incident and the current status of repair. This later included updating the status to the IVR who could then guide further incident reporters to the current status.
An analytics model was required to identify the nearest working team, identify that had the skills to respond and make an assessment, and that could be removed from the current assignment.
Work teams are allocated around a Van or repair truck. The truck was modernized and updates to the VAN environment included GPS systems and mobile communications. This allowed nearest location to water incident teams to be allocated first and reduced time to respond.
The work ordering system was integrated into the incident management system so work orders were transmitted to the team, updates were collected from the team, including the need for back-up assets and/or personnel.
The Challenge
A water utilities company saw there was inefficiency in their field engineering operations. The key challenge was the reactive nature of their field operations. The allocation of multiple work teams and resources to meet emergency repair works coupled with keeping concerned citizens informed about the progress on leaks and reliable times for when a normal service can be resumed.
