unified service, asset and work management processes … 2013/unified... · unified service, asset...
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Bouke Spoelstra
Unified service, asset and work
management processes in a spatial
environment delivers new levels of
efficiency
7 October 2013
Benefits of Spatial
• Context - GIS software creates, organizes, maintains, analyses and
visualizes information related to location.
• Proximity- Geospatial data can help us understand the physical
relationships among assets, and help reduce costs by enhancing
decision-making
• Visualize Trends - Analysing and visualizing geospatial patterns can
help identify trends and predict future events with greater accuracy
• Location - Track the locations of assets over time supporting compliance
with governmental guidelines
• Efficiency - Geospatially enabled asset and service management
systems better support customer service, work order management,
emergency (outage) response, and mobile dispatch
We are all spatially enabled
• Smart phones:
• Garmin, Tom Tom or other navigation tools
• Web based tools:
• Google Earth, - Maps, Bing Maps, Yahoo Maps
• Municipal GIS Applications:
– ESRI/ArcGIS, PostGIS, Google, etc
• The challenge is to lever Spatial across business
processes.
KPI’s for Field Service
Organisations
• Aberdeen Group is a business research organisation:
• Field Service benchmarking sample of 140 companies
• Evaluation Criteria:
• Best in Class = top 20% of the performance scorers
• All others = remaining 80% of performance scorers
• Key metrics used to Identify best in class
• Ability to meeting response times
• Work force utilisation
• First Time Fix
• Year on Year increase in productivity
• Field service technician is the face of the organisation
Strategic Initiatives of the
Best in Class
Service
Status
CustomerService
Service
Work
Work Management
Follow-up
Work
Initiated
Work
Planned
Work
Scheduled
Work
Mgt.
Data
Mgt.
Data
Unplanned
Work
WorkInitiation
WorkPlanning &Estimating
WorkMgmt
& Tracking
WorkReporting &
Closing
WorkScheduling
Mgt.
Data
Resource
Management
CrewComposition
CapacityPlanning &Forecasting
Work
Forecast
Crew
Configuration
Back-Office
Finance &Accounting
GL
Accounts
Billing
Requests
Supply Chain
Material
Reservations
MaterialsMgmt
Procurement
Material
Status
Purchase
Requests
Re-Order
Requests
As-Built
Facilities
and Field
Data
Asset Management
AssetInvestmentPlanning
AssetAnalysis
AssetAnalysis
AssetAnalysis
AssetRecords
Mgmt
Asset
Analytics
Asset
History
Property
Units
Asset
ValuePlant
Accounting
Finance &Accounting
Actual
Payments
Supply Chain
Actual
ContractorContract
Mgmt
MaterialsMgmt
Actual
Materials
Back-Office
HRPayroll
Actual Labor
TimeEntry
Actual
Labor
Real-Time Systems
Repair
Work
OutageMgmt
SCADA /EMS
Network
Events
Trouble
Calls
Outage
Status
As-Designed
Network
Model
Spatial Systems
Work to
Design
Existing
Facilities
Changed
Facilities
GraphicDesign
GIS
Asset AttributesCustomer
Data
WorkDetails
MobileNetwork
Work
Completion
Details
WorkDispatch
Mobile Data
GIS Data
Work
Details
Work to
Dispatch
Work Status
FieldRecording
CUs
CompatibleUnits (CUs)
CUsDesigns &
As-Builts
Project Mgt
Project
Work
Work
Status
ProjectMgmt
Maintenance Rules
RoutineWork
Generation
Investment
Programs
Asset
Condition
Inspection
& Routine
Maint.
Customer Service Work
Utility Solution Architecture
Challenge 1: Information silos
• Asset Register
• Call Desk
• Work Log
• Spatial (GIS)
• SCADA
• Financial System
– Asset register
– Account holders
• Supply Chain
Challenge 2: Modelling
Asset
• Assets are usually defined in one of the following methods:
– Financial asset register (ERP / Excel)
• Asset & position identified but no Spatial context exist & static
– GIS focused asset model
• Location identified but limited Asset Management
– Enterprise Asset Management model
• Location, Asset, supports Operations but lack Spatial context
• Unified solution for: • Service Management
• Work Management
• Asset Management
• GIS Visualization
• Data Enrichment
• Financial Asset Register
• Account Holders
• Scada incidents
• HR Systems
• Other
The Ideal Environment
GIS Visualization
WorkManagement
Service Management
Asset Management
Web Services
Technology
13
Web Server Web Server
Published
Map, Data, GP
Services
REST API
JS / DoJo
Application Server Application Server
Client
Web Browser
DHTML
JavaScript / DoJo
GIS Server Service, Asset &
Work Mngmt
EAM Geodatabase
Servlet
Interface to REST API
Interface to Geodatabase
ArcObjectsAMD
Objects
HTTP
Asset Register Enriched
through Spatial & EAM
Follow the Business Process:
Capturing Service request
• Filter for correct street or ERF
Search Hierarchies/ Drill down
Register Request
Spatial View of Planned &
Corrective Work
Proactive Scheduling Yield
Preventive Strategy
Visual Dispatching, Tracking &
Tracing a key enabler
2 x Clicks
Location
Direction
Speed
Field Service Information
Strategies for 2013
Thank You
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