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