Resource Centre - Utilities

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Interviews

Integrating Proactive Customer Service Elements into FSM for Utility Companies
In this interview with David Weedon, Business Implementation Manager – Faults Management Mobility Project at Powercor Australia, he talks about the field force automation system is currently in place at Powercor and how utility companies can better integrate proactive customer services into their field service management.

To read the transcript for this interview, please click here.

AusGrid’s Field Force Automation Improvement Strategies
In this interview with Mick Tyler, Manager - Business Systems Development at AusGrid, he talks about the field force automation systems in place at AusGrid, their strategies to improve their automation and some of the particular challenges they have faced.

To read the transcript for this interview, please click here.

New Content

Article - Unique Challenges for Change Management in Utility Organisations
Change management is a critical issue for companies wishing to introduce new technologies and processes. When change is well-handled, it means relevant stakeholders have the same end vision in mind, thereby reducing friction and resistance for the whole organisation to work towards a common goal. Successful change management also means day-to-day business functions will not be not compromised as the workforce familiarises itself with new processes and technologies.

The Emerging FSM Technologies: The Technologies and Innovation that could Shape the FSM Industry
From the 4G evolution, increased MEAP (Mobile Enterprise Application Platforms) adoption, NFC and OS updates, there are plenty of different technologies and innovations happening each and every day within the FSM industry. But which of these technologies will pave the way for the next generation of field service and workforce mobility, and which ones will fizzle?

Change Management Strategies during Technology Adoption in Utility Organisations
In this Q&A with Sam Zurzolo, Manager - IT Strategy, Toronto Hydro (Canada), he talks about the change management procedures at his company and the lessons he’s taken away from his experience. He also talks about how to handle employees’ resistance and reluctance to change when implementing new processes and technologies.

State Water on Change and Asset Management for FSM Technologies
In this interview with David Andersen, he talks about the change management strategies in place at State Water when introducing new FSM processes and technologies and how they managed staff resistance. He also talks about asset management and getting improved return on equity for any technological investment.

To read the transcript for this interview, please click here.

Top Tips for Choosing the Right Field Service Management Solution
Choosing the right field service management solution for your business can be a complex and tiring process. Not only do you have to consider upfront costs, ensure your solution gives you the best ROI, integrate the technology into current team and processes, training, retraining… the list goes on. This document from FSM 2012 gathers the top 8 for companies to choosing the best field service                            management solution.

Videos

FSM 2011 - Conference Highlight Reel
Past delegates at the FSM 2011 discuss their thoughts on the key FSM industry event and what they’ve taken away from the speakers, presentations and from the unique networking opportunity

Interview with Darryl Steven of Energex
In this interview with Darryl Steven of Energex, he talks about how FSM technology has helped their organisation improve customer service, client satisfaction and overall field service performance.

Past Content

Yarra Valley Water’s Journey into Mobile Field Technology
In this past presentation from Kate Bradshaw from the Yarra Valley Water, she discusses the company’s journey into mobile field technology and the change to workflow her organisation faced.

Reducing Costs and Increasing Customer Satisfaction
In this past presentation with Energex’s Darryl Steven, he talks about how their organisation has successfully reduced costs and simultaneously increasing customer satisfaction – an impressive feat for the utilities sector.

GWMWater’s Executive Manager of Service Delivery on cultural change and staff resistance
In this interview with Stephen Jewell, Executive Manager Service Delivery at GWMWater, he discusses cultural change and the challenges a company may face in their journey to mobile and field technologies and he offers his insights into staff resistance.

ACTEWAGL on field service technology and the associated challenges
In this past interview with Sven Wiitchen, Manager Business Services and Systems, ACTEWAGL, he talks about the development of the field service industry and touches on the challenges organisation will face as they adopt field service technology

Sponsor Content

A Ventyx Whitepaper: Field Enablement Key Considerations for Solution Selection
The myriad of available technologies and solutions that comprise mobility can make defining, planning and deploying a field enablement solution a daunting task. The challenge any organization faces in automating their business in the field is to effectively and efficiently bring these technologies together to rapidly enable their field force with a solution that is sustainable over the long term. This whitepaper from Ventyx goes through the key ideas and considerations companies need when choosing a FSM solution.

Benefits of Operationalizing Mobile Workforce Management in the Cloud
In this whitepaper from TOA Technologies, it discusses the various benefits and advantages of moving mobile workforce management in the cloud. It discusses the various directions companies can take as well as how such operationalization can help company’s workforce management.

Mobility Innovations for Utilities
In this whitepaper from Click Software, it talks about the challenge of moving beyond a paperless workplace and discusses mobility issues in asset management, crew management as well as workforce safety. It also provide unique insight into automated work dispatch and field reporting.

Ten common mistakes to avoid when selecting and deploying a mobile solution
This Click Software whitepaper goes through some of the common mistakes organisations make when undergoing a mobile solution process. For example, it talks about how companies forget to look at the big picture and how they occasionally compromise on usability.

Victorian Bushfire Researchers turn to Toughbook after the Firestorm
In this case study from Panasonic Australia, it demonstrates and discusses how the Bushfire Cooperative Research Centre - in charge of investigating and analysing the key factors surrounding the Saturday Victorian bushfires of February 2009 – chose to use Panasonic Toughbooks in their project.

Panasonic - Telco Giant Talks Tough
In this case study from Panasonic Australia, it reveals how Telstra has refreshed its Panasonic Toughbook rugged notebook fleet and how the device has helped provide invaluable assistance in maintaining superior customer service for the telco giant.