Conference Day One: Tuesday, 17th April 2018
8:00 am - 8:45 am REGISTRATION AND MORNING TEA
8:45 am - 8:55 am Opening Remarks from the Chair
8:55 am - 9:35 am CASE STUDY: Increasing Efficiency of Field Operations by 20- 30% by Utilising Consumer TechnologyLuke Jenner, General Manager Network Services,Essential Energy
Essential Energy Services has embraced consumer technology by rolling out 15,000 I pads. The project is focused on regional NSW field workers in a bid to drive up efficiency by 20-30%. By moving away from paper based solutions, centred around posting jobs in courier bags, Essential Energy Services is not just reducing response times but also eliminating back office administrative functions that slow down the process. It will investigate the impact of instant information transfer and the change management program to increase uptake. Another major project milestone is that it is field lead, involving a collaborative effort with field staff to boost adoption.
- Leveraging I pads and consumer technology to improve efficiency by enabling instant information transfer
- Creating a roadmap to introduce consumer technology into a paper based scheduling system
- Creating an effective strategy to communicate and educate field workers
- Collaborating and partnering with field staff in a field led rollout: Lessons learnt
Luke JennerGeneral Manager Network Services
9:35 am - 10:05 am PANEL DISCUSSION: Mobile and Field Workforce of the Future: Addressing Emerging Trends and Being Prepared for ChangeMartin Tozer, Project Director, MIMA,Servicestream Andrew Hurba, National Systems and Process Manager - Equipment Service,Coca-Cola Amatil
The workforce of field staff is aging. The role and business as usual for field workers is shifting as well with a growing focus on technology and customer service. This session will explore the evolution of the mobile and field workforce and how businesses can ensure that they continue to offer great customer service and efficiency on the field.
- Discussing the threat and associated costs of an ageing workforce
- Ensuring your workforces matches the evolution of customer demands and technology
- Redefining KPIs for your field staff
- Building capability and preventing complacency
Martin TozerProject Director, MIMA
Andrew HurbaNational Systems and Process Manager - Equipment Service
10:05 am - 10:35 am How to Improve Service Delivery with Predictive Field ServiceAndrew Vlachiotis, VP of Sales APAC,ClickSoftware
· Market pressures to embrace predictive field service capabilities
· Maximize the value of your historical data
· How (real time) intelligent automation ensures business agility in the service world
Andrew VlachiotisVP of Sales APAC
10:35 am - 10:55 am Speed Networking
A structured interactive session designed to help you expand your network through one-on-one focused conversations. Bring your business cards!
10:55 am - 11:25 am MORNING TEA
This is your chance to explore and ask questions about specific topic areas and solutions based on your field service management needs, through 3X 30 minutes of direct Q&A with subject matter experts. For thought leaders and solution providers, this is an exclusive opportunity to interact and engage with key ecision makers who specifically want to learn how your solutions can help solve their organisational goals.
Interactive Group Discussions
Topic One - Hosted by Salesforce11:25 am - 12:55 pm Workforce of the Future: Is your business prepared, and how will this impact your field service operation?
How your business handles workforce changes will either give you a competitive advantage or leave you lagging behind other more agile players
In this session, we can discuss all things workforce, including topics like:
· how to get the advantages of using contractors whilst preserving visibility, compliance and quality
· how to onboard contractors better and faster
· how to take advantage of an aging workforce
· how to plan and manage a workforce in the 'gig economy', like Airtasker or Uber
· how to make remote employees feel like part of the business and culture
Topic Two11:25 am - 1:00 pm The Potential of IoT and Wearables for a More Connected Field Workforce
This table will investigate the potential of IoT and wearables to transform field services as we know it by taking seamlessness to the next level.
Topic Three11:25 am - 1:00 pm Exploring the Impact of Augmented Reality on the Future of Field Services
Augmented Reality has the potential to completely transform field services as we know it. This table will discuss its impact and steps to embrace the opportunities and prevent disruption.
Topic Four11:25 am - 1:00 pm Adopting Consumer Mobile Technology to Improve Efficiency and Uptake
Mobile devise and tablets present field workers with a user interface they are familiar with. This in turn will positive effect uptake and efficiency. This table will address integrating consumer technology into the existing network and maximising the opportunities for efficiency
Topic Five11:25 am - 1:00 pm Building Customer Centricity within your Field Service Touch Points
Field Service touch points are often the only face to face contact that your customers have with your business. This creates an untapped opportunity to build customer loyalty. This table will discuss how to increase customer service.
Topic Six11:25 am - 1:00 pm Strategies to Maximise Mobility in Remote Areas
Mobility is hindered by connectivity, and battery life amongst others. This table will investigate strategies and tools to boost connectivity and battery usage in remote areas.
1:00 pm - 2:00 pm LUNCH
Split into Streams
STREAM ONE: CUSTOMER CENTRICITY2:00 pm - 2:30 pm Field Workforce of the Future : Talking About My Generation (of Fieldworkers) and How They Connect With Customers
The expectation of customers encountered by our fieldworkers is changing. Products and services that are delivered by fieldworkers are becoming more technically challenging and complex. The systems utilised by our fieldworkers are also becoming more complex and demanding. All of these factors are shaping and changing what is required of field workforces – and how they respond to chaning requirements. This session will explore :
- The makeup of the field workforce and the changing demographics in the field
- The importance of your field workforce to your brand and enhance your reputation with customers
- How the field workforce can bring in revenue
- Training and coaching to achieve Net Promoter Score gains
STREAM TWO: EMERGING TECHNOLOGY2:00 pm - 2:30 pm Exploring the Potential of Autonomous Vehicles and Drones in Transforming Field Services Craig Lindley, Mining Technology Leader,CSIRO
Autonomous vehicles and drones present the opportunity to forgo long hours responding to a call out. This session will explore the utility of autonomous vehicles in the field services sector and what it means for the existing workforce.
And look at strategies to boost its application.
- Understanding the opportunities of autonomous vehicles to better support field workers and customers
- Exploring the in-cab technology and connectivity needed to support this
- Building capability to optimise the use of autonomous vehicles
Craig LindleyMining Technology Leader
2:30 pm - 2:35 pm TIME TO CHANGE STREAMS
STREAM ONE: CUSTOMER CENTRICITY2:35 pm - 3:05 pm Going Paperless and Optimizing Field Touch Points to Provide a Seamless Customer Experience Michael Rob, Manager, Distribution and Logistics,Phillip Morris
Phillip Morris is currently going through a transformation journey, moving its focus to low risk products. Driven by this, they have introduced a mobility program to improve efficiency and customer service. Part of this involves transforming delivery drivers to merchandisers. Mobile platforms enable greater efficiency by eliminating the need for paper and creating the opportunity for a seamless customer experience by consolidating the view from various touch points.
- Getting organizational buy-in and support
- Rolling out mobile devices; Identifying the best fit for the business
- The impact on efficiency
Michael RobManager, Distribution and Logistics
STREAM TWO: EMERGING TECHNOLOGY2:35 pm - 3:05 pm The Future of Augmented Reality and Virtual Reality in Field Services Management Darryl Pollock, Enterprise Architect,Primary Health Care
AR and VR have huge potential to transform field service management with a range of applications and added functionality. It can improve the effectiveness of field workers by eliminating the need to travel long distances for jobs, providing new information on jobs and machinery, and assisting customers. This session will discuss the potential applications and challenges and strategies to overcome them moving forward.
- Exploring the potential applications of AR and VR in Field Service Management
- Identifying the challenges posed by in cab technology and connectivity
- Exploring options to boost connectivity
- Understanding and bridging the skills gap
Darryl PollockEnterprise Architect
Primary Health Care
3:05 pm - 3:10 pm TIME TO CHANGE STREAMS
STREAM ONE: CUSTOMER CENTRICITY3:10 pm - 3:40 pm Transforming your Field Service Set-Up for a Better Customer Experience Greg Baud, Assets and Maintenance Manager,South Gippsland Water
This session will highlight South Gippsland Water’s 5 year pricing submission with a focus on customer outcomes and their impact on field services and programs. This was in response to the ESC’s mandated customer consultation as part of the pricing pathway. Something that is unprecedented in water utilities.
- Understanding the new mandate and recommendations and its impact on field services
- Strategies to engage with the customers
- Lesson learned and future outlook
Greg BaudAssets and Maintenance Manager
South Gippsland Water
STREAM TWO: EMERGING TECHNOLOGY3:10 pm - 3:40 pm Geo-innovation: How spatial thinking is disrupting outmoded workflows Gary Johnson, Chief Solutions Strategist,Esri Australia
Location and Geographic Information Systems (GIS) have been central to field service management for decades. Now in the midst of the Fourth Industrial Revolution, driven by exponential growth in data from emerging technologies such as augmented reality, machine learning, and the internet of things, geospatial technology is playing an expanding role in understanding and making smarter data-driven decisions. In this presentation, Gary Johnson, head of Esri Australia’s Innovation Lab will reveal some of the latest key geospatial innovation focus points and share his views on the application of emerging GIS technologies in field service management.
Gary JohnsonChief Solutions Strategist
End of Streams
3:40 pm - 4:10 pm AFTERNOON TEA
4:10 pm - 4:40 pm The link between field service integration and customer satisfactionBertrand Gauch, Business Development Executive,IFS Global Stewart Dean, Business Development Executive,IFS Global
The many moving parts and touch points in service management present both a challenge and an opportunity. By offering real-time visibility of their field operations to other parts of the business (e.g. front and back-office teams), asset intensive and service companies can maximise each customer interaction armed with up-to-date information and can achieve a higher quality of service to keep customers satisfied.
Bertrand GauchBusiness Development Executive
Stewart DeanBusiness Development Executive
4:40 pm - 5:10 pm Setting up Field Workers for a Major Transformation involving a new workforce management system: A Case Study on Culture and Change ManagementDigby Wilson, GM, Delivery, Eastern,Telstra
Telstra is en route to implementing a new workforce management platform to improve the efficiency of its 4,650 field workers. A large workforce, in all corners of Australia working on a variety of simple and complex products, in a rapidly changing industry. This session will explore how a leader led change, across a large diverse resource base, was used to successfully install a new management system that was challenged by distance and culture.
- Investigating platforms to enable collaboration among a geographically dispersed workforce;
- Strategies to build engagement with integrity, confidence and hope;
- Collapsing an organisation to drive consistent and quality results
Digby WilsonGM, Delivery, Eastern
5:10 pm - 5:40 pm Future Outlook: The role of Telematics and Remote Monitoring to Improve Visibility and Inventory Planning to Boost Effectiveness of Field ServicesAlex Laussauniere, Lead Solution Architect,Coateshire
This session will explore how Coates Hire are centralising rental equipment and leveraging telematics to keep tabs on inventory. Telematics data presents the opportunity to locate equipment and also provides important diagnostic information. Remote monitoring is also being used to advise on field maintenance jobs to decide whether or not a field technician is necessary. And in case they are not required what maintenance work should be undertaken by the customer. This enables efficiency of field staff and by improving quality of repair and maintenance jobs.
- Deploying telematics to improve inventory management
- Levering remote monitoring to optimise the use of field resources
- Leveraging data from telematics and remote monitoring as diagnostic tool to better support maintenance and repair jobs
Alex LaussauniereLead Solution Architect