17 - 18 April 2018 | Dockside, Sydney, Australia

Conference Day Two: Wednesday 18th April 2018


9:00 am - 9:10 am Opening Remarks from the Chair

9:10 am - 9:40 am Achieving Cost Savings of NZD 15.4 Million in 2.5 Years by Implementing a Cloud Based Scheduling System

Jason Diaper, Project Manager,, Asset Management
Following the devastating earthquake in 2011, the Christchurch City Council along with transport networks, events team and water supply amongst other joined forces to rebuild the city. The amount of activity associated with rebuilding the city was unprecedented, and there was a need to enable the distributed workers across the different entities to keep tabs on potential clashes and opportunities to collaborate. The Forward Works View was developed as a result. Given the cost savings achieved it has now been rolled out to over 200 organisations and gone national being rolled out in Auckland and Wellington too.

  • Creating a roadmap to a seamless cloud based scheduling platform to grow efficiency
  • Overcoming integration challenges
  • Leveraging the data collected to improve planning for even greater time and cost savings

Jason Diaper

Project Manager,
Asset Management

9:40 am - 10:10 am Creating a Remote Monitoring Tool Kit to Improve Effectiveness of Field Jobs

Dharma Dharmabalan, General Manager, System Performance and Major Projects,Taswater
Remote monitoring tools can present an opportunity to more effectively use your field resources. It can eliminate the need for onsite assistance and lead to significant time and money savings. This session will explore how to integrate remote monitoring tools, gather data and information and then leverage this for remote diagnostics.

  • Exploring remote monitoring tools and identifying the best fit for your systems
  • Collecting and collating data from remote monitoring systems
  • Providing support to customers and field staff to aid in the transition

Dharma Dharmabalan

General Manager, System Performance and Major Projects

11:25 am - 1:00 pm Reimaging Scheduling Systems and a Future of Seamless Work Orders

Allen Adair, Technology Solution Prof Global Blackbelt, Asia Pacific,Microsoft Leo De Groot, Manager Operating System,Downer
Scheduling systems are becoming increasingly sophisticated. This table will address new developments in scheduling systems and the impact on field and back office efficiency

Allen Adair

Technology Solution Prof Global Blackbelt, Asia Pacific

Leo De Groot

Manager Operating System

10:40 am - 11:10 am MORNING TEA

Split into Streams


11:10 am - 11:40 am Driving Business Process Improvement and Reporting with Mobility Initiatives for On board Train Crews
Michael Killeen, Asset Manager,NSW TrainLink
NSW Train Link has rolled out a mobility program for it’s on board train crews by enabling access to business processes through iphones, ipads and android devices. The focus was reducing turn around time by making reporting more seamless. They rolled out 1200 phones and witnessed a 12 fold increase in reporting.

  • Increasing productivity and reducing turn around time through improved mobility
  • Ensuring a seamless transition to consumer technology
  • Addressing driver safety issues
  • Integrating with other maintenance platforms

Michael Killeen

Asset Manager
NSW TrainLink


8:00 am - 12:00 am Exploring the Journey of Setting up and Implementing an Optimisation Scheduling System
Andre May, Operations Director,Smith & Smith Glass New Zealand Andrew Hurba, National Systems and Process Manager - Equipment Service,Coca-Cola Amatil

Whilst some businesses use the scheduling functionality embedded with their ERP, CRM or mobility platforms, it isn’t always the best option for complex and dynamic scheduling challenges. This joint presentation will delve into using a dedicated best in-class scheduling solution from the perspective of 2 different stages in the journey. One from a business that is working to go live and the other who has been using the scheduling system for the past 3 years. It will focus on change management programs
and other milestones that have been facilitated by introducing optimised scheduling.

Andre May

Operations Director
Smith & Smith Glass New Zealand


Andrew Hurba

National Systems and Process Manager - Equipment Service
Coca-Cola Amatil

11:40 am - 11:45 am Time to change streams


11:45 am - 12:15 pm Implementing a Mobile Computing Solution to Improve On-site Efficiency: Digital Work Orders and Going Paperless
Kathryn Turner, Co-ordination of Contracts and Projects, Sewage Treatment,Queensland Urban Utilities
Workers at Queensland Urban Utilities’ sewage treatment plants are either on site or travelling from site to site. In either case they may be a long way from the control room. The mobile computing solution, first used to improve efficiency of field workers, is being implemented to increase the ease and efficiency of raising work orders, completing daily inspections, mobile access to SCADA and having a digital view of the plant. It involves the use of Panasonic Tough books which were chosen by the workers themselves and a shift to paperless record management.

  • Creating a seamless mobile computing solution for on-site inspectors
  • The impact of going paperless on worker efficiency
  • Embedding more functionality for greater time savings: Digital zonal Inspection

Kathryn Turner

Co-ordination of Contracts and Projects, Sewage Treatment
Queensland Urban Utilities


11:45 am - 12:15 pm In Car Scheduling: Maximising Field Staff Effectiveness with Integrated Vehicle Management Systems
Stephen Lette, Manager Metering and Network Technology Strategy,Endeavour Energy
The session will investigate the development of integrated vehicle management systems to optimise despatching systems and increase efficiency and effectiveness of field workers.
  • Identifying key parameters to monitor and control in your integrated vehicle management system
  • Enabling greater visibility of the job at hand and customer to field workers
  • Ensuring that the Integrated Vehicle Management systems fits in with the structure of the vehicle, bracket and works seamlessly with other devices

Stephen Lette

Manager Metering and Network Technology Strategy
Endeavour Energy

12:15 pm - 12:20 pm Time to change streams


12:20 pm - 12:50 pm Case Study: Gaining Operational Insight from Field Service Enablement at Veolia
David Whifield, EAM Solutions Consultant,Infor

In this presentation, David Whitfield, will introduce Infor EAM Mobile and show how it is making a difference for the better at Veolia, one of the largest global providers of water and wastewater treatment solutions. Veolia manages more than $10B worth of assets in partnership with Infor EAM Mobility. Veolia has forged ahead with
innovations in processes to improve productivity and efficiencies in the field. Hear how they have achieved great outcomes:
·          Faster response times
·          Removed manual processes
·          Gained immediate access to real time data
·          Improved work management efficiency and effectiveness.

David Whifield

EAM Solutions Consultant


12:20 pm - 12:50 pm Developing an Online Scheduling to Ensure Seamless Services for a Great Customer Experience
Jacob Messer, Director Operations and Visitor Services,Western Sydney Parklands
The Parramatta Park (85 Hectares and 1 million visitors) and Western Sydney Parklands ( 27 Km) are managed by a small team of 25 full time employees and an army of contract workers including horticulturists, maintenance, technicians and many more. There objective is to deliver seamless maintenance and upkeep services for a better visitor experience. To enable this there have developed an intranet based scheduling system that can be accessed on a number of mobile devices. With this platform they continue to manage a growing number of spaces without needed additional staff. This session will explore how.

  • Understanding the earlier set up: Excel sheet based scheduling systems involving manual entry
  • Introducing a scheduling system on the intranet
  • Overcoming the challenge of uptake

Jacob Messer

Director Operations and Visitor Services
Western Sydney Parklands

12:50 pm - 1:50 pm LUNCH


1:50 pm - 2:20 pm A Roadmap to Drive Field Service Efficiency through Customer Service Excellence
Matthew Cullen, Service Operations Consultant,Caterpillar
The field service touchpoint provides a key opportunity to connect with customers and build customer loyalty. This session will investigate maximising the customer experience through the field service touch point.

  • Ensuring that non-personal touch points work seamlessly with personal, field service touch points
  • Aligning field service management with your customer value proposition
  • Building customer service capability in your field staff

Matthew Cullen

Service Operations Consultant


1:50 pm - 2:20 pm Leveraging the Internet-of-Things to Improve Field Worker Safety and Operational Efficiency
Amer Chaudhry, Chief Technology Officer,Boral
Boral is rolling out a program that is leveraging the Internet-of-Things to monitor and improve field worker safety and increase operational efficiency. The Internet-of-Things will enable one to predict and prevent incidents, call for help early on and plan ahead if presented with a high risk situation.

  • Using wearables to track and monitor field workers
  • Getting field support and buy-in
  • Integrating it with mobile devices to build efficiency

Amer Chaudhry

Chief Technology Officer

2:20 pm - 2:25 pm Time to change streams


2:25 pm - 2:55 pm Leveraging Data to Create a Single Customer View and Improve Field Service
Hieu Dang, Divisional Manager, Customer and Field Services,Yarra Valley Water
The session will explore strategies to consolidate customer data from different platforms and touch points to improve customer service at field service touchpoints. It will address the challenges involved in consolidating data and integrating this with in-car devices.

  • Creating a roadmap to consolidate critical data from various touch points
  • Addressing the challenges for duplicate and ensuring data is clean
  • Building data security

Hieu Dang

Divisional Manager, Customer and Field Services
Yarra Valley Water


2:25 pm - 2:55 pm Effectively using GPS Tracking Technology and Google Maps and Investigating the Potential of IoT and Tracking Devices for Improved Retrieval of Shopping Trolleys and Significant Savings
Adrian Buttigieg, Regional IT Director, Australia & Asia,City Facilities Management
Lost and abandoned trolleys set back Coles by almost 20 million dollars a year in replacement costs and council fines. Their facilities manager has devised a seamless management systems using GPS and Google maps to track them down in a cost effective manner. By using this data to identify ‘hotspot’, popular dumping sites, drivers are able to better plan their routes leading to time and cost savings. But that isn’t all, they are also looking at the potential of IoT to improve tracking.

  • Creating a platform for seamless work orders
  • Leveraging data from GPS and Google maps to create geo codes and hotspots
  • Investigating the pros and cons of using IoT

Adrian Buttigieg

Regional IT Director, Australia & Asia
City Facilities Management

2:55 pm - 3:25 pm AFTERNOON TEA

3:25 pm - 3:55 pm Making Customer Satisfaction a Differentiator for your Field Service Organization:

Joe Kenny, Vice President Global Transformation,Service Max

More and more companies are realizing that they need to differentiate themselves based on the experience they provide to their customers. When delivering the most efficient and profitable field service, having a 360 degree view of the customer via tight integration to CRM data is essential. With such visibility, field service organizations are achieving proactive maintenance, enabling technicians to deliver flawless field service and
ultimately increasing customer satisfaction. In this session, learn and discuss the importance of embedding customer centricity in your field services and improving data collection to improve customer satisfaction.


Joe Kenny

Vice President Global Transformation
Service Max

Siri’s knowledge is built on ontologies, inference networks, pattern matching agents, dictionaries, and
dialog models. A key element of this the ontologies. Everyone who wants to do natural language
processing of maintenance data develops their own ontology and as a result there is no way to scale,
reuse or connect them. As a result gains in machine reading of maintenance logs are slow and there are
no apps like Siri. However there is hope that this will change. This talk describes.
·         What we mean by ontologies and why they are important to FSM
·         Examples of how they can support your ability to question your data
·         Ongoing collaborative developments to make this all happen

Melinda Hodkiewicz

BHP Biliton Fellow for Engineering for Remote Operations
University for Western Australia

4:25 pm - 4:55 pm Creating a Roadmap for Field Led Project Implementation: Maximising Uptake and Smooth Change Management

Robert Ward, General Manager Solutions Innovation,Chubb – UTC Climate Controls and Security
Projects for field workers, by field workers are gaining prevalence as they are seen to increase adoption. This session will investigate the dos and don’ts of managing field centric projects to optimise the positive results.

  • Uncovering your field workers: Understanding their challenges, focus areas and pain points
  • Strategies to make field workers active partners in project roll outs
  • Appointing field work champions to drive adoption

Robert Ward

General Manager Solutions Innovation
Chubb – UTC Climate Controls and Security

4:55 pm - 5:25 pm Unlocking the Value of Machine Learning and AI to Boost Efficiency of Field Services

Steve Minahan, Head of Field Operations,Optus
This session will investigate the utility and potential of artificial intelligence and machine learning in improving the effectiveness of field workers.

  • Cleaning your data to ensure its suitable for use
  • Consolidating data to identify key trends in field service management and operations
  • Leveraging predictive analytics to better plan field services

Steve Minahan

Head of Field Operations

5:25 pm - 5:30 pm Closing remarks from the Chair

5:30 pm - 5:30 pm END OF CONFERENCE