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 Technology

Luke 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

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Luke Jenner

General Manager Network Services
Essential Energy

9:35 AM - 10:05 AM PANEL DISCUSSION: Mobile and Field Workforce of the Future: Addressing Emerging Trends and Being Prepared for Change

Martin 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

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Martin Tozer

Project Director, MIMA
Servicestream
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Andrew Hurba

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

10:05 AM - 10:35 AM Partner Session

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

Interactive Group Discussions

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.

Topic One

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

Scheduling systems are becoming increasingly sophisticated. This table will address new developments in scheduling systems and the impact on field and back office efficiency

Topic Two

11:25 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 Three

11:25 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 Four

11:25 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 Five

11:25 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 Six

11:25 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 CENTRICITY

2:00 PM - 2:30 PM Case Study: Leveraging Consumer Mobile Devices to Boost Productivity, Customer Service, Safety and Data

Matt Harris, IT Project Manager, EA Networks
In the last six months EA Networks have rolled out 73 iPads to their Field Services staff. They are using Cisco’s Meraki to manage the iPads and the apps. Their aim is to have better and more real time data to and from their field workers. The session will delve into the reasoning behind going for consumer mobile devices, their ‘fail fast’ approach to the project and initiatives to optimize uptake.

  • The impact on productivity: Discussing the benefits of enabling field staff to access business systems ( emails, customer data, network diagrams) on tablets whilst on the field
  • Understanding the pilot project and the advantages of a fail fast approach
  • Setting up for the cultural transformation of this project
  • Maximising uptake amongst a diverse

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Matt Harris

IT Project Manager
EA Networks

STREAM TWO: EMERGING TECHNOLOGY

2:00 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

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Craig Lindley

Mining Technology Leader
CSIRO

2:30 PM - 2:35 PM TIME TO CHANGE STREAMS

STREAM ONE: CUSTOMER CENTRICITY

2:35 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

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Michael Rob

Manager, Distribution and Logistics
Phillip Morris

STREAM TWO: EMERGING TECHNOLOGY

2:35 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

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Darryl Pollock

Enterprise Architect
Primary Health Care

3:05 PM - 3:10 PM TIME TO CHANGE STREAMS

STREAM ONE: CUSTOMER CENTRICITY

3:10 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

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Greg Baud

Assets and Maintenance Manager
South Gippsland Water

STREAM TWO: EMERGING TECHNOLOGY

3:10 PM - 3:40 PM Data Warehousing to Improve Efficiency of Field Workers involved in Campus Management

Andy Lavender, Associate Director, Information Systems, Reporting and Governance, University of Western Australia
The University of Western Australia has just approved a university wide data warehousing project. This project is focused on generating trusted data across the university, consolidating disparate sources to take business intelligence to the next level. This session will focus the impact of this project on campus management technicians and how it will empower them to fix and maintain campus assets.

  • Building a roadmap to develop a data warehouse to derive better insights and business intelligence
  • Integrating different sources and platforms for a holistic view
  • Understanding the opportunities and impact of a data warehouse on your field workers
  • Delivering this information on university owned mobile devices

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Andy Lavender

Associate Director, Information Systems, Reporting and Governance
University of Western Australia
End of Streams

3:40 PM - 4:10 PM AFTERNOON TEA

4:10 PM - 4:40 PM Partner Session

4:40 PM - 5:10 PM CASE STUDY: Setting up Field Workers for a Major Transform involving a New workforce Management System: A Case Study on Culture and Change Management

Digby Wilson, GM, Delivery, Eastern, Telstra
Telstra is enroute to implementing a new workforce management platform to improve the efficiency of its 1400 field workers. Given the fact that they are geographically dispersed and working in remote areas it is especially difficult to engage with them on this journey. This session will explore how technology can overcome the challenges posed by distance to enable collaboration for effective change.

  • Investigating platforms to enable collaboration among a geographically dispersed workforce
  • Strategies to build engagement : Creating regular, structured forums
  • Getting buy-in and support from field workers

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Digby Wilson

GM, Delivery, Eastern
Telstra

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 Services

Alex 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

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Alex Laussauniere

Lead Solution Architect
Coateshire

5:40 PM - 6:10 PM Partner Session

6:10 PM - 6:15 PM Closing remarks from the Chair

6:15 PM - 6:15 PM NETWORKING DRINKS