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Field operations assurance large

Field Operations Assurance

Encompasses all the activities required for field operations, including meter and device management, ensuring on-time and on-quality service as well as keeping costs under surveillance.

 

diagram utilities field operations assuranceField Operations includes all the diverse activities related to teams in the field, such as meter readings; preventive maintenance of equipment; equipment installation and configuration activities; oversight of operating conditions and safety equipment / systems, especially around optimizing their performance; managing information about the assets used; and fraud detection/prevention.

For Field Operations Assurance, RAID Utilities measures the consistency of data and the efficiency of Field Operations teams to evaluate the quality of work performed. Field Operations Performance monitors the operational and business KPI’s associated with the management of the activities of the field staff teams, tracking the overall achievements and keeping costs under surveillance. The Field Operations S/P (Suppliers/Partners) Management audits the contracts, agreements or payments flow with suppliers, partners or outsourcers contracted to perform on-field operations on behalf of the company.

KEY AREAS COVERED
Give analysts a broader insight across the organization
  • Accuracy
    Validate that customer requests are consistent with the services delivered by the field staff. Starting on the work orders reception, several steps are subsequently taken that may introduce changes on the original customer requests. Workforce management requires to determine the location of the services and best team available to deliver them, review its capacity planning in term of available resources.
  • Performance
    The performance of the Field Operations team reflects on Customer Satisfaction, Costs and Quality of Service. The Performance Area allows the continuous monitoring of the operational and business KPIs associated with the management of the activities of the Utilities field staff.
  • S/P Management
    Classify and profile suppliers/partners using several analysis axis, allows to identify its top suppliers/partners in terms of quality of the services provided to its customers.
CHALLENGES ADDRESSED
Address industry-specific regulatory and compliance requirements
  • Are work orders accurate and executed on time?
  • How efficient are the teams in the Field?
  • How do we identify patterns of fraud?
  • Are contractor costs under control?
  • Are contractor invoices accurate?
KEY RISKS AT A GLANCE
Since the product provides a holistic view of data across multiple business environments and applications, you will get the visibility you need to quickly understand the financial impact and risk of each alarm and quickly identify the root cause of each exception
  • System or Human Errors
  • Incorrect Work Order Information
  • Field Staff Inefficiencies
  • Customer or S/P Disputes
  • Operational Cost Inefficiencies
  • Customer Dissatisfaction
  • Internal and External Fraud

MONITOR THE MANAGEMENT OF FIELD STAFF ACTIVITIES

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RAID Utilities encompasses all the activities required for field operations, including meter and device management, ensuring on-time/ on-quality service, keeping costs under surveillance, control of SLA's (service level agreement), fraud management and improved efficiency across the four typical activities: Installation; repair; routine maintenance and meter.

For Field Operations Assurance, RAID Utilities continuously monitors the management of the Utilities field staff activities. It profiles workforce based on their activities and outcomes (Complete, Incomplete and Non-performed work orders, etc.). It also focuses in keeping costs under surveillance related with over staffing, overtime, travel costs, service-levels achievements and invoice disputes.

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FIELD OPERATIONS TEAM WORK REFLECTS ON CUSTOMER SATISFACTION, COSTS AND QUALITY OF SERVICE

The Performance Area allows the continuous monitoring of the operational and business KPI’s associated with the management of the activities of the Utilities field staff, like the control of the number of Service Orders performed by geographical region, number of readings per day, % of accurate reading and the common reliability indices used in Utilities.

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LEARN MORE ABOUT FIELD OPERATIONS ASSURANCE FOR UTILITIES

Overview

RAIDUtilities Cover datasheet
 

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