FFA: Force Field Automation
AUSTRALIAN FIRST
In an Australian first, ENERGEX crews are now using high-tech mobile-linked laptop computer systems in maintenance vehicles to help them restore power faster after outages.
An industry team made up of Integral, ENERGEX, SPARQ, LiTMUS Group, MDSI, and led by prime contractor TUSC, was the key to the success of this project. The solution uses Field Force Automation (FFA) technology, implemented with the latest release of the Advantex solution from MDSI, and incorporated the integration of a number ENERGEX’s host systems.
ENERGEX crews now locate faults in the network faster than ever before through satellite navigation, tracking and dispatch. The FFA computer system provides field crews with unprecedented access to electronic information about outages and customer premises from their vehicle. The reduction in phone calls, travel time and paper will help increase efficiency significantly during storms and other peak periods. Millions of people across more than 25,000 square kilometres throughout south east Queensland and northern New South Wales now benefit from the new system that provides faster response times and more accurate information to field crews.
Business Problem:
ENERGEX had a low level automation system in place for fieldworkers that was not coping with the greater quantities of details needed to be communicated to these workers in a more accurate and timely manner. In replacing this system ENERGEX wanted to achieve the following goals:
- Improve customer service levels
- Assist field staff in completing field work (improving safety & performance)
- Use a smarter, integrated electronic schedule and dispatch tool (Advantex)
Integral’s role in this project was to integrate the Advantex FFA technology with the existing ENERGEX host systems. Integral’s Managing Director, Cameron Tuesley, said “This was a particularly rewarding project for Integral as it extensively used our integration methodologies, intellectual property, and best practice based approaches to build a robust and scalable EAI [enterprise application integration] solution. Also, the entire project was based on Oracle Fusion Middleware technologies and we are specialists in this area.
Integral integrated ENERGEX’s service call management system with the Advantex solution and is currently integrating a number of other host systems for the purposes of support asset management and Full Retail Contestability through Advantex. Integral’s work included analysis, design and implementation of the Oracle Fusion Middleware based architecture using Integral’s in house Integration Methodology and industry standard architectural models. The solution uses messaging, XML, flexible business rules and a layered EAI architectural model to support a highly scalable and flexible integration solution.
Outcomes / Benefits:
The new system, built with Advantex and Integral’s own intellectual property, has helped Energex to achieve all of their goals.
The major benefits to Energex are:
- Cost reduction (Automation saves on staff costs and their related activities)
- Reduction in number and length of phone calls and their associated costs
- Better scheduling capabilities Reduced travelling times for field workers and more work completed
- Safer more accurate system as phones are not heavily relied on – especially during wild weather conditions
- Greater accuracy in procedures (‘Switching Sheets’ [hard copy standard operating processes] abolished and spatial coordinates used)
- System allows for future automation through complex ordering as it understands dependencies (eg. Decisions currently made by the Emergency Staff Team can become largely automated)
- Information about vicious dogs on meter read routes easily dispatched
Testimonial:
Tom Kyle, Project Manager Field Force Automation to Energex. (The IT&T service provider to ENERGEX, Ergon Energy and Service Essentials)
"The Integral team have worked hard to understand and develop a flexible solution that truly meets the needs of the business."
John Avramidis, General Manager- Utilities and Resources for TUSC Computer Systems PTY LTD. TUSC was prime contractor for the project, provided program management and implementation services and coordinated the integration activities of Integral Technology Solutions and other team members
"Integral Technology Solutions have done a great job integrating the field force automation software with ENERGEX’s operational and back office systems. Working together, we have delivered a wonderful solution to ENERGEX and to its customers in Queensland. ENERGEX’s FFA Project will become the benchmark that all other utilities in Australia will measure against as they inevitably move to adopt field force automation as the key means to transforming and automating their field service organisations."