Apac
  • Home
  • CXO Insights
  • CIO Views
  • News
  • Conferences
  • Newsletter
  • Whitepapers
  • About us
Apac
  • Admired Tech

    Agile

    AI Healthcare

    Artificial Intelligence

    Augmented Reality

    Aviation

    Big Data

    Blockchain

    Cloud

    Cryptocurrency

    Cyber Security

    Digital Transformation

    Drone

    HPC

    Infrared

    Internet of Things

    Networking

    PropTech

    Remote Work

    Scheduling Software

    Simulation

    Startup

    Storage

    Wireless

  • Banking

    E-Commerce

    Education

    FinTech

    Food and Beverages

    Healthcare

    Insurance

    Legal

    Manufacturing

    Pharma and Life Science

    Retail

    Travel and Hospitality

  • CISCO

    Microsoft

    Oracle

    Salesforce

    SAP

    ServiceNow

  • Business Intelligence

    CEM

    Cloud-based Planning

    Cognitive

    Compliance

    Contact Center

    Contact Tracing

    Contactless Payments

    Content Management System

    Corporate Finance

    CRM

    Custom Software Development

    Data Center

    Enterprise Architecture

    Enterprise Communications

    Enterprise Contract Management

    ERP

    Field Service

    HR Technology

    IT Service Management

    Managed Services

    Procurement

    Product Management

    RegTech

    Revenue Management

Menu
    • Fleet Management
    • Cognitive
    • Digital Transformation
    • E-Commerce
    • Blockchain
    • RegTech
    • IT Service Management
    • Augmented Reality
    • Microsoft
    • Managed Services
    • Collaboration
    • Healthcare
    • MORE
    #

    Apac CIO Outlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIO Outlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    • Fleet Management
    Editor's Pick (1 - 4 of 8)
    left
    Meeting Today's ITSM Challenges

    Raymond Lefebvre, Vice Chancellor for Technology & CIO, Bridgewater State University

    Disruptive Technologies Influencing Supply Chain

    Tom Knutilla, VP & Division CIO, Ryder Dedicated Transportation Solutions & Supply Chain Solutions

    First Step to Globalizing Your Business

    Neil Hampshire, CIO, Moduslink Global Solutions, Inc.

    Sofico: Propelling Excellence through

    CEO (APAC)

    Driving Business Activity through Behavioral Analytics

    Brian Scott, CIO, Experient

     Big Data: Changing the Way Logistic Companies Function Today

    Emile Zafirov, CIO, Logistics Plus

    Rendering Rigorous and Detailed Planning for Logistics Project Success

    Angela Yochem, Global CIO, BDP International

     Keeping up with the Dynamic World

    Dan Bentzinger, Chief Information Officer, MIQ Logistics

    right

    Achieving Service Excellence Through The Digital Utility

    By Thomas Kuczynski, CIO, DC Water

    Tweet
    content-image

    Thomas Kuczynski, CIO, DC Water

    Traditional field work management relied on paper and radio communications. Crews were scattered across the service territory with little to no access to information and supervisors and dispatchers had limited visibility into the location and availability of technicians and resources. In an era of rotary phones, 1200-baud dial-up modems and single wage earner families, utilities could often dictate the terms of service. While sufficient it wasn’t efficient and often placed the customer second.

    The advent of the web, mobile phones, smart devices and two wage earner families has dramatically changed the expectations for when and how service is delivered by utilities. Customers are no longer satisfied with M-F 8 to 5 call centers or service visits; many expect 24x7 on-line services; preferring to engage with the utility on their schedule not one dictated by the utility. No longer is it ok to allow the customer to wait,fearful they will miss the technician,uninformed until service is delivered. A paradigm shift has occurred; today customers want to know exactly when service will occur, so they can meet the technician when they arrive or reschedule an appointment when its more convenient for them. To deliver on-demand services utilities must undergo a transformation to a “Digital Utility”.

    The Digital Utility is characterized by the seamless integration of previously disparate solutions into a digital ecosystem that powers the service delivery platform. The Digital Utility encompasses enabling capabilities that allow for proactive management of all aspects of the business. The transformation starts with a transition from wired to wireless, desktop to handhelds and the integration of Internet of Things (IoT) devices like smart meters. Equally important is the adoption of service channels beyond the traditional call center including the web, mobile apps, interactive voices response systems, chat bots and social media that are available 24x7x365. It’s important to note that enabling these channels alone and in isolation will only exasperate the problem, to truly achieve service excellence requires the utility to create an Omnichannel experience for its customers allowing for a seamless transition between channels to complete transactions.

    The second piece of the Digital Utility puzzle is field force automation. Field force automation coupled with fully integrated work, resource and asset management capabilities enables the utility to achieve their Service Excellence goals. Customers can schedule, change and/or cancel service orders or monitor the status of a service requests in real-time, make payments or review usage 24x7x365. Technicians can send real-time status alerts to customers and notify them when they are enroute. Once on-site technicians can quickly review prior service visits and diagnose problems more quickly reducing the time on the job. Dispatchers can visualize trouble calls and field resources in real-time making more informed dispatching decisions delivering service more quickly. Appointments can be monitored to ensure they are kept;all leading to higher levels of customer satisfaction.

    Finally, predictive analytics allows the utility to improve operations, reduce costs and deliver new services to customers more quickly. As an example, by utilizing AMI reads utilities can analyze individual customer usage in near-real time and alert customers of usage anomalies thus avoiding high-bill complaints. Utilizing existing asset and work order history and blending that data with other traditional data sources like weather and soil compositions and overlying non-traditional sources like traffic loads or road surface maintenance history helps identify possible trouble spots. Proactively inspecting those areas and performing preventive maintenance if needed, can help avoid service interrupts that lead to customer complaints.

    The Digital Utility of the future is the foundation for a new service delivery model that places the customer first.

    tag

    Predictive Analytics

    IoT

    Weekly Brief

    loading
    Top 10 Fleet Management Solution Companies - 2019

    Featured Vendors

    Cloudcon

    Chris van Enk, Managing Director

    Cartrack

    Evert Pheng Hong Ong, CEO

    ON THE DECK

    Fleet Management 2019

    Top Vendors

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Read Also

    Accelerating Petcare Innovation through CRM and Digital Vision

    Accelerating Petcare Innovation through CRM and Digital Vision

    Miao Song, Chief Information Officer, Mars Petcare
    How Cloud Systems are Impacting Business Environments

    How Cloud Systems are Impacting Business Environments

    Martin Stegner, CIO, NOVUM Hospitality
    Digital Tack

    Digital Tack

    Claus Nehmzow, Chief Innovation Officer, Eastern Pacific Shipping Pte
    Brokering the Cloud Services

    Brokering the Cloud Services

    Eric Boyette, Secretary & State CIO, Information Technology
    Defining a Cloud Strategy: A Higher Education Paradigm

    Defining a Cloud Strategy: A Higher Education Paradigm

    Russell M. Kaurloto, VP and CIO, Clemson University
    The 4Ps of Digital Transformation in Pharmaceutical Industry

    The 4Ps of Digital Transformation in Pharmaceutical Industry

    Debraj Dasgupta, Operating Officer, Head of Strategy and Go-To-Market Planning Division, Nippon Boehringer Ingelheim
    Technology’s Role in The Care and Quality of Life for The Aged

    Technology’s Role in The Care and Quality of Life for The Aged

    Jose A Perez, Chief Information Officer, Hammondcare
    How ECM is Revolutionizing Organizations

    How ECM is Revolutionizing Organizations

    Thomas Phelps IV, VP of Corporate Strategy & CIO, Laserfiche
    Loading...

    Copyright © 2021 APAC CIOoutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy Policy  |  Sitemap |  Subscribe

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://fleet-management.apacciooutlook.com/ciospeaks/achieving-service-excellence-through-the-digital-utility-nwid-6919.html