Best Practices for Utility Field Service Management

Maintaining efficient and effective utility field service management practices is easier said than done.  This is because the process involves many components and variables – crew logistics, dispatching, workorder completion, equipment and supply sourcing, communication and reporting, etc.  Simply put, there are a ton of moving parts!

Luckily, I just stumbled onto a nice article from Energy Central that provides tips for managing these activities efficiently.  What follows is an abridged version of the article’s advice.

Recommendations for Enhancing Utility Field Service Management Practices

For the full list and details, check out the original Energy Central article.  If you’re pressed for time, here is the short version:

• Consider upgrading the system to one that relies on digital technology. This may be the most ambitious idea on the list, but it’s critical especially when you consider that many utilities are using outdated systems that were installed decades ago.  There is no longer a decent rationalization for using things like spreadsheets or paper forms; instead, solutions that leverage smart devices and cloud storage capabilities to maximize automation should be considered.
• Provide time-tracking tools to employees to automate the process and provide more time for completing workorders or repairing equipment. These tools typically also provide real-time analytics for managers to track performance in a more granular manner.
• Adopt a digital inventory management system for parts and supplies. These systems can help automate stockroom management and make it easier for employees to find and obtain needed supplies, thereby saving time.
• Adopt systems to improve and digitize customer interactions. These solutions can, for example, perform virtual infrastructure inspections, facilitate remote product demonstrations, or provide instructional information, so that customers won’t need to be physically near technicians to interact with them.

In the final analysis, although there are exceptions to every rule, some utility field service management practices can be somewhat archaic.  New and innovative solutions are out there, and more are being launched every year, so now is the time to develop a plan to enhance the efficiency and effectiveness of field services.