Northumbrian Water

Mobile staff optimisation allows a more sustainable business

BT Field Force Automation solution helps Northumbrian Water drive culture change, improve productivity, and enhance customer service

Summary

BT was selected as Northumbrian Water’s implementation partner for a Field Force Automation (FFA) solution. A blend of technology and consultancy that would cost effectively help leapfrog the company to the forefront of industry best practice.

About the customer

Business perspective

Northumbrian Water has invested heavily to build a sustainable future for regional water and sewerage services, whilst maintaining low costs to its customers, but its rate of progress was beginning to fall behind some of its competitors. The company understood that efficient work allocation and scheduling is a key driver towards lower costs. A step change was required and FFA was the key. In selecting BT as its implementation partner, Northumbrian Water recognised BT as one of the pioneers of FFA, having used the technology extensively itself since 1994.

Technology perspective

A six-month pilot involving around 80 vehicles and 100 people commenced in September 2006. BT helped plan and participated in a series of road shows to communicate the objectives to staff. Thereafter, vehicles were fitted with GPS tracking devices and engineers were provided with handheld mobile devices (PDAs) to receive and send information about jobs. To support the rollout BT delivered end user training, established a helpdesk (for both the FFA technology and the business applications) to support users, and provided a repair and replacement service for mobile devices.

Key results

• Engineer’s job status and vehicle location now visible instantaneously
• Productivity increased by 10 per cent, from optimal job allocation and a reduction in ineffective time
• Driven mileage 20 per cent lower, reducing the company’s carbon footprint
• Productivity benefit from reduced paperwork and information sharing
• Full scale roll out to 850 mobile operatives and 760 vehicles now underway

Sales Journey categorisation

• Enabling your workforce

Products referenced in case study

• BT Field Force Automation technology and consultancy

[Quote]

“It was clear from the outset that FFA was not an end in itself but an enabler for cultural and business change within Northumbrian Water. It is already apparent that the combination of technology, process rationalisation, and the greater visibility of jobs and the fleet are having a remarkable impact on our efficiency and effectiveness. BT is assisting us greatly in this transition.”

Brian Olley
Work Management Programme Manager
Northumbrian Water

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