Utility Mobile IT Adoption
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Utilities are looking to adopt mobile solutions to increase efficiency and productivity, improve decision making, and reduce costs. Capgemini developed a mobile solution for Hydro One Networks to automate the mass replacement of over 1.2 million electrical meters across Ontario. The mobile solution streamlined the meter replacement process, allowing installations to be completed same-day instead of taking 2-3 weeks. The solution provided significant cost savings by digitizing the end-to-end process and enabling real-time monitoring and issue resolution. Mobile technologies provide benefits like faster completion of repetitive tasks, two-way information exchange, and integration with existing enterprise systems. Utilities must select solutions that are easy to use, flexible, durable, and support future needs and technology
Utility Mobile IT Adoption
- 1. Utilities the way we do it Utility Mobile IT Adoption Going Mobile Is Smart Overview costs, improve productivity and Although utilities have greatly make better decisions throughout improved back office operations, they their organizations. are still feeling pressure to increase the efficiency of routine activities. A The mobile solution described in the wide range of drivers is fueling this following Advanced Metering pressure. Deregulation is making the Infrastructure (AMI) case study was industry increasingly price developed by Capgemini in competitive, while government and collaboration with Hydro One industry compliance requirements are Networks, one of our many client becoming ever stricter. As partners in the utility industry. The transmission and distribution challenge was to deploy an Advanced infrastructure continues to age, so, Metering Infrastructure (AMI) that too, does the workforce. Qualified spans a geographical area twice the people are getting harder to find and size of Texas. Capgemini was asked to more expensive to hire.Customers are develop a robust set of processes and demanding 24/7 availability, tools to enable the mass meter change environmental awareness, accurate operation, and in response, we billing, and quick fault resolution. In designed the Meter Change Automation addition, utilities wish to be better (MCA) approach. MCA is a leading prepared for unexpected incidents industry example of how an such as power outages. industrialized process—specifically, a mass replacement of over 1.2 To help meet these challenges, million electrical meters across companies are looking to adopt Hydro One Networks’ mobile solutions to further control
- 2. service territory in Ontario, even touch on the immediate benefits Why Go Mobile? Canada—is being enabled through the of employee and customer satisfaction, Utilities know they need to increase latest mobile technology and tools. or the long term benefits such as productivity and find cost savings, but The result will be significant cost record updating, long term equipment they may be unclear about how savings to the client. monitoring, superior forecasting of raw mobile technology uncovers those materials, and during an emergency, the benefits. At Capgemini, where we are With our global AMI project expertise rapid dissemination of instructions. completing live deployments in and the collective intelligence of the utilities, we can confidently say that a world’s leading utility companies The New Mobility mobile solution adds value in virtually behind us, Capgemini is in a position The definition of a “mobile solution” has all parts of a utilities provider’s value to offer advice on what to look for evolved. Phase one, wireless e-mail and chain. when considering mobile solutions Internet access, enabled employees to and to provide leading practices for communicate with co-workers and Two key capabilities offered by going their implementation within the utility access information remotely from their mobile stand out above the rest. industry. In addition, this report looks cell phones. Phase two was the creation at the “new” mobility, and outlines of industry-specific applications, such as Mobile solutions allow repetitive, several high-payoff mobilization those designed for utilities. The third time consuming activities to be areas that all utility executives phase saw the improvement in the actual done faster and accurately. should consider. mobile device, as witnessed by today’s The AMI Case Study began with an handheld or “pistol grip” mobile units existing process to replace meters, The AMI Case Study that are designed for field work, working which was cumbersome and error Consider this scenario. Hundreds of consistently without losing connectivity prone. Back office clerks generated field workers travel to individual or draining battery power too quickly. work orders, and field staff visited homes and businesses across Ontario. And today’s devices come with a locations carrying printed installation Their mission is to convert over 1.2 “whatever you choose” selection of orders on which they hand wrote their million conventional electric meters to options: GPS information, bar coding, reports. Back at the office, clerks once smart meters. The initial estimate for voice applications, signature capture, more copied the data into the each end-to-end change was two to three weeks to complete. But these imaging, printing and pairing with customer service system. Often, they field workers carry small, wireless, calibration tools to name just a few. couldn’t read the handwriting and hand held PDAs and tablets that stopped to verify an address or locate enabled the change to be completed The most recent phase delivered vast missing information. the same day. Rugged and adaptable improvements in mobile application to extremes in climate, the devices security. This changed the whole Equipping our client’s mobile field manage every step of the process, paradigm for how mobile technology force with mobile PDAs, with a from creating the initial paperless can be used. Companies now trust the custom built Work Management work order to documenting the meter technology with information that application, is like giving each change and changing the customer flows not just back from the mobile member of the team a small computer over to a new billing system. device, but out of the enterprise. to carry on their belts. The device Organizations are able to use mobile provides a paperless solution that Meanwhile hundreds of miles away, units to bring information into reduces installation times by allowing supervisors back at the project office enterprise applications such as the mobile field force to download/upload monitor the installations as they take Enterprise Resource Planning (ERP), their work orders by batch from the place, in real time. Of particular Enterprise Asset Management (EAM), office or field each day or as required. importance from a customer service Customer Information System (CIS) Whether they are repairing, point of view, are exceptions where and Supply Chain Management inspecting, installing or reading a installation cannot be completed. (SCM). This advancement is meter, most of the information already These issues are quickly resolved by particularly important to utilities, is recorded on the device. If the on-site changes to the work order, and where rapid incorporation of installer makes an error entering data, if additional equipment or services are information from the field allows the device corrects mistakes on-site, required, both are dispatched quickly companies to optimize power such as address inconsistencies or to the site, plus recorded in inventory. generation, transmission and missing data. New information is distribution through improvements recorded in real time in the customer A strong return on investment is only in planning, scheduling, inventory service system, which streamlines the the beginning of the bottom line management, logistics and process for verifying installation or results. In fact, a strong ROI doesn’t other processes. dealing with customer inquiries. 2
- 3. Utilities the way we do it Mobile technology facilitates two- n Improve visibility into work status applications, whichstore pertinent way exchange of information. n Enhance safety and security data and logic on the device so it can Consider the technician on the job n Reduce compliance and reduce be used even when connectivity is not in a northern community, miles from available, offer a great advantage to regulatory fines the main office. He needs to review employees in the field. n Increase responsiveness particularly past repairs on equipment that is malfunctioning, plus check the status during an incident like a power outage Solution Architecture of parts in inventory. By being able to As a result, employee and customer and Integration quickly review asset conditions and satisfaction increases dramatically. Utilities Mobile solutions are generally geared historical repair data with confidence also report that the overall life of their toward getting data in or out of back that it is updated, accurate assets is extended because engineers and end systems and integrating it with information, he is able to make a technicians now have the time to do exchange information. The best preventative maintenance. Easy access to mobile solutions are able to integrate decision in the field and then clear his seamlessly into multiple systems decision with his manager hundreds historical records improves first time fix immediately in order to provide of miles away that afternoon. rates. Finally, extending core back end employees with all of the information systems to mobile devices helps they need as a part of a single The ability of today’s mobile devices to companies get the most out of their application, and to allow workers flow information into an organization’s investment in these applications. to simultaneously update several data banks and enterprise applications Mobile solutions that integrate into systems based on information existing enterprise systems means that captured in the field. is especially beneficial to electrical sophisticated systems, like project companies. Data from the utility either management and GIS, are now Technology Capabilities resides outside of the enterprise What depth of functionality and extended to as many employees as (meter readings, asset condition, etc.) possible. technology capability does a solution or is needed but otherwiseinaccessible require? More is not always better. in the field. Selecting the Right Mobile Over-engineering a mobile application Solution: Leading Practices may diminish performance and In the AMI Case Study, the mobile Suppose it is known which areas of usability, and can make the mobile solution did far more than just the business need to be mobilized and device difficult and expensive to convert traditional meters to smart a strong business case for mobile maintain. It is, however, important meters. The mobile solution was deployment has been presented. How that a mobile vendor addresses the designed so that workers replacing old does one select the right solution? following areas to ensure that a meters were able to electronically solution has the flexibility to meet gather other important data such as Usability long term needs: No matter how brilliant the underlying n Does the mobile solution support a meter numbers, meter reads, GPS technology or tangible the business benefits, broad range of devices? coordinates, and customer premise will the mobile solution be easy to n Does it provide integration with details. This information is critical in use, durable and dependable? Such the next phase of the project’s other mobile applications? features greatly reduce frustration for implementation because it provides an n Where and when do employees need the front line users of the mobile hardware. interface for a paperless meter When equipping the mobile field force for wireless connectivity, and how will decommissioning process. It will allow smart meter installation, Capgemini helped this be met? for the recycling of conventional the client select durable mobile devices that n Is the vendor able to easily - meters and a method of cost recovery. could withstand field conditions of weather integrate new technology and and location, with battery life that ensured additional peripherals? Mobile Benefits Beyond Cost usage over a long period without n What security measures are available Savings and Productivity interruption. at what levels, and can these be Mobile technology creates a wealth of adjusted over time? direct and indirect cost benefits. In It is important to also look for Flexibility and Future Upgrades addition to increased productivity and intuitive workflow that reflects the way workers actually perform tasks. It is critical to understand how a reduced costs related to streamlined Inquire about solutions that don’t vendor develops and upgrades its operations and administration, labor, always depend exclusively on software. Find out how and where scheduling and inventory handling, connectivity. “Thick” client based changes and updates are made, and if mobile technology can: Utility Mobile IT Adoption: Going Mobile Is Smart 3
- 4. www.capgemini.com/smartenergy the vendor’s development framework With years of global experience and Capgemini simplifies enterprise wide allows for inexpensive custom unmatched execution expertise deployments with a leading strategic applications or modules in the future. serving hundreds of customers, architecture for one or more mobile Capgemini helps organizations with applications while you concentrate on Long Term Mobility mobile workforces who must business processes. Capgemini also Finally, consider the long term streamline workflow and improve sets the standard for adapting to mobility strategy. Does it include productivity. Capgemini delivers quick rapid change. deploying a single application or ROI by delivering rapidly deployable potentially mobilizing several areas of mobile solutions built on a the business? Evaluate vendors on configurable mobile agentry platform. their ability to provide ready-to- deploy applications for multiple areas Capgemini SMART MCA Suite in the company’s value chain. Such includes multiple tools for the fastest solutions dramatically reduce project path to mobilize enterprise systems. times and save companies significant Unlike other mobile solutions, resources in application development, integration and customization. Smart Energy Services—Experience Reduces Risk In Summary Companies in the utility industry are Capgemini’s Smart Energy Services (SES) provides the full spectrum of smart metering, quickly adopting mobile technology smart grid, smart home and smart analytics solutions through leveraging best practices to drive efficiencies. Whether your developed over the last 10 years working alongside the world’s leading utilities. Our company owns several steps of this team has extensive utilities industry experience with an unequaled track record for process or concentrates on a single successful innovation and delivery. We are helping over 43 million utility customers by area, mobile solutions present delivering sustainable energy efficiency and environmental solutions—transforming countless opportunities to improve utility operations and the customer experience. Our commitment is strong with more employee workflow, maximize the than 8,400 professionals dedicated to the utility sector. More information is available at quality of data in back end systems www.capgemini.com/smartenergy and cut paperwork from everyday processes. To fully achieve these benefits, ensure About Capgemini ® ® that you select mobile tools that are easy to use, versatile, durable and With around 120,000 With EUR 670 million revenue in 2011 scalable. Understand that the solution people in 40 countries, and 8,400 dedicated consultants will change over time, both in size Capgemini is one of the world's foremost engaged in Utilities projects across and in scope, and look for a solution providers of consulting, technology and Europe, North & South America and that will accommodate this. Above all, outsourcing services. The Group reported Asia Pacific, Capgemini's Global think strategically about mobile as a 2011 global revenues of EUR 9.7 billion. Utilities Sector serves the business part of the overall IT infrastructure, Together with its clients, Capgemini consulting and information technology security profile and back end creates and delivers business and needs of many of the world’s largest system environment. technology solutions that fit their needs players of this industry. and drive the results they want. Finally, seek advice from mobile A deeply multicultural organization, More information is available at specialists and companies that have Capgemini has developed its own way of www.capgemini.com/energy deployed multiple solutions similar to working, the Collaborative Business yours at companies like yours. ExperienceTM, and draws on Rightshore®, its worldwide delivery model. Rightshore® is a trademark belonging to Capgemini Gord Reynolds Alon Gat EUC_UTLMOBFLR_031809_012 Smart Grid Operational Services Leader Utility Industry Specialist / AOS [email protected] [email protected] +1 416-732-2200 +1 416-930-7405 Copyright © 2012 Capgemini. All r ights reserved.