CRN Project #07-19October 2009

Step 2: Click on the Send button.Step 1: Type your questions here.

How to Submit Your QuestionsHow to Submit Your Questions

The Links BoxThe Links Box

�� The Benefits of Deploying Mobile TechnologyThe Benefits of Deploying Mobile Technology�� How do CoHow do Co--ops Effectively Introduce Mobile ops Effectively Introduce Mobile

Technology?Technology?�� How Should Mobile Technology be Planned & How Should Mobile Technology be Planned &

Implemented?Implemented?�� Technical Tips on Introducing Mobile Technical Tips on Introducing Mobile

TechnologyTechnology�� Things CoThings Co--ops Should Avoid when Introducing ops Should Avoid when Introducing

Mobile TechnologyMobile Technology�� Mobile Technology: Author PerspectiveMobile Technology: Author Perspective

Mobile Workforce Technology: AgendaMobile Workforce Technology: Agenda

Page 4

Page 5

Polling QuestionPolling QuestionThis concerns one type of mobile technology: This concerns one type of mobile technology: ““Automatic Vehicle LocationAutomatic Vehicle Location”” system or AVL. system or AVL.

Does your coDoes your co--op: op: ••Already have an AVLAlready have an AVL••DonDon’’t have an AVL, but are in the process of t have an AVL, but are in the process of getting onegetting one••DonDon’’t have an AVL and have no plans to get t have an AVL and have no plans to get oneone

Page 6

TodayToday’’s Speakerss Speakers

Mike McGannonBill Durham

Page 7

The Benefits of Deploying Mobile The Benefits of Deploying Mobile Workforce TechnologyWorkforce Technology

��Success is measured by elimination Success is measured by elimination of process steps, resource reduction of process steps, resource reduction & improved ROI.& improved ROI.

��Intangible benefits include: Intangible benefits include: geography based workflow, faster geography based workflow, faster outage response & improved outage response & improved customer service.customer service.

Page 8

Mobile Technology Deployment Mobile Technology Deployment ––Cost Savings ExtrapolationsCost Savings Extrapolations

��Assign time frames and costs to existing Assign time frames and costs to existing procedures. (Disconnects)procedures. (Disconnects)

��Assign time frames and costs to the Mobile Assign time frames and costs to the Mobile Workforce Application.Workforce Application.

��Determine the reduction in the number of steps Determine the reduction in the number of steps or human interactions.or human interactions.

��Multiply the savings by the number of Multiply the savings by the number of occurrences (Disconnects) per week, month, or occurrences (Disconnects) per week, month, or year to determine savings or ROI.year to determine savings or ROI.

Page 9

How do CoHow do Co--ops Effectively Introduce ops Effectively Introduce Mobile Workforce Technology?Mobile Workforce Technology?

��Deployment strategy should leverage existing Deployment strategy should leverage existing telecommunications investments.telecommunications investments.

��Focus on Field Operations area needing improved Focus on Field Operations area needing improved workflow.workflow.

��Target Service Requests/Tasks that are:Target Service Requests/Tasks that are:�� SpecificSpecific�� RepetitiousRepetitious�� Regularly RequestedRegularly Requested�� Require Resource SchedulingRequire Resource Scheduling�� Effect Customer SatisfactionEffect Customer Satisfaction

��What is the mobile technology What is the mobile technology deployment goal?deployment goal?

��Interface/integrate with existing:Interface/integrate with existing:��SystemsSystems��DatabasesDatabases��InfrastructureInfrastructure

Page 10

��CoCo--opop’’s overall technology planning s overall technology planning process (pyramid) incorporates:process (pyramid) incorporates:��Mobile DeploymentsMobile Deployments��TelecommunicationsTelecommunications

��Mobile technologyMobile technologyplanning neverplanning neverdone standalone.done standalone.

(1) Project Start-up

--Organization & Resources

--Co-op Business Strategic Plan

(7)Done(6)FormalPlan(5) Tech to

Support Bus Initiatives

(4) Determine

Business-Driven Impacts

(3) Determine

Technology-Driven

Impacts(2) Inventory & Assess

Current Operation

Page 11

��Start small.Start small.

��Build on existing field applications & Build on existing field applications & devices. devices.

��Leverage browserLeverage browser--based corporate based corporate systems.systems.

��Extend business application systems Extend business application systems into the field.into the field.

Page 12

Wi-Fi

2-Way Data Radio

Cellular BroadbandSatellite

Other

TruckMobileCrews

WirelessApplications

PDAs &Cell

Phones

BusinessOffice

Page 13

��Avoid starting too big; implementing a Avoid starting too big; implementing a broadband network solution that covers the broadband network solution that covers the entire service area & supports voice, data & entire service area & supports voice, data & video applications.video applications.

��Avoid trying to automate all field services Avoid trying to automate all field services performed, instead focus on a particular area of performed, instead focus on a particular area of mobile workforce automation (meter turnmobile workforce automation (meter turn--offs, offs, locates, etc.)locates, etc.)

��Avoid custom & nonAvoid custom & non--scalable applicationsscalable applications

Page 14

��Avoid limiting mobile workforce application Avoid limiting mobile workforce application selection to available wireless bandwidth. selection to available wireless bandwidth.

��Avoid measuring the success of mobile Avoid measuring the success of mobile workforce solutions using only financial goals & workforce solutions using only financial goals & ignoring intangible benefits such as safety, ignoring intangible benefits such as safety, reduced errors & better customer satisfaction.reduced errors & better customer satisfaction.

�� Implementing technology without sufficient field Implementing technology without sufficient field user participation in planning, selecting & user participation in planning, selecting & deploying of mobile workforce solutions. deploying of mobile workforce solutions.

Page 15

�� Case studies involved coCase studies involved co--op staff who lived through op staff who lived through the:the:��DesignDesign��Selection & implementationSelection & implementation��Lessons learned. Lessons learned.

�� Putting Mobile Technology to Work Putting Mobile Technology to Work describes the describes the benefits, importance and industry requirements for benefits, importance and industry requirements for technology/continuity planning.technology/continuity planning.

�� The Cobb EMC mobile workforce case study is briefly The Cobb EMC mobile workforce case study is briefly described on the following slides. described on the following slides.

Page 16

For the field crew, MOBILE DATA boils down to one thing, a laptop in the truck. Just like all your other tools,

you need to understand how to operate your laptop.

Air Card (Data Only Phone Card)

Mobile Connection Manager

SSLConnection

IntergraphI/MobileTC

CampusWireless(802.11)

Basic Components that MakeBasic Components that Make--up a up a Mobile Workforce LaptopMobile Workforce Laptop

Page 17

Mobile Workforce tools give you Mobile Workforce tools give you Multiple ways to Connect to the Multiple ways to Connect to the

CoCo--op Business Officeop Business Office

Mobile Connection Manager

Air Card(Data Only Phone Card)

SSLConnection

Mobile Application

CampusWireless

(1) Campus Wireless (802.11g/n)

(2) Dialer + SSL Connection + Mobile Application

WAP

Page 18

WAP

WAP WAP WAP

WAPWAP

WAP

WAP

Typical Campus Wireless Typical Campus Wireless ––WiFi HotspotWiFi Hotspot

Page 19

How do I get there? � Navigation

Where are they now? � Real Time Tracking

Where have they been? � Historical Tracking

�Section 2 of the report discusses GPS Mobile Data Applications and Integration considerations. Also, the East Central Energy case study contains a good example of the use of GPS data and installing AVL.

Page 24

�� Can the CoCan the Co--op reduce fuel costs by improving service order op reduce fuel costs by improving service order routes?routes?

�� Do the field teams waste too much time reading paper maps, Do the field teams waste too much time reading paper maps, plotting directions, asking for or discussing directions, etc.plotting directions, asking for or discussing directions, etc.

�� Does the CoDoes the Co--op have vehicles and equipment getting stolen or op have vehicles and equipment getting stolen or misplaced?misplaced?

�� Is the dispatching and rerouting of service orders and realIs the dispatching and rerouting of service orders and real--time time trouble tickets inefficient?trouble tickets inefficient?

�� Can the CoCan the Co--op improve customer service by improving op improve customer service by improving knowledge of the field crewknowledge of the field crew’’s location?s location?

�� Can the CoCan the Co--op reduce the maintenance costs on vehicles and op reduce the maintenance costs on vehicles and equipment by improving accountability for these assets? equipment by improving accountability for these assets?

Page 25

Service Area Wireless Coverage Issues � Blended Solution

IT Infrastructure Interfaces and Standards � Wireless LAN/WAN

Integration with Internal Software Apps. � Shared Databases

GIS Data linkage with GPS Data � Stored as Attributes

Page 26

�� Narrowbanding of the FCC spectrum below 512 MHz Narrowbanding of the FCC spectrum below 512 MHz requires corequires co--ops to:ops to:�� Prepare for and execute the required frequency Prepare for and execute the required frequency

changes coming in the next several yearschanges coming in the next several years�� Capitalize on the available spectrum bandwidth for Capitalize on the available spectrum bandwidth for

new VoIP, data & video applications/solutions.new VoIP, data & video applications/solutions.

Page 27

� Myth: Narrowbanding requires licensees to implement digital technology

– FALSE: 12.5 kHz equipment can operate in analog or digital

� Myth: Narrowbanding requires licensees to operate at 6.25 kHz efficiency

– FALSE: There is no date set at VHF/UHF requiring 6.25 kHz efficiency operation

� Myth: Interoperability may be negatively impacted

– TRUE: Until all licensees completely transition to narrowband, some may operate on interoperability channels with 25 kHz equipment while others operate 12.5 kHz equipment. Distortion or volume discrepancies can occur.

VHF/UHF Narrowbanding VHF/UHF Narrowbanding ––Myths & TruthsMyths & Truths

Page 28

�Myth: A licensee, using commercial, off-the-self test equipment can bring a transmitter into acceptable limits by realigning the deviation from the current 5 kHz down to the new 2.5 kHz to be in compliance.

– FALSE: To be compliant, the radio must be certified under Part 90.

�Myth: Licensees will end up with twice as many channels

– FALSE: Licensees stay on the same channel centers (do not split channels)

�Myth: Failure to narrowband will result in secondary status

– FALSE: Non-compliance is a violation that will be enforced by the FCC Enforcement Bureau (loss of license, fines, etc.)

�Myth: FCC will allow continued 25 kHz operation after 1/1/2013 by waiver

– MAYBE: The FCC has taken a hard line policy on narrowbanding. Exceptions are extremely unlikely.

VHF/UHF Narrowbanding VHF/UHF Narrowbanding ––Myths & Truths continuedMyths & Truths continued

Page 29

Typical Co-op Member Service Request Process:

� The electric co-op workflow typically begins with the member contacting the business office to order new service, report an outage, disconnect power, request a meter read, etc.

� This member service request follows a workflow process that can be part manual, part electronic, and could cross several departments or internal work groups.

� It can be further edited, reviewed, and assigned to a resource scheduler and a field service manager for planning purposes in order to effectively perform the service requested.

� Eventually, the service request is assigned to a specific co-op field representative to be performed, recorded and closed.

Page 30

Co-op Service Requests Using Mobile Technology:

� The effective use of mobile technology will allow this basic member service request to move more effectively and efficiently through the entire workflow process, keeping track of its status from essentially “cradle to grave”.

� Mobile Workforce Technology has the Following Benefits:◦ Minimizes the amount of Human Involvement◦ Less Opportunity for the Introduction of Manual Errors ◦ Reduces the Number of Job “hand offs” Required◦ Allows for Real-Time Updates of Status for Members◦ Paperless. Records can be Stored and Archived◦ Resource Planning Tools can Automatically Route Requests◦ Reduces Overhead, Processing and Auditing Costs

Page 31

QUESTIONS?QUESTIONS?

Step 2: Click on the Send button.Step 1: Type your questions here.

How to Submit Your QuestionsHow to Submit Your Questions

The Links BoxThe Links Box

THANK YOU!THANK YOU!