Bord Gáis Networks has selected software from US firm ClickSoftware Technologies to reduce the cost of services to its customer base and help prepare the company for the next regulatory review set by the Commission for Energy Regulation (CER).
ClickSoftware provides workforce-management and service-optimisation solutions and Bord Gáis is using the firm’s workforce-scheduling solution to optimise the deployment of its field workforce.
The previous paper-based and manual systems used by Bord Gáis were not capable of sustaining improvements to operational efficiency.
Inaccuracies, delays and incomplete return of information in the field by field service engineers reporting completed jobs, led to duplication of effort in handling and analysis of data. The system also provided little visibility of timely field operations activities to the customer services agents.
The ClickSoftware solutions will be used across all business streams of Bord Gáis Networks – emergency and metering, maintenance, construction and repair.
The software allows Bord Gáis visibility of its entire field operations and can be used to schedule the right staff to the right place at the right time.
It will manage a wide variety of job types, from short-duration jobs such as meter reading to managing crews on jobs that span over multiple days and requiring multiple people.
The software will also enable Bord Gáis’ dispatchers to easily see and make decisions based on real-time information about where engineers are in the field. Critically, it will also allow dispatchers to locate engineers with the requisite skills for fast emergency response such as in the case of gas leaks, for which Bord Gáis have a sub-one hour attendance criteria anywhere in Ireland.
Article courtesy of businessandleadership.com
Photo: ClickSoftware provides workforce-management and service-optimisation solutions and Bord Gáis is using its workforce-scheduling solution to optimise the deployment of its field workforce.