Field Service plays an essential role in linking customers to a utility. Most Field Service
organizations are responsible for connecting and disconnecting service, when customers move
in, out, or around the company’s service territory. In addition, Field Service often assumes the
responsibility for disconnecting customers for non-payment and reconnecting meters once
accounts are brought current. To better understand how utilities are dealing with the challenges facing the Field Services
function and its day-to-day operations, the Ascent Group conducted its second annual
benchmarking project to evaluate Field Service performance and practices.