Iberdrola usa improves customer satisfaction, productivity and crew safety with field automation

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  • 1. Iberdrola USA SAP Workforce Scheduling and Optimization by ClickSoftware Project Overview for SAP Utilities Conference September, 2013
  • 2. 2 Overview Technical Details Sample Views Current Status Lessons Learned
  • 3. About Iberdrola USA • Iberdrola USA Operating Companies consist of New York State Electric and Gas (NYSEG), Rochester Gas and Electric (RGE), and Central Maine Power Company (CMP). • From New York to Maine, Iberdrola USA utilities deliver natural gas and electricity to nearly three million customers across two states. • The Click project applies to NYSEG and RG&E only 3
  • 4. 4 Project Goal • Improve employee productivity, streamline and improve business processes, improve electric and gas emergency response, and enable IUSA business activities through field automation. – This will be accomplished for NYSEG and RG&E by replacing the SAP MAU application with a new scheduling and mobile solution
  • 5. 5 Field Automation Business Needs Current mobile functionality gaps: • MAU Syncing issues • MAU scheduling issues for RG&E • No mobile dispatch of Electric and Gas Trouble for NYSEG Improve productivity through: • Optimized dispatch, scheduling and routing of work • Real time transfer of work task details • Electronic reporting of completed tasks Improve Electric and Gas Emergency Response through: • Electronic dispatch to emergencies • Event alerts for dispatchers and field workers • Field entry of estimated restoration times
  • 6. Project Overview • Implementing ClickSoftware for NYSEG and RG&E including modules: ClickSchedule, ClickMobile, ClickLocate and ClickAnalyze • Scope includes meter work, meter maintenance, collections, move in / move out, outage and trouble. • The impacted areas are Customer Service, Gas Operations and Electric Operations • ClickSchedule and ClickAnalyze will be used by Supervisors and Managers in the impacted areas. • 661 vehicles equipped for Click Mobile users. ½ of those users are current MAU users; ½ are new mobile users • Roll out January through October 2013 6
  • 7. Click Functionality Summary • ClickSchedule provides automatic scheduling of resources, improved route optimization and real time dispatching for unplanned work. Integration with ESRI GIS accomplished with ClickLocate. • Realtime Service provides the field user interface for receiving, reviewing and completing assigned work. • ClickAnalyze provides reporting, monitoring and analytical tools to leverage the data produced by Click Schedule to optimize performance. 7
  • 8. 8 Technical Details
  • 9. External Resources • System Integrator - Energy4U (parent company Atos) located in Germany – Specific technical expertise in Mobility, ClickSoftware and SAP – Specific knowledge of our SAP implementation – ClickSoftware and SAP partner relationships – Goal oriented, confident approach based on clear understanding of our requirements and proposed solution – Positive vendor references – Competitive Price • Evora (extension of Energy4U) located in Bangalore, India – .Net and SAP ABAP expertise located in Bangalore, India • ClickSoftware professional services located mostly in Israel 9
  • 10. 10 High Level Solution • Customer initiated work generated from SAP CCS via notifications created by CCS users, IVR calls and web transactions like they are with SAP MAU • SAP interfaces with ClickSchedule • The crews receive their work on Panasonic CF 19 Tough Book computers via communications leveraging our existing Radio IP infrastructure and cellular communications • We have also introduced ruggedized Panasonic H2 Tablets for some users
  • 11. Click IT Architecture 11
  • 12. SAP Integration: PI Adaptor versus SXP Adaptor • Two existing methods to integrate ClickSoftware with SAP. SXP is the legacy method. Focus now is on PI. • IUSA requirements: We use SAP CCS notifications to process the work in the Click NY scope of work The decision to use notifications was made during the implementation of CCS Switching from notifications to orders would require a significant amount of rework to custom code and a great deal of testing (estimate at least 9 months effort) Plan is that when we implement SAP CCS at CMP we would implement SAP PI in order to support AMI functionality 12
  • 13. Acquiring the SXP Adaptor • We purchased ClickSoftware via SAP Workforce Scheduling and Optimization (WSO) package • The WSO package we purchased included the PI adaptor not the SXP adaptor • There was a version of the SXP adaptor on the SAP Marketplace that is supported with Click version 7.5.x. However, we are using Click version 8.17 • SAP indicated they would not certify or support the SXP adaptor for the Click 8.1.x version • Later reached agreement to receive SXP adaptor from SAP Marketplace and will have support for a fixed period of time • Energy4U was able to utilize the SXP adaptor certified for the Click 7.5.x version for our integration 13
  • 14. GIS Integration Decision • Click GIS integration needs Work scheduling and assignment Dashboard map view integrated with Click Schedule Navigation instructions for field crews • Options – ESRI, PTV or MapInfo 14 • Pros of using ESRI Leveraged existing ESRI environment and licensing Map view would be consistent for OMS users who need to see ClickSoftware and OMS at the same time • Note: The ESRI adaptor from ClickSoftware was professional services not a packaged template
  • 15. Testing results Testing phases: •Integration testing •Background Optimization testing •Business testing 2,000 test cases executed 275 issues logged 21 open issues at go live no category 1 (critical) issues 15
  • 16. 16 Sample views
  • 17. 17 Click Schedule view showing ESRI integration
  • 18. 18 Click Schedule View of Gantt Chart
  • 19. 19 Click Schedule – Editing a Calendar Entry
  • 20. 20 Realtime Service (RS) aka Click Mobile Home Screen
  • 21. 21 Realtime Service (Click Mobile) – Detailed Task Screen
  • 22. 22 Realtime Service Click Mobile – Red Tag Screen
  • 23. 23 ClickAnalyze
  • 24. Current Status – Balancing Act • Equipment deployment to 661 vehicles complete • 12 of 17 divisions in production, 5 Remaining divisions to be implemented in September and October 24 • Training completed for Energy Control Call Centers. JIT training for Division users at roll out. • Working through challenges with automatic scheduling results, connectivity issues and new mobile user acceptance
  • 25. 25 Lessons Learned To Date
  • 26. 26 Energy4U feedback regarding SXP Adaptor – OOTB extensibility is only given at specific points in the framework which are restrictive for an implementation with custom requirements. – Using SAP standard extension mechanisms (mainly implicit enhancements) E4U was able to implement the custom enhancements required and had no show stopper issues. – In future projects (i.e. CMP Click implementation) Energy4U recommends using the PI adapter (as is planned for CRM)
  • 27. 27 ClickSoftware Advisory Services worked well • Spec review • Review of Dev environment installation and configuration • Concept design discussions • Support for ESRI adapter installation and bug fixing • Scheduling logic configuration • Provided sample coding for certain custom requirements • Support on product bugs • On site support for tuning issues escalation
  • 28. 28 Iberdrola USA Distributed Team Feedback regarding IT Architecture • ClickSoftware virtualized well (running on virtual machines) • Initially implemented on Hyper-V 2008 environment and migrated to Hyper-V 2012 in June • Reused existing infrastructure for field device connectivity (Radio IP), which minimized design and deployment complexity
  • 29. Mobile Device Selection The Plus side • Panasonic CF19 expertise and track record • Equipping vehicles (versus use of Smartphones) provides stronger cell communication due to antennae in the vehicle • Required less application redesign • ToughBooks more feasible for our user community • Excellent vendor – TransCOR for vehicle installations Down side • Logistics of 661 vehicles,17 Divisions across New York State took 6 months (through bad winter) tough on users, project team and vendor • Multiple points of failure between the antennae and the keyboard in the vehicle • Long term maintenance and life cycle refresh • Panasonic H2 challenges • Cost per user 29
  • 30. Automated Scheduling Challenges • Normal to go through tuning after implementation; however, process is frustrating for the user community • Problem areas – same site issues, zig zag routing and schedules not filling up • Results difficult to measure, need subjective and objective feedback • Careful examination required. Many reported issues were determined to be perception versus reality • Escalation of problem solving effort resulted in key findings for GIS Warm Up required and implementation of scheduling area concept to improve performance of the scheduling optimization • Implemented tuning changes and measuring results • Also required implementation of custom mass schedule functionality 30
  • 31. Deployment and On Site Support • Original plan to migrate from MAU to Click by Division good, but initial plan to do a full roll out in 6 consecutive weeks was completely unrealistic • Roll outs adjusted to give time to address scheduling challenges and to provide more on site support for training and roll outs • Training on site for each division a real plus for the users • On site presence during go live week was essential to the success of the roll outs • Project help desk triage of issues and point of escalation • Continuous improvement of implementation steps • Teamwork essential to the overall success – team dynamics for such a big and long project – forming, storming, norming, performing 31
  • 32. 32 Global Team • Team members in US: Augusta Maine, Rochester NY, Binghamton NY + several other NY locations • Energy4U – Munich and Bielefeld, Germany • Evora (extension of Energy4U) – Bangalore, India • ClickSoftware - Israel • Benefits of working remotely far outweighed the difficulties • Used conference calls and Web Ex for collaboration • On site visits had to be well planned and choreographed • Different time zones meant that someone was working all the time • Personal note: we were able to build good friendships despite the miles between us
  • 33. 33