Trouble Calls• Single Call – schedule service technician visit• 3 calls from the same street – send maintenance technician
A Key to Service ImprovementLeverage the system intelligence by documenting the tree-and-branch network relationship between the customer connections:• Parent-child• Sibling Sibling Network Locations Parent Network Location
Create an Engineering to Billing Connection Modify the NOF Form • Add a utility to generate a network ID in Billing • Add a Network ID column in the NOF Form • Add a new “OSP LAST ACTIVE DEVICE” Network ID column to the NOF
Network ID & Address Connection Generator • A Spatial Join Utility replicates an installer connecting a house to the nearest tap.
Network ID Encapsulates Network Genealogy & Spatial Data in the Account Records
Billing to Network Monitor Sync Passes Network ID for Processing
NETWORK ID processing detects customerassociations:Differentiates SYSTEM OUTAGES FROM POWER andIN-HOME OUTAGES.Directs maintenance crews to the ROOT CAUSE
Trouble Calls• Calls are programmatically matched to the monitor-detected system and power outages. Calls become more informative to the customer. Non event-matching calls are more likely to be in-home problems.
Create a Billing to Engineering Connection• Train the GIS data entry group to match the billing system address syntax used in IT• Setup automated utilities: – Daily billing system imports into GIS – Perform SQL join – match billing to GIS addresses – Update GIS account number on match
When IT-GIS Addresses Sync,White Dots Turn Color to Indicate Reception Conditions
GIS, a Game-Changing Team Player with just 2 Adjustments• 1. Modify the NOF Form – Engineering to IT link via Network ID transfer• 2. Install an IT Account to Engineering SyncImpact• Network Operations• Customer Service• Field Operations – Service/Maintenance