News : Aurora Energy Rolls Out Workforce Mobility Program
May 5, 2014 -- State-owned electricity distributor Aurora Energy has begun the process to replace its paper-based fault response system with a mobile alternative for its field workers.
The Tasmanian utility has started deploying Intergraph's InService software, running on Motion Computing's field tablets, to 375 of its approximately 400-strong field fleet.
The former paper-based solution had been time-consuming and prone to human error, Perry Rogers, operational technology manager of Aurora's distribution business, told iTnews.
Aurora contact centre staff previously informed field workers of an incident by phone. Once the job was complete, the field workers were then required to go back to the office to close out the paperwork.
It meant the paperwork for a job could take the dispatch team weeks or even months to complete.
Now, the field dispatch team work with one source of data on an electronic system that allows incidents to be closed on site.
"The team will now be able to close the jobs on site at the time. More efficiently dispatching, receipting and closing out the work will help us to deliver improved customer value," Rogers said.
Rogers said he expected the real benefits of the mobility system will be reaped when critical incident management events occur, such as a natural disaster.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - 5 Ways To Demotivate Staff
About AURORA Energy:
Aurora Energy is a state government-owned electricity distributor and retailer in Tasmania. The company employs approximately 1,100 people and has operations in Tasmania, Victoria and South Australia.
Published: Tuesday, May 6, 2014
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact i...
Doxim is a provider of SaaS-based customer engagement solutions for credit unions, community banks and wealth management firms. Doxim’s Customer Engagement Platform helps financial institutions transf...
8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati...