Customer Services goes Mobile!

The mdm (Mobile Data Management) solution has been rolled out in Networks Customer Services and is delivering key benefits for staff and the business.

Background
The MDM solution was developed and released as part of the NITA (Networks IT Applications) programme of new IT solutions for the Networks business.

The solution was first piloted with staff in Finglas, Dundalk, Drogheda and the Database team. The tremendous cooperation of the staff in these Areas resulted in the solution being improved and resulted in a successful roll out across Customer Services and Database. This phased roll out to 348 Network Technicians was managed by a dedicated team from Networks and was completed in early December 2008.

The MDM solution is essentially about replacing AREAS generated paper work instructions (CX111 forms) with electronic work orders processed on a mobile device. All 84 meter works service order types have been mobilised.

How it works
The attached diagram gives a simple overview of the MDM solution.

Meter works service orders created on SAP IS-U are scheduled on AREAS to a mobile NT. The scheduled orders (or calls as they are known on AREAS) are transferred to a handheld mobile device over the Vodafone GPRS network. The NT completes the order on the mobile device by entering the normal details e.g. meter readings, energisation status, loop impedance tests etc. He or she then synchronises the completed order back to SAP IS-U and AREAS, again over GPRS. SAP IS-U is updated automatically and a market message with the work order status and meter readings is issued to the relevant Supplier.

Value of MDM
The key benefits of the MDM solution are:

• The quality of data is improved. An integrated barcode reader on the mobile device allows the meter number to be scanned. Data validation on the mobile device guides the user to entering full sets of correct data. Updates from NTs are reflected almost immediately on SAP IS-U and AREAS.
• We can provide electricity suppliers with data within c.5-15 minutes of orders being completed on site. Meter readings are sent automatically from SAP IS-U. This ensures that our Service Level Agreement with suppliers is always met.
• The solution is part of our sustainability strategy. We can replace 150-200k per annum paper work instructions with electronic orders.
• Update of 'CX111' data is largely automatic on SAP IS-U, thus reducing manual data entry by the Database team.
• Data Integrity is improved and data is not lost. In common with all paper processes, CX111 forms were sometimes mislaid or went missing.
• Follow on work is accommodated and linked to the original service order.

The MDM solution has been designed to enhance the quality and timeliness of our data and this is essential to providing a consistently high level of service to both customers and suppliers.

Support for MDM
The MDM solution is complex and involves many components. Providing effective support to users is the key to ensuring we derive the benefits outlined above. This is all the more difficult with mobile technology, as along with being complex, users are often remote from offices and colleagues. The Networks and ICT support teams have provided comprehensive levels of valuable support and continue to work successfully with the mobile users around the country.