hhu for field staff.pdf

8/14/2019 hhu for field staff.pdf

1/3

CASE STUDYABU DHABI DISTRIBUTION COMPANY (ADDC) ENHANCES PRODUCTIVITY, DRIVES EFFICIENCIES AND IMPROVES CUSTOMER SERVICE

ABU DHABI DISTRIBUTION COMPANY (ADDC)

ENHANCES PRODUCTIVITY, DRIVES EFFICIENCIESAND IMPROVES CUSTOMER SERVICE WITHMOBILE COMPUTING

ADDCADDC is owned by the Abu Dhabi Water and Electricity Authority (ADDC). It isresponsible for distributing water and electricity services to all customers in the Emirateof Abu Dhabi (excluding the Al Ain region) with a customer base covering in excessof 400,000 agreements for water and electricity supply. It has the vision to becomea leading water and electricity company comparable with the best in the world. It isrelentlessly focused on developing, maintaining and operating a reliable, secure, safeand cost effective distribution system in Abu-Dhabi and providing services that meet orexceed its customers expectations. Its employees are committed to operating ethicallyand with integrity at all times whilst the business believes in upholding the highest levelsof corporate and social responsibility.

CHALLENGEDriving efficiencies and productivityADDC is focused on become one of the worlds best water and elect ricity companies with a commitment to delivering

excellent customer service. As part of this drive, it identified the need to deploy mobile computing to improve the

customer experience, and enhance productivity to efficiently meet increasing demand for its services in the Emirate of

Abu Dhabi and its surrounds.

CUSTOMER PROFILE

Company

Abu Dhabi Distribution

Company (ADDC)

Location

Abu-Dhabi UAE

Industry

Water and Electricity

Distribution

Motorola Products

MC55, MC70 and MC75

handheld mobile computers

Partner Data Capture Systems


2/3


THE SOLUTIONElectronic data collation and job managementData Capture Systems worked hand in glove with

ADDC to deploy Motorola handheld mobile computers

to its field teams. The devices run Windows Mobile

applications (designed by Data Capture Systems)

and enable the real-time or close to real-time flow of

data across the organisation and into key business

information systems. These include the Oracle Customer

Care and the Billing System used by ADDC.

THE BUSINESS VALUEDoing more in the same time windowEfficiencies are generated across the business. The

Field Activity Team and the Meter Reading team are

all reporting significant performance and productivity

gains. Up to 47 percent in the case of meter readers

based on the number of meters read month-by-month.Improvements stem from optimized work schedules,

faster and more accurate data capture, the ability to

create repor ts on the fly, and the fact that duplication

has been removed from processes; teams can transfer

data from the field or simply connect their computer to

docking stations at the days end to transfer information

without needing to key it in from notes.

High-growth businessADDC serves over 4 00,000 customers across 67,340

square kms. Alongside the geographic challenges of

overseeing equipment across such a wide area, the

company is experiencing strong demand from newcustomers.

These factors underpin its aim to become the regions

first, fully automated utility. Says Engg. Nasr Aziz, We

embrace new technology and have set out to automate

our operations to help teams be as produc tive as

possible and drive efficiencies across the business. The

ultimate goal is to ensure we seamlessly accommodate

exceptional growth in demand for our services.

As part of this drive, ADDC sought to replace paper-

based processes with mobile computers that to help

drive productivity across its field teams.

Search for the optimum mobilecomputing technologyADDC undertook a tender process to select a specialist

partner to complement its own strong in-house IT

capabilities. It opted to work with Data Capture Systems

specialists in helping business optimize the way

information is collated and used to reduce cos ts, and

enhance performance.

With Data Capture Systems, weve

equipped our field teams with

Motorola handheld computers,

integrated with back office systems.

The technology is delivering arange of benefits. For instance, the

productivity of staff reading meters

has improved by 47 percent. Also,

the greater accuracy achieved

by electronic data has markedly

reduced the number of bill queries

from customers. The technology

drives operating efficiencies,

accommodates a high-pace of

growth in our business, and ensures

we deliver quality services to

customers.

Engg. Nasr Aziz,

Head of Meter Installation and Maintenance

Section, Abu Dhabi Distribution Co./

Water and Electricity Authorit y

PAGE 2

Application(s)

Data capture: a range of

electronic processes

are supported e.g. meter

reading

Job allocation:

optimized work schedules,

downloaded to devices,make the best use of

resources

Data transfer: teams

easily populate business

information systems by

sending data from the field

or by fitting devices into

cradles back at base

Identification : engineers

can scan bar codes fixed to

equipment to ensure theyre

at the right site

Quality control: certain

activities such as

resetting meters have tobe validated by head office,

with the request sent from

the field using the device

Benefits

Enhanced customer

service: bills are more

timely and accurate

Enhanced productivity:

all field teams report

productivity benets by

as much as 47 percent for

the meter reading operation

Improved information:

data is collated faster, isof a higher quality, and is

available in real or close to

real-time

Improved performance:

engineers have access

through the device to

manuals and information

to assist them to solve

problems quickly and

efficiently


3/3


MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered

trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are

the propert y of their respective owners. 2 011 Motorola Solutions Inc. All rights reserved.

For more information on how Motorolas MC55, MC70 and MC75 mobile

handheld computers can improve your field sales and field services operations,please visit us on the web at www.motorola.comor access our global contact directory atwww.motorola.com/enterprisemobility /contactus

Eng. Nasr Aziz, Head of Meter Installation &

Maintenance Section; Says We opted to work

with Data Capture Systems because it has a strong

track record in mobile computing. The expertise is

comprehensive - spanning handheld devices, writing

mobile applications and coding for integration with back

ofce systems all of which were central to making our

deployment a success.

With the mobile computers, Data Capture Systems

advised ADDC to deploy Motorola devices. Says Pawan

Singh, DCS Abu Dhabi - Branch Manager: The Motorola

devices are the most robust available and can cope

with the extremes of humidity, heat, dust and, drops

and knocks, commensurate with the ADDC deployment.

The products also offer versatile features including data

capture, wireless connectivity, camera, and printing

options that suppor t a wide range of applications. ADDC

tested the units and gave the go-ahead to provide end

users with Motorola kit. This decision also influencedintegration with back office systems as the devices work

with Windows Mobile 6.0, which also supports both

Arabic and English languages.

Systems integrationData Capture Systems developed Windows Mobile

applications for the devices. The interfaces and forms

enable teams to simply access or record the information

they need. Data is connected using Ethernet or network

cradles (in the office) and is automatically uploaded to

the ORACLE database and Customer Care and Billing

System. The familiar Windows operation has seen the

system quickly embraced by users and its delivering keybenefits.

Performance and productivityThe technology is used by two ADDC teams including:

Meter reading:

Using the rugged MC70 device supplied to 120 team

members meter readers no longer carry a paper

register. At the start of each shift, they re provided

with a list of the days customers and an optimized

route. Teams can collect data using an optical probe

that automatically retrieves the meter serial number

and reading. Teams can also make notes e.g. detailing

damage or requesting maintenance. All details are stored

on the MC70 and are transferred to billing systems

using Ethernet/network cradles at the days end to

automate the bill creation process. Faster and accurate

reading means teams achieve more: productivity is up

by 47 percent. Moreover, customers receive precise and

timely bills; the number of queried invoices has dropped

markedly saving ADDC time and money.

Field Activity Team:The Field Activity team use 200 MC75 handheld

computers to also receive job schedules at the start

of each day. The devices are constant companions as

the field teams visit damaged / faulty meters, manage

connection, disconnections and resets, and conduct

maintenance. Using the devices personnel can report onactivity with all data transferred to back office systems

using GPRS and where applicable Field Activity

Systems are automatically created. New jobs can also

be assigned to technicians in the field. The devices are

helping teams achieve many more site visits per day, and

ensure that consistent quality information is collected by

field teams for use by the business.

Concluding with his overall take on the deployment

Eng. Nasr Aziz says: We are very pleased with

the technology. Its helping us better prepare work

schedules, provide information to teams at the point of

service delivery to enhance their work, and save time byaccurately recording and making data available in real-

time or close to real-time across the business. Customer

service is improved our billing is much more timely and

accurate. But perhaps most importantly, were achieving

more in the same timeframe this is critical to our

business as were better prepared to meet the growing

demand for our services.

Documents

hhu for field staff.pdf