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Data Distribution
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Out of the black (box) and into the blue (sky)
Daniel S. Beasley
MSE Corporation/ASI
941 N. Meridian Street
Indianapolis, Indiana 46204
Introduction
Historically, GIS technology has served as a corporate strategy designed to improve utility business
processes. GIS deployment and its associated business process re-engineering has provided both
tangible and intangible benefits. As GIS benefits move from the processes re-engineering associated
with systems of the early 1990's to competitive strategic benefits of the late 1990's, the intangible
objective of improving customer service is becoming more visible. The deployment of digital GIS data
in the field is an essential component in increasing customer service through GIS.
Taking GIS from the black box of the office to the blue sky of the field represents a core characteristic in
the competitive application of GIS technology. Deploying digital data in the field energizes the GIS
initiative and facilitates long sought operational benefits. In fact, putting information in the hands of
customer contact/customer service staff may be the thing that revolutionizes the utility industry.
This paper identifies how field deployment can increase customer service and increase overall GIS
effectiveness. Additionally, the paper provides an overview of the technology required to deliver a field
application, and identifies elements of the internal process impact that results from this quantum leap in
system value. -
Business Advantage
Utilities must justify the use of GIS technology by the business benefit that the technology delivers. As a
strategic competitive tool field deployment can accelerate the response to a customer or new service
inquiry. Delivering data to the field unlocks the power behind the data stored in the office. By
providing GIS access to the field engineer or customer service specialist, the utility quickly accelerates
the increase in system utilization and performance.
Providing immediate access to facility data is of paramount importance in improving the response to
customer inquiry. Illinois Power for instance, provides its field engineers access to the electric system
through the ARM program. The field engineers have access to real time system information using Lotus
Notes and facility data through ids viewing software. Illinois Power provides a quick response to a
standard and non-standard customer inquiry.
The standard inquiry utilizes customer service representative access to facility data and the CIS. Using
an address look up and previous account number, the customer representative can locate the new service
area, determine the nature of service installation, quote the price, and deliver data all in one phone call.
Non-standard inquiries require a field inspection. Here the field engineer accesses the site from a notice
by the customer service representative. Using field data, the engineer identifies the site and creates a
new service sketch. The engineer estimates the cost of construction and e-mails the estimate and sketch
to the customer service representative. Because Illinois Power also serves gas, available service or the
cost of establishing gas service is presented to the customer. The field engineer is not required to travel
to the office and the customer service representative can provide the necessary information to the client
quickly using modern Internet and e-mail service.
Another utility, Niagara Mohawk Power Company, is increasing GIS value by updating electric facility
data in the field. Using data direct from its Smallworld-based GIS, NIMO is utilizing company staff to
inventory the system during existing meter reading routes. The inventory is establishing a transformerto-
service pole connection to improve system reliability and outage management services. The service
pole is connected to the transformer using facility map information. As this process is underway
additional field staff verify the service transformer and number, meter number and associated electric
facility data. All this work is done by existing staff in a "reutilization of resources" facilitated by GIS
technology.
Field collection technology is also used to improve the information available in the GIS or to capture the
initial system information required to build GIS. These capture tools often integrate GPS data collection
processes. For Iowa Electric, GPS and field GIS is integrated to conduct an overall purification of
existing GIS system data. The field inventory obtains accurate pole locations, audits and corrects facility
data and establishes phasing. The field deployment phase of the IES GIS will ensure reliability in the
office as the outage management system is energized.
One of the unforeseen benefits in the Illinois Power deployment is field updating. Previously, with paper
maps, facility updates have been limited to the user's own map island. The marriage of system-wide GIS
data and digital field technology means updates ripple back to the system, providing the entire enterprise
with greater access to current information.
The business and competitive benefits of field deployable GIS justifi the development of field
applications. The technology required to succeed in the field exists today and is increasing in availability
and affordability. Key technology components includejeld hardware, application software andprocess
compatibility
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