Operations Management via the Web: PacifiCorp’s Operations Visualization System Puts Facilities Maps on the Web
Untapped Enterprise Benefits
As the utility companies prepare to compete for tomorrow's customers with better customer
service while managing the high maintenance costs of legacy infrastructure, efforts to improve
the efficiency of field service operations will be critical to their success. Solution vendors have
taken notice of this shift in focus, and have begun to provide complete workforce management
systems that combine AVL with multiple technologies involved in automating technical service
and outage response in the field. The industry can expect a multitude of new product
announcements in this area.
Industry pundits are predicting that AVL-AM/FM applications can significantly improve the
management of the mobile workforce. The capability to monitor and direct the movement of the
field workforce, optimizing route and work order assignments in near real-time using AVL and
map-based dispatch technologies appears to offer the highest payback. Key applications where
AVL can offer benefit include outage management, trouble call response, disaster recovery, and
customer calls for service. The driving factor in determining which applications should be
implemented first will invariably be based on a detailed costlbenefit analysis. Overall business
benefits to the enterprise for implementing AVL-AMIFM applications include streamlined
operations, increased safety, reduced costs and increased productivity of the mobile workforce.
Toward AM/FM-Based Dispatch
Tabular dispatch systems do not provide capabilities to geocode incoming customer calls for
service or network outages in near real-time. AM/FM-based systems can automate this fimction
and display service vehicle tracks and request for service/job site locations on a single digital
map display. The inherent geospatial nature of mobile workforce related applications offers the
opportunity to significantly improve utility operations. AVL and AM/FM can make this happen.
However, few utilities have reached this level of technological sophistication, because many
pieces of the puzzle, both organizational and technological, need to come together to provide the
solutions needed.
AM/FM Accur4cy Issues
As utility organizations layout enterprisewide AM/FM programs, one application increasingly
discussed is vehicle tracking and fleet management. Too often, the AVL application box is
checked on the AM/FM wish list without much thought being given to the design and structure
of the AM/FM needed to support the vehicle tracking applications that are envisioned. Just as
AM/FM databases come in all shapes and sizes to support differing user needs, the development
of digital background maps to support AVL and fleet management applications can vary based
on specific user needs.
Is Your AM/FM Up to the Task?
In planning for AVL, some important questions need to be answered before AM/FM database
specifications can be defined. If the organization already has a AM/l?M landbase, it needs to be
examined very closely to determined it will support AVL and fleet management. Frequently, the
current AM/FM landbase will need to be improved or upgraded to support the new AVL
application.
Answers to the following questions will help sort out AVL specifications and clari~ AM/FM
landbase needs:
- How accurately do vehicles need to be located/tracked? To the nearest house address, street
block, section of town, or major city?
- Is the purpose of the vehicle tracking application exclusively to provide visual location of
vehicles on a dispatch center digital map screen? Or, are more sophisticated applications
planned?
- Will building/house addresses and/or street address ranges be used for directing vehicles to
specific locations?
- Are routing and/or scheduling applications planned as part of the fleet management system?
- Will vehicles be dispatched to company-managed outside facilities, such as sending a repair
vehicle to the location of a broken water main?
- Will in-vehicle, real-time map display screens be supported as part of the application?
- How often will vehicle locations be updated on the dispatch center's map display? Will
vehicle location updates be frequent and automatic, or will dispatch center 'polling' be used?
