IWC’S success in cost efective mobile applications
Customer Service Applications:
The same antiquated card reader was being used for customer non-payment work
orders. A palm application was created to process these orders. The requirements
were similar with a few differences. The orders were created each day on the former
customer information system residing on an IBM mainframe. A text file was created
and imported into an Access database specially created for the palm scheduling.
Queries were created in Access to create the export file that was uploaded to the
mainframe for database update. In addition to the standard lookup fields for field
response, the form required a signature field for the customer to sign. The palm
development software includes this type of field. The nonpayment orders were
routed with other types of orders printed on paper forms. Most customer work orders
were computer routed giving each order a route and sequence. The orders sent to the
palm were sorted using this sequence making it easy for the servicemen find the
service locations. A hotsync station was placed in the data processing room and each
evening the routing was done after the payments were applied to the customer
information. Packets were created each evening that included the palm, route sheet
and the other paper orders. These packets were handed out the next day for field
processing. Data sent to the palms included:
District Seq, Service Address, Delq Amount, Priority,
Cust Name, Mtr Num-Size-Make, Mtr Loc-Direction,
DOG, Attempted:, Action, Order Complete, Cust
Signature, Comments, No Charge, Disc Date, Trouble
Code, Bill date, Account Number, Box Measurements,
Srv Remarks, Mtr Remarks, DMAP, Mtr Type, Current
Amt, Total Amt, acct_map, CITY, Irrigation Cd, Order ID
Reports were created against the updated information in
the Access database to manage completed orders by the
collection department. Again the Access database resided
on the LAN giving field service managers as well as the
collection manager access to the updated information.
Having the Access database available to the managers
allowed capturing additional information in the field
without changing the mainframe database, which was due
to be replaced.
This system had been in production since November 1999 and has since been
replaced by a new work order system that field processes all work orders on Palms.
This new system integrates data from two new information systems to create the
record for field processing. Several tables and programs were created to manage the
data requirements. The data necessary for field processing of 90 different types of
work orders required developing three linked forms. Lookup lists for field responses
needed to be dynamic and easily changeable. The palm development software provides capabilities to link lookup lists, which are actually mini-forms to back-end
databases. This allows any manager or supervisor with access to the database, to
make changes to look-up lists so the next time the Palm is synced, the new
information is there. These dynamic look-up lists include employee lists, work order
types, action codes, and correct condition codes. Several forms not directly needed
for work order processing were created to provide instructions on what is expected
for each order and 12 month listing of meter readings for each account that has a
work order on the Palm.
The challenge when creating such a complicated system was to make the palm
process flow simple. The system we call “UtiliField’ consists of a form for keeping
information about the day such as the date, employee, route name, shift, type of work,
beginning mileage, ending mileage and vehicle number. The next form holds the
general information for each work order. Fields include:
Work order number, address, work order code,
description of work required, detailed instruction from
the order taker, meter serial number, meter make, meter
size, time requested, order sequence, delinquent amount,
customer name, customer phone number, special tools
required, special handling, dog, meter reader remarks
and site id.
The third form adds more information
about the customer site and is the form
where most update fields are kept.
Because different types of orders use the
same system of forms this form, has 90
different fields. Navigation is made
easier with jumps created for each of the
major sub-groups of servicemen and the data areas they use most. One jump takes
you to the area that is used to put in meter readings, another for meter installation and
another for new customer service installation. Every effort has made to minimize
typing on the palm. Look-up lists provide the correct response easily. Comment
fields are used by the servicemen to communicate additional responses that need to be
added to these lists. Several work orders require long responses, for these keyboards
are used.
A board was made to Velcro the Palm and keyboard together to facilitate their use.
A fourth form has a one to many relationships to the previous form and tracks the
activities the serviceman performs for each order. It also reports the conditions the
need to be corrected at the customer site. These actions and correct conditions are
used to create billable events and referral work orders. An example of a completed
work order would have these responses from the palm:
Work order type: Turn on reoccupy
Work order status- complete, Visited on 11/05/2001 9:00:23, Meter reading, 456632,
action code- 195 angle valve found off turned on, 83 compression valve tightened,
correct condition- 82 dog
All work order forms can accept new records by the servicemen in the field. A work
order is created in the Cassworks Work Order Management System, where
information about the customer is populated from the customer information system
and routed to the serviceman by e-mail to their pagers. The serviceman adds the work
order record into the palm. He only has to put the work order number into the palm
and completes the order just like those that were loaded that morning. When the palm
is synced the responses update the work order record that resides in the Cassworks
system using the work order number as the unique key.
