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EE, Nokia Plan World’s First Air-to-Ground LTE for Emergency Services

Jun 19, 2020 • News • Nokia • Digital Transformation • Emergency Services • BT • EMEA • Mobile Broadband

EE, part of BT Group, today announced it has signed an agreement with Nokia to build an industry-first nationwide 4G LTE Air-to-Ground network for the emergency services across Great Britain. The pioneering new 4G network will enable uninterrupted high speed broadband coverage for emergency service personnel working above ground from 500 feet up to 10,000 feet.

As part of the agreement, EE and Nokia will enable mission-critical network coverage for emergency services that will be the world’s first use case utilising commercial 4G LTE broadband services in its field.

THE ROLE OF FIELD SERVICE IN MOBILE BROADBAND FOR EMERGENCY SERVICES

The 4G LTE Air-to-Ground network will provide seamless connectivity between ground operations and air, connecting people, sensors, aircraft and helicopters with the highest security and reliability. Over 300,000 emergency service personnel will benefit from the Emergency Services Network (ESN) designed to facilitate uninterrupted coverage allowing emergency services the capability to communicate with their airborne colleagues.

As part of the agreement, EE will provide the active network equipment for a full reference facility, and an initial seven site trial network. Following the trial, EE will deploy the network equipment in over 80 Home Office acquired cell sites across the UK. Nokia will provide design support, network equipment, installation and commissioning services to ensure timely delivery of the ESN 4G LTE Air-to-Ground network.

The first trial of the 4G LTE Air-to-Ground network will take place over the coming months in North Wales and London, enabling EE, Nokia and the Home Office to test the hardware capability over different terrain along with the hardware deployment process, the software capability, and the operational support of the complete Air-to-Ground service, prior to the roll out of the final Air-to-Ground network.

“We’re thrilled to partner with Nokia to build a first-in-class and ground-breaking 4G Air-to-Ground network for emergency services across the UK. Our deployment of this reinforces our network leadership as the UK’s biggest and fastest mobile network, and harnesses Nokia’s deep expertise in network equipment and installation of an Air-to-Ground solution,” says Richard Harrap, Managing Director ESN at EE.

“With the help of this first ever Air-to-Ground network using commercial LTE, emergency services personnel will be able to rely on uninterrupted communications nationwide. This project and its deployment are a perfect example of the type of innovative solutions Nokia, together with our customers, can provide to the public sector”, says Cormac Whelan, CEO UK & Ireland at Nokia.

Supporting Safety Outcomes & DVS Compliance

Jun 17, 2020 • News • MIcrolise • fleet management • telematics • Managing the Mobile Workforce • EMEA

Microlise are an organisation committed to developing technology solutions that help operators to manage and reduce risk while safeguarding drivers and other road users as they recently announced...

At Microlise we're committed to developing technology solutions that help operators to manage and reduce risk while safeguarding drivers and other road users.

The Importance of Field Service Engineer Safety

If like many operators, you are beginning to focus on getting your fleet Direct Vision Standard-ready, the Microlise ClearVision multi-camera solution, which integrates with our telematics platform, will provide the visibility and peace of mind you need to safeguard your company reputation, your drivers, and other motorists, cyclists and pedestrians.

ClearVision provides a big-picture perspective of what’s happening to, in, and around your vehicles at any point in time and when combined with other ‘Safe System’ components, allows you to manage a DVS-complaint fleet.

A nearside vehicle sensor system alerts drivers to the presence of vulnerable road users, while an audible vehicle-manoeuvring alert on the same side of the vehicle warns road users when the vehicle is turning left. Pictorial stickers provide an important visual alert, highlighting various danger spots and potential hazards around the vehicle.

However the Microlise offering extends far beyond DVS requirements with options for offside, rear and driver- facing cameras recording footage that is downloadable through integration with Microlise safety solutions.

According to Stephen Watson, Product Director, “The Microlise Clear Vision solution protects drivers and improves safety outcomes for everyone on the road including the most vulnerable of users. An in-cab screen displays footage from nearside, offside and rear blind-spot cameras. Activation of the nearside / offside cameras are triggered through the indicators, while engaging reverse gear activates the rear camera.”

“The system also supports road-based incidents, accident reporting and driver performance management by utilising high-speed mobile networks and state-of-the-art file compression to record and transmit video clips immediately prior to an incident or in the case of a near miss.”

“While DVS compliance will loom larger on everyone’s radar as we count down to March 2021, an overarching safety solution goes far beyond it - enabling driver peace of mind, strengthening safety culture, protecting organisations from malicious claims and improving outcomes for everyone on our urban and rural road network “ concluded Watson.

Driven by safety to provide industry-leading, integrated fleet technology, Microlise is the UK market leader across HGV telematics, with a current installed base of over 500,000 global assets. The company works with many of the transport industry’s leading operators, including 14 of the UK’s largest retailers and with industry heavyweights such as MAN Truck & Bus, Knorr-Bremse and JCB

Italian Field Service Management Solution Provider Expand US Footprint

Jun 15, 2020 • News • Augmented Reality • Digital Transformation • Field Service Management Software • OverIT • EMEA • north america

As part of its go-to-market initiatives, and in response to strong demand for its products, OverIT, a global leader in Field Service Management and Augmented Collaboration solutions, has opened its second location in North America in Miami, Florida. The new office will become the US Headquarters, as the company plans to triple its US-based headcount by the end of 2020.

OverIT Accelerates North America Expansion to Meet Growing Demand for Asset-Intensive Field Service Management and Augmented & Virtual Reality Collaboration Solutions.

During the past twenty years, OverIT has been reshaping the operational processes of over 200 Fortune 500 companies. Their goal has always been simple: leading their clients into a new Field Service Management era, where on-field tasks are carried out efficiently, safely, and increasingly hands-free. Given the extraordinary results achieved in FY 2019, and the gap left in the market after vendor consolidation, increasing their international presence is a priority to sustain the ever-increasing demand for their solutions.

“Given the increased demand for our products in United States and Canada”, said Marco Zanuttini, CEO at OverIT, “we have invested heavily in our US subsidiary, growing it over 300% during the past six months. Our company is aiming at top industry leaders and has already hired a new SVP and General Manager for Americas, to guide the business during this new period for the subsidiary. Also, even though North America is the main focus in our strategic expansion plans, we are also in the process of drastically increasing our presence in the UK and Australia by opening up new offices to support efforts in those regions.”

An Open Letter to the Field Service Sector

Jun 11, 2020 • News • Leadership and Strategy • Field Service Expo 2020

Kris Oldland, Editor-in-Chief and Founder of Field Service News has expressed his thinking behind why it is so vital that the Field Service Expo 2020 goes ahead citing the pivotal rule he believes field service will play in rebuilding the economy...

Register your place at Field Service Expo 2020 now @

https://www.fieldservicenews.com/en/field-service-expo-2020

Hi Folks,

Firstly, I hope you are all still keeping as well as can be in these turbulent times.

Secondly, I wanted to make an announcement regarding the Field Service Expo 2020 - which is scheduled to be held on the 30th September and the 1st of October, at the Edgbaston International Cricket Ground, Birmingham, UK.

The important message is that we are planning to go ahead with the event.

I've put some thoughts together on a video to outline our reasoning and how we plan to proceed which you can find below.

In fact, having given this long consideration, I feel it is our fundamental responsibility, as the leading voice within the field service sector, to do everything we can to make this event happen if at all possible.

I truly believe that as we plot the path towards recovery, the field service sector will play a crucial role in building economic stability as we return to prosperity. The reality is that the likelihood of an extended economic downturn will see companies leaning heavier on the existing service and maintenance agreements they have in place as they seek to get the most from the assets they already have in place. Additionally, the need for new thinking could well drive forward the concepts of servitization and outcome-based service offerings in much the same way the economic downturn of 2008 drove the adoption of SaaS models.

We have been moving towards a service-centric economy for some time, but now as we move into the 'new normal' of tomorrow, the drivers for that have shifted from nice-to-have to necessity.

For the field service sector to continue to meet the demands of this 'new normal' it is imperative we embrace digital transformation and identify the solutions that can drive our service delivery to the next level. This is what the Field Service Expo was designed to do. To connect field service organisations, like yours, with the key solutions providers that can propel you forwards on your digitalisation journey.

Of course, we are still in uncertain times, and I want you to know that our approach to ensuring the safety of all attendees has been both methodical and practical. Every measure will be taken to protect the safety of our attendees while still providing an opportunity for us all to come together as we drive our sector forwards and ensure that the hardships we have all faced during the first half of 2020, were not in vain as together we build a brighter tomorrow.

Should the worst case scenario emerge where we face a second wave and we are simply unable to go ahead with the Field Service Expo, then we have already planned a second date in Spring 2021 and all registrations for this year's Expo will be valid for the revised date. However, we believe it is vital we move forward and make this event happen this year if it is at all feasible.

Entry to the event will also be free for this year for all attendees again because we believe it is crucial we bring the industry together. However, due to social distancing measures that may still be in place, passes will be restricted and will be allocated on a first come first served basis.

Therefore, I urge anyone thinking of joining us for the expo to register now on the link below.

I look forward to seeing you and meeting with you all there and as always if you have any questions you are welcome to contact me directly on my personal email kris@fieldservicenews.com

Cheers,

Kris

Editor-in-Chief & Founder,
Field Service News

Register your place at Field Service Expo 2020 now @

https://www.fieldservicenews.com/en/field-service-expo-2020

RuggON Launches Rugged Monitor CHASER for In-Vehicle Applications

Jun 09, 2020 • Hardware • News • Digital Transformation • fleet management • RuggON • APAC • Field Service Hardware

Taipei, Taiwan – June 8, 2020 –RuggON Corporation, a leading provider of rugged mobile computing solutions, has rolled out the compact rugged touch monitor CHASER to serve the needs of increased mobile productivity and efficiency.

Designed to function in a road vehicle, CHASER comes with MIL-STD-810H certification to withstand shock and vibration, while offering a wide 9-36 VDC power input compliant with ISO7637-2.

The Efficient Solution for Utmost Convenience

With user-friendly I/O design, CHASER is no doubt the perfect mobile and multifunctional workstation for industrial vehicles. Keeping workplace ergonomics in mind, the monitor is specifically designed with a USB port at top, making it convenient for plug in/out and system service and maintenance. In line with the proactive mindset, the 1000 nits sunlight readable display with optional anti-reflective coating delivers an optimal viewing experience and reduce eye strain for a more comfortable and productive workflow.

Creating Desktop Experience with Ease

Connecting to smartphones through USB Type C, CHASER gives on-duty mobile workers indescribable desktop experience on DeX with a large screen and extended keyboard. Outfitted with rich USB ports, it allows easy connection to multiple peripheral devices without using a hub, while providing a physical button for switch between two different input sources. CHASER makes everything you need at fingertips as if in an office environment.

Space and Safety

Designed with downward USB ports and smart lock brackets, CHASER minimizes the plug in/out difficulty and possibility of cable entanglement for uncompromising safety and a neat cabin space. The black-out button for turning on/off screen backlights intends to avoid driver distraction and conceal information at critical moments.

Why Artificial Intelligence in Field Service is Dependent on People

Apr 28, 2020 • Ageing Workforce Crisis • Artificial intelligence • Millenialls • Workforce Development • field service • field service management • Field Service Engneer • Aquant

So far in this series of excerpts from a white paper recently published by Aquant, we've assessed the significant challenge field service companies face in finding balance in their workforce and the role Artificial Intelligence (AI) can play in helping companies do so. Now in the final excerpt in this series we look at how equally the implementation of AI requires a human touch to succeed.

In Field Service we Must VALIDATE AI WITH HUMAN KNOWLEDGE

Much has been made of the idea that machines can replace humans for essential job functions. The truth is that AI is nothing without the real-life expertise of humans to guide and validate its findings.

Automating insights from historical data is not enough on its own. In order to ensure that findings about the solutions to service challenges are accurate, an organisation must bring in its experts to assess and improve the solutions offered. Before AI, organisations needed to take experts out of the field for months to help with training or knowledge sharing. With the right AI solution, experts can optimise insights in a matter of hours.

When solutions to challenges are automatically generated by a system, it enables members of the service team to spend more time doing what they do best—which is applying their expertise in the field.

Speed up the Training of your Field Service Engineers and Increase Their Expertise

With easy-to-access information that understands what you mean regardless of specific phrasing, and a dynamic pool of information to draw from, smart systems give all employees equal access to previously hidden information.

Skills that previously took years to learn (usually by waiting to personally encounter and solve each unique problem) can now be passed down to newer employees in a matter of days. In addition to solving the practical problem of on-boarding new hires, it also helps to engage millennials in a way they are more comfortable with. And when knowledge is easier to acquire, employees can work on acquiring soft skills like customer service and relationship building, which can’t be taught by even the most powerful machines.

Case Study: How 3D Systems were able to scale their field service wrokforce and decrease repeat field engineer visits with actionable insights

3D Systems empowers modern manufacturing with best-of-breed plastic and metal 3D printers.

They help manufacturing clients dramatically reduce build time and enable healthcare organisations to custom-fit solutions and improve patient outcomes. With a robust global client base, they needed to onboard new service techs quicker to get them out in the field and solving complex service problems.

As the workforce grew, one of the hardest issues was extracting the organizational knowledge out of the heads of the most experienced engineers and into the hands of everyone in the field. They turned to Aquant’s AI-powered service intelligence platform to mine and analyze all their information, including data stored in field service solutions, CRM, and parts systems. In addition, the tool was able to uncover info that lay dormant in free text notes.

"3D Systems has seen a 62% reduction in parts usage and a 39% decrease in repeat visits, driving significant cost savings..."

The Natural Language Processing (NLP) engine embedded in the technology is even able to map different phrases and words all back to the same problem, which structured the data more efficiently and made it easier to search. During the install process, which took less than a week, the tool scoured and categorized data, and then their best engineers sat down to validate the data and improve findings.

3D Systems is now able to leverage Aquant’s Intelligent Triage product to assess and troubleshoot customer tickets quickly, helping service pros resolve issues on the first visit. They’ve also decreased parts costs and usage by correctly identifying the source of the problem and sending the right tech, with the right skills into the field with the right parts.

All employees have more equal access to knowledge, making it easy for junior techs to get up to speed quickly. As a result of implementing Aquant across the organization, 3D Systems has seen a 62% reduction in parts usage and a 39% decrease in repeat visits, driving significant cost savings.

Would You Like to Know More? There is a Field Service News white paper on this topic available exclusively to fieldservicenews.com subscribers. Click the button below to access it now!

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Why Knowledge Transfer is Failing in Field Service

Apr 21, 2020 • Ageing Workforce Crisis • Artificial intelligence • Millenialls • Workforce Development • field service • field service management • Field Service Engneer • Aquant

In our previous article in this series of excerpts from a recent white paper published by Aquant we explored the significant challenges field service companies are facing as they try to navigate the huge demographic changes that are underway at the moment as the ageing 'boomer workforce is replaced by their millennial cohorts. In today's article we explore why the current knowledge transfer tools are letting field service companies down.

The labour shortage forces organisations to choose between immediate needs, such as having their most senior staff in the field addressing urgent customer issues, and long-term goals of documenting their knowledge and training new employees.

Knowledge Transfer in FIeld Service Requires Tools Fit-For-Purpose:

As most managers know, when resources are tight, the biggest fires get put out first and smouldering issues continue to be put off until they can’t be ignored.

It’s not that companies haven’t tried to harness insider info and scale training. There are mobile apps and field service tools designed to capture notes from the field.

However, change management can be a bigger barrier than the C-suite anticipates, leaving managers tasked with motivating the workforce to use the technology that some in the field consider clunky or time-consuming. And even when these tools are successfully put into use, it’s difficult to make these notes and comments that are captured on customer tickets actionable.

They’re often riddled with typos and contain information about multiple tasks in one long, free text form. How can any organisation parse that information and use it effectively?

This challenge is at the root of why so many internal knowledge bases are missing the deep insights of employees in the field. Plus, most of these solutions are static databases, as opposed to connected learning tools that know what information is necessary, can prompt employees to ask the right questions, and then figure out logical solutions based on partial inputs.

Digitally savvy employees are used to using tools like Siri that understand their location and habits and can offer intelligent solutions without the user having to do all the legwork.

Uncover Existing Data to Fill in the Gaps in Your Field Service Knowledge Base

People make the best mentors and trainers, and those with deep on the-job knowledge often excel at diagnosing obscure problems that newer employees may have never experienced, but these deeply knowledgeable employees only have so much time and ability to impart their wisdom.

As organisations seek to meet high customer service expectations, human knowledge must be combined with an artificial intelligence discipline called machine learning in order to democratize that knowledge.

Use Machine Learning Technology to Distribute Existing Knowledge

Customer-facing organisations have far more information and institutional knowledge squirrelled away than most managers and executives realise.

There are free text notes, product images that sit within and outside of CRM, ERP, WFM, and other databases. Technology partners that leverage Machine Learning (the process of computers improving responses with experience) can capture this unstructured information and add it to the knowledge base, alongside real-time data, producing a rich and interactive pool of information that all employees can draw from.

The right application can make actionable recommendations and predictions based on this data, helping teams solve customer and service challenges efficiently.

Apply Natural Language Processing on Top of the Information Mountain

With the amount of data in play, it’s not enough to simply convert current and historical information into structured data which can easily be indexed and searched.

The problem is that different customers or regions might have different terms for the same issue. Plus, case notes about this issue might contain typos and misspellings, making it difficult to manually identify and categorise records. A solution that offers Natural Language Processing, in combination with Machine Learning, digs deep into the historical information and acts as a translator.

It will understand the root issue regardless of how it’s described by analysing the past examples, whether it’s faulty equipment or new installs. It will map these different ways of describing issues back to the same solution—even if the descriptions contain mistakes. In addition to helping call centre agents and techs in the field, it’s an essential learning tool to help employees level-up by quickly accessing critical data to get the job done.

In the final feature within this series of excerpts we will look at two more ways field service companies can utilsie the data within their existing records to help solve the field service skills gap as well as an industry case study from a leading high tech organisation in the 3D printing space.

Would You Like to Know More? There is a Field Service News white paper on this topic available exclusively to fieldservicenews.com subscribers. Click the button below to access it now!

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Solving the Field Service Skill Gap with AI

Apr 14, 2020 • Ageing Workforce Crisis • Artificial intelligence • Millenialls • Workforce Development • field service • field service management • Field Service Engneer • Aquant

Field service teams are in flux. The existing drain to the workforce brought on by a deluge of retiring Baby Boomers combined with an unsteady economy is creating unprecedented service and performance challenges. In this series of excerpts from a new White Paper published by Aquant, we explore how Artificial Intelligence can pave the way to overcoming these challenges for field service organisations...

Even in an uncertain environment, there are cost-effective ways to ensure continuity of service. Adopting AI-driven field service technology will allow your service organization to pivot quickly and help erase the skills gap.

By capturing untapped tribal knowledge and making that insight accessible across your workforce, the technology will empower less tenured employees with the wisdom of your experts. The results are quicker, more comprehensive training for new hires, increased job satisfaction, and ultimately, a better customer experience.

Where to Find the Next-Generation of Field Service Professionals

Service teams are in a labor crunch.

According to 2018 global research by Manpower Group, skilled trade positions, particularly technicians and engineering roles, are the hardest to fill. This didn’t happen overnight. The Service Council detailed the coming storm in the labor market in 2015 research, noting that “70% of service organisations indicate they will become burdened by a retiring workforce over the next five to ten years.”

We are in the midst of that talent shortage and organisations are scrambling to fill openings, with more than 70,000 service technician jobs listed across the country. Baby Boomers, who make up a significant majority of the workforce in the service industry, are now retiring. In the next ten years about 10,000 Boomers a day (across all industries) hit retirement age.

That’s a lot of farewell parties.

Analysts and economists have been sounding the alarm bells for years about the coming crisis, but many companies have struggled to pivot quickly. While Millennials now make up the largest portion of the workforce overall, the service industry has struggled to attract and retain the digital generation, due in part to housing shifts from the suburbs to the city, and the large number of millennials who hold bachelor’s degrees compared to a generation ago.

While the majority of customer call centre and field service jobs don’t require a college degree, the jobs do offer many qualities that young talent are seeking, such as room for advancement and a sense of purpose. In order to recruit and retain young employees, an emphasis on professional development is crucial.

Don't Let You're Field Service Expertise Leave with Your Retiring Technicians:

Screenshot 2020-04-10 at 14.29.32 In addition to contributing to the labor crunch, retiring boomers are exacerbating the knowledge gap in service. Unlike other industries where institutional knowledge is indexed, best practices documented, and lunch and learns held monthly with pizza, technicians often work solo or have limited interactions with other team members.

In lieu of imparting tips and tricks, technicians often keep knowledge of a myriad of parts, fickle machines, and client quirks tucked away in their head or scribbled down on paper work orders that fill desk drawers and glove compartments.

There’s also an employment tenure gap between generations, which is causing more turnover overall. 2016 research found the overall average employee tenure across all industries and age groups to be 4.2 years.

Millennials average roughly 3 years and Gen X average tenure is 6.5 years. Boomers have an average tenure of 10 years, but most are at or close to retirement age.

Even if you could hire more Millennials, the knowledge drain is forecasted to continue as the pace of churn quickens.

Indeed, the challenges around finding balance within the field workforce is becoming increasingly difficult as we navigate this demographic shift.

However, it is not impossible and emerging tools such as Artificial Intelligence can really come to the fore in overcoming these challenges, which we shall begin to explore in the next feature within this series.

Would You Like to Know More? There is a Field Service News white paper on this topic available exclusively to fieldservicenews.com subscribers. Click the button below to access it now!

This premium content is sponsored by:

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Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content who may contact you for legitimate business reasons to discuss the content of this content.