Stay-at-home orders due to outbreak means essential fleet vehicles can take advantage of quieter road network.

The enforced lockdown across the United States due to the Corona Virus outbreak has meant an increase in travel efficiency for essential commercial vehicles across its cities' road networks.

Fleet Service Management

Data processed from Fleet Service Management firm Geotab and their connected vehicles operating across seven major US cities shows an increase in average commercial speeds and a reduction in time spent waiting at intersections.

Compared to averages from February 22 to March 15 the data shows that across all seven cities there has been an average road speed increase of 16 per cent with New York City, the state with the worse outbreak, seeing the highest increase of 2o per cent.

Stopping times at intersections has reduced signigificantly with Atlanta having the largest reduction of approximately 17 per cent compared to the February 22 to March 15 period.

It all equates to less traffic on the road meaning residents are adhering to Government orders to stay at home during the breakout. Vehicles tasked with carrying out essential services, such as food deliveries to supermarkets, are able to reach their destinations quicker than usual in weekday traffic figures that resemble that of the weekend.

Mike Branch, VP of Data and Analytics at Geotab expanded on the analysis. "Examining connected car datasets at the city level helps provide some clarity and understanding about what is happening in our communities during unprecedented times such as this," he said.

"We have seen a noticeable decrease in traffic congestion based on average speeds and time spent at intersections. This means that with less traffic on the roads, commercial vehicles are able to get through typically congested major cities in a more efficient way, allowing essential drivers to get where they are going quicker."

 

Software firm create 'Oneserve Community' to help key workers during pandemic.

Oneserve is offering a streamlined version of its job management software free to key workers during the COVID-19 outbreak.

'Oneserve Community' is a quick-start pre-configured solution aimed at key workers from the care sector; those that carry out emergency repairs within properties; those that keep utilities networks operating or those overseeing a voluntary group delivering essential supplies, the company says.

Service Management

Managers of key worker teams can use the application-based platform on a mobile or desktop to share jobs created and completed, avoiding paperwork, emails or phone calls. Users can check daily schedules and access specific job information with just one click. Everyone can see what is expected of them and by when. The work they carry out is then recorded within the system to create an automatic audit trail. 

Oneserve work with public and private sector firms who provide essential services and this relationship, CEO Chris Proctor says, combined with the current crisis influenced the decision to create the new platform. "We recognised the contribution they [essential service] made to keeping our nation running before we were in the middle of a global crisis, but now this service is accentuated to a completely new level," he said.

“For this reason, we were very keen to support the critical roles our key workers are undertaking. At the end of the day, the easier it is for these key workers to carry out their tasks, the more people they can support.

"These are unprecedented times, times which require a different way of thinking, a different way of supporting one another. For all of us at Oneserve, we see this free solution as a token of our gratitude to those who continue to support and protect us all.”

For more information and to request access to this free offer visit oneserve.co.uk/oneserve-community.

A whitepaper from the UK Drone Delivery group says implementing testing grounds for the technology could accelerate a potentially successful UK drone industry.

The UK Drone Delivery Group says a mass-participation commercial drone testing programme would be a significant step in bringing the drones or Unmanned Aerial Vehicles (UAVs) to the country's skies.

In a recently published white paper the group, made up of 300 senior leaders, calls for the development of new testing grounds which it says will contribute to the UK becoming a world leader in the drone industry.

Service delivery

The publication of the white paper comes as the use of UAVs for commercial purposes such as parcel and service deliveries continues to be plagued with issues around legislation and regulation.

Currently UAVs operating Beyond Visual Line of Site (BVLOS) require permission from the UK Civil Aviation Authority (CAA) to operate. There is also ambiguity on Vertical Take-Off and Landing (VTOL) and the development of an Unmanned Air Traffic Management System (UTM) - Air Traffic Control for drones - continues.

The group formed in 2018 by drone industry expert Robert Garbett is ultimately seeking to agree on a solution that covers all BVLOS, VTOL and (UTM) issues and to eventually lobby government in establishing a clear path to a UK-wide commercial drone industry.

Garbett says implementing the could bring substantial benefits to the country but indicated the need for testing areas needed to happen swiftly. "Facilitating a world leading UK commercial drone industry will bring immense benefits to UK plc, driving innovation, wealth creation and employment opportunities right across the economy," he said.

"...we need to act now. We are keen to identify new testing grounds to be used for take-off and landing, ideally including airports and airfields, but also forests, remote coastal areas and ports through to residential areas and other dense urban environments."

The whitepaper will now undergo a period of consultation followed by a review with full completion expected by the end of June. A draft of the white paper can be found here, which includes a facility for comments. Feedback is required by the 31 May.

In service, the use of drones has been discussed as a way to assist in final-mile delivery particularly in traffic-dense urban areas. Amazon have been hinting at a drone delivery service since 2013. Amazon Prime Air was showcased at last year's re:MARS conference but it remains grounded due to aviation regulations.

Firm offer free tracking, optimisation and communication solutions to public sector, Not-For-Profit and private organisations.
Microlise is providing asset tracking and communication solutions free of charge to frontline public sector and not-for-profit organisations during the covid-19 outbreak,

Service Management

A solution from Microlise has already been deployed at speed to support the Nottingham City GP Alliance which is performing home visits to test suspected Covid-19 patients. A Microlise mobile App, which is available for both Android and iOS devices, provides full location and tracking information for a team of doctors, allowing their administrative team to pinpoint the nearest doctor to a patient’s address.

Access to 2-way messaging means that patient addresses can be sent to doctors which also feeds location information into Google maps.  Doctors simply log in, via a secure sign-in, and log off when they come to the end of their shift.

For organisations who are working across the supply chain, Microlise solutions manage planning & optimisation, tracking and delivery, real-time communication capability, task allocation, workflow management and proof of delivery information. This is particularly useful in cases where organisations are scaling-up operations at speed, and are relying on third-party contractors or agency workers and need to manage them as efficiently as possible.

Microlise already works with the vast majority of UK supermarkets, as well as with other hauliers that support these businesses, with its telematics, journey management and proof of delivery solutions proving to be valuable business tools in the current climate.
According to Nadeem Raza, Microlise CEO, “Our customers are depending on our mission-critical solutions like never before. We are doing all we can to support their efforts and are delighted to offer that same support to public sector and not-for-profits – whether that’s frontline NHS workers, pharmaceutical suppliers, local authorities delivering essential food parcels or other organisations who are keeping the country going during these difficult times. “Microlise will endeavour to support community effort in any way we can. If the capacity to track the location of your resources, optimise routes and communicate with personnel in real-time would be beneficial, please get in touch.”

Microlise provides telematics, planning & optimisation, journey management and proof of delivery solutions to many of the UK’s HGV fleet operators, including 14 of the top 15 retailers.

If you are working for a public sector, not-for-profit, or private organisation that is supporting critical supply chains or working to combat Covid-19 and believe that Microlise’s tracking and task management solutions could help, please visit www.microlise.com/coronavirusto find out more and to submit your details.

Manufacturing Services and Software Provider offers free-use of data monitoring tool Enact® to firms throughout pandemic.

InfinityQS has joined the growing list of companies offering free use of their products during the Covid-19 pandemic by giving manufacturers access to its Enact Quality Intelligence platform.

REMOTE WORKERS

Manufacturers can utilise the platform for three months, at no charge and with no commitment, but must enrol by June 30, 2020.

Enact operates real-time insights on processes, across individual plants and entire enterprises, the firm says. Importantly, during this time of social-distancing the software can support remote workers through its cloud-based monitoring feature.

Michael Lyle, President and CEO at InfinityQS said the solution can contribute to staff safety. "The Covid-19 pandemic is having a profound effect on each of us, on our families and friends, and on how we work and socialise," he explained. "Enact is a tool that can ensure the quality of the products you produce while also helping you protect your most valuable resource - your people."

Click here to see Field Service News' full list of industry solution providers offering support to the field service and manufacturing sectors during Covid-19.

Research by Zebra indicates firms will increase use of rugged devices in next five years.

The use of rugged mobile devices will increase significantly amongst field service providers over the next five years, a study has revealed.

 

Study shows Rugged Computers will remain key to field service management

Research by Zebra has found rugged tablets and rugged smartphones will be the most prevalent type of enterprise device for service companies globally.

The study surveyed 1,200 key decision makers across the telecommunications, manufacturing, construction, mining and agricultural industries revealing 93 per cent of those surveyed will adopt rugged mobile devices by 2025.

Currently, 76 per cent of service providers use mobile devices instead of laptops and 86 per cent agreed that the advent of faster 4G and 5G networks will influence investment in technologies, with nine in ten providers indicating they intend to specifically utilise remote monitoring and reporting.

Alex Cooper, Director of Government and Critical Field Service Technologies at Zebra Technologies says rugged devices will form a key part of service strategy going forward. "With increased focus on streamlining workflows and getting tasks done right the first time, service providers in the telecommunications and technical industries are increasingly, equipping their front-line workers with mobile technologies," he said. "Faster mobile connectivity, combined with purpose-built rugged devices and advanced applications, will enable enterprises to keep essential services uninterrupted, safe and efficient."

The research is very much in line with the findings of previous research by fieldservicenews.com that also identified the crucial role that rugged hardware continues to play in field service management. The essential mission-critical nature of field service delivery demands that we empower our field service engineers and technicians with the tools that can allow them to meet the ever-increasing demands of both customers and the boardroom.

While in some environments consumer grade devices may be suitable, the truth remains that the durability, additional battery life and enterprise level security that is baked into rugged tablets, laptops and smart phones makes rugged the pragmatic choice for field service organisations. 

Covid-19 affected client influences swift deployment of Merged Reality remote assistance solution.

 

A software solution using Merged-Reality (MR) has been made available by IFS after a customer affected by the impact of Covid-19 required a remote solution to remain operating.

Impact of Pandemic on the Field Service Sector

The technology's route to market came in record time following a request from one of IFS' long-standing customers, Munters, who had been monitoring the spread of the outbreak.

At the beginning of March and with the knock-on effect of global travel restrictions soon to take hold, the global supplier of sustainable air-treatment solutions, realised a solution would be required if service tasks were to continue.

“Our President Peter is in Italy, and as Coronavirus began to spread, he saw the immediate need to leverage remote assistance to help support both our field and manufacturing operations,” says Roel Rentmeesters, Munters Director of Global Customer Service. “By the beginning of March, it became urgent for us to get this technology in place to continue to be able to serve our customers and support our manufacturing operations.”

Rentmeesters contacted IFS on 6 March and the company were training staff six days later on the technology.

Currently, the firm are expanding the use of the technology to more than 200 users globally, which it hopes to complete within a fortnight.

IFS Remote Assistance utilises MR technology to create a real-life situational context that engineers can share with appropriate product experts operating remotely.

The solution blends to real-time video streams into an interactive environment for mobile devices. The app also includes, telestration, document sharing, three-party calls, screen capture, recording, call tagging and satisfaction surveys.

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Further Reading: 

• Find out more about IFS' remote assistance solutions @ https://www.ifs.com/corp/solutions/service-management/remote-assistance/
• Read a detailed overview of this case study @ https://blog.ifs.com/2020/03/munters-rolls-out-ifs-remote-assistance/

Research from Verizon Connect shows some managers not utilising technology to offset basic tasks.

A survey into the behaviour of UK fleet managers has found the majority spend time on admin preventing them from focusing on daily tasks.

Interviewed

The research commissioned by Verizon Connect and conducted by Opinium interviewed UK 201 fleet managers who operate fleets of between three and 250 vehicles.

It revealed that two fifths of those interviewed spend 14 hours a week on general administrative tasks including route and schedule planning, the monitoring of driver behaviour and daily vehicle inspections.

The study also showed that less than half (47%) use fleet management technology to automate such tasks which Verizon says is the equivalent of nearly two full working days.

Fuel costs were highlighted as a particular concern for managers as was the search to find reliable drivers.

Derek Bryan, VP EMEA at Verizon Connect acknowledged that time pressure plays a huge part in fleet managers' day-to-day but said the use of technology can help negate this. "We know time is critical for fleet managers and many are tasked with trying to juggle lots of different tasks at one," he said. The introduction of a few simple technology tools can really make their life easier and help improve business efficiency."

The challenging act of balancing the equation of increasing need for field service resources with a dwindling current labour pool is one impacting field service organisations in every corner of the globe. Here, the editorial team at WBR Singapore explain more in a special article for Field Service News…

Field service as an industry has seen significant growth over the past decade or so but, while the amount of work available to field service providers is likely to continue exponentially on its present course, the number of engineers available to carry out these contracts is rapidly dwindling.

 

Talent Crisis

There are many reasons behind the talent crises presently being experienced in the field service industry and all need to be addressed if the issue is to be satisfactorily resolved. From the issues related to an ageing workforce, the challenges of attracting fresh young talent, and the transfer of skills between the two, to the implementation of new technology and the training which must be put in place as a result, the obstacles which must be overcome are many.

Let’s take a slightly more detailed look at the field service talent gap crises, the reasons underpinning it, and how they might be overcome.

Ageing Workforce

The demographics of the field service workforce are currently experiencing a dramatic paradigm shift. The previous generation of baby boomers is now reaching retirement age, and the industry is now looking to the Millennial and GenZ generations to take up their mantle.

 

"It’s a sad fact that many of the younger people now taking their place in the global workforce do not find field service an attractive career prospect..."

 

The impact of this phenomenon on the field service industry would perhaps be felt more keenly than in other workforces due to the physical demand placed on the engineers compared to more sedentary employment. An ageing workforce is likely to find the physical demands of field service work increasingly challenging. Similarly, the more sedentary, digital, generations which exist today may also find the work difficult - albeit from the other end of the scale. It’s a sad fact that many of the younger people now taking their place in the global workforce do not find field service an attractive career prospect. Huge numbers of these people are looking for jobs with the latest tech and digital service providers rather than in maintenance and field service provision.

However, this challenge can be addressed by using the very technology these demographics find so attractive to simultaneously modernize field service and make the industry a far more appealing prospect to youngsters.

Digital Transformation

Industry 4.0 technology is already finding its way into field service work. IoT connected sensors are making predictive service contracts possible by alerting engineers to failing components before they break down entirely, while automation and AI are enabling appointments to be booked automatically and helping with intelligent scheduling and route planning.

"Augmented reality is also providing engineers with real time schematics..."

 

“There is a great deal of hype these days about the importance of optimizing dispatch and routing schedules for field service technicians – and there should be,” reports Field Technologies Online. “Assigning and dispatching technicians using ideal scheduling algorithms and optimal turn-by-turn directions can yield tremendous gains in productivity, significant service cost reductions, and much happier customers – all of which have an appreciable positive impact on the bottom line.”

Augmented reality is also providing engineers with real time schematics which can be overlaid onto real-world machines to assist with troubleshooting and repairs – especially useful with legacy equipment for which service documents are not always easy to locate.

While these technologies enable field service providers to give their customers a faster, more efficient, and overall better service, they will also serve to make your brand more attractive to young would-be engineers.

When attending recruitment drives or colleges, always promote your company’s use of the very latest digital technology and make sure you’re giving your brand the best chance of inspiring the next generation of engineers.

Skills Transfer

Digital technology can not only be used to attract young talent to your brand, but also help facilitate training and the transfer of skills between the old and new generations.

 

"Digital technology can help address many of the issues relating to the field service talent gap..."

 

“There is a growing need for well-trained technicians,” reports Ortec. “If you have them, how do you keep them? How do you educate younger generations? Start a training and leadership development program for experienced staff members to train or guide less experienced technicians. In a recent survey, 69% of next-generation workers stated that they desire digital access to experts while in the field. It’s time to start considering new approaches for knowledge transfer – even remotely, in real time – to provide the best possible service to customers.”

By staffing a contact center with experienced engineers, they can offer real-time guidance and advice to on-site staff. Using aforementioned augmented reality technology, they can draw on a screen at base and have their instructions be displayed on the companion device on-site. This allows those staff nearing retirement to take a more relaxed and less active role within the company while remaining productive, and simultaneously training the newer employees.

Final Thoughts

As you can see, digital technology can help address many of the issues relating to the field service talent gap. By not only deploying, but also promoting, its use within your organization, you will have the best chance of maintaining a well-staffed brand for generations to come.

Tackling the skills gap in the field service industry is set to be a hot topic at Field Service & B2B CX Asia, 3-5 November 2020 at Equarius Hotel, Singapore. Scan the code for further information.