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Motion Computing's Ian Davies looks at the true value of rugged computing and why going for the cheaper option is a false economy...

Every IT director and line of business manager looking at a tablet PC deployment will, at some point face the question “why invest in a ruggedised solution when we can get two or three consumer units for the price of one ruggedised tablet and just swap them out if they go down?”  Even allowing for the restrictions of consumer devices in terms of software, operating systems and processing power, the initial numbers can - at first - be attractive.

But, speak to any manager or director who has then faced the issues of deploying and managing non ruggedised hardware and those numbers soon evaporate.  In fact, research shows that the total cost of ownership for non-ruggedised tablets is three times greater than ruggedised alternatives over a three year period.

A recent survey from VDC highlights the causes of this expense in using consumer grade units.  As part of a research project among IT decision makers at 215 companies managing a mobile device deployment, VDC discovered that the leading cause of device failure was that the tablet had been dropped.  The second cause was software issues but this was only marginally ahead of exposure to water and liquid (and just over 1 in 4 tablet PCs will face such exposure). Other leading causes of failure include excessive heat / cold, dust exposure and vibration.

Summarising these factors, when respondents were asked to rank their satisfaction with various tablet features, the level of hardware ruggedisation around dust and water was ranked lowest.  By comparison, satisfaction around issues such as operating system was far greater.  Simply put, we now have the level of tablet deployment that means customers are facing the issues of fragile, non-ruggedised tablets as they fail in the field and that those issues have become the dominant concern, especially for those applications involving wet environments.

  do such factors around device failure matter?  Because each device failure can cost an organisation upwards of 200 minutes in lost labour - a little under three and half hours.  This can be seen in a loss of productivity, the time spent to redeploy a new unit and the time spent in between with diagnosis and any necessary repair. And it is worth noting that these costs are per device failure - in a fleet of hundreds of units, this can soon amount to weeks of downtime.

 

Even without incidences of failure, it is worth noting that these softer costs make up a substantial amount of the TCO of a unit.  Initial and ongoing user training, system maintenance, technical support, upgrades and application management all contribute to TCO and for a consumer unit, these can be substantially more than a dedicated enterprise tablet.

However, factoring in the incidences of failure, the research found that IT costs and loss of productivity accounts for 89% of the TCO of consumer grade tablet PCs. To put that into hard figures, on an annual basis, a ruggedised tablet will have a TCO of around €2000.  By comparison a non-ruggedised tablet costs in excess of €4000.  That is despite the fact that the initial hardware cost of a ruggedised tablet will likely be double that of a consumer unit.

Figures such as these show the increasing importance for strong metrics such as ROI and TCO to not only validate investments but to track and measure use of mobile solutions within the enterprise throughout deployment. Furthermore it is clear that, because line of business mobile solutions are often mission critical, organisations need robust and reliable solutions to support them.

It is critical to align the right mobile solution with the users and application environment. But amidst the flood of consumer technologies in the enterprise that has driven a spike in failure rates, it is important to remember that consumerisation of IT all about introducing consumer experiences – NOT technology – into the enterprise.

Recognising this, many businesses now see that the cost of supporting and managing a device post deployment is just as - if not more - important that the upfront device investment.   There is much more to consider than the initial set up costs of the mobile solution. Organisations demand that IT investments deliver tangible benefits and incur predictable costs.  From platform consistency and sustainability, to the impact of device failure in various use scenarios – it is critical to understand the actual cost and impact of your mobile device deployment against the choices available and the increased interest in low cost consumer grade tablets.

 

Want to know more? Ian will be discussing this topic in further depth at this year's Service Management Expo on June 17th - 19th in London's ExCel. To get your complimentary pass click this link

 

 

 

Find out more about Motion Computing in the Field Service News Directory. Click here to visit their page

 

 

A recent announcement from Motion Computing, one the leading providers of rugged technology solutions has revealed that Camtech Systems, a reseller and systems integrator have become the first company in the United Kingdom to be awarded Platinum partner status on the Motion Valued Partner (MBVP) scheme.

The recognition comes after working with Motion Computing since 2009 and cements a mutually beneficial relationship that will continue to see Camtech Systems identify and implement Motion Tablet PC solutions to organisations across differing sectors within the UK ranging from retail, to asset management, estate agency and even emergency services. The acknowledgement also comes in recognition of the outstanding service Camtech have provided to their own and the Motion customer base.

The MVP program is unique, authorised reseller programme designed to protect and enhance the return on investment made by Motion partners.  Structured into Silver, Gold and Platinum partners, the programme features an innovative online portal that delivers external and internal marketing tools and programs to improve partner visibility and drive sales opportunities. This includes presentations, case studies, new business material, corporate sales support, access to demonstration equipment and lead referral programmes to support sales teams and enhance customer acquisition.

Darrell Newman, Managing Director, Camtech Systems said: “Being awarded Platinum status by Motion is really important to us and we are proud of the recognition of our service levels.  Platinum status allows us to provide a more comprehensive service to all of our Motion clients, delivering total solutions as well as providing better volume deal pricing. We see the elevation in partner status as a clear indication of not only our long term business relationship with Motion, but the future opportunities we can build upon. The CL910, F5Te, C5Te and J-series are the preferred choice for the mobile professional and field service sectors and we are confident that we can continue to build a market-leading enterprise mobility offering around these rugged platforms.”

Ian Davies, country manager, Northern Europe, Motion Computing explained: “The Motion Valued Partner Programme reflects the value and importance Motion sees in partnering with dedicated, solution providers whose business goals align with ours.  For our channel partners delivering excellence, MVP offers a fantastic opportunity to build a successful business around the Motion portfolio and Camtech is a great example of this success.  As the currently exclusive Platinum partner in the UK, we are really pleased to recognise their achievements and we look forward to strengthening our relationship with Camtech further.”

If you are a reseller in the UK and would like to know more about this programme then please visit http://partners.motioncomputing.com/EnglishIntl

Ian Davies, UK Country Manager for Motion Computing looks at the importance of GIS to the utilities field and what we need to consider if we are going to get it right...

The utility worker today

Within the UK, approximately 473,000 people are employed in energy and utilities and approximately 30% of them are mobile workers.  This is hardly surprising given that there are over 13,000 energy and utility locations.  But what is less widely known is that these employees, both in the office and out in the field, deliver some of the greatest added value to the UK economy, often far in excess of other sectors.

Consequently geospatial and GIS data is indispensable to utilities.  From the back office the data provides essential views and information about the service territory on which critical value-added decisions are made. Leveraging that data out to the field provides even greater benefits like streamlined regulatory compliance, operations and maintenance.  There is no real argument on whether or not to empower utility field crews with GIS – the question is how to empower them.

Technology has a key role to play in answering this question within the UK.  The energy and utilities sector is very capital intensive industry and much future success depends on its ability to adapt to new requirements through the introduction of new technologies. This is creating demand for skills at the intermediate level in terms of operation and maintenance - those roles most typically found “out in the field”.

The right tools for the job

So from a technological perspective, the right hardware and software will make a big difference on getting the most of utility field crews.  In order to select the right hardware and software, businesses must start by taking a look at how the utility worker performs his work.

For hardware, this is critical.  Mobile workflows vary greatly - what environment is the worker primarily in?   How remote are employees?  Can they rely on “an always connected” application, or do you need “store and forward”?  Do they need a higher amount of power, specific carrying case or a vehicle mount?  Is a barcode scanner or camera needed?  What operating system is needed to run all the software systems? Can data entered more easily with a keyboard, a stylus or by touch? How sensitive is the work being performed and what level of security is needed?

Among all these variables, there are some characteristics to a “typical” mobile workflow - the requirement of a mobile device that can be easily docked and undocked in a vehicle, easy to carry and use, but rugged enough for the field environment.     In addition, utility workers regularly use bar code scanners, RFID readers and magnetic stripe readers to complete their work.  Hardware will also need to include external battery chargers and wireless connectivity as well as run an operating system that supports the software.

That software also needs rigorous assessment.  It can have a huge impact on how the field worker actually works.  What features will truly enable field teams to get the most out of the GIS?  Is it intuitive, quick and simple to handle? Does it need large, frequent updates? Is it based on real world experience?  In addition to being easy to use on the front line, the application should provide automated data replication, have a seamless interface and deliver both high performance and configurability for the teams back at base.

Getting GIS right

Applied to GIS, this means better maintenance of assets that have a rapid and profound effect upon the bottom line of utility companies and can improve customer service quickly.  Utility assets are often very expensive and GIS can substantially increase the return on this investment.  As part of the business case to justify GIS - and secure these benefits - the right mobile tools are a powerful part of the optimal solution.

 Find out more about Motion Computing in the Field Service NEws Directory, Including product videos, news & features features.

 

Overview:

Established in 1984, Adlib Audio  is one of the most well-known and well respected names in the live performance industry.  Across rental and installation divisions, the portfolio of Adlib clients includes Radiohead , David Guetta, Skrillex , Toby Keith, Ellie Goulding, The Script, Glastonbury, V-Festival, Professor Green, Swedish House Mafia, Bring Me The Horizon, The Overtones , John Barrowman and The Specials.

Due to the stature of these events and touring artistes it is imperative that Adlib Audio capitalises on the latest technology to ensure reliability, quality of service and performance.

Challenge:

As acknowledged leaders in performance and production, Adlib Audio demands a comprehensive system to manage and control multi-million pound PA systems in a variety of conditions; indoors from an intimate stage to a complete theatre or large scale venue and outdoors, in all weathers from a beach in Ibiza, to a rain-soaked British festival.

To this end, Adlib Audio has designed a bespoke Windows 7 disk image which simplifies management of multiple computers and enables all machines to be easily upgraded to the same standard or reset to Adlib’s factory settings complete with the full suite of live software.

From a hardware perspective, this demands not only extensive ruggedisation but an ease of use and Windows integration in which Adlib Audio can have full confidence.  As a result, Adlib Audio turned to RUGGED MOBILE Systems who recommended the Motion Computing J3500 Tablet PC.  As the primary control interface for the system, the J3500 is now at the heart of many Adlib-produced performances.

Solution:

With such high demands on performance, Adlib Audio developed a very clear, specific protocol for the implementation of the technology.  Tim Robinson, IT Administrator, Adlib Audio explains: “When the tablets first arrived, we quarantined them all until one had been fully configured as a template machine and approved by all concerned.”

“This ‘image’ was then rolled out across the others so that they all matched perfectly. This whole process took about three days, but that included learning how to do it in the first place. By the time I did the sixth one, I had the time from unboxing to ready-to-use down to 14 minutes.”

Many features of the J3500 were attractive to Adlib Audio.  Tour Sound Specialist, Tony Szabo said: “For us, the tablet had to run Windows because our software depends on it.  We then looked at features such as the pen-based input for making fine adjustments; the option to defeat any finger-based input to avoid any accidental or malicious adjustment to the system; the 5GHz Wi-Fi to avoid interference with the majority of consumer devices and the RJ45 port in case Wi-Fi proves to be unreliable - in a live situation we prize reliability beyond all else.”

In addition the industry-leading ruggedisation and sealed design of the J3500, alongside the extra protection and portability afforded by the Motion Bump Case, means Adlib Audio can take the tablets out on the road, into the field or on the beach with full confidence that they will perform.

Results:

Compared to the older tablets and legacy hardware that began to suffer hardware failures and were no longer available, the J3500 has given Adlib a contemporary hardware platform that combines quality and reliability. Dave Kay, Technical Director, concludes:

“So far, the J3500 has not missed a beat.  Financially we make a saving by not having to repair them, but, in truth, the real ROI is within the operational realm.”

“When you have chart-topping acts on stage, relying on your people and a technology to perform in front of thousands, there is real value in the confidence that the J3500 delivers.”

“Looking forward, we are only barely scratching the surface of what the tablets can do. We expect within the next twelve months or so, for another of our larger systems to introduce a new processing and control system, at which time this too will be controlled from the Motion J3500.”

Ian Davies, UK country manager, Motion Computing adds:

“Behind the incredible performances of top artists is a small army of engineers and they demand the best kit that will not let them down despite challenging environments and dynamic requirements.  This requires an uncompromising attitude towards performance, reliability and usability and that is exactly what we seek to deliver with the J3500.”

 Find out more about Motion Computing, including videos, features and other case studies in the Field Service News directory here. 

 

Driver safety has rightly become one of the key considerations for field service managers and fleet managers alike in recent years. It has also become a major inclusion in both software and hardware manufacturers list of product benefits and should be a one of the major boxes you want ticked when you are looking for a solution for your field service staff.

So it was little surprise that Motion Computing made the move to launch a comprehensive In-Vehicle solution as part of their range.  This includes a range of docks, mounts, integrated features and computing accessories designed to work with Motion’s own specialized Tablet PC’s with claims of delivering maximum safety, reliable connectivity and increased productivity for your field service team whilst they are on the road.

Motion’s vice president, marketing at Motion Peter Poulin commented on the alaunch of the range saying:

“Over the past 12 years, we’ve helped optimize the performance of mobile workers through purpose-built, rugged tablet PCs, tailored accessories and services”

“We developed our In-Vehicle Computing Solutions for the growing number of mobile workers who rely on tablets inside their vehicles.  As with all our solutions – the In-Vehicle Solution is designed to be flexible enough to enhance multiple workflows.  It is also durable enough to meet both the safety and quality standards demanded by fleet managers at water utilities and other field service organizations.”

Amongst the several safety enhancing features included are built-in sensors that limit the use of computer displays while the vehicle is moving and an administration tool that allows the fleet manager to configure what applications are accessible to the driver.

For those vehicles that have a driver-passenger set up there is an optional “swingaway” solution that provides full access to the computing device for the passenger even when the vehicle is moving.

The entire range of Motion’s In-Vehicle solutions is based around their patented “Tilt&Rotate” mount, which is specifically designed with economy of space in mind. The mount is able to accommodate Motion’s low profile F5t and CL910 Tablet PCs and provides a strong balance between flexibility and user comfort with a wide range of adjustment angles available.

 

In the first part of the this two part series we explore why tablets are becoming the mobile computing option of choice as sales of rugged laptops decline in the consumer markets and if this trend is mirrored in field service industries as well... 

At first glance you would be mistaken for thinking that Apple invented the whole tablet industry when they brought the first generation iPad to the market just four years ago. However, whilst as with the iphone Steve Jobs’ and Co. weren’t so much the originators of this exciting new technology, they sure as hell were the ones that perfected it and brought the tablet computer into the mainstream.
In fact at the time of the release of the first iPad the Wall Street Journal went as far as to describe the device as being a “laptop killer”. So four years on, with the tablet revolution at full charge are we seeing the final days of the laptop?

And what about in the more demanding domain of field service where rugged laptops have been the solution for so long?

Processing power: Rugged Tablets now matching rugged laptops

One of the biggest barriers to tablet computing in both the consumer and commercial environments has always been processing power. However, within the last five years we have seen a rise in computational power within tablets. Whereas not so long go we may have faced a decision to opt for the portability and mobility of a tablet or the greater capabilities of a laptop. This isn’t the case today.

Motion Computing’s UK Head, Ian Davies concurs with this assertion. Davies states:

“The processing power of tablet PCs is no longer an issue in most discussions. Previously, some tablet users did have to decide between the ease of use, ruggedisation and mobility offered by tablets, versus the processing power and speed of rugged laptops, but no more.”

Davies is certainly well placed to comment as Motion are one of the leading providers of rugged tablets including the distinctive looking F5te.

The tablet, having been designed with field service in mind, is easily identified by its integrated carry handle, but it is what is inside that counts. Packing an impressive 8gb of RAM and with the option of a powerful i7 processor there is plenty of processing power available to match all but the very highest spec rugged laptops.

Consumerisation: The public embrace tablet computing

Another major factor in the rise of tablets within the workplace is the consumerisation of technology. With smartphones and tablets becoming commonplace within homes across the globe it is natural for organisations to harness this familiarity with the devices to ensure the investment in technology leads to improved productivity in the workforce.

Specialist hardware manufacturer Handheld UK’s Managing Director, Dave Cawsey confirms this saying

“Users are looking for the same/close to or similar feel of retail devices (IPad, Android and WIN 8 Tablets) they have at home in the work place, most IT departments are savvy of this connection and look to make the transition as ‘user’ friendly as possible to maximise workforce acceptance of a new system/device”

Within the consumer sector the trend is clear, tablets are on the rise.

Leading technology research house Gartner identified that large numbers of consumers are switching across to tablets as their main computer, and this is a trend that is set to continue rather than being a passing fad according to their research.

Carolina Milanesi, research vice president at Gartner commented

“While there will be some individuals who retain both a personal PC and a tablet, especially those who use either or both for work and play, most will be satisfied with the experience they get from a tablet as their main computing device”

Indeed Gartner state that 116 million tablets were sold in 2012, with circa 197 million tablets being sold in 2013.

They predict sales for 2014 will rise to 266 million and by 2017 they predict that this will rise to nearly half a billion.

The same report predicts a different future for laptops however, with laptop sales showing a year on year decline from 350 million in 2012 to 339 million in 2013. A similar trend is highly likely within the more specialised niche of rugged laptops.

Whilst some experts have tried to attempt to align this declining trend with the failure of Windows 8 to emulate the accessibility and functionality of both Android and Apple’s iOS operating systems, the added mobility of tablet devices versus that of both regular and rugged laptops can not be overlooked.

Also an added benefit is that as tablet devices comprise of a solid unit, rather than rugged laptops, which no matter how well built still have a slight weakness at the joint between the screen and keyboard, are naturally more robust.

Of course the combination of being both more robust and more portable than laptops makes tablets and smart phones a perfect choice for field service, so a shift towards away from rugged laptops and towards rugged tablets is certainly on the cards.

Look out for the second part of this feature where we examine the impact of the BYOD trend on companies purchasing rugged laptops, why tablets are perfect for ruggedistation and the solution for those field service technicians that require high data input levels.

Want to know more about field service hardware? Have a look at our online directory for articles, videos and other resources from specialist providers

Introduction

Founded in 2002, Cambridge Cognition develops and commercialises computerised neuropsychological tests. The company's proprietary technology platform, known as CANTAB®, the Cambridge Neuropsychological Test Automated Battery, is based on 25 tests and is now a market leader in two key segments: pharmaceutical clinical trials and academic research. This competitive edge is rooted in the extensive scientific validation of the test battery - unparalleled by others in the field.

These tests not only aid scientists around the world with active research into cognition but also assist pharmaceutical companies conducting clinical trials in order to understand the cognitive effects of drugs, especially in treating conditions like Alzheimer’s, Parkinson’s, schizophrenia, depression and ADHD. The majority of the world's top twenty pharmaceutical companies are Cambridge Cognition clients

The challenge

The CANTAB battery of tests is based on touch-screen technology to deliver rapid, non-invasive cognitive assessment, in the field and in laboratories. Up until 2010, Cambridge Cognition used a tablet PC with a resistive touch screen.

Due to the sensitive nature of the tests it is vital to maintain high performance standards for hardware.  Simple 1-to-1 replacement using different technology is not possible without extensive cross-validation.

Louise Ward, Logistics Manager, Cambridge Cognition explains: “Two critical factors must be borne in mind when it comes to the testing we carry out.  Firstly, testing may run over several years and throughout that period we need consistency to meaningfully compare data

“Secondly we cannot tolerate any degradation in performance of the hardware.  Our tests deal in millisecond reaction times as patients react to on-screen stimuli.  We simply cannot have any variation in results caused by the technology itself.”

The solution

As a CamTech customer since 2004, Cambridge Cognition turned to the systems integrator to specify a new solution based on the more stable capacitive touch screen technology.  Based on this requirement, as well as the form factor of the legacy hardware platform and the Windows basis of the Cambridge Cognition software, CamTech specified the Motion J-series.

In late 2010 Cambridge Cognition adopted the Motion J3500 and has since deployed around 700 units across the globe.

Weighing just 3.6lbs and coated in shock dampening rubber, the J3500 features:

• Capacitive Dual Touch display options for both finger and digitizer pen input
• An outdoor viewable 12.1” AFFS + LED backlight, screen available with View Anywhere or Gorilla® Glass for increased display damage resistance
• MIL-STD-810G and IP52 ratings for ruggedisation
• Hot-swappable dual batteries that can deliver virtually uninterrupted performance
• Industry leading anti-theft security technology suite
• A complete range of peripherals including a battery charger, FlexDock and attachable, spill-resistant mobile keyboard[/unordered_list] 

Because of the need for such high levels of accuracy, Cambridge Cognition subjects the J3500 to sophisticated in-house testing, backed by extensive user training.  The units are monitored and controls are in place to ensure consistency on a given unit throughout its lifetime.

Louise continues: “As a result of our evaluation of the hardware itself, we have realised that the J3500 and Motion have yielded additional benefits alongside the capacitive touch screen. Our users have fed back that the extensive battery life and the double battery capacity has enabled a lot more freedom in their work.”

“In addition the level of ruggedisation has been critical in ensuring the units perform as they should right across the globe.  The presence of two USB ports has also been a key factor in improving use out in the field as tests can be backed up to portable storage devices and our academic users can use software keys stored on USB sticks.”

“Even the more considered pace of upgrades to the units works in our favour as we need time to develop validation, training and support.  In this regard as well as during times when we need technical support our links to Motion and CamTech have been invaluable.”

Looking to the future, Cambridge Cognition is set to explore the options presented by the new J3600. One of the main benefits that this evolution in the J-series offers is that it is fully compatible with the J3500 and all associated peripherals.  This not only ensures continuity of testing but also protects the investment made so far.

Louise concludes: “We have some of the most demanding expectations of the technology we use and the J3500 has met them and in some cases exceeded them. We look forward to continuing our relationship with Motion and CamTech.”

This is the incredible statistic that US water utilities organisation Fort Bend County Municipal Utility District No. 25(FBCM25) announced after they eliminated a paper-based workflow and moved to work with Motion Computing's  J3500 Tablet PCs

Now they are fully equipped with the J3500 Tablet PCs, FBCM25 is not only benefitting from using the technology onsite at their sewage and drainage facilities but also in the field as mobile workforce carry out meter readings, inspections and repairs.

“We’ve gone from a manual paper process to a greener, paperless environment,” said Steve Kim, director, information technology, FBCM25. “Now, the Field Operations’ workflow depends on completely electronic service orders, which can be created, sent, uploaded and processed in real time. All the information collected in the field feeds back to the central database and updates the billing software in real time, meaning our billing department has access to the same information.”

A key benefit of using Tablet PCs (or any form of mobile hardware) is that the process happens in real time while the field  staff is are on the actual job site. This has allowed FBCM25 to cut out unnecessary tasks, resulting in a boost in efficiency and a reduction of man hours dedicated to each job. Another advantage that FBCM25 are finding is that the billing department is now able to update and dispatch new service orders throughout the day as and when they come in from the field staff who no longer need to return to base to file the orders. Again this has resulted in significant increases in the numbers of jobs undertaken each day.

Leonela Ruvalcaba, manager, billing and collections, FBCM25, notes, “The Field Operations team, billing department and customers benefit from the real-time access to information and improved collaboration. With the paper process, if a customer called and inquired about their service, the billing department provided the information the next day at the earliest. Now, the billing staff is able to research anything the customer wants to know while still on the phone.”

Taking care of the environment is also an important initiative for FBCM25. The District regularly develops new programs and works to educate customers on ways to reduce, reuse and recycle as well as conserve water. According to Kim, “FBCM25 is responsible for increasing awareness and finding new ways to reduce our footprint. We were able to lead by example and eliminate a paper-based workflow with the Motion Tablet PCs, while reducing vehicle miles, which validates our commitment to being green, saving over 7,000 pieces of paper a year on service orders alone.”

 

 J3500 Product Tour:

 

 

 

Against a pan-European backdrop of regulatory change, increased consumer awareness of price and choice and concerns over energy security, the utility sector is facing many challenges and opportunities over the next decade.  Motion Computing's Ian Davies discusses... 

Within the industry itself, the concerns of customer service improvements, the aging workforce and enabling a more responsive field workforce are driving many utilities to re-evaluate key business operations, processes and the technology that supports them.

Core to many of these initiatives and achieving new levels of service and field worker productivity is ensuring seamless access to critical asset and customer data. Research has confirmed a strong correlation between a highly productive mobile workforce and ensuring utility networks deliver continuous service and meet customer service standards.  As a result, empowering a mobile workforce is now a key concern for many utilities.  As both the workforce and utility infrastructures age, many utilities are considering wireless technologies to help manage information, assets and workers.

Mobile workforce applications in utilities:

Connecting your mobile workforce with the information and human resources they require delivers many strategic benefits to utilities.  These can be grouped into three main areas - reduced operating costs, improved asset life and increased customer satisfaction.

At the tactical level these benefits are seen in metrics such as increased on-time responses, greater “wrench time”, and more job completions. Travel to the next job is less which not only saves time, but also reduces vehicle emissions, and cuts down missed appointments.

The financial savings of this increased productivity are seen in decreased crew hours and overheads. Further improvements to the bottom line can be realised by automating the work order process to help reduce operating costs.

Additional benefits include enabling seamless, real time and interoperable communications with field workers, centralised support staff, utility management and first responders in emergency situations.  Management is improved by incorporating training, work administration, and performance monitoring.  And by improving collaboration and enhancing knowledge transfer, utilities can begin to address the challenge of an aging workforce.

The applications to enable these benefits can be covered off in three main categories:

Next Generation Asset Management and Analytics

Advanced analytics draw on powerful analysis platforms to present data and complex interrelationships in a manner designed for the business and operational needs of different types of utility employees. From the field, to the asset manager, to the board room, asset analytics provide critical intelligence to ensure that appropriate decisions can be made in real time.

Modern mobile versions of asset analytics provide utility field crews with a thorough understanding of an asset’s inspection and maintenance history and help field crews better understand the importance of the accuracy of data they are capturing.

Real-Time Scheduling

Customer service in the utility sector has been lagging and much of this has to do with how customers engage with their local utilities.

While many experienced field technicians generally know their territory and the likely duration of different tasks, the same does not hold for less experienced workers and frequently, schedules developed by less experienced workers, can result in productivity decreases. Mobile workforce applications that include real-time scheduling prevent this productivity drop-off. As the crew finishes its emergency tasks, real-time schedulers immediately produce new schedules that start from the current location and follow rules for task priority and drive time.

Job Training and Monitoring

Experienced workers carry in their heads the correct safety techniques and job structure. Mobile workforce software incorporates that knowledge and makes it accessible via tools like checklists and context sensitive help. It ensures that less experienced crews meet utilities' safety and compliance guidelines.

As a result, mobile workforce management software can standardise tasks and guide newer employees through each step, decreasing the time it takes to become productive.

These applications also enable better and more accessible asset records, improved documentation, and integration with video and image management solutions to provide remote support capabilities.  Integration standards also enable efficient cross-departmental business processes.

The right platform

A variety of mobile form factors are being used to support field workers in the utility sector, and tablets represent an increasingly viable choice.  The tablet provides a strong balance of a highly portable device with sufficient display real estate to support the graphics rich applications common in the utility sector.

As a result of these benefits, according to research by VDC, over six in ten utilities are either currently using tablet PCs or are evaluating tablets for use among their field workers.

While much of the attention directed towards tablets has been for consumer-oriented devices, consumer devices have limitations when it comes to enterprise-use cases.  The challenges end users express with consumer tablets in the enterprise span everything from core device functionality to management of these devices by enterprise IT departments and their security limitations. The ability to seamlessly interact with backend systems and integrate with legacy applications including support for capabilities such as rapid updating also rank highly in this list of concerns.

For utility service technicians, critical requirements of a successful mobile platform include:

• Durable, yet lightweight design. Failure rates are a critical concern as they can substantially disrupt workflows. Devices designed to withstand inclement conditions and the potential for occasional drops are ideal. Another key requirement is the ability to interface with the display with wet hands or in wet conditions.
• Display daylight visibility. While consumer device displays are visually appealing, in sunlight or ambient light conditions they wash out. A display that can be easily read in these conditions is a key benefit, if not essential
• Application suitability. Many back-end utility applications are designed to operate in a Windows environment. Leveraging these platform investments and ensuring forward compatibility is critical for many utilities.
• Input/output configuration options. Mobile workforce management applications require a variety of input/output configuration options ranging from signature capture, bar code, GPS, image and video capture, multi-touch interface and magnetic stripe readers.
• Embedded wireless functionality. With more data moving to the cloud, a seamless wireless network connection, carrier (3G/4G) or Wi-Fi is critical.
• Unobtrusive, yet robust security.   Security requirements are becoming even more stringent due to increased regulation.  For mobile devices this likely means both hardware-based encryption, trusted boot functions, data-at-rest encryption, and remote lock and wipe capabilities. While security – especially for mobile insurance solutions – needs to be unobtrusive, sacrifices for the sake of ease of use cannot be made. [/unordered_list]

Based on these demands, and the driving force of customer service improvements, an aging workforce and a need to reduce operational cost, the tablet PC is set to become a stable fixture across the utility sector, especially out in the field and on the front line of service.