The world of field service and the world of technology have been intertwined for a long time now. In today's world of IoT, Artificial Intelligence and machine learning it could be put forwards that Data is not the fundamental building block of field...
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Jun 14, 2019 • Features • Augmented Reality • Cognito iQ • Data Analystics • Future of FIeld Service • GDPR • Mobile Technology • Video • wearables • Cloud computing • IoT • David Bochenski
The world of field service and the world of technology have been intertwined for a long time now. In today's world of IoT, Artificial Intelligence and machine learning it could be put forwards that Data is not the fundamental building block of field service excellence. Field Service News and Cognito iQ have explored this concept in a new series and here in this first instalment David Bochenski, CTO Cognito iQ outlines how field service companies can the data within the organisation and why they should be doing so.
Want to know more? There is a video with Konica Minolta's Head of Direct Service, Ged Crannny outlining how they have revolutionised their business through data analytics available exclusively to fieldservicenews.com subscribers on the link below...
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The rate of change in technology in technology continues to accelerate and shows no sign of stopping. Whereas ten years ago it was broadly the case that the technology you used at work was superior to that which you might have had at home, the arrival of smartphones and the app stores that support those devices them, has fundamentally flipped that relationship. For most of us, and especially the digital native Millenial cohort feeling like the tools that they are given to use at work are pretty much from the dark ages compared to the phones, tablets and wearables they use at home.
The abundance of end-user mobile devices has created a paradigm shift in user expectations for any company providing service into peoples homes or businesses. Customers now assume that within seconds, they should be able to request whatever they want, be it a service or product and track it on route to them instantly via their handheld devices.
Being told these days by a provider that someone may arrive between 8 am and 6 pm and "by the way can you make sure someone will be around to let them in" is not even close to an acceptable level of service.
The disruptor companies have driven much of this change in expectations. People like Uber, Amazon and Deliveroo have been changing the game in their respective industries. Amazon, for example, has recently announced that they can deliver your package directly into the boot of your car without you even being there.
"Being told these days by a provider that someone may arrive between 8 am and 6 pm and "by the way can you make sure someone will be around to let them in" is not even close to an acceptable level of service..."
The reason these 'Internet Age' companies have been able to fuel and satisfy this shift in expectations, is in part down to their ability to leverage Cloud technologies. In the case of Amazon, they have even pioneered those technologies themselves. Whereas just five years ago there was still legitimate debate about whether the Cloud would become a truly viable option, today this debate has been firmly settled in favour of the Cloud.
Even the most risk-conscious sectors such as banking and finance are seeing Cloud native disruptors enter their market, with the FinTech sector thriving with companies like Monzo and Starling making the established banks sit up and take note. In fact, with the more stringent GDPR coming into force those companies who chose to move early into the Cloud are finding the compliance requirements that much simpler to implement than those still reliant on their own data centres and infrastructure.
Having taken the leap into the Cloud, those companies that are willing to continue their investment now have access to world-class data analytics, machine learning and artificial intelligence technologies to further drive home their advantage.
However, it is not all doom and gloom for the established field service companies out there trying to keep up with the technological changes and ever-increasing challenges faced from disruptors. Let's not forget that these companies can be at the bleeding edge of technology adoption. After all, field service companies were putting mobile devices into the hands of their engineers and receiving real-time data live from the field long before Steve Jobs, and Apple had put the Internet in everyone's hands.
I firmly believe there are emergent technological trends that will allow such companies to do so again and remain relevant in a digitally ubiquitous world. As well as providing exceptional user experience through their Cloud-based apps, the companies that are succeeding know how to use the data that is collected by these applications, to close the feedback loop and use that data to drive further improvements to their businesses.
Now, of course, GDPR has been introduced in part to stop companies doing just that and to ensure that their users are given proper visibility, control and consent over their data - which is entirely right, but again I believe this actually presents an opportunity for the more established SME companies to 'win one back' over the start-ups.
"Field service companies were putting mobile devices into the hands of their engineers and receiving real-time data live from the field long before Steve Jobs, and Apple had put the Internet in everyone's hands.."
SMEs are more likely to be better placed to comply with the new GDPR requirements, having more likely already got ISO certified and are also probably more used to operating effectively within regulated and controlled markets. So the learning curve for such companies adapting to these regulations is less challenging than companies grappling with such legislation for the first time.
There are also a few critical areas of technology where I can see innovative field service organisations being able to capitalise to deliver the next wave of innovation into our sector.
The first of these is being able to make sense of the explosion of data now made readily available as more and more devices become Internet-enabled. The hype around IoT has, in my view, yet to be justified. But once you are in a position as an organisation to harvest data from your machinery directly into the Cloud, and then apply machine learning and artificial intelligence capabilities on top of that data - you can start to gain real actionable insights into the fundamentals of your business that can allow you to gain significant advantages over your competition.
The final part of the puzzle is now how to best close the feedback loop and leverage those insights back into the field in real-time.
We are now seeing companies increasingly looking into how they move past the handheld mobile app into more advanced interface solutions. For example, advances in voice technology now mean an engineer can talk directly into their device rather than having to stop and enter information into the tablet.
Augmented reality devices such as Google Glass, which were shunned by the consumer market are experiencing something of a renaissance within specific workplace settings including of course field service and are now capable of surveying the area and alerting engineers to impending health and safety risks.
This approach can also deliver process based benefits in terms of a reduced time to train engineers on new skills and assets and to help resolve issues faster and more effectively.
In summary, combining new types of user interfaces, voice gesture and AI, together with real-time streaming of IoT data and intelligent learning algorithms all running in the Cloud can unlock tremendous efficiencies for field service organisations and help them deliver the next level of service for their customers.
Want to know more? There is a video with Konica Minolta's Head of Direct Service, Ged Crannny outlining how they have revolutionised their business through data analytics available exclusively to fieldservicenews.com subscribers on the link below...
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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...
Feb 26, 2018 • Features • Hardware • Lone worker • lone worker protection • Nanowear • Vijay Vardan • wearables • Field Service Medical • Smart CLothing • Ven Vardan
Kris Oldland, Editor-in-Chief, Field Service News, takes a look at a new line in wearable technology aimed at the medical sector launched by Nanowear and explains why he thinks it could be an essential aspect for field service worker safety...
Kris Oldland, Editor-in-Chief, Field Service News, takes a look at a new line in wearable technology aimed at the medical sector launched by Nanowear and explains why he thinks it could be an essential aspect for field service worker safety...
Despite all the hyperbole (much of which I myself admit to being responsible for) wearables in field service has just never really taken off.
For example, the impact of the ultimate widespread failure of Google Glass did a lot to suppress the appetite for smart glasses. At the time of launch, Field Service Management (FSM) solution providers were queuing up to announce that they were working on a Glass app and the promise of hands-free working had everybody in the field service sector excited.
However, a mix of poor battery life and spotty voice recognition meant it never really met expectations. Add to this the fact that Google misjudged the product as something the consumer world was waiting for when the reality was it was always a product that should have been geared to towards industry and in particular areas such as field service, where remote workers could have benefited from such a technology.
Google misjudged the product as something the consumer world was waiting for when the reality was it was always a product that should have been geared to towards industryAnd while a raft of companies has since brought respectable, smart glasses to the market, with the pick of the bunch for my mind so far being Vuzix, the general feeling of disappointment with Glass is a hard obstacle to overcome. That said, with the rise in prominence of AR the smartglass market is getting a second wind, and I do feel that smartglasses will ultimately play an important role in the field service industry. But that time is likely to still be a few years away - when a couple of years ago it seemed imminent.
The same can't be said for smartwatches though. Again a number of FSM solution providers including IFS, ClickSoftware and ServiceMax all developed smartwatch applications.
However, looking back with hindsight these seemed to be more about developing an app for a technology for the sake of it, and then trying to work a use case back from that position - which invariably is a lot less likely to yield results. Ultimately the benefit of having a stripped down version of a mobile app on a field service engineer's wrist offered little benefit - especially when most smartwatches need to be paired with a phone in the first place.
While for smartglasses there is a distinct home for them in the world of field service, smartwatches seem to be very much a technology that belongs in the consumer realm.Ultimately, while for smartglasses there is a distinct home for them in the world of field service, smartwatches seem to be very much a technology that belongs in the consumer realm.
However, while smartwatches and smartglasses dominate the conversation, they are not the form factor that wearables come in. In fact, it is a new form of wearable produced by Nanowear, a New York-based start-up launched Venk Varadan and his father Dr. Vijay Varadan, that has caught my eye as having some serious potential within our sector.
The official blurb states that Nanowear is a "connected-self technology platform for diagnostics and chronic disease management and is the first-and-only company in the world to have received FDA 510(k) clearance for cloth-based cardiac remote monitoring."
So what exactly does that mean and why do I think it could play a role in field service?
Well first let's explore the technology.
Essentially, it is a cloth based sensor that contains millions of nano-sensors per square inch. In practice, this means that the cloth could be used in any manner of clothing and it simultaneously captures and relays real-time data from the wearer for remote monitoring at any time.
Sensibly the team at Nanowear have aimed there first product released using the technology, SimpleSense, at the medical industry. This makes sense for a number of reasons.
Firstly, it takes into account that important first rule of launching a tech business - have a clear understanding of the problem your technology will solve. There is a lot of medical and bio-engineering expertise amongst the team at Nanowear and SimpleSense is designed to tackle a very specific problem - namely Congestive Heart Failure (CHF).
By tackling CHF SimpleSense can position itself very much as a cost-saving development for the core market of hospitals, making it that much easier for them to penetrate a market with traditionally complicated and drawn out procurement chains.
Even under a Trump administration that is dramatically reducing the level of red tape regulation, gaining FDA approval is no mean feat and that accreditation will carry a lot of weight and recognition far beyond the medical sector.Secondly, it is a fantastic area for proof of concept. Even under a Trump administration that is dramatically reducing the level of red tape regulation, gaining FDA approval is no mean feat and that accreditation will carry a lot of weight and recognition far beyond the medical sector.
Indeed, when I spoke with Venk Varadan to find out more about the technology he was at a break from a meeting with Google AI team exploring some of the other possible applications for their technology. Other rollouts into different sectors are absolutely on the long-term roadmap, but I think in identifying one core application for the technology, to begin with, Nanowear will not only be able to establish a solid working proof of concept to expand upon, but are also able to avoid the 'boil-the-ocean' mentality so so many start-ups for foul to.
All too often we see excellent ideas and emerging technologies get lost as their founders try to push each and every possible use case all at once. In taking such a structured and measured approach, Nonowear is doing well to avoid that temptation and ultimately are more likely to be better positioned to penetrate other markets when the right time comes.
With that in mind, let us consider the role this technology could play in the field service sector.
Field service is by its very definition a role in which we put some of our most important assets, i.e. the engineers themselves, in an isolated and often dangerous position. Field service is by its very definition a role in which we put some of our most important assets, i.e. the engineers themselves, in an isolated and often dangerous position. Whether it be working at height, working in remote areas with live electrical equipment or even just behind the wheel going from one job to another, field service engineers are at risk simply by the very nature of the fact they are very often alone.
A wearable vest utilising the Nanowear technology that tracks vital body data regularly such as cardiological or even neurological data could quite conceivably be integrated into a remote worker application.
The question is then how can the data be applied to reduce the risk of the lone worker? The first thought in my mind would be that should an engineer be in an accident when working in a remote location - whether it be a fall, a blow to the head or heaven forbid even possibly a heart attack, then assistance could be sent immediately. This could vastly increase the chances of recovery and in severe cases maybe even survival.
How about the possibility of linking the vest to a kill switch when in the vehicle. So again should the engineer suffer a heart-attack behind the wheel the vehicle just comes to a stop? With the sensors available in modern vehicles it is even possible that the vehicle would be able to reduce speed and pull over safely under its own steam in such a situation. Indeed, such a device would have saved countless lives just a few years ago when such a tragic situation happened in Scotland for example.
Taking things one step further could the right interpretation of the data if applied correctly potentially even predict something critical such as imminent heart failure and avoid an engineer putting themselves in a dangerous position in the first place perhaps?
In fact, it is as we turn to the interpretation of the data that the fullest value of Nanowear becomes apparent. Not only have they developed the actual hardware, but they have also established proprietary systems for interpreting the data as well.
"I think for us the real USP is that we offer the full stack. You can't call yourself a data analytics company if you don't have clean pipes. If your just pulling data from everywhere all of your focus is going to be looking for data that you want to see, as opposed to analysing raw data. We have unique data sets because of how we capture them with our cloth. That makes us a better analytics company down the road," states Vardan.
It is the duty of every field service company to do everything within their power to mitigate the risk that their field service engineers face when working on their own."It is a more complicated story because it's materials, hardware, analogue to digital transfer, user experience and analytics that is a big stack for people to get comfortable with and that's why the IoT has been broken up into those five areas. But we feel we are best placed to provide the services as well as the hardware as we have the best understanding of the data."
In terms of the potential for Nanowear being rolled out into the field service sector personally, I think the business case is very straightforward. It is the duty of every field service company to do everything within their power to mitigate the risk that their field service engineers face when working on their own.
So while the initial rollout for Nanowear has a very specific focus within the medical sector, as mentioned above, they have already identified a number of further potential applications for it and are actively exploring other.
From where I'm sitting, wearable clothing to protect lone workers simply has to be one of them.
Want to know more? Why not join Venk and the Nanowear team and as well as the Field Service News team in La Jolla for field service medical in Feb 26th to 28th. Field Service News subscribers have an exclusive 25% discount for this event and if you are a field service practitioner then you may qualify for a complimentary industry subscription
Click here to apply for your subscription now and if you are successful a discount code will be sent to you via email within the hour!
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May 16, 2017 • Features • Future of FIeld Service • Paul Whitelam • wearables • ClickSoftware
Whether useful or not, hundreds of smartwatches, glasses, health trackers, and even smart jewelry have hit the market in the past several years.
Whether useful or not, hundreds of smartwatches, glasses, health trackers, and even smart jewelry have hit the market in the past several years.
There are connected lights that dim when a users peaks into their smartwatch. Motorcycle helmets with heads-up displays alerting riders they’re driving too fast. Temperature tracking pacifiers that alert parents to sudden changes.
There’s even a washing machine that turns on when a service dog barks at it. Woof, indeed.
But in service, wearables have been slow to catch on.
Opportunities for leveraging these devices to improve field service management outcomes most certainly exist.
In the following paragraphs, we uncover three ways wearables could improve service for organisations willing to make the technology investment.
Route Optimisation and Safety
Route optimisation, and improved route efficiency can both bolster service profits. Naturally, keeping techs safe on the road is also a no-brainer.
Wearables provide a path to improving both.
An array of mobile and wearable technology are making route mapping, hands-free communication, and field-based driving more efficient every year.
Organisations implementing connected car technology for optimised route mapping are currently realising major cost savings. For example, the UPS ORION route mapping overhaul has projected annual reductions of 100 million miles driven and fuel savings of 10 million gallons per year for the organisation. No small feat, if scaled correctly. But route optimization is just the first step.
If empowered with smartwatches, tech safety and route efficiency could be improved through handsfree communication and route updates delivered via these devices, in real time.
How?
Many service techs currently must field calls via smartphones while on the road (if it’s legal while driving in their state). This requires them to take one hand off the wheel, furthering distraction.
Many also get driving directions from this same device.
If equipped with smartwatches capable of delivering directions and calls via voice technology, techs could focus more attention on driving.
Real-Time Calls & Logging Service Details via Voiceactivated Wearables
An obvious reality in most service roles is the need to work with your hands. If a call comes in, or job details must be logged, the tech has to stop the work they are performing in order to take a call, or jot down some notes.
The tech simply speaks the service details into their notes, sends an email, or makes a call without ever moving away from the service task at hand.
This means common note-taking applications, text messages, email, or phone calls can be used via voice-activation.
The tech simply speaks the service details into their notes, sends an email, or makes a call without ever moving away from the service task at hand.
Giving Techs Access to Remote Knowledge While in the Field
High first-time fix rates and speedy service resolutions are essential to customer satisfaction and profit margins. But all too often, techs arrive to job sites with the wrong parts, a lack of knowledge about the customer service request, or face a service scenario they cannot resolve.
The bridge to better service is giving techs all the resources they need, in order to fix customer jobs on the first visit. Aberdeen reports that nearly 75% of best-in-class service organisations provide techs with access to remote experts while in the field.
Wearables could be the golden ticket to connecting field techs to remote experts.
How?
Wearable glasses technology allows field techs to stream live video feeds from service sites directly back to headquarters or an expert, in real-time. This means experts can guide techs through challenging scenarios, without needing to be on-site for every job. This opens up a world of possibilities for remote training, logging on-site service problems, and field worker safety.
Plus, Gartner predicts smart glasses could save the field service industry $1 billion per year. We couldn’t agree more.
For more news, trends, updates and advice, head to the ClickSoftware blog homepage https://www. clicksoftware.com/blog/
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Mar 28, 2017 • Features • 3D printing • Forrester • Future of FIeld Service • Juniper Research • KPIT • wearables • driverless cars • drones • gartner • Gary Brooks • IoT • Syncron
Gary Brooks, CMO, Syncron outlines some of the key technologies set to have a significant impact on field service in the not so distant future...
Gary Brooks, CMO, Syncron outlines some of the key technologies set to have a significant impact on field service in the not so distant future...
Regardless of industry, emerging technologies like autonomous vehicles, wearable devices, the Internet of Things (IoT), 3D printing and drones, will have a significant impact on how after-sales service, the service delivered after the initial sale of a product, is performed. For manufacturers of long lasting durable goods specifically, these new and evolving technologies will enable them to respond to the increasing demands of today’s consumers.
After-sales service is now one of the biggest opportunities for manufacturers to generate revenue, increase margins and improve customer loyalty. For field service repairs, emerging technology used correctly could become a huge source of competitive differentiation and improved service levels.
Below, I outline five emerging technologies and how manufacturers can use them to positively impact their field service organisations.
Driverless cars:
According to Juniper Research, by 2025 there will be 20 million driverless cars on roads around the world, with them becoming most popular in North America and Western Europe by 2021. For manufacturers, this emerging technology could be especially beneficial to field service. Driverless vehicles mean technicians can multitask – something that they can’t (or at least shouldn’t) do behind the wheel today.
The possibilities are endless – if a vehicle is not stocked with a needed service part, it could self-drive to a warehouse to retrieve it while the technician is working
Wearables:
Gartner anticipates smartglasses, like Google Glass, could impact the field service industry by $1 billion in 2017. The biggest impact wearables could make is in efficiency – if technicians can diagnose and fix problems more quickly without bringing in additional experts, both the cost savings and improved customer experiences could be monumental.
The augmented reality associated with smartglasses provides on-the-job training to technicians, and enables them to more easily repair goods, especially those they have less experience repairing. Additionally, the hands-free nature of smartglasses allows technicians to complete tasks without having to start and stop to read or view instructions. Video collaboration with remote experts could also add to efficiency.
While adoption of wearable technology has been slow due to the dependence on apps and services targeted to field service, companies like KPIT have already deployed smart glass technologies for field service specifically. As barriers to entry become lower, brands will be forced to adopt ‘smart’ devices to meet demanding customer expectations.
Internet of Things (IoT)
Forrester foresees IoT as a means to create more valuable customer interactions and improve the customer experience. And, this holds true for field service, which oftentimes serves as the ‘face’ of manufacturing brands.
The intertwined network of physical goods with sensors and software allows manufacturers to freely exchange data between the products they sell and their internal systems in place. This helps both the manufacturer and end-customer – products built with ‘smart parts’ can send a signal to both the manufacturer and customer to alert them a repair is needed and to schedule a service appointment soon. With the appropriate service parts management technology in place, the manufacturer proactively ensures the needed part is available and sends a technician to repair the product quickly, alleviating any downtime, and delivering the amazing experience customers expect.
3D Printing
3D printing has long been used in manufacturing to create part prototypes. Now, with the advances made to the technology, they can print parts in metal, which means 3D printing can be used to create actual replacement parts.
The impact 3D printing could have on parts inventory levels, warehouse needs and the logistics of moving parts from one location to another could be monumental.
Drones
Drones are becoming increasingly common for personal use. You’ll oftentimes see them at high school sporting events, outdoor concerts or being used for personal photography. For field service specifically, there are both immediate and long-term benefits of drone technology.
More immediately, drones can be used as a means of diagnosing issues on large-scale equipment like oil rigs. This means less risk for the field service technician, as drones can help them survey large or hard-to-reach areas without putting themselves in dangerous situations. Or, they can be used in warehouses to retrieve parts, making the process much more efficient.
In the future, drones could even be used to deliver a part in the field. If a technician is on-site making a repair but doesn’t have the necessary part, a drone could bring it to him or her, eliminating the need to make an additional service call.
These emerging technologies are beginning to impact businesses today, and manufacturers must consider adopting them to meet the needs of today’s customers, while simultaneously driving revenue. Soon, everyone will be able to say they’ve received exceptional customer service, as long as manufacturers embrace these new tools.
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Feb 11, 2016 • Features • Future of FIeld Service • wearables
Despite the hype that has surrounded wearable computing we’ve yet to see widespread adoption in either the consumer or business world. Yet there is plenty of potential for wearable technology in field service. However, we need to change the way we...
Despite the hype that has surrounded wearable computing we’ve yet to see widespread adoption in either the consumer or business world. Yet there is plenty of potential for wearable technology in field service. However, we need to change the way we see think about them argues Kris Oldland...
As far as recent technology trends go few have failed to live up to the hyperbole quite as much as wearable technology has done so far.
In 2013 Forbes magazine brashly claimed 2014 would be the year of the wearables. Then when 2014 came and went specialist mobile computing analysts CSS stated actually 2015 would be the year of the wearables.
Yet while the technology has evolved the fact remains that I’m still pretty much one of the only people I know to actually own a wearable device.
Even the ultimate technology-as-a-fashion statement brand Apple haven’t had anything close to the impact they were expected to have had.
Yet this is the consumer world, what about in the realm of industry? It’s no secret that Glass 2.0 is being geared towards the enterprise and in field service the application of such a device, which offers a completely hands free means of communication with the added bonus of the on-site engineer being able to provide a ‘see-what-i-see’ experience to a remote colleague, could potentially be truly ground-breaking.
Indeed Google shouldn’t wait too long to release a second iteration of Glass as there are plenty of other smart glasses manufacturers working with specialist developers such as Pristine IO who are already heavily engaged with the field service industry.
The fact is that smart glasses offer the opportunity for highly efficient remote assistance and often one of the biggest costs for a field service company is getting an experienced engineer half way across a continent to make that critically urgent fix for that key customer.
The use case for smart glasses in our industry is clear. The same cannot be said for smart watches however.
The use case for smart glasses in our industry is clear. The same cannot be said for smart watches however.
Whilst some FSM solution providers have created smart watch apps, for me the benefits are minimal. An engineer still needs to turn his hands to read an incoming notification, so the solution isn’t really hands free.
Also whilst some smart watches like the Samsung Gear2 are capable of voice calls many aren’t so again hands free communication is a bit of a stretch for most smart watches.
We to change our thinking around wearables and stop lumping smart watches and smart glasses together under the one blanket umbrella. The use cases for both are very different. One clearly has potential in field service, the other not so much.
And this is why we to change our thinking around wearables and stop lumping smart watches and smart glasses together under the one blanket umbrella. The use cases for both are very different. One clearly has potential in field service, the other not so much.
And of course wearables aren’t just limited to glasses and watches either. Certain smart clothing could certainly play a big role in lone worker protection. Heart monitoring vests or wearable cameras certainly would have potential in this area for example.
Indeed personally I’m a big believer in the use of wearable technology within our industry. However, we absolutely need to stop thinking about wearables as a broad technology and focus on the use cases for specific devices and how they could be a useful addition to our technicians tool-kit. Once companies start doing that, then I am sure we will see more use of wearable computing within the field service industry.
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Jan 14, 2016 • Features • lone worker protection • wearables • smart clothes • Smart Glasses • Technology
Editor-in-chief Kris Oldland hightlights three technologies that could help field service organisations enhance protection for employees working alone, reduce potential risk and fulfill duty-of-care responsibilites.
Editor-in-chief Kris Oldland hightlights three technologies that could help field service organisations enhance protection for employees working alone, reduce potential risk and fulfill duty-of-care responsibilites.
The field service worker is often required to work alone and for the field service organisation this presents a large number of challenges of its own. Legislation across countries varies in this respect but at the very least it is the employer's moral obligation to ensure that any of their employees including those in the field have suitable processes in place to help ensure their safety.
Fortunately, technology is proving an ever-reliable tool to help automate many of these processes and as the continuing trend of wearable technology continues to evolve so will the potential new tools for lone worker protection.
New developments are happening all the time in this exciting space but in this article lets take a look at three concepts I’ve come across recently that could genuinely offer additional lone worker protection.
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Smart Glasses
Whilst perhaps the most high profile brand of Smart Glasses, Google’s Glass project met an abrupt end to its well publicised beta program the fact remains that the Smart Glasses market whilst still embryonic remains vibrant.
However, whilst there is a consumer niche for the devices in areas such as extreme sports, many manufacturers and developers of smart glasses, including Google are turning their attention to the world of business as a target market and field services is an obvious core sector.
For the lone field worker the ability to receive notifications and instructions whilst keeping both hands free could be a vital health and safety feature, particularly for example for engineers working in high risk environments such as an electricity pylon or scaffolding etc.
Other benefits of Smart Glasses in field service are evident such as the opportunity for more skilled engineers to guide less qualified colleagues through a repair with a true ‘see-what-I-see’ viewpoint. However, it is the safety aspect that could perhaps be the biggest selling point for Smart Glasses when it comes to adoption by field service companies.
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Bio Sensor clothing
It might be the newest area of development for wearable technology, but Bio Sensor clothing is perhaps one of the most exciting when it comes to the protection of field service workers.
The health and fitness sector is already awash with wearable clothing designed to monitor biometric data ranging from wearable vests, socks and even false teeth. However, once again the applications for these wearables have a perfect place amongst field service engineers.Bio Sensor clothing is perhaps one of the most exciting when it comes to the protection of field service workers.
For example a vest that detects heart rate could be invaluable for the lone worker when they are behind the wheel.
One can’t help but think that the tragedy just under a year ago year when Harry Clarke fainted at the wheel ploughing his bin lorry into pedestrians in Glasgow city centre, killing six people. Had Clarke been wearing a bio-monitoring vest, perhaps even connected to an Bluetooth enabled engine cut-off mechanism, then perhaps this tragedy could have been avoided.
Due to the nature of their roles, field engineers are often alone behind the wheel and this is just one potential use of bio sensor clothing that could help not only protect them but also those they share the roads with.
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Wearable cameras
The potential for wearable cameras for helping secure lone workers is absolutely huge. London's Metropolitan Police force is utilising these devices - they are light enough to not impair the wearer in any way but are also capable of not only capturing and recording video but also of transmitting that data live via either a 3G or 4G signal.
What this means is that simply by triggering a panic button on their person should an engineer find them selves in trouble for whatever reason the team back in HQ can instantly log-in and see the situation in real-time. Also as the cameras are capable of utilising GPS, triggers could be put in place for the camera to send an alert and start streaming should an engineer leave an accepted area.
Such visibility into lone workers can prevent them becoming isolated in the event of any threat to their security and as such can also go a long way to helping ensure our lone workers are as safe as they possibly can be.
These are just three potential applications of wearable technology that can help protect our lone workers, but there are many more. As employers it is our duty to ensure that we embrace the emerging field of wearable technology in order to further enhance the safety of our lone workers in the field.
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Dec 11, 2015 • Features • Aerospace • context aware • mobile apps • wearables • ERP • IFS
In Part One of this feature, Brendan Viggers, head of product and sales support at IFS Aerospace & Defence Centre of Excellence, explained the potential of Wearables and Context Aware technology to transform various maintenance and servicing tasks in the Aerospace and Defence sector. In Part Two, he explains why Context Aware apps will be critical in delivering ROI and user satisfaction in wearables.
With device development enabling us to monitor activity in more detail, user context-awareness is being included in consumer devices to an ever-increasing degree. Imagine what could be achieved if technologies like cameras and the Kinect - a motion-sensing input device by Microsoft for the Xbox One video game console - were included in appliances and devices in your base maintenance facility or field location.
Recognising where people are and what they do will enable designers to create attentive applications that look at what is going on and react appropriately. For example, teleporting - sometimes called “follow- me” computing - is a tool available today to dynamically map the user interface onto the resources of the surrounding computer and communication facilities in office complexes.
Making applications more social and user friendly through context-aware wearable technology will surely be the way forward.
So What?
CCS Insight predict that there will be up to 100million smartphone companions such as smartwatches by 2017. Research from Business Insider Intelligence indicates the global wearables market will grow at an annual compound rate of 35 percent over the next five years.
The advance of wearable technology seems unstoppable, but it isn't a new revolution - witness the use of emergency buttons to call for help after a fall. Its deployment has simply taken off over the past few years. We all understand that wearable blood glucose, heart rate, blood pressure monitors can help people stay healthier for longer. In Aerospace and Defence, future wearable technology must be demonstrably useful - both needed and wanted. To be wanted, we have got to have valuable applications that will benefit wearables and be contextually aware - only then can we truly demonstrate a real return on investment that warrants change and adoption of the technology.
Empowerment and the future with wearables
The key to this is not so much wearables, but the context aware applications that are accessed by or loaded onto them. Making applications more social and user friendly through context-aware wearable technology will surely be the way forward. Mobile applications, as a front end to powerful enterprise platforms, can be developed and made context aware in very short order.
Our experience shows that it is possible to develop and deliver mobile applications specific to a user’s requirements often in weeks rather than the traditional ERP software application that takes months or even years to deploy. In the forward space these apps must be optimised with functionality for the engineer depending on the operational environment. Overloading an engineer with full IS solution functionality doesn't make sense.
Mobile apps offer a solution to the problem of gaining essential feedback of operational information without inundating the engineer - they must be task-specific, in a recognisable format, optimised for specific equipment, easy to customise and devoid of superfluous overhead. The ability to add operational data relating to flight, crew and vehicle in real-time adds real value to ERP.
IFS is currently deploying a range of mobile apps, the next step would be to port mobile apps on to a wearable device that is sufficiently context aware so automatically records when and where a fault is logged – saving valuable time by negating the need for the engineer to 'down tools' in order to log on to a laptop or handheld device to gain access to back-office information.
Innovative wearable technology has matured over the past decades from 'fall monitors' to truly interactive, context aware support tools. We can give operators direct support at their fingertips, in their ears or in front of their eyes, and also intimately understand the challenges they are facing. The development of hardware and sensors to 'socialise' the technology is about to take off, but these are really just delivery and input points for information that allows context-tailored applications to link users to powerful enterprise processes.
The immediate benefits of delivering powerful computer support directly to users, and capturing contextual information to improve enterprise-level knowledge offers exciting opportunities in the immediate future to streamline MRO activity and allow supply chains to get ahead of the game.
IFS is at the forefront of integrating innovative wearable and context aware technology with an agile Aerospace and Defence ERP application which streamlines support and, critically, reduces costly operational downtime. The result is aircraft spend more time in the air with maintenance support tailored to suit any environment, at any time.
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Dec 07, 2015 • Features • context aware • Forrester • future of field service • wearables • field service • IFS • Technology
The Aerospace and Defence sector has a deserved reputation for being early adopters of new technology solutions for servicing and maintenance. True to form, ground breaking developments in Wearables and Context Aware technology are expected to...
The Aerospace and Defence sector has a deserved reputation for being early adopters of new technology solutions for servicing and maintenance. True to form, ground breaking developments in Wearables and Context Aware technology are expected to streamline maintenance operations in the sector and empower the supply chain. In Part One of this two-part feature, Brendan Viggers, product and sales support at IFS Aerospace & Defence Centre of Excellence, explains the potential.
Aerospace and Defence support, whether that is maintenance, engineering, supply or transportation, is complicated by the challenges of distance from the home base, environmental and operating pressures, and even cultural constraints in deployed operating areas. Maintenance in the field is very different from at the depot or base.
Maintenance activity requires, as a basic minimum, the right information and technical support with the right functionality to support operations, so it is a no-brainer that this needs to be tailored for the environment where the maintenance is taking place. For many years vendors have deployed solutions forwards that are manifestly complex, full enterprise solutions on mobile devices.
But in-field maintenance bears little or no similarity to that back at base, the environment is unique and often extreme. Time pressure is often increased for field engineers who have to meet tight turn-round schedules, and have the right technical documentation and direction to hand, dependent on the task and time. In unique, and often restrictive, maintenance environments full enterprise solution functionality can become a hindrance to field engineers - tailored functionality for the specific environment is critical to meeting operational deadlines.
The need for tailored information and functionality
Speedy resolution of unusual problems can be massively enhanced if equipment and those in support can understand the multiple contexts the field engineer is encountering. These include 'user' context such as the user’s profile, location, people nearby, even the current social situation; 'physical' context such as lighting, noise levels, traffic conditions and temperature; and 'time' context such as time of a day, week, month, and season of the year at the deployed location; and finally an 'operational' context to monitor elements such as spare part availability and the maintenance task at hand.
The relationship between wearables and context aware applications is symbiotic.
Wearables can sense the user's physical environment much more completely than previously possible, and in many more situations. This makes them excellent platforms for applications where the computer is working even when you aren't giving explicit commands. Future developments will introduce increased use of solutions that will automatically tailor their presentation and operation through recognition of the maintenance environment it is in.
Context Aware and Wearables in action - Civil Aviation
In the base environment, there are opportunities for application of the technology across production, quality assurance, safety, warehousing and logistics - for example, wearables can increase worker agility. Supporting the location of faulty wires or equipment on a grounded aircraft, and notifying workers about hazards such as the presence of other activities being conducted on the aircraft, are areas that could be addressed right now. Boeing is currently experimenting with augmented reality for aircraft maintenance, a hands-free device instructs workers where to find a product in the inventory.
This could be extended to giving mechanics virtual 'sight' of components hidden behind other systems or structures relative to their personal location - allowing them to remove, fit or adjust a component that they cannot physically see.
The instant effect on maintenance repair and overhaul (MRO)
Wearables with augmented reality have the potential to automatically identify the spare part required by a field engineer. Information on the appearance, known context and maintenance task required can then be fed through to the engineer's wearable device negating the need to barcode scan or consult technology documents in difficult maintenance environments - such as a dark submarine bilge or the underbelly of an aircraft - where movement is limited. It also removes the requirement for the intimate support of a base supply chain and logistician. This comes with the added bonus of not having to trek kilometres across an airfield to access catalogues in a maintenance hangar or planning office.
With context aware and wearable technology cross-matching bar codes, stock or part numbers - or even better integrating with electronic technical documents - the engineer can ensure that the right item is demanded or fitted, with the benefit of reducing time consuming document and database searches that introduce a greater opportunity for error. Increased autonomy thanks to wearables and context aware computing means the maintenance engineer spends less time 'downing tools' to consult collateral material, improving overall MRO efficiency.
Expertise on demand
Wearables can also be used for maintenance, repairs and over-the-shoulder coaching for remote engineers. Cargo and maintenance personal from a major airline have trialled the use of an optical head-mounted display (OHMD) to help inspect aircraft on the tarmac. They capture video and photos and send them to a central office where technical safety professionals assess an aircraft’s condition.
IFS is working with XM Reality to bring forward a remote expert to assist in complex maintenance to broaden the capabilities of maintenance engineers on the ground - 'augmenting' flight-line workers' skills. IFS believes adding cognitive applications and voice-controlled intelligent agents similar to Siri to wearable devices would further augment such workers' skills, helping them identify and act on specific problems with more autonomy.
Look out for Part Two of this feature which takes a closer look at the role Context-Aware mobile apps will have in achieving wider deployment of wearables.
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Nov 18, 2015 • Features • wearable solar • Wearable technology • wearables • ClickSoftware • smart clothes • Technology
Fashion, smart clothes & the future of wearables: Uri Pintov, Product Line Director, ClickSoftware takes a look at the role Wearable Technology could play in field service.
Fashion, smart clothes & the future of wearables: Uri Pintov, Product Line Director, ClickSoftware takes a look at the role Wearable Technology could play in field service.
Picture this: A customer service representative is helping an irate customer on the phone and becoming flustered and frustrated. Rather than hearing about the incident after the interaction has escalated, customer service managers are able to step in and offer assistance because they have access to the rep’s vital signs and health signals.
Or, imagine one of your fleet drivers becoming tired and falling asleep at the wheel and a fleet manager having the ability to talk him through getting to a rest area safely, thanks to having access to his health signals. All of this, and more, is possible, thanks to wearable technology.
The Rise of Wearable Technology
Wearable technology is nothing new, but its applications to the enterprise and customer service are just now being realised in a major way. A 2013 study on wearable tech from the Centre for Creative and Social Technology at Goldsmiths, University of London, showed that about 33% of U.S. and U.K. adults found that wearable tech had helped their career development. Other research from Human Cloud at Work showed that wearable tech increases job satisfaction by 3.5% and boosts employee productivity by 8.5%.
Wearable tech increases job satisfaction by 3.5% and boosts employee productivity by 8.5%.
Wearable technology adoption will increase as people and companies see the benefits of it, including how it improves an individual’s life or a company’s performance. Nigel Beighton, UK CTO of Rackspace, sees the need for individuals and businesses to analyse the data from wearable technology “and understand the wider context surrounding the data, such as the weather location, posture, even temperature and mood of the individual. By focusing on the data as well as the devices, wearable technologies can provide meaningful insights that can be used to improve performance and satisfaction. Essentially wearable tech and big data go hand-in-hand.”
Smart Clothes as a Tool for Business
Using smart clothing to track employees’ vital signs and health signals is a reality now. According to Wearable Technologies, 2015 is a “banner year” for the emerging smartwatch and smart clothes market. One of the most important features of smart clothes and smartwatches is their health related sensors and monitors that rack vital signs. Smart clothes provide real-time feedback of the wearers’ vitals and health and connect to apps to deliver the information to smartphones and computers. Most smart clothes can monitor heart rate, breathing rate, sleeping patterns, calories burned, intensity of activity, temperature, and heart beat.
While most of the smart clothes are in the health and fitness market today, they are starting to be available for the healthcare industry for hospitals and personal care facilities and for businesses that want to monitor their employees.
Smart Clothes and the Mobile Workforce
More companies and organisations are going mobile, and there are more field workers and independent contractors than ever before relying on mobile devices and mobile apps. According to a CIO article, a recent Apperian survey of organisations found that more than 70% of respondents plan to equip more than 1,000 users with mobile apps and 1/3 are deploying mobile apps to more than 5,000 users in the next two years.
Designers are creating clothing and accessories that power and accommodate handheld devices.
own device (BYOD) policies, it becomes crucial for the mobile workforce to be able to charge their devices quickly and easily while on the go.
Wearable technology and smart clothes are solving this problem, as designers are becoming inspired by flexible solar panels and are creating clothing and accessories that power and accommodate handheld devices. We have found a few designers who are creating everything from shirts, to jeans, to ski jackets, to winter gloves that could make being part of a mobile workforce easier than ever before.
Wearable Solar – Dutch fashion designer Pauline van Dongen is designing lightweight wired garments that include solar panels so the wearer can charge a smartphone. Her designs charge smartphones up to 50% when worn in the sun for an hour. She collaborated with Christiaan Holland from the HAN University of Applied Sciences and
solar energy expert Gert Jan Jongerden on the Wearable Solar project, to integrate photovoltaic technology into the clothing.
WTFJeans – One company that accommodates smartphone users is WTFJeans. With smartpockets that give wearers easy access to their smartphones and clean the phone screens, WTFJeans also include EMF shields to reflect cell phone radiation.
Zegna Solar Ski Jacket - Clothier Ermenegildo Zegna teamed with Interactive Wear to create “the world’s first ski jacket powered by solar energy.” The jacket has solar cells embedded in its collar to convert sunlight into renewable power that wearers can use to fully charge their smart phone, iPod, or other mobile device. The collar is
removable so that it can be used as a power source even when you’re not out in the elements.
Agloves – It is nearly impossible to use smartphones and tablets when wearing gloves, since typical gloves are not compatible with the touch screens on mobile devices. Agloves offer a variety of gloves, including the Grip Touch,
Sport, and Natural, that are constructed with real silver for warmth and high conductivity, so that all ten fingers are conductive for use with any touchscreen device.
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