Over 75% of utilities involved in new CIS are integratin

1
Integrating Wireless TechnologiesSeptember 12,
2002

• Equitable Resources
• Carl M. Rizzo, CIO

2
Agenda

• How Does The Web Fit In?
• Brief Review Of Wireless Technology
• Possible Pitfalls
• Application At Equitable
• Future

3
e-Business Overview
Internet users projected to be 350 million on
line by 2005
Source NUA.com
4
e-Business Overview
Consumer Demographics
Source NUA.com Georgia Institute of Technology
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(No Transcript)
6
Energy Industry Snapshot

• Utility Priorities
• 1. Client Information Systems 27
• 2. Work Management Systems 15
• 3. Client/Server Initiatives 15
• Over 75 of utilities involved in new CIS are
  integrating with AMR installations
• 52 moving to client server based systems

Source Dataquest March 1999, Gartner Group
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Wireless Technology Overview

• Communication Methods
• Low band radio 1200-2400 baud
• High band digital radio 9600 baud
• Cell phone dial-up 14.4k baud
• Mobile IP/GPS 19.2k-33.6k baud

8
Wireless Coverage
Courtesy of Verizon Wireless
9
Wireless Technology Overview

• Hardware Devices
• Specialized Proprietary Devices (Hammerhead)
• Hardened Laptops
• PDAs

10
Communication Devices
11
Wireless Technology Overview

• Specialized Software
• Automated Dispatch
• Dynamic Work Order Allocation
• Communication Enhancement

12
Possible Pitfalls

• Coverage Area
• Limits of Mobile Devices
• Network Integration
• Not Enough Business Re-engineering
• Executive Level Support
• Well Defined Phased-in Approach
• Learning Curve of the Users

13

• Mobile Data Project

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Mobile Datas Goal

• ELIMINATE THE NEED FOR
• Creating
• Completing
• Handling
• Processing
• OF ALL PAPER WORKORDERS!

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Work Order Process Flow
Customer Service
Dispatcher
Dispatch
Dispatch
Cust
Serv
Documents
Dispatcher
Retains Copy of
Generates
Results On Work
Updates
CIS

the Work Order
Work Order
Order
files Work Order
Runs Batch Job
Dispatch Sorts
Prints Bursts
Separates
Sends To
Work Orders
Dispatch
Field
Clerk Sorts
Copy of the
Team Leader
Serviceman
Mails Completed
Work Order
Assigns Work
Completes
Mailed to
Work Order to
Order
Work
Region
Keypunch
Keypunch
Keypunch Enters
Accepted
Rejected
Work
Order Data
Into
CIS
Work Orders
Customer Service
Customer
Filed and
Service Audit
Stored

• From creation to completion a maximum of 18
  people handled the service order
• It took an average of 5 days to enter a customer
  into billing

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Revised Work Order Process Flow
Customer Service
Field
Service Man
Cust
Serv
Completes Order
Team Leader
Generates
and
Assigns Order
Work Order
Enters Into
CIS
Rejects
Customer
Customer Service
Service Audit

• From creation to completion a maximum of 4 people
  are involved in the processing of the order
• The customer is entered into billing the same day
  the service order is completed

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Customer Service
Dispatch
Dispatcher
Cust
Serv
Dispatch Retains
Documents
Dispatcher Updates
Generates
Copy of the Work
Results On Work
CIS
files Work
Work Order
Order
Order
Order
Original Work Order Process Flow
Dispatch Sorts
Runs Batch Job
Separates Work
Prints Bursts
Orders
Sends To Dispatch
Field
Clerk Sorts
Copy of the Work
Team Leader
Serviceman
Mails Completed
Order Mailed to
Assigns Work
Completes Work
Work Order to
Region
Order
Keypunch
Keypunch
Rejected
Accepted
Keypunch Enters
Work
OrderData
Into
CIS
Work Orders Filed
Customer
and Stored
Service Audit
Customer Service
Customer Service
Field
Service Man
Revised Work Order Process Flow
Cust
Serv
Completes Order
Team Leader
Generates
and
Assigns Order
Work Order
Enters Into
CIS
Rejects
Customer
Customer Service
Service Audit
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Other Applications Being Used

• Email
• Mapping
• Street Atlas
• Office Automation
• Next Phase
• Leak Management System
• GPS

19
Utility Mobile Solution
Utility
GPS info sent to vehicle
Mapping

Router

Cell Towers
Work Order
Public Carrier Frame Relay
eMail

20
Future

• Bluetooth
• Mobile Workgroups
• Communication With the Customer Directly
• Inconceivable Number of New Products and Services