Staff scheduling to boost service

E.on UK system increases efficiency of 1,300 field engineers

E.on UK has implemented a service management scheduling system to increase the efficiency of its 1,300 field engineers.

The gas and electricity firm wants the system to make its consumer service delivery more responsive to customers’ needs, says head of energy information services Rich Williams.

‘This system gives us a scheduling information capability that can be scaled across our very large field force,’ he said.

‘It gives the engineers flexibility, so they can take things a job or a day at a time, which allows them a little bit of control over their own work plan.’

The system from supplier @Road allows E.on UK to optimise the schedule by calculating the time it will take for an engineer to move between jobs, says Williams.

‘It can also ensure that an engineer who has already worked at a location is sent for the second visit, giving a sense of continuity,’ he said.

‘And it can group engineers by skills, so on a complex job they turn up in the right order.’

Field service management systems have the potential to deliver excellent returns on investment, says Gartner analyst Brad Williams. ‘Some utilities are seeing full payback in less than two years,’ he said.

Field service

• E.on UK is to improve scheduling of 1,300 field engineers.
• A new system will help to improve customer service at the energy company.

What do you think? Email us at: [email protected]