CASE STUDY / COGAS - ENERGY PROVIDERS AND UTILITY CONTRACTORS
DYNAMIC FIELD SCHEDULING EMPOWERS THE LINK BETWEEN ENERGY SUPPLIERS AND CUSTOMERS
Cogas is a regional utilities network operator responsible for developing, constructing, managing, and maintaining gas and electricity networks. 60 field operatives ensure the transport of energy to nearly 140,000 customers, playing a crucial role in linking domestic and business customers with energy suppliers.
The results:
- 20% efficiency improvement, with stability across planning processes, and accurate travel times
- Real-time response management for enhanced ability to meet SLAs
- Intelligent job allocation ensures the right skilled technician for the right job
- Faster response times for increased safety and improved customer satisfaction
- Optimised job-type management for efficient administration of completed orders
How Cogas has achieved success:
The challenges:
- No real-time insight into field activities, creating long resolution times for SLA-based tasks
- Limited availability of planning data including re-keying for both cyclical and responsive work orders
- Planning of periodic inspections relying on planners' knowledge with increasing retention risks
- Complex workloads including manual route planning resulting in high travel times
- High mileage leading to fleet wear-and-tear with no ability to measure CO2 emissions
THE COMPANY:
PLANNING A PROJECT TO INTRODUCE AUTOMATION AND IMPROVE SAFETY
Cogas is a regional utilities network operator responsible for developing, constructing, managing, and maintaining energy networks; playing a crucial role in linking domestic and business customers with their energy suppliers. This makes Cogas responsible for the safe and reliable transport of electricity and gas to almost 140,000 customers.
Cogas is a growing utilities organisation and in the past 3 years has attracted over 3,000 green energy customers from competitors. They view their activities as having "a great social interest" and the organisation works hard to fulfil their tasks with maximum openness and transparency. This includes ongoing projects to increase affordability and sustainability. Safety for customers and field service operatives is a core value across these improvement projects.
Like many utility service providers, Cogas faces a complex scheduling challenge. Managing a mix of long-cycle and short-cycle assignments—some spanning multiple days and requiring coordination between several field operatives, others needing immediate response times—creates significant difficulties. Previously, the company relied on an asset maintenance system for planning. This system lacked the necessary dynamic flexibility to handle diverse job types, particularly emergency response.
To address these challenges, Cogas sought an intelligent scheduling solution for 60 field operatives that could optimise efficiency, enhance response times, and support automatic job allocation, in real time.
Cogas is a growing utilities organisation and in the past 3 years has attracted over 3,000 green energy customers from competitors. They view their activities as having "a great social interest" and the organisation works hard to fulfil their tasks with maximum openness and transparency. This includes ongoing projects to increase affordability and sustainability. Safety for customers and field service operatives is a core value across these improvement projects.
Like many utility service providers, Cogas faces a complex scheduling challenge. Managing a mix of long-cycle and short-cycle assignments—some spanning multiple days and requiring coordination between several field operatives, others needing immediate response times—creates significant difficulties. Previously, the company relied on an asset maintenance system for planning. This system lacked the necessary dynamic flexibility to handle diverse job types, particularly emergency response.
To address these challenges, Cogas sought an intelligent scheduling solution for 60 field operatives that could optimise efficiency, enhance response times, and support automatic job allocation, in real time.
THE PROJECT:
IN-DAY RESPONSE WHILST ENSURING CYCLICAL WORK IS COMPLETED
The processes at Cogas around Maintenance & Management, Projects and Services are largely identical to many other service organisations in the utility industry; namely a combination of cyclical assignments. Planning assignments over multiple days and for multiple field operatives was already a daily challenge in itself. With incoming emergency response assignments (where the response times can be within 1 hour), the challenge to maintain an efficient field service operation becomes even greater.
Cogas sought a field service planning tool with an integrated field service app that would improve productivity and efficiency whilst balancing job types and durations.
Within the outcomes required were shortened response times and resolution times of the various (SLA) assignments. Their exisiting workflow meant manual actions were required to ensure that an incoming ad-hoc order is ultimately picked up by the right employee and begun within the agreed time. It was also essential for the head office and internal service employees to share access to a real-time display of field activities. It was important for field operatives to experience new transparency, including all of the information they need to carry out the work, to provide the correct timings in feedback (to record response and resolution times, but also to inform the planning department in the event of overdue work), and the option to create a follow-up order on site without the intervention of a planner.
Cogas sought a field service planning tool with an integrated field service app that would improve productivity and efficiency whilst balancing job types and durations.
Within the outcomes required were shortened response times and resolution times of the various (SLA) assignments. Their exisiting workflow meant manual actions were required to ensure that an incoming ad-hoc order is ultimately picked up by the right employee and begun within the agreed time. It was also essential for the head office and internal service employees to share access to a real-time display of field activities. It was important for field operatives to experience new transparency, including all of the information they need to carry out the work, to provide the correct timings in feedback (to record response and resolution times, but also to inform the planning department in the event of overdue work), and the option to create a follow-up order on site without the intervention of a planner.
"We expected a new solution to be able to make a considerable efficiency improvement."
Ivo Schreven, Team Leader Maintenance & Gas Management, CogasTHE SELECTION:
THE LEADING FIELD PLANNING ALGORITHM
Consequently, the search for a professional and scalable solution began in early 2016.
The process saw requirements and specifications presented to a shortlist of scheduling providers. The project team, consisting of employees from various levels within Cogas, were unanimous in their assessment of the choice of FLS - FAST LEAN SMART and its scheduling and route planning solution FLS VISITOUR, supplemented by the field service app FLS MOBILE, for a live connection between the mobile workforce and the head office.
Not only was the FLS solution package overall convincing, but also the case studies and reference calls, says Training Coordinator Arnold van Brouwershaven; "In the selection process, FLS stood head and shoulders above the competition. This was particularly evident in the correct response to the RFP, the out-of-the-box options of the software and the rapid response from FLS Consultants to our outstanding queries. Especially evident was the extent to which the software supports all processes as standard and the simple user interface. We were impressed the experiences gained with the software during our customer reference visits."
The process saw requirements and specifications presented to a shortlist of scheduling providers. The project team, consisting of employees from various levels within Cogas, were unanimous in their assessment of the choice of FLS - FAST LEAN SMART and its scheduling and route planning solution FLS VISITOUR, supplemented by the field service app FLS MOBILE, for a live connection between the mobile workforce and the head office.
Not only was the FLS solution package overall convincing, but also the case studies and reference calls, says Training Coordinator Arnold van Brouwershaven; "In the selection process, FLS stood head and shoulders above the competition. This was particularly evident in the correct response to the RFP, the out-of-the-box options of the software and the rapid response from FLS Consultants to our outstanding queries. Especially evident was the extent to which the software supports all processes as standard and the simple user interface. We were impressed the experiences gained with the software during our customer reference visits."
"The FLS VISITOUR and FLS MOBILE solutions met all of the functionality we requested: As standard."
Ivo Schreven, Team Leader Maintenance & Gas Management, CogasThe solution for route planning and dynamic optimisation in field service
Dynamic planning software FLS VISITOUR calculates the optimal planning for the day within seconds. You save an enormous amount of time and create error-free, highly efficient tours.
The difference: You can re-optimise tours at any time during the day at the push of a button if something changes. This means that even the most dynamic field service operation is no longer a problem. - Discover your potential now:
The difference: You can re-optimise tours at any time during the day at the push of a button if something changes. This means that even the most dynamic field service operation is no longer a problem. - Discover your potential now:
Realise your potential with FLS.
The core of the solution is the configurable PowerOpt algorithm that makes it easy to choose the right balance within the 'Field Service Dilemma' of employee satisfaction, customer experience, and lean processes.
The PowerOpt algorithm within the scheduling application has been specifically developed for organisations that face dynamic challenges in their work during the operational day. The domino effect ensures that the potential for productivity and resource capacity is fully and continuously engaged by fully utilising the distributed capacity within the specified restrictions. The integration of the PowerOpt algorithm between the asset management system, the scheduling application FLS VISITOUR and FLS MOBILE creates more cohesion. Feedback of the remaining working hours from the field continuously ensures optimisation of the assignments still to be carried out. The cascading effect of the application immediately ensures a redistribution of the available capacity among the planned employees, allowing ad-hoc assignments, SLAs and general maintenance assignments to be carried out that day.
"We have come to know FLS as a professional partner who can communicate within multiple layers of our organisation and who can quickly offer or propose a solution for requests as our business grows."
Gerald de Haan, Managing Director, CogasFLS MOBILE is a versatile field service application designed to enhance on-site efficiency and customer satisfaction. Serving as a digital companion, it eliminates paperwork by facilitating seamless communication between field operatives and office staff, enabling swift and efficient order handling.
A key feature of FLS MOBILE is its integration with FLS VISITOUR, allowing for dynamic scheduling and real-time route optimisation. This integration ensures that field staff receive up-to-date information, enabling them to respond promptly to changes and ad-hoc requests, thereby improving service productivity.
The app supports various mobile devices and operating systems, offering flexibility in hardware investments. It also provides offline functionality, ensuring that Cogas' field operatives can access and update information even in areas with limited internet connectivity.
By digitising service processes and workflows, FLS MOBILE enhances communication between planners, dispatchers, field service teams, and customers. This leads to increased efficiency, higher first-time fix rates, and improved punctuality through predictive analytics.
Cogas began their journey with their integrated app using a template specifically designed for utility companies. They then configured their app to streamline their unique field service workflows whilst relying on built-in real-time data access and efficient communication tools. This has resulted in cost savings and elevated customer satisfaction. An additional advantage is that field operatives do not have to power up their laptops as often to update the asset maintenance system. This is completed on their tablets within FLS MOBILE.
FLS MOBILE is packed with features designed to optimise field service operations. It offers GPS tracking, digital forms, electronic signatures, and photo documentation, improving overall service quality.
By digitising service processes and workflows, FLS MOBILE enhances communication between planners, dispatchers, field service teams, and customers. This leads to increased efficiency, higher first-time fix rates, and improved punctuality through predictive analytics.
Cogas began their journey with their integrated app using a template specifically designed for utility companies. They then configured their app to streamline their unique field service workflows whilst relying on built-in real-time data access and efficient communication tools. This has resulted in cost savings and elevated customer satisfaction. An additional advantage is that field operatives do not have to power up their laptops as often to update the asset maintenance system. This is completed on their tablets within FLS MOBILE.
FLS MOBILE is packed with features designed to optimise field service operations. It offers GPS tracking, digital forms, electronic signatures, and photo documentation, improving overall service quality.
"It was the right decision to implement FLS VISITOUR and FLS MOBILE. This software has enabled us to achieve a 20% efficiency improvement. Additionally, we now have better oversight, a more stable planning process, and more predictable travel times, among other benefits."
Arnold van Brouwershaven, Training Coordinator, CogasNow approaching 10 years' use of FLS VISITOUR and FLS MOBILE, Cogas' Senior Process Specialist and Functional Administrator Tim Grimberg describes the organisational changes that real-time optimisation has supported:
"FLS VISITOUR performs well. It is very stable and the support is very good. Faster arrival on site is a significant advantage as new SLAs are determined and programmed in; an example being 'new media connections' that must be completed within four days.
For this, our job types and skills have been restructured. We have also changed our job closure options, with each job type now reflecting a limited number of closing types for improved reporting. This transparency in turn, further reduces the risks of fines."
The results at a glance:
- SLAs and performance indicators, such as outage duration, are actively monitored to ensure efficiency.
- Maintenance inspections for gas and electricity are now well-managed, adhering to a six-month cycle.
- Faster response times have led to improved customer satisfaction and increased safety.
- Skill-based job assignments prevent costly mistakes by ensuring only qualified technicians are dispatched.
WHERE IS YOUR OPTIMISATION POTENTIAL?
DISCOVER IT WITH FLS – FAST LEAN SMART
You too can make your field service management more efficient with FLS. With our solutions, our customers achieve optimisation results such as an average reduction of 20% in field service costs.
Choose the best way for you to get to know us:
Choose the best way for you to get to know us:
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DISCOVER THE FULL POTENTIAL OF DYNAMIC SOFTWARE FOR YOUR BUSINESS
Arrange an appointment to get to know our software - as a demo version or, if you wish, with your data.
Experience the unsurpassed performance of our PowerOpt algorithm live. We will show you how to optimise your field force and services, and realise cost savings of up to 50% in a short time.
Experience the unsurpassed performance of our PowerOpt algorithm live. We will show you how to optimise your field force and services, and realise cost savings of up to 50% in a short time.