To some extent it was business as usual within the Utilities sector through lockdown. Designated by the Government as key workers, it was vital that the industry was able to continue the delivery of its services, carrying out essential repairs and maintenance work to ensure the supply chain was uninterrupted.
Whilst the industry’s workers were unable to enter customer’s homes during lockdown to carry out routine work, emergency repairs did continue with workers wearing appropriate PPE. Thousands of field workers continued to carry out essential maintenance and repair work to networks and as such they were some of the first having to contend with operating in the ‘new normal’ and adhering to new Health & Safety practices in order to continue their service delivery in a COVID-19 compliant way.
Turning to technology for support
Our Utilities clients have used Oneserve’s self-serve job management software to help them easily adapt and document their job processes to ensure compliant working out in the field. They are achieving this through the following three key areas:
- Advanced risk assessments
In-line with the government’s guidance on working safely during coronavirus, our clients have turned to Oneserve’s technology to help them effectively document the health and safety measures they have put in place. For many, this has included creating bespoke risk assessments added to all jobs for compulsory completion before their field operatives start work. Completed using the Oneserve Mobile App, the risk assessment is then automatically saved against the job so that it can be easily downloaded as evidence at a later date if required. The simplicity of this process means that our client-partners can ensure health and safety standards are maintained for workers operating in the field for every job, and are instantly recorded and evidenced.
- Improving efficiency gains
The impact of Coronavirus has left many companies in the industry with a backlog of routine work needing to take place within customers’ homes. Maximising productivity has therefore become more important than it has ever been before. Oneserve’s job management software includes an intelligent scheduling tool that enables the scheduling team to quickly book appointments which automatically take the job location and required skills into consideration. This means that our client-partners are able to not only rebook jobs effectively, but they can also see a dashboard of all scheduled work. This clear view makes managing any appointment backlogs far easier.
Due to Oneserve’s easy to use interface, our Utilities clients are also able to create new processes, or alter existing steps within their current service delivery process themselves. The speed in which they can do this enables them to be highly adaptable in meeting the new needs and expectations that COVID-19 presents.
Using Oneserve, all field operatives complete their jobs using the same chronological order. This not only helps to maintain standards, it also makes it easy to monitor processes, highlighting which changes are effective and which exude inefficiency. If inefficiencies are identified, the software can be amended straightaway to further improve efficiencies.
- Increasing communications with end users
This is an unsettling time and operating within people’s homes adds a new dimension of risk to customers and the Utilities workforce alike. As well as ramping up communications to alleviate customers’ concerns, our clients are also expanding their understanding of their customers requirements during the pandemic. For example, are they considered vulnerable or do current circumstances mean they are now struggling to pay their bill? Some Oneserve clients have created surveys, the results of which are recorded against each individual to provide a clear picture of their added responsibilities during these times. At the point a job is scheduled at a customer’s home, Oneserve automatically sends appointment confirmation details to the customer by letter, email or SMS. This confirmation helps to reassure and also acts as a reminder to increase first time fix rates.
Overarching the points above, our client-partners have told us that it is the adaptability of Oneserve that has proven to be most valuable to them during this crisis. In some cases, clients have reevaluated their service delivery, stripping their processes back and rebuilding the steps to accommodate the different working practices. When this is all done within one, highly visible system, it provides the foundations needed to give everyone the confidence that jobs are completed in the safest and most efficient manner possible.
As Utilities companies continue to deliver their services alongside COVID-19, adopting a job management system like Oneserve can really help to maximise efficiencies in network repair and maintenance job processes whilst also offering the added peace of mind that they have the necessary tools to support and document their COVID-19 compliant working practices.
To find out more about how Oneserve’s job management software can support you in navigating the ‘new normal’ please contact our team of friendly advisers who will be happy to answer any initial questions you may have. If you’re ready to see our job management software in action, please request a demo today.