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Urban Utility Field Service Management

Introduction

This project represents a groundbreaking software solution designed to streamline and optimize the operations of urban electricity providers. The platform was conceived and developed by Veido, to address a key challenge faced by electricity providers: the need for an efficient, reliable, and flexible on-demand workforce to secure worksites in advance and perform essential tasks. The platform’s unique suite of software products, including platforms for electricity company representatives, on-demand workers, supervisors, and a routing platform, has transformed the way electricity providers manage their workforce and operations.

Research and Planning

Understanding the Landscape: From Concept to Execution

The development of this platform began with an in-depth research and planning phase. Veido’s team delved into the heart of urban electricity providers’ operations, studying their unique needs and challenges in detail. The team also studied the workflows and requirements of the on-demand workers and supervisors who would be using the software.

Key insights from the research phase included:

  • The need for a system that could efficiently manage the scheduling and assignment of on-demand workers to various worksites.
  • The importance of real-time updates and communication between electricity company representatives, workers, and supervisors.
  • The necessity for a routing platform to optimize the movement of supervisors across different worksites based on priority.

These insights informed the planning and development of the platform’s software architecture and its suite of products. The planning phase also included the development of a robust backend architecture to support the various components of the software and allow for future functionality expansion.

Software Architecture

Crafting a Robust, Scalable, and Dynamic Software Infrastructure

The software architecture for this project was one of the most complex tasks, given the need to support various requests, worker types, worksite control, and support functionality expansion as the service continues to grow. The architecture was designed to be robust and scalable, capable of handling the dynamic needs of the platform’s user base and the evolving requirements of the urban electricity provider’s operations.

Key aspects of the software architecture included:

  • Dynamic Workforce Management: The architecture was designed to efficiently manage the scheduling and assignment of on-demand workers to various worksites. This required the development of a flexible and responsive system that could adapt to changing schedules and worksite requirements.
  • Real-Time Updates and Communication: The architecture incorporated real-time updates and communication capabilities to ensure seamless coordination between electricity company representatives, workers, and supervisors. This was crucial for maintaining operational efficiency and ensuring the timely completion of tasks.
  • Worker & Supervisor Apps: The project included the development of mobile applications for workers and supervisors. These apps were designed to facilitate check-ins at worksites, provide updates on progress, and enable supervisors to oversee work performance and safety standards at various sites.
  • Robust Service Management Web Platform: The architecture also encompassed a comprehensive web platform for company representatives. This platform allowed for dynamic workforce planning, worksite control, and real-time monitoring of work performance.
  • Routing Platform: The software suite included a routing system to optimize the movement of supervisors across different worksites based on priority. This required the development of a sophisticated routing algorithm that could dynamically adjust to changing worksite priorities and supervisor availability.
  • Billing Platform: The architecture also included a billing platform that monitored every worker’s hours, controlled timesheets, and processed thousands of hours daily for smooth billing processes. This required the development of a robust and reliable system that could handle large volumes of data and ensure accurate and timely billing.

The software architecture was the foundation upon which the platform’s suite of products was built. Each product was designed with a specific user group in mind, ensuring that the platform would meet the needs of all stakeholders involved in the electricity provider’s operations. The planning phase also included the development of a robust backend architecture to support the various components of the software and allow for future functionality expansion.

Service Delivery Control Platform

The development of the platform for the electricity company representatives was a crucial part of this project. The platform was designed to facilitate the scheduling of worksites and the monitoring of their progress. It was built to be intuitive and user-friendly, allowing the representatives to easily plan and manage the dynamic workforce at various worksites.

The platform was developed with a focus on:

  • Dynamic Workforce Scheduling: The platform was designed to allow the electricity company representatives to schedule the on-demand workforce at various worksites. This feature was crucial in ensuring that the worksites were secured three days in advance, allowing the electricity company crew to perform necessary repairs and work.
  • Worksite Progress Monitoring: The platform was equipped with features that allowed the representatives to monitor the progress at the worksites. This ensured that the work was being performed as planned and allowed for any necessary adjustments to be made in real time.

Worker App

The worker app was another key component of this project. The app was designed to support the workers in being routed to their worksites, checking in, uploading pictures, and providing updates. The app was developed to be simple yet functional, ensuring that the workers could easily navigate and use it.

Key features of the worker app included:

  • Worksite Routing: The app was equipped with features that allowed the workers to be routed to their worksites. This ensured that the workers could easily find their assigned worksites and perform their tasks efficiently.
  • Progress Updates: The app allowed the workers to check in at the worksites and update the system on their progress. This feature was crucial in keeping the electricity company representatives informed about the progress at the worksites.

Supervisor App

The supervisor app was developed to support the supervisors in viewing and controlling the workers, confirming timesheets, and performing other tasks. The app was designed to be user-friendly and efficient, allowing the supervisors to easily manage their tasks and ensure that the work was being performed as per the standards.

Key features of the supervisor app included:

  • Worker Management: The app allowed the supervisors to view and control the workers. This feature was crucial in ensuring that the workers were performing their tasks as planned and that any necessary adjustments could be made in real time.
  • Timesheet Confirmation: The app was equipped with features that allowed the supervisors to confirm the timesheets. This ensured that the billing process could proceed smoothly and accurately.

Routing Platform

The development of the routing platform was a key aspect of this project. The platform was designed to plan the supervisors’ days and prioritize different worksites. It was built to be dynamic and efficient, ensuring that the supervisors could easily navigate their tasks and manage their time effectively.

Key features of the routing platform included:

  • Worksite Prioritization: The platform was designed to prioritize different worksites based on their importance. This feature was crucial in ensuring that the most important worksites were attended to first, ensuring efficient use of resources and time.
  • Dynamic Day Planning: The platform was equipped with features that allowed the supervisors’ days to be planned dynamically. This ensured that the supervisors could efficiently manage their tasks and time.

Billing Platform

The development of the billing platform was another crucial part of this project. The platform was designed to monitor workers’ hours, control timesheets, and handle the processing of thousands of hours daily for the smooth billing process. It was built to be robust and efficient, ensuring that the billing process could proceed smoothly and accurately.

Key features of the billing platform included:

  • Worker Hour Monitoring: The platform was equipped with features that allowed the workers’ hours to be monitored. This ensured that the workers were accurately compensated for their work and that the billing process could proceed smoothly.
  • Timesheet Control: The platform was designed to control timesheets, ensuring that they were accurate and up-to-date. This feature was crucial in ensuring that the billing process could proceed smoothly and accurately.
  • Efficient Processing: The platform was built to handle the processing of thousands of hours daily. This ensured that the billing process could proceed smoothly and efficiently, even with the large volume of hours being processed.

Implementation

The implementation of the new software was a significant undertaking. It required careful planning and execution to ensure a smooth launch and minimal disruption to the electricity company’s operations.

  • Planning: We created a detailed implementation strategy roadmap in advance, outlining our integration strategy and detailing how this would affect each team. This plan was shared with the entire company, serving as a single reference point for everyone involved.
  • Training: We leveraged the power of a digital adoption solution to bring support to employees where and when they needed it most—in the app itself. This approach shifted from a reactive model of processing support requests to a proactive model of arming employees with the right guidance at the outset.
  • Implementation: We started small, gradually integrating the new system with the old. This approach helped prevent teams from getting siloed and chaos ensuing. We factored in some breathing space into our roadmap, giving everyone a chance to get used to the new way of operating.

Conclusion

The project was a resounding success, enabling our client to expand into a new sector of service. The software was built to be launched and worked from day one, and its success was at the core of the initiative’s success. The implementation is ongoing and is still being maintained and improved. The feedback from the electricity provider, workers, and supervisors has been overwhelmingly positive, underscoring the effectiveness of our approach and the quality of the software we developed.

The software has revolutionized the way the electricity company operates, providing a dynamic platform for scheduling workers, controlling work performance, and monitoring progress. It has also significantly improved the work experience for the workers and supervisors, making their tasks easier and more efficient. The billing platform has streamlined the billing process, ensuring accuracy and efficiency in processing thousands of hours daily.

In conclusion, this project has demonstrated the power of innovative software solutions in transforming business operations and enhancing service delivery. As we continue to maintain and improve the software, we look forward to seeing how it will further revolutionize the operations of urban electricity providers and beyond.

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