ABSTRACT
Several utilities have implemented some type of mobile computing application. Their managers realize that field operations are vital to system reliability, customer satisfaction, cost of service, and competitive position. Operations personnel understand problems with out-of-date records, voice/paper dispatching, and facilities management. However initial mobile applications and technologies appear to have had limited success in widespread deployment. A new generation of mobile computing systems promises solutions. In this article, we summarize the characteristics of field information systems that you might want to consider before moving ahead.
INTRODUCTION: USERS AND APPLICATIONS
Last month’s Electric Energy article, Overview of Field Information Technology, described
several technologies available for mobile computers, location services, GPS, and digital communications. Field crews use large amounts of spatial data, and this information is dynamic, changing from minute to minute, requiring frequent communications and coordination. Up to now, field automation systems tended to provide vertical applications or to automate simple functions within existing business processes. The result is that an existing mobile application may be incompatible with new applications, technologies, and users. Thus, a field application can be limited to a minority of field groups within the organization.
First-generation mobile field systems tend to serve as single point solutions. That is, they provide a solution to automate a specific application. Some typical applications include:
Typically, a company identifies one of these areas as having a good payback, defines its requirements, researches available technologies and software, develops or customizes a solution, and deploys the system, only to discover a variety of unexpected field practices and situations. This implementation process may exceed a year, and can require millions of dollars of resources. The result might achieve good returns based on the efficiencies gained in specific field tasks. However, the rates of economic obsolescence, of corporate change, and of technology evolution are so high that a field system can be obsolete before it can be fully deployed. Solutions which were state of the art just a year or two ago might be using old “office” type systems rather than new generation of lower-cost “mobile” systems. As a result, the first generation of field automation projects tended to have a rather high startup cost, steep learning curve, and limited field acceptance. The majority of technicians still do their jobs pretty much the same way they have for the last 40 years.
TRENDS IN FIELD SYSTEMS
Today’s white-collar workers – office staff, field sales teams and managers racing from city to city around the world – have a wealth of electronic tools to make them as productive on the road as they are in the office. Today’s office worker depends on computer networks, electronic mail, and the Internet. In contrast, today’s field workers – (the utility’s front line) – lack many of these tools. Customizing and specialization of available field tools have kept costs high for both “ruggedized” hardware and “solution” software.
Fortunately, the newest generation of field information systems promises to greatly reduce implementation costs and time, provide field-friendly user interfaces, and offer a richer field support environment. Next-generation field solutions should provide a suite of “Field” standard applications similar to the “Office” standards, and will integrate location data and wireless communications beyond the single task focus. Functionality will be provided not just to execute a specific task, but to enhance overall performance across multiple applications.
So, how do you turn your field workers into mobile warriors? Here are five things you should consider before you invest in a second-generation mobile field system.
1. LEVERAGE STANDARDIZED SYSTEMS
Obviously, an official standard supports greater reusability, promotes compatibility and drives down costs. Companies should strive to incorporate and extend standards in their field systems, and avoid expensive “ad-hoc” solutions. Leverage and extend existing corporate IT architecture, network standards, and databases to the field. This strategy makes it possible to achieve a higher level of integration with office-based and enterprise applications. Build applications that integrate the fieldwork flow more closely with supporting functions in the office.
The newest generation of Windows CE computers have gained wide acceptance in 2001 for fielding enterprise applications. Windows CE provides virtually seamless integration across the client device spectrum and includes standardized software for wireless integration, email, personal messaging, handwriting recognition, printing and other basic functions. The new Windows Tablet PC operating system (XP for pen computers) will provide this field user interface for PC computers.
Whenever possible, base your mobile solutions on industry standards, avoid proprietary systems and minimize customization.
2. LET FORM FOLLOW FUNCTION
Today’s field hardware offers a variety of form factors for mobile devices. Mobile equipment ranges from full-featured notebook computers, to ruggedized pen-based systems, to handheld PDAs (Personal Digital Assistants) – and every possible choice in between. Mobile devices on the market today offer a plethora of options supporting the mobile enterprise, including wireless, GPS, bar code readers, and other field ready technologies.
Field users will evaluate devices based on the job, their environment, and field usability. For some workers a “smart phone” may be the appropriate device; for others it can be a PDA or a larger, hand-held PC professional. Others may require larger format devices like tablet PC’s or traditional notebook PC’s. You don’t need to adopt a one-size-fits-all strategy for hardware. Choose the device that fits the job. Computers, communication, and GPS, which used to be truck-mounted, can now work in the field. Many devices can work with gloves on, and many have displays viewable both indoors and outdoors.
Data storage is no longer limited to “hard-disks” and CD-ROM, which are notoriously prone to failure in the field. Compact Flash (CF) cards provide solid-state, reusable, durable storage at continually decreasing prices. Secure Digital (SD) storage is a postage-stamp card with built in encryption so unauthorized users cannot access the data. Miniature disk drives mounted on PC cards can provide over a billion characters of storage.
Other technologies available in handheld computers include GPS modules, barcode readers, speech-capture devices, miniature cameras and pocket printers. Make sure you adopt a compatible platform that can support the newest technologies.
3. DEVELOP AN EVOLUTIONARY WIRELESS STRATEGY
Many first-generation mobile systems used one of two modes for distributing information: download data to a hard drive, or distribute new sets on CD-ROM. Both approaches have drawbacks in terms of data management, reliability, security and timeliness. These cannot handle real-time data such as SCADA switches or crew locations. A mobile system might be isolated from enterprise systems, incompatible with other mobile applications, require complicated software to communicate with other systems, and creating an “information silo”.
New field information systems support a variety of wireless options, including private cellular networks, digital cellular phones, public circuit-switched and packet data networks (like CDPD or Cellular Digital Packet Data). These technologies are widely available and used by many companies with large field forces. CDPD services are used for messaging in a variety of applications and PDA computers. All wireless technologies have their limitations: performance is currently limited to text applications, and there are dead spots in the coverage areas.
Wireless Ethernet (802.11b) and “Wi-Fi” specifications provide a user with high-speed connections to the corporate network, several hundred feet away from an access point. By communicating with an access point, field technicians can quickly download large amounts of data when they enter the service center “yard”, eliminating docking or CD exchange.
Existing digital wireless data networks are being replaced by newer, high speed, “third generation” (3G) wireless technologies. During 2002, some US providers will start rolling out different (incompatible) high-speed packet-based data services. Early providers include Verizon and AT&T Wireless.
What wireless strategy should a new field system support?
4. CREATE OFFICE-LIKE COMMUNICATIONS
Today’s office workers have a suite of applications that enable and enhance productivity with constant access to corporate information and people. Office workers have e-mail and instant messenger tools that connect them all day long. Networks are the foundation for a collaborative environment that enables productivity gains.
On the other hand, field workers rarely have the same kinds of formal communications networks compared to their office-based counterparts. They lack opportunities to collaborate because they are geographically separated. Daily communications have to go through a single channel (dispatch center). For field crews, the simple addition of email and instant messaging on a wireless network can completely transform the way fieldwork is done.
Today’s mobile operating systems provide e-mail, messaging and Internet clients for improved communications.
If you have communication and information sharing among employees, then collaboration and innovation will increase. Given collaborative tools with timely data access and applications integrated into business processes, field workers– like office workers– will find ways to do their jobs better, help each, work together and become collectively more productive.
5. REINVENT FIELD PROCESSES
The biggest attraction of the next generation of mobile/wireless solutions will be the ability to revolutionize how fieldwork is done. For the first time, the technology available to support field workers is approaching the level enjoyed by office workers. Moreover, it will enable field teams to function, interact, assist each other and collaborate much the way office teams have always done– even before computers.
Field information systems should support multifunctional field workers performing many types of fieldwork, not just specific, specialized functions. A standard field information system can reduce training time and increase flexibility in work assignments, especially redeployment for temporary operations or support in new service areas.
If an experienced technician leaves, his or her knowledge is often lost. Second generation field information systems can preserve knowledge gained by field experience and pass it on to other workers.
First generation field systems can manage and schedule planned work, but what happens when unexpected work changes priorities? Now it is possible to support ad-hoc work and a geographically dispersed workforce in a more dynamic way, with location-aware geospatial components. Drive times, visualization, location monitoring, dynamic routing and other functions allow dispatchers to reschedule and route workers based on changing priorities and workloads.
ENTERING THE 21ST CENTURY
Current mobile solutions have been held back by technical limitations and the difficulties of supporting legacy technologies in the face of overwhelming innovations. As pioneering companies take the lead in developing and deploying next generation mobile field solutions, these can be distinguished by five characteristics:
ABOUT THE AUTHOR
Jim Hargis is the president of har*GIS LLC of Centennial, Colorado. The har*GIS LLC team offers field productivity software, field information systems, and consulting services for utilities and local governments. We deliver wireless communications, office systems interconnectivity and location based services, providing information that field workers need, when they need it. With 60 years of utility project experience, we help organizations create dramatic improvements in field crew productivity. Mr. Hargis earned a patent for automatic map generation, and Geographic Information Technology Association (GITA) recognized Mr. Hargis as a ‘Pioneer’ in the industry.
Several utilities have implemented some type of mobile computing application. Their managers realize that field operations are vital to system reliability, customer satisfaction, cost of service, and competitive position. Operations personnel understand problems with out-of-date records, voice/paper dispatching, and facilities management. However initial mobile applications and technologies appear to have had limited success in widespread deployment. A new generation of mobile computing systems promises solutions. In this article, we summarize the characteristics of field information systems that you might want to consider before moving ahead.
INTRODUCTION: USERS AND APPLICATIONS
Last month’s Electric Energy article, Overview of Field Information Technology, described
several technologies available for mobile computers, location services, GPS, and digital communications. Field crews use large amounts of spatial data, and this information is dynamic, changing from minute to minute, requiring frequent communications and coordination. Up to now, field automation systems tended to provide vertical applications or to automate simple functions within existing business processes. The result is that an existing mobile application may be incompatible with new applications, technologies, and users. Thus, a field application can be limited to a minority of field groups within the organization.
First-generation mobile field systems tend to serve as single point solutions. That is, they provide a solution to automate a specific application. Some typical applications include:
- Field work management job status reporting
- Job scheduling integration with CIS
- Trouble call response and outage management
- Dispatching service orders, switching operations, and emergency operations
- Equipment inspection and monitoring
- Field data capture or survey
- Field viewers for maps and drawings
- Automatic vehicle location and fleet management
Typically, a company identifies one of these areas as having a good payback, defines its requirements, researches available technologies and software, develops or customizes a solution, and deploys the system, only to discover a variety of unexpected field practices and situations. This implementation process may exceed a year, and can require millions of dollars of resources. The result might achieve good returns based on the efficiencies gained in specific field tasks. However, the rates of economic obsolescence, of corporate change, and of technology evolution are so high that a field system can be obsolete before it can be fully deployed. Solutions which were state of the art just a year or two ago might be using old “office” type systems rather than new generation of lower-cost “mobile” systems. As a result, the first generation of field automation projects tended to have a rather high startup cost, steep learning curve, and limited field acceptance. The majority of technicians still do their jobs pretty much the same way they have for the last 40 years.
TRENDS IN FIELD SYSTEMS
Today’s white-collar workers – office staff, field sales teams and managers racing from city to city around the world – have a wealth of electronic tools to make them as productive on the road as they are in the office. Today’s office worker depends on computer networks, electronic mail, and the Internet. In contrast, today’s field workers – (the utility’s front line) – lack many of these tools. Customizing and specialization of available field tools have kept costs high for both “ruggedized” hardware and “solution” software.
Fortunately, the newest generation of field information systems promises to greatly reduce implementation costs and time, provide field-friendly user interfaces, and offer a richer field support environment. Next-generation field solutions should provide a suite of “Field” standard applications similar to the “Office” standards, and will integrate location data and wireless communications beyond the single task focus. Functionality will be provided not just to execute a specific task, but to enhance overall performance across multiple applications.
So, how do you turn your field workers into mobile warriors? Here are five things you should consider before you invest in a second-generation mobile field system.
1. LEVERAGE STANDARDIZED SYSTEMS
Obviously, an official standard supports greater reusability, promotes compatibility and drives down costs. Companies should strive to incorporate and extend standards in their field systems, and avoid expensive “ad-hoc” solutions. Leverage and extend existing corporate IT architecture, network standards, and databases to the field. This strategy makes it possible to achieve a higher level of integration with office-based and enterprise applications. Build applications that integrate the fieldwork flow more closely with supporting functions in the office.
The newest generation of Windows CE computers have gained wide acceptance in 2001 for fielding enterprise applications. Windows CE provides virtually seamless integration across the client device spectrum and includes standardized software for wireless integration, email, personal messaging, handwriting recognition, printing and other basic functions. The new Windows Tablet PC operating system (XP for pen computers) will provide this field user interface for PC computers.
Whenever possible, base your mobile solutions on industry standards, avoid proprietary systems and minimize customization.
2. LET FORM FOLLOW FUNCTION
Today’s field hardware offers a variety of form factors for mobile devices. Mobile equipment ranges from full-featured notebook computers, to ruggedized pen-based systems, to handheld PDAs (Personal Digital Assistants) – and every possible choice in between. Mobile devices on the market today offer a plethora of options supporting the mobile enterprise, including wireless, GPS, bar code readers, and other field ready technologies.
Field users will evaluate devices based on the job, their environment, and field usability. For some workers a “smart phone” may be the appropriate device; for others it can be a PDA or a larger, hand-held PC professional. Others may require larger format devices like tablet PC’s or traditional notebook PC’s. You don’t need to adopt a one-size-fits-all strategy for hardware. Choose the device that fits the job. Computers, communication, and GPS, which used to be truck-mounted, can now work in the field. Many devices can work with gloves on, and many have displays viewable both indoors and outdoors.
Data storage is no longer limited to “hard-disks” and CD-ROM, which are notoriously prone to failure in the field. Compact Flash (CF) cards provide solid-state, reusable, durable storage at continually decreasing prices. Secure Digital (SD) storage is a postage-stamp card with built in encryption so unauthorized users cannot access the data. Miniature disk drives mounted on PC cards can provide over a billion characters of storage.
Other technologies available in handheld computers include GPS modules, barcode readers, speech-capture devices, miniature cameras and pocket printers. Make sure you adopt a compatible platform that can support the newest technologies.
3. DEVELOP AN EVOLUTIONARY WIRELESS STRATEGY
Many first-generation mobile systems used one of two modes for distributing information: download data to a hard drive, or distribute new sets on CD-ROM. Both approaches have drawbacks in terms of data management, reliability, security and timeliness. These cannot handle real-time data such as SCADA switches or crew locations. A mobile system might be isolated from enterprise systems, incompatible with other mobile applications, require complicated software to communicate with other systems, and creating an “information silo”.
New field information systems support a variety of wireless options, including private cellular networks, digital cellular phones, public circuit-switched and packet data networks (like CDPD or Cellular Digital Packet Data). These technologies are widely available and used by many companies with large field forces. CDPD services are used for messaging in a variety of applications and PDA computers. All wireless technologies have their limitations: performance is currently limited to text applications, and there are dead spots in the coverage areas.
Wireless Ethernet (802.11b) and “Wi-Fi” specifications provide a user with high-speed connections to the corporate network, several hundred feet away from an access point. By communicating with an access point, field technicians can quickly download large amounts of data when they enter the service center “yard”, eliminating docking or CD exchange.
Existing digital wireless data networks are being replaced by newer, high speed, “third generation” (3G) wireless technologies. During 2002, some US providers will start rolling out different (incompatible) high-speed packet-based data services. Early providers include Verizon and AT&T Wireless.
What wireless strategy should a new field system support?
- Wireless strategy must leverage currently available technologies and support new technologies as they are proven. Modern field information systems should allow new technologies to plug into system without reprogramming. For example, replacing a CDPD card with an 802.11b or CDMA modem. The most widely used data protocol is IP or Internet Protocol, and mobile systems that provide standard IP data support can ‘future-proof’ your data communications.
- You cannot expect universal wireless coverage. Effective mobile platforms must incorporate ‘durable communications’ concepts into you applications. Infrastructure and field systems must deal with the fact that a device will be used with intermittent wireless coverage.
- Critical information must be resident on the device. Information that flows over wireless must tolerate delays and loss of connection. Make sure your application will flag the user if the connection fails or if data is delayed or missing.
- Field crews need both voice and data connections to work most efficiently. Voice and data technologies are currently independent cellular networks, but can be shared in future 3G networks.
4. CREATE OFFICE-LIKE COMMUNICATIONS
Today’s office workers have a suite of applications that enable and enhance productivity with constant access to corporate information and people. Office workers have e-mail and instant messenger tools that connect them all day long. Networks are the foundation for a collaborative environment that enables productivity gains.
On the other hand, field workers rarely have the same kinds of formal communications networks compared to their office-based counterparts. They lack opportunities to collaborate because they are geographically separated. Daily communications have to go through a single channel (dispatch center). For field crews, the simple addition of email and instant messaging on a wireless network can completely transform the way fieldwork is done.
Today’s mobile operating systems provide e-mail, messaging and Internet clients for improved communications.
If you have communication and information sharing among employees, then collaboration and innovation will increase. Given collaborative tools with timely data access and applications integrated into business processes, field workers– like office workers– will find ways to do their jobs better, help each, work together and become collectively more productive.
5. REINVENT FIELD PROCESSES
The biggest attraction of the next generation of mobile/wireless solutions will be the ability to revolutionize how fieldwork is done. For the first time, the technology available to support field workers is approaching the level enjoyed by office workers. Moreover, it will enable field teams to function, interact, assist each other and collaborate much the way office teams have always done– even before computers.
- Communication – real communication, not just with a dispatcher but with coworkers and office-based teams – will change the nature of fieldwork by linking fieldworkers more closely, completely and organically with the rest of the organization.
- Access to spatial data – not just job tickets or schedules but information about customers, field assets, network status, driving directions and the whereabouts of other crewmembers – will dramatically improve their ability to get individual jobs done faster, more efficiently and more safely.
Field information systems should support multifunctional field workers performing many types of fieldwork, not just specific, specialized functions. A standard field information system can reduce training time and increase flexibility in work assignments, especially redeployment for temporary operations or support in new service areas.
If an experienced technician leaves, his or her knowledge is often lost. Second generation field information systems can preserve knowledge gained by field experience and pass it on to other workers.
First generation field systems can manage and schedule planned work, but what happens when unexpected work changes priorities? Now it is possible to support ad-hoc work and a geographically dispersed workforce in a more dynamic way, with location-aware geospatial components. Drive times, visualization, location monitoring, dynamic routing and other functions allow dispatchers to reschedule and route workers based on changing priorities and workloads.
ENTERING THE 21ST CENTURY
Current mobile solutions have been held back by technical limitations and the difficulties of supporting legacy technologies in the face of overwhelming innovations. As pioneering companies take the lead in developing and deploying next generation mobile field solutions, these can be distinguished by five characteristics:
- Hardware and field applications will become more or less “disposable” and “componetized”. Hardware will become smaller, inexpensive and lightweight. Common field functions will be incorporated into field operating systems and standard utilities. As technologies continually improve, inherent obsolescence will require shorter payback periods for achieving return on investment (ROI). With lower cost of hardware and component software, shorter ROI cycles should be expected.
- The greatest value lies in the data that systems manage. Successful companies will continue to invest in and deploy their mission-critical systems. They will develop integrated mobile systems that leverage the value of these core systems and extend their data into the field, beyond the truck and the notebook, literally into the hand of the field worker.
- The network is losing its wires. Once tethered together by miles of cable, wireless networks are able to reach wherever your employees need to be. Wireless technology is rapidly coming of age and savvy organizations will develop and pursue wireless strategies that move forward with its advances, but are not overly dependant on wireless connections.
- The job will define the hardware. Look for field devices that fit the job and the worker. Field computing should never get in the way but it should expand into a feature-rich environment providing a suite of communication and computing tools.
- Development strategy is evolutionary, not revolutionary. Big solutions that transform your mobile systems in one big project are risky, expensive, lock you into a system for too long, and become obsolete before deployment. Approach a project incrementally, using off-the-shelf technology and keep the system open to embrace other technologies as they prove themselves. Make sure you have the infrastructure right.
Field information systems will link field workers with the broader enterprise. Field crews no longer need to work isolated on a job; they can be connected, sharing information in real time with fellow workers both inside and outside the company walls. The new field information environment will provide total performance support, enabling the field mobile warrior to take on new work, do the job with insight and understanding, and perform with a higher level of efficiency, flexibility and effectiveness.
ABOUT THE AUTHOR
Jim Hargis is the president of har*GIS LLC of Centennial, Colorado. The har*GIS LLC team offers field productivity software, field information systems, and consulting services for utilities and local governments. We deliver wireless communications, office systems interconnectivity and location based services, providing information that field workers need, when they need it. With 60 years of utility project experience, we help organizations create dramatic improvements in field crew productivity. Mr. Hargis earned a patent for automatic map generation, and Geographic Information Technology Association (GITA) recognized Mr. Hargis as a ‘Pioneer’ in the industry.
Contact us at: http://www.har-gis.com or e-mail: jim@har-gis.com
