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Improving the Customer Experience through Data Collection and Increased Efficiency

By Blog

We know how your utility customer and members think. These days, we’re ready to binge the latest Netflix original while ordering food straight to our front door – all without ever leaving the couch. In a virtual world where we want things instantly (and to stay up to date through social media), customers expect the same service from their utility provider as their favorite takeout place down the street. 

Monitoring and compiling analytics and data is an important step the power industry has taken to enhance the customer experience. From keeping track of customer service hold times to social media engagement, transactional systems are defining consumer pain points, utility public perception, and improving overall customer interactivity and satisfaction. 

For example, one technological innovation providing detailed information is smart meters. Xcel Energy is rolling out the tech over the next five years in its eight-state service area. The censors give improved efficiency while allowing dynamic customer pricing that can lower billsDuring peak and non-peak times, energy can be allotted to areas that need less or more power, meaning that distribution is controlled in a more effective and cost-saving wayThe meters also give customers a better understanding and transparent view of how much electric and gas they may be using.   

But why should the data stop with customer interpersonal analytics? 

The cutting-edge tech is available now to review workforce, resource and organizational data from your own utility. Solutions exist that can manage crews from inception and follow them all the way from assigned worksites, jobs and inventory/equipment requests, to completed work ticketsConvoys can be split into smaller working crews and be tracked based on resource and attribute data. When extra help is needed, utility services providers and contractors can be speedily requested. To increase planning capabilities, stick counts can be created and resources can be organized and allocated by type and locationAnd each of these management possibilities provide more data points and reporting that can be used to continue to broaden the steps taken to improve consumer interaction, understanding, confidence and awareness.  

Working on managing data from the inside out can help your customers know that you care and are doing the best to keep the lights on and the power running. They desire a feeling of security knowing that when something does go wrong, restoration times will be short thanks to the tools power companies have in their arsenal.  Solutions like the ARCOS Resource Management Platform can ease consumer anxiety with the added efficiency they provide, while helping raise customer satisfaction scores.  

How is your organization leveraging the data from all aspects of your business to improve your customer experience, like boosting CAIDI and SAIDI in the time of Covid-19? Let ARCOS help 


The Longview Vision of FEMA Reimbursement and Storm Cost Recovery

By Blog

In cooperation with our utility partners, ARCOS has spent a lot of time mapping out successful ways to streamline the FEMA reimbursement process.  It’s not only an attempt to speed up storm cost recovery but to untangle what has traditionally become balled-up lines of crisscrossing reporting that confuse everyone, including regulators and auditors. 

We thought we would back up the truck a bit and review some of the resources that are at your disposal to help provide transparency, show what really happened, when and with whom, and give you the data to plan and manage any event or future calamity that stands to strain resource numbers and work crews.  

Ways to Learn 

Just last week, our blog took a look at how tech can solve storm cost recovery nightmares. We outlined how there is a simple, long-term solution for short-term small and large catastrophic events that can track requested FEMA and regulator criteria like: 

  • Logistics, including crew lodging and meals 
  • Point of Repair data capture, including GPS coordinates 
  • One Source of Truth placed in historical time sequence 

Automated solutions are the key to tracking and recording data seamlessly and effortlessly.  

ARCOS also has a recent whitepaper available that tackles the question of How utilities, municipalities, and cooperatives can save time recovering storm restoration costs?” The paper shares real-world knowledge gained from our customers and their operations, and how automation could cut their storm cost recovery processes in half.  

And for those who learn visually, our team put together an on-demand webinar about improving FEMA cost recovery and disaster funding processesIt is full of tips, suggestions, and even demos of ARCOS solutions that can keep reporting on the right path to a fast financial return. 

ARCOS solutions can also help with long-term project planning and execution, including projects carried out through FEMA mitigation and grant programs. Talk to one of our experts to learn more.  

Untwisting the Strings 

No one wants a complicated mess to sift through. Clear, concise, and up-to-the-minute, accurate reporting is available now  saving your utility time in FEMA reimbursement research and ultimately leading to recovering storm-cost dollars faster. Check out the resources above to start managing people and their work more efficiently, while providing the reporting needed for both planned and unplanned events.  

How Tech Can Solve Your Storm Cost Recovery Nightmare

By Blog

In September 2017, Hurricane Irma ravaged the Florida Keys. This single catastrophic event caused an estimated $50 billion dollars in damage as utilities responded to the nearly 6 million people were without power.  The labor used and the cost of repairs was astronomical. Even a year later, utilities were still working to track crew data for cost-recovery reports tied to the restoration.  

Although a massive storm like Irma is a great example of just how hard it can be to keep up to date with tracking and costs, plenty of other smaller damaging events often leave utilities pressed to come up with the documentation needed for FEMA reimbursementsIt’s a challenge for all utilities, however; some fail to realize that there is a simple, long-term solution for these short-term events. 

Looking to technology for storm cost recovery data and reporting can help to quickly validate the info you need to prepare a cost-analysis report. Without an automated damage assessment equipment for data collection, a utility can take up to 6 months or more to compile data for reporting.  

But when dealing with major outages caused by natural disasters, some utilities are still manually recording and tracking their crewsHaving one source of truth for historical data capture can help with: 

  • Records showing how many meals both internal and external crew members ate per day 
  • Data tied to hotels internal and external crew members stayed in, their vehicles, and their work orders – including descriptions of damage assessments and their GPS coordinates 
  • Data collection at the point of repair, including GPS coordinates 
  • Steps taken by managers before during, and after the restoration 
  • Eliminating the need to bring on consultants who specialize in cost-recovery submissions 

These days, tracking an entire restoration process manually is not only impractical, but is costing your utility more money, time, and resources. Many utilities across North America are turning to automated solutions to track their crews and record data seamlessly and effortlesslyUsing ARCOS solutions like Crew ManagerResource Assist, and Damage Assessment can automate your manual storm cost recovery processes, leading to crystal-clear transparency needed for recovering all restoration costs. With advanced solutions like these, utilities everywhere are saving hundreds of millions of dollars along with cutting the time of storm recovery in half.  

By turning to technology, you can say ‘goodbye’ to swimming in paperwork and searching for data from years past. Check out our recent whitepaper to learn how your utility peers are using ARCOS to simplify their storm cost recovery and FEMA reimbursement challenges, while saving time and money.  

Using the Benefits of 5G and Technology to Better Workforce Management

By Blog

As we move quickly through 2021, many things are changing. Warmer weather is finally making an appearance, COVID-19 vaccinations are continuing to roll-out, and your organization probably has a few new major projects underway. All in all, the future is looking bright.

One change that is rapidly becoming a new normal is the introduction of 5G. Most people have heard of it, although many do not realize how large an undertaking 5G really is for telecommunications companies. It may just seem like devices are getting faster, but behind the scenes is a strong workforce that is working hard to make our lives easier.

While front line workers are out in the field installing new hardware to cell towers and upgrading and replacing existing lines and towers, engineers are also upgrading and tweaking the existing software to maximize the speed and reliability of 5G for everyday use. While this is exciting for most, whenever a new project (especially one of this size) is undertaken, it is not a matter of if problems will arise, rather it is when they will arrive.

Having the ability to speed up and automate daily priorities like filling absences, assigning work, and obtaining job status can really impact your day before you even start thinking about the other “big stuff”. But being ready for both planned and unplanned work is of the utmost importance, and one of the best ways to be prepared is to have already have a system in place for filling shifts and finding the right, available people.

So, what does 5G mean for your organization? Whether your crews are out installing and preparing for 5G, or a home office is helping to manage your workforce, you can expect faster communication, better quality of service, higher internet speeds, and longer reach. Sounds great, right? However, what is the point of having such a robust network if its potential is not fully realized? With 5G comes a whole new world of technology at your fingertips, but if you are using those fingertips to manually manage your workforce, some would consider it a waste. That is where ARCOS can help.

Making sure your telecommunications company has the right workers in the right place, at the right time, is the key to doing more with less. With these new 5G advancements, the ARCOS platform can help you gain efficiency and leave the whiteboard and dial phone where they belong: in the past. Industry leaders in critical infrastructure all over North America are using ARCOS to prepare for any situation with a quicker response time, advanced tracking, crew management and reporting (while also saving money). All your hard work on installing 5G can also benefit your own team and mobile workforce’s communication. Allow ARCOS and the power of the 5G you are creating to work together and build a faster, smarter, and more efficient work environment for all.

Work Management for 2050 and Beyond 

By Blog

A recent study published by AGU Advances has made the startling conclusion that reaching zero net carbon emissions by 2050 is not only surprisingly feasible, but affordable. According to the research, carbon neutrality can be achieved by rebuilding the energy infrastructure with a primary focus on renewables. While that proposition is nothing new, the study claims that it could come at a net cost of about $1 per person per day.  

What does this mean for the utility industry?  

The 2015 Paris Agreement set the net zero emissions global goal, and now with the United States re-entering the accord, a blueprint on how to achieve this objective may have just presented itself. Utilities have already made huge strides in reducing their carbon footprint, and most have built emission reduction into their future strategies. But truth be told, it is a heavy lift which will take lots of labor, resource changes, and almost a complete overhaul of current systems and the thought processes of many.  

How do we get there? 

It starts with organization and working backward from the goal. Think of it like constructing a tree from the top  you start with what touches the sun, and then branch out as you go down. The end goal will be a carbon neutral infrastructure that only needs maintenance, but the branches below consist of constructing transmission and pipelines for cardon dioxide and hydrogen gas and increasing solar and wind capabilities for energy harvesting. Below that is transforming fleet vehicles into a zero-emission convoy. And finally, you reach the root of it all, constructing new buildings containing the latest energy producing hardware based on sound, strict energy efficiency and no-loss generation principals. To make the whole of each branch, leaves or needles hang off each. Think of these as the jobs and work that will lead to what the branch will become. While this is a generalization and can seem daunting, when this visual representation is used with the correct tools and solutions like the ARCOS suite, the destined carbon neutral finale of 2050 is easy to reach and put into practice.  

Making ARCOS a part of your sustainable future 

ARCOS can help get you there by giving the jobs and work that must be done structure with one systemResourcecrewcontractor, and work management within a single platform is possible and can keep utilities advancing toward the zero-emissions goalARCOis also paperless, allowing organizations to truly embrace the dedication they have to the carbon reduction cause. And reporting is never an issue as any move made is logged, creating one source of truth for internal stakeholders, regulators, and government entities.  

The world is changing and so is the utility industry. With thought, pre-planningstrategy and software in place, we can get anywhere together. Start here to learn more.  

Why Never-Ending Emergencies are Driving a Need for Incident Management

By Blog

The surprises never end. The unexpected has become the expected, like Texas having a winter weather emergency. What else will come our way? In short, it’s impossible to know. Although we can’t predict what tomorrow will bring, being prepared can ensure that you are ready for anything. As Benjamin Franklin once said, “By failing to prepare you are preparing to fail.” It’s why Incident Management has suddenly appeared as a priority on many operation’s radars. The race is on to magically create something to conquer sudden turmoil fast, but that’s not the way to produce a successful implementation or adoption by workplace peers and management teams.   

The fact is, emergency response management isn’t simply a thing that is quickly conjured into existence. It takes the right team, tools, and leadership to work in these uncertain times. It also takes time to put strategies in place when time isn’t a luxury you possess. Also, when an emergency blitzes in and decimates day-to-day plans, there is no “one-size-fits-all” response because no two scenarios are ever the same. Adaptability and scalability solutions are key for a rewarding situational incident management endgame.   

So, the big question is, how does this all come together? The essential need for a speedy response has shown that manual processes will not cut it. Reliable automation is necessary for aiding a fast turnaround during any event. Workforce and emergency management have both evolved past whiteboards, sticky notes, and manual phone calls that cause confusion, mistakes, and are demonstratable time-wasters. The future is here, and with it comes advanced ways to make sure you can respond as quickly as possible. Automating your systems can not only optimize your workforce but will also allow for uncompromised emergency management and record response times.    

Software companies like ARCOS have helped hundreds of businesses and thousands of individuals by automating processes and speeding up response and restoration intervals in any situation. Solutions like ARCOS CalloutCrew Manager, and Mobile Workbench terminate manual callouts during emergencies and daily operations, all while being able to track and manage crews remotely, even from your mobile device.  

In this chaos we live in, it is important to be able to safely communicate and manage the work environment while social distancing too. There is no better way than using proven technology to get the job done for you. Start by evening adaptability and the ability to scale crews or Incident Command Systems up or down to meet a current crisis’s requirements with solutions like ARCOS Incident ManagerARCOS has also helped companies bolster COVID-19 response. 

While emergencies will never end, you can put a stop to scrambling, worry, and inefficiency. High tech solutions are available right now to allow organizations to perform one clickable action and solve any incident management issue that the universe can throw at them.   

Workforce Management during Vaccination Rollout – 3 Tips on Keeping Employees Healthy 

By Blog

COVID-19 vaccinations are rolling out, and while this is excellent news, it still does not eliminate the question of how utilities are keeping workforces healthy and safe from potential infections. Being a pro-active industry, process and procedure as viewed through the looking glass of employee health has been honed and honed again to make sure power companies are managing their coronavirus response right. And while utilities are ecstatic to see the distribution of the vaccines, they are still cautious when it comes to dealing with this deadly virus.    

During the beginning of the pandemic, the Edison Electric Institute (EEI) estimated that as many as 40% of an electric companies’ staff could become sick, quarantined, or forced to take PTO to care for ill family members. It was an alarming statistic and one of the few early warning signs that spurred the industry into action. Many ideas that were tossed about on how to keep crews healthy while maintaining high service levels have worked well, but some were quickly discarded or over-hauled after causing slowdowns or problems in reporting. After a year of trial and error, these three tips have risen to the top for utilities across the globe. 

1. Be Open to Hybrid Operating Models 

Utility employees are everywhere – out in the community, inspecting infrastructure, visiting customer’s homes, grouped in the same teams, working in call centers, and managing from centralized commands. Initially, that model remained intact, but it became clear that it was not feasible for the new reality COVID-19 created. What if one crew member tested positive? Quarantining the rest of the crew would not allow the completion of incoming jobs. What if an infection happened in the call center or centralized command? The call center would be down, or the operations team wiped out for at least two weeks. 

Many utilities are allowing customer call representatives to work from home. Even operation managers are now working remotely using specialized solutions from companies like ARCOS. And pods have been created for work crews. Instead of building crews out of first responders, teams made up of pre-determined units are assigned work orders. This eliminates the worry of mixing team members and exposing a larger group to a possible positive coronavirus test.  

Being open to hybrid operating models is an essential part of keeping employees healthy.  

2. Find New Ways to Distribute Work 

The morning shuffle used to require an “all-hands-on-deck” check-in meeting. Not any longer. Most utilities are choosing to make these informative gatherings a remote affair. The technology exists to turn in-person meetings that assign work and sort out resource challenges into a virtual engagement.  

Automation can not only assign crews, but work tickets and teams can accept jobs on their mobile devices in the field. This ends the risk of anyone accidentally infecting another due to being required to be in the same place simultaneously. Theoretically, organizations with voluntary permission from employees could check off if a crew member has been given the vaccine and make it part of their skillset, producing a safer environment for all and granting a manager the ability to put together inoculated work teams.  

Technology can help distribute work and foster a healthier workplace. 

3. Keep Communicating and Constantly Review Policies 

Utilities have always taken a “safety-first” approach to their culture and operations. Now, “healthy-first” is being added. It is more than taking temperatures and recording them in a database. Leaders are consulting with everyone in their organizations, top to bottom, to identify where processes may be failing or need strengthening to ensure requirements such as keeping a six-foot distance between employees can stay implemented. They also share the information and policies that are working with other utilities in the industry.  

Complete weekly and monthly walk-throughs of every policy and procedure are being performed, pinpointing improvements in previous working methods focused on maintaining employees health. Safety Management Systems and Incident Command Structures are being reviewed, revised, and instituted, as necessary. COVID-19 has compelled the industry to leave no stone unturned so crews can always remain safe, healthy, and strong.  

Everyone from the chain of command to the field operative must continuously be vocal and in an open conversation to keep organizations healthy.  

Vaccines are a fantastic leap forward and a welcome sign that maybe, just maybe, the light at the end of the COVID-19 tunnel is getting brighter and a tad bit closer. Let us hope so and continue to share what is working to keep workforce management on track.  

CAIDI, SAIDI, and SAIFI in the time of COVID-19 

By Blog

COVID-19 has caused trouble for many industries, but the utility sector has continued to quickly respond to customers and events while prioritizing safety. When requirements and recommendations were handed down and put into place, the sector became early adopters in the fight against the coronavirus. They went above and beyond to ensure that the safety of their teams, customers, and the public remained intact. Being precautious never hurt anyone, and in the power industry’s case, it has led to new ways of working and resource management that may have even sped up response and restoration times. How will the utility’s 2020 efforts shape CAIDI, SAIDI, and SAIFI indices?   

CAIDI, SAIDI, and SAIFI are the reliability indicators that the electric industry lives by.  Made of metrics like customer interruption duration, the total number of customers served, and failure rates, the indices demonstrate how efficient and effective a utility is at fixing disruptions and getting power back on for their customers. Utilities use these numbers in reporting to regulators and the customers they serve. After consolidation and averaging in late spring, utilities receive their numbers. 

While most disruptions are identifiable (vegetation growth, storm damage, regulatory changes, etc.), the COVID-19 pandemic was an unknown challenge and had the potential to be a significant disturbance. The fear existed that whole crews could be virus incapacitated for weeks on end, and that would halt the never-ending cascade of everyday work and after-event power restoration. An additional worry was COVID-19 could trigger CAIDI, SAIDI, and SAIFI indices to plummet and erase the industry’s hard-fought gains in these areas. 

Thanks to much thought, automation, and quick action, the primary outlook on the pandemic’s influence is a positive one. CAIDI, SAIDI, and SAIFI numbers appear to remain strong and, in most cases, non-affected. The power industry rolled out measures to mitigate COVID-19’s isolating and distancing effects prove to be a success. ARCOS outlined some of the actionshereincluding:  

  • Creation of work pods and pre-determined crews 
  • Enabling crews the ability to accept work tickets remotely on mobile devices 
  • Digital managing of equipment, hotel logistics, and travel logging 
  • Employee contact tracing 
  • ICS scaling 
  • Ensuring social distancing through remote technology 

These strategies were maintained by using solutions like ARCOS Mobile Workbench and ARCOS Callout. There is now even a way for a manager to perform a callout from home or wherever they happen to be, eliminating the need for traveling to a crowded office, and saving response and restoration time. 

While the jury is still out on the impact COVID-19 may have had on CAIDI, SAID, and SAIFI, the utility industry’s ability to pivot, change procedures, and implement new solutions gives confidence that the numbers will remain strong and enhanced in many situations. We look forward to the full report and congratulate the utility industry for their innovative thinking against a new work and resource management adversary. 

Workforce Management Challenges During Extraordinary (And Ordinary) Times 

By Blog

The Covid-19 pandemic isn’t the first extraordinary event to impact jobs or the way work gets done. Think of the 2008 financial crisis or the 2017 hurricane season of Harvey, Irma and Maria. While filling open shifts for many employers has been a daily struggle due to Covid-19, the pandemic is only the latest crisis to expose the flaws in a manual system of maintaining minimum staffing levels and keeping up with workload management via white boards, phone calls and email. 

For most organizations, workload and workforce management is an inefficient, burdensome process that front-line supervisors and mid-level managers often make work at great cost to themselves and the organization’s bottom line. Companies like Piedmont Airlines see automating workload management as the way to reduce service interruptions, slash hours wasted on recordkeeping, redeploy support staff to critical work and keep shift supervisors focused on ensuring efficiency and safety. With automated resource management, an employer can also reconcile shift management with HR, payroll and learning-management system, LMS, software, while digitally and efficiently tracking all facets of shift work from one platform. 

By automating workload management, managers can save time, mitigate risk and reduce operational costs. When a manager or shift supervisor has to spend time on the phone coordinating a shift change or callout, an employer is wasting money. Unplanned absences, especially when a facility is understaffed, force supervisors to scramble to find workers. In a manual process, a supervisor would rifle through a paper list or computer spreadsheet of who’s available with the right skill set and seniority. 

The shift bidding process for most employers begins with emails or phone calls and postings on bulletin boards, followed by more phone calls, texts and emails. When bids go wrong, or managers overlook steps, employees can file grievances. To automate bidding, while mirroring work agreements, managers can use ARCOS’s Resource Management solutions.  

Does this sound familiar to you? ARCOS can help. With platforms like ARCOS, employers can analyze employee schedules at the moment they change and also see potential shortfalls or overages in staffing minutes, days or months in advance. 

This is just scratching the surface of what the ARCOS Resource Management platform can do for you and your bottom line. If you’d like to read more, check out our white paper Fixing Workload Management During Extraordinary Times” for the full story of how we can help you work smarter and not harder. 

Understanding the Value of Mobile Workforce Management Software

By Blog

Today’s workplaces are no longer confined to four walls, a single station, a truck, one location, or even your desk. With innovative technology and a remote workforce – they’re now everywhere. Our workforces are mobile, fluid, and moving from one place to another (hopefully, both quickly and efficiently).

From those closest to the trouble, like crews performing routine maintenance, and teams handling pop-up emergencies; to dispatchers, schedulers, managers, or operators working from home – each has a limited number of resources available while the calls, tasks, and work tickets keep increasing.

That’s where mobile workforce management software comes in. Mobile workforce management can give operations real-time automated workflows that keep workers safe, productive, and on to the next task, no matter where they are.

What is mobile workforce management?

Mobile workforce management is the set of solutions used to manage teams in the field or outside of an office environment. They are used to manage staff workload, schedule, monitor, track, mobilize, equip, and report a mobile teams’ progress as they are assigned work, and complete work orders while giving managing crewmembers the flexibility and ability to work from home, the road, or an emergency shelter.

The are many benefits of to using mobile workforce management software, such as:

  • Increased Productivity – Using a workforce management system, dispatchers, schedulers, and operators can save time while performing or automating tasks. This frees them to work on other high-priority items from any location. Plus, crew work assignments are streamlined by hours and can get teams to the next job site faster.
  • Real-Time, Complete Visibility – Work tickets can be assigned more efficiently when you know where everybody is in real-time. Crews and teams with the correct skillsets can arrive on a scene, finish a job quickly, and get on to the next tasks that need to be tackled. It also gives a transparency of an organization’s day-to-day operations, increasing situational awareness.
  • Decisions based on the Historical Record – Reporting becomes instantaneous, meaning rational, distinct, and informed resource allocation decisions can be made more efficiently, positively impacting operations in a productive, valuable, current, and concise manner. The mobile data from the field is essential in ensuring that decisions are implemented and completed quickly, even in emergencies.
  • An increase in CAIDI/SAIDI and customer satisfaction scores – Delays in restoration or repair can be decreased or eliminated, keeping customers happy with less complaints. Their everyday life is restored with no muss or fuss, and customers will rate operations at an all-time high.

Mobile workforce management provides an agile solution to perplexing resource management questions that have existed since resource management was invented. But what should utilities and companies look for in a mobile workforce management solution?

What makes a mobile workforce management solution a “mobile workforce management solution”?

It’s an important distinction that a “mobile” workforce management solution should actually be mobile. A solution like ARCOS Mobile Workbench is SaaS – Software as a Service – and based in the cloud. It can be delivered on-demand wherever a user may be and on a device of their choice. In real-time, it must reach workers out of the office who are not tied to a desk or may already be in the field.

A mobile workforce solution must also automate scheduling and dispatch employees to new work tickets – and deliver the jobs to the workforce in the field, without any delay.

It should also track crews and teams as they move from task to task, logging start, end, and travel times. If it doesn’t create a reviewable, real-time historical record, it’s not a proper workforce management solution.

Another key feature is the ability to exchange data with existing systems an organization is using. ARCOS Mobile Workbench does just that by extending the life of aging GIS, Outage, EAMS, or other work management systems. Workforce Management Software should augment an organization’s response and not hinder it as a stand-alone solution.

Mobile workforces are already here. Ensure they are equipped with the latest technology that can streamline communication, maximize resource allocation, and allow crews and teams to get to and complete work faster. Read more about ARCOS Mobile Workbench as your workforce management software solution, or, better yet, request a demo to see it in action.