FSM Utilities Day Two: Tuesday 28 March 2012

9:00 Opening Remarks from Conference Chair

Glen Harsh
Manager, Network Operations, Infrastructure Services Division
UNITYWATER

9.10 Mobility’s Role in Gaining Efficiency in Works Delivery as Part of an Enterprise Transformation Program

• Distilling business requirements and managing stakeholder expectations
• Applying Pareto’s Principle to solution design and implementation
• Implementing a mobile solution as a component of a larger enterprise transformation program

Vera Van Jaarsveldt
Solution Lead - Mobile Workforce Solution Program, Foundation and Transformation Programs
WESTERN POWER

9:50 Case Study: Monitoring Service Field Sampling Group - Field Automation Project

• Identifying the importance of business-led projects
• Building the business case to ensure senior management buy-in
• Outlining effective project management approaches

Kathy Leach
Business Project Manager
SYDNEY WATER

10.30 Spotlight Session: Maximising Field Service Management

• Learn about the proven techniques necessary to enable mobility in your enterprise for both corporate and personal liable devices
• Hear how SOTI MobiControl can manage and secure iPhones/ iPads, Android and Windows devices through either on-premise or cloud-hosted options
• Reduce device downtime as well as increase productivity of field maintenance staff, utility workers and support personnel with SOTI MobiControl
• Increase ROI by saving time and money with SOTI MobiControl’s multi-platform web console that offers real-time remote support, secure email access, device provisioning, data encryption, asset management, advanced security, reporting, location services and much more

Ron Hassanwalia
VP of Sales & Marketing
SOTI Inc.

11.15 Roundtable: Delivering Exceptional Customer Service to Maximise Customer Satisfaction Levels

• Discussing the importance of consistent staff training to ensure service is up to scratch
• How to create one consistent customer experience message to communicate to customers
• Identifying how to attract and retain good customer service and field staff
• Evaluating the importance of social media and identifying effective strategies to use it to your advantage

Glen Harsh
Manager, Network Operations, Infrastructure Services Division
UNITYWATER

11:55 Managing Mobility

• The journey – how 4000 field workers were mobilised
• The importance of integrating your backend systems in your mobility strategy
• Mobility governance – setting up your project to succeed
• Using technology to streamline business processes

Peter Terry
Business Systems Team Leader
AUSGRID

1:40 Utilising FSM Systems to Maximise Dispatch Efficiencies

• Creating a business case to achieve management buy-in for funding and creation of a mobility culture in the entire organisation
• Including all conceptual and operational challenges and strategies on how to overcome them to gain approval for a mobility solution business case
• Using realistic estimates for potential savings and increase of profit to back-up the business case
• Including both short and long-term goals and how they affect workforce productivity on the bottom-line

2:20 Panel Discussion: Gaining Employee Buy-In with Effective Training to Maximise Productivity and Profitability

• Developing and creating training and development modules to address skills gaps and needs of the service staff
• Using organisational learning as a tool to dive productivity and profitability
• Sustaining continuous improvement throughout your organisation
• Standardising processes to ensure consistent productivity and improving the customer experience

Panellists:

3:30 End of Conference

3:40 Workshop B: Overcoming the Challenges of Change Management to Ensure Successful Mobility Rollouts