17 - 19 August, 2020 | Sydney

Conference Day Two: Wednesday, 17 April 2019


9:15 am - 9:30 am Opening Remarks from the Chair

Danielle Roche, General Manager Infrastructure Maintenance at Queensland Urban Utilities

Danielle Roche

General Manager Infrastructure Maintenance
Queensland Urban Utilities

9:30 am - 10:00 am Exploring the Technology, Skills and Change Management Strategies Required to Meet the Increasing Complexity of the Field Service Touch Point

Regan is in charge of driving change (productivity, automation, accountability) in the field with his remit impacting 3,500 technicians. He has been working with autonomous vehicles, chat bots, machine learning and increased digtisation to drive up customer service whilst keeping costs down. The transformation has been driven by the increasing complexity of the role of technicians In this session, Regan will highlight:

  • The evolution of the role of a technician from break-fix to a value adding, customer facing representative
  • Embedding machine learning, chat bots and digitisation to empower your technicians to address the growing complexity of their roles
  • Leading change and upskilling your field technicians with a focus on customer service, sales and consultation
Regan Ireland, General Manager, Field Digitisation and Growth at Telstra

Regan Ireland

General Manager, Field Digitisation and Growth

10:00 am - 10:30 am The Next Evolution of Field Service Management

Hear from industry expert and ServiceMax vice president of marketing, Lubor Ptacek, on how the Field Service Management space has evolved, where most companies fall on the maturity curve, the benefits companies are reaping from technology advancements and what’s next for the service businesses that keep the world running. This session will discuss:

  • Evolution and expansion of Field Service Management
  • Current trends in field service
  • New challenges and opportunities for field service organizations
Lubor Ptacek, Vice President, Product Marketing at ServiceMax

Lubor Ptacek

Vice President, Product Marketing

10:30 am - 11:00 am MORNING TEA


11:00 am - 11:30 am Developing an in-House Field Service Management Platform and Reducing OpEx by 3%
The Aroona Alliance has significantly improved their OpEx by 3% (with projections for 5% by 2019) by developing an in-house FSM platform. This platform has been based on asset management principles, providing a whole-of-life perspective which has significantly reduced OpEx. They are currently working on optimising and scaling this across the organisation.

  • Adopting an asset management framework: Addressing cultural and people change
  • Exploring the software strategy: Integrating data structure and redefining the master data sets
  • Identifying and mitigating the risks involved
Paul Everett, General Manager at Aroona Alliance

Paul Everett

General Manager
Aroona Alliance


11:30 am - 12:00 pm Changing Strategic Asset Risk Management of Poles Across Tasmania
90 per cent of TasNetworks poles are treated Copper Chrome Arsenate (CCA) wood poles (204,528), with an expected service life of 50 years. From 2005 to 2018, the percentage defect rate in pole inspections has risen annually due to a bow wave of wooden poles installed after the 1967 bushfires of Tasmania reaching the end of their service life, and undetected carroty/soft rot of the pole.

  • Exploring some of the innovative opportunities that TasNetworks has been using to improve the strategic asset management of its poles
  • Strengthening monitoring and evaluation of condition whilst maintaining expenditure and failure rates at existing levels
  • Key benefits including: Effective condition monitoring and controls, improved distribution network resilience to natural occurrences, and whole of asset life cycle cost effectiveness in pole asset management

David Eccles, Asset Strategy Engineer at Tasmanian Networks

David Eccles

Asset Strategy Engineer
Tasmanian Networks


11:00 am - 11:30 am Maximise Field Worker Productivity and Customer Satisfaction Through Job Schedule Optimisation
Velrada implemented the Microsoft Dynamics 365 Field Service Platform across the business. This was transformational in optimisation worker job allocations, and driving higher levels of customer satisfaction for the business. Allowing the business to be responsive and efficient in the service to their customers.

  • Reduction in unnecessary visits
  • Reduction in travel/non-productive time across jobs
  • Increase on time appointment compliance
  • Increase customer service and visibility
Daniel Hookham, Director of Data and AI at Velrada

Daniel Hookham

Director of Data and AI


11:30 am - 12:00 pm Maintaining and Increasing Productivity of your Field Workforce in a Growing Business
Stryker have gone through a period of massive growth in the past year having acquired several new businesses. Operationally they have seen a 18% increase of workload without a significant change in headcount. They have managed to achieve this without compromising the quality and speed of delivery by redesigning the processes, leveraging automation and bots, empowering staff to identify areas of performance improvement and an effective change management strategy.

  • Streamlining the process flow with the acquisition of new products and businesses
  • Adjusting your ERP and CRM platforms to reflect this change
  • Developing bots and automation to assist field technicians
  • Delving into localized training to optimise uptake
Dashiell Taniguchi, Senior Manager, Field Services at Stryker Corporation

Dashiell Taniguchi

Senior Manager, Field Services
Stryker Corporation


11:00 am - 11:30 am Learn How BRI Security Saved Money And Deepened Customer Relationships In Only 12 Weeks
In this “digital” and “customer experience” age, when it comes to software, Field Services are still struggling with the basics. Top frustrations are:
  • Traditional development tools are not fast enough (45%)
  • can’t access all of the information they need (38%)
  • 52% of companies are using manual methods to handle field services.

BRI Security are differentiating themselves in a competitive market with:
  • a tailored mobile solution for their 1500 security guards that eliminates all manual effort,
  • a customer portal that provides real time visibility of service delivery,
  • the ability to measure performance to continuously optimise customer outcomes.

In this session you will learn and see demo of:
  • A better and faster way to automate Field Service operations.
  • 9 factors to consider when you are choosing a software approach for your Field Service operations.
  • How low code technologies bring speed to market that empowers field services companies to keep up with business change and stay on top of competition.
Ying Loong Lee, Technology Director at BRI Security

Ying Loong Lee

Technology Director
BRI Security

Pedro Carrilho, Director at Phoenix Services and an expert in at OutSystems

Pedro Carrilho

Director at Phoenix Services and an expert in


11:30 am - 12:00 pm Developing a Customer Facing Telematics focused Proof-of-Concept to Provide Greater Transparency to your Customers and Improved Equipment Tracking Capability
This session will delve into a proof-of-concept that Coates Hire implemented on 400 pieces of equipment with 2 of its customers. With customer expectations increasing, demanding more transparency and data – telematics provides a great opportunity to track and monitor equipment in real time. What is unique about this project is that it is an enterprise wide solution that practices data-as-a-service and there have been several learnings and wins along the way. Alex will address:

  • Understanding what your customers really want in terms of transparency
  • Identifying the best way to package data for your customers
  • Navigating the crowded partner landscape and finding the best, most viable solution for your business
  • Building a business case and taking the organisation on the journey
  • Addressing challenges of data security and other learnings
Alex Lassauniere, Group Manager – IT Innovation & Architecture at Coates Hire

Alex Lassauniere

Group Manager – IT Innovation & Architecture
Coates Hire

12:00 pm - 1:00 pm NETWORKING LUNCH

1:00 pm - 1:30 pm CASE STUDY: Exploring Tools and Strategies that Respond to the Challenge of Driving Transformation across a Distributed Workforce

Ericsson in the US has over 3,000 employees, most of whom work remotely and over the past 2-years, the organisation has been going through a major organizational wide change project Change is a challenge for any organization and when most of the workforce is distributed there is an added layer of complexity. In this session Jason will share some of the success stories from the project and also some of the things that with hindsight they would have approached differently.

  • Tapping into the flow – initiating change
  • Exploring tools that drive higher rates of adopting
  • Leveraging technology such as virtual brainstorming and Skype
Jason Hamm, Head of Network Business Transformation at Ericsson (USA)

Jason Hamm

Head of Network Business Transformation
Ericsson (USA)

1:30 pm - 2:00 pm Creating a Remote Monitoring Tool Kit to Improve Effectiveness of Field Jobs

Remote monitoring tools can present an opportunity to more effectively use your field resources. It can eliminate the need for on-site assistance and lead to significant time and money savings. This session will explore how to integrate remote monitoring tools, gather data and information and then leverage this for remote diagnostics. What makes this session interesting is that these tools are used in the protection of critically endangered species such as the kakapo.

  • Exploring remote monitoring tools and identifying the best fit for your systems
  • Collecting and collating data from remote monitoring systems
  • Providing support to customers and field staff to aid in the transition
Rob Hill, Senior Business Analyst at Department of Conservation, New Zealand

Rob Hill

Senior Business Analyst
Department of Conservation, New Zealand

1:00 pm - 1:30 pm CASE STUDY: Reducing Operational Cost with a Spatially Enabled Field Mobility Solution

Powerlink Queensland has recently tested a mobility solution that has seen large volumes of paper based documentation moved to a mobile device. Linked to GIS technology, this gives its field workers visibility into the specifics of the land over which the high voltage transmission lines they service stand. The testing has seen significant time and cost savings.

  •     Consolidating paper based documentation to the front end
  •     Developing an agile solution that can be easily extended to other functions, including maintenance
  •     Ensuring data safety and integrity
Mark West, Manager Technical and Information Services at Powerlink Queensland

Mark West

Manager Technical and Information Services
Powerlink Queensland

Queensland Urban Utilities have seen a 25% decrease in operational costs, a 25% increase in staff engagement and 300% increase in process safety. These milestones have been achieved through introducing greater autonomy and bringing the entire workforce in-house. This has significantly reduced risk and improved continuity which has inturn increased service outcomes.

This session will investigate further:
  • Developing a new industrial framework and upgrading the delivery model
  • Assessing the impact on risk and continuity when bringing the entire distributed workforce in-house
  • Increasing front-line autonomy
  • Up skilling and reassignment: Identifying and placing the right people in the right job
Rob Lynch, General Manager Service Delivery at Queensland Urban Utilities

Rob Lynch

General Manager Service Delivery
Queensland Urban Utilities

Danielle Roche, General Manager Infrastructure Maintenance at Queensland Urban Utilities

Danielle Roche

General Manager Infrastructure Maintenance
Queensland Urban Utilities

1:00 pm - 1:30 pm CASE STUDY: Optimising Network Delivery with a Routing and Telematics Solution and Reverse Logistics Process

This session will address how Phillip Morris have optimised their delivery network by, integrating the delivery workforce and positioning them to perform executional tasks or value add services to complement the sales field force &/or call centre.

  • Implementing a routing and telematics solution across two states (will continue to implement throughout 2019)
  • Developing a Reverse Logistics Process to achieve a complete paperless solution with track and trace capability
Michael Rob, Manager, Distribution and Logistics at Phillip Morris

Michael Rob

Manager, Distribution and Logistics
Phillip Morris

1:30 pm - 2:00 pm Exploring GIS and AR/VR to Improve the Effectiveness of Your Field Workers

AR/VR is an exciting technology that is poised to revolutionize field service delivery. This session will explore how it can be used in conjunction with GIS to track and monitor FS staff to improve scheduling, accuracy, quality of delivery and safety.

  • Addressing the challenges of AR/VR integration
  • Developing a plan to improve interoperability
  • Ensuring mobile compatibility of map overlay
Matthew Cullen, Service Operations Consultant at Caterpillar

Matthew Cullen

Service Operations Consultant

2:00 pm - 2:30 pm AFTERNOON TEA

2:30 pm - 3:00 pm Creating a Fit for Purpose In-House Mobility Platform for Realised Performance Improvements of 90% Across the Organisation

3 years ago Melbourne Water went through an organization wide transformation worth AUD 20 million. Part of the investment was focused on implementing a new asset management and delivery system. However this soon proved to be a poor functional fit, wasn’t user friendly and was adversely affecting performance. The team decided to take matters into their own hands, joining forces with other departments User teams, IT services and Asset Systems groups in a business wide – partnership model. This development has been an interesting exercise in end user engagement, business process efficiency and, technical complexity and has realised performance improvements of 90% across most performance metrics.

  • Developing an organisation wide collaborative partnership with IT, User Testing and Asset Management
  • Implementing a agile methodology for effective results and a faster turn around
Frank Courtney, Principal, Technology enablement at Melbourne Water

Frank Courtney

Principal, Technology enablement
Melbourne Water

3:00 pm - 3:30 pm CASE STUDY: The Role of Decision Support and Decision Automation in Increasing Effectiveness of Field Maintence Teams

Agata Guzek, Lead Automation Capability at BHP

Agata Guzek

Lead Automation Capability

3:30 pm - 4:00 pm PANEL DISCUSSION: Applying Greater Control and Visibility to your End-to-End Field Delivery to Improve Productivity and Customer Experience

Tracking technicians on service calls, on an uber-like interface is quickly gaining popularity as a tool to improve customer experience and drive real time scheduling. But this presents a series of challenges, particularly with workforce optimisation and change management. It also raises questions around data integrity and security. This session will explore further.

  • Introducing a technology agnostic, integrating tracker to ensure seamless uptake
  • Workforce optimisation and change management
  • Addressing the questions around data security

Andrew Haddad, Field Technology Transformation Lead at NBNco

Andrew Haddad

Field Technology Transformation Lead

Branko Kondic, National Manager Schindler Ahead – Digital Services at Schindler Lifts

Branko Kondic

National Manager Schindler Ahead – Digital Services
Schindler Lifts

Keith Leonard, Senior Manager at Worksafe Victoria

Keith Leonard

Senior Manager
Worksafe Victoria

Danny Bearzatto, Head of Workforce Design at Ventia

Danny Bearzatto

Head of Workforce Design

4:00 pm - 4:10 pm Closing Remarks from the Chair

4:10 pm - 4:10 pm End of FSM 2019