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Dataco Utility Services Ltd's BlackBerry switchover reduced reporting errors by 30 percent, increased customer satisfaction level by providing up-to-date information and gained cost efficiencies.
4 April 2005, CALGARY, ALBERTA: |
When utility subscribers are delinquent in their payment, utility companies task Dataco Utility Services Ltd. (DUSL) to disconnect the supply. DUSL is a third-party contractor providing metering and disconnection services. It serves major utility companies like Enmax Power Corp. and BC Hydro. DUSL is based in Calgary, Alberta and serve areas spanning Calgary, Vancouver, Lethbridge and
Red Deer. |
The challenges
DUSL’s core task is to completely sever services for utility subscribers who have failed to pay their dues or owe outstanding, unpaid amounts to the utility company. This is a crucial activity as it prevents their customers, utility companies, from revenue losses.
This task’s key aspect is that it must be done swiftly, accurately and needed to be
absolutely certain the termination service orders have been correctly issued. At the end
of each disconnection activity, DUSL must file an electronic report to its respective
customers about the status of its work orders. This process demands a high degree of
co-ordination and reporting.
There were many visible improvements as soon as four months. For example, work orders are now digitally created on the technician's BlackBerry instead of generating paper-based work orders which are collected by technicians once a day, from the office. |
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DUSL used a manual system which it soon found was labour intensive and proved to be an obstacle as DUSL expanded its coverage and service volume. The expansion strained DUSL’s manpower, causing a deluge of paperwork and resulted in costly inefficiencies.
For example, DUSL technicians collect paper-based printed service orders at DUSL once a day. Technicians must check-in with DUSL after a utility metered account has been disconnected. This will indicate that a service call had been completed. |
Due to the high volume of activity, technicians found themselves put on lengthy holds despite the use of five phone lines at DUSL. This unproductive delay stressed both technicians and DUSL administrators.
When a call is finally put through, administrators manually key the information into a spreadsheet as it’s verbally communicated by technicians. This spreadsheet is forwarded to respective DUSL customers. DUSL was convinced it must expand its workforce and occupy larger premises to cope with increasingly heavier workload. Hiring more people, and operating from a bigger office seemed to be the only way out to enable DUSL improve its operational efficiency – a crucial factor to satisfy its customers of large utility companies. Furthermore, DUSL had an ongoing contract that depends on their ability to offer high quality, low cost and efficient service.
The solution
The ripple effect from the stress and unnecessary delays soon became a weighty
financial burden. Last year, DUSL sought to improve its dispatch process and a better
method of automating their reporting system. They also wanted to address the bottleneck in advising their customers of completed work.
By chance, DUSL operations manager Monique Pellerin came across a wireless solution called Flowfinity Actions on BlackBerry devices. This used a dispatch console to allow DUSL to complete electronic work orders and instantly filed. Every report is immediately relayed and updated into their client’s reporting systems.
After a trial-period and customization which took only 21 days, DUSL equipped 15 technicians with BlackBerry Wireless Handhelds. It used a BlackBerry Enterprise Server, equipped with MDS, and extended their traditional email with Flowfinity Actions application.
“The biggest reason we went to BlackBerry was that I wanted a way to manage the dispatching workload so I could reduce, not increase my staff,” said Pellerin. “We’re very aware that proficiency, accuracy and efficiency for our clients is very important to our competitiveness in this industry.”
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