Accenture has been selected by Consumers Energy, Michigan’s largest utility, to deploy new mobile workforce management software from Ventyx, an ABB company, to help field workers improve safety, productivity and customer experience.
Accenture will work with Consumers Energy and Ventyx to implement the latest release of Service Suite with optimized, automated dispatching, for schedulers, dispatchers, field crews and supervisors. This will replace Consumers Energy’s legacy mobile workforce management system, providing efficiency improvements with real-time work status, integrated scheduling and appointments, field data collection and reporting with real-time views of parts, people and other resources.
As a result of these efforts, Consumers Energy field supervisors will have new digital tools, ranging from pinpointing crews on maps to more easily verifying timesheets, with unprecedented access to their teams’ workload and status. This project is part of a broader program within Consumers Energy called Field Mobility, which supports Consumers Energy’s overall vision to become its customers’ trusted energy partner.
“Our goal in implementing this new technology is to further minimize field workers’ delays in receiving and using accurate and timely information for making service calls, especially during storms and other interruptions,” said Michele Kirkland, vice president of energy operations, Consumers Energy. “Replacing the legacy systems with a new digital platform will provide us with a comprehensive view of our field operations with relevant, real-time information to improve the accuracy of scheduling customer appointments and to increase productivity and efficiency by assigning them to the most optimal crews to minimize travel times.”
Accenture was selected to be the systems integrator for this project, based on its proven track record in smart grid services and in the areas of work, field and resource management. In addition, Accenture will work closely with the project team to provide system testing, change management and training development to Consumers Energy.
“The increasing frequency of adverse weather events and the rise of renewables are putting more stress on an aging grid, which means that effective and safe outage response and service maintenance is more critical than ever,” said Bill Ernzen, managing director in Accenture’s utilities Smart Grid Services business. “This new digital platform will allow Consumers Energy to provide a more timely and accurate service to its customers, while better ensuring the safety of its field crews. It will also enable field leaders, using new tools and processes, to spend more time in the field coaching and supervising crews.”