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T&D World Magazine

North American Utility Deploying ClickSoftware Workforce Management

ClickSoftware Technologies Ltd. has announced that another North American electricity provider is deploying ClickSoftware's Workforce Management Platform across seven regulated distribution companies. The Platform is being implemented to improve customer satisfaction, process efficiency, regulatory compliance and operational visibility across all seven organizations.

The electricity provider is a diversified energy company that serves 6 million customers. Crucial to ongoing profitability and competitiveness is the effective deployment of the resources in the field that are responsible for providing customers with a safe, reliable and responsive service. Following analysis of workforce management technologies that would provide opportunities for significant process improvements, ClickSoftware's ServiceOptimization Suite was selected and deployment of ClickSchedule, ClickLocate and ClickAnalyze is underway.

The implementation of ClickSchedule will provide immediate process improvements by automatically calculating the optimal schedule for almost 3,000 field engineers by balancing business variables that include Service Level Agreements (SLAs), engineers' skills and locations, and the type of work at hand. This will simplify and improve the management of often complex multistage projects for asset installation, maintenance and repair.

ClickLocate will enable dispatch staff to view the location, travel direction and average speed of field engineers. This improved visibility will enable the team to rapidly identify and deploy resources to repair assets should an SLA be in jeopardy.

ClickAnalyze will afford further visibility by providing business intelligence on the performance of field operations across all seven companies. This will support ongoing business progression by pinpointing successes and areas for improvement in the field. It will also allow the business to rapidly access SLA information that can be provided to the regulator.

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