ABSTRACT
This chapter focuses on electric utilities, but many of the points are also applicable for utilities that provide gas and water. Mobile Workforce Management (MWFM) is the system, software, devices, procedures, and workflows that enable the field workforce to meet their objectives, with their main activities focused on developing, operating, and maintaining a utility's assets. The MWFM scheduling algorithms enable both the initial optimization and reoptimization of assignments and schedules to ensure the choice of a field resource to do a given job is, and remains, the most efficient possible. With automated assignment, the MWFM system performs most of the dispatch functions needed during a shift, leaving dispatch personnel time to focus on those exceptions requiring personal intervention. Optimizing field service operations is possible with a performance reporting system within MWFM that provides critical visibility and insight into operational status, both at a tactical real-time level and at a strategic trending level.
