Maximizing ROI on Utility Work Management Systems
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Utility IT Departments must carefully assess several factors when searching for and acquiring new enterprise systems that ultimately affect the overall success or failure of the system. This presentation will review important high value considerations of Work Management Systems at utility organizations. Considerations such as implementation personnel expertise, extensibility, configurability, support, and system data models all play a role in the end cost of a system. Each of these factors and more will be examined in light of examples provided by SSP’s Work Management System, WFM aka Workforce Management.
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Maximizing ROI on Utility Work Management Systems
- 1. Maximizing ROI on Utility Work Management Systems A look at a low total cost of ownership WMS by SSP Innovations
- 3. About me Over 10 years in Utility Enterprise Systems Consultant / Solution Architect SSP Innovations Previous: Schneider Electric / Telvent / GeoFields GIS and Work Management Many large projects for utilities and energy companies
- 4. About SSP Innovations Utility Work Management Product: WFM aka Workforce Management 12-year old Utility technology consulting company (GIS and WMS) Work exclusively in the U.S. utility/telecom/pipeline industries Began as a services company – now perform services and offer a line of software products
- 5. Clients – Referral Network Started with 2 Clients … Now with 80+, Still 100% Reference-able Alabama Power (Southern Co) Alliant Energy Ameren Belmont Light Benton PUD City of Beverly Hills, CA Black & Veatch Black Hills Corporation Burbank Water & Power Burlington Electric Dept CenterPoint Energy Central Lincoln PUD Town of Chapel Hill, NC Clallam County PUD Colorado DOT Connexus Energy Consolidated Electric CoServ Electric Cowlitz County PUD CPS Energy CSpire Telecom Kissimmee Utility Authority Lansing Board of Waster and Light City of Leesburg, FL Lincoln Electric System City of Longmont, CO Memphis Light Gas & Water Midcontinent Communications Middle Tennessee Electric Midwest Energy Navajo Tribal Utility Authority New Braunfels Utilities NIPSCO NiSource Northwest Natural Gas Norwich Public Utilities Nsight Telecom NSTAR Oconee County, SC Pacific Gas & Electric Pasadena Water & Power Pend Oreille PUD Denton Municipal Energy Digital Globe Digital West Networks Douglas County PUD Energy United Town of Estes Park, CO Eugene Water & Electric Board Fayetteville PWC Garland Power & Light Georgia Power (Southern Co) Glendale Water & Power Green Mountain Power Greenville Utilities Commission Hart EMC Holyoke Gas & Electric City of Houston, TX Hydro One Intermountain REA Jackson Energy Authority Kissimmee Utility Authority Lansing Board of Water and Light PLA Detroit Portland General Electric POWER Engineers Public Services of New Mexico Redding Electric Utility City of Roseville, CA Sam Houston Electric SCANA Schneider Electric SMECO Swova Texas-New Mexico Power TOA Technologies Tri-County Electric Tri-State G&T UniSource Utility Data Contractors Vectren Verizon Westar Energy Zia Natural Gas
- 6. Agenda Utility Work Management Systems Evaluation Points for Acquisition: Initial considerations Functional characteristics of low cost WMS Implementation considerations Summary Questions
- 7. Work Management Systems “Work management is a set of software products and services that apply workflow structure to the movement of information as well as to the interaction of business processes and human worker processes that generate the information. Work management streamlines and transforms crucial business processes and thus can improve results and performance.”
- 8. Utility Work Management Systems? Capital Work Management Work Order Management Workforce Management Work Management Work Order Asset Management Service Request Management Asset Management
- 9. Utility Work Management Systems Construction Jobs for Assets Engineering Department
- 10. Asset Construction (and Maintenance)
- 11. WMS History: Construction jobs managed with paper
- 12. WMS History: Construction jobs in Excel
- 13. Historical Problems Disparate data scattered across the organization No enforcement of business process (silos) No standardization of estimation No opportunities for integrations with other departments / systems Difficulty understanding what was estimated vs. what was actually constructed
- 14. Construction Jobs in an Enterprise WMS
- 15. Benefits of Enterprise WMS One central system of record Streamline business processes Improved project oversight Regulatory compliance Standardize design and estimation Audit tracking
- 16. Evaluation Points: Initial Considerations The ‘Fit’ Configuration vs. Customizations vs. Product Enhancements/Modifications Technology Framework Web Mobile Support Integrations and Integration consciousness
- 17. Identify areas of need (WMS) WMS Project Organization Project Estimating Project Scheduling Project Task Management Project Reporting Field Crew Coordination As Built Recording
- 18. Identify areas of need (External) WMS Work Origination Customer Payments Accounting Project Reporting Material Man. Field Crews GWD / GIS Asset Man.
- 19. Not all WMS are created equally
- 20. Configuration vs. Customization vs. Product Modifcations Configuration: No coding required! Use out of the box tools / database values / updates to files to achieve desired outcome. Customizations: Required a code change to achieve desired results. Intentionally extensible aspect of the core product framework. Does not require a change to the core product. Less costly! Product Enhancement / Modifications – Requires a code change and a release. Impacts many customers. Even longer testing cycles May have to wait to prioritize functionality with the market
- 21. Priorities! 1. Configuration 2. Customization 3. Product Modification / Enhancement
- 22. Integration Consciousness of a WMS
- 23. Integration Consciousness Integration: Configuration vs. Customization vs. Product Modification Application Design Open data model
- 24. Integration Consciousness Potentially costly (but important!) integrations GIS – Most expensive integration Work area organization (i.e. points, spans, area) Accounting Materials Management 2 WFM Examples: WFM Estimates and GWD Designs WFM Estimates and Property Accounting
- 25. WMS Estimates and Graphic Work Design / GIS Service/Work, Request/Order Workflow – Status, Transitions, and Tasks Estimate/Design Work Locations Compatible Units / GWD objects or features Resources: Material, Labor and Equipment As Builts
- 26. WMS Estimates and Property Accounting
- 28. Technology Framework Web-based: Why? Are all web-based systems the same? Mobile considerations
- 29. Device Responsiveness UI / UX
- 30. Evaluation Points: Functional characteristics of low cost systems Adaptability to utility business processes Handle job types / common tasks What should be configurable? Efficiency of common data entry (Estimates!)
- 31. Adaptability to utility business process Lifecycle Management Initiation Planning Approval Construction Recording as Built Closeout
- 32. Adaptability to utility business process Job Scalability Out of the box can you? Define Job Types Define the project’s job requirements (checklist) by Job Type Define statuses by Job Types Define available tasks by status Define available tasks by user roles/permissions
- 33. Important Configurations: adapability Resources Compatible Units Macro Units
- 34. Data input efficiency Estimates! Estimates! Estimates!
- 35. Data Input: A WMS CU / MU Selector Type ahead and categorization
- 36. Data Input: Estimates: Inline editing for CUs, MUs, and Misc Items
- 37. Data Input: Estimate Worksheet -Work Locations and CU Selection Controls
- 38. Important implementation considerations Implementation Project Change Management
- 39. Implementation Project Discovery (for internal and/or external team)! System Architecture System Integrators and/or Project Team Familiarity with: Affected systems Business processes Technology implemented All! Thorough design vetted by Users!
- 40. Change Management Involve Users, Users, and Users! From start to finish
- 41. Indications of Inflexible WMS Generic enterprise system that can be used for any purpose Development required to do things you would expect all utilities to do Workflows are developed not configured No discussion of common hooks or extensibility No discussion of an API Little or no plans for integrations
- 42. Indications of Flexible WMS Efficient data entry Workflow Engine that can be configured Instant recognition for placement (extensible framework) of uncommon (company specific) modules ‘You can configure the system’ to do common things you’d expect utilities to do
- 43. Questions?
Hinweis der Redaktion
- Although a picture of a the visible tip of an iceberg with the much larger hidden section a fairly cliché image when it comes to describing the cost of enterprise implementations I still think it’s a good one. The point of this presentation is to help Utility IT decision makers, identify hidden costs in WMS and WMS implementations as well as Identify traits of a work management system that is adaptable to your common changes over time.
- I found my way into work management consulting through several projects that integrates WMS to GWD (specifically GWD solutions occurring within Esri based systems). I’ll talk more about that but WMS and GIS / GWD integrations can be one of the biggest costs in an implementation projects but it can also create efficiencies that cost a lot of many if done correctly.
- Across the US… all sizes of utilities from the largest to nearly the smallest.
- Definition of Work Management Systems by Gartner.
- Manages the projects: small and large that
- WFM is built around the concept of a Service Request or a Work Request – the digital representation of the construction job. Construction jobs can range from smaller jobs for establishing service at a single family residence to much larger jobs requiring millions of dollars of work like new mixed use developments or relocation of assets for the DOT. Some utilities delineate smaller jobs and larger jobs as service requests and work requests respectively While WFM can handle all these different/wide ranging in scale jobs, as a reference, a typical job stored and managed in WFM is a job that is managed by an engineer who plans out the work in a design and works with construction supervisors’ crews to get it completed. This job will include the design and installation of many assets: for instance – extensions to gas system by adding distribution mains (pipes) with valves to control the system and services and meters to deliver gas – OR the addition of electric conductors, poles, transformers for stepping down the electric current to deliver it safely and efficiently to houses or businesses (‘hey, it’s just poles and wire’ – as Josh, the dir. or electric operations at SCANA says). While the businesses processes can vary widely, from a high level perspective they normally involve these phases: Initiation – jobs can be created by operations folks or created automatically by other systems like the Customer Information System Design – jobs are sketched/designed based on the requirements of the customer or the plan of the organization (called a design in Designer). An estimate (the WFM representation) is compiled from the design subtotaling material, labor, and equipment costs for the job. Designs/Estimates are made of smaller units – called Construction Standards or Compatible Units- which are in turn made up of one or more materials and/or labor and the equipment used to perform that work. Approval – supervisors and stakeholders approve the job to allow for eventual construction Pre-Construction and Construction – engineers acquire permits / easements so the job can be performed and then release it to construction personnel to perform the work. Materials are ordered from the Estimate or the Design from WFM to the Materials Management System or communicated to the warehouse. Recording the ‘as builts’ / Closeout– All of the physical assets constructed in the job are recorded. Information is updated in GIS to map them, sent to OMS/SCADA to supply operational status, and accounting to begin unitization/depreciation for each of the assets. Marking the job and all related tasks as complete.
- SO in the past, all the work performed at a utility was managed using lots and lots of paper. As you can see that this guys really hates having to manage so much paper. This was more than likely replaced by a bunch of spreadsheets managed on random desktops. Digital work management systems today are valuable to utilities because they create a central record of all construction activity performed on their assets.
- Here’s what a construction job looks like in WFM 1.0. This is called a Work Request by SCANA. GPL calls them Service Requests. At SCANA we actually have separate concepts of a Work Request, a Work Order, a Service Request, and a Service Order – which is called a service order work request.
- Here’s what a construction job looks like in WFM 1.0. This is called a Work Request by SCANA. GPL calls them Service Requests. At SCANA we actually have separate concepts of a Work Request, a Work Order, a Service Request, and a Service Order – which is called a service order work request.
- Service/Work Requests Origination Accounting Project Organization Project Estimating Project Scheduling Project Task Management Project Reporting Material Management Field Crew Coordination As Built Recording Asset Management GIS Integration
- Complicated integrations are costly Identify the right ‘fit’ based on needs Department / Systems Considerations How are these already connected? What connections are missing? Service/Work Requests Origination Accounting Material Management Field Crew Coordination Asset Management GIS Integration
- I think the biggest thing I’ve noticed is that the
- WFM is configured around each of these statuses to assist and guide the stakeholders of a particular job through the job’s lifecycle. Users execute tasks configured to drive the service request through each of the statuses. A note about GIS and WFM: It’s in the design stage when a job is sketched out by an engineer to create a work sketch to be followed by the construction crews. While engineers can use a number of tools to create a work sketch, one of WFM’s strongest points is its integration to Esri Graphic Work Design tools, in particular Designer, but moving forward we hope to include with any graphic work design tool or process that provides this kind of editing in the ArcGIS Platform. Another WFM integration point with GIS is in the as built stage, when engineers work with GIS personnel to update the GIS with the assets actually constructed for the job.
- SCANA In 2015, we won the SCANA project and with it, the beginning of WFM 2.0. While many of the upgrades in WFM were added to meet the demands/requirements compiled from the three legacy SCANA work management systems, we really feel that this upgrade has also helped scale the product to larger utilities (which are obviously also more lucrative projects). Key upgrades to WFM for 2.0 include: A complete UI facelift to a JavaScript, CSS, HTML5 frontend (with Kendo controls) – helping modernize and enable it for device responsiveness so WFM can be used by engineers/others in the field A new ‘Estimate Worksheet’ designed for heavy estimate editing while maintaining a structure that supports GWD integration – formally all CU editing in the Design phase Allows for new estimates to be created to address alternate designs Client-side controls for quickly adding CUs and tabbing through related fields New CU Selector allows users to quickly filter the CU library and insert large amounts of CUs New ‘Extension Attributes’ which allow customers to configure in fields that can designate The addition of Macro Units (MUs) which allows administrators to configure multiple CUs into a collection. MUs can then be added to estimates which provide a way of standardizing what gets added to a job, which also provides a way of enforcing construction/engineering standards A redesigned Job Requirements Checklist designed to track all parallel tasks performed for the job often assigned to and managed by other job stakeholders: like acquiring permits, customer payments, and design standards. New queues bring in users from throughout the organizations and gives them a way of viewing all the jobs containing requirements assigned to them. Requirement statuses have been added to guide users through the requirement, which is then processed to the audit log for the service request for reporting allowing managers/supervisors to quickly identify bottlenecks in the construction process. Requirements are now configured within categories and assigned permissions to provide configurable user lists allowing requirements to be assigned to specific user groups.
- Simplify (law of dimensioning return) Example: material ordering
- While responsive design still needs a lot of work to support many different devices and browsers, some subtle work has been done like the collapsing of the side panel when the browser window is smaller (we also added the hamburger button)
- SCANA In 2015, we won the SCANA project and with it, the beginning of WFM 2.0. While many of the upgrades in WFM were added to meet the demands/requirements compiled from the three legacy SCANA work management systems, we really feel that this upgrade has also helped scale the product to larger utilities (which are obviously also more lucrative projects). Key upgrades to WFM for 2.0 include: A complete UI facelift to a JavaScript, CSS, HTML5 frontend (with Kendo controls) – helping modernize and enable it for device responsiveness so WFM can be used by engineers/others in the field A new ‘Estimate Worksheet’ designed for heavy estimate editing while maintaining a structure that supports GWD integration – formally all CU editing in the Design phase Allows for new estimates to be created to address alternate designs Client-side controls for quickly adding CUs and tabbing through related fields New CU Selector allows users to quickly filter the CU library and insert large amounts of CUs New ‘Extension Attributes’ which allow customers to configure in fields that can designate The addition of Macro Units (MUs) which allows administrators to configure multiple CUs into a collection. MUs can then be added to estimates which provide a way of standardizing what gets added to a job, which also provides a way of enforcing construction/engineering standards A redesigned Job Requirements Checklist designed to track all parallel tasks performed for the job often assigned to and managed by other job stakeholders: like acquiring permits, customer payments, and design standards. New queues bring in users from throughout the organizations and gives them a way of viewing all the jobs containing requirements assigned to them. Requirement statuses have been added to guide users through the requirement, which is then processed to the audit log for the service request for reporting allowing managers/supervisors to quickly identify bottlenecks in the construction process. Requirements are now configured within categories and assigned permissions to provide configurable user lists allowing requirements to be assigned to specific user groups.
- SCANA In 2015, we won the SCANA project and with it, the beginning of WFM 2.0. While many of the upgrades in WFM were added to meet the demands/requirements compiled from the three legacy SCANA work management systems, we really feel that this upgrade has also helped scale the product to larger utilities (which are obviously also more lucrative projects). Key upgrades to WFM for 2.0 include: A complete UI facelift to a JavaScript, CSS, HTML5 frontend (with Kendo controls) – helping modernize and enable it for device responsiveness so WFM can be used by engineers/others in the field A new ‘Estimate Worksheet’ designed for heavy estimate editing while maintaining a structure that supports GWD integration – formally all CU editing in the Design phase Allows for new estimates to be created to address alternate designs Client-side controls for quickly adding CUs and tabbing through related fields New CU Selector allows users to quickly filter the CU library and insert large amounts of CUs New ‘Extension Attributes’ which allow customers to configure in fields that can designate The addition of Macro Units (MUs) which allows administrators to configure multiple CUs into a collection. MUs can then be added to estimates which provide a way of standardizing what gets added to a job, which also provides a way of enforcing construction/engineering standards A redesigned Job Requirements Checklist designed to track all parallel tasks performed for the job often assigned to and managed by other job stakeholders: like acquiring permits, customer payments, and design standards. New queues bring in users from throughout the organizations and gives them a way of viewing all the jobs containing requirements assigned to them. Requirement statuses have been added to guide users through the requirement, which is then processed to the audit log for the service request for reporting allowing managers/supervisors to quickly identify bottlenecks in the construction process. Requirements are now configured within categories and assigned permissions to provide configurable user lists allowing requirements to be assigned to specific user groups.
- SCANA In 2015, we won the SCANA project and with it, the beginning of WFM 2.0. While many of the upgrades in WFM were added to meet the demands/requirements compiled from the three legacy SCANA work management systems, we really feel that this upgrade has also helped scale the product to larger utilities (which are obviously also more lucrative projects). Key upgrades to WFM for 2.0 include: A complete UI facelift to a JavaScript, CSS, HTML5 frontend (with Kendo controls) – helping modernize and enable it for device responsiveness so WFM can be used by engineers/others in the field A new ‘Estimate Worksheet’ designed for heavy estimate editing while maintaining a structure that supports GWD integration – formally all CU editing in the Design phase Allows for new estimates to be created to address alternate designs Client-side controls for quickly adding CUs and tabbing through related fields New CU Selector allows users to quickly filter the CU library and insert large amounts of CUs New ‘Extension Attributes’ which allow customers to configure in fields that can designate The addition of Macro Units (MUs) which allows administrators to configure multiple CUs into a collection. MUs can then be added to estimates which provide a way of standardizing what gets added to a job, which also provides a way of enforcing construction/engineering standards A redesigned Job Requirements Checklist designed to track all parallel tasks performed for the job often assigned to and managed by other job stakeholders: like acquiring permits, customer payments, and design standards. New queues bring in users from throughout the organizations and gives them a way of viewing all the jobs containing requirements assigned to them. Requirement statuses have been added to guide users through the requirement, which is then processed to the audit log for the service request for reporting allowing managers/supervisors to quickly identify bottlenecks in the construction process. Requirements are now configured within categories and assigned permissions to provide configurable user lists allowing requirements to be assigned to specific user groups.