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Repair & Maintenance Management

Mobile workforce technologies have transformed the way utilities organisations operate in Industry 4.0. Smart mobile technologies empower staff, whilst equipping them with the tools to work in remote site locations. Despite the clear advantages of technology driven solutions, utility companies are notoriously slow to implement digital transformation.

Utility organisations are required to be increasingly flexible in their actions and operations to remain competitive. Complex regulations, market liberalisation and client expectations are intensifying the need for process optimisation. Utility organisations making technology investments create tangible value in several key areas.

Repair & Maintenance Work – repairing burst water pipes, installing new water connections, installing smart meters, fibre installation, civils, cable laying, scaffolding, drainage, industrial painting, cleaning and refurbishment. Typically the work is high volume, low value and low margin is one area which is noticeably being impacted by the current way the work is managed and carried out.

The current situation for Utility organisations carrying out Repair and Maintenance works:
  • Receiving Work Orders from customers via email or excel sheet or by logging in to the client system (rather than via direct integration with the client system).
  • Performing planning in the back office with no visibility of location or availability of resources – work allocated on an ad hoc, first come first served basis.
  • Health and Safety officers can only ensure compliance by physically visiting the site – no remote visibility of compliance.
  • Field workers use paper track sheets to record hours, materials, plant and subcontractor details.
  • Workaround solutions for the capture of photographs / proof of delivery via whatsapp, etc.
  • Difficulty providing clients with real-time status updates of work progress.
  • Paper sheets arrive back in the office at the end of the day or end of week (or not at all) – implications for project cost tracking, inventory management, payroll, etc.
  • Collation and double entry of data by admin staff in the back office into systems of record – manual data validation and approval – delayed management information, delayed client billing.
  • Delayed management information can result in huge project losses before management find out – nothing they can do to fix it. No automatic jeopardy alerts highlighting performance issues.
  • No process automation, therefore can’t scale the business – can’t take on more work.

The Totalmobile Repair & Maintenance Management solution is designed for Utilities Contractors for the full life cycle management of Repair & Maintenance contracts, from the receipt of Work Orders from the Client system through to Work Scheduling and submission of payment claims.

The solution includes executive dashboards showing Operational, Commercial, Quality and Health & Safety  Performance Metrics. The solution provides management with the insights they need to maintain high field worker Productivity levels – which is key to ensuring contract Profitability.


The capabilities provided by Totalmobile for Utility Contractors:

  • Work Orders received electronically and split into multiple sub-tasks.
  • Planners review and validate / reject work orders.
  • Automated and manual scheduling using gantt chart views and map views to schedule each task.
  • Integration with StreetManager for electronic noticing.
  • Allocated works dispatched to mobile devices with digital files attached including photos, plans and utility maps .
  • Real-time work status feedback to clients.
  • Streetworks start and stop dates clearly visible on mobile devices.
  • Automatic linked job creation : e.g. completion of a reinstatement job auto creates a site clear job.
  • System supports multiple contracts, Schedule of Rates, Schedule of Cost Codes.
  • Capture Labour, materials and plant usage, subcontractor details.
  • System calculates Indicative Margin per work order. Dashboards showing required KPIs.
  • Generate interim, final and supplementary claims (invoices).
  • Integration with GIS (e.g. ESRI ArcGIS) – ability to update GIS maps from the field mobile app.
  • Integration with client systems, ERP, Enterprise Asset Management (e.g. IBM Maximo, Ellipse, etc)
  • Full end to end visibility of contract performance
  • Configurable jeopardy alerts – eg streetworks permit about to expire, productivity below threshold, etc.
  • Ability to share resources across multiple contracts
  • Ability to configure the solution to meet individual client demands
  • Ability to on-board new contracts with minimal effort – scalability
  • Ability to record and reduce carbon usage
  • Improve customer experience – on my way texts – satisfaction surveys
  • Solution that is applicable across multiple utility contracts (water, electricity, gas, telecoms, etc).


Business Outcomes:

  • Significantly reduce the risk of project failure.
  • Increase project profitability from 2 – 3% to 4 – 6%.
  • Increase field worker Productivity by 10% with better job scheduling and getting the right person to the right job with the right equipment at the right time – minimizing distance travelled.
  • Reduce back office administration costs by automating data capture and sharing back office staff across multiple contracts (shared services).
  • Reduce SLA fines from the client by 50%
  • Reduce Streetworks fines by 80%.
  • Increase Health & Safety compliance by 75%.
  • Reduce time from “work done to payment received” from 90 days to 30 days.
  • Reduce carbon emissions by 15% with route optimization.
  • Increase client satisfaction by 60% with real-time status reports and better SLA compliance.
  • Increase contract retention through better performance, higher H&S compliance, more innovation.

Totalmobile Utility customers have reported a range of benefits including a 10% increase in productivity with better job scheduling, a 50% reduction in admin costs by eliminating paper forms, a 75% increase in Health & Safety compliance and a massive 90% reduction in SLA penalties and fines – leading to significant profit margin increases – in what is traditionally a very low margin business.