Next best job to the next best technician

Distributed Work Manager correlates data from virtually every aspect of the network to prioritize non-reactive work packages. With DWM, the next best job is paired with the technician best positioned or appropriately skilled to execute the task.

Up to three quarters of a manager's time can be spent collecting data while most of the remaining time is spent sifting through the data to identify relevant information. In many cases the actual decision is comparatively simple and becomes apparent once the mass of irrelevant information is filtered out.

DWM casts a wide net, ensuring that nothing that could impact a work package decision is excluded. Work packages are prioritized using the significant elements selected from this mass of data. Work packages are then matched with a technician based on the technician's experience, location and schedule.

Technicians use integrated response (IVR) technology to accept, defer or close jobs. Using an intelligent field device (IFD) with the Craft Terminal Interface (CTI), field technicians can directly access detailed work package information or request real time backend testing. The CTI framework supports bi-directional communication, allowing the technician to update network databases with information captured in the field.

Eliminates unnecessary dispatches
Many unnecessary and expensive dispatches are avoided by extensive system cross checking. Scheduled sheath openings logged in OCL could filter air pressure alarms. Dispatches would also be eliminated if REHAB's engineering log indicated that a scheduled engineering activity anticipated the issue.

Improves dispatch quality
Testability issues (TACT) in the central office or in the field, for example, could indicate an altogether different root problem than the nominally indicated trouble.

Other contributing aspects
DWM includes a new after hours duty log to help manage alarm coverage. Implementation of expert screening rules (Smart Screening Module) helps manage WFA ticket categorization. Integrating SSM rules with the IVR contact manager could allow the reassignment of WFA tickets.