In the energy sector, mobile field service is an important part of the maintenance of utilities throughout the country. In our case, this involved digital support for dangerous work on medium and high-voltage grids.
Only close cooperation between the control center and field service staff ensures that employees can work safely on infrastructure with life-threatening voltage potentials.
Mobile digital support was previously considered unfeasible. Comprehensive legal regulation, strict safety regulations, technological restrictions and cyber security concerns had previously nipped any approach in the bud.
A detailed investigation with fresh ideas and a clever combination of existing processes and new digital procedures then achieved the breakthrough.
Mobile field service as a lighthouse project
In the actual project, we were able to clarify the boundary conditions with the specialist department and security experts, which were all prerequisites for implementation from a legal and security perspective.
Mobile apps (tablet and phone) were used to map interactive deployment planning, team coordination via chat, route planning to the deployment site, support for switching conversations and a "live" view of switching statuses from the control center.
In order to optimally support accessibility and hands-free operation as well as working in difficult lighting conditions, we implemented the app in such a way that switching instructions can be read aloud by the app.
To make this app possible, we had to design and implement a secure gateway to enable communication between the app and the control station across various security zones.
In addition, the configuration and administration of master data and user information as well as the integration of biometric login procedures to the company directory were implemented.
Conclusion and outlook
In further expansion stages, the digital architecture allows further improvement through
- Body sensors to identify critical personal conditions, including alerting emergency services
- Augmented reality to support the work process
- Integration of previously fragmented data processes
- Support for repair and spare parts processes
and much more.
We still have many ideas and are in a position to implement them. In general, we see the following scenarios in which we can be a good partner:
What is mobile field service actually used for in the energy industry?
Mobile field service technology is needed in the energy industry for various reasons:
- power grid maintenance: The energy industry includes electric and gas utilities that are responsible for ensuring a stable electric and gas grid. Mobile field service solutions help to maintain the electricity and gas grid by enabling technicians to quickly respond to and fix problems that arise in the field.
- equipment maintenance: The energy industry has numerous assets such as power generators, transformers and lines. Regular servicing and maintenance of these assets is crucial to ensure a continuous energy supply. Mobile field service solutions enable technicians to monitor the condition of these installations and carry out maintenance work as required.
- inspection and troubleshooting: Mobile field service solutions also facilitate the inspection of equipment and enable technicians to identify and correct faults before they lead to major problems.
- improving customer satisfaction: Mobile field service solutions enable technicians to respond more quickly and effectively to customer requests. This improves customer satisfaction and trust in the utility company.
Overall, mobile field service technology in the energy industry can help to increase efficiency, reduce costs and improve the quality of energy supply.