Background
Siemens AG (Berlin and Munich) is a major global organisation in electronics and electrical engineering operating in the industry, energy and healthcare sectors. Siemens Metering Services is described on its web site as the UK’s leading independent provider of utility metering services: “key services are meter procurement and installation, data retrieval and management, cash management and revenue services, across the full metering value chain”.
Some 1500 meter technicians are involved across the UK, some of whom are employed by contractors such as Carillion Metering Services and Meter-U. This workforce includes meter readers, who record and transmit readings in premises ranging from large scale industrial sites to shops and residential property, and meter fitters, who change and update metering equipment and alter tariffs. Clients include the gas, electricity and water utilities. This case study describes the use of electronic job aids which have been introduced over the last decade to improve workforce efficiency.
Changing practice
Before the introduction of the electronic job aids, the job of the meter technician was paper-intensive. Every day they would leave from depots, drive to sites or premises, and undertake the required readings or fittings. Each job involved the completion of a number of forms. In the evening they would return to the depot where they would collate and complete the necessary paper-work and this would be posted to a central office every two or three days where it would be input into a central computer; reports and billing information would then be generated for the client utility company. This was not only a multi-stage process, with accompanying time-lags, but there were inevitable transcription problems as forms were competed incorrectly or figures were difficult to read.
The shift to electronic support for the field staff took place in stages from the mid-90s. Meter readers who undertook the simpler of the tasks were equipped with hand-held recording equipment, which allowed them to input to screen and transmit automatically. The main equipment in use by data collectors were Dolphin 9500s produced by Honeywell. Meter fitters still need to carry a range of traditional electricians’ tools to undertake the physical work involved. However, some six years ago they were equipped with a “rugged” Notebook computer, a Panasonic Toughbook. This allows them to collect information, adjust meter and alter tariffs on site.
A Panasonic Toughbook, a particularly robust Notebook computer which is specially configured, is now an essential tool for the job. Job schedules and account details are stored in the lap top. It talks electronically to the electricity meter to record data and allow the technician to implement tariff changes. As he or she completes work during the day his completed work is transmitted back real time using GPRS to central IT systems. There are evident business benefits that have been derived from these changes. Accuracy has improved and turnround times are much faster. When the digital data comes back it is automatically translated into billing information and sent to final customers (the energy suppliers) electronically. Siemens’ contract with British Gas, for example, requires that the final bills are produced within 48 hours of a meter reading and this is only possible with the current IT Solutions.
The programming of the hand-held equipment and Toughbook is managed by the Siemens Metering Services, Information Services/IS department. There are industry-wide metering soft-ware programmes available and these have been customised to meet client requirements. The software available to support meter readers and fitters has, over the decade, gone through multiple versions.
Support and Training
The MDT training programme for new field operatives is a one day functionality awareness day; this is supplemented by on- site training with mentors and practical support in the field. Any updates are then communicated to the field operatives via training bulletins and/or on-site training. It should be recognised that meter technicians can be recruited from many different backgrounds and initial levels of computer literacy can vary. Training on the equipment is integral to the training of the job: technicians learn to fit meters and input the data at the same time. There is always an increase in training related phone calls after a fresh batch of new starters, but they pick up the process very quickly
All the field operatives have access to a telephone help-desk which is manned by Siemens staff 07:30-1700, Monday to Friday, with an emergency contact number for out of hours. According to Mike Harvey, a senior technician who leads the field hardware support team, queries cover a wide range. Examples include: the unit is damaged and needs replacement; an error message has been received; and when there are difficulties downloading the data. Nearly all calls are fault related – very few are training related. New technicians can, however, seek advice from mentors if they are new and other meter operatives for additional help
According to Len Cutting, a meter fitter based in Norfolk who works from home, mastering the technology has not proved difficult. An initial one day training course was held when the equipment was originally made available. Most of the calls made by Len Cutting to the telephone help desk are also concerned with the occasional system problem – failure to obtain downloaded information for example – rather than any difficulties in using the system. All meter technicians attend a monthly updating meeting and any changes in systems and procedures are outlined at that meeting.
Looking to the future, Mike Harvey and his team wish to extend and enhance the use of electronic support. Most recently they have transferred all the wiring diagrams and associated guidance on metering equipment from hard copy books (kept in the back of the fitters’ van) to an electronic format on the Toughbook. This means the guidance can be accessed for quick reference and can be updated remotely at the training department’s request.