Citizens Energy Group employees began using an updated computer-aided dispatch (CAD) system in mid-June.
Due to advancements in dispatching technology since 2010, when the previous system (PragmaCAD 5.4) was selected, an upgrade was necessary to meet the existing and future needs of Citizens Energy Group customers. Formed in 2016, a project team comprised of employees from Shared
Field Services, IT, and Operations identified more than 340 system requirements. After an extensive review of vendors, the team selected PragmaCAD 6.7.
The project, a 2018 strategic initiative, was launched this summer to improve mapping, routing, and reporting functionality, as well as to simplify the work order completion process. The initiative is primarily supporting two of Citizens’ corporate pillars: performance excellence and customer satisfaction.
Among the most beneficial features of the new system is that it is web-based, allowing software updates to be made almost instantaneously to more than 200 devices used in the field. Previously, each device had to be brought in from the field and updated manually.
Another improvement is route and scheduling optimization. The system will determine the most productive routes for field personnel using data such as GPS locations and estimated time to complete different types of work orders. More efficient scheduling will open up more appointment times for customers. In addition, the new system provides a better
process for documenting critical information on various work orders.
“The transition went very well and we’ve received positive feedback about the new CAD system and the improvements to our processes,” said Gary Young, Manager of Distribution Dispatch, who served as project director. “I give credit to each and every person who had a hand in the development, configuration, testing, training, and implementation of the product.”
Young added that feedback from field personnel was taken into consideration as the team worked to configure the new CAD system.
Paul Puckett, Director of Shared Field Services, credits the feedback gathering process, as well as specialized training sessions, for the successful transition.
“It’s remarkable that in just three weeks, supervisors and personnel from the Shared Field Services training department were able to coordinate and conduct training specific to each department’s needs for more than 200 employees who use CAD,” said Puckett.
Originally targeted to be complete by the end of April, Young said the month and a half delay – caused by a few challenges with development and implementation – ensured employees would have a positive experience from the very first time they used the system.
Additional features not critical for launch, such as a dashboard with key performance data, will be implemented with phase two of the CAD system update.
