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Journey Map

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by

Hammad Siddiqui

on 27 October 2014

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Transcript of Journey Map

WoTF - Day in the life of an Incident
Title
Preparing for the day: checking in, gathering work, parks, vehicle safety
Title
Contacting Hydro One Customer Service to report outage.
Title
Triaging the outage and dispatching the right crew.
Title
Real-time Notification, Safety First.
Title
RLM Stops Accepts the work. Safety first.

Title
Optimize routing and arriving safely.
Title
Outage Assessment.
Title
Restore Power.

Title
Closing the work order.

Title
Confirm full restoration.
Title
Creating new work orders.
Title
Restoring power, nested outage.
Title
Performance measurements/ KPI
Title
Execute planned work.
Title
Re-initiate planned work
Title
Close work order and confirm restoration.
THE ACTORS

Power Status:

Work Status:
TEXT
Power Status:

Power Status:

Power Status:

Power Status:

Power Status:

Power Status:

Power Status:

Power Status:

Power Status:

Power Status:

Power Status:

Power Status:

Power Status:

Power Status:

Work Status:
TEXT
Work Status:
DISPATCHED
Work Status:
ON-SITE
Work Status:
DISPATCHED
Work Status:
Complete
Work Status:
ACCEPTED
Work Status:
DISPATCHED
Work Status:
ON-SITE
Work Status:
DISPATCHED
Work Status:
DISPATCHED
Work Status:
DISPATCHED
Work Status:
COMPLETE
Work Status:
COMPLETE
Work Status:
ON-SITE
The IBM MobileFirst framework provides a complete end to end managed and secure environment which is agnostic to the device, application and connectivity.
The day in the life articulates a future vision of the Hydro One WoTF. The basic implementation will be available today, however, future possibilities will also be articulated but have various dependencies such as AMIO and DMS.
At the beginning of each day the PLM crews need to connect to the network, sign-in and retrieve the work that has been dispatched to them by the Enterprise Scheduling system. This connection can be at the office or remote location affording internet access.
During this initial connect MaaS360 and IBM Worklight performs multiple checks to ensure that the device is up to date with both software and policies.
Key to the safety and success of completing the work are the various applications available to crews. Kevin Rourke from Click Software will demonstrate some of this functionality which needs to be considered during Phase 0.

Day in The Life - Preparing for the Day
Today’s day in the life scenario deals with planned and unplanned work. Hydro One is dedicated to keeping the lights on and as such work is optimized to ensure that the most critical work is scheduled to the right crew at the right time. The crew has downloaded their work and they have ensured that they have the necessary equipment to complete the planned activities. They also carry some essential replacement parts in support of outages as they are qualified to respond to Dx trouble reports.
As the crew leaves the field office the occurs:
At 8:23 AM on Thursday lightning strikes a tree in the neighbourhood and it falls onto the single phase primary causing a break.
AMIO will signal the outage along with the DMS if the implemented with sensors.
AMIO will also confirm the outage by issuing a network ping and make this information available to the OMS and/or DOMC operator
At 8:35 AM, Customer Jane contacts Hydro One after noticing that her power is off. The Customer Call Center (CCC) checks to see if there is an existing outage. The CCC now logs the incident into the PragmaLine .
CCC Question list to be added: circuit breaker, lights at a neighbour’s house, etc.
The AMIO will also provide access to the CCC on the current state of their meter and/or is the customer currently part of a known outage.
After establishing that additional triage is required the CCC will open a trouble incident in the OMS PragmaLine.
The Distribution Operating Management Center (DOMC) receives the incident in PragmaLine.
Meanwhile another tree limb breaks taking out John’s overhead secondary line from the transformer to his home. John is currently not at home.

Day in the Life - Dedicated to Keeping the Lights On!
The DOMC now has multiple different tools at their disposal to validate outages. The AMIO prototype is currently used to determine if the customer has power present at their meter. In the future the AMIO will receive outage events from the network and provide this information to the Outage Management System (OMS) and initiate outage confirmation searches to confirm the outage and determine the extent. From the AMIO portal the DOMC operator can view a reported outage and determine the extent based on the network topology.
The results from AMIO indicate that all meters below the fuse that Jane’s transformer is connected are not responding.
The (STATUS = Power Out, this is available to the outage app for customers to access).
With the confirmed outage the work order request is automatically sent to the scheduler. The central scheduling tool selects right crew currently with lowest priority work (and other possible attributes) is selected and automatically dispatched. The work order is sent off to SAP with status assigned.
At this time the outage status is set to power off. This information is sent to the Hydro One mobile customer application and notifications can be sent to customers who have subscribed to instant notification through SMS, email, telephone and other future channels.

Day in The Life - Triaging the Outage
The crew was on their way to perform a meter change when the outage order is automatically sent to their mobile iPAD. Since the vehicle was in motion the iPAD will only vibrate and or chime that an important notification was received.
If the operator is in a moving vehicle or is walking the user will not be able to sign in to their device until no motion is detected. Once the user signs in and if the vehicle begins to move or the user walks the mobile device will automatically lock up. Certain applications may be used such as driving directions (this is optional functionality and can be configured to meet the requirements of Hydro One’s mobile safety policy – e.g. set to override for two man crews, or allowing distress type calls for one man crews).
When the dispatch occurs from the scheduler an acceptance timeout from the field is set. In the event that no response is received from the field then the DOMC can attempt to manually contact the crew (phone) or select another crew for assignment.
If the connectivity is not available, in the future, iOS applications such as nearest connection where WIFI or cell connection on-route to the outage location is available.

Day in The Life - Real-time Notifications
Once the user signs into the device and selects work orders they will see the outage work order prioritized accordingly. The user selects the work order and the details about the outage as known along with the DOMC ping results. The ping results can be re-displayed in order that the crew can understand what was used to confirm the outage. They acknowledge the call and accept the dispatch as accepted.
At this point the ClickMobile control center is updated with the status that the crew has reviewed the work order and accepted it. This event is recorded in the ClickMobile time recorder. The acceptance is forwarded to the enterprise scheduler and the status is updated so that the DOMC operators know the crew is on-route and the status is updated to accepted.

Day in The Life - Accepting Work
The crew now drives to the location where the outage has occurred. Again, even though driving directions are provided the use of the device other than driving directions are restricted by the iPAD in this scenario.
When the crew arrives at the fuse location identified in the AMIO ping the crew signs on to the mobile platform and after selecting the work order the crew indicates that they are on-site which is updated in the ClickMobile Control center. This event is recorded in the ClickMobile time recorder and all other system as On-site.

Day in The Life - Arriving Safely
The crew patrols and have identified the issue as a broken insulator which has caused the up-stream fuse to blow. Also they identify a fallen tree that needs to be removed from the right of way.
Based on the site survey the crew updates the trouble WO with the Estimated Time or Recovery (ETR). This information is fed back to the ClickMobile Control Center and can be fed to other systems such as the enterprise scheduler and the Hydro One app used by customers to see the estimated time to recover (ETR Updated).
The crew opens a forestry request work order from the platform providing all the details regarding what work is needed. As for an attachment they take a picture of the fallen debris. The photo is geo located and is attached to the forestry request. The work order for forestry is automatically sent to SAP in connected mode and the scheduler.
Hydro One outage app is updated for customers’ show the picture of the app.
The Hydro One solution is designed to integrate ALL system to ensure that the field status is known at all times

Day in The Life - Outage Assessment
The crew replaces the broken insulator and re-connects the primary. After the all-clear is given then the crew replaces the broken fuse to re-energize the primary.
The fuse holds indicating that no other faults have been detected on the primary

Day in The Life - Restore Power
Day in The Life - Completing the Work Order
The crew requests a network nested outage search. The AMI Ping client returns information indicating that one residence with a reliable meter off the same primary is not responding.
In the future the AMIO solution will trigger a nested outage search and determine where outages may be automatically and present these to DOMC operators and make them available to field crews.
1004 Wren Lane, Loughborough Ontario
44.50668,-76.46861

Day in The Life - Ensuring Full Recovery
The crew opens a new Trouble work order, informs Dispatch and travels to the John’s cottage (STATUS = POWER OUT), in connected mode this would flow back up to the outage App so in this case if John returns home he can see the status there before calling. The DOMC is also able to ping and verify nested outage.
The trouble order flows to SAP and the system scheduler with the status dispatched. The OMS system is also updated with the new outage.
The crew now drives to John’s house. Again, even though driving directions are provided the use of the device other than driving directions are restricted by the iPAD (STATUS = ON ROUTE).
The outage is sent to the outage management system.

Day in The Life - Create Work Orders
ICON Text: Nested Outage Restoration. Power Status: OFF. Work Status: ON-SITE.
At John’s cottage they discover that the secondary to the cottage is down. The crew updates their previously open work order with what was found and again takes a picture of the downed wire.
The crew knocks on the customer’s door but John is not at home
The crew re-connects the overhead secondary and attempts to ping the meter. The results indicate that John’s meter is alive and also so is his neighbour who is off the same transformer.
The crew leaves a door hanger indicating that Hydro One was here and repaired their down wire

Day in The Life - Nested Outage Restoration
The crew arrives on site and knocks on the customers’ door which is answers by Susan. Susan is advised that Hydro One is replacing her meter and there will be a brief outage while their meter is changed. Susan is advised to turn off any equipment they believe are sensitive such as computers etc.
The crew asks about a dog. Susan agrees to bring the dog inside while the crew completes their work.
The crew updates the status of the work order to on-site. This is updated in the ClickMobile time sheet.
The crew uses the mobile tablet to take a picture of the old meter and scan the meter bar code. The application verifies that the old meter is the meter number expected.
The crew member types in the old meter out-reading which is validated against information provided with the work order to ensure that the number is plausible.
The crew removes the old meter and inserts a new meter.
The crew takes a picture of the meter and scans the bar code. The mobile tablet accepts the meter and the crew taps in the in reading which is accepted (EDIT Check are made) and the work order is auto-accepted.
The completed CMO is set to SAP.

Day in The Life - Step by Step Processes and Data Validation
The crew selects their regular work for the change meter at Susan’s house. A barking dog notification for location they are going to pop’s up. They acknowledge the barking dog warning. The crew now drives to the location of the meter change. Again, even though driving directions are provided the use of the device other than driving directions are restricted by the iPAD.
705 Dean Smith Rd, Loughborough Ontario
44.46620,-76.46140

Day in The Life - Planned Work Execution
Day in The Life - Completing work and confirming restoration
Job Well Done! All information created during the execution of the outages has been recorded including crews, times, materials, impacted customers, etc. This information is represented on the various KPI reports out of the BI/BW environment providing work completion statistics at the crew, operating centre, zone, line of business and corporate level).

Day in The Life - Measure and Report
The crew updates the Trouble WO with the old/new equipment information as necessary. For example, if a transformer was changed then all the details of the out and in transformers would be captured during the process or when completed. Again, where possible, bar scanners, photos or other technology would be used to simplify and avoid data entry errors. All out/in equipment information will have ease of use dialogs / drop downs to encourage onsite completion. When the work order is completed, all in/out equipment is updated in the necessary System of Record such as SAP EAM which then provides updates to other systems such as GIS.
The work order is completed and the status is sent to the ClickMobile control center and is updated in the SAP, enterprise scheduling system, PragmaLine and Customer Outage Portal (STATUS = COMPLETE).

The work order is completed and the status is sent to the ClickMobile control center and is updated in the SAP, enterprise scheduling system, PragmaLine and Customer Outage Portal (STATUS = COMPLETE).
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