Knoxville, Tenn., Utilities Board Upgrades Workforce Management System

The Knoxville, Tenn., Utilities Board (KUB) has installed a new workforce management system from Intergraph. The new system enables KUB to more efficiently process service orders while optimizing its field resources for faster response to customer needs. In an earlier project phase, KUB deployed the InService outage management solution (OMS).

InService replaces the utility's legacy workforce management system, providing an off-the-shelf desktop solution for automating processes for dispatching all types of work - service, emergency and routine. The outage and mobile workforce management systems at KUB support approximately 150 mobile units and 25 dispatchers as well as two supervisors.

The system allows KUB staff to use HTML and Javascript to create forms and associated business logic on a mobile platform in house. Additionally, map data from different sources can be easily ported into InService and will look the same to users regardless of the platform - dispatch, mobile, or Web. With map-based routing, users can quickly see proposed routes and further optimize crew response.

"With this final implementation phase, we are fulfilling our vision of a consolidated dispatching environment that empowers customer service and field personnel to make informed decisions related to both trouble and service order work," said Barry Jones, outage management and mobile data systems coordinator, KUB.

InService also integrates KUB's existing FRAMME facility data with intelligent street centerline data provided by the Knox County GIS. Additionally, facilities symbology is identical in both the FRAMME and InService systems allowing KUB's operations department to ensure safety when working on the electric and gas networks.

"KUB's selection of InService is representative of the growing trend in the utilities industry of moving to a single system that incorporates mobile and outage management capabilities, which provides faster response to customers in routine and emergency situations," said Jay Stinson, vice president and general manager, Intergraph Security, Government & Infrastructure.