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CGI’s State-of-the-Art Mobile Dispatch System Gives a Boost to Baltimore Gas & Electric
“The CGI Mobile Workforce Management solution enables us to further improve our ability to respond quickly to the needs of our customers. We can now provide real time status information that results in even greater responsive customer service.”
Kenneth W. DeFontes, President and CEO,
BGE
For more than 180 years, Baltimore Gas & Electric (BGE) has been meeting the energy needs of Central Maryland. BGE serves more than one million business and residential electric customers and more than 600,000 gas customers in an economically diverse, 2,300-square-mile area encompassing Baltimore City and all or part of 10 Central Maryland counties
BGE was seeking to improve its existing mobile dispatch system for its field vehicles that would meet the diverse needs of its various business units while retaining certain standard and uniformity. It also needed the flexibility to adjust the system when required and the ability to make the adjustments in-house. It opted for CGI’s Mobile Dispatch System (MDS) to meet these specific and important needs.
The Challenge
BGE was looking for easier ways of managing its overall workforce, while optimizing the scheduling and dispatch of field resources. It wanted a global view of all current work to enhance efficiency and customer service. It also wanted the ability to schedule customer appointments more accurately, despite receiving work orders from a variety of host systems.
Keeping pace with technology, the utility sought to send dispatch orders to field personnel via wireless communication and report the performance metrics of field resources in a consistent manner. Moreover, BGE asked CGI to help it improve the effectiveness of its response to emergencies, especially during storm operations.
And finally, BGE had a short period of time in which to implement the project and hoped that CGI could fast track the system implementation.
“Considering the critical nature of gas emergencies, state-of-the-art technology is indispensable. CGI’s Mobile Workforce Management solution helps us improve the overall efficiency and safety of our dispatch operations, allowing for quicker response and more efficient use of our field personnel,” said Mark P. Huston, vice president of electric transmission and distribution for BGE.
The Strategy
CGI and BGE put together a project team with subject matter expertise and credibility across all target business units. This team of professionals set out to develop a single mobile dispatch system and architecture to meet the diverse needs of its client. In fact, mobile dispatch product requirements conducive to enterprise-wide implementation were developed to allow BGE to apply the system to a number of different departments (gas, electric, outdoor lighting, field collections, etc.).
A high degree of self-sufficiency was built into the implementation and support of the product. Tools were included to permit company representatives to add or change business units, users, order types, parameters, etc., as necessary to expand or update the application for use by various business units. The system would have the ability to independently perform specification, coding and testing activities, completion reports and associated validation rules. And consistent mechanisms were established to allow customer service representatives to initiate and view the status of orders.
Mark Huston added: "The solution's user interface is the best fit for our needs because of its usability, logical flow, configurability and maturity. It is the enabling technology we required to fully achieve the specific needs and objectives of each business unit within BGE."
Given the broad scope of the project and the tight deadlines, CGI ensured that solid communication links were developed between the two companies and within the project team. Weekly conference calls were held to review project items and ensure all tasks were on track and potential problems flagged and resolved. The team was rigorous in its production of project reports, and invaluable support was provided from senior levels of both BGE and CGI. Of particular benefit to CGI was the dedication and professionalism of the BGE project team members. This high level of teamwork proved invaluable.
The Technology
- Full API tool set
- PragmaCAD – Automated dispatch and scheduling module
- Database servers: Oracle 9i
- Languages/Tools: XMLAPI
- IBM MQ Series integration bus
- CAD Event links for custom code
- SkyVIEW – GPS Tracking and Reporting
The Results
Implementation of CGI’s Mobile Dispatch System has provided BGE with numerous benefits. The company has realized financial savings through the avoidance of excess costs. Communications and updates now get to the company’s fleet of trucks within minutes and in real time, and this accuracy of information has enhanced customer service. It has also decreased service restoration time while increasing employee and public safety. BGE can control its new system according to its needs, which makes it able to respond rapidly to any changes in regulatory changes.
“The CGI Mobile Workforce Management solution enables us to further improve our ability to respond quickly to the needs of our customers,” said Kenneth W. DeFontes, BGE’s President and CEO. “We can now provide real time status information that results in even greater responsive customer service.” |
