In this project, Wialon helped to power a new digital center for handling the maintenance teams of the major electricity provider.
Read the article to know how GGRCO, the Wialon partner, managed to rebuild the whole maintenance dispatching system to achieve such impressive results for the project with 1 million subscribers that it is now planned to use the solution across the whole country.
EPDC (Electric Power Development Company) is a subsidiary of Tavanir (electricity power generation, transmission, and distribution company) that provides low and medium voltage electricity networks across the country. 121, the emergency services department of the EPDC, is responsible for handling subscriber requests when there is a problem, disturbance, malfunction or accident in the field of electricity.
EPDC was previously using Wialon just for tracking its field vehicles. But that time, they needed to improve the efficiency of the 121 department and asked our partner GGRCO to develop a solution for that goal.
The main challenge was the manual radio dispatching. An emergency dispatcher had to get all information from subscribers via calls and dispatched the field team via radio. Thus, the dispatcher received detailed feedback from the caller and was looking for an appropriate emergency response team by hand.
Because of the manual process, there were many problems such as retrieving the incorrect info about the accident, inadequate dispatches, delays because of various reasons, wrong accident locations, absence of the subscriber on the location, and last but not least – the system did not have any reports to check the productivity of the field teams.
As the operator performed all the processes manually, several telephone lines were needed. Sometimes, due to busy lines, the subscriber waited a long time or had no opportunity to provide a report.
All these things needed to be fixed to provide subscribers with fast and effective maintenance services.
Just employing telematics wasn’t enough for the project and the whole system has been rebuilt to a digital dispatching platform.
First, the manual phone-radio process was automated. Now, a subscriber informs about the problem via telephone. The subscriber ID and all other data including the subscriber location are automatically loaded, and a task is created.
Then, the system checks the accident category, location, priority (based on predefined priorities for each category) and compares them with the field team parameters, and assigns it to the best-matched team.
The system shows the location of the issues
There are 500 field teams, and each team consists of up to 4 people (engineers and drivers) and a vehicle. Each field team has a vehicle equipped with a tracker. The location data of the team is transferred from the tracker to Wialon, as well as the route, speed and many other parameters of the trip. All communications with field teams are done in their Android application developed by GGRCO. There is also an application that communicates with the EPDC telephony system and the Wialon server.
This is how the mobile app used by field teams looks
From task creating to completing, any field team activity is reflected in the system. Here are just a couple of features implemented (while there is a lot more to cover the whole process).
The result of this solution implemented are impressive and cover all the effectiveness parameters:
The list of issues with the statuses and reports
Here’s what an EPDC representative gets to say about the results of the project:
“On behalf of EPDC, we would like to thank GGRCO for their professional team and product and implementing the smartening of the failure system in the emergency service department of the EPDC. The conversion of radio dispatching into digital dispatching systems and updating the transportation fleet of the EPDC was a great step that would not have been possible without GGRCO. Success in this project happened because of this valuable service and activities by GGRCO. We thanks them for improving the customer service productivity of EPDC.”
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