Utilities Field Service
Schedule, route, and equip utility field operations to complete service activities—including planned appointments, emergency responses, and more—at a customer’s home, office, or any installed asset location.
Gartner® recognized Oracle as a Representative Vendor in its latest 2024 Market Guide.
Digital-first field service tools for the unique needs of today’s utility customers
Get your crews where they need to be
Ensure on-time arrivals, reduce distance driven, eliminate unnecessary truck rolls, and complete more jobs per day with an AI-driven scheduling and routing engine.
Optimize day-to-day field operations
Manage your teams from a single user interface with multiple real-time views of all field activities. Reassign jobs, set rules for scheduling segments in long-cycle activities, and share reports that capture important metrics and KPIs.
Scale your service best practices
Deliver consistent outcomes with prebuilt workflows for new service connections, outage restoration, gas leaks, emergency response calls, daily maintenance and asset inspection, mutual aid agreements, and more.
Improve first-time resolution rates
Give your teams powerful mobile tools for completing service activities, including access to knowledge articles and video collaboration with expert support, plus digital assistants that help mobile workers order, receive, transfer, and reserve parts and tools.
Keep your customers informed
Send notifications to customers via email or SMS, and give them real-time visibility of mobile worker arrival status with options for rescheduling service activities with Where’s My Technician.
Monitor network assets and proactively address issues
Track the real-time location, health, and use of your Internet of Things connected assets, and automatically initiate self-healing routines and schedule field service activities if an issue arises.
“We were looking for a specific solution to enable us to compete in this market and wanted a strong partner committed to innovation. Our legacy system had many challenges, and we wanted to provide customers and clients with reliable information, along with personalized offerings. Oracle is the best long-term partner to help solve our toughest problems.”
Ricardo Sierra
Chief Executive Officer, Celsia
See how our utility customers use field service solutions
Product tour—Oracle Utilities Work and Asset Cloud Service with Oracle Field Service
One comprehensive platform for work and asset management and field service for utilities
One platform for asset management and field work
Legacy asset management systems were not designed for the challenges facing utilities today. Siloed systems managing asset inventory and field work don’t give water, gas, and electric utilities the flexibility and proactive capabilities required to meet today’s challenges.
The out-of-the-box integrations of Oracle Utilities Work and Asset Cloud Service (WACS) and Oracle Field Service provide a single comprehensive platform for managing both your assets and your field service workforce.
Work and Asset Management Cloud capabilities
Oracle Work and Asset Management Cloud is an industry-leading enterprise asset management solution that helps electric, water, and gas utilities maintain and mange utility-owned assets. This end-to-end solution delivers mission-critical benefits, enabling you to:
- Drive down maintenance costs by increasing proactive work levels
- Harness real-time asset condition monitoring to improve capital planning
- Ensure projects are prioritized and managed according to business value
Key features include:
- Support for all asset types
- Asset condition assessment
- Automated situational maintenance
- Maintenance history automation
- Single system asset data repository
Proactively identify at-risk assets
Prebuilt visualizations and analytics enable you to clearly view asset status to take preventative action, reducing downtime, operational costs, and risk from unsafe equipment.
Asset inspection is planned and approved
Easy-to-use maintenance job templates and work orders for common or frequently used repairs or inspections enable you to automate the planning of equipment maintenance, reducing asset failure and maintenance costs while optimizing equipment availability.
Here, an asset inspection is planned and approved to be executed based on the automated template.
Orders move seamlessly from Work and Asset Cloud to Oracle Field Service
Once approved, the work order is passed from Oracle WACS into Oracle Field Service for scheduling and dispatch. Oracle Field Service is an industry-leading, cloud-based field service management solution.
Key features include:
- Management, scheduling, routing, and optimization capabilities
- Field capacity and quota planning for resource utilization and booking
- Real-time traffic and street-level routing
- Technician mobility, enablement, and collaboration tools
- Contingent worker support for hybrid and third-party workforces
- Where’s My Technician tracking
- Digital Assistant support
The work is scheduled and dispatched, and the customer is notified
Oracle Field Service uses embedded, predictive AI to schedule a technician whose skill set and schedule best fit the task while also optimizing their route to the job.
Here, Field Service has scheduled and dispatched a technician. The Where’s My Technician feature provides customers with real-time visibility and timely updates via email or SMS throughout the scheduled field service activity.
The crew is dispatched and resources are reviewed
The field crew is dispatched to perform the inspection. The equipment and material required to complete the task are reviewed and finalized. All the equipment and asset management data is integrated into Work and Asset Cloud.
Optimal route to job
Field Service tracks field workers progress along their routes to improve safety, increase on-time arrivals, and reduce the distance driven.
Asset inspection
With preconfigured inspection forms, field technicians can complete the most relevant fields for the task at hand.
Complete work on mobile
Field Service includes an industry-leading hybrid mobile app with configurable workflows, complete offline availability, and powerful, configurable forms.
Final overview and customer notified
Dispatchers can see that the work has completed, and the customers are notified that the work has been finished.
The industry’s most complete work and asset management solution
In an industry facing increased cost, tighter budgets, and more extreme external factors, the value of a seamlessly integrated work management solution is greater than ever
Find resources and more
See how Oracle’s solutions work together
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Check out our field service solution
Take the asset-based field service quick tour.
Extending asset lifecycles across your network
Read the field service for utility operations ebook.
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