Utilities Field Operations

Workflow Template

Utilities Field Operations

Workflow Template

This workflow template illustrates the reception of service requests from utilities customers, and the subsequent scheduling, assignment and execution of these customer service-related orders. Purchase and download this template in PDF, PowerPoint (PPT) and Visio (VSD) formats. You can customize it to fit your own organization, or simply use it to better understand Utilities Field Operations and customer service processes.

Related KPIs : Net Promoter Score (NPS), Percentage of Work Orders Completed On-Time, Percentage of Utilities Customer Complaints Resolved Within 50 Days, System Average Interruption Duration Index (SAIDI), System Average Interruption Frequency Index (SAIFI)

What is Utilities Field Operations?

Utilities Field Operations refers to a set of connected processes designed to fulfill requests from utilities customers. The process is triggered by a call from a utilities customer, usually accepted in a call center by a utilities customer service representative, or call center agent. The agent enters the details of the request into a customer service system. Field technician dispatchers will then inspect the log of all customer requests, or work orders, and schedule them for completion based on severity and order of receipt. Field operations supervisors/managers then pass these pre-scheduled work orders out to their team of field technicians. Field technicians receive the and fulfill the work orders on a daily basis, updating the system when a job has been completed, or when a job must be delayed due to various issues (customer not home, etc.).

Download a Sample Utilities Field Operations

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