Utilities Field Operations
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
Frequently Asked Questions
Q: How do you create your Workflow Templates?
A: From real-world consulting engagements with Fortune 500 leaders. We’ve spent 25 years analyzing operations at hundreds of leading companies worldwide, documenting thousands of business processes at precise levels of detail. We’ve anonymized this data—drawn from millions of dollars’ worth of consulting assignments—and have made it available to you in easy-to-use templates at affordable OpsDog prices.
Q: What can a Workflow Template do for me?
A: Boost productivity, efficiency, and service levels! Broken business processes—marked by manual workarounds, downtime, and errors—are all too common. Many businesses write off this waste as “the cost of doing business.” But you know better than that! Simply select the OpsDog Workflow Template that best fits your situation, tweak it to your liking, and then use it to train employees, identify process improvements, inform an IT project, or re-design a workflow. That’s a lot of power in your hands, cheap!
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A: Heck yes. Our analysts would be happy to provide you with a more detailed Workflow Template than what we offer for instant download. We can also develop an entirely new, customized Workflow Template to fit your business; we specialize in this stuff and would love to help you! Simply email us (firstname.lastname@example.org) or call us at 866.650.2888 and one of our friendly professionals will be happy to answer all your questions.