| | August 20208tilities perform a variety of field work, including construction, repair, maintenance and customer service. In this article, we will focus on customer service, but it is worth noting that utilities have been breaking down the barriers between departments and many field service technicians perform multiple types of work. Although most utilities have all but turned the corner on the aging workforce issue of the past, attracting and retaining the next generation of field worker is the latest challenge. This next generation comes with certain technology expectations that utilities are striving to live up to in a complex heterogeneous technology environment. As much as we as consumers perceive that apps are the answer to many technology needs, the utility technology environment and business processes just don't lend themselves to an app solving the entire problem.Let's take a look at one relatively simple scenario to illustrate the challenge: replacement of a residential gas meter. In this scenario, one or more customer communications via one or more channels is generally made to inform the customer of the pending meter change. This may include Customer Relationship Management (CRM) and the Customer Information System (CIS). The channels could include outbound voice call via IVR, customer self-service portal and/or information provided on an electronic or printed bill. All of these technologies are required before we even roll a truck to perform the service! And, information from many of them will be required in the field at the time of service.In order to plan to perform the service we will need a service management solution to create the service order, a scheduling tool to target the date and time and, possibly, allow for TECH CONVERGENCE: ENABLE, DON'T OVERWHELM FIELD SERVICEDennis KurlandskiDENNIS KURLANDSKI, MANAGING DIRECTOR ­ FINANCE AND ASSET PERFORMANCE MANAGEMENT, UTEGRATIONUIN MYOPINION
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