Location Optimized Field Service

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Location Optimized Field Service
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Take Away

• IBM is the leading wireless System Integrator
  globally. LBS is a growing part.
• LBS allows any organization to leverage live
  Geospatial information.
• GIS now has to live in many areas of the
  enterprise desktop, device, and server.
• IBM Software is integrated to partners like
  Sprint BMF, MapInfo, and ESRI.
• ROI is now 3 business drivers on a single IT
  system.

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Field Service Automation

• FSA covers all technicians that regularly work
  remotely to perform a service for a customer.
  These application types are generally focused
  around an employee and the resources they employ
  to perform their job function.

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Typical FSA Industries

• Manufacturing
• Government
• Retail
• Media Entertainment
• Utilities
• Aerospace
• Automotive
• Banking
• Telco

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Business Drivers of LocationIn Field Service

• Cost of Operations
• Labor, Equipment, Insurance, and Support
• Urgency of customer request
• Customer Satisfaction
• Route Volatility

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Types of Users
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Inspection Services

• Inspection services are similar to Installation
  Services as in that they can have set routes
  assigned at the beginning of the day and take
  advantage of Route Optimization and Dynamic
  Dispatch.
• All of the user types can also benefit from
  Driver Assist services.
• Technicians that do not have a set route can
  average over an hour per day spent looking for
  assigned locations.
• Driver Assist features give drivers text driving
  directions, maps, and Points Of Interest (POI).
• Important points of interest may be fuel
  stations, repair shops, rest stops, restaurants,
  and vendor locations.

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Installation Services

• Organizations that sell goods and services that
  require professional installation require a large
  field service force to perform those services
  over a wide geographic area.
• The number of calls that a technician can perform
  per day lowers the cost per call ratio that
  measures the efficiency of the service
  organization.
• With Route Optimization, the installation calls
  for each day can be assigned drivers based on the
  most efficient route possible. If issues arise
  through out the day, the drivers can be
  reassigned by Dynamic Dispatch.
• For example, a driver with a delay could have
  their remaining calls assigned to other
  technicians based on their current location and
  progress.

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Repair Services

• Repair services are the most dynamic of the user
  types as the routes are never the same, most of
  the locations are new to the technician.
• Although routes can be assigned daily to find the
  most efficient use of available technicians via
  Route Optimization, some emergency calls can be
  added throughout the day.
• As new calls are received, they can be assigned
  based on priority via Dynamic Routing making it a
  key application.

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Emergency Dispatch

• Some industries and situations require experts
  that can be dispatched on an emergency basis.
  The Return On Investment (ROI) in Spatiotemporal
  (location / time) technologies does not always
  translate into direct revenue increases or cost
  saving. However, these types of incidents have
  such a high priority to the organization that the
  benefits are realized in the direct measurement
  of customer satisfaction, business reputation,
  and even life saving results.
• All of the aforementioned services can be
  deployed to job functions that have a high
  priority dispatch to a random or rarely visited
  location. They benefit the dispatching
  organization by finding the remote site as
  quickly as possible, sending the closest
  resource, and having constant access to the
  location of mobile resources.

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Functional Applications
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Route Optimization

• Large gains in efficiency can be gained by
  finding the most efficient routes that
  technicians can travel to perform the tasks
  assigned for a particular day. As the day
  progresses more information is made available.
  Some jobs are cancelled, some require more or
  less time on site, new high priority jobs are
  added. These factors make Route Optimization an
  On Demand need and not a daily function that is
  only performed once in the morning.
• More efficient routes ?
• ? Higher Calls / Technician lower cost of
  operations
• ? Better ability to react to high priority
  dispatch higher customer satisfaction

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Dynamic Dispatch

• The shortest distance between a technician and a
  remote call is not always the quickest route to
  assign. Dynamic Dispatch leverages routing
  technology that takes into account actual routing
  information that allow the calculation of a
  street route and an estimated driving time that
  can be compared between technicians to find the
  quickest response time.
• More effective dispatch ?
• ? Higher Calls / Technician lower cost of
  operations
• ? Better ability to react to high priority
  dispatch higher customer satisfaction
• ? Ability to charge for emergency services
  higher revenue
• ? Improved first call resolution rate lower
  cost of operations and higher customer
  satisfaction

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Driver Assist

• Driving directions are sent to drivers so they
  know how to navigate to their next assignment.
  If a driver goes astray of the initial route,
  they can with a single button request a new route
  from current location to the assigned remote
  call. Drivers also have the need for finding
  other resources such a fuel stations, repair
  shops, or just a near by restaurant for a quick
  lunch.
• More informed technician ?
• ? More efficient use of technicians time lower
  cost of operations
• ? Better access to remote services lower
  technician turnover

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Resource Tracking

• The ability to know where technicians currently
  are or where they have been over a period of time
  can provide many benefits. Managers can review
  the actual route taken by drivers to ensure that
  the most efficient routes had been used. This
  can not only serve as an important management
  tool, but could also be used to stop inventory
  shrinkage, prevent fraud, and reduce legal
  liability.
• Better tracking information ?
• ? Better management and feedback lower cost of
  operations
• ? Less legal exposure lower cost of operations
• ? Better tracking of resources to stop shrinkage
  lower cost of operations

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Business Drivers Return On Investment
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Field Service Types
Emergency Dispatch service requests are have the
highest ROI for Location due to the cost of the
resources, the urgency of the call, route
volatility, and customer satisfaction.
Investments made in Location Based Computing
should pay for themselves in relative short term.
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Field Service Repair
Standard Repair services still have expensive
cost of operations, urgency, volatility, and
customer satisfaction requirements. Location can
be used for Route Optimization to plan the most
efficient use of trucks and personnel. Location
can also be used for Dynamic Dispatch to find and
deploy the most appropriate resource based on
skills, equipment, status, and position. Location
can be employed reactively when employees and
resources are monitored real-time in GeoFencing
or periodically with Resource Tracking.
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Field Service Less Volatile
Inspections are generally to existing locations
that can be best addressed by using Route
Optimization to plan the most efficient use of
trucks and personnel. Installations are generally
to new locations where Driver Assist would help
employees find new locations and synchronize with
dispatch and customer. Most important for
Inspection and Installation operations may be the
ability to monitor employees with GeoFencing and
to ensure efficient use of resources and better
customer services via Resource Tracking.
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New Business Models From New Technology
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Comparing LBS Solutions Different technologies
AFLT AGPS
AGPS
GPS
Accuracy
Improving Performance
AFLT
Cell/ Sector
AFLT Advanced Forward Link Trilateration GPS
Global Positioning System AGPS Aided GPS
Completeness of Solution
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Sprints LBS Capabilities

• Sprint uses cell/sector, AFLT, and A-GPS
  capabilities to deliver the fastest and most
  accurate location data in the industry
• Location request triggers the sending of the cell
  sector location to the location server which in
  turns triggers a GPS update from the handset.
• AFLT and cell sector data are available to
  validate, enhance or replace satellite data to
  deliver more fixes with higher accuracy

Position Determining Equipment
Sprint Business Mobility Framework APIs
Mobile Switching Center
Autodesk
Enterprise Applications
Location Manager
Parlay X
Home Location Register
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WebSphere Everyplace Server Telecom Toolkit

• WEST Tookit allows WebSphere developers to use
  location, presence (phone available / on call /
  off), and messaging functionality in business
  applications. WebSphere developers and ISVs can
  easily drop and drag a snippet of code into their
  applications and run a test against the built in
  simulator.
• Leverage existing developer and admin skills
• Easy to integrate to new and existing apps
• Open standards

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Software Development Kit for IBM WebSphere
Studio Application Developer
Sprint network capabilities are embedded in
WebSphere Studio making it simple for existing
developers to incorporate Sprints capabilities
into current and future enterprise applications
Parameter window with help
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Sprint BMP Software Development ToolkitA
WebSphere Studio plug-in

• Leverages standard WebSphere Studio Application
  Developer (WSAD)
• Standards-based interfaces
• Based on Parlay-X Telecom Web Services
• Sprint BMP library to extend enterprise
  applications
• Developer installs on WSAD system
• Consistent with WSAD look and feel
• Includes snippets of code for Web Services calls
  to improve programmer productivity
• Take advantage of communications capabilities in
  Sprint network
• Send a message (SMS)
• Get user status (presence)
• Get user location
• Includes integrated simulator for testing
  applications on workstation
• No network connection required for initial
  application testing
• Developer publishes application to WebSphere
  Application Server
• Sprint provides configuration information for
  network connection
• Sprint BMP toolkit is be available for download
  from IBM developerWorks

Sprint BMF APIs
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Yesterdays Model
Java WAP Voice GIS Systems to build,
maintain, train, support
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Game ChangerIBM Spatiotemporal

• ROI Higher Return MWL
• Lower Investment IBM

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Prototype Solution Components

• Infowave Client Hand-Held Software
• mWorkManager, mInspect, mAsset, mTM, mDepot,
  mDocs, mWarehouse, mCustomer, mOffice
• ESRI GeoSpatial Web Services and Software
• ArcWeb Services, ArcGIS Server, ArcPad
• IBM Middleware and Services
• WebSphere Application Server (WAS),
• WebSphere Business Integrator (WBI)
• WebSphere Everyplace Connection Manager (WECM)
  5.1
• WebSphere Everyplace Access (WEA) 5.0
• DB2 DB2e
• Hardware sold through IBM and/or other channels
• Services via BCS/AIS
• Wireless Devices
• Intermec 761 A-GPS
• Treo600
• Sprint Business Mobility Framework
• Wireless Network Location Determination
• Wireless VPN

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Fleet Tracking

• Commercial on Sprint Network
• Product Features
• IS-2000 (CDMA2000)
• IS-95A/IS-95B
• Built in battery
• Built in Antennas (CDMA GPS)
• Small size 3.5 x 2.5 x 1.5
• RS232 serial port, 7 I/O connectors
• Wireless Modem (Web, Email, etc.)
• J1708, OBDII, CAN Support to send Vehicle
  Dashboard information such as speed, fuel,
  disable, or lock doors
• Determine customers final requirements/specificat
  ions
• Use the device today to determine customer
  requirements.
• Use the device today to begin testing today!
• Price 400 in Qty (10)

Sendum
VT-100 Vehicle Tracker
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Learn About Enterprise Ready LBS

• It is not just about Space and Time.
  Spatiotemporal is about new data points and how
  they will fit technically into your enterprise IT
  systems, and how it will benefit and change your
  business.
• Christian Kotscher, Atlanta
• kotscher_at_us.ibm.com
• 678-521-1695