February 2013 - The Confluence Group and Denver Water publish article on mobile work management benefits

Submitted by cgadmin on Sat, 02/02/2013 - 16:44

Confluence Group publishes article in AWWA Journal

Denver Water and The Confluence Group publish findings on benefits from field force mobilization

In February 2013, The Confluence Group and Denver Water published article 3 in a series relating to mobile work management benefits, project management, and outcomes assessments. The article can be found in the February 2013 edition of the AWWA Journal. This third article focused specifically on how Denver Water Customer Service Field Operations was able to make huge advancements in efficiency while at the same time improving customer care for the ratepayers in Denver.

The article underscores:

30% Denver Water fleet mileage reduction in the first year - Denver Water was able to reduce miles traveled by almost one third the first year.

Three-year ROI was proved with conservative measures in many areas - The following table includes a partial list of quantifiable benefits. Once the ROI was proved, there was no need for further quantification.

Benefit Area	First Year Savings
Call Center Field Activity Increased Efficiency	$21,889
Call Center Follow-up Work Increase Efficiency	$2,736
Call Center Overhead Reduction	$158
Field Technician Documentation Reduction	$123,273
Field Technician Monthly Report Compilation Increased Efficiency	$278
Call Center & Field Technician Printing Cost Reduction	$7,113
Field Technician Underutilization	$23,481
Field Technician Administrative Staff Reduction	$93,564
Total	$272,491

Customer service stories indicated remarkable Denver Water responses -

Within two weeks of going live with the system, a call received by the call center for a customer leak was dispatched to the nearest field technician and the leak was isolated within 13 minutes of the customer call. This example was detailed perfectly by the customer herself – the experience was so profound, she wrote a letter to the call center underscoring her astonishment at the responsiveness of the Denver Water field technicians. Before the system was in place, such an emergency scenario would have taken numerous radio calls to find the correct technician, wasting precious time as the customer experienced potential property damage.

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Mobile