CASE STUDY ABU DHaBI DISTRIBUTION COMPaNY (ADDC) ENHaNcES PROdUcTIVITY, dRIVES EFFIcIENcIES aNd IMPROVES cUSTOMER SERVIcE

ABu DHaBI DIstRIButION COMPaNy (ADDC) eNHaNces PROductIVIty, dRIVes eFFIcIeNcIes aNd IMPROVes custOMeR seRVIce WItH MOBILe cOMPutING

ADDC ADDC is owned by the Abu Dhabi Water and Electricity Authority (ADDC). It is responsible for distributing water and electricity services to all customers in the Emirate of Abu Dhabi (excluding the Al Ain region) with a customer base covering in excess of 400,000 agreements for water and electricity supply. It has the vision to become a leading water and electricity company comparable with the best in the world. It is relentlessly focused on developing, maintaining and operating a reliable, secure, safe and cost effective distribution system in Abu-Dhabi and providing services that meet or exceed its customers expectations. Its employees are committed to operating ethically and with integrity at all times whilst the business believes in upholding the highest levels of corporate and social responsibility. CHaLLeNGe
Driving efciencies and productivity
ADDC is focused on become one of the worlds best water and electricity companies with a commitment to delivering excellent customer service. As part of this drive, it identied the need to deploy mobile computing to improve the customer experience, and enhance productivity to efciently meet increasing demand for its services in the Emirate of Abu Dhabi and its surrounds.

CUSTOMER PROFILE Company Abu Dhabi Distribution Company (ADDC) Location Abu-Dhabi UAE Industry Water and Electricity Distribution Motorola Products MC55, MC70 and MC75 handheld mobile computers Partner Data Capture Systems

CASE STUDY ABU DHaBI DISTRIBUTION COMPaNY (ADDC) ENHaNcES PROdUcTIVITY, dRIVES EFFIcIENcIES aNd IMPROVES cUSTOMER SERVIcE

With Data Capture Systems, weve equipped our eld teams with Motorola handheld computers, integrated with back ofce systems. The technology is delivering a range of benets. For instance, the productivity of staff reading meters has improved by 47 percent. Also, the greater accuracy achieved by electronic data has markedly reduced the number of bill queries from customers. The technology drives operating efciencies, accommodates a high-pace of growth in our business, and ensures we deliver quality services to customers.
Engg. Nasr Aziz, Head of Meter Installation and Maintenance Section, Abu Dhabi Distribution Co. / Water and Electricity Authority

THE SOLUTION

Electronic data collation and job management

Data Capture Systems worked hand in glove with ADDC to deploy Motorola handheld mobile computers to its eld teams. The devices run Windows Mobile applications (designed by Data Capture Systems) and enable the real-time or close to real-time ow of data across the organisation and into key business information systems. These include the Oracle Customer Care and the Billing System used by ADDC.

THE BUSINESS VALUE

Doing more in the same time window
Efciencies are generated across the business. The Field Activity Team and the Meter Reading team are all reporting signicant performance and productivity gains. Up to 47 percent in the case of meter readers based on the number of meters read month-by-month. Improvements stem from optimized work schedules, faster and more accurate data capture, the ability to create reports on the y, and the fact that duplication has been removed from processes; teams can transfer data from the eld or simply connect their computer to docking stations at the days end to transfer information without needing to key it in from notes.

Application(s ) Data capture : a range of electronic processes are supported e.g. meter reading Job allocation : optimized work schedules, downloaded to devices, make the best use of resources Data transfer : teams easily populate business information systems by sending data from the eld or by tting devices into cradles back at base Identication : engineers can scan bar codes xed to equipment to ensure theyre at the right site Quality control : certain activities such as resetting meters have to be validated by head ofce, with the request sent from the eld using the device Benets Enhanced customer service : bills are more timely and accurate Enhanced productivity : all eld teams report productivity benefits by as much as 47 percent for the meter reading operation Improved information : data is collated faster, is of a higher quality, and is available in real or close to real-time Improved performance : engineers have access through the device to manuals and information to assist them to solve problems quickly and efciently

High-growth business
ADDC serves over 400,000 customers across 67,340 square kms. Alongside the geographic challenges of overseeing equipment across such a wide area, the company is experiencing strong demand from new customers. These factors underpin its aim to become the regions rst, fully automated utility. Says Engg. Nasr Aziz, We embrace new technology and have set out to automate our operations to help teams be as productive as possible and drive efciencies across the business. The ultimate goal is to ensure we seamlessly accommodate exceptional growth in demand for our services. As part of this drive, ADDC sought to replace paperbased processes with mobile computers that to help drive productivity across its eld teams.

Search for the optimum mobile computing technology

ADDC undertook a tender process to select a specialist partner to complement its own strong in-house IT capabilities. It opted to work with Data Capture Systems specialists in helping business optimize the way information is collated and used to reduce costs, and enhance performance.

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CASE STUDY ABU DHaBI DISTRIBUTION COMPaNY (ADDC) ENHaNcES PROdUcTIVITY, dRIVES EFFIcIENcIES aNd IMPROVES cUSTOMER SERVIcE

Eng. Nasr Aziz, Head of Meter Installation & Maintenance Section; Says We opted to work with Data Capture Systems because it has a strong track record in mobile computing. The expertise is comprehensive - spanning handheld devices, writing mobile applications and coding for integration with back office systems all of which were central to making our deployment a success. With the mobile computers, Data Capture Systems advised ADDC to deploy Motorola devices. Says Pawan Singh, DCS Abu Dhabi - Branch Manager: The Motorola devices are the most robust available and can cope with the extremes of humidity, heat, dust and, drops and knocks, commensurate with the ADDC deployment. The products also offer versatile features including data capture, wireless connectivity, camera, and printing options that support a wide range of applications. ADDC tested the units and gave the go-ahead to provide end users with Motorola kit. This decision also inuenced integration with back ofce systems as the devices work with Windows Mobile 6.0, which also supports both Arabic and English languages.

with a list of the days customers and an optimized route. Teams can collect data using an optical probe that automatically retrieves the meter serial number and reading. Teams can also make notes e.g. detailing damage or requesting maintenance. All details are stored on the MC70 and are transferred to billing systems using Ethernet/network cradles at the days end to automate the bill creation process. Faster and accurate reading means teams achieve more: productivity is up by 47 percent. Moreover, customers receive precise and timely bills; the number of queried invoices has dropped markedly saving ADDC time and money.

Field Activity Team:

The Field Activity team use 200 MC75 handheld computers to also receive job schedules at the start of each day. The devices are constant companions as the eld teams visit damaged / faulty meters, manage connection, disconnections and resets, and conduct maintenance. Using the devices personnel can report on activity with all data transferred to back ofce systems using GPRS and where applicable Field Activity Systems are automatically created. New jobs can also be assigned to technicians in the eld. The devices are helping teams achieve many more site visits per day, and ensure that consistent quality information is collected by eld teams for use by the business. Concluding with his overall take on the deployment Eng. Nasr Aziz says: We are very pleased with the technology. Its helping us better prepare work schedules, provide information to teams at the point of service delivery to enhance their work, and save time by accurately recording and making data available in realtime or close to real-time across the business. Customer service is improved our billing is much more timely and accurate. But perhaps most importantly, were achieving more in the same timeframe this is critical to our business as were better prepared to meet the growing demand for our services.

Systems integration
Data Capture Systems developed Windows Mobile applications for the devices. The interfaces and forms enable teams to simply access or record the information they need. Data is connected using Ethernet or network cradles (in the ofce) and is automatically uploaded to the ORACLE database and Customer Care and Billing System. The familiar Windows operation has seen the system quickly embraced by users and its delivering key benets.

Performance and productivity

The technology is used by two ADDC teams including:

Meter reading:
Using the rugged MC70 device supplied to 120 team members meter readers no longer carry a paper register. At the start of each shift, theyre provided

For more information on how Motorolas MC55, MC70 and MC75 mobile handheld computers can improve your eld sales and eld services operations, please visit us on the web at www.motorola.com or access our global contact directory at www.motorola.com/enterprisemobility/contactus
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