Multi-utility suppliers: Top 3 challenges for field managers
Posted on June 6, 2017 by Charlie Gilbert & Mike Pascoe
Many speakers at this year’s Utility Week Live focused on the concept of future customers having their full range of utility services provided by one supplier.
Combined services are already available from some suppliers in gas, electricity and broadband, and this trend for multi-utility offers could really take off if the domestic water market opens up.
In terms of operational service functions, multi-utility offerings will present some challenges. We believe that now is a good time for organisations in this industry to start investigating how this could impact their field operation, and modelling potential scenarios.
What areas should utilities focus on to prepare for changes?
1. Skills
If you plan to supply multiple services, your field teams will need to take on a diverse range of skills. Cross-skilling or outsourcing will be the most popular ways to alleviate the impact of this transformation.
Insights from our projects suggest that cross-skilled teams can provide a more flexible and efficient service, which makes cross-skilling a valid option if you would prefer to keep your field teams in-house. On the other hand, the need for skills specialisms and the multi-disciplinary nature of these services can create real challenges.
You wouldn’t expect an engineer to fix a leak, fit your smart meter, and diagnose a broadband uptime issue, as these are very different and specialist skills, but there may still be some opportunities for cross-skilling that present themselves in the future.
Teams dedicated to specific skills are also an option, but modelling the supply of resource to meet a theoretical demand is challenging and requires a considered, data-driven approach.
New services could be uncharted territory for operational management, so outsourcing the work to contractors or industry partners could be a viable option for many organisations.
2. Internal Structure
Many of our clients have grown through numerous acquisitions or operate with strict divisions. They often experience challenges when trying to identify efficiency opportunities between teams. The siloed nature of some of these organisations can mean that very few people in the business have a complete view of all services.
Without a complete view, you cannot clearly see where inefficiencies are. As an example, two field operatives, equally skilled but from different divisions, could visit the same street on the same day. Scale that concept across a national operation and you can begin to see the efficiency benefits of assessing performance across your divisions.
3. Changes to Demand
As the industry becomes more competitive and new entrants gain a greater share of the market, your service demand might change. Locations that were deemed ‘busy’ may now require fewer resources. Equally, as you expand into new service offerings, demand may pick up in other areas.
It is important to understand changes in demand and what they mean for your field team. A clear view of service demand should be frequently updated and assessed. This will help you keep up with change and provide the right resources in the right places.
Remember…
The industry transformation we expect over the coming years is significant. Our advice to operational management would be to thoroughly analyse your current operation, so that you are in a good place to properly model your proposed scenarios. Modelling scenarios with operational data can help you make more informed decisions about change, and better understand what it could mean for your service delivery.
If you are looking to measure the impact of transformation on your field operation, or have any questions about how you can better plan for the future, call our team today on 0121 232 8050.
