Iberdrola USA

SAP Workforce Scheduling and

Optimization by ClickSoftware

Project Overview for

SAP Utilities Conference

September, 2013

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Overview

Technical Details

Sample Views

Current Status

Lessons Learned

About Iberdrola USA

• Iberdrola USA Operating

Companies consist of New York

State Electric and Gas (NYSEG),

Rochester Gas and Electric (RGE),

and Central Maine Power Company

(CMP).

• From New York to Maine, Iberdrola

USA utilities deliver natural gas and

electricity to nearly three million

customers across two states.

• The Click project applies to NYSEG

and RG&E only

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Project Goal

• Improve employee productivity, streamline and improve

business processes, improve electric and gas emergency

response, and enable IUSA business activities through field

automation.

– This will be accomplished for NYSEG and RG&E by

replacing the SAP MAU application with a new scheduling

and mobile solution

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Field Automation Business Needs

Current mobile functionality gaps: • MAU Syncing issues

• MAU scheduling issues for RG&E

• No mobile dispatch of Electric and Gas Trouble for NYSEG

Improve productivity through: • Optimized dispatch, scheduling and routing of work

• Real time transfer of work task details

• Electronic reporting of completed tasks

Improve Electric and Gas Emergency Response through: • Electronic dispatch to emergencies

• Event alerts for dispatchers and field workers

• Field entry of estimated restoration times

Project Overview

• Implementing ClickSoftware for NYSEG and RG&E including

modules: ClickSchedule, ClickMobile, ClickLocate and ClickAnalyze

• Scope includes meter work, meter maintenance, collections, move in

/ move out, outage and trouble.

• The impacted areas are Customer Service, Gas Operations and

Electric Operations

• ClickSchedule and ClickAnalyze will be used by Supervisors and

Managers in the impacted areas.

• 661 vehicles equipped for Click Mobile users. ½ of those users are

current MAU users; ½ are new mobile users

• Roll out January through October 2013

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Click Functionality Summary

• ClickSchedule provides automatic

scheduling of resources, improved

route optimization and real time

dispatching for unplanned work.

Integration with ESRI GIS

accomplished with ClickLocate.

• Realtime Service provides the

field user interface for receiving,

reviewing and completing assigned

work.

• ClickAnalyze provides reporting,

monitoring and analytical tools to

leverage the data produced by

Click Schedule to optimize

performance.

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Technical Details

External Resources

• System Integrator - Energy4U (parent company Atos) located in

Germany

– Specific technical expertise in Mobility, ClickSoftware and SAP

– Specific knowledge of our SAP implementation

– ClickSoftware and SAP partner relationships

– Goal oriented, confident approach based on clear understanding

of our requirements and proposed solution

– Positive vendor references

– Competitive Price

• Evora (extension of Energy4U) located in Bangalore, India

– .Net and SAP ABAP expertise located in Bangalore, India

• ClickSoftware professional services located mostly in Israel

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High Level Solution

• Customer initiated work generated from SAP CCS via notifications

created by CCS users, IVR calls and web transactions like they are

with SAP MAU

• SAP interfaces with ClickSchedule

• The crews receive their work on

Panasonic CF 19 Tough Book

computers via communications

leveraging our existing Radio IP

infrastructure and cellular

communications

• We have also introduced

ruggedized Panasonic H2 Tablets

for some users

Click IT Architecture

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SAP Integration: PI Adaptor versus SXP

Adaptor

• Two existing methods to integrate ClickSoftware with SAP. SXP is

the legacy method. Focus now is on PI.

• IUSA requirements:

We use SAP CCS notifications to process the work in the Click NY

scope of work

The decision to use notifications was made during the implementation

of CCS

Switching from notifications to orders would require a significant

amount of rework to custom code and a great deal of testing (estimate

at least 9 months effort)

Plan is that when we implement SAP CCS at CMP we would implement

SAP PI in order to support AMI functionality

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Acquiring the SXP Adaptor

• We purchased ClickSoftware via SAP Workforce Scheduling and

Optimization (WSO) package

• The WSO package we purchased included the PI adaptor not the

SXP adaptor

• There was a version of the SXP adaptor on the SAP Marketplace that

is supported with Click version 7.5.x. However, we are using Click

version 8.17

• SAP indicated they would not certify or support the SXP adaptor for

the Click 8.1.x version

• Later reached agreement to receive SXP adaptor from SAP

Marketplace and will have support for a fixed period of time

• Energy4U was able to utilize the SXP adaptor certified for the Click

7.5.x version for our integration

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GIS Integration Decision

• Click GIS integration needs

Work scheduling and assignment

Dashboard map view integrated with Click Schedule

Navigation instructions for field crews

• Options – ESRI, PTV or MapInfo

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• Pros of using ESRI

Leveraged existing ESRI environment and

licensing

Map view would be consistent for OMS

users who need to see ClickSoftware

and OMS at the same time

• Note: The ESRI adaptor from ClickSoftware

was professional services not a packaged

template

Testing results

Testing phases:

•Integration testing

•Background Optimization

testing

•Business testing

2,000 test cases executed

275 issues logged

21 open issues at go live

no category 1 (critical)

issues

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Sample views

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Click Schedule view showing ESRI

integration

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Click Schedule View of Gantt Chart

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Click Schedule – Editing a Calendar Entry

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Realtime Service (RS) aka

Click Mobile Home Screen

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Realtime Service (Click Mobile) – Detailed

Task Screen

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Realtime Service Click Mobile – Red Tag

Screen

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ClickAnalyze

Current Status – Balancing Act

• Equipment deployment to 661 vehicles complete

• 12 of 17 divisions in production, 5 Remaining divisions to be implemented

in September and October

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• Training completed

for Energy Control

Call Centers. JIT

training for Division

users at roll out.

• Working through

challenges with

automatic scheduling

results, connectivity

issues and new

mobile user

acceptance

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Lessons Learned To Date

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Energy4U feedback regarding SXP Adaptor

– OOTB extensibility is only given at specific points in the

framework which are restrictive for an implementation with

custom requirements.

– Using SAP standard extension mechanisms (mainly implicit

enhancements) E4U was able to implement the custom

enhancements required and had no show stopper issues.

– In future projects (i.e. CMP Click implementation) Energy4U

recommends using the PI adapter (as is planned for CRM)

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ClickSoftware Advisory Services worked

well

• Spec review

• Review of Dev environment installation and configuration

• Concept design discussions

• Support for ESRI adapter installation and bug fixing

• Scheduling logic configuration

• Provided sample coding for certain custom requirements

• Support on product bugs

• On site support for tuning issues escalation

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Iberdrola USA Distributed Team Feedback

regarding IT Architecture

• ClickSoftware virtualized well (running on virtual

machines)

• Initially implemented on Hyper-V 2008 environment and

migrated to Hyper-V 2012 in June

• Reused existing infrastructure for field device connectivity

(Radio IP), which minimized design and deployment

complexity

Mobile Device Selection

The Plus side

• Panasonic CF19 expertise and

track record

• Equipping vehicles (versus use of

Smartphones) provides stronger

cell communication due to

antennae in the vehicle

• Required less application redesign

• ToughBooks more feasible for our

user community

• Excellent vendor – TransCOR for

vehicle installations

Down side

• Logistics of 661 vehicles,17

Divisions across New York State

took 6 months (through bad winter)

tough on users, project team and

vendor

• Multiple points of failure between

the antennae and the keyboard in

the vehicle

• Long term maintenance and life

cycle refresh

• Panasonic H2 challenges

• Cost per user

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Automated Scheduling Challenges

• Normal to go through tuning after implementation; however, process

is frustrating for the user community

• Problem areas – same site issues, zig zag routing and schedules not

filling up

• Results difficult to measure, need subjective and objective feedback

• Careful examination required. Many reported issues were determined

to be perception versus reality

• Escalation of problem solving effort resulted in key findings for GIS

Warm Up required and implementation of scheduling area concept to

improve performance of the scheduling optimization

• Implemented tuning changes and measuring results

• Also required implementation of custom mass schedule functionality

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Deployment and On Site Support

• Original plan to migrate from MAU to Click by Division good, but

initial plan to do a full roll out in 6 consecutive weeks was completely

unrealistic

• Roll outs adjusted to give time to address scheduling challenges and

to provide more on site support for training and roll outs

• Training on site for each division a real plus for the users

• On site presence during go live week was essential to the success of

the roll outs

• Project help desk triage of issues and point of escalation

• Continuous improvement of implementation steps

• Teamwork essential to the overall success – team dynamics for such

a big and long project – forming, storming, norming, performing

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Global Team

• Team members in US: Augusta Maine, Rochester NY, Binghamton

NY + several other NY locations

• Energy4U – Munich and Bielefeld, Germany

• Evora (extension of Energy4U) – Bangalore, India

• ClickSoftware - Israel

• Benefits of working remotely far outweighed the difficulties

• Used conference calls and Web Ex for collaboration

• On site visits had to be well planned and choreographed

• Different time zones meant that someone was working all the time

• Personal note: we were able to build good friendships despite the

miles between us

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