Earlier this week I had the pleasure of visiting the Double Tree Hilton Hotel in Aberdeen, the Energy capital of Europe, for the latest Microsoft UK oil & gas sector event. This particular summit was arranged to showcase mobile applications and device solutions for mobile and field-based users.
Delegates attended received the unique opportunity to learn about best practice and business benefits of industry specific mobile solutions; through technology demos, case studies, and speaker sessions from industry experts and Microsoft’s senior executives. The programme included,
- Peter Ferry, Commercial Customer and Partner Lead Scotland at Microsoft
- Chris Forrest, Head of Financial Services UK and Director of Microsoft Scotland
- Dr. Pip Fox, Microsoft UK Energy and Utilities Industry Lead
- Steve Reynolds, Mobile Data Association President
- Andy Ord, Microsoft Most Valued Professional and Solution Architect at BT Engage IT
- Cross-industry Customer stories from ScottishPower, McCurrach and others
- Expert panel Q&A session
- Mobile devices for the Boardroom, the Field and the Rig will also be available for demonstration
Was delighted to present and be a member of the expert panel during the day, it is always flattering to get asked by Microsoft for support. However when the brief for this event arrived I recognised the challenge ahead, requirements as follows,
“Present an engaging and entertaining session on the merits of Microsoft Windows 8, communication and mobility solutions within the oil & gas sector. You will be presented on a cold frosty December day, at a hotel near the windy beach, for a group of experienced professionals and finally we won’t be catering for local delicacies, no Aberdeen butteries being served during the breaks.”
No pressure then!!!!
My initial fears were quickly forgotten when I arrived at the venue and could see so many people in attendance from a variety of industry operators and service providers. The partner expo venue was very impressive, showcasing real-world examples of devices and solutions pertinent to this industry sector.
Peter Ferry
Both Peter Ferry and Chris Forrest opened proceedings. Although Chris is relatively new in post as the Director of Microsoft Scotland it was great hearing that he could see the importance of this region. Also it had not gone unnoticed the good work both Microsoft and their partner community have been doing in the oil & gas sector.
Chris Forrest
First up for a presentation was poor Dr. Pip Fox, the UK Energy and Utilities Industry Lead at Microsoft. I say poor as large quantities of Lemsip couldn’t help overcome the flu so it was a marvel she made it and contributed so well during the day. It would be rather unfair uploading a picture of Pip in action being so unwell, so I snapped the audience instead (just kidding and get well soon Pip).
Pip shared with the audience market trends regarding enterprise mobility and the importance of embracing a strategy to remain competitive. It was great hearing how so many customers in this sector are adopting new ways of working with Microsoft solutions.
Next up was Steve Reynolds from the Mobile Data Association. Steve has been a leading expert within field mobility for over 20 years. A qualified Electronics Engineer, Steve became involved with the design and development of field mobility solutions in 1980’s. One of his early innovations was utilising the potential that mobility solutions offered to the field service sector. He worked with some major clients (including Rank Xerox and British Gas) on what were landmark projects with handheld computers and wireless communications.
Steve is the President of the Mobile Data Association, which is the forum for the mobile data industry in the UK and Europe. His responsibilities there include strategic direction, corporate adoption of mobility solutions, and industry forums. Such is Steve’s reputation within the industry for pioneering work and outstanding knowledge that he is frequently invited to speak at prestigious industry events.
With more connected handsets than the global population of 7 billion, it should come as no surprise that the rapid uptake of smartphone and tablet devices is having a profound effect in the corporate space today. The increasing sophistication of low cost mobile devices represents great opportunities for businesses to capture reliable, immediate data. The latest enterprise-ready smartphones are making it even easier for businesses in all industries take advantage of their rich data sources.
Global smartphone sales continue on their upward trajectory, and tablet shipments tell a similar story. This consumerisation of mobile technology is accelerating uptake in the world of business. Where previously smartphones and tablets were the preserve of the executive, today we see devices across the entire workforce spectrum, most notably for task-orientated personnel.
Steve shared how this trend can be embraced in the energy sector. Data harvested by the mobile workforce is the critical link in the chain, along with location awareness which enriches BI. I agree with Steve it gives a new dimension to BI, driven by the accuracy and immediacy unique to real-time and, vitally, utilises the cloud to connect information from spreadsheets and existing management systems with information from fieldworkers.
Mobile also gives us access to new types of information, such as geographical and telematic data, adding further value and insight to BI. Using BI tools which integrate mobile data, you can troubleshoot inefficiencies, identify fresh opportunities and make proactive decisions to ensure lean, robust business processes; all in matter of moments, not months. Being able to innovate and adapt with such unprecedented speed is a prized commodity at a time when economic stagnation is the new normal. As mobile technology continues to flourish in the consumer and corporate spaces, so too will mobile data drive BI.
Next up was my good self. Being the only thing between our audience and refreshments I hope my presentation regarding embracing Microsoft solutions (Windows, communication and management) can drive workforce enablement was both engaging and relevant. Using a case study within my organisation, our BT OpenReach field engineering team, I shared where we have seen great benefits in adopting the latest Microsoft offerings, particularly for mobile and field based information workers.
Our Business Challenge
Each day, BT helps millions of people communicate, do business, entertain themselves, and be informed. To support its customers, more than 6,000 OpenReach field engineers work in the field to provide critical provisioning and repair services for BT.
However, these engineers worked with outdated Windows XP laptops that hindered customer service. The laptops took a long time to start and were cumbersome. Establishing Internet connectivity was a recurring problem as engineers went from job to job in different neighbourhoods. Engineers needed access to line-of-business applications and customer details many times a day to do their work. Yet, accessing the corporate network was a time-consuming process that required one-time passwords, a smart card, and a lengthy security protocol. Often, as engineers switched between applications, the software would stop responding, forcing repeated restarts.
Anthony Fagan, Technical Coach for OpenReach at BT, reports that OpenReach workers had their laptops repaired frequently. “Computer problems meant downtime and reduced efficiency,” says Fagan. “People wasted time waiting for their laptops to get fixed before they could get back out in the field.”
To boost on-the-road productivity and provide better customer service, BT needed a more modern mobile computing platform that would reflect positively on the company. “When engineers show up to repair frustrated customers’ telecommunication services, it’s critical that they have the right equipment to do the job and that they portray a professional image to customers,” says Martin Holloway, General Manager, Field Engineering, OpenReach at BT. So my presentation was based upon how we improved productivity, increased customer satisfaction and embraced the latest generation of devices available in the Microsoft eco-system.
Our Solution
BT adopted the latest windows operating system from Microsoft to provide its field engineers with the fast, reliable computing experience they need. “Engineers wanted a convertible device that was rugged enough to work on-site and also useful at home, so they could access pay slips and online trainings,” says Peter Scott, Director of End User Technology and Security at BT. “They wanted to know that when they were in the field, the device would run software reliably. They also wanted touch computing, fast startup times, and easy, reliable connectivity. We showed them Windows and Android devices as well as iPads. Everyone agreed: a Windows 8 convertible device gave us a zero compromise PC experience.”
IT staff liked that mobile devices running the Windows 8 operating system could be easily managed and secured using Microsoft System Center 2012 Configuration Manager. “We wanted to take advantage of our investments and it was a benefit to know that we had the technology to keep the new devices updated and compliant with our update and security policies,” says Scott.
BT can help keep customer data secure on the mobile devices by using BitLocker encryption technology in Windows 8 and a Virtual Smart Card for engineers to authenticate to the network. The company chose the Panasonic Toughbook CF-C1, which has the Trusted Platform Module (TPM) chip required to use virtual smart card technology. “With Windows 8, we can help our engineers have a productive, flexible workstyle that also has enhanced security and manageability capabilities: the best of both worlds,” says Scott. “And we can build Windows Store apps to improve both customer service and engineers’ work experience.”
Before I tell you more about the benefits hear what one of the field engineering team thinks in this short video.
Benefits
By deploying Windows 8, BT introduced a new level of mobility and productivity for its field service engineers. These field workers are using the new computing platform to provide top-level customer service that’s setting BT apart from its competitors through efficient, responsive customer service. “We constantly challenge ourselves to reduce costs, improve efficiency, stay on top of security, and deliver a great experience for our employees,” says Scott. “With Windows 8, we accomplished all this at the same time.”
BT has gained the following benefits,
Boosted productivity. OpenReach engineers are completing more jobs per day and to a higher standard than ever before. “The fantastic start time and performance of the Windows 8 devices, along with a long battery life, has transformed the productivity of our engineers,” says Scott. “With all the information they need at their fingertips, engineers are getting through more jobs per week.”
Reduced operational costs. Improved productivity will help reduce costs as the company expands its offerings. “We would have hired more engineers to deliver new products, but because our existing staff is working more productively with the Windows 8 devices, we’ve scaled back on expected labor costs,” says Holloway.
Improved customer relations. BT is already developing apps for its Windows 8 devices to add value to its new mobility platform. “It’s sometimes difficult to get final approval and collect signatures to confirm that work was completed,” says Holloway. “We have a new app that the engineer can use to demonstrate to the customer what’s been done at the point of service. It’s easy to confirm that the issue has been solved so the customer is more satisfied.”
Provided devices that engineers love. Engineers used to be frustrated with their laptops, but that has changed. “I love that my Windows 8 device helps me deliver better workmanship on the job,” says Fagan. “And I can take it home and use the stylus or the keyboard for personal computing. It’s adaptable and reliable and it’s made our lives so much easier!”
Key takeaways for the audience which I’m glad were also reinforced during the other presentations are as follows,
Engage the information worker. We made use of “hot houses” where we facilitated business users in a location, understanding their needs and offering solutions so the business user, not IT, could make informed choices.
Deliver a Pilot and qualify criteria for success. Adopting any new technology is complex and it is important you can understand how it will be embraced within your organisation.
Accelerate adoption. Make use of the experienced Microsoft partner community is key for accelerating the adoption of new solutions with the minimum of risk.
One product alone is not the answer: I joked during the session as my waistline shows I like a cake on occasion. In my case study example Windows 8 is the cake, the rest of the Microsoft portfolio is the icing on top!!! Not only have we delivered staff benefits of Windows 8 but they can consume communication and collaboration services via Lync, SharePoint and Exchange. Furthermore who is best placed to develop a management solution for Microsoft solutions? That’s right Microsoft System Center is capable of delivering rich and proactive management of your environment, from the device (laptop, tablet, desktop, mobile) to the application layer.
Trust you find the following short video provides a useful summary of what I shared with the audience during my session.
After another break further presentations were made showcasing similar challenges and solutions at both ScottishPower and McCurrach. These presentations were delivered by the chaps at IRW Systems, an expert provider of custom software solutions located in Scotland.
Finally before we returned into the partner expo arena for a spot of lunch the floor was opened up for an interesting “ask the Expert” panel session. No such thing as a “free lunch” so was delighted to be called up as a member of the panel. I always find these sessions very informative and it was great hearing not only answers from the panel but industry peers commenting on questions from the floor as well.
Recommended Calls to Action,
- See and test drive Microsoft solutions via a Customer Immersion Experience
- Understand the benefits via a business value assessment
- Accelerate adoption via a Design & Planning service
Questions for you,
- Would making your mobile and field based staff more productive improve business results and profits?
- When finding talented staff is such a challenge, will improving communication and collaboration within your business help attract/retain staff within your organisation?
- What solutions do you have in place that drives workforce enablement today and how do they compare to what Microsoft offer?
- Is accessing the information and services you need easy within your business?
- Could mobility and location awareness improve existing business processes?
- Do you work in harsh environments and benefit from the latest range of rugged industry specific devices?
- Is there a mobility strategy within your business?
- What other business challenges can Microsoft and the partner community help you resolve?
Special thanks to everyone in Microsoft that pulled together this event. Also thanks to all the partners involved making it such an interesting oil & gas event and showcasing demos from Technology partners including Sigma Seven, IRW Solutions, ESRI, OSIsoft, Aveva, TBS Mobility, Accenture, Avanade, Iconics and eBECS
