Digitizing Utility Operations withthe TOUGHBOOK 33 and Mirata
- Case Studies
DIGITIZING UTILITY OPERATIONS WITH THE TOUGHBOOK® 33 AND MIRATA
Imagine more than 1,100 utility field workers setting out to repair power lines. They all have different mobile devices, making it challenging to collaborate and share information with each other. Some of these devices are consumer-grade and malfunction when exposed to rain and extreme temperatures. This inhibits communication and record-keeping. Despite having mobile devices, the company’s forms and records are not digitized. Employees must complete them by hand. This is a productivity nightmare and yet, it was the reality for a major natural gas and electric power distribution company operating across the Northeast United States.
The company knew they needed to advance their digital transformation by first consolidating their devices. While some employees used the TOUGHBOOK 31, others used devices from various rugged manufacturers, and the remainder worked on consumer-grade systems. The consumer-grade devices couldn’t stand up to the frequent drops, spills, and inclement weather that’s inevitable in a utility environment. Workers also needed more flexibility. While a laptop docked in a vehicle was helpful for looking up information immediately before a call, they couldn’t take the device with them to leverage that data on the job. They also couldn’t run all the applications utilities professionals need, like the mapping systems for natural gas operations. This hindered field workers’ ability to conduct maintenance and respond to issues promptly.
The frequent repairs necessary for consumer models, combined with the challenge of servicing multiple different devices, put a strain on the organization’s small in-house IT team of approximately 10 people. Managing 1,100-1,200 devices, many with different operating systems, taxed the team and left them unable to focus on strategic IT projects.
At the same time, the hundreds of paper forms complicated utility maintenance and response to issues like gas leaks. Repairing gas leaks typically takes more time given it’s a highly regulated process of checking the leak, determining how to fix it, and reporting the issue to regulatory agencies before addressing it. The lack of digitized forms made it more time consuming as the team on the ground had to wait until their managers could physically sign approval forms in-person. IT knew they needed to digitize these paper forms. But back-end solutions were costly, and it would take the team years to transfer everything over to a digital asset management database.
Given the time-sensitive, mission critical nature of their employees’ work, the organization sought a reliable, cost effective solution that would simplify and digitize workflows for years to come.
Section Title
-
Challenges
When the 1,100 field workers at a major Northeast natural gas and electric power distribution company were using a mishmash of mobile devices and paper forms, the company knew it was time for a digital upgrade. Some of the devices in rotation were consumer-grade devices that couldn’t run critical applications or stand up to the extreme weather conditions utility workers face. With a small in-house IT team of approximately 10 people servicing 1,100 – 1,200 devices across more than five different models and operating systems, they couldn’t afford to spend extensive time on repairs and downtime. Similarly, the organization’s use of paper forms made maintenance and repairs more challenging and complicated the record-keeping process. It was especially difficult for the natural gas services, which requires more paperwork due to the highly regulated process of responding to gas leaks. Managers had to sign physical approval forms before field workers could continue their repairs. Yet, digitization was not a straightforward process — backend solutions to convert their asset management database to a digital format were costly and would take years to fully implement. -
Solutions
Following an extensive trial period of testing different devices in the field, the organization decided to deploy 1,100 TOUGHBOOK 33 units from Panasonic Connect. The TOUGHBOOK 33 was appealing for its 2-in-1 form factor that makes it easy to dock in a vehicle and carry to calls, and for its durable design that supports a seamless user experience in any weather condition. After removing the optional keyboard and using the device as a tablet, it becomes a mobile data collection system that workers can use to collect and review data while responding to calls, which is particularly important in the natural gas sector. The TOUGHBOOK 33 also has embedded GNSS location positioning technology and a built-in barcode reader that simplifies the tracking of underground assets. And with support from Panasonic Connect, the deployment process was efficient and easy, starting with the electric division before proceeding with the natural gas division. With new hardware, it was time to adopt an accompanying software solution that could help digitize their paper forms. The organization turned to Mirata: a cloud-based solution that lets non-technical users build forms while IT maintains control of security protocols. Mirata’s backend agnostic setup meant the company could digitize business processes and forms quickly. In addition, the Mirata application is easy to install and run on the TOUGHBOOK devices. Now, the combined solution of the TOUGHBOOK 33 with Mirata digital forms could truly replace the utility company’s pen-and-paper clipboards. -
Results
Since deploying the TOUGHBOOK 33 and Mirata platform, both field workers and IT staff have experienced greater efficiency. With the tablet form factor, field workers can take the device into any condition from snowstorms to extreme heat and know that the TOUGHBOOK 33 will operate effectively. Plus, with Mirata installed on the TOUGHBOOK 33, technicians can file reports and confirm necessary manager approvals for incidents like gas leaks directly from the field with or without network connectivity. The solution’s intuitive operation also makes it easy to automate calculations, such as meter readings, and streamline workflows. Thanks to the durability of the TOUGHBOOK 33, IT has received fewer support tickets. This reduces total cost of ownership by eliminating time spent on device repairs and replacements. And Mirata’s ease-of-use means business users can build and adapt forms themselves without IT support. Both field technicians and IT staff benefit from more digitized, productive workflows combined in the TOUGHBOOK 33 and Mirata digital form solution. This ensures maximum return on investment.
The Right Combination of Hardware and Software
Following an extensive trial period where employees tested different mobile devices in the field, the organization decided to deploy 1,100 TOUGHBOOK 33 units. Its 2-in-1 form factor was key, giving workers the freedom to leverage the benefits of a laptop and a tablet for the price of one device. The device is easy to dock in vehicles to file paperwork after responding to a call and to take into the field to collect and review data. Plus, the device’s screen is larger compared to those on consumer models—which was so technicians could better read GPS maps and asset tracking platforms.
With field workers operating outdoors in all types of weather conditions, they needed a rugged device whose processor wouldn’t shut down in the cold or overheat during hot days. The ability to operate the tablet screen with gloves was another benefit. Aside from the device’s durable casing, its daylight viewable screen and rain mode functionality were a must to ensure field workers could continue operations in all types of weather.
The device also paired well with the specific use cases the organization had in mind for it. The integrated barcode reader on the TOUGHBOOK 33 makes it easy for workers to scan the barcodes on pipes and other assets before underground installation. And the embedded GSS mapping capabilities help track the underground location of the assets.
Panasonic Connect worked closely with the organization to ensure they identified the right device configuration based on input from the workers who tested the TOUGHBOOK 33 in the field. From there, Panasonic Connect helped oversee the deployment of the devices and continues to offer engineering support.
The TOUGHBOOK 33 formally replaced the organization’s pen-and-paper clipboards with the adoption of Mirata, a cloud-based solution that makes it easy for non-technical resources in the organization to build forms. The forms are zero code and require no software development skills. However, IT can still maintain security controls on the cloud-based software.
Most importantly, the solution is back-end agnostic so the IT team could digitize workflows quickly. The organization now has 1,100 unique logins accessing the Mirata application, including workers in the field and supervisors working from headquarters. Combining the durability of the TOUGHBOOK 33 with the Mirata platform’s ease-of-use, sets field workers up for more seamless, data-driven workflows.
Reliable, Digitized Workflows from the Field to IT
The reliability of the TOUGHBOOK 33 has streamlined workflows for field technicians. Enhanced user experience means field works can start each job with peace of mind knowing the device will function in any location regardless of the weather conditions.
Pairing the TOUGHBOOK 33 with Mirata simplifies once-manual workflows so technicians can focus on repairs and not have to worry about tracking paper forms and the various approval signatures required. Mirata’s ability to integrate with the utility’s back-end system instantaneously meant a streamlined approval process for the 1,200 forms completed each week.
The platform’s ease of use resulted in quick implementation. Field technicians can easily create their own forms as needed and confirm manager approval from remote locations. This is critical for those responding to gas leaks — saving time by allowing technicians to electronically file paperwork for approval. And regardless of the specific job, Mirata automates calculations for readings conducted in the field.
I liked that emergency orders and leak repair forms are all located in the same program. Similarly, in the mapping program, the user is able to view all information about an asset without navigating to a different program.”
Leader at the natural gas and electric power distribution company
The durability of the TOUGHBOOK 33 and intuitiveness of the Mirata platform also streamlines tasks for IT. Overall, the small team sees fewer support tickets. This is critical as they maintain responsibility for servicing many devices. Eliminating consumer models was key to reducing the number of repairs. And narrowing in on one device model across the organization means IT can specialize in this make and model as opposed to switching across multiple device manufacturers. Overall, investing in rugged devices that can stand up to the harsh environments workers face and adapt to their needs over time was key to reducing total cost of ownership. And pairing the TOUGHBOOK 33 with Mirata streamlines manual tasks for technicians, maximizing return on investment. Plus, IT has more time to focus on other tasks across the organization because technicians can create their own forms.
By implementing the TOUGHBOOK 33 with Mirata, this utility organization was able to help their field technicians achieve greater levels of productivity and minimize the time and money their IT department spent on repairs and troubleshooting. With a combined hardware and software solution, they give both field technicians and IT the freedom to focus more on strategy and less on manual workflows.