Using Mobile Data To Improve Service Delivery

1. Using Mobile DataTo Improve Service Delivery Steve Oakley APD Communications National Housing Maintenance Forum January 2007

2. Provider of Integrated Resource Location And Mobile Information Applications to public sector and commercial organisations APD is a ….

3. 200 Customers worldwide Contractors Carillion Highway Maintenance Colas   F.M. Conway   May Gurney Balfour Beatty Infrastructure Services Local Authorities Caerphilly County Borough Council Dorset Council Fife Council Newcastle City Council North Ayrshire Council UK Police Forces (80%) Hampshire Police   Lancashire Constabulary Metropolitan Police Service Merseyside Police Transports and Logistics British Nuclear Fuels (BNFL) EWS Securitas

4. What is Mobile Data? Mobile Data is: • the two-way communication of data via radio technology • providing a continuous real-time connection • between a host computer (and LAN) • and a remote device (PDA, MDT, or laptop computer) • anywhere (with coverage) and at any time

5. Why mobile data? The key determinant is the business processNeed to receive/share/send back information Continuous connectivity forms the key technology in completing the information chain

6. North Ayrshire Building Services Key Business Drivers • Inability to verify time spent at jobs • Real time data feedback • Tighter stock control • Improved efficiencies • APD Solution • Mobile Information Platform (MIP) • Mobilising ROCC back-end system • GPRS network and Tablet PC • Resource Location

7. The Job Ticket Solution Call Centre Back Office DLO office Building Maintenance Client

8. The Vision Stores Call Centre Back Office Systems Gateway DLO System Dispatchers Payroll Client

9. Devices, Network and Back Office • Toughbook • GPRS • Rocc Uniclass • Co-Ordinator • Mobile Information Platform

10. North Ayrshire Building Services Key Business Benefits • Greater accountability and accurate reporting • Reduction in paperwork • Ability to demonstrate best value • Increase in number of jobs completed per day • Ability to optimise stock availability • Faster response times • APD Solution • Mobile Information Platform (MIP) • Mobilising ROCC back-end system • GPRS network and Tablet PC • Resource Location

11. Applicability of Mobile Data • Buildings Maintenance • Construction • Highway Maintenance • Street Scene • Transport • Environmental Services • Leisure Services • Parking • Social Services • Community Policing • Emergency Services

12. Return on Investment Companies that have implemented Mobile Information solutions have realised on average: • 27% improvement in worker productivity • 19% improvement in customer satisfaction • 17% increase in overall profitability • 13% increase in service revenues Source: Aberdeen Group Mobile Field Service Solution Selection Report December 2005

13. Key Business Drivers Key Business Benefits • No visibility of workforce or mobile assets including Homecare, Building Operations, Environmental Services and Cleansing and Waste Management • Congestion at depot • Loss of productive time • No ability to verify time spent at jobs • Lone worker issues • Improve efficiencies • Better management of the fleet. • Reduced cost in fuel and idle time • 20 hours additional production is achieved each day • Increase in efficiencies as now time savings of between 7%-13% achieved by each operative. • Panic button saved life of one of the operatives “We have seen many benefits in using APD’s technology, including significant increase in efficiencies as now between 30 minutes to an hour are saved each day by each operative.” Fife Council • APD Solution • Vehicle Tracking – 850 INCAs • Fleet Management • Lone working

14. Key Business Drivers Key Business Benefits • Large, remote areas - visibility of workforce • Remove verbal and paper work instructions • Comply with Traffic Management Act • Improve Best Value Performance Indicators (BVPI’s) • Information capture in the field with the office has been reduced from ten days to thirty seconds • Number of repairs completed on target is confidently expected to increase from 70% to 95% • Amount of paperwork and overheard cost is falling dramatically • Time savings "Overall, the system is expected to deliver time savings of more than 8,000 hours or £120,000 per year for the council." Caerphilly CBC • APD Solution • Vehicle Tracking • Mobile Information Platform (MIP) • Mobilising Exor back-end system • GPRS network and Tablet PC

15. Who Benefits? The Tenant The Operative The Member DLO/DSO Manager

16. Ingredients for a Successful Implementation • People • Involve users early • Match user requirements to business issues • Workshop sessions • Make life easier for mobile workers • Processes • Communicate goals to all employees • Draw up clear guidelines • Specify correct device/application for job • Monitor, measure and feedback the results • Make sure the technology is future proof

17. The Future of Mobile Data • More Mobile Bandwidth • Technology enhancements • Biometrics • Head Up Displays • Textile and Technology Combinations • Video streaming for mobile workers

18. The Approach to Mobilisation • Not just about technology – understand your people and processes • Working with customer to get the best fit • Leveraging our experience to add value • Mobile information integrated with resource location • Independent of networks, back-end and devices - giving customers choice and flexibility • Single point of access to multiple departments

19. Selecting the Solution • Track record in this relatively new market • Expertise and Local Authority/Contractor experience • Device and bearer independent • Proven Integration skills • Product-based solution- support and rapid implementation