Your Guide to Transitioning Field Service Technicians to Rugged Devices
It’s the age-old conundrum: Your utility organization needs new tech, but that means migrating data and systems, checking for compatibility, and getting utility workers up to speed on using new hardware and systems. However, putting rugged laptops and tablets into the hands of your field service technicians can significantly enhance operational efficiency and connectivity while reducing the chances of equipment damage.
But, like any new tech, supervisors want to be sure that procurement, integration, and training won’t disrupt critical workflows. Our comprehensive guide walks you through the process of seamlessly and successfully implementing these enterprise mobility solutions to maximize productivity in field service operations.
Step 1: Plan out your enterprise mobility solutions
When integrating any technology, you must first assess existing needs and challenges.
- Identify pain points in existing processes. Field service technicians face numerous problems every day when consumer or commercial grade devices are the standard in challenging field conditions. For example, juggling multiple devices, keeping devices charged, dealing with bad weather conditions, and losing communication in rural areas with poor connectivity options are all concerns for workers who spend their day on the move. Devices must help field technicians overcome these challenges.
- Assess the environmental conditions of your field service technicians. In the wake of Hurricane Helene, utility workers from across the Southeast headed to remote locations throughout Appalachia, in many cases cutting their way through felled trees and washed-out roads that, in even non-dire situations, lacked the infrastructure for reliable cell service. Between dealing with emergency responses or standard maintenance operations, the reality is that challenging terrain can exist from the middle of a city to the farthest reaches of the Blue Ridge Mountains. And those unpredictable, often dangerous working conditions require specialized technology.
Step 2: Select the right utility technology for your field service technicians
Rugged laptops and tablets must meet the specifications field service technicians need, whether they’re troubleshooting an issue from their truck or they’re in a bucket checking power lines and need to call a supervisor. Look for rugged devices that:
- Can withstand extreme temperatures, accidental drops, and exposure to field conditions that may include rain, dust, grease, and vibration.
- Prioritize user experience and ease of use when selecting software applications.
- Feature long-lasting battery capabilities or hot-swappable batteries that will support full work shifts.
- Provide multiple connectivity options from cellular and Wi-Fi to satellite.
- Have displays that are easily readable in bright sunlight and touchscreens that field service technicians can use while wearing heavy-duty work gloves.
- Are compatible with your utility’s software and IoT infrastructure.
- Align with feedback from your field technicians to ensure you select rugged devices that will fit their real-world requirements. For example, if technicians frequently work in harsh weather conditions, a fully rugged model like the TOUGHBOOK G2 or TOUGHBOOK 33 might be ideal. For less extreme environments or even a mobile office approach, the semi-rugged TOUGHBOOK 55 may be more suitable.
Step 3: Develop a field services rollout strategy
It’s one thing to transition a team of in-office workers to new software or upgrade their PCs. It’s a much bigger and more critical task to carefully plan a rollout strategy for workers out in the field.
- Begin with a small group of employees to test the new technology for ease of use and to identify any challenges in the integration process, adjusting as needed.
- Take a phased-implementation approach by gradually expanding to other regions or worker subsets.
- Set realistic timelines for full implementation of rugged devices and software.
- Communicate the benefits of rugged devices to all utility stakeholders. IoT, predictive maintenance, and real-time data analytics all support the industry’s ongoing digital transformation and make in-the-field jobs easier and more efficient.
Step 4: Train and onboard field service technicians
Developing thorough, hands-on training programs for field workers is the key to getting employees on board with new enterprise mobile solutions.
- Conduct in-person and in-field training sessions on device usage and care.
- Communicate the benefits of the new technology in a context that makes sense to those using it.
- Address concerns and questions throughout the training process.
- Provide instruction on new software applications and workflows in multiple formats, including written, visual, and video if possible.
- Have your IT department create (electronic) user manuals and quick reference guides.
- Establish a support team to assist with any technical issues, especially since field technicians often work outside typical office hours.
- Ensure key stakeholders can contact Panasonic Connect for hardware issues while out in the field.
Step 5: Manage the transition for smoother workflows
Smooth transitions involve phasing out old devices and implementing new ones. During initial rollout, you’ll want to maintain parallel systems, gradually retiring the old devices.
- Establish new workflows that allow your field service techs to leverage rugged device capabilities such as digitized paper-based processes, real-time data reporting and collection, GPS and mapping features, remote collaboration, and video conferencing.
- Implement advanced features from documenting work with built-in cameras to capturing site conditions, barcode scanning of inventory or assets and using sensors and RFID tech for better asset tracking.
- Ensure reliability in remote areas by investing in devices with multiple connectivity options — 4G/5G, Wi-Fi, and satellite.
- Implement offline capabilities for critical applications, and establish clear procedures for data synchronization when returning to areas with connectivity.
- Use cloud services for data synchronization and backup.
- Integrate with enterprise software, GIS applications, and other utility-specific tools to enable seamless data flow between office and field.
- Schedule regular software updates and device maintenance so tools remain running securely and fall in line with compliance requirements. Panasonic Connect Smart Compliance enables organizations to proactively monitor and address essential aspects of their IT infrastructure that may threaten security and compliance throughout procurement, deployment, and ongoing operations.
Step 6: Develop clear rugged device usage policies
Panasonic TOUGHBOOK devices come integrated with Absolute Security, which helps the support team maintain compliance and protects the mobile ecosystem of all devices organization-wide. Anyone who uses a TOUGHBOOK mobile or laptop must follow regulatory compliance, the company’s security measures, and be responsible for the device itself.
Additionally, Panasonic’s Smart Compliance platform provides the security and visibility that organizations need to monitor the health and safety of the firmware on field service technicians’ endpoint devices. The platform has access to the most comprehensive database of hardware, software, and firmware components, which allows teams to implement 360-degree protections. With Panasonic Connect’s Smart Essentials, organizations can easily manage all their devices, in the office and in the field. The software provides valuable and actionable insights into the health, location, and utilization of your entire mobile network of devices.
When combined with clear usage policies, these solutions ensure security of rugged devices deployed to field environments. A usage policy should:
- Create comprehensive guidelines for acceptable device usage.
- Implement strong authentication methods, including biometrics.
- Ensure encryption for data storage and transmission, and establish protocols for handling sensitive information.
- Set personal-use guidelines for each device.
- Establish a reporting system, and implement remote wipe capabilities for lost or stolen devices.
- Make sure devices regularly receive updated software and security patches.
Develop a clear plan for reporting hardware or software issues and damages.
Step 7: Measure your field service technicians’ continuous success
Define metrics to measure the impact of rugged device implementation and celebrate those “wins” with your team.
- Continuously collect input from field technicians and stakeholders.
- Look at productivity improvements, reductions in administrative tasks, and decreases in errors.
- Conduct regular feedback sessions or surveys among field service technicians.
- Continuously monitor devices to minimize downtime, and analyze usage patterns and device performance data.
- Identify areas for improvement and additional training needs.
Successfully integrating rugged laptops and tablets into utility field services requires careful planning, comprehensive training, and ongoing management. By following the enterprise mobility management recommendations we’ve outlined, utility managers can more easily implement these devices. Learn more about rugged devices for utilities at Panasonic Connect.
