Improving Field Services

This report will deliver the results research on field service practices and technologies. This is third annual study of field services conducted by the Ascent Group.

Research was conducted during the fourth quarter of 2009 to better understand how companies are improving practices and optimizing technology to increase field service efficiency and effectiveness and reducing operating costs. Companies were asked to share strategies and experiences to identify the practices that lead to higher productivity, reduced costs, and increased performance. They were also asked to provide their plans moving forward as well as lessons learned along the way. Companies participating in the research included:

Chesterfield
County Utilities
Orange County Utilities
City of San Marcos
City of Denton Texas
College Station Utilities
DTE Energy
Tucson Water
Fort Worth Water
Idaho Power
Washington Gas
Georgia Power
Southern California Edison

This report profile participants in a case study format, sharing current practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to improved performance. In addition, detailed results and analysis from the survey itself and detail "best practices" demonstrated by our participants and successes achieved are provided and explored respectively.

January 2010