np_logo
  • Get Connected
    • Electricity
    • Fibre
    • Alternative Energy
  • Electricity
    • Services
    • Safety around the network
    • Our Electricity Network
    • Disclosures
    • Electricity distribution pricing
    • Helpful advice
    • Electricity in New Zealand
    • Faults and outages
    • Your Energy
  • Fibre
    • About Us
    • Partners
    • Agreements and Disclosures
    • Faults and outages
    • Helpful Advice
    • Register Your Interest
  • Services
    • Distribution
    • Transmission
    • Fibre
    • Gas
    • Inspection Solutions
  • Articles
    • Community
    • Fibre
    • Electricity
    • Solutions
    • Services
    • Company
    • Media
    • Sponsorships
  • Company
    • About Us
    • Safety
    • Suppliers to Northpower
    • Careers at Northpower
    • Publications and Disclosures
    • Legal Forms
    • COVID-19 Response
  • Contact Us
    • Online Forms
    • General Enquiries
    • Faults & Outages
    • Locations
    • Complaints
    • Anonymous Whistle Blower
  • Home
  • Articles
  • Services

Northpower's field service transformation journey

Published 11 March 2019

Over the past 18 months Northpower has worked hard to transform what was a labour intensive, manual and paper-based system to a new, connected ‘system of systems’ where real-time decisions are now made by AI and automation.

Traffic conditions, the proximity of available engineers, engineer attributes - such as capabilities and fatigue management - are key factors on deciding which resource is the best to assign. These decisions happen hundreds of times a day at Northpower and for 95% of reactive tasks, automation makes the decisions, not people.

18 Ipad In The Rain 25

Click Field Service Edge has been a key component in the delivery of our field service transformation, but is only one part of the ecosystem which encompasses much more than the tool alone.

"Introducing automation has shifted focus from time consuming and repeatable tasks, to an enhanced customer experience, simply by focusing on the high risk jobs to ensure all agreed service levels are met or exceeded,” says John Benson, System Team Lead for Northpower's mobility project.

"Buy-in from field workers can be challenging and if the tool doesn't work first time, it’s difficult to get that trust back so you can try again. With implementations like ours, we've had to adapt and react quickly to an ever-changing landscape.

We've spent time talking to peers in New Zealand and abroad, taking lessons learned and applying them to our instance where possible,” he says.

Over the past six months Northpower has been focussed on fine tuning, learning and analysing the data we're now harnessing in real time. We're now focussed on optimising workflows and offering our customers real-time visibility into our task queues.

Communication is a huge part of our service delivery and now that our field force are well on their digital transformation journey, we can continue to improve our service to our customers.

Click Ghant
Tags
  • Services
Services

Northpower Commences Our Transpower Contracts

Hamilton 8
Services

Great initiative from our Gas Team!

Gas Team
  • Get Connected
  • Electricity
  • Fibre
  • Alternative Energy
  • Electricity
  • Services
  • Safety around the network
  • Our Electricity Network
  • Disclosures
  • Electricity distribution pricing
  • Helpful advice
  • Electricity in New Zealand
  • Faults and outages
  • Your Energy
  • Fibre
  • About Us
  • Partners
  • Agreements and Disclosures
  • Faults and outages
  • Helpful Advice
  • Register Your Interest
  • Services
  • Distribution
  • Transmission
  • Fibre
  • Gas
  • Inspection Solutions
  • Articles
  • Community
  • Fibre
  • Electricity
  • Solutions
  • Services
  • Company
  • Media
  • Sponsorships
  • Company
  • About Us
  • Safety
  • Suppliers to Northpower
  • Careers at Northpower
  • Publications and Disclosures
  • Legal Forms
  • COVID-19 Response
  • Contact Us
  • Online Forms
  • General Enquiries
  • Faults & Outages
  • Locations
  • Complaints
  • Anonymous Whistle Blower
24 hour electricity faults & outages

Kaipara & Whangarei, call: 0800 10 40 40

© Northpower Limited 2023
Terms of Use Privacy Statement Remote Access

Need to report an electricity outage?

If you’re in the Kaipara & Whangarei areas, please get in touch

Call 0800 10 40 40
Loading outage information…
Need to report a fibre outage?

Please contact your retail service provider.

What can we help
you find?

  • Get Connected
    Get Connected
    • Electricity
    • Fibre
    • Alternative Energy
  • Electricity
    Electricity
    • Services
    • Safety around the network
    • Our Electricity Network
    • Disclosures
    • Electricity distribution pricing
    • Helpful advice
    • Electricity in New Zealand
    • Faults and outages
    • Your Energy
  • Fibre
    Fibre
    • About Us
    • Partners
    • Agreements and Disclosures
    • Faults and outages
    • Helpful Advice
    • Register Your Interest
  • Services
    Services
    • Distribution
    • Transmission
    • Fibre
    • Gas
    • Inspection Solutions
  • Articles
    Articles
    • Community
    • Fibre
    • Electricity
    • Solutions
    • Services
    • Company
    • Media
    • Sponsorships
  • Company
    Company
    • About Us
    • Safety
    • Suppliers to Northpower
    • Careers at Northpower
    • Publications and Disclosures
    • Legal Forms
    • COVID-19 Response
  • Contact Us
    Contact Us
    • Online Forms
    • General Enquiries
    • Faults & Outages
    • Locations
    • Complaints
    • Anonymous Whistle Blower