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22 | 20TH - 26TH MAY 2016 | UTILITY WEEK Operations & Assets Market view T echnology has expanded to such a point now that it is playing a vital role in closing the communication gap between internal departments and remote staff. For water companies with a large mobile workforce, vast infrastructure to run and maintain, and large numbers of customers, there is the potential to sig- nificantly reduce trips back and forth to the office, increasing operation efficiency. At the same time, technol- ogy allows office- based staff to obtain detailed updates and analysis on opera- tions in real time. But how can a business best manage this influx of high velocity data, make sense of it and use it to its best advantage? Geographic information systems (GIS) technology comprises interactive maps and apps, which are able to provide real-time vis- ualisations and analytics for an entire water network. A GIS platform becomes the "single point of truth" – the system of record – for network asset data and provides stakehold- ers with intuitive, centralised access to that asset data and contextual data about the environment around it. The use of GIS has been well documented to have positive effects in many different water utilities, however what is emerging is the transition to the use of this technol- ogy by mobile workforces as well. The field workforce is equipped with devices running apps that connect back to the central GIS platform. The office can then allocate tasks direct to the mobile device. Progress with undertaking maintenance tasks, inspecting damage and resolving customer complaints is then reported back to the office through the device, providing a near real-time view. Water companies face a variety of opera- tional challenges, for example tracking and managing water leaks, and GIS can help significantly in tackling these challenges. In the office the technology allows the nearest appropriately skilled field team to be identi- fied and be sent the job through their mobile device. Once the cause of the leak has been identified, the field engineer can report the details back, including the exact location, via the app. GIS technology can also pin- point customers that could be affected in the area as a result of the leak. This is ben- eficial for water companies because it allows them to communicate to customers about the issue, before a complaint is lodged, thus demonstrating a more sophisticated level of customer ser- vice whereby an issue appears to be being resolved before it is even reported. GIS technol- ogy also enables water companies to be more strategic and proactive in their approach to maintaining their network. Data can be col- lected about asset types and in particular the materials that pipes and other infrastructure are made from. The GIS can then cross-refer- ence that with data on the soil types, terrain and weather conditions to create a predictive model that informs prioritisation and timing of pre- emptive maintenance. An example of a water company success- fully using GIS technology is Thames Water. Serving up to 15 million customers, Thames Water is the UK's biggest water and waste- water services company. It supplies around 2,600 million litres of tap water and removes and treats more than four billion litres of sewage every day. Thames Water faced the challenge that it relied on a wide number of systems and tools to enable employees to perform different tasks, in different parts of the business. To address these issues, the company invested in the ArcGIS platform and, as a result, has been able to significantly improve the effi- ciency of its processes. It allows employees in the field to work more productively because they are directed to the right location straight away and do not have to waste time looking for assets that have been moved. Engineers can instantly see the locations of Thames Water's own assets and the property of other utility companies and make decisions that can speed up repairs and minimise public inconvenience. Alongside the efficiency savings come some significant cost savings. For example, now that asset update information flows directly and automatically from workers in the field to the central asset database, fewer administrators are required to process the data. Similarly, in the IT department, it is more cost effective to manage a single solu- tion than multiple separate systems. GIS uses the power of location to correlate all incoming data, allowing an organisation to visualise – through the power of maps – the bigger picture. There is no longer the worry of issues with data quality due to inac- curate or missing information captured in the field, and data can be communicated and analysed in real time, helping large water utilities to become more agile and efficient through more informed decision-making. Location maps are the unifying factor that allows the company to visualise high vol- umes of data and track patterns that would not have been seen before. It is then even possible to use spatial analysis to generate predictive visualisations, based on previous incidents, giving the company a crystal ball to more effectively manage operations. Simon Weaver, analytics programme manager, Esri UK Finding your way around GIS Integrating geographical information systems with apps can greatly enhance the productivity of a mobile field force, says Simon Weaver. What is GIS? Geographic information is data about some- thing's location and includes features such as buildings, roads, railways, population density, height and flooding data. You need a geographic information system (GIS) to read and analyse map data. For example, insurers use GIS to visualise and predict flood patterns so they can set the right premiums; retailers use GIS to site the most suitable new store location (perhaps based on population size), and emergency services use it to position their vehicles in the best locations at any given time of day, based on historic patterns of where they are most likely to be needed. GIS technology enables water companies to be more strategic and proactive in their approach to maintaining their network.