September 18, 1995
NYNEX CONTACT: Media Relations,
Bell Atlantic NYNEX Mobile Wireless Data Technology Helps PSE&G
Cut Costs, Maintain Customer Service Guarantees
BEDMINSTER, NJ -- Public Service Electric
& Gas customers in New Jersey will be the first in the nation
to benefit from the wide-scale deployment of BELL ATLANTIC
NYNEX Mobile wireless data technology that promises to
reduce costs, speed service restoration and improve customer service,
the companies announced today.
In the largest application of Cellular Digital Packet Data (CDPD)
technology to date, more than 750 field service workers in PSE&G's
gas service business will use pen-based computers to send and
receive real-time information on repair requests and customer
orders over the BELL ATLANTIC NYNEX Mobile cellular
CDPD is a technology which efficiently transmits short bursts
or packets of data over the cellular infrastructure. BELL
ATLANTIC NYNEX Mobile offers CDPD service under the
AirBridge(SM) Packet name.
BELL ATLANTIC NYNEX Mobile Vice President Lonnie
Lauer said his company has moved quickly to design wireless packet
data services to meet the needs of New Jersey customers.
"AirBridge Packet service will enable PSE&G service
people to be a more efficient and effective workforce," said
Stan Kosierowski, PSE&G's director of the gas service business.
"This direct wireless connection to our field service specialists
make us more responsive to our customers, reduce order processing
and travel time, and increase 'wrench time' -- time spent actually
working at customer homes.
"There will be significant cost savings in the time we're
spending on paper processing. We'll be able to better serve more
customers because access to real-time information will reduce
the number of recurring orders, provide better resource management
and support our service guarantee commitments," Kosierowski
Under the old system, service calls are transmitted by radio
from one of two call centers to regional dispatchers and to field
personnel who write down details on repair calls and orders.
Once a particular job is completed, a time sheet is filled out
and the information is called into a dispatcher, who manually
enters it into the database. The call and dispatch centers cannot
track customer calls.
The new system will let field personnel directly receive real-time
information on customer orders, repair requests and existing maintenance
contracts and previous problems. Once a job is completed, details
are entered onto the pen-based computer and sent back in real
time to the appropriate databases.
"Our alliance with BELL ATLANTIC NYNEX Mobile
is just one of the ways in which we meet and exceed the customer
service guarantees announced in July," Kosierowski said.
"We are guaranteeing our customer that we will do everything
possible to meet their service expectations and if we fall short,
they will receive bill credits in return."
"No other wireless carrier can match the coverage and utility
of our CDPD network," Lauer said. "For a relatively
new technology, CDPD has proven itself a viable 'industrial-strength'
service that has widespread potential. The quality of the BELL
ATLANTIC NYNEX Mobile network is allowing organizations
in both the public and private sectors to re-engineer the flow
of critical information. The technology is already working for
law enforcement agencies, including the Bridgewater Police here
in New Jersey, and others along the Northeast Corridor."
The PSE&G contract represents the largest CDPD deployment
announced to date, BELL ATLANTIC NYNEX Mobile's
data system was chosen over a number of other wireless services
tested by PSE&G over the past two years. Only CDPD was found
to meet the utility's high throughput requirements. CDPD also
offers a completely open and widely supported standard, inherent
encryption, and a specification based on the widely used Internet
protocol (TCP/IP) for ease of implementation by customers.
"By choosing to integrate BELL ATLANTIC NYNEX
Mobile's CDPD technology into its Gas Service Information System,
PSE&G has demonstrated its commitment to use the best, most
advanced technology available to serve customers and take the
lead in the increasingly competitive utility business," Lauer
said. "Utility companies throughout our region and across
the nation will be watching this system -- and following in PSE&G's
Under the terms of the five-year contract, PSE&G will begin
phasing in the new system in the Plainfield area in central New
Jersey. Deployment will expand to include dispatch centers in
Clifton and Summit in the northern part of the state and Burlington
in the south. Training and installation will begin later this
year and service specialists will begin using the system in February
of next year. Completion is scheduled for September 1996. The
value of the contract was not disclosed.
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