Verizon Information Technologies Improves Automated Workforce Administration Software with GPS and Other Locator Capabilities
Real-time 'Street-Level' Routing Helps Companies with Large Field Teams Improve Customer Service and Reduce Dispatch Costs
Feb. 19, 2003
TAMPA, Fla. - Companies with a mobile workforce can improve their customer service using an enhanced software package from Verizon Information Technologies, Inc., that can help them track and more effectively dispatch field forces.
The software - called Automated Workforce Administration System (AWAS) - now has Global Positioning System (GPS) and Geographic Information System (GIS) capabilities. GPS technology uses U.S. satellites to obtain pinpoint location information. GIS technology depicts location data on maps to show locations relative to physical objects.
Verizon Information Technology's AWAS software package is designed for large businesses that regularly dispatch field forces to serve customers. It is a major component of Verizon IT's overall operations support systems and business support system software applications.
Global positioning and geographic information technology fits seamlessly into the current product's operating environment and improves dispatch efficiency and customer service for telecommunication service providers, utilities and other organizations with large field service fleets.
According to Ravi Kallem, director of dispatch systems for Verizon Data Services, the new capability is offered as an option that includes mapping and reporting tools, as well as complete field force tracking
"Verizon's Automated Workforce Administration System software is an efficient and flexible workforce management solution that already gives dispatch centers comprehensive control over their service fleets," said Kallem. "Now, with GPS and GIS capabilities, the system offers managers true 'at-a-glance' information. That means they're better equipped to make dispatch adjustments, provide more precise routing information to service personnel and dramatically reduce the number of missed commitments to customers."
Verizon has conducted exhaustive trials of the enhanced AWAS software within its own dispatch operations with impressive results, according to Kallem.
"Adding global positioning and global information capabilities to AWAS are part of Verizon's commitment to continuously improve customer service," said Kallem. The enhanced AWAS tracks field technician movements using GPS transmitters located in service vehicles. Transmitters signal vehicle location data to GPS satellites. Location data is then interpreted by GIS mapping technologies to depict vehicle location. The vehicle's location is then compared to the location of a customer's facilities, physical and logical area boundaries, landmarks and obstructions.
The GPS and GIS features enable work and the workforce to be displayed graphically in real-time, so the dispatcher can assess situations instantaneously. While the system enables companies to efficiently deploy workforces to areas where work is concentrated, if dispatchers identify a sudden trend in work levels, they can make quick decisions in response to changing needs.
Verizon Information Technologies is a wholly owned subsidiary of Verizon Data Services, itself a subsidiary of Verizon Communications, one of the world's leading providers of communications services with approximately $67 billion in annual revenue. Verizon Data Services has more than 30 years experience in the development of telecommunications software solutions and management of information technology, across a variety of platforms and within a range of industries. By using the skills of more than 10,000 IT professionals, Verizon Information Technologies provides OSS and BSS telecommunications software products, IT outsourcing services, transaction processing, network management, telecommunications software systems, and healthcare payor transaction processing and communications industry software. Verizon Data Services' eight data centers handle millions of transactions daily with industry-leading availability, reliability and security. For additional information, visit http://www.VerizonIT.com.