Innovation Continues to Drive the Mobile Workforce into the Future

Innovation guest post by Derek Bryan, Vice President, EMEA, Verizon Connect

In a competitive market, businesses across every sector of the Irish economy are looking for any advantage to get ahead of their local and international competitors and to and meet customers’ changing expectations. Innovation has become central to success, particularly for those companies that rely on a mobile workforce.

Mobile workforce management has come a long way since the days of simply tracking location over GPS. Now it can be used to help connect organisational silos, boost operational efficiency, improve safety and deliver better customer service. However, we must look beyond the horizon and look at the technologies that will drive the mobile workforce of the future and how will they help operations and fleet managers in Ireland.

Data processing enables further automation

Computer processing through algorithms or machine learning and data storage advances have opened up possibilities that seemed unimaginable just a few years ago. Today, an autonomous vehicle collects and analyses more than a terabyte of data in real time. This ability to collect, analyse and process data has fostered on-demand services enabling us to watch TV, stream music, or order a taxi on our phones or online almost instantly – and it has increased expectations of what should be possible for consumers and mobile workers.

With additional processing power, Irish organisations can look at multiple data sources to gain better insights. At the same time, greater processing creates new ways to make extra data easier for people to understand and even automate tasks. This will advance even further as the industry harnesses the ability to collect more contextually relevant data from a combination of devices such as a vehicle, mobile devices and other internet-enabled sensors.

Mobile workers in Ireland could soon expect a frictionless experience. They will no longer need to manually input data or provide an update to a manager while performing a task, while managers will automatically gain valuable insights to improve decision making. Imagine there is a worker in the field installing a satellite dish for a customer. If the installation was taking longer than expected, contextual data collection and analysis could determine this automatically and assign their next job to another field service worker or communicate an accurate expected arrival time to the next customer – all without intervention.

Vehicles gain more computing power

Much has been made of the potential of autonomous vehicles. While their widespread adoption may be some time off, the computing power of non-autonomous vehicles is growing significantly. Vehicles are now capable of reporting more information to managers than ever before. From engine diagnostic details such as temperature, oil or fuel levels, and wear and tear on parts, to things inside the vehicle such as seatbelt use, the number of passengers to even what was on the radio.

This enables more effective management of vehicles. Managers can foresee any potential engine troubles and schedule vehicle maintenance before they occur. Or they can gain other insights that could help employee safety or wellbeing and improve customer satisfaction. For example, if a vehicle’s engine is not switched on, it is fair to assume that the driver may be delayed – which can be automatically communicated to customers or other workers. Or if the vehicle’s heater is constantly on, managers could provide better uniforms to help drivers stay warm, avoid getting sick and reduce fuel consumption.

The power of voice

The rapid take-up of voice recognition technology shows how far the software has come. While it used to be rather unreliable, voice dictation is beginning to replace typing in online queries. Twenty per cent of mobile queries were made via voice in 2016, and accuracy is now about 95 per cent. Improved voice recognition is a powerful tool for the mobile worker, enabling hands-free input of data, activation of tasks and communication with managers. It means that mobile workers can do their job more effectively, without having to take their eyes off the task at hand. This is especially useful in the fleet space – creating a better, safer field working experience.

Communication from field to office becomes more visual

Years ago, the concept of streaming films, TV or live sporting events in high definition over the internet did not seem possible. But through improved connectivity and video compression technology, we can create more visually-led communications between mobile workers and the office. Visual sensors between the office and the mobile worker can enable more effective service – enabling remote diagnostic detection or instruction from a manager. For example, an engineer working on a site could use video to remotely consult with someone in the office to find an appropriate solution, rather than having to leave the site or send another worker out.

Technology is improving mobile working

Mobile and field-working in Ireland will continue to be improved by technology. The best deployment of tech will reduce the burden on staff, rather than adding to the workload. For workers, technology will make life easier, requiring less intervention and creating a frictionless process for reporting back to the office. For managers, technology will give increased visibility on how their field workers are performing. There is seemingly no limit to what data can be collected, correlated and analysed to help to improve how an organisation is run, making it safer, more profitable and more enjoyable.