Everything we do is designed around your service level requirements. Our field maintenance methodologies, systems and processes are well proven for Australian conditions and are fully accredited to international and Australian standards for quality, health, safety and environment requirements.
Kordia has invested heavily in tools and processes, including the operation of a 24×7 network management centre to support our national footprint.
Fault management (Ticketing)
Kordia’s ServiceNow suite of products consists of Incident reports with SMS and email notifications, Mobile Device Solutions, Service Requests Problem Management, Asset Tracking and Service Level Management.
Some example reporting includes:
• Time a task was dispatched to the technician
• Duration between dispatch and acceptance
• Duration to commence mobilisation
• Duration onsite or technical time to completion.
Our system uses GPS tracking which can locate and confirm where a field technician is located at all times. Detailed reports are provided on a weekly basis showing resource availability versus forecast and actual. These can be drilled down to show state, group, project and technician.
Monthly performance is also compared across state-based delivery locations for both Kordia and our subcontractor staff. This is reported by work type and conditions.
Kordia’s ClickSoftware Service Optimisation Suite performs optimal and automated scheduling based on Service Level Agreement, priority, technician skills, work types and location. Savings are made by reducing mobilisation, increasing productivity and lowering overall costs.
The benefits of scheduling resources to perform work orders within a prescribed window include:
• Optimisation of schedule for site maintenance or tower maintenance, with more scheduling options to get the right people with the right skill sets at the right location to complete the works as rapidly and as effectively as possible
• Enabling synergies for field technician planned works (same site scheduling)
• Increased productivity
• Reduced service delivery costs.
A major benefit for customers is detailed real time feedback of equipment fault or site issues.
Forms-based templates are loaded onto an iPad or laptop and completed including any Non Conformance Reports (NCR). Photographs and other items are captured and then transmitted back to a central repository.
Kordia has large, multi-purpose warehousing facilities, which can accommodate materials for large projects in each state, and provide a secure and controlled environment for live operating spares.
When there’s a lot of investment and activity happening in the field, be sure you’ve got a handle on where everything is and who’s doing what. You can trust Kordia to eliminate the guesswork and downtime.
To read our case study about ‘Vodafone goes rural with Kordia’s engineering expertise’, our site maintenance and upgrade project, click here.