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Hergo networks

70,000 emergency services requests managed with the new system in the first 6 months of 2019
1,500 employees involved

IT platform to increase the effectiveness and efficiency of our operation, maintenance and emergency response activities.

In 2018, we introduced the new Geocall IT platform for the management of the field activities of our network services (gas, water, electricity, district heating), from operation and maintenance, to technical support, and emergency response. The first release, in November 2018, for our emergency response department immediately led to a significant increase in efficiency, simplifying activities, providing an intuitive graphical interface and all the features made available by mobile device technology.

Geocall has been fully integrated with our SAP information systems, and now enables us to overcome the previous operational inefficiencies that were caused by having to access offline documents, the persistence of paper -based documents, the need for continuous telephone discussions with assistants, the ability to access to data only from fixed locations, the use of multiple devices for each type of function, and the reporting in the office.

Below is a summary of its main features:

  • immediate access to the technical information of the user installations;
  • data entry and search with direct access to company databases (e.g.: technical specifications of the instrumentation supporting a specific activity);
  • possibility to create, update, assign, and finalize the different work phases directly on mobile devices;
  • optimization in the monitoring and scheduling of work orders thanks to the quality of the data concerning the traceability of individual activities (time and space);
  • possibility of direct retrieval of field readings of the measurement groups;
  • online and offline access to cartography;
  • access and visibility of data relating to staff on duty (e.g. on call times, unavailability bands, work schedules) in order to optimise the management of work to be carried out in the field;
  • driving instructions to the address of the service call;
  • acquisition and consultation of multimedia documents (images, pdfs, CAD files, etc.) with the possibility of attaching them to the work order.

All this translates into three terms that well represent what has been developed: efficiency, performance and satisfaction. The dissemination process is now going ahead to include management of our operation and maintenance activities, planned for the first part of 2020.

The platform is used in Emilia-Romagna and Triveneto.

Area: provinces of Bologna, Ferrara, Forlė-Cesena, Modena, Padua, Ravenna, Rimini, Trieste, and Udine