MobileOps: Field Service Transformation for Energy
Regional Utility Company
Business Context
The organization and its strategic environment
A regional utility serving 2.4M customers across 3 states needed to modernize field operations. 1,200 field technicians used paper-based work orders, drove to the office daily for assignments, and had no real-time connectivity to SAP PM.
Technology Landscape
Systems and infrastructure before DGT
SAP PM for maintenance, paper-based work orders, no mobile platform, manual scheduling in Excel, and legacy GIS system with no field integration.
The Challenge
What the client was facing
Paper-based field operations causing 2.5-hour daily productivity loss per technician, no real-time job status visibility, 34% first-time fix rate due to missing parts information, and $4.8M annual overtime costs from inefficient scheduling.
The DGT Solution
How DGT addressed the challenge
DGT deployed MobileOps across all 1,200 field technicians with real-time SAP PM integration, AI-powered scheduling optimization, offline-capable work order management, and parts inventory visibility.
DGT Accelerators Used
Delivery Approach
How DGT executed the engagement
Pilot-first approach: 50 technicians in one district for 4 weeks, then phased rollout by district over 12 weeks. Daily feedback loops during pilot, weekly during rollout. Dedicated field adoption coaches.
Governance Model
How the engagement was managed
Field operations steering committee, district-level change champions, DGT field adoption team, weekly KPI tracking, and monthly executive review.
Timeline & Phases
The execution roadmap
Requirements & Design
3 weeksField ride-alongs, workflow mapping, MobileOps configuration
SAP Integration
4 weeksPM integration, scheduling API, parts inventory sync
Pilot (50 techs)
4 weeksDistrict 1 deployment, feedback collection, optimization
Full Rollout
12 weeksPhased deployment across 24 districts, 1,200 technicians
Optimization
4 weeksAI scheduling tuning, reporting, knowledge transfer
Risks Addressed
Key risks DGT mitigated during the engagement
Why DGT Won
What set DGT apart in this engagement
Outcome Metrics
Measurable before-and-after results
| Metric | Before | After DGT |
|---|---|---|
| Daily Productive Hours | 5.5 hrs | 7.4 hrs |
| First-Time Fix Rate | 34% | 54% |
| Annual Overtime Cost | $4.8M | $1.6M |
| Paper Work Orders | 100% | 0% |
The Impact
Headline results delivered
"Our technicians went from dreading the new app to refusing to work without it. MobileOps gave them back 2 hours a day and the information they need to fix things right the first time."
Mark Sullivan
VP of Field Operations, Regional Utility Company