Situation
The operating context
A distributed operation needed one coherent way to connect assets, field activity, service information and management reporting.
Connected field operations
A multi-country field operating platform
Architecture, implementation and deployment of a connected platform supporting more than 2,000 assets across three European markets.
2,000+ connected assetsThree European markets30 blended delivery roles led
A controlled operating spine connecting regional teams, asset truth, field execution and management reporting.
EXTERNAL BOUNDARYTelemetry and service signalsApproved partner integrations
- 01ExperienceWork where the operation happens
- Field mobile
- Service desk
- Regional lead
- 02OrchestrationPrioritise and coordinate work
- Detection intake
- Ticket queue
- Assignment rules
- 03Operational recordMaintain accountable system state
- Asset register
- Visit evidence
- Status history
- 04Insight and controlTurn activity into decisions
- Exception view
- Regional dashboard
- Management report
ASSURANCE BOUNDARYPriority rulesRole-based assignmentEvidence requiredClosure acceptance
KEY CONNECTIONS
- 01Detection to ticket
- 02Asset to visit
- 03Evidence to closure
- 04Closure to reporting
- 01MonitoringDetect
- Input
- Asset signal
- Output
- Qualified event
ExceptionDuplicate or incomplete signal
- 02Service deskTriage
- Input
- Qualified event
- Output
- Priority and response
ExceptionRisk threshold exceeded
- 03Regional operationsAssign
- Input
- Prioritised ticket
- Output
- Named field owner
ExceptionNo eligible resource
- 04Field teamVisit
- Input
- Work instruction
- Output
- On-site activity
ExceptionAccess or asset mismatch
- 05Field teamEvidence
- Input
- Completed activity
- Output
- Timestamped record
ExceptionEvidence incomplete
- 06Service deskClose
- Input
- Validated evidence
- Output
- Accepted resolution
ExceptionRework required
- 07LeadershipReport
- Input
- Closed work and exceptions
- Output
- Regional performance view
ExceptionControl trend escalated
A fictional interface reconstruction showing the principal operating controls described in this case study.
Mandate
The work to be done
Shape the platform, direct delivery and move it into operational use while aligning a five-person internal team and a 25-person development partner.
Delivered
What the work connected
- Ticketing and field-service workflows
- Mobile operational workflows
- Asset and deployment records
- Dashboards, reporting and management visibility
- Architecture, implementation direction and deployment
A useful first conversation