01 / Problem
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.
ProblemInterventionOperating state
2,000+ connected assetsThree European markets30 blended delivery roles led
02 / Intervention
The mandate and system work
Shape the platform, direct delivery and move it into operational use while aligning a five-person internal team and a 25-person development partner.
03 / Operating state
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 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.
Related capability
Build the capability behind the case.
A useful first conversation