The Customer: Transfield Services Transfield Services is a leading international provider of operations, maintenance, asset management, and project management services. Its 28,000 employees in Australia, New Zealand, the United States, the United Arab Emirates, Qatar, South East Asia, India, Canada generate more than $2.8 billion in annual revenue. The Customer’s Customer: Housing New Zealand Corporation Housing New Zealand is a government agency that provides New Zealanders with access to good quality, affordable homes. By providing homes to people in need, the agency enables those people to manage their own circumstances so they can make positive contributions to community life. Housing New Zealand manages more than 7500 properties across South Auckland. When Transfield Services was awarded the contract for maintaining these properties, they took responsibility for everything from the roof to the foundation—electrical, plumbing, carpentry, painting, even stove element replacement—in both proactive general maintenance and emergency repair services. The Business Dilemma: Quickly Fix a Diverse Range of Problems Over a Large Territory Every home owner is all too familiar with the seemingly endless array of tasks that are essential to maintain a home. Multiply those tasks by 7500 and you begin to understand Transfield’s challenges: How do you efficiently manage a geographically-dispersed field service team? How do you assign critical jobs—in real-time—to personnel with the right set of skills? How do field service personnel quickly and accurately report back on job status? Transfield Services needed a way to overcome all these challenges in order to meet the service levels demanded by Housing New Zealand; to fall short would cause them to lose the contract.
The Solution: Activiser—Electronic Jobsheets Tailored to Transfield’s Mobile Service Teams Activiser provides a wireless and paperless link between Transfield’s existing systems and their service staff in the field. Access to dynamic, real-time information enables Transfield’s service staff to exceed Housing New Zealand’s service level expectations: When Transfield’s call centre receives a service request, they are able to deliver a job sheet instantly to the right field service personnel. And as soon as the work is completed, the completed job sheet is automatically returned to Transfield’s back office system. The Results: Increased Efficiency, Improved Customer Service, Reduced Costs Activiser quickly and easily integrated into Transfield’s existing systems and processes. And because Activiser is so intuitive to use, virtually zero user training was required. · Increased efficiency: Staff receive job orders in real time, directly on their PDAs. Transfield is now able to complete more service calls with the same number of field personnel and back-office administrative staff. · Improved customer service levels: Transfield is able to respond faster to critical job orders, and they’ve been able to optimize routing of service staff so the person with the right skills shows up at each job. And with real-time access historical customer data, service staff are able to resolve current issues faster. · Reduced costs: Duplicate data entry has been eliminated. Travel—and phone calls—to and from the office have been drastically reduced, as has the need for multiple site visits to complete a job. As an added bonus, Activiser has enabled Transfield to reduce their impact on the environment—they drive fewer miles and therefore generate less carbon dioxide, and they consume less paper by delivering job sheets electronically. Transfield is now considering opportunities to expand their business—thanks to the operational efficiencies provided by Activiser, they are able to increase revenues without increasing expenses.  Pictured: New Zealand’s first state house. Today, Transfield Services maintains 7500 such properties for Housing New Zealand. |
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