Field operations, network operations and contractor management teams

Send the right technician, with the right part, to the job that matters most

Sixty field jobs are open for twelve technicians. The oldest job is a cabinet nobody depends on. A tower serving a district clinic has waited since the morning.

Request a working session The product that runs it: Field & Workforce Operations

Read the journey; a working session shows it running.

Seen by the customer · Field app

From the record, not a run: what would reach them, on Field app, SMS.

The case

Annotated from the record

What happened

Sixty field jobs are open for twelve technicians, and the oldest job is a cabinet nobody depends on while a tower serving a district clinic waits.

Sixty field jobs are open for twelve technicians. The oldest job is a cabinet nobody depends on. A tower serving a district clinic has waited since the morning.

What it reads

The open jobs and the customers behind each site
Technician skills, location and hours
Parts availability and site access
Safety policy, freezes and change approval

Checks before anything is sent

Safety policy, site access, parts availability, maintenance freeze and change policy checks pass.

Every option considered, including doing nothing

The jobs ranked by the customers and revenue behind each siteConsidered
A remote fix, where the fault allows oneConsidered
A rescheduled visit, where site access or the part is missingConsidered
No dispatch, where the safety policy or a freeze forbids itConsidered

Doing nothing is one of the outcomes, and it is recorded with its reason. The options are the record's own; a run decides between them.

Evidence record

Preview

Reference: The reference of the saved run.
Decision: One of the options, including no action, with the reason.
Checks: Safety policy, site access, parts availability, maintenance freeze and change policy checks pass.
Evidence kept: Job list
customer impact
ranking reasons
schedule
route
parts
work order
controller response
first-time-fix record
The measures: First-time fix and time to restore on the jobs that mattered most, against jobs re-visited.
Connection: Written on every record: the systems the run read, and the sample it ran on.

The shape of the record, with no values. A reference appears only after a run is saved.

The improvement, and how it is measured

Hypothesis

A visit that fixes the job first time costs one trip; one that finds the part missing costs two and the customer's confidence.

Modelled

The mechanism that could produce the result, stated; the figure is measured in the pilot.

Observed

Measured in a pilot’s validate stage, on your systems, against a comparison agreed first.

The result, the mechanism, the measurement, and the record’s five answers

Desired result

Improved service and reliability; lower cost/energy; better CAPEX prioritisation; reduced MTTR

Mechanism

Collect → validate topology → detect/forecast → quantify impact → recommend → human/controller approve → execute → verify service/economic result → learn

Measurement

Matched site/cell comparison, stepped-wedge rollout or before/after with seasonality controls; technical and economic acceptance criteria

Measured on: Service experience; utilisation; incidents; MTTR; repeat fault; avoided congestion; cost; energy; affected customers; incremental/retained value

01
Desired result
The result wanted.
Improved service and reliability; lower cost/energy; better CAPEX prioritisation; reduced MTTR
02
Mechanism
The mechanism that could produce it.
Collect → validate topology → detect/forecast → quantify impact → recommend → human/controller approve → execute → verify service/economic result → learn
03
Evidence required
The records kept to show it.
Telemetry snapshot; topology/version; recommendation; approval/change ticket; controller response; before/after KPI; finance validation
04
Costs and risks
The cost, and the ways it can go wrong.
Costs: Implementation + annual licence by network scale/use case; optional managed analytics; verified savings only with agreed finance baseline
If it fails: Default to observe/recommend; never make unapproved network change; open incident; preserve last-known-good config and audit trail
05
Measurement approach
The measure that shows it helped.
Matched site/cell comparison, stepped-wedge rollout or before/after with seasonality controls; technical and economic acceptance criteria
Measured on: Service experience; utilisation; incidents; MTTR; repeat fault; avoided congestion; cost; energy; affected customers; incremental/retained value

Measured in the pilot's validate stage, on your systems, with the comparison agreed first. Every line above is the record's own design intent.

The business side

The change: First-time fix and time to restore on the jobs that mattered most, against jobs re-visited.
Running cost: Implementation + annual licence by network scale/use case; optional managed analytics; verified savings only with agreed finance baseline
What evidence supports it: Job list, customer impact, ranking reasons, schedule, route, parts, work order, controller response and first-time-fix record.

The journey in detail

Step by step, from both sides

Step	What the customer experiences	What the operator does
The momentThe moment that started it.	Sixty field jobs are open for twelve technicians, and the oldest job is a cabinet nobody depends on while a tower serving a district clinic waits.	Reads the open jobs and the customers behind each site, technician skills, location and hours, parts availability and site access, safety policy, freezes and change approval.
The decisionThe decision to be made.	The customer's screen is unchanged.	Ranks the jobs by the customers and revenue behind each site, and schedules and routes the technicians with the parts each job needs.
The safeguardsThe conditions that stop it.	Still unchanged: the action waits until every check has passed.	Safety policy, site access, parts availability, maintenance freeze and change policy checks pass.
The actionThe action that reaches the customer.	Dispatch through the work-order system on approval, and tell the customer waiting when the visit will come. Reaches them on Field app, SMS.	Recommends. The system that holds the right confirms, charges or provisions.
When it goes wrongThe failure, and the recovery.	The tower is dispatched first and the technician arrives without the access permit, so the visit is wasted and the clinic waits another day.	Site access coordination is a check before dispatch, the permit is requested with the job, and the work-order record shows the wait was the permit's, not the technician's.
The resultThe change it made.	What changed for them is what is counted; nothing else is claimed.	First-time fix and time to restore on the jobs that mattered most, against jobs re-visited.
The proofThe proof anyone can check.	Can be answered for, later, from the record.	Job list, customer impact, ranking reasons, schedule, route, parts, work order, controller response and first-time-fix record.

Operator systems remain authoritative. HeuriTel reads these to propose an action; it does not decide on their behalf.

The failure, and the recovery

What goes wrong

The tower is dispatched first and the technician arrives without the access permit, so the visit is wasted and the clinic waits another day.

What happens then

Site access coordination is a check before dispatch, the permit is requested with the job, and the work-order record shows the wait was the permit's, not the technician's.

The products in this journey

Runs the decision
Field & Workforce Operations
Field jobs are prioritised by the customers and revenue behind them; technicians are scheduled and routed, parts demand is forecast, and tower and fibre maintenance is predicted before the fault, with each dispatch approved through the operator's change process.
Contributes
Network Operations & Autonomous Networks
the faults and remedies that raise the work orders
Contributes
Contact Centre & Customer Care
the customer waiting for the visit
The definition it demonstratesHeuriTel Field Job Prioritisation
Results it movesReduce avoidable service cost · Turn network capabilities into enterprise services

Available to see today

Read the journey; a working session shows it running.

Request a working session