Field Service Management System

The Vendor is required to provide for holistic solution(s) Field Service Management (FSM) System.
- The goal is to gather specifics that will help identify a solution for utility field services operations management to schedule, dispatch, assign, and track, complete and report all field activities.
- Identify the capabilities to manage field activities for agency metering services in a user-friendly format that is accessible on desktop and mobile devices.
- The ability to capture and monitor field activities to improve visibility into forecasting, process and performance improvement, and reporting for progress monitoring is also critical.
- The ideal solution will:
•    Identify a modernized system that is the best fit for multiple teams to dispatch, assign, complete and track field activities, with a focus on system capabilities, total cost of ownership and support.
•    Support employee engagement by providing field services leadership, dispatchers and field services crew members with the right tool for the job.
•    Support customer experience through enhanced options for communication with customers regarding field service requests.
- System include:
•    System shall have easily understood, user friendly interfaces with intuitive designs to facilitate user engagement.
•    System shall be accessible via a website on desktops and mobile devices on all major web browser. 
•    System shall have a responsive web design layout for mobile devices.
•    System shall enable access to mobile apps on mobile devices. 
•    System should be able to work offline while working in an out of range and update back-up once back in range, and restore system in case of device failure. 
•    System shall have AI assisted functionalities for managing field operations such as routing, dispatching, order creation, etc.
•    System shall have the ability for setting programs in multiple languages, English and Spanish at minimum.
•    System shall allow setting access provisioning for read & write user roles.
•    System shall easily integrate with the existing Identity & Access Management system and provide Single Sign on (SSO).
•    System shall have automated work flows and allow setting conditions for different processes with easy 'drag and drop' configuration set-ups and management.
•    System shall have ability for schedule optimization, such as auto-assign based on skills, schedule time, location criteria, service type, hold or cancelled activities, etc. 
•    System shall have ability to manage shift scheduling and forecasting based on employee availability. 
•    System shall have user-friendly customizable interface for the Scheduler Gantt to view details in list or other format such as status bars, heat map, etc. that enables user to view summary and details clearly. 
•    System shall have templates for shifts for various time period (daily, weekly, monthly, etc.) and includes holiday calendar.
•    System shall allow supervisors or dispatchers to assign tasks to be completed.
•    System shall have functionality to add, view and change statuses for Field Crew such as on-site, in-route, on-break, etc. 
•    System shall allow creating and managing different types of dispatch work groups to manage various types of metering (install-uninstall) tasks. 
•    System shall have functionality for managing different types of zones (e.g. Zip-codes, directions, polygon, etc.) and assigning/dispatching crew based on the zones or service areas.
•    System shall support GPS tracking for field activities with ability to see the location of all crews and Field Operations in real-time or near real-time on a map (spatial view) and track time (like pizza tracker).
•    System shall provide GPS navigation system for the field crew to see the route and provide the route optimization. 
•    System shall have standardized forms/ work orders available for various inspections and reporting processes such as meter reads, meter tempering, safety forms, etc."
•    System shall have functionality for viewing task specific work instructions, job aid, safety warnings, notes and comments.
•    System shall have Search functionalities based on several attributes such as IDs, task type, task completed, address, etc. along with sort and filter functionalities.
•    System shall facilitate scheduling based on step by step activities and allow to set criteria to start the next sequential activity once the previous step is completed. With over-ride functionality for manual intervention.
•    System shall integrate and synchronize tasks and task details (such as status, information, etc.) with the Customer Relationship Management/CC&B system. 
•    System shall have functionality to place a WO on hold that requires review (for permits or safety). 
•    System shall maintain a parent-child relation between the WO and its tasks / sub-tasks and have them as attachment so they can be easily located. 
•    System shall have a view to review all incomplete information all on one screen. 
•    System shall have functionality to assist with customer appointments. 
•    System shall have ability to handle bulk WO processing. 
•    System shall have ability to aid complete tasks for multi-family/apartment WO. 
•    System shall have ability to scan and read meter nameplate values and equipment to aid bulk meter install and uninstall tasks.
•    System shall track the changes made by all staff members.
•    System shall have functionality to assign and manage Service Vehicles and truck inventory (Meters, cables, etc. inventory).
•    Delivers required level of user and technical support, e.g., business hours, 24/7 support.
•    Supports best-in-class training and assistance for users using online and offline mediums.
•    Complies with relevant standards for cybersecurity infrastructure and data protection.