Enbridge Gas faced a critical issue that not only affected their operational efficiency but also had a significant impact on customer satisfaction. Some workers were inaccurately recording meter readings, leading to incorrect billing and an overwhelmed call center. Our team was brought in to devise a solution that would address these challenges head-on.
We initiated our process with an immersive approach, conducting extensive worker interviews, truck ride-alongs, and shadowing service call technicians. This deep dive into the daily routines of Enbridge employees was crucial to understand the root of the problem and the operational challenges they faced. The primary issue was the outdated technology in use – archaic Scantron machines that required manual entry and data offloading, a time-consuming and error-prone process.
Our first objective was to digitize and streamline this process. In an innovative collaboration with Apple, we flew to their Cupertino office to develop a custom solution. We designed a rugged case for the iPad mini, tailored to the demanding conditions of fieldwork. The case had to be durable, easy to carry, equipped with a built-in battery for long workdays, and operable with gloves in Canada's harsh weather.
Next, we focused on a custom app that would revolutionize the way Enbridge managed its field operations. The app included a real-time truck location tracker, providing head-office with a bird's-eye view of daily operations. A standout feature was the custom Optical Character Recognition (OCR) technology, trained specifically to read the unique fonts on gas meters. This advancement dramatically increased efficiency, especially in large condo complexes.
Moreover, we ensured all data was synced with the cloud in real-time, eliminating data loss and enabling dynamic job reassignments based on priority or route optimization. This not only reduced unnecessary driving but also significantly improved worker morale. As Enbridge drivers are commission-based, the new system allowed them to cover more houses in a day – approximately three times their previous capacity.
The results were remarkable: Enbridge experienced a surge in productivity, access to real-time information, and enhanced analytical capabilities. Customers benefitted from more accurate and timely billing, resolving the initial challenge. This project was not just about designing a digital tool; it was about creating a solution that had a tangible, positive impact on people's lives.
As the design leader of this project, I am particularly proud of the outcome. It exemplified the power of thoughtful design and technology in solving real-world problems and improving operational efficiency. The success of this project reinforces my belief in the transformative power of design and affirms my capability to lead and innovate in complex, impactful projects.
© Brian Ross Design 2024