Automation exists in some form or another in most service delivery enterprises. Moving
service personnel from job to job is commonplace. Advanced algorithms do the heavy
lifting of scheduling and work order management considering data points such as time
of day, job type, technician skill, technician availability, work schedule, and geography.
The newest applications are now taking equipment on the truck into consideration when
making automated routing decisions. Integration of GPS tools into these automation
systems now provides empirical understanding of a technician’s whereabouts to the
dispatcher. In a world of smart phones and consumer GPS systems, drivers in a large
workforce are exposed to the routing capabilities of GPS. Supervisors in some markets
have even issued consumer GPS guidance devices to techs to assist in getting to a
customer's home, others use their smart phone GPS to do so. One would be hard
pressed to find an employee who is not “GPS -aware.” It is, indeed, everywhere.
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