StörMi: Digital troubleshooting at Energie Wasser Bern

Initial situation

What was the situation up to now?

As a total energy supplier, Energie Wasser Bern (ewb) supplies the city of Bern with electricity, natural gas, biogas, district heating, water and fiber optic internet. The networks division ensures a reliable network infrastructure for the various media. The quick and effective elimination of issues is one of the most important processes and is essential for customers. In the past, there were different processes for dealing with disruptions, which were interrupted by different media. Communication between the departments involved was time-consuming, and there was no central information and documentation basis. With the implementation of a new solution, a standardized, cross-media issue handling process was to be created at the same time and the parties involved were to be connected with a digital information string.

Customer benefits

What has improved as a result of the solution?

The "StörMi" process solution offers end-to-end digital 24/7 support for customer service, the operations center and service teams in the field. The parties involved receive tasks and document their activities live on the issue dossier, which is equally accessible to everyone. The flow of information is guaranteed, coordination becomes easier, peer-to-peer communication is significantly reduced. The central communication component can be used to automatically push preconfigured messages to the website and inform dedicated groups of recipients via SMS or email. The complete issue documentation (incl. photos, videos) allows an optimal evaluation. The identified follow-up measures provide valuable information for subsequent maintenance orders.

FROX presented the process solution in a joint webinar with ewb (German only): "StörMi – Digitale Unterstützung in der Störungsbearbeitung"

Advantages of the “StörMi” process solution:

• Uniform process for all pipe and cable media (electricity, gas, water, district heating, public lighting)
• End-to-end process management in fault handling, from ticket to follow-up action
• Up-to-date information on fault handling available at all times for all parties involved in the process
• All faults are recorded, and troubleshooting activities can be tracked and evaluated
• Every malfunction is documented and illustrated with photos where applicable
• Improved ability to provide information internally and externally
• Automated external fault communication (website, email/SMS messages to third parties)

Services

What services have we provided?

As a digitalization partner of Energie Wasser Bern, FROX implemented this modern process solution for the area of ​​network operation. The requirement for the solution was the digital accompaniment of the entire End-2-End process and access for different user groups with different end devices.

Our services for Energie Wasser Bern:

• Support for requirements engineering, involvement in design and UX, implementation support
• Solution architecture, agile software development (SCRUM), continuous delivery, project management
• Support and further development

Platforms & technology

Which platforms and technologies did we use?

• Axon Ivy

Industries

For which industry was the solution developed?

• Energy Sector