The 8th Annual

23-24 June

The UK's two-day retreat dedicated to boosting field and mobile workforce efficiency


Shendish Manor, Apsley, Herts

Field Service and Mobile Workforce Management (FSMW 2010)
The effects of the recession are still being felt in some quarters– but its legacy is universal. Project managers have had to learn fast how to make every penny count and new technology solutions are being purchased when efficiency gains can be clearly demonstrated. For those running field and mobile operations in 2010, a growing concern is responsibility for the lone worker’s health and safety, particularly whilst working in hostile environments. Many organisations are turning to field and mobile technology to provide safety assurances for their employees. As always, this year’s FSMW 2010, is packed full of practitioner case-studies from a range of different industry sectors. All of these will demonstrate quantifiable results from technology implementation and will reference attention made to health and safety requirements as well as the accompanying necessary culture change. Understandably, as a manager of a field or mobile project or team, your time is precious right now, but by attending FSMW 2010 for two days, you will save months of work. Indeed, one of our 2009 attendees re-thought their whole approach to their project, purely because of insight gained from our speakers at last year’s event. By choosing the right technology partners and getting upfront advice from our speakers on the common pitfalls before you begin, you can avoid wasting a single second of your time.

At FSMW 2010 you can:
» » » » » Adapt your strategies towards field and mobile working based on insight from the most advanced organisations Hear first-hand accounts of successful project implementations with demonstrable results Find out how to ensure the health and safety of your field and mobile workers Assess the latest services and solutions in the marketplace Network with your peers and learn from other projects

Who should attend FSMW 2010?
FSMW 2010 has been designed for senior decision makers in field service and mobile management, operations and IT who are sourcing field and mobility upgrades or seeking to implement a brand new enterprise mobility solution for the first time. The programme will be specifically designed as a cutting edge forum for those organisations that are planning live projects within the next 3-18 months and will be particularly relevant for the following industry sectors: » » » » » » » » » » » » » » » » Utilities Engineering Manufacturing Facilities management & Vending Construction Housing Transport Logistics Retail (Home Delivery) TV, Entertainment & Media Telecommunications Lifting Emergency response services Police Healthcare Local Government

The FSMW 2010 programme:
At the heart of FSMW 2010 is a two-day conference with two distinct streams, one looking at strategic management issues, including the necessary decision-making processes and the management approach towards mobile working and the other at the implementation of technology and solutions. Key topics include: » Keeping field and mobile workers safe and healthy when working in hostile or dangerous environments » Delighting the customer by delivering excellent customer service » Presenting the formation of a strategic approach to mobile working in the Metropolitan Police Service » Playing to the strengths of a mobile team » SUPPLIER DISCUSSION PANEL - Your chance to quiz the suppliers on where they think the market is going In addition to the two-day conference the key field service and mobility issues will be discussed in a series of interactive round-table discussions and one-to-one consultative meetings with solution providers.

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Delegate Information
Why is FSMW ‘by qualification only’?
Because FSMW 2010 is designed to enable senior managers to learn from each others' experience we apply strict qualification criteria. This ensures all delegates are of a similar level of seniority, experience and responsibility. In order to qualify, you will need to be playing a key role in implementing field service or mobility management projects in your organisation.

One-to-one meetings

The 30 minute consultative one-to-one sessions will give you the opportunity to sit down with senior representatives from leading solution providers, and quiz them on exactly how they can help you solve your challenges.

Superior networking opportunities

The programme

This has been researched with senior practitioners, experts and leading solution providers. From this in-depth research, we have isolated the current key challenges and have developed a programme which addresses them. All sessions are entirely practitioner-led, meaning that you will hear end-user case studies covering both the challenges and benefits of implementing enterprise mobility solutions. A combination of streamed sessions and plenary keynotes allows you to customise your agenda to maximise your learning and development around your own business challenges.

Our strict qualification process guarantees uniformly senior delegates at the same stages of strategic decision-making, facing the same management and implementation issues. The structure of the event allows plenty of opportunity to discuss and debate strategies and develop business contacts.

FSM 2010 will have a range of solution providers who are specialists that can help with all the issues on the programme and can provide solutions relevant to the projects and business challenges you may facing in the next 18 months. We will have 2-3 suppliers per technology so that you get a balanced view and can choose the solutions that fit your needs. Hear from leading suppliers as well as niche players; so that after two days you will be able to have a good idea which suppliers you will want to meet with again and potentially work with.

Day One – Wednesday 23rd June 2010
Stream A: Strategic Management 09:00 09:30 Registration and refreshments How mobile technology implementation will enable Amey to service more miles of road than ever before * Mounting PDA devices in Amey vehicles * Capturing the exact position of faults on the roads using GPS technology * Overcoming the challenge of precise recording, when travelling at speed * Addressing the health and safety concerns * Demonstrating the results in terms of miles of road serviced * Moving the project to the next level Martyn Capes, Head of ICT Improvement, AMEY Group One-to-one business meeting/Networking One-to-one business meeting/Networking CASE STUDY: Becoming an industry leader through Mobile data - the really easy approach changing company culture and an effective use of * Mobile data in the construction industry mobile technology * Describing the challenges * Identifying data needs and effectively capturing data * A history of mobile data within Balfour Beatty Workplace * Automatically scheduling work Local Authority * Implementing mobile working * Introducing REDCap - Really Easy Mobile Data * Introducing rugged laptops * Using technology for Near Miss Reporting * Engaging employees using techniques such as roa * Looking ahead to the future shows, team briefings and direct messages Steve Marley, Operational Systems Manager and Steve * Incorporating engineer feedback for technology Randall, Systems Analyst, Balfour Beatty Infrastructure modification e.g. image capture * Demonstrating clear results: service levels up, overtime payments down Iain Fry, Head of Change, Anglian Water Stream B: Technology Implementation

10:00 10:30 11:00

11:30 12:00 12:30 13:30

One-to-one business meeting/Networking One-to-one business meeting/Networking Lunch PLENARY SESSION: Supplier discussion panel Your chance to quiz the suppliers on where they think the market is going. This is a critical opportunity to engage suppliers in the debate and ask them your burning questions. * Creating solutions that can deal with the complexity of field service including safety concerns and team working * Discussing alliance activity and tri-party arrangements: how can the supplier take more of a role in bringing the components together? * What do customers want their suppliers to do in terms of developing software and hardware and integrating them together? * Where do suppliers see the market going in 3 years? Where do customers see it going? * How does the iphone interact with enterprise mobility? Does it blur business and personal use? * Why is there a lack of cheap ruggedised PDA devices on the market? Stef Coetzee, Vice President International, Netmotion Wireless Ltd One-to-one business meeting/Networking OPTIONAL: ENGLAND WORLD CUP GAME Delegates who wish to watch the World Cup game may do so in the hotel bar. The full conference will resume from 1630hrs. Extracting side benefits from a vehicle tracking solution: developing an optimum solution for traffic calming * Capturing data through the vehicle tracking solution * Explaining how the system works * Demonstrating how the field service system is being used and developed * Discovering benefits not listed in the original project objectives! M.Lyn Roberts, Programme Manager, City & County of Swansea with Professor, Swansea University

14:30 15:00


Optimising performance using handheld mobile devices * Linking mobile devices to a key performance indicator (KPI) dashboard * Tracking KPIs: choosing which performance indicators to report on * Extracting the information you need for business * reporting and performance improvement Phil Murray, Maintenance Service Manager, United Utilities

CASE STUDY: Implementing field service technology at Facilities Services Group Mark Cochrane, IT Account Manager, Facilities Services Group


Beyond the IT, ensuring the timely distribution of physical goods in field service * Distribution methodology: ensuring your field worker can get the physical parts he needs in order to complete the job on time * How much does the non-delivery of parts to engineers cost an organisation? * Providing local collection points to reduce mileage and carbon footprint and increase the number of jobs that can be completed per day Session Reserved for Client Speaker, Business Direct End of day one Drinks reception and dinner

17:30 19:00

Day Two – Thursday 24th June 2010
Stream A: Strategic Management 08:15 08:30 09:00 CHECK OUT Registration and refreshments Presenting the formation of a strategic approach to mobile working in the Metropolitan Police Service * Investigating and selecting mobility options * Trialling and testing the solutions * Implementing the solutions; challenges identified during roll-out * Demonstrating the benefits and establishing the lessons that have been learned so far * Predicting the future of mobility in the Metropolitan Police Service Nigel Lee, Programme Director, Command and Control, Metropolitan Police Service Stream B: Technology Implementation


RESEARCH STUDY: Discussing findings on research into user acceptance of field and mobile technology in the construction sector * Presenting findings from user acceptance testing in 40 construction companies * How does someone who has been using traditional tools to do their job accept new mobile technology? * Demonstrating qualitative and quantitative data describing the users’ attitudes Neill Pawsey, Programme Manager, COMIT and also Research Engineer, Loughborough University and European Project Manager, FIATECH One-to-one business meeting/Networking One-to-one business meeting/Networking CASE STUDY: Delivering greater efficiencies to the National Rail network through telematics and workflow management * Installing TomTom WORK connected navigation in vehicles to optimise vehicle management * Using telematics and GPS to deploy the mobile workforce accurately and effectively minimising response and turnaround time * Workflow management – full visibility of cost of job for transparent and accurate billing to customers and costing of jobs for future business * Addressing health and safety at work – driving behaviour, greener safer drivers Lee Clinton, Installation & Commissioning Manager, Telent Rail One-to-one business meeting/Networking One-to-one business meeting/Networking Lunch PUBLIC SECTOR ROUNDTABLE DISCUSSION FORUM: Rationalising government assets through mobile working * What issues in field and mobile working are specific to the public sector? * Counteracting the reduction in public spending caused by the recession and the associated threatened job losses * Dealing with a change in Government: are there new targets and objectives for public sector field service and mobility? * Innovating to reduce office space and the size of your vehicle fleet * Discussing collaborative procurement options when pu chasing IT solutions * Benefiting from insight from the commercial sector Session Chair: Marcus Elsom, Head of Strategic Projects, Isle of Wight Council One-to-one business meeting/Networking


10:00 10:30 11:00

CASE STUDY: Implementing a mobile reporting system to reduce invoicing delays * Conducting a working capital study * Addressing invoicing delays: the limitations of a * paper-based system * Introducing an electronic mobile reporting system * Overcoming unanticipated cultural barriers * Addressing engineer acceptance: hardware and usability * Supporting technological change in the back-office * Demonstrating the results Alun Jones, Head of IT – Western Europe, Middle East and Africa, Konecranes UK Ltd

11:30 12:00 12:30 13:30

CASE STUDY: Implementing digital pens for your workforce to meet customer needs * Describing the customer’s needs: why members of the public can be “paper orientated” * How digital pens fit in with the new “insurance culture” * Demonstrating how the technology works: how workers can take the data off site with them * Comparing digital pens to PDAs * Which industries are digital pens better suited to? Speaker to be confirmed

14:30 15:00

Playing to the strengths of a mobile team * Typical challenges that mobile teams face * The benefits of playing to team strengths * Understanding the strengths of a mobile team * Team working strategies for mobile teams Emma Trenier, Consulting Psychologist, Centre of Applied Positive Psychology (CAPP) Close of event