| | SEPTEMBER 20208E ERGYTech ReviewAs utility asset management practices and technology continue to evolve, more focus has turned toward the user experience and consumption of relative information visualized in real-time. Historically, asset management information was unidirectional. That is, information from the field typically flowed in one direction, and those providing the information were not able to experience the impacts of the data. This, in turn, created the potential for disengagement, and even disbelief that the data being collected though maintenance and field inspection was even being utilized at all. Today, the need to have bidirectional information has never been more apparent. Managing assets requires front-line employees responsible for operations, maintenance, and data collection to have readily available information at their fingertips. Decisions need to be made quickly and actions made swiftly to ensure a higher level of service provided to customers is sustained and even enhanced. Therefore, focusing on the user experience as a primary design characteristic to support bi-directional data flow has impacted the business environment, as the tools need to be designed with this in mind. This article will explore how California Water Service (Cal Water) is focusing on user experience and the impact it has to evolve Enterprise Asset Management (EAM). Humans are wired to consume data more effectively in certain ways, whether it is the way it is oriented, colors, shapes, intensity of contrast, and so forth. What all of the variations come down to is data visualization. Andy Kirk, author of Data Visualization: a successful design process, wrote, "Visual analytics is the representation and presentation of data that exploits our visual perception abilities to amplify cognition."What Kirk and many others have identified as key to growing data-rich processes, such as EAM, is the ability to present them in a manner that creates a desired response or action. At Cal Water, the Asset Management Team focuses on data visualization to consume the bi-directional information in the field. An example of how data visualization has been implemented is showing a status change of a valve maintenance work order, such as it being recently completed, spatially on a map. The information uploaded is stored and simultaneously returned to express how that single work order affects the reliability, functionality, and relationship of a larger system. The desire of visually appealing data has created a positive impact by providing information in a fashion which can be understood by a broad set of front-line employees with minimal training. However, it also requires more upfront design and increased iteration to ensure optimal visualizations across a diverse population are met. Not only is data visualization key, but the quality of the data also takes on a new level of importance. Creating a positive user experience and increasing data quality are top priorities across the utility. These priorities have highlighted the need to integrate systems, as disparate data systems detract from the overall user experience in two primary ways. First is repetitive data entry; without integrated and synchronized data systems, users are often required to enter duplicate data into multiple systems. Secondly, due to entry errors or lack of synchronization, users may be presented with conflicting data points. This results in reduced confidence in the data and, ultimately, frustration from the user. Cal Water is using system integration to reduce this potential to obtain accurate, synchronized data. The first wave of integration will includes integrating Cal Water's EAM system with its geographic Information System (GIS) along with its mobile workforce system. This will enable field technicians and maintenance personnel to access asset data on-demand, in the field, and to enter maintenance data directly. Through integration and controlled synchronization, relevant data can flow to other Evolving Enterprise Asset Management through Enhancing User Experience By Mike Fogel, Stephen Harrison, Tiffany Love, and Paul Yang, California Water Service IN MY OPINION
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