Bridging the present and future of telecommunications with field service

Today’s society relies heavily on our ability to communicate with one another. With an ever-increasing demand for instantaneous communication — whether by phone, email, text or otherwise — in both our professional and personal lives, modern telecoms have become as vitally important as any other utility, like electricity.

While we don’t take the act of communicating with each other for granted, the infrastructure that is required to deliver this often becomes an afterthought in many people’s minds.

As telecommunications technology continues to evolve, Australia finds itself at the precipice of our transformation journey. New technologies like wireless broadband networks and satellites are being considered as replacements for copper wire. The federal government is currently reviewing proposals from telecommunications providers, readying the nation for the next step up.

However, protecting communications is more than a matter of making this transition. The question of how to maintain these complex systems remains ever-present. This is especially true in Australia, given the nation’s disparate spread and the skills gap in field service technicians. How can we best maintain systems in our most challenging, remote locations?

A new chapter in Australia’s connectivity

Australia’s transition to a more technologically sophisticated network is critical to competing on a global scale. This hinges on not only our ability to connect metropolitan hubs, but across the entirety of our vast land.

There is still much work to be done in order to bring Australia’s regions up to the speeds of its urban centres. If these initiatives aren’t made altogether national, there is a risk of leaving a vast portion of our country behind in terms of development.

In previous years, changes such as the transition from 3G to 4G have been complicated, leaving some without recourse temporarily. As we turn this page, it’s important to focus on drawing out the most value from our investments, in turn leaving future generations well-positioned.

Complex network considerations

The failure of a single constituent element can cause significant breakdowns across vast networks.

While fibre-optic and copper cables are built to function for extended periods without much intervention, the reality is that modern, sophisticated systems aren’t any less prone to unforeseen outages, weather disruptions or required maintenance. Moreover, key aspects of our future telecommunications infrastructure will be located in remote, difficult-to-access regions, which increases maintenance costs and logistical challenges.

Despite these challenges, modern technologies are set to deliver many benefits.

Intelligent asset management solutions mean that downtime can be planned and adequately resourced via predictive maintenance. When combined with end-to-end visibility over the entire network’s operations, additional assets can manage the workload to ensure the end user doesn’t suffer any repercussions.

Advanced platforms also allow frontline field service workers to access more information than ever before. Gone are the days of clipboards and Excel spreadsheets — instead, an interconnected system utilising IoT and data infrastructures ensures that those ‘up the pole’ have the same information as those back in the office.

Field service workers now have the most detailed information at their fingertips. When managing the most complex aspects of a system, new technologies allow them access to all resources they need to solve issues — whether they are at a cell phone tower in Broken Hill, or an nbn access point in South Yarra.

Putting our outcomes first

In order to achieve the best possible results, we need to access solutions that allow us to track our performance and see the gaps where we can further extend our efforts. Field service management software solutions offer a range of advantages, from optimising labour and scheduling, to minimising manual interventions.

Leveraging IoT-driven real-time monitoring and data analytics to detect anomalies in variables like sound, temperature and vibration are imperative to success. Access to AI-powered insights must be at the heart of any operation, helping to track and address any issues with assets before they get out of hand.

Now is the time to ensure these innovations are applied across all sectors that require field service management. This will enable businesses to make informed, data-driven decisions that benefit not just individual organisations but Australians as a whole, ensuring progress is shared across industries, states and communities alike.

Simone Doolan is the Industry Director for Utilities and Telecommunications at IFS Australia and New Zealand. With over 25 years of experience in asset-intensive industries, Simone specialises in helping organisations transform and optimise their operations through digitalisation, focusing on delivering world-class solutions that empower businesses to perform at their peak.

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