Case Study
Diam Elevates its Customer Satisfaction and Operational Excellence through Digitalization
Public Authority for Water – Diam provides drinking water for all regions of Oman with exception of the Dhofar Governorate. Diam’s Vision is to be a world class utility contributing to the sustainable development of Oman.
In order to achieve the Vision and Mission – in line with Government Policy of expanding water access countrywide – Diam has prepared a strategy and one of the strategy is “Asset Management and Operational Excellence.”
Business Situation
Diam is using Infor EAM to manage their utility network assets and its maintenance operations.
In order to enhance their operations further and with the vision of having “Integrated solution on CMMS platform”, Diam decided to extend the capabilities of their EAM platform with advance modules and integrations to their existing applications.
Challenges
- Improve customer satisfaction & service.
- Adherence of QHSE and compliance
- Empower their large On-Field workforce with Mobility
- Improve customer experience with eservice integrations
- Disconnected Inventory & spare parts management for maintenance
- Silo systems and disconnected applications
- Low visibility on asset performance
Tool & Technologies
- Infor EAM , EAM Mobility, GIS Integration
- QHSE Module
- Mobile Workforce Management
- Barcode Solution
- Integration to Public Service Portals & ERP
- Contractor Performance Management
- FACILITYCONNEX – Predictive Analytic Platform
- Asset Performance Management
Solution
Intertec implemented Integrated Asset Management Solution with Infor EAM and extensibility technologies. The solution has been rolled out in 2 phases. Phase 1 with focused on building an integrated asset registry and effective maintenance strategies to mange their large number of contracts. Phase 2 with advance maintenance features like mobility, Predictive analytic platform and integration to their existing applications.
- Integrated EAM platform
- E-Service and “Customer Care & Billing” Integration to enhance customer experience
- QHSE – to conduct Safety & Quality Inspections , mange Risk & performance Analysis , track incidents and audits.
- Mobile Workforce Management – to manage operation requests, perform filed activities and perform Inspections & utility readings.
- Predictive Analytic platform to enhance asset performance
- Barcode module integration to optimize the inventory operations.
- Asset Condition Monitoring with SCADA Integration.
Outcome
- Improved Customer satisfaction and reduced lead time
- Increased employee efficiency with streamlined workflow process & digital enablers.
- Improved safety and Compliance
- Transparency with Contractor Operation.
- Improved visibility on Asset Condition & Performance
- Improved decision-making by providing better analytical and reporting capabilities.