Southern Water serves over 4 million customers in the South East of England. When the utility decided that its field data system needed upgrading, it turned to a mobile solution that linked to the corporate information system and involved hard copy printouts on Pentax PocketJet printers.

Southern Water, owned by First Aqua, has a field force that operates, literally, IN A FIELD! Sewerage and Water field staff frequently have to visit water or sewerage installations in remote rural locations that involves crossing farm fields to fulfill their duties. For this reason, Southern Water field staff have long relied on mobile data support that provides vital information about the nature of the visit.

Originally, field staff used paper-based records available from local offices for their field visits. However, since 1995, the utility company has been operating a mobile geographic information system based on pen computers. That system, known as MGIS (Mobile Geographic Information System), was used by both Water Inspectors and Sewerage staff to provide access to accurate GIS records and enabled these records to be updated from the field.

The Efficient Field Working Initiative
However, in 2000, Southern Water initiated a review to replace that system with new tablet-based PCs. Martin Gooch at Southern Water, took up the story: "We knew we needed to move forward with our mobile data solution because the old system did not meet our needs anymore. It provided an ideal opportunity to review and update the operational function of field equipment . On top of the requirement for updateable GIs records being made available to our field workers, the business also needed to provide gas and electricity distribution records (OUR) to our field workers."

User workshops were set up within Southern Water to involve all relevant parties. During these sessions, practical options were discussed and modified to meet end-user needs. The feedback from these sessions helped point the way towards the formulation of a set of requirements for the new system. Southern Water looked at a number of hardware options during this process. Follow-up feedback sessions were again established within Southern Water to help finalize the best solution.

It was agreed that the new system would have to fulfill a number of objectives, one of which was the ability to ruggedize any hardware installed in the Southern Water vehicles - users would not be expected to remove the computer from the mounted case during everyday use.

"The types of vehicles that would benefit from the new remote data system could be anything from Ford Transit vans to Ford Escorts and other operational vehicles, including the large sewerage 'better' used to provide high-pressure hosing of sewerage pipes," Mr. Gooch continued. "So the mobile solution had to be capable of integrating with the power supply of all these vehicles."

After a comprehensive review of the options available, the company chose to replace its 180 laptop computers with Fujitsu 3400 (FJ3400) pen computers and Pentax PocketJet direct thermal printers supplied by London-based RGI Mobile Communications.

Mike Gerschel, Sales Director at RGI added: "The PocketJet delivers the best possible advantages to Southern Water's field workers. The fact that it has virtually no moving parts is a big bonus for them. It means there is less to go wrong, which is critical for a field operation. That and its compact size were the most compelling reasons for integrating the PocketJet™ into the new MGIS system."

Direct thermal printing technology
Pentax Technologies' PocketJet™ family of mobile printing solutions uses direct thermal printing. Direct Thermal printing differs from thermal transfer printing by producing a printed image directly onto thermal paper instead of heating a dye substrate onto the paper from a polymer film. This is a similar process to that used in fax machines for many years. As a result, no messy and expensive ink dyes are used.

The advantages of direct thermal printing also includes the ability to build a very compact device with just one moving part - the paper transport roller. At three pages per minute of text it is also quick enough to satisfy the requirements of most field workers.

Pentax makes two models of PocketJet™ printers - the PocketJet™ II (300dpi) and the PocketJet™ 200 (the lower cost 200dpi option). Both are barely wider than an A4 piece of paper and have an end profile of just 30 x 55mm. Furthermore, they weigh less than half a kilo, including an internal-fit rechargeable battery.

Southern Water provided training in the use of the MGIS hardware and the OUR system to all users including both novices and experienced MGIS operators.

"It was the best possible option which has since delivered far-reaching benefits both to our field workers and to the business," Mr. Gooch added. "The system upgrade has delivered important improvements in the usability, safety, performance and access to a wide range of utility records."

Hard copy in the field
The new MGIS system is now in daily use, and when required, the Windows 98-based MGIS system takes just a few seconds to be ready for operation. Users now have access to all the previous microfiche information as scanned files via the corporate Electronic Document Management System (EDMS). These scanned images have been geo-referenced to the company's water and sewer assets. From the EDMS the OUR records have also been made available to field staff by loading the our data onto upgraded MGIS software so these scanned images can be viewed by field staff on the computer.

Now users access Southern Water records using a software solution from Severn Trent Systems and print out a hard copy of the records for the work area on the PocketJet to consult with the repair gang or the local customer. Thanks to the PC/printer connectivity, this can all be achieved without removing either equipment from its wall-mounted protective case.

The new Fujitsu/PocketJet-based MGIS mobile solutions is saving Southern Water field workers considerable time by eliminating the need to continually return to the office for OUR details in emergency situations. It has also greatly improved remote access to vital data records.

"We conducted a user satisfaction survey after training to ascertain their confidence in the new system," Mr. Gooch concluded. "Needless to say, the system scored very high, thanks to the simplicity and functionality of the system components."

Martin continues "Southern Water has introduced a new MGIS system which enables its field staff to be more efficient by having important H&S data available at their fingertips so that they can resolve operational problems effectively and ultimately deliver a better service to its customers".

Future plans
Southern Water is now undertaking a study, that intends to maximize the value of the new equipment. The study includes extending its use in the field by enabling users to capture data electronically instead of completing paper forms. This 'Field Worker' initiative may include the eventual replacement of the MGIS software currently used.

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