$60 fixed draft due in 6hrs ..final paper in 12hrs 3000 words
Service Stream Limited
ETA Mobile training for O&M Field Staff
Project Management
2
Housekeeping
Welcome participants to the Induction Program.
Introduce yourself – Name – Experience within Service Stream/Career
Overall training overview
Guest speakers (if applicable)
Mobile phone placed on silent or turned off
Location of facilities. E.g. Fire exits, bathroom and kitchen
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3
| # | Topic | 45 mins |
| 1 | Welcome and introductions | 5mins |
| 2 | ETA Training Manual – introduction | 5mins |
| 3 | Starting your day | 10mins |
| 4 | Work order, activities & routes | 15mins |
| 5 | Ending your day | 5mins |
| 6 | Questions & answers | 5mins |
Agenda
Welcome participants, introduce yourself and other guest trainers & speakers
Talk thru agenda – 2 hr training consolidated
Talk thru roll out part 2 training – finance - Criag
Write down questions for end of training
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4
ETA Training Manual
Important phone numbers
PCR codes list
Business processes
Role expectations
Escalation process and channels
Training manual can be used for:
Contact numbers
Processes and expectations consistency
Cheat sheets
Evolving manual and will be on SharePoint
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Support & Escalation guide
| Escalation point | Contact details |
| Field Supervisors | Your FS is the first point of contact for all enquiries and escalations. |
| WMC | 03-90406127 omma.wmc@servicestream.com.au omma.hfc@servicestream.com.au omma.remediations@servicestream.com.au |
| Finance enquiries | ommapayments@servicestream.com.au |
| NBN - Copper Workflow Management NBN - Copper Activation NBN - HFC FSO NBN - Copper Jeopardy NBN - TCS Tier 1 | 1800 626 936 1800 626 762 1800 626 225 1800 626 936 1800 626 662 |
All details on this slide are in the training manual
First point of contact is always your FS
If unavailable then try another FS or FSM
Contact WMC for all incomplete jobs
Finance can only be contacted via email
Contact NBN for all incomplete jobs
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Beginning your day
Login to ETA Direct – Mobile
View all activities scheduled
Activate your route
https://login.ETAdirect.com/ssmportal/m
| Business Process |
| Role Expectations |
ETA Direct works on all devices and ideal browser is Google Chrome
Login anytime – to view jobs
Look out for Business Processes and Role Expectations
Activate Route by 8am or 1pm else jobs will be taken away without notice
Introduce yourself – Name – Experience within Service Stream/Career
Password resetting can be done by WMC and IT
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Work orders, activities & routes
VIEWING
Work Activities
Appointment details
EU contact details
Technical details
Required Tasks
Tests, notes and reports
Home screen – summary of days’ route and all jobs allocated
Two categories – Scheduled (appointments) and Non-scheduled (commitments)
Change order of jobs – by contacting WMC and NOT your Field Supervisor
Non Scheduled jobs MUST be completed by PRD or Scheduled date of completion
Dates – you can view history or jobs and view jobs completed in the past
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Starting an activity (on-site)
| | Always start activities as soon as you arrive at the customer’s location, even before you get out of your vehicle. |
| | All appointments must be started on ETA at or just before the specified appointment time. ATLAS must simultaneously be used to “On-Site” jobs. |
| | You cannot start the second or lower numbered activity on the list without completing the first! |
DO NOT start an activity before arriving on-site as it leads to EU complaints to Service Providers
HSE questions are always the first part of starting any activity
Complete JSEA form
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Completing an activity
Read the scope
Enter PCR Codes
Input O&M as built details
SoR & materials information
Additional materials
Photos using evidence cam
Customer confirmation
Close on ETA and ATLAS simultaneously
To do this, ETAdirect will ask a series of questions to determine how the job was completed depending on:
The type of connection (FTTP, FTTN, FTTB, HFC) and
The type of work activity (installation, assurance or remediation)
Capturing this information helps to ensure information regarding payments and materials inventory is kept up to date.
Be prepared to attach photos as evidence for work completed if relevant
Customer confirmation is required to complete a job
Refer to Appendix 3 and 4 in ETA Training manual for list of PCR codes
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Contacting WMC (Workforce Management Centre)
| ROLE |
| Operations Manager |
| Team Leader (TL) |
| SME (Subject Matter Expert) |
| OMMA Scheduler |
| OMMA Balancer |
| Remediation team |
| O&M Scheduler |
For all “incomplete” jobs:
Contact your Field Supervisor
Request a sequence number
Contact NBN
Contact WMC
| Priority | Description |
| 60 | Accelerated Install ** High Priority ** |
| 99 | Urgent on-the-day fast track Medical emergencies / Priority Assistance Matters affecting national security Circumstances where the customer identifies a risk to their safety |
Contact WMC for all – cancellations, suspending jobs, changing order of jobs, NIA and all incomplete jobs
Based on priority numbers and appointment timings, some work activities cannot be rescheduled
NIA process –
on-site on time on site only,
call WMC after waiting for 20 mins from on-siting,
call WMC when you’re still on site
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Ending your day
Deactivate route
Log out
Appendix 1 Escalation procedures
Appendix 2 Contact details
Appendix 3 PCR Codes
Expectations only – deactivate route and log out
If not, expect to get phone calls since WMC will assume you’re still working
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Questions?
Conclude by summarizing what topics were covered and ask participants verbally how they feel
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