Morrison Utility Services deploys TOA Technologies' ETAdirect to transform how its field workforce maintains the UK's utility infrastructure

U.K.'s leading utility service provider is using the ETAdirect field service management solution to manage its mobile workforce's complex multi-task jobs, meeting regulatory commitments and increasing productivity

Oct 10, 2013, 07:38 ET from TOA Technologies

CLEVELAND and LONDON, Oct. 10, 2013 /PRNewswire/ -- Morrison Utility Services (MUS) knows that maintaining the U.K.'s utility infrastructure is a big undertaking. In fact, a single job to fill a hole can take more than 20 tasks spread across different specialized field employees. To be successful, the biggest challenge for MUS, which renews, refurbishes and maintains U.K.-based utilities' infrastructures and networks, is this: coordinating how the components and variables are delivered in a specific order to get the job done. After all, the concrete can't be poured before the gravel is laid. Because of its unique ability to optimize field work in a certain sequence according to any number of factors, MUS selected TOA Technologies and its ETAdirect solution for complex field service management work.

(Logo: )

"Time and timing is everything to us – it's our mission to maintain a utility infrastructure with as little disruption as possible. We are obligated to our utility clients, local governments, and ultimately consumers, to complete jobs efficiently and on time," said Andy Carter, head of business process improvement, Morrison Utility Services. "Because of the deadlines and complexity of the jobs we take on, particularly in the reinstatement services group which has literally thousands of unique tasks in a day, this is not an easy mission to fulfill. And so it became clear that if we wanted to be the best partner to our utility clients, we had to better manage our field operations.

"ETAdirect is the only field service management solution that can truly optimize our complex field work, and keep learning our tasks and routes over time to continuously improve the results. With this powerful and precise approach to field service management, ETAdirect will help us comply with service agreements, stay ahead of our workload, save fuel costs and empower our field teams and dispatchers with the right information to make quick decisions as priorities shift."

Morrison Utility Services has deployed ETAdirect first within its reinstatement services group. By using the field service management solution, MUS can:

  • Route mobile employees based on a variety of factors, including service agreement requirements, a specific linked succession of activities or employees' skill sets
  • Optimize field technicians' schedules automatically, reducing time to dispatch, decreasing fuel costs and increasing jobs completed per day
  • Manage field work and employees with real-time visibility, allowing them to better handle changing priorities, such as when emergencies occur

"As utility consumers, we all know what it's like to be inconvenienced by an unfinished water pipe or a severed electrical line. But what we don't typically see is all of the complicated variables that companies like Morrison Utility Services need to get right behind the scenes to successfully fix these types of problems – the different skillsets of the workforce, the vehicles and the equipment, the specific timelines they have to meet and the orchestration of all these different pieces," said Yuval Brisker, co-founder and CEO of TOA Technologies. "By applying our advanced learning engine to field service optimization, we can predict how work needs to be scheduled and routed to ensure that work can be handled on time and in the right order. I'm proud that Morrison Utility Services, using ETAdirect, is a prime example of how the utilities industry is innovating. With ETAdirect, MUS can manage its resources in the field more efficiently, ultimately keeping their promises to their utility clients and to consumers like you and me."

TOA Technologies is the leading field service management solution provider for the global energy industry. Partnering with utilities like E.ON, one of the U.K.'s leading power and gas companies, TOA has been recognized as the solution of choice to support the utility industry as it contends with new regulations and technologies. A Leader in the Gartner Magic Quadrant for Field Service Management,TOA has been recognized in the industry with the European Smart Metering Award in the category of Smart Metering Service Provider 2013.

For more information about how TOA Technologies is improving field service management for utilities, go to

About Morrison Utility Services

Morrison Utility Services is the UK's leading utility service provider. We work with utility company clients in the electricity, gas, water and telecommunications sectors helping them renew, refurbish and maintain their infrastructure and networks.

Our vision is to be the leading utility service provider delivering a cost effective, quality service to our clients and achieving acceptable financial returns. In simple terms this means 'delivering what we promise' with safety as our number one business driver.

About TOA Technologies and ETAdirect

TOA Technologies is a leading provider of field service and mobile workforce management software solutions. ETAdirect, TOA's complete cloud-based field service management application suite, holistically manages the entire service delivery process from start to finish: from the moment an appointment or service is requested, through planning, routing and scheduling, to real-time customer communications and field management. ETAdirect measures everything that happens in the field, from travel times to appointment length, and creates unique performance pattern profiles for each and every person in the field. TOA's patented statistical analysis engine then uses these personalized profiles to predict when things will happen and how long they will take. With the most accurate schedules and ETAdirect's browser-based and device-agnostic field service mobile app, mobile employees are empowered to get the job done right, on-time and the first time. ETAdirect is quickly deployed, highly configurable and easily integrated with existing CRM, ERP and other systems.

Across four continents, TOA Technologies and its ETAdirect solution suite manage diverse mobile workforces in the satellite/cable/broadband, telecom, utilities, insurance, home services and retail industries, helping them achieve their goals of reducing operational costs while dramatically enhancing the customer experience. A Leader in the Gartner Magic Quadrant for Field Service Management, TOA Technologies is headquartered in the United States and has offices throughout Europe, Latin America, Australia and New Zealand. To learn more, visit

Available Topic Expert: For information on the listed expert, click appropriate link.
Yuval Brisker

Media contact
Kayleigh Fitch

SOURCE TOA Technologies