$349 Registration Fee

Room 122 A
April 9, 2019  |   8:00 AM - 3:00 PM 



7:00 AM - 8:00 AM

Continental Breakfast - Rooms 129 A/B



7:30 AM - 8:00 AM 




8:00 AM - 8:15 AM

Welcome / Introduction to Field Services Synergy Group


 Crystal Whitaker, Mgr, IT Business Solutions, NextEra Energy/Florida Power & Light


8:15 AM – 9:00 AM

Attendee Introductions:

  Attendees will introduce themselves, the type of utility they represent, and Hot Topic / Top of Mind topic.
9:00 AM – 10:00 AM
Applying Robotic Process Automation (RPA) to Assist with Field Work Completion

Speakers: Cherdell Singleton, Mgr, Business Applications & Reporting,
Kent Tenney, Analyst Sr IT Systems
& Matthew Vankirk, Meter Operations Supv, Salt River Project

Field order completion tasks are complicated enough without extensive computer system interactions. In this session, we will discuss how Robotic Process Automation (RPA) is being used to handle repetitive entry tasks and limit data entry by field support staff – improving accuracy, ensuring critical field instructions are handled appropriately and reducing the need for overtime.  We will review Salt River Project's steps to minimize enterprise system interactions by field support personnel by using software robots to automate repetitive tasks and transfer information to enterprise systems.  

 10:00 AM - 10:15 AM
Break – Refreshments in foyer near rooms 123 and 130
 10:15 AM - 11:00 AM
Auto-Scheduling Field Services for Optimization and Productivity
  Speaker: Mark Tomlin, Mgr, Workload Planning, Spire Energy

Routing effectiveness, as with beauty, is in the eye of the beholder. If 10 routing experts were asked to evaluate the same group of routes, 10 differing opinions would be received on their efficiency and what it would take to make them better in their eyes. In this session, we will explore the benefits of auto-scheduling/auto-routing field work and how route effectiveness can conflict with our concept of route efficiency. We will also look at auto-scheduling possibilities to meet customer demand in an ever-growing Amazon and Uber world.

 11:00 AM - 12:00 PM
Open Forum:
  Attendees, this is a great opportunity to bring Hot Topics and Top of Mind issues to discuss with peers in your industry with similar interest and challenges. 
12:00 PM - 1:00 PM
Lunch - Rooms 129 A/B



1:00 PM – 2:30 PM

Rethinking Utility Security – How to De-escalate Conflict


Speaker:  Jim Willis, InDev Tactical , Public Utility Training & Consulting, Owner

  Some people handle verbal conflict with ease, but for most of us, it is difficult and unpleasant. Utility workers are no exception, and de-escalation seldom is their go-to response to verbal aggression. The hazardous nature of utility work trends to attract Type-A personalities, so backing down is rarely their first instinct. The good news is that de-escalation is a learned skill, not a natural talent. The ability to skillfully de-escalate verbal conflict can be a life-saver. Personnel who regularly deal with the public should have the skills necessary to understand when and how to engage, and when to back down or escape a situation. Having the ability to recognize aggressive behavior and spot the warning signs of rising danger can help keep a situation from spiraling out of control.

2:30 PM - 3:00 PM

Closing and Surveys

We will close with a review of today’s session and completion of surveys.


Open Forum

If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager