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Title: Customer Dispatch And Monitoring System
Author: Gerry Saccente
Source: American Gas Association 1991
Year Published: 1991
Abstract: The purpose of this paper is to report to the American Gas Association on developments at Brooklyn Union in the area of Computer Aided Dispatching, or what we refer to as CDMS, or Customer Dispatch and Monitoring System. Our customers, servicepeople, first line supervisors and management personnel have experienced tremendous operating benefits since the inception of CDMS in late 1989. But even beyond that, our work force from serviceperson to top management are realizing that CDMS is more than just a tool for efficiently completing service calls. Innovation amoung our work force is at a high, with employee suggestions for the first five months of this fiscal year running 300 percent over the level of the entire prior year. Our work force is motivated, enjoying the reduction of paperwork, accepting the responsibility for care of their personal data terminals, and striving for more efficient ways to complete service calls while satisfying our customers. Brooklyn Unions service territory may not be that large as compared to some other gas distributors, but the population density is rather high, averaging about 34 people per acre of land. Our 425 servicepeople respond to about 900,000 service calls per year. Although the distance between customers served is short, our average job to job travel time is still about 8 minutes because of the heavy traffic and congested highways.

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