BT Field Awards Case Study 2013: Optimisation & planning for field engineers

Follow the links to see the full Case Study and the Conference Presentation. View the video of the Conference session on the Planning Forum YouTube channel.

Learn how BT created an automated resource management system to optimise allocation of resources, to improve the quality of service.


Innovative optimisation methods for field engineers in BT has realised savings of £20 million and improved the customer experience through delivery of an end-to-end field service optimisation suite (FOS) that has been created in-house, centralising planning and reducing manual intervention from 31% to 18%. Operational leaders need to overcome major challenges in implementing flexible resourcing for 23,000 field engineers and enabling resource planners to schedule at any location at any time while keeping costs at a minimum. Business intelligence, visibility and automation is provided to enable managers at all levels to make effective decisions that support a good customer experience in a more cost effective manner.

Site Visit and seminar 2nd July, London

Attending Companies: -ADT Fire and Security, Anglian Water, Britvic GB, BT Openreach, BT Research and Innovation,  BT Customer Service, BT Technology Services, CACI, CIM Ireland, Hastings Insurance, Homeserve, National Grid, TD Direct Investing, Tesco Bank Insurance.
Presentations: -CACI: Improving Demand Forecasting . BT Case Study: Optimisation and Planning for Field Engineers
Summary of the day.
A great day hosted by BT at a great facility with a real diverse list of companies attending. Lots of time was spent with delegates talking to people they had not come with discussing such questions detailed below: -
"What is your key challenge to overcome in 2013?"
"What is the biggest change you have made in Field Planning in the last 12 months?"
What was great to see was companies who had come purely to expand their horizons in planning and were not from a Field Background got so much from the day and that big players in the Field Planning World such as BT and Anglian Water have had numerous best practice visits between them.
The afternoon workshop featured the Planning Forums KPI pyramid and the delegates spent the afternoon working through this in groups trying to come up with joined up KPI's within their organisation with differing levels of success but all agreed that the principle is something they will look to take back and use in the organisations.

  • Good solid forecasting principles are completely transferrable across any planning function
  • Good communication is key to the fundamental success of any planning team be it in the field or in a call centre
  • Different size environments do bring different challenges


  • 13% reduction in manual intervention
  • FOS has led to directly attributable OPEX savings of approximately £20 million to date
  • Improvement in the quality of service with 8-14% improvement in the number of technicians completing jobs first thing in the morning
  • c30% improved productivity for resource planners. About 95% of planning effort is now focused decision making and 5% on data gathering
  • FOS sold externally to other telcos
Take a look at these articles, videos and links
2013 Winners and Case Studies
Combining technology & culture change to transform field customer service
Look at some recent material on Enterprise and Field Planning
See the latest articles on Forecasting
See the latest articles on Real Time and Tactical Planning
See the latest articles on Scheduling


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