IREN - NetCom Group S.p.A.

Client Name: Iren (Ireti, Acam, ASM Vercelli) Problem: Provide and manage corrective and evolutionary maintenance, including Help Desk services, for a solution designed to handle field management of maintenance and emergency response activities for IRETI (an Iren Group company managing GAS, WATER, and ELECTRICITY distribution networks in Piedmont, Liguria, and Emilia Romagna). Objectives: Support the client in the development, deployment, integration with the client’s information systems, and application management of the multiutility, multiregional WFM solution for assigning, managing, and reporting work orders (emergency response and maintenance) by field technicians. Solution: Configuration, customization, and integration of Oracle solutions (OFSC_Oracle Field Service, OSvC_Oracle Service Cloud, and APEX_Oracle Application Express) with the client’s legacy systems via IIB_IBM Integration BUS. Description: The project, initiated in 2017, led to the operational implementation of the WFM system comprising three Oracle solutions (OSvC, OFSC, and APEX), integrated through IIB for the GAS, WATER, and ELECTRICITY sectors.

Emergency Work Order Generation: OSvC generates emergency work orders integrated with the Genesys telephony bar and the client’s legacy systems (SAP, Cartography, etc.), which are sent to OFSC.
Field Work Management: OFSC receives emergency orders from OSvC and maintenance orders from SAP and SCADA, enabling Dispatchers to assign tasks to field technicians (~3000 users) who handle the tasks using tablets in mobility, interact with databases, attach documents/photos, and finalize reports.
Technician Skill Management: OFSC is also integrated with the GAMMA system for managing technician skills.
Data Management and Reporting: All activities managed by OFSC are transmitted to the WFA-DATA system, developed on APEX Oracle for post-processing, validation, reporting, and feeding the DWH. Data finalizations are retransmitted to Iren’s legacy systems (SAP, Alfresco Document Management, Authority.net, etc.) from APEX.

Technologies: Cloud Applications - Oracle OFSC (Oracle Field Service), OSvC (Oracle Service Cloud), APEX (Oracle Application Express) for aggregating data managed by OFSC in the Oracle database; Integration Tools - IIB_IBM Integration BUS and TIBCO for handling integrations; Development Environments - JavaScript, PL/SQL, APEX, IIB, TIBCO.

Project Name: WFM_Work Force Management

Client Name: Iren (Ireti, Acam, ASM Vercelli)

Problem: Provide and manage corrective and evolutionary maintenance, including Help Desk services, for a solution designed to handle field management of maintenance and emergency response activities for IRETI (an Iren Group company managing GAS, WATER, and ELECTRICITY distribution networks in Piedmont, Liguria, and Emilia Romagna).

Objectives: Support the client in the development, deployment, integration with the client’s information systems, and application management of the multiutility, multiregional WFM solution for assigning, managing, and reporting work orders (emergency response and maintenance) by field technicians.

Solution: Configuration, customization, and integration of Oracle solutions (OFSC_Oracle Field Service, OSvC_Oracle Service Cloud, and APEX_Oracle Application Express) with the client’s legacy systems via IIB_IBM Integration BUS.

Description: The project, initiated in 2017, led to the operational implementation of the WFM system comprising three Oracle solutions (OSvC, OFSC, and APEX), integrated through IIB for the GAS, WATER, and ELECTRICITY sectors.

Emergency Work Order Generation: OSvC generates emergency work orders integrated with the Genesys telephony bar and the client’s legacy systems (SAP, Cartography, etc.), which are sent to OFSC.
Field Work Management: OFSC receives emergency orders from OSvC and maintenance orders from SAP and SCADA, enabling Dispatchers to assign tasks to field technicians (~3000 users) who handle the tasks using tablets in mobility, interact with databases, attach documents/photos, and finalize reports.
Technician Skill Management: OFSC is also integrated with the GAMMA system for managing technician skills.
Data Management and Reporting: All activities managed by OFSC are transmitted to the WFA-DATA system, developed on APEX Oracle for post-processing, validation, reporting, and feeding the DWH. Data finalizations are retransmitted to Iren’s legacy systems (SAP, Alfresco Document Management, Authority.net, etc.) from APEX.

Technologies: Cloud Applications – Oracle OFSC (Oracle Field Service), OSvC (Oracle Service Cloud), APEX (Oracle Application Express) for aggregating data managed by OFSC in the Oracle database; Integration Tools – IIB_IBM Integration BUS and TIBCO for handling integrations; Development Environments – JavaScript, PL/SQL, APEX, IIB, TIBCO.