Remote workforce management in utilities during COVID-19

Introduction

The coronavirus (COVID-19) pandemic has presented companies in all sectors of the global economy with unprecedented challenges. Unlike countless businesses forced to cease operations to slow the spread of the virus, many utility operators provide essential infrastructure work that must continue.

Sustaining services
For utility companies providing essential services like gas, water and electricity, the key focus is maintaining supply lines and keeping critical services running, whilst protecting workers and the public. Essential infrastructure work requires staff on site,
that’s why companies need to provide scalable remote assistance — thus helping staff and members of the public maintain social distancing and avoid unnecessary exposure to the risk of infection. To continue their important work whilst reducing human contact, these companies need to embed effective remote working technologies into their operational models. This, coupled with a
communications strategy and revised processes can help ensure operations maintain momentum during this crisis.

Strain on supply and staff. For utilities, COVID-19 put resource management infocus. Operations can expect increased strain when accounting for the possibility that many team members may fall ill. Adding to this squeeze, some services can expect to see increased demand due to the crisis. For example, water demand is experiencing an inevitable spike in usage during this pandemic resulting from the
increase in hand washing. Managing reduced teams requires a revaluation of how operations can be re-organised.