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can immediately be wiped remotely.
Training is also being shaped to take
advantage of the digital era. Although
physical services will likely always rely
on a ‘hands-on’ classroom
environment, digital channels are
opening up opportunities for shared
learning sessions, where †eld-based
sta‹ can engage remotely via video
link for shared brie†ngs on key work
and safety practices.

LOOKING AHEAD
So how will digitalisation continue to
shape the future of physical services?
At a product level, gas meters will
continue the march from traditional,
mechanical meters to ultrasonic and
thermal mass technologies and will
likely evolve to provide not just more
granular data, but a diverse range of
personalised energy and
communication-based marketing
o‹ers for end users.
Systems integration will only
increase, given the productivity gains
already achieved and the growing
acceptance of the Internet of Things
and online transactions among
consumers. The trend towards open
systems will only speed innovation in
equipped with navigation and mapping personnel data is secure. digital productivity tools and back
systems to ensure optimal eœciency in Unsurprisingly, physical services oœce architectures, with a growing
terms of scheduling and travel. Once companies now need signi†cant ability to plug-in third party resources.
on site, digital intervention continues, investment not just in secure At the same time, national
with barcode and RFID technology networks but in IT expertise to keep government and major technology
used as part of the digital capture pace with an environment of players are focused on smart city
process (along with photo records and continuous innovation and change. initiatives to keep pace with increasing
meter data). This activity, completed More than ever before, this includes urbanisation. Utilities are core to this
using mobile devices and apps, not the ability to engage with large scale movement, developing and applying
only communicates core data such as enterprise applications, such as SAP, the sensing technology and data
location and meter serial numbers to through application program interface analytics that could eventually make
the energy company or asset manager, (API) portals and other secure links ‘intelligent’ buildings commonplace.
it also automatically sends a replenish that deliver two-way communications What won’t change in the
command across the supply chain. in a cyber secure environment. foreseeable future is the requirement
From an information security for a skilled engineer to install a
perspective, this system also creates a DIGITAL INNOVATION digitally-connected physical device
trackable and traceable data trail that IN THE FIELD such as a gas meter, energy storage
can be shared digitally with One area that has transformed system, electric vehicle charging point
customers, validating the correct operational e‹ectiveness for engineers or similar, to meet the needs of
product for the correct end user at is the real-time support available energy suppliers and their customers
the correct address. This is a process through connected devices. At one in an increasingly smart world. ■
that, in the case of Lowri Beck, has level, this includes the ability to share
been essential to installing around complex challenges that can crop up ■ Lowri Beck is a group of support
300,000 meters every year. on site via video calls with technical services companies providing
This digital revolution in physical help desks. At another, the technology metering services, business solutions
services is only made possible through supports a ‘red button’ emergency and eld management systems. Its
IT system integration, which underpins alarm should engineers †nd nationwide support includes meter
new customer onboarding and ongoing themselves in situations giving cause installations, meter reading, data
relationships. The management of for concern. This triggers a rapid collection and contact centre services
industry data žows is regularly audited response to ensure operatives’ safety. for utilities and direct with industrial
by Elexon for compliance, and for ISO Should a handheld device go and commercial organisations.
standards. Independent audits and missing or be stolen, while it is being For more information visit
supplier inspections ensure all tracked any data held on the device www.lowribeck.co.uk

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