Balancing the Equation
Workforce management is all about getting the right resources on the ground at the right time, adjusting for peak periods and customer scheduling conflicts. It’s also about:
- Expertise along the service chain, from scheduling to data management
- Proprietary workforce management software to pull it all together
- Seamless field operations that keep the plan on track for success
- Using a local workforce
National Expertise, Local Resources
UPA’s field resources are anchored by an in-house “A-team” of experienced installation technicians. We add locally-sourced and rigorously-screened talent that typically represents more than 70% of open installation positions. We are committed to providing jobs within the communities in which we operate, working closely with the utility to identify appropriate local candidate pools.
Training and More Training
UPA’s training program is designed around the concepts of safety, quality and “getting it right the first time.” Dedicated trainers have developed rigorous, proprietary programs which are customized for each client scenario. We also cross-train our teams for different installation types, and we retrain constantly to ensure our staff is fully prepared.
Beyond Just Technical Training
We drive home the critical importance of professional service with extensive customer courtesy training for our call center and field representatives. All so that your end users have a positive experience that enhances your reputation.
Safety is Top of Mind
Everyone owns safety at UPA. Our staff is continuously trained, observed, and evaluated, not just for quality standards, but so that our safety record never slips. Our team receives rigorous classroom and field training on topics that include:
- Confined space
- Unsafe conditions
- Emergency procedures
- First responder
Safety at Your Service
We customize our in-house safety manuals for each engagement to ensure compliance to client and regulatory standards. We invite you to request our OSHA records and safety manual as part of the bid process.
Quality Guaranteed
Backed by daily monitoring, our quality audit program covers:
- 100% of work performed by new associates
- 5% of work performed by experienced associates
- 100% of installation photographs on many deployments
- Documented field observation program
UPA complies with all relevant city, state and national codes and regulations. Our quality control program is the driving force behind a successful deployment, total inventory control, and service level agreement. It’s also why we confidently offer a two-year installation warranty.
Adding Value through the Call Center
Competent and friendly, our trained onshore customer service representatives handle energy consumers with professionalism, both before and after the installation. We feature:
- Appointment scheduling
- Technical support
- Custom reporting options
- Call monitoring
- Custom-designed schedules
- 24/7 emergency escalation
- Dedicated toll-free numbers
- Inbound and outbound calls
- Private label services
- 150 languages
Appointments to Tech Support and Beyond
Our representatives are trained to support your specific needs, including:
- Outbound appointment scheduling for meter retrofit and replacement
- Marketing of opt-in programs to your customer base
- Inbound support for technical and functional inquiries following an installation
- Respond to emergency calls from home warranty programs
Seamless Field Operations
To manage large-scale operations, UPA develops a comprehensive meter access strategy that takes into account geographic spread, density analysis, and number of desired attempts
Detailed Planning Steps
We work with our clients to plan the most efficient routes and production schedules. Once the project is underway, daily team meetings allow us to calibrate resources appropriately with minimal client involvement. Sophisticated data management turns field results into real-time performance analysis.
Enhancing your Reputation
Our uniformed technicians arrive in uniformly-identified, well-maintained vehicles, ready to complete the job efficiently and to respond to any customer questions that may arise.
Work Order Management
UPA runs a file interfaced work order management system that boosts efficiency and fully integrates with clients’ technical environments. Our mobile handsets are rugged, weather-resistant devices that perform:
- High-resolution digital imagery
- Barcode scanning for inventory control
- GPS coordinate collection
- Minimal key strokes to reduce errors
Data-driven Processes
UPA’s custom software utilizes Microsoft Windows Mobile technology. It enables real-time data access to enhance analysis and decision-making, and it features:
- Fully customizable workflow
- Automated data collection
- Dropdown menus
- Home warranty repair
- Web-based results
Manage what you Measure
Successful data management lies at the intersection of process, technology and analysis. UPA measures and manages the extensive data collected during a project. Dashboard reports make it easy for clients to see results for:
- Route saturation and closures
- Daily production report
- Daily inventory distribution and reconciliation
- Completed work orders
- Inventory control
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