Field operations, network operations and contractor management teams
| Step | What the customer experiences | What the operator does |
|---|---|---|
| The momentThe moment that started it. | Sixty field jobs are open for twelve technicians, and the oldest job is a cabinet nobody depends on while a tower serving a district clinic waits. | Reads the open jobs and the customers behind each site, technician skills, location and hours, parts availability and site access, safety policy, freezes and change approval. |
| The decisionThe decision to be made. | Nothing reaches the customer yet. | Ranks the jobs by the customers and revenue behind each site, and schedules and routes the technicians with the parts each job needs. |
| The safeguardsThe conditions that stop it. | Still nothing. No action is sent until every check has passed. | Safety policy, site access, parts availability, maintenance freeze and change policy checks pass. |
| The actionThe action that reaches the customer. | Dispatch through the work-order system on approval, and tell the customer waiting when the visit will come. Reaches them on Field app, SMS, in English, Kiswahili. | Recommends. The system that holds the right confirms, charges or provisions. |
| When it goes wrongRefusal, failure and recovery. | The tower is dispatched first and the technician arrives without the access permit, so the visit is wasted and the clinic waits another day. | Site access coordination is a check before dispatch, the permit is requested with the job, and the work-order record shows the wait was the permit's, not the technician's. |
| The resultThe change it made. | What changed for them is what is counted; nothing else is claimed. | First-time fix and time to restore on the jobs that mattered most, against jobs re-visited. |
| The proofThe proof anyone can check. | Can be answered for, later, from the record. | Job list, customer impact, ranking reasons, schedule, route, parts, work order, controller response and first-time-fix record. |