Penrith City Council: Transforming Field Operations with a Custom Dynamics 365 Solution

Deloitte Digital subcontracted Sognos to deliver a fully custom solution for Penrith City Council, enabling their Field Operations team to manage day-to-day Resource Crew movements — a task that had previously consumed significant coordinator time with no guarantee of data accuracy.

The Situation

• Entirely manual process to move team members between crews — coordinators previously refused to use the Field Service solution due to excessive manual overhead
• Each movement required manually creating and cancelling jobs, taking at least 25 minutes per movement with no accuracy guarantee
• No reliable tracking of movements, jobs, or timesheets
• End-to-end chaos between field technicians, coordinators, and the back-office team

The Solution

• Custom workflows to automatically manage jobs when team members move across different crews
• A custom 3-click interface for coordinators to record movements — a task that previously took 25+ minutes now completed in under 10 seconds
• Custom Day Sheet Report providing coordinators with full visibility of day-to-day operations

The Impact

• Coordinators who had previously refused the solution now actively use it
• Accurate timesheets and time entries generated automatically through workflow automation
• Drastic increase in coordinator productivity — all manual operations eliminated