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# FIELDBOOK Q1 EXTENSION: RECOMMENDATION

**Decision:** Extend Fieldbook to North and Islands in Q1, provided you restructure onboarding before launch.

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## Why This Works

**1. Operational gains are proven and substantial**

Central and East, the first two regions, achieved:
- 15% productivity increase: 4.6 → 5.3 jobs per technician per day
- 18% reduction in travel time between jobs
- 4-minute automatic emergency assignment (previously: phone calls until someone accepted)

These gains were reached within 6 weeks of go-live and have held steady. They are replicable in North and Islands if adoption is fast.

**2. Adoption lag in South/West is training-related and fixable**

South and West lagged to 71–80% adoption after 9–11 weeks. Root cause: the two-day classroom training was offered only once per region. Technicians hired after the course, or absent during it, learned second-hand from colleagues, requiring 380 unplanned technician-hours of shadowing and pulling experienced staff off their own routes.

This is not a system defect. Offering the classroom multiple times, or a hybrid webinar + in-person model, removes the bottleneck. Support staff already run a weekly webinar reaching 20–30 technicians, indicating that delivery infrastructure exists.

**3. System friction points are all resolvable with no vendor delays**

Two system gaps created operational workarounds:

- **Equipment history**: Technicians open jobs without seeing prior service history or warranty state; workaround is calling back office. Solution: vendor provides asset register connector; requires evaluation and implementation before launch.

- **Invoicing mismatch**: Job completion codes in Fieldbook do not match codes in the invoicing system; workaround is 300 manual re-keyed records per week. Solution: vendor provides code mapping tool; requires evaluation and implementation before launch.

A third issue, duplicate customer records from postcode-only search, is lower severity (70 duplicates merged per week) and fixable with fuzzy-match search.

All solutions are waiting on Kestrel staffing and scheduling decisions, not vendor delivery.

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## Economics

- **Cost:** £13.5k/month for North and Islands
- **Payback:** Q2 if adoption follows Central/East pace
- **Downside:** West pattern (71% adoption after 9 weeks) keeps regions at breakeven for 2+ quarters
- **Mitigation:** Restructure training before launch

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## Three Required Changes

1. **Restructure training before go-live:** Offer the two-day classroom multiple times, or add a webinar + in-person hybrid option. Do not repeat the once-per-region model that caused South/West lag.

2. **Scope system integrations before go-live:** Evaluate asset register and invoicing code connectors with the vendor. Implement before launch to prevent technician workarounds and billing re-keying.

3. **Add a week-4 post-go-live review gate:** Program office and regional leads review adoption rates, support ticket volume and type, technician feedback, and operational friction. If adoption lags or friction is above trend, authorize and implement fixes before the next region launches. (Previous regions replayed the same problems due to lack of this gate.)

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## Supporting Pyramid

Top: Yes, extend in Q1 provided onboarding is restructured—operational gains are proven, adoption bottlenecks are solvable, and system gaps are resolvable.

  1. Operational gains are proven and substantial
     - Central/East achieved 15% productivity increase, 18% travel reduction, 4-minute emergency response
     - Results reached in 6 weeks and sustained
     - Replicable with proper onboarding

  2. Adoption lag is training-related and solvable
     - South/West lagged to 71–80% due to single classroom offering
     - Multiple offerings or hybrid delivery removes constraint
     - Support infrastructure for webinar delivery exists

  3. System friction points have ready solutions
     - Asset register integration: vendor connector ready, needs implementation
     - Invoicing mismatch: vendor mapping tool ready, needs implementation
     - Duplicate records: fixable with fuzzy search
     - No vendor delays; staffing decisions only