Workforce Management System

Why use MIRTUSZ?

Deploying MIRTUSZ helps to improve the efficiency of network-based operations and work management, as well as troubleshoot and eliminate operating failures including:

  • Quality improvement of the central telephone customer service
  • Optimization of mechanic resource management
  • Supporting corporate cost accounting
  • Reducing network operating costs


MIRTUSZ is an advanced modular Workforce Management System that can be flexibly aligned with the needs of various public utility suppliers. The following modules can be fully integrated with the company's IT infrastructure allowing them to interoperate with business applications (SAP), public network registry (GIS), vehicle tracking, and operation management (SCADA) systems.

Customer Service Module

Enables the recording, and management of inbound notifications to the customer service centers from various channels, and forwards them to the local supervisors.

  • The modules are accessible via a web browser.
  • It can also be integrated into the SAP customer support system.
  • Its features help administrators handle reports quickly and efficiently.
  • It works in conjunction with SAP and GIS systems to enable network identification of the customer's metering location.
  • Allows scheduling appointments according to the current capacity of the technicians.
  • Allows informing the customer of ongoing repairs or the expected time of service restoration.

Central Work Control Module

It covers the management of human and material resources. Its core function is to assign, and monitor the work to be carried out on the network as well as to record the costs. It supports the management of human and material resources:

  • In conjunction with HR systems, it helps organize maintenance teams, record working hours, monitor the availability, and performance of these teams.
  • The map of the actual network, the location of ongoing and planned jobs, and the current position of the teams and their vehicles can be displayed with GIS systems.
  • Integrated with inventory and warehouse management systems, it is possible to process the devices and materials needed from purchase to disposal in a secure electronic system.
  • Integrated with the vehicle tracking system, it can also keep a daily record of vehicles available for deployment, and the mileage records for a job can be synchronized between the two systems.
  • The module is designed to generate and manage time and attendance data, supporting the payroll and timesheet processing functions of the ERP system in real time.

As a result, operations, maintenance, and repair tasks can be scheduled and managed quickly, flexibly, and cost-effectively.

Automatic Scheduling Module

With this module, the work assignment process becomes entirely automated in most cases. The task scheduling, the selection and allocation of the required resources, and the issue of electronic worksheets to the technicians are fully automated. It supports efficient resource management by minimizing travel, downtime, and delays. Tasks are allocated by optimizing parameterizable objective functions according to corporate priorities. The module is designed to consider the urgency, importance, length, geographic location of, and required expertise, materials, and equipment for the jobs to be completed. The periodic optimization of the process ensures that the work is rescheduled for any delays, unexpected events, or emergency situations to be managed quickly.

Mobile Module for Technicians

Along with the launch of the MIRTUSZ system, field workers can also be equipped with a mobile device. The user interface of the module is designed to meet the specific requirements of the application in the field with large icons and a simplified touchscreen to assist work. The technicians report on the work performed, the key data related to the work, the used materials, and the time required using the mobile devices. Based on this data, cost settlement can be carried out. With the mobile device, the technician has access to the entire technical database of the network registry on site, and can also correct any inaccuracies in the GIS system by recording his own GPS coordinates.

Once the maintenance teams have started shifts on their mobile devices, they are automatically assigned tasks to by the system. Timestamps indicate the acknowledgment of the job, the time of arrival on site, the start, any suspension, and completion of the tasks. The work is completed by recording the necessary data. The automatic resource allocation system will always reschedule the job assignments according to the work already carried out and to any emergency response tasks arisen.

The mobile device can be an industrial design, a touch screen device, or a standard tablet. The mobile MIRTUSZ application offers a number of additional features that assist technicians in the field: for example, they can review the safety regulations, manuals and technical specifications, and other training content on a variety of multimedia platforms. The technicians can also record images, audio, and video on-site, for example, to document defects and other issues, or to alert other technicians. It is possible to automatically record and share the routes to hard-to-reach objects.

Integrated Mobile GIS

The mobile GIS application is a technical inventory system developed for mobile devices used in the field, and adapted to specific field conditions with operation without a mouse and keyboard, a clear interface, and versatile map support. The module can function as a stand-alone application but is most effective when integrated with the mobile MIRTUSZ. Launched from MIRTUSZ, it automatically displays the entire network in the vicinity of the defect location. The most basic graphic functions (zoom in, zoom out, move, etc.) can be performed with simple finger gestures. It is also possible to query data sheets, mark supply routes or supply areas, and search by postal address or by an object. Navigation is supported by several types of maps, namely:

  • The original map of the network registry;
  • Tourist map;
  • Google street map, or even
  • Google satellite image.

With Mobile GIS, technicians can access all the information they need in the field, improving the speed, quality, and safety of their work significantly.

Operation Control Module

This module allows integration between MIRTUSZ and the industrial control system (SCADA). The features of both systems are displayed in a single user interface. The MIRTUSZ functions available to operations managers are for requesting and managing prompt technician intervention during outages. The direct management of the maintenance teams required to respond to a breakdown is thus transferred to the operations managers. Outside working hours, the contact details of on-call technicians and supervisors can be displayed on the module.

Business Intelligence Module

This report-generating module provides reports, summaries, and statistics according to corporate needs based on the database of the MIRTUSZ Technical Workforce Management and related systems. The module was developed using the ORACLE BI tool, therefore it’s accessible from a browser. The array of reports, statements, and statistics can be extended as required.

WPC Module

The Wide Partner Cooperation module is designed for utility companies that rely on external partners for network maintenance but wish to work through the MIRTUSZ system. For this, a new web-based module has been developed that is accessible both from partner offices and from the mobile devices of the partner technicians. The application consists of three sub-modules:

  • Simplified workforce management;
  • Reduced implementation time and thus more efficient operation;
  • In the third sub-module, the partner technicians receive task assignments and report on the jobs completed.

he system records the key data of the partner contracts (type of work, area and time limits, unit price, etc.). Based on this data, the program automatically allocates the tasks using a weighing algorithm so the work is always assigned to the partner who can do it best and most efficiently. The partners can use their own platforms to notify consumers of the expected time of completion of the maintenance work. If the consumer requests an appointment for a job, customer service can offer an appointment from all available resources. If the partner does not have the capacity for the time requested, the work can be assigned to another partner.


The results of MIRTUSZ system’s deployment are summarised below:

  • Simplified workforce management;
  • Reduced implementation time and thus more efficient operation;
  • Improved control using timestamps;
  • More economic use of resources;
  • More accurate cost control;
  • Comprehensive and reliable information to support corporate decision-making.