Fault Management

The new Peek Fault Management System and Engineer's Mobile Field Solution (FAST - Fault And Support Tracking) provides state of the art tools for the efficient management of our maintenance contracts. The information available 'live' on the Personal Digital Assistant (PDA) for the engineer to use includes : all contract details performance requirements previous history of faults and repairs undertaken periodic inspection schedule call out / repair response times.

Faults are logged by the Peek fault desk and are then allocated to the designated engineer directly onto the PDA unit, an estimated time of arrival ( ETA ), individual site specific risk assessment, on-site/off-site time, work undertaken etc are all available parameters that can be transmitted electronically back to our customers to assist in producing the various performance indicators. Reports can be generated using the generic in-built reports, or customers can write their own using the ' crystal' reporting software standard within the system architecture. These features significantly reduce the amount of administration involved in operating service contracts.

Peek operates fault reporting facilities at our central headquarters in Basingstoke along with regionalised fault desks where specified contractually. These provide a central point of contact for all fault reports and Peek's fault management database is used to record details of the fault and also track repair / rectification. We also provide local terminals at each regional office to allow the local team to monitor progress and generate statistics and reports for performance monitoring purposes.

There are various options for communications between customers control centres and Peek including the addition of 'web-access' on this latest system.

All regions have provision to cover out of hours using either a 24 hour answering / forwarding service or in some cases direct to the 'On-Call' engineer.