Glossary

The language of proven work.

Clear definitions of the ideas behind field-service delivery, evidence and payment. Each one explains the term, why it matters, how to measure it and what to do about it.

Definitions

Terms explained

The cost of unproven work: The cost of unproven work is the time, money and working capital lost when field work is completed but cannot readily be approved and paid, because the record of what was done is missing, incomplete or disconnected from what was agreed.
The done-to-paid gap: The done-to-paid gap is the elapsed time between field work being completed and payment for it being received. It runs from completion through evidence, acceptance and invoicing to settlement.
Proof of delivery in field services: Proof of delivery in field services is the record that shows a job was completed to the agreed requirement: what was done, where, when and by whom, measured against which acceptance criteria, and who accepted it.
Field service orchestration: Field service orchestration is the coordination of field work across all the businesses involved in delivering it (the accountable business, its partners and subcontractors, and the engineers on site) so that requirements, people, evidence and payment move together on one record.
Digital site report: A digital site report is the record of a field visit captured on a phone or tablet while the work happens: what was done against each required check, with photos, test results, readings, time, location and sign-off.
Field service runbook: A field service runbook is the set of steps, checks and required evidence for a type of field job, given to the engineer before and during the work so that every visit meets the same standard and can be accepted against it.
First-time fix rate: First-time fix rate is the percentage of field service jobs completed and resolved on the first visit, without the need for a return trip.
Acceptance criteria for field work: Acceptance criteria for field work are the specific, agreed conditions a job must meet to be accepted as complete, and the evidence that will show each one has been met.
Variation: A variation is a change to the agreed scope, time or cost of a field-service job, such as extra work, a different method or an unplanned expense, that needs approving by someone with the authority to accept it.

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