Allocating Field Service Teams with Simulation in Energy/Utilities Environment

Field service teams (FSTs) allocation problems are usually addressed with linear programming models. But when certain models can be very complex, especially if allocation rules are dynamic, pooled resources can be used and variation is effective. In order to better analyze FSTs allocation problems for utilities segment, simulation was used to power CAPSIM, which has been validated and used by ELEKTRO S.A., one of the largest energy distributors in Brazil. This paper addresses problem conceptualization, model design and calibration, as well as results and future steps