In a recent fireside chat hosted by Copperberg, experts from Arqiva and ServiceNow explored the intersection between prediction and preparation. In the domain of field services, being able to prepare for the future is as vital as predicting it.
Author Nick Saraev
Photo: Freepik
The discussion, led by Ruth Kirby, Director of Enablement at Arqiva, and Kevin Herring from ServiceNow, looked into how digital transformation, field enablement, AI, and change management are reshaping the way modern service operations function.
Arqiva’s Unique Role
Arqiva may not be a household name, but its impact is felt across the UK. As the infrastructure provider behind terrestrial TV, live radio broadcasts, and smart metering, Arqiva plays a mission-critical role in keeping the nation connected.
Ruth Kirby explained how the organisation operates at the intersection of broadcast media and utilities. Her role in enabling product-centric transformation focuses on improving how Arqiva delivers services, streamlines operations, and unlocks value from both legacy and emerging systems.
This unique positioning makes Arqiva an ideal case study for understanding how to modernise service delivery in complex, highly-regulated, and infrastructure-heavy environments.
The Trigger for Change: From Fragmentation to Integration
What sparked Arqiva’s transformation was a need to replace fragmented legacy systems with a unified, end-to-end digital infrastructure built for scale and speed.
Tackling Disconnected Systems
Prior to their transformation journey, Arqiva’s field service operations were burdened by a patchwork of legacy systems. These applications handled everything from scheduling and logistics to finance and planning—but in silos.
The outcome? Manual workflows, inefficiencies, and a reliance on human intervention for even the simplest tasks. As Ruth put it, the organisation was operating with what looked like a “digital veneer”—smooth on the surface, but chaotic behind the scenes.
Implementing ServiceNow
After introducing ServiceNow’s Field Service Management (FSM) platform, Arqiva reimagined its workflows from the ground up. Instead of forcing the new solution to behave like the old one, the team embraced its strengths, focusing on end-to-end automation and agile, product-centric delivery.
With FSM now integrated with ITSM and spares logistics, the entire service process—from incident creation to resolution—is digitised, streamlined, and measurable.
The Human Engine: Empowering Change Through Champions
One of the most impressive aspects of Arqiva’s transformation was how it embedded change within the workforce. Rather than pushing updates top-down, Arqiva created a network of “change champions”—dispatchers, engineers, and team leaders empowered to co-create solutions.
Working in agile two-week sprints, these change champions feed ideas directly into JIRA backlogs, prioritise them with product owners, and see their suggestions come to life in production. As Ruth noted, change has shifted from being an occasional disruption to a “muscle memory” embedded in the way teams work.
Creating a Culture of Adaptability
This shift toward decentralised innovation has had a major impact on morale, ownership, and adoption. By helping end users see that their feedback leads to real outcomes, Arqiva has built a workforce that is not only more responsive but also more invested in continuous service improvement.
Leveraging AI: From Efficiency to Insight
Artificial intelligence is transforming how insights are gathered, shared, and acted upon across field service operations.
Practical Applications of GenAI
Arqiva has begun implementing generative AI through ServiceNow’s “Now Assist” tool, and the results have been promising. In their operations centres, staff now use AI to:
- Summarise complex cases: Instead of trawling through lengthy activity logs, managers and engineers can click a button and receive an instant, accurate case summary.
- Standardise customer communications: Resolution notes are generated consistently, regardless of who is managing the case, leading to clearer and more professional updates.
- Create knowledge articles: Once incidents are resolved, GenAI drafts documentation for future reference, which is stored and surfaced for similar incidents.
All of these functions contribute to faster resolution times, improved customer satisfaction, and a more intelligent service operation.
AI as a Catalyst for Field Productivity
The use of AI doesn’t just help in the back office. Technicians in the field now have quicker access to relevant information, parts ordering tools, and even contextual help, all from their mobile devices. As a result, they have the resources needed to resolve issues efficiently even in remote or challenging environments.
Predicting the Future by Enabling the Present
True prediction begins with action, by enabling systems, data, and people today, organisations can unlock the foresight needed to meet tomorrow’s challenges.
Building a Seamless Digital Experience
Preparing to predict doesn’t just mean collecting data but designing systems that make use of it. Deploying FSM and integrating it across service functions has allowed Arqiva to lay the foundation for predictive insights to take hold.
For example, with real-time asset data, the system can anticipate failures before they occur. With integrated parts inventory and scheduling, it can optimise travel and task bundling. And with AI-enabled support, engineers can access guidance exactly when and where they need it.
Master Data Management: The Silent Driver
All of this depends on high-quality data. As Kevin Herring noted, AI initiatives are only as strong as the data that fuels them. Having a single platform where incidents, parts, and workflows are connected is what enables AI to deliver accurate recommendations.
For companies looking to follow Arqiva’s lead, a well-defined Master Data Management (MDM) framework is essential. Standardising data structures, cleansing legacy records, and ensuring consistency across departments are prerequisites for any AI-driven transformation.
Field Enablement: Retaining Talent and Empowering Technicians
Empowering technicians with digital tools not only enhances field performance but also plays a pivotal role in retaining skilled talent in a competitive workforce landscape.
Closing the Gap Between Office and Field
One of the overlooked benefits of digital transformation is its impact on talent retention. In industries facing technician shortages, giving workers the right tools can dramatically improve job satisfaction.
Field technicians often work in isolated, harsh environments. Equipping them with mobile-first solutions where they can access inventory, request help, or even connect via AR headsets to remote experts helps Arqiva boost productivity and foster a stronger sense of inclusion and support.
Making Digital Tools Human-Centric
At the heart of this enablement is a philosophy: technology should serve people, not the other way around. Arqiva’s systems are designed to reduce administrative burden, give workers autonomy, and ensure that every digital touchpoint contributes to a better working day.
A Predictive Future Starts with Human-Centred Design
Preparing to predict is not just about forecasting algorithms or rolling out the latest platform. It’s about designing systems that bring together data, people, and processes in ways that are adaptive, agile, and aligned with real-world needs.
Arqiva’s transformation demonstrates that prediction is built on preparation, and preparation is built on culture. With agile delivery, empowered users, integrated systems, and meaningful AI use cases, they are preparing the ground for a smarter, more resilient field service model.
