BT Technology Journal
ARMS — Application of AI and OR Methods to Resource Management
BT Technology Journal
An Arc-Consistency Algorithm for Dynamic and Distributed Constraint Satisfaction Problems
Artificial Intelligence Review
Distributed resource allocation via local choices: A case study of workforce allocation
International Journal of Knowledge-based and Intelligent Engineering Systems - Selected papers from the KES2004 conference
Intelligent Agent Based Workforce Empowerment
KES-AMSTA '09 Proceedings of the Third KES International Symposium on Agent and Multi-Agent Systems: Technologies and Applications
The degree of dynamism for workforce scheduling problem with stochastic task duration
Proceedings of the 11th Annual Conference Companion on Genetic and Evolutionary Computation Conference: Late Breaking Papers
Individual workforce scheduling architecture: a case study at KT
CSNA '07 Proceedings of the IASTED International Conference on Communication Systems, Networks, and Applications
On the partitioning of dynamic workforce scheduling problems
Journal of Scheduling
On the impact of real-time information on field service scheduling
Decision Support Systems
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British Telecommunications plc (BT) employs thousands of field engineers across the UK to maintain networks, repair faults, and provide service to customers. To allocate work efficiently, BT developed Work Manager, an information system that automates work management and field communications. In 1996, the Intelligent Systems Research group of BT enhanced Work Manager with a dynamic scheduler (DS) based on a combination of heuristic search and constraint-based reasoning. Rolled out in 1997 and reaching 20,000 engineers in 1998, DS with Work Manager is saving BT $150 million a year on operational costs. When deployed over the targeted workforce of 40,000 people, the system will save an estimated $250 million a year.