Public sector and non-profit organisations that own and manage assets, like buildings, parking facilities, technical infrastructure, or public spaces, face increasing pressure to keep them safe, reliable, and available, all while working with tight budgets and limited resources. Meanwhile, citizens, users, and partners expect faster interventions, clearer communication, and greater transparency.
Yet many organisations still rely on manual planning, spreadsheets, paperwork, or fragmented tools, making it difficult to:
- Prioritise and schedule interventions efficiently
- Coordinate back-office, contact centres, and field teams
- Maintain a clear, real-time view of asset status and field operations
Digitalising field service processes enables better planning and execution of maintenance, improving service quality and maximising resource efficiency. However, this transformation goes beyond technology, it also impacts people, roles, social dialogue, and governance.
In this event, we’ll explore both the opportunities and practical challenges of digitalising field service in public and non‑profit sectors, including:
- How digital solutions optimise planning, routing, and resource allocation for maintenance and interventions
- Ways to improve service continuity and satisfaction for citizens, users, and stakeholders
- Key programme and project management requirements
- Organising change, communication, and training for field teams
- Aligning with social partners and other critical internal stakeholders
Programme
| 09:00 - 09:30 | Welcome and registration |
| 09:30 - 09:45 | Introduction & setting the scene by PwC |
| 09:45 - 10:30 | Presentation of Salesforce Field Service Salesforce presents Salesforce Field Service (now Agentforce Field Service) – a comprehensive field service management solution that helps organisations deploy, manage and optimise their mobile workforce. It enables organisations to move beyond manual processes and deliver efficient, intelligent and personalised service for all types of on‑site work (installations, maintenance, repairs). |
| 10:30 - 11:00 | Non‑technical key success factors PwC Management Consulting – People & Change with Nathalie Parent will share PwC’s recommendations on the customer, people and organisational aspects of digitalising service processes, including change management, roles and skills, ways of working, governance, leadership and alignment with social partners. |
| 11:00 - 11:15 | Break |
| 11:15 - 12:00 | Testimonial and panel discussion with Sibelga Interactive panel discussion featuring Sibelga and other stakeholders, focusing on Sibelga’s field service digitalisation journey: preparation and negotiations, impact on field teams and stakeholders, and how the transformation was turned into a positive change for everyone involved. |
| 12:00 - 13:00 | Lunch and networking Light lunch and networking with peers and speakers. |
Who is this event for?
Registration
Participation is free of charge; however, places are limited to ensure interactive and engaging discussions.
Interested in joining us?
Register here
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