Request for Proposal

$\backslash$table$[[$RFP: AR Integration Project,Proposal Due By: End of Week $14,$Surepoint Group$]]$

Project Overview:

Four years ago, Surepoint Group partnered with Kognitiv Spark to incorporate HoloLens AR technology into its business model.

Most field service locations Surepoint provides technical support to are between a $2$ to $7-$hour drive for a technician to travel to$.$ Some sites are international and as far away as Australia. Travel can be one of the most dangerous parts of a service call when conditions are poor $($middle of the night, poor weather, wildlife, etc.$).$ Often the client houses spare parts on$-$site, but multiple trips may be required to diagnose the issue and then replace the affected parts on a follow$-$up trip. Downtime can be incredibly costly for most clients.

The HoloLens Augmented Reality Service is used when a customer is experiencing equipment issues, they can engage a support technician through a HoloLens remote assistance call.

This new AR technology offers the ability to have expert support and training available to Surepoint technicians on$-$site. At the time of the adoption of AR in $2019,$ Surepoint was the first Alberta$-$based organization to use this new technology. Since that time usage of AR has been limited to small pockets in the organization but has been extremely effective for those who use it$.$ Surepoint Group hopes to make better use of this tool and is looking for recommendations and an implementation plan.

HoloLens Advantages:

Travel time is eliminated, and support can begin immediately.

The technical expert can support more sites remotely versus in person.

If spare parts aren't available on site, the replacement parts can be ordered and shipped immediately after diagnosis of the issue.

The technical expert can completely guide the client on$-$site through visual interaction $($live ink, file sharing, streaming video$)$ and $2-$way audio conversations through the HoloLens while the client stays hands$-$free to operate on the task.

If the technician can't solve the issue directly, they can bring in a product specialist through the software to assist.

HoloLens Challenges:

Every site needs a HoloLens at or near their location and internet access $($Wi$-$Fi or cellular hotspot$)$ to complete the connection.

Clients need to be familiar with the HoloLens to operate it which has a small learning curve.

Field maintenance technicians are less likely to adopt the HoloLens as these technicians are paid to drive and are resistant to the potential loss of hours for travel time.

The HoloLens has a maximum battery life of $4$ hours before needing to be recharged.

Some issues may require the technician to travel to the site if the client is not competent in procedures to follow to safely work around electrical or mechanical equipment.