Situation 

A large utility was looking for a better way to connect its field workforce with the information they needed to perform work safely, efficiently, and consistently. Training materials, job aids, and standard operating procedures were spread across multiple systems, making it difficult for employees to quickly access the latest information while in the field. The organization wanted to simplify information access, improve workforce effectiveness, and create a more seamless experience for frontline employees. 

Complication

As with many workforce technology initiatives, success depended on more than deploying a new platform. The utility needed a solution that employees would not only adopt, but rely on as part of their daily work. 

Without a clear benefit to frontline users, even the most capable platform risked becoming another system to maintain rather than a tool that meaningfully improved operations. Long-term value would require the platform to become embedded in both training and field workflows. 

Resolution

Mosaic partnered with the utility to implement Tapestry as a mobile-first platform that gives field employees easy access to the resources they need to learn, perform, and make informed decisions on the job. By focusing on real-world usability and workforce needs, the platform quickly became an integral part of how employees accessed information and completed their work.

The engagement focused on: 

• Centralizing critical workforce resources, bringing job aids, SOPs, and training content into a single mobile experience that reduced the time employees spent searching for information. 

• Accelerating workforce adoption by delivering immediate value to field employees, resulting in strong uptake with minimal resistance or change management effort. 

• Embedding the platform into training programs, introducing employees to the tool during onboarding and reinforcing its use throughout ongoing learning and development activities. 

• Supporting day-to-day field operations, transforming the platform from a training resource into a trusted tool employees use in the flow of work. 

• Establishing a foundation for continuous improvement, enabling future opportunities to better align training, workforce performance, analytics, and emerging AI-driven capabilities. 

By integrating Tapestry into both workforce training and field operations, the utility created a scalable approach to knowledge sharing, workforce enablement, and operational performance—ensuring employees have the information they need, when and where they need it.