Customer Care Centre
Where site operations run mission critical activities and the consequences of downtime are significant, DKI’s Customer Care Centre (CCC) are your operational partner. Working in partnership with site personnel the DKI CCC team respond to site enquiries aligned with their Support Level Agreement
DKI has a ‘whole of life’ philosophy towards our products. We have developed a sophisticated infrastructure headed by our 24-hour Customer Care Centre (CCC) to provide you with ready access to support throughout the life of your DKI Terminal Automation System.
Support Philosophies
24 X 7 X 365
Available to help resolve and diagnose site issues to assist making sure operations get back to full capability as soon as possible.
KNOWLEDGE CENTRE
A team of multi-lingual, expert and knowledge personnel, able to respond to your queries through remote and on site support services.
EXPERIENCE
Our expertise built over many years of applied industry experience across international boarders means your site has access to a broad range of know how that assists site to operate and deliver product every day, all day without interruption.
WHOLE OF LIFE
Embracing a “Whole of Life” support philosophy means site systems are supported through their entire operational life. In addition, this means solutions that are engineered to endure beyond their initial life span using open architectures that allows future evolutionary options.
Our Services
Site Modelling
If you are planning a new terminal facility, designing a new load rack or considering upgrading an existing facility, understanding the exact outcome that will be achieved before committing finance can have a considerable impact to investment needs. DKI’s Load Rack Modeller software, analyses and simulates existing or planned operations and allows “What if analysis” on the proposed changes.
Continually refined and developed over many years the Load Rack Modeller software proves the outcome before committing finance. Demonstrably Site Modelling can save thousands of dollars.
Application Development
The App-Dev team is a group of highly qualified and experienced Information Technology professionals dedicated to providing customers with state of the art software applications that span IT and terminal facilities. With capability for Web, Database, Reporting and Host interfaces development, all delivered using the Agile Scrum, applications are developed rapidly in line with customer requirements.
Regression Testing and Verification Service
Software is a vital part of business and applies to all business environments including commercial, management, compliance and manufacturing. When it comes to change, upgrade or patch its critically important to be totally confident the change both provides the business process and functionality required and does not create new issues after deployment.
Use a structured & logical methodology, DKI work with the customer to define agreed boundaries and test script scenarios that replicate your real business process and situations. Testing is conducted following an agreed script, executed via manual or automated tools (for volume activity). Testing both verifies the software meets the specification and validates it meets the customer business need.
Meter Proving
Mobile bulk test facility using a calibrated master meter to verify and certify in-situ meters measure within the permissible errors specified in national codes.
Providing Verification, Certification and In-Service inspection of Bulk Flowmetering Systems for Liquid Hydrocarbons (other than LPG) to National Instrument Test Procedures 5.2 ensure site deliveries measure within the maximum permissible errors allowed within regulations and that they comply with their certificate of approval.
Other Services
Commissioning/SAT
Upon completion of installation, all projects undergo a thorough Commissioning and Site Acceptance Test (SAT) to assure the delivered solution meets the agreed specification and contractual terms.
Commissioning is an extremely important aspect of our project deliveries as it is the opportunity for the Customer to be assured the delivered solution meets the agreed specification and contractual terms. Following an agreed test plan our technicians systematically work through each test to ensure operability.
Spare Parts Management
DKI’s Managed Spares Service eliminates the uncertainly of spare part availability from unplanned outages due to equipment failure. An agreed set of parts are located at customer site or DKI office ready for immediate use 24 x 7 x 365. Backed by a Service Level Agreement (SLA) used spares are promptly replaced so site is always ready when needed.
Business Process Analysis
Survey and analyse current business process to assess compatibility with automated processes; assess opportunities for re-engineering / improvement
Remote Diagnosis
Remote diagnosis is the fastest and easiest way to give your system a run-through check.
On-Site Service
In time on-site services are critical for smooth operation of a site, especially on a non-stop running site, each second counts. Dedicated expert with extensive experience
Project Management
Each DKI project is managed via our Project Manager (PM) to ensure the project runs on time, on budget. Our PM is the focal point for the duration of the delivery process and will skilfully direct and manage resources.
Risk Assessment
Assess areas of potential risk to successful completion of the automation project and indicate potential risk management measures to eliminate mitigate or transfer.
Change Management
Recommend and facilitate change management and appropriate business process re-engineering; promote buy in of Company staff through Workshops and On Site Briefings.
Security Reporting
Today’s dependency on information systems, requires assurance that your system is secure, stable and untampered.
Site Survey
Understanding precise site configurations, cabling, instrument models and infrastructure is a pre-requisite for any site upgrade. DKI’s methodical and factual based Site Surveys equips the site owner with the necessary information about their site that can be used as a basis for tender. Reports are provided that document current status and hihglight challenges that need overcoming in a future capital investment.
Automation Scope Definition
utline the scope of an automation project based on the optimum module configuration and preferred level of automation; provide equipment lists and basics layout drawings suitable for tender requests.
Cost Benefit Analysis
Assess the incremental levels of automation applicable to Worksite operations; for each level, estimate the investment to implement and analyse the quantitative and qualitative benefits, cost, security, safety environment and quality.
Budget Estimating
From Customer point of view, estimate the total investment for an automation project. Identify the estimated investment of supply and installation by a Main contractor and allowances for works by others.
Training
Arange of training packages specifically designed for terminal operations and maintenance. Courses cover:
- Terminal Automation Administration and Operation
- Driver Loading Operations
- Site Maintenance
- Change Management
- Customised training is also available to suit specific needs.