An Integrated Digital Twin Architecture for Proposing Field Service Management Model in Fiber Optic Network Infrastructure: A Design Science Approach

This study demonstrates significant operational improvements through a novel digital twinintegrated Field Service Management system, achieving 30% reduction in task completion time, 30% increase in first-time fix rates, and 50% decrease in average response time to incidents in emergency maintenance requirements in fiber optic network infrastructure development.Through rigorous application of Design Science Research methodology and extensive stakeholder engagement with 15 field technicians, 3 service managers, and 3 technical experts, we empirically validated our integrated model across multiple telecommunications operators in Indonesia.Unlike previous implementations, our empirically validated approach, which uses digital twin technology in service management, pioneer's real-time knowledge transfer mechanisms through augmented reality interfaces while establishing a comprehensive framework for developing telecommunications infrastructure.The quantifiable performance improvements and industry-validated implementation guidance provide both theoretical foundations and practical pathways for digital transformation in field service operations.