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Management:
An Optimal Solution for Utilities
Introduction
State of the Energy Utility Industry
Companies in the Energy utility industry face a number of
critical trends that are impacting their operational effectiveness,
financial performance, and overall customer experience.
Political, environmental, and commercial pressures have
pushed utilities in regulated and unregulated markets to deploy
smart meters/smart grid technology. This in turn has led to a
deluge of data that utilities must manage in real-time. When
used effectively, this data can help to anticipate and avoid
service issues, and proactively respond to failures and outages
before they occur. In addition, rising environmental awareness
and active energy consumerism is forcing utilities to offer new
energy efficiency programs and install distributed generation
technologies (e.g., solar, wind, etc.). In parallel, many utilities
must support an aging infrastructure with an aging workforce.
These factors have made a major priority of achieving ongoing
cost reductions in operations and increasing flexibility of field
workers while managing reduced headcount.
1. Milstead, Rob Realizing Hidden Value: Optimizing Utility Field Service Performance by Measuring
the Right Things, Sapient Corporation, 2007
2. IBID
3. Radabaugh, Tina and Scalise, Joseph Field Service: Reenergizing a Hidden Asset, Bain & Company,
September 06, 2011
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4.
5.
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7.
Milstead, Rob
Radbaugh, Tina and Scalise, Joseph
Identifying Compound Interest in the Field Service Workflow, Utility Products, Volume 8, Issue 9
Federico, Lillian, Heath, Andrew, and Seldin,Dan Ph.D. How Customer Satisfaction Drives Return on
Equity for Regulated Utilities, J.D. Power, McGraw Hill Financial, October 2015
8. Federico, Heath, and Seldin
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earlier, lower authorized ROE and funding rates for CapEx and
OpEx by state regulators has created an environment where
utilities need to be extremely effective in optimizing field labor
efficiency and productivity to achieve earnings expectations
of shareholders. In addition, demands for increased reliability
among consumers has led to increased spending on aging
infrastructure and funding on upgrading the energy grid which in turn has led to increased workloads for field crews.
Furthermore, the desire of utilities to improve the customer
experience and maintain high levels of customer satisfaction
during routine service requests and major outages requires
that utilities possess the right tools and technologies to proactively manage customer expectations.
Challenges to Utility
Value of MWFM
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2016 Blumberg Advisory Group, Inc. All rights reserved. No part of the material protected by this copyright may
be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording,
broadcasting or by any other means without written permission from Blumberg Advisory Group, Inc.
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About ClickSoftware
ClickSoftware is a leading provider of automated mobile
workforce management and service optimization
solutions for the enterprise, both for mobile and inhouse resources. As pioneers of the Service chain
optimization concept, the companys solutions provide
organizations with end-to-end visibility and control of
the entire service management chain by optimizing
forecasting, planning, shift and task scheduling, mobility
and real-time management of resource and customer
communication.
Contact Us
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