Digital transformation is reinventing the core operations of electric, gas, and water utilities. Over the last several years, digitization has helped utilities evolve to meet current and future challenges. As innovation now touches business- and customer-centric operations, the question is this: How has the rapid scale of adoption occurred?

A new generation of proactive customers is changing the way utility organizations function across service and field operations. The digital revolution has ensured that information is available at the customer’s fingertips anytime, anywhere, and on any device. Today’s utility customers demand more convenience and control of their energy and water usage. Digital self-service platforms allow customers to take actions through web portals and mobile channels, and communicate with their service providers in real time. At the back, utilities understand the customer lifecycle, and monitor customer behavior through AI and ML powered analytics. This capability, in turn, allows utilities to perform intelligent customer actions and provide 24×7 customer support and service. Utility field operations teams are frequently looking for ways to ensure safety and compliance while empowering the field workforce with secure system access using field mobile computing and advanced digital technologies.

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