Technology is transforming the way utilities operate the grid. Distributed grid sensors, controls, and AMI systems have a more profound integration with operational technology (ADMS) and additional utility systems. This facilitates real-time data exchange and analytics, including demand forecasting, dynamic pricing, and proactive outage management. The introduction of automated fault detection and self-healing grid capabilities help to minimize downtime and enhance the overall resilience of the grid.
Benefits to the customer
Customers will benefit from increased access to consumption data, which will empower them to make more informed energy decisions. Service reliability will see improvements, along with more efficient responses to power outages.
Benefits to the business
Utilities will be able to offer more personalized energy management services and programs, fostering a more collaborative relationship with consumers. They will also experience increased operational efficiency, reduced durations of outages, enhanced grid management capabilities, and optimized asset utilization.
Control Center of the Future ADMS Strategy & Impl Management AMI Strategy & Impl Management Asset Maintenance Strategy IT/OT Integration
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Transportation Electrification Strategy & Advisory Electric Vehicle Load Forecasting & Planning Building Electrification Digital Customer Education Tools Cleantech Advisory
Utilities will be able to comply with state clean energy mandates, open potential new revenue streams like EV infrastructure, energy services, and carbon credits, and enhancing their reputation as sustainable energy leaders.
Customers will access cleaner, sustainable energy sources, improving public health and potentially lowering energy costs due to cheaper distributed solutions and ability to sell flexible load during peak periods. Infrastructure expansion will provide more eco-friendly options.
Utilities have shifted their focus to renewables (wind, solar, hydrogen) and energy storage technologies to meet emissions goals. They’ve expanded electrification while leveraging smart software for DER integration, load management, and dynamic pricing, all to reduce emissions and accommodate grid growth. Strategic partnerships, like carbon capture, bolster systemic decarbonization.
Customer Research & Strategy Clean Energy Program Experience Contact Center Assessments & Operational Improvements
The transition to becoming trusted energy advisors allows utilities to strengthen customer loyalty, differentiate themselves, and create new revenue streams for value-added customer services.
Customers will experience personalized, reliable services and sustainable solutions tailored to their specific needs. Utility investments in digital platforms improve customer interactions and service accessibility, while flexible pricing and programs offer added value.
The term “ratepayer” is a term no longer used and utilities are now being viewed as trusted energy advisors for customers who demand personalized, sustainable services. Advanced digital platforms power superior customer experiences, tailoring reliable, affordable services to individual needs. AI boosts efficiency and cost-effectiveness, particularly benefiting income-qualified customers.
DER Strategy & Planning Clean Energy Program Development Customer & Developer Experience DER Interconnection Automation DER Operating Model & DERMS
Utilities will experience enhanced grid stability, lessened peak load pressures, and the opportunity to provide innovative services and enter new market segments, ultimately boosting their business sustainability and profitability.
Customers will benefit from a more reliable, sustainable, and cost-effective energy supply. They will experience enhanced grid resilience, greater control over their energy consumption, and reduced electricity costs.
The energy landscape is more dynamic, decentralized, and digital, with utilities ensuring a smooth transition while meeting regulatory norms and customer expectations. Stricter state mandates incorporate DERs, alongside advanced forecasting and demand response tools. Customers are able to seamlessly navigate the DER ecosystem, from education through interconnection.
Regulatory Strategy & Business Case IIJA/IRA/BIL Advisory Expert Testimony Market Advisory Climate Action Plans
Utilities will leverage data-driven investments and modernize the grid to balance cost of service while enhancing service reliability, thereby creating a more defensible business case and enabling better long-term decision-making
Customers will experience more reliable, affordable, and sustainable service as utilities make informed, data-driven investments in grid modernization to promote cost-effective solutions that prioritize customer needs.
Utilities broaden decision-making processes by engaging with regulatory bodies, customers, and community groups. They use advanced analytics and AI for business case development, predictive models, and simulations to more effectively balance evolving grid conditions with customer needs. Regulatory frameworks include performance-based regulation, dynamic pricing models, and innovation incentives balancing investment recovery with affordability.
IT/OT Cybersecurity Strategic Advisory Third-Party Supply Chain Security Critical Infrastructure Isolation Cybersecurity Governance Cyber Remediation & Hardening Secure & Compliant Product Development IT/OT Resiliency Exercises
'Utilities will increase the resiliency of critical operations and more effectively protect their investments while enabling innovation in a secure and compliant manner. Data enables more informed decision making and adoption of Protection Level Agreements (PLAs) reduces risk and the costs to achieve and sustain compliance and the desired risk tolerance.
Customers will experience enhanced reliability and security, an uninterrupted energy supply and protected customer data, increasing trust in utility providers.
Protecting critical infrastructure is a primary business objective as cybersecurity has become a differentiator and a matter of national security. Utilities have enhanced capabilities to isolate critical infrastructure on demand, reduce supply chain and third-party risk, and a culture that values a collaborative governance model to more effectively achieve and sustain objectives in a more secure and compliant manner.
Analytics Strategy & Roadmaps RFP Development & Vendor Evaluation Data Governance
Grid operators will make proactive decisions with predictive analytics. Energy managers will provide personalized solutions to customers, while CSRs will use real-time data to advise customers on energy management. The need for data analysts will grow to convert data into actionable insights.
Customers will have enhanced control over their energy use, leading to cost savings through a personalized energy experience. They will be actively engaged in the energy transition through activities like carbon tracking.
AI and machine learning predict and tackle grid vulnerabilities, optimize renewable energy distribution, and prevent outages. Hyper-personalized energy services have transformed customer engagement with energy-saving solutions and dynamic pricing. Sustainability extends beyond the grid, orchestrating ecosystems of EVs, home energy storage, and DER.
Field Workforce Optimization Materials Management & Tracking Customer Service Request Mgmt Employee Experience Design & Build Digital Utility Workplace
Utilities will be able to more proactively manage their assets, predict maintenance needs, and respond to customer service requests.
Frictionless employee experiences for the digital field worker will reduce customer outage durations, reduce costs, and allow employees to spend more time building valuable relationships with their customers.
Utilities have created a more connected and agile work environment for field operations personnel who will use mobile and augmented reality tools for real-time access to data and remote maintenance. This transformation equips employees with the necessary tools and insights for superior service delivery, informed decision-making, and adaptability
Demo Directory
UTILITY OF THE FUTURE
Advanced Utility Operations: AMI/ADMS
Advanced Distribution Management Systems (ADMS)
Advanced Metering Infrastructure (AMI)
Connectivity & Telecom Evolution
Low-Code Tools
Decarbonization Enablement & EV
Energy Efficiency Benchmarking
Electric Vehicle Total Cost of Ownership
Delivering on the Customer Promise
Clean Energy Digital Tools
DER Integration
DER Interconnection Automation with Intellio® Connect
Regulatory Strategy for Investment Funding
AI for Utilities
Regulatory Advisory
Securing Resilient Operations
Critical Infrastructure Isolation & Resiliency Exercises
Utility Analytics
Next Generation Customer Experience Analytics
Utility Work & Asset Management
Material Tracking & Demand Planning
Con Edison Conor
Telecom Business Case & Roadmap Utility Network Modernization Network Consolidation Telecom Asset Deployment RFP Development & Vendor Evaluation
Utility will enhance operations by enabling more precise grid management, reducing operational risks, and supporting the integration of renewable energy sources. Utilities benefit by improving operational efficiencies, reduce costs, and open new revenue opportunities for utilities through advanced services and greater customer engagement.
Customers benefit by improved reliability and efficiency of electricity service, and enabling more personalized energy management solutions. These advancements will lead to fewer power outages, faster restoration times, and potentially lower energy costs through more efficient grid operations and energy usage optimization.
Utility telecommunications are more integrated, secure, and capable of supporting advanced grid functionalities. Increased Integration of IoT and edge computing will support real-time analytics and decision-making, improving grid management, outage response, and customer service. The expansion of broadband connectivity, especially in rural and underserved areas, improve the inclusivity and reach of smart grid benefits.
Advanced Utility Operations
Digital Infrastructure
Portfolio Management Tooling & Automation
Customer Service Request Digitization with Intellio® Connect
Utility Integration
Cybersecurity Governance & Protection Level Agreements
Telecom Infrastructure Modernization
Regulatory Strategy For Investment
Utility Work and Asset Management
Utilities will leverage data-driven investments and modernize the grid to balance cost of service while enhancing service reliability, thereby creating a more defensible business case and enabling better long-term decision-making.
Utilities have created a more connected and agile work environment for field operations personnel who will use mobile and augmented reality tools for real-time access to data and remote maintenance. This transformation equips employees with the necessary tools and insights for superior service delivery, informed decision-making, and adaptability.
A utility sought a partner to help manage a multi-year ADMS deployment across six operating companies - a program that spans more than 130 stakeholders, multiple 3rd party vendors, and a 12-year implementation timeline.
Since 2019, West Monroe has provided rigorous and independent oversight of the program’s scope, schedule, and budget, including a focus on quality delivery and achieving desired business outcomes
Since 2019, West Monroe has provided rigorous and independent oversight of the program’s scope, schedule, and budget, including a focus on quality delivery and achieving desired business outcomes.
UTILITY OF THE FUTURE | ADVANCED UTILITY OPERATIONS
West Monroe successfully led AMI infrastructure deployment of electric, gas IMU, and tin-welded case gas meters in a challenging urban and suburban area. This work included deployment of an entire suite of back-office tools, technologies, systems, and functionality that will enable future plans for Grid Modernization, while driving a wide range of customer, utility, and societal benefits.
Since 2016, a large northeast utility launched a large-scale project to implement AMI technology across its entire service area, choosing West Monroe to manage and execute all aspects of this complex transformation. The project includes deployment of 5.2 million AMI electric and gas smart meters, as well as a communications network across all boroughs and multi-state service territory.
When providing external access to their data, utilities should build a foundational modern data platform with composable services that allows for easy addition of new capabilities, resource sharing, and reuse across the utility. Immediate benefits include productivity increases, cost efficiency, and implementation success. However, the long-term benefits are even more significant, as standardizing and making data available for consumption in a utility's digital products allows for rapid innovation of new use cases, regulatory compliance, and a reuse cycle that positively impacts future project costs and timelines.
Digital Infrastructure for Data Democratization
Utilities are evolving due to regulatory changes, customer expectations, and system advancements, driving the need for advanced analytics and investment in transformative systems for efficiency. At the same time, Utility data democratization (via programs like the Green Button Initiative) is gaining attention from regulatory commissions, with several states exploring its potential benefits. Accessibility of utility data is crucial for achieving decarbonization goals, and can drive additional value by unlocking future use cases.
The West Monroe team managed the requirements, design, construction, and implementation of integrations across AMI, OMS, MDMS, CIS, FIS, and GIS using MultiSpeak standards and systems' standard interfaces. The end result was an integration platform that not only de-risked the EAM implementation but accelerated future use cases: modular reusability allowed our client to more easily proliferate EAM data through the enterprise.
A southwest utility embarked on a modernization journey, investing in a new Enterprise Asset Management (EAM) system. They chose West Monroe to spearhead their systems integration efforts, crucial for the success of their EAM program. We equipped the utility for future advancements by developing a scalable, flexible integration platform, facilitating the implementation of modern systems and automation of manual workflows.
The West Monroe team immersed themselves in the utility's EE data management processes, created visual prototypes of candidate solutions, elaborated functionality into a Product Backlog and, ultimately, designed and built experiences for EE program managers to enter financial and energy data relating to their programs. Further, we designed and built EE reporting experiences for analysts to more easily prepare their monthly scorecards and quarterly reports via Power BI.
Low-Code Digital Tools to Streamline Business Processes
A utility relied on program managers to manually collect actual and forecasted energy efficiency (EE) program data on a monthly basis, which was time consuming, error prone, and caused inefficiencies. West Monroe created a simplified user experience to enter Net MWh savings and financial forecasts for both EE and customer solutions programs. Additionally, the team built a refined and automated intake process, improving usage efficiency.
Using low-code digital tooling and automations, West Monroe built solutions at multiple clients to streamline the management of large portfolio initiatives. Each of these solutions had the following common outcomes:
An intuitive and easy to use interface allows users to onboard to the new product quickly
Automated workflows and notifications to boost efficiency and remove manual and often duplicative responsibilities
Integration into current and future systems and processes to streamline the user experience versus adding another responsibility or standalone tool
The technical foundation can be expanded to add support for additional data volume, integrated systems, and historical data
UTILITY OF THE FUTURE | CONNECTIVITY & TELECOM EVOLUTION
Designed and built solutions to provide program and dependent financial decision makers with actionable insights, leveraging automation and standardized processes to establish consistency and increase observability for program management across the portfolio.
The strategic project culminated in the provision of tailored technology and spectrum recommendations, alongside a comprehensive 20-year telecommunications roadmap and a detailed 5-year plan, underpinned by a high-level business case and a 20-year Total Cost of Ownership (TCO) model. These efforts provided the utility with a clear path forward for pilot testing, migration strategies, and subsequent steps, all validated and supported by the Executive Leadership Team for immediate and long-term strategic implementation.
A utility grappled with telecommunications networks that were ill-equipped to meet existing business demands and lacked the capacity for expansion to accommodate grid modernization initiatives. The utility sought a partner to overhaul and unify the telecommunications infrastructure to support current operational needs and future grid modernization efforts, ensuring flexibility, scalability, and enhanced operational efficiency.
West Monroe's Digital TCO platform is a no-code, user-friendly tool that automates crucial savings computations, assisting commercial and residential customers in electrification decisions. It projects and visually displays total costs and benefits (both financial and environmental) for a variety of transportation and building electrification scenarios, can combine results for multiple vehicle use cases, and share detailed education on product selection, recommendations for ongoing operations and available incentives and/or financing options.
Launch Prototype
UTILITY OF THE FUTURE | DECARBONIZATION ENABLEMENT & EV
The push to cut carbon emissions is prompting utilities and businesses to evaluate and act on green investments. The dual benefits of carbon reduction and operational cost savings make sustainable alternatives like electric vehicles and electrified buildings an attractive option. However, there's a shortage of digital tools for making decisions on decarbonization investments such as fleet and building electrification.
The West Monroe team delivered 8 future state design concepts and a current state technology architecture for product and technical design. The team developed a product backlog and provided a 3-year implementation roadmap, along with a 180-day plan for initial activities.
UTILITY OF THE FUTURE | DELIVERING ON THE CUSTOMER PROMISE
A utility sought a partner to help transform the customer experience for discovering and enrolling in their clean energy programs to increase program participation and better meet regulatory requirements. This project required a deep understanding of three priority customer segments, the utility's clean energy program offerings, and regulatory implications.
West Monroe employed agile methodology for the design, build, test, and deployment of the new portal. The team has prepared a product backlog, set up a design system in line with client brand standards, and developed code to fulfill the client's vision and enhance user and stakeholder experience on the portal.
The utility needed to design high performance data architecture to build an Energy Efficiency Benchmarking Portal and comply with NYC LL (Local Law) 84 and LL97. Data architecture needed to support enacted benchmarking and data sharing requirements. This was to be done on a very tight timeline to meet PSC submission.
Intellio® Connect is a highly configurable platform that is finely tailored to streamline the processing of interconnection requests from utility customers. Intellio® Connect keeps teams on track to meet jurisdictional requirements, deliver work in a timely manner, and provide transparency to the customer.
UTILITY OF THE FUTURE | DER INTEGRATION
A utility needed a scalable solution to best manage the increase in Distributed Energy Resource (DER) interconnection requests across their operating utilities, powering customer transparency, utility employee productivity, and data and insights around DER penetration.
West Monroe created a demo future product vision. Using regulatory filing documentation as the input, this animation shows how superior a tool AI is to advanced search. See for yourself and imagine the possibilities.
UTILITY OF THE FUTURE | REGULATORY STRATEGY FOR INVESTMENT FUNDING
Imagine a tool that is invaluable in helping utilities navigate the complex process of regulatory filing effectively and efficiently. Capabilities could include seamless workflow management, data analysis, documentation generation, regulatory compliance, risk assessment, communication, scenario planning, and ongoing monitoring to navigate the complex process of regulatory filing effectively and efficiently.
Developed customized modernization plans for each utility, directing substantial investments towards enhancing grid reliability, electrification, and capacity expansion to meet broader decarbonization goals. Provided comprehensive regulatory support and an inclusive stakeholder engagement plan that emphasized fairness, particularly for marginalized communities, through active participation and advisory groups. Developed innovative net benefits model highlighted the synergy between utility investments and the combined benefits for society, customers, and the environment, reinforcing the strategic importance of these initiatives in advancing regional climate objectives. Finalized and prepared testimony and regulatory filing materials.
West Monroe collaborated with three northeast utilities to jointly develop and submit infrastructure modernization plans to enable electrification that align with and support state-specific decarbonization goals. This comprehensive project involved joint-utility coordination, strategic advisory, net benefits analysis, testimony development, and filing support to demonstrate how the proposed infrastructure investments would yield benefits outweighing costs.
Understanding the vital role resiliency exercises play in preparedness of evolving threats, West Monroe invested in the development of a digital asset to enable our clients to more efficiently perform both IT and OT resiliency exercises with dynamic threat scenarios at a lower cost.
UTILITY OF THE FUTURE | SECURING RESILIENT OPERATIONS
With an increase in sophistication and volume of advanced threats, utilities need the ability to maintain operational resiliency of critical infrastructure during a cyber attack or period of heightened alert. They turn to West Monroe to define the strategy, implement technical network isolation capabilities, drive adoption of new tools and processes, and then continuously improve and sustain operational resiliency with live IT & OT resiliency exercises.
To achieve the desired risk tolerance while enabling key business objectives and innovation at scale, West Monroe applied the GOSP framework to all stakeholders involved in sustaining the resiliency of an asset as a foundational step. The team then operationalized processes that drive collaborative consensus among stakeholders in the development of Protection Level Agreements (PLAs) that benefit all stakeholders while accounting for the total cost of ownership to sustain the desired protection levels throughout the lifecycle of an asset.
Utilities have encountered a surge in advanced attacks on assets and third-party vendors. Simultaneously, they had to adhere to new regulatory controls and accommodate additional business initiatives, creating more vulnerability points. Security teams overseeing critical assets lacked control over supporting infrastructure, hindering their ability to fulfill responsibilities effectively. A fresh approach was necessary to balance innovation with security and compliance.
The West Monroe team:
Defined customer experience and analytics strategy and established value tracking processes.
Established a new customer analytics function dedicated to serving the data and analytics needs of customer operations.
Utilized iterative, 'Rapid Insights' approach to quickly prove out value of analytics use cases.
Executed conversion of analytics collateral to leverage new CIS (CC&B).
Created enterprise-grade data platform utilizing Azure, Databricks, and Power BI.
Enabled enterprise IT team to manage the platform in conjunction with customer operations.
Customer Analytics Function Strategy and Platform Implementation
UTILITY OF THE FUTURE | UTILITY ANALYTICS
A utility required a robust customer analytics function to enhance satisfaction across all channels such as the contact center, billing, and energy efficiency program. This was crucial due to a shift from a homegrown CIS to CC&B. A scalable data platform, manageable by the enterprise IT team, was needed to facilitate this function.
Using documentation and known questions from the field as the input, West Monroe created an AI product concept. Imagine how this AI tool would be a superior experience to printed card and could reduce costly customer support calls.
UTILITY OF THE FUTURE | UTILITY WORK & ASSET MANAGEMENT
Picture enabling field crews to access commonly asked questions in areas where they lack expertise. With a smart device, they become utility ambassadors, addressing any inquiries without redirecting users to customer support.
Originally launched on SharePoint 2016 and since migrated to SharePoint Online, Conor is a personalized intranet using a hybrid of custom features unique to employee needs and out of the box SharePoint Online capabilities like news, navigation, and accessibility.
The West Monroe team designed and delivered "Conor", the utility's new, award-winning intranet to 15,000 NY employees. A personalized intranet that simplified content to help employees find important info on safety, the energy future, customer experience, and operational excellence.
Intellio® Connect for New Business offers a unified platform for team collaboration, project status, and ownership alignment. It consolidates tasks like application processing, file management, internal communication, and team work assignments. It also enables utility teams to effortlessly share status updates and progress with customers.
A utility lacked a singular location to manage and track work relating to customers' requests for new electric and gas services. Project information was nearly entirely stored in personal email inboxes or sporadically-updated in cloud-based documents.
West Monroe created a high-fidelity prototype that served as the articulation of the future product vision. Using user research as the input, we prioritized key features that demonstrated the value of the product.
A major U.S. electric and gas utility, faced supply chain disruptions revealing inefficiencies in their internal material and inventory management. The utility sought West Monroe's help in planning a research strategy, crafting a product vision, and initiating a product build team for the MVP to support their business objectives.
