Utilities
Case Studies
Automation of Meter Processing
Overview
The client is one of the major electric utility companies in the US. Its functions include distribution and supply of electricity to a wide range of customers including small domestic customers and medium / large commercial and industrial users. It also has generating capacity from interests in nuclear, hydroelectric and fossil-fueled power plants.
Business Needs
The business need was to integrate and automate the existing systems for metering service requests. The key objectives were to resolve failure points in the meter service request process, reduce manual work around processes, provide a single repository to update, view and store information and to provide increased validations, accuracy and reporting capabilities.
The Application Development involved Requirements analysis, prototype building, design, construction and implementation. Along with that appropriate Program Management, Application Testing, Training Environment Setup and Deployment Support were provided.
The Challenge
The main challenge was integration of different client business units (Transmission, Distribution and Customer Service). The involvement of multiple stakeholders having concurrent development was a challenge so that there would be no gaps in communication.
To implement the project Cross-BU teams created, however, single PMO (Infosys) was used to track and monitor progress
The end result was a smooth transition for End users, improved turnaround time from customer service agents, Automation of business rules and Higher CSAT.
Infosys Solution
Infosys provided end-to-end application development which involved following solutions:
- GUI interface created for customer service representative to initiate requests and respond to customer queries
- Background mainframe processes created to process work and route to appropriate field agent according to business rules
- New applications / enhancements provided for diverse user groups to track and process the requests on schedule
Benefits
This application automated the business rules. It improved the turnaround time from customer service agents which resulted in higher customer satisfaction.
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