Utilities companies are increasingly adopting mobile solutions to improve productivity, reduce costs, and streamline operations. Mobile technology allows work to be completed more efficiently in the field and facilitates the exchange of information between the office and field workers. Some key benefits of mobile technology include increased worker productivity, reduced costs through process improvements and inventory management, and improved decision-making through better access to up-to-date information. Utilities must select mobile solutions that are usable, integrated with their existing systems, and address their specific business needs to fully realize these benefits.

1. Utilities the way we do it
Smart Grid Operational Services
Utility Mobile IT Adoption
Utility companies have taken great Why? The reasons are many:
strides in employing the latest Continuing deregulation has made the
technology to manage their work forces, utilities industry more price
assets and operations. Many have competitive. The transmission and
invested significantly in enterprise asset distribution infrastructure is aging and
management (EAM) and outage is in some instances well past its
management software, scheduling tools, planned service life. The workforce is
remote meter reading systems and aging as well, and qualified people are
proprietary communication networks. increasingly scarce and more expensive
These tools have delivered marked to hire. Customers are demanding one
improvements in productivity and the hundred percent availability,
quality of many processes, empowering environmental awareness, accurate
utilities to provide a consistent and billing and quick fault resolution.
reliable product. Yet many utility Government and industry compliance
organizations are looking beyond regulations are becoming stricter. All of
improving back office operations and this, and more, is business as usual
seeking other ways to get more done, for utilities management.
collaborate better and further the
efficiency of their day to day activities.

2. To meet these challenges and be and remote office solutions such as
better prepared for the unexpected, wireless e-mail, mainly because they
companies are increasingly adopting were widely available and delivered a
mobile solutions as a way to further clear set of benefits. The second phase is
control costs, improve productivity the adoption of mobile applications
and make better decisions throughout designed specifically for the utilities
their organizations. industry. These can bring exponentially
According to the US This report briefly reviews the state
larger benefits than general use
horizontal tools, and they are
Department of Energy, 70 of mobile adoption among utilities quickly gaining acceptance because
percent of the nation’s and outlines several high return of changes in the external environment.
mobilization areas for managers to
transmission lines and consider. It further discusses criteria First, the utilities industry is facing the
power transformers are now for selection of mobile solutions and dual challenge of aging infrastructure
25 years or older, and 60 provides some leading practices for and aging workforce. Over the past
their implementation within the decade, most investment was directed
percent of circuit breakers utility industry. toward constructing new facilities to
are more than 30 years old. meet demand, rather than to
Why Now?
This makes preventative Electric utilities are enabling or
refurbishing existing equipment.
According to the US Department of
maintenance a top priority deploying mobility mobile because Energy, 70 percent of the nation’s
and creates tight cost of the technology’s two fundamental transmission lines and power
capabilities to:
pressures for asset transformers are now 25 years or older,
Reduce cycle time: Mobile technology and 60 percent of circuit breakers are
management operations. allows such repetitive and/or time more than 30 years old. This makes
consuming activities as inspections, preventative maintenance a top priority
repairs, meter readings and installation and creates tight cost pressures for asset
of equipment to be completed more management operations. By the same
efficiently. This reduction in process token, some industry surveys report
With a paper based cycle time delivers significant benefits in that less than 10 percent of utility
system, a single work order customer satisfaction, cost reduction workers are under the age of 35, and
requires an 11-step process and efficiency. that most utilities will lose an average of
20 percent of their staffs over the next
that involves at least five Facilitate the exchange of information: five years, and some will lose up to 40
employees to print, sort, Mobile technology is extremely percent. This trend exacerbates the need
beneficial to organizations whose data
enter data and perform either resides outside of the enterprise
to get more done with fewer people, cut
costs, transfer knowledge and
the actual work. With or is needed and inaccessible in the standardize processes.
mobile technology, work field. This bilateral flow of information
greatly improves the decision making Secondly, at the infrastructure level, is
orders can be automatically ability of both field employees and the emergence of mobile platforms
scheduled, distributed managers back at the office. that can interface with several
to field employees and back-end systems simultaneously and
As we will discuss later in this report, cost effectively deliver intuitive
closed without a single mobile technology finds many uses in workflow solutions.
paper document. the utility industry, and most of them
belong in the above categories. Third is the improvement of mobile
device technology. Today’s handheld
When we talk about adoption of mobile mobile units are vastly superior to older
technology by utilities, it is important to devices, which lacked in battery power,
note that this process is happening in memory, processing capacity and
two distinct phases. The industry was support for the multiple networks and
rather quick to adopt communi-cations peripherals that employees needed in
2

3. Utilities the way we do it
the field. Current generation ruggedized benefit of the collective intelligence n Better management of spare parts and
devices are truly multipurpose tools that of the world’s leading utility companies tools inventories reduces the
can incorporate location based behind us. This gives us great organization’s costs in handling these
information, bar-coding and RFID, voice confidence in confirming that mobile items and often completely eliminates
applications, signature capture, imaging, technology finds its uses in virtually all excessive shipping charges for
printing and pairing with calibration parts of a utilities provider’s value chain. emergency parts orders
tools in a small, lightweight device that The next several pages of the report n Tightened supply chain capabilities,
has an outdoor readable screen and can will review some of these applications specifically with raw materials
be worn on a belt. as well as benefits that companies forecasting leads to decreased
can realize. operating costs
The fourth factor is the improvement of
n Faster turnarounds by pairing project
mobile application security, which had Benefits of Mobile Technology
previously posed a barrier. Increase worker productivity management software with mobile
Mobile solutions improve worker solutions can save companies millions
Finally, a drastic shift has occurred in productivity by minimizing idle time, of dollars in lost revenue and overtime
how companies use mobile technology. unnecessary travel and redundant data labor costs
Previously, the main use of mobile entry. Consider the following example Streamline operations
applications has been to get the that compares a paper based work Although some benefits of mobile
information “out” into the hands of field order process with one that can be technology can be easily tied to the
personnel. Increasingly, however, achieved with a mobile work organization’s bottom line, many
companies are placing more importance management solution. others contribute to the company’s
on the inward flow of information to competitiveness and long term well
enterprise applications such as ERP, With a paper based system, a single being less directly. The improved flow of
EAM, CIS and SCM. In the ELP work order requires an 11-step process information to and from field employees
industry, rapid incorporation of that involves at least five employees to serves as a key enabler for companies to:
information from the field allows print, sort, enter data and perform the n Improve and accelerate decision
companies to optimize power actual work. With mobile technology,
making by providing employees with
generation, transmission and work orders can be automatically
situational data they need to
distribution through improvements scheduled, distributed to field
confidently make decisions in the
in planning, scheduling, inventory employees and closed without a single
field: Because the data is continuously
management, logistics and other paper document. This cuts out multiple
and consistently updated by the entire
processes. This inward flow of time consuming steps from the process
team, engineers can be confident
information is nearly impossible to and results in better visibility and
that they are making decisions
achieve, with any degree of detail or supervisory control across the board.
based on trustworthy and
reliability, with horizontal solutions,
Reduce costs up-to-date information.
such as wireless e-mail.
Replacing a paper based system n Improve visibility into work status:
Mobilize What? with a mobile work management Without mobile technology, the work
Contrary to what many believe, the solution delivers considerable cost order status and information captured
biggest barrier to mobile adoption isn’t savings. Using mobile technology allows in the field is often collated only at the
the complexity of the mobile technology companies to handle increased work end of the shift when all employees
or tying it to back-end software. volumes without the propor-tionate
return to the office. Extending back-
According to a study by a leading increases in staffing levels.
end systems to mobile devices allows
industry analyst firm, two of the largest For many companies, this can translate managers to have instant knowledge
challenges that companies have to into significant savings in hiring,
overcome are proving the business case and control of the work that is
training and salary for new employees.
and selecting areas to mobilize. While Several other areas benefit from cost being done.
the first challenge is rather apparent, the savings as well: n Improve scheduling: Enabled with real
second is less obvious. Yet it is true that n Eliminating the need for data entry time work status and location
many applications of mobile in the information for employees, inventory
and handling of paperwork can reduce
utility industry are hard to uncover. and equipment, supervisors can make
administrative expenses and allow
companies to retrain administrative vastly better scheduling decisions. The
At Capgemini, with multiple live
staff to perform higher value activities added transparency of operations
deployments in utilities, we have the
Utility Mobile IT Adoption 3

4. The goal behind ensures that travel times are levels to get out to an unfamiliar
implementing sophisticated minimized, that engineers who outage site, at night and under heavy
arrive at job site have the correct rain, and not even know where the
project management, qualifications, and that all necessary assignment is without consulting
outage management and parts and tools are available at the detailed maps in the truck.
GIS systems was to improve job site before work begins. This
Mobile software solutions can give
eliminates employee frustration, saves
decision making across the labor and travel hours and ensures employees improved autonomy and
organization, track more that more work gets done every day. personal control over their work, and
they can streamline the inter-
information and improve Extend asset life
departmental cooperation that makes
Multiple operational improvements
analysis and performance many tasks easier. The results are
created by mobile technology allow
in key areas of the engineers to do a better job at servicing
increased employee morale and
decreased absenteeism and turnover.
business. It only makes critical assets. Improved productivity
and scheduling provides more time for
sense then, to extend Enhance safety and security
preventative maintenance of power Mobile solutions promote employees’
these capabilities to as plants, the transmission network, safety by providing them with the
many employees as substations and the distribution information they need to make
infrastructure. In addition, immediate
possible and to competent decisions in the field. For
access to historical maintenance and example, if a switch was broken and is
remove paper as the repair records allows technicians to being replaced, the entire team benefits
communication medium better isolate current and potential from knowing when it goes back online.
problem areas and perform proper and
between information in Similarly, having full access to
timely service on assets. As a result, first information about the location and
the field and in the time fix rates improve, and the assets’ condition of the plant and equipment
back-end applications. service life is extended. allows linemen to take necessary
precautions upfront.
Increase responsiveness
Bridging the gap between the field and Reduce regulatory fines and
the office greatly affects a company’s improve compliance
ability to react to unexpected events, Compliance and reporting for the US
shortening outage times and allowing Department of Energy, OSHA, and state
engineers to swiftly resolve unforeseen and industry agencies can strain utilities
changes in loads and conditions. companies’ time and resources. In
Bridging the gap Adding mobile components to outage addition to developing and complying
between the field and management, work management and with multiple procedures, companies
scheduling/dispatch systems allows
the office greatly affects system operations to rapidly disseminate
must readily provide in-depth reports
on their operations — facing hefty fines
a company’s ability to large numbers of work orders and for failure to do so. By capturing
react to unexpected events, instructions in response to an outage information at the point of performance
or an emergency.
shortening outage times and uploading it directly to back-end
systems, companies can quickly create
and allowing engineers Improve employee satisfaction
the necessary reports and successfully
When employees have the right tools
to swiftly resolve pass the strictest of audits.
and resources to do their jobs, their
unforeseen changes in satisfaction invariably improves. After Improve customer service
loads and conditions. all, staff engineers and technicians are Mobilizing critical parts of customer
hired for their skills in their crafts, not account management allows utility
for their ability to navigate mazes of companies to be more responsive to
paperwork and intricacies of forms customer needs and create higher levels
and procedures. And it certainly adds of customer satisfaction. For example, if
much to the a standby engineer’s stress a company has a policy of terminating
4

5. Utilities the way we do it
electricity supply to a residence or Usability
business when payment is not received No matter how brilliant the underlying
on time, the payment status should be technology or tangible the business
updated immediately upon receipt to benefits, a mobile solution that is
ensure that the customer can have their difficult to use, slow or cumbersome to
power quickly switched back on. interact with, or prone to errors will
Similarly, a customer may be paying his inevitably fail. Ease of use and seamless
bill in one of the offices when a service operation is paramount to user adoption
representative in the field terminates the and the success of a mobile deployment.
customer’s electrical supply. With Here are some things to keep in mind:
wireless applications, an alert will be n Intuitive workflow: The mobile
automatically issued to the field application should reflect the way that
worker and an unfortunate incident employees work, not the way that the
will be avoided. back-end systems are set up. This
includes arranging fields and forms in
Maximize the Value of
the order of task progression, using
Back-End Systems
branching logic to only display
Finally, extending core back-end
relevant information and breaking up
systems to mobile devices helps
a single form into several screens,
companies get the most out of their
tends to improve usability and shorten
investments in these applications. The
training times. Other usability
goal behind implementing sophis-
improvements, such as providing
ticated project management, outage
several ways to navigate to the needed
management and GIS was to improve
screen, context sensitive information
decision making across the organization,
entry and drop down menus can also
track more information and improve
help reduce process and data entry
analysis and performance in key areas
errors. The primary goals for a
of the business. It only makes sense
mobile solution are to gather better
then, to extend these capabilities to as
information and to be more
many employees as possible and to
productive. The software should be set
remove paper as the communication
up to achieve these objectives.
medium between information in the
n Device selection: Selecting the correct
field and in the back-end applications.
device for the job plays a major role in
Few applications deployed
Selecting the Right Mobile the speed of adoption and the level of
Solution: Leading Practices worker productivity. For example, by utility companies today
Suppose the areas of the business using a palm top (instead of a pistol are self!contained tools that
that should be mobilized have been grip) device in scan intensive
function in isolation on
identified and a strong business case environments, or using a keyboardless
for a mobile deployment can be built. handheld for qualitative observations workers’ devices. Mobile
How does a business select a mobile may significantly reduce productivity solutions are generally
solution that is correct for its needs? and prompt complaints from your
geared at getting data in or
workforce. Selecting a rugged, easy
The following section provides a brief to use multipurpose tool with an out of back-end systems
overview of areas that must be outdoor readable screen, support for and therefore, have to be
addressed to arrive at a solution that a variety of networks, integrated GPS,
will meet demands in the short term integrated into them to
and bar-coding/imaging can greatly
and the years ahead. contribute to ther solution’s usability exchange information.
and aid adoption rates.
n Battery life: It is important to pick a
device/connectivity/workflow
configuration that provides the
Utility Mobile IT Adoption 5

6. necessary duration of uninterrupted Traditional mobile approaches either mobile software. It is important that
usage for employees. Always-on required each individual system to have the chosen vendor support a broad
connectivity and heavy data entry a mobile extension or integrated range of devices in order to make the
quickly deplete the battery, requiring multiple systems before passing the best out of your current hardware
employees to spot charge the device information to the mobile device. Both investments and to provide flexibility
or carry a spare. of these approaches have different but in the future.
n Availability: Good mobile solutions rather significant disadvantages. Having n Support for multiple peripherals:
are not completely dependent on mobile extensions for multiple systems Although it is unlikely that your core
connectivity. Although it is extremely requires separate applications to be business processes will change
beneficial to update information in real deployed and managed on mobile dramatically in the coming years,
time, the behavior of the actual mobile devices, which is expensive and technology has a way of constantly
application should not vary with generally does not allow workers to use uncovering new ways to streamline
network availability. Always-on more than one system at a time. On the existing practices and introduce new
approaches tend to be very sensitive other hand, integrating multiple systems efficiencies. GPS, WiFi, RFID, voice,
to network bandwidth and latency, before sending information to the and high megapixel integrated cameras
and can leave employees waiting for mobile solution can help achieve the are just few examples of technologies
screens to refresh instead of needed functionality, but it creates a that gained wide acceptance in recent
performing work. Robust client-based system that is very inflexible. A minor years and transformed many activities
applications that store all pertinent change in business logic or workflow in the business world. Selecting a
data and business logic on the device can have the domino effect of having to vendor that is quick to integrate such
offer great advantages in this regard. adjust the entire arrangement, most new technology can help companies to
They are always available and perform often by employing expensive on site remain competitive and efficient.
faster in all conditions because all consultants. In contrast, having a n Support for multiple networks: Great
screens and data sets reside on the solution that independently interacts
care should be taken to understand
device, and validation rules and with multiple back-end systems and
when and where employees need
business logic can run locally. automatically aggregates information for
wireless connectivity. A mobile
the user makes the mobile application
solution that supports wireless
adaptable and eliminates vendor lock in.
Solution Architecture and networks allows the user to configure
It also eliminates the time consuming
Integration Capabilities the software to use different
process of rekeying information from
Few applications deployed by utility communication methods depending
one system to another or accessing
companies today are self contained on availability, cost and convenience
multiple systems to coordinate a single
tools that function in isolation on and to add an extra level of reliability
repair trip.
workers’ devices. Mobile solutions are to the solution by allowing the device
generally geared at getting data in or Technology Capabilities to switch to a different connectivity
out of back-end systems and therefore, Another key area to address in method if the primary
have to be integrated into them to deploying a mobile solution is the communications path is broken.
exchange information. depth of functionality and technology Ideally, support for these various
capabilities that the solution requires. networks should be driven by solution
As previously mentioned, the best Over engineering a mobile application intelligence that defines least cost
mobile solutions can instantly integrate may diminish performance and routing or preferred network routing
with multiple systems to provide usability, and can make the mobile
employees with all of the information for flexibility and cost management.
tool difficult and expensive to maintain.
they need as a part of a single n Security: Security measures may be
However, it is important to ensure that
application, and to allow workers a mobile vendor addresses the following available at the enterprise, transport
to simultaneously update several areas to guarantee that a solution is and device levels. Although not all
systems based on information captured flexible and can meet needs in the applications should be equally secure,
in the field. Such solutions can long term: look for a mobile solution that allows
significantly improve productivity one to adjust security measures to
by simplifying information retrieval
n Support for diverse device platforms:
Device platforms and operating accommodate the changes to the
and reduce costs by eliminating
redundant information entry. In effect, systems undergo significant upgrades security profile over time.
a mobile solution can become the every two to three years, often
information hub for back-end systems. becoming incompatible with current
6

7. Utilities the way we do it
n Integration with third party mobile the beginning of the shift, the solution return on investment with a mobile
applications: On device integration should not become sluggish or prone to initiative, ensure that mobile tools are
with other mobile applications is crashing. On the hardware side, it is easy to use, versatile, durable and
important for companies that already critical to understand the rigors of the scalable. Understand that the solution
employ or plan to roll out third party devices’ everyday lives. Notebooks will will evolve over time, both in size and
be dropped and stepped on, handhelds in scope, and it is critical to Sselect a
software, such as GIS mapping
will be left in trucks under damaging solution that can accommodate this.
services. When the client side sun, screen scratching signatures will be Think strategically about mobile as a
architecture is open, the new captured 50 times a day, and moisture part of the overall IT infrastructure,
mobile application can be and dust will be ever present. Although security profile and back-end
configured to exchange information consumer grade devices may be cheaper system environment.
with other mobile software on the to buy at the onset, the overall cost of
device, providing an added measure ownership for ruggedized devices can be Finally, seek advice from mobile
of integration. up to 33 percent lower due to their specialists. Look for comparable
durability and a strong support network. companies that have deployed multiple
solutions to address similar challenges.
Flexibility and Upgradeability Solution Set Time and money will likely be saved in
In addition to technology capabilities, it Consider the mobility strategy in the development, integration and
is important to understand a vendor’s long term. Does it include deploying a deployment by relying on a set of
application development and software single application or potentially industry leading practices and
upgrade methodologies. Some critical mobilizing several areas of the business? knowledge of mobile “gotchas” that can
questions to ask include: If so, vendors must be evaluated on the only come from years of experience.
n Can the solution be configured and
ability to provide ready to deploy
applications for multiple areas in the With years of experience and
maintained on site by trained staff or company’s value chain. Having such unmatched execution expertise
do changes have to be hard coded by solutions dramatically reduces project serving over 750 customers, Capgemini
the vendor? times and saves companies significant assists organizations with mobile
n If changes can be made on site, are resources in application development, workforces who are faced with the
integration and customization. challenges of streamlining workflow
they easy to make? Can they be made
and improving productivity.
in a GUI environment rather than
In Summary
coding in VB, .NET or C++? Capgemini delivers quick realization
Utility companies are quickly adopting
n Can a vendor’ development
s mobile technology to help drive of benefits by offering rapidly
framework be used to inexpensively efficiencies in generation, transmission deployable mobile solutions built
create custom applications or and distribution of electricity. Whether on 100-percent configurable and
a company owns several steps of this reliable mobile architectures.
application modules in the future?
n Do devices need to be brought in from
process or concentrates on a single area,
Capgemini provides the fastest path to
mobile solutions can help to shorten
the field for upgrades, or can updates mobilize enterprise systems. Unlike
core process times and facilitate the flow
be sent over the network? other mobile solution providers,
of information throughout the
Capgemini simplifies enterprise wide
The degree to which a future vendor enterprise. Several high benefit mobility
deployments with a leading strategic
addresses these lifecycle management areas have been outlined in this report,
architecture for one or more mobile
areas can have a significant impact on yet the technology presents virtually
applications while you concentrate
the total cost of ownership (TCO) of limitless opportunities to improve
on business processes. Capgemini
the mobile solutions. employees’ workflow, maximize the
also sets the standard for adapting
quality of data in the back-end
to rapid change and managing the
Durability of a Solution systems and cut paperwork out
risks associated with change.
When choosing a mobile solution, a of everyday processes.
company must carefully consider the
every day demands to its software and It is important, however, to carefully
hardware components. On the software weigh costs against benefits in mobile
side, the system should be highly projects. Remember: if a mobile
scalable and capable of simultaneously solution does not save time or money,
processing multiple transactions. it’s a waste of both. Take a holistic
approach to scoping out the mobile
For example, when the entire workforce project and to selecting a long term
of several thousand engineers signs in at technology partner. To achieve a high
Utility Mobile IT Adoption 7

8. www.capgemini.com/smartenergy
Smart Energy Services—Experience Reduces Risk
Capgemini’s Smart Energy Services (SES) provides the full spectrum of smart metering,
smart grid, smart home and smart analytics solutions through leveraging best practices
developed over the last 10 years working alongside the world’s leading utilities. Our team
has extensive utilities industry experience with an unequaled track record for successful
innovation and delivery. We are helping over 43 million utility customers by delivering
sustainable energy efficiency and environmental solutions—transforming utility
operations and the customer experience. Our commitment is strong with more than 8,400
professionals dedicated to the utility sector. More information is available at
www.capgemini.com/smartenergy
About Capgemini
®
®
With around 120,000 With EUR 670 million revenue in 2011
people in 40 countries, and 8,400 dedicated consultants engaged
Capgemini is one of the world's foremost in Utilities projects across Europe, North
providers of consulting, technology and & South America and Asia Pacific,
outsourcing services. The Group reported Capgemini's Global Utilities Sector serves
2011 global revenues of EUR 9.7 billion. the business consulting and information
Together with its clients, Capgemini technology needs of many of the world’s
creates and delivers business and largest players of this industry.
technology solutions that fit their needs
and drive the results they want. More information is available at
A deeply multicultural organization, www.capgemini.com/energy
Capgemini has developed its own way of
working, the Collaborative Business
ExperienceTM, and draws on Rightshore®,
its worldwide delivery model.
Rightshore® is a trademark belonging to Capgemini
EUC_ITADPTFLR_032409_014
Gord Reynolds Alon Gat
Smart Grid Operational Services Leader Utility Industry Specialist / AOS
gord.reynolds@capgemini.com alon.gat@capgemini.com
+1 416-732-2200 +1 416-930-7405
Copyright © 2012 Capgemini. All r ights reserved.