When utilities evaluate business process outsourcing, they need to determine which processes are most advantageous to outsource—core or non-core? Rather than debating the merits of core or non-core, perhaps the more critical questions utilities should ask are: How are our key processes performing? Are they cost-efficient and effective? Do they enhance or inhibit our corporate performance?

It seems that "outsourcing" has become a dirty word among utility executives. But though left unsaid in polite conversation, the word is still on everybody's mind. They might even be doing it. They just aren't talking about it.

Technology Corridor

Data Mining and Warehousing:

Many utilities have no ability to turn raw customer information into significant insights about their business.

In the utility industry, any discussion of improvements in either customer or revenue management requires consideration of the critical importance of the customer-information system (CIS).

ECM

Outsourcing, Reliability, and IT

When the grid collapses or a hurricane wipes out power to millions of customers, how does a customer information system (CIS) information technology (IT) manager ensure his or her outsourcing partner works as an extension of the IT organization by providing system reliability? When customer privacy of a competitor is questioned, how can the company be certain that the team members of the outsourcing partner have had sufficient background security checks, and that company data is safe?

Power Measurement

Energy trading returns, healthier and wiser.

The recent announcement of a trading joint venture between TXU and Credit Suisse First Boston (CSFB) is the latest in a series of positive news items supporting the return of energy trading. Wall Street firms continue to expand into the energy-trading sector, with Citigroup as well as CSFB moving into an area already well represented by the likes of Morgan Stanley, Goldman Sachs, and UBS.

Service-quality improvements need to be thought through in advance and managed.

Customer information systems (CIS) are almost never justified and implemented to realize dramatic gains in quality of service. Revenue improvements? Yes. Rates management flexibility? You bet. Delinquency and write-off improvements? Sure. Statutory pressure, including introduction of deregulation? Maybe not as often these days, but still true. Technology consistency, supportability, and application integration? Absolutely.

How IT can allow utilities to invest in customers-and even improve returns-without breaking the bank.

A high quality customer information system (CIS) at a utility company can build revenue streams and promote customer loyalty. But while those are admirable goals, it is not that simple to wade through all the various CIS systems and figure out what a company needs in order to achieve those benefits.

Technology Corridor

Utilities are finding strategic benefits in demand-based metering technologies.

It's been years since utilities regarded customers as mere check-writing extensions of their meters. In fact, utilities' information technology focus during the past decade has centered on gaining greater control over customer information. The objective: Focus on-and fill-customer needs. The results are everywhere:

Technology Corridor

What made BG&E's system more reliable than Pepco's?

Reliability and customer information systems (CIS) are rarely mentioned in the same breath. After all, utilities spend millions on their outage management systems to help ensure reliability. But in the wake of Hurricane Isabel last fall, the CIS at Baltimore Gas and Electric (BG&E) gets kudos for helping the utility keep on top of a widespread outage.

Technology Corridor

For most energy firms, the returns on investments in customer relationship management have been profoundly disappointing.

Back in the 1950s and 1960s, when big cars were all the rage, energy companies were developing the first systems designed to store and print customer billing data. These early version of the customer information system (CIS), written in FORTRAN and COBOL, ran on massive mainframes. The architectural model was simple.