IBM

In a survey of 305 North American utilities, 51 percent of the respondents said they either had outsourced or were planning to outsource a customer-care function in the next two years. But despite its advantages, outsourcing remains fraught with risk—the very reason that traditionally conservative utility companies have in the past shied away from letting third parties take over parts of their business.

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.

Metering Supplement

presents a special series of articles that clarifies misconceptions and reviews the progress and pitfalls regarding automated metering technology.

Time and time again, the advancement of new technologies has been misunderstood.

Interviews

For Public Utilities Fortnightly's 75th Anniversary CEO issue, the magazine looked to the horizon and asked these new captains about the planned course for their companies, and for an entire industry.

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.

From reporting to trading, utilities try to meet new expectations.

On the issue of global climate change, most utilities have devoted their attention to tracking developments in Washington, D.C., following the rising and falling fortunes of legislation that could result in federal greenhouse gas (GHG) reporting or regulatory requirements. For the most part, utilities have taken comfort in the resolutely anti-regulatory stance of the Bush administration on greenhouse gas emissions.

Two years after 9/11, the industry remains vulnerable.

 

Two years ago the utility industry, like everyone else in America, was blindsided by the terrorist attacks of 9/11. In the aftermath, the rush to secure the grid was on, and the caps on security spending came off-at least for a little while.

Two years later, where are we? Is the grid better protected from attack?

It is, but not by much, according to the experts Fortnightly consulted.

Microsoft's licensing practices push three utilities to re-evaluate their software needs.

The foundation of the Microsoft monopoly over operating systems and productivity applications may be developing hairline cracks, if the experiences of three utilities are any indicator.

Ironically, Microsoft's overly zealous attempts to sign up customers for a yearly licensing subscription program may have pushed these companies, and others, to look at options like Linux and IBM's Lotus SmartSuite.

The instant messaging wildfire spreads to the utilities industry.

Utilities are starting to take a good, hard look at incorporating instant messaging (IM) into their business. (Never heard of IM? Check out our primer in the sidebar.)