A two-pronged strategy that allows utilities to move at two speeds: one to adopt AI capabilities while minimizing operational risk, and the other to promote a structured transition away from CIS legacy systems to modern platforms.
AI Path
CIS Modernization Path
Train Teams & Prepare the Organization
Build a strong foundation by:
Developing AI Literacy Programs for all levels, from leadership to frontline staff.
Initiating a Change Management Program, guaranteeing new tools adoption, and an innovation mindset.
Defining an Ethical AI Governance, ensuring fairness, transparency, and accountability.
Identify & Empower AI Champions who can drive adoption.
Train Teams & Prepare the Organization
Identify limitations by:
Assessing Technical Debt to quantify the cost, risk, and limitations of legacy systems.
Implementing Process Mapping and Bottleneck Analysis to identify operational inefficiencies that a modern system could eliminate.
Implementing AI Readiness Gap Analysis to compare current capabilities against what’s required for future AI use cases.
Evaluate the State of Your Data
Ensure your data assets are ready, reliable, and accessible by:
Conducting a Comprehensive Data Audit to understand what data you have and what you need to automate repetitive processes.
Initiating the Implementation of Robust Data Governance to guarantee quality, security, and privacy.
Shift Your Mindset
Redefine what a modern CIS should enable:
From System of Record to System of Engagement: to proactively engage with customers.
Promote Data as a Strategic Asset: to foster the foundation for predictive insights.
Customer Journey Reimagination: to map the ideal, AI-powered customer experience.
Deploy Smart Agents for Automation
Start delivering tangible value by:
Automating Citizen-Facing Services to handle common inquiries 24/7.
Implementing Internal Helpdesks to support back office and CSRs.
Leveraging Robotic Process Automation (RPA) to automate routine, rules-based back-office tasks.
Optimizing Field Operations to optimize routes and crews’ efficiency.
Evaluate Future-Ready Platforms
Assess CIS platforms designed for scalability and intelligence:
Identify all-in-one Platforms that serve as a single source of truth and offer holistic management of customer processes.
Prioritize Cloud-Native & SaaS to ensure flexibility, reduce maintenance overhead, and enable continuous updates.
Evaluate Embedded AI/ML Capabilities in modern platforms to accelerate time-to-value.
Consider Smart Workflows and Rule Engines tools to support easy deployment of new services and service-to-cash capabilities.
Use ML to Predict, Psersonalize & Optimize
Once you have clean data, move from reactive to proactive operations by:
Implementing Predictive Maintenance to enable proactive repairs and reduce downtime.
Piloting AI-Assisted Decision Support to provide tools that help staff daily activities.
Using Demand & Load Forecasting to predict energy, water, or transit usage.
Personalizing Community Communications to proactively notify relevant information.
Plan and Execute a CIS Transformation
Develop and implement a strategic plan:
Adopt a Phased Rollout Strategy to minimize risk, manage complexity, and demonstrate early wins.
Implement Agile Project Management to allow flexibility, iterative development, and continuous stakeholder feedback.
Create a Data Migration Plan: to cleanse, transform, validate, and migrate data.
By designing a long-term roadmap that balances stability and innovation,
utilities can focus on experimenting with and deploying new AI features while transforming core systems.
Meaningful change doesn´t have to be disruptive; it must be strategic, creating a powerful engine for growth and resilience.
Ready to activate your roadmap? contact us to navigate your journey from immediate operational wins to long-term strategic transformation.
