HfS Blueprint Report: Utility Operations 2017

Apr 20, 2017 Derk Erbé


The HfS Research Blueprint Report for Utility Operations provides a comprehensive overview of services for the utility industry. This Blueprint looks at business process services, information technology services, and engineering services across the utility value chain areas of generation, market operations, transmission, distribution and metering, marketing and retail, and cross- value chain BPO, engineering, and ITO services. This report analyzes and reviews how the market is evolving toward more business-outcome-focused, flexible, and collaborative services and how service providers are meeting the needs of utility organizations. The HfS Blueprint includes profiles and assessments of 14 service providers of Utility Operations services.



Dependency on the Utility Industry: Electricity is the lifeblood of our economy and society. Electricity is what makes smartphones, computers, TVs, refrigerators, and lamps work. Many core processes in our lives are electricity dependent and electric appliances are everywhere. Gas, coal, oil, nuclear, water, wind, and sun – all of these resources are used to power the grid, the world’s largest machine and one of mankind’s greatest engineering achievements. The utility industry is synonymous with complexity and interdependency. Its vast geographic scope and pervasive infrastructure of power plants, wind turbines, solar cells, low-voltage power lines, high-voltage power lines, substations, transformers, meters, and sockets touch all of our day-to-day activities. A stable and resilient power grid is critical to an efficiently running economy; blackouts are costly and a threat to security.


The Utility Industry Is on the Cusp of a Significant Transformation: The list of challenges the utility industry has to deal with now and in the near future is almost endless. Converging economic, societal, market, political, and regulatory pressures are bringing immense challenges for companies to solve through more effective and lower cost operations. The utilities industry has encountered disruptive forces over the last few decades and now faces a new wave of powerful forces. Progressing technology, growing demand, increasing costs, and changing expectations in conjunction with trends for distributed renewable generation, the Fukushima Daiichi nuclear disaster, and the climate change goals from the Paris COP21 Agreement are driving the next wave of disruption.



Executive leaders and business unit leaders, technology leaders, advisors and outsourcing managers in the utility industry. Service provider professionals working for utility clients.



Accenture, Atos, Capgemini, Cognizant, Cyient, EXL, HCL, IBM, Infosys, Luxoft, TCS, Tech Mahindra, Tieto, Wipro



Readers will gain insight into:

  • Areas we expect to see the most growth in over the next few years
  • The strengths and challenges to take into consideration for these service providers
  • The capability, vision and investment priorities of the service providers included in the Blueprint report
  • Analysis of disrupting forces in the utility industry
  • Recommendations sections for utilities as well as the service providers

HfS Blueprint Report: Utility Operations 2017

(76 Pages)

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