It is not surprising that utilities provided a diverse selection of high quality submissions at this year’s Real IT Awards, given that 90 per cent of the organisations that participated in the Corporate IT Forum’s 2014 IT Strategies Survey have made “innovation for simplification, improvement or productivity” a primary component of their business strategy.
In addition, over 80 per cent of the responding utilities said they were aiming to cut costs, although 90 per cent confirmed that they were reducing costs while increasing quality and service as an ongoing initiative. Two-thirds of the respondents advised that they were striving to maximise business value and capability through new processes or services and also to meet changing customer demands.
Innovation transforms industries, innovation in technology, process and culture. Embracing innovation is a necessity for organisations because it not only assists them to remain competitive but also survive the ever-changing landscape.
Modern digital technology has given the consumer the ability to communicate and procure products and services anywhere and at any time across the globe. Power is shifting from the brand to “the connected consumer”. These people choose brands that give them the freedom to live their lives their own way. Brands that do not embrace this empowering philosophy are more likely to fail. Customer expectations are rising rapidly and have become a primary driver of innovation.
South West Water’s commitment to customer and business service improvement was the driving force in defining and delivering solutions to engage with customers in a truly connected way.
Following on the success of interactive web services, the South West Water mobile app provides customers with an additional self-service channel. The app goes beyond the traditional access to “help” and “company information” functionality, allowing customers to access their full account information in real time, including water consumption charts. The ability to make payments, send meter readings or leakage reports is also included, as is access to information about company activity in the vicinity.
An innovative, cross-functional solution has also been designed integrating hardware and bespoke software to read customer meters remotely. This has allowed the real-time integration of mobile software with corporate IT applications, to align asset, billing and consumption data. The solution has empowered field operatives to make a step change in operational efficiency by significantly reducing meter reading time, while providing a way of reading meters without inconveniencing customers.
Based on the report from the Corporate IT Forum’s “Innovation: Making a Business Impact” conference, held earlier this year, the UK is in good position regarding innovation, and this will continue as long as it is underpinned by good education, but industry must do more to foster youth.
Diversity is key – that is, having many ideas and people to comment upon them. Fast failure, incubation of ideas, and parking of ideas, contribute to eventual innovation. Everyone is a consumer and can innovate. There is no template for innovation. However, there is always pragmatic advice available from others: the things you wished you knew before you started the journey.
Innovation was demonstrated by a number of companies in the utilities sector at this year’s Real IT Awards. From projects that focused on effecting simplification, productivity or speed in delivering significant benefits to the organisation and its employees; to overcoming the challenge of helping customers reduce energy consumption while maintaining its revenue stream by paying its customers for not using energy during peak times.
A look to the future
Empowered consumers reward successful brands with their attention and custom, encouraging companies to keep innovating. Corporate innovations with no room for self-expression will fail. The consumer must have a role, sense of power, sense of control and a sense of autonomy.
In utility organisations today, innovation is becoming synonymous with two important drivers: efficiency and changing the way business is conducted. It changes how people think about challenges and opportunities, and changes ways of working accordingly.
Innovation is not just about huge projects with large investments – smaller combined changes can deliver the same end results. The key principle of success is to consider the customer’s needs before making changes.
The role that technology will play in the utility industry in the future and the type of entries we might expect to see in next year’s Real IT Awards will be evidenced by projects that prove that innovation is about IT leading business rather than IT and business working separately.
Ultimately, innovation has a human face. It comes from people – understanding customers and doing clever things in clever ways, often harnessing the power of technology.
Andrew Willicott is chair of the Corporate IT Forum, and customer support & IT director at South West Water