Digital Vision for Energy and Utilities Contents 04 Foreword 06 Megatrends in utilities: the rise of a decentralised energy world 08 Utilities market overview: consolidation and specialisation 10 Consumer at the heart 12 Omni-channel experiences: evolving customer contact 14 Eyes on the customer experience prize - winning with the customer experience journey 16 Jumpstarting innovation through the Internet of Things 18 British Gas – a transformation journey 20 Utility and IT models: a world in transition 22 Using digital to help weather the extremes 24 Fresh challenges require new alliances 26 Prescriptive Security: a new wayto safeguard energy companies 28 Case study: a digital transformation exemplar at Sellafield 30 The energy market is in its most intriguing place, but is it changing fast enough? 32 Transforming models of energy consumption and supply 34 Industry developments 36 The digitally determined utility 38 Mobile working in the new era of utilities 40 Is blockchain relevant for energy and utilities? 42 Digital transformation: the view from disruptors We would like to thank all of the contributors. If you wish to send feedback, please tweet using #DVfEnergyUtilities or email:
[email protected] Editor: Kulveer Ranger Production team: Adam Fisher, Charey Ryatt Design team: Atos Marcom Agency Consultation: Neil Holland, Richard Barton, Ruth Oakey 02 03 Adrian Gregory, Chief Executive Officer, Atos UK & Ireland Foreword We are seeing unprecedented disruption in the UK and Ireland This industry has always been quick to see the potential utilities industry. The water market is opening up, renewable of new technology and today’s forward-thinking utilities energies are entering the mainstream, and gaps in the retail companies can again steal a march.