Capgemini launches digital utilities transformation services
PARIS –- Capgemini, one of the world's foremost providers of consulting, technology and outsourcing services, today announced the launch of its new digital transformation offering for Utilities and the digital utilities transformation “User Group Forum”. The service is designed to accelerate the adoption of digital by Utilities, transform the way they interact with and understand customers, and drive efficiencies across their organization internally. The “User Group Forum” will contribute to the innovation cycle by sharing thoughts on vision of the future of Utilities. This will enable customers to have direct access to studies, thought leaderships and technology demonstrations.
In recent years - while under pressure to reduce costs despite low margins - the realities of grid modernization, a more decentralized approach to energy generation, the more environmentally conscious customer and communities and the explosion of social media have all placed a big burden on Utilities. Today, customers expect instant engagement with their power, gas or water provider, and many seek a more proactive role in managing their connectivity and energy use. Concurrently connected objects in smart energy infrastructures – such as home energy automation, smart grid and smart city – are flooding Utilities with data that their business and operational models are not equipped yet to extract the full value.
A recent study by Capgemini Consulting and the MIT Center for Digital Business* showed that whilst 87 per cent of Utilities believe digital is ‘a key driver of their business performance’, 62 per cent do not believe they are investing enough in digital transformation. By launching its Digital Utilities Transformation offering, Capgemini is focused on bridging this gap and ensuring utilities providers are ready to adapt to the disruptive change digital has initiated within the industry.
Capgemini’s integrated Digital Utilities Transformation framework enables Utilities to rise to these challenges by assessing their digital maturity, mapping their customers’ cross-channel ‘digital journey’, unlocking and analyzing powerful, actionable data and incorporating digital technologies like mobile and cloud into their enterprise architecture. The service empowers companies to re-engineer their internal processes and external interactions rendering them more efficient, customer centric, flexible and future-proof.
Philippe David, Senior Vice President, Utilities Leader for Capgemini Consulting comments: “The importance of digital to internal processes and external customer processes cannot be overstated. There is a significant and measurable performance advantage for those organizations that have a highly developed or mature approach to digital transformation. These high-performing companies -- the ‘Digirati’ - outperform their industry competitors on multiple financial metrics. Our Digital Utilities Transformation offering helps these companies embrace digital, and initiate a cultural shift to a new operating level that delivers tangible business results.”
Other results from the research show that while some Utilities are focused on overhauling the customer journey across all external channels, most are under-utilizing customer data analytics to improve targeting, prospects qualification and price optimization. Utilities are also behind the curve in using digital to create a more connected, productive and informed workforce.
The Utilities’ sector has a global reach in North America, South America, Europe and Asia Pacific with 8,400 consultants working in this space. The Utilities sector accounts for 670M€ (7%) of total Group revenues (2011). Digital Utilities Transformation by Capgemini is expected to grow at 30 % from 2012 to 2013.