The Market Challenge

Smart metering, smart grids and smart home services are just some of the examples of emerging new business models that are driving transformation amongst utilities and creating more complex relationships with customers. For the majority of utilities the reality is that they are just beginning the journey to adopting digital tools that will allow them to take advantage of opportunities presented by these changes.  These new complex relationships require more complex but flexible administration and customer communication systems to support new business models.  However, the risk and cost of replacing these are holding many utilities back from adopting platforms that would support new business models.  Replacing these is likely to be one of the biggest and most risky projects for utilities over the next few years.

How Ovum Helps You

Understand how utilities are investing to improve the customer experience and to meet the challenges of this rapidly evolving industry, and what this means for ICT investment priorities in 2018

Maximise your market impact, by using Ovum’s independent research to understand exactly what is driving the IT investment agendas of utilities at a country and regional level

Stay ahead of the competition, by understanding how to effectively position technology offerings to the business needs of utilities

“Data management is a core investment area for the industry, with 41% of utilities prioritising as a top three IT priority for 2018”

Key Deliverables

ICT Enterprise Insights – Global survey of pain points and IT buying intentions among utilities for 2018-19

Enterprise Case Studies – Highlighting global best practice and innovation in the utilities sector

Themes for 2018

Rethinking data in support of transformation
The traditional utilities business model is no longer fit for purpose. An increasing focus on customer experience, IoT, electric transport, and the growth in distributed energy technologies are just some of the major drivers of change. Data management aspects of transformation are a particular challenge to utilities. The industry has to improve governance and quality, especially as the number of smart devices grows. Data management and security should not be afterthoughts in a digital transformation.


Putting ‘relationship’ back into CRM for utilities
The clock is ticking for today’s utilities. Disruption from technology is changing the business model, lower barriers to entry, developments in IoT and Smart spaces (homes, businesses, cities) are presenting opportunities for new services. If utilities are to withstand the changes they need to adapt their approach to customer engagement and management, an area that has suffered from under investment despite the increasing level of competition. No longer though, investment is rapidly increasing, especially around digital channels.


Utilities rethink IT service delivery with adoption of ”as a service” model
Digital transformation does not just occur. It is a lengthy, and sometimes painful process. The adoption of ”as a service” model by utilities is a case in point. Given the conservative nature of utilities, it is no surprise that some of the biggest barriers to adoption have not always been technical, in many cases they have been cultural. However, things are changing, and ”as a service” delivery of IT services are starting to be adopted more widely across utilities estates, especially as reliance on in-house IT services diminishes as utilities start to look towards self-service capabilities for provisioning IT.

What’s New

ICT Spending Forecasts – Global 5 year projections for education IT spending, segmented by country, source and line of business.


Utilities are unshackling themselves from legacy systems

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