White Paper: Evolution Of Workforce Management

Utilities conduct business with a unique set of operating characteristics that have evolved over decades, beginning with paper-based operations and evolving into complex IT-driven business processes. Aiding in this transformation is the arrival of improved workforce management technologies and systems that have helped utilities more efficiently keep the lights on, the water running, and the gas flowing.

This paper illustrates the evolution of work (and workforce) management in a utility environment, and the associated technologies and strategies for managing the four main divisions of work (i.e., customer and meter services, inspection and maintenance and construction). As a result, the reader can see how current business trends and economic and environmental drivers are pushing utilities to more creatively manage all phases of work from an enterprise perspective in order to achieve the ultimate objective of managing One Workforce – One Company - One Solution.