Infosys concludes digital transformation exercise at Citizens Energy

Information technology (IT) services major Infosys on Thursday said it has successfully implemented next-gen Oracle Utilities Customer to Meter (C2M) at Indianapolis, Indiana-based energy and utilities company Citizens Energy Group.

The exercise helped Citizens improve overall customer experience and employee productivity with a new Customer Information System (CIS), Infosys said in a statement.

Oracle’s C2M combines customer care and metering in a single solution, running on one database and accessed through one screen, to deliver connected operations to enterprise customers.

Infosys said it enabled Citizens with the programme over a two-year period that included business process standardisation, implementation of Oracle software platforms and integration with Edge systems.

The Bengaluru headquartered company added that it leveraged capabilities from its North America Innovation Hub in Indianapolis and utilities solutions such as the Infosys proprietary Preconfigured Accelerator for Customer Experience (PACE) on top of the Oracle Utilities technology stack.

The programme, it said, modernised Citizens’ customer services, self-service and meter data management processes for future scalability and flexibility to handle changing customer needs.

Established in 1887, Citizens provides utility services to about 8,00,000 people in the Indianapolis area. 

“The utilities industry is going through an unprecedented change due to increased customer expectations, regulatory amendments while at the same time trying to keep pace with the dynamic technology landscape,” Ashiss Kumar Dash, head of services, utilities, resources and energy at Infosys, said.

Earlier this year, Infosys’ services, utilities, resources and energy segment announced a deal with New York-based energy and utility company Consolidated Edison Company (Con Edison) to aid with the digital transformation of its customer service capabilities.