In the utilities sector, as in many others, the road toward digital transformation has been slow. Organizations spent plenty of time discussing technologies that could streamline operations, engage customers, and transform service delivery — but few utilities made meaningful progress. Then, the first cases of COVID-19 appeared.
Unprecedented times called for unprecedented measures — mainly in the form of technology. Utilities quickly embraced new digital solutions once the pandemic forced back-office employees to work from home and field workers to social distance. And in 2020 alone, some utilities providers have made more progress toward digital transformation than they have for years prior.
As the pandemic continues to place new demands on the industry and the benefits of digital transformation in utilities become more apparent, numerous technologies and solutions will come online. Utilities will look for ways to facilitate collaboration, improve accessibility, and drive revenue during lean times. Much of the focus will be on back-office and customer-facing improvements, but it would be a grave mistake to exclude the frontline workforce from the transformation happening before our eyes.
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