MEGA PROJECTS: Utilities

Pacific Gas & Electric Company: Develop New Business Services

Business Need:

• Serve 15 million people

• Drive costs out of operations

• Streamline regulatory compliance

• Minimal support for customer self-service

• CSRs lacked 360 view into customer data

• Limited leverage of IT assets; many silos

• Proprietary technology; slow change

Use Case:

• Enterprise-wide SOA supports billing, customer care, automated meter reading, customer self-service, CSR desktop, audit compliance, supply chain integration

• Reach, usage and value of legacy assets (e.g., ERP system) extended

Results: SOA Value Delivered

• Infrastructure costs cut by millions annually; innovative services developed rapidly

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