Utilities strategize to improve customer service and reduce costs that the usual enterprise ramp-up demands. Public utilities providers have one of the most mature, well-structured, well-oiled, and well regarded Robotic Process Automation (RPA) capabilities among automation advocates.
It has been enormously valuable in delivering process efficiencies that could be passed on to customers with limited upfront investments. Within the organization, it allows employees to focus on value-adding front-office activities, including working directly with customers as opposed to mundane back office tasks.
Electric, gas and water companies can leverage RPA to automate a wide variety of routine tasks, from billing and debt recovery to meter-readings and even customer service. Additionally, instead of humans having to handle time-consuming duties like trouble-shooting failed readings, robotic process automation can tackle the majority of the work, drastically improving productivity.
RPA Bots have dramatically changed the manufacturing industry and a similar transformation is now underway in the utilities industry, starting with administrative-heavy and repetitive back-office processes. There are a variety of benefits including improved quality, scalability, increased productivity/speed, agility, cost efficiency, enhanced employee experience, streamlined processes, and employee health and safety, which can all ultimately lead to a reduction in Opex. For utilities, opportunity lies in refocusing the workforce toward more skilled work and leaving the repetitive and human error-prone business processes in the hands of Bots.