White Paper

Innovating to Improve and Mature Your Shared Services Organization

March 19, 2019

Has your shared services organization continued to advance in terms of customer service and services offered? If not, it may be time to consider an upgrade. In order to continue to bring value to the business and keep costs down, shared services organizations must innovate, and ScottMadden can help.


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Illinois Remains at the Forefront of Grid Modernization Advancements: DERs, Renewables, and Beyond

March 6, 2019

Introduction

There are a handful of states that can be counted on to lead change in our nation’s electric industry. For anyone interested in the progress of grid modernization, Illinois is certainly a place to look. Through a series of forward-thinking legislative pieces beginning with the Electric Customer Choice and Rate Relief Law in 1997, Illinois has positioned itself at the forefront of advancements in the industry.


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One Step Forward, Two Steps Back… The Worsening Risk of Losing Carbon-Free Generation in the United States

March 6, 2019

The Security Operating Model: Integrating Risk with Business Planning for Increased Alignment and Security Maturity

January 15, 2019

A security operating model enables an organization to focus on identifying risks, recommending risk responses, facilitating tradeoff decisions related to these risks, and providing a line of sight to the execution of these responses. The core of this model is a collaborative continuous improvement process designed to sustain the controls that secure the enterprise. You can learn more about the advantages of a security operating model in “The Security Operating Model: A Strategic Approach for Building a More Secure Organization.”


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Advantages of Cognitive Recruiting

December 5, 2018

Introduction

The wave of automation is taking root in talent acquisition. Talent acquisition is reaping the benefits of intelligent automation (IA) and using it to transform sourcing, recruiting, and onboarding processes. This article will introduce the concept of cognitive recruiting and cover the benefits and considerations of implementing these capabilities within your talent acquisition organization.


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Establishing a Center of Expertise for an Enterprise-wide RPA Program

November 14, 2018

As companies begin the journey into Intelligent Automation (IA), they often start with a Robotics Process Automation (RPA) pilot. An RPA pilot provides a test case for automation of a process and is governed more easily than an enterprise-wide program. As a pilot, the limited processes (often one process) have little impact on the entire company, and longer-term operational decisions about RPA do not have to be resolved. However, as RPA implementations expand within your organization, you will need to answer more complex governance questions regarding workforce management, vendor selection, infrastructure, robot maintenance, RPA orchestration across departments, and robot development standards. An enterprise-wide RPA governance model will eventually be required to efficiently manage numerous robots performing tasks that touch multiple business units, functions, and/or internal/external customers.


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Powering On: Four Factors to Energize a Corporate Renewable Energy Program

September 17, 2018

Corporate Renewable Energy Program

The private sector is increasingly turning to renewable energy to achieve corporate sustainability goals. In order to accomplish this successfully, these companies depend on a clear corporate renewable energy program. A corporate renewable energy program is an implementation and management framework to help companies integrate renewable energy into their business operations. An effective program will include a clear goal (e.g., 100% renewable energy sourcing), a defined procurement strategy (e.g., renewable energy certificates (RECs), power purchase agreements (PPAs), etc.), and an iterative underlying process for ongoing management.


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Leveraging RPA to Enhance the Employee Experience

September 10, 2018

Innovative Solutions

Robotic Process Automation (RPA) is being used by many organizations as an innovative way to improve business performance and gain process efficiency. RPA is a technology solution that allows you to automate repetitive, rules-based processes through use of computer software. In our previous white paper, “RPA: Innovative Transformation Tool for Shared Services,” we describe how RPA is “a transformational tool that has the ability to lower operating costs while simultaneously increasing efficiency, scalability, consistency, reliability, security, and transparency.” These benefits make RPA an attractive addition to your process improvement toolbox and allow you to take your shared services organization to the next level.


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Considering a Phased Approach to Implementing Shared Services?

August 7, 2018

Has your organization decided to move to a shared services model? More than likely, you are already preparing for the massive changes ahead as you transform your service delivery model. Any change of this scale should be managed with care, as it can be hard on the customers you are serving as well as your staff. In many cases, it is wise to transition to a new service model using a phased approach, which will help to manage the change over time.


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Changing Customer Experience

August 7, 2018

In recent years, individuals visiting customer service websites have been provided the option to engage in an online chat session, via an instant messaging service, with a contact center associate. Customers are also able to contact customer support without having to go to a website. According to IBM,[1] 70% of consumers say they prefer messaging over calling for customer support. Chat technologies, including live chat and chatbots, provide an opportunity for shared services centers to meet customer preferences and provide a new customer experience.


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51st State Perspectives: Massachusetts: A Great Clean Energy Story – DERs and the Next Chapter

July 2, 2018

Massachusetts has been a leader in the deployment of clean energy. It was an early adopter of RPS and has focused on energy efficiency. The Commonwealth’s commitment to reducing its green house gas (GHG) has informed these policies, as well as other targets to implement EVs and battery storage.


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Prioritizing Transmission and Distribution Investments

June 27, 2018

A Structured Approach to Determine What Reliability Improvements Cost

Introduction

Keep the lights on. Ensure safe, reliable, and affordable service. These are core mandates for electric utilities. To fulfill these mandates, electric utilities must make prudent investments in reliability programs and projects to maintain their transmission and distribution (T&D) systems. When load was growing year over year and power flowed in one direction from centralized generation facilities through long run transmission and stepped down through distribution facilities, this was a straightforward (if not necessarily simple) exercise.


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Welcome to ScottMadden!

Sussex Economic Advisors is now part of ScottMadden. We invite you to learn more about our expanded firm. Please use the Contact Us form to request additional information.