Considering a Phased Approach to Implementing Shared Services?
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.
Changing Customer Experience
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, 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.
Designing a Program that Increases Your Intelligent Automation “Velocity”
Energy in an Information Age
Intersect 2018 Overview
Energy is arguably the single most important issue of our modern times. Few sectors have a greater direct impact on our economy or every aspect of life — from household comforts and conveniences to transportation, manufacturing, and communications, it is omnipresent. Networked, digital systems that are connected to the traditional, physical energy infrastructure are growing exponentially. The overlap between these systems and computing, big data, and physical infrastructure is creating a need for new resources, particularly in regards to the safety and security of operational structures and personal consumer information.
Florida Power & Light to Purchase Vero Beach’s Municipal Utility
On June 5, 2018, the Florida Public Service Commission (FPSC) approved the $185 million purchase of the Vero Beach municipal utility by Florida Power & Light (FPL). The approval came after debate on the portion of acquisition costs to recover from customers and the precedent such a deal may set for future acquisitions. FPL had shown an interest in this acquisition as far back as the 1970s. The FPSC’s approval came amidst increasing interest in utility asset sales and consolidation.
Employee Spotlight: Adithya Mathai
Adithya Mathai is a director within ScottMadden’s corporate & shared services practice. He joined the firm in 2009 and has been an active participant and leader in the human capital management and finance and accounting communities of practice. As a recent initiative, Adithya is currently spearheading a health care community of interest, which aims to develop consultants and expand industry expertise. This group has grown in thanks to his thought leadership and years of experience! Prior to joining ScottMadden, Adithya earned a B.S. in computer telecommunication engineering from the University of Pennsylvania and an M.B.A. with honors from the University of North Carolina Kenan-Flagler Business School.
51st State Perspectives: Massachusetts: A Great Clean Energy Story – DERs and the Next Chapter
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.
California’s Combined Cycle Costs in the Age of the Duck Curve
During the 69th Annual AREGC Conference, Quentin Watkins, manager at ScottMadden, discussed regional considerations of renewable penetration impacts on combined cycle non-fuel O&M costs. This presentation reviews California’s combined cycle costs in the age of the duck curve.
Navigating Shared Services with ScottMadden
If you are about to lead your company into the world of shared services, or if you have already embarked on that journey, you’ve probably discovered that it is more than just a three-hour tour. Incorporating shared services into your company means more than just changing a few things. It means consolidating support functions to better serve the corporation. It means reimagining certain services not as a group or a department but as a business within a business. And it means creating a more well-defined infrastructure to enable higher-value delivery of service.
Prioritizing Transmission and Distribution Investments
A Structured Approach to Determine What Reliability Improvements Cost
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.