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Our client, a midsized utility, underwent leadership changes and wanted to simplify its operational technology (OT) change management process and supporting system. Executives sought to improve the end-user experience while meeting operational and compliance demands. ScottMadden developed a future state process design to enhance its existing change management processes.


  • Surveyed leadership and end-user audiences to determine current state process pain points and future state target objectives
  • Proposed and defined guiding principles for the future state process design
  • Coordinated with system developers to design technical architecture configuration
  • Facilitated user-acceptance testing cycle and managed defect remediations as needed


  • A simplified set of universal change management processes
  • Improved transparency and accountability for leadership and system end users through pre- and post-launch communications
  • Enhanced security configuration management solution usability
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