Digital technologies are changing the way utilities function. Here, Cate Hilliard, Manager, IT Capital Portfolio at SA Power Networks, talks about the importance of having a culture in an organisation that embraces innovation and emerging technologies.
Ahead of her presentation at Digital Utilities 2018, running from 19-20 April in Melbourne, Ms Hilliard said creating a workplace culture that supports the implementation of new technologies will drive transformational outcomes for businesses and the people they serve.
“The culture is more important now in technology than ever before. People need to adapt and change rapidly,” Ms Hilliard said.
As a Senior Manager responsible for the delivery of IT Capital projects at SA Power Networks, Ms Hilliard builds and leads high performing teams.
“We need to foster environments that allow you to fail fast, pick-up and move forward quickly to deliver real value to customers,” she said.
Emerging trends indicate energy utilities are turning to new technologies to improve customer experience.
“Utilities have provided the customer the ability to access data in real-time for information such as maps showing power outages, restoration times, meter reading dates and solar energy collected at the customer’s site,” Ms Hilliard said.
Her top advice for utilities who want to master the digital advantage in the workplace to transform customer experience is, “Listen to the customer and use design thinking techniques”.
A good example of this is SA Power Networks Customer Communication Applications Project (CCA), which is shortlisted for the “Best Customer Innovation” Award at the 2018 Digital Utility Awards.
Do you need to master digitisation at your workplace?
Hear more from Cate Hilliard about digital opportunities that can transform customer experience at Digital Utilities 2018, running from 19-20 April at the Pullman Hotel in Melbourne. To register, visit www.digitalutilities.com.au.