Overview
The client, a leading utility provider in the Middle East, sought to deploy an Advanced Metering Infrastructure (AMI) and optimize their internal IT processes. Tech Mahindra partnered with the client as a strategic advisory consultant to guide the smart grid program and lead critical elements of the IT transformation. This collaboration focused on building a secure, scalable, and future-ready digital utility framework.
Client Background and Challenges
A top Middle Eastern utility launched a strategic overhaul to modernize metering and IT systems, aiming for secure, scalable AMI and improved efficiency, sustainability, and customer experience. Key challenges emerged along the way.
- Difficulty in smart grid implementation, which delayed the deployment of advanced metering systems
- Inefficiencies in IT process optimization, which limited operational effectiveness and impacted service quality
Our Approach and Solution
Tech Mahindra served as the client’s strategic advisor by providing a comprehensive smart grid roadmap and the execution of key IT transformation initiatives, including:
- Defined the utility’s smart grid roadmap
- Spearheaded key IT transformation initiatives
- Delivered a secure, scalable, and future-ready digital utility framework
Business and Community Impact
The strategic engagement established a foundation for measurable improvements in grid performance, IT efficiency, and customer satisfaction, with the following outcomes highlighting the modernization of metering and IT operations:
Smart Grid Outcomes
- Installed 280,000 smart electricity meters and 300,000 water meters
- Reduced inactive meters to 5%, enhancing operational efficiency
- Achieved a 96.5% communication KPI across devices, reflecting high network reliability
IT Transformation Outcomes
- Significantly reduced support ticket volume, reflecting year-on-year improvement
- Improved quality and consistency in development and deployment processes