Overview
The client, Kuwait’s sole utility provider, is responsible for the nationwide supply of electricity and water, managing operations across electricity generation, transmission, distribution, and retail, as well as water desalination, treatment, transportation, storage, and sales. The organization faced challenges in modernization and efficiency due to disparate applications, manual asset management, and limited analytical capabilities.More
The client, Kuwait’s sole utility provider, is responsible for the nationwide supply of electricity and water, managing operations across electricity generation, transmission, distribution, and retail, as well as water desalination, treatment, transportation, storage, and sales. The organization faced challenges in modernization and efficiency due to disparate applications, manual asset management, and limited analytical capabilities. To address these issues, Tech Mahindra implemented a phased digital transformation roadmap, focusing on system consolidation, platform modernization, and integration of utility-specific applications to enhance operational efficiency and transparency.
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Client Background and Challenges
Kuwait’s sole utility provider oversees nationwide electricity and water services, from generation to sales. To modernize, it faced key challenges:
- Disconnected apps disrupted smooth operations and data sharing across teams.
- Manual asset management processes limited operational efficiency and increased the risk of errors.
- Lack of commercial and customer transparency affected decision-making and service quality.
- Lack of analytics limited insights from operations and customer data.
Our Approach and Solution
Tech Mahindra managed the client’s SAP and non-SAP applications and infrastructure, ensuring seamless execution of system consolidation, platform modernization, and utility-specific platform deployments.
- Leveraged a phased approach combining system consolidation, platform modernization, and integration of utility-specific applications
- Implemented SAP Core Systems Management and systems integration via ESB
- Deployed domain-specific platforms, including prepayment & voucher systems, meter data management, and customer engagement
Business and Community Impact
We delivered outcomes that exceeded client expectations, particularly in scaling capabilities and managing a complex technology landscape, including:
- Enhanced Collaboration: Fostered strong engagement with active participation from senior leadership and functional teams.
- Faster Issue Resolution: Achieved a noticeable decline in average resolution times for trouble tickets (TT) and service requests (SR).
- Effective Change Management: Enabled smooth and efficient change management with the client’s active involvement.