Essential Capabilities for Utility Customer Information Systems

This guide outlines five essential capabilities that utilities should expect from their Customer Information System (CIS) providers. It begins by emphasizing the importance of a CIS as the core of utility operations, integrating various functions such as billing, payments, and customer service. The document stresses the need for continuous innovation through an 'updates, not upgrades' approach, which minimizes disruption and costs associated with traditional upgrades. Additionally, it highlights the necessity for configurability to adapt to unique requirements and regulations, ensuring that utilities can innovate while maintaining efficiency. The guide also discusses the importance of productized integrations for seamless interoperability between IT and operational technology (OT), which is crucial for modern utility operations. Furthermore, it addresses the significance of security, compliance, and governance in light of increasing cyber threats. Finally, it underscores the need for intuitive user experiences to enhance productivity and employee satisfaction as workforce transitions occur.