Utilities and energy industries are at a digital crossroads

Welcome to Made Tech Insiders, where we interview the talented individuals shaping our organisation.  We’ll explore career journeys, project highlights, and future tech trends, showcasing what makes Made Tech an exceptional place to work and innovate.

What does the future of utilities look like? According to Nick Fisher, it’s all about using technology to create a sustainable and efficient industry. In our latest Insiders interview, Nick discusses the biggest challenges and opportunities facing the sector today.

Q: Why were you drawn to work in the utilities industry?

When I initially took a role in this sector, working with a large water company, it wasn’t just about having the opportunity to tackle interesting technical problems. It was about working on projects that have a wider impact and which also aligned with my own personal values. Whether it’s improving the reliability of energy supplies, reducing water waste, or enhancing customer service, the work I do needs to have a direct, positive effect on society. I’ve always been passionate about the environment and the outdoors, and it’s really important to me that my work contributes to a sustainable future for my son and the next generation.

Q: What’s the best thing about your job? 

When I think about what excites me most about working in technology, it’s not the cutting-edge gadgets or the latest software updates. It’s about bringing everyone’s different talents and skills together, tapping into a collective intelligence in order to create something meaningful. The real thrill comes from watching a team collaborate, each member fired-up and committed to a shared goal. When we succeed, and I see the client’s eyes light up because we’ve delivered something truly valuable, that’s when technology feels like a team sport. 

In my role as a strategic advisor, I’ve been lucky enough to work on a wide range of projects – from greenfield initiatives to large-scale transformations. One memorable project involved a large organisation struggling with data access. All of their data was buried deep within their Oracle and SAP systems. We implemented (what we’d now call) a data mesh – a solution that streamlined data retrieval and integration, which allowed the company to deploy some innovative new solutions more effectively. This experience really brought home to me the fundamental role that data plays in driving transformation. It inspired me to look at ways in which technology could be used to improve processes and operations within the energy, utilities, and environment sectors.

Q: What are some of the key challenges in the utilities sector today?

The utilities sector is well and truly in the spotlight. The complex set of challenges it faces, are under intense public and media scrutiny. Take the water network, for example – frequent leaks and poor performance means that it’s ripe for newspaper headlines. But fixing these issues requires more than just incremental improvements; it needs large-scale transformation driven by technology.

Interestingly, I’ve found that the challenges faced by utilities are strikingly similar to those in government sectors – both involve highly regulated, large, and complex organisations with a slow pace of change. The digital transformation seen in government, particularly the initiatives led by the Government Digital Service (GDS), mirrors the journey utilities will need to take. To meet these challenges head-on, they’ll need to embrace modern, innovative technologies that offer better outcomes, improved pace, and greater value for money.

Q: Where do you see the main opportunities for digital transformation?

With the clever use of technology, we should be able to enhance every step of the energy and water journey – from source to public consumption, leading to more efficient operations and better results for everyone involved. I think we’re really at a digital cross-roads in terms of which direction organisations choose to take. Here’s a closer look at some key areas where digital transformation can make a significant impact:

1. Improving network and infrastructure

From the initial generation of energy or water to the delivery systems that bring these resources into our homes, there’s substantial room for improvement. Technologies like sensors and monitoring systems enable us to keep a close watch on infrastructure, spotting potential issues before they escalate into major problems. This proactive approach means fewer leaks, better maintenance, and more reliable service overall.

2. Making the most of data

With the rise of advanced technologies comes an explosion of data. Very few models will generate as much data as a massive water network for example.  But managing and getting insights from this data presents a challenge. Different technologies produce data in various formats, complicating the process of data ingestion and analysis.

Upgrading our data management capabilities is pretty fundamental. When data is handled effectively it can enable us to schedule maintenance where it’s most often needed, allow us to predict equipment failures and optimise usage. This capability not only improves operational efficiency but also allows us to respond to issues promptly.

3. Streamlining operations

A lot of work in the energy and utilities sectors is still done manually, which can be slow and error-prone. Digital tools offer up the opportunity to automate these processes, making operations faster, more reliable, and less prone to mistakes. Automation allows the workforce to focus on more critical tasks, ultimately improving the overall service provided to customers.

4. Supporting the remote workforce

Many workers in the utilities sector are remote, whether they’re in the field or at various sites. Equipping these workers with the right digital tools is essential. For example, providing field workers with real-time access to data and work orders via mobile devices can enhance productivity and safety. Making sure they have the right schematics at their fingertips when they arrive on site for a dig is key to their efficiency.

5. Enhancing customer experience and tackling bad debt

On the customer side, there’s a significant opportunity to use data to improve experiences and address issues like bad debt. Unpaid bills can amount to billions, making it crucial to understand and support customers who might be struggling with payments.

One innovative way to approach this is by using data to identify potential vulnerability triggers. For instance, local government datasets, such as council tax arrears, can offer clues about individuals who might be at risk of defaulting on their bills. By analysing this kind of data, organisations can anticipate problems before they escalate and offer targeted support.

Imagine using insights from these datasets to tailor services or create intervention strategies for customers who are likely to face financial difficulties. This proactive approach not only helps in managing risk more effectively but also improves customer satisfaction. When customers feel understood and supported, they’re more likely to engage with the services provided, leading to fewer instances of unpaid bills and better overall outcomes.

Q: How can utilities better handle their data?

Utilities companies often partner with third-party providers to build infrastructure and deploy sensors. However, challenges arise in managing the data these systems generate. Sometimes, the data remains with the provider, making it difficult for the utility company to efficiently imbibe and use it.

Key questions they should be asking are: How do we gather and manage this data? How do we filter out irrelevant information and get the relevant data to the right teams? And how do we ensure data reliability, traceability, and governance?

Solving these issues is not just a technical challenge but also a cultural shift. Companies need to start treating data as a product, focusing on delivering value and user-centricity. Many organisations are still learning how to do this, but they need to keep the goal in mind. Their aim should be to look at how data can be used to better serve internal teams and improve overall efficiency.

Q: What does the future look like from where you’re standing?

If you’re in the utility sector, the possibilities for using technology and data are not just exciting – they’re transformative. Now is the time to act. The future of utilities will be defined by our ability to innovate, adapt, and use digital tools to make a meaningful impact on society.

For me, this is more than just a professional journey – it’s a personal mission. I’m passionate about creating a sustainable future. The work we do in this sector has the potential to solve some of the most pressing challenges of our time, from reducing waste to improving customer service and ensuring the reliability of essential resources.

At Made Tech, we’re committed to being at the forefront of this change. If you’d like to find out more about jobs here, visit our careers pages. Or if you’d like to find out more about what services we offer to energy, water and environmental organisations, take a look at our industry web pages. 

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