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Home > Client Results > Case Studies > Regulated Local Distribution Company
Regulated Local Distribution Company 
- Building Streamlined Business Operations 
Client

A local distribution company (LDC) that serves more than one million homes and businesses in the regulated electricity and natural gas markets across four states in the Mid-Atlantic Region.
Challenges
The LDC needed to identify and implement a streamlined Business Process that will improve the company's customer service while achieving a reduction in its overall operating cost given the company's following existing conditions:

 

  •  The company was faced with deregulation in four states under four different restructuring orders.
  •  The company recently implemented its new customer care and billing system.
  • The company had varying internal operating procedures instituted across regions within its service territories.
Strategies
Solutions
The LDC selected Sengen, in its recognition of Sengen's utility expertise, to develop and implement the Road Map that will enable the company to achieve a continuous process improvement. The Road Map includes details of streamlined current and future business processes and points of cross-functional integration.

 

To ensure the success of the Road Map, Sengen developed and implemented Information Management Architecture Plan and Business Case in addition to Reporting Infrastructure solutions.
Results

Sengen's solutions empowered the company to increase its customer service while achieving a reduction in its overall operating cost by:

 

  • Successfully implementing and maintaining Retail Choice functionalities.
  • Identifying and managing Retail Choice Issues and Work Priorities.
  • Integrating Retail Choice activities into standard business operations.
  • Making information available for decision-making and customer operation processes.

 

Sengen's solutions also reduced the LDC's Retail Choice operation errors.