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22 | 29TH APRIL - 5TH MAY 2016 | UTILITY WEEK Operations & Assets Market view W e are currently moving through what some are calling the "fourth industrial revolution", or Industry 4.0, which is transforming every industry it touches, from banking to retail, healthcare to utilities. This is seeing the emergence of technology such as the Internet of Things (IoT), which in itself is revolutionising every- thing from household energy management to waste disposal. This means the public are more digitally dependent than ever before. Already in the UK, each household con- tains seven connected devices. As such, they expect the services they use to be just as con- nected. The utilities industry has not escaped this demand, and the implementation of dig- ital technology in the sector presents a huge opportunity for the improvement of services being delivered, but also in the way utilities companies actually run internally. Making the most of digital As the world around us digitally advances, there is an increasing amount of pressure for utilities to do the same and improve their services. Our recent research has shown that one in five people always opt for a digital service first when made available. The chal- lenge is therefore clear for utility companies to make the most of digital services to bet- ter serve their customers – such as real-time smart metering, online payment services and online instant customer service. Our research has also highlighted that there is growing demand for utilities to make more digital progress. This demand comes not only from customers, but also from employees, who believe that digital will help drive the future success of the business. Younger generations are growing up more digitally native than ever before. As these generations enter the workforce, we will see an increase in digitally savvy engineers com- ing into the field with high digital expecta- tions – some may even choose not to enter the industry unless it is digitally enabled. They will expect companies to be able to supply them with technology to allow them to work the way they want to. The more digi- tally savvy the workforce becomes, the more pressure there will be on utilities to sup- ply the technology – inevitably improving the way services are delivered to customers. Therefore, they need to find ways to provide their employees with the tools engineers are capable of using to carry out daily tasks. Moving to a connected business IoT enables utilities to connect assets and gather data in real time, which can then be analysed into actionable insights. These can then be used to improve the efficiency and service offerings of the business. IoT allows energy and utility companies to change the way they work and increase pro- ductivity. For example, sensors can monitor devices and appliances, then send an alert in real time if they are going to fail or become inefficient, automatically calling out an engi- neer. This will save both time and money for companies and the customer. Customers will be able to have maintenance performed on their appliances before any damage occurs, and for the utility companies them- selves, this real-time efficiency will enable an increased level of productivity; changing the way they work from time-based to condition- based maintenance. This will change the nature of work as the pastime tasks of check- ing and monitoring components is reduced as they become automated. The engineer can then focus on making things continue to work rather than fixing them once they have failed. As a result, this will enable a connected workforce to prioritise the assets that need to be looked at, rather than having to regularly monitor assets that are working smoothly, which can be an inefficient use of time, money and personnel. Real-time data and alerts will enable utili- ties and their engineers to provide a more proactive service, which will build new rela- tionships and strengthen existing relation- ships with customers. In such a competitive market, it will be personalised services such as these that will set utility companies apart from their competitors. By digitising, utilities can ensure all employees have access to the right informa- tion and equipment at the right time. Con- necting the workforce drives better decision making through connected intelligence. By connecting their engineers, they will help to build a connected infrastructure, which in turn drives operational excellence. It allows organisations to use technology to connect their workforce, attracting the next genera- tion into the workforce, and delivering great service to employees and customers alike. Graeme Wright, associate director of manufacturing, utilities and services, UK and Ireland, Fujitsu The connected engineer Digital technology in the 'fourth industrial revolution' is a huge opportunity for utilities to improve both the services they deliver to customers and the way they run internally, says Graeme Wright. THE FOUR INDUSTRIAL REVOLUTIONS CHRISTOPH ROSER/ALLABOUTLEAN.COM 1st 2nd 3rd 4th Mechanisation, water power, steam power Mass production, assembly line, electricity Computer and automation Cyber physical systems