Redefining field operations to empower a more efficient workforce

New technology changes how work gets done. The utility needed a clear understanding of how AMI would impact field technician tasks and overall workforce needs. West Monroe combined deep industry and technology expertise to measure current processes and forecast future efficiencies. We partnered with field teams to document workflows, analyze time-on-task, and pinpoint opportunities for automation. This detailed approach provided a precise estimate of labor-hour reductions and a data-driven roadmap for future staffing. Together, we laid the groundwork for lasting operational improvements.

Success required close collaboration. We worked alongside the utility’s field operations experts to map 11 distinct technician workflows, observe task execution, and quantify the impact of AMI-driven changes. By measuring the work content of 20 technician job types, we developed a precise activity-based staffing model. This model not only projected a 12% reduction in required labor hours but also provided a foundation for ongoing workforce optimization. Our approach ensured that solutions were tailored to real-world operations, empowering the utility to implement change with confidence.

Through a rigorous, hands-on approach, we validated that the utility could achieve a 12% labor-hour reduction—translating to $6 million in annual savings. Beyond these immediate gains, our staffing model highlighted additional opportunities for workforce right-sizing that could unlock another $4-6 million in savings. By aligning technology adoption with operational improvements, we helped the utility turn potential efficiencies into tangible results. Now, with a scalable, data-driven staffing strategy, the utility is positioned to maximize its AMI investment and drive long-term workforce efficiency.