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With deep industry expertise and years of experience working with utility regulatory bodies, our multidisciplinary team was ideally positioned to get the plan developed, approved and accepted. To secure approval from the state utility regulators, the utility needed to develop a detailed and integrated customer engagement plan to build awareness, keep customers informed about the program and its progress, and encourage participation – fast. The core of the plan? To deploy five million smart electricity and gas meters, unlocking the potential of technology to provide more frequent and granular data-as well as actionable business insights. The reduced time for employees to locate the information and tools they need on the intranet equates to approximately $285K per month.Ĭon Edison and its intranet site (Conor) was recognized among the top 10 intranets of 2020 by Nielsen Norman Group.Ĭon Edison’s vision for implementing advanced metering infrastructure (AMI) was clear Empowering 10M customers to better manage their energy use.
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One year following launch, 76% of Con Edison’s 15,000 employees continue to use the intranet on a daily basis. But the portal had an impact beyond simply being smarter tech it helped foster a more digital mindset overall, which meant that its impact only increased with time. Search use went up by 50%, employee self-service engagement increased, and overall satisfaction with the intranet jumped by 30%. The new intranet immediately made a difference in how employees were able to work and communicate – better, faster and with more self-service. The portal – intuitive, secure, scalable – was launched successfully, creating a dramatically different user experience that moved fluidly between the digital and analogue world of work. The result? A reduction of intranet pages by over 90% (to just 120 pages) – helping employees find what they need quickly and easily.Ī new, efficient governance structure was implemented to minimize new page creation and duplication in the future, ensuring a better user-experience. These were central to decision-making on every level, from visual layout to information architecture-true human-centered design in action.Ĭollaborative content strategy sessions were held to assess, reorganize, and refine existing materials-and ensure buy-in from key stakeholders. a vast amount of content (1,200 pages in total) needed to be consolidated to avoid user confusion.Īfter analyzing how people were navigating current materials and defining what people really needed from the intranet, the team created user personas to bring the user journey to life.
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