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Opportunities for growth in challenging times

Opportunities for growth in challenging times

90% increase
in customer satisfaction scores were reported after this major gas utility rolled out new mobile apps enabling its customers to pay bills and make service requests online.

Gas utilities face an array of challenges amid a rapidly evolving information-driven environment.

Chief among them are volatile gas prices, an aging workforce and the operational challenges in upgrading complex underground distribution networks.
Cognizant’s latest digital solutions address these issues and find new opportunities for growth. We do so by enhancing the customer experience, improving reliability, optimizing asset investments and leveraging our industry expertise.

Digital is transforming the way gas utilities operate. We help you leverage the technology to manage costs, add services and ensure compliance.

Like at this U.S. public utility, where we worked together to modernize manual processes, enforce regulatory compliance and block cyberthreats all at the same time.

Read the case study
Consolidate applications, improve the customer experience.

Find out how this major electricity and natural gas supplier reduced legacy applications by 50%, satisfied customers with consolidated billing statements and is on course to save $23 million in annual costs.

Read the case study

Targeted solutions

Smart packaged solutions that help gas utilities transform for the digital age.

UtilityOne Engage

An innovative, lightweight mobility app featuring account management, bill details, alerts and notifications and more.

UtilityOne Insights

An integrated customer management solution that delivers a holistic, omnichannel experience to our utility customers.

Drawing on data from 4,000 business leaders globally, including 285 representing utilities, our researchers learned that utility executives will invest in digital to unlock future growth. Find out how new capabilities can help utility companies double their revenue by 2023.

Read the research

Additional capabilities

  • Gas Pipeline Integrity Management

    Ensure pipeline integrity. Detect leaks fast.

    With the business and infrastructure environment growing in complexity, there is pressure on aging assets to deliver gas. Because assuring data integrity across locations is paramount in gas pipeline operations, Cognizant solutions addressing gas pipeline integrity and leak detection are focused as follows:

    • Applications Services—Schedule generator, pipeline data management
    • Analytics and advanced visualization for corrosion monitoring, failure prediction, leak detection and pipeline inline inspections
    • Incident management and reporting
    • Remote pipeline monitoring and surveillance
    • Regulatory Compliance—Reports for various regulatory compliance and other safety related audit requirements
  • Enterprise Asset Management

    Drive down maintenance costs

    The gas utility industry is highly asset-intensive and faces major challenge in maintaining its aging critical infrastructures.

    Cognizant’s Enterprise Asset Management (EAM) solutions for utilities provide complete implementation and systems integration services. Our offerings include systems for planning and scheduling, mobility and asset life cycle management that help gas utilities drive down maintenance costs and better utilize assets.

    We offer proprietary solutions and accelerators designed for quick and rapid ROI. Among them are APEx—Asset Performance Excellence for utility network assets, uProtect, our IBM Maximo upgrade kit and many more to help utilities accelerate and transform their enterprise asset management program.

  • Integrated Gas Management Systems

    Monitor and control your infrastructure

    Effective monitoring and control of critical infrastructure is essential to ensure reliability, integrity, safety and cost effectiveness in gas transportation and distribution operations. Cognizant solutions include:

    • Integrated Asset Analytics Dashboard—IT/OT integration enabling collation of real time data and associated analytics provides deep insight into current operations and enables swift decision-making
    • Operational Benchmarking—Benchmark your operations with best-in-class operations to assess the current maturity level of your operation and create recommendations for moving toward best-in-class KPIs
    • Workflow Optimization—Shrink lead times and human onboarding by standardizing workflows and operational data across all facilities 
    • ERP Implementation—Speciated ERP solutions custom designed for gas management operations.
  • Customer Experience Management

    Deliver award-winning experiences

    Customer Experience Management (CXM) plays a vital role in effectively engaging customers in participating in demand response programs such as, those involving energy conservation measures. These can help customer better understand their energy needs and consumption. Effective programs provide an enhanced user experience and value-added services for gas utilities.

    Cognizant offers many unique and proprietary solutions in this area such as UtilityOne Engage and UtilityOne Insights. We have a strong track record of rolling out products and services across channels, delivering analytical solutions such as Single Call Resolution (SCR) and omnichannel integration strategies. Above all, we help our customers deliver award-winning customer experiences.

  • Geo-Spatial Technology and Services

    Manage your assets better

    Geographical Information Systems (GIS) acts as an integrating technology that can help gas utilities achieve a single view of their asset information and perform efficient operation and maintenance. The result: greater customer satisfaction.

    Cognizant offers wide range of solutions and services in the GIS space across desktop, web and mobile platforms. We specialize in various aspects of the GIS lifecycle, including:

    • GIS data services
    • GIS application development and maintenance services
    • Geospatial analytics
    • GIS consultancy services
    • Spatial product development services

    Gas utilities can leverage our solutions and frameworks such as the WebGIS Framework for Single View, our GIS Data Migration Framework and our Online/Offline Mobile GIS solution for accelerating digital.

  • Customer Information and Billing

    Speed cycle time. Reduce exceptions.

    Reconciling different consumer categories with different tariff structures leads to complex billing logistics, from scheduling to generation. Similarly, today’s changing regulatory policies require a robust and flexible customer information system and billing operations.

    Cognizant helps electric utilities improve billing cycle time, reduce exceptions and improve accuracy. We also help achieve greater flexibility by providing customers with new self-service options and support the smooth rollout of smart metering and new products and services. Our areas of expertise include:

    • Customer account management
    • Billing and invoicing
    • Credit and payment
    • Service order management
    • Products and services

    We offer a portfolio of accelerators including prebuilt templates for SAP IS-U and Oracle CCnB. Data migration accelerators are also available from legacy platforms (Banner and Customer/1) to modern platforms such as SAP IS-U and Oracle CCnB.


Featured work


Cloud strategy—a move toward digital transformation

  • Expand

    The challenge

    A leading U.K. energy provider wanted to digitally transform its operations to stay ahead of the increasingly digital and nimble competition from new market entrants. But the company’s expensive to run and hard to manage legacy enterprise IT infrastructure created a bottleneck in the transformation. So, the company engaged Cognizant's utilities technology expertise to help in its digital journey.

    Our approach

    Cognizant understood the client’s need to migrate to a fast, agile, cloud-ready solution that delivers products and services more quickly and improves customer service. As part of the transformation approach, we assessed the energy provider’s applications, piloted application migrations and created a delivery roadmap to a hybrid public-private cloud-based environment with considerable automation utilizing industry-leading Cognizant® Automation Center solution.

    We’ve already migrated and digitally enabled roughly 130 business services and associated applications, successfully retiring costly, outdated equipment. This shift from legacy applications enhances the customer experience, provides standardized services and analytics for digital-ready business operations, and improves DevOps productivity for the client.

    Hybrid cloud IT environment improves speed, agility and savings

    To date, the most impressive achievement of the Cognizant solution is the reduction in delivery time of new IT resources, including servers and storage, from 12 weeks to one hour. By 2021, our goal is to provide the client with annual savings of $16.4 million by migrating all business services to the hybrid cloud IT environment.

    12 weeks to one hour

    drop in IT service deployment time

    $16.4 million

    projected annual savings to the client


    superior customer experience through automation


    total cost of ownership

How can a 100-year-old utility reinvent itself?

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The shift towards renewable energy is transforming the industry. In the coming decades, consumers will not just need reliable power, they will need reliable clean power.

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Vice President and Practice Head, Energy & Utilities

Brian Jones


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Brian Jones

Vice President and Practice Head, Energy and Utilities

Brian Jones, Vice President and Practice Head, Energy and Utilities
Arvind Pal Singh

Utilities Consulting Leader, U.K. & Europe

Arvind Pal Singh, Utilities Consulting Leader, U.K. & Europe

Take the first step

Serving customers by looking forward as well as back is a big promise, but the power of today’s new digital capabilities is vast and growing.

Let’s talk about how digital can work for your business.