theutilitymanager.com
Overview
UtilityManager is a digital platform with B2B and B2C modules designed to help utility companies (e.g., AEDC, GST) manage their assets efficiently while enabling utility consumers (end-users) to interact with these companies.
The anchor clients of the UtilityManager platform are utility companies. These companies rely on multiple assets for daily operations but often face challenges like low productivity and revenue loss due to mismanagement, vandalism, and inefficient tracking. UtilityManager aims to maximize revenue per asset using digital technologies to monitor, track, and measure asset performance.
The platform provides utility companies with efficient tools to manage their operations, while MyUtility (the B2C module) offers end-users an easy way to report incidents, track service status, make payments, and interact with the utility companies in real-time.
Scope of work
Designed and defined the functional architecture for an integrated utility management platform comprising both B2B and B2C operational modules. The scope included the development of enterprise management tools to support utility operations, asset monitoring, customer engagement, procurement workflows, financial tracking, and project coordination.
For the B2B operations layer, the project covered the implementation of an Asset Manager for monitoring asset performance and operational health; an Executive Dashboard for centralized visibility into key performance indicators such as revenue, customer satisfaction, asset efficiency, and team productivity; and a Customer Relations Manager (CRM) for customer enumeration, analytics, and operational insights integration.
Additional scope included the deployment of a Team Manager module for workforce coordination and performance monitoring; a Project Manager module for scheduling maintenance, repair operations, and infrastructure upgrades; a Stores & Procurement module for handling inventory requests, procurement workflows, cost management, and vendor processing; and an Accounts Manager module for managing procurement payments and tracking revenue generated across utility assets and operations.
For the B2C layer, the project included the development of MyUtility, a customer-facing service platform designed to facilitate incident reporting, complaint management, service requests, and payment processing. The module was integrated with the CRM system to enable real-time customer data synchronization, supporting operational planning, customer response management, and improved service delivery efficiency.
Outcomes
The project established a centralized and scalable utility management ecosystem capable of improving operational visibility, service coordination, and customer engagement across utility operations. By integrating asset monitoring, workforce management, procurement, financial oversight, and customer service delivery into a unified platform, the solution enhanced operational efficiency and reduced fragmentation across utility processes.
The implementation of the Executive Dashboard will enable real-time monitoring of key business and operational performance indicators, supporting data-driven decision-making and improved management oversight. The integration between MyUtility and the CRM module strengthens customer relationship management by enabling utilities to capture and analyze customer-generated data for proactive service planning and response management.
The project will also improve maintenance coordination and procurement efficiency through structured workflows for repairs, upgrades, inventory requests, and financial approvals. Overall, the platform’s impact is one that will create a more connected, responsive, and accountable utility service environment, improving both internal operational performance and end-user service experience.
Project details
Developed the framework and operational structure for an integrated utility management platform designed to support both enterprise utility operations (B2B) and customer-facing service delivery (B2C). The project involved defining and structuring multiple interconnected modules to streamline utility asset management, workforce coordination, customer engagement, procurement operations, project execution, and financial tracking.
The B2B component included the design of an Asset Manager for monitoring asset performance and operational health, alongside an Executive Dashboard that provides centralized visibility into critical operational metrics such as revenue performance, customer satisfaction, asset efficiency, and workforce productivity. The project also incorporated a Customer Relations Manager (CRM) module for customer enumeration, analytics, and operational insight generation through data integration from the MyUtility platform.
Additional enterprise modules included a Team Manager for workforce oversight and service coordination, a Project Manager for scheduling maintenance activities, repairs, and infrastructure upgrades, and a Stores & Procurement system for managing inventory requests, procurement processes, cost estimation, and supply chain workflows. An Accounts Manager module was also designed to oversee procurement payments and monitor revenue generated from utility operations and assets.
On the customer-facing side, the project included the development of MyUtility, a digital service platform that enables customers to report incidents, submit complaints, request utility services, and process payments. The platform integrates directly with the CRM system to provide real-time customer data and operational insights that support faster response times, service planning, and improved utility management.