Situation
A major electric utility required an independent investigation of its troubled Customer Information System implementation as part of a broader regulatory review.
Approach
CRA’s energy professionals conducted a detailed assessment of the implementation’s governance, project management, system testing, data conversion, vendor oversight, and operational readiness. The team reviewed project documentation, interviewed key stakeholders, evaluated the causes of implementation challenges and resulting customer impacts, and evaluated results against industry benchmarks.
Result
The investigation identified key management, process, and control weaknesses that contributed to the implementation issues and developed recommendations to strengthen governance, accountability, and future technology deployment practices.