Energy distributor: adoption of a business application, 2,500 users

The client runs a national electricity distribution network, with tens of thousands of employees.

Its maintenance teams plan and record their work on source substations in an application built on IBM Maximo: 2,500 users across every regional directorate.

Two sponsors, IT and the technical directorate, and users out in the field, away from screens. Every new version had to be understood and used in every region.

• Product side: backlog and user stories, agile ceremonies, user acceptance and regression testing, release notes.
• Change side: communication plan (release emails, intranet articles), roll-out meetings before and after each release, the training environment, user guides.
• Measured use: a paper survey built for field staff (80 respondents), a digital survey analysed by population, and a re-read of incident tickets to find support needs nobody had spotted.
• Wrote the procedure that let regional referents generate the preventive maintenance plan, a task until then done by the technical directorate.
• Facilitated an 11-person Design Thinking workshop mixing IT and business: 6 dashboard prototypes for a new transformer-monitoring tool.
• Presented good practice in the plenary of the national referents’ day, and remotely to 50 business representatives.

Engagement objectives exceeded (Avanade mid-year review).