Back-office work in regulated environments, measured before automation
Pyze measures how customer operations, field coordination, billing and compliance work is performed, and prices the resulting agenda.
Engagement archetypes from Pyze deployments in this sector rather than a single named account.
Utilities run heavily regulated processes on long-lived systems, which makes change expensive and evidence scarce. Establishing the current cost of the work is the basis for every subsequent business case.
Common Findings in Energy & Utilities
Four patterns that recur across engagements, each shown with the measurement and the resulting change.
Meter and billing exceptions are worked by hand at volume.
AgentifyException volume is concentrated in a small number of recurring causes with documented resolutions.
Recurring causes are cleared automatically, and remaining exceptions reach a person with the cause attached.
Field coordination happens in email and is not recorded in any system.
SimplifyCoordination effort is measurable and material, and does not appear in any operational report.
The coordination load is quantified and recurring patterns are handled outside email.
Compliance reporting is assembled manually each period.
AutomateThe evidence already exists in the execution record and is rebuilt by hand.
Reporting becomes a continuous output of the instrumentation.
Customer operations teams vary widely, and the reasons are not known.
StandardizeVariation is scored against the top quartile on comparable work, separating technique from case mix.
Coaching addresses technique, and the procedure is corrected where the procedure is the cause.
Opportunity Register
A sample register, sorted by the lever that resolves each opportunity. In an engagement, each line carries measured hours, a named owner and the evidence it was derived from.
Systems typically instrumented
Capture covers browser-delivered and thick-client applications, including virtualized estates, with no change to how anyone works.
Roles Involved
Instrumentation is configured per application rather than per person, so the population in scope is set during scoping and is not a deployment constraint.
How an Engagement Runs
Baseline, blueprint, transform, prove
The same four stages apply in every sector. The fourth stage repeats the baseline measurement, which makes the engagement an ongoing operating capability rather than a one-time report.
Baseline
What the work costs today, measured across every person and application.
Blueprint
Procedures, application rules and execution evidence, read as one target state.
Transform
Where each of the five levers applies, priced and owned.
Prove
The after state measured against the baseline, using the same method.
Frequently Asked Questions
Our systems are old and partly on-premise. Is that a problem?
Functions
Related
Start with a measured baseline
Six weeks from instrumentation to a priced opportunity register, and the baseline stays in place so later quarters are measured rather than re-estimated.