HfS Blueprint Report: Utilities BPO 2015

The HfS 2015 Utilities BPO Blueprint is the first application of the HfS Blueprint methodology in the utilities BPO market. Along with traditional BPO services, this report also highlights the use of As-a-Service platforms and commercial models as well as robotic process automation (RPA) and analytics in service delivery.
Unlike other quadrants and matrices, the HfS Blueprint identifies relevant differentials between service providers across a number of facets under two main categories: innovation and execution.

The report focuses on core utilities BPO services such as meter-to-cash, high value services such as analytics, and horizontal business services support such as finance and accounting for this vertical.

“Old industry, old habits” challenged by disruption and creating a need for As-a-Service: HfS sees utilities services buyers starting to realize that they need to fundamentally rethink their business models and operations, spurred by industry disruption.

Being asset-laden and capex-intensive traditionally makes it an extremely challenging environment for driving internal change. It will thus take this vertical longer to write off legacy and execute on strategic priorities that are being set now.