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This report, co-authored with HfS, examines the key macro-economic and other business challenges faced by the energy & utilities (E&U) industry. Organizations in this industry are facing issues such as the pressing need to incorporate “smart grid” technologies, pursuing new revenues of growth from a sluggish economy, the increasing pressure to “go green” by generating electricity from renewable sources and strengthening the security of energy supply. These challenges have directly impacted the level of outsourcing in this domain as service providers are targeting these companies with industry-specific BPO solutions and time-tested horizontal services such as human resources, training and procurement support.

 

Demand for IT solutions and higher end services such as research and analytics is also increasing with a slew of global service providers offering a complete suite of solutions. These solutions are a part of a sustainable, end-to-end suite of offerings enabled through a global delivery model. With heavy technology investment taking place in the industry, there is an urgent need for infrastructure, data support and maintenance support as well. The transition into automatic meter reading (AMR) and the adoption of the “Smart Grid” technology has brought in demand for systems integration solutions.

Other sections of this report include a global overview of the energy & utilities market, major industry trends, popular outsourcing destinations, key deals signed in this space over the past five years, recommendations to buyers and vendors, and a detailed appendix containing profiles of prominent service providers for this industry. The last section also contains the HfS FormGuide which provides decision making support to compare E&U service providers by plotting them along two major axes – current market footprint and future market potential.

Table of Contents

1 Utilities – Aging giants in need of a revamp 2 Major industry challenges 2.1 The “Smart” network 2.2 Recovering from the effects of the recession 2.3 The need to go “green” 2.4 Security of supply 2.5 Regulatory issues 2.6 Accessing profitable opportunities 2.7 Organizational challenges 2.8 Aging workforce 2.9 Key takeaways

3 Implications outsourcing demand from utilities 3.1 Main drivers – Customers and technology 3.2 Regulatory demands 3.3 Focus on cost reduction 3.4 Meeting future workforce demands

4 Utilities outsourcing: What’s happening now?

5 Outsourcing maturity

6 Popularly offshored utilities services

7 Popular offshoring destinations

8 Latest deals

9 Key service providers

10 Trends to watch 10.1 Addressing the regulatory maze 10.2 Smarter services for smart technology 10.3 Alternate pricing models trickling in 10.4 Emergence of global delivery centers 10.5 Testing the viability of electric vehicles 10.6 The rise of multi-utilities

11 HfS Form Guide 11.1 Executive Summary 11.2 Introducing the HfS Form Guide