Become a customer-centric, information-enabled business to succeed in a connected, low-carbon world

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Change in every direction demands a business-platform transformation

Utilities face increasing pressures from every direction – market liberalisation and de-regulation, skills and talent shortages, competition, price controls, as well as low-carbon and sustainability issues. The only way to respond is to transform your businesses to become more customer-centric and information-driven, and so more sustainable and profitable.

BT makes the connections to help you do this. We’ll provide the advisory services and technology solutions, brought together as an end-to-end service, to achieve the necessary transformation of your IT and communications infrastructure and connect you to a better future.

Keep customers, control costs, communicate better


Industry leaders, including Myron Hrycyk from Severn Trent Water, Ben Oxford formerly of Western Power (Australia), Angela Knight, Chief Executive of Energy UK, Sumit Bose from Energy Live News, and Volker Beckers former CEO RWE npower share their views on the changing utilities landscape.

More videos

How technology can be a game changer
See how we helped Western Power (Australia) overcome unpredictable call volumes to become one of the world’s best customer service operations.

View from the boardroom
Volker Beckers, former chief executiveof RWE npower shares his views on engaging customers .

We can deliver the vision of an information-enabled utility

All the business processes throughout your value chain from generation/production, through transmission/distribution to retail sales and service, produce vast flows of operational data. And all the trends, from operational technology (OT) converging with IT, through smart metering, to consumer technology, confirm that those flows will only increase and accelerate. This coming wave of big data presents a great opportunity to manage your business more intelligently and responsively. But it will require an intelligent and responsive IT and communications eco-system to capture, transmit, store and secure all that data, so that it can be turned into actionable information.

And that’s what BT can deliver for you.

Advisory services and end-to-end technology ecosystems

Working in partnership with you, our professional advisers, themselves experts in the utilities industry, can mastermind an IT and communications transformation, ensuring it is one which actually enables the achievement of your organisation’s strategic objectives. We can partner you through all stages of the programme from planning, through design and implementation, to in-life management.

Without pre-empting this process, we expect it will include moving you towards an adaptive, high-IQ network which is Big Data-ready and converges IT with OT (operational technology) securely. It will probably involve advancing your field force automation, enabling slick mobile business processes to make your people more productive. You’ll no doubt want to put the customer at the heart of your business with CRM solutions which give them control, allow self service and help you attract and retain their business. And we’ll certainly be connecting your teams, within and beyond your company, to help them collaborate to make faster, safer decisions.

Of course, we are also happy to provide any one of these as a standalone solution, but we’ll always try to make sure it is a step in the right strategic direction.

BT Global Services in the utilities industry

Once a UK utility company ourselves, BT (of which Global Services is the large-business division) is now a networked IT services business that operates globally and delivers locally.

Our utilities customers include:

  • international energy giant Areva, whose mobility costs we cut by 45%
  • one of the world’s largest public utilities companies, FCC, for whom we provide managed networks in 50 countries on 4 continents
  • Australian power distributor, Western Power, to whom we provide a customer contact centre solution integrated with their network operations control centre
  • several of the larger UK water companies, including Northumbrian Water, and Scottish Water.
BT Contact Centre Solution helps Western Power improve customer service
Australian electricity utility gets closer to its customers using BT solutions.

Wherever you are, BT Global Services is probably already there

We're a global team of almost 20,000, working in more than 170 countries. So wherever you are in the world, there's a good chance we're already there, with a unique breadth of scope, reach and capability that allows us to deliver genuine end-to-end services.

Our broad portfolio includes smart networks, contact management solutions, unified communications, robust security products, powerful data centres and cloud services, all supported by consulting expertise. We bring it all together, creating and managing the communications ecosystems that unite people, partners and customers.

We help our customers manage the risk and seize the opportunities of global mega-trends like an unbalanced economy, scarce resources, instant globalisation and the rising power of individuals. BT makes the connections that make people more productive, customers happier and organisations more efficient. By doing so, we connect the world for a better future.


White paper

Set up to serve? >

PDF - 1 MB

Why customer service is set to be a key differentiator for energy and water providers


BT for Utilities >

PDF - 3 MB

Becoming an information-enabled business

Further information

What matters most >

PDF - 3 MB

Meeting the needs of a new generation of utility customers