Power andUtilities – Services
and Solutions
A research report comparing provider strengths,
challenges and competitive differentiators
Customized report courtesy of:

QUADRANT REPORT—| —AUGUST 2023 —| —NORTH AMERICA

Table of Contents

Executive Summary03
Provider Positioning07
Introduction
Definition10
Scope of Report
11
Provider Classifications
12

Appendix
Methodology & Team
Author & Editor Biographies
About Our Company & Research

48
49
50

Intelligent Business
Process Management
13 – 18
Services (iBPMS)
Who Should Read This Section 
Quadrant 
Definition & Eligibility Criteria
Observations
Provider Profile 

14
15
16
17
18

Next-Gen IT Services 19 – 25
Who Should Read This Section 
Quadrant 
Definition & Eligibility Criteria
Observations
Provider Profile © 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

20
21
22
23
25

Grid Modernization
Who Should Read This Section 
Quadrant 
Definition & Eligibility Criteria
Observations
Provider Profile

26 – 32
27
28
29
30
32

Enterprise AssetManagement (EAM) 33 – 39
Who Should Read This Section 
Quadrant 
Definition & Eligibility Criteria
Observations
Provider Profile 

Customer Information
Systems (CIS)and Customer
40 – 46
Experience (CX)
Who Should Read This Section
Quadrant
Definition & Eligibility Criteria
Observations
Provider Profile

41
42
43
44
46

34
35
36
37
39

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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t

Executive Summary

Lead Analyst and Author: Swadhin Pradhan

Energy transition and digital transformation
shaping the utilities of future
North American power and utilities industry
may not drive global headlines but faces
considerable headwinds such as increasingclean energy adoption (decarbonization),ensuring grid and service reliability andresiliency, improving infrastructure security,and optimizing costs.
Growth in distributed energy resources (DER),
together with the prosumer revolution, creates
challenges for power and utilities companies
in terms of demand, quality of power, andreliability of assets and grid. Thus, integrating
DER resources into the grid will help ensure
effective demand response and reliability/
quality metrics. Furthermore, owing to thebi-directional flow of energy with increasingprosumers, distributed energy resourcesmanagement system (DERMS) and advanced
distribution management system (ADMS) willcontinue to grow and become more complex.

The focus on energy transition will gain
further momentum in 2023 and beyond as the
adoption of clean energy technologies grows.
Per Bloomberg NEF (BNEF), global investmentin the low-carbon energy transition totaled$1.1 trillion in 2022 compared to $849 billion
in 2021. Furthermore, the focus of energy
transition is global, and utilities can benefit bysharing and collaborating.
As an advisor that has helped several
world’s leading utilities navigate their digitaltransformations, ISG believes that building
a successful, competitive and future-proof
utility requires strengthening the technical anddigital foundation, transforming grid operations,continuously improving cybersecurity,
digitally enabling the workforce and improving
CX through digital channels.
ISG sees the following trends in the global
power and utilities industry:
Geopolitics affecting prices

Geopolitics, energy
transition andpolicy changes
drive new-age
technology adoption.

As the war between Russia and Ukraine dragson, global energy and utilities markets willcontinue to be affected by the volatility in
oil and gas prices. This will drive the need to© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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Executive Summary

diversify energy supplies to ensure energy
security. Current geo-political events cause
energy security challenges, resulting in thecontinued need for traditional energy sources(coal and gas), while driving the rapid adoption of
new energy sources (renewables and hydrogen).
Nuclear as a key energy source
After the Fukushima disaster in Japan, many
countries went slow on nuclear energy andsome like Germany even ordered the shutdownof nuclear power plants by 2022. However, theUkraine war has made the countries and its
policy makers reconsider nuclear as the sourceof clean energy. North America, particularly the
U.S., must consider nuclear energy to ease theburden on traditional energy sources. However,significant construction costs in terms oftime, money and regulatory reviews make thetransition complex. In April, the U.S. got its firstnuclear power plant in Georgia since 1996 —the Vogtle expansion project. It took $34 billionand 17 years to get it running.
Energy affordability
While transitioning to decarbonization, it isnecessary to consider the risks associatedwith middle- and low-income groups’ energy
affordability. With a large amount of investment
required to drive energy transition, incremental
grid investments will be a recurring annual
burden for the foreseeable future. With
continued energy security challenges and anincrease in supply chain costs, utilities are
faced with the challenge of keeping costs low
and customer bills reasonable. To mitigate
the rising costs, utilities develop multiple
programs to ensure that the energy burden on
the average household does not compromise
their ability to support their basic needs while
ensuring that there are alternative sources
for uninterrupted supply. The low-income
households in the U.S. use more than 30
percent of the electricity consumed in the U.S.
and face an energy burden three times higher
than other households.
Mobility and electrification
With the growing adoption of electricvehicles (EVs), there is an urgent need toincrease investments in expanding charging
infrastructure, grid integration and billingsystems. Passenger EV sales in the U.S.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

grew 54.5 percent YoY in 2022, according toCounterpoint Research. The shift toward
EVs will provide a new revenue stream forutilities, while it will require investments in newtechnologies such as advanced sensors, smart
inverters, energy storage systems, upgrades
to existing grid infrastructure and EV charging
station management systems.

they lose market share to nimble, asset-lightplayers. This has an impact on the profitabilityof their business. Utilities should adapt tothese changes to survive and succeed against
innovative, digital-native third-party providers.
An important element of change management
is involved, which requires an alignment
between business and IT.

Digitization of the energy sector

Growth in battery storage

Utilities must shift to a digital operating modelas the complexity across the value chain
increases. From a technology standpoint,
there needs to be an integration between
operational technologies (OT), such as
supervisory control and data acquisition(SCADA) systems, distributed control systems(DCSs), and programmable logic controllers(PLCs), and IT such as AI and cloud, which
will become the core to support assets andoperations. Providers with deep engineeringand OT capabilities will be preferred by utilities
to maintain the IT/OT balance. Advances indigitization have led to new revenue streams,
business models and market players forutilities. Large players are under pressure from
regulators to keep energy prices low, while

Energy storage systems are an intrinsic
part of today’s modern renewable energy
infrastructure. With solar and wind energy
becoming the drivers of the energy transition,battery energy storage systems (BESSs)
become critical for the optimization of energy
output to the grid. Energy storage systems canstore excess electricity generated by renewablesources and release it back into the grid whenneeded. Despite being hit with supply chain
and material issues, battery storage growthcontinues to rise in 2023.
Need for grid and asset resiliency
Financial damages caused by weather-related
disasters increase every year, and utilities get
increasingly exposed to litigation risks related

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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t

Executive Summary

to asset and infrastructure damage. The U.S.
witnessed more than 15 weather-related
disasters, with an average loss of $1 billion
in 2022. This has led the utilities to focus on
grid resiliency, disaster readiness, grid andasset reliability, and aging assets. In addition,
the need to drive energy transition causes
disturbances more than ever before. Providers
can help utilities with solutions aroundemergency response, asset health monitoring,work planning, risk modeling and vegetation
management. Companies such as National
Grid plan to invest heavily ($15 billion in New
York over the next five years) to make the gridmore resilient and prepare for electrificationof cars and buildings. Furthermore, the aging
U.S. electric transmission and distribution(T&D) infrastructure needs to be significantly
upgraded as the industry faces challenges
around energy transition, EV adoption,
sustainability and net-zero initiatives, andchanges in customer preferences andregulations. Players invest in upgrading the grid,metering, tech infrastructure and workforce
through digital solutions that leverage cloud,IoT and AI and ML.

Decarbonization of the energy mix

Changing customer preferences

Utilities are shifting from traditional energy
sources to wind, solar and other green
sources. These changes are coupled with anincreasing shift toward distributed energy andthe resulting disruption of energy production
patterns it creates. Per International Energy
Agency’s (IEA) forecasts, global renewablecapacity is expected to increase by almost
2,400 GW or 75 percent between 2022 and 2027
driven by rising fuel and electricity prices andthe ongoing Russia–Ukraine conflict.

Today’s utilities need to shift from an
infrastructure provider to a service provider.
In North America, customers changing utility
companies leads to a high churn rate and thus
engaging with the consumer across various
platforms and channels (omnichannel) is
the need of the hour. They need to address
challenges associated with customertransformation through revamped UI/UX
portals, enhanced self-service features andresponsive contact centers. Furthermore,utilities need to leverage data insights to
respond to customers’ changing needs
rapidly and transparently.

Aging workforce and the need for digital
workforce
North America’s power and utilities industry
faces the aging workforce issue and the need to
attract/retain new talent. Over the next decade,the power and utilities industry will witness
the retirement of more than 50 percent of its
current workforce. The industry’s challenge inattracting talent and competing against large
tech firms is overwhelming. There is a shortageof qualified talent for new jobs, many of which
require competencies around AI and ML,
robotics and advanced analytics.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Data and cloud-driven business
Utilities need to realize the full potential of databy addressing issues around access to data,
data insights, data governance and quality,
and cross-functional analytics. The need toderive value from data for asset maintenance,
weather-related warnings, customer preference,
etc., drives the adoption of cloud and IoT
platforms. Many industries are moving toward
cloud-based solutions for key workloads, which

can enable greater resiliency, faster innovation
and better customer service. However, utilities
run into unique challenges around adopting
cloud-based solutions. Providers should
focus on helping utilities capitalize their cloudinvestments by creating transformational
assets, comprising cloud subscriptions
and transformation services supported byregulatory review and approval. CIOs should
not wait on others to address this issue.
Growing cybersecurity concerns
Digitalization threatens security. Risingconnectivity through digitalization andproliferation of decentralized energy resources
require holistic and complex energy networks.
The rise of intelligent grids brings higher
vulnerability to cyber threats. Strategic andoperational security in utilities is therefore
critical at an enterprise level. These companies
should proactively run risk assessments andcybersecurity programs and share intelligenceto prevent cyber and physical attacks on grids.
There is a strong market trend to separately
address cybersecurity when constructing
managed service strategies.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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Executive Summary

Legislation and regulatory changes
Recent policy changes and developments
continue to influence homeowners, utilities
and new technology areas such as energy
storage. The most notable new policies include
the U.S. Inflation Reduction Act, signed into
law in August 2022, which provides more than$369 billion in funding for clean technologies.
The act may further help U.S. utilities fast-track
their emission reduction plans.

The North American power andutilities industry is undergoinga visible change in areas such asenergy mix, customer preference
and transformation,
mobility-related electrification,technology adoption, andregulations. Providers respondto utility needs by optimizing
their solution portfolio toinclude offerings and services
that can help them address thechallenges associated with theaforementioned changes.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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tProvider Positioning

Provider Positioning

Page 1 of 3Intelligent Business
Process Management
Services (iBPMS)

Next-Gen IT Services

Grid Modernization

Enterprise AssetManagement (EAM)

Customer Information
System (CIS) andCustomer Experience (CX)

Accenture

LeaderLeaderLeaderLeaderLeaderAloricaMarket Challenger

Not InNot InNot InMarket Challenger

Birlasoft

Not InContender

Not InContender

Contender

Capgemini

Product Challenger

LeaderLeaderLeaderLeaderCignitiNot InProduct Challenger

Not InNot InNot InCoforge

Not InProduct Challenger

Not InContender

Product Challenger

CognizantLeaderLeaderLeaderLeaderLeaderCyientContender

Product Challenger

Rising Star

Rising Star

Not InDXC Technology

Contender

Product Challenger

Contender

Contender

Product Challenger

EXL

Product Challenger

Not InNot InNot InContender© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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tProvider Positioning

Provider Positioning

Page 2 of 3Intelligent Business
Process Management
Services (iBPMS)

Next-Gen IT Services

Grid Modernization

Enterprise AssetManagement (EAM)

Customer Information
System (CIS) andCustomer Experience (CX)

Eviden (Atos)

Not InProduct Challenger

Product Challenger

Product Challenger

Not InGenpact

LeaderNot InNot InProduct Challenger

Not InHCLTechProduct Challenger

LeaderProduct Challenger

LeaderLeaderHitachi Vantara

Product Challenger

LeaderLeaderLeaderNot InIBM

LeaderLeaderLeaderLeaderLeaderInfosys

LeaderLeaderLeaderLeaderLeader

KPMG

Not InContender

Not InNot InNot InKyndrylContender

Product Challenger

Product Challenger

Product Challenger

Contender

LTIMindtree

Not InRising Star

Product Challenger

Product Challenger

Contender

Lumen

Not InContender

Not InContender

Not In© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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tProvider Positioning

Provider Positioning

Page 3 of 3Intelligent Business
Process Management
Services (iBPMS)

Next-Gen IT Services

Grid Modernization

Enterprise AssetManagement (EAM)

Customer Information
System (CIS) andCustomer Experience (CX)

Perficient

Contender

Product Challenger

Contender

Contender

Contender

PwC

Product Challenger

Product Challenger

Contender

LeaderRising StarTCS

LeaderLeaderLeaderLeaderLeaderTech Mahindra

LeaderLeaderProduct Challenger

Product Challenger

Product Challenger

Teleperformance

LeaderNot InNot InNot InProduct Challenger

Wipro

Product Challenger

LeaderLeaderLeaderLeaderWNS

Product Challenger

Not InNot InNot InContender© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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Introduction

Definition

This Power andUtilities Industry —Services andSolutions report,
aims to understandkey industry
challenges andassess service
providercapabilities.
Simplified Illustration; Source: ISG 2023

Intelligent Business Process
Management Services (iBPMS)

Next-Gen IT Services

Grid Modernization

Enterprise Asset Management (EAM)

Customer Information Systems (CIS)and Customer Experience (CX)

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

The global power & utilities industry continues
to be affected by the steadily increasing
demand for renewable energy sources andsustainability, government regulations, smart
cities, electric mobility, geopolitical situations
and rising fossil fuel prices. Post the COVID-19
pandemic peak, utilities are looking to invest
in new age technologies and infrastructure to
improve resiliency and reliability as extreme
weather conditions drive capital spending.
Irrespective of the nature of the business(electricity, gas, water or retail), utilities need to
strive to develop intelligent solutions, improve
operational efficiency, increase reliability andunderstand clients’ challenges.

In addition, various government regulations
such as the Inflation Reduction Act (IRA) of
2022 and the Infrastructure Investment andJobs Act (IIJA) of 2021 will prompt investments
by the U.S. utilities sector in infrastructure
and cleantech. Globally, the power & utilities
industry will continue to focus on new businessmodels, improving customer experienceand optimizing financial performance andoperational efficiency.
Essentially, utilities are seeking service
providers that can demonstrate deep industry
expertise, along with strong digital technologies
and innovation capabilities around data andanalytics, cybersecurity, machine learning and AI.

The path forward in 2023:
Moving into 2023, the power & utilities industry
will continue to fight challenges around clean
energy, reliability, resiliency and security,
while keeping waste and technical debt to aminimum and continuing strategic investments.
To address these issues, the industry needs
to accelerate decarbonization, digitalizationand decentralization.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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Introduction

Scope of the Report

Provider Classifications

In this ISG Provider Lens™ quadrant report,
ISG covers the following five quadrants forservices/solutions: Intelligent Business Process
Management Services (iBPMS), Next-Gen IT
Services, Grid Modernization, Enterprise AssetManagement (EAM), and Customer Information
Systems (CIS) and Customer Experience (CX).

The provider position reflects the suitabilityof IT providers for a defined market segment(quadrant). Without further additions, theposition always applies to all company sizes
classes and industries. In case the IT service
requirements from enterprise customers differ
and the spectrum of IT providers operatingin the local market is sufficiently wide, afurther differentiation of the IT providers byperformance is made according to the target
group for products and services. In doing so,
ISG either considers the industry requirementsor the number of employees, as well as
the corporate structures of customers andpositions IT providers according to their focus
area. As a result, ISG differentiates them, if
necessary, into two client target groups that are
defined as follows:This ISG Provider Lens™ study offers IT
decision-makers with the following:● Transparency on the strengths andweaknesses of relevant providers● A differentiated positioning of providers
by segments (quadrants)● Focus on regional market
Our study serves as the basis for important
decision-making in terms of positioning, key
relationships and go-to-market considerations.
ISG advisors and enterprise clients also use
information from these reports to evaluate
their existing vendor relationships andpotential engagements.

● Midmarket: Companies with 100 to 4,999
employees or revenues between $20 million
and $999 million with central headquarters
in the respective country, usually privately
owned.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

● Large Accounts: Multinational companies
with more than 5,000 employees or revenue
above $1 billion, with activities worldwide
and globally distributed decision-making
structures.
The ISG Provider Lens™ quadrants are createdusing an evaluation matrix containing four
segments (Leader, Product Challenger, Market
Challenger and Contender), and the providers
are positioned accordingly. Each ISG Provider
Lens™ quadrant may include service providers
that ISG believes have strong potential to moveinto the Leader quadrant. This type of provider
can be classified as a Rising Star.
● Number of providers in each quadrant:
ISG rates and positions the most relevant
providers according to the scope of thereport for each quadrant and limits the
maximum of providers per quadrant to
25 (exceptions are possible).

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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Introduction

Provider Classifications: Quadrant Key

Product Challengers offer a product andservice portfolio that reflect excellent service
and technology stacks. These providers andvendors deliver an unmatched broad and deep
range of capabilities. They show evidence ofinvesting to enhance their market presence
and competitive strengths.

Leaders have a comprehensive product andservice offering, a strong market presence andestablished competitive position. The productportfolios and competitive strategies of Leaders
are strongly positioned to win business in themarkets covered by the study. The Leaders also
represent innovative strength and competitive
stability.

Contenders offer services and products
meeting the evaluation criteria that qualifies
them to be included in the IPL quadrant. These
promising service providers or vendors show
evidence of rapidly investing in products/
services and a follow sensible market approachwith a goal of becoming a Product or Market
Challenger within 12 to 18 months.

Market Challengers have a strong presencein the market and offer a significant edge
over other vendors and providers basedon competitive strength. Often, Market
Challengers are the established and well-known
vendors in the regions or vertical markets
covered in the study.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Rising Stars have promising
portfolios or the market experience
to become a Leader, including therequired roadmap and adequate
focus on key market trends
and customer requirements.
Rising Stars also have excellent
management and understandingof the local market in the studied
region. These vendors andservice providers give evidence ofsignificant progress toward theirgoals in the last 12 months. ISG
expects Rising Stars to reach theLeader quadrant within the next 12
to 24 months if they continue theirdelivery of above-average market
impact and strength of innovation.

Not in means the service provider
or vendor was not included in thisquadrant. Among the possible
reasons for this designation:
ISG could not obtain enoughinformation to position thecompany; the company does
not provide the relevant service
or solution as defined for eachquadrant of a study; or the company
did not meet the eligibility criteria
for the study quadrant. Omission
from the quadrant does not imply
that the service provider or vendor
does not offer or plan to offer thisservice or solution.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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avv

Intelligent Business Process
Management Services (iBPMS)

Intelligent Business Process Management Services (iBPMS)

Who Should Read This Section
This report is relevant to enterprises in North
America’s power and utilities industry forevaluating the providers of business process
outsourcing (BPO) and business process
management (BPM) services.
In the quadrant report, ISG highlights thecurrent market positioning of providers thatoffer BPM/BPO services to power and utilities
companies in North America and how they
address the key challenges faced in the region
through technology and domain expertise.
For organizations undergoing digitaltransformation, agility is key to responding toa rapidly changing technology and businesslandscape. Power and utilities enterprises arefacing steep challenges due to increased fuelprices, maintenance costs, regulatory pressure,capacity constraints and skilled manpower
shortages across the value chain, complex
legacy infrastructure and systems, etc.

To address these challenges, power and utilities
enterprises in North America are working
closely with service providers to implement
BPM services to optimize and automate theirbusiness processes to achieve operational
excellence, streamline processes andrationalize back-office.
Service providers help these firms byproviding AI, automation-based insights andanalytics-based solutions to optimize costs,
increase revenue and remain competitive.
Significant progress has been made inautomation and AI initiatives, but scaling up
is still challenging. There is a need to invest
sufficiently in training and organizationalchange management initiatives; otherwise, theworkforce resistance to change can inhibit therealization of promised business benefits.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Technology professionals should read thisreport to understand how BPM/BPO service
providers integrate multiple technologies
into their proprietary offerings and compare
their technical capabilities.

Digital professionals should read thisreport to understand how providersof BPM services enhance their digitaltransformation initiatives for improved
CX and how they compare with one another.

Operations professionals should read thisreport to understand providers’ relative
positioning and capabilities that offer
end-to-end BPMS to deliver high efficiency
and effectiveness.

Marketing and sales professionals should
read this report to understand the relative
positioning and capabilities of providers
that can help them harness iBPMS
services effectively.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

14

Source: ISG RESEARCH

Power and Utilities – Services and Solutions
Intelligent Business Process Management Services (iBPMS)

North America 2023

H

Accenture
InfosysTCS

PORTFOLIO ATTRACTIVENESS

IBM

L

HCLTechCapgemini
Wipro
Hitachi Vantara
EXL
PwC
WNS
CyientKyndryl
DXC Technology
Perficient

Product Challenger

Contender

CognizantGenpact
Tech Mahindra
Leader

Teleperformance
AloricaMarket Challenger

The quadrant assesses
service providers thatoffer business process
management andoutsourcing services in
the power and utilities
industry. These services
enable companies toimprove efficiency,
productivity andprocesses for better
decision-making.
Swadhin Pradhan

L

COMPETITIVE STRENGTH© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

H

Rising Star

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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Intelligent Business Process Management Services (iBPMS)

Definition
The quadrant assesses service providers thatoffer power & utilities clients business process
management (BPM) services that are driven by
automation and analytics, including customer
services (front and back-office and B2B/B2C),
sourcing and procurement, human resources,finance and accounting (F&A), regulatory andcompliance, knowledge services, master data
management, field workforce services, network
operations, operational business intelligence(customer, marketing and asset) and supply
chain management. These services enable theclient companies to improve efficiency andproductivity in daily operations and businessprocesses (front, middle and back office) foran enriched customer experience and better
decision-making.

Eligibility Criteria

1. Ability to offer a combination (if notall) of the following BPM services tocompanies in the power & utilities
space across the industry value
chain, with local expertise in theassessed region or country:* F&A* Sourcing, procurement andsupply chain* Customer service* Human resources (HR)* Legal* Regulatory and compliance* Media and content management* Master data management* Field workforce services* Network operations

2. Knowledge of the industry
and local/regional
regulatory requirements

3. Experience in optimizing

business processes for clients,
predominantly in this industry

4. Expertise in applying next-

gen technologies, including
automation, analytics, IoT,
AI, cybersecurity, cloud andblockchain, for client engagementsin this space

5. Demonstrate strong partnerships

with industry associations,
regulatory bodies, technology firms
and startups specializing in power& utilities

6. Offer referenceable case studies

for various services and solutions
across the value chain* Analytics© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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Intelligent Business Process Management Services (iBPMS)

Observations
Providers with business process management/
business process outsourcing (BPM/BPO)
capabilities are looking to move beyond
traditional back-office BPO services and drive
solutions around automation, bots, digitization
with IoT, and data and analytics. The segment isdominated by large IT players, including Indianservice providers, and focused BPO players in
the North American power and utilities industry,
which help companies in cost optimization,
growth and transformation.
Lately, providers focus on providing BPO/BPM
solutions leveraging their deep industry anddomain expertise around new-age technologies.
According to 1Q23 ISG Index, industry-specific
BPO capabilities garner good traction withclients across industries, including energy andresources. For power and utilities, providers
focus on capabilities around vegetation
management and enterprise operations.
In addition, they are constantly looking toinnovate around technologies and solutions
through partnerships and IP.

The leaders look at M&As and partnerships withselective niche players to provide and expand
their BPM capabilities. Understanding theintersection between technology and businessis a key capability that has helped themdistinguish their services.
From the 100 companies assessed for thisstudy, 21 have qualified for this quadrant, witheight being Leaders.

Accenture’s BPM services leverage its strong
industry and technology focus, along withcapabilities brought in by various units suchas consulting, strategy and operations. The
company continues to build its portfolio
through partnerships and acquisitions.

Cognizant’s focus on industry-specificdigital solutions helps it provide more thanjust traditional BPM services. Its focus on
acquisitions and partnerships helps it expand
its capabilities around process mining, F&A,
after-market services, etc.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Genpact has strong functional and domain
expertise in the power and utilities industry.
The company has capabilities across the depth
and breadth of F&A operations, digital andanalytics. Its GE legacy provides deep insights
into technology/business processes.

IBM’s BPM services are centered around its
Intelligent Workflow concept leveraging its
capabilities around consulting and technology.
In addition, its deep research and industry
capabilities help it bring differentiated businessprocess solutions to clients.

Infosys’ BPM capabilities cover most power
and utilities segments. The company leverages
its dominance in F&A. In addition, its networkof delivery and offshore centers and utilitiesfocused CoE acts as a catalyst for clients tooutsource key workflows.

TCS leverages its Cognix™ platform tohelp utility companies accelerate digitaltransformation through pre-built solutions
and offerings across business processes,
IT infrastructure and the application layer.

Tech Mahindra provides digital-led solutions for
power and utilities clients using its intelligent
suite of BPM solutions. The company is anestablished solution provider across the power
and utilities value chain.

Teleperformance
Teleperformance’s vast experience ofover 40 years in CX and business services
outsourcing has helped grow its power andutilities business. The company focuses ondeveloping digital energy and utility offerings
globally.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

17

Intelligent Business Process Management Services (iBPMS)
LeaderCognizant“Cognizant is focused on core industry solutions
led by digital, partnerships and acquisitions, and ismoving away from traditional BPO solutions to drive
value proposition.”
Swadhin Pradhan

Overview

Strengths

Cognizant is headquartered in New
Jersey, U.S. and operates in 42 countries.
It has more than 351,500 employees
across 162 global offices. In FY22 thecompany generated $19.4 billion inrevenue, with Financial Services as its
largest segment. It focuses on enhancing
its digital capabilities, which now
account for approximately 51 percent of
its overall business and have recordeda growth of approximately 13 percent
annually. The utilities business is under
its Products and Resource segment,
growing at a healthy double-digit.

Focus on digital: Cognizant strongly focuseson digital, which drives various solutions in
BPM. The company offers digital solutions
around after-market services, customer
service, F&A, meter-to-cash and ordermanagement. For a large utilities company,
Cognizant established an automation CoE
and deployed hyper-automation solutions,
including in-house developed bots.
The company is strengthening its digital
capabilities through acquisitions.
Utility-focused solutions: Cognizant’s
industry solutions are plug-n-playaccelerators and frameworks. The company
focuses on key trends in the industry
influencing BPM. For example, it aligns its
solutions around automation, digitalizationand data-driven operations. With over

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

90 clients and more than 6,000 employees
and a presence across the value chain,
Cognizant is a reliable provider for
utilities. It has dedicated labs for building
transformational solutions for the utilities
industry, such as 5G and automation.
Continued focus on partnerships andacquisitions: With a focus on cloud, IoT, data
and digital engineering, Cognizant has madeacquisitions totaling $3 billion in the last
three years. It has strong partnerships withenterprises such as SAP and Oracle. It also
partners with Celonis for process mining andexecution management systems.

CautionCognizant needs to diversify its clientbase and look beyond large enterprises
with revenue greater than $2 billion in
the utilities industry. In addition, it has
significant opportunities to increase its
revenue from outcome-based and IP-ledclient engagements.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

18

avv

Next-Gen
Sunt
in culpa
IT Services
qui
officia deser mollit
anim laborumNext-Gen IT Services

Who Should Read This Section
This report is relevant to North American
enterprises in the power and utilities
industry for evaluating the providers ofnext-gen IT services.
In this quadrant report, ISG highlights thecurrent market positioning of providers thatoffer next-gen IT services such as automation,
analytics, IoT, and AI and ML solutions to power
and utilities companies and how they address
the key challenges faced in the region.
With the growing complexity of infrastructure
and customer and business expectations,
utilities are under immense pressure toprovide support and drive innovation using
technology. Advances in innovation and edge
technologies such as IoT, big data analytics
and AI have accelerated the adoption of IT/
OT integration, which eliminates data silos,
reduces downtime, and improves visibility,
real-time decision-making and efficiency.
But as IT/OT convergence becomes an everyday
reality, cyberattacks and risks from malware
increase at an equal pace, turning security
into a real challenge. The current recessionary
environment also creates challenges inprocuring and retaining skilled IT talent. Amidst
all these concerns utilities are under constantpressure not only to ensure reliable delivery of
their daily grid operations but also to develop
new end-user services and accelerate theirtime-to-market.
North American utilities modernize andupgrade their IT/OT networks to create a more
unified and efficient operation and have greater
data connectivity. They partner with reliable andexperienced technology providers to harness
the business benefits of big data to build
use cases for predictive analytics, intelligent
automation and remote or automatedorchestration of processes.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Technology professionals should readthis report to understand how next-gen
IT service providers integrate multiple
technologies into their proprietary offeringsand compare their technical capabilities.

Digital professionals should read thisreport to understand how providers ofnext-gen IT services enhance their digitaltransformation initiatives for improved CX
and how they compare with one another.

Operations professionals should read thisreport to understand providers’ relative
positioning and capabilities that offer endto-end next-gen IT to deliver high efficiency
and effectiveness.

Marketing and sales professionals should
read this report to understand the relative
positioning and capabilities of providers
that can help them to harness next-gen IT
services effectively.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

20

Source: ISG RESEARCH

Power and Utilities – Services and Solutions
Next-Gen IT Services

North America 2023

H

Accenture

PORTFOLIO ATTRACTIVENESS

Eviden (Atos)L

DXC Technology
LTIMindtree
Kyndryl
Product Challenger

Coforge
CignitiCyientBirlasoft
Contender

PwC
Perficient

Capgemini
IBM
Wipro

Infosys

TCS
Cognizant

HCLTechHitachi Vantara

LeaderTech Mahindra

KPMG
Lumen

Market Challenger

This quadrant
assesses service
providers that offer
IT managed services.
These providers enableutilities to increase
efficiency, ensurecompliance, minimize
costs, optimize
assets and maximize
customer satisfaction.
Swadhin Pradhan

L

COMPETITIVE STRENGTH© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

H

Rising Star

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

21

Next-Gen IT Services

Definition
This quadrant assesses service providers
offering IT managed services to the power& utilities industry. The services include
application development and maintenance(ADM), infrastructure services (data center,cloud, network, workplace and cybersecurity)and systems integration (such as for new
applications) across the value chain.
They enable utilities to increase efficiency,
ensure compliance, minimize costs, optimize
assets and maximize customer satisfaction.

Eligibility Criteria

1. Ability to offer a combination(if not all) of the following IT
services to companies across thepower & utilities industry value
chain, with local expertise in thefollowing in the assessed region
or country:* Systems integration* Applications development
and maintenance* Infrastructure services, such asdata center, network operations
center and cloud* Cybersecurity solutions* Next-gen technologies suchas automation, analytics, AI,
machine learning, IoT andblockchain© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

2. Showcase extensive domain

knowledge and support forcompliance with local/regional
regulatory requirements

3. Demonstrate strong partnerships
with industry associations,
regulatory bodies, technology
firms and startups specializing in
power & utilities

4. Experience in large transition

projects that include post-merger
integration of companies, ITdriven business transformation,
cybersecurity and modernizationof legacy systems andapplications in the industry

5. Offer referenceable power &utilities case studies for various
services and solutions across thevalue chain

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

22

Next-Gen IT Services

Observations
Most large IT players leverage their IT, OT andengineering capabilities to dominate the North
American power and utilities industry. Emerging
players also build capabilities and compete withlarge players across the value chain.
The companies focused on the power andutilities industry look at cloud migration, data
modernization and BizDevSecOps-based
operating model leveraging technologies suchas digital twin, AI and ML, and cloud to upgrade
their delivery models. Companies such as
Capgemini, Wipro, Hitachi and HCLTech use
their large engineering and IoT capabilities
and professionals to drive value propositionand digital transformation for clients in thisindustry. In addition, they also increasingly
develop solutions around sustainability, energy
transition and nuclear capabilities as power andutilities channel their focus on these areas.
In addition, leaders continue to look at M&As
and partnerships with selective niche players
to provide and expand their utility-specificcapabilities. IT/OT integration is where almost all
players with a manufacturing or industrial focus
build capabilities together with large OT players.

From more than 100 companies assessed forthis study, 23 have qualified for this quadrant,with 10 being Leaders and one Rising Star.

Accenture’s portfolio of services and solutions
for the power and utilities industry leverages
its capabilities from its Industry X group,
focused on building digital transformation andengineering capabilities, and partnerships tohelp utilities optimize OpEx and CapEx.

Capgemini’s strong engineering capability
and ADMnext transformation approach help it
provide digital transformation solutions to thepower and utilities industry. In addition, it has
specific capabilities around energy transitionand nuclear power.

Cognizant highly focuses on digital-led
solutions that drive its offerings around cloud,IoT, data and digital engineering. In addition,
it leverages its deep industry and domain
expertise, acquisitions and collaborations
to expand its offerings.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

HCLTech differentiates itself with its strong
engineering capabilities and growing software
portfolio. The company has innovative models
around cloud (CloudSMART strategy) andinfra services and aligns pricing to a businessoutcome-based model for the IT services.

Infosys’ next-gen IT services focus onleveraging the AI platform, analytics, IoT
solutions, cloud platforms and security to drive
efficient operations. Infosys has built a partner
ecosystem that comprises enterprise platforms,
hyperscalers and leading universities.

Hitachi Vantara
Hitachi Vantara has strong capabilities in
IoT, cloud, and app and data modernization.
To bring focused power and utilities offerings,
the company leverages its growing synergy withother Hitachi Group companies, particularly
Hitachi Energy.

IBM’s IT services are based on its hybrid cloudand AI strategy underpinned by partnerships
and a software portfolio. With its deep industry
and domain knowledge, the consulting
business provides end-to-end services focusing
on new-age technologies such as quantum.

TCS delivers services and solutions by
combining technology capabilities with adifferentiated location strategy. The company
has invested significantly in dedicated delivery
centers around nuclear and NERC CIP andnearshore centers.

Tech Mahindra has more than two decades ofexperience in the power and utilities industry
and focuses on providing digital-led solutions.
Its offerings include solutions for renewableenergy integration, energy efficiency andcarbon management.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

23

Next-Gen IT Services

Wipro expands its power and utilities industry
offerings through acquisitions and focuses
on cloud to drive digital transformation. The
company is betting big on new technologies
such as metaverse, Web3, AI, mixed reality and5G through its Lab45 initiative.

LTIMindtree (Rising Star) leverages thecapabilities obtained through the Mindtree
acquisition and strong association with parent
L&T to grow its utilities business. The company
provides digital transformation services acrossgeneration, T&D and CX.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

24

Next-Gen IT Services
LeaderCognizantOverview

Strengths

Cognizant is headquartered in New
Jersey, U.S. and operates in 42 countries.
It has more than 351,500 employees
across 162 global offices. In FY22 thecompany generated $19.4 billion inrevenue, with Financial Services as its
largest segment. It focuses on enhancing
its digital capabilities, which accountfor more than 50 percent of its overallbusiness and has recorded double
annual growth. Its next-gen IT services
for utilities focuses on technology
solutions across IoT, data, cloud
and analytics.

Strong presence in the utilities industry:
With over 90 clients and more than
6,000 people and a presence across the value
chain, Cognizant is a reliable provider for
utilities. In addition, the company continues
to add clients while strengthening its
relationship with large existing clients. It has
dedicated labs around 5G and automation
to build transformational solutions for theutilities industry.
Industry and domain expertise andsolutions: Cognizant’s consultative
experience and deep industry and domain
expertise solve clients’ transformational
issues. For example, it leverages its intelligent
solutions GridOne and UtilityOne togain actionable insights from equipment
and deliver personalized CX in real time.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

“Cognizant helps utilities drive digital focus
through technology solutions around IoT, data,cloud and analytics.”
Swadhin Pradhan

In addition, it also builds capabilities
and increases investments in four digitalbattlegrounds: digital engineering, cloud,data and IoT.
Focus on partnerships and acquisitions:
Cognizant has made acquisitions worth
more than $3 billion in the last few years.
The acquisitions include Utegration, Mobica,
Servian, Bright Wolf, Lev, Softvision, Linium
and Contino. Utegration has enhanced its
SAP consulting and solutions capabilities forthe power and utilities industry. In addition,
Cognizant has industry and enterprisepartnerships with digital and OT companies
and hyperscalers.

CautionCognizant must aggressively leverage its
partnerships and acquisitions and expand
its industry-specific solutions. The company
must diversify its client base to reduce its
dependency on large enterprises.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

25

avv

Grid ModernizationSuntin culpa qui
officia deser mollit
anim laborumGrid Modernization

Who Should Read This Section
This report is relevant to power and utilities
companies in North America for evaluating theproviders of grid modernization services.
In this quadrant report, ISG highlights thecurrent competitive market positioningof providers that offer grid modernization
services to power and utilities companies inNorth America and how they address challenges
around grid optimization and resiliency inthe region.
The shift toward clean energy anddecarbonization changes the market dynamics
in the power and utilities sector. The transition
to net-zero technologies, increased advent of
distributed energy resources (DER) and theaccompanying prosumer revolution creates achallenge for utilities in terms of demand andpower quality and reliability.
Severe climate events and cyberattacks
increase the levels of risk. Although utilities
invest in cybersecurity solutions, 20-45 percent
of utilities operations are not actively protectedby their security programs. The T&D grid also
faces increasing pressure to integrate newtechnologies such as electric vehicles (EVs),
distributed solar generation, and energy storage
rapidly, safely, and economically.
As the energy demand continues to rise, dated
assets, the high cost of renovating or building
new infrastructure, the lack of digitally skilledworkforce and flexible pricing models place anadditional burden on the system.
To address these challenges, utilities prioritize
rapid grid modernization and invest in a resilientand secure power grid, distributed power
generation and renewable energy sources.
A majority of North American utilities alreadyinvest or plan to invest in energy storage
deployment, utility business model reforms,
smart grid deployment, distribution system
planning, advanced metering infrastructure
deployment and time-varying rates to improvereliability, reduce costs and deliver enhanced
CX with better insights and control of
their consumption.

Operations professionals should read thisreport to understand providers’ relative
positioning and capabilities that offer
end-to-end grid modernization to deliver
high efficiency and effectiveness.

Marketing and sales professionals should
read this report to understand the relative
positioning and capabilities of providers
that can help them to harness gridmodernization services effectively.

Digital professionals should read thisreport to understand how providers of gridmodernization services enhance their digitaltransformation initiatives for improved CX
and how they compare with one another.

Technology professionals should
read this report to understand how
grid modernization service providers
integrate multiple technologies into theirproprietary offerings and compare theirtechnical capabilities.

While utilities initiated some of these gridmodernization efforts, local or state-level
policy or legislative drivers propelled mostof the efforts.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

27

Source: ISG RESEARCH

Power and Utilities – Services and Solutions
Grid Modernization

North America 2023

H

AccentureIBM

PORTFOLIO ATTRACTIVENESS

HCLTechL

Eviden (Atos)
Kyndryl
CyientLTIMindtree
Tech Mahindra
PwC
DXC Technology

Product Challenger

Contender

Wipro

InfosysCapgemini

TCS
Hitachi Vantara

LeaderCognizantMarket Challenger

This quadrant assesses
service providers thatoffer grid modernization
and related services in
the power and utilities
sector. T&D companies
focus on increasing
the reliability of
their grids throughtechnology adoption.
Swadhin Pradhan

PerficientL

COMPETITIVE STRENGTH© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

H

Rising Star

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

28

Grid Modernization

Definition
This quadrant assesses service providers
offering grid modernization and related services
in the power & utilities sector. The services
include grid modeling, distributed energy
resources management system (DERMS),
advanced distribution management system(ADMS), geographic information system (GIS),
voltvar optimization (VVO), supervisory control
and data acquisition (SCADA), advanced
metering infrastructure (AMI), distribution
and operations, scheduling and dispatch, grid
resilience, demand planning and forecasting,response design, and integration – leading
to an improved, reliable, and optimized
grid infrastructure.

Eligibility Criteria

1. Exposure of working aroundgrid modernization and related
services for clients in the market

2. Demonstrate successful

grid modernization-related
engagements (past andpresent) with at least three
power & utility companies

3. Provide offerings and services
in more than one of thefollowing areas:* Grid modeling* Grid management (distribution
and operations, schedulingand dispatch)* Grid optimization and resilience* Demand planning, forecastingand outage management© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

* DER technology selection,
strategy and roadmap* DER aggregation and integration* DERMS* EV charging integration* ADMS

5. Demonstrate strong partnerships

with industry associations,
regulatory bodies, technology
firms and startups, specializing in
power & utilities

6. Offer referenceable

power & utilities case studies* SCADA* GIS* VO* Advanced metering and smart
grid services* Distribution automation services* Integration and value realization

4. Expertise in applying next-gen

technologies, including automation,
analytics, IoT, AI, cybersecurity,
cloud and blockchain

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

29

Grid Modernization

Observations
Grid modernization, being a highly specific andniche capability, is dominated by large IT playerswith a strong technology and engineering
background. However, players such as Hitachi
Vantara and Cyient use their industry anddomain expertise, along with IoT capabilities,
to develop a suite of products focused on EVs,
DER, advanced distribution management system(ADMS), AMI 2.0 and sustainability/net zero.
Some of the solutions offered by various players
are around grid modeling and planning, gridmanagement and operations, grid optimization
and resiliency, and grid analytics. Moreover, thecompanies focus on building energy transition
solutions to expand their offering portfolio
as utilities are increasingly optimizing theirenergy sources.
Furthermore, providers with a strong portfolioof grid modernization offerings enhance thesolutions by integrating advanced analytics,
AI and automation, RPA, and the cloud. The
need for developing OT capabilities drives
IT companies to forge partnerships withlarge OT players such as Schneider, Infor,
ABB and Bentley.

In addition, most players in this space are
actively engaged in M&As and partnerships
with selective niche players to provide andexpand their capabilities. While most utilities
in North America are still reluctant to put
supervisory control and data acquisition(SCADA), grid and network data on cloud, someproviders build solutions to help utilities start
the cloud journey.
From more than 100 companies assessed forthis study, 18 have qualified for this quadrant,with eight being Leaders and one Rising Star.

With its strong industry and functional
expertise, Accenture leverages its joint
venture Avanade and strategic acquisitions
and investments to offer grid modernization
solutions. In addition, its solutions benefit fromcapabilities across Accenture units.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Capgemini leverages its partnerships withgrid and network management players andfocuses on energy transition to drive its smart
grid framework. The company benefits fromits strong engineering, digital innovation andconsulting capabilities.

IBM’s grid modernization solutions focus on
the clean electrification journey of utilities.
The company also leverages its portfolio of
products such as TRIRIGA®, Maximo® andEnvironmental Intelligence Suite to provide gridmodernization solutions.

Cognizant’s grid modernization solutions
are led by its proprietary grid management
solutions such as GridOne and end-to-end
advanced metering infrastructure (AMI)
capabilities. In addition, recent acquisitions
such Utegration has helped it expand its gridmanagement portfolio.

Infosys continues to double down on gridmodernization by forging new partnerships.
Its recent partnership with GE Digital will help
utilities drive a reliable, resilient and sustainable
grid. The solutions are complemented byanalytics, AI, RPA and cloud.

Hitachi Vantara
Hitachi Vantara combines its strengths aroundIT system integration, domain consulting and
OT platforms to provide grid modernization
solutions. The company leverages its
relationship with Hitachi Energy and Lumada togain capabilities in grid modernization.

TCS has deep domain expertise across all
major aspects of grid modernization for utilities.
The company plans to create more in-house
IP-based solutions focused on digital twin andpartners around engineering, OT and othertech enablers.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

30

Grid Modernization

Wipro’s grid modernization capabilities include
SI services for leading geographic information
system (GIS) and ADMS products apart froma comprehensive portfolio of proprietary andpartner solutions. Recent acquisitions havehelped the company expand its capabilities inareas such as smart grid communication.

CyientRising Star Cyient’s grid modernization
solutions are driven by its deep industry,engineering and IT/OT capabilities. The
company has a portfolio of data, analytics and
GIS-led grid management solutions.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

31

Grid Modernization
LeaderCognizantOverview

Strengths

Cognizant is headquartered in New
Jersey, U.S. and operates in 42 countries.
It has more than 351,500 employees
across 162 global offices. In FY22 thecompany generated $19.4 billion inrevenue, with Financial Services as
its largest segment. It focuses onenhancing its digital capabilities.
The company follows a unique approachfor smart grids called the NorthSTAR
methodology focused on identifying thedigital maturity stage to drive intelligent
transformation. Fifty percent of the
top 10 utilities in North America use
Cognizant’s digital solutions.

Acquisitions adding capabilities tothe portfolio: Cognizant’s acquisitionof Utegration has added capabilities
around data visualization and analytics foradvanced metering infrastructure (AMI)[MeterAnalytics4U], while the acquisition
of TQS will help it further strengthen gridmodernization capabilities. In addition, it
has its offerings and industry solutions ingrid modernization such as IRENO, a gridmanagement solution for predictive network
operations, and GridOne, a smart meter
analytics platform.
Industry and domain expertise: Cognizant
focuses on solving client business problems
through a consultative mindset leveraging
its deep industry and domain expertise andcollaborations. The company has strong© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

“Cognizant’s grid modernization solutions are driven
by its focus on industry-led offerings throughpartners and in-house solutions.”
Swadhin Pradhan

end-to-end AMI capabilities supported bymore than 500 AMI integration consultants.
In addition, it has implemented large AMI
programs covering system integration and
AMI integration.

CautionCognizant needs to aggressively market andshowcase its grid modernization capabilities
to facilitate the power and utilities company’s
focus on new-age technology.

Partner ecosystem: Cognizant partners
with leading grid management software andplatform vendors such as AutoGrid, SAP
and GE, and OT players such as ABB, ESRI,
Aveva and Schneider. The company has
deployed integrated ADMS in collaboration
with GE and has upgraded existing meters
to smart meters through work management
integration in SAP. In addition, for AMI
integration it has strong partnerships with
Landis & Gyr, Itron, Nexant and SSN.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

32

avv

EnterpriseSunt
in culpa
Assetqui
officia deser mollit
Management(EAM)
anim laborum

Enterprise Asset Management (EAM)

Who Should Read This Section
This report is relevant to enterprises in the
power and utilities industry in North America
for evaluating the providers of enterprise asset
management (EAM) services.
In this quadrant report, ISG highlights thecurrent market positioning of providers thatoffer EAM, workforce management and field
service management services to power andutilities companies and how they address the
key challenges around asset maintenance andoptimization and workforce efficiency.
Recent advancements in digital capabilities
have transformed the utilities industry’s
approach to asset management, resulting
in more efficient and effective managementof assets. But the adoption rate is notcommensurate with the rapid pace ofinnovation. Utilities with aging physical assets
and paper-based legacy systems cannot
leverage innovations that boost reliability. In
addition to the dwindling pool of skilled talent,
increasing regulatory scrutiny and mandates,changing legislations and surging cyber risk,
utilities must deal with the revenue changes

caused by the tougher economy and volatility
arising from increased growth of renewables
and distributed energy resources (DERs).
Some utilities effectively address thechallenges by investing in intelligent, integrated,cloud-based EAM systems.
North American utilities have witnessedsignificant growth in deploying EAM solutions
in recent years due to strong investments
in technology, rigorous R&D activities andincreasing adoption of preventive maintenancesystems. Similarly, EAM service providers invest
in surpassing traditional asset management
to include predictive asset management,
data science and integration capabilities toreduce cost and offer better flexibility anddecision-making.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Technology professionals should read thisreport to understand how EAM service
providers integrate multiple technologies
into their proprietary offerings andcompare their technical capabilities.

Digital professionals should read thisreport to understand how providers
of EAM services enhance their digitaltransformation initiatives for improved
Cx and how they compare with one another.

Operations professionals should read thisreport to understand providers’ relative
positioning and capabilities that offer
end-to-end EAM to deliver high efficiency
and effectiveness.

Marketing and sales professionals should
read this report to understand the relative
positioning and capabilities of providers
that can help them to harness EAM
services effectively.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

34

Source: ISG RESEARCH

Power and Utilities – Services and Solutions
Enterprise Asset Management (EAM)

North America 2023

H

PORTFOLIO ATTRACTIVENESS

Hitachi Vantara
IBM

L

CyientProduct Challenger

Tech Mahindra
Eviden (Atos)
LTIMindtree
Genpact
Kyndryl
DXC Technology

Contender

Coforge
Perficient

InfosysAccenture

TCS
Wipro
CognizantCapgemini
HCLTechPwC

LeaderMarket Challenger

Lumen

Birlasoft

L

COMPETITIVE STRENGTH© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

This quadrant
assesses service
providers that help
companies manage
assets. Effective
EAM strategies andsolutions will help
increase reliability andeven optimize aging
infrastructure, includingtransmission anddistribution (T&D) assets.
Swadhin Pradhan

H

Rising Star

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

35

Enterprise Asset Management (EAM)

Definition
This quadrant assesses providers offering
EAM services and solutions to clients in the
power & utilities space. The services include
asset lifecycle management, maintenance, repair
and operations, labor management, controls
management, application maintenance andsupport, supply chain solutions, cloud services,
asset health management, digital enablement
service and remote monitoring. They enableclient companies to increase asset performanceand extend their useful life and reduce
operational costs.

Eligibility Criteria* Warranty management

1. Exposure to enterprise asset* Geographic information
system (GIS)

management for clients in the
power & utilities industry in the
country/region

2. Demonstrate successful EAMrelated engagements (past/present) with at least three
power & utility companies

3. Provide offerings and services inat least one of the following areas
related to EAM:
* Asset health management* Failure prediction* Work and labor management* Supply chain transformation* MRO management* Computerized maintenancemanagement system (CMMS)* Digital EAM solutions (based on
AI and machine learning)* Analytics and reporting* Field management services

4. Expertise in applying next-gen

technologies, including automation,
analytics, IoT, AI, cybersecurity,
cloud and blockchain, for client
engagements in this space

5. Demonstrate strong partnerships
with industry associations,
regulatory bodies, technology
firms and startups specializing in
power & utilities

6. Referenceable case studies forvarious services and solutions
across the value chain* Controls management© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

36

Enterprise Asset Management (EAM)

Observations
The EAM space is dominated by large IT players
such as Accenture and IBM, as well as Indianservices companies with deep expertise anddomain knowledge gained from working acrossasset-intensive industries. EAM softwarefrom companies such as IBM (Maximo®), IFS,
Hexagon, Hitachi and PTC dominate the power
and utilities industry in North America. In
addition, lately, companies are also looking to
set up partnerships with small niche playersthat offer innovative solutions/technologies in
the power and utilities industry.
The IBM Maximo® suite of solutions is a leading
offering that almost all Leaders and most
players provide to clients in asset-intensive
industries such as power and utilities. The
companies exhibit strong EAM capabilities,
drawn from industry expertise, focus on talent
with deep knowledge in next-gen technologies
and engineering and related solutions.
In addition, providers are also looking forpartnerships with product companies to buildon their intellectual property.

Leaders continue to look at M&A andproprietary EAM platforms to offer industry
specific EAM solutions. These proprietaryplatforms and products use technologies suchas digital twins, AR, VR, mixed reality (MR) and3D technology in the asset management space.
Field service management and workforce
management are areas in which many providers
are seeking to expand and add capabilities.
From the 100 companies assessed for thisstudy, 22 have qualified for this quadrant, with
10 being Leaders and one a Rising Star.

Accenture provides asset
management services and solutions throughits Industry X digital offerings. It leverages
third-party integration around products such
as Maximo® and SAP to provide intelligent
asset management solutions.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Hitachi Vantara
Capgemini’s EAM solutions are a mixof proprietary platforms, products andpartnerships with leading EAM software andplatform vendors. Capabilities around industry
4.0 and engineering coupled with utility industry
expertise are its differentiators.

Hitachi Vantara provides asset and work
management solutions along with add-ons
such as safety and compliance management
offerings through the Lumada suite of businessapplications. The company continues toinnovate in this space with a focus on the cloud.

Cognizant has targeted EAM solutions
and accelerators for utilities, along with
the IBM Maximo® upgrade kit and otheraccelerators. The company has significant
focus on Maximo® suite for EAM offerings andhas a dedicated CoE.

IBM integrates its Maximo® application suitewith capabilities around IoT and AI to offer asingle platform of EAM solutions. It further
leverages its consulting capabilities to provide
an end-to-end asset management offering forthe power and utilities industry.

HCLTech delivers the HCL Asset Management
solution (HAMS) focused on supporting IBM
Maximo® and SAP solutions. The company,
through its partnership with SAP, also offers
maintenance, repair and overhaul (MRO)
solutions to asset-intensive industries.

Infosys’ EAM solutions encompass asset,
workforce, field service management andgeospatial solutions, offered through leading
products such as ClickSoftware, CGI ARM suite,
Tensing, SAP IS-U, GE, ESRI and Oracle Utilities.

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37

Enterprise Asset Management (EAM)

PwC provides asset maintenance andoptimization solutions to its clients in the
power and utilities space through its Utility
Edge solution. In addition, the company
works closely with SAP, Oracle and PowerPlan
technologies to drive EAM initiatives.

Wipro’s EAM solutions are driven by Industry
4.0 that leverages technologies such as IoT,
digital twins, AR, robotics, wearables and video
with modern analytics solutions. The company
has a set of EAM solutions focused on thetransmission and distribution (T&D) segment.

CyientTCS continues to expand its EAM services andsolutions portfolio through partnerships acrossgeographies. Recently, in the U.S. and Australia,
it expanded into Oracle Field Service on Cloud(OFSC), IFS (Clevest), Microsoft Dynamics 365
Field Service Management and Infor EAM.

Cyient is a Rising Star and offers EAM solutions
that are a blend of industrial IoT solutions, bigdata and advanced analytics. The company
leverages plant and product engineering alongwith digital solutions to help optimize CapEx
and operational costs.

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Enterprise Asset Management (EAM)
LeaderCognizantOverview

Strengths

Cognizant is headquartered in New
Jersey, U.S. and operates in 42 countries.
It has more than 351,500 employees
across 162 global offices. In FY22 thecompany generated $19.4 billion inrevenue, with Financial Services as
its largest segment. It is focused onenhancing its digital capabilities. Its
EAM solutions and services for utilities
include the implementation andintegration of systems for functions
such as planning and scheduling,mobility, analytics and asset life cycle
management. Fifty percent of the top
10 utilities companies in North America
use Cognizant’s digital solutions.

Domain expertise and collaborations:
Cognizant focuses on solving client businessproblems through a consultative mindset,
leveraging its deep industry expertiseand collaborations. The company’s recent
collaboration with Garuda Aerospace
will help expand its asset management
capabilities. It’s EAM consultants have deep
knowledge of related software (IBM Maximo®,
Infor, Ellipse and Avantis).
Partner ecosystem: Cognizant has
partnerships with leading EAM software andplatform vendors such as IBM (Maximo®)
and OSISoft and IT/OT players such as Aveva
and Schneider. It has a dedicated CoE for
IBM Maximo®. In addition, it has partnerships
with multiple digital and cloud companies
such as AWS, Microsoft and Intel to build
and scale solutions.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

“Cognizant focuses on driving the adoption of its
EAM solutions by ensuring value additions forclients through its Maximo® EAM offering.”
Swadhin Pradhan

Leverages technology and acquisitions
to drive offering: Cognizant focuses on
integrating its EAM solutions with enterprisesystems and using data science for better
leveraging analytics around decision-making.
The company’s targeted EAM solutions
and accelerators for utilities includeAsset
Performance Excellence (APEx) for utility
network assets, the IBM Maximo® upgrade kit
and other accelerators. In addition, for water
utilities, it provides smart asset management
to improve asset safety, reduce maintenancecosts and prevent leakage and theft.

CautionCognizant needs to aggressively push its
capabilities to provide additional strategy
and advisory services to showcase its workwith marquee clients around EAM and win
more deals.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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CustomerSunt
in culpa
Information
qui
Systems
officia
(CIS)
and
deser
Customermollit Experience (CX)
anim laborum

Customer Information Systems (CIS) and Customer Experience (CX)

Who Should Read This Section
This report is relevant to enterprises in the
power and utilities industry in North America
for evaluating the providers of customer
information systems (CIS) or customer
experience (CX) services.
In this quadrant report, ISG highlights thecurrent market positioning of providers thatoffer CIS and CX services to power and utilities
companies in North America and how they
address the key challenges faced in the region.
Utilities face unprecedented competition fromnew entrants. Due to the availability of more
provider options, consumers demand costeffective and flexible services with exceptionaldelivery. In addition to changing consumer
preferences, economic issues and reducing
margins further burden the utilities to invest
heavily in CX to attract and retain customers.
Even regulators turn to customer satisfaction
metrics to determine the fate of utilities
companies in a process known as
performance-based regulation.

To address these challenges, North American
utilities invest in several CX innovativetechnologies such as self-service customer
portals, digitized consumer interactions, RPA/
AI-enabled chatbots, website optimizations anddata-rich smart home technologies to optimize
customer journeys and experiences.
The service providers help utility clients toimplement data-driven CIS/CX solutions
and sustainability-related services
underpinned by their own and partner
solutions and accelerators.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Technology professionals should readthis report to understand how CIS/CX
service providers offeringintegrate multiple
technologies into their proprietary offeringsand compare their technical capabilities.

Digital professionals should read thisreport to understand how providers of
CIS/CX services enhance their digitaltransformation initiatives for improved
CX and how they compare with one another.

Operations professionals should read thisreport to understand providers’ relative
positioning and capabilities that offer
end-to-end CIS/CX to deliver high efficiency
and effectiveness.

Marketing and sales professionals should
read this report to understand the relative
positioning and capabilities of providers
that can help them harness CIS/CX
services effectively.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

41

Source: ISG RESEARCH

Power and Utilities – Services and Solutions
Customer Information System (CIS) and Customer Experience (CX)

North America 2023

H

Accenture

PORTFOLIO ATTRACTIVENESS

TCS

LTech Mahindra
DXC Technology
Teleperformance
Coforge
PwC

Product Challenger

LTIMindtree
Perficient

Contender

Kyndryl
WNS
EXL
Birlasoft

L

CognizantInfosys

IBM
HCLTechCapgemini

Leader

Wipro
Alorica

COMPETITIVE STRENGTH© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Market Challenger

H

This quadrant assesses
service providers thatoffer customer-centric
solutions and offerings.
With the changing
customer profile, arobust CIS will help
utilities better manage
customer interaction
and relationships.
Swadhin Pradhan

Rising Star

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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Customer Information Systems (CIS) and Customer Experience (CX)

Definition
This quadrant assesses service providers
offering CIS-related meter-to-cash (M2C),
customer service and business processsolutions in the power & utilities sector.
These include account management, orderprocessing, product management, rate design(handling complex rate structures), data
management, billing, credit and collections,payment processing, contact services (callcenter), interactive voice response (IVR),
consumer engagement, customer self-service
and relationship management, enabling anenriched customer experience (CX).

Eligibility Criteria* Billing

1. Exposure to working in CIS and CX* Credit and collections

for the power & utilities clients inthe market

2. Demonstrate successful CIS-related
engagements (past and present)with at least three power & utility
companies

3. Provide at least one of the following
offerings related to CIS and CX:● Meter-2-cash* Account management* Order processing* Product/service management* Rate design (handlingcomplex/TOU rate structures)© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

* Accounts receivables* Statement preparation* Payment processing● Customer service* 24/7 contact or call centers(customer interaction)* IVR services* Consumer engagement (social
media, virtual assistant andchatbots)* Customer self-service* Relationship management

4. Ability to adapt to changes inregulations, compliance, rate
structures and evolving billing
and retail needs

5. Expertise in applying next-gen

technologies, including automation,
analytics, IoT, AI, cybersecurity,
cloud and blockchain, for client
engagements in this space

6. Strong partnerships with industry
associations, regulatory bodies,
technology firms and startups
specializing in power & utilities

7. Referenceable case studies forvarious services and solutions
across the value chain

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43

Customer Information Systems (CIS) and Customer Experience (CX)

Observations
The CIS and CX space is fast becoming the key
focus area for utilities companies as consumers
become prosumers, looking for CX at par withother service-based industries. In addition, therapid adoption of electric vehicles (EVs) anda focus on energy transition have triggered
the need for more efficient CIS/CX solutions.
Providers with strong business process
management (BPM) capabilities are combining
best-of-breed CIS solutions to drive digital
CX. The field is dominated by large traditional
system integrators (SIs) and BPO/BPM playersthat have partnerships with leading players
such as Oracle and SAP that have CIS offerings
for the power and utilities industry.
Providers are also looking to players such
as SEW, Powercloud, ENESK, Nexant, andMilestone to drive innovation and solution
development in the CIS space. Large providers
have many tools and accelerators in addition to
product solutions for adding value.

In addition, companies are looking to integrate
new age technologies such as IoT, edge,
analytics, AI and ML and the cloud, in particular,
to execute the strategy of power and utilities
companies to provide digital solutions in
the CIS space.
From the 100 companies assessed for thisstudy, 21 have qualified for this quadrant, witheight being Leaders and one a Rising Star.

Accenture, through its strong partnershipwith SAP and Salesforce around various
CIS solutions, provides solutions aroundomnichannel digital CX, customer insights,
contact center solutions in consumer and nonconsumer areas and sustainability.

Capgemini’s CIS and CX solutions aredata-driven offerings, providing key insights
to facilitate customer transformation andcustomer care. The company continues toinvest in tools, technologies and platforms toenhance business outcomes for its customers.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Cognizant provides targeted CIS and CX
solutions for the power and utilities industry
through UtlityOne Engage and UtilityOne
Insights, an integrated CX solution. In
addition, the acquisitions of Utegration and
EI-Technologies have further expanded its
CIS solutions.

Infosys’s CIS and CX offerings cover various
aspects of customer systems and initiatives
to address the growing needs of prosumers. It
offers Salesforce, Oracle, and Microsoft CRM
solutions, at scale, and complements them with
its strong SAP and Salesforce practice.

HCLTech, as part of its CIS and CX portfolio,
fosters enterprise transformation, brandexperience and digital process optimization forclients through its solutions. It has dedicated
CoEs for utilities in the U.S., the U.K., Ireland,
the Philippines and India.

TCS provides innovative offerings integrated
with AI. Through Crystallus, a preconfigured
solution suite, and partnerships with
SAP, Salesforce and Oracle, it provides
implementation and managed services for CIS
and CRM products for utilities.

IBM offers customized CIS and CX solutions,driven by its focus on AI (Watson) and hybrid
cloud. Its software portfolio helps it further
customize CIS solutions for the utilities
industry. In addition, Envizi, its ESG offering, has
strengthened its capability to provide services
focused on sustainability.

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Customer Information Systems (CIS) and Customer Experience (CX)

Wipro’s CIS and CX solutions are cloud-based
and implemented through its partnerships
with leading hyperscalers and CIS vendors. In
addition, it is partnering with niche partners to
improve its offerings to clients seeking
cost-effective solutions.

PwC, Rising Star, brings together its deepindustry, advisory, operations, and risk
management capabilities to drive CX solutions.
The company’s CIS and CX solution, Utility Edge
Customer Empowerment, is built on Salesforce.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

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Customer Information Systems (CIS) and Customer Experience (CX)
LeaderCognizantOverview

Strengths

Cognizant is headquartered in New
Jersey, U.S. and operates in 42 countries.
It has more than 351,500 employees
across 162 global offices. In FY22 thecompany generated $19.4 billion inrevenue, with Financial Services as its
largest segment. Cognizant offers anarray of industry platform solutions
and accelerators, including prebuilt
templates for SAP and Oracle, to help
electric utilities improve billing cycle
time, reduce exceptions, improveaccuracy and support the smoothrollout of smart metering and new
products and services.

Targeted CIS and CX solutions: Cognizant
has developed a portfolio of focused CIS
solutions, covering areas such as customer
segmentation, customer self-service,omnichannel customer service andintegrated customer communications, andhas built several targeted solutions. These
include UtlityOne Engage and UtilityOne
Insights for the power and utilities industry.
Acquisitions and partner solutions:
Cognizant’s recent acquisitions of companies
such as Utegration, Lev and EI-Technologies
have added capabilities to its portfolio in theareas of CX, marketing, quote-to-cash andbilling and also enhanced its capabilities
in the Salesforce platform space. The
company’s CIS solutions include a portfolio ofaccelerators, including prebuilt templates for
SAP IS-U and Oracle CC&B.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

“Cognizant continues to enhance its capabilities in
the CIS and CX space through focused acquisitions
and partnerships.”
Swadhin Pradhan

Deep SAP and Salesforce expertise:
Cognizant has more than 14,500 SAP and
8,000 Salesforce associates, which makes
it one of the most preferred partners forcompanies in the utilities industry to drive
initiatives such as CIS modernization, SAP
M2C and Centre for Energy Finance (CEF)
Energy Efficiency program. With over 90
clients and more than 6,000 employees,
and a presence across the value chain,
the company is a reliable provider for theutilities industry.

CautionCognizant should look to include more
outcome-based pricing options for clients
to drive growth. In addition, the company
needs to diversify its client base to mitigate
any future risks related to changes inmarket conditions.

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Appendix

Methodology & TeamThe ISG Provider Lens™ 2023 – Power andUtilities – Services and Solutions study analyzes
the relevant software vendors/service providers
in the global market, based on a multi-phased
research and analysis process, and positions
these providers based on the ISG Research™
methodology.

Information Services Group Inc. is solely
responsible for the content of this report.
Unless otherwise cited, all content, including
illustrations, research, conclusions, assertions
and positions contained in this report weredeveloped by, and are the sole property ofInformation Services Group Inc.

Lead Analyst:
Swadhin Pradhan

The research and analysis presented in thisreport includes research from the ISG Provider
Lens™ program, ongoing ISG Research™
programs, interviews with ISG advisors,
briefings with services providers and analysis
of publicly available market information frommultiple sources. The data collected for thisreport represents information that ISG believes
to be current as of June 2023, for providers who
actively participated as well as for providers
who did not. ISG recognizes that many mergers
and acquisitions have taken place since thattime, but those changes are not reflected inthis report.

Editor:
Kondappan S
Research Analyst:
Sandhya Hari Navage
Data Analyst:
Rajesh MC
Consultant Advisors:
Bob Lutz, Jon Brock and Korey Bernard
Project Manager:
Pragathi Thimmaiya

The study was divided into thefollowing steps:

1. Definition of Power andUtilities — Services andSolutions market

2. Use of questionnaire-based

surveys of service providers/
vendor across all trend topics

3. Interactive discussions withservice providers/vendors on
capabilities & use cases

4. Leverage ISG’s internal databases& advisor knowledge & experience(wherever applicable)

5. Use of Star of Excellence
CX-Data

6. Detailed analysis & evaluation ofservices & service documentation
based on the facts & figures
received from providers & othersources.

7. Use of the following key
evaluation criteria:* Strategy & vision* Tech Innovation* Brand awareness andpresence in the market* Sales and partner landscape* Breadth and depth of
portfolio of services offered* CX and Recommendation

All revenue references are in U.S. dollars ($US)
unless noted.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

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Author & Editor Biographies

Lead Analyst

IPL Product Owner

Swadhin Pradhan

Jan Erik Aase

Senior Manager and Principle Analyst

Partner and Global Head – ISG Provider Lens™

Swadhin Pradhan brings two decades oftechnology, business and market researchexperience and expertise to ISG clients. He
has rich experience in executing market/
competitive intelligence (MI/CI) and quasiconsulting projects in the manufacturing,energy and resources industries.
Prior to ISG, Swadhin has worked with MI/
CI and thought leadership organizations oflarge tech and consulting firms such as IBM
and Deloitte. At ISG, he is focused on the

ISG Provider Lens™ program. His research
and analysis for ISG clients is focused onenergy and utilities market development,
disruption and change. He currently
contributes to ISG’s Provider Lens global
research studies as a lead analyst.
Swadhin holds an MBA in marketing andfinance from the Institute for Integrated
Learning in Management (IILM), New Delhi,
and an engineering degree in electronics
and telecom.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

Mr. Aase brings extensive experiencein the implementation and research ofservice integration and management ofboth IT and business processes. With over
35 years of experience, he is highly skilled
at analyzing vendor governance trends andmethodologies, identifying inefficiencies incurrent processes, and advising the industry.
Jan Erik has experience on all four sidesof the sourcing and vendor governancelifecycle - as a client, an industry analyst,
a service provider and an advisor.

Now as a research director, principal analyst
and global head of ISG Provider Lens™,
he is very well positioned to assess andreport on the state of the industry and makerecommendations for both enterprises andservice provider clients.

POWER AND UTILITIES – SERVICES AND SOLUTIONS QUADRANT REPORTAUGUST 2023

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AboutOur Company
Methodology& Team& Research

The ISG Provider Lens™ Quadrant researchseries is the only service provider evaluationof its kind to combine empirical, data-driven
research and market analysis with thereal-world experience and observationsof ISG’s global advisory team. Enterprises
will find a wealth of detailed data andmarket analysis to help guide their selectionof appropriate sourcing partners, while
ISG advisors use the reports to validate
their own market knowledge and makerecommendations to ISG’s enterpriseclients. The research currently covers
providers offering their services acrossmultiple geographies globally.
For more information about
ISG Provider Lens™ research,please visit this webpage.

ISG Research™ provides subscription
research, advisory consulting andexecutive event services focusedon market trends and disruptive
technologies driving change in businesscomputing. ISG Research™ delivers
guidance that helps businesses
accelerate growth and create
more value.
ISG offers research specifically
about providers to state and local
governments (including counties, cities)
as well as higher education institutions.
Visit: Public Sector.
For more information about ISG
Research™ subscriptions, pleaseemail contact@isg-one.com,
call +1.203.454.3900, or visit
research.isg-one.com.

© 2023 INFORMATION SERVICES GROUP, INC. ALL RIGHTS RESERVED.

ISG (Information Services Group)(Nasdaq: III) is a leading global technology
research and advisory firm. A trusted
business partner to more than 900 clients,
including more than 75 of the world’s
top 100 enterprises, ISG is committed
to helping corporations, public sector
organizations, and service and technology
providers achieve operational excellence
and faster growth. The firm specializes indigital transformation services, including
automation, cloud and data analytics;
sourcing advisory; managed governanceand risk services; network carrier services;
strategy and operations design; change
management; market intelligence andtechnology research and analysis.

Founded in 2006, and based in Stamford,
Conn., ISG employs more than 1,600 digitalready professionals operating in more than
20 countries—a global team known for
its innovative thinking, market influence,
deep industry and technology expertise,
and world-class research and analyticalcapabilities based on the industry’s mostcomprehensive marketplace data.
For more information, visit isg-one.com.

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AUGUST, 2023
REPORT: POWER AND UTILITIES INDUSTRY – SERVICES AND SOLUTIONS© 2023 Information Services Group, Inc.
All Rights Reserved