Utilities are in the middle of a historic transformation. From regulatory shifts to renewable integration and digital customer expectations, the industry is moving fast. But too often, large-scale IT projects stumble not because of the technology itself, but because of a disconnect between IT and the business.
Why Alignment Matters
IT teams focus on designing and building systems. Business units focus on customers, strategy, and people. When those priorities aren’t aligned, the result is poor communication, low adoption, and underutilized systems after go-live.
The solution is early and structured collaboration. By embedding business subject matter experts (SMEs) as active partners in IT initiatives, organizations ensure projects reflect the way people actually work. This approach builds buy-in, strengthens adoption, and delivers lasting value.
2. Bridge the Gap Between Strategy and Execution
Strategic clarity is vital—but execution often falters when there’s a disconnect between what leadership envisions and what delivery teams understand. Misinterpretations of intent, shifting priorities, or unclear governance can lead to delays, rework, or competing objectives.
Utility IT leaders can close this gap by translating strategic goals into operational terms that teams can act on. This includes mapping high-level outcomes to concrete workstreams, building shared understanding across functions, and proactively aligning timelines with business rhythms—especially in regulated or seasonally sensitive environments. When every team member understands not just what they’re doing, but why it matters, alignment improves and decision-making accelerates.
Lessons From the Field
Consider a large multi-OpCo regulatory IT project that directly impacts customer billing. Success isn’t just about meeting technical requirements—it means avoiding compliance risks and protecting customers from hardship.
The key to success is aligning IT and business from day one:
Collaborative testing: Thorough user acceptance testing ensures systems work as intended.
Practical training: End-users receive hands-on training supported by job aids tailored to daily workflows.
Stakeholder confidence: Consistent communication builds trust across technical teams, regulators, and business leaders.
Without alignment, a project could have caused major disruption. With alignment, it ensures a seamless transition.
Best Practices for Collaboration
Utilities can strengthen IT/business partnerships by following a few guiding practices:
Apply structured change management. Frameworks like our GSD Framework—Align Focus, Communicate Progress, Drive Results—help keep teams synchronized.
Translate language into value. Technical requirements should be communicated in terms of business outcomes, and operational needs must be explained in ways IT can act on.
Embed continuous feedback. Workshops, testing, and communications provide ongoing opportunities for input, ensuring solutions stay aligned with reality.
Act as connectors. Effective leaders bridge priorities by fostering trust, resolving conflicts, and creating a culture where IT and business see themselves as partners.
Looking Ahead
The need for collaboration will only intensify as utilities integrate distributed energy resources, adopt smart grid technologies, and embrace AI-driven operations. Success will depend on treating IT not as a support function, but as a strategic partner in innovation.
Utilities that build this culture of alignment will not only meet regulatory and operational demands—they’ll transform how work gets done, setting themselves up for long-term success.