The utility industry is undergoing a significant digital transformation, with heavy investments in technologies like Advanced Metering Infrastructure (AMI) and artificial intelligence (AI). While these tools offer promises of efficiency and smarter operations, field personnel often face a different reality—one of technology overload. Juggling a patchwork of disconnected systems, mobile apps, and legacy tools can lead to frustration and disengagement. For digital transformation to succeed, utilities must prioritize their people throughout the process.
Why Digital Transformation Feels Overwhelming in the Field
Field personnel often encounter several key obstacles as new technologies are rolled out:
Complex Systems: Instead of a single, seamless platform, workers are often forced to use multiple, disparate systems. This complexity drains both productivity and morale.
Connectivity dead zones: Field crews often operate in rural or remote areas where internet access is weak or nonexistent. When tools depend on constant connectivity, downtime, delays, and workarounds become the norm.
Skill Gaps: New digital tools, from tablets to AI-powered apps, require new skills that many workers feel unprepared to adopt.
Lack of Inclusion: When field workers are excluded from the planning and implementation of new technology, they may not see the personal benefits, leading to resistance and a lack of buy-in.
How Utilities Can Make Digital Transformation Work for People
To ensure a smooth transition, utilities should focus on a strategy that puts their field personnel at the center of the change.
1. Involve Field Workers in the Process
True transformation starts with people. Utilities should actively engage field workers in every stage of the journey, from initial design reviews to pilot programs and prototype testing. By being transparent about how these tools will improve their work—not replace it—and by creating open feedback channels, utilities can build trust and address fears head-on.
2. Simplify the User Experience
Technology should be a help, not a hindrance. It's crucial to consolidate legacy and new systems into a streamlined, consistent platform. Deploying smaller, task-specific solutions before rolling out massive software suites can prevent overwhelming employees. Additionally, providing mobile-first apps with offline functionality that offer real-time access to assignments, asset histories, and maps can empower workers to make better decisions directly in the field.
3. Invest in Modern Training and Support
To bridge the skill gap, utilities need to move beyond traditional training. Offering continuous, personalized, and hands-on learning pathways makes upskilling less intimidating. Tools like augmented reality (AR) can provide step-by-step, hands-free instructions or enable remote expert guidance for complex tasks, while digital tools can be used to document efficient workflows and capture invaluable institutional knowledge from veteran workers before they retire.
4. Use Automation and Data to Assist, Not Replace
The goal of AI and automation should be to assist field personnel, not make them redundant. For example, AI can be used for predictive maintenance, analyzing IoT data to anticipate equipment failures, which allows for proactive scheduling and reduces the need for emergency repairs. AI assistants can also equip workers with instant access to manuals or work histories, acting as an intelligent assistant on the job.
The Path Forward
Digital transformation doesn't have to be a burden for field personnel. By simplifying technology, investing in proper training, and making workers true partners in the process, utilities can ensure their front-line teams are empowered to lead the transition. Ultimately, no matter how advanced the technology becomes, it's the people who keep our communities running.