Anica’s Service Order Automation Initiative 


A Century-old regulated public utility Company that provides energy service to 3.7 million people through 1.5 million electric meters and 900,000 natural gas meters in San Diego and southern Orange counties. The service area spans 4,100 square miles. They have a revenue of $12.18 billion and a total assets value of $66 billion.

Problems to be Solved

The Company wanted to streamline the customer service order processing by contractors and replace paper-based processes to improve transparency between company employees and contractors, so they could easily visualize customer issues. Productivity improvements to address 40% of service orders necessitated revisits, and service staff devoted much of their productive time to the office to pick up and drop off documentation.
The lack of visibility of work planned across five districts resulted in sub-optimal use of contracting staff and poor turnaround time of service orders. The company required a unified planning and scheduling product suite to improve coordination between the service coordinator and dispatcher and the contracting company’s dispatcher.
Additionally, financial reconciliation and vendor payments were made manually, which led to the misclassification of travel time, yard time, labor, and material linked to activity codes, as-built designs, and material/equipment installed being in-accurately recorded, causing inaccurate asset depreciation.


The Ariya service order application suite is enabled to establish a standardized process for managing Electric Service Orders (ESO) and implement an integrated application that will be intuitive for all users leading to greater transparency between the Company employees and contract employees.
The team implemented a comprehensive strategy to handle customer challenges by designing a mobile-first solution built with people and process-centric goals rather than technology-centric.
The other primary goal is to address cyber security shortcomings in existing digitization initiatives from an out-of-box approach to eliminate the need for contractors to access corporate networks and deploy technology the users are familiar with to speed up onboarding and training of contracting staff.
The Company chose to transition to a digital platform for their service orders and implemented an electronic work order management system. This system enables service crew/inspectors to send service orders and get updates in real-time from the field, removing the need for paper or printing diagrams.
The solution will resolve the below pain points to improve operational efficiency, operator safety, and regulatory compliance.

Business Outcomes

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