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EY teams help utilities optimize end-to-end operations to meet customer and regulator expectations, enabling affordable, reliable energy and building a resilient energy future.
The power and utilities industry is rapidly transforming to meet the energy generation, transmission and distribution needs of their customers. Increased energy demand, infrastructure modernization requirements, shifting customer expectations and heightened regulatory scrutiny mean utilities are investing in massive capital and technology projects while also prioritizing value realization and operational efficiency. We help utilities embrace innovative strategies and solutions, guiding them from planning to execution, to shape the future of energy with confidence for both providers and customers.
Deliver reliable energy
Transform critical infrastructure to enable energy delivery across generation, transmission and distribution on a modernized grid.
Strategic priorities
Problem: Power and utilities companies face the challenge of providing reliable and affordable energy amid evolving risks and opportunities. Load growth from data centers and electrification demand innovation and investment in grid transformation while managing day-to-day operations and the risks presented by an ever-changing infrastructure base. Catastrophic weather events highlight the need for proactive planning to enhance efficiency and resiliency. Lengthy interconnect processes complicate relationships with regulators. Evolving customer needs necessitate the development of innovative rates, business models and digital capabilities that are often unfamiliar to the power and utilities sector.
Capabilities: EY teams empower utilities to navigate complexities and seize opportunities in energy delivery while managing risks. We codevelop value-based strategies that align with regulatory mandates and customer expectations. Utilities must create functions within their value chain to capture revenue, explore partnerships and leverage grid-edge intelligence to support the data center and generative artificial intelligence (GenAI) boom without raising costs for residential customers. EY teams help utilities achieve their 1-, 3-, 5- and 10-year goals, translating strategy into tactical execution. Our approach focuses on efficient capital deployment and workforce adoption of new technologies, bridging innovative ideas with successful execution. By operationalizing investment plans and leveraging innovative technologies, we assist utilities in improving operational efficiency and resilience, contributing to a sustainable energy future. The proliferation of distributed energy resources (DERs) provides utilities with a resource they can leverage for grid services via platforms like a distributed energy management system (DERMS), which in turn empowers customers and satisfies regulatory expectations. The implementation of next-generation advanced metering infrastructure (AMI) enhances real-time situational awareness, optimizes grid management and enables new demand response strategies. Integrated grid planning and engineering tools help utility engineers streamline the integration of DERs onto the transmission and/or distribution grid while empowering planners to take a more proactive, long-term approach to identifying infrastructure investments.
Solutions: To enhance reliability while minimizing capital expenditures, utilities should:
Upgrade grid and IT infrastructure with smart technologies, including AMI and DERMS, to optimize grid management, integrate DERs and reduce outage risks while enabling customer independence and flexibility.
Develop contingency plans and invest in backup systems for continuous energy delivery during peak demand or disruptions.
Utilize distributed intelligence to optimize energy management and enhance customer experiences.
Automate the interconnection application and study process to streamline operations, boost customer satisfaction and meet corporate decarbonization goals.
Integrate AI for enhanced decision-making and predictive maintenance, mitigating operational disruption risks.
Key takeaway: Implementing these strategies can empower utilities to strengthen infrastructure and operational capabilities, positioning them as agile leaders in a dynamic energy landscape.
Client impact
How digital twin technology powers the future at Xcel Energy
Next-gen technology drives new strategies to surpass customer and stakeholder expectations. Learn more
How utilities can prepare for the AMI 2.0 era
Utilities can shape the smart grid future by enabling the technical foundation for Advanced Metering Infrastructure (AMI) 2.0. Learn more
Outsmarting outages: AI predicts disruptions before they happen
AI/ML, reliability data hubs and new ways of working are helping utilities improve reliability and create sustainable business processes. Learn more
How we can help
Digital grid services
EY Digital Grid is a suite of solutions designed to help transmission and distribution companies digitize their grids for greater flexibility, resilience and value in a clean energy future. Explore
Improve customer experience for business and residential clients while enhancing regulator engagement and trust.
Strategic priorities
Problem: The energy sector has undergone a profound transformation in recent years, driven by a surge in electricity demand fueled by the proliferation of data centers, the electrification of heating systems, and the increasing adoption of residential solar panels and battery storage. As a result of these changes, consumer expectations in the energy sector are rapidly evolving. Both residential and business customers seek direct communication with utilities for insights into managing energy usage, billing options and personalized recommendations relevant to their needs. They desire transparency in reliable energy choices, innovative rate structures and easy access to data for optimizing consumption. There is also a growing need for resilience and sustainability, with customers anticipating affordable options that reflect their environmental values. As customer expectations for service reliability, resilience and seamless interactions continue to rise, utilities find themselves at a critical juncture. Efficiency, transparency and customer centricity have transitioned from being mere aspirations to essential mandates.
Capabilities: EY teams help utilities connect innovative solutions with customer needs, placing the customer at the center of the energy ecosystem. Operational technology is giving consumers dynamic new ways to minimize risks, report outages and respond to price signals. EY teams assist utilities in developing customer transformation strategies and implementing customer systems and operational technologies for a seamless and differentiated customer experience.
Solutions: To meet evolving customer expectations, leading utilities should:
Provide personalized programs to help customers better manage their energy usage and increase energy efficiency. Integrate AMI data and leverage emerging technologies such as AI for personalized digital experiences and improved operational efficiency, yielding actionable insights that inform energy usage. Digital customer engagement “flexibility services” may be a key element in helping consumers address increasing pressures on affordability.
Implement enterprise transformation programs while building new capabilities to deliver a seamless and personalized customer experience.
Key takeaway: The EY Customer Experience Transformation team works together with utilities to redefine their role and strengthen relationships with consumers while delivering value for all stakeholders.
Client impact
Six actions to turn soaring energy demand into lasting prosperity
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Why exceptional customer experience means designing for disappointment
When grid instability interrupts the era of convenience, technology and empathy can help utilities redefine the outage experience. Learn more
How to enhance resilience in utilities in an era of growth, volatility
Utilities must enhance resilience by adopting new energy systems and improving risk management to ensure sustainable service amid growth challenges. Learn more
How we can help
Voices of energy consumers
The growing adoption of new energy technologies and solutions means we are all omnisumers utilizing a variety of services and providers. Explore
Future focus
How are utilities adapting the customer journey to meet expectations
Streamline back-office operations to strengthen resilience, improve efficiency, power value and enhance cost management.
Strategic priorities
Problem: Utilities must optimize cost treatment through back-office transformations to enhance efficiency and support capital plans. As demand for affordable and reliable energy increases, utilities are rethinking construction management and back-office functions such as finance, accounting and human resources. Traditional roles often focus on manual tasks that do not contribute to capital growth, necessitating transformation. Changing workforce dynamics, with retiring employees and new entrants, require a shift in back-office approaches to meet evolving customer and regulatory expectations. Utilities face challenges in aligning cost treatment policies with industry peers and reducing friction from fieldwork to rate base entry. The intricate nature of rate cases further complicates this process.
Capabilities: EY teams help utilities navigate these challenges with tailored solutions that enhance back-office operations. We develop cost treatment policies aligned with industry peers, optimizing capital deployment and reducing friction in the rate base process. Our support extends to optimizing rate case strategies, enabling utilities to present clear value cases for capital needs. We help finance and accounting functions integrate with business operations, enabling utilities to understand performance in dynamic markets and shifting customer expectations. By positioning finance as a business partner, EY facilitates proactive demand planning and provides real-time operational insights to enhance customer experience.
Solutions: To optimize back-office operations, utilities should:
Shift the finance function to a strategic partner role, providing real-time performance insights.
Implement end-to-end process transformation using AI and digital tools to automate repetitive tasks.
Develop systems for proactive vendor agreement management, maximizing cost savings.
Key takeaway: EY, in collaboration with our alliance technology vendors, empowers utilities to transform back-office operations for enhanced efficiency, resilience and value delivery to customers.
Client impact
How an agile SAP approach gave Eversource a power surge
Rewiring its SAP S/4HANA® customer information system helps a major energy provider keep essential resources flowing. Learn more
How digital twins can future-proof utilities
Digital twins offer a leading-edge, transformative opportunity for utilities to redefine operational strategies and enhance performance. Learn more
How data and AI enable utility operations resilience
EY and Microsoft leaders discuss utilities progress in technology adoption and how to convert these investments into value. Learn more
Empowering utilities through effective application managed services
See how utilities can enhance efficiency and innovation by strategically adopting application managed services for a sustainable future. Learn more
EY Energy Industry Cloud for SAP solutions
Our outcomes-focused approach to SAP transformation unlocks more value, reduces disruption and gives energy and resources companies the power to transform for the future. Explore
Strategize and execute on capital allocation and investment strategies that enable success today and growth tomorrow.
Strategic priorities
Problem: Utilities face a challenge strategically managing capital in response to rising power demand and infrastructure investment needs to maintain reliability and resilience. This environment necessitates capital prioritization and strategic sourcing, as utilities must make informed decisions that impact their operations and stakeholders. Addressing the entire scope of the capital management process is key to boosting efficiency while also reducing risk.
Capabilities: EY assists in developing a capital prioritization framework aligned with customer and regulatory expectations, leading to tangible investments. Creative partnerships can enhance access to capital. Utilities must adopt a comprehensive approach to capital efficiency, prioritizing projects based on consumer value and leveraging tax-efficient procurement strategies.
Solutions: To strategically manage capital, utilities should:
Develop a capital prioritization framework aligned with consumer needs and regulatory expectations, creating opportunities for investments that can deliver tangible, affordable value for the customer experience.
Explore creative partnerships and access to financial sponsors for broader capital sources.
Adopt tax-efficient procurement practices to increase capital deployment without burdening consumers.
Key takeaway: Strategically managing capital is essential for utilities to navigate investment demands while maintaining reliability and affordability.
Client impact
Why utilities should reimagine their Tax and Finance functions
These groups are often viewed through a lens of cost, not value. But new operating models, technologies and skills can offer better results. Learn more
How GenAI could simplify rate case filings amid energy transition movement
Companies struggle with complex utility rate case filings, balancing finances with regulatory compliance and customer equity. Learn more
How we can help
Energy Strategy Consulting
EY-Parthenon Energy Strategy Consulting teams help oil and gas, chemicals, power and utilities, and metals and mining companies enhance value while reshaping their businesses to meet tomorrow’s energy needs. Explore
Transactions and Corporate Finance by EY-Parthenon
Our market-leading transactions and corporate finance teams can help companies transform with confidence. Explore
Leverage cutting-edge technologies and collaborative relationships to enhance service offerings and meet evolving energy demands of customers and regulators.
Strategic priorities
Problem: As energy demand grows, utilities have the opportunity to generate more power and address changing customer and regulatory needs. Utilities must focus on providing reliable, safe and affordable energy. Customers seek transparency in energy choices, innovative pricing structures and better understanding of available products and services. Utilities must develop new offerings and explore partnerships to deliver combined solutions while managing risks. Engaging with consumers and incorporating feedback is essential for refining services and aligning with needs, guided by the EY Commercial Growth & Innovation (CGI) framework.
Capabilities: The EY CGI framework supports utilities in adapting to changing market dynamics, exploring growth opportunities and fostering collaboration among stakeholders. This approach helps utilities understand infrastructure requirements to support load growth and capitalize on emerging market opportunities.
Solutions: To grow for the future, utilities should:
Facilitate dialogue among stakeholders to create integrated solutions for resilient energy needs.
Develop new products and services that align with customer expectations, including innovative pricing structures.
Utilize advanced data analytics to inform strategic decisions and refine approaches based on customer feedback.
Key takeaway: Fostering a future-focused mindset through the EY CGI framework empowers utilities to navigate growth complexities while delivering reliable, safe and affordable energy, enhancing the customer experience.
Client impact
Future of Energy Survey
Prioritizing workforce readiness in technology adoption helps oil, gas, chemicals, power and utilities turn investments into impact. Learn more
How data center demand drives utilities to focus on future value
Data center growth presents opportunities and challenges for utilities. A collaborative approach with developers can enhance project value. Learn more
How we can help
Outlook 2025: four themes empowering utilities
Utilities face rising demand and high costs, but opportunity lies in modernizing infrastructure and using renewable energy and technology. Explore
Consumers shape the energy experience. EY professionals help residential and business customers navigate rising demand, prices and sustainability challenges with accessible services.
In this webcast, learn how energy providers address rising costs and demand with proactive solutions to improve customer engagement and digital experiences.
Digital twins are transforming the utilities sector by enhancing efficiency and resilience. Explore strategies to leverage technology for sustainability.
The road to an EV future looks promising — and bumpy. Three use cases reflect how utilities can accelerate their plans confidently. Here’s the way forward.
Find solutions for deploying utility metering infrastructure to optimize resource management, improve system efficiency and achieve regulatory compliance.
How a nuclear revival in the utilities industry and nuclear power plant construction can address project management, cost, risk and regulation challenges.
Explore how energy companies are evolving in technology adoption and workforce readiness, addressing challenges and bridging the investment-expectation gap.
A 2025 outlook shows how cutting-edge technology is challenging traditional utilities, leading to smarter, more sustainable energy solutions. Learn more.
RECAI 63: Demand for battery energy storage is growing amid grid volatility. The EY ranking of investment hotspots highlights opportunities. Learn more.
Utilities’ tax and finance teams need to collaborate to help power and utility companies leverage incentives embedded in new legislation and advance key ESG goals.
