Implementation Costs for Customer Information Systems in the U.S. Utility Industry

This Energy Insights study provides a current analysis of customer information system (CIS) implementation costs for systems implemented within the past three years by U.S. utilities. To obtain the data used within this study, we conducted detailed interviews with utility CIS project managers, IT executives, customer service executives, and CIS software and service vendors. When possible, we corroborated the relevant information with both utility personnel and vendor staff or through published seminar presentations.

This purpose of this study is to give utility companies the ability to compare their current CIS implementation costs with industry averages in order to create accurate planning assumptions for future CIS projects and to support rate-case submissions or other related regulatory proceedings.