A leading transmission and distribution utility operating one of North America's largest and most complex grids was undertaking a workforce modernization initiative. As the organization evolved, leadership recognized the need for greater clarity around the responsibilities, skills, and expected outputs associated with key real-time operations roles. Differences in how controllers, operators, and supervisors performed and interpreted their responsibilities made it increasingly difficult to scale onboarding, deliver consistent training, support knowledge transfer, and prepare the workforce for future operational needs.
Help the utility establish clear role definitions, workload visibility, and workforce development priorities by creating a structured understanding of the tasks, competencies, and responsibilities required across its real-time operations organization.
The utility lacked a standardized understanding of the work being performed across critical operations roles. Ambiguity in role expectations and overlapping responsibilities created challenges for workforce planning, qualification programs, and succession management. Without clearly defined task requirements, it was difficult to determine training priorities, establish competency expectations, or ensure employees were prepared to perform consistently as operational demands continued to increase.
Mosaic partnered with the utility to lead a comprehensive Job Task Analysis (JTA) initiative focused on its network operations organization. Through discovery sessions, interviews, validation workshops, and collaborative working sessions with more than 40 operations and training personnel, Mosaic gathered detailed information about role responsibilities, systems used, task frequency, complexity, knowledge requirements, and operational dependencies across six core job functions.
The engagement produced role-based task inventories, task validation and prioritization frameworks, workforce development insights, and strategic recommendations for future training and qualification programs. By aligning operational responsibilities with workforce planning objectives, Mosaic provided the utility with a clear, data-driven foundation for improving role clarity, onboarding, training effectiveness, and long-term workforce readiness.
The utility gained a clear and actionable understanding of the competencies, responsibilities, and workload demands across its operations workforce, enabling stronger onboarding, more effective qualification programs, improved workforce planning, and greater operational consistency.
