A major Canadian utility was advancing a broader Advanced Distribution Management System (ADMS) roadmap and recognized the need to modernize its outage management capabilities. Existing outage response processes relied on paper-based workflows and a collection of disconnected technologies, making it difficult to maintain operational efficiency, respond quickly to events, and ensure consistent data across teams.
The utility needed a more integrated approach that could better align people, processes, and technology during planned outages, unplanned events, and large-scale restoration efforts. A unified platform was essential to improving visibility, coordination, and decision-making across the organization.
Implement a unified outage management and mobile workforce solution that improves operational efficiency, visibility, and coordination across the outage lifecycle.
The utility's outage management environment had evolved over time, resulting in more than a dozen legacy applications and varying workflows across dispatch, control room, and field operations. Without a shared system of record, information was often duplicated, communications could be delayed, and operational teams lacked a common view of outage status.
Additionally, successful implementation required more than new technology. The organization needed to understand how future systems would impact employee roles, responsibilities, training needs, and day-to-day workflows while ensuring new capabilities supported real-world operational demands.
Mosaic partnered with the utility to support the transition to a new Outage Management System (OMS) and mobile workforce platform. Through stakeholder interviews, job shadowing, workflow mapping, and role analysis, Mosaic captured current-state operations and identified opportunities to improve outage response across the organization.
The team developed more than 30 user stories, completed detailed role mapping, and identified key integration opportunities with enterprise systems. The resulting roadmap provided a practical framework for deploying a unified outage management platform that streamlined communications, automated field assignments, improved outage visibility, and reduced reliance on multiple legacy applications. Mosaic also helped define training and change management priorities to support successful adoption.
By consolidating outage workflows into a single authoritative system, the utility established a stronger foundation for future business process transformation and grid modernization. The new approach improves outage visibility, enhances field coordination and safety, and enables faster, smarter, and more reliable outage response for years to come
