Tata Consultancy Services > Case Studies > EDF Transforms Employee Experience

EDF Transforms Employee Experience

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 EDF Transforms Employee Experience - IoT ONE Case Study
Technology Category
  • Automation & Control
Applicable Industries
  • Utilities
Applicable Functions
  • Human Resources
  • Cloud Planning, Design & Implementation Services
The Challenge

EDF’s IT system for incident handling was purely manual, leaving no room for modernization.

EDF wanted to serve its business and residential customers better by improving the response time to rising energy demands. To achieve this, the company needed to provide its employees with the right tools for improved productivity, better collaboration, and an enhanced IT experience at a reduced cost to serve. However, the company’s highly customized service management system with largely manual processes and limited potential for automation made it difficult to predict or prevent system failures and provide an overall resilient service

The Customer
About The Customer

EDF Energy is a British integrated energy company, wholly owned by the French state-owned EDF, with operations spanning electricity generation and the sale of natural gas and electricity to homes and businesses throughout the United Kingdom.

The Solution

EDF modernizes its architecture and automates mission-critical IT services.

TCS supported EDF’s transformation initiatives by implementing the Rapid Now 2.0 framework, pre-configured with ITSM industry best practices on the ServiceNow instance. The contextual knowledge of EDF’s landscape helped TCS accelerate the turnaround time, as it overhauled the customer’s mission-critical IT services by:

  1. Leveraging the RapidNow 2.0 Framework, tailor-made to operate within a re-engineered service architecture
  2. Enabling the adoption of ServiceNow, a managed service platform (MSP)
  3. Extending the use of agile methodology, where each version release produced a minimum viable product (MVP) with new features
  4. Delivering a configurable and centralized ITSM platform in collaboration with mvIT, a portal capable of integrating all IT monitoring tools and providing end-to-end visibility of service health
Operational Impact
  • [Data Management - Data Visualization]

    50 % reduction in manual and automated reports using digital, real-time dashboard

Quantitative Benefit
  • £180,000 of annual savings enabled

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