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The meter-to-cash process is at the heart of the utility industry. Billing systems are large, mission critical, and expensive to maintain. Their replacement can also be a risky and costly affair, which explains why many utilities, particularly those with a million customers or fewer, still soldier on with 20- or 30-year-old legacy systems. This report details the forces driving rapid and disruptive change in an industry that has changed little in decades.
The utility industry has already changed dramatically. The most advanced utilities are well into their digital transformation projects; however, the majority of the industry is on the cusp of entering this new world. Smart metering, smart grid technology, smart home services, and myriad other new revenue streams create more complex relationships with their customers and require more complex, flexible infrastructures to support new business models.
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