The Situation

A major Canadian utility sought to modernize its outage management capabilities as part of a broader Advanced Distribution Management System (ADMS) roadmap. Its legacy system, reliant on paper-based processes and multiple disjointed technologies, limited operational efficiency, response speed, and data accuracy. The organization required a unified solution to better align people, processes, and technology across planned, unplanned, and high-volume outage scenarios.

Mosaic Offers a Solution

The Outcome

Mosaic was engaged to support the transition to a new Outage Management System (OMS) and mobile workforce platform. Using a business readiness and operational integration lens, Mosaic conducted extensive stakeholder interviews, job shadowing, and workflow mapping to capture real-world practices across the outage lifecycle.

Key activities included:

• Documenting existing roles, processes, and toolsets used across dispatch, control room, and field operations.
• Developing over 30 user stories to illustrate how the new OMS and mobile tools would enable role-based efficiency.
• Conducting detailed role mapping to define access needs, future responsibilities, and system touchpoints.
• Identifying key integration opportunities with enterprise tools to reduce redundancy and enhance situational awareness.

The project delivered a practical, role-based roadmap for deploying a unified OMS and mobile platform to support real-time outage management. The solution streamlined communications, automated field assignments, and improved outage visibility through map-based tools.

Key results included:

• Consolidated outage workflows under a single, authoritative system.
• Reduced duplication across more than a dozen legacy applications.
• Improved field safety and coordination through urgent request workflows and mobile status tracking.
• Defined training needs and change management priorities for a successful implementation.

Mosaic’s collaborative and structured approach helped the utility align new system functionality with real-world operational demands. The outcome was a future-ready foundation for business process transformation, improved reliability analytics, and stronger customer communications. This ADMS initiative marked a significant step in the client’s grid modernization journey, empowering faster, safer, and smarter outage response capabilities across its territory.