A major North American energy company was operating with multiple, inconsistent Operations & Maintenance (O&M) manuals across its business units. These manuals varied widely in format, structure, and completeness—an issue compounded by acquisitions and evolving regulatory expectations. The result was overlapping content, misalignment between regions, and gaps in required guidance.
The company set out to create a single, standardized O&M manual that could be tailored to different service areas and asset types, along with a standalone Distribution Construction Manual. To ensure long-term success, the solution needed more than document consolidation; it also required clear governance, accessible technology, and practical training to support workforce and contractor adoption.
Mosaic designed and delivered a comprehensive consolidation and adoption program that included:
Gap analysis and recommendations
A thorough review of all existing manuals to define the optimal consolidated structure, formatting approach, governance processes, rollout strategy, and user-focused training plan.
Development of consolidated manuals
Creation of a unified, asset-organized O&M manual and a separate Distribution Construction Manual using an iterative, collaborative review and acceptance process with stakeholders across the organization.
Technology-enabled access and governance
Introduction of a third-party collaboration and publishing solution to provide employees and contractors with online access to the new manuals. The platform also supports automated governance by prompting periodic reviews for alignment with policies and regulations, tracking changes, and communicating updates to users.
Adoption and sustainment support
Development of training materials to help users navigate, apply, and maintain the new manuals; clarification of the documentation hierarchy; and definition of governance processes to ensure ongoing updates, accountability, and regulatory alignment.
To reinforce consistency across field execution and training, Mosaic also led a parallel effort to align job roles and titles across jurisdictions. This initiative:
This alignment ensures the workforce is equipped to use the new documentation effectively and supports long-term operational consistency.
Mosaic’s work established a simplified, standardized, and sustainable foundation for gas operations—strengthening regulatory compliance, improving auditability, and driving greater consistency in procedures and field execution. By combining consolidated documentation with technology-enabled access, automated governance, and enterprise role alignment, the utility now has clearer visibility into how work is defined, maintained, and performed across the organization.
Building on this foundation, Mosaic continues to partner with the utility to finalize and publish the consolidated manuals, deliver user training, and complete role and title alignment. Ongoing collaboration includes job and task analysis and the development of an enterprise work procedures program to capture how work is performed across multiple work groups. These procedures will directly support training development, quality assurance, and continuous performance improvement—ensuring the solution remains current, scalable, and aligned with evolving operational and regulatory needs.