Large Investor-Owned Utility – Gas Division
The utility’s gas division needed to manage a large capital portfolio while facing mounting service ticket backlogs, inconsistent restoration cycle times, and limited executive visibility into program performance. Manual reporting processes delayed decisions and threatened both regulatory compliance and customer service commitments.
CARIAN served as the program management partner, embedding with client operations to standardize processes, optimize restoration oversight, and deliver executive-level reporting. Our team provided comprehensive portfolio controls and established a foundation for sustainable performance improvements.
Service ticket management through workflow optimization and backlog reduction
Financial reporting and portfolio oversight with standardized dashboards for leadership
Restoration oversight with cycle time tracking and quality assurance
Process standardization and project closeout protocols across districts
Value Delivered
Customer Satisfaction
Significantly reduced service backlog, improving issue resolution and customer satisfaction
Improved Restoration
Improved restoration cycle times across all service districts
Portfolio Oversight
Strengthened portfolio oversight with enhanced financial and performance visibility
Executive Dashboard
Delivered executive dashboards enabling faster, better-informed leadership decisions
