CLOUD: IS IT IN YOUR FORECAST Matt Sexton Eric Mastroianni

Transcription

1 CLOUD: IS IT IN YOUR FORECAST Matt Sexton Eric Mastroianni

2 Agenda o Company Overview o Con Edison s Digital Customer Experience (DCX) o The Digital Transformation o Strategy & Guiding Principles o Technology Gap Analysis & Guiding Principles o Roadmap & Vendor Selection o Cloud vs. on premise technology solutions o Cloud solutions supporting the DCX platform

3 Company Overview electric accounts natural gas accounts steam accounts electric accounts natural gas accounts Con Edison Of New York Orange and Rockland Utilities

4 Digital Transformation: The Push for Change o Customer feedback o External benchmarks o Customer expectations o Industry changes o Legacy infrastructure o Platform support

5 Digital Transformation: Strategy Deliver a 21st century digital experience that can meet customer needs of today and tomorrow, through a deep focus on the voice of the customer and transformation of our digital capabilities

6 Digital Transformation: Guiding Principles One company, one satisfying experience to meet our customer needs of today, flexible enough to meet the needs of tomorrow Customer First One Company Simplicity Agility Personalization Security

7 Digital Transformation: Roadmap DCX Project Phase 1 Q Phase 2 Q Phase Public Website Non-authenticated Desktop & Mobile Responsive Public Site Iterative Updates and Optimization Public Website Transactional My Account Launch Iterative Updates and Optimization Mobile Application Mobile Application Launch Iterative Updates and Optimization

8 Digital Transformation: Technology Gap Analysis Public Website Non-authenticated Public Website Transactional Mobile Application Core Application Platform Identity Access Management (IAM) Web Service Platform Content Management System (CMS) Feature Platform Customer Engagement Customer Service Chat Web Survey Solution Preference Management Center

9 Digital Transformation: Technology Guiding Principles o Reliable o Scalable, Adaptable, Flexible o Performant o Secure & Single Sign On o Minimize Impact to Mainframe o Convergence & Reusable o Mobile First

10 Develop a technical architecture providing the foundation to allow applications to evolve over time in a scaleable and flexible way

11 On-Premise Pros: All data is managed internally No monthly subscription fees Investments can be capitalized and depreciated Cons: In the event of a Company-wide loss of connection to the internet - No access for Customers or Publishing content Longer Implementation cycles Requires upfront investment On-going Hardware upgrades and maintenance required Requires multiple data centers for geographically distributed failure zones

12 Cloud Hosted Pros: All hardware and services are managed by a third-party Less IT staff needed Simplifies installation and configuration Globally distributed data centers ensuring high availability Cons: Increased O&M costs, with increased variability Less control over hardware and scalability strategy You will lease not own software Difficult to maintain country blocking of authenticated access to DMZ apps/web services Components spread across multiple vendors and hosting types

13 Hybrid Pros: Ability to quickly respond to increases in demand (ex. storms) Ability to shift mix of cloud vs. on-premise usage as needs evolve Leverage expertise of providers in managing respective technologies The vendor is responsible for upgrades, uptime and security Ability maintain country blocking of authenticated access to DMZ apps/web services In the event of a Company-wide loss of connection to the internet content can still be published to the WEB Cons: Increased O&M costs, with increased variability Components spread across multiple vendors and hosting types Increases management complexity

14 Recommended Solution Hybrid deployment for the technology platform. All low volume components or components requiring more security control (ex. Authoring environment, back-end services) would be hosted on Premises. All high volume components or components needed only infrequently will be hosted on the cloud which offers scalability, flexibility and high availability.

15 DCX Program & Platform Public Website Non-authenticated Public Website Transactional Mobile Application Core Application Platform Identity Access Management (IAM) Web Service Platform Content Management System (CMS) Feature Platform Customer Engagement Customer Service Chat Web Survey Solution Preference Management Center

16 Cloud Features Account Overview

17 Cloud Features Billing and Usage

18 Cloud Features Chat

19 Cloud Features Security

20 Cloud Features Preferences

21 Questions? Charles Kiely Matt Sexton Thomas L. Kuczynski Eric Mastroianni 21