Users of critical infrastructure – for example, the electrical grid – are not really known for being blessed with outstanding customer service from their respective providers. Instead, for operators/providers – i.e. utilities – of a public good such as electricity, customers seem not to be the primary consideration given that utilities have a legal “obligation to serve”, which, in turn, does not create real incentives for proper engagement with the power customers who are at their mercy.

However, a new report by the World Economic Forum sees a shift occurring; namely, from what used to be “an engineering-driven endeavour, which [put] greater emphasis on the asset than on the user,“ to a more customer-centric approach by trying to understand what the customer’s needs and wishes are and adapt accordingly. In this respect, smart technologies to refine user performance play a prominent role. The report by the World Economic Forum describes the current state of digitization as follows:

“Currently no pressing need for additional innovation exists, as many smart technologies are already available and have been tested. Better and wider application, however, is needed. By harnessing the new technologies aptly, infrastructure providers can ease many of the traditional quality-cost trade-offs and achieve win-win solutions.”

The following infographic depicts interesting examples of already implemented smart technologies around the world.