Case Study
How a Utility Company Transformed Operations from 60 Days to Just 4
Kevin McCormick
1 min read
Category 1
Industry:
Company size:
Business goals:
Business results at a glance
Reduced connection request time
Digitised & Automated
Key components of a highly manual workflow
Scalable platform
For future process improvements delivered
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Aurora Energy is a major New Zealand lines company, responsible for maintaining the power distribution network across the Otago region, including Queenstown, Wanaka, Clutha, and Dunedin. Facing a surge in housing and commercial development in Central Otago, Aurora’s existing manual connection request process, dependent on PDF forms and paper workflows, was taking up to 60 days to complete. This delay caused frustration among developers, electricians, and residents awaiting connection.
Partnering with Experieco, Aurora sought to dramatically reduce processing times by digitising and automating the new connection application process. Leveraging the OutSystems low-code platform, the project set out to deliver a modern, customer-friendly portal that could streamline workflows and integrate with existing systems.
Context
Legacy manual processes created significant operational bottlenecks, with negatively impacting customer experience and compliance.
Key pain points
Excessive connection request turnaround time (~60 days)
Slow, error-prone paper-based, PDF-driven workflows
Increased regulatory and public pressure due to service delays
Limited ability to scale processes in line with regional growth
The Experieco solution
Experieco designed and built CARD from the ground up to meet NZAA’s unique business rules and operational requirements:
Digital Portal Build
Using OutSystems, Experieco developed a secure, user-friendly portal for developers, electricians, and contractors to submit and track new connection requests.Workflow Automation
Automated key stages of the connection process to remove unnecessary manual handling.System Integration
Integrated the new portal with Aurora’s existing operational systems to ensure data accuracy and avoid duplication.Phased Rollout
Delivered initial high-value automations first, with further enhancements implemented over 12–24 months.
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Long-Term Impact
Increased operational efficiency: Freeing staff from repetitive, low-value tasks.
Improved customer satisfaction: By enabling faster power connection for new developments
Enabling Continuous Process Improvement: Provided a platform for ongoing process improvements across other business areas
Aurora managed its own user acceptance testing and training, while Experieco provided post-implementation support for this business-critical solution. The system has been running successfully for over four years since 2021 with minimal issues.
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