A public utility as a pioneers: Reporting portal today, utility platform tomorrow
How Eniwa is moving its electricity reporting system to ServiceNow - reducing processing time from 15 days to just a few seconds.
Background
Connection applications, installation notifications, inspections, safety certifications—the electricity reporting process is complex. At Eniwa AG, the leading regional utility in the canton of Aargau and part of the Swisspower Alliance, there was a need to optimize the system landscape. Existing processes were documented but suffered from data silos between the previous industry-specific solution, SAP, and manual reconciliation. This led to redundant data entry and limited transparency regarding the current status of pending applications.
Today, about one-third of all applications are approved automatically within seconds. Eniwa AG was able to fully migrate its electricity reporting system to ServiceNow, in close collaboration with Arctive.
It didn't start with a list of requirements, but with a question: Where do we want to be in two years?
Their vision was: “In two years, the status of any application will be clear at any given time. Communication will be largely automated, and master data management will be system-supported. Eniwa employees will be able to focus on complex cases. Processes will be well-defined and standardized, which will simplify the onboarding of new employees and make it easier to adapt to changing conditions.”
This vision shaped the project. Arctive served as an agile implementation partner with deep subject matter expertise, actively contributing ideas and implementing requirements step by step.
Reporting portal of Eniwa AG
Arctive’s agile approach makes it possible to respond quickly and easily to changing requirements. A deep understanding of reporting systems rounds out their skill set and has led to the very rapid rollout of our reporting portal.
– Peter Hötzendorfer, Project Manager and GIS Manager, Eniwa AG
Technical Implementation: Centralized Platform Strategy
The technical solution is based on a central portal on the ServiceNow platform, which completely replaces the previous line-of-business solution and seamlessly integrates core processes: Technical Connection Requests (TAG) and Installation Notifications (IA). All processes are now in production.
The platform serves as a shared workspace for external installers and internal teams. A bidirectional interface between ServiceNow and SAP ensures a consistent database. Single-entry data capture reduces redundancies and ensures data quality across all systems.
Measurable Results in Everyday Life
A solution is only effective if it noticeably reduces the workload in everyday life. At Eniwa, this success is measurable: About third of all applications are approved automatically within seconds. A technical connection request for a solar PV system, which used to take 7–15 days, is now processed within seconds. What used to involve follow-up inquiries, corrections, and waiting times now runs fully automatically. Safety consultants notice this right away:
No more saving documents, no more writing emails, and - thanks to required fields - no more incomplete forms. And all of this for every single IA. The process runs smoothly. That frees up my mind for the cases that really deserve my attention and gives me the flexibility to devote the time they need.
- Matthias Riesen, Grid Connection Safety Advisor, Eniwa AG
Recording and Approval of a Technical Connection Application
Dashboard with key metrics for TAG processing
Outlook: Next Phases and Other Divisions
The project is moving forward. Phase 2 has already begun with three specific goals: replacing the existing system, conducting periodic checks, and introducing a measurement concept matcher to further automate processes and ensure quality. However, the vision extends further: electricity was just the beginning. The established platform architecture is currently being analyzed for the gas, water, and heat sectors. Consistent user guidance, reusable process logic, and end-to-end data quality can be applied to any new sector—not as a new project, but as an extension of something that already works.
Conclusion
The reporting process is complex. However, ServiceNow’s solution significantly simplifies it by providing clarity and end-to-end consistency. Eniwa AG is the first Swiss municipal utility to demonstrate that sophisticated regulatory processes and ease of use can go hand in hand. What began as an optimization project is now the foundation of a forward-looking platform strategy. The vision from two years ago has become a reality. Complexity remains, but it doesn’t have to be visible.