Technical connection requests approved in seconds instead of days
How CKW automates the approval of 80% of technical connection requests using a new ServiceNow workspace.
Background
The submission and approval of a technical connection request is a core process at CKW: Installers and solar technicians submit requests when they wish to connect properties to the power grid or modify existing connections. Until now, this process offered room for improvement due to manual interfaces and cross-system steps—both during data entry by installers and during subsequent processing by CKW’s technical experts. The goal: a seamless, largely automated process - from application submission to approval.
Simplified submission process for installateurs
Thanks to the integration of the federal government’s geoportal (geo.admin), installers now have new options for submitting connection requests. An intelligent search function—by address, Federal Building ID, parcel number, or serial number of a CKW meter—leads directly to the desired property. In the background, the map is automatically matched with CKW’s master data. There is no need for manual linking of requests and existing master data. The process starts immediately—completely and accurately.
High level of automation
Thanks to improved portal data entry, connection requests are received by CKW with all relevant information -no more and no less. Immediately afterward, an automatic grid calculation begins in the background: Using master data and NIS data, the system analyzes the current situation surrounding the property in question:
- Does the house connection need to be reinforced?
- Is there sufficient capacity for potential power feed-in?
- Is there a bottleneck at a substation?
If everything checks out or only minor adjustments are required, the application is automatically approved. The approval letter is sent as a PDF via email directly to the applicant. In 80% of all cases, the installer receives a response with the approval letter within seconds. After approval, the updated data is automatically transferred to all relevant external systems—ready for the next applications and grid calculations.
Before the project, it took a week to process a connection request. We thought a one-hour turnaround time would be great. Now it takes six seconds. That’s a quantum leap in terms of increased efficiency.
- Thomas Reithofer, Head Division Grid & Member of the Executive Board
CKW - Centralschweizerische Kraftwerke AG
The Workspace as the Central Source of Truth
Not every application can be processed automatically. For special cases that require manual review, the new workspace provides everything CKW’s subject matter experts need - intelligently, contextually, and all in one central location.
Tasks open as a “side-peek” directly in the same window as the application. Switching between tabs is a thing of the past. Calculations, results, and reasons for decisions are presented clearly and transparently. Tasks include pre-prepared solution suggestions that support the user and help them reach their goal faster.
From a one-week lead time to six seconds—that’s not a tenfold increase. It’s a 100,000-fold increase.
- Thomas Reithofer, Head Division Grid & Member of the Executive Board
CKW - Centralschweizerische Kraftwerke AG
Key Facts
- 80% of applications are approved fully automatically
- Approval within seconds
- Federal Integrated Geoportal (geo.admin)
- Centralized workspace with no need to switch tabs
- Automatic data transfer to all peripheral systems
Looking ahead
With the new TAG Workspace, CKW has taken a major step toward a digital, efficient energy supply. The process has become faster, more transparent, and significantly easier for everyone involved. And this is just the beginning: Other CKW processes will be gradually migrated to similar workspaces—so that more and more employees can carry out their daily work clearly and efficiently on the ServiceNow platform.