EUROPE short space of time unless we radically change what we do and how we do it . The merging of IT and OT is already happening across SGN and we therefore need to develop and provide the services that will grow that phenomenon . This means a fundamental change in how we run our IT services and indeed challenging and changing our thinking on what IT even is .”
One of the major ways technology has affected SGN , is the way it works with customers , particularly when it comes to mobile devices . “ The expectation from customers is they are updated instantaneously through social media when there ’ s a service disruption . This requires a digital platform which we just don ’ t have at the moment . This will be a huge transition for us as our customers now want real-time information . They want to be informed before anything happens and they want it through numerous devices , operating systems and mechanisms ; not just a website .” This is something all customerfacing organisations are dealing with , Quail recognises , from retailers to large-scale utilities such as a gas distribution network like SGN .
In order to provide this instant information to customers , SGN also has to change how it works in the field . It ’ s not just about having a sparkly new app or Twitter account , the data must be managed correctly in the first place . “ We ’ re now introducing all sorts of other enablers digitally to our field workforce to help them capture , access and share data which currently , can be quite www . sgn . co . uk 43