ESO's Digital Transformation: Modernizing Energy Networks with GIS

ESO, one of the largest energy providers in the Baltics, embarked on a transformative journey to modernize its operations and services using GIS technology. Historically burdened by Soviet-era bureaucratic practices and paper-based workflows, ESO faced challenges in efficiency, customer satisfaction, and data quality. The digitization of its network began in 2005 and gained momentum in subsequent years.

The implementation of Esri’s ArcGIS Utility Network brought about a paradigm shift. ESO replaced all paper-based processes with digital solutions, introducing mobile applications for field operations and self-service portals for customers. The GIS portal provided real-time network visualization, task monitoring, and data sharing across departments. Customized dashboards allowed employees to assess network quality and plan operational tasks effectively.

One of the standout achievements was the self-service portal, which enabled customers to manage service requests, track progress, and make payments without visiting physical offices. This not only reduced service connection times but also significantly boosted customer satisfaction. The integration of mobile devices in field operations improved safety, reduced errors, and enhanced service quality.