Insights

The Digital Transformation of Utility Management

I recently re-read the story of the transition from manual telephone switch boards to automated switch boards and I couldn’t help but consider how this could apply to our own industry. Back in the 20th century, as more people and businesses began relying on telephones, the manual switchboard system became overwhelmed. When a call was received, the operator would insert the answering plug (one end of a patch cord) into the caller’s jack, establishing a connection to that line. The operator would then speak through a headset to ask whom the caller wished to reach. Once the recipient was identified, the operator would insert the calling plug (the other end of the patch cord) into the jack associated with the recipient’s phone line and ring the recipient’s phone by sending an electrical current to signal the incoming call.

The system was labor-intensive and you can imagine the challenges in handling the growing volume of calls. Operators were unable to keep up with the volume, leading to delays and errors in call handling. The system required a significant and increasing number of operators to meet demand. That is, until and breakthrough was discovered…

The development of automatic telephone switching systems replaced manual switchboards and revolutionized the industry. Eventually, rotary dial allowed the user to directly input the number they wished to reach. Our industry is facing the challenges of the early telephone industry, and I believe that we are on the verge of a similar breakthrough. In fact, I think the future is already here, it’s just not evenly distributed.

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