Software & AI for municipal utilities, grid operators and public administration
You ensure security of supply. Time for your processes to run just as reliably.
Energy suppliers, municipal utilities and public administrations face the challenge of managing increasingly complex processes efficiently, securely and with a strong service focus. Historically grown system landscapes, media breaks and manual workflows often slow down digitalization. We help you connect processes, integrate specialist procedures and systems seamlessly and create end-to-end digital workflows.
Years of experience in the energy sector and public services20+
Challenges
The biggest challenges for energy suppliers,
grid operators and public administration
The utility sector is under pressure to transform, with several major changes to be managed at the same time. Generation is becoming decentralized and volatile, grids need smarter control, smart meters are rolling out, and expectations of fast digital service are rising – among citizens and business customers alike. At the same time, skilled workers are in short supply, and many core processes still run on systems built twenty years ago.
The result is a daily routine in which people spend a lot of time manually connecting systems that actually belong together.
Process breaks between trades lengthen processing times
Rising service requests meet overloaded customer channels
Grown systems and data silos as a brake on digitalization
Digital sovereignty and secure infrastructure
Many processes at grid operators, energy suppliers and in public administration run across several departments, trades and systems. Information is passed on by email, phone, Excel or between different specialist procedures, which creates media breaks, follow-up questions and waiting times and lengthens the process unnecessarily.
The classic grid connection makes the pattern visible. Before a new installation is connected to the grid, the case passes through numerous parties: request, on-site inspection, assessment, contract, installation planning, technician deployment, completion. In many organizations each trade only knows its own step and hands over to the next by phone, email or spreadsheet. The waiting times arise at the handovers between the steps, turning days into weeks and delaying processes.
Grid operators and utilities handle high volumes of requests: fault reports, connection questions, tariff and contract topics often run through the same overloaded channels. Without end-to-end ticketing and knowledge management, handling them requires a lot of staff, at a time of skills shortages. In public administration, too, the demands for fast, digital citizen services are rising while staff resources remain limited. Digital service processes and a central knowledge base can help handle requests more efficiently and relieve employees in the long term.
CRM, ERP, specialist procedures, portals and document management have grown up side by side over the years. Data exists in several places, is rarely up to date and lacks an end-to-end process view. Some core processes still run on solutions built twenty years ago.
Grown landscapes like these cannot be replaced in one go. Large organizations in particular find it hard: when two hundred employees have known a solution for years, switching is a major effort. That is why central sales or district heating processes in some places still run on simple databases that were never designed for today’s scale. In energy and water, the complexity of the interfaces adds to this: billing, market communication, metering, grid operation and customer service have to work together cleanly, often across system boundaries.
Unlike in finance or healthcare, the individual regulatory standard is rarely the focus in the utility sector. What counts is digital sovereignty: where is the data, and who has access to it? Requirements from the KRITIS and NIS2 environment, clean identity and access management and the wish to keep data in the EU shape every architecture decision. On top of this comes a high burden of documentation and evidence: cases have to remain audit-proof and verifiable, which puts additional strain on manual processes.
AIGENERATED
In day-to-day terms, that means
Grid connection and service processes run across many trades and systems
Customer service works with high volumes and growing expectations
CRM, ERP, specialist procedures and portals are not connected end to end
Rule changes from the energy transition have to be implemented quickly
Identities, access and data should remain reliably protected
Procurement often takes place through tendering procedures with long lead times
Documentation and evidence requirements take up additional time
Specialist systems such as billing, market communication and metering can only be connected cleanly with effort
Let us look together at which process offers you the greatest leverage.
Municipal utilities, grid operators and authorities: related processes, different priorities
Municipal utilities, grid operators and public administration are closely connected, but have different requirements and processes. The same digital solutions can be used in all three areas, but have to be adapted to the respective processes, priorities and conditions.
Utilities & suppliers
Municipal utilities & energy suppliers
At municipal utilities and energy suppliers, much revolves around the customer along contracts, tariffs and energy products – in both private and business customer business.
One focus is building a modern contact center that brings sales, marketing and service together on a single customer view. For suppliers with direct marketing, demanding market processes come on top, such as automated billing of decentralized generation plants.
Grid operators
Grid operators & regulated infrastructure
Grid operators manage core processes around grid connections, feed-in requests and expansion and maintenance measures. Digitizing the grid connection process is essential so that customer service, grid planning, approvals and field service work together efficiently and comply with regulatory requirements.
At the same time, photovoltaics, charging infrastructure and decentralized generation increase the volume of requests and the pressure on scarce grid capacity. Efficient, largely automated processes are therefore becoming the decisive success factor.
Authorities
Public administration & authorities
In authorities and organizations close to government, the focus is on citizen and business services, case processing, portals and the e-file.
The challenge is to connect applications, correspondence and specialist procedures without media breaks – from the citizen’s request through approval processes to digital record keeping. Automated document processing and AI-supported knowledge and research processes offer particularly great potential.
Why agenic
Projects in the utility sector rarely fail because of a single technology. They fail because specialist procedures, customer service, field work and billing do not mesh.
That is exactly where agenic comes in. We connect standard software, custom development and existing specialist systems into an end-to-end process chain – from the first citizen or customer request to the completed installation on site.
Many organizations in this sector do not start at the final expansion stage, but with the fundamentals. That is why we start where the process gets stuck today and build on from there.
Years of experience in ERP & custom software development20+
Locations in Germany10
Inway Systems & ObjektkulturMicrosoft Solutions Partner
Successful projects680+
AI agents
How AI agents relieve utilities, grid operators & administration
AI agents are no longer a promise for the future. In Microsoft Dynamics 365, Business Central and the Microsoft security platform, they already take on concrete tasks today in customer service, field service, finance and operations, and IT security.
For municipal utilities, grid operators and public administration, however, the benefit only emerges when these agents are connected to the right solutions, data and specialist procedures. That is exactly our work: we use AI where it demonstrably takes work off your hands in the process.
Customer service & contact center
Available · D365
Case Management Agent
Automatically captures customer and citizen concerns from emails and chats, creates matching cases and adds relevant information. This reduces manual effort for grid connection requests, fault reports, service requests and application queries.
Available · D365
Customer Intent Agent
Recognizes recurring customer concerns and intents, suggests suitable next steps and finds relevant knowledge articles. This makes it possible to handle requests about installments, meter readings, feed-in tariffs or citizen concerns faster and to route them in a targeted way.
Available · D365
Customer Knowledge Management Agent
Analyzes completed service cases, identifies knowledge gaps and helps maintain the knowledge base. This keeps expertise on grid connections, approvals, funding programs and energy topics permanently available.
Field service, finance & operations
Public preview · D365
Scheduling Operations Agent
Optimizes scheduling in real time, reacts to short-notice changes and recommends suitable dispatch measures. This keeps grid operators and municipal utilities flexible even during faults and unplanned jobs.
Available · EN
Payables Agent
Processes supplier invoices automatically, identifies vendors and creates posting proposals for review. This helps municipal utilities and municipal companies reduce the effort of invoice entry and speed up their accounting processes.
Extended preview
Account Reconciliation Agent
Supports the reconciliation of sub-ledgers and general ledgers, identifies discrepancies and proposes suitable corrective measures. This makes closing and control processes at municipal utilities and public institutions more efficient and transparent.
Identity & security
For operators of critical infrastructure, cybersecurity is not an option but a basic requirement. The following agents relieve security teams, especially when handling large volumes of security alerts.
Available · Phishing & email
Security Alert Triage Agent
Analyzes reported phishing, identity and cloud security incidents, assesses their relevance and provides traceable reasoning for every decision. For municipal utilities, grid operators and authorities, this means faster prioritization of critical security events and less time spent handling false alarms.
Preview
Data Security Triage Agent
Prioritizes data protection and DLP (data loss prevention) alerts, highlights critical incidents and reduces manual analysis effort. Authorities benefit, for example, when processing sensitive citizen data, while municipal utilities and grid operators can identify risks around customer, grid and operational data faster.
Available · Microsoft Entra
Conditional Access Optimization Agent
Analyzes existing access policies, compares them with Zero Trust recommendations and helps identify possible optimizations. For critical infrastructure operators and administrations with high compliance requirements, the agent helps make access to critical systems, specialist procedures and cloud services continuously more secure.
More agents
Beyond this, Microsoft provides further specialized AI agents for sales, procurement, compliance and identity management. For municipal utilities, grid operators and authorities, we currently see the greatest practical benefit in customer service, field service, finance processes, cybersecurity and custom-built Copilot Studio agents.
Curious how AI agents can optimize your processes?
What matters is not the individual agent, but its integration into existing specialist procedures, business processes and data sources. Only then does measurable added value emerge in day-to-day operations.
For comprehensive service automation across voice and chat channels, we also work with our partner Parloa. Standard requests can be handled automatically, while complex or critical concerns are passed on to employees in a targeted way.
Standard agents cover many tasks. At energy suppliers, grid operators or authorities, however, there are numerous specialist processes and industry-specific requirements that standard agents cannot fully cover. That is why we use Microsoft Copilot Studio to develop tailor-made AI agents that work directly with your specialist procedures and your GIS, ERP, CRM and document systems, creating the greatest operational value for your organization.
Typical scenarios for custom AI agents at energy suppliers, grid operators and authorities
Digitizing grid connections
The AI agent collects documents, answers follow-up questions and supports the processing of grid connection or feed-in applications.
Capturing fault reports intelligently
The AI agent receives reports, structures the information and passes it on to service and fault-clearance processes.
Preparing applications and approvals
The AI agent checks documents for completeness and prepares cases for the case handlers.
Relieving citizen and customer service
The AI agent answers recurring questions about tariffs, fees, meter readings, moves or processing status.
Making knowledge and documents usable faster
The AI agent searches guidelines, statutes, technical documentation and internal knowledge sources.
Connecting specialist procedures intelligently
The AI agent retrieves information from CRM, ERP, GIS and specialist applications and supports case processing.
Supporting forecasts and planning
The AI agent evaluates operating, consumption or metering data and provides a basis for decisions in planning and operations.
Do you have individual scenarios and need a tailor-made AI agent for your specialist processes?
Services
How we develop utility and
administration processes further
Municipal utilities, grid operators and authorities face similar challenges: information is spread across different systems, outdated legacy systems no longer meet process and security requirements, processes run across several departments and many steps are still handled manually.
Our approach is therefore not to introduce individual software products, but to digitize and connect your processes end to end. We connect customer service, field service, specialist procedures, ERP systems, data platforms and AI solutions into a shared process landscape. This creates end-to-end workflows in which information is captured only once and is available to everyone involved at all times.
We build this process landscape from a few clearly defined building blocks:
D365 Customer Service
Customer service & contact center
Dynamics 365 Customer Service maps requests, fault reports and cases end to end – from the first contact through the ticket to final resolution. Whether citizen concerns, grid faults, contract questions or service requests: all information is brought together centrally.
D365 Field Service
Field service & technician dispatch
Service cases turn seamlessly into field service orders. Technicians automatically receive the necessary information, locations and priorities, while dispatchers keep track of ongoing jobs at all times.
AIGENERATED
D365 Sales
Sales & CRM
Dynamics 365 Sales brings customer, contract, property and partner information together in one central place. This creates a single view of customers, citizens, business partners and ongoing cases.
D365 Business Central
ERP, finance & procurement processes
ERP systems form the basis for finance, controlling, purchasing and operational processes. For municipal utilities and municipal companies, we implement Dynamics 365 Business Central as an integrated ERP, automating finance and inventory management. We support larger and more complex organizations with Dynamics 365 Finance and Supply Chain Management.
Migration
Legacy systems & specialist procedures
Instead of replacing systems across the board, we assess together which systems continue to create value and which processes can be mapped more efficiently on modern platforms. We integrate, modernize or migrate existing solutions such as SAP IS-U, SAP S/4HANA Utilities, Wilken ENER:GY, Schleupen CS, kVASy or custom applications as needed – with minimal operational risk and quick wins.
Custom development
Custom software
Where standard software reaches its limits, we develop tailored solutions. We integrate specialist procedures, portals, interfaces, data preparation, individual business processes and industry-specific requirements, and create exactly the functions that are relevant for your organization.
Integration
Integration & automation
Existing systems for billing, market communication, metering, document management or specialist procedures are retained and connected with one another via modern integration platforms. This creates end-to-end processes instead of isolated applications.
Microsoft Copilot Studio
AI agents for specialist processes
Standard agents and custom Copilot Studio agents support employees in processing applications, grid connections, fault reports, service requests and documents. The agents access existing specialist procedures, CRM, ERP and knowledge systems and take on exactly the tasks that cost unnecessary time today.
Microsoft Azure & Fabric
Data, cloud & AI
With Microsoft Azure and Microsoft Fabric, we bring together data from different sources and create the basis for reporting, analytics, forecasts and the use of AI agents.
Microsoft Entra
Identity & security
With Microsoft Entra, we ensure that identities, permissions and access are managed centrally – traceably, audit-proof and suited to KRITIS and NIS2-related requirements.
Operations & support
Managed services & operation
As part of our application lifecycle management, we continue to support you after go-live with the operation, support and further development of your solution. We also take over existing systems and custom developments from other providers after an onboarding phase.
Our stance
Microsoft as a basis – not a condition
Those who work in the Microsoft ecosystem benefit from the full interplay of the platform. Those who deliberately take a different path or want to keep data in their own data center get custom-developed solutions from us, whether in the cloud or on your premises. We follow your strategy, not the other way round.
Together, we analyze your processes and identify the building blocks that deliver the greatest value for your organization.
Cases run end to end instead of across media breaks between CRM, ERP, specialist procedures and portals
Field service and technician deployments become plannable and traceable
Regulatory changes from the energy transition can be implemented faster
Data stays secure, access stays traceable (in line with KRITIS and NIS2 requirements)
Manual effort in billing, administration and field service goes down
Customer service handles more requests with the same team
Typical processes in the utility and public administration environment
Grid connectionFault reporting & fault clearanceCustomer service & contact centerField service & technician dispatchMarket communication & billing (integration)Citizen & business servicesCase processing & e-fileIdentity & access management
Typical projects
CRM & ERP modernizationEnd-to-end grid connection processContact center setupService automation with AIField service managementSpecialist procedures & portalsIntegration of billing & specialist systemsReplacement of legacy systemsData preparation & forecastsIdentity & security modernization
References
Successful projects speak for themselves
Results that have arrived in day-to-day business
Implemented by Objektkultur
Virtual power plant: direct marketing automated
For one of Germany’s largest energy suppliers, we built a scalable Azure platform that automates the direct marketing of renewable energy – from billing to regulatory processes such as Redispatch 2.0. Invoicing now runs in a highly automated way via Azure Logic Apps, and redispatch requests are validated and archived in an audit-proof manner.
Benefits at a glance: 10,000 settlements in a few hours instead of several days · more than 10,000 plants managed with a much leaner team · quickly adaptable to new market and legal requirements.
Implemented by Objektkultur
Digital legal file as a future-proof filing solution for emails and attachments
At the municipal utility, the legal department’s communication was scattered across Outlook and local storage. An interface between Outlook and SharePoint created a digital legal file: emails and their attachments are moved by drag and drop into the right departmental structure, metadata is recognized automatically, and a central search finds every document across all repositories – with a permissions and role concept for sensitive data.
Implemented by Objektkultur
End-to-end processes from exhibitor contact to billing
For Messe Berlin, we introduced Dynamics 365 Sales and Customer Insights and standardized the entire lifecycle of the exhibitor business, from planning to support, on one platform. Event-specific exhibitor portals with a web shop were connected via Azure Integration Services, as was the existing SAP system for billing. Sales, portals and billing now work on a unified data basis instead of in separate silos.
Implemented by Objektkultur
One platform for GDPR- and EU AI Act-compliant AI adoption
One of the world’s largest trade fair companies no longer wanted to check its many AI projects individually against the GDPR and the EU AI Act. Together we created a central AI platform based on Microsoft Copilot Studio, AI Builder and Azure AI Foundry: new agents start here on a shared technical and legal foundation, so a large part of the compliance review is already covered by the platform. As the first productive use case, we developed an HR agent that answers recurring HR questions and relieves the HR department.
More projects from energy and public services
Energy supplier
Data made usable along the entire renewable energy value chain
For one of Germany’s largest energy suppliers, we built an open data platform on Microsoft Azure. It brings together data from many systems and makes it available to all departments via interfaces. A dashboard centrally shows the scheduling of service technicians with their availability, complemented by yield and revenue forecasts from complex calculations in the background.
Energy supplier
Learning that arrives in everyday work
For one of Germany’s largest energy suppliers, we further developed an existing learning app with the Microsoft Power Platform. Employees create new learning paths themselves via an admin interface. Gamification elements such as progress indicators and badges increase engagement, and an accessible design with voice control opens the app to everyone. The data basis moved to Dataverse, with clean development and test stages.
Public services
A CRM that grows with new workflows
A non-profit organization from the public services sector was working with a historically grown on-premises CRM from 2016 that hardly allowed any further customization. With Dynamics 365 Sales and Customer Insights Journeys, a cloud solution emerged with a 360-degree view of contacts, GDPR-compliant marketing automation and fully automated system integration via Azure Pipelines.
Is your organization facing similar challenges, and would you like to learn more about our projects?
Whether customer service, grid connection, field service, custom development or the integration of existing specialist systems – in the initial consultation we analyze your starting situation together and show possible solutions.
Frequently asked questions from utilities and administration
How do we digitize our grid connection process without replacing all specialist systems?
The grid connection runs across many trades: from the on-site inspection through contract and installation planning to technician dispatch. We map this process end to end in one solution and integrate your existing specialist systems. All parties work in one tool and see the status of every case, while your core systems remain in place.
Which processes in the utility sector are already suitable for AI agents today?
AI is particularly well proven in customer service and offers great potential for the utility sector: summarizing conversations, finding similar cases, suggesting suitable answers and, in the next stage, resolving some standard requests via chatbot. Grid operators with high request volumes benefit fastest here.
What examples are there of AI in public administration?
In authorities, AI delivers the most value today where high case numbers meet scarce staff resources: automatically reading incoming applications and documents and checking them for completeness, categorizing cases and assigning them to the right unit, making knowledge from specialist procedures and files searchable, and answering recurring citizen inquiries via chatbot. We implement these use cases with Microsoft Copilot Studio and Azure in compliance with the GDPR (with data residency in the EU on request).
Does agenic also offer ERP solutions for municipal utilities and suppliers?
Yes. For small municipal utilities and municipal companies, we introduce Dynamics 365 Business Central as an integrated ERP for finance and inventory management. We bring larger and more complex organizations onto a scalable ERP foundation with Dynamics 365 Finance and Supply Chain Management.
To what extent are the solutions tied to Microsoft technologies?
Our solutions are not fundamentally tied to Microsoft technologies. If you work in the Microsoft ecosystem, you benefit from the full interplay of the platform. If you take a different path or want to keep data in your own data center, we develop custom solutions for you, whether in the Microsoft cloud or on your premises.
How secure is our data as critical infrastructure?
In this industry, digital sovereignty matters most: where data is stored and who accesses it. We rely on identity and access management with Microsoft Entra, keep data in the EU on request and make access traceable (in line with KRITIS- and NIS2-related requirements).
Does agenic also take on operation and maintenance after go-live?
Yes. Through our managed services as part of application lifecycle management, we take on operation, support and further development – with hypercare at launch, dedicated contacts in Germany and a service level agreement with clear response and resolution times. We also continue to support existing applications from other providers after an onboarding phase.
How can your process landscape be developed further in a future-proof way?
Get advice from our experts
Your contact
Whether customer service, grid connection, field service, custom development or the integration of existing specialist systems – in the initial consultation we analyze your starting situation together and show possible ways forward. The initial consultation takes around 30 minutes and is non-binding.
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