Energy & utilities
Electricity distributors and generators, gas distributors, fuel retailers and water utilities, where millions of customers need a bill they understand, an outage update they can trust and a connection on time. We build customer and field journeys, consented data and the communication that holds when the grid is under strain.
Where the rules biteMap of all forty-one industries
What is shifting
Consumer rights now come with timelines, smart meters turn bills into data and rooftop solar makes customers producers. Each shift names what it demands, with a fact you can check.
It demandsConnection, billing and complaint journeys that track every deadline the rules set.
SignalUnder the 2024 amendment to the Electricity (Rights of Consumers) Rules, a new connection must be given within 3 days in metropolitan areas, 7 in municipal areas and 15 in rural areas.
It demandsUsage insight, prepaid balances and alerts customers can act on, with their data protected.
SignalThe 2023 amendment to the consumer-rights rules introduced time-of-day tariffs, applied as smart meters are installed.
It demandsProsumer journeys from application to the net-metered bill.
SignalSince 2024, rooftop systems up to 10 kW need no technical feasibility study, and must be commissioned within 15 days of the installation certificate.
It demandsOutage communication that is fast, accurate and calm on every channel.
SignalThe CEA’s 2026 power-sector cyber regulations require incidents to be reported within six hours, from 1 April 2027.
The rulebook
The consumer-rights rules, state supply codes, the power-sector and national cyber rules, green claims and the data law, read for a utility. Your regulatory and security teams keep sign-off.
Frameworks we build to
Frameworks we design and build to — not a claim of certification.
Sometimes shapes the work
Central Consumer Protection Authority
Green tariffs, renewable claims and net-zero targets must be specific and backed by evidence; aspirational claims need an actionable plan.
We designEvery green claim names what it covers and links to its evidence or plan.
CCPA · Guidelines for Prevention and Regulation of Greenwashing or Misleading Environmental Claims, 15 October 2024 Official text: CCPA greenwashing guidelines, 2024
Shapes most of the work
Ministry of Power
Rights to timely connection, accurate metering and billing, reliable supply, compensation for failures and a 24×7 call centre; the 2024 amendment cut connection times to 3, 7 and 15 days and sped up rooftop solar.
We designEvery request carries its deadline, and customers see where it stands.
G.S.R. 818(E), 31 December 2020 · amendments of 2023 and February 2024 Official text: Electricity (Rights of Consumers) Rules, 2020
State Electricity Regulatory Commissions
Each state commission sets the supply code, the standards of performance and the compensation a distributor pays when it misses them.
We designJourneys and messages follow the commission’s own timelines and compensation rules, state by state.
Electricity Act, 2003 · SERC supply-code and standards-of-performance regulations
Often shapes the work
PCI Security Standards Council
Card-data security for bill payment, including the controls on scripts running on payment pages.
We designBill-payment pages ship with a script inventory and change detection.
PCI SSC · PCI DSS v4.0.1 Official text: PCI DSS v4.0.1
Often shapes the work
Ministry of Electronics and IT
Consumption data from smart meters is personal data: used for supply and billing, and for anything else only with consent.
We designUsage insight and offers built on meter data ask for consent per purpose, and access is logged.
DPDP Act, 2023 · DPDP Rules, 2025 (core obligations from 13 May 2027) Official text: DPDP Act, 2023 and DPDP Rules, 2025
Shapes most of the work
Central Electricity Authority
Covered power-sector entities report cyber incidents within six hours — sabotage of critical systems within 24 hours — appoint a CISO and coordinate with CSIRT-Power and CERT-In; mandatory from 1 April 2027.
We designCustomer platforms are segmented from operational technology, logged and covered by the incident runbook.
CEA · Cyber Security in Power Sector Regulations, published 31 July 2026
Indian Computer Emergency Response Team
Report cyber incidents within six hours of noticing them, and keep logs of every ICT system for a rolling 180 days, within India.
We designLogging and incident runbooks are built into customer platforms, not added after launch.
CERT-In · Directions under section 70B(6), 28 April 2022 Official text: CERT-In Directions, 2022
Often shapes the work
W3C
Bills, apps and outage pages usable by every customer, including those using assistive technology.
We designBills are designed as accessible documents, with the amount and due date as text.
W3C · WCAG 2.2 Official text: WCAG 2.2 AA
Compiled 3 October 2026. Our reading of typical programmes, not legal advice. Rules change; your counsel confirms how each one applies to you.
Challenges
What customers need from a utility on an ordinary day and in a storm — and what it takes when field, billing and contact centres each see a different picture.
Tariffs, slabs, time-of-day rates and arrears explained on the bill and in the app.
Outage updates with honest restoration times.
New connections and load changes tracked against their deadline.
What we build
A typical programme here draws on each discipline in this mix. Every line names what it builds for the industry and links to the capability that does the work.
Customer portals and apps integrated with billing, metering and field systems, secure by design.
Connection, billing, outage and rooftop-solar journeys designed with customers and field teams.
Assistants that explain bills and outages from live system data.
Consented customer data and messaging for bills, outages and new programmes.
A public-service brand that reads as calm and clear in a crisis.
Campaigns for energy saving, safety and new programmes such as rooftop solar.
Programmes
Each programme is a real engagement shape: a package, a typical length and the number it moves. Lengths are typical, never promised — the first conversation sets yours.
The way in
We rank why customers call, and check connection, billing and complaint journeys against the deadlines in the rules.
What it hands over
02Milestone · 4–9 months
Bills, payments, connections, outages and rooftop solar in one app, integrated with the systems behind them.
MovesContacts resolved without a call
Services: End-to-end UX & UI design · Web or mobile app · System integration
Enquire about Customer app and portal03Project · 8–12 weeks
Templates, channels and triggers for outage notices and bill explanations, fed by live system data.
MovesOutage notices sent before the first complaint
Services: Email, SMS & WhatsApp set-up · Lifecycle journey build · UX writing & content design
Enquire about Outage and bill communication04Project · 6–10 weeks
Customer-facing systems tested, segmented and documented for the six-hour reporting clocks.
MovesFindings closed before go-live
Services: Compliance readiness · Penetration test (VAPT)
Enquire about Security and compliance readinessHow success is measured
The number we moveContacts resolved without a call
AI, under the rules
Every use case runs inside a guardrail, with a person approving what matters and a log a supervisor could read.
Use case 01
Measured byBill-related calls per thousand customers
Tested forOWASP LLM09 · Misinformation
Ships only with its evaluation set, its guardrail and an owner
Use case 02
Measured byOutage calls per affected customer
Tested forOWASP LLM01 · Prompt injection
Ships only with its evaluation set, its guardrail and an owner
Use case 03
Measured byTime from fix to customer update
Tested forOWASP LLM05 · Improper output handling
Ships only with its evaluation set, its guardrail and an owner
Work and insights
Projects in this industry are published once a client approves the write-up. Until then, here is what we have written on the rules that apply.
A typical programme · composite
An electricity distributor gave customers outage updates and connection tracking in one app, fed by field-crew status, so customers see the same picture the control room does.
Anonymised and illustrative: the shape a programme takes, never a named client.
Nothing published on energy & utilities yet. Ask us what we are seeing in the industry.
Ask usQuestions
Something else on your mind? Ask us directly
Yes: distributors, generators and city utilities, public and private, alongside fuel and gas retailers.
Yes, through the integration layer or APIs of your billing, metering and field systems — without exposing operational technology.
As personal data under the DPDP Act: used for supply and billing, consent for anything beyond that, minimum data and access logged.
That is grid engineering. We build the customer side: telling people quickly and accurately what the grid already knows.
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Tell us what you’re building. We’ll answer straight.
01About 2 minutes
You get A reply from a lead, not a sales queue
02About 8 minutesMost useful
You get Options and a first scope after one call
03About 15 minutes
You get Receipt confirmed and a named bid lead
Every engagement starts with a written scope and a quote agreed before work begins. How each package is priced
