Utilities and critical infrastructure
Utilities manage community-facing issues, vulnerable customers and coordination with public sector partners.
Work needs strong auditability, clear ownership and rapid coordination during incidents.
Case Cloud supports safe, auditable casework and multi-agency coordination alongside operational systems.
Who we work with in this sector
- Water companies
- Energy providers
- Broadband providers
- DNOs
- Customer vulnerability and community teams
- Emergency coordination teams
Typical challenges we see
Community impact cases needing clear tracking and communications
Vulnerable customer workflows requiring governance
Wayleave and stakeholder issues spread across email and spreadsheets
Emergency coordination across agencies and contractors
Audit requirements for sensitive customer casework
Sector use cases
Concrete scenarios we commonly support in Utilities and critical infrastructure.
Community impact
Track issues, communications, actions and outcomes.
Vulnerable customers
Risk flags and safe handling with consistent workflows.
Wayleave issues
Structured case tracking and stakeholder engagement.
Emergency coordination
Multi-agency tasks and accountability during incidents.
Relevant hero domains
How this sector maps to the solutions and capabilities we deliver.
Public protection & vulnerability
Vulnerability workflows with governance controls.
Learn moreNeighbourhood & public realm operations
Location-led operational casework and inspections.
Learn moreSecondary hero domains
Key enterprise patterns in this sector
The underlying patterns that recur in Utilities and critical infrastructure.
Vulnerable customer handling with audit and controls.
Explore this patternShared actions and accountability across agencies/contractors.
Explore this patternBenefits for each persona in this sector
Tailored messaging for the roles typically involved.
Senior Leader
- Better governance and visibility for community-facing casework.
- Reduced risk from missed actions during incidents and coordination.
- Clear reporting on outcomes and vulnerable customer support.
Service Director
- Consistent workflows for vulnerability and community impact cases.
- Better coordination with partners without uncontrolled email.
- Audit-ready timelines for regulated environments.
Operational Manager
- Task tracking and deadlines for incident response and follow-ups.
- Caseload dashboards for vulnerability and community issues.
- Better contractor accountability through structured workflows.
IT Lead
- Integrates with operational systems and customer platforms.
- Access controls and audit support sensitive casework.
- Avoids bespoke trackers for each community programme.
Data Lead
- Cleaner outcomes and actions data for reporting and assurance.
- Better visibility of repeat issues and hotspots.
- Exports to BI for performance and risk dashboards.
Frontline Leader
- Clear next actions and checklists during incident response.
- One place for communications and updates (within permissions).
- Less duplication across systems and spreadsheets.
How we fit alongside existing systems
Case Cloud complements operational and customer systems by providing a governed workflow layer for community-facing casework.
Typically integrates with
- Customer platforms/CRM
- Operational systems (network/asset tooling)
- GIS/location systems
- Document and communications tools
- BI/reporting
What this means in practice
- Keep operational systems as the system of record; orchestrate casework on top.
- Governed information-sharing and audit trails.
- Faster coordination with public sector partners when it matters most.
Sector stories / case studies
Proof points from organisations like yours.
Vulnerability handled consistently
“Risk flags and follow-ups were clearer, improving both safety and audit readiness.”
Typical: Energy provider
Better incident coordination
“Shared actions and deadlines reduced confusion during multi-agency response.”
Typical: Utility incident team
Ready to explore Utilities and critical infrastructure?
Talk to us about your workflows, partners and how we can start small and scale.