A modern systems operation center (SOC) with current technologies integrated into the daily workflow will certainly increase efficiencies in outage and trouble call response dispatch times. In some cases, it can also reduce outage duration times. Ultimately, having a modern systems operation center will increase service reliability and decrease costs associated with prolonged outages. According to CRN Project 04-42, Distribution Dispatch Centers, A Guide to Design and Implementation, “Advances in technologies for Systems Operation Centers offer more efficient and cost-effective ways to carry out operations.”  Some of these advances in technology include the use of integrated systems such as an outage management system, a geographical information system, a customer information system, advanced metering infrastructure and a supervisory control and data acquisition system. Most importantly, safety will be enhanced for both crews in the field and the general public.

Customers expect a higher level of service in this age of technological advances. Having the ability to analyze the abundance of real-time data enables the utility to better communicate outage statuses with businesses and residential customers. The following critical areas of systems operation center integration with advanced distribution automation and outage management have been analyzed:

• Outage Management System (OMS)
• Geographical Information System (GIS) 
• Automatic Vehicle Locators (AVL)
• Advanced Metering Infrastructure (AMI) 
• Down-line Intelligent Electronic Devices (IEDs)
• Supervisory Control and Data Acquisition (SCADA) 
• Advanced Distribution Automation System (ADA) 

Smart Energy Source partners can optimize their assets and leverage their resources by integrating dispatching, crew tracking and system monitoring into a systems operation center. This will provide significant benefits to each entity, as well as the entire community, as described in the Smart Energy Source Business Plan. Added benefits through system monitoring of intelligent electronic devices can be obtained through the use of advanced distribution automation. 

Business Model Challenges
Implementing a systems operation center presents several challenges that culminate when trying to integrate multiple entities. However, by proactively addressing these challenges and creating flexible, effective solutions, the end goal of improved reliability and asset management will be realized. The systems operation center will allow the entities involved to streamline tasks, reduce costs and improve customer service.

Challenges associated with the new business model involve business processes, organizational structure, data accessibility, work applications, technology integration and financing. Each challenge can be broken down as shown in the tables below.

Business Process Challenges and Requirements
The challenge of implementing a systems operation center involves integration with current workflow processes. This will enable the systems operation center to streamline tasks, reduce costs and improve customer service. Ultimately, improved reliability and asset management are the goals.

Business Organization Challenges and Requirements
Implementing a systems operations center will require facility investments as well as training for employees. Support staff will be needed for integrations, and workflow will need to be determined for process mapping. See Case Study UA 3.0

Business Data Challenges and Requirements
Data collected and stored from multiple utility systems such as an outage management system, supervisory control and data acquisition, advanced distribution automation, customer information systems and geographical information systems will need to be integrated with other utility systems and processes. Data accessibility is also needed to complete critical business functions.

Business Application Challenges and Requirements
The systems operation center will require multiple utility systems integration with built-in workflow for process efficiency. Software maintenance and upgrades will always be needed, as well as process monitoring, to manage daily workflow.

Business Technology Challenges and Requirements
Communication technologies and integration with multiple utility systems is always a challenge to manage and can be costly if multiple utility systems are running autonomously.