NPC Moves 2,500+ Utility Technicians from Legacy Workflows to Mobile-Enabled Execution

The Client

The Primary Electric Utility Serving the Hawaiian Islands

The Challenge

Transition field technicians from established legacy workflows to mobile-enabled work execution across a 2,500-employee utility overcoming frontline resistance to a fundamental change in how daily work is received, performed, and closed out, while keeping service reliability intact throughout deployment.

How We Helped

  • Assesed frontline readiness and surfaced the specific sources of resistance among technicians early, distinguishing skepticism about the technology from concerns about how mobile execution would change job expectations, autonomy, and performance visibility.
  • Designed a change and adoptions strategy built around the supervisor layer, recognizing the field technicians take their cues from immediate supervisors rather than program communications. We equipped supervisors with talking points, coaching guidance, and reinforcement tools to lead adoption in the field.
  • Delivered role-based enablement for technicians on mobile work execution, pairing training with hands-on field support during deployment so crews could get answers in the flow of work rather than after the fact.
  • Established communication and feedback channels between the field and the program team, giving technicians a route to raise issues and see them addressed converting early resistance into engagement as the deployment progressed.

The Results

Early-stage resistance among field technicians declined measurably as deployment progressed, and supervisor reinforcement emerged as the strongest driver of sustained adoption establishing a field-led adoption model the utility carried into subsequent technology rollouts.