SEPTEMBER 2017CIOAPPLICATIONS.COM8very CIO has a responsibility to understand the threats and opportunities that digitization represents for their company. Those opportunities are different in each entity and range from eradicating disruptions to business models, to material changes in operating models. In most industries, the changes already are or soon will be material.CIOs must lead these digital transformations to drive competitive advantage. Enterprise transformation requires vision, courage, talent, and credibility. Credibility enables the CIO to be an evangelizer, painting a vision of the future and gathering resources to realize that vision. Building credibility changes based on elements such as culture, business model, or geography. In a business like PSEG, which operates a large gas, electric, and generation infrastructure, the IT leader cannot build credibility without operating a digital environment as predictable and reliable as customers expect our services to be.Four years ago, PSEG embarked on an IT transformation to provide services that could be counted upon anytime, under any conditions. For a system to be operational, it must meet criteria such as acceptable performance, functional and data integrity, and availability. In 2012, PSEG experienced 1,162 minutes of unplanned outages across three SAP environments (SAP CRM, SAP Enterprise, SAP Human Resources, and Payroll) equating to 99.78 percent. While PSEG's SAP deployment is one of the most extensive worldwide among energy companies (Call Center, Work Management, Payroll, Customer Account, Finance, and Supply Chain all run in SAP), this level of performance was not acceptable for the U.S. leader in electric reliability.In 2016, PSEG experienced zero unplanned outage minutes across the same landscape. To accomplish these results, we focused on three areas: Engaging employees in defining a vision for a better future, deploying resilient JOSEPH SANTAMARIA, VICE PRESIDENT ­ INFORMATION TECHNOLOGY AND CHIEF INFORMATION OFFICER, TIMOTHY WEEKS - SENIOR DIRECTOR APPLICATION SUPPORT, PSEG SERVICESBUILDING CREDIBILITY THROUGH EXCELLENCEEJoseph SantamariaIN MYVIEW
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