Holding onto “Tribal Knowledge”
Recent data from the Department of Energy (DOE) indicates that approximately 60% of electric utility workers will be eligible for retirement in the next five years. The impending loss of the most skilled and knowledgeable workers in the industry has put many utility companies on red alert. This potential workforce crisis means that companies have just a few years to transfer what’s often referred to as, “Tribal Knowledge” from those retiring to those who will have to fill their shoes.
Many utility workers hold positions within their companies for nearly 30 years, so one can easily imagine the amount of intangible knowledge and varying experiences that each worker has. What companies really need is a way to tap into the experienced worker’s knowledge while traveling in the field. Better yet, they would like to find a way to limit travel in the field; traveling hundreds of miles to analyze and solve problems poses its own set of risks, from driving hazards to on the job injuries. When something goes wrong on the grid, lives are at risk.
Challenges in the Field
Much of the information and knowledge needed by today’s utility worker is stored in a computer or in the cloud, and is not accessible in the field by the organization’s workers. Because of this, institutional knowledge and expertise decreases. Many companies today are purchasing collaboration solutions, including web meeting software, video and Internet-based phone systems. This package is intended to upgrade collaboration across business units, address the issues of lost tribal knowledge, increase workforce effectiveness and manage company priorities arising from their aging workforce. Challenges faced include a slow, sub-optimal rollout plan, forced by lower company revenues. Analysis points to automation of capture and storage of knowledge, utilities could take advantage of their expert employee’s skills and leverage their knowledge for less experienced workers in the field, thereby giving a good return on investment for early deployment of mobile collaboration.
There are three immediate problems to resolve: access to Tribal Knowledge, better utilization of experts for training, and improving safety for the mobile workforce traveling in the field. Companies remind us on a regular basis that training a utility lineman can take 10 years or more – and the average age of the current power lineman workforce is 47-years-old. Utilities are also focusing on retention of younger employees, who are generally more technologically savvy and who expect work access to tools they use outside the workplace, like smart phones and other wireless technologies. In fact, new or younger workers prefer to work in an area with new technology. Mobile devices such as smart phones and ruggedized tablets can be especially useful in the field where workers can get access to advice from experts in real-time or even start a meeting -- all to create increase access to institutional knowledge.
One component of Cisco’s solution is expert locator software. Employees such as line workers and technicians would have the ability to be connected anytime or anywhere via a five-product Enterprise Collaboration solution: Expert Locator, IP call control with video IP phones, web meeting (Webex), an immersive video solution (TelePresence) and ruggedized mobile video (Librestream Onsight).
New technology can change the way utilities conduct business
Workers would use mobile video in the field to show details of problems to experts throughout the company, senior workers could provide advice and support for repair of damaged equipment in the field without having to travel to the field. Experts can also quickly convene and escalate meetings to resolve a problem via the web and Telepresence. If a worker is on-site and there are challenges with a device, the worker can start a meeting, have the ability to share and give/get advice in real-time. Because of this, repair times go down while safety goes up.
How can Cisco help your organization support new collaboration and create a mobile workforce? Find out more by visiting our solutions page and share your thoughts in the comments section below.
Tags: #MFG, Cisco, decision making, employee productivity, Energy, innovation, Manufacturing, utilities
Please welcome Donald Graham, Practice Advisor, Manufacturing & Energy Practice, Business Transformation Group to the Cisco Energy Blog.
Donald Graham, Practice Advisor
Manufacturing & Energy Practice
Business Transformation Group
I am pleased to introduce Donald Graham, a Sr. Vertical Practice Advisor in Cisco’s Business Transformation Group, to the Cisco Energy Blog. I his role Donald is responsible for helping to catalyze and accelerate customer business impact from technology investment across the Utilities and Smart Grid Practice. He draws upon 20 years of private and public sector experience where he assisted companies through development of technology transformation strategies. His areas of expertise includes; Internet of Things (IoT), Smart Grid and Utilities, Security, Workforce enablement, Organization Transformation, and Business/IT Alignment.
Before joining Cisco Systems, Donald worked at IBM Global Services, where he assisted Fortune 500 clients, such as HSBC, Gore, New Zealand Diary and Citibank in developing global and business architectures for organizational transformation strategies.
He is a graduate of New Jersey Institute of Technology, BS, Industrial Engineering,a Cisco Certified Internetwork Expert (CCIE), a member of IEEE Power and Energy Society and Marine Corps veteran.
He has presented on a wide range of Technology and Business events such as:
We look forward to his industry insights and thought leadership. Welcome Donald!
Tags: Btx, Business Transformation Group, Cisco, donald graham, Energy, utilities
Cisco and Akili feature their joint Oil & Gas Technology Solutions with SAP HANA running on Cisco’s Unified Computing System (UCS) at the Best Practices for Oil and Gas conference Sept. 16-19 in Houston, TX.
The Best Practices for Oil & Gas Conference is North America’s leading forum for upstream, midstream, downstream and oil field services professionals to collaborate across the value chain. You know Cisco’s top aim these days is Business Outcomes for our customers. The fourth annual event has a significant shift to a business focus and features first-hand knowledge on how business solutions that have been successfully implemented at oil and gas organizations across all industry segments.
The event will feature special guest speaker T. Boone Pickens, an oil and gas and American business legend, sharing his views on enhancing U.S. energy policies. It will also feature Cisco as one of the exhibitors and, working with Gold Sponsor and Cisco partner Akili, we’ll be talking about business solutions and how customers can gain competitive advantage while improving bottom line profitability and reducing costs.
Akili and Cisco’s exhibit will highlight their shared offerings of industry Best in Class Solutions for Upstream Oil and Gas including:
- SAP ERP Solution for Upstream Oil and Gas
- SAP BPC Solution for Integrated Financial and Operational Planning
- Real-time business intelligence and predictive analysis across finance and operations
- HANA Solutions built on flexible, converged infrastructure for rapid deployment, scalability and cost containment
- Cisco UCS - the high performance, scalable, cost-effective, SAP certified platform for exceptional in-memory compute
We’re looking forward to seeing you there! For more information on Cisco in Oil and Gas please go to this link. For more about Cisco, Analytics and SAP, go to this link.
Best Practices for Oil & Gas will take place September 16-19, 2014, in Houston, TX. For more information and to register visit www.sap-oil-and-gas.com.
Tags: Best Practices for Oil & Gas, Cisco UCS, Energy, HANA, Houston, oil and gas, SAP, UCS
You may not have heard about BKK AS. They are actually the second largest power grid owner in Norway with over 180,000 customers. Like many power and energy companies, some of their equipment has been around a long time. It works, but it’s getting old and it’s time to move on to something more cost effective. That’s where Cisco comes in.
I remember starting out my career in IT years ago, when IBM was selling the ‘System370 range’ as it was called. You’ll remember that in those days “nobody ever got fired for buying IBM”. As a young sales person, I found the whole IT thing fascinating. I remember that in those days the customer communications were more measured. We had typing pools, we had face-to-face meetings, and the whole selling process took time. The business customers were upgrading their systems, and the newer kit had a great business case. Maintenance on the old installation was more, over several years, than the cost of new equipment. If you were to do nothing, your competitors would steal a march on you and you’d lose customers as your costs would begin to erode your business.
Well the same is true these days. In the Utility business there is a lot of older (though still reliable, in some cases) equipment. However, some of the older time-division multiplexing (TDM) networks are reaching the end of their useful lives. So it was with BKK AS. Maintenance was becoming onerous. But it’s not just about IT costs anymore. It’s about the missed opportunity of not doing anything. New grid applications are requiring any-to-any communications flows and also pushing for IT and operations technology (OT) convergence.
BKK, therefore, decided to build one reliable IP/Multiprotocol Label Switching (MPLS) network to ultimately securely connect all systems and grid devices. Like many commercial business customers, BKK operates a separate IP network that supports its commercial broadband services. Having had a positive experience using Cisco® technology for the commercial IP network, BKK chose Cisco for the new utility network as well. That’s IT/OT Convergence! Rick Geiger talks about it in his series of blogs stating with: Energy Networking Convergence Part 1 – The Journey From Serial to IP.
The new network needed to support a variety of grid applications, including very critical protection systems for the high-voltage grid. In addition, BKK is using teleprotection systems (both distance protection as well as current differential protection), which require the communications network to support extremely low latency (< 10 ms), deterministic behavior as well as very high availability. So the network needed to be deterministic -- a common need for process control networks.
“Cisco offered the hardware and software features, as well as the reliability, that we needed to put our packet-based utility network into production,” says Svein Kåre Grønås, managing director/CEO, BKK Fiber AS. “It’s also reassuring that Cisco understands where the utility industry is heading, and is committed to connected grid services.”
So what are the results? Well here’s something taken straight out of the newly published case study:
Moving to a next-generation, packet-based utility network will save BKK significant operational costs for the utility network due to the ability to use cost-effective, standardized IP networking gear and avoid maintaining two separate networks at substations.
“Building and operating a high–bandwidth, packet-based network has given us a lot more flexibility. In addition, we can leverage the same processes and skill sets that we use to operate our Cisco commercial broadband network,” says Grønås.
With the new IP-based utility network, BKK no longer needs to reserve bandwidth for TDM communications, and now has more bandwidth available because it can be dynamically allocated. As a result, BKK can now offer the same network resources at substations that are available at corporate office locations. Workers can securely access needed documentation and other network resources at substations and power plants, instead of printing documents beforehand or calling colleagues at the office to gather information as they did in the past.
“This represents a major improvement in workforce enablement, productivity, and maintenance efficiency,” says Grønås.
In addition, this sets up BKK for success for the future. The new IP backbone will alllow BKK to provide new IP-based services and new capabilities in managing the power grid, such as advanced metering infrastructure (AMI) and distribution automation. In the future, BKK can assign IP addresses to sensors and relays to develop smart grid technologies and provide greater visibility into its electrical
“The utility industry is changing fast as smart grids become reality and more devices become part of the Internet of Things,” says Grønås. “With our Cisco-based IP utility network, we’re ready to reap the benefits of this new paradigm.”
You can read the whole case study which outlines the Cisco products and services here: Norway Utility Modernizes Power Grid.
Whilst I’m now proud to work at Cisco, some things never change -- the emphasis on solving business issues of enabling business opportunities are key -- it’s not just about cost savings. With Cisco heading towards being the leading IT company in the world, I’m sure we’ll see even more of this kind of customer success in the future.
Tags: BKK, BKK AS, cisco case study, Energy, mpls, power, Smart Grid, utilities
This is the second of a four part series on the convergence of IT and OT (Operational Technologies) by Rick Geiger
Physical Security has evolved from serial communication to modern systems that are largely, if not completely, IP networked systems. The unique requirements of physical security have often lead to shadow IT departments within the physical security department with networks and servers procured and operated by the physical security department with little or no involvement from IT.
Intersections with IT and the corporate network began with the interconnection of physical security systems and the placement of physical security appliances on the corporate network to avoid the cost of wiring that would duplicate existing networks. At one time IT may have been persuaded that these “physical security appliances” didn’t need to be managed by IT. But that persuasion was shattered by malware infections that revealed far too many “physical security appliances” to be repackaged PCs with specialized interface cards.
IT departments scrambled to locate and remove these vulnerable devices and either outright banned them from the corporate network or insisted that they be managed by IT. A hard lesson was learned that just as the organization, including IT, required physical security, video surveillance and badge access control, the physical security department needed the cyber security expertise of IT to protect the communication and information integrity of networked physical security systems.
Convergence is sometimes regarded as the use of physical location as a criteria for network access. Restricting certain network access to a particular location and/or noting any discrepancies between the location source of a login attempt and the physical location reported by the badge access system. For example, the network won’t accept a login from Asia when that user badged into a building in Philadelphia.
The need and opportunity for Cyber and Physical security convergence is much broader than network access. Physical Security systems need Cyber Security protection just as Cyber Systems need Physical Security protection.
What are, at a very high level, the primary activities of Physical Security on a day to day basis?
- Protect the perimeter
- Detect breaches
- Situational awareness
- Standard operating procedures define for anticipated events
- Forensic to gather, preserve and analyze evidence & information
Physical security personnel often have a law enforcement or military background, and approach these activities from that point of view.
Over time, the technology of physical security has evolved from walls, guns and guards to sophisticated microprocessor based sensors, IP video cameras with analytics, and network storage of video & audio. Although there are many examples of close collaboration between IT and Physical Security, there may also be tension. Physical Security departments defend their turf from what they perceive as the encroachment of IT by claiming that they are fundamentally different.
A quick look at the Physical Security systems quickly reveals something that looks very familiar to IT. Networked devices, servers, identity management systems, etc. are all familiar to IT.
At a very high level, the primary activities of Cyber Security can be grouped into a set of activities that are very similar to Physical Security. The common process that both need to follow is a regular review of Risk Assessment:
- What are the possible threats
- What is the probability of occurrence of each threat
- What are the consequences of such occurrence
- What are cost effective mitigations — as well as mitigations required by compliance
The Risk Assessment process is an integral part of NERC-CIP V5, which requires a review at least every 15 months of “…cyber security policies that collectively address…” CIP-004 through CIP -011. Implementation is required to be done “..in a manner that identifies, assesses, and corrects deficiencies…”
Many of the activities Cyber and Physical Security overlap and need to align:
- The use of IT Technology in Physical Security systems
- Overlapping Identity Management
- Device Identity management
- Requirement for IT process maturity
- IT security required for Physical Security systems
- Physical Security required for IT Systems
- Consistent future strategy & direction
The bottom line is that the activities of Physical and Cyber security have many parallels with opportunities to learn from each other and collaborate in threat assessment and risk assessment strategies and coordinated implementation and operation. NERC-CIP V5 has mandatory requirements for both Physical and Cyber security. Modern security, both Physical and Cyber, need to move beyond reacting to events that have already occurred, to agility and anticipation.
What does this mean for Cisco?
Cisco has a portfolio of leading edge Cyber and Physical Security solutions. Cisco’s Advanced Services offerings help our customers develop and deploy a collaborative, unified approach to Physical and Cyber security. NERC-CIP V5 is a compelling event for the electric utility industry. The transition period is underway with completion required by April 2016. Are you up to date on Cisco’s solutions and capabilities? We are here to help!
Tags: convergence, cyber security, Energy, security, utilities