Case Study: Liberty Utilities streamlines operations and accelerates continuous improvement with ProcedureFlow

The first step to continuous improvement

Liberty Utilities, a regulated water, natural gas, and electric transmission and distribution utility serving nearly 800,000 customers across 13 states and New Brunswick, Canada, needed a better way to improve operations and support continuous improvement. In a competitive energy market, the company chose ProcedureFlow to help map and manage its “as is” processes, including financial billing, gas supply, IT, and regulatory workflows.

With ProcedureFlow, Liberty Utilities created a centralized process library, identified gaps and improvement opportunities, and made training and cross-training faster and more consistent. The company reported that process documentation could be created 40% faster than with traditional publishing tools, while also giving employees a single source of truth and enabling quicker responses to market changes.

Liberty Utilities

Jon Wilson

Manager, Information Technology