The Challenge
A major energy utility was facing a crisis: 40% of their senior operations engineers were retiring within 18 months. These engineers held decades of institutional knowledge about grid management, outage response, and regulatory compliance procedures. Most of it existed only in their heads and scattered, outdated documentation.
Our Approach
We deployed the BenchMark, DeepDive, and KnowHow products as an integrated pipeline to capture and codify institutional knowledge:
BenchMark (Assess): Mapped operational workflows, identifying 180+ critical procedures across grid management, outage response, maintenance, and regulatory reporting.
DeepDive (Extract): Reverse-engineered the SCADA systems, legacy control software, and existing documentation. Conducted structured knowledge interviews with senior engineers to capture undocumented tribal knowledge into the knowledge graph.
KnowHow (Operationalize): Generated context-aware runbooks for every critical procedure, specifying system dependencies, escalation paths, regulatory requirements, and decision trees.
The Results
- 180+ runbooks generated: Covering every critical operational procedure, validated by the retiring senior engineers.
- 65% faster onboarding: New engineers reached operational competency in 4 months instead of 12.
- Zero knowledge-gap incidents: During the retirement wave, no critical procedures were disrupted due to knowledge loss.
- Regulatory audit passed: The generated runbooks satisfied the utility commission’s documentation requirements for the first time in 5 years.