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outage response, and regulatory compliance procedures — knowledge that existed only in their heads and scattered, outdated documentation.
Our Approach
We deployed the full product pipeline — BenchMark, DeepDive, and KnowHow — to capture and codify institutional knowledge before it walked out the door:
BenchMark — Assess: Mapped the operational landscape, 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 comprehensive, context-aware runbooks for every critical procedure. Each runbook included system dependencies, escalation paths, regulatory requirements, and decision trees that captured the judgment calls experienced engineers made intuitively.
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.