Milton Hydro Distribution Inc., serving over 44,000 customers in Ontario, has completed a comprehensive digital overhaul of its utility scheduling systems, transitioning from legacy manual processes to an intelligent, data-driven platform. This modernization initiative represents a significant paradigm shift in how the utility coordinates work, deploys resources, and fosters collaboration across departments.
From Paper to Platform: A Complete Operational Transformation
The operations-led initiative replaced disconnected manual processes with a dynamic, predictive digital platform that centralizes scheduling functions. This new system automates routine tasks, increases operational visibility, enhances customer service capabilities in the field, and supports real-time coordination across the organization. The transformation directly addresses Milton Hydro's growing service demands in a rapidly expanding community while ensuring frontline teams have the tools needed to work safely and efficiently.
Measurable Results and Tangible Benefits
The digital scheduling overhaul has delivered concrete, measurable outcomes for the utility. According to Troy Hare, President and CEO of Milton Hydro, "The system's automation capabilities are already delivering measurable results, with thousands of workflow automations reducing manual effort and generating significant time savings each month." These efficiencies translate directly into cost savings while reducing errors and duplications in daily operations.
The modernization has also improved resource utilization and provided clearer operational insights for both departmental teams and senior leadership. By automating routine tasks, skilled staff can now focus on higher-value work that benefits customers and the community, perfectly illustrating the utility's corporate value to "Innovate to Elevate."
Breaking Down Silos and Building Connectivity
Beyond operational improvements, the digital transformation has helped break down organizational silos and strengthen interdepartmental support for frontline teams and customers. This has created a more connected and responsive organization where information flows more freely and collaboration happens more naturally across engineering, stores, administration, and leadership functions.
The initiative was specifically designed with scalability in mind, allowing the platform to expand seamlessly as the utility grows and evolves. This forward-thinking approach ensures the system will continue to provide value across all organizational functions for years to come.
Industry Recognition and Future Implications
Milton Hydro's innovative approach recently gained industry attention when Adam Charlebois, Project Coordinator, and Dave Belluz, Manager of Operations, co-presented the transformation at the 2026 EDIST Conference in Toronto. Their session highlighted how digitization can deliver measurable efficiencies, break down organizational barriers, and strengthen support for the crews who maintain essential electrical services daily.
This initiative represents more than just a technology upgrade—it marks a fundamental shift in how Milton Hydro plans work, shares information, and supports its personnel. By investing in smarter systems and stronger collaboration, the utility continues to build a more efficient, transparent, and resilient operation for the future, ensuring it can meet the evolving needs of its growing customer base while maintaining nearly a century of reliable service tradition.
