Inside the Shift to Intelligent Utility Operations

Inside the Shift to Intelligent Utility Operations

Shawn Jones brings a distinctive, operator-first perspective to utility grid modernization, shaped by more than 25 years of experience across control room operations, systems integration, technology strategy, and program leadership. Having worked at Duke Energy, Exelon, Deloitte, and currently Madison Gas & Electric, the expert understands grid technology from both the frontline operator’s perspective and the broader challenge of implementing complex systems across utility environments. Her expertise spans EMS, ADMS, SCADA, OMS, GIS, DERMS, and AMI, but what sets her perspective apart is the focus on how these technologies work together in practice—and whether they deliver measurable improvements in day-to-day grid operations. Drawing on this experience, the article examines how utilities can address growing grid complexity and rising electricity demand from large loads, such as data centers, while navigating fragmented systems, limited real-time visibility, and increasing demands on operational decision-making. Jones highlights the gap between deploying technology and realizing its full value, explaining why a unified operational picture matters more than disconnected dashboards and why success should be judged by tangible improvements rather than project milestones alone. The discussion also explores the practical role of AI and advanced analytics in helping utility teams make faster, better-informed decisions. Readers will gain Jones’s experienced perspective on what effective grid modernization looks like beyond technology deployment, how interoperability and data integration influence operational outcomes, and what utilities should expect from technology vendors. The article also examines the move toward intelligent, AI-assisted control rooms and the capabilities that will distinguish successful utility technology investments and partnerships in the years ahead.