Utilities are under growing pressure to modernise customer systems while maintaining security, affordability and operational continuity. Hansen Technologies, a global provider of software for energy, water and communications utilities, is positioning its customer information system( CIS) as a fitfor-purpose solution for mid-sized providers.

At the core of this approach is a securityfirst architecture. Hansen CIS aligns with the NIST Cybersecurity Framework, a widely used set of standards for managing cyber risk, and operates on Amazon Web Services( AWS), a global cloud computing platform. The platform’ s AI Virtual Agent is designed with strict data boundaries. Customer data remains within the utility’ s own environment, avoiding exposure to external or shared AI models. This focus reflects wider sector concerns around data governance and operational resilience, particularly as utilities adopt more digital tools and automation.

Dominique Blanchard, Utility Billing Systems Administrator at Hansen Technologies, highlights how evolving customer expectations are shaping system requirements.

“ Customers expect fast, self-service options without contacting support,” Dominique says.

Utilities must now balance these expectations with financial responsibility, particularly in municipal environments where public funds are involved.

“ As a municipal utility, we are also mindful of our responsibility to be good stewards of public funds. Our modernisation strategy has focused on balancing customer expectations with affordability by identifying enhancements that improve the customer experience while maximising the value of our existing technology investments.”

A configurable system built for internal ownership

A defining feature of Hansen CIS is its accessible and well-documented data model. This allows internal IT teams to query, customise and extend the system without relying on the vendor. The absence of black-box architecture means utilities retain visibility and control over their systems, reducing delays and dependency.