UGL - Best Tech Awards 2025 Industry Disruptor
Field-ready, future-focused: UGL’s integrated digital leap with SAP FSM Download the DocumentBest Tech SAP
Industry WebsiteProduct and Services Featured SAP Solutions
Utilities www.ugllimited.comElectrical distribution
maintenance, asset management,
field services
SAP Asset Management, SAP Field
Service Management (FSM), SAP
Integration Suite
UGL, a member of the CIMIC Group, is a leading provider of engineering, asset management, and maintenance services across Australia and New Zealand. With
over 120 years of operational history, UGL supports essential infrastructure in transport, energy, water, and resources.
In 2024, UGL delivered a fully integrated digital transformation for its electrical distribution business – implementing SAP Asset Management, SAP Field Service
Management (FSM), and SAP Integration Suite. Branded as Integrated Digital Delivery (IDD), this 12-week project streamlined operations from work order
creation to invoicing.
Built with end users in mind, the system provides real-time data capture in the field, seamless integration with client platforms, and intuitive mobile workflows,
all with offline capability to support Australia’s diverse and remote worksites. The result is a single source of truth, sign ificant gains in efficiency, and increased
transparency for clients and crews alike.
Field-ready, future-focused: UGL’s
integrated digital leap with SAP FSM
Industry Disruptor
Industry WebsiteProduct and Services Featured SAP Solutions
Utilities www.ugllimited.comElectrical distribution
maintenance, asset management,
field services
SAP Asset Management, SAP Field
Service Management (FSM), SAP
Integration Suite
UGL, a member of the CIMIC Group, is a leading provider of engineering, asset management, and maintenance services across Australia and New Zealand. With
over 120 years of operational history, UGL supports essential infrastructure in transport, energy, water, and resources.
In 2024, UGL delivered a fully integrated digital transformation for its electrical distribution business – implementing SAP Asset Management, SAP Field Service
Management (FSM), and SAP Integration Suite. Branded as Integrated Digital Delivery (IDD), this 12-week project streamlined operations from work order
creation to invoicing.
Built with end users in mind, the system provides real-time data capture in the field, seamless integration with client platforms, and intuitive mobile workflows,
all with offline capability to support Australia’s diverse and remote worksites. The result is a single source of truth, sign ificant gains in efficiency, and increased
transparency for clients and crews alike.
Field-ready, future-focused: UGL’s
integrated digital leap with SAP FSM
Industry Disruptor
Challenges
UGL operates in a high-risk, asset-intensive environment where accurate data, operational efficiency and safety are paramount. A s the business scaled
its utility operations across Western Australia, it became clear that legacy systems and manual processes were limiting perfo rmance. The need for
transformation was driven by the goal to simplify operations, improve transparency and enable real -time decision-making in the field.
Key challenges:
• Fragmented systems – teams relied on multiple disconnected platforms for asset management, scheduling, reporting and field data capture,
leading to inconsistent data and duplicated work.
• Manual processes – paper forms, spreadsheets and offline workflows increased administrative effort, delayed reporting and introduced risk into
safety and compliance tracking.
• No single source of truth – the lack of integration made it difficult to trust data, verify work progress or forecast costs accurately, affecting both
operational and financial performance.
• Limited visibility – managers and clients had little access to timely updates on job status, slowing approvals, audits and in -field responsiveness.
• User experience gaps – existing tools were not designed with field teams in mind, making data entry cumbersome and limiting adoption of digital
workflows.
These issues made it clear that UGL needed an integrated digital solution that could streamline processes, connect systems an d empower teams with
real-time, reliable insights. That vision shaped the foundation for its Integrated Digital Delivery (IDD) transformation.
UGL operates in a high-risk, asset-intensive environment where accurate data, operational efficiency and safety are paramount. A s the business scaled
its utility operations across Western Australia, it became clear that legacy systems and manual processes were limiting perfo rmance. The need for
transformation was driven by the goal to simplify operations, improve transparency and enable real -time decision-making in the field.
Key challenges:
• Fragmented systems – teams relied on multiple disconnected platforms for asset management, scheduling, reporting and field data capture,
leading to inconsistent data and duplicated work.
• Manual processes – paper forms, spreadsheets and offline workflows increased administrative effort, delayed reporting and introduced risk into
safety and compliance tracking.
• No single source of truth – the lack of integration made it difficult to trust data, verify work progress or forecast costs accurately, affecting both
operational and financial performance.
• Limited visibility – managers and clients had little access to timely updates on job status, slowing approvals, audits and in -field responsiveness.
• User experience gaps – existing tools were not designed with field teams in mind, making data entry cumbersome and limiting adoption of digital
workflows.
These issues made it clear that UGL needed an integrated digital solution that could streamline processes, connect systems an d empower teams with
real-time, reliable insights. That vision shaped the foundation for its Integrated Digital Delivery (IDD) transformation.
Solution
To address operational fragmentation, data inaccuracy and poor field-to-office integration, UGL launched the Integrated Digital Delivery (IDD)
program, beginning with its Western Power contract. SAP was selected for its robust, enterprise-grade capabilities, seamless integration and proven
track record in asset-intensive industries. Within just 12 weeks, UGL delivered a fully functional, end-to-end platform connecting frontline teams, back-
office systems and clients in real time.
Key solution components:
• SAP Field Service Management (FSM) – enabled real-time data capture in the field, including offline functionality to support remote areas across
Western Australia.
• SAP Asset Management – centralised asset lifecycle data and ensured consistent, reliable tracking of asset performance and maintenance.
• SAP Integration Suite – streamlined interoperability between UGL’s systems and client platforms, supporting faster updates, live dashboards and
automated reporting.
• User-centred design – workflows were tailored for field crews and blue-collar teams, making digital processes intuitive and highly adopted from
day one.
• Agile implementation – completed in just 12 weeks through tight collaboration between IT and operations, aligning technical design with real -
world delivery requirements.
Together, these solutions created a unified digital environment that eliminated manual work, improved data trust and empowere d both UGL teams and
clients with live insight, delivering measurable benefits across performance, cost and workforce experience.
To address operational fragmentation, data inaccuracy and poor field-to-office integration, UGL launched the Integrated Digital Delivery (IDD)
program, beginning with its Western Power contract. SAP was selected for its robust, enterprise-grade capabilities, seamless integration and proven
track record in asset-intensive industries. Within just 12 weeks, UGL delivered a fully functional, end-to-end platform connecting frontline teams, back-
office systems and clients in real time.
Key solution components:
• SAP Field Service Management (FSM) – enabled real-time data capture in the field, including offline functionality to support remote areas across
Western Australia.
• SAP Asset Management – centralised asset lifecycle data and ensured consistent, reliable tracking of asset performance and maintenance.
• SAP Integration Suite – streamlined interoperability between UGL’s systems and client platforms, supporting faster updates, live dashboards and
automated reporting.
• User-centred design – workflows were tailored for field crews and blue-collar teams, making digital processes intuitive and highly adopted from
day one.
• Agile implementation – completed in just 12 weeks through tight collaboration between IT and operations, aligning technical design with real -
world delivery requirements.
Together, these solutions created a unified digital environment that eliminated manual work, improved data trust and empowere d both UGL teams and
clients with live insight, delivering measurable benefits across performance, cost and workforce experience.
Impact
15% reduction in post-
inspection defects
100% offline functionality for
field operations
50% increase in client
datasheet submissions
The IDD platform has delivered clear business impact across operational performance, cost control and stakeholder experience. By integrating SAP solutions with user-
centric workflows, UGL has improved the way work is captured, tracked and validated, both internally and externally. These ch anges have created tangible value for
employees, clients and leadership alike.
Key outcomes:
• Reduced admin burden – automation of manual data entry and work order processing has freed up teams to focus on higher -value operational tasks.
• Improved data quality – field data is captured at the source in real time, increasing accuracy and reducing duplication and rework.
• Greater transparency – clients now have live access to view job status and completed work, enabling faster audits and improved confidence in deliver y.
• Enhanced compliance – real-time data, integrated checklists and automated recordkeeping have supported better safety outcomes and fewer post-inspection defects.
• Better workforce experience – designed for mobile use and blue-collar adoption, the platform supports offline functionality and intuitive workflows tailored to the field.
By automating manual processes and improving data accuracy, UGL has unlocked measurable cost savings and enabled a more agile, transparent and collaborative way of
working. Real-time insights, reduced administrative overhead and intuitive tools have improved both operational control and the experience for clients and crews alike.
Looking ahead, UGL is building on this momentum. AI-powered scheduling will optimise field resource allocation based on availability and job complexity, while new
integrations with third-party systems, including safety tools and live service maps, will extend functionality and resilience. These enhancements will continue to drive
smarter, safer and more efficient utility service delivery.
15% reduction in post-
inspection defects
100% offline functionality for
field operations
50% increase in client
datasheet submissions
The IDD platform has delivered clear business impact across operational performance, cost control and stakeholder experience. By integrating SAP solutions with user-
centric workflows, UGL has improved the way work is captured, tracked and validated, both internally and externally. These ch anges have created tangible value for
employees, clients and leadership alike.
Key outcomes:
• Reduced admin burden – automation of manual data entry and work order processing has freed up teams to focus on higher -value operational tasks.
• Improved data quality – field data is captured at the source in real time, increasing accuracy and reducing duplication and rework.
• Greater transparency – clients now have live access to view job status and completed work, enabling faster audits and improved confidence in deliver y.
• Enhanced compliance – real-time data, integrated checklists and automated recordkeeping have supported better safety outcomes and fewer post-inspection defects.
• Better workforce experience – designed for mobile use and blue-collar adoption, the platform supports offline functionality and intuitive workflows tailored to the field.
By automating manual processes and improving data accuracy, UGL has unlocked measurable cost savings and enabled a more agile, transparent and collaborative way of
working. Real-time insights, reduced administrative overhead and intuitive tools have improved both operational control and the experience for clients and crews alike.
Looking ahead, UGL is building on this momentum. AI-powered scheduling will optimise field resource allocation based on availability and job complexity, while new
integrations with third-party systems, including safety tools and live service maps, will extend functionality and resilience. These enhancements will continue to drive
smarter, safer and more efficient utility service delivery.
“”We were dealing with too many systems, too many workarounds and not
enough clarity. It slowed us down and made it harder for our teams to do
their jobs. Now everything is connected. Our crews capture information
once, in the field, and it flows through to our clients and decision-makers.
This has improved the way we work, strengthened delivery on the ground
and built real confidence across the business.
- General Manager of Utilities O& M – Phil Jose
enough clarity. It slowed us down and made it harder for our teams to do
their jobs. Now everything is connected. Our crews capture information
once, in the field, and it flows through to our clients and decision-makers.
This has improved the way we work, strengthened delivery on the ground
and built real confidence across the business.
- General Manager of Utilities O& M – Phil Jose