San Diego Gas & Electric (SDG&E) - SAP Innovation Awards 2025
SDG&E partnered with SEW and SAP to implement the SAP Self-Service Accelerator (SSA) platform, forming the digital foundation of its multi-year digital transformation project. This strategic initiative was designed to evolve with customer needs and industry advancements. Document downloaden
SDG&E partnered with SEW and SAP to implement the SAP Self-Service Accelerator (SSA) platform, forming the digital foundation of its multi-year digital transformation project. This strategic initiative was designed to evolve with customer needs and industry advancements. PUBLIC
Entry Pitch Deck
San Diego Gas & Electric (SDG&E)
Energy & Utilities
Digital Evolution in Action: Driving Customer
Empowerment with Innovation at the Core
Entry Pitch Deck
San Diego Gas & Electric (SDG&E)
Energy & Utilities
Digital Evolution in Action: Driving Customer
Empowerment with Innovation at the Core
COMPANY NAME:
HEADQUARTERS:
INDUSTRY:
WEBSITE:
NUMBER OF EMPLOYEES:
Company information
2
San Diego Gas & Electric (SDGE)
San Diego, California, United States
Energy & Utilities
www.sdge.com
4,600+
San Diego Gas & Electric (SDG&E) is a regulated public utility that provides energy services
to 3.6 million people through 1.4 million electric meters and 873,000 natural gas meters in
San Diego and southern Orange counties. Their service area spans 4,100 square miles and
4,500 employees work every day to help provide clean, safe, reliable energy to serve the
customers. SDGE has been energizing the region for over 140 years. They are committed to
reducing their carbon footprint, fostering energy innovation and conservation to ensure
sustainable energy future for generations to come.
PUBLIC
HEADQUARTERS:
INDUSTRY:
WEBSITE:
NUMBER OF EMPLOYEES:
Company information
2
San Diego Gas & Electric (SDGE)
San Diego, California, United States
Energy & Utilities
www.sdge.com
4,600+
San Diego Gas & Electric (SDG&E) is a regulated public utility that provides energy services
to 3.6 million people through 1.4 million electric meters and 873,000 natural gas meters in
San Diego and southern Orange counties. Their service area spans 4,100 square miles and
4,500 employees work every day to help provide clean, safe, reliable energy to serve the
customers. SDGE has been energizing the region for over 140 years. They are committed to
reducing their carbon footprint, fostering energy innovation and conservation to ensure
sustainable energy future for generations to come.
PUBLIC
CHALLENGE: SOLUTION: OUTCOME:
Multi-Phased, Platform-Based Approach to CX Excellence
3
San Diego Gas & Electric
Embracing the ethos of being an innovative energy
company, SDG&E recognized the need to evolve its
digital experience to meet the growing expectations of
modern energy consumers. As Community Choice
Aggregators (CCAs) played a growing role in energy
distribution, delivering a seamless, integrated user
experience became crucial.
SDG&E needed a scalable, future-ready solution
capable of providing real-time data, personalized
engagement, and enhanced security while driving
customer experience excellence.
To address these challenges, SDG&E adopted a multi-
phased, platform-based strategy to drive digital
evolution.
SDG&E partnered with SEW and SAP to implement the SAP
Self-Service Accelerator (SSA) platform, forming the
digital foundation of its multi-year digital transformation
project. This strategic initiative was designed to evolve with
customer needs and industry advancements.
The transition to My Energy Center marks a significant
platform upgrade, packed with enhanced self-service
capabilities, real-time energy insights, CCA integration and
AI-powered use cases. With expanded digital capabilities
and payment options, customers now experience a more
intuitive and transparent energy management journey.
By prioritizing innovation, scalability, and customer
empowerment, SDG&E is reinforcing its position as a leader
for digital CX in the energy and utility industry.
SDG&E’s platform upgrade to My Energy Center
underlines their focus on continuously evolving based
on customer feedback to enhance usability,
engagement and satisfaction.
The platform delivers a seamless and intuitive
experience, making energy management more
transparent and accessible. By integrating CCA services,
SDG&E empowers customers with clearer billing insights
while supporting renewable energy adoption.
Strengthened security, multiple payment channel
integrations and an ‘everything in one’ platform ensures
a modernized customer experience.
The project exemplifies SDG&E as the North Star for
the industry for CX excellence and digital innovation.
PUBLIC
End Users Using the Digital CX Platform
Since Launch
2.7 M+ Consistently Rated 5-Star Mobile App
Recognized for its Enhanced User
Experience
5-Star From Engaged Users on Apple Store,
Reflecting Trust and Satisfaction
48,000+
Multi-Phased, Platform-Based Approach to CX Excellence
3
San Diego Gas & Electric
Embracing the ethos of being an innovative energy
company, SDG&E recognized the need to evolve its
digital experience to meet the growing expectations of
modern energy consumers. As Community Choice
Aggregators (CCAs) played a growing role in energy
distribution, delivering a seamless, integrated user
experience became crucial.
SDG&E needed a scalable, future-ready solution
capable of providing real-time data, personalized
engagement, and enhanced security while driving
customer experience excellence.
To address these challenges, SDG&E adopted a multi-
phased, platform-based strategy to drive digital
evolution.
SDG&E partnered with SEW and SAP to implement the SAP
Self-Service Accelerator (SSA) platform, forming the
digital foundation of its multi-year digital transformation
project. This strategic initiative was designed to evolve with
customer needs and industry advancements.
The transition to My Energy Center marks a significant
platform upgrade, packed with enhanced self-service
capabilities, real-time energy insights, CCA integration and
AI-powered use cases. With expanded digital capabilities
and payment options, customers now experience a more
intuitive and transparent energy management journey.
By prioritizing innovation, scalability, and customer
empowerment, SDG&E is reinforcing its position as a leader
for digital CX in the energy and utility industry.
SDG&E’s platform upgrade to My Energy Center
underlines their focus on continuously evolving based
on customer feedback to enhance usability,
engagement and satisfaction.
The platform delivers a seamless and intuitive
experience, making energy management more
transparent and accessible. By integrating CCA services,
SDG&E empowers customers with clearer billing insights
while supporting renewable energy adoption.
Strengthened security, multiple payment channel
integrations and an ‘everything in one’ platform ensures
a modernized customer experience.
The project exemplifies SDG&E as the North Star for
the industry for CX excellence and digital innovation.
PUBLIC
End Users Using the Digital CX Platform
Since Launch
2.7 M+ Consistently Rated 5-Star Mobile App
Recognized for its Enhanced User
Experience
5-Star From Engaged Users on Apple Store,
Reflecting Trust and Satisfaction
48,000+
4
We did start with a vision when SAP came to us
and said that there is this new product coming out
and aligning to where SDG&E wanted to go to an
actual product; it made a lot of sense. Really proud
of the team. Thankful for everyone who worked on
this project.
Dan Linder
IT Program Manager
PUBLIC
We did start with a vision when SAP came to us
and said that there is this new product coming out
and aligning to where SDG&E wanted to go to an
actual product; it made a lot of sense. Really proud
of the team. Thankful for everyone who worked on
this project.
Dan Linder
IT Program Manager
PUBLIC
COMPANY NAME:
Participating partner information
Our long-standing partnership with SDG&E
highlights the power of co-innovation in
transforming the energy experience.
Together, we are addressing real customer
challenges, introducing new use cases, and
setting benchmarks for digital customer
experience. This collaboration is creating a
scalable model for other utilities to adopt—
driving the industry forward and providing a
practical roadmap for digital evolution.
Deepak Garg,
Chairman, Co-CEO & Founder
SEW
5
SEW
SEW, with its innovation and industry-leading cloud platforms aim to deliver the best Digital
Customer Experiences (CX) and Mobile Workforce Experiences (WX), powered by AI, ML
and IoT Analytics (iX) to global Energy, Water, and Gas providers. We partner with utilities to
deliver solutions that are easy-to-use, integrate seamlessly with utility systems, and help
build a strong technology foundation that allows utilities to become future-ready, by
harnessing the power of digital technologies.
PUBLIC
Participating partner information
Our long-standing partnership with SDG&E
highlights the power of co-innovation in
transforming the energy experience.
Together, we are addressing real customer
challenges, introducing new use cases, and
setting benchmarks for digital customer
experience. This collaboration is creating a
scalable model for other utilities to adopt—
driving the industry forward and providing a
practical roadmap for digital evolution.
Deepak Garg,
Chairman, Co-CEO & Founder
SEW
5
SEW
SEW, with its innovation and industry-leading cloud platforms aim to deliver the best Digital
Customer Experiences (CX) and Mobile Workforce Experiences (WX), powered by AI, ML
and IoT Analytics (iX) to global Energy, Water, and Gas providers. We partner with utilities to
deliver solutions that are easy-to-use, integrate seamlessly with utility systems, and help
build a strong technology foundation that allows utilities to become future-ready, by
harnessing the power of digital technologies.
PUBLIC
GLOBAL CHALLENGES
Challenges
BUSINESS CHALLENGES
PUBLIC 6
• Digital Transformation: Utilities must continuously adapt to technological
disruptions, regulatory changes, and shifting consumer expectations to
remain resilient, agile, and relevant in an evolving energy landscape
• Clean Energy Transition: Advancing renewable energy adoption requires
strong customer partnerships, real-time energy insights, and personalized
program participation
• Rise of Community Choice Aggregation (CCA): More utilities are
transitioning to CCA programs, requiring customers receive clear billing,
service continuity, and a unified digital experience
• Continuous Innovation: Utilities must pioneer new AI-driven services
and proactive customer engagement models to enhance reliability and
efficiency
• Eliminate Siloed Approach: Standalone applications lead to fragmented
operations and inconsistent customer experiences, making a cohesive,
end-to-end platform strategy essential
• Disconnected Digital Ecosystems: Legacy systems and siloed
applications create fragmented experiences, reducing efficiency and
engagement
• Slow Time-to-Value: Lengthy deployment cycles delay the impact of
new digital initiatives, limiting agility in addressing customer needs
• Gaps in Customer Feedback Integration: Lack of real-time
mechanisms to capture and act on customer insights leads to missed
opportunities for experience improvements
• Complexity of Energy Programs: The growing adoption of CCAs,
dynamic pricing, and clean energy initiatives increases operational and
communication challenges
• Engagement Barriers in Clean Energy Transition: Customers often
lack clear visibility into their role in sustainability efforts, leading to lower
participation and impact
Challenges
BUSINESS CHALLENGES
PUBLIC 6
• Digital Transformation: Utilities must continuously adapt to technological
disruptions, regulatory changes, and shifting consumer expectations to
remain resilient, agile, and relevant in an evolving energy landscape
• Clean Energy Transition: Advancing renewable energy adoption requires
strong customer partnerships, real-time energy insights, and personalized
program participation
• Rise of Community Choice Aggregation (CCA): More utilities are
transitioning to CCA programs, requiring customers receive clear billing,
service continuity, and a unified digital experience
• Continuous Innovation: Utilities must pioneer new AI-driven services
and proactive customer engagement models to enhance reliability and
efficiency
• Eliminate Siloed Approach: Standalone applications lead to fragmented
operations and inconsistent customer experiences, making a cohesive,
end-to-end platform strategy essential
• Disconnected Digital Ecosystems: Legacy systems and siloed
applications create fragmented experiences, reducing efficiency and
engagement
• Slow Time-to-Value: Lengthy deployment cycles delay the impact of
new digital initiatives, limiting agility in addressing customer needs
• Gaps in Customer Feedback Integration: Lack of real-time
mechanisms to capture and act on customer insights leads to missed
opportunities for experience improvements
• Complexity of Energy Programs: The growing adoption of CCAs,
dynamic pricing, and clean energy initiatives increases operational and
communication challenges
• Engagement Barriers in Clean Energy Transition: Customers often
lack clear visibility into their role in sustainability efforts, leading to lower
participation and impact