At E.ON, the IT team’s always on culture is built around their Integrated Customer Environment (ICE). It’s the company’s business logic layer based on Oracle and .NET WCF framework. ICE holds all of the customer records and acts as the unified front end to all the essential customer services, including business-critical applications, ranging from meter installations to cash collection and customer self-serve via online channels. In other words, ICE is at the core of communication with customers and results in direct revenue impact. Continuous availability is becoming ever more important.
“If our IT isn’t available, we’re not doing business,” says Richard Smith, Head of IT Service Management for E.ON. “We’re the engine room of E.ON UK, supporting over 4,000 colleagues who do everything from customer service and installing meters, to selling energy products, billing, and collecting cash. If ICE goes, we really can’t do anything for millions of customers.”