Utility Connections Benchmarking Specialist

Project Title: Utility Connections Benchmarking Analyst (Australia & New Zealand) – 2‑Week Delivery

Project Overview:
An Australian consulting firm is conducting a rapid benchmarking and analysis project focused on electricity and gas new connection journeys across selected utilities in Australia and New Zealand. The objective is to compare end‑to‑end connection processes, identify hidden friction points, assess digital maturity, and define what “best‑in‑class” looks like.

We are hiring a research and analysis specialist based in India to complete a compressed 2‑week delivery (“dead‑drop”) of structured benchmarking outputs.

Project Duration
Strict 2‑week timeline
Workload: 20–25 hours per week
Deliverables must be submitted progressively (every 3–4 days).

Scope of Work
You will analyse the complete 11‑stage utility connection journey, including:

Need / Enquiry

Application

Information & Documentation

Assessment

Quoting / Costing

Approval

Design / Planning

Construction

Inspection

Energisation

Customer Communication & B2B Notifications

Your role is to benchmark these stages across selected Australian and New Zealand utilities, focusing on:

Customer experience

Speed & reliability

Process efficiency

Digital maturity

Communication quality

Cost transparency

Key Responsibilities
1. Desktop Research
Review publicly available regulatory disclosures (AER, Commerce Commission NZ, Electricity Authority NZ).

Extract connection timeframes for standard vs. complex connections.

Document digital features (self‑service portals, automated approvals, quoting engines).

Identify hidden friction points (manual hand-offs, engineering queues, compliance delays).

2. Digital Mystery Shopping (Non‑Transactional)
Navigate online connection portals (no real applications submitted).

Capture screenshots, logic flows, and user experience observations.

Compare digital maturity across utilities.

3. Benchmarking & Scoring
Populate comparison tables for 5–8 utilities.

Score each utility against a defined “Connections Capability Index”.

Highlight gaps, delays, and digital maturity differences.

4. Insight Development
Identify root causes behind long connection timeframes.

Map friction points to CRM and digital system requirements.

Summarize findings in structured formats.

5. Documentation
Prepare clear tables, summaries, and insights.

Support creation of the final benchmarking pack.

Deliverables (All Due Within 2 Weeks)
Utility Comparison Table

Timeframes (standard vs. complex)

Digital maturity features

Hidden friction points

Digital Portal Mystery Shopping Summary

Screenshots

Logic flow diagrams

UX observations

Connections Capability Index Scoring Sheet

Weighted scoring across 6 dimensions

Gap Analysis & Insight Pack

Root causes

CRM/digital implications

Consolidated Benchmarking Document

Final structured report (Word/PowerPoint format)

Skills Required
Strong analytical and research capability

Ability to understand technical workflows

Experience with benchmarking or consulting research (preferred)

Excellent English writing skills

Ability to work independently under tight timelines

Comfortable analysing digital portals

Important Notes
This project is for an Australian consulting firm; all client details remain confidential.

All research is based on publicly available information only.

No field visits or physical interactions required.

Must adhere to the 2‑week delivery deadline.

Ideal Candidate
Someone who is structured, detail‑oriented, and comfortable working under compressed timelines. Prior experience in utilities, energy sector, or CRM/digital transformation research is a plus.

How to Apply
Please include:

Your experience with research/benchmarking

Examples of similar work

Your availability for the next 2 weeks

Your proposed fixed price for the 2‑week project