Are the utilities actually thinking of becoming more efficient in terms of managing their businesses?  This article, that summarizes a new Platts/Capgemini study,  points to the fact that they are at least thinking its a good idea...

The utility executives’ predictions for the future include increased reliance on information management, continued focus on workforce management issues and increased use of renewable energy. They believe their companies’ risk management function will increase significantly in coming years.

Study results also indicated that over the next five years utilities will increasingly use outsourcing for inventory management, call center, billing and information technology business processes, but will continue to manage outage management, trading, generation, transmission or distribution operations.