Case Study: Power Company

Digital Transformation & System Alignment

Role: Embedded Infrastructure and Transformation Partner

North Star: Stabilize, streamline, and modernize infrastructure while enabling scalable operations and future-state transformation.

Executive Summary

DevAltus was engaged to lead a wide range of technical, operational, and strategic initiatives across infrastructure modernization, print management, network remediation, process governance, and AI enablement. We approached this work holistically by hiring and deploying a 10-person team to drive outcomes at both the tactical execution level and the strategic planning level. Our role included hands-on diagnostics and remediation, long-term architectural guidance, process design, vendor coordination, and modernization planning across the client's technology landscape.

  1. Technical Improvements & Incident Resolution

DevAltus led a comprehensive technical stabilization effort across several critical infrastructure domains, beginning with Twilio Network & Audio Remediation. Persistent one‑way audio and dropped‑call issues were degrading the experience of vendor agents using Twilio Voice within the client’s Azure Virtual Desktop (AVD) environment. Our engineers performed deep end‑to‑end diagnostics including packet tracing, ICE/STUN/TURN flow validation, and subnet route inspection. The investigation revealed that essential UDP ports for Twilio’s media streams were being blocked by enterprise firewall and network security group policies. After implementing the necessary changes, mean call quality (MOS) improved from 3.1 to 4.3, voice stability was restored, and a standardized configuration baseline was established for all future Twilio‑AVD deployments.

In parallel, DevAltus drove significant gains in AVD Performance Optimization by addressing latency and audio degradation issues impacting remote agents across three states. We examined endpoint configurations, browser performance, VPN gateway load, and GPO‑level policies to isolate sources of delay and instability. Through a combination of targeted registry adjustments, bandwidth management refinements, and network route optimization, we delivered a more consistent and responsive user experience across the distributed workforce.

Our role also extended into ensuring operational continuity through Batch360 Monitoring Deployment. Acting as both escalation and risk‑management partners, we identified potential blockers early in the deployment lifecycle and enforced disciplined change‑management practices. By formalizing risk classification and mandating accurate documentation of all change requests, DevAltus enabled the first state deployment to go live on schedule—avoiding downstream rework and maintaining momentum for subsequent rollouts.

We also addressed persistent issues in Network Change Management that were contributing to failed implementations and avoidable outages. Post‑deployment reviews surfaced gaps in documentation, unclear handoffs, and inconsistent communication between the client’s internal teams and Accenture. DevAltus proposed concrete improvements to execution workflows, stakeholder notification practices, and retroactive analysis cycles. These changes improved both the reliability and traceability of future network rollouts.

2. Strategic Initiatives & Architecture

  • DevAltus provided a critical analysis of the CSP (Cloud Service Provider) RFP, identifying structural flaws in the Azure-favoring evaluation framework and recommending improvements to AWS’s bid strategy. Our insights helped refine both the financial modeling and technical scoring criteria, strengthening the overall approach to cloud modernization and procurement fairness.

  • We actively tracked and advanced the Enterprise Cloud Infrastructure Framework (ECIF) migration roadmap, ensuring clear alignment on next steps and sustained stakeholder engagement across technical and business teams. This helped maintain momentum and visibility throughout the migration process.

  • DevAltus facilitated key discussions around On Demand Migration (ODM) for tenant-to-tenant transitions, helping to clarify roles, identify process gaps, and align expectations with external partners. This effort improved coordination and reduced friction in cross-tenant migration planning. 

3. Infrastructure Stabilization & Print Optimization

  • DevAltus led efforts to stabilize the managed print infrastructure in Rhode Island, optimizing device configurations and implementing proactive monitoring to improve reliability and performance. We also coordinated closely with Accenture and Konica Minolta to define clear governance and support structures, ensuring sustainable operations and faster issue resolution.

  • DevAltus supported the deployment of Pharos Cloud Print Management, enabling secure, mobile, and cloud-first printing across the client’s environment. This effort included the integration of secure release workflows, device discovery tools, and centralized management capabilities to streamline print operations and enhance data protection.

4. Network & Wi-Fi Assessment

10. WAN & Wi-Fi StrategyYou coordinated with WWT to assess the Client’s WAN and Wi-Fi environments, ensuring proper discovery, RF surveys, and documentation of user experiences. You also advocated for the inclusion of WAN architects in the scope. 

5. Governance & Process Design

11. Major Incident Process DesignYou organized cross-functional meetings with Microsoft to design a robust major incident response process, identifying key personas and roles to ensure comprehensive coverage. 

12. Monitoring EscalationsYou compiled and escalated a detailed list of monitoring gaps across FirstNet, OMS, SDWAN, and batch jobs, driving improvements in alerting and incident response. 

6. AI & Tools Enablement

13. AI Program WorkYou initiated internal discussions to advance the Client’s AI program, engaging with Accenture stakeholders to align on deliverables and governance. 

14. Tools RoadmapYou facilitated roadmap discussions around the Client’s tooling strategy, ensuring alignment with infrastructure and operational needs.