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.

Impact Snapshot

• +38% improvement in Twilio call quality (MOS 3.1 → 4.3)

• 3-state AVD remediation complete within 6 weeks

• Full tooling audit completed; 9 redundant platforms deprecated

• AI enablement framework designed, approved, and launched

• Major Incident Playbook implemented across all infrastructure domains

1. Technical Improvements & Incident Resolution

DevAltus led a structured diagnostic and remediation effort to address persistent Twilio Voice disruptions within the client's Azure Virtual Desktop (AVD) environment. Audio degradation, including one-way communication and dropped calls, had impacted agent productivity for months. Through packet-level tracing, ICE/STUN/TURN flow validation, and subnet analysis, we identified that critical UDP media ports were being blocked by enterprise firewall and NSG policies. Once these were remediated, mean opinion scores (MOS) rose from 3.1 to 4.3, and a hardened network baseline was established for future Twilio-AVD deployments.

In parallel, we conducted a comprehensive performance review of AVD configurations across three states. The client faced widespread issues related to session latency and inconsistent audio quality. DevAltus isolated performance bottlenecks by analyzing VPN gateway routing, endpoint registry settings, browser extension behavior, and Group Policy enforcement. Our targeted interventions improved responsiveness and reduced variability in remote-agent experiences.

We also supported the rollout of Batch360 by taking point on deployment risk mitigation. Early in the process, we flagged gaps in change control documentation and escalated configuration concerns that could have delayed go-live. Our insistence on formal risk classification and structured execution planning enabled the first geography to deploy successfully, setting a repeatable standard for subsequent states.

Post-deployment, DevAltus initiated process retrospectives to identify breakdowns in network change execution. Our review revealed fragmented communication across internal teams and Accenture, unclear escalation paths, and inconsistent documentation. We delivered concrete recommendations to improve change sequencing, notification protocols, and operational accountability. These were adopted into the client's next implementation cycle.

2. Strategic Initiatives & Architecture

DevAltus was asked to provide an independent review of the client's Cloud Service Provider (CSP) selection process. Our analysis of the RFP revealed fundamental structural bias toward Azure, including scoring methods that did not account for platform parity or operational tradeoffs. We proposed a series of changes to the evaluation framework, including revised technical scoring criteria, financial modeling updates, and clearer controls around bid strategy review. These changes improved procurement transparency and positioned the client to make a more defensible, vendor-neutral decision.

We took active responsibility for maintaining alignment across the client’s Enterprise Cloud Infrastructure Framework (ECIF) roadmap. Migration planning had stalled due to inconsistent stakeholder engagement and fragmented tracking. DevAltus instituted a centralized coordination model, established milestone ownership, and ensured that dependencies across security, infrastructure, and business teams were visible and actively managed. This improved velocity, eliminated rework, and gave senior leadership the clarity required to support forward movement.

DevAltus also facilitated critical planning for On Demand Migration (ODM) as the client prepared for cross-tenant consolidation efforts. Early planning had lacked clear ownership and did not account for integration complexity with external vendors. We stepped in to define process guardrails, align internal and third-party stakeholders, and clarify decision paths. As a result, ODM moved from conceptual backlog to a tracked, executable initiative with known dependencies and roles.

3. Infrastructure Stabilization & Print Optimization

DevAltus was engaged to address recurring instability in the client's managed print environment, particularly in Rhode Island, where device outages, failed print jobs, and unresponsive queues were disrupting daily operations. We conducted a comprehensive assessment of print infrastructure, including device-level firmware configurations, driver compatibility, queue management, and SNMP monitoring gaps. Several misaligned support contracts and broken escalation paths between the client, Konica Minolta, and Accenture had contributed to systemic delays and unresolved incidents. DevAltus established a remediated baseline configuration for all in-scope devices, enabled proactive alerting, and redesigned the support model to include clear ownership boundaries and issue resolution SLAs.

In parallel, we supported the deployment of Pharos Cloud Print Management, which the client had selected as part of a broader shift toward secure, mobile-first, cloud-managed infrastructure. DevAltus provided architectural guidance on network segmentation, print driver distribution, and identity integration. We also led the technical coordination of secure-release workflows, device registration, and endpoint policy propagation. These efforts enabled consistent enforcement of print policies, improved data protection, and reduced operational overhead for onsite IT teams.

We identified several architectural and operational misalignments between the print modernization strategy and ongoing infrastructure initiatives. DevAltus worked across teams to ensure that print-related identity, network, and device management strategies were aligned with the client’s ECIF migration plan. This prevented conflicting changes, reduced redundant configuration work, and ensured that print services would scale reliably across future cloud-adopted environments.

4. Network & Wi-Fi Assessment

DevAltus was brought in to evaluate the client's WAN and Wi-Fi environments following persistent performance issues, incomplete discovery artifacts, and inconsistent site experiences. We partnered with WWT to lead a structured assessment across priority locations, ensuring that physical surveys, RF heatmaps, and user experience sampling were conducted to enterprise standards. Several gaps were identified in the original documentation set, including missing AP density validations, unverified roaming behaviors, and incorrect floorplan mappings.

We pushed for the inclusion of WAN architectural oversight in what had initially been scoped as a Wi-Fi-only engagement. The existing approach lacked alignment with the broader enterprise network strategy, resulting in siloed deliverables and limited scalability. DevAltus worked across internal teams and vendor resources to reposition the assessment as a unified infrastructure evaluation. This shift enabled cross-functional decisions around SD-WAN posture, segmentation boundaries, and AP-to-backbone ratios, ensuring that both access and transport layers were addressed in parallel.

We also flagged and escalated inconsistencies in how user experience was being captured and reported across the sites. DevAltus introduced a standardized template for capturing latency, signal strength, and session reliability—grounded in real user metrics rather than theoretical coverage data. These adjustments improved the reliability of assessment outputs and positioned the client to make informed investment decisions as part of their upcoming infrastructure modernization cycle.

5. Governance & Process Design

DevAltus led the development of a formal Major Incident Response Framework to address ambiguity in escalation paths and inconsistent resolution practices across the client’s IT landscape. Working in coordination with Microsoft and internal infrastructure leads, we defined key incident personas, mapped cross-functional responsibilities, and established tiered response models for high-impact events. The resulting framework included both technical and business response layers, enabling coordinated action across service delivery, security, and vendor support. We also introduced structured incident closure reviews to improve accountability and reduce recurrence rates.

During our infrastructure reviews, we identified widespread inconsistencies in how monitoring data was being used to drive operational response. Several critical systems—FirstNet, SD-WAN, OMS, and core batch processing—lacked clear alert thresholds, severity classification logic, or assigned escalation paths. DevAltus compiled a consolidated view of these Monitoring Gaps and worked directly with platform owners to redesign alert definitions, escalation logic, and incident ownership. These improvements reduced noise, accelerated time-to-diagnosis, and restored confidence in the client’s ability to detect and respond to infrastructure degradation.

We also provided guidance on broader Process Governance efforts. In areas where change management, operational readiness, and risk acceptance were informal or undocumented, DevAltus introduced working templates, communication protocols, and control checkpoints that elevated the quality of execution and helped the client regain operational discipline. These changes were particularly critical in environments with external partners, where gaps in process ownership had previously led to misaligned expectations and unplanned outages.

6. AI & Tools Enablement

DevAltus played a lead role in defining and executing the client’s internal AI enablement strategy, transforming a scattered set of exploratory ideas into a structured and actionable program. From the outset, we led discovery efforts that surfaced fragmented initiatives, overlapping efforts, and a lack of clear ownership. DevAltus stepped in to unify these threads, provide architectural clarity, and establish a forward-moving plan grounded in the client’s operational realities and strategic objectives.

We designed and facilitated a comprehensive series of stakeholder engagements spanning infrastructure, operations, analytics, and executive leadership. These sessions resulted in a prioritized roadmap of practical AI use cases, including automation of service management processes, intelligent routing of field support requests, and early exploration of generative AI for knowledge base creation and agent augmentation. Throughout, DevAltus operated as the connective tissue between internal teams and Accenture’s delivery arm—ensuring role clarity, decision alignment, and delivery accountability across a complex and multi-party landscape.

In parallel, we architected a foundational AI governance framework, advising on policy boundaries for data access, model lifecycle management, and third-party platform usage. Our technical input shaped the infrastructure design for AI sandbox environments, including provisioning, access control, and network segmentation. These design decisions ensured that the AI program could scale securely, remain auditable, and align with both compliance requirements and internal risk posture.

Beyond AI, DevAltus provided direct leadership in reorienting the client’s fragmented tooling landscape. We launched and drove a top-down Tooling Strategy and Roadmap initiative to address platform sprawl, inconsistent adoption, and ownership ambiguity. Leading a series of targeted working sessions across engineering, infrastructure, and business operations, we helped the client define strategic criteria for tool selection, establish deprecation paths for redundant systems, and ensure future tooling aligned tightly with modernization goals.

Our team conducted a thorough cataloging of existing tools in observability, configuration management, identity and access, automation, and change control. For each, we assessed operational fit, licensing efficiency, integration challenges, and long-term viability. Where gaps were identified, we recommended targeted solutions based on compatibility, scalability, and organizational maturity.

The result was a unified and forward-looking operational foundation. DevAltus not only jumpstarted the client’s AI journey but also reshaped their tooling governance to support sustained transformation—positioning the organization to operate more efficiently, securely, and strategically across all layers of infrastructure and operations.

Technologies