COGNYST helps utilities acquire and implement customer service technologies. Business Case Development: Needs assessments, economic and financial analyses; value chain modeling to identify the full range of benefits; alternative scenario impact modeling. Technology Procurement: Requirements definition; specifications and Requests for Proposals; vendor selection and contract negotiation. Reengineering: Process analysis, benchmarking and optimization to ensure that business processes, employees and organization are aligned with the new technology. Project Management: Implementation planning; project management, monitoring and control; post implementation auditing. Strategic Planning: Identifying and quantifying organizational and customer service-related goals and objectives; developing strategies and tactics to achieve competitive customer relations management. Policy Analysis: Reviewing and revamping policies and regulations. Customer Satisfaction: Customer focus group and survey design and administration; programs for managing customer expectations; communications and public relations. COGNYST works closely with Dr. Howard Scott who conducts client-specific research on developing markets and products, as well as general studies, compilations and surveys. Among our publications: The Scott Report on AMR Deployments, the most comprehensive compilation of AMR activity among North American water, gas and electric utilities. Electric and Gas Utilities in the United States, an analysis of information prepared by the United States Energy Information Administration.