Success Story | Incident Management Right on Your Smartphone

When every malfunction demands immediate attention, but not every one requires an on-site response

For energy utilities with distributed power plant locations, every minute counts. At the same time, not every system alert is critical enough to warrant immediately dispatching a technician to the power plant. However, without direct access to relevant information, an alert to the on-call team often results in long travel times, wasted time, and unnecessary dispatches.

For an energy provider with multiple power plants, ICS therefore developed a comprehensive solution that delivers plant and fault alerts directly to the on-call staff’s smartphones.

The Challenge

The technical equipment at the power plants is continuously monitored. If malfunctions or changes in status occur, the existing systems generate corresponding alerts.

Until now, on-call staff often had to first drive to the respective power plant to investigate the cause and process the alert in the system. Only once on site could they assess whether action was actually required.

The energy provider was therefore looking for a solution that:

• Make plant alerts available in real time on mobile devices
• Enables a rapid assessment of the situation
• Allows alerts to be processed and acknowledged directly via mobile devices
• Integrates with the existing power plant and security infrastructure
• Works reliably even with unstable cellular connections

The ICS Solution

ICS developed an end-to-end solution consisting of:

• Mobile app
• Backend systems
• Custom interfaces
• PLC and plant integration
• Synchronization and replication mechanisms
• Operation and Maintenance

As soon as a malfunction occurs in a power plant, the relevant information is automatically transmitted to the responsible employee. Using the mobile app, the employee can immediately view, assess, process, and acknowledge the alert.

Additional information, such as measured values or plant statuses, is also provided. This ensures that the on-call staff receives exactly the data needed to make an informed decision.

The result: Employees can immediately determine whether immediate action is required or whether the malfunction can be addressed at a later time.

Fewer trips, faster decisions

Mobile access to system alerts enables the on-call team to respond more quickly and make more informed decisions.

Benefits for the operator:

• Faster assessment of malfunctions
• Shorter response times
• Reduction in unnecessary on-site visits
• Greater transparency in the on-call team
• More efficient use of personnel resources

Reliable even with poor cellular coverage

Power plants are often located in regions with limited cellular coverage. That is why the application was specifically developed for use under real-world operating conditions.

Connection interruptions are automatically handled: as soon as a connection is available again, the solution synchronizes the relevant data.

This ensures that mobile processing of reports remains reliable even under challenging conditions.

Designed for critical infrastructure

The solution connects multiple power plants with different facilities and PLC systems. Consequently, high demands are placed on:

• Availability
• Data security
• Scalability
• Long-term data retention
• Reliability

Thanks to replication mechanisms and a robust backend architecture, messages remain available even during temporary outages and can subsequently be automatically synchronized.

Seamless integration into existing security zones

Power plants typically have clearly separated network and security zones. The mobile solution therefore had to meet all security requirements while simultaneously enabling access to relevant information.

ICS developed the necessary interfaces and data paths so that the solution integrates seamlessly into the existing infrastructure. Communication takes place exclusively via defined and secure channels.

Everything from a single source: From the PLC to the mobile app

The project’s particular strength lies in its holistic implementation.

ICS handled all components of the solution:

• Hardware and PLC connectivity
• Interface development
• Back-end systems
• Mobile app development
• Synchronization and replication
• Security Integration
• Operation and Maintenance

This results in a seamless solution in which equipment, backend systems, and mobile applications work together reliably.

The Result

The utility provider makes all relevant plant notifications available to its on-call staff via mobile devices. Malfunctions can be immediately assessed, addressed, and acknowledged.

This reduces response times, avoids unnecessary trips, and sustainably improves the efficiency of the on-call service. At the same time, the solution meets the high demands of modern energy supply in terms of availability, data security, and integration of existing power plant technology.

Would you like to optimize processes or are you facing a similar challenge?

ICS develops customized solutions for complex requirements and existing system landscapes. From the initial concept through technical implementation and integration to secure operation—using AI, traditional software development, or the right combination of both.

Talk to our experts about your needs. 🚀