Customer Bill Redesign for a Leading Utility
A leading utility engaged Greencastle to provide Agile Delivery Lead support for a multi-year customer bill redesign. The objective: deliver a modern, accessible bill experience for roughly 2 million customers while streamlining internal delivery across cross-functional teams. Working side-by-side with product, design, and engineering, Greencastle established an agile operating model, clarified scope, and accelerated backlog delivery, positioning the program for a 2026 go-live and improved accessibility for all customers.
THE SOLUTION
The Greencastle team delivered comprehensive Agile Delivery in support of a streamlined and more accessible bill experience for customers.
Benefits
- Customer Impact Readiness
Design and delivery are tracking to serve ~2M customers at launch, with cross-functional alignment on bill content, scenarios, and edge cases. - Execution Discipline
A repeatable agile rhythm, transparent roadmaps, and dependency management have reduced churn and improved delivery predictability across teams. - Quality & Compliance Posture
Accessibility considerations are built into story acceptance and test plans, improving the utility’s ability to meet accessibility expectations at launch.
APPROACH
Agile Delivery Leadership
Greencastle embedded an Agile Delivery Lead to stand up the program’s cadence, backlog refinement, sprint planning, daily stand-ups, reviews, and retrospectives. We built lightweight governance, clarified roles, and synchronized dependencies across teams to keep scope, schedule, and quality aligned to business priorities.
Backlog & Requirements at Scale
Partnering with product owners and business stakeholders, we translated business outcomes into actionable work, delivering 180+ user stories with clear acceptance criteria and test paths. We instituted a structured Definition of Ready/Done and integrated story mapping to ensure traceability from epics to deployable increments.
Accessibility & Customer Experience
While quantitative ADA conformance is still being validated, Greencastle drove a “design for accessibility” approach, embedding accessibility checkpoints in definition of done, partnering with UX for content hierarchy and readability, and aligning delivery teams to WCAG-informed standards to materially improve the customer experience.
CONCLUSION
Greencastle’s Agile Delivery Lead support is helping this leading utility move a complex, customer-facing modernization from intent to executable work—at scale. With disciplined ceremonies, a robust backlog, and accessibility embedded in delivery, the program is positioned to launch a clearer, more inclusive bill experience in 2026 while sustaining an agile operating model the organization can reuse beyond this initiative.
