Beyond maintenance: The impact of high-voltage service to the future

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Service as an offering: Sustaining and evolving the power grid for future generations

In August 2003, a major power outage plunged parts of South London and north-west Kent into darkness, affecting 476,000 people and causing widespread disruption to the London Underground and rail services.¹ The incident was traced back to a series of preventable issues: an untreated oil leak in a substation transformer, misinterpretation of alarm signals, and the installation of an incorrectly rated protection relay. These maintenance oversights culminated in a 40-minute blackout, underscoring the critical importance of diligent infrastructure upkeep to prevent such widespread failures.

Similarly, in December 2021, France faced a nuclear power crisis when stress corrosion cracking was discovered in several reactors, leading to the shutdown of multiple plants.² This reduced the country’s nuclear energy production to its lowest level since 1993, resulting in electricity shortages and increased reliance on imported energy. The situation highlighted the consequences of deferred maintenance and the necessity for regular inspections to ensure the reliability of critical power infrastructure.

These incidents serve as stark reminders that neglecting maintenance can lead to significant power disruptions, affecting millions. In this blog we will look at the importance of thorough routine maintenance and proactive service strategies in critical power infrastructure

Understanding service in high-voltage energy systems

In an era of rapid change within the energy transition, the longevity and performance of our power grid’s installed base are crucial to ensuring a reliable energy supply. It entails more than just maintaining aging equipment, it demands a forward-thinking service strategy that integrates modern technology, sustainability practices, and collaborative customer relationships. Service, in this context, becomes more than a support function – it transforms into a proactive enabler of energy resilience and progress. 

Service in high-voltage energy systems begins with being attuned to customer needs; not only addressing present-day concerns but anticipating future challenges. As the energy transition accelerates, the continued operation of aging infrastructure – some of which was designed to last a few decades – becomes essential. Service plays a pivotal role in extending the lifespan of existing equipment while decarbonizing and modernizing systems to align with evolving energy demands.

A duality or blend of hands-on know-how and technological savviness ensures that legacy systems and the latest innovations coexist seamlessly. Artificial intelligence (AI) for example, is beginning to enhance service capabilities, enabling predictive maintenance, faster troubleshooting, and smarter upgrades. These tools, however, depend on robust foundational knowledge of high-voltage systems, making continuous learning a cornerstone of effective service. 

The evolution of service roles where knowledge meets technology

The classic image of a service technician as someone who could fix anything with a wrench and intuition has evolved. Today’s field engineers navigate digital tools, AI-powered diagnostics, and advanced monitoring systems. The shift underscores the importance of preserving and passing on generational knowledge. Many service veterans eventually transition into training roles, ensuring that expertise spanning decades is not lost but shared with the next wave of engineers.

To support this continuous learning, Hitachi Energy invests in comprehensive training programs. These include virtual and hands-on sessions at state-of-the-art facilities, where participants engage with both legacy and modern high-voltage equipment. By combining e-learning, classroom instruction, and practical workshops, training centers ensure that service teams – and even customers – stay current with technological advancements and regulatory changes.

Borrowing best practices from consumer industries, Hitachi Energy has introduced 24/7 customer support centers. These hubs not only offer technical advice but also provide rapid solutions in multiple languages, reflecting the global nature of the energy sector. Yet, serving critical infrastructure also brings unique challenges, such as maintaining strict cybersecurity and data confidentiality. Service teams operate within clear protocols, ensuring that sensitive information remains protected while delivering high-quality support.

Decarbonizing the installed base for sustainability

As the world grapples with climate change, service is taking bold steps to reduce the environmental impact of high-voltage systems. One significant initiative is the replacement of SF₆ gas – a potent greenhouse gas used in electrical equipment – with sustainable alternatives like C4-FN. This fluorinated gas is used in small percentages within the Hitachi Energy EconiQ^TM high-voltage portfolio. It enables the equipment to retain its compact size and minimize material usage, which further enhances the overall carbon footprint. Through innovations like EconiQ retrofill, service teams replace SF₆ in existing systems without altering the equipment’s core design. This not only reduces carbon footprint but also aligns with global climate goals. 

Sustainability goes beyond gas replacement. Extending the life of existing equipment significantly lowers the environmental cost associated with producing and disposing of new materials. A circular approach, from repurposing old equipment to optimizing transportation and minimizing waste, integrates sustainability into every phase of service with a view to making a meaningful impact on the sector’s overall carbon footprint.

Transforming data into actionable insights through digitalization

Digitalization is reshaping the service landscape by turning raw data into actionable insights. By connecting information across tools and systems, service teams offer customers a holistic view of their assets, enabling smarter decision making.

Traditional time-based maintenance follows rigid schedules, while condition-based approaches like the following adapt to equipment usage patterns. 

Predictive maintenance

• Uses AI-driven algorithms to forecast failures and recommend preemptive actions.
• Requires robust data and domain expertise for effective implementation.

Real-time monitoring

• Sensors collect live performance data to detect issues early.
• Enhances reliability, minimizing costly downtimes or digital vulnerabilities.

Global perspectives: Adapting to regional realities

Service strategies vary in different regions, shaped by local regulations, financial models, and technological maturity. For instance, countries with CAPEX-focused utility models prioritize new infrastructure investments over lifetime extensions for existing assets. In contrast, regions with OPEX-friendly frameworks are more likely to adapt digital solutions that enhance operational efficiency.

Emerging markets, particularly in South Asia and the Middle East, are poised to leapfrog in their adoption of sustainable and digital technologies. Meanwhile, China’s advanced vision for a digital grid sets a benchmark for global innovation. By tailoring solutions to regional context, the service team addresses diverse needs while fostering global progress.

The human element: Collaboration and vision

At its core, effective service hinges on collaboration – both within the industry and with customers. Utilities, manufacturers, and service providers share a common vision of sustainability, reliability, and innovation. The challenge lies in aligning these goals with practical realities, including cost considerations and energy pricing.

Emerging technologies like virtual reality are set to revolutionize training and on-site guidance, while AI and advanced analytics will unlock new levels of efficiency. Yet, the heart of service remains its people, skilled engineers, trainers, and innovators who bridge the gap between legacy systems and future solutions.

Interested to learn more? Tune in to the latest Power Pulse episode where I explain how service is about being curious, wanting to go beyond, and pushing the boundaries to improve the longevity and performance of our installed base of high-voltage equipment.

Conclusion: Service as a catalyst for energy transformation

Service in high-voltage energy systems is no longer a reactive function – it is a proactive, strategic offering that drives sustainability, digitalization, and customer satisfaction. By extending the life of aging infrastructure, adopting sustainable practices, and leveraging digital tools, service teams ensure the reliability and resilience of the power grid for decades to come.

As the energy landscape evolves, so too must our approach to service. It is a journey of continuous learning, innovation and collaboration – a journey that ultimately benefits not just the industry, but society as a whole. In the face of global challenges, service emerges as a powerful catalyst for change, illuminating the path toward a brighter, more sustainable future.

NOTES

^{1 The power cut in London on 28 August 2003
2 Nuclear Power in France}