The article discusses how utilities can use big data to improve customer service and business goals by focusing on technology and business needs. It suggests that utilities should establish a strong grid foundation based on open standards and then integrate information and operations technology to create a smart grid. By observing data behavior and collaborating across departments, utilities can efficiently route data and ensure secure access for value creation. The key idea is that all stakeholders should have access to data that can benefit them, with operational data going to the control center in real-time and nonoperational data stored for on-demand access.