Technologies on Customer

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21 Νοε 2013 (πριν από 3 χρόνια και 11 μήνες)

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The Impact of New
Technologies on Customer
Service


EPB Chattanooga, TN


November 15, 2011


Agenda


About EPB


Smart Meter Timeline


Smart Grid Objectives


System Architecture


Smart Grid Building Blocks


HAN Home Area Network


Customer Service Benefits


Questions and Comments

About EPB


EPB is owned by the City of Chattanooga TN


Service area 600 square miles


170,000 electric customers


In 2009 launched FTTH Smart Grid Initiative


Currently have 82,000 smart meters deployed




About EPB

About EPB


Why is EPB building a Smart Grid?



Intelligent, Interactive and Self
-
Healing


Reduce Outage Duration


Power outages cost businesses in our service area $100 million/year.
We aim to reduce that by 40%


More Customer Options


Data for customers to better manage their energy use


Operational Efficiency


Real time data and interaction will allow us to manage our assets more
effectively, reduce peaks, reduce theft, and automate formerly manual
processes


About EPB


Outage Management


EPB has recently installed a new OMS/MWFM system which
utilizes real time communications with field crews to OMS and to
CIS. We want to continue this to the equipment in the field to
have real time data acquisition and control for all end points on
the electric system.


Customer Service


Customer Service will have information at their finger tips that
has previously not existed. (real time meter reads, outage
notification, 15 min interval data for all customers, web
presentment software, etc.)


Smart Meter Timeline

9
/
1
/
2004
6
/
1
/
2009
10
/
04
1
/
05
4
/
05
7
/
05
10
/
05
1
/
06
4
/
06
7
/
06
10
/
06
1
/
07
4
/
07
7
/
07
10
/
07
1
/
08
4
/
08
7
/
08
10
/
08
1
/
09
4
/
09
9
/
04
AMRA
Conference
2004
9
/
05
AMRA
Conference
2005
9
/
06
AMRA
Conference
2006
9
/
07
AMRA
Conference
2007
9
/
08
AMRA Conference
2008
,
Final Pricing
,
Customer Site Visits
,
Headquarters Visit
4
/
06
AMI Pilot
Information
Intellect
12
/
07
AMI RFP
Released
7
/
08
Addendum
5
/
08
Vendor
Demos
6
/
09
AMI
Full
Rollout
4
/
09
AMI
Proof of Concept
1
/
09
AMI
Lab
/
Classroom
Evolution of AMI at EPB

Areas Represented



Meter

Customer Relations

Strategic Planning

Strategic Systems

IT

Preventive Maintenance

Finance

Telecomm

Project Resources

20+ employees
worked on the
evaluation of AMI
vendors.

Smart Grid Objectives


Reduce customer outage time


Real time data easily accessible


Control equipment in the field


Active outage notification


Automate the meter reading process


Revenue Assurance (UTAP)


Scalability/Flexibility/Ease of Deployment


Power the ONT


Smart Grid Ready

AMI Objectives

AMI
Objectives
Fiber Network
Utilize fiber at
approximately
33
%
-
50
%
of the homes
Meters must be IP
addressable
Meter Reading
Automate meter
reading process
Read meters every
15
minutes instead
of once per month
Data
Increase data from
1
per month to over
2800
per month per
meter
Near real
-
time
access to data for
data analysis and
web presentment
Must be able to
accommodate TOU
rates with CPP
Control
Equipment
Disconnect
/
Reconnect
capability
On
-
demand reads
HANs
,
DA systems
,
other Smart Grid
applcations
Outage
Notification
Must have active
notification for all
meters
Must interface with
OMS
Revenue
Assurance
Tamper Detection
Zero Consumption
Stolen or relocated
meters
System
Architecture
Scalability

AMI
and IT equipment
Flexibility

change
with technology
improvements such
as communication
Ease of
Deployment


self
-
healing and
Self
-
realization
ONT Power
Must provide power
to the ONT from the
meter center
Must provide
battery backup for
the ONT
Smart Grid
Ready
Home Area
Networks
(
HANs
)
Demand Response
Distribution
Automation
(
DA
)
Predictive Analysis
System Architecture

AMI Building Blocks

DESIGN CRITERIA

ATTRIBUTES


Scalable


Easy integration with
back office
applications


Processing power


Scalable


Public & private comms
options


Standards based


Redundancy



Strong security


Priority driven
messaging


Utility lifecycle


Appliance connectivity


Simple management


Isolate HAN lifecycle


Customer signaling


Evolutionary design




Application interfaces

-

simple TCP/IP links


Two
-
way
communications
interoperability:

-

SCADA

-

CIS / Billing / etc.


Multiple platforms

-

wired or wireless


Standards based



WiFi, WiMAX, GSM


Public/private


Right
-
sized capacity


Cost
-
effective

migration path


Rapid deployment



Surgical deployment


Self
-
initiating &

self
-
healing network


Standard radios


Meter endpoints for

-

electric / water / gas


Multiple meter types
supported


Over
-
the
-
air programming


Access via meter / load
control


DR modules:

-

load control

-

IHD / smart thermostat


Time
-
stamped


Opt
-
in & out

LAN

Local Area Network

HAN

Home Area Network

WAN

Wide Area Network

NS

Network Server

SMART HOME

TUNet TECHNOLOGY

TUNet serves as
backbone network for all
meter & HAN data

HAN: HOME AREA NETWORK

IHD communicates via
ZigBee or 900 MHz;
interfaces with multiple
devices

Two
-
way, real
-
time
network established
between utility & home

TUNet endpoints provide
access to home: meter,
In
-
Home Display, load
control device

LM communicates via
900 MHz; connects with
up to three devices

Customer Service Benefits


How AMI helps EPB meet its objectives



Be able to vary the read schedule to minimize consumption
variation


Be able to accommodate customer’s wishes at the time they want.


Real time data easily accessible with load profile data available to
all customers


Option to control equipment in the field (Water Heaters, Pool
Pumps, etc)


Active outage notification and better estimated time of restoration


Revenue Assurance (UTAP)


Automate the meter reading process


Home area networks to reduce consumption and assist the
customer


Load growth analysis



Customer Service Benefits


Reduced operating cost


meter reading and fewer field visit work orders


Revenue Assurance


identify and resolve power theft issues in a timely
manner


Improved system operation


outage identification, power quality monitoring,
predictive analysis (equipment failure & fault location)


Customer service


near real
-
time information available to CSRs, improved
response time for many work orders, increased accuracy in data collection,
web presentment capability, and options for customers (pre
-
pay, billing dates,
TOU, etc.)


Demand Response


ability to respond to peak demand with load shedding
and load shifting options. Allows utilities to better utilize existing assets and
reduce the environmental effects of additional power generation.


Active outage notification


Allows EPB to be notified with a power problem
quickly and efficiently.

Customer Service Benefits


Customer Service Reps will have the ability to assist customers with
data at their finger tips. One call high bill resolution with the availability
of real time consumption and 15 minute historical data for all
customers.


Voltage information available on the interval along with alarms to help
reduce power quality calls.


Remote Disconnect!
This is a whole new era to Customer
Service. Same day and timely reconnects for customers. High volume
turnover accounts, access issues, etc.


Available architecture for pre
-
pay programs.


Provide information to the customer in multiple convenient ways that
allows them to make wise decisions concerning their electrical usage.

Customer Service Benefits



Thank You!



Questions?