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Nov 21, 2013 (3 years and 9 months ago)

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1

Today’s Meter to Cash
Challenge
-

M2C Roadmap

Steven Windsor

Senior Director Oracle Utilities

Japan Asia Pacific

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Program Agenda


Industry Trends


Customer Care & Billing


Customer Self Service


Meter Data Management


Smart Grid Gateway


Customer Operations Business Intelligence


Customer and Meter Roadmap

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Challenges and Key to Success


Innovation, Differentiation, & Smarter Grids

Multiple interaction channels

Smart Grid Operations

Pro
-
sumers

Aging Workforce

Aging Assets

Variable Pricing

EV Mobility

Demand Response
and Virtual Power
Plants

Business Value
and Analytics

Understand /
Segment the market

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Customer
Segmentation

Communications
Preferences

Web/Mobile Access to
Information

The Changing Face of Customer Service


Modes of Communication are Changing

Cross Channel
Communications

Social Media

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Changing patterns of Demand are driving new
Pricing Strategies


Pricing Transparency



Fixed prices for fixed operating costs


Distribution/Networks charges


Customer Service


Time
-
variable pricing



Distributing demand throughout the day and night


Time of Use


Dynamic Pricing


Demand Response Pricing



Shaving the peak

during critical periods


“Carrots”


“Sticks”


Pricing for customer generation


Net
-
metering


Feed in Tariffs


EV Business Models


In
-
home charging


Public charging

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Meter to Bill Process Considerations


Meter to Bill Process Complexity


Meter/Data
Comms

Network Operating Implications


Changing Master Data Ownership between applications


Customer data rights and ownership


Market participants


Customer Privacy


Leveraging the Technology to provide additional

services


Home Services


Energy Efficiency


Demand Response


EV Services


Distributed Generation services


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Advantages of newer CIS Systems

New Business Requirements

Legacy CIS Systems

Monthly

Billing

Passive Customer

Monolithic

Central Generation

Meter and Interval Data in CIS

Energy Services


New pricing models


RTP, TOU, CPP


Near real time usage


Customer Engagement Tools/Active relationship


Componentized into Rating & Billing, Credit &
Collections, Customer


Distributed Generation, non traditional
customers


Bill determinants from Meter Data Management


Non energy services and demand services

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Customer Care and Billing

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Oracle Utilities Customer Care and Billing


Functional Summary

Customer Service


Provides the CSR with a 360
°

view of the customer to
handle any request


Integrated customer self service


Schedule and track field work


Seamless User Interface and workflows

Rating and Billing


Calculate any utility tariff.


Bill metered or unmetered services, one
-
time or
cyclical


Support billing for smart grid (net metering, electric
vehicles, prepaid)


High volume and high performance

Credit and Collections


Process payments


Provide a variety of payment plans


Manage overdue bills

Customer Program Management (coming in CC&B 2.4)


Manage customer communication preferences


Marketing campaign management including customer
segmentation


End to end program management (e.g. conservation
programs)

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Customer Care and Billing for Program Management


Business Benefit


Managing the customer lifecycle from beginning to end


360 degree view of the customer


Support the growth and complexity of demand side management
programs


Optimize business processes across multiple applications


Capability


Product catalog


Customer segmentation to create target lists


Customer communication preference management


Execute multi
-
stage, multi
-
channel marketing campaigns


Track customer response and create customer contacts


Assign leads to account reps


Program enrollment and notifications


Electronic application and rebate processing


Issue field and third party work and track the status



New Sales, Marketing and Program Management Functionality

Program

Planning

Marketing

Sales

Implementat
ion

Operations

Reporting

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Lower

TCO

Enhanced
Customer
Service
Capabilities

Customer Care and Billing
for Smart Grids

Foundational Enhancements


Net metering


Billing for charging of electric vehicles


Prepaid metering using AMI


Rating Engine


Large account management


Enhanced rate check


Siebel integrations


Program Management



Configurable bill extract


Simplified rate maintenance


Address validation API


Adoption of FW4


Security enhancements


Oracle Enterprise Manager (OEM) pack

Customer Care and Billing v2.4

Release Theme Enhancements

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Considerations for CC&B 2.5


Contact management enhancements (alerts & customer contacts)


Common exceptions (to
-
do management)


Workflow improvements (service tasks/cases)


User interface enhancements supporting user platforms


Knowledge management integration


Credit and Collection Enhancements


Partner management integration

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Customer Self Service
Overview

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Oracle
’s Customer Self Services





Portal, phone, tablet

MARKET AND REGULATORY DEMANDS


Self
-
service technology is wide
-
spread


Satisfy regulatory mandates with

actionable data

OPERATIONAL AND INNOVATIVE


Reduces costs and improves

operational efficiency


Enables collaborative programs

CUSTOMER FOCUSED


Empower your customers to participate


Increase your brand awareness


Green Button Support

ADVANCED ARCHITECTURE


Component library of self service capabilities


Web Services integration architecture supporting
legacy and 3
rd

party apps

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Oracle Utilities Customer Self Service

Functional Summary

Account Management


User/Password Management *


Account Information Management *


Alerts and Notifications *


Customer Service Management


Start, Stop, Transfer Service


Detailed Service Usage and Costs


Outage Reporting, Inquiry, and Status *


Add Meter Readings *

Billing and Payment Management


Process Payments and Payment Arrangements *


View Bill and Payment History *


Rate Comparisons

* Enabled for Mobile Browser Access

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Account Management


Advanced Notifications Management


Billing and Payment Management


Budget Management and Billing


Prepaid Customer Support


Compare Rates Enhancements


Commercial Account Management


Advanced Account Search and Filtering


Account Custom Attributes


Multiple Account Financial History


Multiple Account Usage Data Download


Multiple Account Usage Aggregation


Multiple Account Usage
Overlay

Proposed Features in OUCSS v2.1 (2013)

Customer Service Management


Start/Stop Service Enhancements


Usage Data Download (Green Button)


Submit Issue for Investigation


Issue and Case Tracking


View Appointment Bookings


Setup Landlord Reversions


Demand Program Management


Program Enrollment


Response Event Dashboard


Mobile Application Access


Billing and Payment Management


Customer Service Management


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Billing and Payment Management


Setup Donations


Partial Payment Allocation


Customer Service Management


Field Work Requests


Manage Appointment Bookings


Non
-
Emergency Problem Reporting


Street Crew Inquiries


Commercial and Community Account
Management


Request Construction and Development
Services


Commercial Account Contract Management

Proposed Features in OUCSS v2.2 (2014)

Demand Program Management


Program Recommendations


Complex Program Enrollment


Request Onsite Energy Audit


Online Energy Audit

* Mobile Access will
be enhanced
to
support new functionality

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Meter Data Management
Overview

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Smart Meter initiatives continue!

“…annual smart meter shipments are projected to surpass 140 million units worldwide by 2016, up from 25.4 million in
2011. This represents a
compound annual growth rate (CAGR) of 32.9 percent
over the 2011 to 2016
period”
-

Dean Chuang, IDC Energy Insights

Current Market Industry Analysis




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Evolution of Meter Data Management

Moving Beyond Basic Meter
-
to
-
Bill

First generation
built for C&I
customers …


Been around for
years


Focus on flexibility
and complexities
required to support
C&I rates

Smart meters extend focus to
residential market…


Volume of data
exponentially higher


Leverage knowledge
from the C&I market
to standardize and
automate processes
for the residential
market


Increase customer
expectations


Continue to support
the C&I demands

Expand beyond
“meter to cash”


Built for
performance


Leverage MDM to
increase utility
effectiveness


Operational efficiency


Customer satisfaction


Asset utilization


Revenue protection


Expand business
opportunities

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The Value of Accurate, Complete Meter Data


Provides data to bill complex interval rates


Aids detection of energy and water theft


Provide data to net bill customer for generation injected into grid


Enables prepaid metering

Billing and
Collections


Optimizing asset utilization through load aggregation


Aids determination of potential outage


Improves water and gas leak detection


Aids determination of where to direct infrastructure upgrade or
replacement


Provides means to reduce grid
-
related capital expenses. Network
managers can analyze and improve block
-
by
-
block power flows.
Distribution planners can better size transformers. Engineers can
identify and resolve bottlenecks and other inefficiencies.

Operations


Provides detail usage information to customers to aid in energy and
water usage decisions.


Provides information to help answer customer inquires about bills
and usage

Customer Service

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The Value of Accurate, Complete Meter Data


Provides data to qualify customers for energy/water demand
response and conservation programs.


Provides proof of compliance or non compliance with energy/water
conservation programs


Determines effectiveness of energy/water and conservation
programs.

Marketing


Aids in preparation of rate cases


Aids in the ability to prove results for demand response programs,
etc.

Generation Planning


Provides data for forecasting future demand


Provides data to aid in the rate recovery for generation assets


Shaves supply costs. Supply managers use interval data to fine
-
tune supply portfolios. Because smart metering enables more
efficient procurement and delivery, supply costs

Regulators

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MDM Market Trends



Move away from low
-
functionality MDMs that are little more than VEE


Move toward high
-
scaling MDMs


Move toward MDM not only in electricity but also in gas and water


Consolidation. Most initially independent vendors have now been
acquired


Move beyond meter
-
to
-
cash and toward summarized meter data to
improve a wide variety of utility business functions


Move toward using MDM as part of prepayment system that does not
require specialized prepayment meters

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MDM Market Trends

Generation 2 MDM Business Requirements

Generation 1 MDM Systems

Strictly Meter to Cash
Functionality

Low Scale built for C&I only

Electric Only

Custom Integrations

Silo’d

Analytics

Traditional Cyclical Billing


Comprehensive support for Distribution and Meter to
Cash Use Cases


Reengineered for both high functionality and high scale


Complete support for Electric, gas, and water services


Vendor supported integrations to leading AMI and CIS
solutions


Integrated analytics with Customer and Distribution
applications


Support for multiple billing models (cyclical, pre
-
payment, event billing)

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MDM 2.1 Planned Enhancements


Service Investigative Orders


Automated service order generation based on

MDM activities: AMI events, VEE exceptions,

missing readings and failed commands.


Enhanced Scalar Functionality


CCB scalar functionality: Meter

reader remarks, trend data, UIs


AMI Transition Processes


View consumption when device types change


Modify the existing VEE rules to use historical consumption when the device type changes


More complex usage rules


Ratcheted demand


Peak time rebates


More



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Smart Grid Gateway
Overview

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SGG Solution Overview In a Nutshell


Processing of AMI vendor formatted
Usage and Event data


Execute
smart meter commands
:


Ping


On demand read


Commissioning/decommissioning


Connect/disconnect


Adapter commands
reusable

from any
enterprise application


Usage and command
data auditing and
performance analysis

SGG integration foundation is reusable,
extensible, upgradeable

More than just web services

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Currently Available Productized Adapters


Landis+Gyr


Itron

MV
-
90


Echelon


Sensus


Silver Spring Networks


Itron

OpenWay

is currently in
development


Making our Vision a Reality

20 MDM V2 and 7 MDM/SGG customers worldwide

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Oracle Utilities Business
Intelligence

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Oracle Utilities Business Intelligence Strategy


Provides end
-
to
-
end operational analytics for Utility Operations


Meter to Cash, Customer Service, Distribution, Workforce Management, Asset
Management


Leverages productized and supported, utilities
-
specific extractors and schema


Extensive collection of pre
-
built KPIs


Is built on the globally recognized OBIEE platform


Enables spatial views, and mash
-
ups, for better and more rapid decision making


Provides a framework that is extensible beyond the Oracle Utilities operational suite

Oracle’s goal is to provide the Utility industry’s most complete, prepackaged
analytics solution


a platform that…

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OBIU 2.4 CC&B Analytics


8 New Dashboards


27 New Pages


Drill
-
back into CCB


Additional Drill
-
down points to support
workflows

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OBIU 2.4 Outage Analytics

What is new?


New Dashboards


2.4

2.4 SP2


3 New Dashboards


4 New Pages


Additional Drill
-
down points to
support workflows


Improved usability and navigation


Separate dashboards for historical
and current events

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OBIU 2.4 Meter Data Analytics


Compare and analyze events
between selected dimensional
entities


Get insight into how individual
dimensional entities relate to
device events across event
categories and event type


Choose dimension to investigate


Choose individual entities to
compare

What is new?
-

Comparison KPIs

Choose
Dimension

Choose
specific value
to compare

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OBIU 2.4 SP3


Exceptions Analytics


Exceptions are part of any CIS and other
common Utility applications such as MDM,
MWM & ODM


They represent ‘tasks’ that are assigned to
specific people or processes


Customers want to analyze Exceptions to
understand how often they are raised, what
types are raised more often, and how well are
they managed


In OBIU Release 2.4.0.3 we are developing
new analytics based on Exception data
spanning the various operational system
sources

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Pay Plans (3 New Pages, 8 New Analysis)


Payment Arrangements (4 New Pages, 9 New Analysis)


Collection Template Effectiveness (1 New Page, 4 New
Analysis)



OBIU 2.5 CIS Analytics

Revenue Analytics

Credit and Collection Analytics


Billing ( 9 New Pages, 20 New Analysis)



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OBIU 2.5 ODM Analytics



Device Location and Inventory


Infrastructure Ageing, Retired Devices


Installed Vs
Instore


Device Movement


Asset Failure


Days before Failure


Warranty status and Expiration



Firmware Management


Firmware Updates and compliance


Electronic Failures requiring Field Work


Repair and Testing


Acceptance Testing


Time in Repair


Test Failures and Repair Backlogs

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Customer and Meter to
Cash Roadmap Summary

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6


12 months

Customer Management


Roadmap
(short term)

Current Release

3


6 months

CC&B
2.3.1


Customer Self Service v2.0.1


Start / Stop / Change Service


Payment Arrangements


Outage Information


Consumption and Usage Analysis


Business Intelligence 2.4 SP2


To
-
Do Analytics


Enterprise Manager Packs


Utilities Pack for
CCB






Customer Care and Billing v2.4


Service Requests


Electric Vehicles


Demand Side Management


Prepaid Metering for Smart Meters


Framework Enhancements


Configuration Migration Assistant


Information Lifecycle Management


Security enhancements






Customer Self Service
v2.1


Expand Bill and Pay Management


Advanced Customer Service
Management


Business Intelligence 2.5


Expansion of CCB Analytics


Demand Side Management


Adoption of ODI



The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole dis
cre
tion of Oracle.

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5


6 years

Customer Management


Roadmap
(longer term)

1


2 years

3


4 years

Customer Care and Billing v2.5


Call Center User Interfaces


Contact Management Enhancements


Energy Management
Enhancements/Integration


Exception/To
-
do Management
Integration


Field Billing


Credit and Collections Enhancements


Customer Self
-
Service V2.2


Manage Appointment Bookings


Energy Audits


Commercial Account Contract
Management


Street Crew
Inquiries

Customer Care and Billing v2.6


Modular Rating and Billing,
Credit/Collections, Customer Care


Demand Response Integration


HAN Integration


Wholesale Markets Support


Quotations, Pricing and
Contract Mgmt


Residential


C&I

Customer Care and Billing
vX


Generation Billing


Joint Attachments


New NEMs Models


New Electric Vehicle Business
Models

The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole dis
cre
tion of Oracle.

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15


30 months

Meter Data Management


Roadmap
(short term)

6 months

6


15 months

Smart Grid Gateway adaptor


Itron

OpenWay


Operational device
Management V2.0


Asset tracking


Inspections


Compliance tracking






Service Order Integrations


MDM, MWM, SGG, ODM, CCB

Outage Automation


NMS
-
SGG: Last Gasp events, confirm
restoration

Service Order Integrations


MDM, MWM, SGG, ODM, CCB

Meter Data Management V2.1


Service Requests


Enhanced scalar meter support

Smart Grid Gateway


Expand Device Capabilities
-

Firmware,
Configuration, Self
-
Discovery

Business Intelligence V2.5


CCB
-

BI Enhancements


Demand Side Management (DSM)


Operational Device Management (ODM)


Transition to ODI

Meter Data
Mangement

V2.2


Revenue Protection


Settlements


Additional Water Capabilities


Additional Gas Capabilities

Smart Grid Gateway adaptors


Existing Adapter Updates


Expanding SGG Device Capabilities


CEP Integration


New Adapters
-

TBD

Business Intelligence V2.6


Continue transition to ODI


Revenue Protection


Network Model


Asset Optimization

Calculation Engine


First Fusion Component


To be used by QM, CCB, BC

The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole dis
cre
tion of Oracle.

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5


6 years

Meter Data Management


Roadmap
(longer term)

2


3 years

4


5 years

The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole dis
cre
tion of Oracle.

Meter Data Management


Wholesale Markets Support (Big Water and
Big Gas)


Advanced Distribution Analysis


Smart Grid Gateway


Demand Response Operations


Support Substations


Integration to NMS for Distributed
Generation


Forecasting Product


Experimental forecasting model analysis


Business Intelligence


Continue expand BI capabilities for new
products and cross
-
product analytics


Meter Data
Mangement


Infrastructure Metering


DR Management and Integration


DR Market Integration


Smart Grid Gateway


Support Distributed Generation and
Automation


Upstream device vendor


Downstream device vendors


Settlements



CCB Wholesale Markets Integration

Meter Data Management


Transformer Load Management


Market Transactions


Other devices


sensors, IHD, HAN


Energy Management Exports

Smart Grid Gateway


Real
TimeEvent

Analysis and Intelligence


Expand intelligent device support

Load Settlements (re
-
platform)


Load Profiling, Aggregations


Volume Settlement

Financial Settlements (re
-
platform)


Energy imbalance


Supplier billing, Shadow billing


Pricing & strategy

New Forecasting Product


Basic service point forecasting

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