con2081 windsor
TRANSCRIPT
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Todays Meter to CashChallenge - M2C Roadmap
Steven WindsorSenior 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 SuccessInnovation, Differentiation, & Smarter Grids
Multiple interaction channels
Smart Grid Operations
Pro-sumers
Aging Workforce
Aging Assets
Variable PricingEV Mobility
B
a
Understand /
Segment the market
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CustomerSegmentation
CommunicationsPreferences
Web/MoInf
The Changing Face of Customer ServicModes of Communication are Changing
Cross ChannelCommunications
Soc
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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 RequirementsLegacy CIS Systems
Monthly Billing
Passive Customer
Monolithic
Central Generation
Meter and Interval Data in
CIS
Energy Services
New pricing models RTP, TOU, C
Near real time usage
Customer Engagement Tools/Acti
Componentized into Rating & Bil
Collections, Customer
Distributed Generation, non trad
customers
Bill determinants from Meter Dat
Non energy services and demand
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Customer Care and Billing
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Oracle Utilities Customer Care and BillFunctional Summary
Customer Service
Provides the CSR with a 360view of the customer to
handle any request Integrated customer self service
Schedule and track field work
Seamless User Interface and wo
Rating and Billing
Calculate any utility tariff.
Bill metered or unmetered services, one-time or
cyclical
Support billing for smart grid (net
vehicles, prepaid)
High volume and high performan
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 managemen
programs)
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Customer Care and Billing for Program Mana
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
Impl
Operations
Reporting
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LowerTCO
EnhancedCustomerService
Capabilities
Customer Care and Billingfor Smart Grids
Foundational Enhancements
Net metering
Billing for charging of electric Prepaid metering using AMI
Rating Engine
Large account management
Enhanced rate check
Siebel integrations
Program Management
Configurable bill extract
Simplified rate maintenanceAddress validation API
Adoption of FW4
Security enhancements
Oracle Enterprise Manager (O
Customer Care and Billing v2.4Release Theme Enhancements
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Considerations for CC&B 2.5
Contact management enhancements (alerts & customer
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 ServiceOverview
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Oracles Customer Self ServicesPortal, phone, tablet
MARKET AND REGULATORY DEMANDS
Self-service technology is wide-spread
Satisfy regulatory mandates withactionable data
OPERATIONAL AND INNOVATIVE
Reduces costs and improvesoperational 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 supportinglegacy and 3rdparty apps
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Oracle Utilities Customer Self ServiceFunctional 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 S
Add Meter Readings *
Billing and Payment Management
Process Payments and Payment Arrangements *
View Bill and Payment History *
Rate Comparisons
* Enabled for
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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 (201
Customer Service Manageme
Start/Stop Service Enhance
Usage Data Download (Gre Submit Issue for Investigatio
Issue and Case Tracking
View Appointment Bookings
Setup Landlord Reversions
Demand Program Manageme
Program Enrollment
Response Event DashboardMobile Application Access
Billing and Payment Manag
Customer Service Managem
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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 AccountManagement
Request Construction and Development
Services
Commercial Account Contract Management
Proposed Features in OUCSS v2.2 (201
Demand Program Man
Program Recommend
Complex Program En Request Onsite Energ
Online Energy Audit
* Mobile Access will be
support new functionalit
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Meter Data ManagementOverview
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Smart Meter initiatives continue!annual smart meter shipments are projected to surpass 140 million units worldwide by 2016, up
2011. This represents a compound annual growth rate (CAGR) of 32.9 percent over t
period -Dean Chuang, IDC Energy Insights
Current Market Industry Analysis
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Evolution of Meter Data ManagementMoving Beyond Basic Meter-to-Bill
First generationbuilt for C&I
customers
Been around foryears
Focus on flexibilityand complexitiesrequired to supportC&I rates
Smart meters extend focus toresidential market
Volume of dataexponentially higher
Leverage knowledgefrom the C&I marketto standardize andautomate processes
for the residentialmarket
Increase customerexpectations
Continue to supportthe C&I demands
Expandmeter
Built forperformanc
Leverage Mincrease uteffectivene
Operational e
Customer sat
Asset utilizatio
Revenue prot
Expand businopportunities
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The Value of Accurate, Complete Meter
Provides data to qualify customers for energy/water response and conservation programs.
Provides proof of compliance or non compliance withconservation programs
Determines effectiveness of energy/water and conseprograms.
Marketing
Aids in preparation of rate cases
Aids in the ability to prove results for demand responetc.
Generation Planning
Provides data for forecasting future demand
Provides data to aid in the rate recovery for generatio
Shaves supply costs. Supply managers use interval tune supply portfolios. Because smart metering enabefficient procurement and delivery, supply costs
Regulators
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MDM Market Trends
Move away from low-functionality MDMs that are little m
Move toward high-scaling MDMs
Move toward MDM not only in electricity but also in gas
Consolidation. Most initially independent vendors have n
acquired
Move beyond meter-to-cash and toward summarized me
improve a wide variety of utility business functions Move toward using MDM as part of prepayment system
require specialized prepayment meters
MDM M k T d
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MDM Market Trends
Generation 2 MDM Business RequiremGeneration 1 MDM Systems
Strictly Meter to Cash
Functionality
Low Scale built for C&I only
Electric Only
Custom Integrations
SilodAnalytics
Traditional Cyclical Billing
Comprehensive support for Distribut
Cash Use Cases
Reengineered for both high function
Complete support for Electric, gas, a
Vendor supported integrations to lea
solutions Integrated analytics with Customer a
applications
Support for multiple billing models (
payment, event billing)
MDM 2 1 Pl d E h t
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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 devic
More complex usage rules
Ratcheted demand
Peak time rebates
More
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Smart Grid GatewayOverview
SGG S l ti O i I N t h ll
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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 reusablefrom any
enterprise application
Usage and command data auditing and
performance analysis
SGG integration foundation is reusable,
extensible, upgradeable
More than just web services
C tl A il bl P d ti d Ad t
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Currently Available Productized Adapte
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 custom ers wo rldw ide
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Oracle Utilities Business Intelligence S
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Oracle Utilities Business Intelligence S
Provides end-to-end operational analytics for Utility Operations
Meter to Cash, Customer Service, Distribution, Workforce Manageme
Management
Leverages productized and supported, utilities-specific extractors and
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 decisi
Provides a framework that is extensible beyond the Oracle Utilities ope
Oracles goal is to provide the Utility industrys most complete, panalytics solutiona platform that
OBIU 2 4 CC&B Analytics
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OBIU 2.4 CC&B Analytics
8 New Dashboards
27 New Pages
Drill-back into CCB
Additional Drill-down poin
workflows
OBIU 2 4 Outage Analytics
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OBIU 2.4 Outage AnalyticsWhat 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 navigat
Separate dashboards for histori
and current events
OBIU 2 4 Meter Data Analytics
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OBIU 2.4 Meter Data Analytics
Compare and analyze events
between selected dimensionalentities
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
OBIU 2 4 SP3 Exceptions Analytics
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OBIU 2.4 SP3Exceptions 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
OBIU 2 5 CIS Analytics
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Pay Plans (3 New Pages, 8 New An
Payment Arrangements (4 New Pag Collection Template Effectiveness (1
Analysis)
OBIU 2.5 CIS Analytics
Revenue Analytics Credit and Collection
Billing ( 9 New Pages, 20 New Analysis)
OBIU 2 5 ODM Analytics
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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 com
Electronic Failures requirin
Repair and Testing
Acceptance Testing
Time in Repair
Test Failures and Repair B
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Customer and Meter toCash Roadmap Summary
Customer Management Roadmap (sh
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6
Customer Management Roadmap (sh
Current Release 36 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
v2.1
Expand Bill Advanced C
Manageme
Business Expansion o
Demand Sid Adoption of
The development, release, and timing of any features or functionality described for Oracles products remains at the sole
Customer Management Roadmap (lon
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5
Customer Management Roadmap (lon
12 years 34 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 Generation B
Joint Attachm New NEMs M
New Electric
The development, release, and timing of any features or functionality described for Oracles products remains at the sole
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Meter Data Management Roadmap (lo
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5
Meter Data Management Roadmap (lo
23 years 45 years
The development, release, and timing of any features or functionality described for Oracles products remains at the sole
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 Infrastructur
DR Manage
DR Market I
Smart Grid Support Dist
Automation
Upstream de
Downstream
Settlements CCB Whole
Meter Data Management Transformer Load Management
Market Transactions
Other devicessensors, 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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Graphic Section Divider
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