Today’s Meter to Cash Challenge - M2C Roadmap Steven Windsor Senior Director Oracle Utilities Japan Asia Pacific
Program Agenda • Industry Trends • Customer Care & Billing • Customer Self Service • Meter Data Management • Smart Grid Gateway • Customer Operations Business Intelligence • Customer and Meter Roadmap
Challenges and Key to Success Innovation, Differentiation, & Smarter Grids Demand Response and Virtual Power Plants Multiple interaction channels Aging Assets Smart Grid Operations Aging Workforce Understand / Segment the market Business Value and Analytics EV Mobility Variable Pricing Pro-sumers
The Changing Face of Customer Service Modes of Communication are Changing Cross Channel Communications Social Media Communications Preferences Web/Mobile Access to Information Customer Segmentation
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
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 additionalservices Home Services Energy Efficiency Demand Response EV Services Distributed Generation services Meter to Bill Process Considerations
Advantages of newer CIS Systems Legacy CIS Systems New Business Requirements
Oracle Utilities Customer Care and Billing Functional Summary
Customer Care and Billing for Program Management New Sales, Marketing and Program Management Functionality • 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
Customer Care and Billing v2.4 Release Theme Enhancements • Configurable bill extract • Simplified rate maintenance • Address validation API • Large account management • Enhanced rate check • Siebel integrations • Program Management • Net metering • Billing for charging of electric vehicles • Prepaid metering using AMI • Rating Engine • Adoption of FW4 • Security enhancements • Oracle Enterprise Manager (OEM) pack
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
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 3rd party apps
Oracle Utilities Customer Self Service Functional Summary * Enabled for Mobile Browser Access
Proposed Features in OUCSS v2.1 (2013) • 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 • 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
Proposed Features in OUCSS v2.2 (2014) • 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 • Demand Program Management • Program Recommendations • Complex Program Enrollment • Request Onsite Energy Audit • Online Energy Audit • * Mobile Access will be enhanced to support new functionality
Current Market Industry Analysis 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
Evolution of Meter Data Management Moving Beyond Basic Meter-to-Bill
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
MDM Market Trends Generation 1 MDM Systems Generation 2 MDM Business Requirements
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
SGG Solution Overview In a Nutshell More than just web services • 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
Currently Available Productized Adapters Making our Vision a Reality • Landis+Gyr • Itron MV-90 • Echelon • Sensus • Silver Spring Networks • ItronOpenWay is currently in development 20 MDM V2 and 7 MDM/SGG customers worldwide
Oracle Utilities Business Intelligence Strategy • Oracle’s goal is to provide the Utility industry’s most complete, prepackaged analytics solution – a platform that… • 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
OBIU 2.4 CC&B Analytics • 8 New Dashboards • 27 New Pages • Drill-back into CCB • Additional Drill-down points to support workflows
OBIU 2.4 Outage Analytics What is new? – New Dashboards 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 2.4
OBIU 2.4 Meter Data Analytics What is new? - Comparison KPIs Choose Dimension • 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 Choose specific value to compare
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 188.8.131.52 we are developing new analytics based on Exception data spanning the various operational system sources
OBIU 2.5 CIS Analytics Revenue Analytics Credit and Collection Analytics • 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) • Billing ( 9 New Pages, 20 New Analysis)
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
Customer Management – Roadmap (short term) Current Release 3 – 6 months 6 – 12 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 discretion of Oracle.
Customer Management – Roadmap (longer term) 1 – 2 years 3 – 4 years 5 – 6 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 discretion of Oracle.
Meter Data Management – Roadmap (short term) 6 months 6 – 15 months 15 – 30 months • Smart Grid Gateway adaptor • ItronOpenWay • 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 discretion of Oracle.
Meter Data Management – Roadmap (longer term) 2 – 3 years 4 – 5 years 5 – 6 years • 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 • 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 The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.