eucops capability
TRANSCRIPT
Independent Customer Survey (EUCOPS) for Power Distribution Utility (Licensed/Franchised)
Catalyzing emerging business models through
STAKEHOLDER ENGAGEMENT | CONSULTING | RESEARCH
September 27, 2012 1pManifold Business Solutions Pvt. Ltd.
*EUCOPS – Electric Utility Customer Opinions, Preferences and Satisfaction
We are an Information and Advisory Services company with focus on Emerging Markets
Utility
• Power Distribution Franchisee
• Water utility Privatisation
• Waste Management
Clean Technology
• Solar
• Energy Efficiency and ESCO
Infra
• PPP models
Education
• Higher Education Privatization
ICT
• ITO/ITES/BPO expansion in emerging locations
Health
• Out Licensing and Outsourcing
Customer & Market Research for Utilities in Power, Water, Waste, Gas, Transport etc. is one specialization area
Research
Consulting
Stakeholder Engagement
catalyze emerging business models for big and small businesses in
high growth, developmental sectors,
through…
...
Our broader services
WHY CARE CUSTOMERS..… specially when utilities are monopolistic?
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Loss Reduction is core to Utility success and for it both Network and ‘Customers’ need to be managed
Technical Losses
Commercial Losses
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Engaging & Managing ‘Customers’ can lead to faster ‘Commercial losses’ curtailment and hence better ROI realization
• Direct Hooking• Tampering / By-passing of Meter• Misuse of Category• Use of Multiple Connections - Misuse of Slab• Sanctioned Load lower than actual usage
• Meter (address) not traceable• Import / Export Metering Error • C T Ratio Errors• Stop / Slow / Defective Meter• CT Ratio Errors• Meters not read • Mismatch of Meters
• Consumer not billed / under-billed• Provisional Billing• Bills pending for Quality Check (BQC)• Bills pending for assessment• Meters installed but not appearing in data base• Un-metered connections (Unauthorized Colonies, JJ Clusters, Street Lights Poles)
• Part Payment by Consumer• Non Delivery of Bills• Non Payment by Consumer (Defaulters)• Premise Disconnected with Dues
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DF – Distribution Franchisee
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All relates to Customers
Higher ‘Customer Engagement’ reduces effort of new Private Operators to reduce losses & build positive brand Image
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Better efficiencies in Theft control, Metering, Billing and Collection, from increased ‘Customer Engagement’
Overall Loss Reduction
DF fulcrumPrivate Effort
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Customer Engagement
(Private effort reduce if Customer Engagement increase)
HOW TO BUILD CUSTOMER ENGAGEMENT?
Integrated Framework for ‘Systematic & Continuous Innovation’ of Customer Engagement
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Customer Engagement is managing both ‘Perception’ and ‘Performance’. It starts with Modeling and Measurement and that is EUCOPS.
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EUCOPS results integrate with overall Strategy, Structure and Systems
Model
Measure
Analyze
Design
Engage
Monitor
•Road map for Customer engagement• KPIs
•Customer Behaviors•Utility customer facing processes
•Customer Satisfaction•Service Levels
•Behaviors & trends•Cause-Effect Relationships
•Customers & Opinion Leaders•Employees
•Customer Performance•Operational Performance•Financial Performance
Customer Engagement
EUCOPSELECTRIC UTILITY CONSUMER OPINIONS, PREFERENCES AND SATISFACTION
pManifold’s Framework and Methodology
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Improving ROI & Customer
Satisfaction
Identifying key issues affecting
Customers Satisfaction
Support to top management to monitor ground
issues
Tie EUCOPS results with Customer
database & Network
Monitoring for deeper analytics
Building Effective 2-way
communication channels between
Utility & Customers
Increased Public Awareness &
engagement with Utility
Brand building
Prioritize system investments for
better ROI & Customer
Satisfaction
Design of new and better services & delivery channels
(Ex. Energy Efficiency, DSM)
Value Proposition of our EUCOPS study
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Methodology Overview
• A Division level “land survey” will be conducted to profile and measure satisfaction & key preferences of the electricity customers. The survey will cover the entire Franchisee areas of all population strata in the selected region. The land survey will be conducted through paper, phone and/or online mediums depending upon demographics.
• The sampling will be done on “Stratified Random” basis with different electricity consumer types; For example - Residential, Commercial, Industrial and Agri across both LT and HT segments. Regional clusters/grids with dominant or high density of these consumer categories will be chosen. Then a random selection of survey respondent will be undertaken in defined clusters.
• Clusters/grids will be allocated on the basis of connected load with attempt to spread grids across the region to cover all electrical divisions. The grids and random samples chosen within will be kept distant to allow capture of different localities responses to their local power infrastructure.
• A comprehensive GIS model will be used for survey planning and visualization of the sample grids to avoid any sampling mistakes during data collection.
• Secondary research and local intelligence will be employed to identify clusters. Utility customer records and if any network monitoring analytics will form major source for secondary research.
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EUCOPS Framework - Factors & Attributes
CS
Power Quality & Reliability
Customer Service
Communication
Meter Billing and Payment
Price
Information Access & Record
Handling
Company Image
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1. Unplanned Outages2. Planned Outages3. Voltage Stability4. Safety & Maintenance5. Local Electricity Infrastructure6. Breakdown Restoration
7. Ease of New Meter8. Resolution Meter Complaints9. Resolution Billing Complaints10. Customer Service Response Time11. Staff Behavior12. Access to customer service
13. Advance notice about disruption14. Advance notice about public work15. Awareness- Energy Efficiency16. Awareness- Customer Rights17. Communication Modes
18. Meter Accuracy19. Bill Receipt on Time20. Billing Accuracy21. Easy bill understanding22. Modes of Payment
23. Fairness of Price24. Value for money
25. Complaints Traceability26. Online Accessibility of
Records
27. Capability28. Community Engagement
Consumption Profiling Electricity consumption Profession & Education level Economic status Meter type, backup devices etc.
Satisfaction questions on 7 Factors ‘Forced Choice’ 5 point Likert scale – VS, S, DS, VDS, NA Order of Importance for all Attributes 7 Factors – total 27+ Attributes
Opinion Questions 5 point Likert scale –SA, A, N, DA, SDA Validation
This EUCOPS framework is suggestive as already deployed at more than 13 sites. It could be customized for region/client specific.
Process Flow with Quality Control
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Smart Mobile phone based data collection automates GIS coding & digitization, and strengthen traceability of field data collection with copy of bill/meter
Survey Questionnaire Inputs• Inputs from all Stakeholders
F
Sample Plan• 95% ± 5% Confidence Level at sub-Division Level • Coverage of proper subgroups within a segment
F
Survey GIS Plan• GIS grid allocation covering DCs• Coverage geographically spread & as per utility issues
F
Survey Team Training• 1or 2 days training (faculties + students)/ External Agency• 1 day practical on-site session for team members
Survey Execution and Monitoring• Daily updating by team members, Daily data check• Daily customer feedback call
Survey Data Digitization• MS Access database digitization (in case of paper based surveys)• Consistency Check
QC
GIS Mapping• GIS Mapping of Respondents• Associating data and KML generations
Data Analysis• CSI Calculations• Pattern and Trend Analysis
Management Reporting Final Top Management Presentation
QC
F
QC
F – Feedback from ClientQC – Quality Checks for Survey Data Authentication, Validation
QC
Final Reports with recommendations.
Next Steps (‘Service Level Assessment’ & ‘Customer Engagement’)
F
SAMPLE ILLUSTRATIONS OF RESULTS – HOW IT HAS HELPED OTHERS…
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Benefits for the Top Management
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0%
5%
10%
15%
20%
Power, Quality & Reliability
Customer Service
Communication
Meter, Billing & Payment
Price
Information Access & Rec
Handling
Company Image
Weighted CSI (Perception)
Weighted Order (Expectations)
• Overview of what is important to customer and how they feel they are being served
• Dashboard view to compare Zones across 7 factors of customer satisfaction
Gap between Expectations & Perception of utility’s
Performance
Trend view of improvement in customer’s satisfaction from baseline
ILLUSTRATION
Benefits for the Strategy team
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Identification of Priorities for planning improvements (both Capex and Opex)
Unplanned Outages
Planned Outgaes
Voltage Stability
Safety & Maintenance
Breakdown Restoration
Ease of New Meter
Resolution Meter Complaints
Resolution Billing Complaints
Service Response Time
Staff Behavior
Access to customer service
Advance notice about disruption
Advance notice about public work
Awareness- Energy Efficiency
Awareness- Consumer Rights
Communication Modes
Meter Accuracy
Bill Receipt on TimeBilling Accuracy
Easy bill understandingModes of Payment
Fairness of Price
Value for money
Complaints Records handling
Online Accessibility to records
Capability
Community Engagement
0.70
0.80
0.90
1.00
1.10
1.20
1.30
40.00 45.00 50.00 55.00 60.00 65.00 70.00 75.00
Customer Priority Matrix
Importance HIGH
Sati
sfac
tio
n L
OW
Sati
sfac
tio
n H
IGH
Importance LOW
ILLUSTRATION
Satisfaction Level across different divisions
Key Observations
n= 1027
n= 340
n= 345 n= 342
Order of Importance
Inferences drawn from GIS map may not be statistically relevant.
HIGH LOW
Relative Order of Importance
Zone 1 Zone 2 Zone 3Overall
n= 1027
FACTOR I: POWER QUALITY & RELIABILITY
5/5/2012C
op
yright (c) p
Man
ifold
A1: Unplanned outages - How satisfied are you with frequency and duration of unplanned outages?
Around 30% respondents from all 3 zones are dissatisfied with ‘Unplanned Outages’
As per customers comments, there is high problem of ‘Unplanned Outages’ in areas of Zone 3
Number of client registered Log Complaints is higher in Zone 3, matching above CSAT results
7%
40%53%
L M H
0% 20% 40% 60% 80% 100%
VS S DS VDS NA
Zone 3Zone 2Zone 1Overall
Benefits for the Operations team
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Detailed GIS views for 28 attributes to identify specific geographic areas and customer segment to focus upon
DC Location
• Localization of customer issues (28 attributes) relative to DC location with easy GIS visualisation
• This allows improved diagnostics by local DC team and own the end results
• Could allow creating a customer satisfaction tied employee incentive structure
ILLUSTRATION
WHY PMANIFOLD?
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pManifold has broad portfolio in the Distribution Utility/Franchisee space with deep understanding of ground challenges
Stakeholder Engagement
• pManifold’sLinkedin-based Community of Interest on Power Distribution Franchisee is the largest and most active virtual platform in India DF space.
• Conference on ‘Utility Monitoring & Distribution Franchise (DF) -Enhancing SEB‘s Performance’ for IIES
• Active blog on Smart Distribution covering sectoralactivities and knowledge sharing.
Research Reports
• Input Based Distribution Franchisee Market in India (published 2012Q1)
• Smart Metering Landscape and adoption challenges in India (due in 2012Q2)
Providing Bid/Deal Intelligence
• Regular DF bids and Deal Tracker
• Supported informed biddingby DF Bidders & influenced RFP design by GoMP(for 3 towns of MP –Gwalior, Ujjain, and Sagar)
• Detailed RFP analysis and customer segmentation
• Socio-economic analysis to estimate load growth
• Detailed Financial modeling for bid estimation
Customer/Demand Studies
• Conducted EUCOPS study for 5 DF utilities in 3 states (MS, MP, Orissa) with total 6000+ customer interviews.
• Conducted Willingness to Pay (WTP) study for an utility with 1000+ customers for new privatization model financial closure
Consulting
• Technical Due Diligence and Financial modeling for Distribution Franchisee bidding at MP, MS and Jharkhand states
• Power DF entry strategy
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Active and independent contributor for scale-up of Power Distribution Franchisee Model
pManifold’s Value Proposition
Independent Assessment
• Clear, transparent & structured ground reporting to Top Mgmt. and Operations Team
• Potential independent reporting and share of customer engagement results with Licensee and Regulators (only if requested)
• Strict confidentiality of data maintained, and strong ethics followed
• Potential leverage in improving utility credit rating
Integrated & Scientific Methodology
• Validated sampling & survey methodology with National and International experts
• Transparent and Traceable data collection through usage of GPRS enabled mobile phones and geo tagged customer-meter picture
• Integration of customer data from varied primary sources (Records, land/ online/ sms surveys, touch points, social media etc.) and secondary demographics to build strong customer understanding
Core Competence
• Modeling , and Measuring customer behavior
• Robust statistical and analytical engine to integrate varied information to build relevant Business Intelligence (with powerful GIS visualizations)
• Broader portfolio in Power Distribution sector to bring business value add to utilities
• Wider engagement through digital platform with all key utility stakeholders at pan India level to bring best collaboration and business value to utilities
Competitive Benchmarking
• Ability to benchmark results with other power Distribution utilities (only if registered for filtered data sharing in benchmarking database)
• Share and learn best Operational and/or Customer strategies practices from other utilities
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Creating standard customer ratings across different Utilities at all India level through..
* Sampled 6000+ customers until Sep 2012
Our team
Management Team
• Rahul Bagdia – Co-Founder. Leads the CleanTechPractice at pManifold. Earlier, he led the PE fund in Rural Energy for IFMR Trust, Chennai (supported by ICICI) and also the R&D for a German automotive component supplier BHTC Inc. in North America. He holds dual Masters (Mech. & EECS) from Univ. of Michigan, Ann Arbor; and a BE (Mechanical) from VNIT Nagpur
• Faiz Wahid – Co-Founder. Leads the Education and ICT Practice at pManifold. Earlier, Faiz worked in Product Marketing for NXP Semiconductors (formerly Philips) Netherlands and also led global Banking-Technology consulting assignments for Cognizant in Switzerland & India. Faiz holds an MBA from HEC Paris/Univ. of Virginia USA, MS (Software Engg) from BITS Pilani and BE (Electrical) from VNIT Nagpur.
Advisory
• Dr. Ashok JhunjhunwalaProf. IIT-Madras
• Dinesh JainFounder Agaami Inc, USA
• T.R. KrishnaswamyFounder Energreen Power
• Dr. M. VidyasagarProf. Univ. Texas Dallas
Globally connected, Locally immersed, functionally diverse, Knowledge driven …
Business PartnerspManifold maintains links with established business partner consultants (and field partners) who have strong domain (local) experience and their own teams to deliver upon assignments of larger magnitude.
Let’s get in touch…
Join us in our conversations at,
Power Distribution Franchisee
AT&C Efficiencies
True Distributed GenerationPower Distribution
FranchiseeCommunity of Interest
Connecting talent & Making Local companies discoverable
pManifold InsightsPremium & Free
Reports, Presentations, and more…
pManifold Community BlogArticles, technical notes.
Talk to us or drop by…
Rahul Bagdia
+91 95610-94490
Faiz Wahid
+91 88056-55069
India (Main office)
Crystal Plaza, Level 2
276 Central Bazaar Road,
Ramdaspeth, Nagpur - 10
Maharashtra, INDIA
http://www.pmanifold.com
USA (Liaison Office)
2020 Calamos Ct.,
Suite 209
Naperville,
IL 60653, USA
Mr. Dinesh Jain
+1 630-853-3520
Let’s deploy our insights and actionsfor your business to improve and grow!
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OUR BROADER SERVICES ..… for continuous Customer Engagement
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Integrated Customer
Engagement Monitoring
Customer Records
Land survey
Online survey
Mobile SMS survey
Customer Facilitation
Center
Collection Center
Call Center
Distribution Center
CGRF and IGRF
Online Social Media
Offline Campaigns
Collecting, Analyzing and Reporting customer data from multiple sources
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Embedding distributed ‘Sensors’ for LIVE experience capture of customers transacting with utility products and services
Strategic Decisions | Roll-out Decisions | Operational Decisions
Informed decisions, in-time actions
Segmentation, Profiling Awareness, satisfaction
Better Customer Engagement
Customer Analytics
1. Records2. Surveys3. Touch Points4. Social Media
Continuous year round ‘listening’ to Customers and facilitating informed & timely decisions (both Strategic and Operational)
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Recommended Basic annual service package for Integrated Customer Engagement Monitoring
* Not included in Basic package
Stakeholder Survey
Customer Survey
Standard EUCOPS
*Custom Pulse 'Online' survey
*Custom Pulse ‘sms’ survey
Review of key Opinion Leaders
Service Quality Assessment
Touch Points Assessment
Customer Facilitation Centers (CFCs)
Collection Centers
Customer Call Centers
Distribution Centers
Grievance Redressal Forum(s)
*Complaint Analytics
Online Customer Engagement
Website Review
Social Media Monitoring & Analytics
- Management Summary & Detailed assessment report of customer
transaction with services offered at various touch point’s (CFCs, collection
centers, call center etc.). At Transaction level, KPIs like servicing time,
customer satisfaction, feedback (if any) will be reported. At touch point
level, KPIs on cleanliness, staff behavior, customer delight etc. will be
reported.
- Causal analysis of Customer Satisfaction with Absolute Service Levels and
internal KPIs
- *Analytics & MIS of complaints, customer info, & resolution quality
- Website review, and recommendation for design and content to foster
customer interactions and engagement
- Online monitoring of engagement on social media
- Management Summary: Top results for Customer Satisfaction Levels and
priority matrix (Satisfaction vs. order of importance)
- Detailed Report: Segment wise results for each attributes with Detailed
GIS mapping, including detail demographics
- * Detailed Demographic report - socioeconomical, ethnographical,
political and other relevant indicators
- Real time Data access: Read access to Real time field Data as collected
- Formatted Excel Data and Tables
- Formatted GIS Data file to allow interactive GIS visualization
- Time Trend & Benchmark Report: Time Trend Report if repeat surveys.
Additionally benchmarking Data from other EUCOPS completed utilities.
- Review of key Opinion Leaders for issues and challenges
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Some of our publications on Customer Engagement in Utilities
• Some selected Blogs on our Customer Research:– Why Customer's Satisfaction & Preferences are important for
Electricity Utilities?– Can Customer Engagement at Utility help expedite AT&C loss
reduction?– Leveraging Customer Perspective for a stronger Onsite, Local Due-
Diligence in Pre-Bid phase
• Some of our Presentations, past Webinars on Local Intelligence on Consumers, Social demographics etc– Utility Consumer Monitoring and Analytics– Gwalior case study - http://www.slideshare.net/pManifold/p-
manifold-dfwebinar2012117– Ujjain case study - http://www.slideshare.net/pManifold/p-manifold-
dfwebinarujjain2012210
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