Smart

Across the world, the energy grid is changing and new markets are opening up for products such as smart meters, local generation

and energy efficiency products. To migrate into the new world of Smart Metering, utility companies need the right partners

throughout the journey to support: technology, infrastructure and business process. HCL provides the services that are at the heart

of the smart grids of the future.

HCL has a strong capability in Smart Metering services. This means better customer service and tailored energy efficiency advice

HCL’s integrated front and back office smart metering services can be leveraged by power distribution companies, provide their

consumers visibility & support on energy management which in-turn will help cut energy use, costs and carbon emissions. HCL

Business Services ensures process management & business support along with seamless integrated work flow, supporting other

partners to provide end-to-end services.

Time to get

HCL Smart Metering / Grid Process Services

Awareness Campaign

Provisioning

Registration

Technical Support Service

Debt and Collection Service

Profiling

Issues of high or overbill perception

Document and Payment Mgmt

Accounts Payable

Accounts Receivable

Asset Management

General Ledger and Reporting

Regulatory Reporting& compliance & Audits

Forcasting and Analytics

Project Implementation

Support Function

Advanced MeteringSupport Function

Business IntelligenceServices

Front Office Services Back Office Services Smart Support Services

Today service providers have limited intelligence in the metering arena. Partnering with HCL gives you the advantage of lower metering cost, energy savings, reliability of supply, variable pricing schemes to attract new customers and easier detection of fraud.

The world stands on the threshold of a revolution in the way that energy is consumed.

HCL Smart Metering Unique Features: HCL Business Services Aligned Smart Grid Project Services

HCL Smart Metering Service

Third Party Field Management

Services

Capacity on Demand

Grid Operations

Data Migration

Document & Payment

Management

Finance and Accounting

Meter to Cash Cycle

Management

HCL Services LandscapeBenefits?Energy savings

?Debt management

?Reduced delinquency

?Shorter collection cycle

?Optimized investment forecast

?Customer satisfaction and retention

?Meeting regulatory compliance

?Optimum usage of appliances

?Planned consumption budget

Business Process Challenges HCL Solution Value Additions

Changing business models

Exception Management

Meter Provisioning support

Customer Escalations and complaints

Field Engineer monitoring and tracking

Stringent Regulatory Compliances

High query demand in the initial phase

Reconciliation and Billing management

?HCL change management methodology?HCL proven Transition methodology?Phased Transition Approach?HCL Best Practices and Proven Standard Business Models

?Dedicated Empowered Teams?Queue Management?HCL IP tools supported delivery

?Platform based Vendor Management and Procurement service

?HCL Ticket Management Platform support?Defined L1, L2 & L3 complains & matrices?End to End complain resolution, Tracking & Control

?3rd Party Support Services?Work allotment and Reporting

?Agents Compliances Training?HCL Internal SLAs exceeding regulatory benchmarks?Operational & Industry compliance adherence and certification

?Workforce Planning and Management?Central Talent Pool for High Demand?Channel Deflection & Multi-Channel Support?Web Knowledge Support and Self Customer Help

?Skilled & Cross Trained Resources?Bill Management Analyst Support

?HCL has a matured asset transition & transformation model for risk averse outsourcing

?HCL implemented CFM tool for managing billing exceptions cases

?Improved the response time by 50% and accuracy to 80% for exception cases

?Improved Inventory Accuracy from 87.5% to 98%?Improved order cycle from 3 to 4days to 1 day?Reduced L2 and L3 level escalation calls by 20% ?Created L1.5 service level team to handle L1 and

L2 complain calls

?Initiated lead generations through promotional SMS campaigns

?Accuracy in scheduled appointments >95%?Aligned IP tools, dialer & CTI Technology and

CRM platform to regulatory compliance guidelines?Improved delivery efficiency & operational

efficiency and organizational working efficiency by exceeding the quality benchmarks?Developed a central knowledge base application for

agents to handle customers requests?Multi-Channel support to handle the call volume?Designed & suggested Web based knowledge

support for customer self help

?Implemented internal IP tools to handled end to end billing to collection cycle

HCL Smart Metering Solution Approach

RevenueEnhancement

CostReduction

Traditional AMRBusiness Case

Benefits

Energy andHome Control

Solution

DistributionAsset

Optimization

DemandResponse

Mgt.

Revenue cycle

Services

Provides a platform for differentiation and growth via remote provisioning of services (eg. Security, etc) and deployment of sensors/control within home can interact with meeting function on-site for improved demand monitoring and control.

Provide significant operational effectiveness and economics improvements which enables T&D Business Transformation, and the “Next Generation” of asset management (via real time and on-demand data from the meters and distribution feeder equipment).

Emerging demand response solutions improve load factor reducing generation & distribution capacity costs and hedge against price spikes in wholesale marketplace.

Traditionally, the business case for AMR was too narrowly focused.

?Largely revenue cycle services oriented?Predominately focused on meter reading cost reduction?Little value associated with information

BPO

Ser

vice

s La

yer

As smart metering is just a phase of Advanced metering infrastructure. HCL smart metering aligned services and E2E smart grid project support will ensure clients one stop shop for complete solution.