utilities meter to cash -...

Utilities Meter to Cash Roadmap Session

Hillary Martin – Director, Product Strategy Korlin Tanner – Sales Consulting Manager Utilities Global Business Unit September 30, 2014

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |

Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

2 Oracle Confidential – Internal/Restricted/Highly Restricted


Program Agenda

Customer/Metering Trends

Oracle Meter to Cash Solution

Road Ahead

Discussion/Where to get more information

1

2

3

4



Customer/Meter Trends


Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 5

New Business Models Cost Pressure

New Service/Revenue Opportunities

Technology Deployment Options

Meter to Cash Trends

Policy/Regulation


Key Utility Customer Focus Areas

Oracle Confidential – Internal/Restricted/Highly Restricted 6

Reduce Operating Costs

Channel Management

Proactive & Personalized Communications

Offering Value Added Services

Consistent Experience Across Channels

Outage Ways to save

Usage, Billing & Payment Information

Service Work

Timely and Relevant

Program

Planning

Marketing

Sales

Implementation

Operations

Reporting


Industry Trends are Driving our Solution Roadmap

Lower Implementation and Maintenance Cost

• Reduce customizations with productized features and integrations

• Provide tools and functionality to automate more of the system maintenance

• Reduce the number of steps for system users to complete their work

Address New Business Models

• Enable adoption of innovative technologies and strategies

• Flexibility to quickly provide new services/ products

• Address new market/ regulatory requirements (e.g. PTR, prosumer models, etc.)

Increase Customer Satisfaction

• Provide complete business solutions to improve customer experience

• Increase ability for employees to deliver better customer service

• Provide more service options and transparency with customers


Oracle Utilities Meter to Cash Solution Solution Overview and What’s new?



Solutions Overview

Customer

Analytics

Grid/Network

Work & Asset

Metering

• Customer Care & Billing

• Customer Self Service

• Customer Analytics

• Meter Data Management

• Smart Grid Gateway

• Service Order Management

• Meter Analytics


Rate Set up & Maintenance Savings

• 120 man day savings in implementing rates

• 30 man day savings in rate maintenance

Customer Care and Billing 2.4+

Address New Business Models – Net metered billing and true up

– Billing for electric vehicle charge points

– Prepaid metering using AMI

– Enhanced rate check and what-if analysis

– New large account management portal

Customer Service Core Back-office Functions Field Operations

Service Orders (Field Activities/Orders)

Workflow (Scripting, To Do,

Cases)

Payments, Credit &

Collection

Rating & Billing

360°View

(Control Central) Account

Management Premise Mgmt

(Meter/Devices)

Program Mgmt (Segmentation,

Initiatives, Leads)

Customer Information System (Customer Care and Billing)


Released December 2012, SP1 October 2013, & SP2 April 2014


Customer Care and Billing 2.4+ (cont.)

System Maintenance Savings

• 4 hours to 10 minutes for cloning environments

• 2 hour patches for each

environment to 15 minutes for all environments

Improve Time to Market – Configurable bill extract

– Simplified rate maintenance

– Oracle Enterprise Management

– Information Lifecycle Management (Archiving 2.0)




Cases)

Payments, Credit &

Collection

Rating & Billing

360°View



(Meter/Devices)


Initiatives, Leads)



Released December 2012, SP1 October 2013, & SP2 April 2014


Customer Care and Billing 2.4+ (cont.)

Offer new programs and services

• Diversify revenue streams

• Improve customer satisfaction

• Lower marketing/customer communication costs

Improve Customer Satisfaction: Manage Customer Program Lifecycle

– Track communication preferences

– Segment customer base

– Generate and manage leads

– Manage marketing campaigns

– Analyze results




Cases)

Payments, Credit &

Collection

Rating & Billing

360°View



(Meter/Devices)


Initiatives, Leads)



Released October 2013


Released December 2013

Customer Care and Billing 2.4+ / Oracle Utilities Analytics 2.5

Analytics




Cases)

Payments, Credit &

Collection

Rating & Billing

360°View



(Meter/Devices)


Initiatives, Leads)



Reduce Operating Costs

• Comprehensive prebuilt library vs. custom build

• Accelerate root cause analysis

Improve Time to Value: Comprehensive Business Insights

− Billing (e.g. % Billed 1st Day, Bill Cycle Effectiveness, Unbilled Service

Agreements by Unbilled Duration, % Estimated Bill Segments)

− Pay Plan/Payment Arrangement (e.g. % broken vs. kept)

− Credit Effectiveness (e.g. collection rate by treatment type)

− Move to new ELT process leveraging ODI/Golden Gate


Analytics




Cases)

Payments, Credit &

Collection

Rating & Billing

360°View

(Control Central)

Account Management

Premise Mgmt (Meter/Devices)


Initiatives, Leads)


Released January 2013, SP1 July 2013, & SP2 April 2014

Meter Data Management 2.1+

Meter Data Management

Data Validation

(VEE)

Pre-Billing & Measurement

Data Mgmt


Revenue/Cost Savings

• Saved $1M identifying meter installation errors

• Automated turn on/off enabling real-time payments resulting in $2.9M in operational savings

Support New Business Models and Revenue Opportunities – Support coincident peak, dual billing, scalar & unmetered

devices

– Support revenue protection and meter health initiatives

– Support AMI transition processes

– Enhanced network model

Field Operations



Analytics


Releases January 2013, SP1 July 2013, & SP2 April 2014

Meter Data Management 2.1+


Analytics




Cases)

Payments, Credit &

Collection

Rating & Billing

360°View

(Control Central)

Account Management



Initiatives, Leads)

Customer Information System (Customer Care and Billing) Meter Data Management

Data Validation

(VEE)

Pre-Billing & Measurement

Data Mgmt

Analytics

Quick Time to Market

• Pilot live in 6 weeks

• 30% Performance improvement in the latest version

Improve Time to Value – Issue orders based on VEE exceptions, meter events and

failed commands

– Full support for traditional analog (scalar) meters

– Syncing interval and register estimates

– Improved VEE tracing

– Configuration Migration Assistant

– Operational Device Management Integration


Customer Self Service 2.1


• Reduced Operating Costs

– $6 to $0.20 transaction costs

• Improved Customer Satisfaction

– Offer channel of choice

Increase Customer Satisfaction: Offer Channel of Choice • Detailed Usage Graph • Compare Rates • Manage Pay Payments • Communication

Preferences

• Commercial Account Management

• Submit Service Requests • Outage Information

Customer Self Service

Billing and Payment Mgmt Account Mgmt Customer Service Mgmt

Start/Stop Service

Submit Service Requests

Outage Information

Make/Manage Pay Payments

Compare Rates

View Bill / Payment History Pay Bill

Detailed Usage Graph

Manual Meter Reads

Comm Preferences

Account Docs

Account Information

Commercial Account Mgmt

Meter Data Management Customer Care & Billing

Analytics

Released October 2014

Notification Center


Customer Technology Platform

Analytics

Customer Experience Solutions

ERP

GIS

SCADA

Mobile Workforce Mgmt Network Mgmt System

Operational Device Mgmt Meter Data Mgmt

Customer Care and Billing

Customer Self Service

Customer Care

Outage Events, Device Status

Events, Device Work Orders

Usage Work Requests

Smart Grid Gateway

Commands, Usage & Events

Outage Events, Device Status, Commands

Head Ends


Next Generation of Customer Experience


Analytics




Cases)

Payments, Credit &

Collection

Rating & Billing

360°View

(Control Central)

Account Management



Initiatives, Leads)


Social Customer Service & Marketing

Customer Self Service (Web/Mobile)

Chat/Email Management

Knowledge

Mgmt

(Employee/

Customer

Assistance)

Customer Experience Solutions


The Road Ahead



Improving Time to Value: Service Order Management

• Quicker time to value for AMI investment

• Eliminate manual processes

• Increase customer satisfaction

• Reduce operational costs

• Improved information and communications

Service Order Lifecycle

Operational Device

Management

Initiate Execute Perform &

Record

Mobile Workforce

Management

Smart Grid Gateway Adapters

Orchestrate Tasks

Update Systems

• Pick-up Orders • Appointment Scheduling

h

• Automate commands

• “Enable / Disable Service • Disconnect / Reconnect • Back-to-back (meter read) • Pass-thru field activities • Device Exchange

• Service Investigation • Meter Maintenance • Maintenance and Inspection • Firmware Updates

Customer Care and Billing

Meter Data Management

20


Improving Time to Value: Enterprise Exception Management Centralized view to manage across system exceptions

Meter

Smart Grid Integration

CIS Mobile

Device

Centralized Workflow

Mgmt

Task Assignment

Notifications Redirection

Policies Task

Routing Task Mgmt

Reports/ Analytics

21


Improve Time to Value/Customer Satisfaction: User Interface Refresh

Provide a new, modern user experience for our Oracle Utilities Application Framework (OUAF) based applications to increase user productivity:

• New visual design to provide a simpler, cleaner look and feel

• Improve general navigation

• Incorporate a new charting tool with additional graph types and features



Address New Business Models: Gas Transportation Solution

23

• Nominations Entry • Contract Entry • Pool Management • Imbalance Trading • Viewing Invoices

Supplier Portal Complex Billing

• Nominations Management • Allocations Management • Scheduling • Contract Management • Pool Membership Tracking • Imbalance Calculations • Transportation Bill

Determinants • Meter Data Storage

• Pool Management and Switching

• Cash-out and Billing • Reconciliations • Invoice Generation

Gas Transportation Core Functionality

Market Messaging

• NAESB Messages

Business Intelligence

• Gas Transportation Analytics

Oracle Confidential – Internal/Restricted/Highly Restricted


Adding Value Across the Enterprise

Improving Time to Value: Cloud Analytics Service Integration

24

DataRaker: Cloud Analytics Service

Oracle Confidential – Internal/Restricted/Highly Restricted


Improve Time to Value: Lower Cost Delivery Models

Others to include??

• OUCSS in the Oracle Cloud

• MDM & CC&B in Oracle Cloud (Coming)

• MDM & CC&B Hosted by IBM

• CC&B Managed Services offering by Wipro

• Accenture CC&B Cloud Solution

Cloud

• RedClay SG1 MDM Appliance

• Infosys MDM Appliance

• Black & Veatch Clarity (CC&B Water)

• Wipro MDM Accelerator V1 to V2

• PWC Xpress for CC&B

Appliances/Accelerators

• CC&B Express for Gas, Water and Electric

• Meter to Cash Express for Electric

• Time to Value Initiative

Oracle Accelerators



Where to get more information…

• Demo Grounds: Marriott Marquis/Atrium

– Wednesday: 9:45 am – 3:45pm

• Case Study: Green Mountain Power’s Go-Live Success in Rapidly Changing Utility Marketplace – Wednesday: 8:30 am – 9:15am Marriott Marquis Golden Gate C1/C2

• Case Study: OUC Rolls Out Best Smart Infrastructure with Oracle Utilities Applications

– Wednesday: 12:45 am – 1:30 pm Marriott Marquis Salon 14-15

utilities meter to cash -...

Documents