CON2081 Windsor

8/10/2019 CON2081 Windsor

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Copyright 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 121


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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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5/45Copyright 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 125

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
http://www.echelon.com/http://www.landisgyr.com/na/en/pub/index.cfm


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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



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Meter Data Management Roadmap (lo


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5

Meter Data Management Roadmap (lo

23 years 45 years


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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Documents

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