Draft Kpi Report Presentation - 250109

7/28/2019 Draft Kpi Report Presentation - 250109

1/71

Experience you can trust.

Confidential

Presentation of the KPI Report

Riyadh, 25 January 2009

Dr. Viren Ajodhia

Mr. Daniel dHoop

Dr. Jan Lefers


2/71

Presentation Outline

Welcome and Project Background KPI Recommendations + Discussion:

Generation

Transmission

Distribution

Customer Service

Final KPI list


3/71

Project Background

Development of Key Performance Indicators for the ElectricityGeneration, Transmission, Distribution and Customer Service

Activities of the Kingdom of Saudi Arabia


4/71

KPI Report

Review existing performance in the KSA Review international practices for KPI application

Define main parameters of KPI framework

International and local data collection

Propose KPI System for the KSA

Recommend suitable KPIs

Definitions and computations


5/71

Generation

Introduction International Practices

Existing KPIs in Saudi Arabia

Answers on comments

Recommended KPIs


6/71

Generation International Practices

Key Performance Indicator Texas,(

USA)

California,(

USA)

PJM(USA)

Netherlands

Malaysia

South(Aust

ralia)

Victoria(Australia)

SouthKorea

Jordan

Availability Factor

Capacity Factor

Heat Rate

Forced outage factor Scheduled outage factor Equivalent outage factor Starting Failure Health, Safety andEnvironment


7/71

Generation Saudi Arabia

Performance Indicators SEC Marafiq SWCC Saudi

Aramco

Annual Heat Rate (AHR) X X X X

Planned Outage Factor (POF) X X

Forced Outage Factor (FOF) X X

Forced Outage Rate (FOR) X X

Maintenance Outage Factor (MOF) X X

Scheduled Outage Factor (SOF) X X

Availability Factor (AF) X X X

Service Factor (SF) X X

Gross Capacity Factor (GCF) X X X

Gross Output Factor (GOF) X X

Average Run Time (ART) X

Starting Reliability (SR) X


8/71

Definitions and mathematicalequations according to NERC-GADS

and IEEE-762

Definitions are already in use by SEC

Remarks of SEC on a few definitions are useful and will

be added to report.Possibility of adding the definitions used SEC as

Appendix to the report


9/71

Saudi Aramco-KPI

Power Incidents and Reliability Date Base Availability index (total running hours/total period

hours)

Reliability index (total period hours-interruption

hours/total period hours)


10/71

Comments of ECRA, SEC ,Marafiq,Saudi Aramco, SWCC

Reduction of KPIs

Weighted pooling of units

Heat rate

Outages (SOF, POF, MOF) Environment-Standards

Environmental Regulation


11/71

Generation RecommendationsTable 2.6 Recommended KPIs for Generation.

KPI Unit Level

General information

G1 Age of unit Years UnitG2 Technology Unit

G3 Fuel base Unit

G4 Gross Maximum Capacity (GMC) MW Unit

G5 Net Maximum Capacity (NMC) MW Unit

Operational aspects

G6 Annual Heat Rate (AHR) Btu/kWh Unit

G7 Availability Factor (AF) % Unit

G8 Service Factor (SF) % Unit

G9 Forced Outage Factor (FOF) % Unit

G10 Scheduled Outage Factor (SOF) % Unit

G11 Equivalent Forced Outage Rate (EFOR) % Unit

G12 Starting Reliability (SR) % Unit

Capacity

G13 Gross Actual Generation (GAG) MWh Unit

G14 Net Actual Generation (NAG) MWh Unit

G15 Gross Capacity Factor % Unit

G16 Net Capacity Factor % Unit

Health, Safety and Environment

G17 Lost time injury frequency rate (LTIFR) inc. / mln hours Company

G18 Medical treatment injury frequency rate (MTIFR) inc. / mln hours Company

G1-G5,

G13,G14 are

physical data

of the unit

and no Key

Performance

Indicators

Butbackground

information


12/71

Weighted pooling of units procompany Weighted statistics is recommended for a group of units

with different capacity

Larger units have more impact than smaller units

Remark:

Mathematical equations for calculations will be added in the

report


13/71

Heat rate is influenced by:

Effect of ambient conditions is large on heat rate

Technology (simple cycle, combined cycle, steam cycle,

diesel generators, cogeneration)

Fuel type (diesel, gas, crude)

Capacity of units (large units have lower heat rate than

small units)

Net heat rate is not always available. Heat rate on unit

level is not always available


14/71

Heat rate-Indicative effect of ambientconditions

Steam cycle Gas turbine Combined Cycle

10 K increase in cooling watertemperature

+2% no impact +0.5% to +1.2%

10 K increase in ambienttemperature

no impact +1.5 to +2% +0.3% to + 0.6%


15/71

Heat rate-Effect of fuel typeGE MS7001-SEC-WOA

11,952 kJ/kWh (diesel)

13,894 kJ/kWh (crude oil)


16/71

Heat Rate

Heat rate is not used as performance indicator in

liberalised markets by regulators. It is used by plant

managers to reduce operational costs (fuel costs).

High fuel prices/market fuel prices will encourage plant

operators to implement efficient technologies.

Heat rate is depending on many factors and benchmarking

can only be carried out by comparing units under

equal/identical conditions.

Proposal heat rate is not a KPI for regulators but have to be

submitted to ECRA for background information


17/71

Fuel consumption in KSA is high

Solo gas turbines in KSA have a high service factor and a

high capacity factor compared to international standards.

This implies that solo gas turbines are used as load

following units/medium load and not as peak load.


18/71

Outages

SEC is proposing to use maintenance outage factor (MOF)

and planned outage factor (POF). KEMA has proposed

SOF(=MOF+POF)

Maintenance outage is an outage scheduled on the

short term f.i. next weekend

Planned outage is scheduled well in advance

The distinction between PO and MO is practical from

operational point view such planning (power plants

and TSO)

EFOR is taken into account deration when units are

operating at reduced capacity.

K P f I di t


19/71

Key Performance IndicatorsKey Performance Indicator Unit Target

G1 Availability Factor % Yes

G2 Service Factor % No

G3 Forced Outage Factor (FOF) % Yes

G4 Scheduled Outage Factor (FOF) % No

Planned Outage Factor (POF) % No

Maintenance Outage Factor (MOF) % No

G5 Equivalent Forced Outage Rate (EFOR) Not available yet Yes

G6 Starting Reliability % Yes

G7 Gross Capacity Factor % No

G8 Net Capacity Factor % No

Physical plant data-background


20/71

Physical plant data-backgroundinformationData Unit Target

Age of unit Years No

Technology SC,CCGT,ST, Cogeneration No

Fuel base Natural gas, Diesel, Crude oil No

Gross Maximum Capacity (GMC) MW No

Net Maximum Capacity (NMC) MW No

Gross Actual Generation (GAG MWh No

Net Actual Generation MWh No

Annual heat rate Btu/kWh No

HSE (Lost time injury fre. rate &

Medical treatment injury fre. rate

No


21/71

Physical plant data-backgroundinformation Environmental data have to be submitted in near future to

Presidency of Meteorology and Environment and ECRA

These data are more related to procedures, environmental

protection standards, permits and licenses.

Data have to be monitored by ECRA.

This is Environmental Regulation and this should treated

separately including reporting (similar as Price Regulation)


22/71

Units have to be categorised forbenchmarking and different targets will

be defined Solo gas turbines

Combined cycle

Steam cycles

Diesel generators

Cogeneration (steam production for desalination,

industries etc.)


23/71

Transmission

1. Introduction

2. International Practices

3. Existing KPIs in Saudi Arabia

4. Recommended KPIs


24/71

Transmission- 1. Introduction

Where to monitor the performance:

At the output (continuity of deliveries to the distribution) ?At an intermediate level (availability of components) ?

At both levels

At none

Classic theory of regulation of systems: output signal is regulated


25/71


Transmission: Delivery Points supplied by a meshed networkwhere N-1 and other security rules (margins) make the service

continuity much better than for distribution networks.

Hence TSO regulation less common than DNO regulation:TSO regulation is sometimes done through approval (or not) of

reinforcement plans that lead to an improved or optimized

reliability/continuity level.

T i i 1 I d i


26/71


Specific difficulty of TSOs: continuity performance depends on

Historical parameters (not linkable to current regulation rules)

External constraints

Managerial factors

T i i 1 I t d ti


27/71


Specific difficulty of TSOs: continuity performance depends on

Historical parameters (not linkable to current regulation rules) Length and nature of the network (mostly aerial)

Design of the network (issues like stranded costs)

Age of the components

External constraints Environment (lightning, storms, )

Loading (static and dynamic, e.g. for On Load Tap Changers)

Managerial factors

Organisation, procedures, quality rules Human ressources and their management

T i i 2 I t ti l P ti


28/71

Transmission 2. International Practices

Regulation of continuity performance is a learning process,

and trial and error may be part of it

Some countries regulate the output (the continuity)

Some countries regulate/monitor components availabilities

T i i 2 I t ti l P ti


29/71

Transmission 2. International Practices

France

Hungary

Italy

Norway

Portugal

UK

NewSouthWales

(Australia)

Victoria(Au

stralia)

Alberta(Canada)

Oman

PJM(USA)

Energy Not Supplied(ENS)

Average InterruptionTime (AIT)

SAIDI-T

SAIFI-T

MAIFI-T

ASAI=1-SAIDI-T

Number of Outages(per 100km)

Average OutageDuration

Circuit Availability

TransformerAvailability

Circuit OutageDuration

Transformer OutageDuration

> 5min

< 5min

T 2 I t ti l P ti C ti it


30/71

Tr.2. International Practices: Continuity

France

Hungary

Italy

Norway

Portugal

UK

NewSouthWales

(Australia)

Victoria(Au

stralia)

Alberta(Canada)

Oman

PJM(USA)

Energy Not Supplied(ENS)

Average InterruptionTime (AIT)

SAIDI-T

SAIFI-T

MAIFI-T

ASAI=1-SAIDI-T

Number of Outages(per 100km)

Average OutageDuration


TransformerAvailability

Circuit OutageDuration

Transformer OutageDuration

EU countries

monitor the

output(continuity)

Note:customer

is either an HV

customer or a

S/S

AU, CA

monitor more

componentavailabilities

PJM (US) is

an ISO and

considers

continuity asan issue for

the network

owner only

NERC

specifiesmeans

(reserves)

but not

continuity

targets

T 2 I t ti l P ti C ti it


31/71

Tr.2. International Practices: Continuity

MAIFI: average frequency index for Momentary Interruptions

in the United States, Egypt, India, Philippines: the limit is set at

5 minutes (as per IEEE 1366 standard: 1998, 2003, 2004);

in the Europe: the limit is set at 3 minutes (CENELEC 1999);

in Australia: the limit is set at 1 minutes (ESCV 2007 report)

Power Quality es a)

)


32/71

Power Qualityco: contracts Cust TSO

cp: reg. power to constrain.

li: limits ms: measures France

Hun

gary

Italy Nor

way

Portugal

UK New

SouthWale

Victoria(Australia

Alberta(Canada

Om

an

PJM

(USA)

Available PQ info from regulator+ + + + + - - - - - -

Regulator power to set stdsN Y

PQ contracts TSO customer

PQ Parameters addressed:

Slow V variationco cp ms

Fast or tmp V variationco ms cp

li

Voltage dipsco ms cp ms

Voltage unbalanceco ms cp

li

msli

Voltage harmonicsco ms cp

li

msli

Flicker severityms cpli ms

li

Interharmonicscp

Mains signallingcp

Transmission 3 Saudi Arabia


33/71

Transmission 3. Saudi Arabia

France

Hungary

Italy

Norway

Portugal

UK

NewSou

thWales

(Australia)

Victoria(Australia)

Alberta(Canada)

Oman

PJM(USA)

SEC(SA)

MARAFIQ

(SA)

Energy Not Supplied (ENS)

Average Interruption Time (AIT)

= ENS/average power

SIMLI = ENS/peak= AIT*load factor

SAIDI-T

SAIFI-T

MAIFI-T

ASAI=1-SAIDI-T

Number of Outages (per 100km)

Average Outage Duration


Transformer Availability

Circuit Outage Duration

Transformer Outage Duration

CAIDI-T

Transmission 4 Recommendations


34/71

Transmission 4. Recommendations

France

Hungar

y

Italy

Norway

Portuga

l

UK

NewSo

uthWales

(Austra

lia)

Victoria

(Australia)

Alberta

(Canada)

Oman

PJM(USA)

SEC(SA)

MARAF

IQ(SA)

RECOM

MENDED



= ENS/average power


SAIDI-T

SAIFI-T

MAIFI-T

ASAI=1-SAIDI-T







CAIDI-T

Number of PQ contracts



35/71

Transmission 4. Recommendations

Fran

ce

Hungary

Italy

Norw

ay

Port

ugal

UK

New

SouthWales

(Aus

tralia)

Victoria(Australia)

Albe

rta(Canada)

Oma

n

PJM

(USA)

SEC

(SA)

MAR

AFIQ(SA)

REC

OMMEND(draft)

REC

OMMENDED(new)



= ENS/average power


SAIDI-T

SAIFI-T

MAIFI-T

ASAI=1-SAIDI-T







CAIDI-T

Number of PQ contracts

Nb Voltage dev. Duration>10 min

Losses in Energy (% of injected)



36/71

Transmission 4. RecommendationsKPI Unit Level

1Energy NotSupplied (ENS) MWh

Planned/Unplanned/

Force Majeure

2

AverageInterruption Time(AIT) Minutes

Planned/Unplanned/

Force Majeure/Gen.

3 SAIDI-T Minutes per year

Planned/Unplanned/

Force Majeure/ Gen.

4 SAIFI-T Interruptions per year

Planned/Unplanned/

Force Majeure/ Gen.

5 MAIFI-T Interruptions per year

Planned/Unplanned/

Force Majeure/ Gen.

6 Out100kmOutages per year per100 km

Planned/Unplanned/

Force Majeure/ Gen.

NrPQContracts Number

7 Nb Volt. Dev./yr Nb voltage dev.> 10 min

8 Losses Energy losses in % Per area and V level



37/71

Transmission 4. RecommendationsPhasing of KPIs: some tasks have to be planned

- Introduction of planned and excluded events beside unplanned ones

- Introduction of some new KPIs: ENS, MAIFI-T, Losses- Extension of SCADA on 4% remaining lines, means for verifications

Note for SAIDI,

SAIFI: delivery

points should

preferably beof similar size.

Hence, LV and

MV customers

are supposed

not to be

supplied by theTSO but by the

DNO

Year of Implementation

KPI 2010 2011 2012 2013

T1 ENS

T2 AIT

T3 SAIDI-T

T4 SAIFI-T

T5 MAIFI-T

T6 Out100 km

T7 NrPQContracts

T7 NbVoltDev T8 Losses (% Engy)

reg

Transmission Annex: Comments


38/71

TransmissionAnnex: CommentsFrom Comment Response from KEMA

Dr. Ahmed Al-

Abdulwahab

Suggest to measure at level

of delivery points (as inItaly)

Excellent comment: we were envisaging this for the

future. Depending of ECRA wishes, these KPIs forprotecting the Worst Served Customer require however

specific electronic meters that count the number and

duration of the interruptions at a given point.

Consequently it takes time to be implemented. This is

also a good reason for ECRA to consider this issue early

rather than later.



39/71

TransmissionAnnex: CommentsFrom Comment Response from KEMA

Dr. Ahmed Al-

Abdulwahab

Suggest to use System

Minutes (SM) instead of AIT

The SM or SIMLI uses the peak load while the AIT uses

the average load, which is related to the yearly energy.

In our experience there are some problems in using the

peak load because it is much more volatile than the

yearly energy: a combination of factor can affect sharply

the peak demand (e.g. sudden heat wave) but not the

yearly consumption. Therefore we suggest to maintain

the AIT which is also used by a large number of utilities,

and is easy to compute.



40/71

Transmission Annex: CommentsFrom Comment Response from KEMA

SEC Transmission Planned outages should not

be included in KPIcalculations: they are

usually responded to by

system reconfiguration to

prevent interruption to final

customers

We understand and agree that planned outage do not

necessarily lead to interruptions. It is helpful to make adistinction between outage (a failure but not necessarily

leading to an interruption in the supply) and an

interruption (where customers do experience a

blackout). We will update the definitions to make this

more clear. At the same time, we do recommend that

planned interruptions are included in the measurement

even though it should be separately highlighted in the

reporting statistics.



41/71


From Comment Response from KEMA

SEC Transmission Outage per 100 km: SEC

recommends to cancel this

because it is an internal-

only KPI

We would like to discuss this point in more detail with

SEC.



42/71



SEC Transmission Force Majeure interruptionsshould be calculated

separately

We fully agree with this and also have proposed that FMrelated interruptions should be measured and reported

separately. Even though FM is outside the utilitys

control, it is still important to measure and report on it.



43/71



ECRA, Fayez Force majeure: generationoutage should not be

considered FM

We agree with this point and will change the reportaccordingly. More precisely, there will be:

For Transmission KPIs 4 components:

Unplanned, Planned, Force Majeure, Generation

For Distribution KPIs 5 components:

Unplanned, Planned, Force Majeure, Transmission,

Generation

Distribution


44/71

Distribution

1. Introduction

2. International Practices

3. Existing KPIs in Saudi Arabia

4. Recommended KPIs

Distribution 1. Introduction


45/71

Distribution 1. IntroductionRegulation of continuity of supply considers four types of regulatory

instruments:

1. Publications of performances in the form of selected KPIs

2. Quality contracts between the DNO and the customer

3. Reward and penalty schemes

4. Commitment for Minimum Quality Standards (MQS), also referredto as GSL (Guaranteed Service Level, GSL)

The present proposal deals with the 1st and the 2nd of these

(the other measures can be designed later after aquiring a goodknowledge of the system and the feasibility of implementation).

Distribution - 1. Introduction


46/71

s bu o oduc o Where to monitor the performance:

At the output (continuity of deliveries to the distribution) ?

At an intermediate level (availability of components) ?At both levels

At none

Classic theory of regulation of systems: output signal is regulated

DNOs:

Continuity performance is directly faced by customers, and since

the network is operated radially there is a delay to restore service

Compared to TSO, a single event does not lead to a black out,hence less visibility of an interruption, more risk for negligence

Distribution 2. International Practices


47/71

France

Hungary

Italy

Norway

Portugal

UK

NewSouthWales

Australia

Victoria(Australia)

Canada

Oman

USA

Average Indicators

SAIDI

SAIFI

MAIFI ()

CAIDI

ASAI

TIEPI (=AIT)

ENS

Out100km: nb outagesper grid length

about 24%

of the US

utilities are

monitoring

MAIFI

Distribution 2. International Practices


48/71

Franc

e

Hung

ary

Italy

Norw

ay

Portu

gal

UK

NewSouthWales

Australia

Victo

ria(Australia)

Cana

da

Oman

USA

Average Indicators

SAIDI

SAIFI

MAIFI ()

CAIDI ENS

Out100km: nb outagesper grid length

Worst-Served Customer Indicators

Longest Interruption(MaxD)

Maximum duration ofinterruption (MxDYr)

Maximum numberinterruptions (MxNrYr)

Improving the

average

performance is

good, but is it

reallyprotecting all

customers ?

> 5, 3, 1 min

< 5, 3, 1 min

Distribution 3. Saudi Arabia


49/71

France

Hung

ary

Italy

Norw

ay

Portu

gal

UK

New

SouthWales

Australia

Victo

ria(Australia)

Cana

da

Oman

USA

SA-S

ECDistrib.

SA-M

arafiq

Average Indicators

SAIDI

SAIFI

MAIFI ()

CAIDI

ASAI

TIEPI (=AIT)

ENS

Out100km: nb outages per grid length


Longest Interruption (MaxD) Maximum duration of interruption (MxDYr)

Maximum number interruptions (MxNrYr)

Distribution 4. Recommendations


50/71

France

Hu

ngary

Ita

ly

No

rway

Po

rtugal

UK Ne

wSouthWales

Australia

Victoria(Australia)

Ca

nada

Om

an

US

A

SA

-SECDistrib.

SA

-Marafiq

RE

COMMENDED

Average Indicators

SAIDI SAIFI MAIFI ()

CAIDI ASAI

TIEPI (=AIT)

ENS


Nb PQ Contracts


Longest Interruption (MaxD)

Maximum duration of interruption (MxDYr)


To be

discussed:

ENS is

useful for

planning,

not forcustomer

protection

Proposed

for later, at

MV level

Distribution 4. Recommendations


51/71

To be

discussed:

ENS is

useful for

planning,

not forcustomer

protection

Proposed

for later, at

MV level

Fr

ance

Hungary

Ita

ly

Norway

Portugal

UK

NewSouthWales

A

ustralia

Victoria(Australia)

Canada

Oman

USA

SA-SECDistrib.

SA-Marafiq

RECOMM.

(draft)

RECOMM.

(new)

Average Indicators

SAIDI SAIFI MAIFI ()

CAIDI ASAI

TIEPI (=AIT)

ENS


Nb PQ Contracts

Nb Voltage dev. Duration>10 min

Losses in Energy (% of injected)

Worst-Served Customer IndicatorsLongest Interruption (MaxD)

Maximum duration of interruption (MxDYr)


Distribution 4. Recommendations:Phasing


52/71

Main new features

to be introduced:

- Introduction of planned and excluded events beside unplanned ones

(separate exclusion because TSO origin from because Force Majeure)

- Introduction of some new KPIs: MAIFI, Nb Voltage Deviations

- Extension of SCADA on MV remaining lines (if benefits in network

reliability are higher than the system cost), means for verifications

- Extension of KPIs to LV customers

- Preparing further KPIs: ENS, worst-served customers

Year of Implementation

KPI 2010 2011 2012 2013

D1 SAIDI

D2 SAIFI

D3 MAIFI

D4 CAIDI PQ Contracts

D5 Nb Volt Dev D6 Losses (area)

reg

DistributionAnnex 1: General Issues


53/71

1. KPIs should be oriented to customer protection

2. For a given objective, a limited set of KPIs should be enough

3. Information must be collected in a uniform way by all distributors to

ensure fairness for them and equality of treatment for customers

DistributionAnnex 2: Practical Issues


54/71

1. Procedures for measuring should be clearly defined so that the

data can be audited: we suggest to start from existing procedures;

hence we need a description of these. Typically 4 steps:

Registering interruptions:

Start: SCADA and registering of customer calls (telling the

customer the code number of the/his interruption for enabling

faster info to be provided if required) Stop: when checking the supply is back for the customer group

Computing the indicators, using an up to date network connectivity

model and customer DBs forestimating Nb of affected customers

Reporting to the regulator: a form will be set Verifying : enabling audits (Co. to describe their procedures: qual.)



55/71

1. Procedures for measuring should be clearly defined so that the

data can be audited: we suggest to start from existing procedures;

hence we need a description of these. Typically 4 steps:

Registering interruptions:

Start: SCADA and registering of customer calls (telling the

customer the code number of the/his interruption for enabling

faster info to be provided if required) Stop: when checking the supply is back for the customer group

Computing the indicators, using an up to date network connectivity

model and customer DBs forestimating Nb of affected customers

Reporting to the regulator: a form will be set Verifying the reliability of the figures : enabling audits

Could SEC & Marafiq describe their 4 steps ?



56/71

1. Interruption Type (Planned and unplanned): if planned, what is

important is the notification: a notice delay (days) is to be set.

2. Interruption Classification : momentary (short) or sustained (long)

3. Interruption Number of affected customers

4. Interruption Origin: In order for the regulator to put pressure on

issues where there is room for improvements, for each interruption :

search of origin A coding of origin location is to be set

5. Interruption Cause/FM: list of causes to be approved by regulator

Could SEC & Marafiq describe their file format, location ?



57/71

1. Interruption Type (Planned and unplanned): if planned, what is

important is the notification: a notice delay (days) is to be set.

2. Interruption Classification : momentary (short) or sustained (long)

3. Interruption Duration

4. Interruption Number of affected customers

5. Interruption Origin: In order for the regulator to put pressure on

issues where there is room for improvements, for each interruption :

search of origin A coding of origin location is to be set

6. Interruption Cause/FM: list of causes to be approved by regulator

Could SEC & Marafiq describe their file format, location ?

DistributionAnnex 2: Practical Issues Presently SEC Distribution uses a detailed list of causes:


58/71

Presently, SEC Distribution uses a detailed list of causes:

N1-74: Defaults of components (cable, joint, pole, jumper, line)

N75-84: Transient fault due to ext. agent, rain, wind, storm, unkn. N85 Fire from external cause

N88 Load shedding (for frequency control)

N89 Fault due to bird/animal

N90 to 96: due to protections (overloads,), mal-operations

N98 tripping of generators (supplying at transmission level)

N99 Loss of transmission supply

N100 Tripping of generator (supplying at distribution level)

Seems ok: exceptional events (regulatory causes) will be out of KPI

In addition, it allows operators to identify KPI per manufacturer/parts

Good visibility is the key for understanding and efficiency

DistributionAnnex 3: Comments


59/71


Majed Alsalem Power quality

measurements need to bemandatory

Fayez Voltage variation and

frequency needs to be

addressed

Majed Alsalem Voltage level variation

should be added

These aspects can all be captured in a PQ contract. We

believe it will be helpful to clarify our suggestedapproach of the PQ contract in more detail during the

meetings.

Frequency variations are usually not disturbing the

consumers and the first components to be affected

are in fact the auxiliaries at generation plants.

Now, PQ contracts have been removed and replaced

by voltage deviation: still to be defined



60/71


Fayez CAIDI should also be

considered

Majed Alsalem CAIDI should be added

CAIDI is equal to SAIDI/SAIFI and as such provides

relatively little added information as an indicator.

Nevertheless we can consider further whether or not

to include this as a KPI.

Now, CAIDI is considered as added to the list of KPI s



61/71


Fayez System losses are not

included for T and D

Dr. Abdullah Replace T7 with amount of

investment and loss

reduction

Legal advisor Network losses should be

included

We are very aware of the point about network losses

and plan to discuss this further with ECRA during ourvisit. As we discussed in the report, network losses

should ideally be dealt with via the price regulation

but we are surely open to discuss this issue in more

detail.

Now, losses are considered as added to the list of KPIs



62/71


Dr. Ahmed Al-

Abdulwahab

Suggest to use KPIs also at

feeder level and area level

Dr. Abdullah Reporting at different

voltage levels?

Dr. Abdullah Segregation into urban and

rural categories

The distinction between voltage level (medium, low

voltage) and category (urban, rural) is a very good

suggestion.

True, to much extent, monitoring these indices at a

more detailed level (area, feeder, etc) can be a tool for

the utility to observe where the problems are the

most significant. From the regulatory perspective itmay be considered somewhat intrusive to define the

KPI at e.g. feeder level.

Now, the various KPI are considered as broken down

into categories (urban, suburban, rural, isolated),

voltage levels (MV, LV) and areas (18 areas ?)

DistributionAnnex 4: Pending issues Number and types of areas/voltage levels delivery points :


63/71

Number and types of areas/voltage levels delivery points :

Separate urban, sub-urban, rural values for the KPIs per area (18?)

Separation of voltage levels (LV and MV for distribution), HV for T.

Recommendation: If feasible, launch a customer survey to

Estimate the inconvenience level (cost) of interruptions for the

customer, the value of ENS, SAIDI, SAIFI

Record load curves for estimating the ENS of long interruptions

(one year measurement campaign, setting customer groups)

Request - We expect from the companies:

The KPI values of the 3 last years

A more detailed description of the existing calculation for the KPIs

(file format, client database, network connectivity DB: quality ctrl.)

Data flow for Volt deviation: range ? visit of dispatching ?

Customer Service


64/71

Introduction

International Practices Existing KPIs in Saudi Arabia

Recommended KPIs

Customer Service InternationalPractices (1)


65/71

Practices (1)

KPI France

Hungary

Italy

Norway

UK

Pennsylvani

a(USA)

Vermont

(USA)

Alberta

(Canada

)

NewSouth

Wales

Victoria

(Australia)

Providing supply

Time to Supply - Existing

connections

Time to Supply - New

connections

Time to reconnectionfollowing lack of payment

Time to respond to failure

of supplier's fuse

Time to solve meter

problems

Complaint handling

Time to solve complaints

Frequency of complaints

Frequency of billingcomplaints

Frequency of revised bills

Customer Service InternationalPractices (2) a)


66/71

Practices (2)

KPI France

Hunga

ry

Italy

Norwa

y

UK

Penns

ylvania

(USA)

Vermo

nt(USA)

Albert

a(Canada)

NewS

outhWales

(Austr

alia)

Victor

ia(Australia

Punctuality

Late time at

appointments

Waiting time call

centre

Waiting time in

customer centre

Time to estimate

charge for works

Time to execute

works

Amount of time given

before interruption of

supply

Customer Service Saudi Arabia


67/71

KPI SEC Marafiq

Customer satisfaction X X

Billing accuracy X X

Network coverage X

Speed of providing connection X X

Restoration supply after non-payment X

Complaint resolution X

Customer ServiceRecommendations


68/71

Recommendations

KPI Unit

C1 Average Time to Supply Existing Connections (ATSE) days

C2 Average Time to Supply New Connections (ATSN) days

C3 Average Time to Reconnect After Payment (ATRAP) hours

C4 Average Time to Resolve Complaints (ATRC) days

C5 Frequency of Billing Errors (FBE) %

C6 Punctuality in Keeping Appointments (PKA) %

Feedback and Comments


69/71

From Comment

Dr. Abdullah Add:

Time to solve meter problems

Time to solve complaints

Frequency of complaints

Waiting time call center

Time before interruption of supply

Time to execute works

Fayez Waiting time call center: should also be included

Fayez C1 needs more clarification

Majed Alsalem Add: Call center average waiting time , Calls answered/Calls

received

Legal advisor Also include: 1. Phone centre: average time to answer, cooperation

of staff, and 2. Measurement of customer satisfaction

Marafiq Marafiq also performs customer satisfaction surveys

Marafiq Marafiq also performs annual customer gatherings

Customer Service UpdatedRecommendations


70/71

RecommendationsKPI Unit Target

C1 Average Time to Supply Existing Connections (ATSE) days Yes

C2 Average Time to Supply New Connections (ATSN) days Yes

C3 Average Time to Reconnect After Payment (ATRAP) hours Yes

C4 Average Time to Resolve Complaints (ATRC) days Yes

C5 Frequency of Billing Errors (FBE) % Yes

C6 Punctuality in Keeping Appointments (PKA) % Yes

C7 Average Time to Solve Meter Problems days Yes

C8 Frequency of Complaints # Yes

C9 Average Waiting Time Call Center min Yes

C10 Time before Interruption of Supply days Yes

C11 Time to Execute Works days Yes


71/71

Experience you can trust.

Thank you for your attention!

[email protected]

Documents

Draft Kpi Report Presentation - 250109