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Utilities Industry SolutionsPresenter’s Name:Presenter’s Title:

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Agenda

• Leadership in Utilities

• Innovation in Industry Solutions

• Results Achieved by Oracle Customers


Oracle in UtilitiesDid You Know?

5 of the top 5 Fortune Global 500 utilitiesrun Oracle Applications

9 of the top 10 Fortune Global 500 energy and utility companies run Oracle Applications

5 of the top 5 Platts 250 utilities in the Americasrun Oracle applications

5 of the top 6 Platts 250 utilities in Europe run Oracle Applications

7 of the top 8 Platts 250 utilities in Asia-Pacificrun Oracle Applications


• Database

• Real Application Clusters

• Partitioning

• OLAP / Data Mining

• Spatial

• Times Ten

• Database Vault

• Secure Enterprise Search

• Java Application Server

• Development Tools

• Business Process Mgmt

• Identity Management

• Data Integration

• Content Management

• Business Intelligence

• User Interaction

• PeopleSoft Enterprise

• Siebel CRM

• e-Business Suite

• JD Edwards

• Hyperion

• SPL

• Lodestar

• AutoVue

• Crystal Ball

Broadest Product Portfolio in the Utilities Industry


The Challenges We’re Hearing

Operational Excellence:How can we increase customer satisfaction within ongoing capitalconstraints?“Resource adequacy, operational efficiency and asset management is a key concern to utilities worldwide.” – Dr. Gary M. Vasey, UtiliPoint International, 2008

!

Environmental Issues:How can we analyze progress toward changing environmental goals?“The percentage of utilities planning near-future AMR and AMI installations doubled from 9% in 2006 to 18% in 2007.” – Chartwell AMR Report, 12th Edition, 2007

!


The Challenges We’re Hearing

Changing Business Conditions:How can we increase enterprise-wide efficiency to face deregulationand fluctuating commodity prices?“83% of marketers surveyed believe that a comprehensive marketing suite can be a difference maker. 60% lack such capabilities in their organization.”

– Forrester, “Marketing Technology Adoption,” 2007

!

Rising Customer Demands:How can we meet increasing expectations for product information and service quality?“During the next five years, self-service interactions will grow by 65% and displace 20% of customer service agents.” – Gartner 2005

!


Analyst Quotes

“Utilities customers now have a single vendor (Oracle) product that can span their requirements for process Enterprise ResourcePlanning (ERP), Enterprise Asset Management (EAM), Supply Chain Management (SCM), and Product Lifecycle Management (PLM)."

“Behind the curtain on the company stage, this author has alreadyheard the headstrong chants of the Oracle legions, "Watch-Out SAP, here we come.”

“Siebel continues to offer the broadest functionality and supportfor complex selling processes in multiple industry verticals (such as Utilities). Oracle has outlined a functionally rich release for 8.0 to validate commitment for this product offering.”

“A Line Has Been Drawn In The Sand For Utilities – Oracle Takes On SAP.”


Agenda





Optimize Customer-Facing and Back-Office

Operational Performance

Drive Environmental Stewardship and

Regulatory Compliance

Make CustomerSatisfaction a

Utility-Wide Objective

Create Business Agilityto Adapt to DynamicBusiness Conditions

Oracle Utilities SolutionsIncrease Business Insight and Operational Agility


The world’s best middleware suite, according to Gartner Magic Quadrants

Oracle provides an industry-leading set of rich, comprehensive and integrated applications

Leader in Gartner Magic Quadrants: BI, Performance Management, DW

Requirement Oracle Capability The Oracle Difference

Integrate utility applications end-to-end to streamline processes, improve service and cut costs

Oracle Fusion Middleware

Integrate mission-critical applications for utility operations

Oracle Utilities Suite

Unify intelligence from transactional, operationaland financial systems toenable better decisions

Oracle BI Applications

Gain visibility and control over data with integrated ERP

Oracle ERP Suites (EBS, JDE, & PSFT)

Oracle is a market leader for financials, supply chain and human resource management

Optimize Customer-Facing and Back-Office Operational Performance


InsightInsightPerformancePerformance

ActionAction

SetSetGoalsGoals

PlanPlan

MonitorMonitor

AnalyzeAnalyze

ReportReport

AlignAlign

Operational and Enterprise-Wide Business Intelligence

Benefits• Comprehensive

• Pervasive

• Hot Pluggable

• Adds insight to CRM and ERP applications

• Easy to adapt and extend

• Tight integration with OLTP systems

• Works with existing IT environment

• Low TCO


SOLUTIONS• Project Costing• Project Billing• General Ledger• Accounts Receivable• Assets

CHALLENGES / OPPORTUNITIES• With deregulation, needed a low maintenance,

standardized IT infrastructure

RESULTS• Reduced overhead burden rate allocated

to projects by 20%• Increased labor costs allocated to

projects from 5% to over 75%• Consolidated 39 legacy systems into a

single Oracle instance• Boosted productivity and avoided $5

million in staff costs • Deliver more professional proposals for

external work• Review real-time project performance via

ad-hoc online queries

COMPANY OVERVIEW• Australian operator of New South Wales’ high

voltage electricity transmission network• 76 substations and switchyards with 12,400 km of

transmission lines

TransGrid











Drive Environmental Stewardship and Regulatory Compliance

Oracle’s product depth allows utility customers to select asset solutions which best meets their business requirements

System flexibility and ease of use makes it easy to change business processes and adapt to new conditions

Oracle Utilities MWM customers typically lower operating costs 20-30% with payback in less than 2 years


Achieve end-to-end view across business to manage assets and protect critical investments

Asset Lifecycle Management Solutions

Provide faster response to regulatory directives and achieve demand-response goals

Customer Care and Billing (CC&B)

Improve quality and efficiency, and reduce the costs and risks of operations

Mobile Workforce Management (MWM)

Deliver paper, print, postage, and remittance processing cost reductions

Siebel Self-ServiceOracle eBilling & ePayment users are 60-90% less likely to call your Call Center


Field ServiceField

ServiceNetwork and

Outage Management

Network and Outage

Management

Revenue Management and Billing

Revenue Management and Billing

Meter Data ManagementMeter Data

ManagementCustomer

Relationship Management

Customer Relationship Management

SalesSales

Service Activation

Account Service

Bill View & Payment

ConveniencePayments

OutageNotification

And Tracking

Meter Data& Predictive

Analytics

Convenience - Interact Anytime, Anywhere

• Creates a “better than phone and paper”experience

• Improves credit and collection process

• Supports regulatory communications compliance

• Reduces environmental waste

Customer Self-Service


SOLUTIONS• Comprehensive Oracle Self-Service solution

including eBilling and ePayment, customer profile update, bill consolidation for multiple accounts

CHALLENGES / OPPORTUNITIES• Reduce heavy call center volume• Existing legacy system not able to support evolving

customer requirements• Reduce customer care cost with effective Self-

Service solution (paperless billing and electronic payment)

CUSTOMER PERSPECTIVE“To offer our customers self service in the way they want it, when they want it at the lowest cost available to NSTAR.”Penni McLean-ConnerVice President, Customer Care

RESULTS• 46,000 new online customer enrollments

(additional 3.5% user adoption toexisting solution) in 6 weeks following deployment

• 40% paperless sign-up and 30% for ePayment among new users

• ROI < 1 year

COMPANY OVERVIEW• Approximately 1.4M electric and natural gas

customers• Service center located in greater Boston area• 80% of population has access to computers at

work, school or the library

NSTAR












Provide timely and accurate data for utility billing, settlement, and forecasting

Meter Data Management (MDM)

Oracle provides a flexible, cost-effective, and scalable solution to manage data and transformit into usable information

CC&B has rich functionality, works on multiple IT platforms and provides utilities with various deployment options

Provide utility billing system flexibility to control costs, optimize cash flow, and reduce risks

Customer Care & Billing (CC&B)

Provide performance, scalability, security and reliability for transaction processing, BI, and content

Oracle delivers the ability to move system and storage resources around flexibly as IT needs change

Database and Technology Options

Create Business Agility to Adapt to Dynamic Business Conditions


• Greater control

• Energy efficiency

• Consumption visibility

• Improved customer service

Customers

Networks• Losses – technical and non-technical

• Outage management

• Reduction in demand

• Deferred network activities

Suppliers• Meter reading effectiveness

• Reduced billing errors

• Change of supplier – simplified processes

Meter Data ManagementEnd to End Efficiency and Effectiveness


SOLUTIONS• Enterprise Asset Management• Financials• Project Costing / Billing• Purchasing• Human Resources

CHALLENGES / OPPORTUNITIES• U.S. Department of Transportation (DOT) reporting

requirements for inspections, leaks, repairs and maintenance of assets

CUSTOMER PERSPECTIVE“We had already attempted to integrate our systems, but we needed an even more seamless integration. Oracle E-Business Suite addressed that need.”Jerry MaloneDirector of Information Systems Support

RESULTS• Live on E-Business Suite 11i• Enabled easy tracking of employee training

and certifications• Aids in compliance to government

reporting requirements• Reduced human resources staff

COMPANY OVERVIEW• $2.9B U.S. distributor of pure natural gas, based in

Texas• 1.7M gas utility customers served by 6 divisions in

12 states

Atmos Energy











Make Customer Satisfaction a Utility-Wide Objective


Empower customers to self-manage their relationship anytime, anywhere

Siebel Self-Service Solutions

Oracle solutions help utilities transform customer-facing sales and service strategies with enhanced customer loyalty & marketing functionality

Oracle automates scheduling, dispatch, and vehicle location tasks, providing real-time information for CSRs

Enable call center with tools and resources to proactively communicate real-time service progress

Mobile Workforce Management (MWM)

Reduce outage duration, enhance accuracy of outage predictions, and protect assets

Oracle NMS provides access to real-time, decision-driving data, helping to reduce risk, improve operations and eliminate uncertainty

Network Management System (NMS)


Web Services-based adapters (Compatible with ESB)

Customer CSR NMS Operator

SCADA(Siemens)

NMS WebCall Entry

OracleNMS

IVR

Dispatcher

MWM Dispatch Oracle Performance MartOracle OMS Dashboard

Field Crew

MWM Mobile Client

BI / Reporting

Outage ManagementMobile Workforce Integration in the Enterprise


SOLUTIONS• Field Service• Mobile Field Service• TeleService

CHALLENGES / OPPORTUNITIES• Resolve the bulk of customer inquiries on the

first call• Improve field service efficiency

CUSTOMER PERSPECTIVE“From contact center to the field, the Oracle system is the only one that could give us stability around the end-to-end processes.”Bob Dinn, Customer Service GM

RESULTS• Service agents answer 94% of calls

within 30 seconds (up from 70%)• Improved first time call resolution rates

to 62% from 53%• Field service crews address 75% more

choked drains per day, working less overtime

• Reduced field service costs by $8.8M (30% ahead of plan)

• Expect to save $24.7M in 3 years from complete service solution

COMPANY OVERVIEW• Scotland's public provider of water and sewer

services• Provider of water and wastewater services to

customers across 1/3 of British land area• Pumps 2.5 billion litres of fresh water to more than

5 million customers each day

Scottish Water


Oracle Utilities Solutions Summary

• Optimized Service and Workforce Productivity• Customer Empowerment and Real-Time Information• Service Reliability and Predictability

SatisfySatisfyCustomersCustomers

• Database Performance, Scale and Reliability• Integrated & Flexible Operational Application Deployment• Pervasive Enterprise Business Intelligence

CreateCreateBusiness AgilityBusiness Agility

• Workflow Driven Process Automation• Data Visibility and Control• Applications Integration

OptimizeOptimizePerformancePerformance

OracleOracle

ISV Partners* Decision Point* Decision Point

Customer ChannelsCustomer Channels

Corporate AdministrationCorporate Administration

Procurement Projects / Grants Supply Chain / Logistics

CPM Financials Human Capital Mgmt Facilities Management

ITITHRHRHelpdesk

InfrastructureInfrastructureData Hub

Integration Framework (e.g., BPEL)

Universal Customer Master

Enterprise Analytics

CRM Specific

ERP Specific

Operational FunctionsOperational Functions

Meter Data Management

RegulatedRating& Billing

SCADA GIS

AnalyticsAnalytics

Energy Trading &Risk Management

Supplier Contract Mgmt

Asset Management /Work Management

Credit &Collections

Scheduling & Settlement

Sales AutomationContact Center Partner

ManagementSelf-Service & EBPPMarketing

CRM / CIS*

UGBU Specific

Distribution Management

OutageManagement

De-regulatedRating& Billing

Utility Assets Field Service

Mobile Workforce Mgmt*Customer Assets Field Svc

Fixed Assets / Construct

Compensation

Customer Service

Customer Order Mgmt Campaign Mgmt

Technology (e.g., Spatial Database, Application Server, RAC, Oblix, TimesTen, UCM, AutoVue, etc.)

Oracle’s Utilities Footprint



The Only Complete Utilities Solution

PartnersPartners PeoplePeoplePeople

PlatformPlatform

ProcessProcess

ResultsResults

Oracle Uniquely Delivers a Competitive Advantage by Leveraging People, Partners, Process, and Platform


People: Oracle’s Ecosystem Creates Advantage

950 customers participating in Customer Advisory Boards

500 Industry & Product strategy council members

35 Fusion strategycouncil members

1,300 participants in early customer adoption programs

425 user groups

30,000 applications customers

220,000 database customers

5,000 middleware ISVs

1,700 application ISVs

9,000 database ISVs

30,000 middleware customers

29,000 developers, support engineers

and consultants275,000 275,000

Customers Customers Benefiting Benefiting

from Shared from Shared InnovationInnovation


#1 Enterprise Software Vendor• ERP, CRM, HR and more• Most scalable, reliable, secure infrastructure• Most complete range of on-demand and on-premise

deployment options

Industry Leading Utilities Capabilities• Customer care and billing• Meter data management• Mobile workforce management• Network management system• Self-service billing, payment, and support

Dedicated Utilities Team• 2,000+ employees focused solely on utilities• Global organization and reach

Process: Top to Bottom Support for Utilities

DatabaseDatabase

MiddlewareMiddleware

ApplicationsApplications

ConsultingConsulting

TrainingTraining

SupportSupport


Platform: Oracle Fusion Middleware Leads the MarketBestBest--SellingSelling

• 32,000+ Customers Deployed • 70% of World’s 50 Largest Firms• $1B+ Business

Oracle 55%

Oracle 55%

Others 45%

Others 45%

Source: Gartner’s Market Share Application Integration & Architecture

Source: Gartner’s Market Share Application Integration & Architecture

40%

30%

20%

10%

0%

39.6%

6.7% 7.1%

Oracle IBM Total Mkt

Growth Rates

#1 Middleware By Share

Fastest Growing Middleware

Highest RatedHighest RatedOnly Vendor in Gartner and

Forrester Leader Quadrants for All Middleware Components

Source: Forrester Research Ranking of Application Platform Servers

Oracle

IBMSAP

Microsoft

0% 5% 10% 15% 20% 25% 30%

SOA Vendor of Choice

Oracle Leads the Pack

IBMSAP

SUN Microsystems

Microsoft

Novell

LeadersStrongPerformersContenders

Strong

StrongWeakWeak

Strategy

Market Presence

CurrentOffering

Oracle

Most ComprehensiveMost ComprehensiveIndustry's Most Comprehensive

Platform for Developing, Deploying& Integrating Enterprise Apps

Rich Functionality

ORCLORCL IBMIBM SAPSAPJ2EE Server & Dev ToolsEnterpriseService BusPortal, Collab,Content MgmtBPEL Process ManagementActivity MonitoringBusiness Rules EngineSOA ManagementBusiness IntelligenceIntegrity Management


Agenda





achieved 32% savings in finance and administration costs

improved customer service despite 50% staff reduction

reduced personnel costs by 27%

reduced overhead burden rate allocated to projects by 20%

decreased contract leakage by more than 76%

saves $1.3M annually with a consolidated ERP environment

Utilities Customer Results


Offers a comprehensive end-to-end standards-based application suite for Utility IT/OT

Provides productized SOA-based integration leveraging an industry leading middleware suite

Provides integrated, scaleable and upgradeable out-of-the-box capabilities for mission critical utility operations

Offers flexible engagement models to help streamline service delivery

Provides a rich set of industry specific analytics

Only Oracle…

The Oracle Difference

Documents

Presenter’s Name: Presenter’s Title - Oracleopnpublic/documents/webcont… · • Java Application Server • Development Tools ... • SPL • Lodestar • ... (CC&B) Improve