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Todays Meter to Cash


Challenge - M2C Roadmap
Steven Windsor
Senior Director Oracle Utilities
Japan Asia Pacific

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 Success


Innovation, Differentiation, & Smarter Grids
Aging Assets

Multiple interaction channels

Demand Response
and Virtual Power
Smart Grid Operations
Plants

Aging Workforce

Understand /
Segment the market
EV Mobility
Pro-sumers

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Variable Pricing

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Business Value
and Analytics

The Changing Face of Customer Service


Modes of Communication are Changing

Cross Channel
Communications

Social Media

Communications
Preferences

Web/Mobile Access to
Information
Customer
Segmentation

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Changing patterns of Demand are driving new


Pricing Strategies
Pricing Transparency Fixed prices for fixed operating costs
Distribution/Networks charges
Customer Service
Time-variable pricing Distributing demand throughout the day and night
Time of Use
Dynamic Pricing
Demand Response Pricing Shaving the peak

during critical periods

Carrots
Sticks

Pricing for customer generation


Net-metering
Feed in Tariffs
EV Business Models
In-home charging
Public charging

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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


Legacy CIS Systems
Monthly Billing

New pricing models RTP, TOU, CPP


Near real time usage

Passive Customer

Customer Engagement Tools/Active relationship

Componentized into Rating & Billing, Credit &


Collections, Customer

Distributed Generation, non traditional


customers

Bill determinants from Meter Data Management

Non energy services and demand services

Monolithic
Central Generation
Meter and Interval Data in
CIS
Energy Services

New Business Requirements

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Customer Care and Billing

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Oracle Utilities Customer Care and Billing


Functional Summary
Customer Service
Provides the CSR with a 360 view of the customer to
handle any request
Integrated customer self service

Schedule and track field work


Seamless User Interface and workflows

Rating and Billing


Calculate any utility tariff.
Bill metered or unmetered services, one-time or
cyclical

Support billing for smart grid (net metering, electric


vehicles, prepaid)
High volume and high performance

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

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End to end program management (e.g. conservation


programs)

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Customer Care and Billing for Program Management


New Sales, Marketing and Program Management Functionality
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

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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

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Program
Planning

Reporting

Marketing

Operations

Sales

Implementat
ion

Customer Care and Billing v2.4


Release Theme Enhancements

Lower
TCO
Enhanced
Customer
Service
Capabilities

Customer Care and Billing


for Smart Grids

Foundational Enhancements

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Configurable bill extract


Simplified rate maintenance
Address validation API
Large account management
Enhanced rate check
Siebel integrations
Program Management
Net metering
Billing for charging of electric vehicles
Prepaid metering using AMI
Rating Engine
Adoption of FW4
Security enhancements
Oracle Enterprise Manager (OEM) pack

Considerations for CC&B 2.5

Contact management enhancements (alerts & customer contacts)


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 Service


Overview

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Oracles Customer Self Services


Portal, phone, tablet
MARKET AND REGULATORY DEMANDS
Self-service technology is wide-spread
Satisfy regulatory mandates with
actionable data

OPERATIONAL AND INNOVATIVE


Reduces costs and improves
operational 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 supporting
legacy and 3rd party apps

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Oracle Utilities Customer Self Service


Functional Summary

* Enabled for Mobile Browser Access

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 Status *


Add Meter Readings *

Billing and Payment Management


Process Payments and Payment Arrangements *
View Bill and Payment History *
Rate Comparisons

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Proposed Features in OUCSS v2.1 (2013)


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

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Customer Service Management


Start/Stop Service Enhancements
Usage Data Download (Green Button)
Submit Issue for Investigation
Issue and Case Tracking
View Appointment Bookings
Setup Landlord Reversions

Demand Program Management


Program Enrollment
Response Event Dashboard
Mobile Application Access
Billing and Payment Management
Customer Service Management

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Proposed Features in OUCSS v2.2 (2014)


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 Account
Management
Request Construction and Development
Services
Commercial Account Contract Management

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Demand Program Management


Program Recommendations
Complex Program Enrollment
Request Onsite Energy Audit
Online Energy Audit
* Mobile Access will be enhanced to
support new functionality

Meter Data Management


Overview

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Current Market Industry Analysis


Smart Meter initiatives continue!
annual smart meter shipments are projected to surpass 140 million units worldwide by 2016, up from 25.4 million in
2011. This represents a compound annual growth rate (CAGR) of 32.9 percent over the 2011 to 2016
period - Dean Chuang, IDC Energy Insights

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Evolution of Meter Data Management


Moving Beyond Basic Meter-to-Bill
First generation
built for C&I
customers

Been around for


years
Focus on flexibility
and complexities
required to support
C&I rates

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Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Smart meters extend focus to


residential market

Volume of data
exponentially higher
Leverage knowledge
from the C&I market
to standardize and
automate processes
for the residential
market
Increase customer
expectations
Continue to support
the C&I demands

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Expand beyond
meter to cash

Built for
performance
Leverage MDM to
increase utility
effectiveness

Operational efficiency
Customer satisfaction
Asset utilization
Revenue protection
Expand business
opportunities

The Value of Accurate, Complete Meter Data


Billing and
Collections

Operations

Customer Service

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Provides data to bill complex interval rates


Aids detection of energy and water theft
Provide data to net bill customer for generation injected into grid
Enables prepaid metering

Optimizing asset utilization through load aggregation


Aids determination of potential outage
Improves water and gas leak detection
Aids determination of where to direct infrastructure upgrade or
replacement
Provides means to reduce grid-related capital expenses. Network
managers can analyze and improve block-by-block power flows.
Distribution planners can better size transformers. Engineers can
identify and resolve bottlenecks and other inefficiencies.
Provides detail usage information to customers to aid in energy and
water usage decisions.
Provides information to help answer customer inquires about bills
and usage

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The Value of Accurate, Complete Meter Data


Provides data to qualify customers for energy/water demand
response and conservation programs.
Provides proof of compliance or non compliance with energy/water
conservation programs
Determines effectiveness of energy/water and conservation
programs.

Marketing

Generation Planning

Regulators

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Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Provides data for forecasting future demand


Provides data to aid in the rate recovery for generation assets
Shaves supply costs. Supply managers use interval data to finetune supply portfolios. Because smart metering enables more
efficient procurement and delivery, supply costs

Aids in preparation of rate cases


Aids in the ability to prove results for demand response programs,
etc.

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MDM Market Trends


Move away from low-functionality MDMs that are little more than VEE
Move toward high-scaling MDMs
Move toward MDM not only in electricity but also in gas and water

Consolidation. Most initially independent vendors have now been

acquired
Move beyond meter-to-cash and toward summarized meter data to
improve a wide variety of utility business functions
Move toward using MDM as part of prepayment system that does not
require specialized prepayment meters

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MDM Market Trends


Generation 1 MDM Systems
Strictly Meter to Cash
Functionality

Comprehensive support for Distribution and Meter to


Cash Use Cases

Low Scale built for C&I only

Reengineered for both high functionality and high scale

Electric Only

Complete support for Electric, gas, and water services

Vendor supported integrations to leading AMI and CIS


solutions

Integrated analytics with Customer and Distribution


applications

Support for multiple billing models (cyclical, prepayment, event billing)

Custom Integrations
Silod Analytics
Traditional Cyclical Billing

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Generation 2 MDM Business Requirements

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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 device type changes

More complex usage rules


Ratcheted demand
Peak time rebates
More
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Smart Grid Gateway


Overview

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SGG Solution Overview In a Nutshell


More than just web services
Processing of AMI vendor formatted

Usage and Event data


Execute smart meter commands:

Ping
On demand read
Commissioning/decommissioning
Connect/disconnect

Adapter commands reusable from any

enterprise application
Usage and command data auditing and

performance analysis
SGG integration foundation is reusable,
extensible, upgradeable
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Currently Available Productized Adapters


Making our Vision a Reality
Landis+Gyr
Itron MV-90
Echelon
Sensus
Silver Spring Networks
Itron OpenWay is currently in

development
20 MDM V2 and 7 MDM/SGG customers worldwide
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Oracle Utilities Business


Intelligence

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Oracle Utilities Business Intelligence Strategy


Oracles goal is to provide the Utility industrys most complete, prepackaged
analytics solution a platform that
Provides end-to-end operational analytics for Utility Operations

Meter to Cash, Customer Service, Distribution, Workforce Management, Asset

Management
Leverages productized and supported, utilities-specific extractors and schema
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 decision making
Provides a framework that is extensible beyond the Oracle Utilities operational suite

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OBIU 2.4 CC&B Analytics

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8 New Dashboards
27 New Pages
Drill-back into CCB
Additional Drill-down points to support
workflows

OBIU 2.4 Outage Analytics


What is new? New Dashboards
2.4 SP2

2.4

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3 New Dashboards
4 New Pages
Additional Drill-down points to
support workflows
Improved usability and navigation
Separate dashboards for historical
and current events

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OBIU 2.4 Meter Data Analytics


What is new? - Comparison KPIs
Compare and analyze events

between selected dimensional


entities
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

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Choose
Dimension
Choose
specific value
to compare

OBIU 2.4 SP3 Exceptions 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

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OBIU 2.5 CIS Analytics


Revenue Analytics
Billing ( 9 New Pages, 20 New Analysis)

Credit and Collection Analytics


Pay Plans (3 New Pages, 8 New Analysis)
Payment Arrangements (4 New Pages, 9 New Analysis)
Collection Template Effectiveness (1 New Page, 4 New

Analysis)

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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 compliance
Electronic Failures requiring Field Work
Repair and Testing
Acceptance Testing
Time in Repair
Test Failures and Repair Backlogs
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Customer and Meter to


Cash Roadmap Summary

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Customer Management Roadmap (short term)


3 6 months

Current Release
CC&B 2.3.1

Customer Care and Billing v2.4

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

Service Requests
Electric Vehicles
Demand Side Management
Prepaid Metering for Smart Meters

Framework Enhancements
Configuration Migration Assistant
Information Lifecycle Management
Security enhancements

6 12 months
Customer Self Service
v2.1
Expand Bill and Pay Management
Advanced Customer Service
Management

Business Intelligence 2.5


Expansion of CCB Analytics
Demand Side Management
Adoption of ODI

Enterprise Manager Packs


Utilities Pack for CCB

The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle.

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Customer Management Roadmap (longer term)


1 2 years

3 4 years

5 6 years

Customer Care and Billing v2.5

Customer Care and Billing v2.6

Customer Care and Billing vX

Call Center User Interfaces


Contact Management Enhancements
Energy Management
Enhancements/Integration
Exception/To-do Management
Integration
Field Billing
Credit and Collections Enhancements

Modular Rating and Billing,


Credit/Collections, Customer Care
Demand Response Integration
HAN Integration
Wholesale Markets Support

Customer Self-Service V2.2


Manage Appointment Bookings
Energy Audits
Commercial Account Contract
Management
Street Crew Inquiries

Generation Billing
Joint Attachments
New NEMs Models
New Electric Vehicle Business Models

Quotations, Pricing and


Contract Mgmt
Residential
C&I

The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle.

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Meter Data Management Roadmap (short term)


6 15 months

6 months
Smart Grid Gateway adaptor
Itron OpenWay

Service Order Integrations

Meter Data Mangement V2.2

MDM, MWM, SGG, ODM, CCB


NMS-SGG: Last Gasp events, confirm
restoration

Service Order Integrations

Smart Grid Gateway adaptors

Outage Automation

Operational device
Management V2.0
Asset tracking
Inspections
Compliance tracking

15 30 months

MDM, MWM, SGG, ODM, CCB

Meter Data Management V2.1


Service Requests
Enhanced scalar meter support

Smart Grid Gateway


Expand Device Capabilities - Firmware,
Configuration, Self-Discovery

Business Intelligence V2.5

CCB - BI Enhancements
Demand Side Management (DSM)
Operational Device Management (ODM)
Transition to ODI

Revenue Protection
Settlements
Additional Water Capabilities
Additional Gas Capabilities

Existing Adapter Updates


Expanding SGG Device Capabilities
CEP Integration
New Adapters - TBD
Business Intelligence V2.6
Continue transition to ODI
Revenue Protection
Network Model
Asset Optimization
Calculation Engine
First Fusion Component
To be used by QM, CCB, BC

The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle.

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Meter Data Management Roadmap (longer term)


2 3 years

4 5 years

5 6 years

Meter Data Management

Meter Data Management

Meter Data Mangement

Wholesale Markets Support (Big Water and


Big Gas)
Advanced Distribution Analysis

Infrastructure Metering
DR Management and Integration
DR Market Integration

Smart Grid Gateway

Smart Grid Gateway

Smart Grid Gateway

Real TimeEvent Analysis and Intelligence


Expand intelligent device support

Demand Response Operations


Support Substations
Integration to NMS for Distributed
Generation

Support Distributed Generation and


Automation
Upstream device vendor
Downstream device vendors

Financial Settlements (re-platform)

Forecasting Product

Energy imbalance
Supplier billing, Shadow billing
Pricing & strategy

Experimental forecasting model analysis

Settlements
CCB Wholesale Markets Integration

Business Intelligence

New Forecasting Product

Continue expand BI capabilities for new


products and cross-product analytics

Transformer Load Management


Market Transactions
Other devices sensors, IHD, HAN
Energy Management Exports

Load Settlements (re-platform)


Load Profiling, Aggregations
Volume Settlement

Basic service point forecasting

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Graphic Section Divider

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