CON2081 Windsor

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Copyright 2013, Oracle and/or its affiliates. All rights reserved.
Insert Information Protection Policy Classification from Slide 12
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
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
Variable Pricing
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
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
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
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
Customer Care and Billing
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)
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
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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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

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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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
Proposed Features in OUCSS v2.2 (2014)

Setup Donations
Partial Payment Allocation
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

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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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
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
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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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.
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
25
Generation 2 MDM Business Requirements
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
26
Smart Grid Gateway

Overview
27
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
28
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
29
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
31
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
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
35
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
37
Customer and Meter to

Cash Roadmap Summary
38
Customer Management Roadmap (short term)

3 6 months
Current Release
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
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
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.
39
Customer Management Roadmap (longer term)

1 2 years
3 4 years
5 6 years
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
40
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
41
Meter Data Management Roadmap (longer term)

2 3 years
4 5 years
5 6 years
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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1

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

Insert Information Protection Policy Classification from Slide 12

Todays Meter to Cash

Customer Care & Billing

Meter Data Management

Customer and Meter Roadmap

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

Insert Information Protection Policy Classification from Slide 12

Challenges and Key to Success

Multiple interaction channels

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

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The Changing Face of Customer Service

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

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Changing patterns of Demand are driving new

during critical periods

Pricing for customer generation

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

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Meter to Bill Process Considerations

Leveraging the Technology to provide additional

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

Insert Information Protection Policy Classification from Slide 12

Advantages of newer CIS Systems

New pricing models RTP, TOU, CPP

Customer Engagement Tools/Active relationship

Componentized into Rating & Billing, Credit &

Distributed Generation, non traditional

Bill determinants from Meter Data Management

Non energy services and demand services

New Business Requirements

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

Insert Information Protection Policy Classification from Slide 12

Customer Care and Billing

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

Insert Information Protection Policy Classification from Slide 12

Oracle Utilities Customer Care and Billing

Schedule and track field work

Rating and Billing

Support billing for smart grid (net metering, electric

Credit and Collections

Manage overdue bills

Customer Program Management (coming in CC&B 2.4)

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

End to end program management (e.g. conservation

Insert Information Protection Policy Classification from Slide 12

Customer Care and Billing for Program Management

Managing the customer lifecycle from beginning to end

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

Insert Information Protection Policy Classification from Slide 12

Customer Care and Billing v2.4

Customer Care and Billing

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

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Configurable bill extract

Considerations for CC&B 2.5

Contact management enhancements (alerts & customer contacts)

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

Insert Information Protection Policy Classification from Slide 12

Customer Self Service

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

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