Big data = Smart Metering and Analytics drive greater customer value with better information at Orlando Utilities.

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1 Big data = Smart Metering and Analytics drive greater customer value with better information at Orlando Utilities. Chip Merriam, Vice President, Legislative & Regulatory Compliance, OUC Guerry Waters, Group Vice President, Oracle Utilities Beth Kearns, Managing Partner, Red Clay Consulting Hedi Ago, IT Director, Orlando Utilities Commission February 10, :00 to 5:30 pm

2 2 Agenda Introductions The OUC Story OUC Dynamics/Imperatives/Goals The Approach The Results The Savings Questions

3 3 Introductions One of the most reliable electric utilities in the nation Ranked 2nd in Florida in Customer Satisfaction by JD Power Implemented over 10 major IT projects in 18 months, another 4 in the next 6 months In 2014, won Best Smart Grid Infrastructure Award in the large utility category for North America by CS Week and Electric Light & Power Magazine touc Vision: To be recognized as the best utility in the Nation.

4 4 The OUC Story Why we chose Oracle and its MDM product..

5 OUC Imperatives Leverage technologies to be the one of the best utilities in the United States. 1. Full AMI for both water and electric 2. Consistently keep some the best SAIDI and L-Bar reliability ratings in North America 3. Put in place full IVR / Web capabilities 4. Implement the best MDM system 5. Aim for extensive pre paid metering 6. Achieve real time connects/reconnects 7. Be Green OUC set out to revolutionize the way it interacted with customers by leveraging the most advanced technologies to improve the customer experience, reduce costs and improve enterprise decision management. 5

6 MDM Goals / Imperatives 1. Install a MDM system that was very cost effective, with little risk in implementation 2. Install a MDM system in a phased approach 3. Implement the system in a fast amount of time 4. Use an off the shelf, out of the box solution initially --- A crawl approach 5. Then once successful, go to a Walk, Run approach 6. Provide a foundation to support Smart Grid, Smart Customers and Smart Programs (easy access to usage and program information) 7. Enable Advanced Data Analytics 8. Implement Customer Dashboards 9. Implement Call Rep Dashboards 10. Implement real time payment centers 11. Implement pre-paid meters 12. Implement a full service advanced IVR and web design MDM is the Foundation of OUC s New Customer Experience Functionality 6

7 Implementation Approach METER TO CASH EXTENDED MDM ADVANCED AMI/ MDM Single Service AMI/HES integration Single CIS integration Validation (VEE) Billing calculations Exception management Additional Integration FAs to/from CIS Complex Billing Determinants Custom validation & Estimation rules Web Presentment Meter Move In/Out & Provisioning Reporting / Analytics OMS Integration Load Research Output Additional Services (Water, Chilled Water, etc.) Demand Response Additional Device Integration C R A W L AMI-BASED BILLING W A L K REFINE RULES AND SHARING INTERVAL DATA RUN LEVERAGING THE DIGITAL NETWORK 7

8 8 Approach using a Dashboard

9 Advanced Projects CE Projects MDM Infrastructure Projects MDM Related and CE Projects Infrastructure Projects Interfaces Mass Meter Exchange for AMI AMI (Electric / Water) Head End System (HES) projects for AMI MDM Phase I and II Pre-Paid Meters Approach Schedule Cust. Exp. Web Projects All projects except E1 Upgrade are linked/associated with the MDM project Interactive Voice Response (IVR) St Cloud Customer Migration Closing of Service Centers Advanced Analytics Data Raker Pre-Paid DashBoards

10 10 Approach Process Flow Here is the data flow.. Meter Data Management

11 11 The Results

12 12 24 hours Goal: < 15 minutes Results Customer Reconnection Old Way Customer Reconnection Under Old Way Real-Time Opportunity Defined with OUConnect (All forms of interaction: web, payment centers, IVR, call center) Day 1 12:00 noon Multiple protocols including Batch file Day 1, 8:00 PM Payment Applied to Acct. Reconnect ESB Customer paid at OUC facility or other method Roll a truck for Meter Turn On Day 2 9:00 AM 4:00 PM

13 13 Results 12 minutes elapsed time from payment at a location to service reconnection. Less than 7 minutes for the IVR/Web. OUC won the Smart Grid Infrastructure Award for Large Utilities in CS week 2014

14 14 Results - Analytics

15 15 Savings Metric Current State Future State Improvement Benefits Increase annual e-payment Transactions Decrease Rep call volume through Form Automation Decrease Overall call volume through IVR Upgrade Decrease operations costs by closing 3 OUC Service Centers and transition customers to new payment methods Raise Customer Satisfaction by adding New Third-Party Payment Locations Enroll 2.75% of customers into Pre- Paid/Power Pass in the first year Reduce window to identify leaking or defective meters and avoid high-bills to the customer 703, % $75,000/Yr 663, ,992 12% 1.6 Million 1.4 Million 14% 308, % 2 Vendors 125 Locations 116 Vendors 495 Locations 114 Vendors 370 Locations $436,224/Yr 6.4 FTE reduction $966,072/Yr 14.1 FTE reduction $1,730,892/Yr 21 FTE reduction % 2.75% $300,000/Yr 30 days 5 days 83% NA $50,000/Yr (Billed Consumption to the Customer) Cost Savings Transaction Type Process Time Time Savings Batch Process Payments Real-Time Payment Processed on the Web Real-Time Payment processed on the IVR 2-14 Hours 5 Seconds 15 Seconds Real-Time Payment processed by a Third-Party Payment Location 60 Seconds

16 OUC Key Lessons Learned Develop long term Smart Grid strategy Develop partner relationships with vendors vs vendor relationships Choose a system that is proven with successful implementations Leverage proven out-of-the-box functionality where possible Start small, customize later Continue Leveraging the smart grid investment 16

17 Hedi Ago 17

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