Content. Systems and Technology to improve Customer Management 17/11/2010. Background. Eskom s experience with regard to the use of: Summary

Transcription

1 Content Background Eskom s experience with regard to the use of: Prepayment Metering Technology Systems and Technology to improve Management Online Vending Technology Contact Centre Technology interface Channels Integrated Billing System Data Management Tools Summary 2 1

2 Background In order to sustain good service delivery, it is imperative for Eskom to proactively provide solutions that deals with the current, evolving and future customer needs and service challenges This presentation highlights the Systems and Information Technology used by Eskom to improve Management and Service It also highlights an inherent culture to lead in the provision of electricity services and customer satisfaction through operational efficiencies, innovative technology and financial controls. Standardization of Prepaid Meters Proprietary Meters Different meters from different suppliers Different tokens proprietary tokens Each supplier had own vending system Different meter sizes When meter fails, same product used to replace product that failed. Strong possibility of being locked into one supplier Strategic Evolution Standard Transfer Specification (STS) Meters Standard Common Base Standard tokens Standard vending systems from different suppliers. Faulty meters can be interchanged Eliminated the possibility of being locked into one supplier 3 4 2

3 Common Base STS Meters Smart Meters Meters from Different Manufacturers Prepayment or Credit meter Remote Disconnect & Reconnect Load Reduction Two-way Wireless Communication Dynamic customer messaging Outage & Fault Notification Load Limiting (Limits supply capacity size) Common Base for all Meters STS : Standard Transfer Specification Different meters fit onto the Common Base 5 Power Quality (Voltage) Monitoring Remote Electricity / Water Meter Reading and load management Detection of Tampering and Load Shed Bypassing Time-of-Use enabled Administer Free Basic Services Eskom is currently Piloting 1000 of these type of Prepaid meters and another of AMI Conventional meters 6 3

4 Migration to Online Vending Eskom Walk-In Centres Phase 1 +/ 1600 Off-line Vending Agents Phase 2 Real time Not real time Contact Centres Retail Chain Stores Merchants ATM s Increased National Vending Footprint & Accessibility through deployment of various point of sale devices / channels + Internet Phase 3 Phase 4 Prepaid Electricity Tokens used be sold from Eskom Walk-In Centres before +/ Offline Vending Agents were appointed in the communities that Eskom is supplying directly. EasyPay pay points and vending outlets (Retail Stores, Service Stations Banks etc) were later added to increase the options and expand the national footprint. The current phase is that of implementing Online Vending and thus deploying multitudes of new virtual channels CONTACT CENTRE & CUSTOMER INTERFACE CHANNELS 7 8 4

5 Information Sharing: Contact Centres What are the Opportunities? Users contribute content through a variety of media Web development and design is moving to facilitated communication, secure information sharing, and collaboration. It is creating a new, global community of customers, prospects, CSRs, SMEs, and people who like to help. A single person can communicate with the masses their friends, or the public real-time, through a variety of channels, with positive or negative spin. Others may proactively receive (whether they consume the content or not) If content begets content, votes, subscriptions, or commentary through secondary contributions ( boost ), it gains value in the community. Opportunities exist within the company for internal communication (agents, supervisors, subject matter experts, other departments) to collaborate and share with each other as well as respond to your customers or prospects questions Opportunities exist outside the company for external communication (customers, prospects, analysts, competitors, and others who want to respond to your customers or prospects questions). It will force cross-departmental collaboration and get others across the company engaged in customer care. We need marketing and communication. This is the seize the moment opportunity to work together to address enterprise communications in support of your customers. Source: NACC (National Association of Call Centers In Queue Volume 4, Issue 6 - March 20, Source: NACC (National Association of Call Centers In Queue Volume 4, Issue 6 - March 20,

6 I-BUS System Architecture Contact Centre CDX CC&B GTX SAP HR HR ASSET ASSET CATALOGUE INTEGRATED INFORMATION SYSTEM ARCHICTECTURE Central Integration XAI SERVICES BAPI MX SERVER SEEBEYOND Admin Reports MX SERVER BAPI MX SERVER SMALL WORLD MAXIMO PIC MDT FMS FMS NEPS SAP FI FI EDC Work Mgt Centre

7 (See next page for details) 17/11/2010 Integrated System Architecture Summary Data Consumption Data EBM Win/MS-Access Topline Windows NT EssBase BPS EFI BDS Data Warehouse Smallworld (GDC, FMS2, MDT, TIPS) Data Top 500 s Profile Meter Reads Location Data KCD Natural/Adabas OS/390 Meter Readings RouteMaster (HHU) Win/DOS MV90 DOS/Btrieve Consumption data PIC Location Data and Location Location Data Data Database - Maximo - PIC - QA - KPI - MM - FMS/OMS - FM Trace Data CSWeb From CDx - Info Out CDx - Changes to Details Info To CDx - Meter Readings Out CDx - Schedules Dates Meter Reads, Premise and SP Details SP and Meter Number Profile Meter Readings Maximo and Location Data Consumption Data MR Routes, Cycles, Dates, SP Meter History McPower (Documentum) Win/MS Access KC Data, Data, Account, Premise and Consumption Data Work Requests Applications Acquire Work Order Status IP3 Certicicates Data GL Entries for Direct Deposits. SARS Payments and Accounts P ID Sales Transaction Details Measure Usage CC&B Sun Solaris/ Sun E10000 Protect Revenue GL Entries for Charges, Payments, Deposits etc. EasyPay/ Smartech, Acc, Premise etc Data SAP HP-UX/ABAP/ HP Bank Statement Bank Transactions failing ACB validation P ID Sales Transaction Information Payment Detail 1) CBI Validation of: Branch Code,Account Number,Account Type 2) AutoPay Data NB: Application Block Colours denote platform Billing SAPO, Acc, Premise etc Data Data Comparison and Upload Tool Windows Active CDUs, Unallocated Values, Zero Consumption and Vending s SMS ID, Detail, Tariff, POD Changes SMS ID, Sales Transaction Info Debt Collection Data CBI Natural Adabas OS/390 Payment Detail ACB ListClean Bill Print Extracts (x5) and Complex Statement Extract Address Data TOU Maps CDU IDs and Status Address Data Address Data Vending Diagnostic Tool P Win/DOS SMS Win/DOS Debt Collection System Win/MS Access 'SUN' Solaris SunSparc Bills to Print Xerox HTML Manual Correction Interface Windows HTML Pricing Spreadsheets Spreadsheets Vending Point Data Tool Windows Detail, Tariff POD Changes Sales Transaction Information CDU Win/DOS Data Transfer Technology (Arrows) Physical Media Movement Replication Technologies Electronic File Transfers Manual (*=Automation in Progress) Other/Unknown Eskom has seen significant improvement in service delivery due to implementation of various systems and technologies over the years, however each system or technology has its own challenges Any system or technology requires a proper support structure based on a particular business philosophy or strategic intent Common challenges are usually around the following: Data input Training Availability & Maintenance

8 The End 15 8