How can we use data to offer innovative customer service solutions? Panel session led by Marco Fantozzi, Water Loss Specialist Francisco Javier Fernandez Jeremy Heath Emilio Attilio Lanfranchi Jacob Tompkins Deputy Director Telecontrol - Canal de Isabel II Gestión, S.A. Network Manager - Sutton and East Surrey Water Metering and Leaks Manager- Metropolitana Milanese Managing Director - Waterwise
Information management to provide excellent service Javier Fernández Assistant Director - Telecontrol Canal de Isabel II Gestión S.A.
Canal de Isabel II Gestión S.A. Full water cycle in Madrid area (6.4 M people) 30.000 km long networks 0.14 bursts/km, year on distribution pipes 8.97 bursts/1000 service connection, year Leakage indexes: 51 ML/day 16 l/prop, day 3 m 3 /km, day ILI: 2
Making our customers happier
How long will it last? Distribution of the duration of water cuts 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Over 23 Duration (hours) Global Service connection Main pipe
Keep customers informed Standard messages generation Delivery through different channels Ability to subscribe to events Preemptive notice to special customers
Setting up alternative supply Properties without supply 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1200 1000 800 600 400 200 0 Distribution of the number of properties affected by cuts 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% Number of properties 980 920 860 800 740 680 620 560 500 440 380 320 260 200 140 80 20 0.0%
How can we use data to offer innovative customer service solutions? Panel session led by Marco Fantozzi, Water Loss Specialist Francisco Javier Fernandez Jeremy Heath Emilio Attilio Lanfranchi Jacob Tompkins Deputy Director Telecontrol - Canal de Isabel II Gestión, S.A. Network Manager - Sutton and East Surrey Water Metering and Leaks Manager- Metropolitana Milanese Managing Director - Waterwise
Smart Networks Jeremy Heath Networks Manager, Sutton and East Surrey Water Chair of the Water UK Revenue Metering Group
Why are we interested in Smart Networks? GIS and mobile working Amount Smart Water Metering Incident Event Management Leakage Management Time
What does a Smart Network look like? Enhanced Mobile Enhanced Display Enhanced Processing Enhanced Communication Enhanced Sensors
What does a Smart Network look like? Mobile GIS, JCS, CRM, Nexus 6 + screen Enhanced Mobile Geolocated, Layer based, Enhanced redlining Enhanced Display DRIP, Hybrid cloud, Business now Enhanced Processing Smart energy, Long range radio, IOT / M2M Enhanced Communication Pressure, chlorine, turbidity Smart meters Enhanced Sensors
What does a Smart Network look like? Enhanced Mobile Enhanced Display Enhanced Processing Enhanced Communication Enhanced Sensors
How can we use data to offer innovative customer service solutions? Panel session led by Marco Fantozzi, Water Loss Specialist Francisco Javier Fernandez Jeremy Heath Emilio Attilio Lanfranchi Jacob Tompkins Deputy Director Telecontrol - Canal de Isabel II Gestión, S.A. Network Manager - Sutton and East Surrey Water Metering and Leaks Manager- Metropolitana Milanese Managing Director - Waterwise
Panel: How can we use data to offer innovative customer service solutions? Emilio Attilio Lanfranchi Metering and Leaks Manager MM spa Water Division Milan Water Utility (Italy)
SMART WATER STRATEGY OPERATION CUSTOMER SERVICES PRESSURE MGMT ASSET MANAGE MENT MILANO BLU AMR ENERGY EFFICIENCY LEAKAGE MGMT CUSTO MER APP SMART H 2 0 ICeWater DSS
OPERATIONAL EXCELLENCE: KEY PROJECTS Key Projects : - advanced pressure management, based on real time control of pressure at critical point, - optimised pump scheduling, - energy efficiency monitoring, - Water Balance calculation, - Minimum Night Flow analysis, - leakage control and localisation. Energy Efficiency Pressure Management
CUSTOMER SERVICE: KEY PROJECTS AMR Pilot projects with acquisition of Real Time data of demand for: - better customers service, - highly accurate leak alarms, - better demand forecast combining AMR data and population presence using mobile phone position identification, - testing the potential benefits of dynamic pricing, - data integration with Energy and Gas Utilities. ICeWater Project (GPRS + REED) PROACTIVE project (Walk by + RADIO 169 MHz + OPTO) Multi-Utility (RADIO 169 MHz + OPTO) CONCENTRATORE Customer Information System WATER METER GAS METER DATA COLLECTION WATER &
CUSTOMER SERVICE KEY PROJECTS ICeWater project will develop a Decision support systems which use consumption data and other relevant parameters (e.g. energy costs in the smart electric grid) sampled in realtime (as well as historical data) to enable real-time decision making for the water distribution network operator in order to reduce operational costs as well as meet the demand for water resources. Daily urban water patterns
CUSTOMER SERVICE KEY PROJECTS http://www.milanoblu.com/
CUSTOMER SERVICE KEY PROJECTS Smart H20 project will proactively engage citizens by means of cooperative awareness tools, such as water consumption profiling and feedback, persuasive games for behavior change, and computer-supported community work.
Panel: How can we use data to offer innovative customer service solutions? THANKS FOR YOUR ATTENTION Emilio Attilio Lanfranchi Metering and Leaks Manager MM spa Water Division Milan Water Utility (Italy)