IT and the Utilities Industry (Philadelphia, Jan 2013)

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Eloise Young is the chief information officer for Philadelphia Gas Works. She provides insights on the impact that information has on the Utilities industry during her presentation at the Jan 2013 program meeting hosted by BDPA Philadelphia chapter. Here is the .ppt presentation she used during that meeting.

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IT and the Utilities Industry (Philadelphia, Jan 2013)

  1. 1. BDPA State of the Chapter MeetingPresented by : Eloise N. YoungPGW VP & CIOJanuary 16, 2013IT in the Utilities Industry
  2. 2.  Exploration and Production Transportation Storage DistributionNatural Gas - From Wellhead to Burner TipSource:www.northeastgas.org/aware/images/pipelines.jpg
  3. 3. PGW – In Brief Largest Municipal LDC in US 1700 employees Customer Base – 503,000477,000 Residential26,000 Comm./Indust./PHA/Municipal503,000 Total Customers Revenues ($000) – 2011 - $766,279$ 749,268 Natural gas revenue17,011 Other revenue$ 766,279 Total revenue Customer Support ProgramsLIHEAP/Crisis – 79,000 GrantsCity & State Grants – 1,150Customer Assistance (CRP) – 76,235Conservation Workshops- 2,700 Homes/Year-50 WeatherizationSenior Citizen Discounts – 42,000 Customer ServicesGas Delivery – 74.5 Bcf (Firm & Transportation)Parts & Labor Ins. Plan (PLP) – 57,822Mission StatementA financially viable enterprise providing safe, reliable gas service.Vision StatementIndustry leader in customer service and operational excellence.
  4. 4. IT Spend as a Percent of Revenue2.8%Utilities
  5. 5. Business Challenges• Safety and Reliability• High Availability (24 x 7)• Cyber security• Customer Satisfaction• Operational Excellence• Consumerization• Aging Workforce – looming retirements• Funding
  6. 6. Customer SystemsFieldTechnologiesFrom Smart Meters to Smart PhonesTechnology Designed to Meet Business Challenges• Billing• Self-service via web & IVR• Lien delinquent residentialand commercial customers• Collections• Cash Remittance• Customer Choice• Radios• Cellular phones• GPS• GIS• AIMS• Smart phones• Tablets• AMI• SCADAInfrastructure
  7. 7. Field TechnologiesOptimize Workers, Service and AssetsFlex Maps• ArcMap Desktop• Oracle geodatabaseTelogis OnTrack• Tracking 526 vehicles• SAASAIMS• .NET with Oraclebackend; MSMQ• Custom app• View/Modify order
  8. 8. Mobile Voice CommunicationsCellular• 938 phones (100 iPhones)• 2012 BYOD programRadioFCC mandated move to narrow band by 1/1/2013Legacy system unreliable– 20+ years old; no longer manufactured; spares not available– Investment required to mitigate current system roughly $5.2m2012 City Radio System Backup to current communications Able to use in plants and hazardous situations Managed by larger, professional City staff Potential for future coordination with City emergency agencies
  9. 9. Meter TechnologiesAdvanced Meter Infrastructure• 2-way communications• Remote reads, turn-ons, shut offs• Real time energy usage data for consumerAutomatic Meter Reading• Drive-by meter readsCollectorGas Meterwith ERT
  10. 10. Office SystemsInnovation Blog -Employees submitsuggestions, accumulatepoints and are eligible forcash awards.Knowledge Center –Interview soon-to-retireemployeesMetrics –Monitor and publishcorporate stats

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