Point of view - Gord Reynolds

1. Smart Grid Operational Services
Helping Utilities Deliver Complex Smart Grid Projects
On Time, On-Budget and at Industry-Leading Standards
Energy, Utilities & Chemicals the way we do it
Overview
Aging infrastructure, changing
regulation, increasing customer
demands and the worldwide call to
lower carbon emissions are among
the myriad of challenges confronting
energy companies around the globe.
To meet them, utilities are increasingly
turning to Smart Grid.
But, as some utilities have discovered
the hard way, implementing Smart Grid
can create a whole new set of issues.
To steer around them, utilities should
seek the help and guidance of
companies who have already
been down the Smart Grid path.
Capgemini is exactly such a company.
As one of the world's foremost
providers of consulting, technology and
outsourcing services,
Capgemini is a leader in providing
sustainable solutions in the energy and
utilities sector. We have the strongest
end-to-end Smart Metering experience
and are working right now on the most
complex Smart Grid implementations
across North America.
Over the past decade, Capgemini has
built an unrivaled track record in
helping utilities migrate to Smart
Metering. With millions of installed
points and many projects under our
belts, we have performed all levels
of technology installations in
all varieties of terrain
and conditions.

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Through successful projects on some
of the most advanced systems in the
world, Capgemini has developed
unmatched Smart Grid deployment
expertise. As a result, we have
optimized a deployment strategy
and a proprietary Smart Grid
Operational Services method to
deliver projects on time, on budget
and at industry-leading standards.
How Capgemini Helps Utilities
Make Successful Smart Grid
Transitions
Capgemini’s approach to successful
Smart Grid transitions includes the
Capgemini Quality Audit Program in
which we monitor performance
throughout the project to ensure
accuracy, efficiency, and
professionalism.
Because we collaborate with our clients
to tailor and align their Smart Grid
projects with their unique business
objectives, we approach each project
accordingly. However, all of our Smart
Grid initiatives share several core
elements, including:
Corporate Stewardship
& Environment:
Capgemini is committed to
delivering services that are safe for
the environment and ensure the health
and welfare of our employees, clients,
customers and service providers’
personnel, and general public. Our
offices around the globe have taken
steps to consume less energy and
increase recycling. In the utility
industry, we have introduced leading
meter recycling programs and “green”
fleet vehicles for Smart Grid projects.
Privacy, Security and Confidentiality:
Capgemini and its deployment
partners are required to comply with
the Capgemini Company Code of
Conduct that specifies policies on
ethical behavior, privacy, confidentiality
and security of information. All client
customer information is handled with
professionalism and confidentiality
that protects and includes compliance
with client confidentiality of
information standards.
Because no two utility companies—
or their Smart Grid projects—are
exactly alike, we work closely with
each of our clients to ensure that
project results meet their business
goals and timelines. That’s why we
designed our Smart Grid Operational
Services method as a highly flexible,
iterative approach based on leading
practices, innovative deliverables, and
lessons learned from previous Smart
Grid deployments. It provides a
managed, transparent and efficient
approach and is guided by three
fundamental principles:
■ Safety – for customers and employees
■ Customer service
■ Productivity – through automation
and process efficiency
For each of these principles, we
manage compliance by implementing
operational governance procedures
that include operations monitoring,
performance reporting, issue triage
and resolution processes.
Capgemini’s Smart Grid
Operational Services Method:
How It Works
The keys to ensuring a smooth
transition from manual meter
reading to Smart Grid are strategy,
planning, management and experience.
Therefore, we have specifically
designed our Smart Grid Operational
Services method to include five phases
that provide focus and direction for
navigating through the project lifecycle
of a large-scale, complex Smart Grid.
Within each of these phases are several
interdependent projects and work
streams. Following are some of the key
highlights
and milestones.
Phase 1 – Project Initiation: In this
phase, the project team, partners
and vendors are recruited, and a
Field Deployment Charter, Project
Governance Plan and Budget Forecast
are created for client approval.
Phase 2 – Solution Definition: This
is where we collaborate with key
decision-makers at the client company
to determine the best balance of cost

3. Smart Grid Operational Services 3
Energy, Utilities & Chemicals the way we do it
and risk for the project. We also
streamline and/or scale up the client’s
processes to meet project needs.
Phase 3 – Solution Development:
During this phase, the project team
builds and validates the selected Smart
Grid technologies and supporting
business processes at pilot sites. At this
point, the project team’s size is
relatively small in order to increase
efficiency, flexibility, and focus while
reducing both risk and cost. Once the
technologies, supporting processes
and capacities are validated, the team
size is appropriately ramped up.
Phase 4 – Solution Implementation:
The largest of all four, this phase is
where deliverables from earlier phases
are revisited, detailed and expanded
as needed. Continuous tracking and
measurement of performance metrics
are key to this phase.
Phase 5 – Close Down and Transition:
When new meters are performing
reliably, Capgemini collaborates with the
client to provide the critical transition
back to normal operations levels. This
includes training for long-term systems
operators and maintenance personnel,
as well as closing down such activities
as inventory reconciliation and closure
of facilities. Project-specific applications,
tools and processes are either
decommissioned or transitioned
to the sustainment organization.
To ensure that each phase is completed
rapidly and successfully, the Capgemini
Smart Grid Operational Services
method builds in several
interdependent work streams, each
of which is managed by experts
with a wealth of experience in the
respective domain.
Documenting, Managing and
Controlling All Aspects of
Deployment
Deployment Management
Office (DMO)
The DMO leads deployment strategy;
project management; risk assessment
and management; external and internal
communication related to deployment;
change management and process
re-engineering and integration;
procurement and vendor relations.
We apply our own Smart Grid subject
matter expertise, existing
methodologies and tools to our
client’s environment.
Our project planning and operations
processes follow the Project
Management Institute Methodology.
Meter and network deployment is
managed by DELIVER, Capgemini’s
leading-practice methodology.
Because Smart Grid is typically a
complex undertaking that touches all
areas of a utility’s operations, risk
assessment and management is among
the DMO’s most critical roles. In
serving this role, the DMO draws
upon the expertise of Capgemini’s
global team of subject matter specialists
to identify risk, discuss issues and risks,
and create appropriate resolution and
mitigation options.
Deployment Cross-Docks
Capgemini establishes firm commercial
agreements for a primary office,
warehouse, and meter shop, along
with cross-dock facilities in each area.
Both central and deployment areas
sites are established to provide the
right working environment and
facilities to all teams.
We also develop a comprehensive
procurement, quality assurance and
logistics process to enable all teams
to work collaboratively and safely.
Capgemini manages the entire supply
chain, including the strategic sourcing
activities that support meter and
network deployment and provide
on-time equipment deliveries. This
creates significant savings, improved
productivity and better overall services
for our clients.
Through innovative practices and
strong relationships with service
providers, we honor Capgemini’s
steadfast commitment to zero waste
and 100-percent landfill diversion
for recyclables.
Capgemini’s approach
to successful Smart Grid
transitions includes the
Capgemini Quality Audit
Program in which we
monitor performance
throughout the project
to ensure accuracy,
efficiency, and
professionalism.

4. EUC_20080609_AMIFYR_021
www.ca.capgemini.com/smartgrid
Copyright © 2009 Capgemini. All rights reserved.
Deployment Operations
Center (DOC)
Capgemini is widely known for its
world-class deployment operations
centers and we bring that same level
of service and skills to all of our Smart
Grid projects. At the DOC, all
deployment and supporting
activities are coordinated.
As the nerve center of the Smart Grid
project, the DOC oversees:
■ Change meter orders
■ Deployment tracking and reporting
■ Deployment process and tools
support
■ Meter change automation
■ Meter and network
This includes managing change meter
orders; deployment tracking and
reporting; and meter and network
equipment commissioning.
A key function of the DOC is
managing the SMART Portal, an
online Smart Meter Actions and
Resource Toolset that facilitates overall
deployment. SMART provides project
and client stakeholders with real-time
access to strategy and planning resources
with a user-friendly interface that
also facilitates communications and
knowledge transfer (such as project
resources, training documents, current
deployment status and weather
conditions) between the DOC
and field staff.
Field Support
Capgemini’s field support approach
has been engineered to ensure the
safest possible work environment.
It determines acceptable increases
in productivity, constantly manages
process efficiencies, eliminates
undesirable or unplanned impacts
to customers and improves overall
customer satisfaction—a challenge
for most large field teams.
State-of-the-art tools and resources
give field staff the flexibility to
complete or change work scheduled
each day. “Ride-along” teams provide
observation for efficiency and
training support.
Field support team members are the
liaison between field resources and
DOC resources. They are also the
“eyes and ears” of the DOC
in the field.
Installations
Capgemini brings a cost-effective
network of field personnel to each
project through local union and non-
union partners who can support the
use of in-house personnel (if desired).
This makes it possible to fulfill
the high demands of a full
Smart Grid deployment.
For peak demand installation
periods, we can add a flexible
sub-contracted workforce.
The DMO manages all of the field
personnel’s work, making sure that
plans, schedules, and targets align
with the overall installation strategy.
An appropriate and cost-effective
installation strategy is selected for
each type of installation: simple and
complex meter changes, transformers
and feeders, simple and complex
network hardware installations,
and a home area network.
Through collaboration, we
continuously find innovative ways
for our clients to make a seamless
and responsible transition to Smart
Grid. Leveraging our flexible approach,
utilities across the world have been able
to answer their many challenges and
achieve their business objectives.
Capgemini upholds a strong
commitment to the Energy and Utilities
industries with more than 10,000
professionals dedicated to the sector.
Capgemini has the strongest end-to-end
Smart Metering experience and right
now is working on the most complex
Smart Grid implementations across
North America. Our end-to-end Smart
Metering solutions are built on deep
industry knowledge, unique business-
centric thinking, and highly flexible
technology architectures.
And we tie our fees to program
performance—to ensure your utility
realizes the full promise of Smart
Metering technology, from improved
demand response to lower costs and
a superior customer experience.
Capgemini, one of the
world's foremost providers
of consulting, technology and outsourcing
services, enables its clients to transform
and perform through technologies.
Capgemini provides its clients with insights
and capabilities that boost their freedom to
achieve superior results through a unique
way of working, the Collaborative Business
Experience. The Group relies on its global
delivery model called Rightshore®
, which
aims to get the right balance of the best
talent from multiple locations, working
as one team to create and deliver the
optimum solution for clients. Present in
more than 30 countries, Capgemini
reported 2008 global revenues of
approximately $12.74 billion and
employs over 90,000 people worldwide.
More information is available at
www.ca.capgemini.com/smartgrid.
About Capgemini and the
Collaborative Business Experience
®®
Gord Reynolds
Practice Leader
Smart Energy Services
gord.reynolds@capgemini.com
+1 416.732.2200