pManifold Utility Customer Monitoring & Analytics

Actionable Customer Intelligence for Electric Utilities Catalyzing emerging business models throughSTAKEHOLDER ENGAGEMENT | CONSULTING | RESEARCH

New challenges for Indian Distribution UtilitiesNeed to better ‘Understand’, ‘Engage’ and ‘Retain’ CUSTOMERS Opening Sector, changing scenario New arising challenges• Increasing performance based financing to • How to ‘Independently’ assess utility’s delivery performance to end-customers (both baseline debt struggling utilities and post improvements)? • How to tie customer satisfaction with overall business drivers?• Increasing privatisation (DF vs. full • How to ensure smooth roll-outs against political licensing) to reduce AT&C losses and and customer resistance? increase customer value • How to prioritise capex for best customer satisfaction in regulated tariff regime?• Increasing investments in IT solutions and • How to handle & integrate deluge of data from AMI, legacy records, complaint records, energy audits, services etc. for effective business decision making? • How to better visualise and present information for better diagnostics and prognostics?• Tightening regulations to enhance • How to retain customers and engage them competition and energy/carbon efficiency further with value addition services in new ‘free’ through energy trading, Open Access, RPO, Open Access paradigm? captive generation, time-of-day metering etc. • How to optimise demand response to curtail peak load and match with generation?1/18/2012 www.pManifold.com 2

Operational Customer issues faced by Utilities Not meeting customer’s expectations leading to forced customer behaviorsTypical customer complaints received Forced Customer behaviors seen by utility• Power Supply related complaints • Collection Process Deficiencies: – Fuse off call related Complaints – Part Payment by customer – Line Related Complaints – Non Payment by customer (Defaulters) – Supply Related Complaints – Premise Disconnected with Dues – Transformer Related Complaints – Voltage Related Complaints If customer • Theft / Unauthorized Use: issues NOT – Direct Hooking• Meter related complaints tracked, – Tampering / By-passing of Meter – Meter stopped associated and – Misuse of Category – Meter Burnt resolved well, – Use of Multiple Connections - Misuse of Slab – Meter Defective, slow or fast leads to – Sanctioned Load lower than actual usage – No Meter• Billing related complaints • Legal cases & customer escalation – Cases in CGRF and courts – Wrong bill – Petitions with Regulatory commission – Bill not received or not received on time – Escalations and break-outs – Payment not reflected – Excess or Wrong reading – Bad media publicity – Meter faulty • Changing suppliers – Bill not as per tariff / category – High value Customers going for Open Access• Connection and service related (Energy trading or captive generation) complaints – Problems in getting New connection – Problems with customer services 1/18/2012 www.pManifold.com 3

Gaps in Customer’s ‘Expectation’, ‘Perception’ & ‘Actual’ These gaps results into ‘forced customer behaviors’ and ‘business loss’ to UtilityForcedcustomer BusinessBehaviors Loss PERCEPTION EXPECTATION ACTUAL 1/18/2012 www.pManifold.com 4

Managing ‘Actionable’ Customer IntelligenceWhat cannot be Measured, cannot be Improved Measure Customer Opinion, Preferences and Conduct deeper analytics with existing Satisfaction consumption records •Land/Telephone based survey with end customers (and •Integrate with geo-spatial, social, economical and also Opinion Leaders) ethnographical data •Customers sampled across consumption categories, •Integrate with Line monitoring data if available geography, social and economic strata •Establish causal relationships to key customer issues •Create GIS database of survey results Repeat EUCOPS* & Business Effectiveness Assess Business Effectiveness Co-Design customer engagement platforms & •Assess IT systems & data usage in decision making initiatives •Employees satisfaction survey •As required online and offline communication channels. •Assessment of all customer touch points and relevant •Establish some real time data collection to continuous Business Process mapping measure customer pulse for pro-active and actionable •Different Functional roles ‘control’ & ‘influence’ span on intelligence customer satisfaction •Design appropriate campaigns with strong monitoring •Develop right dashboards for different level of management to support effective business decisions * EUCOPS – Electric Utility Customer Opinion, Preferences and Satisfaction1/18/2012 www.pManifold.com 5

Customer ‘Perception’ Measurement ModelConsumption Profiling Satisfaction questions on 7 Factors Opinion Questions Electricity consumption  ‘Forced Choice’ 5 point Likert scale – VS, S, DS, VDS, NA  5 point Likert scale – SA, A, N, Profession & Education level  Order of Importance for all Attributes DA, SDA Economic status  7 Factors – total 28 Attributes  Validation Meter type, backup devices etc. 1. Unplanned Outages 2. Planned Outages 3. Voltage Stability 4. Safety & Maintenance 5. Local Electricity Infrastructure 7. Ease of New Meter 6. Breakdown Restoration Power Quality & 8. Resolution Meter Complaints Reliability 9. Resolution Billing Complaints 10. Customer Service Response Time 11. Staff Behavior 27. Capability Company Image Customer 12. Access to customer service 28. Community Engagement Service CS 13. Advance notice about disruption 14. Advance notice about public work 25. Complaints Traceability 15. Awareness- Energy Efficiency 26. Online Accessibility of Information 16. Awareness- Customer Rights Access & Record Communication 17. Communication Modes Records Handling 18. Meter Accuracy 23. Fairness of Price 19. Bill Receipt on Time 24. Value for money Meter Billing 20. Billing Accuracy Price and Payment 21. Easy bill understanding 22. Modes of Payment 1/18/2012 www.pManifold.com 6

Some Key Insights from Customer Analytics Useful to Existing/New Operators and also Bidders What are the key customer segmentation trends in terms of geographical What are the key issues on Power localization, avg. monthly consumption, reliability, Metering/Billing, CustomerWhat are customer preferences & opinions economic loss due to power outages, types services, utility communications, utility ITtowards privatization, open access, EE, of meters, backup equipments, and records handling, Tariff and utilitysupport to demand response mgmt, tariff education/profession, access to internet, Management as perceived by customerspremium for green power etc.? electricity bill payment preferences, etc? across 28+ attributes? (across for different (across different customer categories of customer categories and also overall) Residential, Industrial, Commercial & Agri) Which locality/pockets has more issues Which locality/pockets has more issuesHow to prioritize capital expenditure with unplanned outages, safety & with voltage stability, electricity infra,across different service areas and maintenance, breakdown restoration, power disruption (unplanned and loadconsumer categories for highest return on meter complaints, new connections, shedding), customer facilitation centres,customer satisfaction, which is found to be access to customer services, delayed metering/billing/payments etc. which willcorrelated with ROI? payments, records handling etc which will govern CAPEX govern OPEX and strong internal BPR What are trends in customer payments and what right design elements could mitigate utility business risks of customers not complying with payments? 1/18/2012 www.pManifold.com 7

Deeper Insights when Associated with Other Secondary Customer and Utility Data Socio-Economic-Political-Ethnographic; Customer records; AMI & Energy Audit dataSocio Economic Parameters Existing Consumption Existing Power Procurement Existing, if any Line impacting load growth & Records Records Monitoring data demand response• How are key Economic • Why customers do not • How to optimise and match • Analytics on Line factors like population, per pay? power procurement with monitoring data in capita income, workforce • How has been the load demand response association with the line participation, District growth trends across (including RPOs) specific customer records, Domestic Product (DDP) different categories of • Is there willingness in opinion, preferences and correlated with load customers measured in no. customers to change their satisfaction growth? of customers, connected demand response? What• How are key Social factors loads, electricity sales, incentives? like Human Dev. Index revenue billed etc. across 5 (HDI), slum population, years? SC/ST population, rural • What are the key revenue electrification, literacy, customer segments financial access etc. (measured by billed and correlated with load realized avg. tariff) and growth? their contradicting growth• How could various Socio- patterns potentially Economic parameter trends obstructed by poor could be projected forward electricity service delivery? in time to estimate future • How has tariff policy & load growth? utility interventions effected load growth & consumer payments? 1/18/2012 www.pManifold.com 8

Some of our work in this spaceCustom research, Consulting and Broader Stakeholder Engagement• Supporting roll-out of new DF • Stakeholder Engagement Operator (SPANCO, Nagpur) – Conference on ‘Utility Monitoring & – Long contract for managing Customer Distribution Franchise (DF) - Enhancing Monitoring & Analytics SEB‘s Performance’ for IIES – Conducted two EUCOPS study – Linkedin Community of Interest focusing on scaling Power Distribution Franchisee model in India – Blog: Knowledge sharing on Smart Distribution• Supporting informed bidding by DF Bidders & influencing RFP design by GoMP (for 9 cities of MP) – Conducted EUCOPS study for 9 DF prospect cities • Market Research report on trends – Detailed RFP analysis and customer and innovation in Distribution segmentation – Socio-economic analysis to estimate Franchisee business - Urban and load growth Rural (upcoming report)1/18/2012 www.pManifold.com 9

Let’s get in Let’s deploy our insights and actions for your business to improve and grow!touch… Join us in our conversations at, pManifold Insights Premium & Free Reports, Presentations, and more… Talk to us or drop by… Rahul Bagdia Faiz Wahid pManifold +91 95610-94490 +91 88056-55069 Community Blog Rahul.Bagdia@pManifold.com Faiz.Wahid@pManifold.com Articles, technical notes. India (Main office) USA (Liaison Office) Power Distribution True Distributed Generation Crystal Plaza, Level 2 2020 Calamos Ct., 276 Central Bazaar Road, Suite 209 Franchisee AT&C Efficiencies Power Distribution Ramdaspeth, Nagpur - 10 Naperville, Community of Interest Franchisee Maharashtra, INDIA IL 60653, USA http://www.pmanifold.com Mr. Dinesh Jain +1 630-853-3520 Connecting talent & Making dinesh.jain@pManifold.com Local companies discoverable1/18/2012 www.pManifold.com 10

http://blog.pmanifold.com	1168
http://blog.pmanifold.com&_=1331270805775 HTTP	1
http://blog.pmanifold.com&_=1331270821197 HTTP	1

pManifold Utility Customer Monitoring & Analytics

by pManifold on Jan 18, 2012

Accessibility

Categories

Upload Details

Usage Rights

3 Embeds 1,170

Statistics

pManifold Utility Customer Monitoring & Analytics Presentation Transcript