Annual package helping utilities to understand through Customer Intelligence, Education and Satisfaction.

1. CUSTOMER ENGAGEMENT ANNUAL PACKAGE
Customer Intelligence,
Education, & Satisfaction
for Distribution Utilities
Catalyzing emerging business models through
STAKEHOLDER ENGAGEMENT | CONSULTING | RESEARCH

2. Indian Customers: ‘We are like that only’, a mosaic of Tradition
and Modernity
Below ex. though seemingly divergent has hidden answer to raise viable Indian utilities?
We are full of contradictions… Still major transformations exist…
 Why less protests against local petrol/diesel/gas •Good road quality with pay for use
Distributors, vs electricity/water Operators? Roads/Tolls Toll model
 Why willingness to pay for bottled water, but fuss on •Falling tariff rates & mobile device
metered water (Rs. 12 per Lit vs. Rs. 12 per 1000 Lit)? Telecom costs with increasing quality
 Why most power thefts undertaken by well-to-do
•Lower default rates than big
customers? Micro Finance organised banks
 Why certain caste/income/occupational communities
shows marked differences in their hygiene, social •Increasing world class infra and
norms, payment behaviors and various consumption Airport service quality with dropping air
tariffs
habits?
 Why people couldn’t quit smoking, even knowing its •Costly Rs. 12+ bottle has become de
Bottled water facto during travels across all classes
injurious to own health and of others?
 Why people have crowding tendency when in •Higher penetration rates than even
queue/jams, and further delaying overall results? Cable/Dish TV power and water legal connections
 Why still face-to-face transactions preferred over
•High rise of Home delivery &
online, inspite its easy access and assured security?
Retail Franchisee models in growing
 Why private coaching is on high rise, inspite high Organised & branded Retail
costs? •Rising demand from innovations in
asset financing has increased
 Why do people spit in places not meant for, and Automobile International players and overall
especially where there are instructions not to? quality
04/04/2013 www.pManifold.com 2

3. What changes in running your Utility could bring higher ROI?
 Loss reduction Technologies are long known
 Data crunching is already huge
 High investments are already getting made
 Bringing accountability through private
change management is on its ramp up
 … Still what is missing that can glue all above
to create force strong enough to pull utilities
out of deficit?
04/04/2013 www.pManifold.com 3

4. We believe the missing link is ‘Understanding Technology in light
of Customer Interface’
… and Engaging Your Customers well and planning Operations, Revenue Assurance &
Employee + Vendor Engagement around them
Design 2S & 3C
Closely monitor
Solutions,
business
Know Your Services ,
KYC Customers Cocreate Channel, Monitor performance &
continuously
Content,
improve
Communication
Intelligence Education Satisfaction
 Annual Baseline surveys (door-to-  Identifying Customer Education needs  Continuous Quarterly Customer
pManifold Solutions
door) capturing Utility Customer and driving planned campaigns & weekly Satisfaction monitoring via Telecalling
Opinions, Preferences & Satisfaction communications via myUtility.in© across key Customer processes like New
(UCOPS©) across all categories 1 4 Service Connection, Meter Mgmt., 7
 Quarterly Design Workshop with
Customer services, Bills Distribution,
 Efficient Process/Quality control of Operations Team analysing Customer
Complaints handling etc.
Customer Indexing and data integration feedback and designing prioritised
for billing and auditing (one time) 2 interventions 5  Bi-annual Contact centers (CFCs, 8
Payment centers, Call centers)
 Useful customer insights via Quarterly  Design & quarterly review of Customer
Performance Audits
Analytics on legacy customer records Satisfaction KPIs in Performance
and complaints data Management System of Operations Annual Employee Satisfaction survey,
3 Team
6 & Recognition. (Identify Training needs)
9
04/04/2013 www.pManifold.com 4

5. But why care to listen & act upon actively to Customers?
… because it is their behaviors and non-cooperation that contributes to significant
portion of your Revenue, Time and Effort losses
• Part Payment by Consumer
1 • Non Delivery of Bills
Technical Commercial Contributed by • Non Payment by Consumer (Defaulters)
• Premise Disconnected with Dues
Losses Losses × Forced
Customer
Behaviors • Consumer not billed / under-billed
2 • Provisional Billing
× Missing • Bills pending for Quality Check (BQC)
Customer side • Bills pending for assessment
1 Utility Processes • Meters installed but not appearing in data base
• Un-metered connections
2
• Meter (address) not traceable
3 • Import / Export Metering Error
• Meter Calibration/Testing Errors
• Stop / Slow / Defective Meter
3
• Meters not read
• Mismatch of Meters
4
• Direct Hooking/Tapping
4 • Tampering / By-passing of Meter
• Misuse of Category
• Use of Multiple Connections - Misuse of Slab
• Sanctioned Load lower than actual usage
04/04/2013 www.pManifold.com 5

6. pManifold brings ‘Science, Sense, Integration and Regularity’
on Customer side of Utilities
Most independently and skipping all hierarchies, we allow you active listening and
acting upon to your ‘Customer voices’ across all touch points and utility processes
Collection
Customer
Facilitation
Center
Call Center
Reliable Front End
Center
Distributed  Locally immersed
Mobile SMS
Control
survey
Center  Adv. Mobile UIs
 Real time tracking
Online Grievances
survey Center  GIS integration
 High security
Online
Land survey Social
Media Robust Back End
 Vetted Methodologies
Integrated
Customer Customer Offline  Established processes
Segmentation, Profiling Awareness, satisfaction
Records Engagement Campaigns
Monitoring  Robust quality control
Customer Analytics
 Adv. statistics/analytics
Strategic Decisions | Operational Decisions | Revenue Assurance  Micro strategy BI
Informed decisions, in-time actions  Strict confidentiality
Better Customer Engagement + Expedited Loss Reduction
04/04/2013 www.pManifold.com 6

7. Add pManifold’s continuous year round Managed Services for
driving all your Customer side initiatives
We will improve your customer side utility processes, touch points & communications,
and their integration with other Functions for overall improved business performance
What we do in Managed Services? Why Annual engagement preferred?
 We augment your bandwidth in driving all  To allow best causal understanding &
your customer initiatives, and let you focus integration to otherwise scattered Customer
on what you do best initiatives & realising its impact to overall
business performance & ROI
 Our core value add is your CUSTOMER’s
Intelligence, Education & Satisfaction  To allow best optimisation of our delivery
(through below 9 specifics spread across one cost structure, and passing benefits to you
year) much lower than
Pay per connection basis your monthly bill
distribution costs
Design 2S & 3C
Closely monitor
Solutions,
business
Know Your Services ,
KYC Cocreate Monitor performance &
Customers Channel,
Content,
continuously
improve
 Per connection per month,
Communication
for annual contract only
Intelligence Education Satisfaction
 Annual Baseline surveys (door-to-  Identifying Customer Education needs  Continuous Quarterly Customer
Rs. 1*  *Depends on no. of
pManifold Solutions
door) capturing Utility Customer and driving planned campaigns & weekly Satisfaction monitoring via Telecalling
Opinions, Preferences & Satisfaction
(UCOPS©) across all categories 1
communications via myUtility.in©
 Quarterly Design Workshop with
4
across key Customer processes like New
Service Connection, Meter Mgmt., 7 connections, area location
Customer services, Bills Distribution,
 Efficient Process/Quality control of
Customer Indexing and data integration
for billing and auditing (one time)
Operations Team analysing Customer
feedback and designing prioritised
interventions
Complaints handling etc.
 Bi-annual Contact centers (CFCs,
& characteristics, and scope
2 5 8
 Useful customer insights via Quarterly
Analytics on legacy customer records
 Design & quarterly review of Customer
Satisfaction KPIs in Performance
Payment centers, Call centers)
Performance Audits of work finalised. It could be
and complaints data
3
Management System of Operations
Team
6
Annual Employee Satisfaction survey,
& Recognition. (Identify Training needs)
9
further less or also more.
www.pManifold.com
04/04/2013 www.pManifold.com For 3L customer connections, it could be Rs. 36L 7
annually. Get custom quote in your budget.

8. We help your Utility reconstruct positive virtuous cycle of
Sustainability & Brand through effective Customer Engagement
… by managing both Perception and Performance
AT&C loss
reduction is core
Customer
Engagement drives Commercial losses
Our credentials
overall significant part  Growing portfolio, with
‘Performance’
having benefitted 8+
private utilities in Power,
Water and Waste
Positive
Listening to Brand  Interacted with 10K+
customers &
Customer’s ‘forced Utility customers
behavior’ leads to
Engaging them
commercial losses
positively is a must
 Already covered 4 states
of Maharashtra, Madhya
Pradesh, Orissa, and
Bihar
Building ‘positive Managing
brand image’ is customer’s
necessary ‘Perception’ is key
04/04/2013 www.pManifold.com 8

9. PMANIFOLD’S
BROADER
UTILITY
PRACTICE
04/04/2013 www.pManifold.com 9

10. Download detailed
We have a broad Utility Portfolio Case Studies
3+ years experienced Utility focused Management Consulting company bringing
balanced growth & high service delivery in emerging PPP models
Market Research, industry reports
Power
Distribution
Go-To-Market Strategies
Support Financial Modeling & Bid Advisory
strengthening of
emerging PPP models Business Performance Monitoring,
Water
for improved end- Distribution Analytics & Improvements
service delivery &
overall viability & Customer Intelligence, Education &
sustainability Satisfaction Monitoring (myUtility.in)
Service Level Benchmarking
Waste
Management Utility Vendor Database &
Solutions/Services grading
Stakeholder Engagement -
To newly add: Urban Transport and Conferences, Workshops, Blogs etc.
City Gas Distribution verticals .
.
.

11. We have build strong Knowledge Assets in Utility
Growing the Industry by Managing Knowledge & Networks, and building enabling
Ecosystem across Utility value chain
• Learn all about • Simulate ROI & • Track all Tenders • Measure and
Utility PPP detailed and benchmark Improve service
models, past bids bankability their quality delivered
& risk/returns attractiveness to end-customers
Research Financial Tenders
EUCOPS ©
Report Model Tracker
• Educate, Enable • Engage all utility • Source best fit • Stay update on
and Empower stakeholders vendors from Utility industry,
your end- through Local & select and quality and get mind
customers for Global conference graded database share from 1000+
best cooperation professionals
Utility Vendor Blogs &
myUtility.in © IUKAN.in ©
Directory Linkedin group
A new pManifold Initiative
04/04/2013 www.pManifold.com 11

12. pManifold Service mapping across Utility Franchisees/PPPs
Go-To-Market | Bid Support | Resources / Processes / Operations Building | Performance Monitoring
Entry Decision Bidding Roll Out O&M
For Govt.  DF model Top  Baseline preparation – Assets,  Independent Facilitator for Knowledge  Independent Business
Utilities Management Commercials, Losses, Customer and and legacy Data transfer to selected DF Performance Monitoring and
workshop Service Level Audits operator Management Audits of
 Data analytics for  Financial Modeling – minimum Input  Stakeholder Engagement with Discom Franchisee (for strong end
DF model bid price curve, capex projections, and Employees & new DF operator for smooth services delivery & any
appropriateness related contract term and conditions transition change management)
mapping to Discom  Bidders Engagement – interest
projected reforms generation; pre-bid & bid facilitation;
RFP change management
For  DF model Top  DF Market Intelligence and all RFP  Support on-boarding Senior Team and  Regular DF Performance
Private Management Tracking other critical resources to roll out Monitoring and Management
workshop  Technical Due Diligence: Site survey,  Project Financing, bringing Investors, Audits
Operators
 Portfolio mapping asset health maps, bid intelligence & financial due diligence, M&As  Continuous Capacity
to go/no-go in DF analytics  Strategic all-stakeholders roll-out map to building, organising skills
business  Financial modeling & Bid Advisory support overall PM training and BPR
 Entry strategy  Partnership development for  First baseline survey of Employees and implementation
consortium bidding, M&A etc. Customers to support Loss reduction  Quarterly Customer
strategic road map perceived service quality
 Legacy Data Quality checks, migration, benchmarking across all
Analytics and Integration facilitation touch points and all
 Vendor identification, evaluation, Customer processes like NSC,
selection, and partnership development Metering Mgmt, Customer
 Organizational structure design, services, Billing etc.
Resource Planning & process SOPs  Customer education,
 Capacity building/Training workshop in enabling and engagement
new employees on DF model (MyUtility.in)
For  Portfolio mapping  Early entry in the bidding phase of new  Facilitator for input gathering and  Facilitator for business
Service to DF requirements Franchisees, to build and demonstrate creating specific value proposition to DF continuity and independent
 Go-to-Market value proposition  Partnership development with DF performance monitoring
Providers 12
strategy www.pManifold.com * DF – Distribution Franchisee, used for example

13. 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 Together we can reconstruct strong Indian utilities …
Premium & Free Reports,
Presentations, and more…
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 discoverable
04/04/2013 www.pManifold.com 13