Case Study: Centrica—How CA API Management Helps Britain’s Largest Energy Provider Know its Customers Before They Open the Door

1. World®
’16
Case Study: Centrica—How CA API
Management Helps Britain’s Largest
Energy Provider Know its Customers
Before They Open the Door
Neil Hallam – Head of Mobile Channel Delivery – Centrica
DO3T80S
DEVOPS

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For Informational Purposes Only
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Abstract
To thrive in its highly competitive and consumer-focused market, Centrica, a
multinational utility company, is empowering its 15,000-strong mobile engineering
workforce to ensure they’re armed with information about customers and
previous interactions before they even knock on the door. Come hear Neil Hallam
talk about how Centrica deployed CA API Management to transform and deliver its
front-end application to its engineers, while providing seamless access to legacy
back-end applications, systems and third-party partners. Using CA API
Management, Centrica has seen a significant increase in at-the-door customer
satisfaction and first-time fixes, created an on-site engineering knowledge base for
less experienced engineers and increased efficiency in scheduling engineering
jobs.
Neil Hallam
Centrica / British Gas
Head of Mobile
Channel Delivery

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Agenda
INTRODUCTION
BUSINESS DRIVERS
QUESTIONS
APPROACH / CHALLENGES
OVERVIEW OF DELIVERED SOLUTION
NEXT STEPS
1
2
3
4
5
6

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Neil Hallam
§ IT manager at Centrica / British Gas
§ 15 years of working with SAP
§ Moved to non-SAP systems
§ Now managing our mobile delivery to field, B2B and other employees
§ Used to like reading, holidays, music……
§ Slightly deaf – too much loud music in my youth
WHO AM I?

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Sub-head
Company History
1812
••Gas Light and Coke Co
••Supply of town gas
1997
••Centrica and diversification
••Telephony / Plumbing
Today
••Utilities / New Energy
••Technology and Services

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Business Architecture

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Business Drivers
••Gas
••Electrics
••Heating
••Health and safety
Maintains
Boilers
••Gas Safe
••Water
••Minor electrical
Plumbing
and electrics
••Gas
••Electrics
••Health and safety
Installs
meters

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IT Vision

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Challenges Along the Journey

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Immediate Benefits – Customer Information App
Between 55% and 75% of engineers use
the Customer Information App everyday.
- Part of their routine
- Enables them to have targeted personal discussions with
their customers
- Millions of customer lookups since launch
“before the CI app, I had to ask whether
our customers took gas and electricity
from us, now I can thank them”

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Cloud
B2B
Corporate Network
Customer
information
app v1&2 HRSalesforce Home
Insurance
Smart
Meters
Boiler
Repair
Jobs
Connected
Boiler
App
Cloud DMZ/ WAF/ CA API Gateway
Hadoop Data Lake
Pulse microservices
SAAS
IAM SAPAD
MCA
back
end
Metering
middleware
Middleware
Expense
app
Manual
Working
Retail
Wholesale Replicate AD
ADSystems of
record
Current Gateway Architecture

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Conclusions and Next Steps
Benefits
••Quick to deploy
••Accuracy of data
••Support Agility
••Personal Device
access
••Learn quick
Roadmap
••Data at rest
••API strategy
••Support Agility
••Microservices??
••SIEM / SOC
approach
Approach
••Platform
••Authentication
service
••Database
abstraction
••Small, eager team
••Log analysis
Key choices
••Hybrid Cloud
••NoSQL databases
••Log aggregation
••Security approach
••Incremental
delivery
••Vision alignment

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Questions?

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Stay connected at communities.ca.com
Thank you.

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DevOps – API Management and
Application Development
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Application Development, please visit: http://cainc.to/DL8ozQ