Process Intelligence : Remaking Your Business
@Celosphere
By Ricardo Henriques
April | 2019

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PROCESS INTELLIGENCE – Remaking Your Business
Agenda
1. EDP business portfolio
2. EDP Digital Transformation
3. Business context
4. Scope of the project
5. Business remaking drivers
6. Steps to succeed
7. Next challenges

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Spain
Portugal
32% of EBITDA
> # 1 in electricity production,
distribution and supply (10 GW of
installed capacity, ex-wind & 6.8GW is
hydro)
> Operator of electricity distribution
network
9% of EBITDA
> Present since 2001
> Installed capacity: 3.5 GW
(excluding wind)
Wind and solar
39% of EBITDA
> A worldwide renewable market leader
> 11.7 GW of wind and solar installed
capacity
Brazil
20% of EBITDA
> Present since 1996
> Installed capacity: 2.9 GW (hydro and coal)
> 2 distribution concessions (Escelsa and
Bandeirante)
> 1 transmission line in operations
> 4 transmissions lines (under construction)
EDP is an integrated, investor-owned power and gas utility with presence in 16
countries, that generated 3.3 Bn€ in EBITDA in 2018
PROCESS INTELLIGENCE – Remaking Your Business

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EDP has established Retail businesses in Brazil, Spain and Portugal and under
expansion to three other geographies
Portugal Spain
Electricity
Market Size
EDP Regulated Clients
EDP Liberalized Clients
Natural Gas
Market Size
EDP Regulated Clients
EDP Liberalized Clients
Electricity
Market Size
EDP Regulated Clients
EDP Liberalized Clients
Natural Gas
Market Size
EDP Regulated Clients
EDP Liberalized Clients
Clients
106
Volume
TWh
6,2 45
1,2 3,0
4,1 18,1
1,5 40,0
0,3 1,1
0,7 3,7
Clients
106
Volume
TWh
27 226
0,2 0,4
0,9 12,1
8,0 262
0,1 0,3
0,8 8,1
Brazil
Electricity
Market Size
EDP Regulated Clients
EDP Liberalized Clients
Clients
106
Volume
TWh
83 467
3,5 13,8
0,1 11,2
EDP Energia Polska SP zoo
EDP Energia Italia SRL
EDP Energie France SARL
PROCESS INTELLIGENCE – Remaking Your Business

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PROCESS INTELLIGENCE – Remaking Your Business
DIGITAL
ACCELERATION
In 2017 EDP started the journey
towards Digital Transformation with
edpX project that challenged the
organization to adapt and respond to
a new context.
Digital transformation is the
integration of digital technology into all
areas of the business, fundamentally
changing how we operate and deliver
value to our customers
DIGITAL
ORGANIZATION
The Digital Global Unit was
created in 2018, joining the
Digital Acceleration with the
Core IT in an effort to
increase synergies

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PROCESS INTELLIGENCE – Remaking Your Business
EDP TAKES RESPONSIBILITY FOR CONTINUOUSLY
IMPROVING THE USE OF ENERGY
Innovate every day
at every level
Dynamic services
make lives better
Turn power into
useful data
Simplify processes for
customers and employees
Deliver measurably
cleaner power
DIGITAL VISION
DEFINED
To frame EDP digital
ambition and culture

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PROCESS INTELLIGENCE – Remaking Your Business
DIGITAL
ENABLERS
DEDICATED
BUDGET
PARTNERS
ECOSYSTEM
FAST-TRACK
CONTRACTING
NEW WAYS
OF WORKING
DIGITAL
EXPERTS &
TALENT POOL
DIGITAL
TRAINING
FAST-TRACK
WITH CORE IT
DIGITAL
WORKSPACE
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2
3
4
5
6
7
8

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PROCESS INTELLIGENCE – Remaking Your Business
A continuous quest to do better and different
And a long way to become memorable
A new competition that sets an even higher standard of experience

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PROCESS INTELLIGENCE – Remaking Your Business
Consumers are different and demand differentiation…
There are numerous combinations of variables that can form edpC’s B2C
segments and the majority of these customers demand being treated
differently:
 54% of customers consider changing energy provider due to
lack of customized P&S
Are not interested in contacting their energy provider48%
Only contact their energy provider to complain64%
Time (in a year) Portuguese spent interacting with
energy provider~11’
Of customers who have switched providers in the past
year will change again in the next 12 months58%
….and the energy sector is not engaging
Source: Accenture, 2016 & 2017
Traditionalist Gen-X Millennial
Late Adopter Heavy user Innovator
Condo 1st House 2nd House
The Airbnb’s
Millennial
The challenge is to develop strong and profitable relations with demanding customers in a
low engagement sector

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Business cycle operations are critical to ensure onboarding, billing, collection and debt management. About
6,1M operations have a direct impact on the satisfaction of more than 4M customers in the free market
PROCESS INTELLIGENCE – Remaking Your Business
x
Touchpoint 1
Touchpoint 2
Touchpoint 4
Touchpoint 3
Process A
Process B
Process C
Process D
Excellent
Customer
Experience
Operational
Excellence
What the
customer
sees and
feels
What the
customer
doesn´t see
but affects
their
experience
Main Business Cycle Operations
Onboarding Billing Collection
Debt
Management
≈5,1M operations*
≈1M operations*
* - BackOffice b2c 2018

Transparency boosts value perceptions, so Objectivity is needed to
make the right decisions and speed for competitiveness …
Work with mapped process
Silo based vision of processes
Slow and difficult root cause analysis
High dependency of technical skills
analysing processes
Work with real executed process
Interconnected vision of processes
Quick and easy root cause analysis
Low dependency of technical skills
analysing processes
Where we were Our ambition
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PROCESS INTELLIGENCE – Remaking Your Business
… and Process Intelligence supports that journey!

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242Mcollected events 27deployed dashboards223 activities 110Users
Project numbers…
65Mcases
Process Intelligence platform
Project approach
“Big bang” approach for all processes
Agile Process Discovery for MVP
Finetune and Automatic refreshment for
Go-Live
PROCESS INTELLIGENCE – Remaking Your Business
Project scope
Onboarding Billing Collection
Debt
Management
Sales2Debt cycle
Business
Ops Users
Business
Analysts & Owner
SAP HANA
SDA SDI
…

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Customer Experience Visualization
PROCESS INTELLIGENCE – Remaking Your Business
Happy Path: average customer care service
on Targeted SLA
Bumpy Path: outliers are difficult to explain
and we have to learn about rework loops
(not visible in the operational reporting) and
bottlenecks to improve performance.
Lesson learned: visualizing the entire
experience helps the SLA alignment between
operational teams. They will not look inside
their process but also understand what is
happening before and after their steps.
Root Cause Analysis
Wrong Transitions
Assignments
Backlog
Management
Team
rotations

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Human Behaviour Events
PROCESS INTELLIGENCE – Remaking Your Business
How is the client response after a dunning event
Benchmark service teams
Understand the When, How and Why of client interactions

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Mindset shifting - Brave and open minds are essential to remake business with suggestive
technology
PROCESS INTELLIGENCE – Remaking Your Business
It’s impossible  How is it possible? Process insights used for boost KPIs
New KPIs: why not?
Looking back helps to deal with future
Mine or monitor?
Past
Future

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Critical success factors
Integration Growth Sponsorship Business
Value
Mindset
Different technologies
Functional & Tech Skills
Select the best
process to start
Process Discovery &
Mining balance
Board
commitment
Measure
Use Case
business value
Clarify
Process Mining vs BI
Promote a new
Process Mining culture
community driven
Being successful requires time and resilience. Remember that you are remaking business…
PROCESS INTELLIGENCE – Remaking Your Business

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Main challenges & aspirations
Process intelligence supports the balance between
cost, customer satisfaction and value for business
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Process
Mining
Community
Automated
treatment of
Processes
Exceptions
New
Continuous
Improvement
approaches
Predictive
Analysis
Loyal profitable customers
and consistent experience
between channels
guaranteed
PROCESS INTELLIGENCE – Remaking Your Business
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RPA
discovery

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THANK YOU!
PROCESS INTELLIGENCE – Remaking Your Business