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Utility Practice: Co-creating
sustainable Utilities by
building Knowledge and
Stakeholder Engagement
Catalyzing emerging b...
Our Utility Portfolio
Customer Surveys – KYC, CSAT, Indexing,
Vigilance
Customer Touch Point Audits
Customer interfacing p...
pManifold Service mapping across Utility PPP Life Cycle
4/11/2014 © pManifold. All rights reserved. 3
Go-To-Market | Bid S...
pManifold Utility Managed Services: Enhancing
Customer Experience & Revenue Assurance
•Data Mapping & Analytics
(Legacy Cu...
Our Knowledge Assets in Utility space
•Learn all about
Utility PPP models,
current tenders,
past bids &
risk/returns
Resea...
Case Studies
Utility Consulting
• Baseline Preparation
• Bid Advisory
• Takeover
• Custom Mobility & IT
• Process Improvem...
Baseline Prep & Bidders Engagement for Discoms/ULBs
Services include ..
• Bidding and RFP analytics of all previous DFs
• ...
Benchmark Conservative Moderate Aggressive
Units 0 1 2 3
Rate Offered Year 1 Rs. Per unit 2.565 2.900 2.905 3.010
Rate Off...
Strategic Task Force - STF
 STF works together with Owner and Owner’s organization to discover, define and drive strategi...
Client Problem
Solution Approach
Results
Photo Meter Reading Mobile based App and Web
integration with Billing CRM
• Clien...
Case Studies
Utility Research
• Customer Research
• Market Research
• Employee Research
• Process Audits
• Data Analytics
...
• 6300+ customers primary survey across 3 states of
MS, MP and Orissa for 5+ new starting DFs, both
Urban and Rural (compl...
• 1000+ customers primary survey across 40
sampled wards of one urban Maharashtra
town (completed as on Sep. 2012)
• Valid...
Market Research Report – Power Distribution Franchisee
Key Questions Answered..
• What is potential of Distribution Franch...
RFP Tracker and Pre-Bid Analytics
We Cover
• Monthly newsletter
• All RFP Tracking & updated DF
Attractiveness Matrix©
• P...
Employee Engagement & Deputation Policy Design
Primary Survey instrument Design
• Respondent profile: years of service,
de...
Client Problem
Solution Approach
Results
Quarterly Assessment of Customer Satisfaction with
Business Processes
• Client wa...
Financial & Bankability Modeler – Power Distribution Franchisee
Model Covers..
• Tariff orders & RFP parameters trends
• C...
Case Studies
Utility Stakeholder
Engagement
• Events, IUKAN
• Online Community
Building
• Customers
Engagement
4/11/2014 ©...
IUKAN 2014 CONFERENCE AT DELHI
Power, Water & Waste Utility Stakeholder Engagement biggest Conference
Conference Highlight...
Community of Practices – Power, Water,
Health & IT
Engaging
Social
Media
Power
Distribution
Franchisee
Water
Sector
Reform...
Integrated
Customer
Engagement
Monitoring
Customer
Records
Land survey
Online
survey
Mobile SMS
survey
Customer
Facilitati...
Know Your
CustomersKYC
Design 2S & 3C
Solutions,
Services ,
Channel,
Content,
Communication
Cocreate
Closely monitor
busin...
Let’s get in touch…
Joinusinourconversationsat,
Power
Distribution
Franchisee
AT&C
Efficiencies
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pManifold Utility Practice

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pManifold Utility Practice

  1. 1. Utility Practice: Co-creating sustainable Utilities by building Knowledge and Stakeholder Engagement Catalyzing emerging business models through STAKEHOLDER ENGAGEMENT | CONSULTING | RESEARCH
  2. 2. Our Utility Portfolio Customer Surveys – KYC, CSAT, Indexing, Vigilance Customer Touch Point Audits Customer interfacing processes improvement & Mgmt. Customer Education, Messaging & Positioning Market Research, Go-To-Market Strategy, Partnership Development Mobility & IT Apps Training, Capacity Building, Vendor Development Financial Modeling & Bid Advisory Stakeholder Engagement Conference, Webinar, Blog, Newsletter, White Paper Around 4 years strong Utility Research and Consulting portfolio, with Operators and Service Providers to build viable business models and operations, improve services delivered and customer experience, and engage all stakeholders Power Distribution Water Distribution Waste Management Support strengthening of emerging PPP models for improved end- service delivery & overall viability & sustainability ... To newly add: City Gas Distribution 4/11/2014 © pManifold. All rights reserved. 2
  3. 3. pManifold Service mapping across Utility PPP Life Cycle 4/11/2014 © pManifold. All rights reserved. 3 Go-To-Market | Bid Support | Resources / Processes / Operations Building | Performance Monitoring Entry Decision Bidding Roll Out O&M For Discoms  DF model Top Management workshop  Data analytics for *DF model appropriateness mapping to Discom projected reforms  Baseline preparation – Assets, Commercials, Losses, Customer and Service Level Audits  Financial Modeling – minimum Input bid price curve, capex projections, and related contract term and conditions  Bidders Engagement – interest generation; pre-bid & bid facilitation; RFP change management  Independent Facilitator for Knowledge and legacy Data transfer to selected DF operator  Stakeholder Engagement with Discom Employees & new DF operator for smooth transition  Independent Business Performance Monitoring and Management Audits of Franchisee (for strong end services delivery & any change management) For Bidders and Private Operators  DF model Top Management workshop  Portfolio mapping to go/no-go in DF business  Entry strategy  DF Market Intelligence and all RFP Tracking  Technical Due Diligence: Site survey, asset health maps, bid intelligence & analytics  Financial modeling & Bid Advisory  Partnership development for consortium bidding, M&A etc.  Support on-boarding Senior Team and other critical resources to roll out  Project Financing, bringing Investors, financial due diligence, M&As  Strategic all-stakeholders roll-out map to support overall PM  First baseline survey of Employees and Customers to support Loss reduction strategic road map  Legacy Data Quality checks, migration, Analytics and Integration facilitation  Vendor identification, evaluation, selection, and partnership development  Organizational structure design, Resource Planning & process SOPs  Capacity building/Training workshop in new employees on DF model  Regular DF Performance Monitoring and Management Audits  Continuous Capacity building, organising skills training and BPR implementation  Quarterly Customer perceived service quality benchmarking across all touch points and all Customer processes like NSC, Metering Mgmt, Customer services, Billing etc.  Customer education, enabling and engagement (MyUtility.in) For Service Providers  Portfolio mapping to DF requirements  Go-to-Market strategy  Early entry in the bidding phase of new Franchisees, to build and demonstrate value proposition  Facilitator for input gathering and creating specific value proposition to DF  Partnership development with DF  Facilitator for business continuity and independent performance monitoring *DF – Distribution Franchisee Bid Advisory Services
  4. 4. pManifold Utility Managed Services: Enhancing Customer Experience & Revenue Assurance •Data Mapping & Analytics (Legacy Customer data, Billing, Theft, Losses), Customer Indexing (with Partner) •Focused Customer Research – COPS, CSAT, WTP and custom. Customer touch points and processes audits. KYC, Analytics •Customer Billing Data Sanitization/ Correction/ Update, Regularization, speeding billing process Billing Data Regularization •Turn key (with Partner) - Meter Read, Bill Print, Bill Distribution, Data entry/Digitization •Regular year round Internal Audits for Meter-to-Cash cycle related processes and improvements MRBD & Vigilance •Complaints Tracking/ Resolution, Soft Arrear Recovery, Satisfaction Management •Turn key (with Partner) Inbound and Outbound call centre & Customer Experience Mgmt. Call Centre •Customer Education, Website/ portal, Social Media, Voice & Video stories, Newsletter, custom Stakeholder Engagement conferences, thought leadership white paper Education, Engagement •Training & Capacity Building for Grounds Team, Employees, Customer Services Team & Vendors. •Employees & Vendor surveys. Setting & Monitoring Performance Mgmt. system. Training & Performance Mgmt. •Collection analytics, Due date reminders, Turn Key Revenue Assurance, Collection Centre and Process Audits Collections •Custom Mobile and Web App for Customer Indexing, MIS, Performance Monitoring, Photo Meter Reading, MDM, Customer Engagement, Billing regularization etc. Custom IT Customer Research | Education & Engagement | Data Analytics | Process Audits & Improvements | Training | Mobility & IT 4/11/2014 © pManifold. All rights reserved. 4
  5. 5. Our Knowledge Assets in Utility space •Learn all about Utility PPP models, current tenders, past bids & risk/returns Research Report •Simulate ROI & detailed bankability Financial Model •Photo Meter Read, GIS data collection, Customer Engagement Mobile Apps Mobile IT Apps •Measure and Improve service quality delivered to end-customers EUCOPS © •Educate, Enable and Empower your end- customers for best cooperation myUtility.in © •Engage all utility stakeholders through Local & Global conference IUKAN.in © •Source best fit vendors from select and quality graded database Utility Vendor Directory •Stay update on Utility industry, and get mind share from 2000+ professionals Blogs & Linkedin groups 4/11/2014 © pManifold. All rights reserved. 5 Growing the Industry by Managing Knowledge & Networks, and building enabling Ecosystem across Utility value chain
  6. 6. Case Studies Utility Consulting • Baseline Preparation • Bid Advisory • Takeover • Custom Mobility & IT • Process Improvements 4/11/2014 © pManifold. All rights reserved. 6
  7. 7. Baseline Prep & Bidders Engagement for Discoms/ULBs Services include .. • Bidding and RFP analytics of all previous DFs • Recommendations for improvement in baseline data and RFP/DFA contract terms & conditions • Preparation of audited baseline data • Integrated Financial model for Distribution Franchisee and Licensee with sensitivity analysis to critical RFP/DFA parameters • Setting Performance Monitoring Framework for DFs • Setting up and Managing Online bidding portal for increased Bidders engagement Viability modeling for Discom • We develop integrated Financial model for Franchisee and Licensee, with all key risks and transactions modeled for both entities • Discom can validate RFP and DFA suggested enhancements through test run on integrated financial model and improvement over business-as-usual scenario 4/11/2014 © pManifold. All rights reserved. 7 Building strong Baseline data and model derive investment analysis for Discoms to host successful Distribution Franchisee PPP Benefits of strong Baseline and effective Bidders Engagement in raising Power DFs Strong baseline, with Stakeholder Engagement Information symmetry, enhanced competition Timely handover & start of reform cycle Timely bidding process Rationale bidding, no litigation Co-operation from DL, customer engagement, funding resolved by contract design Timely payment receipt, overall positive DF performance Co-operationprogression
  8. 8. Benchmark Conservative Moderate Aggressive Units 0 1 2 3 Rate Offered Year 1 Rs. Per unit 2.565 2.900 2.905 3.010 Rate Offered Year 2 Rs. Per unit 2.802 3.057 3.062 3.173 Rate Offered Year 3 Rs. Per unit 3.035 3.261 3.267 3.385 Rate Offered Year 4 Rs. Per unit 3.222 3.435 3.440 3.565 Rate Offered Year 5 Rs. Per unit 3.402 3.508 3.514 3.641 Rate Offered Year 6 Rs. Per unit 3.520 3.576 3.582 3.712 Rate Offered Year 7 Rs. Per unit 3.549 3.602 3.608 3.738 Rate Offered Year 8 Rs. Per unit 3.576 3.622 3.629 3.760 Rate Offered Year 9 Rs. Per unit 3.603 3.653 3.660 3.792 Rate Offered Year 10 Rs. Per unit 3.610 3.678 3.684 3.817 Rate Offered Year 11 Rs. Per unit 3.663 3.683 3.689 3.823 Rate Offered Year 12 Rs. Per unit 3.674 3.707 3.714 3.848 Rate Offered Year 13 Rs. Per unit 3.685 3.722 3.729 3.863 Rate Offered Year 14 Rs. Per unit 3.696 3.731 3.738 3.873 Rate Offered Year 15 Rs. Per unit 3.707 3.741 3.748 3.883 Ratio of Min to Max bid 0.78 0.78 0.78 Quoted Levelized Input Bid Price (w/o TIR) 3.276 3.420 3.426 3.550 % high from Min. set 0.00% 4.40% 4.58% 8.36% Assuming AT&C loss reduction trajectory hitting 15% in 5 years OUTPUTS Bid Advisory – Technical and Financial Services include.. • Top Management’s Workshop on portfolio hosting of DF business and which region(s) to bid for • Partnership Development for qualified Bid preparation • Techno-Commercial Due Diligence (DD) – Key Utility officials, ground staff, Opinion Leaders and select customers feedback on existing assets (RFP vetting), electricity service quality, and existing/future load growth – Collect and analyse 1° and 2° technical & commercial parameters in the DF area for understanding the Network & Customer side performance based on loading, ageing, failures, outages, collections, arrears etc. – Technical inputs & techno economic feasibility for the capital investment in the identified distribution network for the following points: • Renovation & Strengthening of the network • Meeting the load growth for the DF tenure • Financial Bid Modeling and Bid Strategy – All previous ARR and Tariff petition analytics for tariff trends and identifying other regulatory risks – Consolidated Financial model building and scenario analysis to facilitate bid strategy Clientele & Benefits • Supported DF bid analysis (Technical and/or Financial) in Gwalior, Ujjain, Sagar, Ranchi, Jamshedpur, Dhanbad, Patna, Bhagalpur, Gaya. Mumbra-Shil-Kalwa • pManifold’s projected Levelised Input Price range matches closely with good price discovered DF bids. 4/11/2014 © pManifold. All rights reserved. 8 Measuring and collecting site specific supply, demand, consumption, and business performance Intelligence and supporting Bid Transaction Advisory Final Bid Recommendations for sample DF bid Hidden
  9. 9. Strategic Task Force - STF  STF works together with Owner and Owner’s organization to discover, define and drive strategic business initiatives  Provides: Best practices, Strategic Inputs, Implementation hand holding, regular performance monitoring DF Business Organization Business Owner pManifold Team Viability & Revenue assurance Commercial Facts finding Baseline validation Legacy data analytics Planned Operations Structure & Staffing Sr. people on-boarding  Employee deputation Operation Org structure & Processes restructuring Vendors Sourcing Resourcing & Deputation Project Mgmt. DF Business Owner’s Key issues 1. Finance: Worrying about financing the project, and keeping Investors lined/interested 2. Resourcing: Building a resourceful and competent senior team, and overall resourcing/staffing 3. Network & Loss Reduction: Area determination, Asset/Network mapping & Health diagnostics 4. Deputation: Handling Discom deputation of skilled Senior and ground staff 5. Data: Making sense of legacy data and records for useful Performance dip stick and readiness to deploy your billing & vigilance for loss reduction 6. Vendors: Selection of vendors and preferably engaging them on light capex and risk/return sharing models 7. Customers & Stakeholders: opposition against privatisation with ransom protests/attacks BU Head Efficient Project Management WBS of key activities Budget & viability mapping Risk Management Knowledge & Network pool of DF/Utility experts Vendors, Service Providers, Investors Baseline Validation Operations Structure Performance linked Vendor Partnerships Vendor Sourcing, SLAs, Monitoring Loss reduction due diligence Good Stakeholder Engagement Stakeholders Mapping & risk mitigation Communications & Education pManifold Strategic Task Force Engagement Model for DF Takeover 4/11/2014 © pManifold. All rights reserved. 9
  10. 10. Client Problem Solution Approach Results Photo Meter Reading Mobile based App and Web integration with Billing CRM • Client wanted to outsource its Meter Reading process and upgrade it to a Photo Meter Reading cycle. They want to deploy and expand currently used pilot mobile app, to a scalable and secured application and integrate with Billing CRM 4/11/2014 © pManifold. All rights reserved. 10 for a Water 24x7 company with 2.5+ lac consumers base • pManifold has developed Mobile based Meter Reading application + Web Application + Hosting + year round Managed services model to service end-end requirements • The Mobile and Web App is developed and currently getting field tested for Phase-1 of deployment with 80K+ customers. • Key features of Mobile + Web App – Role-based access to Utility Operations and Billing Team to enable: • SPMs access zone-wise data • Management to have overall view of data • Early identification of exceptions – Import/Export Data for cross validations and final CIS upload by Billing Team – Audit Checks and Workflows to enable SPMs check meter readings and “Recommend Field Re-visits” – Meter Reader-wise Workload management for load balancing DATA QUALITY MANAGEMENT DATA MANAGEMENT DATA CREATION Mobile App Meter Reading | Location| Photo | Meter Status | …etc. Quality Audit Engine Edit Checks | Automated Checks | Manual Checks ONLINE Data Corrections Role based access | Edit Logs Meter Data Store Reporting Engine Exception Reporting | Management Reporting | Data Tracking HTTP AUTH Administration Users | Permissions | Backup Data Import-Export Pre-defined Formats to be uploaded into the CIS Meter Reader Work Load Management www.pManifold.com HTTP AUTH HTTP AUTH Authorized Access HTTP AUTH Works Meter Reading Mobile Photo Meter Reader Meter Intelligence Customer Information Bill Generation Vigilance MeterCustomer QAQC Analytics & Triggers > Meter Reading > Meter Status Service Intelligence> Service Status > Service reports Meter Maintenance Meter Installation Customer Intelligence> Customer Contact info – phone/email, GPS, address, name, etc, APPAPP APP APP Management APP WEB APP FOR OFFICE STAFF MOBILE APP FOR FOS MOBILE APP FOR CUSTOMERS Inspection / Indexing APP Phase 1 Phase 2 Phase 3 APP www.pManifold.com 16
  11. 11. Case Studies Utility Research • Customer Research • Market Research • Employee Research • Process Audits • Data Analytics • Financial Modeling 4/11/2014 © pManifold. All rights reserved. 11
  12. 12. • 6300+ customers primary survey across 3 states of MS, MP and Orissa for 5+ new starting DFs, both Urban and Rural (completed as on Dec. 2012) • Quantify, measure and support improvements of very objective of DF, the ‘Customer Satisfaction’ • Help prioritize initial Capex, setup Performance Management for OperationsTeam and design PR communications & campaign • Door-to-door EUCOPS© survey of all socio- economic category of customers, across sampled Electrical Sub-divisions and zones. • High data integrity with use of Technology – GPS & camera enabled touch-screen mobile phones. Real time survey form upload and download via GPRS. Customer Satisfaction Performance Monitoring (EUCOPS©) Measure Customer Expectations & Perceived Service Quality Experience and clientele 4/11/2014 © pManifold. All rights reserved. 12 Mapping Service Quality Indicators across all customer categories on GIS maps 0% 5% 10% 15% 20% Power,Quality & Reliability Customer Service Communication Meter,Billing & Payment Price Information Access& Rec Handling Company Image Weighted CSI (Perception) Weighted Order (Expectations) Gap between Expectations & Perception of utility’s Performance Satisfaction Level across different divisions Key Observations n= 1027 n= 340 n= 345 n= 342 Order of Importance Inferences drawn from GIS map may not be statistically relevant. HIGHLOW Relative Order of Importance Zone 1 Zone 2 Zone 3Overall n= 1027 FACTOR I: POWER QUALITY & RELIABILITY 5/5/2012Copyright(c)pManifold A1: Unplanned outages - How satisfied are you with frequency and duration of unplanned outages?  Around 30% respondents from all 3 zones are dissatisfied with ‘Unplanned Outages’  As per customers comments, there is high problem of ‘Unplanned Outages’ in areas of Zone 3  Number of client registered Log Complaints is higher in Zone 3, matching above CSAT results 7% 40%53% L M H 0% 20% 40% 60% 80% 100% VS S DS VDS NA Zone 3 Zone 2 Zone 1 Overall Download EUCOPS Methodology here
  13. 13. • 1000+ customers primary survey across 40 sampled wards of one urban Maharashtra town (completed as on Sep. 2012) • Validate the top line revenue projections from 24x7 Water project, and facilitated financial closure of Rs. 1000+ cr. for the project • Door-to-door survey of all socio-economic category of customers, across sampled Electoral wards using Contingent Valuation Methodology (CVM). • Benchmarking respondent profile, Water sources characterization, Opinion on existing MC water services, Willingness to receive & pay for improved services, Billing preferences Tariff Rationalisation & Willingness to Pay (WTP) – Water 24x7 Measure Customer Expectations & Perceived Service Quality Experience and clientele 4/11/2014 © pManifold. All rights reserved. 13 Engaging Customers to map their WTP, and educating on benefits of Metering and new PPP Download WTP Methodology here Sampled wards
  14. 14. Market Research Report – Power Distribution Franchisee Key Questions Answered.. • What is potential of Distribution Franchisee (DF) model? • Which states are looking to adopt the model? • What are key risks and challenges? • How is the bid process and how to analyze critical contract terms and conditions in the RFP? • What is a typical Capex Distribution for new DFs? • What Returns to expect from a DF model, and what key sensitivity parameters to analyze? • How has been the bidding scenario and trend in previous DF bids? Report Beneficiaries • Some select companies includes SBI Caps, General Atlantic, L&T, ABB, Moser Baer, Essel, Spanco, PNC InfraTech, ACME, SIS, SMS, IRIDIS, SPML, MEIL • Offered complementary workshop to their Top Management to understand report content, and help them with their entry and investment decision in DF business 4/11/2014 © pManifold. All rights reserved. 14 Building Knowledge on new PPP models in Utility Investment and Operations Teams 94.45% 64.96% 46.51% 33.04% 21.77% 11.44% 1.44%0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% 100.00% 2.50 2.70 2.90 3.10 3.30 3.50 InvestmentReturns(%) Levelised Input Price (Rs./kWh) Sensitivity to Input Bid Price (fixed capex) Equity IRR Project IRR Bhiwandi (MS) Agra (UP) Aurangabad( MS) Nagpur( MS) Jalgaon( MS) Gwalior (MP)* Ranchi * Shil-Mumbra- Kalwa Bihar Inferen Contract Period (long contracts preferred by bidders) DF contract tenure ha new tenders settling meet their reform co Asset Health in RFP Baseline (Ageing, Transformer Failure Rate, etc.) RFP baseline needs to details, ageing, R&M develop rational cape Revenue & Customer Segmentation (Absolute Number & Time Trend) RFP baseline should s meter types, number subsidy, payment, co Performance Guarantee (Inclusion of Electricity Duty) DISCOM's risk is bette towards performance Minimum Benchmark curve for Price Bid (No benchmark is favored by bidders) Setting no min. bench innovative in their pr instead share their ca Arrear Recovery Sharing (Higher share is better) Higher arrear recover bidders. Ageing data incentive time period agitation, if arrear rec Deputed Employees Terminal Liability Payment by DF (sharing with DF is fair) Sharing part responsi liabilities (gratuity/pe supportive to DISCOM O&M costs). Mandated AT&C Loss Reduction Trajectory (No trajectory is preferred by DF) A bulk target of reduc has higher chances o associated penalities. could take good time Penalties for Non Achievement of Loss Reduction Targets (Lower is better with bidder) Keeping low penaltie guarantee complianc between bidders will Treatment of Subsidy (Bid Price to include subsidy retention by DL. Likely There is risk for subsi are suffering it alread Comparative Review of RFPs, Bidder Preferences & Outlook Download Executive Summary here
  15. 15. RFP Tracker and Pre-Bid Analytics We Cover • Monthly newsletter • All RFP Tracking & updated DF Attractiveness Matrix© • Pre-bid meeting takeaways • RFP data and Pre-bid analytics • Interviews of experts • Much more… Clientele & Benefits • 1000+ industry Leaders & Professionals registered with our DF News Letter services • A proliferating community of practice around Power Distribution Franchisee is built with 700+ Linkedin members 4/11/2014 © pManifold. All rights reserved. 15 Utility PPP RFP’s Database, News, Intelligence and Analytics on Subscription model Bihar Pre-bid sample analyticspManifold’s DF Attractiveness Matrix
  16. 16. Employee Engagement & Deputation Policy Design Primary Survey instrument Design • Respondent profile: years of service, designation, class, work areas, education etc. • Competence: responsibilities, key challenges faced, suggestions, performance • Opinion: DF model performance, deputation with DF, peers influence, adaptation to new system, work pressure handling etc. • Preferences for deputation selection: job security, job clarity, reporting line, facilities, work culture, salary, training, recognition, location etc. • Deputation Salary: awareness, additional allowance criterion & min. expectations, special performance incentives criterion & frequency • Training: use of technologies in DF, learning preference, training needs etc. • Feedback: comments, suggestions, clarification seeked etc. Clientele Benefits • Established and executed Discom Employees survey methodology, for a newly starting DF in MP, with recommendations for appropriate changes in the base deputation policy • One of its kind smoothest employee engagement in DF history 4/11/2014 © pManifold. All rights reserved. 16 Understand Discom employees expectations & engage them rightly for new PPP rollout Training Preferences across different Employee Classes Trainings Class I Class II Class III Class IV Overall AMR/AMI 3 0 5 0 8 GIS Based Asset Management 1 1 0 0 2 Distributed Energy Resources and μ-Grid 1 1 1 0 3 Load flow Studies 1 4 2 0 7 DTR Condition Monitoring 1 3 0 1 5 Electricity Pricing and Tariff Determination 2 1 2 0 5 Soft skills 0 1 0 0 1 Smart Grid Communication 1 1 2 0 4 Smart Energy Auditing 2 2 3 0 7 Smart Grid Testing and Compliances 2 2 1 1 6 Protection Systems & Protection Networking 1 3 2 1 7 Open Access Systems 1 2 0 0 3 ERP & IT Systems 1 1 2 0 4 Leadership Programs 3 2 2 0 7 Smart Grid Distribution Automation 2 3 3 0 8 Smart Operation and Management 2 2 3 1 8 DTR Smart Metering and DTR Analytics 1 2 1 0 4 Field Analytics 0 1 1 0 2 Demand Side Management Services 1 1 0 0 2 Billing and Commercial Automation 2 1 4 4 11 28 34 34 8 104
  17. 17. Client Problem Solution Approach Results Quarterly Assessment of Customer Satisfaction with Business Processes • Client wanted to monitor each process which interfaces with the end customer to monitor the challenges being faced by them and to obtain their feedback and opinions on various aspects of its service delivery 4/11/2014 © pManifold. All rights reserved. 17 for a Power Distribution Franchisee company with 4+ lac consumers • 800 systematically sampled customers were interviewed for the process that they had used in the last quarter. • The results were presented as Management Dashboards with drill down capability in MS Excel. • Key improvement Areas for each process was identified and presented to individual process owners and top management for action.• pManifold understood the business processes involved and developed assessment questionnaires covering the key performance metrics of the process on which the customer feedback is collected. These primarily include Customer Satisfaction, Ease of process, Turn-around-Time, Staff behavior and Non-compliances e.g. additional payments, etc • Computer Assisted Telephonic Interviewing (CATI) was used to reduce costs and ensure direct traceability to end customers. • 8 customer facing process were covered, – New Service Connection – Meter Management – Customer Service – Meter Reading – Bill Distribution – Complaint Handling – Collections – Operations and Maintenance
  18. 18. Financial & Bankability Modeler – Power Distribution Franchisee Model Covers.. • Tariff orders & RFP parameters trends • Capital Expenditure Planning • Depreciation & Working Capital calculations • Revenue and O&M cost calculations • Profit & Loss calculations • Income Tax calculations • Projected Balance Sheet • Cash Flows calculations • DSCR, IRR, Payback period calculations Clientele & Benefits • Some select companies includes Moser Baer, ACME, SIS, IRIDIS • The full powered Excel model with ability to simultaneously present 50+ scenarios allowed clients to deeply understand interrelations and varying sensitivity of different DF bid critical parameters, and create competitive edge 4/11/2014 © pManifold. All rights reserved. 18 Building Simulation Library and right Performance Metrics for investment decision support Outputs Units Scenario 1 Scenario 2 Total Equity throughout project Rs. Lacs 11,783.78 10,727.81 Equity NPV @ Cost of Equity Rs. Lacs 8,440.66 5,514.26 Project NPV@WACC Rs. Lacs 14,106.41 10,951.30 Equity IRR (MIRR formula) % 27.04% 22.26% Project IRR @ WACC (MIRR formula) % 21.41% 18.90% Project Payback years 6.77 7.64 Equity Payback years 6.49 7.78 Average DSCR for period of loan repayment ratio 2.85 2.21 Return on Equity (ROE) % 44.24% 34.25% Return on Capital Employed (ROCE) % 16.74% 16.17% Levelised Cost of Supply to DF per unit purchased Rs./unit 5.02 5.42 Levelised Avg. Revenue Realised by DF per unit puchased Rs./unit 5.45 5.88 Average O&M cost per Billed unit Rs./unit 0.40 0.36 Average O&M cost per Input unit Rs./unit 0.34 0.31 Quoted Levelized Input Bid Price (w/o TIR) Rs. Per unit 3.133 3.127 Actual Levelized Input Bid Price (w/ TIR) Rs. Per unit 4.35 4.67 Levelised ABR Rs. Per unit 6.31 6.76 (Levelised ABR)/(Quoted LIP) Ratio 2.02 2.16 (Levelised ABR)/(Actual LIP) Ratio 1.45 1.45 Inputs Units Scenario 1 Scenario 2 Capex Rs. Lakhs 15000 17500 Employee Cost per unit Rs. Per unit 0.2 0.18 Bid price growth rate: choice Curve 1_Minimum 2_Assumed Bid price growth rate % 1.50% 1.50% Rate Offered Year 1 Rs. Per unit 2.450 2.475 Equity % % 30.00% 30.00% Cost of Equity % 14.00% 14.00% Term Loan Interest rate % 15.00% 15.00% Annual Technical Loss reduction % 20.00% 17.00% Annual Non-Technical Loss reduction % 20.00% 20.00% Collection Efficiency improvement Rate % 10.00% 11.00% Avg. Tariff growth rate % 5.00% 6.00% Avg. Billed units growth rate % 13.00% 9.00% Key Outputs from the Excel Financial ModelKey Inputs to the Excel Financial Model Hidden
  19. 19. Case Studies Utility Stakeholder Engagement • Events, IUKAN • Online Community Building • Customers Engagement 4/11/2014 © pManifold. All rights reserved. 19
  20. 20. IUKAN 2014 CONFERENCE AT DELHI Power, Water & Waste Utility Stakeholder Engagement biggest Conference Conference Highlights Topic Coverage 1. Reinforcing Local Ecosystem for Reforms 2. Benchmarking Operational success of PPPs 3. Improving Performance Contracting of PPPs 4. Innovating Outsourcing with Service Providers 5. Marketing Mass Behaviour change in Customers 6. Financing Loss Reduction& attracting Capital Program Agenda- Power Program Agenda- Water 6 power packed sessions each in 2 Parallel Tracks 48 thought leading speakers 250+ participants from Companies 150+ companies 62 BEST Practices published from 36 companies 11 Companies Awarded for their best practices http://www.iukan.in/conference- 2014 Case Study 4/11/2014 © pManifold. All rights reserved. 20
  21. 21. Community of Practices – Power, Water, Health & IT Engaging Social Media Power Distribution Franchisee Water Sector Reforms India Global Life Science Business in India growIT.in 4/11/2014 © pManifold. All rights reserved. 21 Using Technology and Social Media to build Knowledge Portals and Professional Communities (over Linkedin, Facebook, Joomla, Drupal, Wordpress etc.) • Linkedin Community – PDF, w/ focus to scale Power Franchisee model in India • Growing 650+ professionals & Top Leaders • Linkedin Community – WSRI, w/ focus to expedite Water reforms • Growing 100+ professionals & Top Leaders • Linkedin Community – GLSBI, major deals, Co-development, M&A, Joint Venture, out -licensing, In- licensing of Formulations, OTC products, drug discovery etc. of Indian companies with international firms • Growing 175+ Global professionals & Top Leaders • Portal growIT.in, connecting Talent and making local s/w companies visible globally • 200+ subscribed IT companies, 1000+ subscribed readers • Database, Research Reports, Articles, News, Events, Polls, Job portal, IT SEZ, News letter, Blogs etc. • 30K+ unique hits in less than 1.5 year Blog.pManifold.com is highest visible blog amongst Indian utility professionals Case Study
  22. 22. Integrated Customer Engagement Monitoring Customer Records Land survey Online survey Mobile SMS survey Customer Facilitation Center Collection Center Call Center Distributed Control Center Grievances Center Online Social Media Offline Campaigns pManifold brings ‘Science, Sense, Integration and Regularity’ on Customer side of Utilities 4/11/2014 © pManifold. All rights reserved. 22 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 Strategic Decisions | Operational Decisions | Revenue Assurance Informed decisions, in-time actions Segmentation, Profiling Awareness, satisfaction Better Customer Engagement + Expedited Loss Reduction Customer Analytics  Locally immersed  Adv. Mobile UIs  Real time tracking  GIS integration  High security  Vetted Methodologies  Established processes  Robust quality control  Adv. statistics/analytics  Micro strategy BI  Strict confidentiality Reliable Front End Robust Back End
  23. 23. Know Your CustomersKYC Design 2S & 3C Solutions, Services , Channel, Content, Communication Cocreate Closely monitor business performance & continuously improve Monitor pManifold’s continuous year round Managed Services for driving Utility’s Customer side initiatives 4/11/2014 © pManifold. All rights reserved. 23 Engaging Utility Customers well and planning Operations, Revenue Assurance & Employee + Vendor Engagement around them Intelligence Education Satisfaction  Annual Baseline surveys (door-to- door) capturing Utility Customers (& key stakeholders) Opinions, Preferences & Satisfaction (UCOPS©) across all categories  Efficient Process/Quality control of Customer Indexing and rightful data integration for regular billing and auditing with utility chosen IT (one time)  Useful customer insights via Quarterly Analytics on legacy customer records and all complaints data  Identifying Customer Education & overall PR needs and driving planned campaigns & weekly communications via myUtility.in© and appointed PR agency  Quarterly Design Workshop with Utility Employees analysing Customer feedback and designing prioritised interventions  Design & quarterly review of Customer Satisfaction KPIs in Performance Management System of Utility Employees  Continuous Quarterly Customer Satisfaction monitoring via Telecalling across key Customer processes like New Service Connection, Meter Mgmt., Customer services, Bills Distribution, Complaints handling etc.  Bi-annual Contact centers (CFCs, Payment centers, Call centers) Performance Audits Annual Employee Satisfaction survey, & Recognition. (Identify Training needs) pManifoldSolutions 1 2 3 4 5 6 7 8 9
  24. 24. Let’s get in touch… Joinusinourconversationsat, Power Distribution Franchisee AT&C Efficiencies True Distributed Generation Power Distribution Franchisee Community of Interest Connecting talent & Making Local companies discoverable pManifold Insights Premium & Free Reports, Presentations, and more… pManifold Community Blog Articles, technical notes. Talk to us or drop by… Sandeep Waghmare +91 98237-58532 Sandeep.Waghmare@pManifold.com Rahul Bagdia +91 95610-94490 Rahul.Bagdia@pManifold.com India (Main office) 741 Byramji Town Opposite Marina Residency Byramji, Nagpur - 440001 Maharashtra, INDIA http://www.pmanifold.com USA (Liaison Office) 2020 Calamos Ct., Suite 209 Naperville, IL 60653, USA Mr. Dinesh Jain +1 630-853-3520 dinesh.jain@pManifold.com Let’s deploy our insights and actions for your business to improve and grow! Water Sector Reforms - India Community of Interest 4/11/2014 © pManifold. All rights reserved. 24

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