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pManifold Utility Practice 2015

Partnering in Market Development for innovations in solutions, services and reform models

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pManifold Utility Practice 2015

  1. 1. Utility Research and Consulting Partnering in Market Development for innovations in solutions, services and reform models  Customer Intelligence  Market Intelligence  Investment Intelligence  New Business Modeling  POC/ Pilot Management  M&E, Audit, Impact Assessment  Communication & Outreach  Stakeholder Engagement  Mobile & Web Apps
  2. 2. Our Sectors Power Water Waste Renewables Cities 5/2/2015 © pManifold. All rights reserved. 2 include Utilities those provide services to the mass customers …
  3. 3. Our Services 5/2/2015 © pManifold. All rights reserved. 3 help build local and global ‘Intelligence’ and ‘engaging’ stakeholders to shape ‘sustainable utility businesses’ and new solutions, services and reform models INTELLIGENCE (DECISION SUPPORT) ENGAGEMENT (POSITIONING & OUTREACH) Market Intelligence - Market Sizing - Competitive Analysis - Stakeholder Analysis - Go-to-Market Strategy - Industry Outlook studies Investment Intelligence - Market/ Business Due Diligence - Investment Feasibility - TEV study - Financial Modeling - IP Valuation New Business Modeling, POC, Partnerships - New Business Modeling - Pilot Project Management - Scale-up Roadmap - Partnership Development - PPP Advisory Customer Intelligence - CSAT, Feedback, VOC - Customer Service Quality - Willingness to Pay - Demand Assessment - Customer Data analytics - Custom Surveys Monitoring and Evaluation - Performance Dashboards - Impact Assessment - Baseline and Benchmarking - Customer Service Level Benchmark - Audits Communications & Outreach - Policy Advocacy - POV studies - Blogs & Webinars - Events - Whitepapers - Newsletters - Social Media Campaigns Mobile & Web Apps
  4. 4. Our Value Proposition 5/2/2015 © pManifold. All rights reserved. 4 is to all players in the utility value chain. Additionally we engage them all to shape mass utility transformation. Audit and improve business processes and end-customer services delivery Operator Conduct Go-to-Market intelligence, design business case, establish value proposition, engage POC/ pilot, Brand Rationalisation Service Provider Benchmark and strengthen PPP model design, conduct stakeholders consultation, build baseline data, model financial risk & returns Consultant Conduct business due-diligence, and performance benchmarking on emerging to-invest business models Investor Support market development of new innovations & reform models, engage POC/ pilot, conduct demand/ supply research, survey customers for service level benchmarking Institution Conduct impact assessment of existing policies through engaging key stakeholders and end-customers, and guide new policy formulation Government
  5. 5. Our Clients 5/2/2015 © pManifold. All rights reserved. 5 span utility value chain, sectors, geography, size, countries OPERATORS INSTITUTIONS INVESTORS CONSULTANTS SERVICE PROVIDERS and more….
  6. 6. • Dr. Ashok Jhunjhunwala Prof. IIT-Madras • Dinesh Jain Founder Agaami Inc, USA • Anil Parakh Partner VKSCA • Dr. M. Vidyasagar Prof. Univ. Texas Dallas Our Team Management Team • Rahul Bagdia – Co-Founder. Leads the Utility Practice and broader Business Development at pManifold. Earlier, he led the PE fund in Rural Energy for IFMR Trust, Chennai (supported by ICICI) and also the R&D for a German automotive component supplier BHTC Inc. in North America. He holds dual Masters (Mech. & EECS) from Univ. of Michigan, Ann Arbor; and a BE (Mechanical) from VNIT Nagpur. • Faiz Wahid – Co-Founder. Leads Client Delivery & Engagement, and also IP Team at pManifold. Earlier, he worked in Product Marketing for NXP Semiconductors (formerly Philips) Netherlands and also led global Banking-Technology consulting assignments for Cognizant in Switzerland & India. He holds an MBA from HEC Paris/Univ. of Virginia USA, MS (Software Engg) from BITS Pilani and BE (Electrical) from VNIT Nagpur. Advisory is globally connected, locally immersed, functionally diverse, Knowledge driven … 5/2/2015 © pManifold. All rights reserved. 6
  7. 7. Our Forum IUKAN is all-utility all-stakeholders engagement 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 2014 5/2/2015 © pManifold. All rights reserved. 7 IUKAN 2014 - Delhi
  8. 8. Our Projects • Customer Intelligence • Market Intelligence • Investment Intelligence • New Business Modeling, POC, Partnerships • M&E, Audit & Assessment • Stakeholder Engagement • Communications & Outreach • Mobile & Web Apps 5/2/2015 © pManifold. All rights reserved. 8
  9. 9. • 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 5/2/2015 © pManifold. All rights reserved. 9 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
  10. 10. • 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 5/2/2015 © pManifold. All rights reserved. 10 Engaging Customers to map their WTP, and educating on benefits of Metering and new PPP Sampled wards
  11. 11. 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 5/2/2015 © pManifold. All rights reserved. 11 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
  12. 12. Market Research – 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 5/2/2015 © pManifold. All rights reserved. 12 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
  13. 13. 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 5/2/2015 © pManifold. All rights reserved. 13 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
  14. 14. 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 5/2/2015 © pManifold. All rights reserved. 14 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 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 16
  15. 15. 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… Faiz Wahid +91 88056-55069 Rahul Bagdia +91 95610-94490 India (Head office) 741 Byramji Town Opposite Marina Residency Byramji, Nagpur - 440013 Maharashtra, INDIA New Delhi 303 B, Enkay Town Plaza, I-Block, Palam Vihar Gurgaon-122017, USA 2020 Calamos Ct., Suite 209 Naperville, IL 60653, USA Mr. Dinesh Jain +1 630-853-3520 Let’s deploy our insights and actions for your business to improve and grow! Water Sector Reforms - India Community of Interest 5/2/2015 © pManifold. All rights reserved. 15