Case Study highlights how Infosys proposed Roadmap for CIS Modernization & Integration for implementation of large scale integration Programs.

1. CIS Modernization Assessment
for AMI Implementation
Abstract
Infosys is working with one of North America’s largest investor-owned utility
to assess the Customer Service system readiness for AMI Implementation.
Infosys assessed the current Customer service application landscape and
utility’s AMI requirements to come up with a roadmap for making the
required system changes. The solution leverages Infosys’ CIS and AMI-MDM
integration experience, and service offerings for implementing large-scale
integration programs.
May 2010

2. Client Overview
The client is one of North America’s largest investor-owned utilities, with a base of 4.5 million customers.
The Business Need
• The utility is in the process of deploying smart meters in its service territory. To fully realize the potential, it needs to
make changes to some of the CIS components.
• The current CIS application, which is 20 yrs old, has an inflexible architecture on a legacy platform, which makes it
difficult and expensive to make ongoing changes.
• The utility is exploring options to extend the life of CIS, and surrounding applications, by 5-7 years.
• Several systems also need new components or complete replacement, due to technology obsolescence.
Expectation from AMI Implementation
Utility’s AMI implementation and the larger Smart Grid program is the main driver for making the changes to the customer
service applications. The AMI implementation includes installing 4 key systems, integrating it with the remaining customer
service application and enhancing the customer service applications, to deliver the full potential of the AMI implementation.
• Smart Meters
• Mesh (Neighborhood Area) Network
• Head-End System
• Meter Data Management
The utility expects the following features to be implemented as part of the AMI program:
• Implementation of a dynamic rate structure, which includes Time of Usage(TOU) rates with 4 to 6 tiers and a
combined CPP and PTR program
• Remote Connect/ Disconnect
• Demand Response, Home Area Network (HAN) and Demand Side Management (DSM) Programs
• Smart Customer Energy Management Portal
• Distributed Generation
• Pre-pay Metering with real time billing
2 | Infosys – Case Study

3. Key Challenges
The current application landscape has limitations, making the AMI changes difficult and costly. The challenges can be
categorized as follows:
• Monolithic architecture, making the
system rigid
TECHNOLOGY
• Point-to-point interaction between
interfacing applications
• Aging technology - SmallTalk,
Gemstone and COBOL
• Low flexibility of application because
of monolithic application design.
• Higher time-to-market. For example,
Introduction of a new rate/ charge
PROCESS
takes around 10 months to implement
and costs around 0.8 M USD.
• Testing effort in enhancements/ small
development takes a considerable
amount of time (more than 40% of
total effort).
SKILLS
• Difficult to retain skills for the complex
application/ niche technologies.
Infosys – Case Study | 3

4. The Infosys Solution
Infosys conducted a 6-week assessment, which included a 2-week onsite workshop to understand the utility’s AMI roadmap,
the current customer service application landscape, overall customer service and IT strategies.
At the end of the assessment workshop, Infosys delivered the final report on the architectural changes required, within the
current system, to support the AMI changes. A roadmap for implementing the changes and the budgetary estimates for those
changes was also provided.
The following activities were performed as part of the Assessment Workshop.
Proposed System Changes
Based on the utility’s current customer service application landscape and the requirement to change it for AMI
implementation, Infosys proposed 2 solution options:
OPTION 1
Implement a Package Solution (Minimal
changes to support business, till then by
extending the current architecture)
OPTION 2
Decide on Custom Solution (Incrementally
move systems/ components to the desired to-
be-state)
4 | Infosys – Case Study

5. Why Option 2 when we have Option 1?
CIS replacement projects:
• Cost too much, and the original estimate and final cost can be very different
• Take too long - approximately 3 to 4 years
• Overwhelm the organization, involve huge change -management and need high subject matter expertise (SME)
commitment
• Are extremely risky, have a success ratio less than 50%, and need huge investment with no guarantee of success
How is Option 2 any better?
CIS Modernization projects:
• Improve legacy CIS in steps for continuous value delivery
• Involve custom approach as per needs- replace and repair
• Need manageable investment amounts -typically 25% of CIS replacement
• Manage risk with relatively small incremental investment each year
• Involve focused limited scope and retraining needs
• Transform CIS, both functionally and technically
Infosys – Case Study | 5

6. Modernizing CIS
An ‘as-is’ system landscape transformed into a ‘to-be’ simplified system landscape.
METERING BILLING WIRES & ASSETS
Tariff &
Meter Automated Bill Asset & Work Outage
Exception
Inventory Meter Reading Presentment Maintenance Management
Management
Meter Route Complex Automation & Demand Side
Maintenance Management Billing Engine Control Management
Billing Usage
Work Order Customer Customer Credit & Payment
Allocation Dispatch Information Relationship Collections Processing
Order Service & Call Center Deposit
Field Devices Management Adjustments
Completion Trouble Orders Management
FIELD SERVICE CUSTOMER MANAGEMENT FINANCE
6 | Infosys – Case Study

7. • The various options, suggested along with
the cost and the roadmap, helped the
client prepare their implementation
roadmap
• The client could take an informed decision
on CIS modernization versus CIS
replacement
• The client also benefited from Infosys'
knowledge of AMI changes from other
utilities, as a validation based on what is
happening in the industry
Questions? Opinions?
Please visit
http://www.infosys.com/offerings/industries/utilities/pages/index.aspx