2. Houston •
• Little Rock
• Minneapolis
About CenterPoint Energy
• Public company traded on the New York Stock Exchange
(CNP)
• Headquartered in Houston, TX
• Operating 6 business segments in six states
• Electric transmission and distribution
• Natural gas distribution
• Interstate pipelines and natural gas gathering (recent master limited
partnership formed – Enable Midstream Partnership)
• Serving 5.4 million electric & gas customers
• Managing 2.3 million electric smart meters in Houston electric service area.
Delivering 77 Gigawatts for 115 Retail Electric Providers in the Texas
Competitive Electric Market
• $22 billion in assets, $8.5 billion in revenue
• 8,827 employees
• Over 130 years of service to our communities
2
3. Topics
Drivers
Intelligent Design – Solution Frameworks
CenterPoint Intelligent Energy Reference Architecture (CIERA)
Building the future – work in progress
3
Final Thoughts and Questions
4. Intelligent
Energy
Solutions and
Services
Consumer Technologies
Information
Technologies
Operational & Business
Technologies
Convergence
Smart Phone and Tablet Technologies
Multi Channel Interaction & Social Media
Affordability Information accessibility and sharing
Internet of Things
Smart Meter
Intelligent Grid & Demand Management
Software as Service, Citizen Software & Services
Mobility, Preferences, and Real-Time
Big Data and Complex Event Processing
New Service Models.. Cloud
Cyber Security
Convergence is driving new thinking,
strategies, and services - and requiring
innovative approaches and
technologies….
We are being driven to a different future, an “intelligent” future…
4
5. How do approach future design?
“Evolution versus Intelligent Design” – A look to complex biological systems
• Evolution is a process that results in changes in a population spread over
many generations. Biological evolution, simply put, is descent with modification.
This encompasses small-scale and large-scale changes
• Intelligent Design states that only the guidance of an intelligent power can
explain the complexity and diversity that we see today -- that life as we know it
could not have developed through random natural processes
Many of our utility technologies “evolved” requirement by requirement;
however, as we look to the future “intelligent design” will be essential
because of the sophistication and complexity happening today
5
8. EAM
Enterprise Asset
Management
CCS
Customer
Care
System
PS&D
Planning,
Scheduling
& Dispatching
OMS
Outage Analysis
and
Management
MD
Mobile
Data
System
GIS
Geographic
Information
System
1
2
3
6
4
5
7
9
10
8
11
Operational Integration
Chart for Utilities – Future
(by 2020?)
13
12
MR
MV90
IDR Meter
Reading
14
IG
Intelligent
Grid
System
15
DCE
Data
Collection
Engine
MDM
Meter
Data
Management
16
17
18
CRM
Customer
Relationship
Management
19
DM
Demand
Management
& Response
20
21
CEP
Complex
Event
Processing
24
SA
Situational
Awareness
23
OAE
Operational
Analytics
Engine
22
MoM
Network
Manager of
Managers
25
SCADA
Supervisory
Control & Data
Acquisition
The “Intelligent Energy” future will demand more…
8
9. Challenge: The “Borg Effect” – “Resistance is Futile”
• Right out of Star Trek, the Borg have a singular
goal, namely the consumption of technology.
• Mantra - "We are the Borg. Your biological and
technological distinctiveness will be added to
our own. Resistance is futile."
Over the recent years we have seen the “Borg Effect”
across the utility technology footprint and it is
increasing. Acquisitions to consolidate previous a single
dimension bolt-on into larger footprints, larger systems
acquiring niche solutions and so on. This creates
challenges for implementation integration, master data,
error management for the utility…intelligent design will
not be without its challenges!
9
10. Challenge: Transitioning IT to the intelligent future while addressing
these opportunities…
• Event Explosion
• Big Data
• Analytics & Automation
• Modernization
• IT / OT
• Mobility
• Innovation
• Sustainability / Talent
• Consumer transformation
(technology, generational…)
10
11. A successful approach requires deploying anchors to create the
intelligent energy future…
Customer Choice:
Enabling consumers with the
knowledge, information and
capabilities to understand
and control their energy
choices
Intelligent Grid:
advancing the capability to
systematically manage and
control the grid as a “self-
correcting” system, improving
reliability, improving
recoverability during natural
events, and providing for
demand management &
response programs
Information:
the collection, security, translation and presentation of information
through monitoring, reporting, analysis and communications which
allow operating organizations and consumers to understand,
manage and control their energy responsibilities
Advanced Metering
Customer
Choice
Intelligent
Grid
Information
Advanced Metering System:
the capability to systematically record customer consumption,
to remotely monitor and control metered services, and the
collection of consumer based device information
Intelligent
Energy Future
1111
12. Intelligent Energy:
• Grid Control
• Sensing
• Usage, Outages
• Reporting, Analytics, Alerts
• Remote Diagnostics
• CRM / Billing / Pricing
• Competitive Retail Offerings
• Appliance Diagnostics and Offers
• Smart Energy Wizards
A successful approach requires changing the view from
“operations out” to “consumer in”…
1212
13. A successful approach incorporates “enterprise architecture as a
strategy” and “solution framework” thinking…
• Business Strategy Driven
o CenterPoint Business Strategy
o Business Unit Strategies
o IT Strategy
• Utility of the Future (Business View)
o Empowered Consumers
o Increased Open Markets
o Utilization of Demand Management, Response,
Renewable Energy, Electric Vehicles…
o Maintained and/or Enhanced Grid Reliability,
Resilience, Security, and Efficiency in the Face of
Increasing Complexity
o Increased Worker Safety and Productivity
• Utility of the Future (Technical View)
o Advanced Communications Infrastructure
o Sophisticated Consumer Systems
o Automated Grid Operations and Control
o Integration of Traditional, Renewable and
Distributed Energy Resources
o Effective Grid Planning and Asset Efficiency
o Increased Workforce Effectiveness
Mobility & Smart Devices
Information / Analytics
Collaboration & Communications
Core Applications
Customer Communications
Company Strategy
Business Strategy
IT Strategy
Business
Capability
Technical
Architecture
Enterprise Architecture
Frameworks
13
14. This approach produced forward thinking and resulted in our
CenterPoint Intelligent Energy Reference Architecture (CIERA)
• Framework Overview:
o Business Drivers
o Business Objectives
o Business Scenarios
o Business Capabilities
o Business Benefits
• Guiding Principles
• Scenario / Use Cases
• Maturity Model
• Technology Building Blocks
• Technology Building Block Gaps
CIERA is comprised of frameworks underlying Business
Services
6
FrameworkComponents
14
15. Enterprise Architecture Approach - Key Components
Business Vision, Enterprise Architecture, Building Blocks and Technical Architecture Articulate the Linkage Between Business Strategies and IT Assets
The Business Vision
Describes &
Interrelates Mission,
Vision, Goals and
Strategies with
Business Components
& Interfaces
The Technical Architecture
Describes the Physical
Implementation of the CNP
Technology, Standards and
Services
The Enterprise Architecture
Associates Main Business
Components with Enabling
Technical Elements from a
Business-Driven Perspective
The Building Blocks
are Logical
Components of Select
Technical Services and
are the Basis for
Technical Design,
Selection or Creation
15
Business Vision
Enterprise Architecture
(CIERA)
Technical Architecture
• Consumer Business Vision
• Business Strategy
• Major Interdependencies
• Common Business Components
• Diverse CNP BU’s
• Smart Energy
• Major Interdependencies
• Technical Infrastructure
• Applications
• Network
• Data / Information
• Service Management
• Security
Solution Building Blocks
“Frameworks”
• Mobility & Smart Devices
• Information / Analytics
• Collaboration & Communications
• Core Applications
• Customer Communications
Solutions Roadmap
• Business Initiatives Aligned to IT
Technical Projects
• Multi-Phased / Multi-Year
• Building Blocks and Supporting
Architecture
1
CenterPoint Business
Initiates a Project or
Initiative
2
Business and IT Develop
Detailed Requirements and
Validate Against
Frameworks and IT
Solutions
3
IT Capabilities Are
Reviewed and Designed
Against Business
Scenarios, Frameworks and
Architectures
The Roadmap is a
Multi-Year Plan of
Strategic Business and
Technical Projects
Linked to CNP
Business Strategies
4
Required IT Solutions are
Mapped to Support Business
Initiatives and Planning
Roadmaps
ActionableBusiness-Driven
TechnologyStrategy
ActionableBusiness-Driven
TechnologyStrategy
15
16. CenterPoint Intelligent Energy Reference Architecture (CIERA)
16
Customers Retailers
Service
Providers Regulators
Info
Workers Generators
Retailers
Service
Providers Regulators
Field
Workers
Info
Workers Generators Vendors Markets
Smart
Devices
Frameworks
Consumers
16
20. Working gap closure, for our Customer Vision Platform (CRM) implementation is
our PredictiveAnalytics Engine, focused on improved customer interaction…
BRF -
Predictiv
e
Algorith
m
BRF -
Predictiv
e
Algorith
m
Rule
Model
er
Rule
Model
er
Alert
Modeler
Alert
Modeler
PREDICTIVE
ANALYTICS
ENGINE
Business Rules Framework (BRF) Plus -
PREDICTIVE ALGORITHM:
Currently Designed in CRM using
Business Rule Framework (BRF Plus)
Ability to turn on-off any Business
Rule(s)
Rule Modeler
Configurable in CRM to evaluate the
qualification Criteria for Super 8
Business Process in an interaction
Prioritize Agent Alert Messages
Auto Insert “Categorization” in
Interaction Record to track the benefit of
PAE
ALERT MODELER
Configure Alert Messages / Dynamic
Variables / Themes / Icons / Tool Tip
Navigate to Context based Web UI
Screens with related Data Populated
Input – BP No / Premise
Details
20
21. 21
PAE Data Sources
and Interactions
BRF
RM
AMInput 1
Input 2
Input 3
Output 1
Output 2
Output 3
TRIGGER ACTION
PREDICTIVE
ENGINE
CRM PAE
First Preferred Data
Source for PAE
PAE gets data
PAE Provides data
Based on the
channel input,
the PAE is
triggered to
solicit information
and provide
information…
21
22. How PAE can be utilized in a Call Flow?
Proactive Communication:
0. Use PAE to qualify the customer and initiate Pro-active Customer Communication
Intelligent IVR Menu: (Consulting Approach by IVR)
1. Customer Calls Contact Center. IVR handles the call
2. IVR calls CTI and provide the “Account Authentication” information like ANI, Drivers License, Last 4-SSN
3. CTI requests CRM about the Predictive Analytics Details based on Account Authenticated Information.
4. Predictive Analytics Engine, executes the “Analytics Algorithm” based on data from CRM / ECC / BI HANA / Legacy System.
5. Based on Predictive Analytics Algorithm,
A. The results are included in Contact Attached Data (CAD)
B. IVR would provide “Intelligent Self Service Options”
Smart Routing:
C. Smart Routing to the correct agent based on Agent Skill Set / Availability and Customer Attributes
6. Agent receives the call and confirms the Customer
Proactive Customer Handling: (Consulting Approach by Agent )
7. Based on CAD, CRM raises appropriate alert messages from Alert Modeler
8. Agent acknowledge the issue to the Customer based on predictive details provided
9. Agent Performs “Consulting Interaction” with the Customer
CRM
IVR CTI
Predictiv
e
Analytic
s Engine
Alert
Model
er
Customer Agent
1 2 3
4
5
7
6
8
9
0
22
23. Predictive Process –Agent View (Working Example, In Realization Phase)
Messages are Categorized to “Super 8”
Business Process that accounts for about
76% of the total call volume
Most appropriate predictive process is
highlighted and subsequent details shown in
second level menu
Customer Specific Messages are generated
with Variables populated from various Data
Sources
Messages are presented in the Order of $$ /
Date / Caution and Information categories.
Agents would be trained to quickly identify
the information based on Icons
System automatically captures the Predictive
analysis output for future analysis
Deep Level Navigation that takes to the
appropriate subsequent screen
23
24. Business Benefits Enabling Capabilities Building Blocks
Scenario
Overview
Business Data
Warehouse
Cube
Other Data
• Improved ability to take proactive actions, reducing
unscheduled outages and overtime
• Improved customer satisfaction by reduction in forced
outages , proactive and timely outage notification,
and reduced time to repair
• Improved field crew utilization
• Reduced loss of revenue due to forced outages
Detect chronic transformer overload condition, predict significant transformer life reduction, initiate work management ticket
to correct or replace before failure.
• Complex Analytics
• Advanced Reporting Tools
• Asset sensing and instrumentation.
• Historical data accessible for extended periods of
time.
• Network connectivity is accurate and kept up to
date.
Web Information
Findings are entered into the model and the data
analysts tweak the model and modify the predictive
model as needed.
4
Work orders for transformer inspections or
replacement are issued .
3
The data analysts build predictive models that are
entered into the complex analytics engine .
Transformers that match the modeled patterns are
identified for inspection.
2
Engineers, working with data analysts use data
mining and complex analytics to develop
correlations between factors including voltage
variations, weather, and maintenance records .
1
1 2
3
4
• Developer Report Authoring
• Other Reporting Services
• Complex Analytics
• Data Mining Services
• Data Management Services
Framework Use Case: Equipment Load Management
24
27. Conceptual Data &Analytical Framework
End-to-EndAnalytical Process
Adapted to utilities from SAS Fraud Framework
27
28. Evolving Technology Data &Analytical Framework
End-to-EndAnalytical Process
Situational Awareness
Systems of Systems Management
Advanced Simulations
and Predictive Control
During our journey, we
learned our original
conceptual design was
just the beginning. The
look beyond requires
even more
sophistication to move
us forward:
• Situational
Awareness
• Advanced
Simulations &
Predictive Control
• Systems of System
Management
??
??
??
28
29. Outage to Restoration Framework: Technical Building Blocks with gap
assessment and closure from 2012 to 2020…
2015 20202012
29
32. • Identify Suspects: Analyze meter events, usage data and other enrichment data to deliver a prioritized list of
suspects with a quantitative confidence level that a diversion occurred.
DiversionAnalytics
32
48. Final thoughts to build the intelligent energy future…
Be “Intelligent Designers” and not “Requirement Evolutionist”
o Creativity & Innovation Expected
Get ready!
o “Increase leverage and tune” your core solution engines. Get them ready to be the “engines” of success
o Improve use & usability for internal users – help them move to the next level of performance to leverage the engines
o Turn the core “reporting” into interactive dashboards and information tools – enhance your current foundation
Customers – changes are on their way as new generations become “energy buyers”
o Customer generations are and will be increasingly technology savvy and will demand the same from us
o Customer facing simplification: easy interaction and personalized – “any time, any where, anything I need – simple”
Information Creates Value – next generation analytics are here
o Information Value – next generation dashboard, correlation, user integration / ease of use / valuable
o Begin the analytical journey – correlation, intelligence, situational awareness, predictive modeling
o Build the analytics engine. High volume, high speed information management (processing, filtering, selecting, predicting,
leveraging, modeling)
o Build, find, acquire or contract the talent for the future. Try new approaches to achieving results
Think to the future
o Solutions thinking, frameworks, have an IT strategy.
o What’s in your 2020 plan?
48
