1. Independent Customer Survey
(EUCOPS) for Power Distribution
Utility (Licensed/Franchised)
*EUCOPS – Electric Utility Customer Opinions, Preferences and Satisfaction
Catalyzing emerging business models through
STAKEHOLDER ENGAGEMENT | CONSULTING | RESEARCH
September 27, 2012 pManifold Business Solutions Pvt. Ltd. 1

2. We are an Information and Advisory Services company with
focus on Emerging Markets
Customer & Market Research for Utilities in Power, Water, Waste, Gas, Transport
etc. is one specialization area
Utility
• Power Distribution Franchisee
Research • Water utility Privatisation
• Waste Management
Our broader services
Clean Technology
• Solar
catalyze emerging • Energy Efficiency and ESCO
business models for big
and small businesses in Infra
high growth, Consulting
• PPP models
developmental sectors,
through… Education
• Higher Education Privatization
Stakeholder
ICT
Engagement • ITO/ITES/BPO expansion in emerging
locations
Health
• Out Licensing and Outsourcing
.
.
.

3. … specially when utilities are monopolistic?
WHY CARE CUSTOMERS..
September 27, 2012 pManifold Business Solutions Pvt. Ltd. 3

4. Loss Reduction is core to Utility success and for it both
Network and ‘Customers’ need to be managed
Engaging & Managing ‘Customers’ can lead to faster ‘Commercial losses’
curtailment and hence better ROI realization
• Part Payment by Consumer
1 • Non Delivery of Bills
Technical Commercial • Non Payment by Consumer (Defaulters)
• Premise Disconnected with Dues
Losses Losses All relates to
Customers
• Consumer not billed / under-billed
2 • Provisional Billing
• Bills pending for Quality Check (BQC)
• Bills pending for assessment
1 • Meters installed but not appearing in data base
• Un-metered connections (Unauthorized
Colonies, JJ Clusters, Street Lights Poles)
2
• Meter (address) not traceable
3 • Import / Export Metering Error
• C T Ratio Errors
• Stop / Slow / Defective Meter
3
• CT Ratio Errors
• Meters not read
• Mismatch of Meters
4
• Direct Hooking
4 • Tampering / By-passing of Meter
• Misuse of Category
• Use of Multiple Connections - Misuse of Slab
• Sanctioned Load lower than actual usage
9/27/2012 www.pManifold.com DF – Distribution Franchisee 4

5. Higher ‘Customer Engagement’ reduces effort of new Private
Operators to reduce losses & build positive brand Image
Better efficiencies in Theft control, Metering, Billing and Collection, from increased
‘Customer Engagement’
Overall Loss
Reduction
DF fulcrum
Private 1
Effort Customer Engagement
(Private effort reduce if Customer Engagement increase)
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6. Integrated Framework for ‘Systematic & Continuous Innovation’ of
Customer Engagement
HOW TO BUILD CUSTOMER
ENGAGEMENT?
9/27/2012 www.pManifold.com 6

7. Customer Engagement is managing both ‘Perception’ and ‘Performance’.
It starts with Modeling and Measurement and that is EUCOPS.
EUCOPS results integrate with overall Strategy, Structure and Systems
•Customer Behaviors
•Utility customer facing processes
Model
•Customer Performance
•Operational
Performance
•Financial Performance
Monitor Measure •Customer Satisfaction
•Service Levels
Customer
Engagement
•Customers & •Behaviors & trends
Opinion Leaders
Engage Analyze •Cause-Effect
•Employees Relationships
•Road map for Customer Design
engagement
• KPIs
9/27/2012 www.pManifold.com 7

8. pManifold’s Framework and Methodology
EUCOPS
ELECTRIC UTILITY CONSUMER OPINIONS, PREFERENCES AND SATISFACTION
9/27/2012 pManifold Business Solutions Pvt. Ltd. 8

9. Value Proposition of our EUCOPS study
Building Effective 2-
Increased Public
way
Awareness &
communication
engagement with
channels between
Tie EUCOPS results Utility
Utility & Customers
with Customer
database &
Brand building
Network
Monitoring for
deeper analytics
Prioritize system
Support to top
investments for
management to
better ROI &
monitor ground
Customer
issues
Satisfaction
Design of new and
Identifying key Improving ROI & better services &
issues affecting
Customers
Customer delivery channels
Satisfaction (Ex. Energy
Satisfaction
Efficiency, DSM)
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10. Methodology Overview
• A Division level “land survey” will be conducted to profile and measure satisfaction & key
preferences of the electricity customers. The survey will cover the entire Franchisee areas of all
population strata in the selected region. The land survey will be conducted through paper, phone
and/or online mediums depending upon demographics.
• The sampling will be done on “Stratified Random” basis with different electricity consumer types;
For example - Residential, Commercial, Industrial and Agri across both LT and HT segments.
Regional clusters/grids with dominant or high density of these consumer categories will be chosen.
Then a random selection of survey respondent will be undertaken in defined clusters.
• Clusters/grids will be allocated on the basis of connected load with attempt to spread grids across
the region to cover all electrical divisions. The grids and random samples chosen within will be kept
distant to allow capture of different localities responses to their local power infrastructure.
• A comprehensive GIS model will be used for survey planning and visualization of the sample grids
to avoid any sampling mistakes during data collection.
• Secondary research and local intelligence will be employed to identify clusters. Utility customer
records and if any network monitoring analytics will form major source for secondary research.
8/8/2011 pManifold Business Solutions Pvt. Ltd. 10

11. EUCOPS Framework - Factors & Attributes
Consumption Profiling Satisfaction questions on 7 Factors Opinion Questions
 Electricity consumption  ‘Forced Choice’ 5 point Likert scale – VS, S, DS, VDS, NA  5 point Likert scale –
 Profession & Education level  Order of Importance for all Attributes SA, A, N, DA, SDA
 Economic status  7 Factors – total 27+ Attributes  Validation
 Meter type, backup devices etc.
1. Unplanned Outages
2. Planned Outages
3. Voltage Stability
4. Safety & Maintenance
5. Local Electricity Infrastructure 7. Ease of New Meter
6. Breakdown Restoration Power Quality & 8. Resolution Meter Complaints
Reliability 9. Resolution Billing Complaints
10. Customer Service Response Time
11. Staff Behavior
27. Capability Company Image
Customer 12. Access to customer service
28. Community Engagement Service
CS
13. Advance notice about disruption
14. Advance notice about public work
25. Complaints Traceability 15. Awareness- Energy Efficiency
26. Online Accessibility of Information 16. Awareness- Customer Rights
Access & Record Communication 17. Communication Modes
Records Handling
18. Meter Accuracy
23. Fairness of Price 19. Bill Receipt on Time
24. Value for money Meter Billing 20. Billing Accuracy
Price
and Payment 21. Easy bill understanding
22. Modes of Payment
11
This EUCOPS framework is suggestive as already deployed at more than 13 sites. It could be customized for region/client specific.

12. Process Flow with Quality Control
Smart Mobile phone based data collection automates GIS coding & digitization, and
strengthen traceability of field data collection with copy of bill/meter
F F F QC
Survey Questionnaire Sample Plan Survey GIS Plan Survey Team Training
Inputs • 95% ± 5% Confidence • GIS grid allocation covering • 1or 2 days training (faculties +
• Inputs from all Level at sub-Division Level DCs students)/ External Agency
Stakeholders • Coverage of proper • Coverage geographically • 1 day practical on-site session
subgroups within a segment spread & as per utility issues for team members
QC QC QC
Survey Execution and Survey Data Digitization GIS Mapping Data Analysis
Monitoring • MS Access database • GIS Mapping of • CSI Calculations
• Daily updating by team digitization (in case of Respondents • Pattern and Trend
members, Daily data check paper based surveys) • Associating data and Analysis
• Daily customer feedback call • Consistency Check KML generations
F F
Management Reporting Final Top Final Reports with recommendations.
Management
Presentation Next Steps (‘Service Level Assessment’ &
‘Customer Engagement’)
F – Feedback from Client 12
QC – Quality Checks for Survey Data Authentication, Validation

13. SAMPLE ILLUSTRATIONS OF
RESULTS – HOW IT HAS HELPED
OTHERS…
9/27/2012 Copyright (c) pManifold 13

14. ILLUSTRATION
Benefits for the Top Management
• Overview of what is important to customer • Dashboard view to compare Zones across 7
and how they feel they are being served factors of customer satisfaction
Gap between Expectations
& Perception of utility’s
Performance
Power, Quality
& Reliability
20%
15% Customer
Company Image
Service
10%
5%
0%
Information
Access & Rec Communication
Handling
Trend view of improvement in customer’s
satisfaction from baseline
Meter, Billing &
Price
Payment
Weighted CSI (Perception)
Weighted Order (Expectations)
September 27, 2012 pManifold Business Solutions Pvt. Ltd. 14

15. ILLUSTRATION
Benefits for the Strategy team
Identification of Priorities for planning improvements (both Capex and Opex)
Importance HIGH
1.30
Fairness of Price
Customer Priority Matrix
Value for money
1.20
Unplanned Outages
Meter Accuracy
Satisfaction HIGH
Satisfaction LOW
Advance notice about Planned Outgaes
1.10 disruption
Advance notice about public Bill Receipt on Time
Service Response Time work Billing Accuracy
Resolution Billing
Resolution Meter Complaints Voltage Stability
1.00 Complaints Safety & Maintenance
Awareness- Consumer Breakdown Restoration Easy bill understanding
Rights Capability Modes of Payment
0.90 Complaints Records
Awareness- Energy Efficiency
handling Ease of New Meter Staff Behavior
Communication Modes
Community Engagement
Online Accessibility to
records
0.80
Access to customer service
0.70
40.00 45.00 50.00 55.00 60.00 65.00 70.00 75.00
Importance LOW
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16. ILLUSTRATION
Benefits for the Operations team
Detailed GIS views for 28 attributes to identify specific geographic areas and
customer segment to focus upon
FACTOR I: POWER QUALITY & RELIABILITY
A1: Unplanned outages - How satisfied are you with frequency and duration of unplanned outages?
5/5/2012
Satisfaction Level across different divisions
Zone 3 n= 340
DC Location
Zone 2 n= 345
Copyright (c) pManifold
n= 342
Zone 1
Overall n= 1027
• Localization of customer
issues (28 attributes) relative
0% 20% 40% 60% 80% 100%
to DC location with easy GIS
VS S DS VDS NA
visualisation
Order of Importance
7% • This allows improved
diagnostics by local DC team
53%
and own the end results
40%
• Could allow creating a
L M H
n= 1027 customer satisfaction tied
employee incentive
Key Observations structure
 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
Relative Order of Importance
 Number of client registered Log Complaints is
higher in Zone 3, matching above CSAT results
LOW HIGH
Overall Zone 1 Zone 2 Zone 3
Inferences drawn from GIS map may not be statistically relevant.
9/27/2012 © pManifold. All rights reserved. 16

17. WHY PMANIFOLD?
September 27, 2012 pManifold Business Solutions Pvt. Ltd. 17

18. pManifold has broad portfolio in the Distribution Utility/Franchisee space
with deep understanding of ground challenges
Active and independent contributor for scale-up of Power Distribution Franchisee Model
Stakeholder Providing Bid/Deal Customer/Demand
Research Reports Consulting
Engagement Intelligence Studies
• pManifold’s • Input Based • Regular DF bids • Conducted EUCOPS • Technical Due
Linkedin-based Distribution and Deal Tracker study for 5 DF Diligence and
Community of Franchisee Market • Supported utilities in 3 states Financial modeling
Interest on Power in India (published informed bidding (MS, MP, Orissa) for Distribution
Distribution 2012Q1) by DF Bidders & with total 6000+ Franchisee bidding
Franchisee is the • Smart Metering influenced RFP customer at MP, MS and
largest and most Landscape and design by GoMP interviews. Jharkhand states
active virtual adoption (for 3 towns of MP • Conducted • Power DF entry
platform in India challenges in India – Willingness to Pay strategy
DF space. (due in 2012Q2) Gwalior, Ujjain, and (WTP) study for an
• Conference on Sagar) utility with 1000+
‘Utility Monitoring • Detailed RFP customers for new
& Distribution analysis and privatization model
Franchise (DF) - customer financial closure
Enhancing SEB‘s segmentation
Performance’ for • Socio-economic
IIES analysis to
• Active blog on estimate load
Smart Distribution growth
covering sectoral • Detailed Financial
activities and modeling for bid
knowledge sharing. estimation
9/27/2012 www.pManifold.com 18

19. pManifold’s Value Proposition
Creating standard customer ratings across different Utilities at all India level
through..
Independent Assessment Integrated & Scientific Methodology
• Clear, transparent & structured ground reporting to • Validated sampling & survey methodology with
Top Mgmt. and Operations Team National and International experts
• Potential independent reporting and share of • Transparent and Traceable data collection through
customer engagement results with Licensee and usage of GPRS enabled mobile phones and geo
Regulators (only if requested) tagged customer-meter picture
• Strict confidentiality of data maintained, and strong • Integration of customer data from varied primary
ethics followed sources (Records, land/ online/ sms surveys, touch
• Potential leverage in improving utility credit rating points, social media etc.) and secondary
demographics to build strong customer
understanding
Core Competence Competitive Benchmarking
• Modeling , and Measuring customer behavior • Ability to benchmark results with other power
• Robust statistical and analytical engine to integrate Distribution utilities (only if registered for filtered
varied information to build relevant Business data sharing in benchmarking database)
Intelligence (with powerful GIS visualizations) • Share and learn best Operational and/or Customer
• Broader portfolio in Power Distribution sector to strategies practices from other utilities
bring business value add to utilities
• Wider engagement through digital platform with all
key utility stakeholders at pan India level to bring best
collaboration and business value to utilities
* Sampled 6000+ customers until Sep 2012
9/27/2012 www.pManifold.com 19

20. Our team
Globally connected, Locally immersed, functionally diverse, Knowledge driven …
Management Team Advisory
• Rahul Bagdia – Co-Founder. Leads the CleanTech • Dr. Ashok Jhunjhunwala
Practice at pManifold. Earlier, he led the PE fund in Rural Prof. IIT-Madras
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 • Dinesh Jain
Arbor; and a BE (Mechanical) from VNIT Nagpur Founder Agaami Inc, USA
• Faiz Wahid – Co-Founder. Leads the Education and ICT
Practice at pManifold. Earlier, Faiz worked in Product • T.R. Krishnaswamy
Marketing for NXP Semiconductors (formerly Philips) Founder Energreen Power
Netherlands and also led global Banking-Technology
consulting assignments for Cognizant in Switzerland &
India. Faiz holds an MBA from HEC Paris/Univ. of Virginia • Dr. M. Vidyasagar
USA, MS (Software Engg) from BITS Pilani and BE Prof. Univ. Texas Dallas
(Electrical) from VNIT Nagpur.
Business Partners
pManifold maintains links with established business partner consultants (and field partners) who have strong
domain (local) experience and their own teams to deliver upon assignments of larger magnitude.

21. Let’s get in Let’s deploy our insights and actions
for your business to improve and grow!
touch…
Join us in our conversations at,
pManifold Insights
Premium & Free
Reports, Presentations, and Talk to us or drop by…
more…
Rahul Bagdia Faiz Wahid
pManifold +91 95610-94490 +91 88056-55069
Community Blog Rahul.Bagdia@pManifold.com Faiz.Wahid@pManifold.com
Articles, technical notes.
India (Main office) USA (Liaison Office)
Power Distribution True
Distributed
Generation
Crystal Plaza, Level 2 2020 Calamos Ct.,
276 Central Bazaar Road, Suite 209
Franchisee
AT&C
Efficiencies
Power
Distribution Ramdaspeth, Nagpur - 10 Naperville,
Community of Interest Franchisee
Maharashtra, INDIA IL 60653, USA
http://www.pmanifold.com Mr. Dinesh Jain
+1 630-853-3520
Connecting talent & Making dinesh.jain@pManifold.com
Local companies discoverable
September 27, 2012 pManifold Business Solutions Pvt. Ltd. 21

22. … for continuous Customer Engagement
OUR BROADER SERVICES ..
September 27, 2012 pManifold Business Solutions Pvt. Ltd. 22

23. Collecting, Analyzing and Reporting 1. Records
2. Surveys
customer data from multiple sources 3. Touch Points
Embedding distributed ‘Sensors’ for LIVE experience capture 4. Social Media
of customers transacting with utility products and services
Collection
Customer
Center
Facilitation Call Center
Center
Mobile SMS Distribution
survey Center
Online CGRF and
survey IGRF
Online
Land survey Social
Media
Integrated
Customer Customer Offline
Segmentation, Profiling Awareness, satisfaction
Records Engagement Campaigns
Monitoring
Customer Analytics
Strategic Decisions | Roll-out Decisions | Operational Decisions
Informed decisions, in-time actions
Better Customer Engagement
9/27/2012 www.pManifold.com 23

24. Continuous year round ‘listening’ to Customers and facilitating
informed & timely decisions (both Strategic and Operational)
Recommended Basic annual service package for Integrated Customer Engagement
Monitoring
1 Stakeholder Survey - Management Summary: Top results for Customer Satisfaction Levels and
Customer Survey priority matrix (Satisfaction vs. order of importance)
Standard EUCOPS - Detailed Report: Segment wise results for each attributes with Detailed
*Custom Pulse 'Online' survey GIS mapping, including detail demographics
*Custom Pulse ‘sms’ survey - * Detailed Demographic report - socioeconomical, ethnographical,
Review of key Opinion Leaders political and other relevant indicators
- Real time Data access: Read access to Real time field Data as collected
- Formatted Excel Data and Tables
- Formatted GIS Data file to allow interactive GIS visualization
- Time Trend & Benchmark Report: Time Trend Report if repeat surveys.
Additionally benchmarking Data from other EUCOPS completed utilities.
- Review of key Opinion Leaders for issues and challenges
2 Service Quality Assessment
Touch Points Assessment - Management Summary & Detailed assessment report of customer
Customer Facilitation Centers (CFCs) transaction with services offered at various touch point’s (CFCs, collection
Collection Centers centers, call center etc.). At Transaction level, KPIs like servicing time,
Customer Call Centers customer satisfaction, feedback (if any) will be reported. At touch point
Distribution Centers level, KPIs on cleanliness, staff behavior, customer delight etc. will be
Grievance Redressal Forum(s) reported.
*Complaint Analytics - Causal analysis of Customer Satisfaction with Absolute Service Levels and
internal KPIs
- *Analytics & MIS of complaints, customer info, & resolution quality
3 Online Customer Engagement
Website Review - Website review, and recommendation for design and content to foster
Social Media Monitoring & Analytics customer interactions and engagement
- Online monitoring of engagement on social media
9/27/2012 www.pManifold.com 24
* Not included in Basic package

25. Some of our publications on Customer Engagement in
Utilities
• Some selected Blogs on our Customer Research:
– Why Customer's Satisfaction & Preferences are important for
Electricity Utilities?
– Can Customer Engagement at Utility help expedite AT&C loss
reduction?
– Leveraging Customer Perspective for a stronger Onsite, Local Due-
Diligence in Pre-Bid phase
• Some of our Presentations, past Webinars on Local
Intelligence on Consumers, Social demographics etc
– Utility Consumer Monitoring and Analytics
– Gwalior case study - http://www.slideshare.net/pManifold/p-
manifold-dfwebinar2012117
– Ujjain case study - http://www.slideshare.net/pManifold/p-manifold-
dfwebinarujjain2012210
September 27, 2012 pManifold Business Solutions Pvt. Ltd. 25