Discover a customer information system that delivers utility and property tax bills to citizens using a CRM and billing solution, a multichannel foundation, and a computing platform, all from SAP. See how the City of Kitchener, with Capgemini, started a transformation journey to deliver top services to those who have chosen Kitchener as their home. Presented at SAPPHIRE NOW 2016.

1. City of Kitchener’s Business
Transformation Through SAP
Orlando, May 17, 2016
Presenters: Joyce Evans and Prashant Gupta
In collaboration with

2. 2Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
Agenda
! Introductions
! Background and Business Issue
! The Transformation Journey
! Results and Lessons Learned
! Questions?

3. 3Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
Introductions
Joyce Evans
Director - Revenue City
of Kitchener
Joyce’s career in both Britain and Canada encompasses the
public and private sectors, including manufacturing, retail,
service, teaching, and municipal government. She is currently the
deputy city treasurer/director of revenue for the City of Kitchener,
Canada. She has been involved with several systems
implementations over her career, the most recent being the
implementation of SAP CR&B for utility and
tax billing.
Joyce holds a master’s degree in public administration from the
University of Western Ontario, a chartered directors (C.Dir)
designation from the Directors College. She is a Fellow Certified
General Accountant (Canada)/Fellow Chartered Professional
Accountant
Prashant Gupta
Capgemini
Capability Lead – NA SAP IS-U
Prashant is an experienced IT manager in the Utilities space,
focused entirely on SAP CR&B implementations and AMI
technology and have worked with Utilities across NA and
Europe.
Around 15 years of experience comprising of 9 years of working
with SAP for Utilities product suite (SAP CR&B, IS-U) and 4
years of AMI, Meter Data Management System (MDM/R,
MDUS) and Electric Vehicles Process integration with SAP
applications.

4. Background & Business Issue

5. 5Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
City of Kitchener – A Place to Call Home
City of Kitchener Revenue Division - $525 million in annual revenue
Municipal
Property Tax –
72,000
accounts
Utilities –
80,500
accounts
! The single largest revenue source for the City, representing approximately 67%
of total revenues.
! Property Tax billing requires multiple billing and adjustment of the billing period,
which typically is a Tax Year, based on the preliminary assessments,
supplementary assessments and adjustments to the assessments.
! Gas utilities billing based on consumption and unique requirements for Gas Distribution
Access Rules (GDAR) regulations.
! Water utility billing based on consumption.
! Wastewater billed based on water consumption.
! Storm water charges calculated based on category codes and number of dwelling units.
! Rental water heaters installed and rented for monthly fixed changes.

6. 6Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
Business Case – Why SAP?
! Robust system for the next 15-20 years
! Flexible and configurable solution
! Solid foundation for e-services, mobile computing and core Utility and PTAX functions
! Continued functional and technical enhancements through regular upgrades
! Alignment with the City’s corporate technology direction and industry trends
! Ability to leverage industry best practices
! Opportunity to capitalize on investment already made in SAP
Selecting the right partner – key differentiator for success
! Capgemini’s ‘A’ Team - track record of successful
SAP CR&B / Business Objects implementations
! Accelerated Time to Value and Program Risk
Mitigation
! Industry Leadership and Track Record
! Good degree of fit between the City’s
requirements and SAP CR&B’s functionality
! Development work to support Property Tax
requirements
! GDAR requirements for a gas distributor
! Reports and customer letters development
! Higher than average historical data conversion

7. The Transformation Journey

8. 8Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
The Project Success Reflects Our Team’s Efforts
M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M13 M14 M15 M16 M17 M18 M19
M20-30
Oct ‘14 Nov Dec Jan ‘15 Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan ‘16 Feb Mar Apr
Blueprinting
! 60 full day workshops
! over 1300 functional
requirements
! 40 Functional Design
Documents
Realization Build
! 350 development object
! 118 BI reports
! 600 configuration elements
! Basis and security
! Data migration
Realization Test
! 8000 test cases executed during
ITC1, ITC2 and UAT
! Over 4000 defects resolved
Cutover
! 5000 individual tasks
Hypercare AMS
Go Live
Capgemini iSAP Methodology Accelerator
! The City team involved 25 full time resources and approximately 40 part-time resources
! Capgemini onsite team at its peak was 50 resources supported by 70 right-shore resources spread
across 4 cities in India.
! Delivered over 50,000 pages of documentation
! Trained over 500 attendees in 65 training sessions
! Identified and addressed over 150 business impacts
One Team
One Success

9. 9Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
Capgemini’s UtilityPath – Certified/Pre-configured SAP Solution
What is Utility Path?
UtilityPath is Capgemini’s SAP-certified ERP
solution to enable Utility companies to
streamline operations, providing greater
visibility and control of core business
processes.
How was UtilityPath developed?
The UtilityPath solution was built over the
last six years, based on leading practices
and processes we’ve refined during multiple
implementations with Utilities. During each
implementation, we’ve improved the solution
by adding additional functionality (Capgemini
IP)
SAP Generic Products
(Suite on HANA, BI, CRM, IS-U)
Industry Specific Layer (Capgemini IP)
! Ad-hoc reports and analytics
! Mobility features
! Industry-specific transactions
! Improved user interface (Fiori)
Technology Management
Integration, data conversion, AM, IM, Security, Reports
! Pre-integrated
! Pre-configured
! Speed to value
UtilityPath
Client Specific
Core SAP Functionality
Client Specific
Core SAP
Functionality

10. 10Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
UtilityPath – Accelerated Approach to SAP Implementation
! Numbers in the bracket represent the
number of artifacts within UtilityPath.
! The deliverables represent a portion of
key project deliverables.

11. 11Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
The solution enables a house for the City’s operations
First full SAP CR&B (IS-U) implementation deployed in English language
to deliver:
! SAP IS-U – Device Management (DM), Financial Information and Contract
Accounting (FICA), Billing
! SAP CRM for Utilities – customer service and operations
! SAP MultiChannel Foundation – MCF – self-service portal for customers
! SAP HANA for Business Objects – Reporting
! OpenText Integration – archive management
! Redwood – batch scheduler for SAP batches
Property Tax Solution
OpenText and Redwood
Integrated,
consistent and robust
business platform
Capgemini UtilityPath
SAP IS-U & CRM & MCF
SAP HANA for Business Objects

12. 12Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
SAP MCF Enables Self-Service for Utilities and Tax Payers
MCF enables customers to view and self-manage
their accounts
! Billing and invoicing information
! Utility and Property Tax bills online delivery
! Availability of property tax information such as
assessments, billed amounts, adjustments
! Feature to enter meter reads for gas and water
! Feature to apply for storm water credits

13. Results & Lessons Learned

14. 14Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
Results and Lessons Learned
! Key differentiator for success is the right
partner that ensures maximum
collaboration.
! Innovation is the core of large endeavors
constrained by budget and timeline.
! SAP certified solutions such as
UtilityPath are scalable, integrated, and
comprehensive.
Lessons LearnedResults
! Alignment to Strategic Corporate
directions for Financial Management,
Information Technology, and Customer
Service.
! Long term solution providing a robust
platform for the next 15 to 20 years that
will enable the City to accurately and
reliably bill and manage over $520 million
in annual revenue, and offers a solid
foundation for key enhancements such
as on-line customer access, mobile
computing, and smart meters.
! Best-practices approach and capitalize
on investment already made in SAP.

15. Questions?

16. 16Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
Appendix – UtilityPath solution – What does it contain?
! Speed to value
! Cost certainty
UtilityPath for the Utility Sector
! Overall cost reductions
! Platform for Growth
Value Platform
Solution Platform
! Plug and play
! Pre-configured
! Enriched with accelerators
! Integration tested
! Structuring of Assets
! Corrective Maintenance
! Preventive Maintenance
! Refurbishments
! Environment, Health and Safety
! Multi resource scheduling
! Integration with Digital Asset Life
Cycle management (DiLAM)
Maintain-to-Settle
! General Ledger
! Account receivables
! Account payables
! Asset Accounting
! Project Accounting
! Controlling
! Pipeline Industry Extension FERC
regulated capital project accounting
Finance-to-Manage
! Customer service processes
! Customer acquisition
! Contract management
! Service Order processing
! Inter-company sales
! Multi Channel Foundation
! Integration with Odigo, digital
customer experience
Customer Service
! Procurement of materials
! Procurement of services
! Contracts and agreements
! Ariba integration
! Inventory Management
! Warehouse Management with
mobility integration
Procure-to-Pay
! Regulated and De-Regulated
scenarios
! Customer Contracts
! Device Management
! Work Order management
! Billing & Invoicing
! Sub Ledger accounting
! Dunning & Collections
! Smart Metering and HAN integration
Meter-to-Cash
Technology Management
Licensing Hosting Implementation Application Management
! Technical Command Center© to support Data conversion and
Integration
! NWBC GUI- Security roles and Power Lists
! Workflows and Enhancements
! Print workbench
! Simplification using FIORI applications
! Business Warehouse and dashboards
! Mobility
! SAP PI integration
Infrastructure Platforms
! Amazon Web Services ! Private Cloud ! Classic database platforms
SAP Digital Core with S/4HANA

17. 17Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with
Contact information
Joyce Evans
Instructor
picture here
Director – Revenue
City of Kitchener
Joyce.Evans@Kitchener.ca
Prashant Gupta
Senior Manager
Capability Lead – NA SAP IS-U
Capgemini
P.gupta@capgemini.com

18. The information contained in this presentation is proprietary.
Copyright © 2016 Capgemini. All rights reserved.
Rightshore® is a trademark belonging to Capgemini.
www.capgemini.com
About Capgemini
With more than 180,000 people in over 40 countries, Capgemini is one of the
world's foremost providers of consulting, technology and outsourcing services.
The Group reported 2015 global revenues of EUR 11.9 billion. Together with its
clients, Capgemini creates and delivers business, technology and digital
solutions that fit their needs, enabling them to achieve innovation and
competitiveness. A deeply multicultural organization, Capgemini has developed
its own way of working, the Collaborative Business Experience™, and draws on
Rightshore®, its worldwide delivery model.
Learn more about us at www.capgemini.com.