IT and the Utilities Industry (Philadelphia, Jan 2013)
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Transcript of IT and the Utilities Industry (Philadelphia, Jan 2013)
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BDPA State of the Chapter Meeting Presented by : Eloise N. Young
PGW VP & CIO
January 16, 2013
IT in the Utilities Industry
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Exploration and Production Transportation Storage Distribution
Natural Gas - From Wellhead to Burner Tip
Source:www.northeastgas.org/aware/images/pipelines.jpg
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PGW – In Brief
Largest Municipal LDC in US
1700 employees
Customer Base – 503,000
477,000 Residential
26,000 Comm./Indust./PHA/Municipal
503,000 Total Customers
Revenues ($000) – 2011 - $766,279
$ 749,268 Natural gas revenue
17,011 Other revenue
$ 766,279 Total revenue
Customer Support Programs
LIHEAP/Crisis – 79,000 Grants
City & State Grants – 1,150
Customer Assistance (CRP) – 76,235
Conservation Workshops
- 2,700 Homes/Year
- 50 Weatherization
Senior Citizen Discounts – 42,000
Customer Services
Gas Delivery – 74.5 Bcf (Firm & Transportation)
Parts & Labor Ins. Plan (PLP) – 57,822
Mission StatementA financially viable enterprise providing safe, reliable gas service.
Vision StatementIndustry leader in customer service and operational excellence.
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IT Spend as a Percent of Revenue
2.8%Utilities
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Business Challenges• Safety and Reliability• High Availability (24 x 7)• Cyber security• Customer Satisfaction• Operational Excellence• Consumerization• Aging Workforce – looming retirements• Funding
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Customer Systems
Field Technologies
Office
Systems
From Smart Meters to Smart PhonesTechnology Designed to Meet Business Challenges
• Billing • Self-service via web & IVR• Lien delinquent residential
and commercial customers• Collections• Cash Remittance• Customer Choice
• Radios• Cellular phones• GPS• GIS• AIMS• Smart phones• Tablets• AMI• SCADA
•CMS
•IVR
•Predictive Dialer
•Workforce
Management
•Full Time Recording
•Virtu
al Hold
•Wallboards
Office
Systems
• Business Planning
• Metrics
• eHelpdesk
• Knowledge Mgmt.
• GEIR
• TLM
• SuccssFactor
• LMS
Infrastructure
• VM• Novell
• Oracle
• Cisco
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Field Technologies Optimize Workers, Service and Assets
Flex Maps• ArcMap Desktop• Oracle geodatabase
Telogis OnTrack• Tracking 526 vehicles• SAAS
AIMS • .NET with Oracle
backend; MSMQ• Custom app• View/Modify order
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Mobile Voice Communications
Cellular• 938 phones (100 iPhones)• 2012 BYOD program
Radio
FCC mandated move to narrow band by 1/1/2013
Legacy system unreliable – 20+ years old; no longer manufactured; spares not available– Investment required to mitigate current system roughly $5.2m
2012 City Radio System Backup to current communications Able to use in plants and hazardous situations Managed by larger, professional City staff Potential for future coordination with City emergency agencies
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Meter Technologies
Advanced Meter Infrastructure• 2-way communications• Remote reads, turn-ons, shut offs • Real time energy usage data for consumer
Automatic Meter Reading• Drive-by meter reads
CollectorGas Meter with ERT
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Office Systems
Innovation Blog - Employees submit suggestions, accumulate points and are eligible for cash awards.
Knowledge Center –Interview soon-to-retire employees
Metrics –Monitor and publish corporate stats