Delhi, 22nd August,12Delhi, 22nd August,12

SAP ISU FOR POWER DISTRIBUTION UTILITIES

Case Study TPDDL

• Joint Venture of Tata Power and Govt. of Delhi (51:49)

• License Area: North and North West Delhi (510 sqkm)

• Consumer Base: 1.2 Million

• Employee Base: 3858

• Peak Load Served: 1400 MW

• ISO 9001, 14001, 18001, 27001 ; SA 8000 Certified

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TATA POWER DELHI DISTRIBUTION LIMITED

• Business Process Re engineering- Revenue Cycle Management(RCM) put in place in 2004 supported by in house developed CRM called Sampark covering limited processes.

• Advanced In house CRM (Sambandh) developed and implemented to support RCM model covering all RCM processes- 2006 end

• Commercial Call Center started with Sambandh ( Not integrated with Operation Call Center)-2007

• The home grown software Energize replaced with SAP R3 (FICO/MM/PM/PS/SD) in 2007

• SAP ISU project initiated- May 2009• SAP ISU implemented – April 2011• BCM implementation in Call Center( Planned by Oct 12)

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Journey So far…. SAP ISU Implementation

Revenue Cycle Management at TPDDL

• Multiple Standalone legacy systems posed issues of seamless flow of information across various applications

• Complexity in Maintenance of multiple systems and high cost.• Lack of Integration of legacy systems with existing SAP modules (MM, PM,

PS, FI), leading to gaps in end to end process integration and manual data reconciliation.

• Users were facing difficulty to login in multiple systems• Data inconsistency in various systems • Two separate call centers for ‘Supply outage complaints’ & ‘Commercial

Complaints’ using different databases• Lack of flexibility to integrate with other standard applications

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Organizational and Technical challenges faced before ISU Implementation

Project Team size -• 35 SAP Functional +

Technical Consultants• 25 Core team

members• IT support(TPDDL) in

Basis- 2• Data Migration team-

10The project team included -

• SAP India Consulting• SAP Global Delivery• SAP Labs / AGS• Other partners viz. Cap

Gemini, Fujitsu, AES, Squirrel Soft & GBS

Go -Live Dates -•Phase I - HT went Live in Feb 2011 which covers more than 45 % of TPDDL revenue. •Phase II – LT went Live in April 2011 which covers almost 1.4 million customer base and data migration of more than 100 million line items

Brief Scope -•No. of Processes mapped- 89•No. of external applications integrated – 10 using around 50 interfaces

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Project Synopsis

Interfaces

GISAMR/ HHD/ CMRI/ Spot BillingNDPL WebsitePayment Gateway/(ATPM) Any Time Payment MachinePrepaid ServerAuto Dialer

Sandesh & Mail ServerIVRS (Avaya)Lab Testing MachineOMS

CS/CRM – Customer Service

DM – Device Management

BI – Billing and Invoicing

FICA – Contract Accounts Receivable and Payable

UCES- Utility Consumer e-Services

ISU-CCS -- Modules & Scope

• Top Management commitment and constant monitoring through regular Review and Steering Committee Meetings. Quick escalation and decision making.

• Constant Support of SAP Project Management Team and also BASIS and Global Support Team of SAP.

• User involvement (through Power users) at each and every stage which helped in Change Management and user acceptance.

• The project was executed under Commercial Department. The core team members were best people selected from respective Functions.

• Standardized Business processes in TPDDL.• Project Planning and Monitoring. ASAP methodology strictly followed.• Thorough Integration Testing in 3 phases with and without migrated data.• Well planned migration strategy and cutover strategy involving user

groups.• End user training

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Key Success Factors

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Project organizationprepare project

charterInitial project planningLevel 1/2 training for project teamTechnical requirements planningPrepare executive kickoff meeting

Customer requirements gathering , Gap Analysis,Create the Business BlueprintSystem

installationManagement Review of Business Blueprint

Baseline ConfigurationFinal Configuration/Integration TestDesign, develop and test interfaces, reports, and conversions

Go-live planEnd-user trainingIntegration, volume and stress testingEstablish internal help deskData migrationCut-over to productive environment

Application supportVerify accuracy of productive systemMeasurement of business benefits

ASAP Methodology

• Data Migration- data of 1.4 million customers running into millions of line items required proper cleaning and formatting as per SAP Data Model.

• Coordinating extensive training sessions covering 1600 end users before Go live and after Go live till date- Train the trainer concept used

• Managing the cut over period(12 days for LT).• Handling Change Management• Getting buy in of all Group heads during Blueprinting stage • Coordinate with all user groups to test all scenarios of each process and

take user acceptance.• Maintaining Proper documentation of all Functional and Technical

Specifications so that post Go live support is smooth• Preparing a robust post Go live support structure with 20 core team

members serving 1600 end users spread over around 65 locations.

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Challenges faced during Implementation

• Bringing the varied businesses & 7 Standalone servers related functionalities on Single SAP platform.

• 12 Non SAP Applications integrated with SAP ECC.• Applications like Outage Management System (OMS), Spot Billing,

Prepaid Billing has been integrated first time in India.• UCES implementation first time in India• Huge number of Development (500 approx.) done with a lean team size

of 12 developers• Major development in Service Order entry module wherein more than

15 transactions have been called in a single Z transaction. • New processes developed - Enforcement/Legal

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Key Achievements

• Users have a single work list having both pendency status and activity status resulting into optimum utilization of manpower and reduced operational cycle time.

• Real time customer information in Fact Sheet of CRM.• Spot resolution functionality developed in CRM increasing customer

delight.• Improved capitalization frequency for meters and unnumbered items( like

service cables) worth Rs 200 million per annum from yearly to quarterly basis.

• Implementation of SAP in both the Call centers and integration with OMS/GIS resulted in following benefits:

1. 30% reduction in no supply registration2. Call answered level increased by 25%3. Average talk time of Call Center reduced to 22% 4. Real time outage information to consumers5. Planned outage information flow to consumers 12

Benefits

• Real Time accounting in FI-GL is done automatically on the basis of consumer transactions in SAP-ISU ensuring data authenticity and manpower optimization.

• Customer wise Real time debtors and CD reconciliation with financial books which was always an issue in legacy system.

• Open item concept enabling aging of debtors• Material Consumption Posting, Equipment and Asset creation and

retirement are now possible on real time basis through system as a part of different processes like New Conn., Meter Change etc.

• Appointment scheduling in MMG through system leading to customer delight and less number of failures at site.

• Real time linkages between Project schemes and consumer requests (notifications) resulted in better monitoring and tracking and adherence to Performance assurance timelines.

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Benefits

IT Landscape at TPDDL

BCM

IT Landscape at TPDDLSAP ECC

• New Connection• Attribute Change• Enforcement & Legal• Meter Installation/Removal• Seal Management• Meter Reading & Billing• Energy Audit• Move Out• Dunning & Disconnection• Payment and Collections• Meter Testing (Regulatory and Customer Request)• Complaint Management• Performance Assurance

Major RCM Processes in SAP ECC

• Customer Queries and Notifications (New Conn., Load/Category/Name Change, Reading, Billing & payment Queries)

• Change Billing address, Phone nos., email• Activate/Deactivate Paper Bill, Email, SMS Alerts• Check reading, Billing and Payment history• Duplicate Bill & Demand Note• Bill Payment• UCES:-First Ever Implementation in India

IT Landscape at TPDDLCustomer Portal & SAP UCES

• Customer Factsheet (Reading, Billing, Payment, Notification, Disconnection, Enforcement & legal Details)

• Customer Search (Account no, ID proof, DOB, Phone, email, name, address)

• Notification Creation and follow up

• Outbound calling (resolution, follow up and recovery calls)

• Spot Resolution (Bill of email, On demand Bill, due date revision, reading correction)

IT Landscape at TPDDLSAP CRM

• Monitoring Reports & MIS• Pendency & Ageing• Reading, Billing and collection efficiency

• Regulatory Reports • ARR• AT&C• Performance Assurance Reports

• Management Dashboard

IT Landscape at TPDDLSAP BI/BO

• Debit/Credit Card/Online Account payments on customer portal and UCES

• Payment through Jeevan Portal(Delhi Govt.)

• All Time Payment Machines(ATPM)

• ECS payments

IT Landscape at TPDDLPayment Gateway

• 50000 Three Phase meters read through AMR

• Reading Request sent from SAP

• Reading uploaded automatically to SAP

• Meter Data Analysis tool for finding theft suspected cases

IT Landscape at TPDDLAMR

• Remote download of Meter reading orders

• Online billing from SAP

• For non-communicating consumers it works as HHD

• Remote upload of unbilled readings

IT Landscape at TPDDLSpot Bill

• Notification creation intimation• Customer visit Intimation• Customer Feedback• Resolution/Cancellation Intimation• Bill and payment Intimation• Dunning Intimation• Planned and Unplanned outage Intimation• SMS based Escalations

IT Landscape at TPDDLSMS Gateway

• Single SAP screen for postpaid payments and prepaid payments coupons

• Prepaid Meter Tariff and Settlement coupons generated from SAP at time of Service Order creation for Meter installation and removal respectively

• Tariff, Settlement and Amount coupons on SMS

IT Landscape at TPDDLPrepaid

Complete Electrical Network mapping with geographical location of attached customers

SAP Integration

Dues verification and status change after augmentation area marking

Updation of new customer creation and changes

Asset creation and retirement

IT Landscape at TPDDLGIS

• Red, Green and Yellow Flags in Working Bin

• Escalation Mechanism

• Performance Assurance Reports

• E-Service Level Agreement (Delhi Government) Online sharing of Customer Information on Delhi Government Portal.

Monitoring RCM Effectiveness

Performance Assurance

• SAP EDM for Accurate Energy Accounting

• Real time Pricing

• Smart Grid & AMI for effective Demand Side Management and more efficient RCM

• Business Analytics

Future Roadmap

• The no. of system bugs reduced from 60-70 per month to 10-15 presently.• Two major tariff changes and around 250 changes in various processes

successfully implemented by support team to meet various regulatory and business requirement.

• Code optimization done to improve performance of major codes with the help of SAP Safeguarding and support team

• Regular training being imparted to users based on common mistakes they are doing in system

• Data Archiving policy and its implementation – in progress• Review of the database sizing requirement as per future requirement in

progress

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Project Stabilization

Thank You