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#GridInterop

Leveraging Telco Frameworks for Smart Grid

Innovative Architecture Models

Grid-Interop 2011

#GridInterop Phoenix, AZ, Dec 5-8, 2011 2

Presentation Outline

• Null Hypothesis/ AlternativeHypothesis

• TMForum Frameworx

• APQC Process Framework

Grid-Interop 2011


Null Hypothesis

• a null hypothesis (H0) is a hypothesis set up to be nullified or refuted in order to support an alternative hypothesis

Utility Organizations are sounique that they have nothing incommon with other Industries.

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Alternate Hypothesis

Utility’s customer-facing business processes and information systems are almost exactly the same as other mature services industries, especially Telecommunications/Communication Services Providers (CSPs)

Therefore, Utilities can learn from mature, post-disruptive technology business and systems

models from those other industries.

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Utilities and Telco’s: It’s mostly the same north of the grid/network…

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Functional Similarities between Telcos and Utilities (eTOM View)

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Systems Similarities between Telcosand Utilities

Similar• Customer Billing Database• Customer Info System (CIS)• Connect/Disconnect/Power

Limitation– Remote 2-way communication

with an intelligent device

• Call Center/Call Handling/IVR• CRM• Static/Dynamic GIS Viewer• Outage Analysis• Outage Detection

Dissimilar

• Engineering Analysis (Power Grid)

• Load Management

• Load Profile

• Meter Reading (head-end systems)

• Automated Staking (field design and cost estimation)

Based on Multispeak Specs for Energy Utilities

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Success Stories – Telco companies/product selling to Utilities

• Convergys – Duke

• Metratech – Onstream (UK)

• HP – Italy AMI

• Clarity – Western Power, Singapore (eTOM OSS/BSS)

• Lavastorm (analytics) – FP&L (Cust Care/Call Center)

• TailorMade (Sweden), SKTA, Hansen - Rating Engine

• GE Energy/Smallworld, ESRI - Automated Mapping/Facilities Management/GIS

• Netcracker (Bonneville Power), Telecordia - telecomm network management

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TM FORUM FRAMEWORX MODEL

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Service Delivery

Service Delivery

Telecom Best Practice Transformation

Customer

Service

Organization

Process

IT Systems

Network

1990’s Transformation Programs 2010’s

GSM Mobile PSTN

DataIP Tx

Mobile S&M Eng IT Ops

Smart Network (NGN)

Frameworx

Technology OperationsCorporate

MyService Delivery

Service Innovation Brand Transformation

Organizational Transformation

Process & SystemTransformation

NGN NetworkTransformation

ADSLPOTSGSM

Product Development

PersonalisedBundledBranded Best QualityLeanBenchmarked

Manual Network Centric

Operational Model

Automated CustomerCentric

Operational Model

Grid-Interop 2011


Customer

Service

Organisation

Process

IT Systems

Network GSM Mobile PSTN

DataIP Tx

Mobile S&M Eng IT Ops

ADSLPOTSGSM

Manual Network Centric

Operational Model

Legacy

Telecom Best Practice – Customer Empowerment

The Transformation Roadmap: React, Measure, Influence, Predict Customer Behaviour, Optimize it

TransformationPrograms

Service Innovation Brand Transformation

Now

OrganisationalTransformation

NGOSS SystemsTransformation

NGN NetworkTransformation


NGN


Product Development

My Service

Delivery

Frameworx

ERP OSS

BILLCRMSOA

Automated CustomerCentric

Operational Model

Self ServiceConverged

Future


Smart Network


Product Development

My Service

Delivery

Frameworx

CustomerEmpowered Operational

Model

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Integration Framework

ApplicationsFramework

Market Strategy & PlanMarket Segment

Marketing CampaignCompetitor

Contact/Lead/ProspectSales Statistic Sales Channel

ProductProduct Specification Product Offering

Strategic Product Portfolio Plan Product PerformanceProduct Usage

CustomerCustomer Interaction

Customer OrderCustomer Statistic

Customer ProblemCustomer SLA

Applied Customer Billing RateCustomer Bill Customer Bill Inquiry

Service

Service Specification

Service Applications

Service Configuration

Service Performance

Service Usage

Service Strategy & Plan

Service Trouble Service Test

Resource

Resource Specification

Resource Topology

Resource Configuration

Resource Performance

Resource Usage

Resource Strategy & Plan

Resource Trouble Resource Test

Supplier/Partner

S/P Plan

S/P Interaction

S/P Product

S/P Order

S/P SLA

S/P Problem S/P Bill Inquiry

S/P Statistic S/P Payment

S/P Performance S/P Bill

Revenue Assurance

Party

Location

Business Interaction

PolicyAgreement

UsageRoot

Base Types

Project

Time

Performance

Information Framework

Enterprise EffectivenessManagement

Knowledge & ResearchManagement

Enterprise RiskManagement

Strategic & EnterprisePlanning

Financial & AssetManagement

Stakeholder & ExternalRelations Management

Human ResourcesManagement

Strategy, Infrastructure & Product OperationsFulfilment Assurance Billing ProductInfrastructure ReadinessStrategy

Customer Relationship Management

Service Management & Operations

Marketing & Offer Management

Service Development & Management

Resource Development & Management

Supplier/Partner Relationship ManagementSupply Chain Development & Management

Resource Management & Operations
















Business Processes Framework

Aligned with TOGAF, SOA, ITIL

Frameworx

Grid-Interop 2011


Integration Framework

ApplicationsFramework

Market Strategy & PlanMarket Segment

Marketing CampaignCompetitor

Contact/Lead/ProspectSales Statistic Sales Channel

ProductProduct Specification Product Offering

Strategic Product Portfolio Plan Product PerformanceProduct Usage

CustomerCustomer Interaction

Customer OrderCustomer Statistic

Customer ProblemCustomer SLA

Applied Customer Billing RateCustomer Bill Customer Bill Inquiry

Service




Service Performance

Service Usage



Resource


Resource Topology



Resource Usage



Supplier/Partner

S/P Plan

S/P Interaction

S/P Product

S/P Order

S/P SLA

S/P Problem S/P Bill Inquiry

S/P Statistic S/P Payment


Revenue Assurance

Party

Location


PolicyAgreement

UsageRoot

Base Types

Project

Time

Performance

Information Framework

Technology

Information

Applications

Business models and processes

People































Business Processes Framework

1st: SOA based business architecture……out of the box

Aligned with TOGAF, SOA, ITIL, ITU Adopted Grid-Interop 2011


eTOM Business Process Framework – Level 1

Enterprise Management

Strategy, Infrastructure & Product Operations

Fulfillment Assurance Billing &Revenue Management

ProductLifecycleManagement

InfrastructureLifecycleManagement

Operations Support & Readiness




Supplier/Partner Relationship Management

Strategy & Commit




Supply Chain Development & Management

(Application, Computing and Network)(Application, Computing and Network)








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eTOM Business Process Framework Operations – Level 2

Operations

Fulfillment Assurance Billing & Revenue Management

Operations Support & Readiness

Service Management &Operations

Resource Management &Operations

Supplier/Partner RelationshipManagement

Customer RelationshipManagement

Retention & Loyalty

Customer Interface Management

Selling

Resource Data Collection & Distribution

Supplier/Partner Interface Management

S/P PerformanceManagement

S/P Problem Reporting &Management

S/P Requisition

Management

ResourceProvisioning

ResourceTrouble

Management

ResourcePerformance Management

ServiceQuality

Management

ServiceProblem

Management

CustomerQoS / SLA

Management

S/P Settlements& Payments

Management

Service Guiding & Mediation

MarketingFulfillmentResponse

S/PRMSupport &Readiness

SM&O Support &Readiness

RM&O Support &Readiness

CRM Support &Readiness

ServiceConfiguration & Activation

OrderHandling

ProblemHandling

Bill Payments & Receivables Mgt.

Bill InvoiceManagement

Manage Billing Events Charging

Bill InquiryHandling

Resource Mediation& Reporting

Manage Workforce

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SID – Information Framework

Product

Market / SalesMarket Strategy & Plan

Market Segment

Marketing Campaign

Competitor

Contact/Lead/Prospect

Sales Statistic Sales Channel

Product

Product Specification Product Offering

Strategic Product Portfolio Plan Product Performance

Product Usage Statistic

CustomerCustomer

Customer Interaction

Customer Order

Customer Statistic

Customer Problem

Customer SLA

ServiceService




Service Performance

Service Usage

Resource

Supplier / PartnerSupplier/Partner

S/P Plan

S/P Interaction

S/P Product

S/P Order

S/P SLA

Enterprise Common BusinessParty

Location


Policy Agreement

Applied Customer Billing Rate

Customer Bill

Customer Bill Collection

Customer Bill Inquiry



Resource


Resource Topology



Resource Usage



S/P Problem

S/P Statistic

S/P Bill Inquiry

S/P Payment


(Under Construction)

Product

Market / SalesMarket Strategy & Plan

Market Segment

Marketing Campaign

Competitor

Contact/Lead/Prospect

Sales Statistic Sales Channel

Product

Product Specification Product Offering

Strategic Product Portfolio Plan Product Performance

Product Usage Statistic

CustomerCustomer

Customer Interaction

Customer Order

Customer Statistic

Customer Problem

Customer SLA

ServiceService




Service Performance

Service Usage

Resource

Supplier / PartnerSupplier/Partner

S/P Plan

S/P Interaction

S/P Product

S/P Order

S/P SLA

Enterprise Common BusinessParty

Location


Policy Agreement

Applied Customer Billing Rate

Customer Bill

Customer Bill Collection

Customer Bill Inquiry



Resource


Resource Topology



Resource Usage



S/P Problem

S/P Statistic

S/P Bill Inquiry

S/P Payment


(Under Construction)

Grid-Interop 2011


SID – Information Framework –Service Domain Level 2

Service Domain Level 2

ServicePackage

ServiceBundle

ServiceSpecification

ServiceSpec

ServiceLevelSpec

ServiceChecking

ServiceTest

ServiceDiagnosis

Service

CustomerFacingService

ResourceFacingService

ServiceConfiguration

CustomerFacingServiceConfig

ResourceFacingServiceConfig

ServicePackageConfig

ServiceBundleConfig

ServiceUsage

CustomerFacingServiceUsage

ResourceFacingServiceUsage

ServiceTrouble

CustomerFacingServiceFault

ResourceFacingServiceFault

CustomerFacingServiceAlarm

ResourceFacingServiceAlarm

CustomerFacingServiceOutage

ResourceFacingServiceOutage

ServiceStrategy & Plan

ServiceApplications

ServiceTransport

ServiceMechanisms

Service ManagementApplications

Service Order ServiceStatistics

ServiceTraffic

ServicePerformance

ServicePerformance

ServiceSLAPerformance

ServiceQuality

Service Domain Level 2

ServicePackage

ServiceBundle


ServiceSpec

ServiceLevelSpec

ServicePackageServicePackage

ServiceBundleServiceBundle


ServiceSpecServiceSpec

ServiceLevelSpec

ServiceLevelSpec

ServiceChecking

ServiceTest

ServiceDiagnosis

ServiceCheckingServiceChecking

ServiceTest

ServiceDiagnosisServiceDiagnosis

Service



Service









ServiceBundleConfig








ServiceBundleConfig

ServiceBundleConfig

ServiceUsage



ServiceUsage





ServiceTrouble







ServiceTrouble















ServiceApplications

ServiceTransport

ServiceMechanisms


Service Order

ServiceApplications

ServiceTransportServiceTransport

ServiceMechanismsServiceMechanisms



Service OrderService Order ServiceStatistics

ServiceTraffic

ServicePerformance

ServicePerformance

ServiceSLAPerformance

ServiceQuality

ServiceStatisticsServiceStatistics

ServiceTrafficServiceTraffic

ServicePerformance

ServicePerformanceServicePerformance

ServiceSLAPerformanceServiceSLA

Performance

ServiceQualityServiceQuality

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TAM - Applications Framework

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Western Power TNMS Smart Grid PilotLeveraging existing Telco Grade TM Forum Operational Management

Telecom Network Management System (TNMS)

• Alarms - TNMS collects Alarms, Correlates with Escalation Engine

• Inventory - TNMS Inventory System can model Network and “Smart Meter” Access device –Single Database

• Performance - TNMS Performance can monitor Quality of Grid including Meters

• Multivendor – TNMS is multivendor management platform

• Autodiscovery – TNMS can autodiscover enabled devices

• Scalable & Mature - TNMS Engine is managing in real time country wide Telecom infrastructure in Indonesia, Philippines, India and Malaysia.

• Open Management Interfaces

• Alarm Collection• Performance

Collection• Configuration control• Auto Discovery

TNMS Smart Grid Operational Management Pilot

TNMS Smart Grid Pilot leverages current Western Power FrameworxTNMS Implementation

TNMS

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Singapore Smart Meter PilotIntelligent communications interconnects various smart grid technologies, which are centrally managed.

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Singapore Smart Meter

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#GridInterop Phoenix, AZ, Dec 5-8, 2011 22Company Confidential 22

SMART METER

MCU

Home Area Network (HAN)

DCU

RF MESH or PLC Network

Zigbee

DLMS/COSEM Protocols

RS232 Link

AES 128 Encryption

(Scope for STE)

HeadendManagement

SystemIn Scope for

Clarity

Singapore Headend NMSSolution Architecture

Meter Data Management

System

INVENTORY(Meter, DCU & MCU)

Workflows & Provisioning

Alarms

Meter Usage Data

Performance(Meter, DCU & MCU)

Integration Points

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Smart Appliances

Electric Vehicle

Smart Meters• Electricity• Gas• Water

Customer Care system CRM, Billing & Helpdesk

Meter Data Management System

Network & Business Operations –ERP, GIS, Generation

Clarity Management System

Utility AMI Network

HAN Network

Meter Usage Data

NetworkPerformance

Event Management

Infrastructure Management

WorkflowManagement

Utility Control & Data CentreUnified Management SystemHome Network

AMI Headend

Load Control Devices(Smart Switches)

ResourceManagement

Internet / BB

RenewablesDistributed Generation &Storage

Customer Portal

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How well do the TM Forum artifacts port?

• RA Maturity Model– At a high level ports fairly easily– Organization and lexicon

differences require question modifications

– Some questions are not applicable• RA KPI Framework

– Simply change “Network” to Meter”– Ok, not really that simple – many

of the calculations need to be modified, and the various sensitivities/thresholds, etc. need modification

• RA Controls– Similar concepts, but different

control points for a Utility Value chain

24TMForum America's Smartgrid

Utility System Silos for RA

Grid-Interop 2011


The cross-industry Process Classification Framework was originally envisioned as a taxonomy of business processes and a common language through which APQC member organizations could benchmark their processes. The initial design involved APQC and more than 80 organizations with strong interest in advancing the use of benchmarking in the United States and worldwide. Since its inception in 1992, the PCF has seen updates to most of its content. These updates keep the framework current with the ways that organizations do business around the world. In 2008, APQC and IBM worked together to enhance the cross-industry PCF and to develop a number of industry-specific process classification frameworks.

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AQPC Process Framework for Electric Utilities

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AQPC Layer 2 Example5.0 Manage Customer Service (10006)

5.1 Develop customer care/customer service strategy (10378)5.1.1 Develop customer service segmentation/

prioritization (e.g., tiers) (10381)5.1.1.1 Analyse existing customers (10384)5.1.1.2 Analyse feedback of customer’s needs (10385)

5.1.2 Define customer service policies and procedures(10382)

5.1.3 Establish service levels for customers (10383)

5.2 Plan and manage customer service operations (10379)

5.2.1 Plan and manage customer service work force(10387)5.2.1.1 Forecast volume of customer service contacts

(10390)5.2.1.2 Schedule customer service work force (10391)5.2.1.3 Track work force utilization (10392)5.2.1.4 Monitor and evaluate quality of customer

interactions with customer service representatives (10393)

5.2.2 Manage customer service requests/inquiries(10388)5.2.2.1 Receive customer requests/inquiries (10394)5.2.2.2 Route customer requests/inquiries (10395)5.2.2.3 Respond to customer requests/inquiries

(10396)

5.2.3 Manage customer complaints (10389)5.2.3.1 Receive customer complaints (10397)5.2.3.2 Route customer complaints (10398)5.2.3.3 Resolve customer complaints (10399)5.2.3.4 Respond to customer complaints (10400)

5.2.4 Manage and analyze customer information (11274)

5.3 Measure and evaluate customer service operations(10380)5.3.1 Measure customer satisfaction with customer

requests/inquiries handling (10401)5.3.1.1 Gather and solicit post-sale customer feedback

on products and services (10404)5.3.1.2 Solicit post-sale customer feedback on ad

effectiveness (10405)5.3.1.3 Analyze product and service satisfaction

data and identify improvement opportunities(10406)

5.3.1.4 Provide customer feedback to product management on products and services (10407)

5.3.2 Measure customer satisfaction customer-complaint handling and resolution (10402)5.3.2.1 Solicit customer feedback on complaint

handling and resolution (11236)5.3.2.2 Analyze customer complaint data and identify

improvement opportunities (11237)

5.3.3 Measure customer satisfaction with products and services (10403)5.3.3.1 Gather and solicit post-sale customer feedback

on products and services (11238)5.3.3.2 Solicit post-sale customer feedback on ad

effectiveness (11239)5.3.3.3 Analyze product and service satisfaction

data and identify improvement opportunities(11240)

5.3.3.4 Provide customer feedback to product management on products and services (11241)

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How to Utilize?

• Australia and Singapore using TMF Frameworx to run their entire businesses end-to-end…

• TMF Frameworx at a minimum for internal Utility Telecom Operations– Some Utilities are running telecom networks that are larger

than some telecom companies!• Business Process

– Harmonization between Frameworx, and AQPC, and other models with use cases

– In conjunction with CM SEI SGMM• Data Model

– Harmonization underway between IEC CIM, Multispeak– Usefulness of TMF Frameworx CIM?

Grid-Interop 2011

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