http://www.hcltech.com/business-services/overview~ More on Business Service http://www.hcltech.com/energy-and-utilities/overview~ More on Energy & Services Across the world, power generation and distribution companies are opening up to products such as smart meters in order to provide their existing consumers with the advantage of lower metering cost, energy savings and reliability of supply. They utilize smart meters to provide variable pricing schemes to attract new customers and enable early detection of fraud. In order to migrate successfully to the new world of Smart Metering, utility companies have to scale up their customer service, technology and business process. Download our Utility services brochure to examine how power distribution companies are leveraging HCL’s Smart Metering services to provide consumers visibility & support on energy management. 

1. Time to get
Smart
The world stands on the threshold of a revolution in the way that energy is consumed.
Across the world, the energy grid is changing and new markets are opening up for products such as smart meters, local generation
and energy efficiency products. To migrate into the new world of Smart Metering, utility companies need the right partners
throughout the journey to support: technology, infrastructure and business process. HCL provides the services that are at the heart
of the smart grids of the future.
HCL has a strong capability in Smart Metering services. This means better customer service and tailored energy efficiency advice
HCL’s integrated front and back office smart metering services can be leveraged by power distribution companies, provide their
consumers visibility & support on energy management which in-turn will help cut energy use, costs and carbon emissions. HCL
Business Services ensures process management & business support along with seamless integrated work flow, supporting other
partners to provide end-to-end services.
HCL Smart Metering / Grid Process Services
Front Office Services Back Office Services Smart Support Services
Awareness
Accounts Payable Project
Campaign Implementation Today service providers have
Provisioning Support Function limited intelligence in the
Accounts Receivable metering arena. Partnering with
Registration HCL gives you the advantage of
Technical Support Asset Management lower metering cost, energy
Service Advanced Metering savings, reliability of supply,
Debt and Collection Support Function
Service General Ledger variable pricing schemes to
and Reporting attract new customers and easier
Profiling
Regulatory Reporting detection of fraud.
Issues of high or & compliance & Audits
overbill perception
Business Intelligence
Document and Forcasting Services
Payment Mgmt and Analytics

2. HCL Services Landscape
Third Party Field
Benefits
Management
Services ? savings
Energy
Debt management
?
Document &
Capacity on
Payment
Demand
? delinquency
Reduced
Management
? collection cycle
Shorter
Finance and
Optimized investment forecast
?
Grid Operations
Accounting Customer satisfaction and retention
?
? regulatory compliance
Meeting
HCL Smart
Meter to Cash ? usage of appliances
Optimum
Cycle Metering Data Migration
Management Service ? consumption budget
Planned
HCL Smart Metering Solution Approach
Business Process Challenges HCL Solution Value Additions
HCL change management methodology
?
HCL proven Transition methodology
? ? a matured asset transition &
HCL has
Changing business models ?Transition Approach
Phased transformation model for risk averse outsourcing
? Practices and Proven Standard Business Models
HCL Best
HCL implemented CFM tool for managing billing
?
? Empowered Teams
Dedicated
Exception Management exceptions cases
Queue Management
?
? the response time by 50% and
Improved
HCL IP tools supported delivery
?
accuracy to 80% for exception cases
? based Vendor Management and Procurement
Platform ? Inventory Accuracy from 87.5% to 98%
Improved
Meter Provisioning support
service ? order cycle from 3 to 4days to 1 day
Improved
HCL Ticket Management Platform support
? ? L2 and L3 level escalation calls by 20%
Reduced
Customer Escalations and complaints ?L1, L2 & L3 complains & matrices
Defined ? L1.5 service level team to handle L1 and
Created
End to End complain resolution, Tracking & Control
? L2 complain calls
? Support Services
3rd Party ? lead generations through promotional
Initiated
Field Engineer monitoring and tracking ?
Work allotment and Reporting SMS campaigns
? in scheduled appointments >95%
Accuracy
?IP tools, dialer & CTI Technology and
Aligned
Agents Compliances Training
? CRM platform to regulatory compliance guidelines
Stringent Regulatory Compliances HCL Internal SLAs exceeding regulatory benchmarks
? ? delivery efficiency & operational
Improved
Operational & Industry compliance adherence and certification efficiency and organizational working efficiency by
?
exceeding the quality benchmarks
Developed a central knowledge base application for
?
? Planning and Management
Workforce
agents to handle customers requests
Central Talent Pool for High Demand
?
High query demand in the initial phase ? Deflection & Multi-Channel Support Multi-Channel support to handle the call volume
?
Channel
? & suggested Web based knowledge
Designed
Web Knowledge Support and Self Customer Help
?
support for customer self help
? Cross Trained Resources
Skilled & Implemented internal IP tools to handled end to
?
Reconciliation and Billing management ?
Bill Management Analyst Support end billing to collection cycle
HCL Smart Metering Unique Features: HCL Business Services Aligned Smart Grid Project Services
r
Provides a platform for differentiation and growth via remote
ye
Energy and
La
Revenue provisioning of services (eg. Security, etc) and deployment of
Enhancement Home Control
s
sensors/control within home can interact with meeting function
ice
Solution
on-site for improved demand monitoring and control.
rv
Se
O
Provide significant operational effectiveness and economics
BP
Distribution
Asset
improvements which enables T&D Business Transformation, and the
Optimization “Next Generation” of asset management (via real time and on-demand
data from the meters and distribution feeder equipment).
Cost
Reduction
Demand Emerging demand response solutions improve load factor reducing
Response generation & distribution capacity costs and hedge against price
Mgt.
spikes in wholesale marketplace.
Traditionally, the business case for AMR was too narrowly focused.
Traditional AMR Revenue
? revenue cycle services oriented
Largely
Business Case cycle
Benefits Services Predominately focused on meter reading cost reduction
?
Little value associated with information
?
As smart metering is just a phase of Advanced metering infrastructure. HCL smart metering aligned services and E2E smart grid project
support will ensure clients one stop shop for complete solution.