Partnering in Market Development for innovations in solutions, services and reform models

1. Utility Research and
Consulting
Partnering in Market Development for innovations in solutions, services and reform models
 Customer Intelligence  Market Intelligence  Investment Intelligence
 New Business Modeling  POC/ Pilot Management  M&E, Audit, Impact Assessment
 Communication & Outreach  Stakeholder Engagement  Mobile & Web Apps

2. Our Sectors
Power Water
Waste Renewables
Cities
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include Utilities those provide services to the mass customers
…

3. Our Services
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help build local and global ‘Intelligence’ and ‘engaging’ stakeholders to shape
‘sustainable utility businesses’ and new solutions, services and reform models
INTELLIGENCE
(DECISION SUPPORT)
ENGAGEMENT
(POSITIONING & OUTREACH)
Market Intelligence
- Market Sizing
- Competitive Analysis
- Stakeholder Analysis
- Go-to-Market Strategy
- Industry Outlook studies
Investment Intelligence
- Market/ Business Due Diligence
- Investment Feasibility
- TEV study
- Financial Modeling
- IP Valuation
New Business Modeling, POC,
Partnerships
- New Business Modeling
- Pilot Project Management
- Scale-up Roadmap
- Partnership Development
- PPP Advisory
Customer Intelligence
- CSAT, Feedback, VOC
- Customer Service Quality
- Willingness to Pay
- Demand Assessment
- Customer Data analytics
- Custom Surveys
Monitoring and Evaluation
- Performance Dashboards
- Impact Assessment
- Baseline and Benchmarking
- Customer Service Level Benchmark
- Audits
Communications & Outreach
- Policy Advocacy
- POV studies
- Blogs & Webinars
- Events
- Whitepapers
- Newsletters
- Social Media Campaigns
Mobile & Web Apps

4. Our Value Proposition
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is to all players in the utility value chain. Additionally we engage them all to shape mass
utility transformation.
Audit and improve business processes and end-customer services
delivery
Operator
Conduct Go-to-Market intelligence, design business case, establish value
proposition, engage POC/ pilot, Brand Rationalisation
Service Provider
Benchmark and strengthen PPP model design, conduct stakeholders
consultation, build baseline data, model financial risk & returns
Consultant
Conduct business due-diligence, and performance benchmarking on
emerging to-invest business models
Investor
Support market development of new innovations & reform models,
engage POC/ pilot, conduct demand/ supply research, survey customers
for service level benchmarking
Institution
Conduct impact assessment of existing policies through engaging key
stakeholders and end-customers, and guide new policy formulation
Government

5. Our Clients
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span utility value chain, sectors, geography, size, countries
OPERATORS
INSTITUTIONS
INVESTORS CONSULTANTS
SERVICE PROVIDERS
and more….

6. • Dr. Ashok Jhunjhunwala
Prof. IIT-Madras
• Dinesh Jain
Founder Agaami Inc, USA
• Anil Parakh
Partner VKSCA
• Dr. M. Vidyasagar
Prof. Univ. Texas Dallas
Our Team
Management Team
• Rahul Bagdia – Co-Founder. Leads the Utility Practice
and broader Business Development at pManifold. Earlier,
he led the PE fund in Rural Energy for IFMR Trust,
Chennai (supported by ICICI) and also the R&D for a
German automotive component supplier BHTC Inc. in
North America. He holds dual Masters (Mech. & EECS)
from Univ. of Michigan, Ann Arbor; and a BE
(Mechanical) from VNIT Nagpur.
• Faiz Wahid – Co-Founder. Leads Client Delivery &
Engagement, and also IP Team at pManifold. Earlier, he
worked in Product Marketing for NXP Semiconductors
(formerly Philips) Netherlands and also led global
Banking-Technology consulting assignments for
Cognizant in Switzerland & India. He holds an MBA from
HEC Paris/Univ. of Virginia USA, MS (Software Engg) from
BITS Pilani and BE (Electrical) from VNIT Nagpur.
Advisory
is globally connected, locally immersed, functionally diverse, Knowledge driven …
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7. Our Forum
IUKAN is all-utility all-stakeholders engagement Conference
Conference Highlights
Topic Coverage
1. Reinforcing Local Ecosystem for
Reforms
2. Benchmarking Operational
success of PPPs
3. Improving Performance
Contracting of PPPs
4. Innovating Outsourcing with
Service Providers
5. Marketing Mass Behaviour
change in Customers
6. Financing Loss Reduction&
attracting Capital
Program Agenda- Power
Program Agenda- Water
6 power packed sessions each in
2 Parallel Tracks
48 thought leading speakers
250+ participants from
Companies
150+ companies
62 BEST Practices published
from 36 companies
11 Companies Awarded for their
best practices
http://www.iukan.in/conference-
2014
5/2/2015 © pManifold. All rights reserved. 7
IUKAN 2014 - Delhi

8. Our Projects
• Customer Intelligence
• Market Intelligence
• Investment Intelligence
• New Business Modeling, POC,
Partnerships
• M&E, Audit & Assessment
• Stakeholder Engagement
• Communications & Outreach
• Mobile & Web Apps
5/2/2015 © pManifold. All rights reserved. 8

9. • 6300+ customers primary survey across 3 states of
MS, MP and Orissa for 5+ new starting DFs, both
Urban and Rural (completed as on Dec. 2012)
• Quantify, measure and support improvements of
very objective of DF, the ‘Customer Satisfaction’
• Help prioritize initial Capex, setup Performance
Management for OperationsTeam and design PR
communications & campaign
• Door-to-door EUCOPS© survey of all socio-
economic category of customers, across sampled
Electrical Sub-divisions and zones.
• High data integrity with use of Technology – GPS &
camera enabled touch-screen mobile phones. Real
time survey form upload and download via GPRS.
Customer Satisfaction Performance Monitoring (EUCOPS©)
Measure Customer Expectations & Perceived
Service Quality Experience and clientele
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Mapping Service Quality Indicators across all customer categories on GIS maps
0%
5%
10%
15%
20%
Power,Quality
& Reliability
Customer
Service
Communication
Meter,Billing &
Payment
Price
Information
Access& Rec
Handling
Company Image
Weighted CSI (Perception)
Weighted Order (Expectations)
Gap between Expectations
& Perception of utility’s
Performance
Satisfaction Level across different divisions
Key Observations
n= 1027
n= 340
n= 345
n= 342
Order of Importance
Inferences drawn from GIS map may not be statistically relevant.
HIGHLOW
Relative Order of Importance
Zone 1 Zone 2 Zone 3Overall
n= 1027
FACTOR I: POWER QUALITY & RELIABILITY
5/5/2012Copyright(c)pManifold
A1: Unplanned outages - How satisfied are you with frequency and duration of unplanned outages?
 Around 30% respondents from all 3 zones are
dissatisfied with ‘Unplanned Outages’
 As per customers comments, there is high
problem of ‘Unplanned Outages’ in areas of Zone 3
 Number of client registered Log Complaints is
higher in Zone 3, matching above CSAT results
7%
40%53%
L M H
0% 20% 40% 60% 80% 100%
VS S DS VDS NA
Zone 3
Zone 2
Zone 1
Overall

10. • 1000+ customers primary survey across 40
sampled wards of one urban Maharashtra
town (completed as on Sep. 2012)
• Validate the top line revenue projections
from 24x7 Water project, and facilitated
financial closure of Rs. 1000+ cr. for the
project
• Door-to-door survey of all socio-economic category
of customers, across sampled Electoral wards using
Contingent Valuation Methodology (CVM).
• Benchmarking respondent profile, Water sources
characterization, Opinion on existing MC water
services, Willingness to receive & pay for improved
services, Billing preferences
Tariff Rationalisation & Willingness to Pay (WTP) – Water 24x7
Measure Customer Expectations & Perceived
Service Quality Experience and clientele
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Engaging Customers to map their WTP, and educating on benefits of Metering and new PPP
Sampled wards

11. Integrated
Customer
Engagement
Monitoring
Customer
Records
Land survey
Online
survey
Mobile SMS
survey
Customer
Facilitation
Center
Collection
Center
Call Center
Distributed
Control
Center
Grievances
Center
Online
Social
Media
Offline
Campaigns
pManifold brings ‘Science, Sense, Integration and
Regularity’ on Customer side of Utilities
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Most independently and skipping all hierarchies, we allow you active listening and
acting upon to your ‘Customer voices’ across all touch points and utility processes
Strategic Decisions | Operational Decisions | Revenue Assurance
Informed decisions, in-time actions
Segmentation, Profiling Awareness, satisfaction
Better Customer Engagement + Expedited Loss Reduction
Customer Analytics
 Locally immersed
 Adv. Mobile UIs
 Real time tracking
 GIS integration
 High security
 Vetted Methodologies
 Established processes
 Robust quality control
 Adv. statistics/analytics
 Micro strategy BI
 Strict confidentiality
Reliable Front End
Robust Back End

12. Market Research – Power Distribution Franchisee
Key Questions Answered..
• What is potential of Distribution Franchisee (DF)
model?
• Which states are looking to adopt the model?
• What are key risks and challenges?
• How is the bid process and how to analyze critical
contract terms and conditions in the RFP?
• What is a typical Capex Distribution for new DFs?
• What Returns to expect from a DF model, and what
key sensitivity parameters to analyze?
• How has been the bidding scenario and trend in
previous DF bids?
Report Beneficiaries
• Some select companies includes SBI
Caps, General Atlantic, L&T, ABB, Moser Baer, Essel,
Spanco, PNC InfraTech, ACME, SIS, SMS, IRIDIS,
SPML, MEIL
• Offered complementary workshop to their Top
Management to understand report content, and
help them with their entry and investment decision
in DF business
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Building Knowledge on new PPP models in Utility Investment and Operations Teams
94.45%
64.96%
46.51%
33.04%
21.77%
11.44%
1.44%0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2.50 2.70 2.90 3.10 3.30 3.50
InvestmentReturns(%)
Levelised Input Price (Rs./kWh)
Sensitivity to Input Bid Price
(fixed capex)
Equity IRR Project IRR
Bhiwandi
(MS)
Agra
(UP)
Aurangabad(
MS)
Nagpur(
MS)
Jalgaon(
MS)
Gwalior
(MP)*
Ranchi
*
Shil-Mumbra-
Kalwa
Bihar Inferen
Contract Period
(long contracts preferred by bidders)
DF contract tenure ha
new tenders settling
meet their reform co
Asset Health in RFP Baseline
(Ageing, Transformer Failure Rate,
etc.)
RFP baseline needs to
details, ageing, R&M
develop rational cape
Revenue & Customer Segmentation
(Absolute Number & Time Trend)
RFP baseline should s
meter types, number
subsidy, payment, co
Performance Guarantee (Inclusion of
Electricity Duty)
DISCOM's risk is bette
towards performance
Minimum Benchmark curve for Price
Bid (No benchmark is favored by
bidders)
Setting no min. bench
innovative in their pr
instead share their ca
Arrear Recovery Sharing (Higher
share is better)
Higher arrear recover
bidders. Ageing data
incentive time period
agitation, if arrear rec
Deputed Employees Terminal
Liability Payment by DF (sharing with
DF is fair)
Sharing part responsi
liabilities (gratuity/pe
supportive to DISCOM
O&M costs).
Mandated AT&C Loss Reduction
Trajectory (No trajectory is preferred
by DF)
A bulk target of reduc
has higher chances o
associated penalities.
could take good time
Penalties for Non Achievement of
Loss Reduction Targets (Lower is
better with bidder)
Keeping low penaltie
guarantee complianc
between bidders will
Treatment of Subsidy (Bid Price to
include subsidy retention by DL. Likely
There is risk for subsi
are suffering it alread
Comparative Review of RFPs, Bidder Preferences & Outlook

13. Client Problem
Solution Approach
Results
Quarterly Assessment of Customer Satisfaction with
Business Processes
• Client wanted to monitor each process which interfaces
with the end customer to monitor the challenges being
faced by them and to obtain their feedback and opinions
on various aspects of its service delivery
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for a Power Distribution Franchisee company with 4+ lac consumers
• 800 systematically sampled customers were
interviewed for the process that they had used in the
last quarter.
• The results were presented as Management
Dashboards with drill down capability in MS Excel.
• Key improvement Areas for each process was identified
and presented to individual process owners and top
management for action.• pManifold understood the business processes involved and
developed assessment questionnaires covering the key
performance metrics of the process on which the customer
feedback is collected. These primarily include Customer
Satisfaction, Ease of process, Turn-around-Time, Staff behavior and
Non-compliances e.g. additional payments, etc
• Computer Assisted Telephonic Interviewing (CATI) was
used to reduce costs and ensure direct traceability to end
customers.
• 8 customer facing process were covered,
– New Service Connection
– Meter Management
– Customer Service
– Meter Reading
– Bill Distribution
– Complaint Handling
– Collections
– Operations and Maintenance

14. Client Problem
Solution Approach
Results
Photo Meter Reading Mobile based App and Web
integration with Billing CRM
• Client wanted to outsource its Meter Reading process
and upgrade it to a Photo Meter Reading cycle. They
want to deploy and expand currently used pilot mobile
app, to a scalable and secured application and integrate
with Billing CRM
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for a Water 24x7 company with 2.5+ lac consumers base
• pManifold has developed Mobile based Meter Reading
application + Web Application + Hosting + year round
Managed services model to service end-end requirements
• The Mobile and Web App is developed and currently
getting field tested for Phase-1 of deployment with 80K+
customers.
• Key features of Mobile + Web App
– Role-based access to Utility Operations and Billing Team to enable:
• SPMs access zone-wise data
• Management to have overall view of data
• Early identification of exceptions
– Import/Export Data for cross validations and final CIS upload by
Billing Team
– Audit Checks and Workflows to enable SPMs check meter readings
and “Recommend Field Re-visits”
– Meter Reader-wise Workload management for load balancing
DATA QUALITY MANAGEMENT
DATA MANAGEMENT
DATA CREATION
Mobile App
Meter Reading | Location|
Photo | Meter Status | …etc.
Quality Audit Engine
Edit Checks | Automated
Checks | Manual Checks
ONLINE
Data Corrections
Role based access | Edit Logs
Meter Data Store
Reporting Engine
Exception Reporting |
Management Reporting |
Data Tracking
HTTP
AUTH
Administration
Users | Permissions | Backup
Data Import-Export
Pre-defined Formats to be
uploaded into the CIS
Meter Reader Work
Load Management
www.pManifold.com
HTTP
AUTH
HTTP
AUTH
Authorized Access
HTTP
AUTH
Works
Meter
Reading
Mobile
Photo Meter
Reader
Meter
Intelligence
Customer
Information
Bill
Generation
Vigilance
MeterCustomer QAQC
Analytics &
Triggers
> Meter Reading
> Meter Status
Service
Intelligence> Service Status
> Service reports
Meter
Maintenance
Meter
Installation
Customer
Intelligence> Customer
Contact info –
phone/email,
GPS, address,
name, etc,
APPAPP
APP
APP
Management
APP
WEB APP FOR OFFICE STAFF
MOBILE APP FOR FOS
MOBILE APP FOR CUSTOMERS
Inspection /
Indexing
APP
Phase 1
Phase 2
Phase 3
APP
www.pManifold.com 16

15. Let’s get in touch…
Joinusinourconversationsat,
Power
Distribution
Franchisee
AT&C
Efficiencies
True
Distributed
Generation
Power Distribution
Franchisee
Community of Interest
Connecting talent & Making
Local companies discoverable
pManifold Insights
Premium & Free Reports,
Presentations, and more…
pManifold
Community Blog
Articles, technical notes.
Talk to us or drop by…
Faiz Wahid
+91 88056-55069
Faiz.Wahid@pManifold.com
Rahul Bagdia
+91 95610-94490
Rahul.Bagdia@pManifold.com
India (Head office)
741 Byramji Town
Opposite Marina Residency
Byramji, Nagpur - 440013
Maharashtra, INDIA
New Delhi
303 B, Enkay Town Plaza,
I-Block, Palam Vihar
Gurgaon-122017,
http://www.pmanifold.com
USA
2020 Calamos Ct.,
Suite 209
Naperville,
IL 60653, USA
Mr. Dinesh Jain
+1 630-853-3520
dinesh.jain@pManifold.com
Let’s deploy our insights and actions
for your business to improve and grow!
Water Sector
Reforms - India
Community of Interest
5/2/2015 © pManifold. All rights reserved. 15