Post on 14-Nov-2014
description
Esri European User Conference 26th October 2011, Madrid, Spain
Right People, Right Process, Right Technology
Pete Massey, Director, Gas Distribution TransformationNational Grid plc
Disclaimer
“The information contained in this presentation has been compiled by National Grid Group from sources believed to be reliable, but no representation or warranty, express or implied, is made by National Grid Group its affiliates or any other person as to its accuracy, completeness or correctness. Accordingly, National Grid Group or their agents, servants or contractors do not accept any liability for any losses arising under or in connection with this information. any losses arising under or in connection with this information. This limit on liability applies to all and any claims in contract, tort (including negligence), misrepresentation (excluding fraudulent misrepresentation), breach of statutory duty or otherwise. This limit on liability does not exclude or restrict liability where prohibited by the law.”
Agenda
� Who we are…
� The Case for Change…
� Technology Innovation: SAP/ESRI design integration
� The Transformation Journey…
� Lessons Learnt so far…
based in the UK and northeastern US
One of the world’s largest
Investor -owned utilities
27,000 employees 60% work
in the US; 40% work in the UK
Gas Distribution Transformation
National Grid – who we are…
We own the high-voltage electricity transmission system in England and Wales and operate the
own and operate gas transmission
£30bn asset base £3.6bn operating profit £22bn investment (2010-2015)
19m industrial, commercial and
domestic customers
A dedicated electricity and gas company…
generation plants with a
capacity of >4,000 mW
unregulated businesses: liquefied
natural gas (LNG) importation,
land remediation, metering and interconnectors
system across Great Britain. We own and operate the high pressure gas transmissionsystem in Britain, and Britain’s largest gas distribution business delivering gas to almost 11 million homes
and businesses. In the US we distribute electricity to 3.4 million customers and we distribute natural gas to 3.5 million customers
Our core purpose…
…to connect people to the energy they use everyday
COLLAB-
NEWREGULATORYINCENTIVES
FORMER PUBLIC SERVICE
UNBUNDLING
>20 YEARSPRIVATE
Our current world…
OLDMULTIPLE
ITSYSTEMSBEHIND THE
COMPETITON
DISENGAGEDWORKFORCE
ORATIVEWORKING
ACQUISITIONMERGERS
UNBUNDLING
POOR ITPROJECT
MANAGEMENT
The case for change
Performance Challenge
GD IDNsASPIRATION
£230m
7.5 7.9 8.3
£285M*
Efficiency – opex
Customer
Safety
Efficiency - totex
£71£75
Best in class
Best in class
Poor
Poor
Poor Best in classFRONTIER
Poor customer satisfaction
68% 78%
0.12 0.05
People
Best in class
Best in class
Poor
Poor
Simplifying the systems landscape
L3 Capabilities
Work De livery
Asset Management
E xecute Work
Dispatch W ork & Resources
S chedule Work & Resources
M anage Mate ria ls, Plant, Equ ipment & Logis tics
M anage Integ ra ted Work & Resource Plan
Develop Integra ted Work and Resourc e Plan
M anage Resource Requi rem en ts
M anage Permits & Notifica tions
P rogramm e Ini tiation
Undertake Regula tory Reporting
Generate Des ign
Technica l Approval / Sanction
Investment Approval / Sanction
P ost Investmen t A ppraisal
Develop Investment Strategy & Plan
Develop & Manage A sset Strategy & P olicy
WE4
RM11
RM10
RM 9
RM 7
RM 6
RM 5
RM 3
P12
P11
AD6
AD5
AD4
IM7
IM5
A P1
QB Networks
QB Networks
WA M
Offl ine
Offl ine
Offl ine
Offl ine
Offl ine
Offl ine
Offl ine
Customer Driven Construction
QB Networks
QB Networks
P rimavera
Offline
Offline
STORM S
MPRS, M RDST
Offline
Offline
Offline
Offline
Offline
Construction
QB Networks
STORMS
S AP BO
WAM - QB
Offl ine
S TO RM S
ETON
N/A
QB Ntwks
N/A
N/A
Offl ine
Offl ine
Offl ine
Offl ine
Repair
QB MARS
QB MARS
MIMS 4 .3
Offline
MIMS 4 .3
MIMS 4 .3
QB MARS
Offline
MIMS 4 .3
MIMS 4 .3
N/A
Offline
Offline
Offline
Offline
MIMS 4 .3
M aintenance
E &MW - JIS
E &MW - JIS
E &MW - JIS
SAP B O
Offline
E&MW
Offline
ETON (manual )
N/A
E &MW
N/A
N/A
Offline
N/A
Offline
Offline
Emergency
T EA RS AP BOE&MW S AP BO
OffQ B
STORMS OffQ B
S TORM S
DODS
E TON S TORMS
QB Ntwk s ST ORMS
SA P BO DODS
E TON ST ORMS
QB Ntwk s ST ORMS
SAP B O DODS
T EA R, MRDST
TE AR, NGS
TE AR, CMS
TE AR, STO RM S
QS AQ S
QS AQ S
QS AQ S
MPRS, M RDST
L3 Capabilities
Asset ManagementDevelop & Manage A sset Stra tegy & P oli cyA P1
Custom er Dr iven Construction
Cons truc tionRepairM aintenanceEmergency
SAPS AP SAPS AP SAPS AP SAPSAP S APS AP SAPSAP
Existing patchwork Landscape
To be Landscape
Customer
M anage Work C losure & In form ation Capture
P erform ance Management
Inciden t Management
WE15
WE12
WI 9
WA M
N/A
WAMN/A
QB Net
WA M
ST ORMS
QB MARS
N/A
E&MW - JIS/FA
B usiness Objects
Offline QB
A nalyse to Improve Custom er Servic e
M anage Outbound Customer Com munic ations
M anage Complaint
Crea te or Update Cus tomer W ork
Crea te / In itia te Custom er Quote
M anage Enquiry
Receive Customer Contact
CM08
CM07
CM06
CM05
CM04
CM02
CM01
Offl ine
Sharepoint
Offl ine
Offline
Lotus Notes DB
S harepoint
N /A
N/A
Offline
Alliances & Coaliti ons*
Offl ine
Offl ine
Sharepoint
N/A
N/A
Sharepoint
Offline
Offline
S harepoint
N/A
N/A
S harepoint
Offline
Offline
E&MW
S harepoint
E&MW
N/A
E &MW - E CHP
E &MW - E CHP
MIMS 4 .3
QB MARS MIMS 4 .3
STORM S QB Net ST ORMS
ECHP
QB Net ST ORMS
QS, AQS S AP BO
Q S,AQS S AP BO
Q S,AQS S AP BO
Q S,AQS S AP BO
N/A
Customer
Work De liver y
M anage Work Closure & In form ation Cap tu re
P erform ance Management
Inciden t Management
E xecu te Work
Dispatch W ork & Resources
S chedule Work & Resources
M anage Mate rials, Plant, Equ ipment & Logis ti cs
M anage Integ ra ted Work & Resource Plan
Develop Integra ted Work and Resourc e Plan
M anage Resource Requi rem ents
M anage Permits & No tifica tions
P rogramm e Ini ti ation
Undertake Regula tory Reporting
Generate Des ign
Techn ica l Approval / Sanction
Investment Approval / Sanction
P ost Investment A pprai sal
Develop Investment Strategy & Plan
WE15
WE12
WI 9
WE4
RM11
RM10
RM 9
RM 7
RM 6
RM 5
RM 3
P12
P11
AD6
AD5
AD4
IM7
IM5
A nalyse to Improve Custom er Servic e
M anage Outbound Customer Com mun ic ations
M anage Complaint
Crea te o r Update Cus tomer W ork
Crea te / In itia te Custom er Quote
M anage Enquiry
Receive Customer Contact
CM08
CM07
CM06
CM05
CM04
CM02
CM01
SAP
SA P, Mobi le ( BoB)
S AP BI
N/A
Mob ile ( BoB)
S&D (BoB )
SAP, S&D
SAP, S&D
SAP, S&D
SAP, S&D
SAP, ETON
SAP
S AP BI
N/A
SAP
SAP
SAP
SAP
S AP, Mob ile (BoB )
SAP BI
SA P, S& D
Mob il e (BoB )
S& D (BoB)
SA P, S& D
S AP
SA P, S& D
SA P, S& D
SA P, S& D
SAP, ETON
N/A
SAP BI
N /A
N /A
S AP
N/A
S AP
SAP
SA P, Mobi le ( BoB)
S AP BI
N/A
Mob ile ( BoB)
S&D (BoB )
SAP, S&D
SAP, S&D
SAP, S&D
SAP, S&D
SAP, ETON
SAP
S AP BI
N/A
SAP
SAP
SAP
SAP
S AP, Mob ile (BoB )
SAP BI
SA P, S& D
Mob il e (BoB )
S& D (BoB)
SA P, S& D
S AP
SA P, S& D
SA P, S& D
SA P, S& D
SAP, ETON
N/A
SAP BI
N /A
N /A
S AP
N/A
S AP
SA P, Mobi le ( BoB)
S AP BI
N/A
Mob ile ( BoB)
S&D (BoB )
SAP, S&D
SAP, S&D
SAP, S&D
SAP, S&D
SAP, ETON
SAP
S AP BI
N/A
SAP
SAP
SAP
SAP
S AP, Mob ile (BoB )
SAP BI
SA P, S& D
Mob il e (BoB )
S& D (BoB)
SA P, S& D
S AP
SA P, S& D
SA P, S& D
SA P, S& D
SAP, ETON
N/A
SAP BI
N /A
N /A
S AP
N/A
S AP
SA P, CRM
SA P, CRM
SA P, CRM
N/A
N/A
SA P CRM
SA P CRM
S AP CRM
S AP CRM
S AP CRM
S AP CRM
N/A
S AP CRM
S AP CRM
SAP, CRM
SAP, CRM
SAP, CRM
N/A
N/A
SAP CRM
SAP CRM
S AP, CRM
S AP, CRM
S AP, CRM
N /A
N /A
S AP CRM
S AP CRM
SAP , CRM
SAP , CRM
SAP , CRM
SAP CRM + SAP
SAP CRM + SAP
SAP CRM
SAP CRM
SA P, CRM
SA P, CRM
SA P, CRM
N/A
N/A
SA P CRM
SA P CRM
S AP CRM
S AP CRM
S AP CRM
S AP CRM
N/A
S AP CRM
S AP CRM
SAP, CRM
SAP, CRM
SAP, CRM
N/A
N/A
SAP CRM
SAP CRM
S AP, CRM
S AP, CRM
S AP, CRM
N /A
N /A
S AP CRM
S AP CRM
SAP , CRM
SAP , CRM
SAP , CRM
SAP CRM + SAP
SAP CRM + SAP
SAP CRM
SAP CRM
SAP, Mob il e (BoB)
SAP BI
S AP, S &D
Mobile (BoB)
S&D (BoB)
S AP, S &D
SAP
S AP, S &D
S AP, S &D
S AP, S &D
SA P, ETON
N/A
SAP BI
N/A
N/A
SAP
SAP
SAP
SAP, Mob il e (BoB)
SAP BI
S AP, S &D
Mobile (BoB)
S&D (BoB)
S AP, S &D
SAP
S AP, S &D
S AP, S &D
S AP, S &D
SA P, ETON
N/A
SAP BI
N/A
N/A
SAP
SAP
SAP
S AP, Mob ile (BoB )
SAP BI
N /A
Mob ile (BoB )
S& D (BoB)
SA P, S& D
S AP
SA P, S& D
SA P, S& D
SA P, S& D
SAP, ETON
S AP
SAP BI
SA P, GIS
SA P, GIS
S AP
SA P, GIS
M RDST, SA P
S AP, Mob ile (BoB )
SAP BI
N /A
Mob ile (BoB )
S& D (BoB)
SA P, S& D
S AP
SA P, S& D
SA P, S& D
SA P, S& D
SAP, ETON
S AP
SAP BI
SA P, GIS
SA P, GIS
S AP
SA P, GIS
M RDST, SA P
SAP , Mobi le (B oB)
SAP B I
N/A
Mobi le (BoB)
S&D ( BoB)
SAP, S&D
SAP
SAP, S&D
SAP, S&D
SAP, S&D
SA P, E TON
SAP
SAP B I
SAP, GIS
SAP, GIS
SAP
SAP
SAP
SAP , Mobi le (B oB)
SAP B I
N/A
Mobi le (BoB)
S&D ( BoB)
SAP, S&D
SAP
SAP, S&D
SAP, S&D
SAP, S&D
SA P, E TON
SAP
SAP B I
SAP, GIS
SAP, GIS
SAP
SAP
SAP
…a proven SAP backbone with selected best of breed applications reduces 40 core
systems to 4 to create a simplified, standardised and integrated systems landscape…
9
...step change in customer service
...make life simpler for our people
...make us more productive
...build robust process & controls
UK Gas Distribution Transformation
Large scale IT investment
Business Performance /Perceptions
Planned Performance
Uncontrolled change
Our controlled change
100%
Depth of Solution(Business
Functionality)
Complex business change journey
... Our comprehensive approach to business engagement underpins the design and delivery of benefits. Our deployment strategy reduces the technology risk by focusing Release 1 to core foundational
components and progressively embedding business improvement through Release 2 and 3…
Time
Realisation
Performance
Fear
Depression
Anger Understanding
Under Performance
Enthusiasm
Performance risk
100%50%
50%
Breadth of Solution
(Software Components)
Release 1
Release 2
Release 3
...delight our customers
...make life simpler for our people
...make us more productive
...build robust process & controls
UK Gas Distribution Transformation
Large scale IT investment
Largest single GD capex investment
>£200m delivers annual
benefits of >£39m
7
>35,000 types of legacy
data rationalised to 5,000 on
new systems
40m
• A journey that taps to the core of our established culture and performance
• 4500 employees to successfully engage and train
Complex business change journey
7 vendor partners operating as one
team across 5 countries
(18 hours/day at peak)
Up to 500 staff onshore and
offshore
40m data items to be cleansed
and 13m new data items to be
created
>50,000 tests to be
undertaken
engage and train
• Implement new process centric organisation and create new Customer Centre
• Develop our process skills and leadership capabilities
• Deliver over 100 innovative business engagement events
… Our comprehensive approach to business engagement underpins the delivery of benefits. Our deployment strategy seeks to reduce the technology risk by narrowing the focus of Release 1
to core foundational components and enabling an early release of the emergency solution…
Enterprise Asset Management (EAM)Geographical Information System (GIS)
Customer Centre Solution• Telephony• Intelligent Call Handling• Contact Management
Integration to Specialist systems:• Highway Authority Noticing & Permits • Network Analysis• Mains Risk Score Management
Our
Pro
cess
esO
ur C
usto
mer
s
SAP- centric solution with integrated geospatial planning, scheduling and mobile applications
MobileWork Mgt
Mobile GIS
• Asset & Work Management • Customer Contact Management • Projects & Portfolio Management• External Partner Access (Portal)• Document Management • Management Information • Back Office (HR, Finance, Procurement)
Advanced Work Scheduling & Planning
• Work Forecasting & Planning• Work Scheduling• Work Location • Work Analytics
Geographical Information System (GIS)• GIS Desktop• GIS Designer• GIS Mobile (Field Solution)• LocatorHub (Address Management)
3GGPRSGSM
SmartTravel(GPS)
Our
Pro
cess
esO
ur F
ield
For
ce
SAP Central Hub with ClickSoftware
� Dynamic auto-scheduling for optimisation of resourc es� Visibility of all work and ability to bulk issue an d drip-feed work� Integration with Smart Travel via ClickLocate provi des real time
geographical view of all work and vehicles
Unlocking knowledge using GIS
� Graphical information layers and analysis� Asset and Work Management performance online� Linear assets mastered in GIS and replicated in SAP� Work creation from either SAP or ESRI� Single address management across all applications
Manual paper
design
Manually Create Work
Orders
IssueWork pack
to Alliance
Subdivide into
parcelsof work
Capture JobRecord
& Paper ‘As Built’
Recreatescheme
templates in CAD
1 2 3 4 5
Manuallydigitise in core GIS
Old Process
Build
6 7 9
8
Innovation in the Design Process
Subdivide into
parcelsof work
Issue SAP
Work Order
Print design
templates
2 3 4Promotedesign to‘As Built’on GIS
- Electronic re-design as required -Work orders
automatically created using the design
-Removes manual digitisation
-QA check only
New Process
Create design polygon, design assets using CU’s, create engineering jobs
1
Build
- Electronic Design based upon CU’s
- Identification and creation of service jobs
- Improved estimates & tracking of costs
- Automated splitting of pipes
5 6
ArcFm Designer –Create design polygon and select asset to be replac ed…
ArcFm Designer –Design new asset (Cyan Line) insertion route in exi sting pipe
ArcFm Designer –Use Address Layer to identify affected services
ArcFm Designer –Postcode and NRSWA notice period automatically from spatial layer
ArcFm Designer –Design sent to SAP and Work Orders automatically cr eated in SAP
ArcFM Designer – Scheme TemplateChanges updated ‘as built’ and then promoted to fina l asset record.
Engagement from the start of design
July 2009 - March 2011
Design
Jan 2010 - Oct 2012
• ‘man-in-a-van’ Testing• Get Connected • Supervisor training• Individual training • Health Checks• Post Go-Live Support• Mobile screen review
• Design Theatres• Deep Dive and End to End • Mobile Screen Design (HCI)• Acceleration Weeks• Offshore detailed design• Partner Collaboration
• Mobile screen review• Detailed design output• Learning….
• How we should do a great job?• Apply the ‘customer lens’… • Verify controls & change impacts
Scale of the transformation
Systems
Structures
ProcessPerformance
Behaviours
Leadership
� Implementing a new process centric operating model
Developing new process capabilitiesPutting customer at the
Implementation of GDFODefining clear behavioural expectations and working
practices
Desired
hardware
Developing our longer term resourcing strategy
Developing our talent and senior succession plans
‘‘Rigorous Execution’
…we need to address all the dimensions of transformation, both ‘hardware’ and ‘software’, to create the desired culture and achieve sustainable success…
Process
Environment
Management Information
Governance
Organisational Readiness
Performance Management
Creating a new Customer Centre
Improving data quality and regulatory reporting
Putting customer at the heart of our processes
Design TheatresManaging implementation risk
Preparing for RIIO-GD1
DesiredCulture
software
term resourcing strategy
Demonstrating our compliance and improving process and data controls
‘Harnessing Energy’
Release 2:2,800 peopleFull emergency deployment
Enhanced mobile data capture for maintenance
Customer Centre Telephony & CRM
Release 3:3,000 people Repair
Construction & Customer driven construction
New Customer Centre and organisation in place
New leadership and staff structure in place
Collaborative design theatres
A
Release 1: 1,200 peopleSmart travel (GPS)
Maintenance
Emergency early release area
Transformation Roadmap
Integrated solution design
Build the architectural and capability foundation
Telephony & CRM
May 2011 to May 2012
October 2010
November 2011 toOctober 2012
A
B 1 3
release area
Process centric operating model
Process
Function
2
Lesson Learnt so far…
� Click Schedule
Planning & Dispatch Regular milk-runs Skills sets Everyday ����� Process end to end view
creates transparency and enables focused actions to raise performance
� People like the screen designs – because they designed them!
Planning & Dispatch Regular milk-runs Skills sets Everyday behaviours critical����
� Engagement needs to manage expectations, hold to commitments. Extend beyond go-live to establish new ways of working and maintain buy-in
� Thinking spatially opens up new dimensions in understanding the performance of the business – but very few people naturally think this way…
Summary
� The Transformation of our Gas Distribution business is a exciting mix of exploiting new technology and leading the management of change to fundamentally transform the way we work.
� The integrated ESRI/SAP/Syclo design will improve the efficiency and effectiveness of our end-to-end process by helping get better designs,
� The integrated ESRI/SAP/Syclo design will improve the efficiency and effectiveness of our end-to-end process by helping get better designs, streamlining capital planning and opening up our asset information management to enable better asset decisions.
� Our People and our asset data remains critical to the effectiveness of our business and we are tackling all aspects of our culture to ensure we can achieve sustainable business results:
Right People, Right Process, Right Technology
Summary
Las Personas Correctas…
Procesco CProcesco Correcto…
La Tecnologia Correcta…