Agenda - smart-energy.com Smith_0.pdf · v SAP certified solution for ISU/CCS RDI (Raw Data...
Transcript of Agenda - smart-energy.com Smith_0.pdf · v SAP certified solution for ISU/CCS RDI (Raw Data...
2 Proprietary and Confidential Copyright of CLP Power HK Ltd
Agenda
v CLP company profile
v The need for improved customer service
v Enabling total bill presentment
v Lessons learned and challenges ahead
v Q&A
3 Proprietary and Confidential Copyright of CLP Power HK Ltd
Agenda
v CLP company profile
v The need for improved customer service
v Enabling total bill presentment
v Lessons learned and challenges ahead
v Q&A
4 Proprietary and Confidential Copyright of CLP Power HK Ltd
Status quo in 2001
v Mainframebased “home grown” electricity billing system v Accountcentric rather than customercentric v Rising consumerism and increasing demand for customer services v System costly to run and inflexible to adapt to changing requirements
v Customer service agents not able to view the image of the bill document sent to customers, can only see raw data online
v High maintenance effort for bill format changes (Cobol, hardcoding etc.) v Support for limited number of max. 2 bill inserts v Customer web site stores PDF bill images, rising storage costs v Bill printing was outsourced in line with mainframe exit strategy, but cutting and
insertion done inhouse; decision to bring total bill presentment process back inhouse for strategic reasons and as tool for business communication
v Functional limitations in legacybased systems v Technology obsolescence v Scalability limitations
5 Proprietary and Confidential Copyright of CLP Power HK Ltd
Customer Care and Marketing System (CCMS)
v Objectives ¬ Enable customercentric view (e.g. maintenance of multiple accounts
under different tariff schemes for the same customer) ¬ Position CLP for future opportunities ¬ Revolutionise customer service ¬ Incorporate industry best practices
v Scope ¬ Customer services functions, call centre integration ¬ Meter reading and meter management ¬ Tariff maintenance, billing ¬ Integrated multichannel bill presentment ¬ Payment collection and credit management ¬ Marketing analysis and campaign management ¬ Account, contact and activities management ¬ Customer Self Services via Internet
v Selected SAP ISU/CCS, CRM, BW as core architecture for CCMS in 2001
6 Proprietary and Confidential Copyright of CLP Power HK Ltd
Business requirements for bill presentment
v CCMS batch regular bill printing ¬ Average volume 70,000 and peak 120,000 per night
v CCMS batch and online copy bill (viewing, printing, faxing) ¬ Customer service agents process bills decentralised at customer service
centres (customer kiosks), bills labelled as “Copy bill” ¬ Need online access to past 12 months history
v CCMS online bill (viewing, printing, faxing) ¬ Similar to above, but this are original bills not copy bills ¬ Typically for walkin customers to receive final bill “on the spot” upon
account termination, reflect latest account balance status incl. payments v Legacy system (“CISS”) online bill
¬ As above, but for legacy system bills, up to 12 months history ¬ Must be transparent to user, through user interface of new CCMS system
v Copy bill reprint request ¬ CLP customers request for copy bill reprint for past 12 months through
customer service hotline, or IVRS, and receive copy bill through mail v Inclusion of customised bill messages, depending on e.g. customer type
7 Proprietary and Confidential Copyright of CLP Power HK Ltd
Business requirements (cont’d)
v Customer Self Service via Internet ¬ Customers view, print past 12 months (both CCMS and CISS legacy)
through CLP website ¬ To include both lowbandwidth text version, as well as full bill image in
PDF, bill inserts in PDF v eBill notification
¬ Customers who are registered for eBill receive bill notification email with a URL link to view their bill online via CLP website, no hardcopy bill is sent
v CCMS batch Braille printing ¬ Bills in Braille format for visually impaired customers
v Bill sorting and batching to meet different delivery channels ¬ Delivery by post, by hand through CLP company couriers (e.g. sequencing
by the unit number in the apartment block starting from top floor) ¬ Different bill inserts depending on customer relationship and priority
v Bill layout also needs to support bar charts (consumption history) v Support of barcodes required (payment stub) v Optical Mark Reading (OMR) to determine appropriate bill inserts during
enveloping process
8 Proprietary and Confidential Copyright of CLP Power HK Ltd
Complexity of bill forms and layouts
v 24 different bill types ¬ Normal, copy, prorata, special, group, Braille, warning,
disconnection, amended, final etc. v 7 different tariff types ¬ Domestic, elderly, bulk, general service, large power, public
lighting, CLP staff v 2 languages ¬ English, Traditional Chinese (Cantonese), some bill types bilingual
v ~ 78 (!) possible combinations in total v Two different types of preprinted paper (blue = normal, red = dunning)
v Results in complex sorting, batching, sequencing criteria; would lead to extensive custom development requirement if done in SAP, hence decided to use standard StreamServe capabilities
9 Proprietary and Confidential Copyright of CLP Power HK Ltd
Technical requirements
v Easy to use designtime tools / support for layout design v WYSIWYG look & feel, standard SAP Print Workbench too technical v Minimise ongoing support requirements for bill form / layout changes v Overall tight endtoend integration and automation
v Minimise storage requirement; retrieval rate for historical bills ~0.1% only; don’t want to store PDF images of all bills (24M bills, 150KB PDF, ~3.5TB storage just for bill image archiving)
v SAP certified solution for ISU/CCS RDI (Raw Data Interface) v Endtoend status monitoring of print status (SAP BCXOM interface) and e
mail/fax status (SMTP)
v Support costeffective Microsoft Windows / Intel platform v Scalable solution, multiprocessor capable, parallel processing v Support highavailability clustering solution v Able to resume service at secondary DR site within max. 3 hours failover time,
requires data synchronisation from primary to secondary site
v Proven solution (must have reference sites)
10 Proprietary and Confidential Copyright of CLP Power HK Ltd
Agenda
v CLP company profile
v The need for improved customer service
v Enabling total bill presentment
v Lessons learned and challenges ahead
v Q&A
11 Proprietary and Confidential Copyright of CLP Power HK Ltd
Implementation project highlights
v Tendered for implementation of bill presentment solution, including production printers, in mid 2002
v Reviewed five different solutions and consortia, shortlisted three v Thorough evaluation across multiple criteria ¬ Product and functionality evaluation (bill presentment capabilities, bill
message / batching / distribution, output management) ¬ Technical evaluation (platform, system architecture, integration with
SAP and archiving solution, scalability, availability) ¬ Implementation requirements (implementation plan, system test
approach, training, warranty and maintenance) ¬ Supplier evaluation (ability to demonstrate relevant expertise, market
position (e.g. Gartner, IDC), vision, financial strength) ¬ 5year total cost of ownership, and cost per bill
v Awarded tender to IBM / StreamServe consortium in Q3/2002 v IXOS chosen for integrated archiving solution v Implementation Q4/2003 – Q2/2004, aligned with CCMS programme v CCMS golive in two phases: July + November 2003
12 Proprietary and Confidential Copyright of CLP Power HK Ltd
Simplified bill presentment workflow
13 Proprietary and Confidential Copyright of CLP Power HK Ltd
Detailed bill presentment architecture
Output spool file in RDI or
ASCII
Online printing
bills (1) Preprinted forms
StreamServe Bill
Presentment system (BPS)
Online printers
Customers
SAP WAS Web server(2)
Archive Storage media • Archived CCMS data files • Archived legacy CISS data
SAP GUI (e.g. executing CIC)
Bill (1) printout given to
customer
• View bill (1) – PDF preferred
• Retrieve archived
CCMS data and CISS data
Internet
Call center representative communicates to customer based on what is displayed on the SAP GUI
Customer specific bill (1)
retrieval
IXOS Archive system
• Archive “closed” data once retention
is reached
BPS auto generate bill (1) in PDF format and Web server retrieves the PDF file via HTTP
Request for online bill (1)
CCMS (SAP ISU/CCS 4.64) Win2000, SQL2000
CISS Legacy
(mainframe)
Sequential Tapes
• Retrieve archived CCMS data, archived legacy CISS data
• Retrieve archived CISS bill print list to transfer to BPS for online printing and adhoc PDF generation
Archive CISS Data in print lists and document lists
Archive Legacy Data (archived in tapes) in ASCII flat files
1. Application generates bill 2. Uses “form” within CCS
(via Print Workbench) 3. Prints file in RDI or ASCII
to spool subsystem
Customer calls Call Center e.g. past month high bill complaint
Preprinted forms
IBM batch production printers
Batch printing bills (1)
Mail distribution
to customer
Note: (1) Bills represent both CCMS and CISS bills (2) Web server is part of the CSS component
Microsoft Exchange email server (SMTP)
eBill notification
eBill notification
Call centre representative views
preview and selects to print
14 Proprietary and Confidential Copyright of CLP Power HK Ltd
Process flow CCMS batch regular bill printing
CCMS (SAP IS U/CCS 4.64)
Win2000, SQL2000
StreamServe Communication
Server IBM Infoprint Manager
Preprinted forms
IBM batch production printer
Nightly batch
RDI files Print status
Print output files
Print status
Print output files
Print status
PreLaserMax
PostLaserM
ax Cutter & Inserter machines
Customers
Mail distribution to customers:
• Delivery by Hong Kong Post
• Other forms of delivery (hand delivery)
Bill Document
Print Document RDI files
• One RDI file can represent 1 bill or many bills.
• The RDI files are ‘dumped’ into SAP spool queue for bill batch printing.
Meter reading data
‘Spliced’ Pre printed forms
15 Proprietary and Confidential Copyright of CLP Power HK Ltd
Printing room operations
16 Proprietary and Confidential Copyright of CLP Power HK Ltd
Process flow CCMS online copy bill
CCMS (SAP IS U/CCS 4.64)
Win2000, SQL2000
StreamServe Communication
Server IBM Infoprint Manager
* CLP currently outsources its fax services to PCCW RDI file Print output
files
Print status
Print output file
Print status Customer
at customer service site
SAP GUI (e.g. executing CIC) RDI file
PDF file
Online printer(s) at customer service agent site
Preprinted forms
Microsoft Exchange (SMTP)
Email with PDF file attachment
Fax Completion Notification
Print status or Fax Completion Notification
Fax Server *
Email with PDF file attachment
Fax Completion Notification
17 Proprietary and Confidential Copyright of CLP Power HK Ltd
Bill samples – English and Chinese versions
18 Proprietary and Confidential Copyright of CLP Power HK Ltd
Bill samples – bilingual
19 Proprietary and Confidential Copyright of CLP Power HK Ltd
Process flow Customer Self Service (CISS bill)
Archive Storage media
StreamServe Communication
Server RDI file / ASCII file
Request to view bill
IXOS archive system
SAP WAS Web Server Request to view bill
PDF file
CCMS (SAP ISU/CCS v4.64 & CRM v3.1) Win2000, SQL2000
Request for Legacy (CISS)
ASCII file
Legacy (CISS) ASCII file
PDF file
Send back the bill data for text bill view
Display text bill view
Request to view graphical bill
20 Proprietary and Confidential Copyright of CLP Power HK Ltd
Customer self service – bill retrieval
21 Proprietary and Confidential Copyright of CLP Power HK Ltd
Online bill display – text version
22 Proprietary and Confidential Copyright of CLP Power HK Ltd
Online bill display – graphic version
23 Proprietary and Confidential Copyright of CLP Power HK Ltd
Online bill display – legacy CISS bill (Chinese)
24 Proprietary and Confidential Copyright of CLP Power HK Ltd
Online bill display – bill inserts
25 Proprietary and Confidential Copyright of CLP Power HK Ltd
Process flow CCMS batch Braille printing
Address labels
Braille bill
Customer
Embosser Juliet Pro 60
Print driver Zebra 140xilll Manual
insertion and send to
customers
CCMS (SAP IS U/CCS 4.64)
Win2000, SQL2000 StreamServe Communication Server
Extract & Format Print file
Address in Braille codes
Extract Address labels
IBM Infoprint Manager
Address Labels print file
Print file in Braille codes
Label printer
RDI
Print files for bill and label
Print status
Print status