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Experience you can trust.
Confidential
Presentation of the KPI Report
Riyadh, 25 January 2009
Dr. Viren Ajodhia
Mr. Daniel dHoop
Dr. Jan Lefers
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Presentation Outline
Welcome and Project Background KPI Recommendations + Discussion:
Generation
Transmission
Distribution
Customer Service
Final KPI list
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Project Background
Development of Key Performance Indicators for the ElectricityGeneration, Transmission, Distribution and Customer Service
Activities of the Kingdom of Saudi Arabia
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KPI Report
Review existing performance in the KSA Review international practices for KPI application
Define main parameters of KPI framework
International and local data collection
Propose KPI System for the KSA
Recommend suitable KPIs
Definitions and computations
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Generation
Introduction International Practices
Existing KPIs in Saudi Arabia
Answers on comments
Recommended KPIs
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Generation International Practices
Key Performance Indicator Texas,(
USA)
California,(
USA)
PJM(USA)
Netherlands
Malaysia
South(Aust
ralia)
Victoria(Australia)
SouthKorea
Jordan
Availability Factor
Capacity Factor
Heat Rate
Forced outage factor Scheduled outage factor Equivalent outage factor Starting Failure Health, Safety andEnvironment
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Generation Saudi Arabia
Performance Indicators SEC Marafiq SWCC Saudi
Aramco
Annual Heat Rate (AHR) X X X X
Planned Outage Factor (POF) X X
Forced Outage Factor (FOF) X X
Forced Outage Rate (FOR) X X
Maintenance Outage Factor (MOF) X X
Scheduled Outage Factor (SOF) X X
Availability Factor (AF) X X X
Service Factor (SF) X X
Gross Capacity Factor (GCF) X X X
Gross Output Factor (GOF) X X
Average Run Time (ART) X
Starting Reliability (SR) X
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Definitions and mathematicalequations according to NERC-GADS
and IEEE-762
Definitions are already in use by SEC
Remarks of SEC on a few definitions are useful and will
be added to report.Possibility of adding the definitions used SEC as
Appendix to the report
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Saudi Aramco-KPI
Power Incidents and Reliability Date Base Availability index (total running hours/total period
hours)
Reliability index (total period hours-interruption
hours/total period hours)
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Comments of ECRA, SEC ,Marafiq,Saudi Aramco, SWCC
Reduction of KPIs
Weighted pooling of units
Heat rate
Outages (SOF, POF, MOF) Environment-Standards
Environmental Regulation
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Generation RecommendationsTable 2.6 Recommended KPIs for Generation.
KPI Unit Level
General information
G1 Age of unit Years UnitG2 Technology Unit
G3 Fuel base Unit
G4 Gross Maximum Capacity (GMC) MW Unit
G5 Net Maximum Capacity (NMC) MW Unit
Operational aspects
G6 Annual Heat Rate (AHR) Btu/kWh Unit
G7 Availability Factor (AF) % Unit
G8 Service Factor (SF) % Unit
G9 Forced Outage Factor (FOF) % Unit
G10 Scheduled Outage Factor (SOF) % Unit
G11 Equivalent Forced Outage Rate (EFOR) % Unit
G12 Starting Reliability (SR) % Unit
Capacity
G13 Gross Actual Generation (GAG) MWh Unit
G14 Net Actual Generation (NAG) MWh Unit
G15 Gross Capacity Factor % Unit
G16 Net Capacity Factor % Unit
Health, Safety and Environment
G17 Lost time injury frequency rate (LTIFR) inc. / mln hours Company
G18 Medical treatment injury frequency rate (MTIFR) inc. / mln hours Company
G1-G5,
G13,G14 are
physical data
of the unit
and no Key
Performance
Indicators
Butbackground
information
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Weighted pooling of units procompany Weighted statistics is recommended for a group of units
with different capacity
Larger units have more impact than smaller units
Remark:
Mathematical equations for calculations will be added in the
report
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Heat rate is influenced by:
Effect of ambient conditions is large on heat rate
Technology (simple cycle, combined cycle, steam cycle,
diesel generators, cogeneration)
Fuel type (diesel, gas, crude)
Capacity of units (large units have lower heat rate than
small units)
Net heat rate is not always available. Heat rate on unit
level is not always available
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Heat rate-Indicative effect of ambientconditions
Steam cycle Gas turbine Combined Cycle
10 K increase in cooling watertemperature
+2% no impact +0.5% to +1.2%
10 K increase in ambienttemperature
no impact +1.5 to +2% +0.3% to + 0.6%
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Heat rate-Effect of fuel typeGE MS7001-SEC-WOA
11,952 kJ/kWh (diesel)
13,894 kJ/kWh (crude oil)
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Heat Rate
Heat rate is not used as performance indicator in
liberalised markets by regulators. It is used by plant
managers to reduce operational costs (fuel costs).
High fuel prices/market fuel prices will encourage plant
operators to implement efficient technologies.
Heat rate is depending on many factors and benchmarking
can only be carried out by comparing units under
equal/identical conditions.
Proposal heat rate is not a KPI for regulators but have to be
submitted to ECRA for background information
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Fuel consumption in KSA is high
Solo gas turbines in KSA have a high service factor and a
high capacity factor compared to international standards.
This implies that solo gas turbines are used as load
following units/medium load and not as peak load.
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Outages
SEC is proposing to use maintenance outage factor (MOF)
and planned outage factor (POF). KEMA has proposed
SOF(=MOF+POF)
Maintenance outage is an outage scheduled on the
short term f.i. next weekend
Planned outage is scheduled well in advance
The distinction between PO and MO is practical from
operational point view such planning (power plants
and TSO)
EFOR is taken into account deration when units are
operating at reduced capacity.
K P f I di t
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Key Performance IndicatorsKey Performance Indicator Unit Target
G1 Availability Factor % Yes
G2 Service Factor % No
G3 Forced Outage Factor (FOF) % Yes
G4 Scheduled Outage Factor (FOF) % No
Planned Outage Factor (POF) % No
Maintenance Outage Factor (MOF) % No
G5 Equivalent Forced Outage Rate (EFOR) Not available yet Yes
G6 Starting Reliability % Yes
G7 Gross Capacity Factor % No
G8 Net Capacity Factor % No
Physical plant data-background
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Physical plant data-backgroundinformationData Unit Target
Age of unit Years No
Technology SC,CCGT,ST, Cogeneration No
Fuel base Natural gas, Diesel, Crude oil No
Gross Maximum Capacity (GMC) MW No
Net Maximum Capacity (NMC) MW No
Gross Actual Generation (GAG MWh No
Net Actual Generation MWh No
Annual heat rate Btu/kWh No
HSE (Lost time injury fre. rate &
Medical treatment injury fre. rate
No
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Physical plant data-backgroundinformation Environmental data have to be submitted in near future to
Presidency of Meteorology and Environment and ECRA
These data are more related to procedures, environmental
protection standards, permits and licenses.
Data have to be monitored by ECRA.
This is Environmental Regulation and this should treated
separately including reporting (similar as Price Regulation)
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Units have to be categorised forbenchmarking and different targets will
be defined Solo gas turbines
Combined cycle
Steam cycles
Diesel generators
Cogeneration (steam production for desalination,
industries etc.)
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Transmission
1. Introduction
2. International Practices
3. Existing KPIs in Saudi Arabia
4. Recommended KPIs
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Transmission- 1. Introduction
Where to monitor the performance:
At the output (continuity of deliveries to the distribution) ?At an intermediate level (availability of components) ?
At both levels
At none
Classic theory of regulation of systems: output signal is regulated
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Transmission- 1. Introduction
Transmission: Delivery Points supplied by a meshed networkwhere N-1 and other security rules (margins) make the service
continuity much better than for distribution networks.
Hence TSO regulation less common than DNO regulation:TSO regulation is sometimes done through approval (or not) of
reinforcement plans that lead to an improved or optimized
reliability/continuity level.
T i i 1 I d i
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Transmission- 1. Introduction
Specific difficulty of TSOs: continuity performance depends on
Historical parameters (not linkable to current regulation rules)
External constraints
Managerial factors
T i i 1 I t d ti
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Transmission- 1. Introduction
Specific difficulty of TSOs: continuity performance depends on
Historical parameters (not linkable to current regulation rules) Length and nature of the network (mostly aerial)
Design of the network (issues like stranded costs)
Age of the components
External constraints Environment (lightning, storms, )
Loading (static and dynamic, e.g. for On Load Tap Changers)
Managerial factors
Organisation, procedures, quality rules Human ressources and their management
T i i 2 I t ti l P ti
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Transmission 2. International Practices
Regulation of continuity performance is a learning process,
and trial and error may be part of it
Some countries regulate the output (the continuity)
Some countries regulate/monitor components availabilities
T i i 2 I t ti l P ti
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Transmission 2. International Practices
France
Hungary
Italy
Norway
Portugal
UK
NewSouthWales
(Australia)
Victoria(Au
stralia)
Alberta(Canada)
Oman
PJM(USA)
Energy Not Supplied(ENS)
Average InterruptionTime (AIT)
SAIDI-T
SAIFI-T
MAIFI-T
ASAI=1-SAIDI-T
Number of Outages(per 100km)
Average OutageDuration
Circuit Availability
TransformerAvailability
Circuit OutageDuration
Transformer OutageDuration
> 5min
< 5min
T 2 I t ti l P ti C ti it
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Tr.2. International Practices: Continuity
France
Hungary
Italy
Norway
Portugal
UK
NewSouthWales
(Australia)
Victoria(Au
stralia)
Alberta(Canada)
Oman
PJM(USA)
Energy Not Supplied(ENS)
Average InterruptionTime (AIT)
SAIDI-T
SAIFI-T
MAIFI-T
ASAI=1-SAIDI-T
Number of Outages(per 100km)
Average OutageDuration
Circuit Availability
TransformerAvailability
Circuit OutageDuration
Transformer OutageDuration
EU countries
monitor the
output(continuity)
Note:customer
is either an HV
customer or a
S/S
AU, CA
monitor more
componentavailabilities
PJM (US) is
an ISO and
considers
continuity asan issue for
the network
owner only
NERC
specifiesmeans
(reserves)
but not
continuity
targets
T 2 I t ti l P ti C ti it
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Tr.2. International Practices: Continuity
MAIFI: average frequency index for Momentary Interruptions
in the United States, Egypt, India, Philippines: the limit is set at
5 minutes (as per IEEE 1366 standard: 1998, 2003, 2004);
in the Europe: the limit is set at 3 minutes (CENELEC 1999);
in Australia: the limit is set at 1 minutes (ESCV 2007 report)
Power Quality es a)
)
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Power Qualityco: contracts Cust TSO
cp: reg. power to constrain.
li: limits ms: measures France
Hun
gary
Italy Nor
way
Portugal
UK New
SouthWale
Victoria(Australia
Alberta(Canada
Om
an
PJM
(USA)
Available PQ info from regulator+ + + + + - - - - - -
Regulator power to set stdsN Y
PQ contracts TSO customer
PQ Parameters addressed:
Slow V variationco cp ms
Fast or tmp V variationco ms cp
li
Voltage dipsco ms cp ms
Voltage unbalanceco ms cp
li
msli
Voltage harmonicsco ms cp
li
msli
Flicker severityms cpli ms
li
Interharmonicscp
Mains signallingcp
Transmission 3 Saudi Arabia
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Transmission 3. Saudi Arabia
France
Hungary
Italy
Norway
Portugal
UK
NewSou
thWales
(Australia)
Victoria(Australia)
Alberta(Canada)
Oman
PJM(USA)
SEC(SA)
MARAFIQ
(SA)
Energy Not Supplied (ENS)
Average Interruption Time (AIT)
= ENS/average power
SIMLI = ENS/peak= AIT*load factor
SAIDI-T
SAIFI-T
MAIFI-T
ASAI=1-SAIDI-T
Number of Outages (per 100km)
Average Outage Duration
Circuit Availability
Transformer Availability
Circuit Outage Duration
Transformer Outage Duration
CAIDI-T
Transmission 4 Recommendations
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Transmission 4. Recommendations
France
Hungar
y
Italy
Norway
Portuga
l
UK
NewSo
uthWales
(Austra
lia)
Victoria
(Australia)
Alberta
(Canada)
Oman
PJM(USA)
SEC(SA)
MARAF
IQ(SA)
RECOM
MENDED
Energy Not Supplied (ENS)
Average Interruption Time (AIT)
= ENS/average power
SIMLI = ENS/peak= AIT*load factor
SAIDI-T
SAIFI-T
MAIFI-T
ASAI=1-SAIDI-T
Number of Outages (per 100km)
Average Outage Duration
Circuit Availability
Transformer Availability
Circuit Outage Duration
Transformer Outage Duration
CAIDI-T
Number of PQ contracts
Transmission 4 Recommendations
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Transmission 4. Recommendations
Fran
ce
Hungary
Italy
Norw
ay
Port
ugal
UK
New
SouthWales
(Aus
tralia)
Victoria(Australia)
Albe
rta(Canada)
Oma
n
PJM
(USA)
SEC
(SA)
MAR
AFIQ(SA)
REC
OMMEND(draft)
REC
OMMENDED(new)
Energy Not Supplied (ENS)
Average Interruption Time (AIT)
= ENS/average power
SIMLI = ENS/peak= AIT*load factor
SAIDI-T
SAIFI-T
MAIFI-T
ASAI=1-SAIDI-T
Number of Outages (per 100km)
Average Outage Duration
Circuit Availability
Transformer Availability
Circuit Outage Duration
Transformer Outage Duration
CAIDI-T
Number of PQ contracts
Nb Voltage dev. Duration>10 min
Losses in Energy (% of injected)
Transmission 4 Recommendations
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Transmission 4. RecommendationsKPI Unit Level
1Energy NotSupplied (ENS) MWh
Planned/Unplanned/
Force Majeure
2
AverageInterruption Time(AIT) Minutes
Planned/Unplanned/
Force Majeure/Gen.
3 SAIDI-T Minutes per year
Planned/Unplanned/
Force Majeure/ Gen.
4 SAIFI-T Interruptions per year
Planned/Unplanned/
Force Majeure/ Gen.
5 MAIFI-T Interruptions per year
Planned/Unplanned/
Force Majeure/ Gen.
6 Out100kmOutages per year per100 km
Planned/Unplanned/
Force Majeure/ Gen.
NrPQContracts Number
7 Nb Volt. Dev./yr Nb voltage dev.> 10 min
8 Losses Energy losses in % Per area and V level
Transmission 4 Recommendations
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Transmission 4. RecommendationsPhasing of KPIs: some tasks have to be planned
- Introduction of planned and excluded events beside unplanned ones
- Introduction of some new KPIs: ENS, MAIFI-T, Losses- Extension of SCADA on 4% remaining lines, means for verifications
Note for SAIDI,
SAIFI: delivery
points should
preferably beof similar size.
Hence, LV and
MV customers
are supposed
not to be
supplied by theTSO but by the
DNO
Year of Implementation
KPI 2010 2011 2012 2013
T1 ENS
T2 AIT
T3 SAIDI-T
T4 SAIFI-T
T5 MAIFI-T
T6 Out100 km
T7 NrPQContracts
T7 NbVoltDev T8 Losses (% Engy)
reg
Transmission Annex: Comments
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TransmissionAnnex: CommentsFrom Comment Response from KEMA
Dr. Ahmed Al-
Abdulwahab
Suggest to measure at level
of delivery points (as inItaly)
Excellent comment: we were envisaging this for the
future. Depending of ECRA wishes, these KPIs forprotecting the Worst Served Customer require however
specific electronic meters that count the number and
duration of the interruptions at a given point.
Consequently it takes time to be implemented. This is
also a good reason for ECRA to consider this issue early
rather than later.
Transmission Annex: Comments
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TransmissionAnnex: CommentsFrom Comment Response from KEMA
Dr. Ahmed Al-
Abdulwahab
Suggest to use System
Minutes (SM) instead of AIT
The SM or SIMLI uses the peak load while the AIT uses
the average load, which is related to the yearly energy.
In our experience there are some problems in using the
peak load because it is much more volatile than the
yearly energy: a combination of factor can affect sharply
the peak demand (e.g. sudden heat wave) but not the
yearly consumption. Therefore we suggest to maintain
the AIT which is also used by a large number of utilities,
and is easy to compute.
Transmission Annex: Comments
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Transmission Annex: CommentsFrom Comment Response from KEMA
SEC Transmission Planned outages should not
be included in KPIcalculations: they are
usually responded to by
system reconfiguration to
prevent interruption to final
customers
We understand and agree that planned outage do not
necessarily lead to interruptions. It is helpful to make adistinction between outage (a failure but not necessarily
leading to an interruption in the supply) and an
interruption (where customers do experience a
blackout). We will update the definitions to make this
more clear. At the same time, we do recommend that
planned interruptions are included in the measurement
even though it should be separately highlighted in the
reporting statistics.
Transmission Annex: Comments
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Transmission Annex: Comments
From Comment Response from KEMA
SEC Transmission Outage per 100 km: SEC
recommends to cancel this
because it is an internal-
only KPI
We would like to discuss this point in more detail with
SEC.
Transmission Annex: Comments
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Transmission Annex: Comments
From Comment Response from KEMA
SEC Transmission Force Majeure interruptionsshould be calculated
separately
We fully agree with this and also have proposed that FMrelated interruptions should be measured and reported
separately. Even though FM is outside the utilitys
control, it is still important to measure and report on it.
Transmission Annex: Comments
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Transmission Annex: Comments
From Comment Response from KEMA
ECRA, Fayez Force majeure: generationoutage should not be
considered FM
We agree with this point and will change the reportaccordingly. More precisely, there will be:
For Transmission KPIs 4 components:
Unplanned, Planned, Force Majeure, Generation
For Distribution KPIs 5 components:
Unplanned, Planned, Force Majeure, Transmission,
Generation
Distribution
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Distribution
1. Introduction
2. International Practices
3. Existing KPIs in Saudi Arabia
4. Recommended KPIs
Distribution 1. Introduction
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Distribution 1. IntroductionRegulation of continuity of supply considers four types of regulatory
instruments:
1. Publications of performances in the form of selected KPIs
2. Quality contracts between the DNO and the customer
3. Reward and penalty schemes
4. Commitment for Minimum Quality Standards (MQS), also referredto as GSL (Guaranteed Service Level, GSL)
The present proposal deals with the 1st and the 2nd of these
(the other measures can be designed later after aquiring a goodknowledge of the system and the feasibility of implementation).
Distribution - 1. Introduction
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s bu o oduc o Where to monitor the performance:
At the output (continuity of deliveries to the distribution) ?
At an intermediate level (availability of components) ?At both levels
At none
Classic theory of regulation of systems: output signal is regulated
DNOs:
Continuity performance is directly faced by customers, and since
the network is operated radially there is a delay to restore service
Compared to TSO, a single event does not lead to a black out,hence less visibility of an interruption, more risk for negligence
Distribution 2. International Practices
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France
Hungary
Italy
Norway
Portugal
UK
NewSouthWales
Australia
Victoria(Australia)
Canada
Oman
USA
Average Indicators
SAIDI
SAIFI
MAIFI ()
CAIDI
ASAI
TIEPI (=AIT)
ENS
Out100km: nb outagesper grid length
about 24%
of the US
utilities are
monitoring
MAIFI
Distribution 2. International Practices
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Franc
e
Hung
ary
Italy
Norw
ay
Portu
gal
UK
NewSouthWales
Australia
Victo
ria(Australia)
Cana
da
Oman
USA
Average Indicators
SAIDI
SAIFI
MAIFI ()
CAIDI ENS
Out100km: nb outagesper grid length
Worst-Served Customer Indicators
Longest Interruption(MaxD)
Maximum duration ofinterruption (MxDYr)
Maximum numberinterruptions (MxNrYr)
Improving the
average
performance is
good, but is it
reallyprotecting all
customers ?
> 5, 3, 1 min
< 5, 3, 1 min
Distribution 3. Saudi Arabia
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France
Hung
ary
Italy
Norw
ay
Portu
gal
UK
New
SouthWales
Australia
Victo
ria(Australia)
Cana
da
Oman
USA
SA-S
ECDistrib.
SA-M
arafiq
Average Indicators
SAIDI
SAIFI
MAIFI ()
CAIDI
ASAI
TIEPI (=AIT)
ENS
Out100km: nb outages per grid length
Worst-Served Customer Indicators
Longest Interruption (MaxD) Maximum duration of interruption (MxDYr)
Maximum number interruptions (MxNrYr)
Distribution 4. Recommendations
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France
Hu
ngary
Ita
ly
No
rway
Po
rtugal
UK Ne
wSouthWales
Australia
Victoria(Australia)
Ca
nada
Om
an
US
A
SA
-SECDistrib.
SA
-Marafiq
RE
COMMENDED
Average Indicators
SAIDI SAIFI MAIFI ()
CAIDI ASAI
TIEPI (=AIT)
ENS
Out100km: nb outages per grid length
Nb PQ Contracts
Worst-Served Customer Indicators
Longest Interruption (MaxD)
Maximum duration of interruption (MxDYr)
Maximum number interruptions (MxNrYr)
To be
discussed:
ENS is
useful for
planning,
not forcustomer
protection
Proposed
for later, at
MV level
Distribution 4. Recommendations
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To be
discussed:
ENS is
useful for
planning,
not forcustomer
protection
Proposed
for later, at
MV level
Fr
ance
Hungary
Ita
ly
Norway
Portugal
UK
NewSouthWales
A
ustralia
Victoria(Australia)
Canada
Oman
USA
SA-SECDistrib.
SA-Marafiq
RECOMM.
(draft)
RECOMM.
(new)
Average Indicators
SAIDI SAIFI MAIFI ()
CAIDI ASAI
TIEPI (=AIT)
ENS
Out100km: nb outages per grid length
Nb PQ Contracts
Nb Voltage dev. Duration>10 min
Losses in Energy (% of injected)
Worst-Served Customer IndicatorsLongest Interruption (MaxD)
Maximum duration of interruption (MxDYr)
Maximum number interruptions (MxNrYr)
Distribution 4. Recommendations:Phasing
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Main new features
to be introduced:
- Introduction of planned and excluded events beside unplanned ones
(separate exclusion because TSO origin from because Force Majeure)
- Introduction of some new KPIs: MAIFI, Nb Voltage Deviations
- Extension of SCADA on MV remaining lines (if benefits in network
reliability are higher than the system cost), means for verifications
- Extension of KPIs to LV customers
- Preparing further KPIs: ENS, worst-served customers
Year of Implementation
KPI 2010 2011 2012 2013
D1 SAIDI
D2 SAIFI
D3 MAIFI
D4 CAIDI PQ Contracts
D5 Nb Volt Dev D6 Losses (area)
reg
DistributionAnnex 1: General Issues
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1. KPIs should be oriented to customer protection
2. For a given objective, a limited set of KPIs should be enough
3. Information must be collected in a uniform way by all distributors to
ensure fairness for them and equality of treatment for customers
DistributionAnnex 2: Practical Issues
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1. Procedures for measuring should be clearly defined so that the
data can be audited: we suggest to start from existing procedures;
hence we need a description of these. Typically 4 steps:
Registering interruptions:
Start: SCADA and registering of customer calls (telling the
customer the code number of the/his interruption for enabling
faster info to be provided if required) Stop: when checking the supply is back for the customer group
Computing the indicators, using an up to date network connectivity
model and customer DBs forestimating Nb of affected customers
Reporting to the regulator: a form will be set Verifying : enabling audits (Co. to describe their procedures: qual.)
DistributionAnnex 2: Practical Issues
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1. Procedures for measuring should be clearly defined so that the
data can be audited: we suggest to start from existing procedures;
hence we need a description of these. Typically 4 steps:
Registering interruptions:
Start: SCADA and registering of customer calls (telling the
customer the code number of the/his interruption for enabling
faster info to be provided if required) Stop: when checking the supply is back for the customer group
Computing the indicators, using an up to date network connectivity
model and customer DBs forestimating Nb of affected customers
Reporting to the regulator: a form will be set Verifying the reliability of the figures : enabling audits
Could SEC & Marafiq describe their 4 steps ?
DistributionAnnex 2: Practical Issues
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1. Interruption Type (Planned and unplanned): if planned, what is
important is the notification: a notice delay (days) is to be set.
2. Interruption Classification : momentary (short) or sustained (long)
3. Interruption Number of affected customers
4. Interruption Origin: In order for the regulator to put pressure on
issues where there is room for improvements, for each interruption :
search of origin A coding of origin location is to be set
5. Interruption Cause/FM: list of causes to be approved by regulator
Could SEC & Marafiq describe their file format, location ?
DistributionAnnex 2: Practical Issues
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1. Interruption Type (Planned and unplanned): if planned, what is
important is the notification: a notice delay (days) is to be set.
2. Interruption Classification : momentary (short) or sustained (long)
3. Interruption Duration
4. Interruption Number of affected customers
5. Interruption Origin: In order for the regulator to put pressure on
issues where there is room for improvements, for each interruption :
search of origin A coding of origin location is to be set
6. Interruption Cause/FM: list of causes to be approved by regulator
Could SEC & Marafiq describe their file format, location ?
DistributionAnnex 2: Practical Issues Presently SEC Distribution uses a detailed list of causes:
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Presently, SEC Distribution uses a detailed list of causes:
N1-74: Defaults of components (cable, joint, pole, jumper, line)
N75-84: Transient fault due to ext. agent, rain, wind, storm, unkn. N85 Fire from external cause
N88 Load shedding (for frequency control)
N89 Fault due to bird/animal
N90 to 96: due to protections (overloads,), mal-operations
N98 tripping of generators (supplying at transmission level)
N99 Loss of transmission supply
N100 Tripping of generator (supplying at distribution level)
Seems ok: exceptional events (regulatory causes) will be out of KPI
In addition, it allows operators to identify KPI per manufacturer/parts
Good visibility is the key for understanding and efficiency
DistributionAnnex 3: Comments
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From Comment Response from KEMA
Majed Alsalem Power quality
measurements need to bemandatory
Fayez Voltage variation and
frequency needs to be
addressed
Majed Alsalem Voltage level variation
should be added
These aspects can all be captured in a PQ contract. We
believe it will be helpful to clarify our suggestedapproach of the PQ contract in more detail during the
meetings.
Frequency variations are usually not disturbing the
consumers and the first components to be affected
are in fact the auxiliaries at generation plants.
Now, PQ contracts have been removed and replaced
by voltage deviation: still to be defined
DistributionAnnex 3: Comments
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From Comment Response from KEMA
Fayez CAIDI should also be
considered
Majed Alsalem CAIDI should be added
CAIDI is equal to SAIDI/SAIFI and as such provides
relatively little added information as an indicator.
Nevertheless we can consider further whether or not
to include this as a KPI.
Now, CAIDI is considered as added to the list of KPI s
DistributionAnnex 3: Comments
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From Comment Response from KEMA
Fayez System losses are not
included for T and D
Dr. Abdullah Replace T7 with amount of
investment and loss
reduction
Legal advisor Network losses should be
included
We are very aware of the point about network losses
and plan to discuss this further with ECRA during ourvisit. As we discussed in the report, network losses
should ideally be dealt with via the price regulation
but we are surely open to discuss this issue in more
detail.
Now, losses are considered as added to the list of KPIs
DistributionAnnex 3: Comments
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From Comment Response from KEMA
Dr. Ahmed Al-
Abdulwahab
Suggest to use KPIs also at
feeder level and area level
Dr. Abdullah Reporting at different
voltage levels?
Dr. Abdullah Segregation into urban and
rural categories
The distinction between voltage level (medium, low
voltage) and category (urban, rural) is a very good
suggestion.
True, to much extent, monitoring these indices at a
more detailed level (area, feeder, etc) can be a tool for
the utility to observe where the problems are the
most significant. From the regulatory perspective itmay be considered somewhat intrusive to define the
KPI at e.g. feeder level.
Now, the various KPI are considered as broken down
into categories (urban, suburban, rural, isolated),
voltage levels (MV, LV) and areas (18 areas ?)
DistributionAnnex 4: Pending issues Number and types of areas/voltage levels delivery points :
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Number and types of areas/voltage levels delivery points :
Separate urban, sub-urban, rural values for the KPIs per area (18?)
Separation of voltage levels (LV and MV for distribution), HV for T.
Recommendation: If feasible, launch a customer survey to
Estimate the inconvenience level (cost) of interruptions for the
customer, the value of ENS, SAIDI, SAIFI
Record load curves for estimating the ENS of long interruptions
(one year measurement campaign, setting customer groups)
Request - We expect from the companies:
The KPI values of the 3 last years
A more detailed description of the existing calculation for the KPIs
(file format, client database, network connectivity DB: quality ctrl.)
Data flow for Volt deviation: range ? visit of dispatching ?
Customer Service
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Introduction
International Practices Existing KPIs in Saudi Arabia
Recommended KPIs
Customer Service InternationalPractices (1)
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Practices (1)
KPI France
Hungary
Italy
Norway
UK
Pennsylvani
a(USA)
Vermont
(USA)
Alberta
(Canada
)
NewSouth
Wales
Victoria
(Australia)
Providing supply
Time to Supply - Existing
connections
Time to Supply - New
connections
Time to reconnectionfollowing lack of payment
Time to respond to failure
of supplier's fuse
Time to solve meter
problems
Complaint handling
Time to solve complaints
Frequency of complaints
Frequency of billingcomplaints
Frequency of revised bills
Customer Service InternationalPractices (2) a)
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Practices (2)
KPI France
Hunga
ry
Italy
Norwa
y
UK
Penns
ylvania
(USA)
Vermo
nt(USA)
Albert
a(Canada)
NewS
outhWales
(Austr
alia)
Victor
ia(Australia
Punctuality
Late time at
appointments
Waiting time call
centre
Waiting time in
customer centre
Time to estimate
charge for works
Time to execute
works
Amount of time given
before interruption of
supply
Customer Service Saudi Arabia
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KPI SEC Marafiq
Customer satisfaction X X
Billing accuracy X X
Network coverage X
Speed of providing connection X X
Restoration supply after non-payment X
Complaint resolution X
Customer ServiceRecommendations
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Recommendations
KPI Unit
C1 Average Time to Supply Existing Connections (ATSE) days
C2 Average Time to Supply New Connections (ATSN) days
C3 Average Time to Reconnect After Payment (ATRAP) hours
C4 Average Time to Resolve Complaints (ATRC) days
C5 Frequency of Billing Errors (FBE) %
C6 Punctuality in Keeping Appointments (PKA) %
Feedback and Comments
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From Comment
Dr. Abdullah Add:
Time to solve meter problems
Time to solve complaints
Frequency of complaints
Waiting time call center
Time before interruption of supply
Time to execute works
Fayez Waiting time call center: should also be included
Fayez C1 needs more clarification
Majed Alsalem Add: Call center average waiting time , Calls answered/Calls
received
Legal advisor Also include: 1. Phone centre: average time to answer, cooperation
of staff, and 2. Measurement of customer satisfaction
Marafiq Marafiq also performs customer satisfaction surveys
Marafiq Marafiq also performs annual customer gatherings
Customer Service UpdatedRecommendations
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RecommendationsKPI Unit Target
C1 Average Time to Supply Existing Connections (ATSE) days Yes
C2 Average Time to Supply New Connections (ATSN) days Yes
C3 Average Time to Reconnect After Payment (ATRAP) hours Yes
C4 Average Time to Resolve Complaints (ATRC) days Yes
C5 Frequency of Billing Errors (FBE) % Yes
C6 Punctuality in Keeping Appointments (PKA) % Yes
C7 Average Time to Solve Meter Problems days Yes
C8 Frequency of Complaints # Yes
C9 Average Waiting Time Call Center min Yes
C10 Time before Interruption of Supply days Yes
C11 Time to Execute Works days Yes
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Experience you can trust.
Thank you for your attention!