Lead the Way: Utility Companies at

the Forefront of Enterprise Mobility Mark Pendery, Presales Solution Architect

© 2012 SAP AG. All rights reserved. 2

Key trends shaping the utilities industry

Capacity

Aging infrastructure

Shrinking water supplies

Rising fuel costs

Aging workforce

Increasing power

demands

Increasing vulnerability

to weather

Customer choice

Price sensitivity

Quality expectations

Increasing competition

Pressure to reduce

carbon footprint

Theft and increasing

security risks

Technological

Innovation

Deployment of smart

meter systems

Introduction of smart

grid technologies

Integration with green

and renewable energy

systems

Water efficiency and

recycling systems

Social & Economic Political

& Regulatory

Enforcement of market

liberalization

Increasing fines for

service interruptions

Carbon reduction

compliance and

programs

Funding for renewable

systems

© 2012 SAP AG. All rights reserved. 3

Improve workforce safety and

productivity, optimize asset

performance and transform

service delivery

Rapidly analyze asset and

service performance, customer

trends, financials and

regulatory exposure

Bring customers closer to their

utility providers and empower

them to more efficiently

consume services

Successful utilities companies Harness the power of mobile solutions to…

Result Result Result

Shortened work cycles

Improved work quality/uptime

Reduced / shortened outages

Reduced safety incidents

Improved customer satisfaction

Faster response to complaints

and incidents

Lower utility bills

Active participation in preventing

brownouts

Better prepared during storms

Program awareness

Increased revenues

Reduced service costs

Reduced risk and associated costs

Reduced regulatory fines

Deferred capital expenditures

Field Workforce Customers & Partners Managers & Executives

© 2012 SAP AG. All rights reserved. 4

Mobile solutions virtualize business

connect to enterprise data

collaborate with partners

conduct business

Mobile enables you to anytime, anywhere

Analytics

Personal Productivity

& Safety

Partner Collaboration

Core Business Processes

Customer Engagement

Perform safety checks

Manage certifications

Receive/respond to alerts

Receive training

Elect renewable sources

Shop for products/services

Monitor/reduce consumption

Track/prepare for storms

Manage network performance

Conduct operator rounds

Maintain assets

Make sales/service calls

Manage job assignments

Respond to outages

Receive training

Analyze performance

© 2012 SAP AG. All rights reserved. 5

…and accelerate change

Maintenance & Operations

Service & Support

Engineering & Construction

Sales & Marketing

Logistics & Admin

Connected

Disconnected

Real-Time

Build plants and

add network capacity faster

Bring renewable sources and

green tech on line faster

Shorten billing/collection cycles

Shorten permit times

More easily recruit, and train

Provision new customers/

services faster

Integrate new partners/

suppliers faster

Speed up parts orders/delivery

Respond instantly to changing

demand/supply conditions

Get ahead of outages,

incidents and failures

Real-time continuous customer visibility

Adopt new regulatory

requirements faster Executives

Launch new products/services faster

Report outages faster

© 2012 SAP AG. All rights reserved. 6

…and transform the traditional business

Manual

processes

No direct visibility

to end customer

Silos of

information

Traditional

communications

Value chain flows mostly

in one direction

Two dimensional customer

relationship (billing & outages)

Customer Generation Transmission Distribution

Customer / Partner Low Voltage

Equipment

Manufacturer

Supplier

Engineering Services

© 2012 SAP AG. All rights reserved. 7

…into a fully integrated value chain

Entire ecosystem connected in real-time and powered by mobile processes

Silos of information

torn down

Proactive &

predictive decisions

Multi-dimensional

customer partnership

360o view of

ecosystem Circular value chain

(power going back into the grid)

Equipment

Manufacturer

Engineering Services

Supplier

Customer Generation Transmission Distribution

Customer / Partner Low Voltage

Page 8 07/11/12

The Company: E-Steiermark

Among top 5 energy companies in Austria

Electricity, natural gas, district heating

1,739 employees

600,000 customers

1.3 billion € sales revenues

83.4 million € EBIT

Page 9 07/11/12

The Project

Implementation of workforce management

– 450 employees

Launched in 2009

– Originally started in 2007 (2 year break)

– Blue print phase before final call for bids (2011/03)

Currently in pilot operation phase (2012/06)

– SAP PM processes implemented

– SAP MRS (Multi Resource Scheduling) installed

– 80 mobile clients with SAP Work Manager rolled out

Page 10 07/11/12

The Project Timeline

2010 2011 2012 2013

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

Feasibility Study

Project Approval

1st Call For Bids

2nd Call For Bids

Blue-print Phase

Start Of Implementation

Pilot Implemen-tation

Pilot Phase

Start Of Pilot Phase

Final Rollout

CRM Int.

PS Integration

Project Start Project End Adjustments

Page 11 07/11/12

The Software MRS

Scheduling tool integrated in SAP ERP

– No extra system, hardware, backup, etc.

– Decision for MRS was given prior to call for bids

No extra interface between systems

SAP HCM integration

– Import employees

– Control of privileges through SAP org. structure

Inexpensive

Page 12 07/11/12

The Middleware SAP Mobile Platform (SYCLO)

Interface to SAP MRS

Client for mobile devices

Designed for offline operation

– Countrified surrounding

– Mobile network not always available

Easy adaptable for other devices categories

– Tablet, smart phone

Easy deployment of new features

Page 13 07/11/12

The System Diagram

SAP Mobile Platform (SYCLO Agentry

Server)

SAP Work Manager

SAP ERP

SYCLO AddOn

PM (PS) Order

MRS

13“ Notebook

SYCLO Agentry Client

SAP Work Manger

Office Intranet

Offline GIS

CRM (non SAP)

CRM Notification

Page 14 07/11/12

The Lessons Learned

Blue Print Phase before final call for bids pays off

– ~ 10% of total project budget for impl. partner

– Saved ~ 50% of impl. costs for partner

Hardware is crucial

– Employee satisfaction

– Future-proof

Middleware should be flexible

– Offline capability

– Support different hardware

© 2012 SAP AG. All rights reserved. 15

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