Systems and Technology to improve Customer Management

1. Systems and Technology to improve Customer Management

2. Content • Background • Eskom’s experience with regard to the use of: • Prepayment Metering Technology • Online Vending Technology • Contact Centre Technology • Customer interface Channels • Integrated Billing System • Data Management Tools • Summary

3. Background • In order to sustain good service delivery, it is imperative for Eskom to proactively provide solutions that deals with the current, evolving and future ‘customer needs’ and ‘service challenges’… • This presentation highlights the Systems and Information Technology used by Eskom to improve Customer Management and Service… • It also highlights an inherent culture to lead in the provision of electricity services and customer satisfaction throughoperationalefficiencies, innovative technology and financial controls.

4. Standardization of Prepaid Meters • Proprietary Meters • Different meters from different suppliers • Different tokens – proprietary tokens • Each supplier had own vending system • Different meter sizes • When meter fails, same product used to replace product that failed. • Strong possibility of being locked into one supplier ‘Strategic Evolution’… • Standard Transfer Specification (STS) Meters • Standard Common Base • Standard tokens • Standard vending systems from different suppliers. • Faulty meters can be interchanged • Eliminated the possibility of being locked into one supplier

5. Common Base STS Meters Meters from Different Manufacturers Different meters fit onto the ‘Common Base’ Common Base for all Meters STS : Standard Transfer Specification

6. Smart Meters Load Reduction Two-way Wireless Communication Prepayment or Credit meter Dynamic customer messaging Remote Disconnect & Reconnect Load Limiting (Limits supply capacity size) Outage & Fault Notification Power Quality (Voltage) Monitoring Time-of-Use enabled Remote Electricity / Water Meter Reading and load management Administer Free Basic Services Detection of Tampering and Load Shed Bypassing • Eskom is currently Piloting 1000 of these type of Prepaid meters and another 10 000 of AMI Conventional meters

7. Internet Migration to Online Vending Eskom Walk-In Centres Phase 1 +/ 1600 Off-line Vending Agents Phase 2 + Not real time Phase 3 Retail Chain Stores ATM’s Phase 4 Real time Contact Centres Merchants Increased ‘National Vending Footprint & Accessibility’ through deployment of various point of sale devices / channels Prepaid Electricity Tokens used be sold from Eskom Walk-In Centres before +/- 1600 Offline Vending Agents were appointed in the communities that Eskom is supplying directly. EasyPay pay points and vending outlets (Retail Stores, Service Stations Banks etc) were later added to increase the options and expand the national footprint. The current phase is that of implementing Online Vending and thus deploying multitudes of new virtual channels

8. CONTACT CENTRE & CUSTOMER INTERFACE CHANNELS

9. Information Sharing: Contact Centres Web development and design is moving to facilitated communication, secure information sharing, and collaboration. It is creating a new, global community of customers, prospects, CSRs, SMEs, and people who like to “help.” A single person can communicate with the masses – their friends, or the public – real-time, through a variety of channels, with positive or negative spin. Others may proactively receive (whether they consume the content or not) If content begets content, votes, subscriptions, or commentary through secondary contributions (“boost”), it gains value in the community. “Users contribute content through a variety of media” Source: NACC (National Association of Call Centers “In Queue” Volume 4, Issue 6 - March 20, 2009

10. What are the Opportunities? • Opportunities exist within the company for internal communication (agents, supervisors, subject matter experts, other departments) to collaborate and share with each other as well as respond to your customers’ or prospects’ questions • Opportunities exist outside the company for external communication (customers, prospects, analysts, competitors, and others who want to respond to your customers’ or prospects’ questions). • It will force cross-departmental collaboration and get others across the company engaged in customer care. • We need marketing and communication. This is the “seize the moment” opportunity to work together to address enterprise communications in support of your customers. Source: NACC (National Association of Call Centers “In Queue” Volume 4, Issue 6 - March 20, 2009

11. INTEGRATED INFORMATION SYSTEM ARCHICTECTURE

12. I-BUS System Architecture ASSET ASSET CDX CC&B GTX GTX SAP HR SAP HR CATALOGUE CATALOGUE XAI XAI SERVICES SERVICES BAPI BAPI MX SERVER MX SERVER SEEBEYOND SEEBEYOND SEEBEYOND MX SERVER MX SERVER BAPI BAPI MX SERVER MX SERVER TUXEDO SMALL SMALL SAP FI SAP FI EDC EDC MAXIMO WORLD WORLD PIC MDT FMS NEPS Contact Centre  Customer  Central Integration Admin Reports TUXEDO MAXIMO FMS NEPS Work Mgt Centre 

13. Consumption Data SARS SAPO KCD CSWeb Natural/Adabas Oracle External System External System OS/390 Unix KC Data, Customer Data, Account, Premise and Consumption Data Topline Payments and Accounts Windows NT EssBase IP3 Certicicates Data To CDx - Meter Readings Out CDx - Schedules Dates BPS Top 500 Customers From CDx - Customer Info Out CDx - Changes to Details Oracle Meter Reads, Premise Unix Consumption Data Measure Usage Tariffs and EFI MV90 Prepaid Charges CC&B Profile Meter Reads Profile Oracle DOS/Btrieve Customer Acquire Billing Meter Readings Sun Solaris/Oracle Unix PC Customer Info Sun E10000 Consumption data Debt Collection Data Customer Cash Hand Held Data Management Systems Protect Revenue Data Customer Customer Data Location Data Customer Data Warehouse Applications Location Data Electronic File Ÿ Smallworld (GDC, McPower Transfers FMS2, MDT, (Documentum) Manual Ÿ TIPS) (*=Automation Win/MS Access in Progress) Oracle PC Other/Unknown Ÿ Unix NB: Application Block Colours denote platform Location Data Integrated System Architecture HTML Manual ListClean EBM Correction Interface Address Data Oracle Win/MS-Access HTML Unix PC Address Data EasyPay/ Data Comparison Meter Address Data Smartech and Upload Tool Readings Vending Pricing Windows Diagnostic Tool Spreadsheets External System PC External System Windows Spreadsheets PC Customer, Acc, PCP ID Sales Transaction Details Premise etc Data MR Routes, Cycles, RouteMaster Dates, SP Meter Customer, Acc, Premise etc Data History (HHU) Vending Point PCP Active CDUs, Unallocated Data Tool Values, Zero Consumption and Vending Customers Win/DOS TOU PC and SP Details Maps Windows Win/DOS PCP ID Sales Transaction Information PC PC CDU IDs and Status SMS Customer Detail, SP and Meter Number Tariff POD Changes Sales SMS ID, Customer Detail, Tariff, POD Changes Transaction Win/DOS Information SMS ID, Sales Transaction Info PC Debt Bill Print Extracts (x5) and CDU Complex Statement Extract Collection BDS PIC Maximo Work Requests Customer Payment Detail System Work 1) CBI Validation of: Branch GL Entries Order Code,Account Number,Account Type for Charges, Win/MS Access Win/DOS Status 2) AutoPay Data Oracle Oracle Oracle Payments, PC PC Transactions Deposits etc. Unix Unix Unix failing ACB GL Data Transfer validation SAP Entries Customer and CBI 'SUN' Location Data for Direct Technology Deposits. (Arrows) Physical Media Ÿ Oracle Database HP-UX/ABAP/Oracle Natural Adabas Solaris Customer and Location Data Movement - Maximo HP OS/390 SunSparc Replication Ÿ - PIC Bank Statement Customer Payment Detail Bills to Print Technologies - QA Bank ACB - KPI Xerox - MM - FMS/OMS - FM Trace External System External System (See next page for details)

14. Summary • Eskom has seen significant improvement in service delivery due to implementation of various systems and technologies over the years, however each system or technology has its own challenges… • Any system or technology requires a proper support structure based on a particular business philosophy or strategic intent… • Common challenges are usually around the following: • Data input • Training • Availability & Maintenance

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