Eskom Online Vending Pilot Lessons Learnt

1. Eskom Online Vending Pilot Lessons Learnt Brian Mokgele and Kevin Venketiah

2. Eskom Online Vending Pilot Lessons Learnt Discussion Items • Introduction • Current Vending in Eskom • Vending Process • Offline Vending Issues • Key Change Drivers • Pilot Objectives • System Architecture • Pilot Site Requirements • Pilot Results • Impressions and Intentions

3. Eskom Online Vending Pilot Lessons Learnt Introduction • Eskom has over 3 million prepaid customers, served by almost 1600 Vendors • The intention is to grow this vendor base improving customer service using online vending • This paper presents the findings of the online vending pilot

4. Eskom Online Vending Pilot Lessons Learnt Current Vending in Eskom • Credit dispensing units are offline and geographically dispersed • Distributed databases • Data transfers are achieved via disk transfer or modem • Vendors have been migrated from credit vending to the Upfront vending model • Credit is managed in the CDU hardware

5. Eskom Online Vending Pilot Lessons Learnt Vending Process Bank deposits received Data transfers Credit encrypted Vendor Banks upfront Vending permitted Credit file sent to CDU via SMS

6. Offline Vending Issues • Customer data not synchronized • Transactions not uploaded regularly • Vending points not always easily accessible • Vendor credit management • Opportunities for fraud • Theft of equipment

7. Key Change Drivers • Increasing vending footprint • Technology advancements and the reduction in comms costs • Evolving customer requirements • Reducing security risks

8. Pilot Objectives • Server compliance • Evaluate the XML Vend specification • Establish comms performance and reliability • Determine costs • Identify potential risks and contingencies • Impact on business processes • Supplier support capabilities

9. System Architecture XML Vend comms protocol over GPRS Network System security: Prevents unauthorized access Server: Vending Customer db Credit Mang. Vending Clients: Desktop PC loaded with the vending application

10. Server specs • Hewlett Packard Web Server • Oracle Database (on a separate machine) • Security module cluster • IAS Server Client/terminal information • Hewlett Packard Pentium 4 • MT-85 card reader/writer • USB based sim card for the (SSL Private key and X509 certificate • Epson receipt printer • UPS backup

11. Pilot Site Requirements • Six geographically dispersed pilot sites • Sites were rural and urban • Customers should have STS meters • Vendors were on an Upfront contract • GPRS communications must be available • Sites should be easily accessible if support is required

12. Pilot Sites Jane Furse Vereeniging Warrenton Margate Newlands Bishop Lavis Server: Bellville

13. Pilot Results Statistics

14. Typical Problems • Most problems related to the vending client, but not part of this evaluation • Server configuration problems • Transaction duplication • Demo tokens • XML Vend shortcomings • Vendor unable to view credit updates • Vendor cannot reprint bank batches • Provision to make ad hoc bank deposits

15. Benefits Achieved • Centralised customer database improves customer services • Accessibility • FBE • Improved vendor credit management • Real-time availability of transaction data and other statistical information • Reduced risk of secure module theft

16. Lessons Learnt • Server uptime was satisfactory but system redundancy is required for 99.99% availability • Network is stable but not perfect • Slow communications can be frustrating • Client user interfaces should be simple • XMLVend specification shortfalls identified • Server location and system monitoring • Technology must supported by strong business processes

17. Impressions and Intentions Brian Mokgele

18. Thank You