20060113_-_SAP_ISU_Overview_v2

7/30/2019 20060113_-_SAP_ISU_Overview_v2

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IS-U/CCSIndustry Solution for Utilities/Customer Care & Service

R

An Overview


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Structure of Industry Solution for Utilities

Core Applications

Logistics

Materials

Management

General Ledger

Sales &

Distribution

Cost Center

Accounting

A/R Accounting

Order & Project

Settlement

IS-U Device Management

IS-U Billing & Invoicing

FI-CA Contracts A/R & A/P

IS-U Integration with Cost Accounting

IS-U Work Management

Add-on


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IS-U/CCS - Integration Model

FISD

AMMM

GIS,CAD,SCADA

MMPM/SM

SDCO

Marketing& Sales

ContractAccounting(FI-CA)

Billing /Invoicing

InstallationServices External

ConsumptionEntry

Systems

ExternalSales Systems

Central

Business

Partner

CustomerCare & Service

industry-specific

modules

core components

3rd party systems

Financial

Accounting

DeviceManagement

Maintenance

& Service -

Management

Assets &

Material Management

IS-U/CCS as an

integrated component

of the R/3 enterprise

information system


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Contract

Accounting

ConsumptionEntry

InstallationServices

Device ManagementMeters/Devices/Connections

InformationSystem

WorkManagement

Business

Partners:

Resid. Cust.

Nonresid. Cust.

Sales Cust.

Owner

Bill Recipient

Installer

Sectors:Electricity

Gas

Water

Waste Water

District Heating

Cable TV

Service ContractGoods

ChargesTaxes / Fees

Prospect

Waste Disposal

Service Order

Billing &

Invoicing CustomerCare &

Service

Marketing & SalesService Cust.

IS-U/CCS Overview


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IS-U/CCS Components

Supplying and Consuming

Structuring and Scheduling

Billing and Invoicing

Customer Service

IS-U/

CCS


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Structuring & Scheduling



Customer Service

IS-U/

CCS



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Postal Regional Structure

Organizes the Service

Territory according to postalcriteria

All addresses of IS-Uobjects are linked to theelements of the regional

structure.

Guarantees spelling and

structure of addresses is

always correct.

Guarantees identicaladdress in every

transaction that uses it.

City

City

District

Street

Street

Section

P.O.

Box


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Scheduling of Meter Reading & Billing


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Master Data in IS-U

Connection Object

Device

Location

# 1

Hall

Installation #

1

Water Meter

Installation #

2

Gas

Installation #

3

Electricity

Contract #

1

Water

Contract #

2

Gas

Contract #

3

Electricity

ContractAccount

Device

Location

# 2

Basemnt

Apartment2

Apartment3

BusinessPartner

Premise = Apartment 1

Service Connection Water

Service Connection GasService Connection Electricity

C &


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Contract Account & Business Partner

Business

Partner

Contract

Account 2

Contract

Account 3

Contract

Account 1

A business partner can have several contractaccounts

C t l D t Obj t I t ll ti


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Central Data Object: Installation

Installation

Time Dependent Data

Installation Structure

Installation Facts

Technical data Objects:

- Connection Object

- Premise

- Device Location

Business data Objects:

- Business partner

- Contract Account

- Contract

Regional Structure

Device

Installation

Initial Data

Creation

AddressMove-In

Control of Billing/

Meter ReadingScheduling

RateMaintenance

I t ll ti Hi t


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Installation History

Installation

01.01.90 to 14.08.92

15.08.92 to 31.03.93

01.04.93 to 16.12.96

17.12.97 to 31.12.9999

Terminated Contract 1

No Contract Allocated

Terminated Contract 2

Current Contract

M t di O i ti


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Meter reading Organization

M i T h l


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Managing Technology




Customer Service

IS-U/

CCS

Managing

Technology

Entering

Consumptions

D i M t


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Device Management

Installation

Device:

individual

device data

Device Category:

features of

similar devices

main businessobjects

all types of meters/devices and their technical features installation structures/device relationships procurement/warehousing by integration with R/3-MM

maintenance & service management by integration withR/3-PM/SM

Removal

Replace-

ment

Inspection

Integration of Device Management with Logistics


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IS-U DeviceManagement

Device Category

Device

Technical data

Installation

Meter Reading

Inspection

Logistics

Equipment

Material

Inventory

Management

Purchasing

Plant MaintenanceQuality

Management

Integration of Device Management with Logistics

Integration of IS U with MM and PM


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Integration of IS-U with MM and PM

Certification Procedures


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Certification Procedures

Option 1

A representative sample of

all devices is removed and

replaced.

Option 2

Devices that are to be

certified are completely

removed and replaced by

devices of the same type.

Certification

of Devices

SamplePeriodic

List

IS-U

Certification & Lot Types


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Certification & Lot Types

External Certification Uses Official lots

Certification of devices carried out by a licensedtechnician

Takes legal requirements into account

Basis for renewal for calibration validity

Internal Certification Uses Internal lots

Carried out according to company-internal specificationsfor quality control

Certification Data in Devices


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InternalCertification

Inspection

Certifica-tion

--------------

----------------------

InternalCertification Period:10 Years

ExternalCertification

Inspection

Certification--------------------------Calibration Validity:16 Years

InternalCertification Period:10 Years

Inspection

Certification--------------

-

Certification Data in Devices

Certification Procedures Overview


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Certification Procedures Overview

Entering Consumption


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Entering Consumption




Customer Service

IS-U/

CC

S

Managing

Technology

Entering

Consumption

Consumption Entry


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Consumption EntryCollection &

ValidationInvalid

Correction

Tools

specific register

validations

multiple register

validations

Device: 4711000

Reading: 78133

Validmeter

reading

documents

customer

meter

reading

smart card

service

remote

meter reading

Meter

Reading

Jan Feb Mar Apr May Jun

Scheduling

flexible definition of meter readingreasons/sequence/periods/intervals

comprehensive meter readinginformation such as ranges, pre-readings, routes, notes

automatic estimation of meter reading tracking/monitoring of invalid readings

Meter Reading :Overview


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Meter Reading :Overview

Device Management:Summary


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IS-U/CCS is integrated with standard SAP system, and enablesyou to use standard components such as Materials Management,Plant Maintenance and Sales and Distribution.

ISU/CCS supports all business processes in modern utilitycompanies.

IS-U/CCS Device Management includes device technology, deviceinstallation, meter reading as well as inspection and certification ofdevices.

Device Management:Summary

Devices


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Devices

DeviceCategory

Device

A device is an instrumentused for measuring

consumption, processingdata, or controlling andprotecting other instruments.

Devices are identified usingmaterial and serial numbers,

and are managed in theplant maintenance (PM)application component aspieces of equipment withserial numbers ( = device

numbers)

Billing & Invoicing


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Billing & Invoicing




Customer Service

IS-U/

CCS

Billing (Utility services)


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Billing (Utility services)

Billing of residential and nonresidential

customer contracts. Billing procedures of the international utilities

industry, for example: periodic billing,interimbilling,final billing, budget billing etc.

Possibility of handling new billing procedures.

Inter-company invoicing.

Billing Integration


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The Meter Readingcomponent (IS-U-DM-

MR) sends the meter reading results tobilling.

The billing results are transferred to the

Invoicingcomponent (IS-U-IN).

g g

Billing Tasks


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g

Determination of billing period

Determination of rate Quantity conversion

Valuating the quantity

Creation of billing document

Billing Scenarios


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g

Standard

Billing

Unbundled

Billing

Multi Sector

Billing

Convergent

Billing

One DivisionSeveral

Divisions

Single UC

Several UCs

UC: Utility Company

Standard Billing:

Billing of one division forservices rendered by one

UC Multi-Sector Billing:

Billing of several divisions forservices rendered by oneUC

Unbundled Billing:

Billing of basic services fromone division for servicesrendered by several UCs

Convergent BillingBilling of several divisions or

several basic services fromone division rendered byseveral UCs

Discount and Surcharges


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g

Reference Base-Amount Discount

-Price Discount-Quantity Discount

-Demand Discount

Discount Types-Absolute Value-Percentage

Examples:

-10%discount on fina

bill

-500kWh quantity

discount-2% surcharge on

transmission loss

DiscountsSurcharges

Simulation Functions


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PeriodSource

Consumption

Meter readings/

Extrapolation

Any given

Simulation

Period

Valid Meter

Readings

Billing

Simulation

Simulation

Billing Period asper Meter

Reading Doc.

Simulat

ionDocumen

t

Reversal Process in Billing


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g

Outsorting

Billing Doc

.

.

100

Billing Doc

.

.

100

Billing Doc

.

.

110

Reversal Renewed

Billing

Activities

Reversal

Change Meter Reading

Change Rate Category

Change Rate Type

etc.

Invoicing Tasks


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g

Groups billing documents of contracts from a

Contract account into a invoicing unit. Provides links to Contract account receivable

& payable

Provides Invoice printouts

Integration of Billing Sources


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SDBilling

Component

IS-UBilling

Component

ExternalBilling

Systems

SD

Sales

PM/SM

Installation

Services

IS-USupply

Services

IS-UInvoicing

Billing Documents

Joint Invoicing


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Contract

Account

Invoice1

-----

------

Electricity

Contract

Gas

Contract

Water

Contract

Cable TV

Contract

Electricity

Installation

Gas

Installation

Water

InstallationCable TV

Installation

Invoice2

---

----

Invoicing Simulation

Invoice Simulation


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Similar to billing simulation

Invoicing simulation enables you to testinvoicing without creating a contract accountsreceivable and payable document. You canrepeat an invoicing simulation any time, asoften as you wish.

Outsorting & Reversal


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BillingBilling

DocumentInvoicing

Invoicing

Document

Billing

OutsortingBilling

Reversal

Invoicing

Outsorting

Invoicing or

TotalReversal

Supports customer specific checks

Invoicing


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Billing

Documents

Budget BillingPlans

Credit Memos

Back Billings

Accounts

Receivable Items

Accounts

Receivables

Postings

Receivables

$100

Creation of bill

printout data

- individual

- collective

Print

Workbench

External

Printing SystemsIS-U/CCS Invoicing

- data collection- plausibility checks

- a/r processing

Receivables

$100Receivables

$100

Differentiating Billing from Invoicing


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Billing

Billing documents with billing line items Communication structure for sales statistics

Invoicing

Posting documents for contract accountsreceivable and payable

Print documents for bill print out

Budget billing plans

Relationship between Billing,Invoicing and FI-CA


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Front Office


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IS

-U/

C

CS



Front

Office

Work

Mgmt.

Customer Service

IS-U/CCS Front Office


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Business Partner:

Residential

Customer

Non-residential

Customer

Customer

Prospect

Supplier

Informant:

anyperson

identification

Customer

ProspectConnection

Premise...

information

consulting

immediate

service

execution

(if necessary)

prepared,

adaptable

business

processes

initiate

workflow-

supported

process

execution

(if necessary)

use of the

R/3 workflow

management

system

Contract Acc.

Invoice Pay.

Rates/cond.

Faults .....

Customer Contact Management

IS-U/CCS Customer Care & Service

SalesServices

InstallationServices

SupplyServices

Information

and Request:

R/3 Work Flow: Changing a Rate (Example)


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Custom er Service

Representative

Bil l ing Clerk

Sales Clerk

I'd like tosign up for

off-peak rates.

System

Technician

feasibility

Check

letter of

notification

replace/alter

(programmable)

Meter

adjustment of

Contract/

payment

Front Office:entry of request

Integration of Ext. Communication Systems


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IS-U/CCS Front-Office Functions

IS-U

Customer Care & Service System

WWW

Fax Letter Phone Internet personally

Archive

Integration

Call Center

Integration

Internet

Integration

Connecting CIC to additional technologies


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Phone

System

CTI

(Computer

Telephony

Integration)

Middleware

IVR

(Interactive

Voice

Response)

Customer

Interaction

Center

Front Office

SAP Phone

(Enhancement)

Applications

IS-U/CCS/SM/

SD...

R/3

Managing Customer Contacts: Activities, Dates


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manual and automatic logging

various views and selection

possibilities

reference to original documents

Date Activity04/07/97 ext. serv.:change meter04/07/97 call: problems02/24/97 ext.serv.: check meter

02/23/97 complaint about device01/20/97 complaint about bill11/01/96 start of elec. service10/02/96 house connection (el.)

Date Activity12/10/96 electricity turned on again12/04/96 electricity shut off12/27/96 3rd dunning request $50

11/20/96 2nd dunning request $4011/13/96 1st dunning request $30

Date Activity05/01/97 3 p.m. consultant visit

Contacts/events Dunning Activites Open dates

Marketing


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Store and manage data on prospect and

customers Execution of mailing and telemarketing

campaigns for target customers

Monitor response to mailing campaigns

Analyze sales support depending uponcriteria such as divisions, regions etc.

Works Management


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IS

-U/

C

CS



Front

Office

Work

Mgmt.

Customer Service

Types of ServicesPremise

Installation


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house connection services

repairs and damages

house installation monitoring

meter & device service (install./removal)

maintenance of appliances

extraordinary meter reading

turn-on / turn-off

any other customer site service

OFF

ON

Work Orders


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ExternalWork Orders Creation and

processing of servicerequests

Unplanned meterreadings

Disconnection andreconnection (electricity,

gas)

Internal Work Orders Maintenance

Repairs

Installation,

modification or removalof technical equipment

Summary


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IS-U/CCS

Manages addresses and regional structuresGenerates scheduled dates for meter readingand billing

Manages utility company devices, meters and

equipmentEnter, estimate and validate energy

consumption

Generates billing documents

Manages customer services