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at European Technology Platform, 5 Oct 2011
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1 © Nokia Siemens Networks 2011
Customer centricity - new choices with ICT solutions for Smart Grid
• Smart Grid, lessons learnt
• what’s in it for a consumer
• where Nokia Siemens Networks fits
Dr. Artemy Voroshilov,
Head of Smart Grid sales, Europe
Nokia Siemens Networks
2 © Nokia Siemens Networks 2011
‘SmartGrid’ disrupts utilities’ business models
Requires new forms of customer
load shaping, beyond DR, EE and
curtailment
Meeting demand
Introduce new / unanticipated
volatility into an industry proud
of its track record for reliability
Renewable Energy Sources
increasingly ‘omni-directional’,
volatile power sources require
new control mechanisms
Distribution Grid
Building & running centralized
generation, key to meeting
supply, is increasingly difficult
Environmental
Getting the ‘rules right’ requires
new business models / ways to
manage the customer experience
Regulatory
Security, customer privacy,
integration of multiple disruptive
technologies, aging workforce
Set of new challenges
3 © Nokia Siemens Networks 2011
The ‘simple’ utility paradigm …
Customers Generator
…. is transforming smartly
into the dynamic nexus of
supply and demand
Early trends in SG focus on technology
Without a customer value prop,
Smart Grid misses the point...
4 © Nokia Siemens Networks 2011
Smart Grid is, first and foremost, about the customer
‘Simple’ AMI isn’t simple,
lots of global pushback
Reliability & real-time
communication need to
scale cost-effectively
Financial implications of Smart
Grid too broad to model
Focus here!
5 © Nokia Siemens Networks 2011
Smart Metering prevails in Europe
Dynamic movers - clear path towards a full rollout of smart metering (mandatory rollout or major pilot projects on-going
Market drivers - no legal requirements for rollout, but installation of meters on-going
Ambiguous movers - legal / regulatory framework established to some extent , but due to lack of clarity only small scale installations
Waverers - some interest from regulators / utilities, no regulatory push towards smart metering implementation.
Laggards - smart metering not yet an issue.
Source: European Smart Metering Landscape Report, 2011, www.smartregions.net • Progress in implementation (# of pilots, meters & services in-field, realistic implementation roadmap for metering technologies)
Regulatory framework
• EU’s 3x20 umbrella: 20% GHG reduction, 20% renewable energy, 20% energy efficiency for 2020
• 3rd Energy Package pushes for AMI (80% coverage subject to cost-benefits analysis, 2009/72EC, 73EC)
• focus on cost efficiency rather than investment in smarter systems / broader energy policy goals
6 © Nokia Siemens Networks 2011
Not a Market, yet first learnings and successes
Smart Grid in Europe*
• 219 smart grid projects, €5.5bn invested (July 2011), most projects in E15 (E12 members lagging)
• Smart metering projects dominate (56% of investment), demonstration rather than R&D / PoC
• Distribution operators in the lead (27% of projects, 67% of investment)
• Integration & scalability in focus (SI - largest category, 34% of projects, 15% of investment)
• Multidisciplinary consortia & high collaboration (operators, academia, research centers, manufacturers, ICT vendors)
• Missing cost-benefit analysis, common methodology required
• Success stories (EU15) - real-time info helps save up to 10% of electricity consumption
Source: EC’s JRC, Smart Grid projects in Europe, 2011
7 © Nokia Siemens Networks 2011
Consumers require transparency of power consumption
Source: Accenture, 2011
9%
38%
51%
66%
88%
16%
41%
68%
69%
91%
Knowing that I am one of the highest electricity users in my peer
group
It would decrease the time required to manage my electricity use
It would better allow me to control the heating/cooling in my home
It would decrease my personal environmental impact
It would decrease the amount of my electricity bill
2011 2010
8 © Nokia Siemens Networks 2011
Smart rating can build in the customer from the start
Online rating & billing of electricity
Easy top-up
Balance notifications
Cost control
Bonus programs
Unified rating and tariffing
• Links smart meters directly to customer accounts held on a prepaid energy server
• Real-time rating and tariffing
• Flexible pricing schemes from flat fees to dynamic tariffs and bonus programs
Customer Interaction & Experience Mgmt
kWh
… through various existing channels, e.g.:
• Web-portals
• Emails
• SMS’
• Social Networks / Chats / Blogs
9 © Nokia Siemens Networks 2011
Thanks for Energy
saving. You earned
100 points to your
CO2 bonus account.
Watch your consumption
- you are above the
Average Threshold of
last 3 months.
Weekend Promotion
– free charge of your
EV on Sunday night
starting 10pm – 3am.
Happy Hour – 50%
price reduction for the
next 2 hours
Thanks for contributing to
our Green Energy target.
Your new Solar feed-in
Tariff Increases by 5%.
Congratulations – you are the most
balanced Energy consumer in your
neighborhood. 5% Discount on your
actual monthly bill.
Congratulations! You are
upgraded to a SILVER
CUSTOMER. Enjoy the
benefits!
Save 2% Energy in peak
hours and you will receive
the same Energy free in
off-peak time.
10 © Nokia Siemens Networks 2011
Automated meter provisioning etc
Rating & Tariffing
ERP Layer
Meter Data Management
Meters
Connection layer
Tariff Management
ERP
system
Invoicing
CIS (CRM)
Customer Self Care
Customer Care
MDCS 1 MDCS 3
Business Intelligence
Reports
Home Area Network Last Mile Wide Area Network
Basic energy rates Time of Use rates Dynamic rates
Bonus programs Notifications Prepaid Energy
Data Collection
Meter data integration Validation, Estimation, Editing
Versioned data storage Application Enablement Command brokering (disconnect/reconnect)
Top up
Energy Solution Architecture complements CIS and MDMS
MDCS 2
Customer Experience
Management
Customer information
Product information
Long-term usage data
Deviations, impact to
P&L, impact of offers
11 © Nokia Siemens Networks 2011
EV charging / eMobility – additional revenue with same asset
Smart energy delivery
Convenient Billing and Dynamic Tariffs
Charge vehicles anywhere, enabled by roaming support
Secure identification of users and vehicles
Electric Vehicle Charging Solution (ECS)
• Online rating and dynamic tariffs
• Customer identity and data management
• Secure identification and roaming enabled
by eMobility control
• Reduced risk and initial investments enabled
by Software-as-a-Service (SaaS) delivery
Field-proven
12 © Nokia Siemens Networks 2011
kWh
Real-time monitoring
and billing to enable
dynamic tariffs and
prepaid energy
Smart Rating
Where Nokia Siemens Networks fits – Today & Tomorrow
Provide reliable,
cost-efficient and
secure backhaul
communication
Transport
connectivity
Cost-efficient
communication
solutions for AMI +
grid automation
Access
networks
Provision of charging
points & management
of the related billing
infrastructure
E-mobility
Management of the
dynamic Smart Grid
infrastructure, new
assets and OPEX
Network
management
Connectivity – to provide an evolutionary blueprint that optimizes the overall 2-way communications infrastructure in lock step with the evolution of your smart grid strategy
Software – to shape customer behaviors, enable value-add services and process high volumes of Smart Grid data
traffic in near real-time
Services – expertise and support to design, build, run or outsource Smart Grid communications networks, as needed
13 © Nokia Siemens Networks 2011
Summary
• Smart Grid transformational to Utility business
• no evolution but revolution
• disruption best understood from customer perspective
• Customer centricity
• start with customer value prop, design backwards
• electricity price – elastic, people respond to dynamic tariffs
• there are simple / expandable ways to focus on customer messaging
• For a vendor
• no simple technology sale
• embed a wider vision of customer into everything we do
• insights from our experiences in other industries matter to our customers and partners!
14 © Nokia Siemens Networks 2011
Thank you [email protected]
15 © Nokia Siemens Networks 2011
Backup
16 © Nokia Siemens Networks 2011
What Customer Experience Management is all about?
Experience is individual.
Customer must feel that you think about him and not that you shoot at will.
Experience has timing.
Actions have a specific moment to happen and lose most of the effect if the window is lost.
Experience must be shared.
It’s unthinkable to have dedicated people for individual analysis. So, self-learning is key.
Experience reaches you.
You can’t wait to the customer to contact you. He will only do so when something is wrong.
Experience is everywhere.
Customer is unique and must be faced as so, not silo by silo
18 © Nokia Siemens Networks 2011
Participating in national and international Smart Grid standardization activities
Systems integration projects and 100 security contracts globally
500+ Consulting engagements for over 70 customers globally
170+
Services professionals operating in 150 countries
45,000+ Nodes installed and in service with over 140 utilities in more then 100 countries
750,000+
Subscribers served by our rating and billing solution
550,000,000+
Managed services contracts serving over 570 million subscribers globally
310+
NSN strengths in telecom - for power utilities
19 © Nokia Siemens Networks 2011
Nokia Siemens Networks – who are we?
• 3 billion mobile subscribers
• 75 of top 100 Telco operators
• €12.7 bn net sales in 2010
• network systems, business solutions, global services
• Full grid connectivity
• Smart dynamic rating and smart billing
• Renewable energy management
• E-mobility
• Active demand response
A strong partner for the energy industry
A world leading supplier for the Telco industry
• Joint venture of Nokia (FI), Siemens (GER), recently acquired Motorola’s wireless networks infrastructure business
• Started operations April 1, 2007
• 72,000 employees in 150 countries