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Transform and Bridge the Digital Disconnect with SAP Solutions

Discover a customer information system that delivers utility and property tax bills to citizens using a CRM and billing solution, a multichannel foundation, and a computing platform, all from SAP.

See how the City of Kitchener, with Capgemini, started a transformation journey to deliver top services to those who have chosen Kitchener as their home.

Presented at SAPPHIRE NOW 2016.

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Transform and Bridge the Digital Disconnect with SAP Solutions

  1. 1. City of Kitchener’s Business Transformation Through SAP Orlando, May 17, 2016 Presenters: Joyce Evans and Prashant Gupta In collaboration with
  2. 2. 2Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with Agenda !  Introductions !  Background and Business Issue !  The Transformation Journey !  Results and Lessons Learned !  Questions?
  3. 3. 3Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with Introductions Joyce Evans Director - Revenue City of Kitchener Joyce’s career in both Britain and Canada encompasses the public and private sectors, including manufacturing, retail, service, teaching, and municipal government. She is currently the deputy city treasurer/director of revenue for the City of Kitchener, Canada. She has been involved with several systems implementations over her career, the most recent being the implementation of SAP CR&B for utility and tax billing. Joyce holds a master’s degree in public administration from the University of Western Ontario, a chartered directors (C.Dir) designation from the Directors College. She is a Fellow Certified General Accountant (Canada)/Fellow Chartered Professional Accountant Prashant Gupta Capgemini Capability Lead – NA SAP IS-U Prashant is an experienced IT manager in the Utilities space, focused entirely on SAP CR&B implementations and AMI technology and have worked with Utilities across NA and Europe. Around 15 years of experience comprising of 9 years of working with SAP for Utilities product suite (SAP CR&B, IS-U) and 4 years of AMI, Meter Data Management System (MDM/R, MDUS) and Electric Vehicles Process integration with SAP applications.
  4. 4. Background & Business Issue
  5. 5. 5Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with City of Kitchener – A Place to Call Home City of Kitchener Revenue Division - $525 million in annual revenue Municipal Property Tax – 72,000 accounts Utilities – 80,500 accounts !  The single largest revenue source for the City, representing approximately 67% of total revenues. !  Property Tax billing requires multiple billing and adjustment of the billing period, which typically is a Tax Year, based on the preliminary assessments, supplementary assessments and adjustments to the assessments. !  Gas utilities billing based on consumption and unique requirements for Gas Distribution Access Rules (GDAR) regulations. !  Water utility billing based on consumption. !  Wastewater billed based on water consumption. !  Storm water charges calculated based on category codes and number of dwelling units. !  Rental water heaters installed and rented for monthly fixed changes.
  6. 6. 6Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with Business Case – Why SAP? !  Robust system for the next 15-20 years !  Flexible and configurable solution !  Solid foundation for e-services, mobile computing and core Utility and PTAX functions !  Continued functional and technical enhancements through regular upgrades !  Alignment with the City’s corporate technology direction and industry trends !  Ability to leverage industry best practices !  Opportunity to capitalize on investment already made in SAP Selecting the right partner – key differentiator for success !  Capgemini’s ‘A’ Team - track record of successful SAP CR&B / Business Objects implementations !  Accelerated Time to Value and Program Risk Mitigation !  Industry Leadership and Track Record !  Good degree of fit between the City’s requirements and SAP CR&B’s functionality !  Development work to support Property Tax requirements !  GDAR requirements for a gas distributor !  Reports and customer letters development !  Higher than average historical data conversion
  7. 7. The Transformation Journey
  8. 8. 8Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with The Project Success Reflects Our Team’s Efforts M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M13 M14 M15 M16 M17 M18 M19 M20-30 Oct ‘14 Nov Dec Jan ‘15 Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan ‘16 Feb Mar Apr Blueprinting ! 60 full day workshops ! over 1300 functional requirements ! 40 Functional Design Documents Realization Build ! 350 development object ! 118 BI reports ! 600 configuration elements ! Basis and security ! Data migration Realization Test ! 8000 test cases executed during ITC1, ITC2 and UAT ! Over 4000 defects resolved Cutover ! 5000 individual tasks Hypercare AMS Go Live Capgemini iSAP Methodology Accelerator !  The City team involved 25 full time resources and approximately 40 part-time resources !  Capgemini onsite team at its peak was 50 resources supported by 70 right-shore resources spread across 4 cities in India. !  Delivered over 50,000 pages of documentation !  Trained over 500 attendees in 65 training sessions !  Identified and addressed over 150 business impacts One Team One Success
  9. 9. 9Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with Capgemini’s UtilityPath – Certified/Pre-configured SAP Solution What is Utility Path? UtilityPath is Capgemini’s SAP-certified ERP solution to enable Utility companies to streamline operations, providing greater visibility and control of core business processes. How was UtilityPath developed? The UtilityPath solution was built over the last six years, based on leading practices and processes we’ve refined during multiple implementations with Utilities. During each implementation, we’ve improved the solution by adding additional functionality (Capgemini IP) SAP Generic Products (Suite on HANA, BI, CRM, IS-U) Industry Specific Layer (Capgemini IP) !  Ad-hoc reports and analytics !  Mobility features !  Industry-specific transactions !  Improved user interface (Fiori) Technology Management Integration, data conversion, AM, IM, Security, Reports !  Pre-integrated !  Pre-configured !  Speed to value UtilityPath Client Specific Core SAP Functionality Client Specific Core SAP Functionality
  10. 10. 10Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with UtilityPath – Accelerated Approach to SAP Implementation !  Numbers in the bracket represent the number of artifacts within UtilityPath. !  The deliverables represent a portion of key project deliverables.
  11. 11. 11Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with The solution enables a house for the City’s operations First full SAP CR&B (IS-U) implementation deployed in English language to deliver: !  SAP IS-U – Device Management (DM), Financial Information and Contract Accounting (FICA), Billing !  SAP CRM for Utilities – customer service and operations !  SAP MultiChannel Foundation – MCF – self-service portal for customers !  SAP HANA for Business Objects – Reporting !  OpenText Integration – archive management !  Redwood – batch scheduler for SAP batches Property Tax Solution OpenText and Redwood Integrated, consistent and robust business platform Capgemini UtilityPath SAP IS-U & CRM & MCF SAP HANA for Business Objects
  12. 12. 12Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with SAP MCF Enables Self-Service for Utilities and Tax Payers MCF enables customers to view and self-manage their accounts !  Billing and invoicing information !  Utility and Property Tax bills online delivery !  Availability of property tax information such as assessments, billed amounts, adjustments !  Feature to enter meter reads for gas and water !  Feature to apply for storm water credits
  13. 13. Results & Lessons Learned
  14. 14. 14Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with Results and Lessons Learned !  Key differentiator for success is the right partner that ensures maximum collaboration. !  Innovation is the core of large endeavors constrained by budget and timeline. !  SAP certified solutions such as UtilityPath are scalable, integrated, and comprehensive. Lessons LearnedResults !  Alignment to Strategic Corporate directions for Financial Management, Information Technology, and Customer Service. !  Long term solution providing a robust platform for the next 15 to 20 years that will enable the City to accurately and reliably bill and manage over $520 million in annual revenue, and offers a solid foundation for key enhancements such as on-line customer access, mobile computing, and smart meters. !  Best-practices approach and capitalize on investment already made in SAP.
  15. 15. Questions?
  16. 16. 16Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with Appendix – UtilityPath solution – What does it contain? !  Speed to value !  Cost certainty UtilityPath for the Utility Sector !  Overall cost reductions !  Platform for Growth Value Platform Solution Platform !  Plug and play !  Pre-configured !  Enriched with accelerators !  Integration tested !  Structuring of Assets !  Corrective Maintenance !  Preventive Maintenance !  Refurbishments !  Environment, Health and Safety !  Multi resource scheduling !  Integration with Digital Asset Life Cycle management (DiLAM) Maintain-to-Settle !  General Ledger !  Account receivables !  Account payables !  Asset Accounting !  Project Accounting !  Controlling !  Pipeline Industry Extension FERC regulated capital project accounting Finance-to-Manage !  Customer service processes !  Customer acquisition !  Contract management !  Service Order processing !  Inter-company sales !  Multi Channel Foundation !  Integration with Odigo, digital customer experience Customer Service !  Procurement of materials !  Procurement of services !  Contracts and agreements !  Ariba integration !  Inventory Management !  Warehouse Management with mobility integration Procure-to-Pay !  Regulated and De-Regulated scenarios !  Customer Contracts !  Device Management !  Work Order management !  Billing & Invoicing !  Sub Ledger accounting !  Dunning & Collections !  Smart Metering and HAN integration Meter-to-Cash Technology Management Licensing Hosting Implementation Application Management !  Technical Command Center© to support Data conversion and Integration !  NWBC GUI- Security roles and Power Lists !  Workflows and Enhancements !  Print workbench !  Simplification using FIORI applications !  Business Warehouse and dashboards !  Mobility !  SAP PI integration Infrastructure Platforms !  Amazon Web Services !  Private Cloud !  Classic database platforms SAP Digital Core with S/4HANA
  17. 17. 17Copyright © 2016 Capgemini. All Rights ReservedIn collaboration with Contact information Joyce Evans Instructor picture here Director – Revenue City of Kitchener Prashant Gupta Senior Manager Capability Lead – NA SAP IS-U Capgemini
  18. 18. The information contained in this presentation is proprietary. Copyright © 2016 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini. About Capgemini With more than 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model. Learn more about us at