Utilities are looking to adopt mobile solutions to increase efficiency and productivity, improve decision making, and reduce costs. Capgemini developed a mobile solution for Hydro One Networks to automate the mass replacement of over 1.2 million electrical meters across Ontario. The mobile solution streamlined the meter replacement process, allowing installations to be completed same-day instead of taking 2-3 weeks. The solution provided significant cost savings by digitizing the end-to-end process and enabling real-time monitoring and issue resolution. Mobile technologies provide benefits like faster completion of repetitive tasks, two-way information exchange, and integration with existing enterprise systems. Utilities must select solutions that are easy to use, flexible, durable, and support future needs and technology

1. Utilities the way we do it
Utility Mobile IT Adoption
Going Mobile Is Smart
Overview costs, improve productivity and
Although utilities have greatly make better decisions throughout
improved back office operations, they their organizations.
are still feeling pressure to increase
the efficiency of routine activities. A The mobile solution described in the
wide range of drivers is fueling this following Advanced Metering
pressure. Deregulation is making the Infrastructure (AMI) case study was
industry increasingly price developed by Capgemini in
competitive, while government and collaboration with Hydro One
industry compliance requirements are Networks, one of our many client
becoming ever stricter. As partners in the utility industry. The
transmission and distribution challenge was to deploy an Advanced
infrastructure continues to age, so, Metering Infrastructure (AMI) that
too, does the workforce. Qualified spans a geographical area twice the
people are getting harder to find and size of Texas. Capgemini was asked to
more expensive to hire.Customers are develop a robust set of processes and
demanding 24/7 availability, tools to enable the mass meter change
environmental awareness, accurate operation, and in response, we
billing, and quick fault resolution. In designed the Meter Change Automation
addition, utilities wish to be better (MCA) approach. MCA is a leading
prepared for unexpected incidents industry example of how an
such as power outages. industrialized process—specifically, a
mass replacement of over 1.2
To help meet these challenges, million electrical meters across
companies are looking to adopt Hydro One Networks’
mobile solutions to further control

2. service territory in Ontario, even touch on the immediate benefits Why Go Mobile?
Canada—is being enabled through the of employee and customer satisfaction, Utilities know they need to increase
latest mobile technology and tools. or the long term benefits such as productivity and find cost savings, but
The result will be significant cost record updating, long term equipment they may be unclear about how
savings to the client. monitoring, superior forecasting of raw mobile technology uncovers those
materials, and during an emergency, the benefits. At Capgemini, where we are
With our global AMI project expertise rapid dissemination of instructions. completing live deployments in
and the collective intelligence of the utilities, we can confidently say that a
world’s leading utility companies The New Mobility mobile solution adds value in virtually
behind us, Capgemini is in a position The definition of a “mobile solution” has all parts of a utilities provider’s value
to offer advice on what to look for evolved. Phase one, wireless e-mail and chain.
when considering mobile solutions Internet access, enabled employees to
and to provide leading practices for communicate with co-workers and Two key capabilities offered by going
their implementation within the utility access information remotely from their mobile stand out above the rest.
industry. In addition, this report looks cell phones. Phase two was the creation
at the “new” mobility, and outlines of industry-specific applications, such as Mobile solutions allow repetitive,
several high-payoff mobilization those designed for utilities. The third time consuming activities to be
areas that all utility executives phase saw the improvement in the actual done faster and accurately.
should consider. mobile device, as witnessed by today’s The AMI Case Study began with an
handheld or “pistol grip” mobile units existing process to replace meters,
The AMI Case Study that are designed for field work, working which was cumbersome and error
Consider this scenario. Hundreds of consistently without losing connectivity prone. Back office clerks generated
field workers travel to individual or draining battery power too quickly. work orders, and field staff visited
homes and businesses across Ontario. And today’s devices come with a locations carrying printed installation
Their mission is to convert over 1.2 “whatever you choose” selection of orders on which they hand wrote their
million conventional electric meters to options: GPS information, bar coding, reports. Back at the office, clerks once
smart meters. The initial estimate for
voice applications, signature capture, more copied the data into the
each end-to-end change was two to
three weeks to complete. But these imaging, printing and pairing with customer service system. Often, they
field workers carry small, wireless, calibration tools to name just a few. couldn’t read the handwriting and
hand held PDAs and tablets that stopped to verify an address or locate
enabled the change to be completed The most recent phase delivered vast missing information.
the same day. Rugged and adaptable improvements in mobile application
to extremes in climate, the devices security. This changed the whole Equipping our client’s mobile field
manage every step of the process, paradigm for how mobile technology force with mobile PDAs, with a
from creating the initial paperless can be used. Companies now trust the custom built Work Management
work order to documenting the meter technology with information that application, is like giving each
change and changing the customer flows not just back from the mobile member of the team a small computer
over to a new billing system.
device, but out of the enterprise. to carry on their belts. The device
Organizations are able to use mobile provides a paperless solution that
Meanwhile hundreds of miles away,
units to bring information into reduces installation times by allowing
supervisors back at the project office
enterprise applications such as the mobile field force to download/upload
monitor the installations as they take
Enterprise Resource Planning (ERP), their work orders by batch from the
place, in real time. Of particular
Enterprise Asset Management (EAM), office or field each day or as required.
importance from a customer service
Customer Information System (CIS) Whether they are repairing,
point of view, are exceptions where
and Supply Chain Management inspecting, installing or reading a
installation cannot be completed.
(SCM). This advancement is meter, most of the information already
These issues are quickly resolved by
particularly important to utilities, is recorded on the device. If the
on-site changes to the work order, and
where rapid incorporation of installer makes an error entering data,
if additional equipment or services are
information from the field allows the device corrects mistakes on-site,
required, both are dispatched quickly
companies to optimize power such as address inconsistencies or
to the site, plus recorded in inventory.
generation, transmission and missing data. New information is
distribution through improvements recorded in real time in the customer
A strong return on investment is only
in planning, scheduling, inventory service system, which streamlines the
the beginning of the bottom line
management, logistics and process for verifying installation or
results. In fact, a strong ROI doesn’t
other processes. dealing with customer inquiries.
2

3. Utilities the way we do it
Mobile technology facilitates two- n Improve visibility into work status applications, whichstore pertinent
way exchange of information. n Enhance safety and security data and logic on the device so it can
Consider the technician on the job n Reduce compliance and reduce
be used even when connectivity is not
in a northern community, miles from available, offer a great advantage to
regulatory fines
the main office. He needs to review employees in the field.
n Increase responsiveness particularly
past repairs on equipment that is
malfunctioning, plus check the status during an incident like a power outage Solution Architecture
of parts in inventory. By being able to As a result, employee and customer and Integration
quickly review asset conditions and satisfaction increases dramatically. Utilities Mobile solutions are generally geared
historical repair data with confidence also report that the overall life of their toward getting data in or out of back
that it is updated, accurate assets is extended because engineers and end systems and integrating it with
information, he is able to make a technicians now have the time to do exchange information. The best
preventative maintenance. Easy access to mobile solutions are able to integrate
decision in the field and then clear his
seamlessly into multiple systems
decision with his manager hundreds historical records improves first time fix
immediately in order to provide
of miles away that afternoon. rates. Finally, extending core back end employees with all of the information
systems to mobile devices helps they need as a part of a single
The ability of today’s mobile devices to companies get the most out of their application, and to allow workers
flow information into an organization’s investment in these applications. to simultaneously update several
data banks and enterprise applications Mobile solutions that integrate into systems based on information
existing enterprise systems means that captured in the field.
is especially beneficial to electrical
sophisticated systems, like project
companies. Data from the utility either
management and GIS, are now Technology Capabilities
resides outside of the enterprise What depth of functionality and
extended to as many employees as
(meter readings, asset condition, etc.) possible. technology capability does a solution
or is needed but otherwiseinaccessible require? More is not always better.
in the field. Selecting the Right Mobile Over-engineering a mobile application
Solution: Leading Practices may diminish performance and
In the AMI Case Study, the mobile Suppose it is known which areas of usability, and can make the mobile
solution did far more than just the business need to be mobilized and device difficult and expensive to
convert traditional meters to smart a strong business case for mobile maintain. It is, however, important
meters. The mobile solution was deployment has been presented. How that a mobile vendor addresses the
designed so that workers replacing old does one select the right solution? following areas to ensure that a
meters were able to electronically solution has the flexibility to meet
gather other important data such as Usability long term needs:
No matter how brilliant the underlying n Does the mobile solution support a
meter numbers, meter reads, GPS
technology or tangible the business benefits, broad range of devices?
coordinates, and customer premise
will the mobile solution be easy to n Does it provide integration with
details. This information is critical in use, durable and dependable? Such
the next phase of the project’s other mobile applications?
features greatly reduce frustration for
implementation because it provides an n Where and when do employees need
the front line users of the mobile hardware.
interface for a paperless meter When equipping the mobile field force for wireless connectivity, and how will
decommissioning process. It will allow smart meter installation, Capgemini helped this be met?
for the recycling of conventional the client select durable mobile devices that n Is the vendor able to easily -
meters and a method of cost recovery. could withstand field conditions of weather integrate new technology and
and location, with battery life that ensured additional peripherals?
Mobile Benefits Beyond Cost usage over a long period without n What security measures are available
Savings and Productivity interruption. at what levels, and can these be
Mobile technology creates a wealth of adjusted over time?
direct and indirect cost benefits. In It is important to also look for Flexibility and Future Upgrades
addition to increased productivity and intuitive workflow that reflects the
way workers actually perform tasks. It is critical to understand how a
reduced costs related to streamlined
Inquire about solutions that don’t vendor develops and upgrades its
operations and administration, labor,
always depend exclusively on software. Find out how and where
scheduling and inventory handling,
connectivity. “Thick” client based changes and updates are made, and if
mobile technology can:
Utility Mobile IT Adoption: Going Mobile Is Smart 3

4. www.capgemini.com/smartenergy
the vendor’s development framework With years of global experience and Capgemini simplifies enterprise wide
allows for inexpensive custom unmatched execution expertise deployments with a leading strategic
applications or modules in the future. serving hundreds of customers, architecture for one or more mobile
Capgemini helps organizations with applications while you concentrate on
Long Term Mobility mobile workforces who must business processes. Capgemini also
Finally, consider the long term streamline workflow and improve sets the standard for adapting to
mobility strategy. Does it include productivity. Capgemini delivers quick rapid change.
deploying a single application or ROI by delivering rapidly deployable
potentially mobilizing several areas of mobile solutions built on a
the business? Evaluate vendors on configurable mobile agentry platform.
their ability to provide ready-to-
deploy applications for multiple areas Capgemini SMART MCA Suite
in the company’s value chain. Such includes multiple tools for the fastest
solutions dramatically reduce project path to mobilize enterprise systems.
times and save companies significant Unlike other mobile solutions,
resources in application development,
integration and customization.
Smart Energy Services—Experience Reduces Risk
In Summary
Companies in the utility industry are Capgemini’s Smart Energy Services (SES) provides the full spectrum of smart metering,
quickly adopting mobile technology smart grid, smart home and smart analytics solutions through leveraging best practices
to drive efficiencies. Whether your developed over the last 10 years working alongside the world’s leading utilities. Our
company owns several steps of this team has extensive utilities industry experience with an unequaled track record for
process or concentrates on a single successful innovation and delivery. We are helping over 43 million utility customers by
area, mobile solutions present delivering sustainable energy efficiency and environmental solutions—transforming
countless opportunities to improve utility operations and the customer experience. Our commitment is strong with more
employee workflow, maximize the than 8,400 professionals dedicated to the utility sector. More information is available at
quality of data in back end systems www.capgemini.com/smartenergy
and cut paperwork from everyday
processes.
To fully achieve these benefits, ensure
About Capgemini
®
®
that you select mobile tools that are
easy to use, versatile, durable and
With around 120,000 With EUR 670 million revenue in 2011
scalable. Understand that the solution
people in 40 countries, and 8,400 dedicated consultants
will change over time, both in size
Capgemini is one of the world's foremost engaged in Utilities projects across
and in scope, and look for a solution
providers of consulting, technology and Europe, North & South America and
that will accommodate this. Above all,
outsourcing services. The Group reported Asia Pacific, Capgemini's Global
think strategically about mobile as a
2011 global revenues of EUR 9.7 billion. Utilities Sector serves the business
part of the overall IT infrastructure,
Together with its clients, Capgemini consulting and information technology
security profile and back end
creates and delivers business and needs of many of the world’s largest
system environment.
technology solutions that fit their needs players of this industry.
and drive the results they want.
Finally, seek advice from mobile A deeply multicultural organization, More information is available at
specialists and companies that have Capgemini has developed its own way of www.capgemini.com/energy
deployed multiple solutions similar to working, the Collaborative Business
yours at companies like yours. ExperienceTM, and draws on Rightshore®,
its worldwide delivery model.
Rightshore® is a trademark belonging to Capgemini
Gord Reynolds Alon Gat
EUC_UTLMOBFLR_031809_012
Smart Grid Operational Services Leader Utility Industry Specialist / AOS
gord.reynolds@capgemini.com alon.gat@capgemini.com
+1 416-732-2200 +1 416-930-7405
Copyright © 2012 Capgemini. All r ights reserved.