Energy, Utilities and Chemicals the way we do it

Create a SolutionCapgemini Expertise in SAP for Utilities

New ways of doing business requirenew business strategies, processes and systems, and the ability to use the utility's key asset, information,more efficiently.

Utility companies choose SAPtechnology because it helps optimizetheir systems to keep pace with rapidand unrelenting change within theindustry. It enables flexible andresponsive environments, whichdeliver timely and accurateinformation across distributedcorporate functions and divisions.More importantly, with its specializedsolution specifically focusing onutilities, SAP helps utility companiesidentify the solutions needed to act onthis information, with customer value, efficiency andprofitability as keywords in the SAP approach.

Market Issues Deregulation has radically altered theutilities environment, creating fiercecompetition, spurring fundamentalreorganization in the market andsparking a flurry of mergers andacquisitions. While this givescustomers more choice, the new set ofdemands puts ever greater pressure onutilities.

Flexibility, reliability and speed ofinnovation are now vital capabilitiesfor utilities as they respond to thedrivers of deregulation andcompetition. In view of thesefundamental changes taking place inthe market, it is becoming ever moreessential for each of the playersinvolved to move forward in the rightdirection.

Flexibility, reliability and speed ofinnovation are vital capabilities for utilities

The Reliable Partner When you partner with Capgemini,you can count on decades of industryexperience and expertise well beyondthe 4500 successful SAP projects wehave completed for more than 1900clients worldwide. That is because ourdedicated SAP consultants teamtogether to exceed customerexpectations.

We have been a GlobalImplementation Partner for SAP formore than 17 years, and thepartnership is strong and growing.Our partnership goes far beyond“formal” alliance activities with significant focus on field levelengagement with SAP accountexecutives and solution levelengagement with SAP IndustryBusiness Unit for Utilities. It is thisdepth and breadth of partnership thatenables Capgemini to quickly bring tobear the best combination of skillsand resources required to solve anycustomer situation.

Our industry recognized competency(including by Gartner) in ESA/SOAand long-termpartnership/commitment with SAP inthis area has allowed Capgeminicustomers to serve as NetWeaver/ESA“Showcase” customers and benefitfrom the move to a services orientedenterprise.

Furthermore, we are a ‘StrategicDevelopment Partner’ of SAP AG. Thisinvolves, amongst other things,intense cooperation in areas such asCRM and mobility, but also industrysolutions.

For the development of solutions forutility companies, SAP works closelywith a select group of carefully chosenstrategic partners; includingCapgemini. As an example, some ofour consultants were involved with

SAP AG in the development of theintegration between SAP CRM and IS-U/CCS; others were also involved inactivities around EDM (Energy DataManagement) and IDE (IntercompanyData Exchange) modules, in particularfor localization in several countries.Our latest joint initiative in this spacewas for the development of IDEX (thecountry specific market set).

With regard to AMI@SAP, we havepartnered in Europe to present thejoint SAP and Capgemini solution toaddress Smart Metering projects.

A Strong Focus on SAP forUtilities Industry SpecificSolutions Capgemini has a long termcommitment to the utility industry.We have worked for a long time onSAP for Utilities around both Billing& CRM and Enterprise AssetManagement, leveraging our SAPsolution footprint.

Using the SAP for Utilities solution,we design, build and operateconnected enterprise solutions toimprove your organization across fourkey dimensions:

� Enhance customer service

� Improve process efficiency

� Reduce cost

� Harness growth opportunities

Our solution approach leverages andis supported by

� A network of Centers of Expertise(CoEs) focusing on the SAP forUtilities solutions

� A set of accelerators, such as ourproprietary Utility Process ModelPlus (UPM+)

� Pre-configured templates,embedding leading industrypractices

Energy, Utilities and Chemicals the way we do it

Capgemini Expertise in SAP for Utilities 3

Capgemini—Global SAP Alliance PartnerBusiness Suite 7 Ramp-up Partner

Figure 1 : Systems Architecture for Billing & CRM

Customer Self-Service

Multi-channel integrationphone, email, fax

Marketing & Campaign Management

SAP CRM

SAP IS-U

EDM CCS

Product Management & Sales

SAP BW

OperationalReporting

CPM

CLTVModeling

Marketing Messaging

Metering Billing & Invoicing Payment

IDE

SAP Portal1st Line 2nd Line

Team of 1,500 SAP for Utilities expertsOur expertise is delivered by regionalteams of experienced senior SAPconsultants who are able to combinetheir knowledge of all SAP for Utilitiescomponents with their knowledge ofthe utility industry and futuredevelopments within it.

The regional teams are supported byspecialists from the global Center ofExcellence. The support is deliveredin two ways: on one side theknowledge and experience istransferred and shared with the teaminvolved on the client's premises,while on the other side theinternational specialists take an active role in finding solutions for the specific project and clientsituation, based on our industry leading practices.

In order to provide improvedflexibility and cost-effectiveness to ourclients, our regional teams can takeadvantage of distributed delivery andbe supplemented with resources fromour Indian CoE, which offers acomprehensive set of services andexpertise in the area of SAP forUtilities:

� Remote configuration

� Expertise in ALE/IDOC, IDE and XI

� Integration with other SAP and non-SAP products

� Technical support

� Data migration

� Enhancements development

� Application Management

The Centers of Expertise SAP for UtilitiesThe Capgemini CoE network isstructured around a global Center of Excellence, which coordinates theactivities of our eighth Centers ofExpertise based in the Benelux,France, Germany, the Nordic region,Spain, UK, Canada and India. The role of theCenter of Excellence is to maintain a constant relationship with SAPIndustry Business Unit for Utilities,provide thought leadership and, relying on dedicated teams andinfrastructures, provide direct support to project delivery.

This approach and associatedmethodology is incredibly powerfuland it ensures project staffingscalability as well as knowledgetransfer across different countries. Ithas been successfully used on morethan 100 SAP for Utilities projects in19 different countries, combining globaland local experience.

We believe that the leveraging ofleading practices is key for deliveringsuccessful projects. Our CoEs leverageCapgemini global industry experienceand transfer it locally to each project,giving our clients – wherever theymight be located – the best of ourcollective experience.

Our CoEs provide our clients withfive main services:� Team of industry experts� Accelerators & templates� Knowledge base� International training centers� Distributed delivery (a blend ofworking on—and offshore depending on the specifics of acustomer project)

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Capgemini Centers of Expertise NetworkDelivery supported by global and local centers spanning the globe

Figure 2 : Capgemini Centers of Expertise Network

SAP Utilities CoEs

Direct access to anetwork of expertsA community of 1500 SAP for Utilitiesconsultants around the globe

SAP for Utilities knowledge and expertise

Accelerators and innovation

InfrastructuresKnowledge management, best practices partnership with SAP

Training centers, distributed delivery

Utility Templates (UPM +), methodology

SAP for Utilities projects

Capgemini approach and proofof concept: leveraging the SAPfor Utilities templatesCapgemini has developed the SAP for Utilities templates for energy &water companies to facilitate proof of concept and implementation of SAPfor Utilities solutions, focusing onbilling, CRM, BW and mobileintegration. The templates include abusiness case, process models andflows as well as preconfiguredfunctionality, and are continuouslyenriched with projects experience.

The leveraging of Capgeminiinternational expertise network,focusing on sector-specific issues, waskey in building the templates:

� Utility business requirement expertsbased in The Netherlands, Denmark,France, Canada and Germany

� SAP solution expertise center basedin Waldorf, Germany

� Mobile workforce experts based inDusseldorf, Germany

� COE Utilities in Mumbai, India

Capgemini unique solution forEnergy RetailersOur latest solution and offering,E’Tailer, is intended for the specificneeds of Energy Retailers. This is anoffering allowing Utilities, in theirnew competitive environment, tolower the cost to serve their clients.

Energy, Utilities and Chemicals the way we do it

Capgemini Expertise in SAP for Utilities 5

Figure 3 : System Components of the Water Template

Meter readings

Bank / Giro

3rd party billing

Mobile device

Telephone

(e)mail

Partners

Homeworking

Fax

AC

D/C

TI

SAP BusinessWarehouse

SAP IS R/3

SA

P C

RM

CIC

Marketing &

Cam

paign Sales S

ervice

SAP for Utilities

SA

P C

RM

Contract ManagementBilling & InvoicingContract accountingDevice management

AnalysesReportingCustomer segmentation

Customer contact centerSupport multiple channelsSingle customer viewService orders management

Capgemini Accelerators and Templates

Figure 4 : E’Tailer Solution Components

Corporate Performance Management

Bus

ines

s In

tellig

ence

Business Intelligence

Corporate Intelligence Data Warehouse

Customer Contact ManagementReal-time Inbound Customer Management (ICM)

Customer Document ManagementIntegrated Multi Channel Communication

Cus

tom

er S

elf S

ervi

ceIn

boun

d C

usto

mer

Mar

ketin

g

Marketing C

ampaign M

anagement

Outbound C

ustomer M

arketing (OC

M)

Business ProcessException

Management(BPEM)

Business ProcessManagement

(BPM)

Sales ForceAutomation (SFA)

& Contract Management

Partner & Reseller

Management

Market Messaging& Interfacing

Management

Master Data Quality Management

(MDM)

WorkflowManagement

(WFM)

Energy DataManagement (EDM)

Smart Metering &Home Services Management

Customer & ContractAdministration Rating &

Billing Payment Processing Collections

International Training CentersOur state-of-the-art training centershave all the facilities and experienceto develop and organize customizededucation and training programsdedicated to SAP for Utilities.

Capgemini has developed internaltraining material based on UPM+ andprovides industry leading practicesfrom various IS-U, CRM andEnterprise Asset Management projects.

Typically, the deployment ofCapgemini UPM+ methodology alongwith pre-configured functionalitywithin such projects reducesprototyping and conceptual designefforts, as well as the overall length ofproject duration.

Another major benefit of using thisapproach during a SAP for Utilitiesproject is the possibility of facilitatingthe integration of business processesand SAP Utilities in the initial phase of the project.

In particular, UPM+ and pre-configured functionality has beenproven in projects for:

� Process design

� Requirements analysis

� Visualization and communication

� Distribution of leading practices

� Base line configuration

Knowledge BaseCapgemini continuously invests in its SAP for Utilities knowledge base,which contains questionnaires, check-lists, parameterization guides, bestpractice descriptions.

Capgemini project teams canpermanently access the knowledgebase through the web via specificpassword-protected procedures, inorder to ensure security betweenprojects.

It consists of a Lean Sigma basedapproach to processes, full automatedworkflow driven configuration of SAP, a dedicated customer contact centerfront-end (based on the ESOAarchitecture and standardizedenterprise services with NetweaverXI), an integrated CorporatePerformance Management framework(based on NetWeaver BI) as well asintegrated best of breed tools,document management and archiving,print & channel formatting solutions as well as data quality.

Capgemini proprietarymethodology for SAP forUtilities implementationsCapgemini offers accelerators andtemplates that make our industryleading practices available to ourcustomers. Templates are anintegrated set of processes model,called Utility Process Model Plus(UPM+) and pre-configuredfunctionality, designed to help youimplement SAP systems better, fasterand with greater value.

By deploying a robust combination of our industry practices via ouraccelerators and templates with SAPmethodologies and tools, we canreduce your time to market and cost of change.

Supported by a knowledge base thatcontains document templates,questionnaires and configurationguidelines, the project teams select the appropriate configuration paths,based on each client’s unique business environment.

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DONG Energy – DenmarkIS-U/IDE & EDM localization to support entry into the full retail competition Danish Power Market.

E.on Sales & Trading – GermanyIncreased business process efficiency and transparency with SAP Utilities (IS-U/EDM & IDE) in Germanderegulated market.

Essent – NetherlandsImplementation of IS-U/CCS solutions to serve gas and electric I&C customers in the Dutch competitive energymarket. Separate systems were setup for the supplier and grid branches.

Gas Natural Group – SpainIS-U/CCS solution to support the liberalization of the Spanish gas market. The solution provided the key to thegroup’s future expansion, and enabled an extended product and service portfolio.

GDF Suez – FranceIn preparation to the opening of the French market, implementation of a solution to manage GDF Suez's distributionnetwork 10 millions customers, based on SAP (IS-U/CCS & EDM & IDE, BI) and integrating existing applicationsthrough an SOA approach.

Hydro-Québec – CanadaFirst live implementation of SAP CRM for Utilities in North America to support a major business transformation ofthe Retail and Distribution arms (IS-U/CCS, CRM, BI, Portal) affecting 3,500 users.

Marafiq – Saudi ArabiaFirst live implementation of IS-U/CCS in the Middle east, realized in only 12 weeks.

ONE – MoroccoEnhanced performance and productivity for 2,200 users in the customer management functions through SAP forUtilities (IS-U/CCS, CRM, PM/CS), for the Retail and Distribution arms.

Göteborg Energi DinEl AB – SwedenFirst live implementation of the SAP for Utilities template for mid-size Utilities (IS-U, CRM, BI). The solutionenables this pure retail utility to provide faster customer service and offer new products.

TMVW – Belgium9 months implementation of the SAP for Utilities template for Water Companies.

Welsh Water – UKSAP’s Mobile Asset Management (MAM) based solution to manage planned and reactive maintenance activities fornetwork assets, used by more than 600 craftspeople and inspectors..

WML – NetherlandsFirst live implementation of the SAP for Utilities template for Water Companies (IS-U, CRM, BI).

Energy, Utilities and Chemicals the way we do it

Capgemini Expertise in SAP for Utilities 7

Capgemini Experience and ReferencesMore than 100 SAP for Utilities projects in 19 countries

Our experience in implementing SAP for Utilities solutions spans the gas, electricity and water sectors, in regulated andderegulated markets, throughout the globe, as illustrated by the selected references below:

Capgemini, one of theworld's foremost providers of consulting,technology and outsourcing services,enables its clients to transform andperform through technologies.Capgemini provides its clients withinsights and capabilities that boost theirfreedom to achieve superior resultsthrough a unique way of working – theCollaborative Business ExperienceTM -and through a global delivery modelcalled Rightshore®, which aims to offerthe right resources in the right locationat competitive cost. Present in over 30countries, Capgemini reported 2008global revenues of EUR 8.7 billion and

employs over 90,000 people worldwide.

With 1.2 billion euros revenue in 2008and 12,000+ dedicated consultantsengaged in Energy, Utilities andChemicals projects across Europe, NorthAmerica and Asia Pacific, Capgemini'sEnergy, Utilities & Chemicals GlobalSector serves the business consultingand information technology needs ofmany of the world’s largest players ofthis industry.

More information about our services,offices and research is available atwww.capgemini.com/energy

®®

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www.fsc.org© 1996 Forest Stewardship Council

Cert no. FCBA-COC-000076

Sources mixtesGroupe de produits issu de forêts biengérées et d'autres sources contrôlées

www.capgemini.com/energy

Marie-Odile ViardNorth America CoordinatorUtilities Specific Solutions CoE+1 514 395 5876

Michel Van ZutphenGlobal LeadUtilities Specific Solutions CoE+31 (30) 68 97 650

Copyright © 2009 Capgemini. All rights reserved.

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