Capgemini Global Utility Sector, Digital Connections Management

1Copyright © Capgemini 2016. All Rights Reserved

Capgemini’s Global Utilities Sector | February 2016

Capgemini Global Utility SectorDigital Connections ManagementOctober 2016



Capgemini is a recognized Leader in Utilities for IT Services

*Source: IDC Energy Insights: “IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations 2015 Vendor Assessment,” Roberta Bigliani, Gaia Gallotti, Jean-François Segalotto, April 2015.** Source: Verdantix Green Quadrant Power Utility IT Services (North America)," February 2015***Source: Gartner, Inc.: “Market Share: IT Services, 2014,” Kathryn Hale et al, 31 March 2015**** Source: HfS Blueprint Report: "Utilities BPO," Reetika Joshi, December 2015

IDC Energy Insights positioned us as a leader in the Global Professional Services Firms for Utilities Customer Operations MarketScape. IDC commented that “Capgemini remains one of the leaders in the market for services to the utilities industry. The company continues to focus on innovation and industrialization of comprehensive solutions for this market, covering the entire value chain with digital transformation among its key distinctive capabilities. In fact, Capgemini was one of the first companies to introduce this concept in conjunction with Boston's MIT.” *

Verdantix positioned us as a leader in Verdantix's Green Quadrant for Power Utility IT Services (North America) 2015. "These providers offer the deepest set of capabilities, have the strongest track record and can meet multiple utility requirements." **

We are one of the world’s largest business consulting, systems integrators and outsourcers for utility companies, ranked by Gartner based on 2014 revenue: #1 in Utilities for IT Services in EMEA ***

"Capgemini's Digital Utilities Transformation is a solid framework created to prepare and assist utilities in reinventing themselves via disruptive digital technologies, and the H-Model Architecture foundation is a pragmatic approach to grant applications agility“; Roberta Bigliani – Associate VP, Head – Europe, Middle East & Africa, IDC Energy Insights

According to a leading market analyst firm, Capgemini is a leader in smart grid and advanced metering infrastructure solutions.

Capgemini has been positioned in the 'High Performers' category in HfS' Utilities BPO Blueprint report 2015 **** We have global reach in North America, South America, Europe and Asia Pacific with 12,000 consultants working in

this space The Utilities sector accounts for €1.047 bn (10%) of total Capgemini Group Revenues (2015)



The energy industry is facing a level of disruption unseen in a century

Making the energy system more flexible is the focus in the market through mechanisms such as demand response, energy storage and the smart grid. As the level of decentralised generation increases, the energy system must deal with two way power flows and more intermittent power generation.

The development of energy storage propositions for customers introduces new opportunities for customers to be flexible in the times that they purchase electricity from the grid.

Energy Industry Disruptions

The smart home market is gathering momentum in Europe and US. Start-ups and tech giants continue to launch solutions that take advantage of Internet of things (IoT) technologies, bringing a slew of new internet-enabled home automation products to the market.

Utilities across Europe and the US have been turning to value-add energy services as potential growth area.

New and deep-pocketed players like Google & Nest, Apple, and Tesla are entering the energy industry.

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAQQjRw&url=http://blogs.tribune.com.pk/story/19792/the-evolution-of-the-apple-logo/&ei=rtkhVOiwD4KxyATq54LQBQ&bvm=bv.75775273,d.aWw&psig=AFQjCNF2APOUoeagZoid36ZoUUA-RF9oYQ&ust=1411590958295496

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Sustainable Energy, Digital Transformation and move from Commodity to Services…

The utility company of tomorrow will be a new kind of energy company – a producer, gatherer, and exchanger of the charged particles that make every day better and every dream closer to reality for its customers.

Capgemini can help your enterprise go from u2es - “u” to “es” – transform from a utility company into an energy services company, ready to embrace the potential of your industry and deliver the results your customers expect, your communities demand, and your company deserves. Get ahead of the future with u2es Transformation from Capgemini.



u2es builds on Capgemini’s expertise and offers across the Digital Transformation framework

Cost Reducing OfferRevenue Generating Offer

Customer Experience Operational Efficiency New Business Models

Transversal SolutionsCap

gem

ini a

ctua

l offe

ring

DU

T (D

igita

l Util

ity T

rans

form

atio

n) Digital Customer Experience

ACCESSDigital Customer Operations with ODIGO

Insights & Data

Energy Internet of Things

Digital industrial Asset Lifecycle Management

Insights & Data

UtilityPath

Smart Meter Network Operations

Insights & Data

Digital Customer Experience

Energy Internet of Things

Infrastructure Services NextGenAM Managed Testing

Services Mobility BPO



Aware

Passive interest

Active involvement

Interactive involvement

Community involvement

Unaware

Utility-driven market

Consumer-driven market

The need for customer centric approach by Utilities with the evolution of consumers and ongoing energy transitions



Digital Connections ManagementBuilt on Salesforce



Digitization of connections management is key to competitiveness for Utilities

Each year, utilities face tens of thousands of Electrical Work Requests (EWRs) related to end point connections.

These requests are tracked, acted, escalated & completed manually by paperwork or by phone call/email.

These processes reach across multiple internal and external parties (Distributor, Retailer, Licensed Electrical Worker, customer, and others).

This results in a process that is costly, inefficient, and does not provide a positive experience for the client’s customers and partners.

The Challenge

Utilities are looking for a digital and flexible solution to automate the process and reduce execution time

Coupled with the macro disruptions facing the industry surrounding renewable proliferation and changing market conditions, utilities are looking for a way to begin their digital transformation journey with simple easy to embrace manner

The Need



The Solution: Capgemini Digital Connections Management on Salesforce

Salesforce as a digital platform to build an integrated workflow management system A front-end web portal would allow users to register, submit, action and track work request progress

Digital StatePrevious State

Internal user

Partner

Internal userField Activities

Internal user

Customer Partner

Internal user Field Activities

Customer

Manual to Digital An end to end digital and paperless process, from initiation to execution and closeout Live updates, users notified immediately via SMS/Email Quick case resolution/escalation through automated workflows (robust logic to cater for all edge –case scenarios).

A user-friendly front end experience that integrates seamlessly with the Salesforce cloud. Retailers no longer need to process new connections Easy self service and task management via tablet and smartphone. Auto-generated/customisable reports based on internal roles

DigitalConnectionsManagement



Benefits

Reduction in response and turnaround time from days to less than a minute in most cases Improvements in operational efficiency leading to cost reduction

Enhanced efficiency and reliability1

Helps utilities evolve from the grid centric model to a customer centric model Paves the way for the adoption of emerging digital technologies Helps adoption of emerging business models with greater ease and higher probability of success

Enabling future-ready organization2

Proven track record of delivering “ready-to-deploy” solution which digitizes end-to-end connections processes for utilities Comprehensive solutions for utilities market, covering the entire value chain with digital transformation

Depth of Salesforce experience with numerous implementations in the utilities sector An agile project delivery approach that ensures transparency while building capabilities that are driven by business

priorities Among the world’s largest business consulting, systems integrators and outsourcers for utility companies

Why Capgemini

for DCM

Besides enabling the utilities embrace the vision of being a consumer-driven business, Digital Connections Management Solution offers the following benefits:



The potential impact of Capgemini DCM

Digitally-modified businesses Product/service augmentation Transitioning physical to digital Digital wrappers

Process digitization Performance improvement New features

Customer understanding Analytics-based segmentation Socially-informed knowledge

New Digital Businesses Digital products Reshaping organisational

boundaries

Worker enablement Working anywhere anytime Broader and faster communication Community knowledge sharing

Top line growth Digitally-enhanced selling Predictive marketing Streamlined customer processes

Digital Globalization Enterprise Integration Redistribution decision authority Shared digital services

Performance management Operational transparency Data-driven decision-making

Customer touch points Customer service Cross-channel coherence Self service

Capabilities Unified Data & Processes Analytics Capability

Business & IT Integration Solution Delivery

Business ModelCustomer Experience Operational Process

The Capgemini Digital Connections Management solution on Salesforce has the potential to reach across all 3 towers of the Capgemini MIT transformational framework



The Solution

All Interactions and Process Management: force.com Platform

Workflows Clouddatabase

Analytics Data-levelSecurity

SchemaBuilder

APIs App Exchange

Mobile SDK

Monitoring Email Services

Search Identity

Mobile Workforce

Integration Layer

Tran

sact

ion

Laye

r C

ost R

educ

tion

Inte

ract

ion

Laye

r Inn

ovat

ion/

Valu

e

Business Process & Work Management

360

Data and Application Layer

GIS,OMS,CIS,AMI Market Gateway Asset MgmtReporting & Predictive Analytics

Field Mobility

Process

Solar Pre-approvalsNew ConnectionsAbolishment Customer Enquires

Meter Reconfigurations requestsMeter EnquiresBulk RequestsAdditions & Alterations

1. Fast time to Value – Familiar ease of use interface

2. Low investment - No upfront infrastructure

3. Latest enhancements - 3 timely easy-to-implement upgrades per year

4. Customer engagement - Full suite of pre-integrated sales, marketing, service, platform and collaboration functionality

5. Innovation – With open standard, force.com API’s

6. Back-office integration

7. Omni-Channel - natively mobile and social to support any device

8. Always On - Salesforce cloud reliability and high availability (www.trustsalesforce.com)

Why Salesforce?

http://www.trustsalesforce.com/



DemonstrationSolar Pre-Approcal Use Case

www.capgemini.com/utilities

The information contained in this presentation is proprietary.Copyright © 2016 Capgemini. All rights reserved.

Rightshore® is a trademark belonging to Capgemini.

About CapgeminiWith more than 180,000 people in over 40 countries, Capgemini is one of 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.

Capgemini’s Global Utilities Sector serves the top Utilities worldwide and draws on a network of more than 12,000 dedicated sector consultants. More on industry specific solutions is available at www.capgemini.com/utilities.

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Technology

Capgemini Global Utility Sector, Digital Connections Management