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The SAP Utility TemplatePowered Insight

“Utilities want better data, and they wantbetter access to it—in real time. ”The expectations of utility customerscontinue to rise, with customersdemanding new digital and mobilecapabilities that let them engage how,when, and where they want. As a result,many utility companies today haveimplemented—or are considering—SAPsystems to help them provide betterservice and improve the customerexperience. But faced with rising costpressures as well as new customerdemands, these utilities need betterways to deliver even higher levels ofservice, because their current customerrelationship management (CRM and ERP)systems may just not be up to the task.At the same time, many of the same utilitiesare deploying smart meter technology thatwill greatly improve operational efficiency.They’re also implementing new ways toengage and interact with customers—fromnew web features to mobile apps. However,2their current systems may not providethe functionality and flexibility to helputilities realize all of the potential. Howcan they upgrade their systems to enhancefunctionality while keeping implementationcosts and risks down?Get smarter, fasterAsk leaders at any large or mid-marketinvestor-owned, cooperative, or municipalutility what their top concerns are andthey will likely cite managing costs,enhancing services, improving operations,and using advanced technologies toincrease revenues. They want betterdata, and they want better access toit—in real time. They also recognize thatimprovements to contract management,enhanced customer service, and smartmeter technology through upgrades orsystem transformation are all ingredientsin meeting key challenges.

“Deloitte has revamped the pre-configuredSAP Utility Template.”Some utility leaders may hesitate becauseupgrading their systems can involve a lotof complexity and higher costs. But thereis an alternative. Deloitte has revampedthe pre-configured Power & UtilitiesSAP Utility Template to include newfunctionality, industry-specific workflows,mobile work management for fieldworkforce through SAP Work Manager,and greater speed and efficiency that canhelp utilities achieve their objectives fasterand at a lower cost.provides user-friendly and efficientcustomer interaction screens, integrationwith smart grid processes, and expandedfunctionality in work management, projectand portfolio management, finances, andassets. Configured processes includemeter lifecycle management, automatedmeter reading, and billing; leveragingadvances in meter data managementintegration to support the journey towarddemand side management.The SAP Utility Template, which can betailored to each utility’s specific needs,For utilities that want to improve theircustomer relationship and billing3How we can helpsystems—or are considering a firsttime deployment of a full ERP suiteof functionality—the upgraded preconfigured SAP Utility Template providesthe technology, leading practices, andprocesses to help enhance system valueand drive benefits. With these changes,utilities can provide better customerservice and jump-start design anddeployment in less time at a lower cost,and with fewer risks. The result? You can befaster to market and improve performance.Deloitte’s broad functional capabilitiesinclude significant experience implementingERP, customer care, and work managementsystems into utilities of all sizes. We providethe in-depth knowledge and understandingto help meet challenges facing you. Plus,our close collaboration with SAP meansthat we can deliver effective businesssolutions targeting customer concerns.And when challenges arise that call forother disciplines, we can tap into a rangeof capabilities such as consulting, financialservices, and risk management.

Key components of the SAP UtilityTemplate include:Customer Relationship Management(CRM) Quicker and accurate customeridentification Mobile work management and asset datamaintenance functionality to improveaccuracy, efficiency, and productivity offield workforce Contract management and customermove-in/move-out processing Streamlined and efficient processes toquickly address 80 percent of typicalcustomer inquiries Enhanced account administration andpayments Better payment processing andarrangements Customer alerts and agent inbox Industry-specific workflows for utilitiesWork Management (EAM) Mobile work management and asset datamaintenance functionality to improveaccuracy, efficiency, and productivity offield workforce Linear asset management functionality Distribution construction processesincluding compatible unit designestimating4 ESRI GIS integration SAP Multiresource SchedulingFinance, Controlling, and AssetLifecycle Accounting (ALA) Fully configured SAP financialsfunctionality including new GL, costallocations, cash management, andintercompany processes Utility industry-specific chart of accounts(natural and FERC) Functionality to track and automate thefinancial lifecycle of utility assets Integration of work management andasset accounting to enable FERCcompliant asset lifecycle automation Includes CCNC processing, unitization viaas-built data and asset reserve accountingProject and Portfolio Management(PPM), including resource managementOther features and business scenariosinclude: Integrated contract managementcapabilities (replication checks, billadjustments, date adjustments) Automatic alerts generated based oncustomer and service location status Performance configuration and searchfunctionality enhancement to quicklyidentify relevant contract accounts,premises, and customers

“Accelerate development of userinterfaces through pre-built customerservice screens that can handle 80percent of typical customer inquiries.” Alignment between CRM and contractaccounting for key areas, such as enhancedaccount balance view, payment plan,security deposits, credit history, paymentsearch, adjustments Management of mass owner allocationprocesses for customers Follow-up task management to enabletimely tracking of pending customerinquiries/services Low-income program enrollments andpayments Ability to mask sensitive customer databased on business role Framework to easily integrate with thirdparty software for bill presentment, andavailable integration and configuration ofStreamServe Bill Presentment Ability for customer service representative5to trigger notifications for serviceinvestigationsBottom-line benefits Lower operating costs by eliminatingmanual processes, third-partyapplications, and legacy systems Mass create devices (enhanced foradvanced metering infrastructure (AMI)related fields) Accelerate development of userinterfaces through pre-built customerservice screens that can handle 80percent of typical customer inquiries Deployment planning and installation ofnew smart meters Mobile SAP Work Manager app for fieldworkforce SAP S/4 HANA Finance, on-premiseedition 1503 , SPS stack 1602 (upgrade toon-premise edition 1610 planned for 2017) Process flow suited to meet mobilityrequirements for Utilities Provide tested industry-specificenhancements ECC 6.0 EHP7, CRM 7.0 EHP4 Work Clearance Management for lock-outand tag-out of equipment Accelerate productivity improvementswith plug and play mobile SAP WorkManager for field workforce Mobile work and asset managementto allow the field workforce to updatefunctional location and equipmentmaster data, create and update workorders and notification, and perform timeentry and work order completion usingtheir mobile device Reduce implementation costs and risks Get to market and adapt to customerneeds faster Jump start the integration with marketleading meter data unification systemsfor AMI and complex billingTechnical attributes PPM 5.0 and MRS 10.0 add-ons Integrated to SAP Work Manager 6.2with Crew Management (upgrade to6.4 planned for late 2016), Open TextCCE 16 with CRM Integration (DP Liveimplementation planned for late 2016),and Itron Enterprise Edition Meter DataManagement v8.1.921

“Pre-configured solutions like the SAPUtility Template require less investmentand are faster to implement.”How to get more value from the SAPUtility TemplateEffective upgrades to a CRM system,integration of smart meter technology,enablement of field service personnel withmobile applications, and implementingAsset Lifecycle Accounting and PPM aremajor initiatives. Here are a few thingswe’ve learned that can help:Spend wisely.Pre-configured solutions like the SAP UtilityTemplate require less investment and arefaster to implement. Our solution can betailored to your specific requirements todrive performance.6Don’t reinvent the wheel.It is time-consuming and expensive tobuild interfaces that link older enterprisesystems and applications with otherinternal and external services. Anout-of-the-box solution like the SAPUtility Template offers content that canbe leveraged to develop the requiredinterfaces quickly and provide othercustomer development.Learn from others.Deloitte’s SAP Utility Template has avariety of enhancements and workflows,which were adapted through numerousimplementations and support experiencesgained from previous utility initiatives.Get leading practices now.Why take the time to figure out how tobe the most effective and efficient inyour implementation or upgrade? The SAPUtility Template includes common leadingpractices to help you get there faster andmore effectively, saving you time and money.

Let’s talkFor a demonstration of how the SAP Utility Template canhelp your business, please contact:Jason StevensPrincipal, Deloitte Consulting LLPEmail: jasonstevens@deloitte.comPhillip TaylorManaging Director, Deloitte Consulting LLPEmail: .com/SAP@DeloitteSAP7

As used in this document, “Deloitte” means Deloitte Consulting LLP,a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/aboutfor a detailed description of the legal structure of Deloitte LLP and itssubsidiaries. Certain services may not be available to attest clients underthe rules and regulations of public accounting.This publication contains general information only and is based on theexperiences and research of Deloitte practitioners. Deloitte is not, bymeans of this publication, rendering business, financial, investment, orother professional advice or services. This publication is not a substitutefor such professional advice or services, nor should it be used as a basisfor any decision or action that may affect your business. Before makingany decision or taking any action that may affect your business, youshould consult a qualified professional advisor. Deloitte, its affiliates, andrelated entities shall not be responsible for any loss sustained by anyperson who relies on this publication. 2016 Deloitte Development LLC. All rights reserved.Member of Deloitte Touche Tohmatsu Limited.8

SAP Utility Template to include new functionality, industry-specific workflows, mobile work management for field workforce through SAP Work Manager, and greater speed and efficiency that can help utilities achieve their objectives faster and at a lower cost. The SAP Utility Template, which can be tailored to each utility’s specific needs, provides user-friendly and efficient customer .