bill presentment solution at clp power smith.pdf · detailed bill presentment architecture output...
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2Proprietary and Confidential - Copyright of CLP Power HK Ltd
Agenda
� CLP company profile
� The need for improved customer service
� Enabling total bill presentment
� Lessons learned and challenges ahead
� Q&A
3Proprietary and Confidential - Copyright of CLP Power HK Ltd
Agenda
� CLP company profile
� The need for improved customer service
� Enabling total bill presentment
� Lessons learned and challenges ahead
� Q&A
4Proprietary and Confidential - Copyright of CLP Power HK Ltd
Status quo in 2001
� Mainframe-based “home grown” electricity billing syst em
� Account-centric rather than customer-centric
� Rising consumerism and increasing demand for custom er services
� System costly to run and inflexible to adapt to cha nging requirements
� Customer service agents not able to view the image of the bill document sent to customers, can only see raw data online
� High maintenance effort for bill format changes (Co bol, hard-coding etc.)
� Support for limited number of max. 2 bill inserts
� Customer web site stores PDF bill images, rising st orage costs
� Bill printing was outsourced in line with mainframe exit strategy, but cutting and insertion done in-house; decision to bring total bi ll presentment process back in-house for strategic reasons and as tool for busi ness communication
� Functional limitations in legacy-based systems
� Technology obsolescence
� Scalability limitations
5Proprietary and Confidential - Copyright of CLP Power HK Ltd
Customer Care and Marketing System (CCMS)
� Objectives� Enable customer-centric view (e.g. maintenance of m ultiple accounts
under different tariff schemes for the same custome r)� Position CLP for future opportunities � Revolutionise customer service� Incorporate industry best practices
� Scope� Customer services functions, call centre integratio n� Meter reading and meter management� Tariff maintenance, billing � Integrated multi-channel bill presentment� Payment collection and credit management� Marketing analysis and campaign management� Account, contact and activities management� Customer Self Services via Internet
� Selected SAP IS-U/CCS, CRM, BW as core architecture for CCMS in 2001
6Proprietary and Confidential - Copyright of CLP Power HK Ltd
Business requirements for bill presentment
� CCMS batch regular bill printing
� Average volume 70,000 and peak 120,000 per night
� CCMS batch and online copy bill (viewing, printing, faxing)
� Customer service agents process bills decentralised at customer service centres (customer kiosks), bills labelled as “Copy bill”
� Need online access to past 12 months history
� CCMS online bill (viewing, printing, faxing)
� Similar to above, but this are original bills not c opy bills
� Typically for walk-in customers to receive final bi ll “on the spot” upon account termination, reflect latest account balance status incl. payments
� Legacy system (“CISS”) online bill
� As above, but for legacy system bills, up to 12 mon ths history
� Must be transparent to user, through user interface of new CCMS system
� Copy bill reprint request
� CLP customers request for copy bill reprint for pas t 12 months through customer service hotline, or IVRS, and receive copy bill through mail
� Inclusion of customised bill messages, depending on e.g. customer type
7Proprietary and Confidential - Copyright of CLP Power HK Ltd
Business requirements (cont’d)
� Customer Self Service via Internet� Customers view, print past 12 months (both CCMS and CISS legacy)
through CLP website� To include both low-bandwidth text version, as well as full bill image in
PDF, bill inserts in PDF� eBill notification
� Customers who are registered for eBill receive bill notification e-mail with a URL link to view their bill online via CLP website, no hardcopy bill is sent
� CCMS batch Braille printing� Bills in Braille format for visually impaired custo mers
� Bill sorting and batching to meet different deliver y channels� Delivery by post, by hand through CLP company couri ers (e.g. sequencing
by the unit number in the apartment block starting from top floor)� Different bill inserts depending on customer relati onship and priority
� Bill layout also needs to support bar charts (consu mption history)� Support of barcodes required (payment stub)� Optical Mark Reading (OMR) to determine appropriate b ill inserts during
enveloping process
8Proprietary and Confidential - Copyright of CLP Power HK Ltd
Complexity of bill forms and layouts
� 24 different bill types
� Normal, copy, pro-rata, special, group, Braille, wa rning, disconnection, amended, final etc.
� 7 different tariff types
� Domestic, elderly, bulk, general service, large pow er, public lighting, CLP staff
� 2 languages
� English, Traditional Chinese (Cantonese), some bill types bilingual
� ~ 78 (!) possible combinations in total
� Two different types of pre-printed paper (blue = no rmal, red = dunning)
� Results in complex sorting, batching, sequencing cr iteria; would lead to extensive custom development requirement if done in SAP, hence decided to use standard StreamServe capabilities
9Proprietary and Confidential - Copyright of CLP Power HK Ltd
Technical requirements
� Easy to use design-time tools / support for layout design� WYSIWYG look & feel, standard SAP Print Workbench t oo technical� Minimise ongoing support requirements for bill form / layout changes� Overall tight end-to-end integration and automation
� Minimise storage requirement; retrieval rate for his torical bills ~0.1% only; don’t want to store PDF images of all bills (24M bills, 1 50KB PDF, ~3.5TB storage just for bill image archiving)
� SAP certified solution for IS-U/CCS RDI (Raw Data I nterface)� End-to-end status monitoring of print status (SAP B C-XOM interface) and e-
mail/fax status (SMTP)
� Support cost-effective Microsoft Windows / Intel pla tform� Scalable solution, multi-processor capable, paralle l processing� Support high-availability clustering solution� Able to resume service at secondary DR site within max. 3 hours failover time,
requires data synchronisation from primary to secon dary site
� Proven solution (must have reference sites)
10Proprietary and Confidential - Copyright of CLP Power HK Ltd
Agenda
� CLP company profile
� The need for improved customer service
� Enabling total bill presentment
� Lessons learned and challenges ahead
� Q&A
11Proprietary and Confidential - Copyright of CLP Power HK Ltd
Implementation project highlights
� Tendered for implementation of bill presentment sol ution, including production printers, in mid 2002
� Reviewed five different solutions and consortia, sh ort-listed three� Thorough evaluation across multiple criteria
� Product and functionality evaluation (bill presentment capabilities, bill message / batching / distribution, output management)
� Technical evaluation (platform, system architecture, integration with SAP and archiving solution, scalability, availability)
� Implementation requirements (implementation plan, system test approach, training, warranty and maintenance)
� Supplier evaluation (ability to demonstrate relevant expertise, market position (e.g. Gartner, IDC), vision, financial strength)
� 5-year total cost of ownership, and cost per bill� Awarded tender to IBM / StreamServe consortium in Q 3/2002� IXOS chosen for integrated archiving solution� Implementation Q4/2003 – Q2/2004, aligned with CCMS programme� CCMS go-live in two phases: July + November 2003
12Proprietary and Confidential - Copyright of CLP Power HK Ltd
Simplified bill presentment workflow
13Proprietary and Confidential - Copyright of CLP Power HK Ltd
Detailed bill presentment architecture
Output spool file in RDI or
ASCII
Online printing
bills (1)Pre-printed forms
StreamServeBill
Presentment system
(BPS)
Online printers
Customers
SAP WASWeb server(2)
Archive Storage media• Archived CCMS data files• Archived legacy CISS data
SAP GUI (e.g. executing CIC)
Bill (1) printout given to
customer
• View bill (1) –PDF preferred
• Retrieve archived
CCMS data and CISS data
Internet
Call center representative communicates to customer based on
what is displayed on the SAP GUI
Customer specific bill (1)
retrieval
IXOS Archive system
• Archive “closed” data
once retention is reached
BPS auto-generate bill (1) in PDF format and Web server retrieves the PDF file via HTTP
Request for online bill (1)
CCMS (SAP IS-U/CCS 4.64)Win2000, SQL2000
CISSLegacy
(mainframe)
Sequential Tapes
• Retrieve archived CCMS data, archived legacy CISS data
• Retrieve archived CISS bill print list to transfer to BPS for online printing and adhoc PDF generation
Archive CISS Data in print lists and document lists
Archive Legacy Data (archived in tapes) in ASCII flat files
1. Application generates bill2. Uses “form” within CCS
(via Print Workbench)3. Prints file in RDI or ASCII
to spool subsystem
Customer calls Call Center e.g. past month high bill complaint
Pre-printed forms
IBM batch production
printers
Batch printing bills (1)
Mail distribution
to customer
Note: (1) Bills represent both CCMS and CISS bills(2) Web server is part of the CSS component
Microsoft Exchange email server (SMTP)
eBillnotification
eBillnotification
Call centre representative views
preview and selects to print
14Proprietary and Confidential - Copyright of CLP Power HK Ltd
Process flow CCMS batch regular bill printing
CCMS (SAP IS-U/CCS 4.64)
Win2000, SQL2000
StreamServe Communication
ServerIBM Infoprint
Manager
Pre-printed forms
IBM batch production
printer
Nightly batch
RDI files
Print status
Print output files
Print status
Print output files
Print status
Pre-LaserMax
Post-L
aserMax Cutter &
Inserter machines
Customers
Mail distribution to customers:
• Delivery by Hong Kong Post
• Other forms of delivery (hand delivery)
Bill Document
Print Document RDI files
• One RDI file can represent 1 bill or many bills.
• The RDI files are ‘dumped’into SAP spool queue for bill batch printing.
Meter reading
data
‘Spliced’ Pre-printed forms
15Proprietary and Confidential - Copyright of CLP Power HK Ltd
Printing room operations
16Proprietary and Confidential - Copyright of CLP Power HK Ltd
Process flow CCMS online copy bill
CCMS (SAP IS-U/CCS 4.64)
Win2000, SQL2000
StreamServe Communication
ServerIBM Infoprint
Manager* CLP currently outsources its fax services to PCCWRDI file Print output
files
Print status
Print output file
Print statusCustomer
at customer
service site
SAP GUI (e.g. executing CIC) RDI file
PDF file
Online printer(s) at customer service agent site
Pre-printed forms
Microsoft Exchange
(SMTP)
Email withPDF file attachment
Fax Completion Notification
Print status or Fax Completion Notification
Fax Server *
Email withPDF file attachment
Fax Completion Notification
17Proprietary and Confidential - Copyright of CLP Power HK Ltd
Bill samples – English and Chinese versions
18Proprietary and Confidential - Copyright of CLP Power HK Ltd
Bill samples – bilingual
19Proprietary and Confidential - Copyright of CLP Power HK Ltd
Process flow Customer Self Service (CISS bill)
Archive Storage media
StreamServe Communication
Server
RDI file / ASCII file
Request to view bill
IXOS archive system
SAP WASWeb ServerRequest to view bill
PDF file
CCMS (SAP IS-U/CCS v4.64 & CRM v3.1)Win2000, SQL2000
Request for Legacy (CISS)
ASCII file
Legacy (CISS) ASCII file
PDF file
Send back the bill data for text bill view
Display text bill view
Request to view graphical bill
20Proprietary and Confidential - Copyright of CLP Power HK Ltd
Customer self service – bill retrieval
21Proprietary and Confidential - Copyright of CLP Power HK Ltd
Online bill display – text version
22Proprietary and Confidential - Copyright of CLP Power HK Ltd
Online bill display – graphic version
23Proprietary and Confidential - Copyright of CLP Power HK Ltd
Online bill display – legacy CISS bill (Chinese)
24Proprietary and Confidential - Copyright of CLP Power HK Ltd
Online bill display – bill inserts
25Proprietary and Confidential - Copyright of CLP Power HK Ltd
Process flow CCMS batch Braille printing
Address labels
Braillebill
Customer
Embosser Juliet Pro 60
Print driver Zebra 140xilllManual
insertion and send to
customers
CCMS (SAP IS-U/CCS 4.64)
Win2000, SQL2000 StreamServe Communication Server
Extract &Format
Print file
Address inBraille codes
Extract Address labels
IBM InfoprintManager
Address Labels
print file
Print file in Braille codes
Label printer
RDI
Print files for bill and label
Print status
Print status