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Energy, Utilities & Chemicals       the way we do it




Smart Grid Operational Services
Helping Utilities Deliver Complex Smart Grid Projects
On Time, On-Budget and at Industry-Leading Standards



Overview                                   Capgemini is a leader in providing
Aging infrastructure, changing             sustainable solutions in the energy and
regulation, increasing customer            utilities sector. We have the strongest
demands and the worldwide call to          end-to-end Smart Metering experience
lower carbon emissions are among           and are working right now on the most
the myriad of challenges confronting       complex Smart Grid implementations
energy companies around the globe.         across North America.
To meet them, utilities are increasingly
                                           Over the past decade, Capgemini has
turning to Smart Grid.
                                           built an unrivaled track record in
But, as some utilities have discovered     helping utilities migrate to Smart
the hard way, implementing Smart Grid      Metering. With millions of installed
can create a whole new set of issues.      points and many projects under our
To steer around them, utilities should     belts, we have performed all levels
seek the help and guidance of              of technology installations in
companies who have already                 all varieties of terrain
been down the Smart Grid path.             and conditions.
Capgemini is exactly such a company.
As one of the world's foremost
providers of consulting, technology and
outsourcing services,
Through successful projects on some          Because no two utility companies—
    of the most advanced systems in the          or their Smart Grid projects—are
    world, Capgemini has developed               exactly alike, we work closely with
    unmatched Smart Grid deployment              each of our clients to ensure that
    expertise. As a result, we have              project results meet their business
    optimized a deployment strategy              goals and timelines. That’s why we
    and a proprietary Smart Grid                 designed our Smart Grid Operational
    Operational Services method to               Services method as a highly flexible,
    deliver projects on time, on budget          iterative approach based on leading
    and at industry-leading standards.           practices, innovative deliverables, and
                                                 lessons learned from previous Smart
    How Capgemini Helps Utilities
                                                 Grid deployments. It provides a
    Make Successful Smart Grid
                                                 managed, transparent and efficient
    Transitions
                                                 approach and is guided by three
    Capgemini’s approach to successful
                                                 fundamental principles:
    Smart Grid transitions includes the
                                                 ■ Safety – for customers and employees
    Capgemini Quality Audit Program in
    which we monitor performance                 ■ Customer service

    throughout the project to ensure             ■ Productivity – through automation
    accuracy, efficiency, and                      and process efficiency
    professionalism.
    Because we collaborate with our clients      For each of these principles, we
    to tailor and align their Smart Grid         manage compliance by implementing
    projects with their unique business          operational governance procedures
    objectives, we approach each project         that include operations monitoring,
    accordingly. However, all of our Smart       performance reporting, issue triage
    Grid initiatives share several core          and resolution processes.
    elements, including:
                                                 Capgemini’s Smart Grid
    Corporate Stewardship                        Operational Services Method:
    & Environment:                               How It Works
    Capgemini is committed to                    The keys to ensuring a smooth
    delivering services that are safe for        transition from manual meter
    the environment and ensure the health        reading to Smart Grid are strategy,
    and welfare of our employees, clients,       planning, management and experience.
    customers and service providers’             Therefore, we have specifically
    personnel, and general public. Our           designed our Smart Grid Operational
    offices around the globe have taken          Services method to include five phases
    steps to consume less energy and             that provide focus and direction for
    increase recycling. In the utility           navigating through the project lifecycle
    industry, we have introduced leading         of a large-scale, complex Smart Grid.
    meter recycling programs and “green”         Within each of these phases are several
    fleet vehicles for Smart Grid projects.      interdependent projects and work
                                                 streams. Following are some of the key
    Privacy, Security and Confidentiality:       highlights
    Capgemini and its deployment
    partners are required to comply with         and milestones.
    the Capgemini Company Code of                Phase 1 – Project Initiation: In this
    Conduct that specifies policies on           phase, the project team, partners
    ethical behavior, privacy, confidentiality   and vendors are recruited, and a
    and security of information. All client
    customer information is handled with         Field Deployment Charter, Project
    professionalism and confidentiality          Governance Plan and Budget Forecast
    that protects and includes compliance        are created for client approval.
    with client confidentiality of
    information standards.                       Phase 2 – Solution Definition: This
                                                 is where we collaborate with key
                                                 decision-makers at the client company
                                                 to determine the best balance of cost

2
Energy, Utilities & Chemicals   the way we do it




and risk for the project. We also               change management and process
streamline and/or scale up the client’s         re-engineering and integration;
processes to meet project needs.                procurement and vendor relations.
Phase 3 – Solution Development:                 We apply our own Smart Grid subject
During this phase, the project team             matter expertise, existing
builds and validates the selected Smart         methodologies and tools to our
Grid technologies and supporting                client’s environment.
business processes at pilot sites. At this
point, the project team’s size is               Our project planning and operations
relatively small in order to increase           processes follow the Project
efficiency, flexibility, and focus while        Management Institute Methodology.
reducing both risk and cost. Once the           Meter and network deployment is
technologies, supporting processes              managed by DELIVER, Capgemini’s
and capacities are validated, the team          leading-practice methodology.
size is appropriately ramped up.                Because Smart Grid is typically a
Phase 4 – Solution Implementation:              complex undertaking that touches all          Capgemini’s approach
The largest of all four, this phase is          areas of a utility’s operations, risk
                                                assessment and management is among
                                                                                              to successful Smart Grid
where deliverables from earlier phases
are revisited, detailed and expanded            the DMO’s most critical roles. In             transitions includes the
as needed. Continuous tracking and              serving this role, the DMO draws
measurement of performance metrics              upon the expertise of Capgemini’s             Capgemini Quality Audit
are key to this phase.                          global team of subject matter specialists
                                                to identify risk, discuss issues and risks,   Program in which we
Phase 5 – Close Down and Transition:            and create appropriate resolution and
When new meters are performing                                                                monitor performance
                                                mitigation options.
reliably, Capgemini collaborates with the                                                     throughout the project
client to provide the critical transition       Deployment Cross-Docks
back to normal operations levels. This          Capgemini establishes firm commercial         to ensure accuracy,
includes training for long-term systems         agreements for a primary office,
operators and maintenance personnel,            warehouse, and meter shop, along              efficiency, and
as well as closing down such activities         with cross-dock facilities in each area.
as inventory reconciliation and closure         Both central and deployment areas             professionalism.
of facilities. Project-specific applications,   sites are established to provide the
tools and processes are either                  right working environment and
decommissioned or transitioned                  facilities to all teams.
to the sustainment organization.                We also develop a comprehensive
To ensure that each phase is completed          procurement, quality assurance and
rapidly and successfully, the Capgemini         logistics process to enable all teams
Smart Grid Operational Services                 to work collaboratively and safely.
method builds in several                        Capgemini manages the entire supply
interdependent work streams, each               chain, including the strategic sourcing
of which is managed by experts                  activities that support meter and
with a wealth of experience in the              network deployment and provide
respective domain.                              on-time equipment deliveries. This
Documenting, Managing and                       creates significant savings, improved
Controlling All Aspects of                      productivity and better overall services
                                                for our clients.
Deployment
Deployment Management                           Through innovative practices and
Office (DMO)                                    strong relationships with service
The DMO leads deployment strategy;              providers, we honor Capgemini’s
project management; risk assessment             steadfast commitment to zero waste
and management; external and internal           and 100-percent landfill diversion
                                                for recyclables.
communication related to deployment;



Smart Grid Operational Services                                                                                             3
www.ca.capgemini.com/smartgrid




Deployment Operations                       Field support team members are the                 Through collaboration, we
Center (DOC)                                liaison between field resources and                continuously find innovative ways
Capgemini is widely known for its           DOC resources. They are also the                   for our clients to make a seamless
world-class deployment operations           “eyes and ears” of the DOC                         and responsible transition to Smart
centers and we bring that same level        in the field.                                      Grid. Leveraging our flexible approach,
of service and skills to all of our Smart                                                      utilities across the world have been able
                                            Installations
Grid projects. At the DOC, all                                                                 to answer their many challenges and
                                            Capgemini brings a cost-effective
deployment and supporting                                                                      achieve their business objectives.
                                            network of field personnel to each
activities are coordinated.
                                            project through local union and non-               Capgemini upholds a strong
As the nerve center of the Smart Grid       union partners who can support the                 commitment to the Energy and Utilities
project, the DOC oversees:                  use of in-house personnel (if desired).            industries with more than 10,000
■ Change meter orders
                                            This makes it possible to fulfill                  professionals dedicated to the sector.
                                            the high demands of a full                         Capgemini has the strongest end-to-end
■ Deployment tracking and reporting         Smart Grid deployment.                             Smart Metering experience and right
■ Deployment process and tools                                                                 now is working on the most complex
                                            For peak demand installation
  support                                                                                      Smart Grid implementations across
                                            periods, we can add a flexible
                                                                                               North America. Our end-to-end Smart
■ Meter change automation                   sub-contracted workforce.
                                                                                               Metering solutions are built on deep
■ Meter and network                         The DMO manages all of the field                   industry knowledge, unique business-
                                            personnel’s work, making sure that                 centric thinking, and highly flexible
This includes managing change meter         plans, schedules, and targets align                technology architectures.
orders; deployment tracking and             with the overall installation strategy.
                                                                                               And we tie our fees to program
reporting; and meter and network            An appropriate and cost-effective                  performance—to ensure your utility
equipment commissioning.                    installation strategy is selected for              realizes the full promise of Smart
A key function of the DOC is                each type of installation: simple and              Metering technology, from improved
managing the SMART Portal, an               complex meter changes, transformers                demand response to lower costs and
online Smart Meter Actions and              and feeders, simple and complex                    a superior customer experience.
Resource Toolset that facilitates overall   network hardware installations,
deployment. SMART provides project          and a home area network.
and client stakeholders with real-time
access to strategy and planning resources
with a user-friendly interface that
also facilitates communications and
knowledge transfer (such as project
resources, training documents, current                         About Capgemini and the
deployment status and weather                                  Collaborative Business Experience
                                             ®
                                             ®




conditions) between the DOC
and field staff.                                              Capgemini, one of the            aims to get the right balance of the best
                                                           world's foremost providers          talent from multiple locations, working
Field Support
                                             of consulting, technology and outsourcing         as one team to create and deliver the
Capgemini’s field support approach
                                             services, enables its clients to transform        optimum solution for clients. Present in
has been engineered to ensure the
                                             and perform through technologies.                 more than 30 countries, Capgemini
safest possible work environment.
                                             Capgemini provides its clients with insights      reported 2008 global revenues of
It determines acceptable increases
                                             and capabilities that boost their freedom to      approximately $12.74 billion and
in productivity, constantly manages
                                             achieve superior results through a unique         employs over 90,000 people worldwide.
process efficiencies, eliminates
                                             way of working, the Collaborative Business
undesirable or unplanned impacts
                                             Experience. The Group relies on its global        More information is available at
to customers and improves overall
                                             delivery model called Rightshore®, which          www.ca.capgemini.com/smartgrid.
customer satisfaction—a challenge
for most large field teams.
                                                                                                                                           EUC_20080609_AMIFYR_021




State-of-the-art tools and resources        Gord Reynolds
give field staff the flexibility to         Practice Leader
complete or change work scheduled
                                            Smart Energy Services
each day. “Ride-along” teams provide
observation for efficiency and              gord.reynolds@capgemini.com
training support.                           +1 416.732.2200

                                            Copyright © 2009 Capgemini. All rights reserved.

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Smart Grid Operational Services Fact Sheet

  • 1. Energy, Utilities & Chemicals the way we do it Smart Grid Operational Services Helping Utilities Deliver Complex Smart Grid Projects On Time, On-Budget and at Industry-Leading Standards Overview Capgemini is a leader in providing Aging infrastructure, changing sustainable solutions in the energy and regulation, increasing customer utilities sector. We have the strongest demands and the worldwide call to end-to-end Smart Metering experience lower carbon emissions are among and are working right now on the most the myriad of challenges confronting complex Smart Grid implementations energy companies around the globe. across North America. To meet them, utilities are increasingly Over the past decade, Capgemini has turning to Smart Grid. built an unrivaled track record in But, as some utilities have discovered helping utilities migrate to Smart the hard way, implementing Smart Grid Metering. With millions of installed can create a whole new set of issues. points and many projects under our To steer around them, utilities should belts, we have performed all levels seek the help and guidance of of technology installations in companies who have already all varieties of terrain been down the Smart Grid path. and conditions. Capgemini is exactly such a company. As one of the world's foremost providers of consulting, technology and outsourcing services,
  • 2. Through successful projects on some Because no two utility companies— of the most advanced systems in the or their Smart Grid projects—are world, Capgemini has developed exactly alike, we work closely with unmatched Smart Grid deployment each of our clients to ensure that expertise. As a result, we have project results meet their business optimized a deployment strategy goals and timelines. That’s why we and a proprietary Smart Grid designed our Smart Grid Operational Operational Services method to Services method as a highly flexible, deliver projects on time, on budget iterative approach based on leading and at industry-leading standards. practices, innovative deliverables, and lessons learned from previous Smart How Capgemini Helps Utilities Grid deployments. It provides a Make Successful Smart Grid managed, transparent and efficient Transitions approach and is guided by three Capgemini’s approach to successful fundamental principles: Smart Grid transitions includes the ■ Safety – for customers and employees Capgemini Quality Audit Program in which we monitor performance ■ Customer service throughout the project to ensure ■ Productivity – through automation accuracy, efficiency, and and process efficiency professionalism. Because we collaborate with our clients For each of these principles, we to tailor and align their Smart Grid manage compliance by implementing projects with their unique business operational governance procedures objectives, we approach each project that include operations monitoring, accordingly. However, all of our Smart performance reporting, issue triage Grid initiatives share several core and resolution processes. elements, including: Capgemini’s Smart Grid Corporate Stewardship Operational Services Method: & Environment: How It Works Capgemini is committed to The keys to ensuring a smooth delivering services that are safe for transition from manual meter the environment and ensure the health reading to Smart Grid are strategy, and welfare of our employees, clients, planning, management and experience. customers and service providers’ Therefore, we have specifically personnel, and general public. Our designed our Smart Grid Operational offices around the globe have taken Services method to include five phases steps to consume less energy and that provide focus and direction for increase recycling. In the utility navigating through the project lifecycle industry, we have introduced leading of a large-scale, complex Smart Grid. meter recycling programs and “green” Within each of these phases are several fleet vehicles for Smart Grid projects. interdependent projects and work streams. Following are some of the key Privacy, Security and Confidentiality: highlights Capgemini and its deployment partners are required to comply with and milestones. the Capgemini Company Code of Phase 1 – Project Initiation: In this Conduct that specifies policies on phase, the project team, partners ethical behavior, privacy, confidentiality and vendors are recruited, and a and security of information. All client customer information is handled with Field Deployment Charter, Project professionalism and confidentiality Governance Plan and Budget Forecast that protects and includes compliance are created for client approval. with client confidentiality of information standards. Phase 2 – Solution Definition: This is where we collaborate with key decision-makers at the client company to determine the best balance of cost 2
  • 3. Energy, Utilities & Chemicals the way we do it and risk for the project. We also change management and process streamline and/or scale up the client’s re-engineering and integration; processes to meet project needs. procurement and vendor relations. Phase 3 – Solution Development: We apply our own Smart Grid subject During this phase, the project team matter expertise, existing builds and validates the selected Smart methodologies and tools to our Grid technologies and supporting client’s environment. business processes at pilot sites. At this point, the project team’s size is Our project planning and operations relatively small in order to increase processes follow the Project efficiency, flexibility, and focus while Management Institute Methodology. reducing both risk and cost. Once the Meter and network deployment is technologies, supporting processes managed by DELIVER, Capgemini’s and capacities are validated, the team leading-practice methodology. size is appropriately ramped up. Because Smart Grid is typically a Phase 4 – Solution Implementation: complex undertaking that touches all Capgemini’s approach The largest of all four, this phase is areas of a utility’s operations, risk assessment and management is among to successful Smart Grid where deliverables from earlier phases are revisited, detailed and expanded the DMO’s most critical roles. In transitions includes the as needed. Continuous tracking and serving this role, the DMO draws measurement of performance metrics upon the expertise of Capgemini’s Capgemini Quality Audit are key to this phase. global team of subject matter specialists to identify risk, discuss issues and risks, Program in which we Phase 5 – Close Down and Transition: and create appropriate resolution and When new meters are performing monitor performance mitigation options. reliably, Capgemini collaborates with the throughout the project client to provide the critical transition Deployment Cross-Docks back to normal operations levels. This Capgemini establishes firm commercial to ensure accuracy, includes training for long-term systems agreements for a primary office, operators and maintenance personnel, warehouse, and meter shop, along efficiency, and as well as closing down such activities with cross-dock facilities in each area. as inventory reconciliation and closure Both central and deployment areas professionalism. of facilities. Project-specific applications, sites are established to provide the tools and processes are either right working environment and decommissioned or transitioned facilities to all teams. to the sustainment organization. We also develop a comprehensive To ensure that each phase is completed procurement, quality assurance and rapidly and successfully, the Capgemini logistics process to enable all teams Smart Grid Operational Services to work collaboratively and safely. method builds in several Capgemini manages the entire supply interdependent work streams, each chain, including the strategic sourcing of which is managed by experts activities that support meter and with a wealth of experience in the network deployment and provide respective domain. on-time equipment deliveries. This Documenting, Managing and creates significant savings, improved Controlling All Aspects of productivity and better overall services for our clients. Deployment Deployment Management Through innovative practices and Office (DMO) strong relationships with service The DMO leads deployment strategy; providers, we honor Capgemini’s project management; risk assessment steadfast commitment to zero waste and management; external and internal and 100-percent landfill diversion for recyclables. communication related to deployment; Smart Grid Operational Services 3
  • 4. www.ca.capgemini.com/smartgrid Deployment Operations Field support team members are the Through collaboration, we Center (DOC) liaison between field resources and continuously find innovative ways Capgemini is widely known for its DOC resources. They are also the for our clients to make a seamless world-class deployment operations “eyes and ears” of the DOC and responsible transition to Smart centers and we bring that same level in the field. Grid. Leveraging our flexible approach, of service and skills to all of our Smart utilities across the world have been able Installations Grid projects. At the DOC, all to answer their many challenges and Capgemini brings a cost-effective deployment and supporting achieve their business objectives. network of field personnel to each activities are coordinated. project through local union and non- Capgemini upholds a strong As the nerve center of the Smart Grid union partners who can support the commitment to the Energy and Utilities project, the DOC oversees: use of in-house personnel (if desired). industries with more than 10,000 ■ Change meter orders This makes it possible to fulfill professionals dedicated to the sector. the high demands of a full Capgemini has the strongest end-to-end ■ Deployment tracking and reporting Smart Grid deployment. Smart Metering experience and right ■ Deployment process and tools now is working on the most complex For peak demand installation support Smart Grid implementations across periods, we can add a flexible North America. Our end-to-end Smart ■ Meter change automation sub-contracted workforce. Metering solutions are built on deep ■ Meter and network The DMO manages all of the field industry knowledge, unique business- personnel’s work, making sure that centric thinking, and highly flexible This includes managing change meter plans, schedules, and targets align technology architectures. orders; deployment tracking and with the overall installation strategy. And we tie our fees to program reporting; and meter and network An appropriate and cost-effective performance—to ensure your utility equipment commissioning. installation strategy is selected for realizes the full promise of Smart A key function of the DOC is each type of installation: simple and Metering technology, from improved managing the SMART Portal, an complex meter changes, transformers demand response to lower costs and online Smart Meter Actions and and feeders, simple and complex a superior customer experience. Resource Toolset that facilitates overall network hardware installations, deployment. SMART provides project and a home area network. and client stakeholders with real-time access to strategy and planning resources with a user-friendly interface that also facilitates communications and knowledge transfer (such as project resources, training documents, current About Capgemini and the deployment status and weather Collaborative Business Experience ® ® conditions) between the DOC and field staff. Capgemini, one of the aims to get the right balance of the best world's foremost providers talent from multiple locations, working Field Support of consulting, technology and outsourcing as one team to create and deliver the Capgemini’s field support approach services, enables its clients to transform optimum solution for clients. Present in has been engineered to ensure the and perform through technologies. more than 30 countries, Capgemini safest possible work environment. Capgemini provides its clients with insights reported 2008 global revenues of It determines acceptable increases and capabilities that boost their freedom to approximately $12.74 billion and in productivity, constantly manages achieve superior results through a unique employs over 90,000 people worldwide. process efficiencies, eliminates way of working, the Collaborative Business undesirable or unplanned impacts Experience. The Group relies on its global More information is available at to customers and improves overall delivery model called Rightshore®, which www.ca.capgemini.com/smartgrid. customer satisfaction—a challenge for most large field teams. EUC_20080609_AMIFYR_021 State-of-the-art tools and resources Gord Reynolds give field staff the flexibility to Practice Leader complete or change work scheduled Smart Energy Services each day. “Ride-along” teams provide observation for efficiency and gord.reynolds@capgemini.com training support. +1 416.732.2200 Copyright © 2009 Capgemini. All rights reserved.