Electric Utility Billing and Customer Information Systems

  • July 2012
  • -
  • Navigant Research
  • -
  • 69 pages

Utilities have historically viewed their customers primarily as captive ratepayers who were locked into a static meter-to-cash (M2C) process. Today, renewable energy, smart meters, deregulation, social media, analytics, and growing customer technology sophistication and expectations are changing the focus of traditional billing and customer information systems (CIS) to a more customer-centric approach with a view of the entire customer lifecycle. In addition to the tidal wave of usage data that will hit billing and CIS for even basic M2C processes, advanced metering infrastructure (AMI) is also enabling utilities to develop new products and services, such as demand response (DR), electric vehicles (EVs), prepaid metering, and home energy management (HEM).

Utilities recognize that current legacy billing and customer information systems are not suitable for the long term and they are developing replacement strategies to avoid obsolescence. Billing and CIS replacement strategies include wholesale IT transformation, selection of a managed service provider to outsource the function, alignment with providers of integrated software suites, and more measured modular roadmaps for instituting billing and CIS functionality to accommodate the new market realities. Vendors are mounting strategies targeted to meeting a very wide variety of utility industry needs and levels of IT maturity.

This Pike Research report analyzes the global market opportunity for utility billing and CIS software and services. The report also includes a view of the growth of billing and CIS systems in regulated and deregulated environments. The study provides a comprehensive assessment of the demand drivers, business models, and technology issues associated with this rapidly growing opportunity. Key industry players are profiled in depth and market forecasts for worldwide electric utility billing and CIS software and services revenue, segmented by region, are provided through 2017.

Key Questions Addressed:

• How are utilities and their software and services partners dealing with revolutionary changes in billing and CIS technology resulting from AMI?
• What is the path for migrating from the end of life of the current legacy systems to more customer-centric capabilities?
• How will utilities meet the challenges of customer mobility, effective portals, social media, and customer data analytics?
• How will regulated and deregulated utilities adjust their CIS and billing systems to accommodate and exploit the new market realities?
• What are the key market opportunities for software and services vendors across the major regions of the world over the 2011-2017 timeframe?
• How are key technology developments likely to impact the usage of billing and CIS during the forecast period?
• Who are the electric utility billing and CIS market leaders and what is their positioning?

Who needs this report?

• Utilities
• Utility CIS and billing software vendors
• Consulting and systems integration firms
• CIS and billing outsourcing services vendors
• AMI and MDMS integrators
• Regulators and other government agencies
• Investor community

Table Of Contents


Table of Contents

1. Executive Summary
1.1 The Transformation in Billing and CIS
1.2 Is Billing and CIS IT Technology up to the Challenge?
1.3 What Are the Options for Utilities?
1.4 What Should Vendors be Doing?
1.5 Utility Billing and CIS Software and Services Market Forecast
2. Market Issues
2.1 Billing and CIS Overview
2.2 Billing and CIS Definition
2.3 Billing and CIS Critical Success Factors
2.3.1 Billing Process (Meter-to-Cash)
2.3.2 Robust Billing Platform
2.3.3 Bill Delivery Methods
2.3.4 Cost Efficiency
2.4 CRM and CIS Definition and Trends
2.5 Utility Market Factors Impacting Billing and CIS
2.5.1 Deregulation and Billing and CIS
2.5.2 Conservation and Billing and CIS
2.5.3 Customer Competence and Billing and CIS
2.5.4 Expectations of Better Products and Services
2.6 Billing and CIS IT Systems Today
2.7 Next Steps for Utilities
2.7.1 IT Products/Solutions Roadmap
2.7.1.1 IT Transformation Projects
2.7.1.2 Managed Services
2.7.1.3 Suites
2.7.1.4 Modular Point Upgrades
2.8 Billing and CIS Market Segmentation
2.8.1 Regulated versus Deregulated Utilities
2.8.2 Large versus Small Utilities
2.8.3 Residential Customer Types and Behavior
2.9 Utility Billing and CIS Vendor Landscape
2.9.1 Making the Right Vendor Choice
2.10 Regional Market Factors
2.10.1 North America
2.10.2 Western Europe
2.10.2.1 United Kingdom
2.10.2.2 Nordics
2.10.2.3 Germany
2.10.3 Asia Pacific
2.10.4 Eastern Europe and the Middle East and Africa
2.10.5 Latin America
3. Technology Issues
3.1 Smart Grid Technology and Billing and CIS
3.1.1 The Impact of AMI and Related Technologies
3.1.2 Demand Response
3.1.3 Electric Vehicles
3.1.4 Prepaid
3.2 Customer Energy Management
3.3 Smart CRM - Social Networks, Self-service, and Multichannel Technology
3.3.1 Portals
3.3.2 Mobility
3.3.3 Multi-channel
3.3.4 Social Media
3.4 Smart Grid Interoperability and Standards
3.5 Analytics and Big Data
3.5.1 AMI-related Analytics
3.5.2 Customer and Business Process-Related Analytics
3.5.2.1 Market Segmentation and Product Development
3.5.2.2 Customer Retention
3.5.2.3 Business Process and Strategy Analytics
3.5.2.4 Orchestration and Interaction
3.5.2.5 Market Campaign Planning and Evaluation
4. Key Industry Players
4.1 Overview
4.2 Accenture
4.3 Aclara Software
4.4 Convergys IM
4.5 Hansen Technologies
4.6 Hewlett Packard
4.7 IBM
4.8 Infosys
4.9 Itron
4.10 Oracle
4.11 PricewaterhouseCoopers
4.12 Science Applications International Corporation
4.13 SAP
4.14 SAS
5. Market Forecasts
5.1 Electric Utility Billing and CIS Market Definition
5.2 Utility Billing and CIS Market Size and Forecast
5.2.1 Software
5.2.2 Billing and CIS Services
5.2.3 Total Billing and CIS Software and Services Spending
5.2.4 Billing and CIS Software and Services Spending for Regulated and Deregulated Electric Utilities
5.2.4.1 Regulated Electric Utility Market Drivers
5.2.4.2 Deregulated Electric Utility Market Drivers
6. Company Directory
7. Acronym and Abbreviation List
8. Table of Contents
9. Table of Charts and Figures
10. Scope of Study, Sources and Methodology, Notes

List of Charts and Figures

Billing and CIS Software and Services Revenue by Region, World Markets: 2011-2017
Billing and CIS Software Revenue by Region, World Markets: 2011-2017
Billing and CIS Services Revenue by Region, World Markets: 2011-2017
Billing and CIS Software and Services Revenue by Regulated and Deregulated, World Markets:
2011-2017
Typical Billing and Customer Service Functions
Electric Utility Bill Sample
Customer Relationship Management and Customer Sales and Service Cycle
Customer Profiles and Energy Product and Service Offering Adoption Factors
Examples of Customer Analytics Possibilities
Convergys Smart Utility Solutions
Hansen Technology Billing and CIS Offerings
IBM Smart Grid Enterprise Architecture
Infosys Utility Billing and CIS Offerings
Itron Enterprise Edition Platform
SAIC Smart Grid as a Service

List of Tables

Complex Billing Options
Billing and CIS Software Revenue by Region, World Markets: 2011-2017
Billing and CIS Services Revenue by Region, World Markets: 2011-2017
Billing and CIS Software and Services Revenue by Region, World Markets: 2011-2017
Billing and CIS Software and Services Revenue by Regulated and Deregulated, World Markets:
2011-2017

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