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Transforming Utilities into Customer-Centric Multi-Utilities

Objective

The project's aim is to develop solutions that will enable utilities to provide the European consumer with better services, in a flexible manner. The project will address a specific business requirement: How can utilities, driven by deregulation initiatives, be transformed so that they offer a more competitive set of services. Using technologies such as business modelling, knowledge discovery and e-commerce, the project will deliver:
1) The Customer Profiling Component: a set of models and the necessary tool support for customising existing or developing new services according to customers' behavior;
2) The Virtual Utility Market Component: an Internet portal through which different utility retail services and products will be available;
3) The Virtual Utility Shop Component: separate web sites for each retailer, dealing with customer transactions;
4) The Standards for Change Component: a best practices base.

OBJECTIVES
The traditional utility today finds itself facing the most challenging market conditions that it has ever experienced. Deregulation is bringing in new competition, not only from other utilities but, potentially from competitors with very different backgrounds. The main theme of this project is better value to energy consumers. To develop solutions and platforms that will enable utilities to provide the European consumer with better, more cost effective services and products, in a flexible and dynamically adaptive manner. The project will address a specific business requirement: How can utilities, driven by European Union initiatives towards deregulation, be transformed so that they can offer the consumer a better, more competitive and diverse set of services.

DESCRIPTION OF WORK
The ""e-utilities"" project will utilise technologies such as knowledge modelling and business change support, data warehousing and mining, and e-commerce so as to deliver the following:
1. The Customer Profiling Component: this will be concerned with ways of better understanding customer behavior towards customising existing services or developing new ones. To achieve this, the project will make use of enterprise modelling to capture and formalise business goals and rules, data warehousing to collect and cleanse customer data, data mining to discover new rules, and business re-engineering for improving business processes;
2. The Virtual Utility Market Component: this will be an Internet portal which will make different utility products and services available to customers. This component will utilise existing business-to-customer e-commerce technologies. It will also provide the means of analysing customer requirements and dynamically customising the web pages to these requirements;
3. The Virtual Utility Shop Component: this will comprise a separate web site for each retailer through which individual services will be offered. They will essentially deal with customer transactions, once a consumer has made a choice of retailers and services. Applications will be developed for dealing with contracting, billing and payment;
4. The Standards for Change Component: this will be a knowledge base that will represent two complementary types of best practice descriptions: process patterns dealing with the way of conducting change and product patterns representing the resulting states of the change. It will empower enterprises faced with change situations by providing a means to share and repeat the experience gained in conducting similar transformations in other settings.

Funding Scheme

CSC - Cost-sharing contracts

Coordinator

PUBLIC POWER CORPORATION
Address
30 Chalkokondyli St.
104 32 Athens
Greece

Participants (5)

RED SQUARED PLC
United Kingdom
Address
10/11 Century Park, Caspian Road, Broadheath
WA14 5HH Altrincham, Cheshire
RWE AKTIENGESELLSCHAFT
Germany
Address
Opernplatz 1
45128 Essen
SIEMENS A.E. ELECTROTECHNICAL PROJECTS AND PRODUCTS
Greece
Address
Artemidos Street, 8
15110 Athens
UNIVERSITE PANTHEON-SORBONNE (PARIS I)
France
Address
Place Du Pantheon 12
75231 Paris
UNIVERSITY OF MANCHESTER INSTITUTE OF SCIENCE AND TECHNOLOGY
United Kingdom
Address
Sackville Street
M60 1QD Manchester