Infotech Consulting Services | Innovate quicker. Up to 50% faster implementation with our proven i-Sim methodology for Oracle applications in Utilities.
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Innovate quicker. Up to 50% faster implementation with our proven i-Sim methodology for Oracle applications in Utilities.

The journey to the smart grid must reliably navigate the complex challenge of managing customer needs, extreme reliability and efficiency and solving utility’s key business challenges.

Infotech’s Smart Grid solutions powered by Oracle Technology solve these critical business challenges with a fully integrated end-to-end solution. InfoTech’s capabilities cut across meter data management, analytics, production, transport & consumption, operational expertise and services lifecycle management.

Based on our experiences with Utility implementations worldwide often including Utilities dealing with millions of customers, InfoTech has come up with the i-Sim implementation methodology that dramatically lessens implementation time by up to 50%.

The i-Sim methodology has been built by painstakingly studying and drafting global best practices in processes needed to implement Oracle’s Customer Care & Billing, Meter Data Management , Mobile Workforce Management and Utilities Analytics.

 Three ways traditional processes hamper your ability to compete:

Utilities spend enormous time and efforts redesigning core business processes using business process engineering (BPR) to achieve dramatic improvements in productivity, cycle times and quality. This allows them to become customer centric and efficient, adding to short term and long term bottom and top line growth. But practically BPR becomes a perpetual annual exercise that consumes vital funds that can be used towards innovation.

Additionally when they invest in critical automation in strategically key areas by envisioning and implementing ERP and Applications projects the implementations become long and costly often needing up to two years to be fully implemented. Entire teams of consultants sit and map current traditional processes, then dovetail them into recommended processes and months are spent trying to do change management with relevant teams related to this long drawn out exercise.

Lastly dealing with traditional processes in a typical implementation severely hurt your ability to be agile. Executive leaders who need the benefits of automation immediately to compete are made to wait. Products and Services that can benefit from better decision making are slow to launch, and their ability to resonate with customer and bring business value is questionable. Not only does this delay immediate revenue and profitability gains it leaves the door wide open for competitors to out-innovate you.

A proven better way

Infotech – Swift Implementation Methodology (i-SIM) uses a peerless understanding of the core rules underlying utility processes to address all three challenges utilities face with traditional processes that impede their ability to compete.

During multiple implementations InfoTech consultants identified the core underlying rules that govern critical utility processes. These were proven rules based on superior customer experiences. They then created and implemented with great success the most optimal processes as per proven global best practices that enable cutting edge technology automation.

This allows InfoTech consultants to straight away implement majority of a critical process as per best practice after personalizing it according to intended environment and business. We successfully skip past doing “As Is” processes, gap analysis for “To be” processes, a majority of algorithm writing and go straight to integration and implementation.

Within the costs of implementation you get verified efficient best processes allowing you savings on allocated BPR budget. Implementation costs and opportunity costs related to long implementations are slashed saving you money immediately. Most critically you see the benefits of automation and the better decision making it enables two to three quarters early, allowing you affect your company’s strategic and commercial direction in a much more agile manner.

What you can expect

  1. Consultants with decades of utility, process and technology experience between them with every one a veteran of successful complex Oracle based implementations of utility solutions.
  2. Pre-built processes that work almost instantly with minimal personalization.
  3. Standardized interfaces and tools.
  4. Proven and validated “Production ready” approach.

Dramatically lower your costs and get to intended business value quicker with our i-Sim methodology, implemented by utility subject matter experts based on global best practices and superior customer experiences.

Supported Systems

Oracle Utilities Customer Care and Billing (CC&B)

Oracle Utilities Meter Data Management (MDM)

Oracle Utilities Mobile Workforce Management (MWM)

Oracle Utilities Analytics

Covered Processes

Customer Care

New Connection Registration

Complete process encompassing new connection provision from request to the stage where a person becomes a customer of the utility company. This applies to all types of customers. Includes processes like survey for connection feasibility, assessment of load requirements, approvals, installation and commissioning of meters and starting the service.

General Requests / Amendments

Complete process of recording general requests like printing of duplicate bill, correction of name or address or any general information related to customer.


Complaints are recorded and tracked with complete details along with complaint type. In case the complaint requires a field visit for rectification it’s also recorded and monitored. Complaints are managed in following categories along with detailed reporting:

  • Billing Issues – High bill, wrong read, wrong tariff, wrong calculation etc.
  • Service Issue – Low/high voltage (electricity). Low/High Pressure (Gas/water). Irregular Supply. Outage.
  • Field Issues – Meter burnt/sticky/slow/fast/problematic, wire/pipe broken, leakage etc.

Disconnection / Reconnection

The complete process of disconnection or reconnection on customer request for all types of customers. It covers the removal or decommissioning of meter and generating final invoices.

Advance, Installment and Budget Billing

Complete functionality to support facilities of advance payment with associated rules, paying outstanding amount in installments, and billing in fixed budgeted amounts specific to each customer.

Meter to Cash

Meter Reading Management

Multiple options of receiving and processing readings from meters are available e.g. through manual entry, uploading a flat file from hand-held, obtaining directly from Head-End systems etc. The robust functionality of managing reads and keeping track of reader remarks is provided.

Event Management

In case the meters are capable of recording and sending events, this solution has the capability to receive event occurred on meters through hand-held or directly from Head-End systems and keep records for analytical reports.


Functionality for performing aggregation on consumptions with respect to different hierarchies e.g. electricity network. Auto generation of new hierarchies and managing existing ones.

Usage Management

Rule based calculation of consumption in a periodic manner is carried out by the system automatically based on a predefined schedule. This can be performed manually when required.


Automatically execute mass billing based on predefined schedules. Manage, maintain and Process bills for the entire customer base irrespective of customer class, type of charges and tariffs.


Ability to receive payment directly through collection points or cash counters as well as uploading data related to payments collected at third parties like banks, collection agencies etc.


Functionality for amendments in customer balance or levying additional charges.

Outstanding Amount and Debt Management

The complete process of how to deal with outstanding amounts including steps to persuade customer to make payments, getting services from third party agencies and finally realizing the amounts as bad debts.

Exception Management

Robust functionality for managing any exceptions that occurred during any of the above processes with exception type wise allocation to different groups, tracking resolution and automatically retrying the operation for bulk exception after things are fixed.

Mobile Workforce Management

Resource Management

The process describes how resources are being managed, how many crew types are there, the capabilities of each crew, what equipment they use, etc. This also involves vehicle management and crew shift management.


Covers the different types of activities the crew can perform. Both emergency and non-emergency activities are managed under this process. The process describes the steps involved to perform the activity, how the crew will be going onsite, tracking their actions, and what level of automation is possible. The skills and capabilities the crew must possess to perform each type of activity is noted, and workforce management system ensures that crews are assigned tasks according to type of activity and crew capabilities.

The process also describes how to track crew activities and timings so that the data may be used to identify potential points for improvement. SoPs the crew needs to follow for performing any activity are also covered under this process.

Bound Work

A group of activities that have dependencies is referred to as “bound work”. This includes jobs, chains, and assist activities. This process covers the various types of bound work and the dependencies created when activities are tied to each other.

Periods of Unavailability

A period of unavailability (PoU) is a specific period of time during which one or more resources are not available to perform work, for example, while attending meetings or training sessions. Resources may be unavailable due to vacation, personal appointments, maintenance, meetings or participating in training sessions depending on the type of resource. The process describes how to manage such periods and what will be its impact on workforce management.

Activity Scheduling

The process covers how activities may be scheduled to achieve optimum usage of crew and equipment while ensuring high levels of customer service. Emergency activities are given priority over normal activities.

Dispatch Process

The process defines who will be dispatching and communicating with the crew. Based on the organization type and nature of operation, there may be a single dispatcher or multiple dispatchers. The dispatching may be controlled centrally or may be dispersed to different geographical locations. The process also covers communication mechanism for the crew that may be using phones, through MDT, or any other mechanism.

Alert Management

The process describes the events that may be treated as alerts. For example if an emergency activity is unattended, an alert should be raised to highlight pending activity so that crew can be assigned to activity urgently. Alerts can also be for cancellation of appointment or crew being idle for too long. The process describes what events constitute generation of an alert and how each alert should be dealt with.

Customer Self Service

Provision of self service facilities for customers like tracking the history of bills, payments, adjustments and related consumptions for past periods. Also facilitating the ability to view and manage personal information like name, address, contact details etc.

Business Intelligence

Comprehensive business intelligence tools to generate analytical reports that help in decision making. Fully integrated with the rest of the application stacks for a detailed 360 degree view that covers processes from all angles.

The system shall provide Custom reports developed as per the requirement of PMUM. The reports shall have different filters available, to allow filtering of the reports with respect to different parameters such as customer demographics, tariffs, geographic locations, etc. Each report shall have filtering parameters relevant to the report.

The users should be able to import and export data in standard formats such as text, csv, xml, MS Excel, PDF.

Data Migration

Data Migration process describe how the data from legacy or other existing systems gets migrated to new systems. Preformatted templates are provided through which data conversion is obtained. The data includes the following:

Customer Information, Customer Contract and Billing Information, Past meter reads information, Network model etc.


Data loading templates are predefined through which ongoing activities that require loading of external data into the system can be achieved seamlessly. The major activities that require such type of loading include:

Meter reading, Payments, Adjustments etc.

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