Metering Services Group

Device Management Improvement Plan

August 2019
 TOP 5 KPI’S FOR DEVICE MANAGEMENT

Top 5 Device Management KPIs

Meter Reading LPU Meter Reading Man Dom Meter Reading AMI Vending Performance Queries outstanding
Jun-19 91% 78% 95% 50% 189
May-19 90% 2% 78% 0% 96% 0% 49% 1% 145 30% MoM %
13 months Trend 93% 82% 100% 77% 1% Target %

• AMR LPU has improved by 1.19% as compared to May 2019.

• Manual Domestic has decreased by 0.23% as compared to the previous month.
 Interventions have been put in place to improve manual meter reading.
 Contract management has been intensified to assist with performance improvement.
 LPU PERFORMANCE
IMPROVEMENT PLANS
LPU METER READING PROJECTED PERFORMANCE

  July 2019 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter
Download 38,800 38,930 38,930 38,930 38,930
Read 35,639 36,204 36,983 37,762 38,151
Performance 91.85% 93.00% 95.00% 97.00% 98.00%

PROJECTED PERFORMANCE

o The table reflects actual performance for July 2019 and projected performance for the FY 2019/20.
o The forecast indicates that LPU meter reading performance will improve to 98% by the 3rd quarter.

LPU PERFORMANCE BREAKDOWN - JULY 2019

READ METERS Register Level Meter Level
Cut off 386 129 0.99%
Downloaded meters 364 142 0.94%
Manual read 942 333 2.43%
Online meters 34336 11547 88.49%
Total read 35639 12022 91.85%
Unread Meters
Unread meters 3161 1051 8.15%
Grand total 38800 13073 100% 
LPU SYSTEM UPDATE MONTHLY PLAN

Resources
Region/ Category Daily Target Weekly Monthly
available
25 1 20 100 400
35 1 20 100 400
45 1 20 100 400
55 1 20 100 400
65 1 20 100 400
75 2 40 200 800
85 1 20 100 400
8 160 800 3200

 Monitor data quality controls and data flow process enhancements (including creation of job cards where necessary) in between
the Field and Device Management to ensure resolution is fast-tracked – this include the following:
 Meters not on IEE
 Meters on IEE under Different installation
 Same Installation but Meter differ SAP&IEE / Meter on SAP under different Installation Code
 Same Installation but Meter Differ SAP&IEE / SAP Meter not on IEE
 7% LPU Improvement breakdown plan

  Field Services   Device Management   Smart Centre

Weekly Monthly Weekly Monthly Weekly Monthly
Field/Device Baseline  
Target Target Target Target   Target Target
Offline Meters 1026 120 350   44 175   - -
Disconnected Meters 130 - -   45 130   - -
Incorrect Address 159 50 159   50 159   159  
Manual Read 334 - -   114 344   - -
Downloaded Meters 144 - -   72 144   - -
Meters falling Off 64 - -   32 64   64 64

• The above table reflects the exceptions that will be tracked on a daily basis, priority will be given to 1026 offline meters. Below
is the breakdown as follows
o 353 meters that have been offline from January – June 2019 (2.67%)
o 121 meters that have been offline from January – December 2018 (0.91%)
o 187 meters that have been offline beyond 2018 (1.41%)
o 142 System update (1.07%)
o 208 meter updated on a different address on SAP ISU (1.57%)
o Total contribution of offline meters is 7.64%
PRE-BILLING PROCESS
We have institutionalised the pre-billing process A total of 12 resources from 4 departments have been
committed to optimising the pre-billing process .

Process Dept #Committed

Referenc Resources
1 2 3 e Step
On receiving active customer list Approval of inclusion of new On receiving approval of
from COJ, test for New and customers and removal of customers assess if correct meter
Missing Customers missing customers number is recorded for each
1 Smart Centre 2

2 Revenue Management 2

3 Device Management 1

4 Revenue Management 1
4 5
On receiving approval on removal On receiving manual and 6
5 Smart Centre 2
of missing customers a separate automated reading, Pre-billing List of Flagged accounts must be
meter reading database must be flagging must occur prior to sent to Device Management for
compiled to test that no feeding consumption through to data validation 6 Device Management 1
consumption occurs MRQC
7 Device Management 1

8 Smart Centre 2

7
8
Upon resolution of flags
MRQC data to be uploaded to
consumption must be feed onto
SAP
MRQC

7
 PRE-BILLING EXCEPTION

   
Field/Device/Smart
Baseline LPU TOU Business Residential
Centre
Risk Risk Risk Risk Risk Risk Risk Risk Risk Risk
Risk Level Risk
    Level Level Level Level Level Level Level Level Level Level
High Level Low
Medium Low High Medium Low High Medium High Medium Low
Average Selling Price 50   50 50                  
Energy Mix 54       45 9              
Load factor 4957 1287 25 75 58     1622 123 187 1416 39 74
Missing Readings 546   144     4     215     179  
Trend consumption 5890 970 426 70 42 7 2 1181 635 63 1525 895 48
Possible Ghost
658   186           297     164  
Accounts
Stuck Meters 634     168     2     246     214
    2257 831 195 145 20 2 2803 1270 250 2941 1277 122
    3283 167 4323 4340

 Average Selling Price – Device Management

 Energy Mix - Device Management

 Load factor - Device Management

 Missing Readings – Smart Center

 Trend consumption - Device Management

 Possible Ghost Accounts – Revenue Protection

 Stuck Meters – Field

 DOMESTIC MANUAL METER
READING IMPROVEMENT PLAN
 DOMESTIC SYSTEM UPDATE PLAN

Resources Daily Target Daily Daily

Weekly Monthly Resources Daily Target Resources Resources
available per person Weekly Monthly Target per Weekly Monthly Target per Weekly Monthly
available per person available available
person person

8 10 50 150
4 10 50 150 5 10 50 150 4 10 50 150
Total 80 400 1200
Total 40 200 600 Total 40 200 750 Total 40 200 600

1st Quarter 2nd Quarter 3rd Quarter 4th Quarter

 System updates sources :

o Meter reading contractor
o Field Maintenance (offline,faulty&By-passed)
o Smart meter roll out project
o Double billing

 Monitor data quality controls and data flow process enhancements (including creation of job cards where necessary) in between the Field and Device
Management to ensure resolution is fast-tracked – this include the following:
o Acquiring the meter change information i.e. job card daily
o Validating the information on the system
o Updating the new meters on the billing system
o Run a daily report of interface errors and send to Revenue Shared Services Centre to clear the interface errors.
 Operational SLA with COJ has been developed to ensure that interface errors are cleared daily and a weekly sign-off on files received vs. Updated.

 Region D System updates (22) will be tracked separately.

METER READING REGIONAL PERFORMANCE-JULY

Manual Kiosk System Total

  Domestic Address Bypass Inaccessible Locked Meter Faulty Update Exceptions Read %

Region A 1,158 0 15 24 22 44 104 209 949 82%

Region B 9,669 0 6 2,049 50 59 93 2,257 7,412 77%
Region C 3,199 0 42 443 48 83 219 835 2,364 74%
Region D 373 0 6 257 0 6 22 291 82 22%
Region E 8,751 47 24 677 5 225 324 1,302 7,449 85%
Region F 7,450 61 1 1,448 20 121 46 1,697 5,753 77%
Region G 1,431 18 207 64 41 123 95 548 883 62%
  32,031 126 301 4,962 186 661 903 7,139 24,892 78%

o The total of 903 System Updates (3%) backlog will be cleared in the 1st Quarter and current system updates from Project (Region B,C and G) will
updated immediately.
o The plan is that Faulty meters (2%) and Bypassed meters (1%) that are not in Region B,C and G will be replaced by Field Maintenance within
the meter reading cycle.
o For actioning of Inaccessible meters (15%) it has been agreed with Revenue Protection that feedback will be provided daily ,and update of the
readings is done by Device Management on MRQC. Inaccessible meters includes problematic areas (NewClare,Waterval,Claremont,Noordgesig,
Kensington) which will be tracked separately.
o Rollout of smart meters will focus on Region B ,C and G to further improve the meter reading performance-thus ensuring that final readings can
be utilized for billing purposes and stabilize the performance. A total of 14299 meters are in these regions, out of these meters 3640 are sitting under
exceptions. Engineering Services will be converting 2400 meters for this quarter.
MANUAL DOMESTIC PROJECTED PERFORMANCE

  19-Jul 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter

Download 32,031 32,031 32,031 32,031 32,031

Read 24,892 25,892 26,892 28,892 29,788
Performance 77.71% 80.83% 84% 90% 93%

Projected Performance

• The above table reflects actual performance for July 2019 and projected performance for the FY 2019/20. The performance will
improve to 90% in March 2020.

• Our plan is to increase the meter reading performance by 3% from September, for us to achieve 90%.The above plan also shows that
during the months of December and January the performance will drop due to the festive holidays and unavailability of customers.
SMART METER ROLL OUT PLAN

Complete Incomplete Quartely Weekly Monthly

  Address address Grand Total   Baseline Target Daily Target Target Target
Region B 2965 10 2975  
Region C 1165 23 1188  
4734 2400 40 200 800
Region G 428 143 571  
Grand Total 4558 176 4734  

• The Rollout project will focus on Region B, C and G for the 1st quarter and ensure that all manual read meters are
changed on these regions.
• The plan is that all meters will be replaced within the meter reading cycle – thus ensuring that final readings can be
utilized for billing purposes and updates are completed before the next download file is created .
• A total of 2400 smart meters will be installed in the 1st quarter, weekly meetings will be held between Device
Management and Execution to be monitor progress and mitigate any challenges.
PROBLEMATIC AREAS

Region B Total Read Not Read Read % Not read

Claremont 90 0 90 0% 100%
Newclare 393 19 374 5% 95%

Waterval 318 22 296 7% 93%

Grand Total 801 41 760 5% 95%

• Region B file has a total of 9669 meters and the problematic areas above are contributing 8% of the performance for the region. Stakeholder
Management and Revenue Protection will be assisting in order to improve Meter Reading Performance.

Region D Total Read Not Read Read % Not read

Noordgesig 263 0 263 0% 100%

Grand Total 263 0 263 0% 100%

• Region D file has a total of 373 meters and the problematic areas above are contributing 70% of the performance for the region.
Stakeholder Management will be assisting with communication to the councilors.
 AMI PERFORMANCE
IMPROVEMENT PLANS
 AMI REGIONAL PERFORMANCE – BY LAW

REG ITRON PERFORMANCE -June-2019 Plan is to increase monthly AMI reading performance by 1,5% monthly so
Region Itron (19) Read N15 Perfomance %
that by end of Q1 we are at 98% from current 95%.
97.63%
Region A 6,713 6,554 159 In order for us to achieve this, the following needs to happen:
96.20%
Region B 27,918 26,856 1,062 • 277 and 53 non smart Meters need to be reassigned to the correct
97.31% reader ID. Device Management will assist with the correction of the
Region C 27,423 26,685 738 reader ID.
80.09%
Region D 924 740 184 • 246/1686 unread meters include a backlog from Q4 baseline which
95.58% consist of no go areas. JMPD will assist with security management.
Region E 14,943 14,283 660

Region F 16,226 14,954 1,272

92.16% • 1440/1686 will be action and monitored on a daily basis for performance
improvement.
94.64%
Region G 3,660 3,464 196
• 437 are inaccessible , dedicated cut off team from revenue and pair
66.67%
Region U 249 166 83 them with our offline teams
95.56% • 108 have been given to Revenue to close the accounts (demolished,
Total 98,056 93,702 4,354
vandalised & vacant)

• 1595 (Project) newly installed meters will be updated on SAP ISU

VENDING PERFORMANCE
IMPROVEMENT PLAN
 VENDING PERFORMANCE PER DEPOT

Affluent Non Affluent

                 
Depot Not Vending Vending Grand Total Vending % Not Vending Vending Grand Total Vending %
Alexandra 472 3775 4247 88.89% 35256 2201 37457 5.88%
Hursthill 3739 16392 20131 81.43% 2700 203 2903 6.99%
Lenasia 24655 19230 43885 43.82% 16165 8440 24605 34.30%
Midrand 362 5170 5532 93.46% 5870 2156 8026 26.86%
Randburg 579 8506 9085 93.63% - - - -
Reuven 4386 24582 28968 84.86% - - - -
Roodepoort 2226 26206 28432 92.17% 11876 3275 15151 21.62%
Siemert 2096 13142 15238 86.24%        
Grand Total 38515 117003 155518 75.23% 71867 16275 88142 18.46%

• The above table reflects actual vending performance for affluent and non affluent areas per Depot
• Lenasia is the lowest performing depot, the improvement plan for the 1 st quarter will focus on Lenasia
which will increase the overall vending performance by 5%.
PREPAID REGISTRATIONS

Number of Weekly Monthly

 Registrations type Daily Registrations
resources Registrations Registrations
New Service Connections (CoJ) 4 30 150 600
Conversions (CAPEX) 4 30 150 600
Maintenance ( FIELD) 4 30 150 600
Electrifications (CAPEX) 2 50 250 1000
Project (CAPEX) 3 50 250 1000
190 950 3800

• Non vending newly registered meters are monitored on a daily basis.

• Device Management will be tracking the performance on a weekly basis
• Registration number is per resource
PREPAID SMART METER ROLL OUT

Region G - PLAN
• 3000 L&G smart meters will be installed
Power Park
27
in Region G in the 1st Quarter.
Zakariya Park 394

Lenasia 2,662 • The smart meter roll out plan for

Ennerdale 2,536 Region G will improve the vending

Mid-Ennerdale 221
performance in Lenasia Depot by 7% in
the 1st Quarter.
Lenasia South 1,746

- 500 1,000 1,500 2,000 2,500 3,000 • Risk: The engagements with the
Regional Director and Councillor might
No. of active customers in Sales for June 2019 Number of Suburbs delay the process
Region G Affluent

24 855 R10.5 million 7

BUSINESS CUSTOMERS

Business Customers Vending % Non-Vending % Total

Month  
Feb-19 2102 83% 426 17% 2528
Mar-19 2086 82% 445 18% 2531
Apr-19 2188 82% 485 18% 2673
May-19 2206 82%  498 18% 2704
Jun-19 2253 83% 458 17% 2711
Unallocated Meters Vending % Non-Vending % Total
Feb-19 1589 86% 255 14% 1844
Mar-19 1267 82% 275 18% 1542
Apr-19  1213  81%  289  19%  1502
May-19 1196 80% 302 20% 1499
Jun-19 1219 82% 273 18% 1492
Change to Domestic
Vending % Non-Vending % Total
Tariff
Jun-19 25 89% 3 11% 28

• Business Customers will be monitored closely to improve vending performance to 90% in the 1 st Quarter.

• Device Management will work closely with Revenue Protection on the non vending customers, performance will be tracked on a weekly
basis. 458 non vending customers have been forwarded to Revenue Protection for disconnection.
P R E PA I D D ATA C O M P L E T E N E S S P L A N

SGID % July % 1st Quarter % 2nd Quarter % 3rd Quarter % 4th Quarter %
    2019   2019   2019   2019   2019  
VALID
SGID'S
55% 132986 55% 138986 57% 144486 59% 153486 62% 162486 66%

NO SGID'S 45% 110668 45% 104668 43% 99168 41% 96168 38% 87168 34%

Projected Performance

Prepaid data purification will updated according to the below;

Walk in customers with queries, Audits performed on Forcelink, Customers reporting outages at the Metering Call Centre, Stand
by stand audits from Revenue Shared Services Centre.
SGID’s, Duplicates, Mismatches/ Alignments, Incorrectly Blocked meters

Resources Daily Targets Weekly Targets Monthly Targets

6 150 750 3000

1st Quarter 2nd Quarter 3rd Quarter 4th Quarter

6000 5500 9000 9000
S TA K E H O L D E R M AT R I X

Internal Stakeholder Why it’s important for us to

What matters most to them Ways we engage
Groups engage

RSSC is overseeing the billing completeness
Revenue Shared Services Centre
process. It is them who are tasked with
service delivery and changing in a positive
manner the lives of the people of
Johannesburg
 Integration between them and Device  Management Meetings
management to ensure meters are  Operational Meetings
timeously updated on the system through  Telephone
the interface.  Emails
 Readings provided are not deleted
 Minimise estimated accounts beyond bylaw

Engineering Services –
Capital Execution
Capital Execution is responsible for the  Installation of smart meter in the City of  Management Meetings
installation of Smart Meters which will improve
Johannesburg.  Operational Meetings
meter reading performance and provide  Integration between them and Device  Telephone
revenue assurance. management to ensure meters are  Emails
timeously updated on the system

Internal Audit  Assist management to improve internal  Management Meetings

Internal audit provides assurance that a controls.  Operational Meetings
company's governance and internal control  Business Sustainability  Telephone
processes are operating effectively  Clean Audit  Emails

 Risk is responsible for identifying, assessing  Business viability  Management Meetings

Risk Management and controlling threats to an organizations  Adherence to governance  Operational Meetings
capital and earnings  Business success  Telephone
 Emails
DEVICE MANAGEMENT POLICIES AND PROCESSES

Meter
Meter Reading
Reading Policy
Policy Vending
Vending Policy
Policy Pre
Pre Billing
Billing Policy
Policy

BoardApproved:
Board Approved: BoardApproved:
Board Approved:
New
New
FY2014/15
FY 2014/15 FY2014/15
FY 2014/15

Tobe
To bereviewed
reviewedby:
by: Tobe
To bereviewed
reviewedby:
by: Tobe
To bedeveloped
developedby:
by:
July2020
July 2020 July2020
July 2020 July2020
July 2020

Plan
Plan for
for submission:
submission: Q3
Q3 Plan
Plan for
for submission:
submission: Q3
Q3 Plan
Plan for
for submission:
submission: Q4
Q4

Comment 01 Comment 02 Comment 03

1.
1. Meter
Meter reading
reading policy
policy isis only
only 1.
1. Vending
Vending Policy
Policy will
will aligned
aligned 1.
1. Pre
Pre Billing
Billing is
is a
a new
new function
function
focusing on
focusing on manual
manual meter
meter with the
with the current
current vending
vending that has
that has been
been implemented.
implemented.
reading,
reading, automated
automated meter procedures. 2.
meter procedures. 2. Pre
Pre Billing
Billing standard
standard operating
operating
reading
reading should
should be
be included 2.
included 2. Prepaid
Prepaid standard
standard operating
operating procedures
procedures will
will be
be drafted.
drafted.
2.
2. MR
MR standard
standard operation
operation procedures
procedures will
will be
be reviewed.
reviewed.
procedures
procedures will
will be
be reviewed
reviewed

24
Thank You!