COLIN BEANEY, Global Industry Director for Energy and Utilities at IFS gives insight into a few of the challenges installers face when delivering smart meter programs.
In many parts of the world, smart meter installations have been around for some time, and in some countries, second or third generation devices are now being fitted. According to Metering and Smart Energy International, over the next five years, emerging markets alone will deploy nearly 250 million meters, representing an investment of almost $35 billion. When you factor in countries like Germany, which has only really just started a program, and the UK where the expectation is a minimum of one million meters needing to be installed per month to meet the 2020 target, you do wonder how the companies involved stand a chance of delivering.
Interestingly within the UK, exclusive research undertaken by the consumer body Which suggests that the installers may now need to work around the clock, 24 hours per day, seven days per week. This, of course, may actually suit some customers who might prefer a meter fitted in the evening rather than having to take a day off from work and waiting for an engineer to turn-up.
The challenges are many and three, in particular, are discussed here.
Ideally, what all of the suppliers involved do not want to do is provide a service to the consumers that is less than perfect and that has to be the main objective. Consumers need to feel that they are being treated uniquely, which is difficult to do within such huge programs.
My colleague Mark Brewer wrote a service-related blog about the demands that customers are placing onto the providers of services and stated that the fact that customers are demanding instant gratification dictates a new kind of service experience; one that is faster but more interactive, but one that also caters to self-service.
So now that you have fixed an appointment scheduled with the customer, you’ve got to hit it, meet the SLA, complete the work in one visit and provide a service that the customer will remember for all the right reasons. Unfortunately, this does not seem to be the case in many instances. For example, during initial investigations when engineers arrive at a site, they could suggest that a different skill-set may be required to complete the work. This is often difficult to anticipate without an initial visit.
You can minimise this easily by providing the householder with a simple means of uploading information including photos of their existing meter install. This data can be analysed to determine where pockets of differing work scopes could be located. This can then be used to further optimise and refine the scheduling logic to drive down the need for repeat visits.
For an example of an organisation that’s successfully optimised our resources, one of our UK customers created a multi-skilled workforce that’s able to safely carry out some of the tasks that would normally be referred from the meter installer back to the Network company.
The management of the physical meters is, in itself, not a small undertaking and a supply chain application needs to be utilised. That application must be able to ensure that the whole lifecycle from procurement, warehousing through issue, installation/swap-out, return and disposal is efficiently controlled. When you factor in ownership, rental charges, warranty, specification updates, software updates and other considerations, MDMS packages handle much of this information but the installers and supply companies may be using different packages to try and manage the process.
The solution that we propose is to use IFS as a constituent part of the Smart Meter Program, either through the customer engagement solution, the best-in-class field service management (FSM) solution or our enterprise software offerings for the energy and utilities industry.
Samsung unleashes the beast
Most new smartphone releases of the past few years have been like cat-and-mouse games with consumers and each other. It has been as if morsels of cheese are thrown into the box to make it more interesting: a little extra camera here, a little more battery there, and incremental changes to size, speed (more) and weight (less). Each change moves the needle of innovation ever-so-slightly. Until we find ourselves, a few years later, with a handset that is revolutionary compared to six years ago, but an anti-climax relative to six months before.
And then came Samsung. Probably stung by the “incremental improvement” phrase that has become almost a cliché about new Galaxy devices, the Korean giant chose to unleash a beast last week.
The new Galaxy Note 9 is not only the biggest smartphone Samsung has ever released, but one of the biggest flagship handsets that can still be called a phone. With a 6.4” display, it suddenly competes with mini-tablets and gaming consoles, among other devices that had previously faced little contest from handsets.
It offers almost ever cutting edge introduced to the Galaxy S9 and S9+ smartphones earlier this year, including the market-leading f1.5 aperture lens, and an f2.4. telephoto lens, each weighing in at 12 Megapixels. The front lens is equally impressive, with an f1.7 aperture – first introduced on the Note 8 as the widest yet on a selfie camera.
So far, so S9. However, the Note range has always been set apart by its S Pen stylus, and each edition has added new features. Born as a mere pen that writes on screens, it evolved through the likes of pressure sensitivity, allowing for artistic expression, and cut-and-paste text with translation-on-the-fly.
(Click here or below to read more about the Samsung Galaxy S Pen stylus) Samsung Galaxy S9 Features)
SA ride permit system ‘broken’
Despite the amendments to the National Land Transport Act, ALON LITS, General Manager, Uber in Sub Saharan Africa, believes that many premature given that the necessary, well-functioning systems and processes are not yet in place to make these regulatory changes viable.
The spirit and intention of the amendments to the National Land Transport Act No 5 (NLTA), 2009 put forward by the Ministry of Transport are to be commended. It is especially pleasing that these amendments include ridesharing and e-hailing operators and drivers as legitimate participants in the country’s public transport system, which point to government’s willingness to embrace the changes and innovation taking place in the country’s transport industry.
However, there are aspects of the proposed amendments that are, at best, premature given that the necessary, well-functioning systems and processes are not yet in place to make these regulatory changes viable.
Of particular concern are the significant financial penalties that will need to be paid by ridesharing and e-hailing companies whose independent operators are found to be transporting passengers without a legal permit issued by the relevant local authority. These fines can be as high as R100 000 per driver operating without a permit. Apart from being an excessive penalty it is grossly unfair given that a large number of local authorities don’t yet have functioning permit issuing systems and processes in place.
The truth is that the operating permit issuance system in South Africa is effectively broken. The application and issuance processes for operating licenses are fundamentally flawed and subject to extensive delays, sometimes over a year in length. This situation is exacerbated by the fact that it is very difficult for applicants whose permit applications haven’t yet been approved to get reasons for the extensive delays on the issuing of those permits.
Uber has had extensive first-hand experience with the frustratingly slow process of applying for these permits, with drivers often having to wait months and, in some cases more than a year, for their permits.
Sadly, there appears to be no sense of urgency amongst local authorities to prioritise fixing the flawed permit issuing systems and processes or address the large, and growing, backlogs of permit applications. As such, in order for the proposed stringent permit enforcement rules to be effective and fair to all role players, the long-standing issues around permit issuance first need to be addressed. At the very least, before the proposed legislation amendments are implemented, the National Transport Ministry needs to address the following issues:
- Efficient processes and systems must be put in place in all local authorities to allow drivers to easily apply for the operating permits they require
- Service level agreements need to be put in place with local authorities whereby they are required to assess applications and issue permits within the prescribed 60-day period.
- Local authorities need to be given deadlines by which their current permit application backlogs must be addressed to allow for faster processing of new applications once the amendments are promulgated.
If the Transport Ministry implements the proposed legislation amendments before ensuring that these permit issuance challenges are addressed, many drivers will be faced with the difficult choice of either having to operate illegally whilst awaiting their approved permits and risking significant fines and/or arrest, or stopping operations until they receive their permits, thereby losing what is, for many of them, their only source of income.
As such, if the Ministry of Transport is not able to address these particular challenges, it is only reasonable to ask it to reconsider this amendment and delay its implementation until the necessary infrastructure is in place to ensure it does not impact negatively on the country’s transport industry. The legislators must have been aware of the challenges of passing such a significant law, as the Amendment Bill allows for the Minister to use his discretion to delay implementation of provisions for up to 5 years.
Fair trade and healthy competition are the cornerstones of any effective and growing economy. However, these clauses (Section 66 (7) and Section 66A) of the NLTA amendment, as well as the proposal that regulators be given authority to define the geographic locations or zones in which vehicles may operate, are contrary to the spirit of both. As a good corporate citizen, Uber is committed to supplementing and enhancing South Africa’s national transport system and contributing positively to the industry. If passed into law without the revisions suggested above, these new amendments will limit our business and many others from playing the supportive roles we all can, and should, in growing the SA transport and tourism industries as well as many other key economic sectors.
What’s more, if passed as they currently stand, the amendments will effectively limit South African consumers from having full access to the range of convenient transport options they deserve; which has the potential to harm the reputation and credibility of the entire transport industry.