1)

Customer Relationship Management / Customer Care & Services: What’s New and What is Not!

Facilitators:

Tony Vernon, Business Process Analyst, Fairfax Water
Robert Straubinger, Solution Management Utilities, SAP Labs Canada

The User Interface for Utilities Customer Service has received a complete makeover. CRM 7.0 provides a great deal of new utility specific functionality and an easy to use interface. Customers are struggling with the question "Is it worth the effort and expense to move to the CRM platform?" Join Tony Vernon, ASUG CCS SIG Chair, SAP experts and other customers as they share their lessons learned from both sides of the equation on this controversial topic. This roundtable discussion will guarantee the most current information in implementing CRM and converting from CIC to the CRM WebClient.

2)

Demand Side Management: It’s all about Energy Efficiency!

Facilitators:

Marc Rosson, Enterprise Architect, Snohomish PUD
Stefan Wolf, Director Solution Management Order to Cash Utilities, SAP Labs LLC

Demand Side Management is one of the hottest topics in the utilities industry. ASUG Utilities Customer Care SIG has launched its first ASUG Influence Council. The council has been working over the past nine months with representation from 14 utilities. The Influence Council identified 296 requirements which will become detailed use cases for SAP to enhance the solution map. You will hear about the progress in this area and there will be discussion around the business requirements.

Come see how you can take advantage of this new direction and how it can make your company excel your Energy Efficiency portfolio.

3)

Integrating and Managing Renewable Assets

Facilitators:

Bill Lawrence, Managing Director, Edison Mission Group
Dave Roberts, Director, Business Development, OSIsoft
Cathy Tough, National Director, Utilities, SAP Canada
Len Harms, Executive Solution Engineer, SAP America

Utilities and merchant generators across North America are scaling up their renewable portfolios now more than ever. Whether managing centralized or decentralized renewable assets, utilities will need to align their business and operational processes to support this area. Join ASUG, SAP and Edison Mission Group for a roundtable discussion about the increasing role of renewables within the market and solution requirements to support this. You will hear perspectives from North America and Europe. Learn how this shift in the market will impact the way utilities manage and operate renewable assets, while ensuring continuous, reliable power for all customers.

4)

Asset Intelligence for Utilities: Today and Tomorrow

Facilitators:

Ian McIntyre, Manager, Program & Work Management, Hydro One
Bob Haverkamp, Manager, Southern California Edison
Denis Browne, Senior Vice President of Imagineering, SAP Labs, LLC
Rory Shaffer, Facility Field Services Expert, SAP Utilities IBU

In this session you will hear leading perspectives on Asset Intelligence. "EAM and Beyond" that apply to both Generation and T&D. You will learn about ASUG and SAP's 2009 Global EAM benchmarking survey results. A look into the future, think, "The Matrix," "Minority Report," "Star Trek," and yes, "Tomorrow’s EAM!" You will be amazed by some of the technologies that are on the horizon for improving not just Enterprise Asset Management, but overall Asset Intelligence. You will have the opportunity to discuss Asset Intelligence needs and directions with ASUG Utility SIG and SAP Utility experts.

5)

Performance Management

Facilitators:

Phil Awtry, Business Analyst, Nebraska Public Power District
Joanne Kelley, Industry Principal, Utilities, SAP America

Got KPIs? Sure, everyone does. You probably have lots of them. But are those key performance indicators, metrics, balanced scorecards (or whatever you call them) actually helping your utility perform better? And, what do you need to do to improve? The ASUG/SAP Performance Management Best Practices Survey is intended to help answer those and other key questions. Join this session to hear a review of the results of this benchmarking survey and examine what constitutes best practices. Then, take part in a facilitated discussion of how to apply these best practices to your utility, and in the sharing of challenges and successes.

6)

Architecting for Empowered Consumers with SAP in a Smarter Grid

Facilitators:

Wayne Longcore, Director of Enterprise Architecture & Standards, Consumers Energy
Paul Kurchina, IT Architect & Industry Analyst, KurMeta Group & ASUG Board of Directors
Maureen Coveney, Industry Director, Utilities, SAP America
Stefan Engelhardt, Head of Industry Business Unit Utilities, SAP AG

As utilities plan their smart grid vision, Enterprise Architects are key resources for architecting smarter grids focusing in many cases on end-to-end processes from generation to customer. You will hear leading views on current Smart Grid initiatives such as National Institute of Standards and Technology (NIST) Smart Grid Road Map and the Open Smart Grids (OpenSG) Automated Data Exchange Framework. Enterprise Architects recognize more than ever that they need to work together as they never have before. This session will provide a discussion forum to exchange ideas, discuss challenges and solve problems on "Architecting the Smart Grid."