Electric Utility Billing and Customer Information Systems

Billing and CIS Software and Services for Regulated and Deregulated Utilities: Global Market Analysis and Forecasts

As part of the smart grid transformation that began a few years ago, many utilities have switched to new billing systems that can handle the expanded functions made possible by the deployment of smart meters. This includes evolving from a static model in which utilities gather energy consumption data every other month, either automatically or manually, to produce a paper invoice delivered by mail into a more dynamic one in which energy consumption is tracked by time increments that can be as frequent as every 5 minutes. This, in turn, has led to a situation in which the supply side is organized as a quasi-spot market where the price of energy changes continuously based on the generation source, the time of the day, overall demand, and weather conditions.

This supply-side transformation has uncovered other issues on the demand side. Other factors, such as deregulation and the growing integration of new sources of energy like natural gas and renewables, make the relationship of the utility with its customers more complex. Customers are no longer captive ratepayers locked into a static meter-to-cash (M2C) process; they have choices. This is shifting the focus of traditional billing and customer information systems (CISs) to a more customer-centric approach that includes strong focus on loyalty. The utility smart grid transformation is turning into a business model revolution, in which billing and CISs play a vital role. Navigant Research forecasts that worldwide revenue from billing and CIS software and services will grow from $2.5 billion in 2013 to $5.5 billion in 2020.

This Navigant Research report analyzes the global market opportunity for utility billing and CIS software and services in both regulated and deregulated environments. The study provides a comprehensive assessment of the demand drivers, business models, and technology issues associated with this rapidly growing segment. Key industry players are profiled in depth and market forecasts for worldwide electric utility billing and CIS software and services revenue, segmented by region, are provided through 2020.

Key Questions Addressed:
  • Where do utilities’ billing and CIS transformations stand today?
  • What are the cost trends for the various solutions available (full system transformation, component-based transformation, shared service)?
  • What are the business opportunities and trends for cloud-based SaaS solutions, prepaid options, and paperless billing?
  • What are the lessons learned from the migration from current legacy systems to more customer-centric solutions?
  • How can utilities leverage billing and CIS to accommodate the new realities of the supply side, including transactive energy, variable rates (such as time-of-use), and demand response?
  • What role is billing and CIS data expected to play in customer analytics?
  • What are the key market opportunities for software and services vendors across the major regions of the world from 2012 to 2020?
  • Who are the electric utility billing and CIS market leaders and what is their positioning?
Who needs this report?
  • Utilities
  • Utility CIS and billing software vendors
  • Consulting and systems integration firms
  • CIS and billing outsourcing services vendors
  • AMI and MDMS integrators
  • Regulators and other government agencies
  • Investor community

Table of Contents

1. Executive Summary

1.1   Billing and CIS: A Slow Revolution

1.1.1   The Impact on Utilities

1.1.2   The Way Forward for Utilities

1.1.3   Messages for Vendors

1.2   Market Forecast

2. Market Issues

2.1   Billing and Customer Information Systems Definition and Overview

2.2   The Role of Billing and CIS in the Utility Business

2.3   The Billing Process (Meter-to-Cash)

2.3.1   Core Processes

2.3.2   Revenue Protection

2.3.3   CIS and Customer Information

2.3.4   Payment Services

2.4   New Trends in Utility Billing and CIS

2.4.1   Telecommunications Billing Systems as a Blueprint

2.4.2   Convergent Billing

2.4.2.1  Convergent Billing: Asia Pacific and Europe

2.4.2.2  Convergent Billing: United States

2.4.2.3  The Special Case of Rural Telecoms

2.4.3   Fostering Proactive Customer Relationships

2.4.3.1  Conservation

2.4.3.2  Customer Empowerment

2.4.4   Data and Big Data

2.4.5   Billing and Customer Relationship Management

2.5   Market Factors Impacting Billing and CIS

2.5.1   Utility Size

2.5.2   Regulated versus Deregulated Energy Markets

2.5.3   Customer Expectations

2.6   Market Trends

2.6.1   Targeting Smaller Utilities

2.6.2   Shared Services and Cloud-Based Software-as-a-Service Market

2.6.3   Module Software Solutions

2.6.4   Consulting Services

2.6.5   Price Trends and Risks

2.7   Next Steps for Utilities

2.7.1   Smart Grid Transformation Roadmap

2.7.2   Choosing the Right Solution

2.7.3   Replacing Legacy Systems

2.7.4   Best Practices for Successful Transformation

3. Regional Market Trends

3.1   Regional Market Trends

3.1.1   North America

3.1.2   Western Europe

3.1.2.1  Germany

3.1.2.2  France

3.1.2.3  The United Kingdom

3.1.3   Eastern Europe

3.1.4   Asia Pacific

3.1.5   Latin America

3.1.6   Middle East & Africa

4. Technology Issues

4.1   Smart Grid Technology and Billing and CIS

4.1.1   The Impact of AMI and Related Technologies

4.1.2   Meter Reliability

4.1.3   Two Difficult Paths to TOU Rates

4.1.4   Prepaid Metering

4.1.5   Multi-Services Management

4.1.6   Customer Portals

4.1.7   Mobile Billing

4.1.8   Social Media

4.1.9   Multi-Channel

4.1.10   Churn Management

4.1.11   Electric Vehicle Integration

4.2   Smart Grid Interoperability and Standards

4.3   Billing Analytics

4.4   The Impact of Transactive Energy on Billing and CIS

5. Key Industry Players

5.1   Overview

5.1.1   Accenture

5.1.2   Aclara Software

5.1.3   CSG International

5.1.4   Hansen Technologies

5.1.5   Harris Computer Systems

5.1.6   Hewlett Packard

5.1.7   IBM

5.1.8   Infosys

5.1.9   Itron

5.1.10   NetCracker

5.1.11   National Information Solutions Cooperative

5.1.12   Oracle

5.1.13   PricewaterhouseCoopers

5.1.14   Science Applications International Corporation

5.1.15   SAP

5.1.16   SAS

5.1.17   Sky Energy Consulting

5.1.18   TWI

6. Market Forecasts

6.1   Electric Utility Billing and CIS Forecast Overview

6.2   Utility Billing and CIS Market Size and Forecast

6.3   Software

6.4   Services

6.4.1   Cloud-Based SaaS Solutions

6.5   Regulated and Deregulated Markets

6.6   North American Market

6.7   Conclusions and Recommendations

7. Company Directory
8. Acronym and Abbreviation List
9. Table of Contents
10. Table of Charts and Figures
11. Scope of Study, Sources and Methodology, Notes

List of Charts and Figures

  • Billing and CIS Software and Services Revenue by Region, World Markets: 2012-2020
  • Billing and CIS Software and Services Market Share by Region, World Markets: 2013
  • Billing and CIS Software Revenue by Region, World Markets: 2012-2020
  • Billing and CIS Services Revenue by Region, World Markets: 2012-2020
  • Billing and CIS Cloud-Based SaaS Solutions Revenue by Fee Type, World Markets: 2012-2020
  • Billing and CIS Software and Services Revenue by Market Type, World Markets: 2012-2020
  • Billing and CIS Software and Services Revenue by Utility Type, North America: 2012-2020
  • The Utility Meter-to-Cash Process
  • How a Bill Can Be Used to Communicate with a Customer
  • The Status of Energy Market Deregulation, United States: 2012
  • Customer Expectations from Utilities: 2012
  • The Four Steps to Billing and CIS Transformation
  • Itron Enterprise Edition Platform

List of Tables

  • Electricity Cost, European Union
  • Billing and CIS Software Revenue by Region, World Markets: 2012-2020
  • Billing and CIS Services Revenue by Region, World Markets: 2012-2020
  • Billing and CIS Software and Services Revenue by Region, World Markets: 2012-2020
  • Billing and CIS Software and Services Revenue by Market Type, World Markets: 2012-2020
  • Billing and CIS Software and Services Revenue by Market Segment, North America: 2012-2020
  • Installed Meters by Utility Type, North America: 2012-2020
  • Billing and CIS Software and Services Revenue by Product Category, North America: 2012-2020
  • Billing and CIS Software and Services Revenue by Utility Type, North America: 2012-2020
  • Billing and CIS Software Revenue by Utility Type, North America: 2012-2020
  • Billing and CIS Services Revenue by Utility Type, North America: 2012-2020
  • Billing and CIS Software and Services Revenue by Product Category, Western Europe: 2012-2020
  • Billing and CIS Software and Services Revenue by Product Category, Eastern Europe: 2012-2020
  • Billing and CIS Software and Services Revenue by Product Category, Total Europe: 2012-2020
  • Billing and CIS Software and Services Revenue by Product Category, Asia Pacific (excluding China): 2012-2020
  • Billing and CIS Software and Services Revenue by Product Category, China: 2012-2020
  • Billing and CIS Software and Services Revenue by Product Category, Total Asia Pacific: 2012-2020
  • Billing and CIS Software and Services Revenue by Product Category, Latin America: 2012-2020
  • Billing and CIS Software and Services Revenue by Product Category, Middle East & Africa: 2012-2020
  • Billing and CIS Cloud-Based SaaS Solutions Revenue by Fee Type, World Markets: 2012-2020

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