Electric Utility Billing and Customer Information Systems

Software, Services, SaaS, and CIS-Based Analytics Solutions:
Global Market Analysis and Forecasts

Billing and customer information is at the heart of most businesses, but for the electric utility industry, changes in the market environment, the advent of distributed generation, and smart grid technologies, as well as energy efficiency mandates and deregulation, have converged to place growing strains on legacy systems. Add in utilities’ increasing needs for effective customer engagement and the desire for integration with digital platforms, such as mobile devices, web portals, and social media, and utilities face a perfect storm of new requirements for billing and customer information system (CIS) solutions.

Yet, the market for new CISs has not grown markedly in recent years. In fact, it may not grow strongly for the next few years in mature regions such as Western Europe and North America. Utility bottom lines are, in many cases, constrained, and risk-averseness among management is high. Longer term, however, Navigant Research believes the global market for CISs – and associated analytics – will continue to grow, particularly in emerging markets. In North America, the demands outlined above, combined with natural end-of-life cycles for deployed systems, will ultimately drive investor-owned utilities to upgrade aging systems. According to Navigant Research, the market for CIS software and services is expected to grow from $2.7 billion in 2014 to $4.9 billion in 2023.

This Navigant Research report analyzes the global market for billing and CIS solutions for electric utilities. It provides an analysis of market drivers, challenges, and trends related to the adoption of off-the-shelf CISs and managed services for billing, customer engagement, and related analytics. Global market forecasts for CIS software purchases and upgrades, services, maintenance fees, SaaS, and analytics extend through 2023. The report also reviews the key technologies related to billing and CIS solutions and provides profiles of dominant vendors for different regions, product offerings, and utility types.

Key Questions Addressed:
  • What are the dominant trends in the marketplace for new billing/customer information system (CIS) solutions?
  • What are the key drivers for utility CIS upgrades, and how do they differ by utility type and region?
  • What are the key barriers to the market for new billing and CIS solutions?
  • Which companies are dominant in the market for new CISs and what are their key products and strategies?
  • How large is the market for CIS software and services expected to be through 2023?
  • What role will managed services play in the CIS marketplace?
  • How does the utility’s CIS play in its broader market strategy, and what are the integration requirements with other utility IT systems?
  • How quickly will the market for CIS analytics overlays grow over the next decade?
Who needs this report?
  • Customer information system (CIS) software vendors
  • CIS managed service providers
  • Smart grid technology vendors
  • Utility analytics providers
  • Utilities
  • Regulators and policymakers
  • Government agencies
  • Investor community

Table of Contents

1. Executive Summary

1.1  Introduction

1.2  Major Market Drivers and Inhibitors

1.2.1   Mergers and Acquisitions

1.2.2   Increased Focus on Customer Engagement

1.2.3   Deregulation

1.2.4   Time-of-Use Pricing and Demand Response

1.2.5   Cost

1.2.6   Risk and Complexity

1.2.7   Implementation Time

1.3  Market Forecast

2. Market Issues    

2.1  The Changing Role of Billing and Customer Information Systems in the Utility Business

2.2  How Utility Structure Affects Billing and CIS Solutions

2.2.1   Utility Size

2.2.2   Regulated versus Deregulated Energy Markets

2.3  Market Trends in Utility Billing and CIS Solutions

2.3.1   Rise of the Titans

2.3.2   Configurable, Not Customization

2.3.3   Convergent Billing

2.3.4   Growing Use of Cloud-Based Systems

2.3.5   Big Data and Analytics

   2.3.5.1  Billing Analytics

2.3.6   Pricing Trends

2.4  CIS Market Drivers

2.4.1   Mergers and Acquisitions

2.4.2   Increased Focus on CE

2.4.3   Deregulation

2.4.4   Cost Pressures

2.4.5   TOU Pricing and DR

2.4.6   Smart Grid/Advanced Metering Infrastructure Upgrades

2.4.7   DG

2.4.8   EV Integration

2.4.9   End-of-Lifecycle Upgrades

2.5  CIS Market Inhibitors

2.5.1   Cost

2.5.2   Complexity

2.5.3   Implementation Time and Executive Aversion

3. Regional Market Trends  

3.1  Regional Market Trends

3.1.1   North America

3.1.2   Europe

   3.1.2.1  Germany

   3.1.2.2  France

   3.1.2.3  United Kingdom

   3.1.2.4  Eastern Europe

3.1.3   Asia Pacific

3.1.4   Latin America

3.1.5   Middle East & Africa

4. Technology Issues

4.1  Billing and CIS Solutions Definition and Overview

4.2  The Billing Process (Meter-to-Cash)

4.2.1   Core Processes

4.2.2   Revenue Protection

4.2.3   CISs and Customer Information

4.2.4   Payment Services

4.2.5   Bill/Print

4.3  CIS Adoption and Penetration Trends

4.4  Integration and Add-Ons

4.5  Lifecycle Trends and Procurement

4.6  Smart Grid Interoperability and Standards

5. Key Industry Players  

5.1  Overview of Key Industry Players

5.2  CIS Providers

5.2.1   Continental Utility Solutions, Inc.

5.2.2   CSG International

5.2.3   Daffron & Associates

5.2.4   Data West Utility Technologies

5.2.5   Ferranti Computer Systems

5.2.6   Gentrack

5.2.7   Hansen Technologies

5.2.8   Harris Computer Systems

5.2.9   NISC

5.2.10  Oracle

5.2.11  Orga Systems

5.2.12  SAP

5.2.13  SEDC

5.2.14  United Systems & Software

5.3  Bill/Print Service Providers

5.3.1   Fiserv

5.3.2   KUBRA

5.4  Consultants and Systems Integrators

5.4.1   Accenture

5.4.2   Capgemini

5.4.3   HP

5.4.4   IBM

5.4.5   Kaihen

5.4.6   PwC

5.5  Analytics Systems Providers

5.5.1   C3 Energy

5.5.2   SAS

6. Market Forecasts

6.1  Introduction

6.2  Market Forecast Methodology

6.2.1   Global CIS Software and Services Market Forecast

6.2.2   North America

6.2.3   Europe

6.2.4   Asia Pacific

6.2.5   Latin America

6.2.6   Middle East & Africa

6.3  CIS-Related Analytics

6.4  Conclusions and Recommendations

6.4.1   Recommendations for Utilities

6.4.2   Recommendations for CIS and Analytics Vendors

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

  • Utility CIS Software, Services, Maintenance, SaaS, and Analytics Spending by Region, World Markets: 2014-2023
  • Utility CIS Software and Services Market Share by Region, World Markets: 2015
  • Utility CIS and Analytics Spending by Category, World Markets: 2014-2023
  • Utility CIS Spending by Category, North America: 2014-2023
  • Utility CIS-Related Analytics Spending by Utility Type, United States: 2014-2023
  • Utility CIS Spending by Category, Europe: 2014-2023
  • Utility CIS Spending by Category, Asia Pacific: 2014-2023
  • Utility CIS Spending by Category, Latin America: 2014-2023
  • Utility CIS Spending by Category, Middle East & Africa: 2014-2023
  • Utility CIS Analytics Overlay Software, Services, Maintenance, and SaaS Spending by Region, World Markets: 2014-2023
  • Electric Utility Deregulation Status
  • The Utility Meter-to-Cash Process

List of Tables

  • Installed Electric Meters by Region, World Markets: 2014-2023
  • Installed Smart Meters by Region, World Markets: 2014-2023
  • Installed CIS Meters by Region, World Markets: 2014-2023
  • CIS Penetration of Installed Electric Meters by Region, World Markets: 2014-2023
  • Utility CIS Software, Services, Maintenance, SaaS, and Analytics Spending by Region, World Markets: 2014-2023
  • Utility CIS Software Purchase and Upgrade Spending by Region, World Markets: 2014-2023
  • Utility CIS Software Maintenance Fee Spending by Region, World Markets: 2014-2023
  • Utility CIS Services Spending by Region, World Markets: 2014-2023
  • Utility CIS SaaS Spending by Region, World Markets: 2014-2023
  • Utility CIS Analytics Overlay Software, Services, Maintenance, and SaaS Spending by Region, World Markets: 2014-2023
  • Utility CIS Analytics Software Purchase and Upgrade Spending by Region, World Markets: 2014-2023
  • Utility CIS Analytics Software Maintenance Fee Spending by Region, World Markets: 2014-2023
  • Utility CIS Analytics Services Spending by Region, World Markets: 2014-2023
  • Utility CIS Analytics SaaS Spending by Region, World Markets: 2014-2023
  • Utility CIS and Analytics Spending by Category, World Markets: 2014-2023
  • Utility CIS and Analytics Market Share by Category, World Markets: 2014-2023
  • Utility CIS Spending by Category, North America: 2014-2023
  • Utility CIS-Related Analytics Spending by Category, North America: 2014-2023
  • Utility CIS Spending by Category, United States: 2014-2023
  • Utility CIS-Related Analytics Spending by Category, United States: 2014-2023
  • Utility CIS Spending by Category, Canada: 2014-2023
  • Utility CIS-Related Analytics Spending by Category, Canada: 2014-2023
  • Utility CIS Spending by Utility Type, United States: 2014-2023
  • Utility CIS-Related Analytics Spending by Utility Type, United States: 2014-2023
  • Utility CIS Spending by Category, Europe: 2014-2023
  • Utility CIS-Related Analytics Spending by Category, Europe: 2014-2023
  • Utility CIS Spending by Category, Asia Pacific: 2014-2023
  • Utility CIS-Related Analytics Spending by Category, Asia Pacific: 2014-2023
  • Utility CIS Spending by Category, Latin America: 2014-2023
  • Utility CIS-Related Analytics Spending by Category, Latin America: 2014-2023
  • Utility CIS Spending by Category, Middle East & Africa: 2014-2023
  • Utility CIS-Related Analytics Spending by Category, Middle East & Africa: 2014-2023

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