PG&E Advanced Metering Assessment
for Residential Electric Customers
September 2, 2010
Structure Overview
Deep subject matter expertise with proven delivery methodologies
to address energy & utility companies’ transformation needs
Smart Grid
Distribution SCADA and
Operations Energy
and Management
Automation
Market Trading and
Solutions Risk
Disclaimers
• Reasonable efforts performed to complete engagement
• No assurances that all issues were identified, or that
future issues may not develop after assessment
completion
• Impartial and independent evaluation
• Findings developed independently from CPUC and PG&E
• Results not shared with PG&E in advance
Assessment Scope
Independently evaluate and address 3 questions regarding PG&E’s
Smart Meter system’s ability to accurately measure, collect, calculate,
and bill electric customer usage:
1. Does PG&E’s SmartMeterTM system measure and bill electric
usage accurately, both now and since PG&E’s Smart Meter
deployment began?
2. What factors contributed to Smart Meter high bill complaints?
3. How does PG&E’s SmartMeterTM Program’s past and current
operational and deployment practices compare against the
framework of industry best practices?
1. Does PG&E’s SmartMeterTM system measure and bill
electric usage accurately, both now and since PG&E’s
Smart Meter deployment began?
PRESENT SINCE DEPLOYMENT
• Smart Meters are • No systemic issues were
accurately recording found beyond exceptions
electric usage already reported by PG&E
• Systems are correctly • Limited exceptions were
processing data & billing identified but were not
usage prevalent in deployed
meters
2. What factors contributed to high bill complaints?
Customer Usage Rates Customer Service Process Issues
•Smart meter • Rate increases • Smart Meter •Extended manual
deployment amplified weather education / reading of Smart
coincident with impact on usage skepticism Meters
heat wave
• Incorrectly • PG&E complaint
•Other load •Billing quality
applied rates resolution did not
increase provide Customer control
coincident with • Manual CARE
with relevant •Installation
smart meter renewal available data
requirements challenges
installation
• CPUC complaint
•Electromechanical resolution
meter degradation
3. How does PG&E’s SmartMeterTM program’s past and
current operational and deployment practices compare
against the framework of industry best practices?
Historical Current
10 Gaps in Best Practices
8
6 • Communication backbone
4
installation timing
2 • Manual meter read
0 transition
Installation
troubleshooting
Meter equipment
Meter deployment
MDM interfaces
Data validation
Account billing
standards
Manufacturing
• Billing quality control
Complaint
quality
safety
• Complaint
troubleshooting
Assessment Focus Areas
• 156 meters
Laboratory Meter Testing
• 6 meters - environmental tests
• 611 Smart Meters
Field Meter Testing
• 147 electromechanical meters
• 5 laboratory-controlled meters
End-to-end Systems Testing • 4 field complaint customers
• Monitored over 1 month bill cycle
• 1,378 complaints analyzed
High Bill Complaint Evaluation • 97,000 records – historical usage
• 20 customer interviews
• 8 practice areas, 152 audit items
Best Practices for Smart Meters
• 3 peer industry experts consensus
• Requirements per AMI-SEC “best
Security Assessment
practices” standard
METER Test Results
Laboratory
• 100% Smart • 100% passed
End to End System
• 100% passed
Field
accuracy test Meters passed meter accuracy,
accuracy testing communications,
• 156 factory
shipped meters • 611 Field tested estimation
tested routines, billing
• 6 environmental • 95.92% systems
tested Electromechanical
• 5 laboratory-
passed accuracy simulated event
testing Smart Meters
• 4 field Smart Meter
• 147 field tested customers
• 6 failed
OTHER Results
• 1,378 Smart • In place or being • Cyber security
High Bill Complaints
Best Practices
Security Assessment
Meter historical implemented with framework was
complaints limited exceptions developed
• Usage correlation • Meter manufacturing meeting Smart
between 2006 and 2009 quality control Grid industry
weather • Meter installation
• Cancel/re-bill impact standards requirements
• Meter equipment safety • Document review
• 20 Customer • Meter deployment • Security
interviews (biased • Meter Data • Executive interviews
Management interfaces
sample)
• Validating, Editing and
• Unsatisfied with PG&E Estimating and Editing
customer service and for monthly and interval
complaint resolution data
process • Account billing
• High bill complaint
troubleshooting
Conclusion
AMI system deployed by PG&E appeared:
• Consistent with industry standards
• Accurate from meter data flow to billing
• Weak focus on customer service
• Some PG&E practices found to be partially non-
compliant relative to industry best practices
THANK YOU
STACEY WOOD
THE STRUCTURE GROUP
Inquiries@[Link]
