99.5 percent SLA when E.ON rolled out 145,000 smart meters
The Nordic and European utility markets have undergone major changes over the last few years, with deregulations, requirements for more frequent meter reading, and increased customer engagement when prices have increased.
In 2003, the Swedish authorities passed a bill that required all utilities to establish automatic meter readings for all private households by July 1, 2009. Instead of establishing a large in-house organization, E.ON opted for a managed service approach.
In 2005, Tieto and E.ON Sweden signed a deal for AMI Managed Services for 143 000 end customers. The project was split into a roll-out project and a subsequent service delivery operation.
The scope was a complete transformation; from manually read meters to the establishment of an automated meter reading infrastructure, delivery of a broader portfolio of smart metering services, and a close cooperation between two professional and capable service delivery organizations.
Tieto managed the roll-out project and set up a full BPO (business process outsourcing) service operation. Tieto now runs the service operation from the AMI Service Centre in Lillehammer, Norway. The service center delivers meter reading services, outage information, field services and other smart metering services.
E.ON had a smooth introduction and operation of smart metering services. The SLA (service level agreement) for monthly readings is consistently above 99.5 percent after 24 hours.
Results in brief
- SLA above 99.5%
- Smooth introduction and operation
- Lower cost through more efficient services
- Lower risk and less investment
"There is a large customer benefit in good meter value handling. Because of this, it is very important for E.ON that this is fully functional.” - Bengt-Tore Sondh, responsible for meterdata acquisition in E.ON Elnät, Sweden.