pManifold Utility Practice

Utility Practice: Co-creating
sustainable Utilities by
building Knowledge and
Stakeholder Engagement
Catalyzing emerging business models through
STAKEHOLDER ENGAGEMENT | CONSULTING | RESEARCH

Our Utility Portfolio
Customer Surveys – KYC, CSAT, Indexing,
Vigilance
Customer Touch Point Audits
Customer interfacing processes
improvement & Mgmt.
Customer Education, Messaging &
Positioning
Market Research, Go-To-Market Strategy,
Partnership Development
Mobility & IT Apps
Training, Capacity Building, Vendor
Development
Financial Modeling & Bid Advisory
Stakeholder Engagement Conference,
Webinar, Blog, Newsletter, White Paper
Around 4 years strong Utility Research and Consulting portfolio, with Operators
and Service Providers to build viable business models and operations, improve
services delivered and customer experience, and engage all stakeholders
Power
Distribution
Water
Distribution
Waste
Management
Support
strengthening of
emerging PPP models
for improved end-
service delivery &
overall viability &
sustainability
...
To newly add: City Gas Distribution
4/11/2014 © pManifold. All rights reserved. 2

pManifold Service mapping across Utility PPP Life Cycle
Go-To-Market | Bid Support | Resources / Processes / Operations Building | Performance Monitoring
Entry Decision Bidding Roll Out O&M
For
Discoms
 DF model Top
Management
workshop
 Data analytics for
*DF model
appropriateness
mapping to Discom
projected reforms
 Baseline preparation – Assets,
Commercials, Losses, Customer and
Service Level Audits
 Financial Modeling – minimum Input
bid price curve, capex projections, and
related contract term and conditions
 Bidders Engagement – interest
generation; pre-bid & bid facilitation;
RFP change management
 Independent Facilitator for Knowledge
and legacy Data transfer to selected DF
operator
 Stakeholder Engagement with Discom
Employees & new DF operator for smooth
transition
 Independent Business
Performance Monitoring and
Management Audits of
Franchisee (for strong end
services delivery & any
change management)
For
Bidders
and
Private
Operators
 DF model Top
Management
workshop
 Portfolio mapping
to go/no-go in DF
business
 Entry strategy
 DF Market Intelligence and all RFP
Tracking
 Technical Due Diligence: Site survey,
asset health maps, bid intelligence &
analytics
 Financial modeling & Bid Advisory
 Partnership development for
consortium bidding, M&A etc.
 Support on-boarding Senior Team and
other critical resources to roll out
 Project Financing, bringing Investors,
financial due diligence, M&As
 Strategic all-stakeholders roll-out map to
support overall PM
 First baseline survey of Employees and
Customers to support Loss reduction
strategic road map
 Legacy Data Quality checks, migration,
Analytics and Integration facilitation
 Vendor identification, evaluation,
selection, and partnership development
 Organizational structure design,
Resource Planning & process SOPs
 Capacity building/Training workshop in
new employees on DF model
 Regular DF Performance
Monitoring and Management
Audits
 Continuous Capacity
building, organising skills
training and BPR
implementation
 Quarterly Customer
perceived service quality
benchmarking across all
touch points and all
Customer processes like NSC,
Metering Mgmt, Customer
services, Billing etc.
 Customer education,
enabling and engagement
(MyUtility.in)
For
Service
Providers
 Portfolio mapping
to DF requirements
 Go-to-Market
strategy
 Early entry in the bidding phase of new
Franchisees, to build and demonstrate
value proposition
 Facilitator for input gathering and
creating specific value proposition to DF
 Partnership development with DF
 Facilitator for business
continuity and independent
performance monitoring
*DF – Distribution Franchisee
Bid Advisory Services

pManifold Utility Managed Services: Enhancing
Customer Experience & Revenue Assurance
•Data Mapping & Analytics
(Legacy Customer data, Billing,
Theft, Losses), Customer
Indexing (with Partner)
•Focused Customer Research –
COPS, CSAT, WTP and custom.
Customer touch points and
processes audits.
KYC, Analytics
•Customer Billing Data
Sanitization/ Correction/
Update, Regularization,
speeding billing process
Billing Data
Regularization
•Turn key (with Partner) - Meter
Read, Bill Print, Bill
Distribution, Data
entry/Digitization
•Regular year round Internal
Audits for Meter-to-Cash cycle
related processes and
improvements
MRBD &
Vigilance
•Complaints Tracking/
Resolution, Soft Arrear
Recovery, Satisfaction
Management
•Turn key (with Partner)
Inbound and Outbound call
centre & Customer Experience
Mgmt.
Call Centre
•Customer Education, Website/
portal, Social Media, Voice &
Video stories, Newsletter,
custom Stakeholder
Engagement conferences,
thought leadership white paper
Education,
Engagement
•Training & Capacity Building for
Grounds Team, Employees,
Customer Services Team &
Vendors.
•Employees & Vendor surveys.
Setting & Monitoring
Performance Mgmt. system.
Training &
Performance
Mgmt.
•Collection analytics, Due date
reminders, Turn Key Revenue
Assurance, Collection Centre
and Process Audits
Collections
•Custom Mobile and Web App
for Customer Indexing, MIS,
Performance Monitoring,
Photo Meter Reading, MDM,
Customer Engagement, Billing
regularization etc.
Custom IT
Customer Research | Education & Engagement | Data Analytics | Process Audits &
Improvements | Training | Mobility & IT

Our Knowledge Assets in Utility space
•Learn all about
Utility PPP models,
current tenders,
past bids &
risk/returns
Research Report
•Simulate ROI &
detailed bankability
Financial Model
•Photo Meter Read,
GIS data collection,
Customer
Engagement Mobile
Apps
Mobile IT Apps
•Measure and
Improve service
quality delivered to
end-customers
EUCOPS ©
•Educate, Enable and
Empower your end-
customers for best
cooperation
myUtility.in ©
•Engage all utility
stakeholders
through Local &
Global conference
IUKAN.in ©
•Source best fit
vendors from select
and quality graded
database
Utility Vendor
Directory
•Stay update on
Utility industry, and
get mind share from
2000+ professionals
Blogs & Linkedin
groups
Growing the Industry by Managing Knowledge & Networks, and building enabling
Ecosystem across Utility value chain

Case Studies
Utility Consulting
• Baseline Preparation
• Bid Advisory
• Takeover
• Custom Mobility & IT
• Process Improvements

Baseline Prep & Bidders Engagement for Discoms/ULBs
Services include ..
• Bidding and RFP analytics of all previous DFs
• Recommendations for improvement in baseline
data and RFP/DFA contract terms & conditions
• Preparation of audited baseline data
• Integrated Financial model for Distribution
Franchisee and Licensee with sensitivity analysis to
critical RFP/DFA parameters
• Setting Performance Monitoring Framework for DFs
• Setting up and Managing Online bidding portal for
increased Bidders engagement
Viability modeling for Discom
• We develop integrated Financial model for
Franchisee and Licensee, with all key risks
and transactions modeled for both
entities
• Discom can validate RFP and DFA
suggested enhancements through test run
on integrated financial model and
improvement over business-as-usual
scenario
Building strong Baseline data and model derive investment analysis for Discoms to
host successful Distribution Franchisee PPP
Benefits of strong Baseline and effective Bidders Engagement in raising Power DFs
Strong baseline, with Stakeholder Engagement
Information symmetry, enhanced competition
Timely handover & start of reform cycle
Timely bidding process
Rationale bidding, no litigation
Co-operation from DL, customer engagement,
funding resolved by contract design
Timely payment receipt, overall
positive DF performance
Co-operationprogression

Benchmark Conservative Moderate Aggressive
Units 0 1 2 3
Rate Offered Year 1 Rs. Per unit 2.565 2.900 2.905 3.010
Ratio of Min to Max bid 0.78 0.78 0.78
Quoted Levelized Input Bid
Price (w/o TIR)
3.276 3.420 3.426 3.550
% high from Min. set 0.00% 4.40% 4.58% 8.36%
Assuming AT&C loss reduction trajectory hitting 15% in 5
years
OUTPUTS
Bid Advisory – Technical and Financial
Services include..
• Top Management’s Workshop on portfolio hosting of DF
business and which region(s) to bid for
• Partnership Development for qualified Bid preparation
• Techno-Commercial Due Diligence (DD)
– Key Utility officials, ground staff, Opinion Leaders and
select customers feedback on existing assets (RFP
vetting), electricity service quality, and existing/future
load growth
– Collect and analyse 1° and 2° technical & commercial
parameters in the DF area for understanding the
Network & Customer side performance based on
loading, ageing, failures, outages, collections, arrears
etc.
– Technical inputs & techno economic feasibility for the
capital investment in the identified distribution
network for the following points:
• Renovation & Strengthening of the network
• Meeting the load growth for the DF tenure
• Financial Bid Modeling and Bid Strategy
– All previous ARR and Tariff petition analytics for tariff
trends and identifying other regulatory risks
– Consolidated Financial model building and scenario
analysis to facilitate bid strategy
Clientele & Benefits
• Supported DF bid analysis (Technical
and/or Financial) in Gwalior, Ujjain, Sagar,
Ranchi, Jamshedpur, Dhanbad, Patna,
Bhagalpur, Gaya. Mumbra-Shil-Kalwa
• pManifold’s projected Levelised Input
Price range matches closely with good
price discovered DF bids.
Measuring and collecting site specific supply, demand, consumption, and business
performance Intelligence and supporting Bid Transaction Advisory
Final Bid Recommendations for
sample DF bid
Hidden

Strategic Task Force - STF
 STF works together with Owner and Owner’s organization to discover, define and drive strategic business initiatives
 Provides: Best practices, Strategic Inputs, Implementation hand holding, regular performance monitoring
DF Business
Organization
Business
Owner
pManifold
Team
Viability & Revenue
assurance
Commercial Facts
finding
Baseline validation
Legacy data
analytics
Planned Operations
Structure & Staffing
Sr. people on-boarding
 Employee deputation
Operation Org
structure & Processes
restructuring
Vendors
Sourcing
Resourcing &
Deputation
Project Mgmt.
DF Business Owner’s Key issues
1. Finance: Worrying about
financing the project, and
keeping Investors
lined/interested
2. Resourcing: Building a
resourceful and competent
senior team, and overall
resourcing/staffing
3. Network & Loss
Reduction: Area
determination,
Asset/Network mapping &
Health diagnostics
4. Deputation: Handling Discom
deputation of skilled Senior
and ground staff
5. Data: Making sense of legacy
data and records for useful
Performance dip stick and
readiness to deploy your
billing & vigilance for loss
reduction
6. Vendors: Selection of
vendors and preferably
engaging them on light capex
and risk/return sharing
models
7. Customers &
Stakeholders: opposition
against privatisation with
ransom protests/attacks
BU Head
Efficient Project
Management
WBS of key
activities
Budget & viability
mapping
Risk Management
Knowledge &
Network pool of
DF/Utility experts
Vendors, Service
Providers, Investors
Baseline
Validation
Operations
Structure
Performance
linked Vendor
Partnerships
Vendor Sourcing,
SLAs, Monitoring
Loss reduction
due diligence
Good Stakeholder
Engagement
Stakeholders
Mapping & risk
mitigation
Communications
& Education
pManifold Strategic
Task Force
Engagement Model
for DF Takeover

Client Problem
Solution Approach
Results
Photo Meter Reading Mobile based App and Web
integration with Billing CRM
• Client wanted to outsource its Meter Reading process
and upgrade it to a Photo Meter Reading cycle. They
want to deploy and expand currently used pilot mobile
app, to a scalable and secured application and integrate
with Billing CRM
for a Water 24x7 company with 2.5+ lac consumers base
• pManifold has developed Mobile based Meter Reading
application + Web Application + Hosting + year round
Managed services model to service end-end requirements
• The Mobile and Web App is developed and currently
getting field tested for Phase-1 of deployment with 80K+
customers.
• Key features of Mobile + Web App
– Role-based access to Utility Operations and Billing Team to enable:
• SPMs access zone-wise data
• Management to have overall view of data
• Early identification of exceptions
– Import/Export Data for cross validations and final CIS upload by
Billing Team
– Audit Checks and Workflows to enable SPMs check meter readings
and “Recommend Field Re-visits”
– Meter Reader-wise Workload management for load balancing
DATA QUALITY MANAGEMENT
DATA MANAGEMENT
DATA CREATION
Mobile App
Meter Reading | Location|
Photo | Meter Status | …etc.
Quality Audit Engine
Edit Checks | Automated
Checks | Manual Checks
ONLINE
Data Corrections
Role based access | Edit Logs
Meter Data Store
Reporting Engine
Exception Reporting |
Management Reporting |
Data Tracking
HTTP
AUTH
Administration
Users | Permissions | Backup
Data Import-Export
Pre-defined Formats to be
uploaded into the CIS
Meter Reader Work
Load Management
www.pManifold.com
HTTP
AUTH
HTTP
AUTH
Authorized Access
HTTP
AUTH
Works
Meter
Reading
Mobile
Photo Meter
Reader
Meter
Intelligence
Customer
Information
Bill
Generation
Vigilance
MeterCustomer QAQC
Analytics &
Triggers
> Meter Reading
> Meter Status
Service
Intelligence> Service Status
> Service reports
Meter
Maintenance
Meter
Installation
Customer
Intelligence> Customer
Contact info –
phone/email,
GPS, address,
name, etc,
APPAPP
APP
APP
Management
APP
WEB APP FOR OFFICE STAFF
MOBILE APP FOR FOS
MOBILE APP FOR CUSTOMERS
Inspection /
Indexing
APP
Phase 1
Phase 2
Phase 3
APP
www.pManifold.com 16

Case Studies
Utility Research
• Customer Research
• Market Research
• Employee Research
• Process Audits
• Data Analytics
• Financial Modeling

• 6300+ customers primary survey across 3 states of
MS, MP and Orissa for 5+ new starting DFs, both
Urban and Rural (completed as on Dec. 2012)
• Quantify, measure and support improvements of
very objective of DF, the ‘Customer Satisfaction’
• Help prioritize initial Capex, setup Performance
Management for OperationsTeam and design PR
communications & campaign
• Door-to-door EUCOPS© survey of all socio-
economic category of customers, across sampled
Electrical Sub-divisions and zones.
• High data integrity with use of Technology – GPS &
camera enabled touch-screen mobile phones. Real
time survey form upload and download via GPRS.
Customer Satisfaction Performance Monitoring (EUCOPS©)
Measure Customer Expectations & Perceived
Service Quality Experience and clientele
Mapping Service Quality Indicators across all customer categories on GIS maps
0%
5%
10%
15%
20%
Power,Quality
& Reliability
Customer
Service
Communication
Meter,Billing &
Payment
Price
Information
Access& Rec
Handling
Company Image
Weighted CSI (Perception)
Weighted Order (Expectations)
Gap between Expectations
& Perception of utility’s
Performance
Satisfaction Level across different divisions
Key Observations
n= 1027
n= 340
n= 345
n= 342
Order of Importance
Inferences drawn from GIS map may not be statistically relevant.
HIGHLOW
Relative Order of Importance
Zone 1 Zone 2 Zone 3Overall
n= 1027
FACTOR I: POWER QUALITY & RELIABILITY
5/5/2012Copyright(c)pManifold
A1: Unplanned outages - How satisfied are you with frequency and duration of unplanned outages?
 Around 30% respondents from all 3 zones are
dissatisfied with ‘Unplanned Outages’
 As per customers comments, there is high
problem of ‘Unplanned Outages’ in areas of Zone 3
 Number of client registered Log Complaints is
higher in Zone 3, matching above CSAT results
7%
40%53%
L M H
0% 20% 40% 60% 80% 100%
VS S DS VDS NA
Zone 3
Zone 2
Zone 1
Overall
Download EUCOPS Methodology here

• 1000+ customers primary survey across 40
sampled wards of one urban Maharashtra
town (completed as on Sep. 2012)
• Validate the top line revenue projections
from 24x7 Water project, and facilitated
financial closure of Rs. 1000+ cr. for the
project
• Door-to-door survey of all socio-economic category
of customers, across sampled Electoral wards using
Contingent Valuation Methodology (CVM).
• Benchmarking respondent profile, Water sources
characterization, Opinion on existing MC water
services, Willingness to receive & pay for improved
services, Billing preferences
Tariff Rationalisation & Willingness to Pay (WTP) – Water 24x7
Measure Customer Expectations & Perceived
Service Quality Experience and clientele
Engaging Customers to map their WTP, and educating on benefits of Metering and new PPP
Download WTP Methodology here
Sampled wards

Market Research Report – Power Distribution Franchisee
Key Questions Answered..
• What is potential of Distribution Franchisee (DF)
model?
• Which states are looking to adopt the model?
• What are key risks and challenges?
• How is the bid process and how to analyze critical
contract terms and conditions in the RFP?
• What is a typical Capex Distribution for new DFs?
• What Returns to expect from a DF model, and what
key sensitivity parameters to analyze?
• How has been the bidding scenario and trend in
previous DF bids?
Report Beneficiaries
• Some select companies includes SBI
Caps, General Atlantic, L&T, ABB, Moser Baer, Essel,
Spanco, PNC InfraTech, ACME, SIS, SMS, IRIDIS,
SPML, MEIL
• Offered complementary workshop to their Top
Management to understand report content, and
help them with their entry and investment decision
in DF business
Building Knowledge on new PPP models in Utility Investment and Operations Teams
94.45%
64.96%
46.51%
33.04%
21.77%
11.44%
1.44%0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2.50 2.70 2.90 3.10 3.30 3.50
InvestmentReturns(%)
Levelised Input Price (Rs./kWh)
Sensitivity to Input Bid Price
(fixed capex)
Equity IRR Project IRR
Bhiwandi
(MS)
Agra
(UP)
Aurangabad(
MS)
Nagpur(
MS)
Jalgaon(
MS)
Gwalior
(MP)*
Ranchi
*
Shil-Mumbra-
Kalwa
Bihar Inferen
Contract Period
(long contracts preferred by bidders)
DF contract tenure ha
new tenders settling
meet their reform co
Asset Health in RFP Baseline
(Ageing, Transformer Failure Rate,
etc.)
RFP baseline needs to
details, ageing, R&M
develop rational cape
Revenue & Customer Segmentation
(Absolute Number & Time Trend)
RFP baseline should s
meter types, number
subsidy, payment, co
Performance Guarantee (Inclusion of
Electricity Duty)
DISCOM's risk is bette
towards performance
Minimum Benchmark curve for Price
Bid (No benchmark is favored by
bidders)
Setting no min. bench
innovative in their pr
instead share their ca
Arrear Recovery Sharing (Higher
share is better)
Higher arrear recover
bidders. Ageing data
incentive time period
agitation, if arrear rec
Deputed Employees Terminal
Liability Payment by DF (sharing with
DF is fair)
Sharing part responsi
liabilities (gratuity/pe
supportive to DISCOM
O&M costs).
Mandated AT&C Loss Reduction
Trajectory (No trajectory is preferred
by DF)
A bulk target of reduc
has higher chances o
associated penalities.
could take good time
Penalties for Non Achievement of
Loss Reduction Targets (Lower is
better with bidder)
Keeping low penaltie
guarantee complianc
between bidders will
Treatment of Subsidy (Bid Price to
include subsidy retention by DL. Likely
There is risk for subsi
are suffering it alread
Comparative Review of RFPs, Bidder Preferences & Outlook
Download Executive Summary here

RFP Tracker and Pre-Bid Analytics
We Cover
• Monthly newsletter
• All RFP Tracking & updated DF
Attractiveness Matrix©
• Pre-bid meeting takeaways
• RFP data and Pre-bid analytics
• Interviews of experts
• Much more…
• 1000+ industry Leaders &
Professionals registered with our DF
News Letter services
• A proliferating community of practice
around Power Distribution Franchisee
is built with 700+ Linkedin members
Utility PPP RFP’s Database, News, Intelligence and Analytics on Subscription model
Bihar Pre-bid sample analyticspManifold’s DF Attractiveness Matrix

Employee Engagement & Deputation Policy Design
Primary Survey instrument Design
• Respondent profile: years of service,
designation, class, work areas, education etc.
• Competence: responsibilities, key challenges
faced, suggestions, performance
• Opinion: DF model performance, deputation
with DF, peers influence, adaptation to new
system, work pressure handling etc.
• Preferences for deputation selection: job
security, job clarity, reporting line, facilities,
work culture, salary, training, recognition,
location etc.
• Deputation Salary: awareness, additional
allowance criterion & min. expectations,
special performance incentives criterion &
frequency
• Training: use of technologies in DF, learning
preference, training needs etc.
• Feedback: comments, suggestions,
clarification seeked etc.
Clientele Benefits
• Established and executed Discom
Employees survey methodology, for a
newly starting DF in MP, with
recommendations for appropriate
changes in the base deputation policy
• One of its kind smoothest employee
engagement in DF history
Understand Discom employees expectations & engage them rightly for new PPP
rollout
Training Preferences across different Employee Classes
Trainings Class I Class II Class III Class IV Overall
AMR/AMI 3 0 5 0 8
GIS Based Asset Management 1 1 0 0 2
Distributed Energy Resources and μ-Grid 1 1 1 0 3
Load flow Studies 1 4 2 0 7
DTR Condition Monitoring 1 3 0 1 5
Electricity Pricing and Tariff Determination 2 1 2 0 5
Soft skills 0 1 0 0 1
Smart Grid Communication 1 1 2 0 4
Smart Energy Auditing 2 2 3 0 7
Smart Grid Testing and Compliances 2 2 1 1 6
Protection Systems & Protection Networking 1 3 2 1 7
Open Access Systems 1 2 0 0 3
ERP & IT Systems 1 1 2 0 4
Leadership Programs 3 2 2 0 7
Smart Grid Distribution Automation 2 3 3 0 8
Smart Operation and Management 2 2 3 1 8
DTR Smart Metering and DTR Analytics 1 2 1 0 4
Field Analytics 0 1 1 0 2
Demand Side Management Services 1 1 0 0 2
Billing and Commercial Automation 2 1 4 4 11
28 34 34 8 104

Client Problem
Solution Approach
Results
Quarterly Assessment of Customer Satisfaction with
Business Processes
• Client wanted to monitor each process which interfaces
with the end customer to monitor the challenges being
faced by them and to obtain their feedback and opinions
on various aspects of its service delivery
for a Power Distribution Franchisee company with 4+ lac consumers
• 800 systematically sampled customers were
interviewed for the process that they had used in the
last quarter.
• The results were presented as Management
Dashboards with drill down capability in MS Excel.
• Key improvement Areas for each process was identified
and presented to individual process owners and top
management for action.• pManifold understood the business processes involved and
developed assessment questionnaires covering the key
performance metrics of the process on which the customer
feedback is collected. These primarily include Customer
Satisfaction, Ease of process, Turn-around-Time, Staff behavior and
Non-compliances e.g. additional payments, etc
• Computer Assisted Telephonic Interviewing (CATI) was
used to reduce costs and ensure direct traceability to end
customers.
• 8 customer facing process were covered,
– New Service Connection
– Meter Management
– Customer Service
– Meter Reading
– Bill Distribution
– Complaint Handling
– Collections
– Operations and Maintenance

Financial & Bankability Modeler – Power Distribution Franchisee
Model Covers..
• Tariff orders & RFP parameters trends
• Capital Expenditure Planning
• Depreciation & Working Capital calculations
• Revenue and O&M cost calculations
• Profit & Loss calculations
• Income Tax calculations
• Projected Balance Sheet
• Cash Flows calculations
• DSCR, IRR, Payback period calculations
• Some select companies includes Moser Baer, ACME,
SIS, IRIDIS
• The full powered Excel model with ability to
simultaneously present 50+ scenarios allowed
clients to deeply understand interrelations and
varying sensitivity of different DF bid critical
parameters, and create competitive edge
Building Simulation Library and right Performance Metrics for investment
decision support
Outputs Units Scenario 1 Scenario 2
Total Equity throughout project Rs. Lacs 11,783.78 10,727.81
Equity NPV @ Cost of Equity Rs. Lacs 8,440.66 5,514.26
Project NPV@WACC Rs. Lacs 14,106.41 10,951.30
Equity IRR (MIRR formula) % 27.04% 22.26%
Project IRR @ WACC (MIRR formula) % 21.41% 18.90%
Project Payback years 6.77 7.64
Equity Payback years 6.49 7.78
Average DSCR for period of loan repayment ratio 2.85 2.21
Return on Equity (ROE) % 44.24% 34.25%
Return on Capital Employed (ROCE) % 16.74% 16.17%
Levelised Cost of Supply to DF per unit purchased Rs./unit 5.02 5.42
Levelised Avg. Revenue Realised by DF per unit puchased Rs./unit 5.45 5.88
Average O&M cost per Billed unit Rs./unit 0.40 0.36
Average O&M cost per Input unit Rs./unit 0.34 0.31
Quoted Levelized Input Bid Price (w/o TIR) Rs. Per unit 3.133 3.127
Actual Levelized Input Bid Price (w/ TIR) Rs. Per unit 4.35 4.67
Levelised ABR Rs. Per unit 6.31 6.76
(Levelised ABR)/(Quoted LIP) Ratio 2.02 2.16
(Levelised ABR)/(Actual LIP) Ratio 1.45 1.45
Inputs Units Scenario 1 Scenario 2
Capex Rs. Lakhs 15000 17500
Employee Cost per unit Rs. Per unit 0.2 0.18
Bid price growth rate: choice Curve 1_Minimum 2_Assumed
Bid price growth rate % 1.50% 1.50%
Rate Offered Year 1 Rs. Per unit 2.450 2.475
Equity % % 30.00% 30.00%
Cost of Equity % 14.00% 14.00%
Term Loan Interest rate % 15.00% 15.00%
Annual Technical Loss reduction % 20.00% 17.00%
Annual Non-Technical Loss reduction % 20.00% 20.00%
Collection Efficiency improvement Rate % 10.00% 11.00%
Avg. Tariff growth rate % 5.00% 6.00%
Avg. Billed units growth rate % 13.00% 9.00%
Key Outputs from the Excel Financial ModelKey Inputs to the Excel Financial Model
Hidden

Case Studies
Utility Stakeholder
Engagement
• Events, IUKAN
• Online Community
Building
• Customers
Engagement

IUKAN 2014 CONFERENCE AT DELHI
Power, Water & Waste Utility Stakeholder Engagement biggest Conference
Conference Highlights
Topic Coverage
1. Reinforcing Local Ecosystem for
Reforms
2. Benchmarking Operational
success of PPPs
3. Improving Performance
Contracting of PPPs
4. Innovating Outsourcing with
Service Providers
5. Marketing Mass Behaviour
change in Customers
6. Financing Loss Reduction&
attracting Capital
Program Agenda- Power
Program Agenda- Water
6 power packed sessions each in
2 Parallel Tracks
48 thought leading speakers
250+ participants from
Companies
150+ companies
62 BEST Practices published
from 36 companies
11 Companies Awarded for their
best practices
http://www.iukan.in/conference-
2014
Case
Study

Community of Practices – Power, Water,
Health & IT
Engaging
Social
Media
Power
Distribution
Franchisee
Water
Sector
Reforms
India
Global Life
Science
Business in
India
growIT.in
Using Technology and Social Media to build Knowledge Portals and Professional
Communities (over Linkedin, Facebook, Joomla, Drupal, Wordpress etc.)
• Linkedin Community – PDF, w/ focus to
scale Power Franchisee model in India
• Growing 650+ professionals & Top
Leaders
• Linkedin Community –
WSRI, w/ focus to
expedite Water reforms
• Growing 100+
professionals & Top
Leaders
• Linkedin Community – GLSBI,
major deals, Co-development, M&A,
Joint Venture, out -licensing, In-
licensing of Formulations, OTC
products, drug discovery etc. of
Indian companies with international
firms
• Growing 175+ Global professionals
& Top Leaders
• Portal growIT.in,
connecting Talent and
making local s/w
companies visible globally
• 200+ subscribed IT
companies, 1000+
subscribed readers
• Database, Research
Reports, Articles, News,
Events, Polls, Job portal, IT
SEZ, News letter, Blogs etc.
• 30K+ unique hits in less
than 1.5 year
Blog.pManifold.com is
highest visible blog amongst
Indian utility professionals
Case
Study

Integrated
Customer
Engagement
Monitoring
Customer
Records
Land survey
Online
survey
Mobile SMS
survey
Customer
Facilitation
Center
Collection
Center
Call Center
Distributed
Control
Center
Grievances
Center
Online
Social
Media
Offline
Campaigns
pManifold brings ‘Science, Sense, Integration and
Regularity’ on Customer side of Utilities
Most independently and skipping all hierarchies, we allow you active listening and
acting upon to your ‘Customer voices’ across all touch points and utility processes
Strategic Decisions | Operational Decisions | Revenue Assurance
Informed decisions, in-time actions
Segmentation, Profiling Awareness, satisfaction
Better Customer Engagement + Expedited Loss Reduction
Customer Analytics
 Locally immersed
 Adv. Mobile UIs
 Real time tracking
 GIS integration
 High security
 Vetted Methodologies
 Established processes
 Robust quality control
 Adv. statistics/analytics
 Micro strategy BI
 Strict confidentiality
Reliable Front End
Robust Back End

Know Your
CustomersKYC
Design 2S & 3C
Solutions,
Services ,
Channel,
Content,
Communication
Cocreate
Closely monitor
business
performance &
continuously
improve
Monitor
pManifold’s continuous year round Managed Services for
driving Utility’s Customer side initiatives
4/11/2014
© pManifold. All rights reserved.
23
Engaging Utility Customers well and planning Operations, Revenue Assurance &
Employee + Vendor Engagement around them
Intelligence Education Satisfaction
 Annual Baseline surveys (door-to-
door) capturing Utility Customers (& key
stakeholders) Opinions, Preferences &
Satisfaction (UCOPS©) across all
categories
 Efficient Process/Quality control of
Customer Indexing and rightful data
integration for regular billing and
auditing with utility chosen IT (one time)
 Useful customer insights via Quarterly
Analytics on legacy customer records
and all complaints data
 Identifying Customer Education &
overall PR needs and driving planned
campaigns & weekly communications via
myUtility.in© and appointed PR agency
 Quarterly Design Workshop with
Utility Employees analysing Customer
feedback and designing prioritised
interventions
 Design & quarterly review of Customer
Satisfaction KPIs in Performance
Management System of Utility
Employees
 Continuous Quarterly Customer
Satisfaction monitoring via Telecalling
across key Customer processes like New
Service Connection, Meter Mgmt.,
Customer services, Bills Distribution,
Complaints handling etc.
 Bi-annual Contact centers (CFCs,
Payment centers, Call centers)
Performance Audits
Annual Employee Satisfaction survey,
& Recognition. (Identify Training needs)
pManifoldSolutions
1
2
3
4
5
6
7
8
9

Let’s get in touch…
Joinusinourconversationsat,
Power
Distribution
Franchisee
AT&C
Efficiencies
True
Distributed
Generation
Power Distribution
Franchisee
Community of Interest
Connecting talent & Making
Local companies discoverable
pManifold Insights
Premium & Free Reports,
Presentations, and more…
pManifold
Community Blog
Articles, technical notes.
Talk to us or drop by…
Sandeep Waghmare
+91 98237-58532
Sandeep.Waghmare@pManifold.com
Rahul Bagdia
+91 95610-94490
Rahul.Bagdia@pManifold.com
India (Main office)
741 Byramji Town
Opposite Marina Residency
Byramji, Nagpur - 440001
Maharashtra, INDIA
http://www.pmanifold.com
USA (Liaison Office)
2020 Calamos Ct.,
Suite 209
Naperville,
IL 60653, USA
Mr. Dinesh Jain
+1 630-853-3520
dinesh.jain@pManifold.com
Let’s deploy our insights and actions
for your business to improve and grow!
Water Sector
Reforms - India
Community of Interest

pManifold Utility Practice

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