Presentation of the KPI Report

Riyadh, 25 January 2009

Dr. Viren Ajodhia Mr. Daniel dHoop

Dr. Jan Lefers

Experience you can trust.

Confidential

Presentation Outline
Welcome and Project Background KPI Recommendations + Discussion: Generation Transmission Distribution Customer Service Final KPI list

Project Background
Development of Key Performance Indicators for the Electricity
Generation, Transmission, Distribution and Customer Service Activities of the Kingdom of Saudi Arabia

KPI Report

Review existing performance in the KSA Review international practices for KPI application Define main parameters of KPI framework International and local data collection Propose KPI System for the KSA Recommend suitable KPIs Definitions and computations

Generation

Introduction International Practices Existing KPIs in Saudi Arabia Answers on comments Recommended KPIs

Generation International Practices

Victoria (Australia) South (Australia) California, (USA) South Korea Texas,(USA) Netherlands PJM (USA) Malaysia

Key Performance Indicator Availability Factor Capacity Factor Heat Rate Forced outage factor Scheduled outage factor Equivalent outage factor Starting Failure Health, Safety and Environment

Jordan

Generation Saudi Arabia

Performance Indicators Annual Heat Rate (AHR) Planned Outage Factor (POF) Forced Outage Factor (FOF) Forced Outage Rate (FOR) Maintenance Outage Factor (MOF) Scheduled Outage Factor (SOF) Availability Factor (AF) Service Factor (SF) Gross Capacity Factor (GCF) Gross Output Factor (GOF) Average Run Time (ART) Starting Reliability (SR) SEC X X X X X X X X X X X X Marafiq X X X X X X X X X X X X SWCC X Saudi Aramco X

Definitions and mathematical equations according to NERC-GADS and IEEE-762

Definitions are already in use by SEC Remarks of SEC on a few definitions are useful and will
be added to report. Possibility of adding the definitions used SEC as Appendix to the report

Saudi Aramco-KPI
Power Incidents and Reliability Date Base Availability index (total running hours/total period
hours) Reliability index (total period hours-interruption hours/total period hours)

Comments of ECRA, SEC ,Marafiq, Saudi Aramco, SWCC

Reduction of KPIs Weighted pooling of units Heat rate Outages (SOF, POF, MOF) Environment-Standards Environmental Regulation

Generation Recommendations
Table 2.6 Recommended KPIs for Generation. KPI
General information G1 G2 G3 G4 G5 Age of unit Technology Fuel base Gross Maximum Capacity (GMC) Net Maximum Capacity (NMC) MW MW Years Unit Unit Unit Unit Unit

Unit

Level

Operational aspects G6 G7 G8 G9 G10 G11 G12 Capacity G13 G14 G15 G16 Gross Actual Generation (GAG) Net Actual Generation (NAG) Gross Capacity Factor Net Capacity Factor MWh MWh % % Unit Unit Unit Unit Annual Heat Rate (AHR) Availability Factor (AF) Service Factor (SF) Forced Outage Factor (FOF) Scheduled Outage Factor (SOF) Equivalent Forced Outage Rate (EFOR) Starting Reliability (SR) Btu/kWh % % % % % % Unit Unit Unit Unit Unit Unit Unit

G1-G5, G13,G14 are physical data of the unit and no Key Performance Indicators

But background information

Health, Safety and Environment G17 G18 Lost time injury frequency rate (LTIFR) Medical treatment injury frequency rate (MTIFR) inc. / mln hours inc. / mln hours Company Company

Weighted pooling of units pro company

Weighted statistics is recommended for a group of units
with different capacity Larger units have more impact than smaller units Remark: Mathematical equations for calculations will be added in the report

Heat rate is influenced by:

Effect of ambient conditions is large on heat rate Technology (simple cycle, combined cycle, steam cycle,
diesel generators, cogeneration) Fuel type (diesel, gas, crude) Capacity of units (large units have lower heat rate than small units) Net heat rate is not always available. Heat rate on unit level is not always available

Heat rate-Indicative effect of ambient conditions

Steam cycle 10 K increase in cooling water temperature 10 K increase in ambient temperature +2% no impact Gas turbine no impact +1.5 to +2% Combined Cycle +0.5% to +1.2% +0.3% to + 0.6%

Heat rate-Effect of fuel type GE MS7001-SEC-WOA

11,952 kJ/kWh (diesel) 13,894 kJ/kWh (crude oil)

Heat Rate
Heat rate is not used as performance indicator in
liberalised markets by regulators. It is used by plant managers to reduce operational costs (fuel costs). High fuel prices/market fuel prices will encourage plant operators to implement efficient technologies. Heat rate is depending on many factors and benchmarking can only be carried out by comparing units under equal/identical conditions. Proposal heat rate is not a KPI for regulators but have to be submitted to ECRA for background information

Fuel consumption in KSA is high

Solo gas turbines in KSA have a high service factor and a
high capacity factor compared to international standards. This implies that solo gas turbines are used as load following units/medium load and not as peak load.

Outages
SEC is proposing to use maintenance outage factor (MOF)
and planned outage factor (POF). KEMA has proposed SOF(=MOF+POF) Maintenance outage is an outage scheduled on the short term f.i. next weekend Planned outage is scheduled well in advance The distinction between PO and MO is practical from operational point view such planning (power plants and TSO) EFOR is taken into account deration when units are operating at reduced capacity.

Key Performance Indicators

Key Performance Indicator G1 G2 G3 G4 Availability Factor Service Factor Forced Outage Factor (FOF) Scheduled Outage Factor (FOF) Planned Outage Factor (POF) Maintenance Outage Factor (MOF) G5 G6 G7 G8 Equivalent Forced Outage Rate (EFOR) Starting Reliability Gross Capacity Factor Net Capacity Factor Unit % % % % % % Not available yet % % %

Target Yes No Yes No No No Yes Yes No No

Physical plant data-background information

Data Age of unit Unit Years Target No

Technology
Fuel base Gross Maximum Capacity (GMC) Net Maximum Capacity (NMC) Gross Actual Generation (GAG Net Actual Generation Annual heat rate

SC,CCGT,ST, Cogeneration
Natural gas, Diesel, Crude oil MW MW MWh MWh Btu/kWh

No
No No No No No No

HSE (Lost time injury fre. rate &

Medical treatment injury fre. rate

No

Physical plant data-background information

Environmental data have to be submitted in near future to
Presidency of Meteorology and Environment and ECRA These data are more related to procedures, environmental protection standards, permits and licenses. Data have to be monitored by ECRA. This is Environmental Regulation and this should treated separately including reporting (similar as Price Regulation)

Units have to be categorised for benchmarking and different targets will be defined

Solo gas turbines Combined cycle Steam cycles Diesel generators Cogeneration (steam production for desalination, industries etc.)

Transmission
1. Introduction 2. International Practices 3. Existing KPIs in Saudi Arabia 4. Recommended KPIs

Transmission- 1. Introduction
Where to monitor the performance: At the output (continuity of deliveries to the distribution) ? At an intermediate level (availability of components) ? At both levels At none Classic theory of regulation of systems: output signal is regulated

Transmission- 1. Introduction
Transmission: Delivery Points supplied by a meshed network
where N-1 and other security rules (margins) make the service continuity much better than for distribution networks.

Hence TSO regulation less common than DNO regulation:

TSO regulation is sometimes done through approval (or not) of reinforcement plans that lead to an improved or optimized reliability/continuity level.

Transmission- 1. Introduction
Specific difficulty of TSOs: continuity performance depends on Historical parameters (not linkable to current regulation rules)

External constraints

Managerial factors

Transmission- 1. Introduction
Specific difficulty of TSOs: continuity performance depends on Historical parameters (not linkable to current regulation rules) Length and nature of the network (mostly aerial) Design of the network (issues like stranded costs) Age of the components External constraints Environment (lightning, storms, ) Loading (static and dynamic, e.g. for On Load Tap Changers) Managerial factors Organisation, procedures, quality rules Human ressources and their management

Transmission 2. International Practices

Regulation of continuity performance is a learning process,
and trial and error may be part of it

Some countries regulate the output (the continuity) Some countries regulate/monitor components availabilities

Transmission 2. International Practices

Victoria (Australia) New South Wales (Australia) Alberta (Canada) PJM (USA) Portugal Hungary Norway France

Energy Not Supplied (ENS) Average Interruption Time (AIT) SAIDI-T SAIFI-T MAIFI-T ASAI=1-SAIDI-T Number of Outages (per 100km) Average Outage Duration Circuit Availability Transformer Availability Circuit Outage Duration Transformer Outage Duration

Oman

Italy

UK

> 5min < 5min

Tr.2. International Practices: Continuity

Victoria (Australia) New South Wales (Australia) Alberta (Canada) PJM (USA) Portugal Hungary Norway France

Note:customer is either an HV customer or a S/S

Energy Not Supplied (ENS) Average Interruption Time (AIT) SAIDI-T SAIFI-T MAIFI-T ASAI=1-SAIDI-T Number of Outages (per 100km) Average Outage Duration Circuit Availability Transformer Availability Circuit Outage Duration Transformer Outage Duration

Oman

EU countries monitor the output (continuity)

PJM (US) is an ISO and considers continuity as an issue for the network owner only NERC specifies means (reserves) but not continuity targets

Italy

UK

AU, CA monitor more component availabilities

Tr.2. International Practices: Continuity

MAIFI: average frequency index for Momentary Interruptions

in the United States, Egypt, India, Philippines: the limit is set at

5 minutes (as per IEEE 1366 standard: 1998, 2003, 2004);

in the Europe: the limit is set at 3 minutes (CENELEC 1999); in Australia: the limit is set at 1 minutes (ESCV 2007 report)

li: limits

ms: measures

Available PQ info from regulator Regulator power to set stds PQ contracts TSO <> customer PQ Parameters addressed: Slow V variation Fast or tmp V variation Voltage dips Voltage unbalance Voltage harmonics Flicker severity Interharmonics Mains signalling

+ N

+ Y

Oman
-

cp: reg. power to constrain.

co co co co co ms ms ms ms ms

cp cp li cp cp li cp li cpli cp cp

ms

ms ms li ms li ms li

PJM (USA)
-

co: contracts Cust<> TSO

Hungary Portugal Norway France Italy UK

Alberta (Canada)

Power Quality

New South Wales (Australia) Victoria (Australia)

Transmission 3. Saudi Arabia

Victoria (Australia) New South Wales (Australia) Alberta (Canada) MARAFIQ (SA) PJM (USA) SEC (SA) Portugal Hungary Norway France Oman

Italy

Energy Not Supplied (ENS) Average Interruption Time (AIT) = ENS/average power SAIDI-T SAIFI-T MAIFI-T ASAI=1-SAIDI-T Number of Outages (per 100km) Average Outage Duration Circuit Availability Transformer Availability Circuit Outage Duration Transformer Outage Duration CAIDI-T

UK

SIMLI = ENS/peak = AIT*load factor

Transmission 4. Recommendations
Victoria (Australia) New South Wales (Australia) RECOMMENDED Alberta (Canada) MARAFIQ (SA) PJM (USA) SEC (SA) Hungary Portugal Norway France Oman Italy UK

Energy Not Supplied (ENS) Average Interruption Time (AIT) = ENS/average power SAIDI-T SAIFI-T MAIFI-T ASAI=1-SAIDI-T Number of Outages (per 100km) Average Outage Duration Circuit Availability Transformer Availability Circuit Outage Duration Transformer Outage Duration CAIDI-T Number of PQ contracts

SIMLI = ENS/peak = AIT*load factor

Energy Not Supplied (ENS) Average Interruption Time (AIT) = ENS/average power SAIDI-T SAIFI-T MAIFI-T ASAI=1-SAIDI-T Number of Outages (per 100km) Average Outage Duration Circuit Availability Transformer Availability Circuit Outage Duration Transformer Outage Duration CAIDI-T Number of PQ contracts Nb Voltage dev. Duration>10 min Losses in Energy (% of injected)

SIMLI = ENS/peak = AIT*load factor

RECOMMENDED (new)

Transmission 4. Recommendations
RECOMMEND (draft) Victoria (Australia) New South Wales (Australia) Alberta (Canada) MARAFIQ (SA) PJM (USA) SEC (SA) Hungary Portugal Norway France Oman Italy UK

Transmission 4. Recommendations
KPI Unit Level

T1

Energy Not Supplied (ENS) Average Interruption Time (AIT) SAIDI-T SAIFI-T MAIFI-T Out100km NrPQContracts Nb Volt. Dev./yr Losses

Planned/Unplanned/ MWh Force Majeure Planned/Unplanned/ Minutes Minutes per year Interruptions per year Interruptions per year Outages per year per 100 km Number Nb voltage dev.> 10 min Energy losses in % Per area and V level Force Majeure/Gen. Planned/Unplanned/

T2 T3 T4 T5 T6 T7 T8

Force Majeure/ Gen. Planned/Unplanned/ Force Majeure/ Gen. Planned/Unplanned/ Force Majeure/ Gen. Planned/Unplanned/ Force Majeure/ Gen.

Transmission 4. Recommendations
Phasing of KPIs: some tasks have to be planned - Introduction of planned and excluded events beside unplanned ones - Introduction of some new KPIs: ENS, MAIFI-T, Losses - Extension of SCADA on 4% remaining lines, means for verifications
Year of Implementation KPI T1 T2 T3 T4 T5 T6 T7 T7 T8 ENS AIT SAIDI-T SAIFI-T MAIFI-T Out100 km NrPQContracts NbVoltDev Losses (% Engy) 2010 2011 2012 2013

reg

Note for SAIDI, SAIFI: delivery points should preferably be of similar size. Hence, LV and MV customers are supposed not to be supplied by the TSO but by the DNO

Transmission Annex: Comments

From Dr. Ahmed Abdulwahab Comment Response from KEMA Al- Suggest to measure at level Excellent comment: we were envisaging this for the of delivery points (as in future. Depending of ECRA wishes, these KPIs for protecting the Worst Served Customer require however Italy) specific electronic meters that count the number and duration of the interruptions at a given point. Consequently it takes time to be implemented. This is also a good reason for ECRA to consider this issue early rather than later.

Transmission Annex: Comments

From Dr. Ahmed Abdulwahab Comment Response from KEMA Al- Suggest to use System The SM or SIMLI uses the peak load while the AIT uses Minutes (SM) instead of AIT the average load, which is related to the yearly energy. In our experience there are some problems in using the peak load because it is much more volatile than the yearly energy: a combination of factor can affect sharply the peak demand (e.g. sudden heat wave) but not the yearly consumption. Therefore we suggest to maintain the AIT which is also used by a large number of utilities, and is easy to compute.

Transmission Annex: Comments

From SEC Transmission Comment Planned outages should not be included in KPI calculations: they are usually responded to by system reconfiguration to prevent interruption to final customers Response from KEMA We understand and agree that planned outage do not necessarily lead to interruptions. It is helpful to make a distinction between outage (a failure but not necessarily leading to an interruption in the supply) and an interruption (where customers do experience a blackout). We will update the definitions to make this more clear. At the same time, we do recommend that planned interruptions are included in the measurement even though it should be separately highlighted in the reporting statistics.

Transmission Annex: Comments

From SEC Transmission Comment Response from KEMA Outage per 100 km: SEC We would like to discuss this point in more detail with recommends to cancel this SEC. because it is an internalonly KPI

Transmission Annex: Comments

From SEC Transmission Comment Response from KEMA Force Majeure interruptions We fully agree with this and also have proposed that FM should be calculated related interruptions should be measured and reported separately. Even though FM is outside the utilitys separately control, it is still important to measure and report on it.

Transmission Annex: Comments

From ECRA, Fayez Comment Response from KEMA Force majeure: generation We agree with this point and will change the report outage should not be accordingly. More precisely, there will be: considered FM For Transmission KPIs 4 components: Unplanned, Planned, Force Majeure, Generation For Distribution KPIs 5 components: Unplanned, Planned, Force Majeure, Transmission, Generation

Distribution
1. Introduction 2. International Practices 3. Existing KPIs in Saudi Arabia 4. Recommended KPIs

Distribution 1. Introduction
Regulation of continuity of supply considers four types of regulatory instruments:

1. 2. 3. 4.

Publications of performances in the form of selected KPIs Quality contracts between the DNO and the customer Reward and penalty schemes Commitment for Minimum Quality Standards (MQS), also referred to as GSL (Guaranteed Service Level, GSL) The present proposal deals with the 1st and the 2nd of these

(the other measures can be designed later after aquiring a good knowledge of the system and the feasibility of implementation).

 Where to monitor the performance: At the output (continuity of deliveries to the distribution) ? At an intermediate level (availability of components) ? At both levels At none Classic theory of regulation of systems: output signal is regulated
DNOs: Continuity performance is directly faced by customers, and since
the network is operated radially there is a delay to restore service Compared to TSO, a single event does not lead to a black out, hence less visibility of an interruption, more risk for negligence

Distribution - 1. Introduction

Distribution 2. International Practices

Victoria (Australia) New South Wales (Australia) Portugal Hungary Norway Canada France

Oman

Average Indicators SAIDI SAIFI MAIFI CAIDI ASAI TIEPI (=AIT) ENS Out100km: nb outages per grid length

()

USA

Italy

UK

about 24% of the US utilities are monitoring MAIFI

Distribution 2. International Practices

Victoria (Australia) New South Wales (Australia) Portugal Hungary Norway Canada France Oman USA Italy UK

Average Indicators SAIDI SAIFI MAIFI CAIDI ENS Out100km: nb outages per grid length

()

> 5, 3, 1 min < 5, 3, 1 min

Worst-Served Customer Indicators Longest Interruption (MaxD)

Maximum duration of interruption (MxDYr)

Maximum number interruptions (MxNrYr)

Improving the average performance is good, but is it really protecting all customers ?

Distribution 3. Saudi Arabia

Victoria (Australia) New South Wales (Australia) SA-SEC Distrib. SA-Marafiq Portugal Hungary Norway Canada France Oman USA Italy UK

Average Indicators SAIDI SAIFI MAIFI CAIDI ASAI TIEPI (=AIT) ENS Out100km: nb outages per grid length Worst-Served Customer Indicators Longest Interruption (MaxD)
Maximum duration of interruption (MxDYr)

()

Maximum number interruptions (MxNrYr)

Distribution 4. Recommendations
Victoria (Australia) New South Wales (Australia) RECOMMENDED SA-SEC Distrib. SA-Marafiq Portugal Hungary Norway Canada France Oman USA Italy UK

Average Indicators SAIDI SAIFI MAIFI CAIDI ASAI TIEPI (=AIT) ENS Out100km: nb outages per grid length Nb PQ Contracts Worst-Served Customer Indicators Longest Interruption (MaxD)
Maximum duration of interruption ( MxDYr)

()

To be discussed: ENS is useful for planning, not for customer protection

Maximum number interruptions (MxNrYr)

Proposed for later, at MV level

Distribution 4. Recommendations
Victoria (Australia) New South Wales (Australia) RECOMM. (draft) RECOMM. (new) SA-SEC Distrib. SA-Marafiq Portugal Hungary Norway Canada France Oman USA Italy UK

Average Indicators SAIDI SAIFI MAIFI CAIDI ASAI TIEPI (=AIT) ENS Out100km: nb outages per grid length Nb PQ Contracts
Nb Voltage dev. Duration>10 min Losses in Energy (% of injected)

()

To be discussed: ENS is useful for planning, not for customer protection

Worst-Served Customer Indicators Longest Interruption (MaxD)

Maximum duration of interruption (MxDYr)

Proposed for later, at MV level

Maximum number interruptions (MxNrYr)

Distribution 4. Recommendations:Phasing
Year of Implementation KPI D1 D2 D3 D4 SAIDI SAIFI MAIFI CAIDI 2010 2011 2012 2013

reg

Main new features PQ Contracts D5 Nb Volt Dev to be introduced: D6 Losses (area) - Introduction of planned and excluded events beside unplanned ones (separate exclusion because TSO origin from because Force Majeure) - Introduction of some new KPIs: MAIFI, Nb Voltage Deviations - Extension of SCADA on MV remaining lines (if benefits in network reliability are higher than the system cost), means for verifications - Extension of KPIs to LV customers - Preparing further KPIs: ENS, worst-served customers

Distribution Annex 1: General Issues

1. KPIs should be oriented to customer protection

2. For a given objective, a limited set of KPIs should be enough

3. Information must be collected in a uniform way by all distributors to
ensure fairness for them and equality of treatment for customers

Distribution Annex 2: Practical Issues

1. Procedures for measuring should be clearly defined so that the
data can be audited: we suggest to start from existing procedures; hence we need a description of these. Typically 4 steps: Registering interruptions: Start: SCADA and registering of customer calls (telling the customer the code number of the/his interruption for enabling faster info to be provided if required) Stop: when checking the supply is back for the customer group Computing the indicators, using an up to date network connectivity model and customer DBs for estimating Nb of affected customers Reporting to the regulator: a form will be set Verifying : enabling audits (Co. to describe their procedures: qual.)

Distribution Annex 2: Practical Issues

1. Procedures for measuring should be clearly defined so that the
data can be audited: we suggest to start from existing procedures; hence we need a description of these. Typically 4 steps: Registering interruptions: Start: SCADA and registering of customer calls (telling the customer the code number of the/his interruption for enabling faster info to be provided if required) Stop: when checking the supply is back for the customer group Computing the indicators, using an up to date network connectivity model and customer DBs for estimating Nb of affected customers Reporting to the regulator: a form will be set Verifying the reliability of the figures : enabling audits
Could SEC & Marafiq describe their 4 steps ?

Distribution Annex 2: Practical Issues

1. Interruption Type (Planned and unplanned): if planned, what is
important is the notification: a notice delay (days) is to be set.

2. Interruption Classification : momentary (short) or sustained (long) 3. Interruption Number of affected customers

4. Interruption Origin: In order for the regulator to put pressure on

issues where there is room for improvements, for each interruption : search of origin A coding of origin location is to be set

5. Interruption Cause/FM: list of causes to be approved by regulator

Could SEC & Marafiq describe their file format, location ?

Distribution Annex 2: Practical Issues

1. Interruption Type (Planned and unplanned): if planned, what is
important is the notification: a notice delay (days) is to be set.

2. Interruption Classification : momentary (short) or sustained (long) 3. Interruption Duration 4. Interruption Number of affected customers

5. Interruption Origin: In order for the regulator to put pressure on

issues where there is room for improvements, for each interruption : search of origin A coding of origin location is to be set

6. Interruption Cause/FM: list of causes to be approved by regulator

Could SEC & Marafiq describe their file format, location ?

Distribution Annex 2: Practical Issues

Presently, SEC Distribution uses a detailed list of causes: N1-74: Defaults of components (cable, joint, pole, jumper, line) N75-84: Transient fault due to ext. agent, rain, wind, storm, unkn. N85 Fire from external cause N88 Load shedding (for frequency control) N89 Fault due to bird/animal N90 to 96: due to protections (overloads,), mal-operations N98 tripping of generators (supplying at transmission level) N99 Loss of transmission supply N100 Tripping of generator (supplying at distribution level) Seems ok: exceptional events (regulatory causes) will be out of KPI In addition, it allows operators to identify KPI per manufacturer/parts Good visibility is the key for understanding and efficiency

Distribution Annex 3: Comments

From Majed Alsalem Comment Response from KEMA Power quality These aspects can all be captured in a PQ contract. We measurements need to be believe it will be helpful to clarify our suggested approach of the PQ contract in more detail during the mandatory meetings. Voltage variation and frequency needs to be Frequency variations are usually not disturbing the consumers and the first components to be affected addressed are in fact the auxiliaries at generation plants. Voltage level variation should be added Now, PQ contracts have been removed and replaced by voltage deviation: still to be defined

Fayez

Majed Alsalem

Distribution Annex 3: Comments

From Fayez Majed Alsalem Comment CAIDI should considered also Response from KEMA be CAIDI is equal to SAIDI/SAIFI and as such provides relatively little added information as an indicator. Nevertheless we can consider further whether or not to include this as a KPI. Now, CAIDI is considered as added to the list of KPIs

CAIDI should be added

Distribution Annex 3: Comments

From Fayez Dr. Abdullah Comment System losses are included for T and D Response from KEMA not We are very aware of the point about network losses and plan to discuss this further with ECRA during our visit. As we discussed in the report, network losses Replace T7 with amount of should ideally be dealt with via the price regulation investment and loss but we are surely open to discuss this issue in more reduction detail. Network losses should be included Now, losses are considered as added to the list of KPIs

Legal advisor

Distribution Annex 3: Comments

From Dr. Ahmed Abdulwahab Dr. Abdullah Dr. Abdullah AlComment Suggest to use KPIs also at feeder level and area level Reporting at voltage levels? different Response from KEMA The distinction between voltage level (medium, low voltage) and category (urban, rural) is a very good suggestion. True, to much extent, monitoring these indices at a more detailed level (area, feeder, etc) can be a tool for the utility to observe where the problems are the most significant. From the regulatory perspective it may be considered somewhat intrusive to define the KPI at e.g. feeder level. Now, the various KPI are considered as broken down into categories (urban, suburban, rural, isolated), voltage levels (MV, LV) and areas (18 areas ?)

Segregation into urban and rural categories

Distribution Annex 4: Pending issues

Number and types of areas/voltage levels delivery points : Separate urban, sub-urban, rural values for the KPIs per area (18?) Separation of voltage levels (LV and MV for distribution), HV for T. Recommendation: If feasible, launch a customer survey to Estimate the inconvenience level (cost) of interruptions for the
customer, the value of ENS, SAIDI, SAIFI Record load curves for estimating the ENS of long interruptions (one year measurement campaign, setting customer groups) Request - We expect from the companies: The KPI values of the 3 last years A more detailed description of the existing calculation for the KPIs (file format, client database, network connectivity DB: quality ctrl.) Data flow for Volt deviation: range ? visit of dispatching ?

Customer Service

Introduction International Practices Existing KPIs in Saudi Arabia Recommended KPIs

Customer Service International Practices (1)

Pennsylvani a (USA) KPI Providing supply Time to Supply - Existing connections Time to Supply - New connections Time to reconnection following lack of payment Time to respond to failure of supplier's fuse Time to solve meter problems Complaint handling

Time to solve complaints

Frequency of complaints Frequency of billing complaints Frequency of revised bills

Alberta (Canada) New South Wales (Australia) Victoria (Australia)

Hungary

Vermont (USA)

Norway

France

Italy

UK

KPI Punctuality Late time at appointments Waiting time call centre Waiting time in customer centre Time to estimate charge for works Time to execute works Amount of time given before interruption of supply

Victoria (Australia)

New South Wales (Australia)

Alberta (Canada)

Vermont (USA)

Customer Service International Practices (2)

Pennsylvania (USA)
Hungary Norway France Italy UK

Customer Service Saudi Arabia

KPI
Customer satisfaction Billing accuracy Network coverage Speed of providing connection

SEC
X X X X

Marafiq
X X

Restoration supply after non-payment

Complaint resolution

Customer Service Recommendations

KPI C1 Average Time to Supply Existing Connections (ATSE) Unit days

C2
C3 C4 C5 C6

Average Time to Supply New Connections (ATSN)

Average Time to Reconnect After Payment (ATRAP) Average Time to Resolve Complaints (ATRC) Frequency of Billing Errors (FBE) Punctuality in Keeping Appointments (PKA)

days
hours days % %

Feedback and Comments

From Dr. Abdullah Comment Add: Time to solve meter problems Time to solve complaints Frequency of complaints Waiting time call center Time before interruption of supply Time to execute works Waiting time call center: should also be included C1 needs more clarification Add: Call center average waiting time , Calls answered/Calls received Also include: 1. Phone centre: average time to answer, cooperation of staff, and 2. Measurement of customer satisfaction Marafiq also performs customer satisfaction surveys Marafiq also performs annual customer gatherings

Fayez Fayez Majed Alsalem Legal advisor Marafiq Marafiq

Customer Service Updated Recommendations

KPI C1 C2 C3 C4 C5 C6 Average Time to Supply Existing Connections (ATSE) Average Time to Supply New Connections (ATSN) Average Time to Reconnect After Payment (ATRAP) Average Time to Resolve Complaints (ATRC) Frequency of Billing Errors (FBE) Punctuality in Keeping Appointments (PKA) Unit days days hours days % % Target Yes Yes Yes Yes Yes Yes

C7
C8 C9 C10 C11

Average Time to Solve Meter Problems

Frequency of Complaints Average Waiting Time Call Center Time before Interruption of Supply Time to Execute Works

days
# min days days

Yes
Yes Yes Yes Yes

Thank you for your attention!

Viren.Ajodhia@kema.com

Experience you can trust.