HomeResourcesConference PapersMetering, Billing/CRM Africa: Conference Program 2010

Metering, Billing/CRM Africa: Conference Program 2010

African Utility Week

Metering, Billing/CRM Africa

22 – 25 February 2010

Pre-Conference Workshops

Monday 22 February 2010

Metering, Billing/CRM Africa

Technical Skills Africa

How effective Customer Relationship Management can improve your customer’s experience and give you access vital to the future success of your utility Workforce planning, development and retention
Session 0.2.1

Workshop chairman:
Andrew Strachan, Marketing Manager, SAP, South Africa

Session 0.1.1

Part 1:  Workforce planning

Welcome and opening 
Andrew Strachan
Workshop facilitator:
Yendor Felgate, Managing Partner, Emergence Consulting, Africa and Middle East, South Africa

  • The impact of economic growth on employment – planning for growth and constraint – the case for work force flexibility
  • Types of work force flexibility models and implications for employment patterns
  • How to plan, develop and maintain core competencies using a flexible workforce approach
  • Identifying measures to recognise future skills needs and production requirements in an environment of intensifying skills shortages
  • Using a talent pool approach to overcome skills shortages
  • Partnering with local training and higher education institutions to “breed” more skills
  • Strategic investment in skills development
  • Managing retention and restructuring at the same time
  • Long term career paths – when should you own or outplace skills


  • Examples from Africa and Middle East
  • Strategic case study
  • Capability Mapping toolkit demonstration


Innovative Solutions for a Challenging Utility Market
Michael Lewis 

The IT 4 building blocks for an efficient utility

Strategic IT: The intelligent Utility –Leveraging your data with SAP Business Objects
Lawrence Kandaswami

Protecting your Revenue Stream:  Superior Customer Value Ready for the challenges in Customer Service – Today and Tomorrow : Effective CRM & Billing         
Manti Grobler

High Performing Assets Generation Enterprise Asset Management for Utilities: A clear way into the future
Michael Lewis

How effective Customer Relationship Management can improve your customer’s experience and give you access vital to the future success of your utility Prepayment Metering Workshop Part 2 –  People Management – A success factor for leadership in the workplace

Session 0.2.2

Part 2
Workshop chairman:
Andrew Strachan, Marketing Manager, SAP, South Africa

Session 0.2.3

Workshop facilitator:
Edison Makwarela, Senior Consultant, Industry Association Resource Centre (IARC), South Africa

Session 0.1.2

Workshop facilitator:
Brian Makungo, Training Manager, Kafue Gorge Regional Training Centre, Zambia

Integrated Workforce Management in Utilities.  Ensuring the right people are at the right place at the right time
Simon Orosz 

  • Prepayment systems overview (how prepayment works)
  • Introduction to prepayment meters
    • Overview of prepayment
    • Typical prepayment system
  • Benefits of prepayment systems
    • Benefits to utilities
    • Benefits to customers and the community
  • Standardisation of prepayment systems
  • Factors that impact on performance of prepayment
  • Critical success factors
    • Know why you are implementing a prepayment system
    • Service philosophy
    • Engage customers at all times
    • Sound procurement strategy
    • Set criteria for manufacturers to qualify for tender
    • Set a vendor selection criteria
    • Keep database accurate by doing updates regularly
    • Strong supporting structure
    • Energy balancing
    • Vending management
  • Introduction to online vending systems
    • Online vending model/architecture
    • Advantages of online vending systems
  • Split meters
    • General overview  of split meters
    • Advantages and disadvantages
    • Should utilities use split meters
  • Advance prepayment systems
  • Smart prepayment systems
    • General overview  of smart prepayment systems
    • Advantages of smart prepayment systems
    • Should utilities implement smart prepayment systems
  • Concluding remarks
  • The magic of management – why managing people effectively is critical to management success
    • The benefits and value of managing people well
    • Understanding the risks of poor people management
    • Understanding the precepts of motivating staff in the workplace
  • The mind of the manager – managing emotions
    • Containing my own emotions: remaining calm and retaining composure
    • Understanding the emotions of others: why people behave the way they do
  • Taking the leap – from a technical whiz to a people expert
    • Growing ones own confidence: a manager’s experience that benefits others
    • Expanding one’s range of competence: walking the talk in skills development
  • Mastering conflict – dealing with personal and professional differences
    • The manager’s responsibility of guiding staff
    • Managing crises while retaining the business focus
  • Communicating for results – ensuring your words create the outcome you want
    • Building confidence and security in others: confident people perform better
    • The need and power of feedback: remaining positive for improved performance
  • Managing for the ultimate goal – creating powerful performance
    • Creating a team culture that yields success
    • Competence and commitment for high performance teams
  • Self assessment and projections into the future – ensuring good intentions last
    • A personal action plan for growth as a manager
    • The potential for improvement: leveraging strengths

Leveraging some SAP Experiences in Emerging markets
Shabir Ahmed

Questions and answers

Conference Program Day 1

Tuesday 23 February 2010

Session 1.0.1

Opening/Keynote session
Chairman: Nellie Magubane, Acting Director General, Department of Energy, South Africa

Nicholas McDiarmid, Publishing Editor, ESI Africa, South Africa

09h00 – 09h30

The new Ministry of Energy’s vision for South Africa for the next 4 years
Honourable Minister Elizabeth Dipuo Peters, Ministry of Energy, South Africa

09h30 – 10h00

Powering Africa; creating opportunities; developing human capacity:  A recipe for African growth and integration into the global economy
Amb. Joseph C Wilson IV (ret), CEO, JC Wilson Investment Ventures, United States

10h00 – 11h15

Panel Discussion: Driving investment within the utility sector in Africa
Moderator: Freek Robinson, Manager: Public Affairs, SABC, South Africa


  • Honourable Minister Dipuo Peters, Minister of Energy, South Africa
  • Honourable Minister Barbara Hogan, Minister of Public Enterprises, South Africa
  • Honourable Minister Elias Mudzuri, Minister of Energy and Power Development, Zimbabwe
  • Victor Mathale, International Trade and Economic Development, NEPAD, South Africa
  • Steven Hayes, President, Corporate Council for Africa, United States
  • Admassu Tadesse, Group Executive: International Division, DBSA, South Africa

11h15 – 11h30

Industry accolades: Awards Programme

  • Industry Chief Executive Officer of the Year Award (3rd year)
  • Power Station of the Year Award (5th year)
  • Metering International Excellence Awards (8th year)
  • ESI Excellence Awards

Presented by Honourable Minister Elizabeth Dipuo Peters, Ministry of Energy, South Africa

Session 1.1.1

Choosing the right meter for your requirements
Chairman: Roland Hill, R&D Manager, Landis+Gyr, South Africa

13h30 – 14h00

Pre-payment meters vs. higher functionality smart meters
Brian Mokgele, National Value Chain Manager: Prepayment Operations, Eskom, South Africa

14h00 – 14h30

The business case for smart metering in ‘underdeveloped’ infrastructure scenarios
Kobus van den Berg, Principal Engineer, NetGroup, South Africa

14h30 – 15h00

Matching Rwanda’s metering demands to the right technology
Lucien Ruterana, Commercial Director, RECO RWASCO, Rwanda

Session 1.1.2

Selecting the right meter for your utility
Chairman: Howard Scott, Managing Director, Cognyst Advisors, United States

15h30 – 16h00

The African metering product development landscape – the right capabilities and costs for your business
Howard Scott, Managing Director, Cognyst Advisors, United States

(Presentation not yet available – For further information please contact the web manager: natasha.johnson@spintelligent.com) 

Conference Program Day 2

Wednesday 24 February 2010

Session 2.2.1

Implementing smart metering
Chairman: Silas Zimu, CEO, City Power, South Africa

09h00 – 09h30

Ensuring the successful implementation and expansion of a prepayment site: Case study from Sudan, one of the world’s largest and most successful prepayment sites
Gavin Celliers, Sales & Marketing Director, Conlog, South Africa

09h30 – 10h00

Prepayment expansion and AMR in Tanzania – improving operational efficiency and revenue collection
William Mhando, Head: Marketing and Distribution, Tanesco, Tanzania

10h00 – 10h30

Case study: Smart meter project implementation and roll out
Imraan Mohamed  Marketing Manager, Southern & Eastern Africa (SEA), Itron, South Africa

Session 2.1.2

Managing your profitability – revenue management, collection and metering accuracy
Chairman: Rens Bindeman, Managing Director, Revenue Investigations, South Africa

11h00 – 11h30

The impact of new metering technology on revenue protection processes
Rens Bindeman, Managing Director, Revenue Investigations, South Africa

11h30 – 12h00

Case study: Experiences with prepayment meters and revenue collection in Africa
Tom Phillips, Product Manager, Conlog, South Africa

Session 2.0.1
Closing session

Service delivery: Changing people’s lives
Chairman: Derek Naidoo, Deputy City Manager, eThekwini Metro, South Africa

14h00 – 14h30

Working together for 2010: How local and regional co-operation will ensure a successful Fifa World cup
Ayanda Noah, Managing Director, 2010, Eskom, South Africa

This presentation will be given by the host utility to present the reality of the World cup 2010 and its effect on our resources and power. We need to prepare the industry, the nation and countries bordering South Africa for the increased pressure South Africa will be under with regard to power, water and infrastructure.

14h30 – 15h20

Feedback on sessions
Feedback on the highlights of the two days of conference sessions.  The feedback will be provided by our expert panel. 

After, there will be an opportunity for you to share your views or comments on the industry and any of the discussions that have taken place during African Utility Week with the audience.

  • Renewable Energy: Roy Weinand, eThewkini Electricity, South Africa
  • Metering, Billing/CRM Africa: Roland Hill, R&D Manager, Landis+Gyr, South Africa
  • Generation Africa: Malcolm Fawkes, Senior Manager, Generation Business Learning Faculty, Generation Business, Eskom, South Africa
  • Smart Grids, T&D Africa: Deon Louw, Regional General Manager, EDI Holdings, South Africa
  • Water Utilities Africa: Frank Stevens, Technical Director, eThekwini Water, South Africa

15h20 – 15h30

Closing remarks