Brian Mokgele and Kevin Venketiah Eskom Online Vending Pilot Lessons Learnt

Eskom Online Vending Pilot Lessons Learnt Discussion Items Introduction Current Vending in Eskom Vending Process Offline Vending Issues Key Change Drivers Pilot Objectives System Architecture Pilot Site Requirements Pilot Results Impressions and Intentions Eskom Online Vending Pilot Lessons Learnt

Introduction Eskom has over 3 million prepaid customers, served by almost 1600 Vendors The intention is to grow this vendor base improving customer service using online vending This paper presents the findings of the online vending pilot Eskom Online Vending Pilot Lessons Learnt

Current Vending in Eskom Credit dispensing units are offline and geographically dispersed Distributed databases Data transfers are achieved via disk transfer or modem Vendors have been migrated from credit vending to the Upfront vending model Credit is managed in the CDU hardware Eskom Online Vending Pilot Lessons Learnt

Vending Process Eskom Online Vending Pilot Lessons Learnt Vendor Banks upfront Bank deposits received Credit encrypted Credit file sent to CDU via SMS Vending permitted Data transfers

Eskom Online Vending Pilot Lessons Learnt Offline Vending Issues Customer data not synchronized Transactions not uploaded regularly Vending points not always easily accessible Vendor credit management Opportunities for fraud Theft of equipment

Eskom Online Vending Pilot Lessons Learnt Key Change Drivers Increasing vending footprint Technology advancements and the reduction in comms costs Evolving customer requirements Reducing security risks

Eskom Online Vending Pilot Lessons Learnt Pilot Objectives Server compliance Evaluate the XML Vend specification Establish comms performance and reliability Determine costs Identify potential risks and contingencies Impact on business processes Supplier support capabilities

Eskom Online Vending Pilot Lessons Learnt System Architecture Server: Vending Customer db Credit Mang. System security: Prevents unauthorized access XML Vend comms protocol over GPRS Network Vending Clients: Desktop PC loaded with the vending application

Eskom Online Vending Pilot Lessons Learnt Server specs Hewlett Packard Web Server Oracle Database (on a separate machine) Security module cluster IAS Server Client/terminal information Hewlett Packard Pentium 4 MT-85 card reader/writer USB based sim card for the (SSL Private key and X509 certificate Epson receipt printer UPS backup

Eskom Online Vending Pilot Lessons Learnt Pilot Site Requirements Six geographically dispersed pilot sites Sites were rural and urban Customers should have STS meters Vendors were on an Upfront contract GPRS communications must be available Sites should be easily accessible if support is required

Eskom Online Vending Pilot Lessons Learnt Jane Furse Bishop Lavis Warrenton Newlands Margate Vereeniging Pilot Sites Server: Bellville

Eskom Online Vending Pilot Lessons Learnt Pilot Results Statistics Evaluation CriteriaValueExpected Results Actual Results Server uptime1920 hrs99%99.73% Transactions vended %99.93% Credit file processing14599%97.24% Customer file download6990%100% Transaction uploads3490%91.18%

Eskom Online Vending Pilot Lessons Learnt Typical Problems Most problems related to the vending client, but not part of this evaluation Server configuration problems Transaction duplication Demo tokens XML Vend shortcomings Vendor unable to view credit updates Vendor cannot reprint bank batches Provision to make ad hoc bank deposits

Eskom Online Vending Pilot Lessons Learnt Benefits Achieved Centralised customer database improves customer services Accessibility FBE Improved vendor credit management Real-time availability of transaction data and other statistical information Reduced risk of secure module theft

Eskom Online Vending Pilot Lessons Learnt Lessons Learnt Server uptime was satisfactory but system redundancy is required for 99.99% availability Network is stable but not perfect Slow communications can be frustrating Client user interfaces should be simple XMLVend specification shortfalls identified Server location and system monitoring Technology must supported by strong business processes

Eskom Online Vending Pilot Lessons Learnt Impressions and Intentions Brian Mokgele

Eskom Online Vending Pilot Lessons Learnt Thank You