Customer Overview
The customer is a State Electricity Distribution Company, responsible for power distribution to over 2 million consumers. Operating on legacy billing infrastructure with fragmented consumer data spread across multiple systems, the customer required a rapid, reliable modernization of its revenue management capabilities to improve billing accuracy, reduce disputes, and enable digital service delivery.
Problem Statement / Scope of Work
The customer operated on fragmented, aging billing and revenue infrastructure spread across multiple legacy systems, leading to operational bottlenecks, revenue leakage, and poor customer experience. The utility needed a single, scalable, and cloud-native Revenue Management System that could serve all its entities under a unified platform.
Key challenges and scope
- No single platform – multiple siloed systems handling billing, collections, and customer data with no unified view
- High system losses and revenue leakage due to billing inaccuracies and disconnected data flows
- Legacy on-premise infrastructure creating high CAPEX burden and limited scalability
- Manual, paper-heavy processes for billing and meter reading causing errors and delays
- Need for mobile enablement for 5,000+ field/departmental staff and 10M+ end-consumers
- 30+ third-party integrations required (payment gateways, new connections, government portals)
- Regulatory and compliance requirements for a government-owned public utility
Approach & solution
Build & Deployment
- Oracle CC&B v2.8 implementation including MBC (Meter-to-Bill-toCash) application development across 36M+ consumers
- Full upgrade from Oracle CCB v2.3 to v2.8 — first such upgrade in APAC at this scale
- 30+ third-party integrations with payment gateways, government portals, and government collection systems
- Online Billing System with real-time 360° revenue visibility across all the customer entities
Infrastructure Transformation
- Migrated entire workload to cloud infrastructure — shifting customer from CAPEX to OPEX model
- 24x7 cloud services support, DBA, Network & Security Administration, and MIS support
Mobile Enablement
- Mobile Billing Application extended to 10M+ end consumers for self-service billing and payments
- Departmental Mobile App rolled out to 5,000+ field staff for meter reading and service management
Knowledge Transfer & Training
- 584+ member development and field support team deployed
- 5,000+ training hours delivered | 12,000+ customer associates trained
- 75+ application handbooks and video materials created | 120 total KT sessions
Business Outcomes
25%
Savings on infrastructure costs achieved by transitioning from a capital-intensive on-premises environment to a cloud-native architecture, significantly lowering the total cost of ownership while improving system scalability and long-term resilience.
20%
Reduction in operational costs driven by deploying a mobile self-billing application for field staff, reducing manual intervention in meter reading and billing processes, and freeing resources for higher-value activities across the distribution network.
30M+
Consumers successfully consolidated onto a single, unified Oracle Customer Care and Billing (CC&B) platform, eliminating fragmented legacy systems and establishing a single source of truth for consumer data.
Full
Go-live achieved in 14 months from contract award, delivering one of the fastest large-scale Oracle Utilities implementations globally without compromising on scope, data integrity, or system stability.
Additional outcomes delivered
- Largest single Oracle Utilities implementation in the world — selected over best-of-breed global System Integrators
- Minimal consumer complaints related to bills and payment adjustments post go-live
- Improved cash flow through increased billing accuracy and collection efficiency
- Reduced system losses and enhanced 360° revenue visibility for customer management
- Improved SLA adherence to industry benchmarks; enhanced billing quality and customer satisfaction
- Seamless CCB v2.3 to v2.8 upgrade with zero business disruption