Sector Reform and Utility Commercialization (SRUC) Task Order (TO): Support to Papua New Guinea Power Limited (PPL) on Data Management, Metering, and Customer Engagement

based program funded by the United States Agency for International Development (USAID) and implemented by Deloitte Consulting LLP and its subcontractors. The SRUC TO aims to promote utility commercialization and equitable, effective reforms that will enhance the financial viability and long-term sustainability of developing countries' electricity systems. In Papua New Guinea, the SRUC TO is providing technical assistance to Papua New Guinea Power Limited (PPL), PNG's fully integrated, state-owned electric utility. PPL has embarked on the process to deploy an Advanced Metering Infrastructure (AMI) system for its customers with outdated manual meters throughout Papua New Guinea. The project is funded by the World Bank. PPL launched an international request for proposals (RFP) in November 2020 with a closing date in January 2021. The goal of the AMI Project is to strengthen PPL's Revenue Protection Program (RPP), which aims to improve revenue collection by addressing non-technical losses by installing smart metering devices with two-way communications together with an AMI system capable of better meter management, improved meter reading, proper monitoring and reporting, and interfaces to other PPL systems. The approach for this Roadmap is to examine PPL's current status and activities related to the AMI system implementation in order to help PPL manage the transition from analogue/mechanical meters with manual meter readings to smart meters supported by an AMI system. The implementation of this type of AMI project would require a customer and meter database with complete, up-to-date, and accurate data. In addition, numerous changes in business processes, system operations, and management, including resources and staffing, will be required. This will have a cultural, operational, and procedural impact on PPL's current state of business processes and require internal changes. PPL's current AMI Project has several key components, including project status, project goals, project scope, system architecture, and high-level system description and implementation approach. The project status is currently in the planning phase, with a project goal of strengthening PPL's Revenue Protection Program (RPP) and improving revenue collection. The project scope includes the installation of smart metering devices with two-way communications, a meter data management system, and interfaces to other PPL systems. To prepare for the AMI system, PPL will need to address several key areas, including AMI system configuration, readiness in operational activities, smart metering site preparation and communication exceptions, IT and back-end system support, AMI implementation timeline, and project management, HR, and staffing requirements for AMI. PPL will also need to undergo an organizational culture shift and capacity building to prepare for the transition to an AMI system. The SRUC Work Assignment is focused on helping PPL improve its engagement and relationships with its 8,000 largest customers, which represent over 75 percent of its current revenue. The activities will help expand and improve PPL's capacity to effectively manage customer information, strengthen business processes related to the collection and management of customer data, and utilize PPL customer information for billing and collections. The Scope of Work for the "Support to PNG Power Limited (PPL) on Data Management, Metering, and Customer Engagement" Work Assignment has four components: customer database cleansing/realignment/improvement, interim activities on meter management, billing, and collections, loss analysis and customer segmentation, and a tailored customer engagement strategy for PPL's large commercial and industrial customers.