At the recent SAP for Utilities event in Huntington Beach, Tracy Kirk, New Jersey gas and electricity utility company PSE&G‘s Manager of Customer Technology gave two talks. The first presentation was about the successful implementation of their SAP HANA project, and the second detailed how PSE&G stepped up customer communications via Twitter in the wake of to Superstorm Sandy.
I caught up with Tracy after her talks and asked her to give a brief synopsis of her learnings.
Tom Raftery: Hey everyone! Welcome to GreenMonk TV, we’re at the SAP for Utilities event in Huntington Beach and I’m here with —
Tracy Kirk: Tracy Kirk from PSE&G.
Tom Raftery: Tracy what do you do for PSE&G?
Tracy Kirk: I am the manager of customer technology there, so we try and bring innovative technology solutions to bear for our customers.
Tom Raftery: Okay, roughly what size is PSE&G?
Tracy Kirk: We are about two and half million homes in New Jersey, homes and business in New Jersey.
Tom Raftery: Now, you participated in a number of talks at the event here. One of them was about SAP HANA. Can you tell us a little bit about that?
Tracy Kirk: Sure. HANA is in memory processing and utilities collect a lot data very high volume, high velocity data and we need to be able to get at it and use it in new ways. HANA is a tool that will allow us to do it and we’ve begun a use case to bring that to bear, to really help the company finances which in turn help all the rate payers and all our customers by helping — make sure that revenue gets billed.
Tom Raftery: So the used case that you were talking about this morning, it was something of the order of a procedure that you were doing. You used to take 26 hours and now it’s taking 60 seconds.
Tracy Kirk: Right. In order to indentify the information necessary to go after this segment of usage, that the company currently isn’t billing. In order to find that, right now, it takes that long to run those queries and sometimes frankly they time out. So we’re not really using the system to its full capabilities. What HANA will do is take all of that data extraction and all of that processing, all of the engine under the hood and turn around and deliver that in 93 seconds instead of 26 hours.
Tom Raftery: That’s an impressive speed bump.
Tracy Kirk: It really is, it’s a beautiful thing to see it come to life after hearing about its promise.
Tom Raftery: And the other talk you gave was around social media, you’ve been using social media?
Tracy Kirk: We have, we started long before Hurricane, Sandy, but during that storm, we found really a whole new level of conversation with the customers and stakeholders in our service territory. People who wanted to find a new way to connect with us during a very unusual event.
Tom Raftery: And the advent of social media for utilities is only starting to kick off now I think, so you are really at the leading edge of this.
Tracy Kirk: Yeah, there are peers of ours who are doing really fine work in different areas. Some of them who are doing a lot of wonderful work with videos, with blogging, with Facebook apps. We started with Twitter and that’s where, where a lot of our effort is gone. We are on Facebook now and we are going into some new areas, so we have a lot of sharing and learning we can do from each other.
Tom Raftery: That’s been fantastic Tracy thanks a million.
Tracy Kirk: Thanks.