508

Siemens Energy Sector Power Engineering Guide Edition 7.1

Services & Support

10.1 Asset Services

510

10.1.1 Network Services

511

10.1.2 Substation Modernization Projects

514

10.1.3 Monitoring and Diagnostics

514

10.1.4 Cable Services

515

10.1.5 Transformer Services

516

10.1.6 Switchgear Services

516

10.1.7 Service Programs

518

10.1.8 Energy Customer SupportCenter

518

10.2 Siemens Power Academy TD

519

10.3 Metering Services

521

10.3.1 Portfolio Overview

521

10.3.2 Data Collection

523

10.3.3 Data Management

523

10.3.4 Revenue Management

523

10.3.5 Smart Metering

523

10.3.6 Meter Data Management Solution

523

10.3.7 Demand Response Management Software  525

10

Siemens Energy Sector Power Engineering Guide Edition 7.1

509

10 Services & Support

10.1 Asset Services
Asset Services provide expert solutions and services for power
supply systems in the areas of power transmission, power
distribution and industrial energy supply that keep the network

10

510

Siemens Energy Sector Power Engineering Guide Edition 7.1

infrastructure on the cutting edge in terms of lifecycle, reliability

and environmental friendliness. Such expert solutions and
services include Siemens state-of-the-art retrofit.

Services & Support

10.1 Asset Services

Unscheduled OPEX

CAPEX
Network
Services

Scheduled OPEX Programs

Advisory Services & Asset Management

Monitoring &
Diagnostics

Monitoring
Systems

Substation
Modernization

Substation
Modernization/
Green Solution

Audits &
Assessments

O&M
LTM
ROS

Cable &
Line Services
PMI
Transformer
Services

Installation/
Retrofit/
Upgrade/
Extension

Reactive
Maintenance/
Spares/
Repairs

Switchgear
Services

Planned
Maintenance
& Inspection

Remote
Operational
Support

Long-Term
Maintenance

Operation &
Maintenance

Fig.10.1-1: A
 sset services portfolio

10.1.1 Network Services

Network Services solutions from Siemens deliver the decisive
plus in reliability, quality and efficiency throughout the entire
power system.
The comprehensive portfolio of Network Services solutions
comprise advisory services, asset management and a wide array
of operation, management and maintenance packages all
provided by professionals with many years of experience and a
proven track record in power technology applications and the
energy business. In a nutshell, Siemens helps making the most
of a given power system in terms of efficiency, reliability and
profitability (fig.10.1-2).
Operation and maintenance (O&M) services
Siemens provides a wide array of operation and maintenance
services as well as care-free packages that deliver a guaranteed
level of performance for power supply infrastructure facilities.
Siemens works closely with asset owners and/or operators to
develop balanced service solutions tailored to each specific
situation. These solutions are designed to meet the needs and
expectations of customers as far as the technical, financial and
regulatory performance of their assets are concerned.
The Siemens approach to the provision of O&M services is
proven every day. The key to success is combining the organiza-

Operation and Maintenance Services (O&M)

Long-Term Maintenance Services (LTM)
Private Investors/Developers
Asset
Management
Services

Power Utilities & Industries

Advisory
Services

Cities, Infrastructure Operators & EPCs

Public Institutions & Regulators

Fig.10.1-2: Comprehensive solutions for system operators

10

tions global expert knowledge of asset management and network analysis with local knowledge of the specific network
conditions (that is, global competence delivered locally).
Customers include public or private utilities, industrial organizations, private/equity investors, or real estate development
companies from many countries around the world.

Siemens Energy Sector Power Engineering Guide Edition 7.1

511

Services & Support

10.1 Asset Services
Siemens portfolio of O&M services includes the following
elements (see also fig.10.1-3):
Operation services (e.g., 24/7 control room operation, metering, energy automation)
Long-term maintenance services (e.g., field services, emergency response, supply chain management)
Management services (e.g., asset strategy planning, transition
& change management)
Special services (e.g., lifecycle management, network extensions, substation refurbishments)
Customer services (e.g., call center, customer support, billing,
revenue collection)
Support services (e.g., human resources, logistics, quality
management).

Management
Services
Special
Services

Operation
Services
O&M
Services

Customer
Services

Long-Term
Maintenance
Services

Support
Services

Fig.10.1-3: Core elements of O&M services

In a typical engagement, the management of an entire power

supply system or specific targeted portions/functions thereof is
transferred to Siemens for a fixed period of time. Investment
decisions and individual core functions may remain with the
asset owner or may be assumed by Siemens. The operational risk
is transferred to Siemens, and key performance indicators (KPIs)
and/or service programs are established to guarantee the agreed
technical and budget performance.
Siemens provides O&M services for:
Transmission & distribution networks
Wind farms electrical balance of plant systems
HVDC and FACTS facilities onshore or offshore.
O&M services for wind farms:
Siemens provides O&M services for onshore or offshore wind
farms interconnected to the power system using conventional
AC or HVDC technology.

Fig.10.1-4: Wind farm in Italy, operated and maintained by Siemens

Examples of the scope of O&M services for wind farms include

(fig.10.1-4):
Electrical balance of plant (HV, MV, LV and DC systems, SCADA
and telecommunication systems)
Buildings and other civil infrastructure
Ancillary facilities (e.g., lighting equipment, network data systems, etc.).

10

O&M services for HVDC and FACTS:

Siemens provides services for a wide range of power-electronicsbased facilities including long-distance (overhead and underground/undersea) and back-to-back HVDC installations, as well
as Static Var Compensators (SVC), Thyristor Controlled Static
Compensators (TCSC), and other similar FACTS devices.
Examples of customized services for HVDC and FACTS installations include the following (fig.10.1-5):
Maintenance (preventive, corrective)
First line of support (for immediate fault analysis and repair)
Second line of support (for complex fault analysis and repair)
Development of maintenance strategies
Remote maintenance activities, such as monitoring, fault analysis
and diagnostics/repairs of control and protection systems
Spare parts management.

512

Siemens Energy Sector Power Engineering Guide Edition 7.1

Fig.10.1-5: HVDC system in Scotland, operated and maintained

bySiemens

Services & Support

10.1 Asset Services

Independent
Assessment

Development
Condition Assessment
Inventory, Diagnostic,
Testing, Monitoring
Acquisition
Planning, Design,
Procurement, Commissioning
Licenses, CapEx

Maintenance
Time Based (TBM), Condition
Based (CMB), Reliability
Based (RBM), Rehabilitation,
Replacement, Costs

Implementation
Assistance

Financial Management
Accounting, Taxes, Revenues,
Expenses, Cash Flow, Legal

Asset Management
Program

Operation
Balance Run Time,
Best Efficiency Point,
Energy Management, Costs

Risk Management
Regulatory, Environmental,
Health and Safety, Quality
of Service, Financial

Disposal
Rescue Value,
Environmental, Legal

Performance
Follow-up

Fig.10.1-6: C
 ore elements of asset management services

Asset management services

Siemens asset management experience, processes and metho
dologies enable asset owners and/or operators to increase the
profitability and efficiency in the use of their assets while at the
same time safe-guarding required quality levels and minimizing
life-cycle costs.
Asset management services by Siemens leverage a number
ofadvanced methodologies and tools, including independent
condition assessments and reliability centered asset management (RCAM). Siemens asset management support services
include (fig.10.1-6):
Independent assessment
Development
Implementation assistance
Performance follow-up
of Asset Management Programs (AMP).
Siemens provides recommendations that are completely independent from product, construction or equipment sales of other
affiliates. Indeed, our recommendations are vendor-neutral and
well accepted by third parties such as lenders and other financial
institutions.
Advisory services
Siemens advisory services enable power asset owners and
operators to get the most out of their assets while providing
options to improve performance. The analysis looks at every
material issue from a holistic vantage point. Answers and
recommendationsexplicitlyrecognize that every decision
hastechnical,economical and regulatory implications.

Technical Review/
Condition Assessment
Assets
Business
Site Visits
Environmental/Permits
OpEx
Standards
Staffing/Equipment/Tools
Budgets

CapEx
Demand Projections
Budgets/Programmes
Historical/Future

Risk Analysis
Technical
Institutional
Regulatory
Other

Fig.10.1-7: Core elements of advisory services

The results provided by our due diligence/advisory services

enable Siemens customers to:
Gain an insight into the correlation between technical decisions and their business implications (e.g., on network cost
and service quality)
Build a sound approach for evaluating the relevant aspects
ofthe system expenditures program, with objective and documented decisions
Increase the efficiency of resource utilization while safeguarding the required quality of service levels in the long run.

10

Fig.10.1-7 provides an overview of the core elements of

Siemens Advisory Services.

Siemens Energy Sector Power Engineering Guide Edition 7.1

513

Services & Support

10.1 Asset Services

10.1.2 Substation Modernization

Projects
Because top priority is given to operational continuity in substations and power systems, any long-term maintenance, modernization and system rehabilitation must be precisely planned.
These are the right opportunities for OEM(Original Equipment
Manufacturer)-driven service projects. Siemens offers a variety
of corresponding service solutions for extending the lifespan
and size of the substation, or for its modernization. Countless
examples worldwide serve as references for successfully executed service projects.

10

10.1.3 Monitoring and Diagnostics

Gas density monitoring monitors the gas tightness with functions

like inventory management, trending, and prediction of alarms.
Gas density monitoring receives its signals from SF6 density
transducers which operate with a 4 to 20mA current loop technology for high noise immunity. The result is a full SF6 inventory
management system, capable of providing advance warning of
SF6 leaks with highest accuracy. The very high accuracy measurement, combined with smart software functions, enables optimal
and profitable gas density monitoring for high-voltage gas-insulated switchgear.

Monitoring systems
The condition of your assets is highly relevant to your decision
making about service or replacement. With insight into the
condition of the assets, the transition to Condition Based Maintenance (CBM) can take place. Minor failures can be repaired
before they turn into a major problem and a breakdown occurs.
Siemens offers both on-site one-time audits (see chapter 10.1.6
Audits and Consulting) and online condition monitoring as a
stand-alone or integrated system.

Partial discharge monitoring monitors the condition of the

dielectric strength of the high-voltage gas-insulated switchgear.
The product is based on more than 20 years experience of
on-line UHF (ultra high frequency) partial discharge monitoring
measurement, and includes OEM experience integrated into the
product. Functions like automatic pattern recognition and the
use of external noise detection complement the offer. A proper
state of the dielectric strength is the key for safe and reliable
operation of the GIS.

With Integrated Substation Condition Monitoring (ISCM),

Siemens provides online asset condition information through a
comprehensive range of innovative tools for diagnostic analysis.
Through prediction and prevention of equipment failures, ISCM
products and services protect the customers company image as
well as his investment. The integrated monitoring system guarantees minimum downtime, maximum asset performance,
nearly real-time rating, and an extended lifespan.

As a manufacturer of power transformers, Siemens integrated all

engineering, manufacturing and maintenance knowledge into
the transformer monitoring products. As a high-end solution,
SITRAM CM is scalable up to most comprehensive monitoring
functionalities with a high level of flexibility and customization.

ISCM products and services are a fundamental prerequisite for

securing the customers required performance level, and with it,
long-term entrepreneurial success. The Siemens ISCM solution,
customized to the individual requirements of the substation,
monitors all relevant components of the power supply system
from transformers and switchgear to overhead lines and cables.
It can be seamlessly integrated into the existing substation
communication and visualization infrastructure, from simple bay
controllers to high-end control center applications. Siemens
offers one integral solution for all network assets.
ISCM products and services provide a highly reliable solution,
based on expert knowledge and advanced technology. With its
unique proficiency and experience along the entire energy
conversion chain, Siemens is ideally positioned to supply a
sophisticated, comprehensive monitoring concept that covers all
equipment within the power supply.
ISCM products and services for high-voltage gas-insulated
switchgear and transformers
Siemens gas density monitoring (GDM) and Siemens partial
discharge monitoring (PDM) ensure reliable and profitable
monitoring of high-voltage gas-insulated switchgear.

514

Based on more than 20 years of experience, Ultra High Frequency (UHF) partial discharge monitoring and gas densitiy
monitoring provide significant insight in the condition of highvoltage gas-insulated switchgear.

Siemens Energy Sector Power Engineering Guide Edition 7.1

Siemens Transformer Condition Monitoring is a standardized

product with high modularity. Transformer monitoring analyzes
the important influences on transformer aging. The collected
data received from fixed sensors cover the most essential measures to gain a clear indication of the transformers condition.
All ISCM products are available as stand-alone products or can be
integrated in a Substation Monitoring Project.
Asset data management
Substation Monitoring Projects integrate all monitored assets in
one platform the ISCM platform. A single screen pictures the
condition of all assets, and operators can grasp at a glance if and
for which asset preventive action is required. Starting with a
complete substation view, a problem is indicated and assigned
to the affected asset.
The collected condition monitoring data is the basis for a profound diagnosis. Diagnosis can take place within intelligent
sensors, or afterwards by evaluating the collected data. To get
optimal results, Substation Monitoring Projects perform both.

Services & Support

10.1 Asset Services

The ISCM platform supports a fast, high-quality decision making

process regarding further actions in case of alarm signals and
warnings. Generated tendency indications help to decide
whether an alarm needs immediate action or scheduled maintenance. Furthermore, guidance to fault locations and an adequate risk assessment is presented to the system user with
explicit messages.
Remote services
Siemens provides remote supervision and expert support
worldwide through Remote Diagnostic Centers. Siemens remote
services comprise:
Hosting of your condition monitoring product or Substation
Monitoring Project:
Save on investments and operational cost for your own dedicated monitoring system, but have full functionality and related financial benefits available
Supervision:
Have your system supervised by Siemens on alarms or unexpected behavior. Own personnel remain for operational work
System support and asset expertise:
Have Siemens system experts available on demand for support
requests regarding the monitoring system and monitored assets
Reporting:
Automated reporting service with or without review and comments from system and asset experts. The reporting provides a
solid basis for a structured and condition based asset management approach.
The close cooperation between the Remote Diagnostic Center
und the Energy Customer Support Center which processes
requests in the field of transmission and distribution 24 hours a
day offers Siemens customers one central point of contact.
Asset performance management
Reliability centered asset management (RCAM) is a leading-edge
methodology which combines asset data, subject matter expertise, and several years of experience on assets behavior. This isin
order to assess the asset condition and performance, and quantify the associated risk.
Reliability Centered Asset Management is a unique software
which has been designed as a decision support tool helping
asset managers to optimize investment while sustaining targeted levels of network reliability.
Reliability centered asset management software calculates the
expected performance:
Health indices will be computed to define asset condition
Reliability indices will be computed to define asset importance
Both aspects enable synthesis of optimized asset management
strategies.

10.1.4 Cable Services

The backbone of the electric power supply consists of high- and
medium-voltage cable systems. The limited availability of space
and other external factors that restrict the load-carrying capacity
of cable systems call for special measures, so that the reliable
transmission of electric power can be guaranteed. At the same
time, highly specific requirements for the expansion of transmission networks are appearing in Germany and worldwide as a
result of the integration of renewable energies. Siemens offers
the full range of services for cable systems from a single source,
including cable monitoring and diagnostics.
Design and accomplishments for high-voltage cable systems
As your partner, we offer the full range of services for highvoltage cable systems up to 500 kV, starting with engineering of
the cable dimensions up to the final test after installation. Our
service comprehends cables with synthetic insulation (e.g XLPE)
for various designs (up to 500 kV), low-pressure oil-filled cables
(up to 400 kV) and gas-pressure cables (up to 110 kV). Backed
by over 150 years of experience, we have an excellent overview
of the entire market, and can offer you vendor-neutral advice
and support for entire systems and accessories. We employ
technologies and high-grade materials matched to your needs
for all work activities, from cable laying tools to the professional
assembly of fittings with cable-sealing ends and joints. We can
also assist you if you are planning to retrofit, convert or extend
your system. And if you intend to dismantle an existing installation, we will manage the disposal or recycling of cables and
cable fittings. Performing all our work activities in accordance
with national and international regulations and guidelines is
mandatory for us.
Cable measurement
Siemens offers cable diagnostics with different detection methodologies, which allow reliable cable condition assessments and
ensure exact fault location of installed high- and mediumvoltage cables. Namely partial discharge (PD) diagnostics,
dissipation factor (tan ) measurement, and frequency domain
reflectometry (FDR) are offered by Siemens. For the third
methodology,Siemens uses Line Resonance Analysis LIRA
technology.
The LIRA system assesses and monitors the general degradation
of the cable insulation caused by harsh environmental conditions (high temperatures, humidity, radiation). It also detects
local degradation of the insulation material as a result of
mechanical impact or local abnormal environmental conditions.
These diagnostics services are valuable for specific applications
in power transmission and distribution systems, for subsea cable
installations like in offshore windfarms, or in oil and gas
industry, as well as in power plants.

10

Cable life extension

Siemens cable life extension service heals and rejuvenates
medium-voltage cables up to 69 kV, insulated with PE, XLPE or
EPR. This can extend the lifespan of these cables up to 40 years
without the burden of replacing old cables with new ones.

Siemens Energy Sector Power Engineering Guide Edition 7.1

515

Services & Support

10.1 Asset Services

Many medium-voltage cables that were laid in the seventies

andeighties are gradually reaching the end of their maximum
service lives. This is also true for more recently laid cables that
are subject to special aging processes. To prevent any malfunctions in the medium-voltage grid, the affected cables are usually
replaced. Siemens new service for cable life extension offers
analternative that can be substantially more cost-effective
andtime-saving than replacing the entire power cable.

10.1.5 Transformer Services

The remaining lifetime of transformers decreases continuously
as a consequence of normal ageing processes. The transformers
rate of ageing varies considerably from one type of construction
to the next. It depends on several different facts such as
transformer design, capacity, service and load history, climate,
and environmental conditions. The critical factors which
influence the rate of ageing are:
Operating temperatures (under load, ambient)
Moisture content and increases (e.g., decomposition product
of hydrocarbons in insulation)
Oxygen level and inrush (e.g., trough conservator)
Mechanical and electrical stress (e.g., short-circuit events, harmonics, system overvoltage).
That is why Siemens offers transformer services including:
Condition assessment and diagnostics
Online monitoring
Consulting and expertise
Maintenance and lifecycle extension
Spare parts, accessories
Repair and retrofit
Installation & commissioning.

10

Planned maintenance and inspection (PMI)

Equipment and systems with a long service life and continuous
fault-free operation provide the best conditions for efficient
utilization of the operators system. Siemens maintenance
services ensure that all components work safely and reliably,
including major revisions and overhauls to bring assets back to
reference condition. Siemens keeps customer network assets like
switchgear, transformers and the substation secondary equipment well maintained at all times through regular inspections
and revisions. Siemens Planned Maintenance and Inspection
(PMI) comprehends condition-based and preventive maintenance, including recommended spare parts.
Repair service and spare parts
The primary objectives of the maintenance services offered by
Siemens are to avoid emergency repairs and ensure fault-free
operations.
However, in case of emergency if a failure occurs Siemens will
be on site rectifying the fault as quickly as possible. Operators can
contact Siemens at any time 24/7 via the on-call duty service. An
on-call duty contract determines assured reaction times and the
scope of on-site emergency measures.
The prerequisite for successful and fast fault recovery is, of
course, the availability of required spare parts. Siemens
deliversspare parts, components and kits for all asset series
fromcurrent production to series, which have already been
phased-out.

In addition, Siemens Transformer Service Programs serve as an

umbrella and provide a range of proactive services for all phases
of the transformer lifecycle from a single source, customized,
and aligned with each other.

For long-term planning, Siemens modular designed Strategic

Spare Part Solution (SSPS) provides comprehensive consulting
services that enable network operators to optimize their spare
parts management.

For Details please refer to Transformers, Transformer Lifecycle

Management.

Modernizations and extensions

Naturally, the system operator cannot upgrade equipment at the
same rapid pace that technology changes. However, Siemens
modification and retrofit capabilities offer many opportunities
for optimization, so that the system operator can benefit from
the latest technical improvements. Modernizations and extensions increase the performance of individual assets or complete
substations.

10.1.6 Switchgear Services

Worldwide customer-focused Siemens service centers are able to
manage all product-related services for Siemens products, as
well as for Magrini Galileo, Merlin Gerin, Elin Holec, Reyrolle and
Allis Chalmers products.
Whether in industrial companies, public or private power supply
and infrastructure, or building technology power distribution
plants must basically be available continuously, and provide the
highest degree of operational safety. Switchgear in particular
have to meet the requirements of the steadily increasing
demand for electrical energy; but their aging and wear can
significantly impact their functioning.

516

Therefore, Siemens switchgear services provide the full range

from planned maintenance and inspections, repair services and
spare parts, modernizations and extensions up to audits and
consulting.

Siemens Energy Sector Power Engineering Guide Edition 7.1

With these cost-effective solutions, the system operator will be

investing capital wisely and taking advantage of the experience
offered by Siemens in adapting older systems to new technical
standards, resulting in reduced lifecycle costs.
Siemens is the experienced partner to depend on when it is time
to retrofit high- and medium-voltage switchgear and other
related equipment. The offering includes:

Services & Support

10.1 Asset Services

Evaluation of all required technical information. The switchgear to be retrofitted remains in place and in operation
Measurement and development of the most suitable solution,
testing, and verifications in AutoCAD
Transport of the ready-to-use medium-voltage trucks to the
system operators plant, installation, and commissioning
Thorough testing of prototype; series production begins after
all tests are successfully passed.
Retrofits quickly pay off. Solutions from Siemens provide many
benefits and the most important is the high level of system
availability that can be achieved with the new equipment. In
addition to prolonging the equipments service life and securing
the customers investments, retrofitting also reduces maintenance costs. In addition, retrofitting with Siemens also means a
secure and cost-effective supply of spare parts anywhere in the
world.

Siemens

ABB-Calor Emag

Magrini

Reyrolle

Retrofit benefits at a glance:

Minimized downtimes for greater availability of the switchgear
Increased security of energy supply
Cost reduction for maintenance and fault clearance
No additional cost for plant and building modifications
Secure global supply of spare and wear parts.
As another cost-effective option to increase the switchgear
performance, Siemens switchgear services offer bay extensions:
With actual components, as well as extensions with new
designed reconstructed components for existing older switchgear types.
Audits and consulting
Besides inspections during maintenance services, Siemens also
offers extended diagnostics and condition assessments to
provide the basis for asset management and maintenance
strategies.
The Siemens Standard Audit is a standardized approach for
condition assessments of high- and medim-voltage switchgear.
The results are illustrated in user-friendly and well structured
reports, and can be utilized instantly by asset management
decision makers.
Siemens also manages all associated network assets like cable
connections and overhead lines. Installation and commissioning
as well as decommissioning and recycling are a part of the
standard service portfolio.

Fig.10.1-8: Examples for retrofit

OEM

Type

Siemens

8BD

ABB Calor Emag

QD3M

ABB Sace

Uniarc
Univer4

ABB

Safesix

Magrini

Epoclad
Composit
Distrivan
Multiclad
Venus

Reyrolle

LMT
C-Gear
SMS
SA 14
SA 36

Ansaldo

Siclad

Schneider

Fluair

10

Belldonne
Sprecher & Schuh

HPTW

Table 10.1-1: Examples for equipment that can be retrofitted

Siemens Energy Sector Power Engineering Guide Edition 7.1

517

Services & Support

10.1 Asset Services

10.1.7 Service Programs

Service programs serve as an umbrella spanning the entire
Siemens portfolio. They are one way for system operators to
ensure that they receive the best possible service. Guaranteed
availability of staff and spare parts, as well as short response
times can all be included.
These agreements minimize the customers operational risk to a
calculable factor by defining which individual maintenance and
emergency response services will be provided. Remote services
and even O&M based on KPIs can be incorporated in a service
program.
With the available service programs, an exact match with the
system operator requirements can be achieved in several areas:
from single assets to entire networks, from preventive maintenance to remote services, and from short-term contracts to
long-term agreements.
Referring to fig.10.1-1 Siemens has prepared four service
programs which can be adapted in scope and volume exactly to
the system operators requirements.
Panned Maintenance and Inspection (PMI)
The focus here is on scheduled OEM maintenance and inspections to become a calculable operational factor.

10.1.8 Energy Customer

SupportCenter
Good morning, Energy Customer Support Center, Betty Smith
speaking. How can I help you? Buenos das! Le atiende Pedro
Garca. En qu le puedo ayudar? This is what customers hear
when visiting the Customer Support Center based in Nuremberg.
Inquiries are answered 24/7 in numerous languages by the support agents. The Energy Customer Support Center is the central
contact channel for all inquiries regarding the Energy Sector. This
has been a service of the Energy Sector to answer questions and
point people in the right direction helping to achieve best-in-class
customer satisfaction for more than 10 years.
The Energy Customer Support Center ensures the availability of
the entire Energy Sector around the clock. All customer inquiries
are taken according to the defined processes, entered in the
Customer Support Management (CSM) tool, and forwarded to
the person in charge. Inquiries are processed during the locally
prevailing office hours.
This ensures quick processing of all inquiries to the customers
satisfaction. Periodically conducted customer satisfaction surveys give customers the possibility for feedback, and for actively
forming the process.

Remote Services (ROS)

This program includes all remote service offerings. The focus
point is on alarming and reaction times for advisory and field
services.
Long-Term Maintenance (LTM)
This refers to project-like managed services with the need for a
service team to be recruited.
Operation and Maintenance (O&M)
In this highest degree of service, Siemens takes over the operational responsibility. All operational risk is taken by the service
provider.

10
The Energy Customer Support Center
is available around the clock:
Phone: +49 180 524 7000
Fax: +49 180 524 2471
Email: support.energy@siemens.com
Internet: www.siemens.com/energy-support/en

518

Siemens Energy Sector Power Engineering Guide Edition 7.1

Services & Support

10.2 Siemens Power
Academy TD
The Siemens Power Academy specializes in power supply related
training for customers and Siemens employees. Training programs range from power generation to power transmission
anddistribution. As part of the Siemens Power Academy, the
Siemens Power Academy TD offers professional training in the
areas of power transmission and distribution, all the way to
industrial and commercial consumption, including Smart Grids.
Training from experts
Customers will find trained and certified instructors, a welldesigned instructional and methodical approach, and productoriented exercises using the latest Siemens technology.
Many subjects even more development opportunities
In addition to training classes, workshops and certification for
technical employees, the Siemens Power Academy TD program
also includes courses for non-technical employees working in
power transmission and distribution. One of our focus areas is
the training program for competence development. In addition
to individual courses, Siemens Power Academy TD also offers
several curricula featuring a logically structured series of classes
that help efficiently and systematically build knowledge.

An overview of the training portfolio is presented in

table10.2-1. For detailed information on the standardized
training portfolio, please visit www.siemens.com/poweracademy. Customized training is developed and defined on
demand in close cooperation with the customer.
Our core competence the right mix of theory and practice
In the Siemens Power Academy TD training programs, theory
and practice go hand-in-hand. This means that theoretical
approaches are always supplemented by practical exercises on
real devices and systems. To make that possible, the training
centers use original components, devices and systems from the
transmission & distribution product portfolio. This hands-on
training principle guarantees a maximum learning effect.
Our strength flexibility
Product-oriented training
The latest products and solutions from Siemens
Comprehensive teaching material
The use of professional presentation methods, lecture notes,
slides and course documents

Power System Operation

Power Control Systems, Power System Security, Operation Management

Power System Simulation Software

PSSE, PSSSINCAL

Power System Engineering

Network Planning, Smart Grid, Renewable Integration

Secondary Technology

10

Protection, Substation Automation & Information, Power Quality

Primary Technology
Medium-Voltage and High-Voltage Technology, Transformers

Fig.10.2-1: S
 iemens Power Academy TD: training portfolio for transmission & distribution

Siemens Energy Sector Power Engineering Guide Edition 7.1

519

Services & Support

10.2 Siemens Power Academy TD

Tests and certification

Certificates for demonstrated performance
Subject-specific curricula:
An integrated continuing education concept
Combining technology + business learning
Interdisciplinary courses optimally prepare for day-to-day business operations
Personal coaching
Identifying technical expertise and determining the training
required.
Curriculum competence development program of the
Siemens Power Academy TD
Well-trained employees are vital for successful companies. The
challenge comes from increasingly rapid transformation of the
economic environment and technologies. Faced with changes
like this, continuously improvement of skills and knowledge
isessential if employees are to be a reliable resource who contribute to the success of the company.

Qualification levels
Professional experience
> 5 years

Expert level

Advanced level

> 2 years

> 1 years

Associate level
Objectives:
The participant can
perform specific
technical tasks
under supervision
as part of his/her
professional routine.

Objectives:
The participant can
independently
perform technical
tasks as part of his/
her professional
routine and can
develop the
necessary solutions
on his/her own.

Objectives:
The participant can
independently
perform complex
technical tasks
and is able to
communicate
solutions to third
parties for
implementation.

Fig.10.2-2: Qualification levels of competence development program

Therefore the Siemens Power Academy TD has developed a

competence development program. This program is based on
the curricula approach.
Unlike individual training seminars, a curriculum provides incremental learning through a structured, logical combination of
various classes on a specific topic. This allows the necessary
skills and abilities to be developed.

Associate

What does the Curriculum consist of?

Training program for competence development
The possibility to apply and be certified in three different qualification levels.
Associate Advanced Expert
Per qualification level: Series of aligned courses and associated
e-tests
Certificate is valid for 5 years.

Advanced

Expert

SIPROTEC 7SD Intensive course

Line differential protection

10

Basics Ethernet IEC61850 GOOSE

Configuration with DIGSI

SIPROTEC 7UT Intensive course

Transformer differential protection

SIPROTEC
Applications, exercises

Accessory equipment
for protection systems

SIPROTEC 7SA Intensive course

Distance protection

DIGSI Basics
Protection and control functions

SIPROTEC
Secondary testing of protection relays
with the OMICRON test system

Protection technology
Principles

Fig.10.2-3: C
 urriculum: Simplified example SIPROTEC Protection

520

Siemens Energy Sector Power Engineering Guide Edition 7.1

Services & Support

10.3 Metering Services

10.3.1 Portfolio Overview

The Siemens metering services portfolio delivers measurable

improvements to the acquisition and processing of meter data,
to meter management and to customer communications.
Siemens supplies integrated solutions right through the value
chain, from metering to billing. The key offering is high-quality,
accurate meter data and the services which provide it. As a
leading provider of metering services, Siemens works in partnership with some of the largest global utilities for electricity, gas
and water. All Siemens services are provided within the framework of strict industry and regulatory standards.

Services offered by Siemens include meter-to-cash services to

power supply companies as well as to business-to-business (B2B)
customers.

The following sections provide an overview of customer requirements and the different elements of Siemens service portfolio.
Fig.10.3-1 summarizes the ranges of services Siemens offers in
the UK and globally.

The role of meter operations for utilities and B2B customers is

fundamentally concerned with meter installation, meter functionality changes, meter fault resolution, meter removals, and
connection of new supplies. Siemens installs both credit and
prepayment meters. The provision, installation and operation
offiscal meters has to be carried out only by a fully accredited
service provider like Siemens.
Before meter purchasing takes place, Siemens carries out site
surveys to determine the best design, sizing and location of
meters. Siemens configures and commissions the metering systems (fig.10.3-2), and provides ongoing maintenance, including
calibration, storage, removal and repair of equipment as needed.

Customers
Residential >> Commercial and Industrial >> Power Generation
Energy Utilities >> Transmission >> Water Utilities >> Distribution

Meter Operations

Data Collection

Data Management

Revenue Management

We provide measurement
instruments for:
- Meter asset provision
- Meter asset management
- Meter installation, including
prepayment meters
- Grid metering
- Submetering
- Smart metering

Data collection includes:

- Manual data collection for
residential customers
- Remote data collection for
residential customers
- Prepayment cards for
residential customers
- Remote data collection for
business customers
- Manual data collection for
business customers

We make data
meaningful via:
- Processing
- Validation
- Aggregation
- Data storage
- Data sharing
- Data cleansing

We convert data
into knowledge via:
- Billing management
- Data mining
- Revenue protection
- Energy management
- Meter data management
solution for smart grid

Electricity

Water

10
Gas

Fig.10.3-1: Metering services portfolio overview

Siemens Energy Sector Power Engineering Guide Edition 7.1

521

Services & Support

10.3 Metering Services

Siemens offers expert advice in high-accuracy metering, grid

metering and submetering solutions to monitor the consumption
levels of equipment.
Typical users of Siemens metering services include large energy
and water retailers and millions of residential, commercial and
industrial customers potentially everybody who has an interest
in their meter equipment for gathering up-to-date and accurate
data. The Siemens meter operations service supports the data
collection process. All these services together help to ensure the
highest levels of data quality.
Meter asset maintenance and provision
Siemens provides energy and gas distribution companies
withmeter equipment and ongoing maintenance service, an
additional service that is frequently used by meter operations
customers. Siemens also has experience in financing and
leasingmeter assets, and has access to expert knowledge
regarding meter asset purchasing.
Prepayment
Some domestic customers prefer to pay for their energy before
they use it, adopting a pay-as-you-go approach to energy. This
can be done via a special prepayment meter that uses a top-up
card or key mechanism.

Fig.10.3-2: Meter installation

The UK has the worlds largest meter system, with over 2 million
meter points.
Siemens is responsible for maintaining the system, as well as for
installing new prepayment meters and for distributing top-up
cards to customers. The latest technologies and process knowledge are combined in this prepayment meter in order to ensure
that the customer is completely satisfied (fig.10.3-3).

10

Grid metering
Siemens is a leading provider of grid metering and high-accuracy
metering solutions in the electricity value chain. Siemens offers
services to power generation and transmission companies worldwide, which enables them to get the most accurate view of the
electricity they produce and put through the network. This
product and service offering fits perfectly with the meter operations element of the value chain, and enables power generation
and distribution customers to manage and maintain their revenue stream.
Submetering
Siemens provides meter operations services for non-fiscal purposes, including submetering applications. These can be
installed and integrated into energy management systems for
individual or multi-utility (gas, water, electricity) applications.
Siemens provides accurate consumption information at the point
of use and visibility via Web-based solutions. Siemens offers
tailored solutions and enables the system operator to monitor
and control energy usage in different business locations. Large
retailers and industrial customers use this service, which can be
linked to their billing or finance system.

522

Siemens Energy Sector Power Engineering Guide Edition 7.1

Fig.10.3-3: Q-Smart prepayment meter installed

Services & Support

10.3 Metering Services

10.3.2 Data Collection

Data collection services comprise meter reading (data retrieval),
data processing and data aggregation services. Siemens data
collectors carry out routine reads, special request reads and
change of tenancy reads as well as re-programming of meters.
The data processing system has been developed to comply with
strict industry standards and fully supports all work scheduling,
validation and distribution of meter readings for up to 12 million
meters. To meet special needs and requirements, ad-hoc projects
such as providing solutions for hard-to-read sites can be
performed upon request. The field force consists of 750 Siemens
employees. Siemens reads over 14 million residential meter
points in the UK on behalf of energy and water suppliers. Systems
are continually being enhanced to provide greater flexibility and
adaptability, which enables Siemens to meet the constantly
evolving market requirements. The automated remote collection
systems utilize a range of technologies (e.g., in-field mobile data
terminals), providing affordable data collection solutions.

10.3.3 Data Management

In this section of the meter-to-cash value chain, Siemens ensures
that the data is accurate. That means Siemens aggregates and
processes the data, deletes duplicates in the database and verifies
the data before passing it on to the system operator. In most cases,
the system operator uses this data directly for billing purposes.
For commercial and industrial customers, Siemens provides a full
range of utility metering data from electricity to gas and water
meters. Large nationwide retail chains are particularly interested
in this service so that they can monitor and control the energy
consumption of their stores. The IT warehouse enables Siemens
to collect a wide variety of data, and Siemens can provide
custom-designed solutions based on the operators in-house IT
system. Siemens also offers custom-designed reporting systems
and works with various communication interfaces to transfer
data to the system operator.

10.3.4 Revenue Management

In this section of the meter-to-cash value chain, Siemens
ensures that the data is meaningful to the system operator.
Forinstance, revenue protection affects the whole value chain
from energy generation, transmission and distribution down
tothe energy retailers.
The key features of the Siemens revenue protection service are
investigation of power theft, selective and sensitive targeting
and helping to increase the rate of loss discovery, with special
focus on high non-residential usage. Siemens packages these
features as a non-technical losses solution and offers loss assessments and training to data collection agents.

Property management is part of the revenue protection services

portfolio. Siemens is a member of the UK Revenue Protection
Association and can offer these services internationally.

10.3.5 Smart Metering

Smart metering is the combination of automatic meter reading
with the ability to control and update the meter point. Having
two-way communications between the meter and the central
communications hub allows data to be collected on demand
whilst enabling critical actions to be taken without having to
make a visit to the property.
It is anticipated that smart metering will drive:
Consumers to become more aware of their consumption
and to participate in energy saving initiatives
Energy retailers to bill more accurately with few, if any, estimated readings, and even to forecast and settle their energy
based on actual rather than synthesized energy profiles
As the global competency center within Siemens for metering
services, Siemens has a smart metering portfolio which is
meterindependent enabling a variety of devices to be used
forelectricity, gas and water metering.
Siemens also has the ability to support a number of different
communications technologies GPRS, Power Line Carrier (signaling wire for the low-voltage cables) and fixed radio technologies depending upon what the customer or market requires.
The core of the offering is the smart metering scheme. This is
a business process solution combining IT technology, business
process execution and field force management.
The smart metering scheme brings together the data
processing and device control systems with business processes
designed to optimize the operation of the smart meter asset
andthe skills to transition from a dumb meter to an installed
base of smart meters.
Smart metering is an important global trend, and our regional
capability and sales network combined with specialist resources
makes Siemens the ideal provider of smart metering and smart
grid solutions.

10.3.6 Meter Data Management

Solution

10

As utilities deploy Advanced Metering Infrastructure (AMI) across

their distribution grids, the amount of utility and customerrelated data explodes from monthly hand-held meter reads to
interval consumption received on a 15-minute or less basis. The
challenge for the electric, water or gas utility is to convert this
massive amount of data into actionable information for multiple
purposes across the enterprise.

Siemens Energy Sector Power Engineering Guide Edition 7.1

523

Services & Support

10.3 Metering Services

Siemens provides comprehensive metering and energy information management services to the utility industry, including
Meter Data Management System (MDMS) software, integration
services, and consulting.
Whether the customers Smart Grid investment is focused
onenhanced meter-to-cash processes to support increased
customer choice, or on improvement in customer service,
ourEnergyIP meter data management platform provides a
solid,smart foundation for information management.
EnergyIP core functionality
EnergyIP captures the complex relationships among devices,
premises, customer accounts, users, applications, networks and
services that must be managed in any Smart Grid. With its
automated process and workflows, EnergyIP provides real-time
information and automation to integrate enterprise systems and
drive Smart Grid management, acting as the central nervous
system of your utility.
Data synchronization engine
The key to providing useful information to all parts of your
business is ensuring the data is synchronized across your organization. The EnergyIP Data Synchronization Engine manages the
synchronization of data with the AMI, Customer Information
System (CIS), and other enterprise applications.
The Data Synchronization Engine supports the use of FlexSync
real-time web services. FlexSync is an incremental, transactional-based approach to synchronizing data. Changes to master
data contained in utility systems (CIS, WMS or other system) are
reflected in real-time, keeping EnergyIP up to date with the most
recent information. For processes such as meter changes and
rate changes, this approach improves billing acuracy, and
reduces rework which would be necessary without proper
synchronization.
Data repository
The Metered Usage Data Repository (MUDR) is the data store
that maintains the meter readings, register reads, interval
records, outage and restoration events, and event logs. The
MUDR also maintains derived or computed data, along with
trace of versions and audit trails, which is important to keep
your auditors happy.

10

The MUDR uses database partitioning to achieve highly scalable

performance even with extremely large data stores. In order to
meet a typical utilitys AMI system requirements, the MUDR may
store and have available on-line any amount of data but typically
has 13 to 36 months of meter readings including daily electric
and gas register reads, interval data reads, derived billing determinants, meter event logs, and computed or derived data.
Service-oriented architecture
The system operators meter data management platform needs
to be built around a Service-Oriented Architecture (SOA) that
integrates all legacy, current and future systems with no loss
ofdata and without the need to update existing systems. The

524

Siemens Energy Sector Power Engineering Guide Edition 7.1

energy information platform must deliver a consistent way of

viewing information across all the types of meters and meterdata c ollection systems that might be used in the future. This
ensures that system operators do not have to retain all their
employees every time a new kind of meter is added.
EnergyIPs open SOA avoids complexity and lowers the total
costof ownership by enabling seamless integration and
non-disruptive change within the enterprises application
environment.
Workflow engine
The Workflow Engine in EnergyIP is a persistent application that
maintains and handles requests requiring workflow processing.
The engine is also responsible for tracking the progress of open
transactions. It tracks the state of each operation, captures
time-outs on failed transactions, and progresses the state
machine for multi-state operations.
Audit tracking
We know that keeping good records is serious business. EnergyIP
provides extensive logging and audit features in support of
system operations and Sarbanes-Oxley requirements. Audit trail
is a configurable feature that allows users to choose business
components and fields to audit, and to determine the scope of
the audit. EnergyIP allows system operators to choose to audit
all activity, or to limit the scope of auditing to those operations
performed by certain responsibilities, positions, or employees.
Reports and reporting framework
EnergyIP stores a massive amount of meter read, event, asset
and workflow data. But, the data itself is not very useful for
decision-making if it cannot be made sense of. In order to mine
all of the data to help make better business decisions and find
data anomalies and trends, Siemens provides a wide range of
standard pre-built reports within EnergyIP. These reports are
based on best practice uncovered while working with system
operators. The framework also enables to create custom reports,
and to configure how and when to receive them.
Validation, estimation and editing
The EnergyIP VEE (Validation, Estimation and Editing) application performs real-time register read and interval data validation and estimation according to configurable rules. The VEE
application also allows graphical editing of metered data.
WithVEE, the accuracy of interval data can instantaneously
beverified, and corrections are possible in real-time. This
ensures the availability of the most current and accurate data
todrive billing or customer service, and the optimization of
just-in-time operations.
Analytics foundation
The Analytics Foundation for EnergyIP allows to quickly turn
AMIdata into actionable information that can be leveraged
across the utility. The Analytics Foundation is separate from
theEnergyIP core transaction database, so that access to near
real-time data is possible without compromising operational
performance. The data is transformed into a star-type scheme,

Services & Support

10.3 Metering Services

so that the data can be easily analyzed and reported by using the
reporting tools included in EnergyIP or any other reporting/BI tool.

10.3.7 Demand Response Management

Software
Demand response refers to all functions and processes applied
toinfluence the behavior of energy consumption. This can range
from simple signaling, e-mail, SMS, or a phone call to a person
who switches a load on or off, to fully integrated load management, where many consumption devices are dynamically controlled according to availability, or to the price of energy. Since
the demand for electrical energy in many cases is closely connected to the demand for alternative forms of energy, heating
and cooling energy, or mechanical energy, demand response
solutions must reach far beyond the electrical grid itself. In
particular, optimization must include all energy forms which
areinterconnected.
Siemens Demand Response Management System (DRMS) is a
proven software platform that allows utilities, retailers and
aggregators to manage all aspects of their Demand Response
(DR) programs through a single, unified, open-standards-based
system.
Siemens DRMS solves the challenge of creating a cohesive and
comprehensive solution by:
Ensuring DR capacity is scaled in a cost effective manner; automating the manual processes that are typically used to execute
DR events and settlement
Fully integrating with both field and back-office utility systems
to leverage investments in Smart Grid technology
Intelligently targeting surgical planned load curtailments at
localized grid environments where localized grid stress is present.
World view on DRMS
Demand response is an ever evolving topic with respect to
todays environment. Business, operations, and regulatory needs
are consistently changing and, as a result, the value of demand
response resources has become increasingly important.
Integrated and automated demand response technology
improves not only a consumers capability to reliably participate
in DR programs, but also allows a utility to better utilize and optimize the consumer DR loads, both holistically and surgically. As
such, utilities are able to leverage demand response for activities
such as near real-time load balancing and frequency regulation,
and other types of ancillary services.

secure, web-based interface allows access from multiple locations with role-based access and full auditing of system activities. The interactive customer portal increases performance by
showing customers their historical results and real-time feedback during DR events.
Evolution and innovation for the future
As the field of demand response continues to mature, enabling
technologies allow DR further extend the value of utility assets.
Siemens DRMS makes it easier to maximize the value of each
DRresource, and minimize DR operational costs through more
efficient processes and process automation.
Ensures committed reduction levels are met by providing a
forecast of both connected and sheddable load, thereby increasing reliability and reducing uncertainty
Includes added support for DR program definitions and thirdparty integration, and event notification allows many types of
programs and consumer classes to be managed through a single application in a more cost-effective manner
Extends the number and type of business processes that can
be mapped into the DRMS via configuration, not through expensive customization. This capability allows for increased operational efficiency by dispatching DR programs and assets in a
consistent and logical manner, while also providing more accurate results over time.
A real-world illustration
An excellent illustration of how the Siemens DRMS works and
delivers benefits can be seen at an east-coast generation and
transmission (G&T) operator that has adopted the use of this
DRMS technology to implement targeted load reductions. This
G&T has limited generation capability and procures much of its
supply through bi-lateral power purchase agreements or through
the wholesale markets. In times of peak demand, the G&T is
forced to procure expensive peaking power to meet demand.
Their goal was to utilize technology to help alleviate grid stress
and reduce the need to purchase expensive power through the
use of demand response technology. Using the Siemens DRMS,
the G&T was able to create several demand response programs
to operate within their three main operating territories. They are
also using Siemens DRMS to create and manage load control
groups based on zip codes and several other attributes, which
allows them to effectively manage peaks for each of their participating member coops at the substation level. In roughly eight
months, they enrolled 50MW of load reduction capacity equivalent to nearly half the capacity of a typical natural gas-powered
peaking plant. Not only has the G&T been able to reduce power
purchase costs, but they anticipate reduced operations and
maintenance costs as well.

10

A proven and reliable application

Siemens DRMS has successfully been deployed at several utilities, each with their own unique requirements, using open
protocols and standards like MultiSpeak and OpenADR.
Siemens DRMS is both reliable and scalable, supporting over
several hundred thousand endpoints per customer class. The

Siemens Energy Sector Power Engineering Guide Edition 7.1

525