issue accurate bills. We have to help the customer figure out how to use technologies to reduce their cost. If we do this, we provide value, create align- ment and drive belief in the company.

What does this alignment allow you to achieve? There are many examples, but let me talk about smart meters to bill. We have installed smart meters and the infrastructure and resources that go with them, from the meter to the tele- coms, to the customer service and the billing. There are a lot of seams, places where things can go wrong. Even if our customer information system is 95% right, that means it is wrong 5% of the time. That s too much. This is especially important if people think the reason for the mistake comes from the technology. If I put the wrong meter in the wrong house, or I trans- pose the serial numbers of two meters in the system, the whole chain breaks down at one of the seams. The cus- tomer will say: the bill is bigger than I expected. The meter must be wrong. It s human nature. So you have to

drive towards zero error and perfect alignment in a cost effective manner, because each error undermines the customer s belief in Hydro One. When you do this, new technologies are no longer perceived as disruption, but rather as an enabler of alignment, and like I said earlier, value for the customer.

Where is Hydro One in technology today? For the past few years, we have been architecting all our enterprise systems to be a seamless platform on which we

Electrifying Partnership Capgemini, via its affiliate Inergi, has been working with Hydro One for twelve years. In December 2014 it won a very large, strategic, multi-year, multi-tower deal. The new Master Services Agreement, along with the previously awarded Customer Service Operations CSO business, creates a more strategic relationship with Hydro One, and reaffirms its confidence in our abilities to deliver transformation.

can build, grow and ultimately achieve our goals. The main complexity we face comes from a data perspective, not from the power system. We re looking at questions like: what do we do with big data? , what can we do with the Internet of things? But we always ask these questions not for the technology, but for how they can eliminate seams and drive belief in Hydro One.

Hydro One is one of North America s largest electricity companies, operating 97% of the high voltage transmission grid throughout the province of Ontario and serving over 1.4 million customers.

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COMPETITIVENESS + INNOVATION