Thomas Caldwell Techniche

1. EV Charging Infrastructure USA 2022
EV Charging Infrastructure Reliability and Customer Experience
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2. urgent.technichegroup.com © Techniche 2022
EV Charging Infrastructure
Reliability and Customer Experience
Tom Caldwell, CTO, Techniche

3. Introducing
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Global
Presence
Flagship
Products
Strong
Customer
Base
Deep
Knowledge
20+
years
Asset Repair/Maintenance/Monitoring solutions for your EV Charger Stations
Urgent & Statseeker products collectively manage over 66,000 retail sites across 38 countries

4. Techniche is deep in global Fuel Retail
and Convenience Stores
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40,000+ fuel retail sites
across 38 countries
$650M+ annual
maintenance managed
The Urgent platform has been managing business-critical assets in Fuel Retail and C-
Store Industry for over 20 years, now we are focused on EV Charger & Station Assets

5. The EV Driver Experience is not as Reliable as Fuel Retail
(Combustion)
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EV Charger Uneven Distribution:
• Long Power Access Period, high cost
Accessibility:
• Charging station failure in public spaces
EV Charger Range Anxiety:
• The fear that an EV has insufficient range to reach
its destination
Charging Time:
• Different from gasoline cars that refuel in 2 minutes.
Fully charging an EV car can be done in just 30
minutes, or it may take as long as half a day.
Charging Costs:
• Costs differ greatly, EV drivers prefer home/work
charging, then public chargers when planning a
longer trip
EV Driver Problems
“1 in 10 chargers
are not operational
at any given time”
– gov.uk
“The EV Charging
experience for drivers
in the U.S. is unreliable”
– GreenBiz
“54% of owners reported
experiencing problems
with public charging, with
broken chargers being the
most common issue” –
Plug In America
Charging
Stations
Uneven
Distribution
Accessibility
EV Range
Anxiety
Charging
Time
Charging
Costs

6. The EV Charging “Station” Experience
must be Exceptional
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Consumers and Business Fleet owners demand a
positive “charging experience”
The Charging “Station” is located at a “site” with a
number of assets that can affect the “charging
experience”
When something is broken, which regional contractor
is called on-site to fix it? Do they have an SLA?
EV Charging Station condition can affect:
• Customer Safety
• Return Loyalty
• Brand Equity – Reliability
Customer frustration leads to:
• 13% tell 15 or more people if they're unhappy
• 72% of consumers will share a positive experience
with six or more people
• 67% of consumers cite bad experiences as a reason
for churn
Lighting Working?
Parking spot in
good condition?
Signage damaged
or missing?
Charger and
Cable working?
Physical damage
to charger? Parking Sensor
Working?
Electrical from grid
Working?
Solar Power working?
Station Batteries
Working?

7. EV Charger Asset Reliability Model
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CPO Help Desk
Reset or Remote
Investigation
Contractor goes
on-site for
Repair
EV Manufacturer
needs to
perform
diagnostics &
remote reset
Repair Work
completed,
invoice submitted
Asset Repair &
Maintenance
System (CMMS)
Make sure charger-related issue
Call on-site manager (if one exists)
Auto-create
workorder repair
task, auto-assign,
auto-notify

8. EVC Repair, Maintenance, Monitoring
Who owns the problem and how do you manage handing it off?
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1. Webhook notification of
new ticket
2. API call for initial ticket
data, also keep sync
between task & ticket
3. Auto-create Task for
supplier
4. Auto-notify supplier of
workorder
5. Task notify - supplier
changed to Manufacturer
6. API call to create ticket
7. API call when ticket
closed – either fixed or
need to send supplier on-
site to repair
Automation using AIOps intelligence to
rapidly Decide and Act: OODA (Observe,
Orient, Decide, Act)
Decide on the “who” and the “how” and the
EVC (“what”) at a specific “location” to
rapidly restore the asset back in service
Requires greater integration & mapping of
data models between systems and vendors
EV Chargers (EVC) can be part of a
normalized asset library of multi-vendor EV
assets and error codes
Edge Computing can also be used for
managing/monitoring IoT at EV stations.
Future cybersecurity use cases

9. Example EV Charger Workorder Repair Task with SLA
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10. Automation through EV Error Codes
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Error Codes are Embedded
Intelligence in Asset Mgmt
system
Auto-creates a workorder
task & auto-assigns correct
supplier to repair it
EV Charger error codes by make,
model, software release
Requires
Site Visit?
Can be
reset
remotely?
Needs
MFG help?
Tracks workorder progress
against SLAs, reports back
to partner vendor systems
How often
does this
break?

11. EV Site Reliability Engineering & Compliance Mgmt
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• Compliance Documents: Taking photos and
videos for survey, installation, and site issues,
prove franchise compliance
• Automating Scheduled Maintenance for
changing filter mats and checking cooling liquid
• Continuously finding data-driven opportunities to
improve system reliability
• Automated monitoring of compliance document
expiration dates, auto-notifying document
owners
• Site or Contractor use of a Mobile App for Asset
Inventory accuracy and Compliance
Documentation, with an Audit Trail
• Track MTTR through Rapid Troubleshooting and
addressing live-site issues to maintain high
reliability

12. EV Charging Operators demand
Observability and Control
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• Must leverage a facilities and asset
repair/maintenance system (CMMS) to keep track
of EVC station assets at sites/locations
• Ensure backend systems are all integrated to
automate and optimize EVC repair workflows
• Track Charging Station downtime and MTTR
(Reliability KPIs) with clean normalized data
• Observability to contractors for on-site repairs and
their performance against SLAs
• Have control over downtime of all critical Station
Assets that affect charging experience
• Gain analytical insights to control costs and drive
operational efficiencies, costs matter!
Recharging
Station
Power Transfer
Mechanism
Onsite Energy
Storage
Onsite Generation
Photovoltaics
To Substation
Distribution
Power
Lines
Thermal
Cooling

13. Today:
EV drivers tend to base their choice of public
chargers on speed of charging, need for charging, brand of the
charger, compatibility with the electric vehicle supply equipment
(EVSE), dependability, availability, identity of charging
host/facilities (e.g., grocery store, gym, etc.)
More than 80% of EV drivers use three charging
locations or fewer away from their home, where
they do most of their charging (creatures of habit + customer
loyalty)
EV fleet sales are expected to grow in the upcoming years, driven
by state mandates. Employees want to drive reliable vehicles.
The Future of EV Charging Customer Experience
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Fuels Institute Study (June, 2021)
Broadly, free charging while shopping tends to increase dwell
time. Kohls found that when provided with free charging, EV
owners spend about $1 per minute within an hour window

14. Today:
EV drivers tend to base their choice of public
chargers on speed of charging, need for charging, brand of the
charger, compatibility with the electric vehicle supply equipment
(EVSE), dependability, availability, identity of charging
host/facilities (e.g., grocery store, gym, etc.)
More than 80% of EV drivers use three charging
locations or fewer away from their home, where
they do most of their charging (creatures of habit + customer
loyalty)
EV fleet sales are expected to grow in the upcoming years, driven
by state mandates. Employees want to drive reliable vehicles.
Cybersecurity and cyber hygiene will become top-of-
mind, with payment systems, energy analytics, EV
Chargers will become hacker targets with multiple
attack vectors
The Future of EV Charging Customer Experience
14
Fuels Institute Study (June, 2021)
Broadly, free charging while shopping tends to increase dwell
time. Kohls found that when provided with free charging, EV
owners spend about $1 per minute within an hour window

15. 15
Questions?
Tom Caldwell, CTO Techniche
Tom.Caldwell@technichegroup.com
Twitter: @cybersdtom
LinkedIn: https://www.linkedin.com/in/tcaldwell/
https://www.technichegroup.com