empowering utilities with technology & peoplebenefits of technology4. benefits of technology 5....
TRANSCRIPT
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Empowering Utilities WithTechnology & People
Joe ThomasAssociate Vice President & General Manager – Client Fulfillment
The United Illuminating CompanyOctober 18, 2006
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2October 18, 2006
Joe ThomasThe United Illuminating Company
Agenda
1. Company Profile1. Company Profile
2. Technology – Past2. Technology – Past
3. Technology - Present3. Technology - Present
4. Benefits of Technology4. Benefits of Technology
5. Challenges5. Challenges
6. Technology - Future6. Technology - Future
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3October 18, 2006
Joe ThomasThe United Illuminating Company
Company Profile320,000 Accounts288,000 Residential, 35,000 TOU32,000 Comm./Indus.20% Delinquent40% Indoor Meters
726,000 People – 21% of CT7 Major Universities and Colleges1/3 Population Transient
New Haven – Bridgeport, CT17 Towns in 330 Square MilesIncorporated in 1899CT Deregulated in 2000Wires Only Co. - No Generation
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September 19, 2005 44October 18, 2006
Joe ThomasThe United Illuminating Company
Process Based Organization
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5October 18, 2006
Joe ThomasThe United Illuminating Company
Fulfill Requests & Acquire Revenue
Customer
ClientRelations
Center
Field DispatchOutgoing
Orders
Field Service
Field MeterServices
FieldCollectionActivities
NonRegulated
ServiceRequests
Web-based Customer EnhancedMetering Services
Retail Access Settlement Data
Customer Meter Information
Billing
PaymentProcessing
Remittance
Income
Credit andCollectionActivities
PaymentsCustomer Care
CustomerBillingField Services
Customer UsageInfromation
(Cellnet)
CONNECT SERVICE
Client Relations Center (CRC)
Credit & Collections (COLL)
Standard Field (SF)
Revenue Meter Systems (RMS)
Billing (B)
Legend
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6October 18, 2006
Joe ThomasThe United Illuminating Company
Fulfill Requests & Acquire Revenue
121,994Work Orders – Client Fulfillment
22,000Work Orders – Electric System
320,000Monthly Invoices
110,000,000Daily Meter Reads
414,279Interactive Voice Response Volume (IVR)
804,704Customer Calls to Call Center
Annual AverageActivity
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7October 18, 2006
Joe ThomasThe United Illuminating Company
Technology Drivers – PastCustomer Expectations
The Demand for Information – Usage & Account ManagementFlexible Billing ModelCredit CardNew Products & Services
Industry DriversDeregulated Energy / Delivery ModelNAICS Code (Old SIC Code Update)Supplier Rate Implementation – 200 to 1,200 New RatesFederally Mandated Congestion ChargesConservation & Load Management Bond Securitization
Inflexible TechnologyUnsupported SystemsIslands of Information – Multiple InterfacesCostly to Maintain
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8October 18, 2006
Joe ThomasThe United Illuminating Company
Technology - Present
2002
SupervisoryControl and
DataAcquisition
ACS
ScadaBlue
Pumpkin
2002
Call CenterWork
Scheduler
CellNet
2001
NetworkMeter
ReadingSystem
2002
WorkSuite
STORMSSonet
Ring
2003
FiberBackbone
GISSCADA
FA
Ongoing
EmergingTechnology
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9October 18, 2006
Joe ThomasThe United Illuminating Company
Technology - Present
Voice
Over IP
February2004
VoiceOver
Internet
SAP
November2003
CustomerInformation
system
May2004
CallCenter
Disaster Recovery
Center
IT Data
CenterSPL
Mobility
November2003
FieldAutomation
WirelessMobile
Dispatch
Aspect
IVR
November2003
InteractiveVoice
Response
Rate A
Load
Control
September2003
OffPeakWaterHeaterControl
Customer Interaction Center
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10October 18, 2006
Joe ThomasThe United Illuminating Company
Technology - Present
Theft
Detection
October2006
Theft DetectionAlgorithms
BLP
November2006
Remote Disconnect
Nexus
BillPrism
December2006
Online Customer
Energy and Bill Mgmt
Virtual
Hold
July2006
VirtualQueuingSolution
RightNow
Service
April2006
Knowledge Base &
CustomerSelf
Service
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11October 18, 2006
Joe ThomasThe United Illuminating Company
Benefits - OperationInformation Availability and Access
Robust Information and Analysis CapabilitiesInformation Available to All End UsersAutomated Outage ReportingCustomer Information Systems are Available 7 x 24
SAPField Automation (FA)Interactive Voice Response (IVR)
Enhanced Billing/Invoice Edits/FunctionalitySupplier Management – Electronic Data Interchange (EDI)New Rates/Suppliers due to DeregulationRate Analysis for Call Center (What – If – Billing)Virtual Disconnect ProcessRemote Disconnect ProcessIdentity Theft Risk MitigationTheft of Service DetectionGround Level Inspection (GLI)
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12October 18, 2006
Joe ThomasThe United Illuminating Company
Benefits - CompanyMinimal Customization
Allows for industry wide upgrades - All stakeholders will benefitReduced future upgrade cost due to minimal customizationSupports changes for deployment of new products and services
Order Entry / CompletionImproved office / field workflow and informationDrop down options available to minimize errorsImproved workflow assignments
Improved Business ContinuityMobile Computing – Anytime, Anywhere, Any PlaceDisaster Recovery
AccountabilitySignificantly Improved Audit TrailIncreased Billing ControlsImproved Customer Data Accuracy
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13October 18, 2006
Joe ThomasThe United Illuminating Company
Benefits - CompanyEnergy Policy Act of 2005
Daylight Savings TimeNet Metering OfferingsTime-of-Use RatesDemand Response ProgramsSmart Metering TechnologyData Presentment for Conservation and Awareness
Flexible Billing/Accounting ProgramsDaily Sales of EnergyReal Time Billing (hourly) for Large Commercial
and Industrial CustomersReduced DSO and Increased ProfitabilityEasier Daily and Monthly BalancingSarbanes-Oxley Compliance
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14October 18, 2006
Joe ThomasThe United Illuminating Company
Benefits - CompanyUnbilled Revenue
Day 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
Billing Cycle 1 - Closes Jan 2
Actual; Billed
Billing Cycle 2 - Closes Jan 4
Actual; Billed
….. ….. ….. ….. ….. ….. …..
Billing Cycle 19 - Closes Jan 29
Estimated; Unbilled
Billing Cycle 20 - Closes Jan 31
Estimated; Unbilled
Estimated; Unbilled
Actual; Billed
Actual; Billed
For the January 31st month-end close, about half the revenue is actual, and half is estimated. (The billed and unbilled totals are derived from the sum of data from the 20 billing cycles.)
New methodology eliminates unbilled estimates by receiving actual reads at end of month for every meter.
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September 19, 2005 15
Benefits - Call CenterLoad and Usage AnalysisPinpoint when and possibly why a customer’s usage increased
Bill ComparisonAccurately explain a sudden bill increase
Quick GuideExplain estimates, budget billing, and other billing issues that confuse customers
Bill History (side by side)Reassure a customer who believes their bill is out of line with bills from past years
High Bill Resolution
AlertsQuickly identify the most important billing issues
Customer OffersTargeted guidance on programs to promote
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16October 18, 2006
Joe ThomasThe United Illuminating Company
Benefits – Call CenterVirtual Queuing – Managing Call Volumes
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17October 18, 2006
Joe ThomasThe United Illuminating Company
Benefits – DispatchService OrderStatus
Window
SchedulingEngine
Crew and Order
Mapping / AVL
Crew Status Window
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18October 18, 2006
Joe ThomasThe United Illuminating Company
Benefits - CustomerDaily Reads - kWh
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19October 18, 2006
Joe ThomasThe United Illuminating Company
Knowledge Base & Customer Self ServiceEasy to Use
Search
Provides Easy Escalation Channel
Order Based on Historical
Usefulness
Benefits - Customer
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20October 18, 2006
Joe ThomasThe United Illuminating Company
Benefits - CustomerWhat If Bill – Bill Comparison
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September 19, 2005 21
Benefits - Customer
Account Summary
Promote TOU and Conservation
programs
How did my home/facility use energy?
Leverage NMR data to provide load analysis.
How did weather, rate, appliance or lifestyle changes affect my bill?
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22October 18, 2006
Joe ThomasThe United Illuminating Company
Benefits - Customer
0.0
0.1
0.2
0.3
0.4
0.5
0.6
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Hour
kW D
eman
d
70 Watt Lamp
175 Watt Lamp
250 Watt Lamp
100 Watt Lamp
150 Watt Lamp
1000 Watt Lamp
Average Measured Streetlight Energy
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23October 18, 2006
Joe ThomasThe United Illuminating Company
Revenue ProtectionRevenue Protection Drivers
Rising Energy CostsObligation to Ratepayers, Stockholders, Suppliers, and EmployeesImproved Data and Theft Detection TechnologyIncrease in Unbilled Usage as a Result of Virtual (Soft) Disconnects
It Makes Good Business SenseHelps Prevent Safety Hazards for Public Service Agencies High Return on Investment (ROI) – 245.14% 2006 (YTD)Protects Against FraudDetects Theft OccurrencesAssists in Reducing Uncollectibles
What Needs to be Done?Need to Focus on Revenue Protection (Staffing, Data Mgmt, Remote Disconnect)Need for Legislative and Regulatory ChangesNeed to Share Best Practices Among UtilitiesSupport & Participate in NURPA & IURPAIncrease Revenue Protection Staffing Levels
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24October 18, 2006
Joe ThomasThe United Illuminating Company
Revenue Protection
0
10
20
30
40
50
60
70
3/15/2005
3/17/2005
3/19/2005
3/21/2005
3/23/2005
3/25/2005
3/27/2005
3/29/2005
3/31/2005
4/2/20054/4/20054/6/20054/8/20054/10/2
0054/12/2
0054/14/2
0054/16/2
0054/18/2
0054/20/2
0054/22/2
0054/24/2
0054/26/2
0054/28/2
0054/30/2
0055/2/20055/4/20055/6/20055/8/20055/10/2
0055/12/2
0055/14/2
005
kWh
Pining on Weekends – No Power Outages
Sample Usage of Pinned Disk (2 Month Period)
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25October 18, 2006
Joe ThomasThe United Illuminating Company
Revenue ProtectionEstablish Detection
Parameters
Identify Virtual vs. Physical
Disconnect
Usage Since Service
Disconnected
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26October 18, 2006
Joe ThomasThe United Illuminating Company
Revenue Protection
Consumption History37 Kathy Lane, Ansonia
0
1000
2000
3000
4000
5000
6000
7000
8000
Oct-9
2Apr
-93
Oct-9
3Apr
-94
Oct-9
4Apr
-95
Oct-9
5Apr
-96
Oct-9
6Apr
-97
Oct-9
7Apr
-98
Oct-9
8Apr
-99
Oct-9
9Apr
-00
Oct-0
0Apr
-01
Oct-0
1Apr
-02
Oct-0
2Apr
-03
Oct-0
3Apr
-04
Oct-0
4Apr
-05
Check Meter Billing Meter
KWHRS
Exhibit 4
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27October 18, 2006
Joe ThomasThe United Illuminating Company
Revenue Protection
$0
$1,000,000
$2,000,000
$3,000,000
$4,000,000
$5,000,000
$6,000,000
$7,000,000
$8,000,000
$9,000,000
$10,000,000
2000 2001 2002 2003 2004 2005 Aggregate
Aggregated Revenues 2000-2005
2005 2004 2003 2002 2001 2000
$9,299,000
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28October 18, 2006
Joe ThomasThe United Illuminating Company
Overall Benefits
CustomerChoice
CustomerBilling
ImprovedProductivity
BetterInformation
Customer Marketing
Major Industry Drivers & Benefits Improved
Processes
RevenueProtection
Customer Care
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29October 18, 2006
Joe ThomasThe United Illuminating Company
Future Technology UtilizationCredit Card Payments
Phone, Web, Field
Outage Management SystemImproved Power Restoration ProcessEnhanced Outage Information & Accessibility
Street Light Management SystemAutomate Street Light Failure DetectionImprove Asset Management & Location of Assets
Increase Customer Self Service FunctionalityConnect Process – Contractor/Inspector/HomeownerFull Service – Move In/Move Out, Update Acct Information, etc.
Increase Conservation InitiativesTT, Education, Solar
Improve Transformer Load Analysis
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30October 18, 2006
Joe ThomasThe United Illuminating Company
Technology Platform
IVR
Customer ServiceCIS
Network Meter Reading
Credit Card Payment
Online CustomerSelf Service
Remote Disconnect
Outage Management SystemField Automation
&
Virtual Queuing
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31October 18, 2006
Joe ThomasThe United Illuminating Company
Questions
Customer Service
People PersistencePlanning innovation
Integration