eugene water & electric board appa business and financial conference september 14, 2009
TRANSCRIPT
Eugene Water & Electric Board
APPA Business and Financial Conference
September 14, 2009
EWEB & the Roller Coaster Economy
Wendi K. Schultz-KernsCash Accounting Supervisor
EWEB Headquarters
A Few Eugene Facts• Population 143,000
• 3rd Largest City in Oregon
• University Town – 20,000 – 22,000 Students ** US Census Bureau & U of O Registrar
Who is EWEB?
• Largest Public Utility in Oregon
• 500+ FTE employees
• EWEB chartered through City of Eugene
• 5 Member Elected Board of Commissioners - Public Service
• 2008 Operating Revenue approx. $301mm
EWEB Services • Provide electricity to a 238 square mile area
• 86,700 Electric customers
• 50,600 Water customers
• 75 Steam customers
• Wholesale water to local Districts
• Surplus electricity - EWEB resources sold in regional power markets
EWEB MissionCommunity Engagement
Mission To be an outstanding provider of energy and water products that meet customers’ needs and benefit the citizens of Eugene.
Legacy Statement focus on 4 specific areas:The customers’ needsThe organizationThe community’s needsThe Board of Commissioners
Social Economic Environmental
Oregon Unemployment
• June 2009 Unemployment Rate 12.2%
• More than double June 2008
• Above National 9.5%
• Unemployed Oregonians increased from 114,000 in June ‘08 to 241,000 June ‘09 ** Register Guard 07/14/09 pg. B5 – Sherri Buri McDonald & OR State Unemployment Dept.
• Eugene major employer closures –
13.2% Unemployed Eugene/Springfield ** US Census Bureau
Door Hangers
JULY ‘09 YTD 8,341 2008 YTD 11,646 2007 YTD 12,344
Non-Pay Disconnects
JULY ‘09 YTD 1,132 2008 YTD 1,670 2007 YTD 1,497
EWEB Historical StatsJan- July ‘09 & prior YTD comparisons
JULY ’09 YTD $189,311 2008 YTD $256,962 2007 YTD $202,557
Write-Offs
Walk In & Call Volume
Phones(13-15 FTE)
150,289
221,356
214,951
Lobby(5 FTE)
JULY ‘09 YTD 39,846
2008 YTD 61,047
2007 YTD 66,927
EWEB Economic Creativity 2009
Critical Thinking Exercises
• Empower team members
• Outside the box solutions- front line
• Collection leniency – exceptions
• Alleviates supervisor turnovers
• Enhances employee morale – authority & trust to do the right thing
Balance customer and organization needs
Staffing & Service Goals
• Re-evaluate performance & write off goals
• Focus on excellence
• Flex schedules - Extend business hours
• Hired 7 new CSA’s – 6 to 8 week training
• De-stress & breathing sessions for CS staff – on-site H/R Health & Wellness
Successful Modifications
• Re-designed lobby lines for shorter appearance Improved perception of wait time
• Implemented new Phone System July ’09
• Testing Phone IVR Credit Card payments
Potential to automate 6000-8000 calls
• 2009 budget reductions all Sections
2010 anticipated – fiscal responsibility
Economic Improvements
Customer Deposits
Residential – 4 options Students 9 month credit year Consider 2 mo. avg. vs. 2 highest mo. service
Increase LI Assistance DG24 - 50% to 75%
Commercial – 5 options Deposits 2 year vs. 3 year period Personal Guarantor for business account
Guarantors can extend to Non-EWEB customers
Water Leaks / Appeals Reduce catastrophic credit criteria
EWEB’s Social Commitment
Renowned Customer Care Program• Limited Income Customers – 60% OR State Median Income
• $1.7 mm – Assistance (ECC) & Education (ECCP) $200 assistance
Incentives, Budget Counseling – up to $350
Deposit Guarantor - 2 years
Senior/Disabled PIP Arrearage – Fixed Income 100% FPL
• $300k Energy Management Services Conservation & Weatherization referrals
EWEB Innovation Economic Assistance
Bright Ideas from Beginning…..
• $300k Anonymous Donation October 2008 - Grant
• Oregon Community Foundation – Administered by Saint Vincent DePaul
• Staff creativity – Program development
To End……
• $4.4mm Customer Assistance Package Board approval January 20, 2009
Eugene Water & Electric Board Community Care • Rate Rebate - $2.2mm
• Job Loss - $1.0mm
• Low Inc. Housing - $350k
• Crisis - $100k
• Shelter Care - $15k
• Senior / Disabled - $40k
• Deposit Guarantor expanded
• Weatherization Expansion -$400k
• Small Bus. Lighting - $135k
• Weatherization Loan deferrals
2009 EWEB Community Care
Rate Rebate - $2.2mm
• As COU – EWEB responsibility
• Re-invest surplus hydropower sales revenues back into community
• Electric customers $30 credit
• Rebate – “Give back” campaign
• Bill stuffer – Prepaid post card donate back to core program
2009 EWEB Community Care
Job Loss Program - $1.35mm
• L. I. Housing rolled into Job Loss $350k
• Job Loss NO income qualifications
• $200 Assistance – Acct. Holder, Spouse or Domestic Partner
• Proof of UI payments – 14 days
• Application on-line, fax, lobby computer kiosk
• Partnerships – ESD & LCC
2009 EWEB Community Care
Crisis Program - $100k
• Income qualified program
• Seek core program assistance prior
• Unforeseen event last 90 days
• 3rd Party certification
• Customer payment last 90 days
• Create financial hardship – At risk of immediate disconnect
• Max $500 – must relieve Crisis
2009 EWEB Community Care
Shelter Care Program - $15k
• Utility Customer in EWEB territory
• Proof of 501c3 Shelter Facility
• Stipend $20 per permanent bed
• Application on-line, fax, lobby
• Partnerships – Community Resource Network meetings
2009 EWEB Community Care
Weatherization Loan Deferral & other Bill Pay Assistance
• Wx Loan Deferral 6 months
• Loans piggy back on Job Loss application EWEB internal process customer ease
• $40k Expand Senior & Disabled PIP Annual arrearage up to $1,000 max
• EWEB Deposit Guarantor Increase from 50% to 75% - $300 max
2009 EWEB Community Care
Other Wx Expansions - $535k
• Weatherization – Targets Single Family Rentals 1- 4 Units
• Increased Income to 80% OR State Median
• U.S. DOE rolled out 200% FPL Approx. 74% OR median
• Energy Efficient Lighting – Small Business Owners up to 75% cost for retrofits
EWEB Community Care
• EWEB Public Affairs – media –TV/radio, print ads, customer interviews
• C.S. Queue - Muzak on-hold message
• EWEB lobby display – applications, website
• City of Eugene – Shared Property Owner lists Weatherization mailings
Marketing
EWEB Community Care
Valued Partnerships
• Employment Security Dept. - displays
• Lane Community College – Job Resource Center
• EWEB Community Resource Network Meetings
• Lane County HSC, St. Vincent DePaul, Celeste Campbell Senior Center and Catholic Community Services of Springfield - Agency coordination
EWEB Economic Contributions
03/10/09 – 07/31/09
• 1756 customers Donated $30 rebates - $52,680
• 1807 customers Job Loss - $361,400
• 26 customers Loan Deferral - $9,055
• 16 Shelter Care facilities - $14,120
• 20 families sought Crisis - $8,623
• 72,388 Residential Electric accounts received $30 Rebate – total $2.2mm
2010 Economic Proposals
• Expand Income guidelines to 80%
• Increase Assistance - $200 to $300 EWEB Customer Care & Community Care Job Loss
• Shelter Program – increase Utility stipend $20 to $40 per bed
• Crisis Program extension
• Rapid Re-housing Program Partnership with Lane County
• Wx considering alternative expansions Wx – Targets Multi- Family Rentals 5+ Units
Small Business Lighting may increase to 100%, caps apply
Eugene Water & Electric Board
The EWEB Challenge:
• Make a Difference in your Community
• Advocate for Customers in need
• Seek Board / Executive Support
• Fundraisers - “EWEB Run To Stay Warm” Parking Raffle, Bake Sales, Dept. contests
• Be creative – LOW or NO cost solutions
• Care about the “Public” in your Public Utility
• Exercise compassion & understanding for customers during economic challenges
Eugene Water & Electric Board
