payment channels a case study of payment practices julie compton pellizzi project leader customer...
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Payment ChannelsA Case Study of Payment Practices
Julie Compton Pellizzi
Project Leader
Customer Solutions Technology
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About AGL Resources
• Headquartered in Atlanta, Georgia• Approximately 2,400 employees• Serves more than 2.2 million average customers through
natural gas utilities in six states • Largest marketer in Georgia under the Georgia Natural Gas
brand through majority ownership of SouthStar• Diversified operations include asset management with
Sequent Energy Management and gas storage projects in Louisiana and Texas.
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About AGL Resources
• Atlanta Gas Light• Chattanooga Gas• Elizabethtown Gas• Elkton Gas• Florida City Gas• Virginia Natural Gas
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FCG
VNG
AGL
ETG
CGC
Elkton
Distribution Operations
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Atlanta Gas Light• More than 1.5 million average customers as of June 30,2007
• Function to sell retail natural gas deregulated since 1997
• Currently 12 marketers
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Chattanooga Gas• 62,000 average customers as of June 30, 2007
• Serves Hamilton and Bradley counties in southeast TN
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• 272,000 average customers as of June 30, 2007
• Serves Union, Middlesex, Sussex, Warren, Hunterdon, Morris and Mercer counties
Elizabethtown Gas
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Elkton Gas
• 6,000 average customers as of June 30, 2007
• Serves Greater Elkton on Maryland’s Eastern shore
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Florida City Gas
• 104,000 average customers as of June 30, 2007
• Serves Miami-Dade and Brevard counties
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Virginia Natural Gas
• 271,000 customers as of June 30, 2007
• Serves Southeastern VA
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Electronic Commerce• 7,806,447 = EDI transactions for 2006• Supply Chain
– Purchase Orders– Invoices– Vendor Payments
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Electronic Commerce – Part Two• North American Energy Standards Board (NAESB)
Transactions– Available No-Notice Withdrawal for Operator – G873ANNW & G873ANNI
– Pre-Determined Allocation – G873PDAL
– Request for Confirmation – G873RQCF
– Confirmation Response – G873RRFC
– Scheduling – G873SQOP
– Enrollments / Response – Original, Changes and Drops
– Historical and Monthly Meter Usage - 867
– Energy Service Provider Invoicing & Application Advice – 810 & 824
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Electronic Commerce – Part Three• How do we handle customers’ gas payments?• How do we incorporate six utilities’ regulatory
requirements?– Multiple Channels
• Lockbox • Electronic• Walk-in• Collection Agencies
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Natural Gas Payments• Payment Methods
– ACH/CTX/CIE – various online banking tools or corporate functions
– IVR - Speedpay– Web - Speedpay– Recurring – authorized monthly withdrawals
• Payment Types– ACH (checking, savings, money market)– Credit Cards, ATM Cards, Pin-less Debit Cards
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Payment PartnersOver 180,000 transactions/month:
Certegy (Fidelity BillPay®) CheckFree CheckFreePay Global Express MasterCard RPPS® Metavante Online Resources WesternUnion® Speedpay®
Western Union Speedpay is a registered service mark
of E Commerce Group Products, Inc.
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AGL Resources Case Study Payment practices using Western Union Speedpay
• Ten + years ago – “check by phone” concept patented• Check writing software installed – DOS based• Physically printed checks and mailed to lockbox• Upgraded to Windows version• Migration to the Speedpay ASP extranet application
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Service OverviewMany channels maximize payment acceptance capabilities
Walk In
IVR
Internet
Desktop
WU Call Center eBill/ Payments
Outbound Msg
WU Payment Channel / Type Currently Utilized
AGL
Resources
Cash
ACH
Credit Card
Debit Card
ATM
ACH
Credit Card
Debit Card
ATM
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Service Overview05/03: Chattanooga Gas (CGC) & Virginia Natural Gas (VNG)
• Go Live on Extranet
01/05: VNG adds IVR & Internet Channels
03/05: CGC adds IVR & Internet Channels
06/05: Elkton Gas, Elizabethtown Gas & Florida City Gas • Go Live on Extranet, IVR & Internet
09/06: Rollout of payments accepted via API
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Electronic Payment VolumeMay 2003 – May 2007
YEAR 1
YEAR 2
YEAR 3
YEAR 4YEAR VOLUME
2003 - 2004 61,538
2004 - 2005 113,236
2005 - 2006 319,793
2006 - 2007 387,903
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Payment TrendsDistribution of electronic payments by type
2003 - 2004 2004 - 2005 2005 - 2006 2006 - 2007
CSR ASSISTED
100% 85% 39% 31%
SELF SERVE 0% 15% 61% 69%
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Payment TrendsDistribution of electronic payments by interface
2003 - 2004 2004 - 2005 2005 - 2006 2006 - 2007
Channel %
CSR 100
IVR 0
WEB 0
API 0
Channel %
CSR 85
IVR 7
WEB 8
API 0
Channel %
CSR 39
IVR 25
WEB 36
API 0
Channel %
CSR 17
IVR 21
WEB 48
API 14
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Payment TrendsDistribution by payment type
2003 - 2004 2004 - 2005 2005 - 2006 2006 - 2007
PMT %
ACH 100
ATM 0
CARD 0
PMT %
ACH 68
ATM 2
CARD 30
PMT %
ACH 58
ATM 6
CARD 36
PMT %
ACH 60
ATM 6
CARD 34
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Electronic VolumesBefore & after fee addition
'03-'04
'04-'05
'05-'06
'06-'07
YEAR 2003 - 2004 2004 - 2005 2005 - 2006 2006 - 2007
VOLUME 61,538 113,236 319,793 387,903
03/05: Same Fee Across all Channels*
* With the NUI acquisition, some payments were coming in through another vendor, but were migrated to Speedpay
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Current & Future InitiativesWeb Services
Real-time integration via Web services • Current Initiatives
– Performs Web service call to execute a payment transaction
• Future Initiatives– Account validation lookup using a Web service call
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Current & Future InitiativesFlexible Pricing Models
• Continue to refine payment options• Modification to payment model possible• Customer service portal• Electronic Bill Presentment
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Current & Future InitiativesPotential Additional Channels
• Online Banking Payments• Recurring Payments• Outbound Messaging
– Can be integrated with payment IVR
• Mobile/SMS Payments
• Electronic Bill Presentment
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Current & Future InitiativesConsumer Marketing Campaign Assistance
• Create awareness & educate consumers
• Past and future plans service:*Postcards/Direct Mail *Couponing
*Statement Messaging *Web Messaging
*Email Messaging *Bill Stuffers
*IVR Messaging *Magnets
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Current & Future InitiativesConsumer marketing campaign assistance