Deep in the Heart | San Antonio, TX

Deep in the Heart | San Antonio, TXHenry B. Gonzalez Convention Center

Host Utility:

CS Week Program

2

CS Week Programsponsored by:

Rod LitkeCEO

CS Week

Rod LitkeCEOCS Week

It’s the Happiest Time of the YearNo, not the holiday song but the outlook ofall the teams working to make CS Week2014 in San Antonio even more valuableto participants. CS Week is a utility-focused, utility-driven educationalopportunity for attendees and exhibitorsfrom across the globe. And it is theseutility professionals volunteering toorganize or present who make your time atCS Week valuable to you and your utility.

The idea of a “happiest time” may soundodd for an educational conference, but theenergy that goes into creating a new venuesuch as last year’s Key Account Forumcarried over immediately to the first-yearparticipants, speakers and everyoneinvolved.

The surge of energy and networking at lastyear’s CS Week in Tampa didn’t end whenthe conference crates were unloaded at ouroffice in Texas. The interest and sugges-tions shared in person as well as on thesurveys mobilized a greater move towardyear-round informational or educationaloutreach. Participation in this year’sSecond Tuesday at 2 and Third Tuesday at2 webinars has grown steadily. 311Synergy Group has grown exponentially aswell as adding quarterly webinars. Womenin Utilities launches a series of three

monthly webcasts beginning this month. Ifyou are not getting notices of these events,complete information is available underthe Education tab at www.csweek.org.

Your surveys were more valuable thanever this year – from calibrating yourprofessional interests and needs to newdirections to explore. The PlanningCommittee and Executive Advisory Panelwatched for trends and new avenues,coming up with ideas for presenters andother aspects to enrich your learningexperience. A totally new CS Week wascreated in less time than usual because ofthe strength of suggestions and enthusiasmwith ideas.

The Expanding Excellence Awards thattraditionally open the Conference are agreat barometer of utility interest and thisyear that is developing much earlier asutilities contact us. Teams from utilitiessubmitting entries are taking advantage ofthe 50% discount for up to five teammembers. Applications are now open. Thedeadline for submissions has beenextended to February 17, 2014.

Our exhibitors and sponsors are lookingforward to Conference 38 as well. The mixof products and services utilities are

searching for is fluid every year astechnologies change, new services developand utilities search for the dynamicconsultants to work with them on thechanging facets of their businesses. CSWeek sponsors are key to our ability toprovide excellence in education at areasonable cost.

So much more is going on – including anamazing keynote speaker on Thursday –that you’ll want to register early. Yournetworking opportunities abound. Womenin Utilities will again need a largerballroom as attendance soars again. TheExhibit Hall is filling quickly. But it is thesheer energy of this year’s Colleges,Synergy Groups, Executive Summit, KeyAccount Forum and workshops that justifyyour time at CS Week in San Antonio, TX.

I look forward to meeting you, sharing theunique ambience of this unique city andsharing the best in meter-to-cash educationwith you.

3

Kerry OvertonDeputy GM

Austin Energy2014 Conference Chair

Good Education Is Nice.Great Education Moves You and Your Utility ForwardFrom the largest IOUs to cooperatives andthe smallest public power utilities, it is theskills and knowledge of the employeeswho serve our customers that make adifference. Our businesses are challengedon all sides. New technologies constantlychange the landscape around us, even thestrategies we employ, but through it all,we can never forget the customers weserve.

The workshops of Conference 38 in SanAntonio build on a long tradition oftechnical excellence and business pro-cesses to provide attendees with theessential skills and up-to-date informationneeded in your job. New workshops everyyear offer rich content across the Cus-tomer Service Lifecycle to providesolutions, strategies and solid informationcustomized to meet your needs and thoseof your utility.

As you scan this year’s workshop topicsyou find the word “customer” specificallyin 18 of the 60-some workshop titles,across every one of the 11 topic segments.Your customers and the changing de-mands and opportunities to interact withthem are key to everything you do and the

Kerry OvertonDeputy GMAustin Energy2014 Conference Chair

results you achieve. It’s our job to bringyou new options, fresh information andperspectives from many different corners.

I marvel every year at the industry leadersand top managers who offer each year’sconference their time and talent. Some ofthem see our industry from a perspectivethe rest of us cannot imagine.

In many ways, their intellectual generosityraises a key reason to attend CS Week:“What’s most important when you want tolearn? Is it paying “high dollar” to listen topaid speakers with prepared scripts in afancy hotel? Or do you learn bettersurrounded by utility peers, engaged inrelevant presentations with top workingutility professionals? For me the answerhas always been clear. I want to learn fromthe best utility speakers as they teach fromexperience – honestly, warts-and-all, abouttopics they know personally. And thatdifference makes CS Week worth yourtime and effort – and your utility’ssupport.

As you scan this year’s workshops, you’llsee that last year’s inclusion of watertopics and speakers as well as Canadian

issues and speakers continues this year.The “Workshops at a Glance” on pages16-17 identify each under one of 11categories, including the freshest hands-on category – the winning teams from theExpanding Excellence Awards.

I encourage everyone to network at everyopportunity. The relationships you buildand information you gather provide youwith a wealth of viewpoints as well aspersonal contacts as resources for insightand inspiration.

From high level concepts to take ‘emback to work ideas, all the groups andvenues are committed to you. I lookforward to meeting you and welcomingyou to every segment of this educationalpowerhouse we proudly call CS Week.

4

Monday, May 5, 2014

A Mobile Way of Life – How Utilities Can Getin the Game with Their Customers

Sendero

Advanced Customer Engagement Techniques

SAP

Change Management Strategy andExecution within the Utility Sector

PwC

Evaluating Your CIS Options: Maintain,Migrate, Enhance or Replace?

Five Point LLC

Project Management –Advanced Techniques for a

Large Project ImplementationIBM

Please visit www.csweek.org for final agenda.

Monday, May 5

Registration7:00 - 8:30 am

Breakfast7:30 - 8:15 am

Welcome8:15 - 8:30 am

Becoming Easy to Do BusinessWith8:30 - 9:30 am

Achieving High E-Bill AdoptionRates9:30 - 10:30 am

Cracker Jack Moments10:45 am - 12:00 noon

Executive Luncheon12 noon - 1:00 pm

The Fallout from Target, What’syour Enterprise RiskManagement Plan1:00 - 2:00 pm

Transforming the CustomerExperience on Long Island2:00 - 3:00 pm

Technology Roadmap3:30 - 4:45 pm

Wrap Up & Close4:45 - 5:00 pm

Cocktails and Networking6:30 - 7:00 pm

Executive Dinner7:00 - 9:00 pm

Sun. May 4 - Tues. May 6, 2014

Oracle Synergy GroupTuesday 8:00 am - 3:15 pm

SAP Synergy GroupMonday 8:00 am - 5:00 pm

Tuesday, May 6

Registration7:00 - 8:30 am

Breakfast7:30 - 8:15 am

Welcome8:15 - 8:30 am

Leveraging Smart Infrastructureto Extract Value: CustomerEngagement8:30 - 9:30 am

Creating a Customer FocusedCulture throughout the EntireOrganization9:30 - 10:30 am

Social Media Update11:00 am - 12:00 noon

Executive Luncheon12 noon - 1:00 pm

Moving from Customer Serviceto Customer Experience1:00 - 2:00 pm

Mobile Strategy for EngagingCustomers2:00 - 3:00 pm

Wrap Up & Close3:00 - 3:30 pm

Executive Summit to Exhibit Hall4:00 - 6:00 pm

Legacy CIS Synergy GroupTuesday 8:00 am - 3:00 pm

Customer EngagementSynergy Group

Tuesday 8:00 am - 3:00 pm

Credit and CollectionsSynergy Group


Billing & PaymentsSynergy Group


311 Synergy GroupSunday 9:00 am - 5:00 pmMonday 8:00 am - 5:00 pmTuesday 8:00 am - 4:30 pm

Smart InfrastructureSynergy Group

Tuesday 8:00 am - 3:30 pmTues. May 6 - Wed. May 7, 2014

Driving Customer SAT

Applying Sales Methodologies to Key AccountManagement

Account Coverage Transformation

Benchmarking Data for Key Accounts

Top 5 Trends in 2014 for Account Management

Major National Account View

How to Succeed at Key Account Management

City/Government Relations and Street Lights,Combine into Key Accounts or Separate?

We vs. Me; Teaming Approachesto Key Accounts

Proactive Communicationswith Your Customers

Systems & SoftwareSynergy Group


Green Button Synergy GroupMonday 8:00 am - 3:00 pm

5

Sunday, May 4

RegistrationSponsored by: SunGard9:00 am - 5:00 pm

Monday, May 5


Tuesday, May 6


Exhibit Hall Hours1:00 pm - 6:00 pm

Attendee OrientationSponsored by: SAP3:15 pm - 3:45 pm

Welcome ReceptionSponsored by: Oracle4:00 pm - 6:00 pm

Women in UtilitiesElite Sponsor: AAC Utility PartnersCo-sponsored by:Vertex Business Services, SAP6:00 pm - 7:30 pm

Private Events7:30 pm

Preliminary schedule subject to change.

Wednesday, May 7

Continental Breakfast7:15 am - 8:00 am

RegistrationSponsored by: SunGard8:00 am - 11:45 am

General Session Welcome& Keynote SpeakerSponsored by: Opower8:00 am - 8:30 am

Expanding Excellence AwardsAnnouncements8:30 am - 9:15 am

Exhibit Hall Invitation-OnlyConsultations/Demos9:00 am - 11:00 am

Session 1 Workshops9:30 am - 10:30 am

Refreshment BreakSponsored by:Meridian Integration, LLC10:30 am - 10:45 am


Exhibit Hall Hours11:00 am - 6:30 pm

Exhibit Hall Luncheon12:30 pm - 1:30 pm

Session 3 Workshops1:45 pm - 2:45 pm

Refreshment BreakSponsored by:Meridian Integration, LLC2:45 pm - 3:00 pm


Networking Reception4:30 pm - 6:30 pm

Canadian Networking Reception4:30 pm - 5:30 pm

Private Events6:30 pm

Thursday, May 8


General Session & Keynote SpeakerErik WahlSponsored by: IBM8:00 am - 9:00 am

Exhibit Hall Invitation-OnlyConsultations/Demos9:00 am - 11:00 am


Refreshment Break10:15 am - 10:30 am



Exhibit Hall LuncheonSponsored by: MECOMS by Ferranti11:45 am - 12:30 pm

Dessert & Coffee Reception1:30 pm - 2:30 pmSponsored by: Tendril


Refreshment Break3:30 pm - 3:45 pm


La Villita Special EventSponsored by: Harris Utilities7:00 pm - 10:00 pm

Friday, May 9



Refreshment BreakSponsored by: The Mosaic Company9:15 am - 9:30 am

Closing General Session9:30 am - 10:30 am

Vehicle Giveaway10:30 am

6

Penni McLean-Conner*Northeast Utilities

Sue Daulton*Tacoma Public Utilities

Kerry Overton*Austin Energy

Andrea Pelt*Florida Power & Light Company

Mark Wyatt*Retired from Duke Energy

Todd Arnold**Smart Customer Insights, LLC

Saurabh BansalNRG Energy

Daniel EichhornPSE&G

Janet GrabinskiDallas Water Utilities

Keith JenningsEnergen Corporation

Ann KellyCanadian Electricity Association

Jacqueline KirwinNortheast Utilities

Tim LangWe Energies

Mary Ann MartinezXcel Energy, Inc.

Becky PopeGreenville Utilities Commission

Lois StarkKansas City Power & Light

Company

David TomlinsonProgress Energy Florida

Penny TootleLas Vegas Valley Water District

Joe TrentacostaSouthern Maryland Electric

Cooperative

2014 Advisory Panel

2014 Planning Committee

Gary HayesCenterPointEnergy

Vic HatridgeNashville ElectricService

Tom LoskiFortisBC

Erwin FurukawaSouthern CaliforniaEdison Company

Joseph ForelinePublic ServiceElectric & GasCompany (PSE&G)

Karen LewisTampa ElectricCompany

Dana DrysdaleSan Jose WaterCompany

Tanis KozakDirect EnergyResidential

Todd Arnold2014 SummitChairman

Mike LoweSalt RiverProject

Johnny MagwoodNortheast Utilities

Alisa MannLas Vegas ValleyWater District

Dan TunnicliffSouthern California Edison

Company

Pamela WheatONCOR Electric Delivery

Donna Williams-OrmondCity of Richmond

Darren YatesONEOK, Inc.

2014 Executive Advisory PanelBack row, L-R: Nate King, Cognizant; Raja Mukherjee, Systems & Software; JonBrock, Desert Sky Group; Guerry Waters, Oracle; Kerry Overton*, Austin Energy;Jim Curtin, PwC; Todd Arnold**, Smart Customer Insights; Tony Erickson, Hewett-Packard; Rich Charles, Five Point.

Front row, L-R: Rod Litke*, CS Week; Andrea Pelt*, Florida Power & LightCompany; Sharelynn Moore, Itron; Teresa Hansen, Electric Light & Power; PenniConner*, Northeast Utilities; Sue Daulton*, Tacoma Public Utilities; KimberlyMitchell, Interweave; Marie Bahl, Opower; Lisa DiChristofer, SAP; Jerry Duvall*,CS Week.

*Board member **Associate Board Member

Kerry OvertonAustin Energy

PenniMcLean-ConnerNortheast Utilities

David McKendryHydro OttawaLimited

Hallie ReesePepco Holdings,Inc.

Joe TrentacostaSouthern MarylandElectricCooperative

Mark WyattRetired fromDuke Energy

Rod Litke*CS Week

Jerry Duvall*CS Week

John SildCS Week

*Board member**Associate Board Member

7

May 5, 2014

CS Week Colleges are for utility and governmental employees only.

www.csweek.org/college

A Mobile Way of Life – How Utilities Can Get in the Game withTheir CustomersJeff Winton, Sendero

Mobile solutions are now a way of life for many people. Customers are using mobiledevices for just about everything and utilities have an incredible opportunity to takeadvantage of this medium. This course is designed to arm students with informationand tactics designed to increase customer engagement specific to mobile solutions.From the establishment of a mobile strategy to the implementation of multiple mobilesolutions, students will learn how to navigate the operational, technical and commu-nication challenges associated with the development of mobile offerings. The coursewill include discussion and demonstrations of specific mobile solutions such ascustomer preferences, notifications, billing, outage reporting and mobile websitefunctionality.

Advanced Customer Engagement TechniquesSAP

Engaging the customer is a key opportunity for every utility, beginning with knowingwho the customer is, which customer groups have what expectations and providesconsistent data and messaging across all communication networks. “Big Data” alsoplays a role in successfully engaging the customer. It is vital to understand thatengagement may include operational data, even grid conditions.

Successful customer engagement is not achieved overnight. Learn multiple factors,including how the individual elements bring value by themselves and the additionalbenefits possible when implementing them together and the integration aspects. Inthis class we will cover “Big Data” as it applies to customer engagement and how itcan be turned into value. Learn how the convergence of IT and OT can provideadditional benefits to an efficient and effective customer engagement strategy.

Change Management Strategy and Execution within the UtilitySectorPhilip McLemore, PwC US Power & Utilities Human Capital LeaderMark Perlite, PwC US Power & Utilities Human Capital Manager

A focus on customer relationships requires process innovation, technology andeducation. Utilities should anticipate the needs of customers and build services and

pricing plans based on these needs. But the road to agility and change success is often blockedby people-related issues. A key lesson is that 98% of the factors that determine if an initiativeis a success or failure are related to people.

"Excellent change management" means structured, rigorous, consistent and effective method-ology, tools and processes. Accepting changes to processes and systems that utility employeeshave used for many years can be difficult.

Successful utilities see strategic value in engaging employees before, during and after a large-scale transformation and reinforce behavioral changes through performance measures.Building an agile organization that flexes with change leads to change that ‘sticks’ and yieldslong-term benefits..

Evaluating Your CIS Options: Maintain, Migrate, Enhance or Replace?Greg Galluzzi, Senior Vice President, Five Point LLCGary Weseloh, Vice President, Five Point LLC

Many utilities are experiencing challenges from an aging CIS. Are your emerging Smart Gridtechnologies or demand response requirements taxing your current CIS? Is the underlyingtechnology for your CIS approaching obsolescence? Are key CIS support staff nearingretirement age? Is your CIS limiting the levels of service you would like to provide customerswith?

This course introduces a practical step-by-step process for assessing your CIS alternatives,determining the optimal path to a future solution, and building a business case which supportsthis solution for your organization; and will provide a mix of “how to” methods and tech-niques illustrated by real life examples from other utilities facing similar CIS challenges.

Project Management – Advanced Techniques for a Large ProjectImplementationJohn Hutchinson, Managing Consultant, IBM’s Global Energy and Utilities Industry Center of

Competence

This course is packed with crucial information for any utility professional considering orattempting a large system implementation project such as a CIS or CRM project. No matter thesize of your utility, municipality or cooperative, large and complex IT projects are among themost difficult initiatives your business will undertake. Indiscriminate or careless projectmanagement techniques will set you up for failure. Even “by the book” methodologies will notguarantee your success. However, advanced project management techniques will give yourproject the extra control to help you succeed. This session will provide insights and bestpractices from various large IT projects and look at what utilities and consultants on successfullarge IT implementations have done in the way of advanced project management techniques tomake their projects a success.

8

May 5-6, 2014

CS Week Synergy Groups continue to meet the needs of utility managers to be exposed to new ideas and different approaches intheir specific fields. Last year’s new synergy groups – Customer Engagement and Smart Infrastructure – continue to educatemembers on current issues, strategies and ongoing changes and maturation in their areas.

With a venue manager now supporting these groups, opportunities for year-round involvement include webcasts, newsletters andother discussion venues.

Synergy Group registration for utility and governmental attendees only (with the exception of Green Button and Smart Infrastructure). Admittance to session is subject to presenter approval.

May 6, 2014$125 Registration Fee






May 6, 2014Complimentary Registration



May 4-6, 2014$199 Registration Fee

The 311 Synergy Group invites you to join us for the 2014 Spring meeting being held on May 4-6, 2014, atthe Henry B. Gonzalez Convention Center to discuss ways to improve their customer service centers. TheSpring meeting provides beginning and experienced 311 industry leaders the opportunity to see newproducts and systems, learn from experts, and share successes and lessons learned with one another.

9

May 6, 2014

Women in Utilities exemplifies strategic networking as a valuable interconnectionof talented professional women in diverse and challenging jobs. This increasinglyinteractive group continues to generate greater interest and strong attendance.Laughter and conversation punctuate each annual reception.

Key Account Forum continues to grow since launching in Tampa as an invitation –only, two-day specialty group. Tightly aligned with the manage-ment and strategic skills required for the professionals who manage their utilities’ largest accounts, response confirms the value of this forum setting.This year’s topics include:

May 6-7, 2014

Driving Customer SAT

Applying Sales Methodologiesto Key Account Management

Account Coverage Transformation

Benchmarking Data for Key Accounts

Top 5 Trends in 2014for Account Management

Elite Sponsor:

Co-Sponsors:

Major National Account View

How to Succeed at Key Account Management

City/Government Relations and Street Lights –Combine into Key Accounts or Separate?

We vs. Me; Teaming Approaches to Key Accounts

Proactive Communications withYour Customers

10

w w w . c s w e e k . o r g / e x e c u t i v e s u m m i t

May 5-6, 2014

Todd Arnold2014 Summit Chairman

“Two thought provoking days exchanging insights with your peers -- IT and customer service executives leading theirutilities through the challenge of delivering customer experience excellence while containing costs, enhancing services,upgrading technologies and meeting the customers' ever changing expectations. CS Week Executive Summit maximizesyour access to the relevant information, experience, solutions, and contacts you seek to ensure effective strategies foryour utility, your employees and your customers.”

Becoming Easy to Do Business WithRenee Castillo, Sr. Director, Customer Service, Salt River

ProjectDana Drysdale,Vice President, Information Systems, San

Jose Water Company

Self-service interactions via mobile, IVR and web are nowbecoming the most used channels. However measuring andmonitoring the customer experience in these channels lags.

This panel explores their techniques to understand theircustomer self-service experience and efforts to enhance andimprove.

Achieving High e-Bill Adoption RatesDave McKendry, Director, Customer Service, Hydro Ottawa

Hydro Ottawa has delivered explosive growth rates in theadoption of their "Go Paperless" services. With 33%penetration of MyHydroLink (My Account) and 20% E-Billpenetration and growing rapidly.

Hydro Ottawa will outline the approach and the variety ofcoordinated activities undertaken by Customer Service,Communications, IT, HR and Conservation and DemandManagement to deliver these impressive results in a shortperiod of time.

Cracker Jack MomentsPanelists to be announced

Providing customers "Cracker Jack Moments," Chip Bell'sbook, "9 1/2 Principles of Innovative Service", describesthe Cracker Jack Principle, which is service with a surprise."While the prize has little commercial value, its emotionalvalue was priceless. Surprise breaks the monotony of ho-hum, communicates a caring attitude and fosters aninfectious spirit that customers cannot wait to narrate toothers." This panel will engage attendees in sharing theircracker jack processes or ones they are contemplating.

The Fallout from Target, What’s YourEnterprise Risk Management PlanPanelists to be announced

The fallout from the security breach at Target has beenmassive. Analysts speculate the breach could be a financialdrain on the company for several more quarters. Faced withthis news, Boards across the continent are asking theirexecutives about their Enterprise Risk Management Plan.Attend this session and hear from utility executives abouttheir plan, updates and recent tests of the plan. This willcover both business and operational aspects of utilitycompanies.

11

Sponsored by:

Transforming the Customer Experience on Long IslandDan Eichhorn, Vice President, Customer Services, PSE&G Long Island

Long Island Power Authority has recognized a need to change and improve customersatisfaction. In 2013 LIPA was ranked last in the country in each of the 6 JD PowerSurvey categories and achieved the lowest score ever in the American CustomerSatisfaction Index.

PSEG will be assuming responsibility for all utility operations in January of 2014.PSEG will review its plans on how they intend to transform the customer experiencefrom last in the country to top quartile performance in the east.

Technology RoadmapVic Hatridge, VP & CIO, Nashville Electric Services, ModeratorPanelists to be announced

Utilities are taking a critical look at their IT platforms and evaluating how to positionthe platform for long term success. What applications should be retired, outsourced,enhanced and what new applications should be added. A technology roadmap iscritical. This session explores the elements of a successful technology roadmap.

Leveraging Smart Infrastructure to Extract Value: CustomerEngagementAngela Guillory, VP, Customer & Market Operations, OncorHallie Reese, VP, Customer Care, Pepco Holdings

Smart metering investments are now in the billions of dollars nationally. How is thissmart grid investment impacting customer engagement?

Hear from smart grid pioneers to learn how they are leveraging the smart gridinvestment, managing the smart grid data, and innovating new programs and servicesthat engage the customer.

Creating a Customer Focused Culture throughout the EntireOrganizationErwin Furukawa, SVP, Customer Service Business Unit, Southern California Edison

This session explores how utilities are engaging all employees, from the linetechnician to the engineer to the customer service associate in being passionate aboutsuperior customer service.

Learn techniques from this panel on how to align all employees around a customerservice culture.

Social Media UpdateDr. Julie Albright, Research Scientist, University of Southern California

Dr. Albright will provide an update on the latest trends in social media andthe connected consumer and how they impact the utility consumer andemployee.

Dr. Albright is known for providing powerful insights into how theintersection of digital technologies, internet communications, and newmedia is impacting social structures and behaviors.

Moving from Customer Service to CustomerExperienceSpeaker to be announced

Utilities are increasingly focused on achieving the highest level of customersatisfaction, driving increased engagement and making the customerexperience easy and convenient. Our speaker will review their customerexperience vision and customized product offerings. Further they willdiscuss their use of Customer Journey Mapping in their effort to move fromCustomer Service to Customer Experience.

Mobile Strategy for Engaging CustomersDana Drysdale, Vice President, Information Systems, San Jose Water

Company, ModeratorPanelists to be announced

A panel of speakers joins the Executive Summit to share the trends inregards to customer mobility, mobile applications, integrated channelmanagement, and integrated customer experience.

This session discusses the leading platforms and technologies forconnecting with today's digital customers.

12

General Sessions

Wednesday, May 7

Expanding Excellence Award Announcementsstructure, these prestigious awards recognize outstand-ing contributions and innovation in utility customerservice. A series of brief videos will introduce thewinning utilities – large and small – for Best SmartInfrastructure Project, Best CIS Implementation,Innovation in Customer Service and Best MobilityImplementation.

Thursday, May 8

Erik WahlArtist, Author, Entrepreneur & Philanthropist

To call Erik Wahl "another speaker" isthe equivalent of calling the Mona Lisa"another painting."

Erik Wahl is an internationally recognizedartist, # 1 best selling author and entrepre-neur. Erik redefines the term "keynotespeaker." Pulling from his history as both abusinessman and an artist, he has grown tobecome one of the most sought-after

The announcement of the 2014 Expanding ExcellenceAward-winning utilities and a brief video summary oftheir successful strategies set a high standard for theworkshops, events and educational groups of Confer-ence 38 that follow. Created in conjunction withElectric Light & Power to salute excellence in meter-to-cash customer engagement, IT and Smart Infra-

Hydro One ElectricityDiscovery Centre

Sponsored by:

Introduced in late November, Hydro One’s Electricity Discovery Centreis a treasure trove of different ways to engage customers in the “new”world of electric utilities, far more than flipping a switch.

The display includes a Chevy Volt and charging station to open conver-sations on distribution systems. A series of interactive game screens onelectricity safety for kids is certainly a winning concept. Time-of-Useand energy efficiency components add to the obvious effectiveness ofthe entire concept.

The complete unit will be in the Exhibit Hall in San Antonio for bothtours and more extensive conversations.

corporate speakers available today. Erik's on-stage painting seamlessly becomesa visual metaphor to the core of his message, encouraging organizations towardprofitability through innovations and superior levels of performance.

13

NetworkingAnnual Special Event Becomes“Fiesta” at La Villita

Sponsored by:

Thursday evening, May 8, 7:00-10:00 pm

A wonderful historic neighborhood on the banks of the San Antonio River, La Villita will rollout all the music and fun of a fiesta for the 2014 Special Event, Thursday evening. Ideallylocated across from the convention center and perched above the San Antonio River, it invitesattendees to wander through the small artisan craft shops and colonial-era buildings for asense of the old city and a taste of the city’s Mexican heritage. Enjoy the music and dancing,great Mexican food, the laughter and the networking. Always full of surprises in San Antonio,the Special Event makes this last evening memorable for all the right reasons.

San Antonio Welcomes CS Week

HiltonPalacio Del Rio

$193 + tax800-445-8667

Group Code: CSW

Hyatt RegencySan Antonio Riverwalk

$183 + tax888-421-1442

Group Code: CSWK

Grand HyattSan Antonio$193 + tax800-233-1234

Group Code: CSWK

Additional information and online hotel registration is available at www.csweek.org.Look for the Hotel Accommodations link under the Registration tab.

San Antonio is a fascinating, pedestrian-friendly city with a greatconvention center for our educational and social purposes plus anentire city waiting to be enjoyed right outside the door.

One of the Wild West’s oldest cities, you are less than a quarter milefrom the Alamo. Dozens of historic, cultural, dining and shoppingdestinations lie within easy walking distance.

For those of you arriving early for CS Week and Conference 38, SanAntonio celebrates Cinco de Mayo May 3-4, 2014 with mariachis,great food, concerts and speakers at historic Market Square.

CS Week has negotiated a Conference price at three hotels for CSWeek attendees. Visit the CS Week website to make your hotelreservations online.

14

Thank You SponsorsSincere appreciation is extended to all Sponsors supporting CS Week through their investment of time, energy and resources...

Oracle - CS Week Tuesday Welcome ReceptionOracle - CS Week Splash SponsorshipOracle - CS Week Hotel Room KeysOracle - CS Week Escalators - Exclusive in Convention CenterOracle - CS Week eNewsHarris Utilities - CS Week Special Event HostFive Point - CS Week Badges and LanyardsFive Point - CS Week Spring NewslineItron, Inc. - CS Week BagsSAP - CS Week Exclusive WebsiteSAP - CS Week Attendee OrientationIBM - CS Week Thursday KeynoteHewlett-Packard - CS Week Splash SponsorshipHewlett-Packard - CS Week Exhibitor CatalogHewlett-Packard - CS Week Post-Conference Workshop PresentationsEY - CS Week Executive Perspectives VideosEY - CS Week Press Room SponsorshipOpower - CS Week Wednesday KeynoteOpower - CS Week Conference Workshop Track - Customer EngagementOpower - CS Week Registration ConfirmationAAC Utility Partners - CS Week Women in Utilities Reception Elite HostPwC - CS Week ProgramSmart Utility Systems - CS Week Cyber CafeTendril - CS Week On-Site GuideTendril - CS Week Exhibit Hall Dessert & Coffee ReceptionVertex Business Services - CS Week Splash SponsorshipVertex Business Services - CS Week Exhibit Hall Networking Bar

Vertex Business Services - CS Week Conference RoomSimple Energy - CS Week Tuesday Success Stories WebinarsSimple Energy - CS Week Winter NewslineMetrix Matrix - CS Week Official SurveyElectric Light & Power - CS Week Official Print MagazineMECOMS by Ferranti - CS Week Thursday LunchiFactor - CS Week Charging Station DeluxeMilestone Utility Services, Inc. - CS Week Attendee DirectoryKUBRA - CS Week PensOrigin Consulting, LLC - CS Week Exhibit Hall LoungeSunGard - CS Week Registration CountersMeridian Integration, LLC - CS Week Wednesday Refreshment BreaksCentric Consulting - CS Week Exhibit Hall Aisle SignageCGI Utilities - CS Week Conference Workshop Track - Field Customer ServiceDesert Sky Group, LLC - CS Week Conference Workshop Track - Strategies and

ManagementHansen Technologies - CS Week Information DeskItineris - CS Week Door HangerLandis+Gyr - CS Week Conference Workshop Track - Smart InfrastructureMillennium Consulting LLC - CS Week Conference Workshop Track - PaymentsNexant Inc. - CS Week Conference Workshop Track - BillingWestin - CS Week NotepadsThe Mosaic Company - CS Week Friday Refreshment BreakERTH Business Technologies - CS Week Mobile AppWaterWorld - CS Week Official Print MagazineOncor - CS Week 2014 Host Utility

CS Week RegistrationBecause education is the best investment a utility can make…

Register 4,Pay for 3 Package

Registration for this special Conference 38 registration package is available for utility employees only. Registration underthis special package is available for a limited time only and must be made by phone. Please contact Julie Shankles,Registration Manager at (903) 893-3214 during working hours: Monday through Friday, 8:00 a.m. - 5:00 p.m. CST.

15

SMART INFRASTRUCTURECovers various aspects of the smart infrastructure including: transitionstrategies for AMR; demand response/demand management; dynamic/real-time/critical peak pricing options; optimization of multiple energy sources(gas/water/electric); integration of renewables, storage and distributedgeneration (including microgrid); plug in hybrid electric vehicles (PHEV);home area networks/energy management systems/consumer displays andcontrol; leveraging 3rd party telecommunications providers; managing timesensitive data (energy infrastructure and customer data); cyber security anddata privacy; AMI/AMR; communications architecture; meter inventory; pre-pay meters; meter read routing; GIS; MDM; load management; loadprofiling.

CUSTOMER ENGAGEMENTExplores current, emerging and enabling processes and technology in: socialmedia; customer acquisition; customer segmentation and marketing; channelmanagement; IVR; CRM; web self-services; call center software; workmanagement; document management; knowledge management; customercommunications during emergencies.

PAYMENTSExamines various payment issues related to: credit/debit card and eCheckpayments and compliance; walk-in and kiosk payments; lockbox operations;treasury functions; cashier workstations; payment processes; electronicbilling and payment; remittance function; consolidated billing and payments.

CREDIT AND COLLECTIONSConsiders new issues and best practices in the areas of: credit and collectionsprocesses; credit and collections software; 3rd party collections; behaviormodeling and scoring; data analytics; disconnect for non-payment; revenueassurance; skip tracing; low income credit and collection practices.

FIELD CUSTOMER SERVICEConcentrates on the various aspects of field operations including outagemanagement; materials management; mobile workforce management; GIS;communications architecture; GPS; broadband; dispatch; routing; scheduling.

BILLINGFocuses on all aspects ofresidential, commercial andindustrial billing including:billing processes; wholesalebilling; billing for otherservices; consolidated bills.

STRATEGIES ANDMANAGEMENTFocuses on trends from a people, process andtechnology perspective by sharing information related to planning,strategies, trends and management of the Customer Experience Lifecycle.

EXPANDING EXCELLENCE AWARDSPresentations by winning utilities in each of the four Expanding Excel-lence categories: Best Mobility Implementation, Best CIS Implementa-tion, Best Smart Infrastructure Project and Innovation in CustomerService.

WATER FOCUSThese workshops will explore business and regulatory issues from a waterutility perspective. All sessions will be presented with a water utilitycompany.

CANADA TRACKOriginally introduced as a forum for sharing information on regulatoryissues and other business factors, the Canada Track has expandedsignificantly with a robust roster of speakers and topics throughout theConference 38 workshop schedule.

EXHIBITOR SHOWCASESExhibitor forum for informing utility personnel about their products andservices and client success stories.

Customer Experience Lifecycle

16

Smart InfrastructureFrom Data Analytics to Utility Decision

ManagementEnabling Energy Conservation through C&I

Demand Response ProgramsThe Mobile Experience Center: A Smart Grid

Education InitiativeOptions for Managing Customer Smart Meter

Opt-In/Opt-Out ProgramsApplying MDM Data Analytics to Evolving

Business RequirementsLessons Learned When Selecting Customers

for a Smart Grid PilotSmart Grid Data Access: What We Have

Learned About Green ButtonManaged Services Model: Focusing on Core

Operations

BillingHelping Customers through the

Process of Change WhenImplementing a New Bill Format

New Enhancements in Net Metering BillingOutsourcing Bill PrintRevenue Recovery: Water Loss Programs &

BeyondIncreasing Adoption of Paperless BillingDriving Customer Adoption of TOU Programs

Workshops At-A-GlanceCustomer EngagementTransforming the Customer

Experience on Long IslandThe Evolution of Customer Communication:

Moving from Emergency Response toDisaster Recovery

Moving to a Virtual Call Center withAt-Home CSR’s

The Golden Rule Brings ComEd Closer to theGold Standard

Building a Digital Strategy to Deliver the TripleBottom Line

Enabling Long Term Customer ConservationSuccess: Peterborough Utilities’ WinningStrategy

Capitalizing on Multiple Channels to Build aPowerful Personal Customer Experience

PaymentsPayment Options to Increase Payment

ProcessingEmpowering Customers with Billing, Payment

& Usage AlertsPiece by Piece - Solving the Payments

Jigsaw with MobileMeeting Our Customers’ Needs Using

Customer Centric KiosksIntegrating Utility Payment Channels

Credit & CollectionsDeposit Alternative Programs – A

Unique Approach to Help Credit andCollections

CIS Optimization at Cleveland Water toImprove Unbilled and Under-CollectedRevenue Recovery

Self Service Reconnection ProcessesCommercial and Industrial Customers Trends

in Credit & CollectionsAssistance Programs - Responding to Low

Income ConsumersCollecting More $$ Fast with Predictive,

Proactive Customer EngagementManage Bad Debt with Tools You Already

Have

Field Customer ServiceKeeping the Power On: Improving

Outage Response & CustomerSatisfaction

De-Leading Water Meter Installations: HowOne Water Utility Is Complying with FederalLaw

Latest Trends in Outage ManagementCommunications

Modernizing Utility Field ServicesIntegrating CIS and EAM to Optimize Field

ServicesEnhancing Field Services at the Property

17

Strategies and ManagementStrategic Technology Map for Utility

Retail DomainEnabling Customer Engagement with CRMStrategies and Lessons Learned in Customer

EngagementCIS Implementation Case StudiesMeter-to-Cash: Improving Customer

Experience and the Bottom LineEvolving Social Media to Social CRM for

Business ResultsOutsourced AMS and HI at the City of Dallas:

Improved Value with Quantifiable ReturnsEnhance Customer Service by Driving

Business Process ImprovementsBest Practices in CIS ImplementationsInnovative Employee Development Approach

to Enhance Customer Value

Expanding ExcellenceAwardsBest Mobility ImplementationBest Smart Infrastructure ProjectInnovation in Customer ServiceBest CIS Implementation

Water FocusHelping Customers through the Process

of Change When Implementing a New BillFormat

Water Focus continued

De-Leading Water Meter Installations:How One Water Utility Is Complying withFederal Law

CIS Optimization at Cleveland Water toImprove Unbilled and Under-CollectedRevenue Recovery

Moving to a Virtual Call Center withAt-Home CSR’s

Empowering Customers with Billing, Payment& Usage Alerts

CIS Implementation Case StudiesRevenue Recovery: Water Loss Programs &

BeyondMeter-to-Cash: Improving Customer

Experience and the Bottom LineOutsourced AMS and HI at the City of Dallas:

Improved Value with Quantifiable ReturnsEnhance Customer Service by Driving

Business Process ImprovementsManage Bad Debt with Tools You Already

Have

Canada TrackFrom Data Analytics to Utility Decision

ManagementThe Evolution of Customer Communication:

Moving from Emergency Response toDisaster Recovery

The Mobile Experience Center: A Smart GridEducation Initiative

Canada Track continued

Options for Managing Customer SmartMeter Opt-In/Opt-Out Programs

Smart Grid Data Access: What We HaveLearned About Green Button

Modernizing Utility Field ServicesIncreasing Adoption of Paperless BillingEnabling Long Term Customer Conservation

Success: Peterborough Utilities’ WinningStrategy

Best Practices in CIS Implementations

Exhibitor ShowcasesGetting the Most Out of Your Smart

InfrastructureFive Universal Truths of the Utility CustomerMaximizing Value with Analytics and Services

to Reach True Smart Grid PotentialThe New Era of Customer Engagement:

Moving Beyond Customer SatisfactionAnnual CIS Roundup – What’s Happening

and What You Need to KnowDemystifying the Utility End Consumer

Propensity ModelChanging the Customer Engagement Game:

An Analytics PerspectiveDigital Reinvention – The Future of Utility

Customer EngagementThe Most Advanced Mobile & Portal

Customer Engagement Systems

18

The Mobile ExperienceCenter A Smart GridEducation Initiative

Hydro One has embarked on a set ofprojects to evolve its Transmission andDistribution grid. Most people take theavailability and reliability of their powerfor granted. Hydro One’s average retailcustomer knows very little about theelectricity system and the need to investfurther in it. In addition, with events likethe recent financial crisis and associatedimpact on the economy, average retailcustomers are concerned about the pricethey pay for electricity. Given theserealities, it is important that Hydro Oneeducate its customers and other keystakeholders about their investments in amore modern electricity distributionsystem. This will help increase systemreliability, provide new ways forcustomers to manage their electricitycosts, increase efficiency and thereforekeep rates as low as possible in thefuture, and help the environment. HydroOne has built a mobile experience centerwhich is fully mobile and provideseducation to the consumer. Through theuse of interactive displays, the centerteaches customers about energy usageand efficiency, types of powergeneration, electric vehicle chargingoptions, safety and time of use pricing.

Objectives:

• Showcase an innovative way thatutilities can gain buy-in for energyefficiency and other smartinfrastructure investments;

• Learn how gamification can be aneffective tool for customer;

• Understand the benefits ofinteractive customer engagement.

Options for ManagingCustomer Smart MeterOpt-In/Opt-Out ProgramsDebra Anderson, Dir, Market

Performance, Oncor ElectricDelivery

As AMI implementations are proliferat-ing throughout Canada and the US,customers desire options vs. mandatesfor installation of smart grid and AMItechnologies. Lessons-learned and howthey reacted to consumer concerns,regulatory inquiries and discuss thecorrective actions they employed. Also,address proactive measures and solutionprior to their implementations.

Objectives:

• Understand differences in methodsand drivers for a variety of AMI opt-in/opt-out program implementationsat utilities in Canada and the US;

Applying MDM DataAnalytics to EvolvingBusiness RequirementsGuy Cattaruzza, Senior Director, RMS

& SF, United Illuminating CompanyMatt Schwarz, Dir, Mrktg Comms for

MDM Solutions, Landis+Gyr

The frequency and quality of data isgrowing exponentially as advanced gridinfrastructure is deployed. Thechallenge faced by all utilities isharnessing the data for demand responseprograms, time of use pricing, loadprofile validation, and distributedgeneration programs and energyefficiency initiatives. UnitedIlluminating (UI) has been working tounderstand how the influx of datasupports its business objectives. Since

From Data Analytics toUtility DecisionManagementDean Stepanic, Project Mgr - Automated

Metering, City of Medicine HatElectric Utility

Tim Berson, Director, ProductManagement, Harris UtilitiesSmartWorks

This presentation explores how utilitiescan employ Utility DecisionManagement as a cost effectiveapproach that includes insightfulanalytics, but also combines thebusiness process automation and systemintegration that are necessary to ensureresults without consuming the utility’svaluable resources. It will dispel themyth that such solutions are overlyexpensive and complex.

Objectives:

• Effectively utilize smart grid data tooptimize infrastructure performanceand improve customer service;

• Streamline processes and addresscomplex business problems withconfigurable tools;

• Protect the bottom line throughfocusing investments and improvingefficiencies.

Enabling EnergyConservation through C&IDemand ResponseProgramsLael Fournier, Mgr, Tariff & Contract

Programs, Southern CaliforniaEdison Company

Carol Parker, Energy Efficiency SystemsManager, MidAmerican EnergyCompany

Hear about the utilities experiences,technologies used, results and benefitsassociated with implementing C&Idemand response programs. Discussionon how their utilities have facedchallenges when it comes to reducingenergy usage during times of peakdemand. They will speak to theirinvestments in C&I demand responseprograms that empower customers tomanage their costs, operationalrequirements and help ensure gridreliability. In addition, they will showhow their programs encourageconservation, connect customers withenergy information to foster ongoingparticipation and present a uniqueopportunity for utilities to utilizeadvanced analytics to optimize gridcontrol.

Objectives:

• Improve system wide reliability byencouraging reduction in peakdemand;

• Manage energy usage to achieve costsavings and conservation;

• Empower C&I customers to becomeactive participants in energyreduction by modifying energy usagehabits.

Smart Infrastructure

19

continued next page

the early 2000s, UI has evolved frominitially using home grown systems torunning the Gridstream MDMS. Itsjourney is marked by a successfuldeployment of a hybrid (one way twoway) advanced metering solution thatdelivers the data for the MDMS to applyits analytics to the data on a daily basis.The MDMS offers the flexibility toconfigure business rules to identify andautomate appropriate actions on manycombinations of alerts, changing theway UI interacts with consumers.

Objectives:

• Discuss the business and regulatorydrivers for pursuing advancedmetering and MDM solutions;

• Provide use case examples positivelyimpacted by analytics within theMDMS;

• Discuss the role of the MDMS playsin integrating solutions for smartsystem design.

Lessons Learned WhenSelecting Customers for aSmart Grid PilotGail Allen, Sr. Manager, Market

Intelligence, Kansas City Power &Light Company

This presentation will discuss lessonslearned from customer segmentation tocost of customer acquisition: See howKCP&L used these tools to implement apilot smart grid project in the heart oftheir customer base to a small, urbancore group of customers, segmentingtheir customer base for the pilotprogram, and away from customers noteligible to participate. Including unique

outreach strategies used and includesome grassroots outreach tactics. Reallessons learned will be shared and openfor audience participation.

Objectives:

• What additional segmentation can bedone (without skewing energysavings results);

• Lessons learned that can be sharedwith other utility members.

Smart Grid Data Access:What We Have LearnedAbout Green Button

CS Week has included Green Buttontopics since 2012. At this point, manyutilities have matured their GreenButton offerings and now provide theircustomers significant functionality. Thispanel session will establish a baselinefor the participants to discuss theirsuccess in deploying “Download MyData” or “Connect My Data”, anddiscuss the extent of their projects (fromstraightforward web portal expansion allthe way to a fully automated B2C andB2B data service platform). Participantswill also learn about the organizationssupporting the Green Button Initiative,including government, standards, anddeveloper community.

Objectives:

• Lessons learned from implementingthe Green Button Download MyUsage and Green Button ConnectPlatform;

• How to run a successful campaignpromoting the Green Button Connectand what this means for customerengagement;

• Learn how your utility can utilizethis standard to incorporate GreenButton apps to empower yourconsumers to better understand theirusage.

Managed Services Model:Focusing on CoreOperations

Texas New Mexico Power (TNMP), asubsidiary of PNM Resources, is anelectricity distribution company thatserves nearly 240,000 residential andC&I customers. TNMP covers 13,000square miles of Texas and is spread over76 geographically diverse cities. Withservice territory scattered diffuselythroughout Texas, the utility faced theunique challenges inherent in deliveringpower and services to these disparatepopulations and geographies. TNMPchose a cellular smart gridcommunications network with hostedmanaged services, which included alldata collection and management. In themanaged services model, the collectionengine and meter data managementapplications are hosted in the cloud.Metering data from the smart cellularmeters passes securely through theexisting cellular network to Itron’s datacenter. Once data reconciliation hasoccurred, Itron sends TNMP export filesfor their billing purposes. The systemalso allows for periodic on call usagedata, alarm notifications and errorreports. Consequently, TNMP operationscan focus on performing criticalfunctions and the small IT staff cancontinue to run legacy systems.

Objectives:

• Understand the benefits of a cellularAMI infrastructure;

• Learn how depending on a hostedmanaged services solution for datacollection and management canbenefit your utility;

• See how existing cellular carriers aremaking major strides/developmentsfor AMI.

Billing

Helping Customersthrough the Process ofChange WhenImplementing a New BillFormatTammy MacLaughlin, CIS Process Lead,

American Water

In May 2013, American Water launcheda new customer information system. Theplatform allowed the company to movefrom its non-standard format to a regular8.5 x 11 bill format and provided anopportunity to address design challengeswith a billing statement that had notbeen updated in nearly 10 years. Thispresentation will explore the process ofestablishing a cross functional teamrepresenting all of the state utilitiesimpacted by the potential change.

The session also will provide insightinto how standardization goals wereachieved, how regulatory input wasmanaged and how customers wereprepared for the change.

20

Revenue Recovery: WaterLoss Programs & BeyondHerb Firsching, Billing & Collections

Manager, Gainesville RegionalUtilities

GRU has worked the past seven years toidentify, monitor, and correct billingerror events and other revenueopportunities, including: stoppedmeters; estimate meters; multi family,master meter wastewater wintermaximum; misc A/R; delayedwastewater move in; customers within100 ft. of mains; bypass/fire lines. GRUwill share how it has refined theapproach to revenue recovery byidentifying new CIS automationopportunities, responsibilities,resources, and ways to prevent futurebilling anomalies, collections, and waysto expand the use of GIS. GRU hasdeveloped the Quality Assurance/Quality Control Group to further theseefforts and may entertain 3rd partyrevenue and billing review.

Objectives:

• Verify assumptions on personnelroles and responsibilities;

• Recover revenue with existingresources;

• Quantify results to develop businesscases.

Increasing Adoption ofPaperless BillingChristina Lovering, Supervisor, Billing

& Payments, Tampa ElectricCompany

David McKendry, Director, CustomerService, Hydro Ottawa Limited

Adoption rates for electronic bills rangefrom 5% to 40%. The panel will providevarying opinions on what other utilitiesare doing to increase their paperlessadoption rates and cost savingsassociated with those efforts. Paperlessbilling can also lead to increasedcustomer satisfaction.

Objectives:

• Different perspectives on why someutilities are more successful than theothers;

• Technologies and marketingtechniques to increase adoption ofpaperless billing.

Driving Customer Adoptionof TOU ProgramsTony Valadez, Principal, Reliant Energy,

Inc.

This workshop will take the audiencethrough the Reliant dynamic pricing/TOU journey starting back in 2009 up topresent day. Primary emphasis will beplaced on lessons learned as well aseffective strategies and tactics toincrease adoption across the time andcustomer continuum. An outline of ITtouch points and integration with legacyCIS systems will be discussed alongwith lessons learned. Finally, a livedemo of the Reliant customer facingweb portal illustrating the TOU

Finally, the presentation will reviewwhat was learned through the processand how customer feedback has beenaddressed to further improve the billingstatement.

Objectives:

• How to prepare customers for achange in bill format to reduce callvolume and increase satisfaction;

• How to listen to your customers andaddress their suggestions to achievea success bill launch;

• Learn what key indicators should beon all utility bills.

New Enhancements in NetMetering BillingLisa Carloni, Dir, Billing & Remittance

Processing, Northeast Utilities

Net metering has been flourishing in thenortheast and both the NU companies’billing systems have faced challenges indeveloping a customer friendly bill thatincludes all the requirements associatedwith these rates. The company has twohome grown systems, one is a DB2mainframe (web based front end), andthe other is a decades old mainframewith a Cobal IMS database. Thispresentation will share information onthe requirements of net metering billingin 3 states, including the sharing ofcredits. The development andimplementation of the systemenhancements as well as the bills will bediscussed.

Objectives:

• Learn how Northeast Utilities hasenhanced its two billing systems toprovide more customer friendly bills;

• See how sharing or “allocating” ofnet metering credits has beenautomated;

• Hear how these changes assistcustomers and call centerrepresentatives in betterunderstanding these bills.

Outsourcing Bill PrintJudy Miller, Mgr, Delivery Performance,

Kansas City Power & LightCompany

Renee Wagner, Dir, Billing Services &Operations, Xcel Energy, Inc.

Rick Filarski, VP Strategic Accounts,DST Customer Communications

KCPL will share how they created abusiness case on outsourcing their billprint and cutting costs for their two CISsystems. Hear how Xcel Energycombined best practices with innovativetechnology to redesign their bill setting,set the foundation for improvingcustomer relationships, reducing callcenter volume, building brandawareness, and accelerating their meterto cash cycle.

Objectives:

• Advantages of bill printpartnerships;

• Realize the breadth, complexity,effort and projected timelineassociated with such a project;

• Advantages of outsourcing bill printthat includes taking advantage ofpostal rate changes to save onpostage costs – most companies’biggest communications expense!

Billingcontinued

21

continued next page

customer experience will deliver a real-time view of practical considerationsand applications that drive adoption andresult in a superior customer experience.

Objectives:

• Learn strategies and techniques toincrease customer adoption of TOUprograms;

• Learn integration issues andchallenges with existing IT systemsincluding MDM and CIS;

• Explore different TOU pricingstructures including peak time rebateprograms.

Customer Engagement

Transforming the CustomerExperience on Long IslandDaniel Eichhorn, VP, Customer

Services, PSE&G Long Island

This presentation will include asummary of implementation of customersatisfaction charter and model alongwith quality assurance teams. Thetechnology investments which include anew state of the art natural languageIVR with call back capabilities,proactive notifications, after call surveycapability and how the implementationof the new outage management systemwill benefit customer communications.Review of formalized employee culturechange and improving corporatecommunications and citizenshipinitiatives and how organization changeswill support improved customersatisfaction.

Objectives:

• Review of PSEG’s comprehensiveplan to transform the customerexperience on Long Island throughimplementation of industry bestpractices;

• Long Island Power Authority hasbeen ranked last in the nation for twoconsecutive years by JD Power andAssociates. See how PSEG plans touse the JD Power diagnostic tool togenerate customer satisfactioninitiatives;

• Understand how PSEG will leveragetechnology, culture change,corporate citizenship and processimprovement to dramaticallyincrease the customer experience.

The Evolution of CustomerCommunication: Movingfrom Emergency Responseto Disaster RecoveryJoan Clark, Leader, Customer Care &

Business Support, City of CalgaryLiz Clark, Leader, Business Continuity

& Emerergency Mgmt, City ofCalgary

This presentation will review the eventsscope, speed, devastation and manychallenges leading up to, during andfollowing the flood. Flexibility andquick thinking resulted in the evolutionfrom a one way communication to a twoway conversation, enhancing therelationships between the city, citizens,first responders, politicians and thecommunity at large. The presentation’sdual perspective is from a water utilityemployee and a citizen. Included will bevideos, photos, examples and references

highlighting the combination oftraditional communication tools, andsocial media that transformed the initialemergency response to the recoverymode and coordination of communityvolunteers and outreach groups.

Objectives:

• To educate the audience on thestructure of the various emergencyoperations groups within the City ofCalgary and how they successfullyworked together during this event;

• To show how new styles ofcommunication tools can be blendedwith traditional ones to communicateyour message and converse withcustomer information;

• To share the story of the flood andthe unexpected challenges – from awater utility, municipality andcommunity perspective.

Moving to a Virtual CallCenter with At-Home CSR’sJane French, Dir, Customer Care &

Billing, EPCOR Water USADeb Patterson, VP, Customer

Management Delivery, VertexBusiness Services

Utility customer care is beginning toembrace the work from homeenvironment. There are a lot ofquestions about how it works andproductivity. In this session you willhear why it was important to EPCORWater and how they addressed the need,including leveraging having jobs in yourregion or state. You will hear about theevolution of our work from home agentsincluding challenges and changes madeto get to a successful solution. We will

also share the benefits of using at homeagents and how it can impact service toyour customer.

Objectives:

• Learn why EPCOR Water needed ahomeworking solution and how theymet that need;

• Supporting a homeworkingenvironment with recruiting,selection, processes, policies andtools;

• Understand how it’s going – ourresults, successes and challenges.

The Golden Rule BringsComEd Closer to the GoldStandardFrank Scumacci, General Manager,

eChannels, ComEd

ComEd shares a systematic approach toimproving CSAT and OperationalPerformance. Utility customeroperations are often viewed as arelatively static, linear business,configured to collect cash. Enhancingthe customer experience requires us toconsider the simplicity of what thecustomer wants while reducing the riskof making operational changes thatcreate additional service / performanceissues (e.g., decision in Call Centerimpacts Revenue Management). ComEdlaunched a formal Premier CustomerExperience initiative that expanded inearly 2013 to become part of the fabricof the operations.

22

Enabling Long TermCustomer ConservationSuccess: PeterboroughUtilities Winning StrategyCindy Weiss, Manager, Customer

Service, Peterborough UtilitiesGeoffrey Salter, President & CEO,

Aztech Associates Inc

How do we ensure a high rate ofcustomer adoption and retention inconservation programs and long termincremental increases in conservationsuccess? Peterborough Utilities Group(PUG) and Aztech Associates Inc. willshare their story of the successfulpartnership which has enabled asuccessful roll out of the PeaksaverPlusProgram in Peterborough. Their story isone of entrepreneurial vision anddetermination that will challenge localdelivery companies (LDCs) to envisionconservation beyond 2014 and $100 perhome. It will address conservationcomplacency in the sector and the needto continually expand conservationtargets and strategies to maintaincustomer trust. Importantly, these ideaswill be firmly rooted in how anunderstanding of what constitutes‘leadership technology’ is oftenmisunderstood and wrongly applied inthe sector, how the technologicalobstacles of our disparate infrastructuralenvironment impact customerengagement, and the persistence neededto engage customers in conservationwithin a framework of ever changingpolicy.

Objectives:

• How to ensure a high rate ofcustomer adoption and retention inconservation programs, plus longterm incremental increases inconservation success;

• How to be aware of thetechnological obstacles of disparateinfrastructural environment and itsimpact on customer engagement;

• The persistence needed to engagecustomers in conservation within aframework of ever changing policy.

Capitalizing on MultipleChannels to Build aPowerful PersonalCustomer Experience

When a utility with a large ruralcustomer base was regularly hit bydamaging storms and challenged withgetting up to the minute information totheir customers, they developed andintegrated a new website, self-serviceportal and mobile app to give customersnear real time updates on status, outagesand restoration timelines, as well asenabling them to pay and manage theiraccounts online. This session will sharebest practices and key lessons onusability, self-service and mobile appdesign and development to optimize andenhance your customer’s experiencewhile reducing your call center volumes.Also, learn how a utility thatdemonstrated success with social mediaand other channels used best practices intraining their teams and keeping thehuman voice while integrating with theircustomer care processes.

The project was based on a simpleprinciple of “treating every customer inevery interaction in the same manner inwhich you would expect to be treated”to achieve first quartile customersatisfaction by 2016. Participants willlearn how this program created a multiyear roadmap by developing aninnovative industry leading tool thatcalculates a project’s profile acrosscustomer satisfaction, service/performance levels, and risk/deliveryconsiderations. In addition, learn howComEd achieved substantialimprovement in the 2013 J.D. Powerresidential customer satisfaction survey.

Objectives:

• Share leading cross industrycustomer experience trends and theimplications for utility operations;

• Review approaches to effectivelyinventory and review voice of thecustomer results;

• Demonstrate the innovative ImpactAssessment Tool that ComEddeveloped to systemically assess andproject customer satisfactionimprovement and operational impactfor the roadmap of initiatives.

Building a Digital Strategyto Deliver the Triple BottomLineFrank Jiruska, VP, Customer

Operations, PECO Energy CompanyBrian Hurst, Executive Director, EY

Clearly, it is no longer acceptable to just“keep the gas flowing and the lights on”

to satisfy customer needs. Utilities mustkeep pace with other industries that areshaping the customer experience. Indoing so, utilities can achieve the “triplebottom line” of improved customersatisfaction; reduced cost to serve andenhanced regulatory goodwill. ExelonUtilities, made up of BGE, ComEd andPECO, embarked on a cross operatingcompany digital strategy project in thesummer of 2013. While each of theoperating companies had differentvendor solutions and digital channelmaturities (e.g., web, mobile, live agentchat, social, text, etc.), collectively theyneeded to drive convergence andincrease overall customer self serviceadoption and utilization. Participantswill learn how this effort delivered acomprehensive strategy underpinned bya systematic evaluation of customersatisfaction impact and supported by astrong financial case.

Objectives:

• Provide participants with the latestdigital trends across a variety ofchannels (e.g., web, mobile, text,social media, etc.);

• Share a unique approach to definethe future state of the utilities’ digitalchannels that considers the voice ofthe customer with differentiatedchannel capabilities;

• Building a roadmap that delivers thetriple bottom line of improvedcustomer satisfaction, reduced costto serve, and regulatory goodwillwith the governance and metrics tosustain the impact.

Customer Engagementcontinued

23

continued next page

Objectives:

• Two case studies on how toeffectively communicate throughmultiple channels and during majorevents impacting the majority ofyour service territory;

• Top 10 tips on how to create aneffective, customer-centric onlinestrategy and keep the human voice;

• How to effectively measure andassess customer service objectivesand develop an actionable plan forcontinuous improvement acrossfunctions.

Payments

Payment Options toIncrease PaymentProcessingBarry DeBald, Information Mgmt

Analyst, Baltimore Gas & ElectricCompany

Mobility and eService payment optionsease collections issues. Can technologydrive new payment? Can mobileapplications and easy to use web portalsor IVR’s provide a better experience forthe customer and the company? Kiosksand external vendors may also providealternatives for customers but at a cost.Building a multi-channel paymentstrategy could make a huge differencefor your organization.

Objectives:

• How to use emerging and existingtechnologies to offer opportunitiesfor additional payment channels;

• See payment channels that providesignificant impact and offeropportunities to integrate collectionsprocesses most efficiently;

• Hear about the costs and paybacksfor using kiosks and externalvendors in your payment strategy.

Empowering Customerswith Billing, Payment &Usage AlertsApril Bingham, Customer Service

Manager, DC Water & SewerAuthority

Phil Spradlin, Product MarketingManager, ACI Worldwide

Today’s customers demand actionableinformation at their fingertips and theywant it NOW! When utilities empowerand inform customers they can increasecustomer loyalty, satisfaction and drivelow cost behavior such as turning off thepaper bill and optimizing their usage.This isn’t easy, considering customersinboxes are filled with unwantedinterruptions. This session will detailhow to deliver the right billing, paymentand usage alerts to customers using theappropriate form of contact at just theright time. DC Water will show howtheir text, email and IVR high usagenotifications empowered customers andconserved water as alerts usage grewrapidly. Takeaways include a matrixwhere attendees can rank the risk andreward of offering the different types ofalerts to drive customer loyalty,satisfaction and cost savings.

Objectives:

• Understand how consumerpreferences for receiving alerts havechanged;

• Learn how to deploy high usagealerts across text, email and IVR;

• Quantify the ROI of billing, payment& usage alerts.

Piece by Piece - Solvingthe Payments Jigsaw withMobileTom Cunningham, Manager, Payment

Channels, Duke EnergyLauren Mesch, VP, Business

Development, Western Union BillPayments

Perhaps the biggest challenge utilitiesface today is seeing the completedpayments puzzle through the dizzyingpile of pieces. Most utilities offer thestandard payment methods and channelssuch as ACH and card payments via theInternet, call center and IVR. Butexclusively focusing on these corner andborder pieces can leave their programempty in the middle and partiallycomplete. This session will demonstratehow providing consumers’comprehensive mobile payment optionsdon’t just improve the customerexperience and help increase payments.It fills in the missing pieces forconsumers wanting multiple ways to payand creates a complete payments picturefor the organization. We will share howDuke created a comprehensive paymentsprogram by thoughtfully andsuccessfully introducing new mobilepayment options. One of the firstutilities to offer the original “check byphone” solution and offer a conveniencefee credit card option, Duke willdemonstrate how to meet the unique

needs of each customer by being aninnovator in expanding paymentoptions.

Objectives:

• Gain clear strategies for bolsteringyour payments program with mobilesolutions;

• Understand how to address paymentsholistically to develop acomprehensive program for yourorganization;

• Discover current and projectedpayment trends for utilities.

Meeting Our Customers’Needs Using CustomerCentric KiosksGail Fielder, Principal Analyst -

Customer Service Program Mgmt,DTE Energy Corporation

Stephanie Warren, Director of BusinessDevelopment, DIVDAT

This session features a successfulimplementation of bill payment kioskspilot. Learn how DTE Energy improvedcustomer service by offering paymentalternatives for the unbanked and under-banked customers through convenientpayment channels for cash, check andPINless debit cards. Remember kiosks?With the flurry of touch-screen andtablet technologies (think iPad), kiosksare making a big comeback. Customersare more comfortable with them thanever before. Hear DTE’s future plansand its 2014 mass market strategy.

24

Credit & Collections

Deposit AlternativePrograms – A UniqueApproach to Help Creditand CollectionsSaurabh Bansal, Dir, Innovation &

Business Strategy, NRG Energy

Improving customer experience andsatisfaction has a direct impact on theutility’s financial performance. TheDeposit Alternative Program is a primeexample of how a program can improvecustomer satisfaction and the utility’sfinancial operations. NRG Energy,through its retail brands, is currentlyoffering several different rate plans to itscustomers including time of use andprepay. The closest substitute to theDeposit Alternative Program is a prepayprogram; however, NRG has found acustomer preference for the DepositAlternative Program. With evolvingconsumer needs and industry standardsthat have placed heightened importanceon customer satisfaction andengagement, this can be a veryimportant tool for credit and collectionsand customer service satisfaction.

Objectives:

• Learn about a new and innovativeprogram that allows utilities to cuttheir bad debt while simultaneouslyincreasing customer engagement;

• Discover an innovative newalternative to prepay which takes afraction of the cost to implement.

CIS Optimization atCleveland Water toImprove Unbilled andUnder-Collected RevenueRecoveryPaul Bender, Director, Public Utilities,

City of Cleveland Division of WaterScott Birdsong, Director, Oracle

Business Line, Black & Veatch

Underperforming CIS solutionscontribute to low customer servicelevels and higher uncollected revenue.Cleveland Water will review their 2009CIS implementation and the processused to identify their implementationissues and the key factors needed toorganize and execute a successful turn-around effort. They will highlight thekey data points necessary to understandand prepare to repair a struggling CISsystem.

Objectives:

• Learn the signs of a CIS that isperforming poorly;

• Identify techniques for effectivelydealing with an underperformingCIS to improve customer service andincrease unbilled/under-collectedrevenue recovery;

• Strategy for identifying andaddressing root cause issues that leadto unbilled/under-collected revenue.

Self Service ReconnectionProcessesKeith Jennings, Director, Enterprise

Applications, Energen Corporation

Energen’s subsidiary (Alagasco)implemented an improved customer webportal and re-built their IVR to enhance

Objectives:

• Options considered &implementation strategy using bestpractices;

• Lessons learned, course correctionsand survey results;

• Decision path for using kiosks.

Integrating Utility PaymentChannelsLuke Nelson, City Administrator, City of

BooneJohn Goering, Vice President, Business

Dev, CDS Global

This session will offer a look inside autility company that has successfullyintegrated their billing and paymentsystems. We will share the challengesthis utility faced with managing bothpaper and electronic payment streamsseparately and we will discuss thebenefits realized with the integration ofthese payment channels. We will outlinethe real world, positive impact astreamlined, integrated approach has hadon the utility and the positive experiencethat has been gained by their customers.

Objectives:

• Hear from a utility about thechallenges they faced managingmultiple payment channels anddisparate systems;

• Learn how integrating your paperand electronic payment channelsprovide benefits to both you andyour customers;

• Learn best practices to ensure aconsistent payment experience foryour customers across paymentchannels.

The Evolution ofPre-Payment OptionsDan Fowler, VP, Energy Service,

Jefferson Energy Cooperative

Review implementation and the changesthey have seen in customer behavior,collection efforts and the impact to theorganizations that have resulted fromtheir changes in pre-payment solutions.They will examine their architecture andintegration of technologies to achievemaximum results and customersatisfaction.

Objectives:

• Learn the impact on a call center andoperational benefits along with thearchitecture of a fully integrated prepay solution;

• Understand the evolution of a pre-payment program from a card basedsystem to a cellular basedprepayment system and how theintegration of technologies helps tostreamline business processes;

• Discover the trends and habits ofpre-pay customers and how customerbehaviors can evolve.

Paymentscontinued

25

continued next page

the customer experience. As part of theproject the company providedcapabilities for disconnected customersto use the web portal or the IVR toreconnect their services 24/7. Theenhancement allows the customer toreceive a quote of all receivables anddeposit requirements, process paymentand schedule the reconnect order. Theprocess ensures that the customer getsan accurate deposit quote and that allappropriate receivables are included inthe collection process. The paymentprocess requires the customer to pay allrequired receivables allowing thecustomer to become current on all pastdue amounts, reducing the company’sreceivables, bad debt risk and gettingthe customer current on their account.The same functionality providedthrough self-service is used by customerservice agents ensuring that thecustomer receives the same quotes andrequirements regardless of the channelused and prevents customers fromshopping for a better deal to get servicerestored.

Objectives:

• Possible use of various channels;• Creating a process that reduces

receivables;• Provide an improved level of

customer service.

Commercial and IndustrialCustomers: Trends inCredit & Collections

Learn what a fellow utility is using forcommercial and industrial customers forcollections. The handling of these

customers requires a different strategythan with residential customers.

Objectives:

• Latest trends being used;• Lessons learned;• Impact on your credit and collections

strategy.

Assistance Programs -Responding to Low IncomeConsumersCarmen Chapman, Supervisor, Energy

Assistance, Dominion VirginiaPower

In today’s economy utilities are taskedwith finding ways to collect paymentsfrom low income consumers. Hear howutilities are assisting income challengedcustomers.

Objectives:

• Available funding;• Alternate delinquency processing

solutions.

Collecting More $$ Fastwith Predictive, ProactiveCustomer Engagement

In early 2011, Metropolitan SewerDistrict of St. Louis, MO (MSD) & theVertex Analytics team partnered toimplement a new debt collectionstrategy which combined proactivephone calls with predictive analytics.The results of the program have beentruly remarkable; driving $1.4M in netsavings from increased collections, anda 14% reduction in the number ofaccounts entering arrears each month.This discussion will cover the details of

the unique collections strategyemployed and the incredible impacts toMSD’s bottom line.

Objectives:

• Why customers go late and why thatmatters in designing a customerengagement strategy;

• How to leverage predictive analyticsto drive more value from collectionsefforts;

• Utilities industry best practices;dialers, skip tracing, collectionsmetrics and payment channels.

Manage Bad Debt withTools You Already HaveScott Mullis, Assistant Director,

Customer Relations, GreenvilleUtilities Commission

Learn how Greenville Utilities, a multiutility uses various tools to manage theirbad debt. There are tools in everyutility’s tool box that can be used tocurve and collect bad debt. You willhear case studies showing the costbenefit of additional deposit programsand recovery letters on bad debtexpense. This interactive session willgive you ideas to consider as you lookto manage bad debt.

Objectives:

• Hear how proven conceptsthroughout the account life cycle canhelp your utility reduce bad debt;

• Learn what the bad debt accountprofile looks like for your utility.

Field Customer Service

Keeping the Power On:Improving OutageResponse & CustomerSatisfactionPatty Armbruster, Principal Process

Mgmt Facilitator, Distribution Ops,DTE Energy Corporation

DTE Energy is installing nearly 4million smart electric and gas metersthroughout its territory. One of the mostsignificant accomplishments fromDTE’s AMI project is the transformationthat has occurred since theyincorporated AMI data into their outagemanagement efforts, making it one ofthe first larger-scale AMI/OMSintegrations in the industry. The abilityof a smart meter to signal an outage andverify when power is restored,combined with voltage monitoring andthe ability to “ping” meters over thenetwork, has added an entirely new datastream and source of insight for DTEEnergy’s outage management andrestoration efforts. DTE Energy now hastransformed outage response businessprocesses and achieved significantimprovements in outage detection,management of field service crews,restoration times and customercommunication.

26

Facebook) and mobile based solutions toconvey and communicate accurate andtimely outage information and updates.Hear how utilities are deploying thesetools and how it is improving thecustomer experience. Understandlessons learned during and afterdeployment.

Objectives:

• Hear how utilities are deployingthese tools and how it is improvingthe customer experience;

• Understand lessons learned duringand after deployment.

Modernizing Utility FieldServicesFerenc Pataki, Director, Operations,

FortisBC EnergyDarren Yates, Manager, Corporate

Applications, ONEOK, Inc.

Learn the latest trends in providing best-in-class utility field customer servicegiven the fact that you haveimplemented mobile solutions. Hearabout how “utility - tbd” is improvingfield operations by providing fieldpersonnel with enhanced technology toincrease productivity, and ultimatelymeet the rising expectations of theircustomers. Also learn about theorganizational change managementissues that need to be addressed in orderfor utilities to navigate their way towarda successful implementation.

Objectives:

• Learn about the latest trends in fieldservice;

• Learn how utilities are readying theirworkforce to enhance customerservice and improve workerproductivity;

• Learn how to successfully navigatethrough the organizational changesassociated with implementing thesenew practices.

Integrating CIS and EAM toOptimize Field ServicesJim Rieske, EAM Project Lead, Laclede

Gas CompanySteve Boyd, Director, Utilities, PwC

Laclede Gas implemented an integratedOracle CC&B and Maximo EAMsolution in July 2013 that offers anenterprise solution for servicetechnicians and operations for meters,services and related work. The systemswent live on the same day. The newsolution provided data flow, informationand communication across departmentsand out to field users that had notexisted in the past. The enterprisesolution provides multiple benefits toLaclede including: providing neededasset information to field technicians;managing meter lifecycle from receipt toretirement; allowing field technicians torefer work to operations; trackingcompliance work in a single solution;further enabling use of mappingapplications for quick access andanalysis.

Objectives:

• Share lessons learned from ourimplementation of CC&B andMaximo in an enterprise solutionand discuss benefits to the business;

Objectives:

• Understand the impacts of improvedoutage restoration andcommunication on increasedcustomer satisfaction;

• Learn how integrating outage datainto an AMI system can improverestoration times;

• Realize faster fault localization andcrew assignment with distributionautomation.

De-Leading Water MeterInstallations: How OneWater Utility Is Complyingwith Federal LawPenny Tootle, Mgr, Customer Care, Las

Vegas Valley Water District

Water Utilities across the countries havecircled January 4, 2014 in red on theircalendars. That’s the date when the SafeDrinking Water Act Section 1417(a)(1)becomes effective and its requirementschange the status quo for water utilitiesthat have previously installed andmaintained large combination meters.This major change, to de-lead all watermeters and their installation/repaircomponents has made waves in theutility industry. Utility providers arechallenged to maintain noncompliantmeters when the marketplace has few orno replacement parts, and replacementmeter and associated appurtenance costs

are daunting. Hear how Las VegasValley Water District, purveyor to theentertainment capital of the world,developed a strategy for their key assetswhose measurement accounts for a highpercentage of total revenues. This utilityis in the midst of a major initiative tobecome fully compliant with this newrequirement and wants to share itslessons learned and best practices withwater utility professionals faced with thesame compliance challenges.

Objectives:

• Understand the Reduction of Lead inDrinking Water Act (Section1417(a)(1) of the Safe DrinkingWater Act) and how it impacts nearlyevery water utility;

• Appreciate the project planning andexecution around a large scale effort,particularly to replace large watermeters (greater than 2 inch);

• See how LVVWD achievedcollaboration across teams withcompeting priorities and strategies tomove forward with advancedmetering technologies.

Latest Trends in OutageManagementCommunicationsAdrienne Austin, Section Manager -

Customer Ops, Consolidated EdisonCo. of NY

Walter Stefy, Sr Project Manager, PepcoHoldings, Inc.

Using social media (text, Twitter,

Field Customer Servicecontinued

27

continued next page

• Show how asset managementinformation in the field enhancesfield customer service;

• Illustrate more efficient routing ofwork to reduce cost and improveservice.

Enhancing Field ServicesAt the PropertyTami Gardiner, Dir, Credit & Collection/

Retail Choice & Field Services,Southern Maryland ElectricCooperative, Inc.

Using the latest in mobile technology,learn how one utility is streamlining theprocess of performing field work,including the Public ServiceCommission mandated processing ofpayments in the field. During thissession you will hear about how theprocess for improving field service wasenhanced via mobile technology byallowing Field Customer Reps tocomplete field orders/reports while atthe meter, as well as capture GPScoordinates. In addition, you willunderstand how efficiencies were gainedby providing Field Customer Reps withthe ability to process a non-cashpayment while face-to-face with acustomer during the collection process.Learn how this led to enhancedCustomer Service by promotingcustomer confidence and exhibiting agreater appearance of professionalism.All these benefits were gained whilekeeping a close eye on security.

Objectives:

• Learn how to increase efficienciesby completing field orders at themeter;

• Improve customer confidence whenprocessing payments at the door;

• Lessons learned when deploying thelatest in mobile technology.

Strategies andManagement

Strategic Technology Mapfor Utility Retail DomainZarko Sumic, VP, Distinguished Analyst,

Gartner, Inc.

Managing customer lifecycle is corecompetence area for utilities focused onmeeting regulatory imposed servicequality indexes, or reducing the cost ofcustomer service provisioning inregulated markets or attempting tocreate a differentiating set of productsand services in a competitive retailmarket. In this presentation, we willintroduce a map of strategictechnologies for the utility retail domainto help utilities assess the cost,complexity and impact of relevantcustomer focused technologies onreducing cost to serve, increasingproductivity and providingdifferentiating products and services.The strategic technology mapframework provides a way to prioritizeinvestment in a particular businessdomain taking into account acomprehensive view of multiple internaland external criteria as well astechnology implementation complexity.In this presentation we will focus onusing strategic technology map toprioritize investments in retail domain toaddress evolving requirements and tooptimize execution of strategic

priorities. The technologies included inthe map are primarily those that areproviding utilities with incrementalcapabilities to grow and transform thebusiness. For that reason coretechnologies that are used to run thebusiness in utility retail domain, such ascustomer information systems, will notbe addressed.

Objectives:

• Introduce strategic technology mapframework to help utilities prioritizeinvestment in a retail businessdomain;

• How to take into account thecustomer perspective by evaluatingthe effectiveness of technology forincreasing customer satisfaction andproviding customers with a sense ofempowerment;

• How to evaluate operationalefficiency criteria to assesstechnology contribution on reducingcost to serve, meeting service qualityexpectations, and addressingregulatory mandates and increaserevenue.

Enabling CustomerEngagement with CRM

Increasingly utilities are positioning tobe the valued energy provider to theircustomers. CRM is an important tool tosupport this mission. CRM solutionsenable valued customer engagementsthat help utilities’ top line and reduceoperational costs. Hear from DTEEnergy and Snohomish County PUDabout their use of CRM in engagingcustomers.

Objectives:

• Learn about the focus and approachof CRM implementations;

• Preference management approaches;• Lessons learned on implementing

CRM.

Strategies and LessonsLearned in CustomerEngagementJessica Cain, Director, Customer

Strategy & Change Integration,Northeast Utilities

Sharing key Northeast Utilitiesstrategies to increase customersatisfaction while reducing costs alongwith videos of customer feedback andcalls that share customer insight used todesign the targeted experience. Thissession will also share strategyeffectiveness, lessons learned andcontinuous improvement processes inthree areas: unplanned outages, the IVRand the web/digital experience – sharingthe impact of eBill adoption strategiesthat resulted in a ten-fold increase inadoption in 2013.

Objectives:

• Provide actionable insight intoeffectiveness and lessons learnedimplementing customer satisfactionand engagement strategies atNortheast Utilities.

28

Social CRM is a business strategy thatmutually benefits online communitiesand utilities by fostering engagementwhile generating opportunities forcustomer service and marketing. Thissession will provide guidance for howutilities can formalize and structuresocial media efforts using Social CRMprinciples to achieve business objectivessuch as: improving customer servicedelivery, protecting and improvingbrand reputation, facilitating outagecommunications, and generating interestin utility programs and services. Thesession will cover top use cases forutility Social CRM, provide bestpractice examples from the utilityindustry, and give guidance on how tostructure and evolve the social mediafunction over time to balance channelinvestments with business returns andensures cross functional collaboration toimprove business outcomes and reducerisk.

Objectives:

• Understand what Social CRM is andhow it is different from generalsocial media;

• Establish the utility context forSocial CRM including how tobalance community and utilitybenefits to foster adoption;

• Identify and emulate best practiceexamples from the utility industryand elsewhere, including how tostructure and organize utility SocialCRM initiatives to ensure success.

Outsourced AMS and HI atthe City of Dallas:Improved Value withQuantifiable ReturnsJanet Grabinski, Sr Program Manager,

Dallas Water UtilitiesSindhu Menon, Senior IT Manager, SAP

Applications, City of Dallas

After a decision was made to outsourceapplication managed services for theSAP system and to externally host itsinfrastructure, Communications andInformation Services and Dallas WaterUtilities were tasked with making thatstrategic decision a reality for the 11City of Dallas departments that use SAPto bill more than $2.5M in dailyrevenues. Walk the path with the co-solution managers, one from IT and theother from the business, as they describethe bid and award process, the threemonth transition and project planningefforts, and the revised service modelthat blends internal and externalorganizations and resources. Thisworkshop will also provide an overviewof the processes, governance andreporting structures established at theCity of Dallas SAP Solution Center.Implemented since July 2013, this newservice model clearly identifies areas ofimproved business value, quantifies theexpected returns, and providesaccelerated results. This alternate pathcould be one your organizationconsiders in the future.

Objectives:

• Learn about the bid components thatlead to a successful negotiatedcontract;

CIS Implementation CaseStudiesMeg Neafsey, VP, Customer Service,

American Water

Installing a new customer informationsystem (CIS) is costly and time-consuming. In addition to executing thishuge change effort without disruptingdaily operations, a new CIS can spurchange in the IT support model, changebusiness process support needs andprovide new opportunities to both theutility and its customers. These casestudies highlight the challenges withexecuting large-scale projects as well asthe benefits and organizational changemanagement related to CISimplementations.

Objectives:

• Value of building on a new CISpackage (what worked; whereproblems were);

• Changing roles and relationshipbetween the business and the ITorganizations;

• Support of new services through thenew CIS.

Meter-to-Cash: ImprovingCustomer Experience andthe Bottom LinePenny Tootle, Mgr, Customer Care, Las


Meter-to-Cash is surfacing as the termof the day among utilities, but just whatdoes that mean? While meteringtechnology is certainly a key enabler,achieving significant improvements inboth customer experience and thefinancial bottom line require a completechange in business process - from themeter to the cash drawer. In this sessionLVVWD will share details of theirmajor initiative to address metertechnology and business process andpractices through the use of large-scaleprocess and change management. Theywill also highlight the actual benefitsrealized in customer experience as wellas the company’s bottom line as a resultof this effort.

Objectives:

• Defining and implementing a metertechnology strategy;

• Improving business processes andthe associated people changes;

• Measuring improvement in thecustomer experience and financialperformance.

Evolving Social Media toSocial CRM for BusinessResultsChet Geschickter, Research Director,

Energy & Utility, Gartner, Inc.

Succeeding at social media requiresmore than a basic presence on socialchannels such as Twitter and Facebook.

Strategies andManagementcontinued

29

continued next page

• See how one program has changedits service model and shows tangibleimprovements and value;

• Hear the lessons learned from thissignificant transition project.

Enhance Customer Serviceby Driving BusinessProcess ImprovementsMicah Reed, Mgr, Water Conservation

& Meter Services, Fort Worth WaterDepartment

Michael Moosavi, National ConsultingPractice Director, WestinEngineering, Inc

The Fort Worth Water Department(FWWD) is addressing its complexbusiness challenges by thoughtfullyinvesting in technology to facilitateoperational efficiencies and empowereddecision making. Learn about thespecific technology projects beingundertaken by FWWD and the keysuccess factors that are enabling them torealize the expected benefits, includingobtaining buy-in from key stakeholders,managing project risks andcontingencies, and managing a seamlesstransition to new and improved businessprocesses.

Objectives:

• Learn how an effective InformationTechnology (IT) Strategic Plan candrive business processimprovements;

• Hear how to establish tangible returnon investment (ROI) criteria fortechnology projects;

• Understand how to obtain buy-infrom key stakeholders.

Best Practices in CISImplementationsRoy Chapman, Manager, CIS Project,

Hydro Ottawa Limited

Implementing a new CIS is a challengefrom picking the right product andpartners, to maintaining customersatisfaction and smooth daily operationsduring implementation, to leveraging thenew system to improve businessprocesses. This panel includes a varietyof utilities illustrating how theysuccessfully tackled the challenge.Panelists will address multipleperspectives including selectionstrategy, project management, changemanagement, conversion activities andbusiness process improvement.

Objectives:

• Considerations for selecting a CISproduct and implementationpartners;

• Key project management practicesfor CIS implementation;

• How to adapt new, best practicebusiness processes through the CISimplementation process.

Innovative EmployeeDevelopment Approach toEnhance Customer ValueLatanza Adjei, Director, Customer Care

Center, Georgia Power CompanyJason Gregory, Dir, Consulting

Services, The Mosaic Company

Hear how Georgia Power CustomerService utilized a holistic assessmentand development process to identify anddefine competencies, develop individualdevelopment plans, and define career

paths based on data drivenmeasurements and metrics. This sessionwill provide attendees with insights intoa unique approach to tackling some ofthe workforce related challengesinherent to our industry, includingtraining, retention, development, andcareer planning. Georgia Power’sinitiative revealed organizationalstrengths and opportunities, created newways to foster employee retention andstrength, and set the stage for increasedefficiencies in the area of training anddevelopment.

Objectives:

• Identify the objectives and outcomesof GPC’s Energy Expert program;

• Describe GPC’s assessment &development process;

• Assess the factors that led to thesuccessful implementation of theassessment & development tool atGPC.

Expanding ExcellenceAwards

Best MobilityImplementation

Best Smart InfrastructureProject

Innovation in CustomerService

Best CIS Implementation

Water Focus

Helping Customersthrough the Process ofChange WhenImplementing a New BillFormatTammy MacLaughlin, CIS Process Lead,

American Water

In May 2013, American Water launcheda new customer information system. Theplatform allowed the company to movefrom its non-standard format to a regular8.5 x 11 bill format and provided anopportunity to address design challengeswith a billing statement that had notbeen updated in nearly 10 years. Thispresentation will explore the process ofestablishing a cross functional teamrepresenting all of the state utilitiesimpacted by the potential change. Thesession will also provide insight intohow standardization goals wereachieved, how regulatory input wasmanaged and how customers wereprepared for the change. Finally, thepresentation will review what waslearned through the process and howcustomer feedback has been addressedto further improve the billing statement.

Objectives:

• Preparing customers for a change inbill format to reduce call volume andincrease satisfaction;

• How to listen to your customers andaddress their suggestions to achievea success bill launch;

• Learn what key indicators should beon all utility bills.

30

De-Leading Water MeterInstallations: How OneWater Utility Is Complyingwith Federal LawPenny Tootle, Mgr, Customer Care, Las


Water utilities across the country circledJanuary 4, 2014 in red on their calen-dars. That’s the date when the SafeDrinking Water Act Section 1417(a)(1)became effective and its requirementschanged the status quo for water utilitiesthat previously installed and maintainedlarge combination meters. This majorchange, to de-lead all water meters andtheir installation/repair components, hasmade waves in the utility industry.Utility providers are challenged tomaintain noncompliant meters when themarketplace has few or no replacementparts, and replacement meter andassociated appurtenance costs aredaunting. Hear how Las Vegas ValleyWater District, purveyor to the enter-tainment capital of the world, developeda strategy for their key assets whosemeasurement accounts for a highpercentage of total revenues. This utilityis in the midst of a major initiative tobecome fully compliant with this newrequirement and wants to share itslessons learned and best practices withwater utility professionals faced with thesame compliance challenges.

Water Focuscontinued

Objectives:

• Understand the Reduction of Lead inDrinking Water Act (Section1417(a)(1) of the Safe DrinkingWater Act) and how it impacts nearlyevery water utility;

• Appreciate the project planning andexecution around a large scale effort,particularly to replace large watermeters (greater than 2 inch);

• See how LVVWD achieved collabo-ration across teams with competingpriorities and strategies to moveforward with advanced meteringtechnologies.

CIS Optimization atCleveland Water toImprove Unbilled andUnder-CollectedRevenue RecoveryPaul Bender, Director, Public Utilities,

City of Cleveland Division of WaterScott Birdsong, Director, Oracle

Business Line, Black & Veatch

Underperforming CIS solutionscontribute to low customer servicelevels and higher uncollected revenue.Cleveland Water will examine their2009 CIS implementation and theprocess used to identify their implemen-tation issues and the key factors neededto organize and execute a successfulturn-around effort. They will highlightthe key data points necessary tounderstand and prepare to repair astruggling CIS system.

Objectives:

• Learn the signs of a CIS that isperforming poorly;

• Identify techniques for effectivelydealing with an underperformingCIS to improve customer service andincrease unbilled/under-collectedrevenue recovery;

• Strategy for identifying and address-ing root cause issues that lead tounbilled/under-collected revenue.

Moving to a Virtual CallCenter with At-Home CSR’sJane French, Dir Customer Care &

Billing, EPCOR Water USADeb Patterson, VP Customer Manage-

ment Delivery, Vertex BusinessServices

Utility customer care is beginning toembrace the work from home environ-ment. There are a lot of questions abouthow it works and productivity. In thissession you will hear why it wasimportant to EPCOR Water and howthey addressed the need, includingleveraging having jobs in your region orstate. You will hear about the evolutionof our work from home agents includingchallenges and changes made to get to asuccessful solution. We will also sharethe benefits of using at home agents andhow it can impact service to yourcustomer.

Objectives:

• Learn why EPCOR Water needed ahomeworking solution and how theymet that need;

• Supporting a homeworking environ-ment with recruiting, selection,processes, policies and tools;

• Understand how it’s going, ourresults, successes and challenges.

Empowering Customerswith Billing, Payment &Usage AlertsApril Bingham, Customer Service

Manager, DC Water & SewerAuthority

Phil Spradlin, Product MarketingManager, ACI Worldwide

Today’s customers demand actionableinformation at their fingertips and theywant it NOW! When utilities empowerand inform customers they can increasecustomer loyalty, satisfaction and drivelow cost behavior such as turning off thepaper bill and optimizing their usage.This isn’t easy, considering customersinboxes are filled with unwantedinterruptions. This session will detailhow to deliver the right billing, paymentand usage alerts to customers using theappropriate form of contact at just theright time. DC Water will show howtheir text, email and IVR high usagenotifications empowered customers andconserved water as alerts usage grewrapidly. Takeaways include a matrixwhere attendees can rank the risk andreward of offering the different types ofalerts to drive customer loyalty,satisfaction and cost savings.

Objectives:

• Understand how consumerpreferences for receiving alerts havechanged;

• Learn how to deploy high usagealerts across text, email and IVR;

• Quantify the ROI of billing, payment& usage alerts.

31

continued next page

CIS Implementation CaseStudiesMeg Neafsey, VP, Customer Service,

American Water

Installing a new customer informationsystem (CIS) is costly and time-consuming. In addition to executing thishuge change effort without disruptingdaily operations, a new CIS can spurchange in the IT support model, changebusiness process support needs andprovide new opportunities to both theutility and its customers. These casestudies highlight the challenges withexecuting large-scale projects as well asthe benefits and organizational changemanagement related to CIS implementa-tions.

Objectives:

• Value of building on a new CISpackage (what worked; whereproblems were);

• Changing roles and relationshipbetween the business and the ITorganizations;

• Support of new services through thenew CIS.

Revenue Recovery: WaterLoss Programs & BeyondHerb Firsching, Billing & Collections

Manager, Gainesville RegionalUtilities

GRU has worked the past 7 years toidentify, monitor, and correct billingerror events and other revenue opportu-nities, including: stopped meters;estimate meters; multi family, mastermeter wastewater winter maximum;

misc A/R; delayed wastewater move in;customers within 100’ of mains; bypass/fire lines. GRU will share how it hasrefined the approach to revenuerecovery by identifying new CISautomation opportunities, responsibili-ties, resources, and ways to preventfuture billing anomalies, collections, andways to expand the use of GIS. GRUhas developed the Quality Assurance/Quality Control Group to further theseefforts and may entertain 3rd partyrevenue and billing review.

Objectives:

• Verify assumptions on personnelroles and responsibilities;

• Recover revenue with existingresources;

• Quantify results to develop businesscases.

Meter-to-Cash: ImprovingCustomer Experience andthe Bottom LinePenny Tootle, Mgr, Customer Care, Las


Meter-to-Cash is the term of the dayamong utilities, but just what does thatmean? While metering technology iscertainly a key enabler, achievingsignificant improvements in bothcustomer experience and the financialbottom line require a complete changein business process - from the meter tothe cash drawer. In this session LVVWDwill share details of their major initia-tive to address meter technology andbusiness process and practices throughthe use of large-scale process andchange management. They will also

highlight the actual benefits realized incustomer experience as well as thecompany’s bottom line as a result of thiseffort.

Objectives:

• Defining and implementing a metertechnology strategy;

• Improving business processes andthe associated people changes;

• Measuring improvement in thecustomer experience and financialperformance.

Outsourced AMS and HI atthe City of Dallas:Improved Value withQuantifiable ReturnsJanet Grabinski, Sr Program Manager,

Dallas Water UtilitiesSindhu Menon, Senior IT Manager, SAP

Applications, City of Dallas

After a decision was made in June 2011to outsource application managedservices for the SAP system and toexternally host its infrastructure,Communications and InformationServices and Dallas Water Utilities weretasked with making that strategicdecision a reality for the 11 City ofDallas departments that use SAP to billmore than $2.5M in daily revenues.Walk the path with the co-solutionmanagers, one from IT and the otherfrom the business, as they describe thebid and award process, the three monthtransition and project planning efforts,and the revised service model thatblends internal and external organiza-tions and resources. This workshop will

also provide an overview of theprocesses, governance and reportingstructures established at the City ofDallas SAP Solution Center. Imple-mented since July 2013, this new servicemodel clearly identifies areas ofimproved business value, quantifies theexpected returns, and provides acceler-ated results. This alternate path could beone your organization considers in thefuture.

Objectives:

• Learn about the bid components thatlead to a successful negotiatedcontract;

• See how one program has changedits service model and shows tangibleimprovements and value;

• Hear the lessons learned from thissignificant transition project.

Enhance Customer Serviceby Driving BusinessProcess ImprovementsMicah Reed, Mgr, Water Conservation

& Meter Services, Fort Worth WaterDepartment

Michael Moosavi, National ConsultingPractice Director, Westin Engineer-ing, Inc

The Fort Worth Water Department(FWWD) is addressing its complexbusiness challenges by thoughtfullyinvesting in technology to facilitateoperational efficiencies and empowereddecision making.

32

Learn about the specific technologyprojects being undertaken by FWWDand the key success factors that areenabling them to realize the expectedbenefits, which include: obtaining buy-in from key stakeholders, managingproject risks and contingencies, andmanaging a seamless transition to newand improved business processes.

Objectives:

• Learn how an effective InformationTechnology (IT) Strategic Plan candrive business processimprovements;

• Hear how to establish tangible returnon investment (ROI) criteria fortechnology projects;

• Understand how to obtain buy-infrom key stakeholders.

Manage Bad Debt withTools You Already HaveScott Mullis, Assistant Director,

Customer Relations, GreenvilleUtilities Commission

Learn how Greenville Utilities, a multiutility uses various tools to manage theirbad debt. There are tools in everyutility’s tool box that can be used tocurve and collect bad debt. You willhear case studies showing the costbenefit of additional deposit programsand recovery letters on bad debtexpense. This interactive session willgive you ideas to consider as you lookto manage bad debt.

Objectives:

• Hear how proven conceptsthroughout the account life cycle canhelp your utility reduce bad debt;

• Learn what the bad debt accountprofile looks like for your utility.

Canada Track

From Data Analytics toUtility DecisionManagementDean Stepanic, Project Mgr - Automated

Metering, City of Medicine HatElectric Utility

Tim Berson, Director, Product Manage-ment, Harris Utilities SmartWorks

This presentation explores how utilitiescan employ Utility Decision Manage-ment as a cost effective approach thatincludes insightful analytics, but alsocombines the business process automa-tion and system integration that arenecessary to ensure results withoutconsuming the utility’s valuableresources. It will dispel the myth thatsuch solutions are overly expensive andcomplex.

Objectives:

• Effectively utilize smart grid data tooptimize infrastructure performanceand improve customer service;

• Streamline processes and addresscomplex business problems withconfigurable tools;

• Protect the bottom line throughfocusing investments and improvingefficiencies.

The Evolution of CustomerCommunication: Movingfrom Emergency Responseto Disaster RecoveryJoan Clark, Leader, Customer Care &

Bus Support, City of CalgaryLiz Clark, Leader, Bus Continuity &

Emerergency Mgmt, City of Calgary

This presentation will review the eventsscope, speed, devastation and manychallenges leading up to, during, andfollowing the flood. Flexibility andquick thinking resulted in the evolutionfrom a one way communication to a twoway conversation, enhancing therelationships between the city, citizens,first responders, politicians, and thecommunity at large. The presentation’sdual perspective is from a water utilityemployee and a citizen. Included will bevideos, photos, examples and referenceshighlighting the combination oftraditional communication tools, andsocial media that transformed the initialemergency response to the recoverymode and coordination of communityvolunteers and outreach groups.

Objectives:

• To educate the audience on thestructure of the various EmergencyOperations Groups within The Cityof Calgary and how theysuccessfully worked together duringthis event;

• To show how traditional and newstyles of communication tools can beblended with traditional ones tocommunicate your message andconverse with customer information;

• To share the story of the flood andthe unexpected challenges – from awater utility, municipality andcommunity perspective.

The Mobile ExperienceCenter: A Smart GridEducation Initiative

Hydro One has embarked on a set ofprojects to evolve its transmission anddistribution grid. Most people take theavailability and reliability of their powerfor granted. Hydro One’s average retailcustomer knows very little about theelectricity system and the need to investfurther in it. In addition, with events likethe recent financial crisis and associatedimpact on the economy, average retailcustomers are concerned about the pricethey pay for electricity. Given theserealities, it is important that Hydro Oneeducate its customers and other keystakeholders about their investments in amore modern electricity distributionsystem. This will help increase systemreliability, provide new ways forcustomers to manage their electricitycosts, increase efficiency and thereforekeep rates as low as possible in thefuture, and help the environment. HydroOne has built a mobile experience centerwhich is fully mobile and provideseducation to the consumer. Through theuse of interactive displays, the centerteaches customers about energy usageand efficiency, types of power genera-tion, electric vehicle charging options,safety and time of use pricing.

Water Focuscontinued

33

Objectives:

• Showcase an innovative way thatutilities can gain buy-in for energyefficiency and other smartinfrastructure investments;

• Learn how gamification can be aneffective tool for customer;

• Understand the benefits of interac-tive customer engagement.

Options for ManagingCustomer Smart MeterOpt-In/Opt-Out ProgramsDebra Anderson, Dir, Market Perfor-

mance, Oncor Electric Delivery

As AMI implementations are proliferat-ing throughout Canada and the US,customers desire options vs. mandatesfor installation of smart grid and AMItechnologies. Lessons-learned and howthey reacted to consumer concerns,regulatory inquiries and discuss thecorrective actions they employed. Also,address proactive measures and solutionprior to their implementations.

Objectives:

• Understand differences in methodsand drivers for a variety of AMI opt-in/opt-out program implementationsat utilities in Canada and the US;

Modernizing Utility FieldServicesFerenc Pataki, Director, Operations,

FortisBC EnergyDarren Yates, Manager, Corporate

Applications, ONEOK, Inc.

Learn the latest trends in providing best-in-class utility field customer service

given the fact that you have imple-mented mobile solutions. Hear how"utility - tbd" is improving fieldoperations by providing field personnelwith enhanced technology to increaseproductivity, and ultimately meet therising expectations of their customers.Also learn about the organizationalchange management issues that need tobe addressed in order for utilities tonavigate their way toward a successfulimplementation.

Objectives:

• Learn about the latest trends in fieldservice;

• Learn how utilities are readying theirworkforce to enhance customerservice and improve worker produc-tivity;

• Learn how to successfully navigatethe organizational changes associ-ated with implementing these newpractices.

Increasing Adoption ofPaperless BillingChristina Lovering, Supervisor, Billing

& Payments, Tampa ElectricCompany

David McKendry, Director, CustomerService, Hydro Ottawa Limited

Adoption rates for electronic bills rangefrom 5% to 40%. The panel will providevarying opinions on what other utilitiesare doing to increase the paperlessadoption rates and cost savings associ-ated with those efforts. Paperless billingcan also lead to increase customersatisfaction.

Objectives:

• Different perspectives on why someutilities are more successful than theothers;

• Technologies and marketingtechniques to increase adoption ofpaperless billing.

Enabling Long TermCustomer ConservationSuccess: PeterboroughUtilities’ Winning StrategyCindy Weiss, Manager, Customer

Service, Peterborough UtilitiesGeoffrey Salter, President & CEO,

Aztech Associates Inc

How do we ensure a high rate ofcustomer adoption and retention inconservation programs and long termincremental increases in conservationsuccess? Peterborough Utilities Group(PUG) and Aztech Associates Inc. willshare their story of the successfulpartnership which has enabled asuccessful roll out of the PeaksaverPlusProgram in Peterborough. Their story isone of entrepreneurial vision anddetermination that will challenge localdelivery companies (LDCs) to envisionconservation beyond 2014 and $100 perhome. It will address conservationcomplacency in the sector and the needto continually expand conservationtargets and strategies to maintaincustomer trust. Importantly, these ideaswill be firmly rooted in how anunderstanding of what constitutes‘leadership technology’ is oftenmisunderstood and wrongly applied inthe sector, how the technological

obstacles of our disparate infrastructuralenvironment impact customerengagement, and the persistence neededto engage customers in conservationwithin a framework of ever changingpolicy.

Objectives:

• How to ensure a high rate ofcustomer adoption and retention inconservation programs, plus longterm incremental increases inconservation success;

• How to be aware of thetechnological obstacles of disparateinfrastructural environment and itsimpact on customer engagement;

• The persistence needed to engagecustomers in conservation within aframework of ever changing policy.

Best Practices in CISImplementationsRoy Chapman, Manager, CIS Project,

Hydro Ottawa Limited

Implementing a new CIS is a challengefrom picking the right product andpartners, to maintaining customersatisfaction and smooth daily operationsduring implementation, to leveraging thenew system to improve businessprocesses. This panel includes a varietyof utilities illustrating how theysuccessfully tackled the challenge.

Panelists will address multiple perspec-tives including selection strategy,project management, change manage-ment, conversion activities and businessprocess improvement.

continued next page

34

Objectives:

• Considerations for selecting a CISproduct and implementationpartners;

• Key project management practicesfor CIS implementation;

• How to adapt new, best practicebusiness processes through the CIS

implementation process.

Exhibitor Showcases

Getting the Most Out ofYour Smart InfrastructureTim Berson, Director, Product

Management, Harris UtilitiesSmartWorks

Sanjay Singh, Sales Engineer, HarrisUtilities Smart Works

How do you get the most out of yoursmart infrastructure? Utility DecisionManagement (UDM) empowers utilitiesto maximize the benefits of their smartinfrastructure by automating both theirdecisions and the resulting actions. Theeffectiveness in this process is measured

by decision yield – a combination ofprecision, consistency, speed, agility andcost of the decision managementprocess. Join this session to learn moreabout UDM and how it is enabled by theSmartWorks Compass suite of solutionsfrom Harris Utilities.

Objectives:

• Understand how by employingUDM, you will be empowered tomake better decisions, moreefficiently;

• Discover how to maximize smartinfrastructure ROI by transformingmassive volumes of data intopowerful insights and automatedactions;

• Learn how SmartWorks Compassseamlessly correlates data fromvarious utility enterprise operationssystems and provides a holistic viewof the grid through intuitivevisualization tools.

Maximizing Value withAnalytics and Services toReach True Smart GridPotentialBobby Roberts, Mgr, AMS Program,

Texas-New Mexico Power Company

Texas-New Mexico Power (TNMP) hassaved more than $2.5 million in oneyear with a cellular-based networkinfrastructure. TNMP avoids the cost ofadditional IT infrastructure andadministration by taking advantage ofItron’s managed services solution. As apart of this offering, Itron runs andmanages the collection engine, meterdata management applications andanalytics to provide operationalrecommendations to TNMP, delivering apredictable cost model and freeing theutility to focus on core operations.

Objectives:

• Learn how a cellular smart gridsolution can reduce capital andincrease bandwidth to supportadvanced applications;

• Learn how a managed servicesolution can free up utility staff tofocus on core expertise and offer apredictable cost model;

• Learn how to gain additionalefficiencies and leverage newinsights to optimize energy delivery,measure system performance anddetect energy diversion.

The New Era of CustomerEngagement: MovingBeyond CustomerSatisfactionJustin Segall, Founder & EVP, Simple

Energy

The status quo is no longer acceptable.Customers demand a higher level ofservice and deeper value from theirutility provider. Utilities are poised tomove beyond faceless customertransactions and into tailored andtargeted experiences. Through loyaltyand rewards programs, personalized andsegmented experiences, and delivering aseamless customer experience acrosschannels and programs utilities canmove beyond transactions, intoproviding long-term customer value.This future model of satisfaction willleverage deep investments in existingenergy efficiency and demand sidemanagement programs, smart metering,and customer information programs andhave a light, customized touch. Thepanel will feature executives fromutilities across the U.S. sharing theirexperiences of developing the customermodel of the future and the platformsand processes that enable them.

Objectives:

• Gain insight on creating light touch,customized customer experiences;

• Gather tips to leverage loyalty,rewards and gamification to createvalue;

• Do more, faster. Raise standards andsurpass your customers’expectations.

Canada Trackcontinued

35

Annual CIS Roundup –What’s Happening andWhat You Need to KnowRichard Charles, President, Five PointGreg Galluzzi, Sr Vice President, Five

Point

Five Point draws upon recent experienceat leading utilities involving CISselection and implementation projects.This presentation will provide ourfindings highlighting the creativesolutions utilities are using to overcomethe traditional challenges to justify CISreplacements and adequately staffimplementations. We will also presentresults from a recent study examininggo-live preparations and post go-liveresults. Attendees will be surprised tolearn the outcome!

Objectives:

• Understand important trendsaffecting the CIS landscape and howutilities are facing CIS replacementconcerns;

• Review common project metrics andhow they can improve your CISimplementation project;

• Explore the role of OCM andtraining in a successful CISimplementation.

Demystifying the UtilityEnd Consumer PropensityModelMaureen Coveney, SVP, SAP Practice,

Sales - Vertex North America, VertexBusiness Services

Robert Stephan, Director, AdvancedAnalytic, Vertex Business Services

“Analytics” has become an overusedterm across utilities; not surprisingly, infact, as analysis means different thingsto different people. Most people agree,however, that the results of analysis–information—help utility marketingteams design residential and C&Iprograms and other customerengagement programs to achieve thebest possible outcome for each andevery utility. The information requiredfor program design generally falls intodifferent categories: descriptive,prescriptive, and predictive. To get thebang for the “analytic” buck, predictiveinformation is the most valuable, yet themost difficult to obtain, and therein liesthe value of the utility end-consumermultivariate propensity model. Attendthis workshop to learn how to design,test and leverage a propensity model andhelp your utility scale new heights in theuse of predictive analytics.

Objectives:

• Understand when and how to employend consumer propensity models forresidential and C&I marketingprogram design;

• Learn how to test propensity modelsand hone “messaging” and endconsumer touch points to achieve thebest possible results;

• Listen how utilities have achieveddramatic ROI leveraging propensitymodels in marketing programs, andin other end consumer engagementprograms.

Changing the CustomerEngagement Game: AnAnalytics PerspectiveMike Smith, Vice President, Utility

Analytics Institute, A Div. of EnergyCentral

Technology is changing, customerexpectations are changing. Theregulatory compact is changing. It reallyis a new game for utility leaders that aretrying to engage customers foreverything from credit and collections toprogram promotion to outagemanagement and notification. Thissession will present perspectives andfindings from Utility Analytics Instituteresearch programs and will also citeexamples of where analyticsapplications are having a significantcustomer engagement impact.

Objectives:

• Present overview of direction ofcustomer analytics market viainstitute research results;

• Present several real-world examplesof where utilities are applyinganalytics to impact customerengagement;

• Present related analytics issues,including data management andorganizational issues that impact autility’s ability to be successful inimplementing customer analytics.

Five Universal Truths of theUtility CustomerOpower

Digital Reinvention – TheFuture of Utility CustomerEngagementIBM

The Most Advanced Mobile& Portal CustomerEngagement SystemsSmart Utility Systems

36

Platinum

Silver

Gold

Thank You Sponsors

List current at time of printingIBM, the IBM logo and ibm.com are trademarks of the International Business Machines Corp., registered in many jurisdictions worldwide.

Host Utility

37

ON-SITE REGISTRATION HOURS

Sunday, May 4 ................................................................................... 9:00 am - 5:00 pmMonday, May 5 ................................................................................... 7:00 am - 5:00 pmTuesday, May 6 .................................................................................. 7:00 am - 6:00 pmWednesday, May 7 ............................................................................ 8:00 am - 11:45 am

EARLY REGULAR ON-SITE(Now - 03/03/14) (03/04/14 - 05/02/14) (beginning 05/04/14)

UTILITY | EXHIBITOR $925US $1,025US $1,125USNON-EXHIBITOR $2,400US $2,400US $2,400USThe full registration fee includes admission to the breakfasts and keynote speakers’ presentations, Exhibit Hall luncheons, CS WeekConference workshops and all social and networking functions including, but not limited to, Exhibit Hall receptions and the perennialfavorite – the CS Week Special Event. For three and a half days, you will be surrounded by hundreds of utility professionals looking totake the latest information and newest solutions back to the office.

*Non-exhibiting registration fee is intended for consultant or vendor with a non-exhibiting company.

1. Web: www.csweek.org2. E-mail: [email protected]. Call: 903-893-32144. Fax: 903-893-61365. Mail: CS Week | 2612 W Lamberth Rd, Ste 300 | Sherman, TX 75092-51835 EASY WAYS

TO REGISTER:

CS Week uses the contact data you provide (such as name, mailing and e-mail address) to send you information about CS Week and the industry. We also use photographs taken during CS Week which may include your image in printed and webmaterial for advertising purposes. By submitting your registration, you agree to allow the use of your contact data and photographs as described above. If you prefer not to receive information directly from CS Week, please contact us [email protected].

May 6-9, 2014

May 5, 2014

May 5-6, 2014

Register 4Pay for 3Details on page 14

$199US* Attending CS Week Conference and CS Week College$395US Attending CS Week College Only

CS Week College registration is intended for utility and governmental employees only.*Discounted College registration fee if you register for CS Week College in addition to Conference 38 (see fees above).

311 Synergy Group registration is $199. Legacy CIS, Customer Engagement, Credit and Collections, Billing & Payments, SmartInfrastructure and Green Button Synergy Group registration is $125. SAP, Oracle and Systems& Software Synergy Group registration iscomplimentary. Synergy Group registration is intended for utility and governmental attendees only (with the exception of Green Buttonand Smart Infrastructure). Admittance to session is subject to presenter approval. The 311 CS Week Synergy Group is scheduled forMay 4-6, 2014.

38

Exhibit Hall Is the Center of the Week

Tuesday, May 6

Exhibit Hall Hours1:00 - 6:00 pm

Welcome Reception4:00 - 6:00 pmSponsored by

Wednesday, May 7

Invitation-OnlyConsultations/Demos

9:00 - 11:00 am


Exhibit Hall Luncheon12:30 - 1:30 pm

Networking Reception4:30 - 6:00 pm

Networking BarSponsored by

Thursday, May 8

Invitation-OnlyConsultations/Demos

9:00 - 11:00 am


Exhibit Hall Luncheon11:45 am - 12:30 pm

Sponsored by

Dessert & CoffeeReception1:30 - 2:30 pmSponsored by

“You Feelin’ Lucky?”Drive Home in a New VW BeetleAfter all the workshops wrap up until next year and the walls inFriday’s General Session are lined with suitcases, there can onlybe one thing left – the annual Vehicle Giveaway sponsored bygenerous Vehicle Giveaway sponsors in the Exhibit Hall. Themusic will be loud and car-related as this year’s 2014 VW Beetlepulls through the curtains. Your name could be the next sound ifyou visited booths in the Exhibit Hall to get your card stamped.Silence broken only by the tumbling hopper – will your name bethe next sound in the Ballroom? Good luck!

130+ exhibitors in the CS Week Exhibit Hall are just one of many reasons to plan to spend time there each day. All of the Conference 38 receptions arein the Hall, as are the daily lunches, afternoon breaks and the daily drawings. Take advantage of all the drawings to sign up for, including the 2014 VWBeetle being given away Friday morning in the General Session.

Of great interest to many utility attendees are the invitation-only demonstrations with exhibitors on Wednesday and Thursday mornings. Informationabout how to sign up will be available in early spring.

39

List current at time of printing

Exhibitors

Media Sponsors and Affiliates:

AAC Utility PartnersAllied GlobalBilltrustCBCSCDS GlobalCentric ConsultingCGI UtilitiesCS WeekData MigratorsDataProseDiamond Concepts and ConsultingElectric Light & PowerEnergy CentralEYFidelity ExpressFiservFive PointGC ServicesHansen TechnologiesHarris UtilitiesHewlett-PackardHigh CottonIBMiFactor

Information Management Solutions LLCInfoSend, Inc.InsightAtlast, LLCInteractive Intelligence, Inc.in-tool-lect/formerly ProMark SolutionsItinerisItron, Inc.KUBRAL J Ross Associates, Inc.Landis+GyrLangham ConsultingLevel OneMECOMS by FerrantiMeridian Integration, LLCMetrix Matrix, Inc.Milestone Utility Services, Inc.Millennium Consulting LLCNexant Inc.OncorONLINE Utility ExchangeOpowerOracleOrigin Consulting, LLC

OSG Billing ServicesPaymentus CorporationPhoenix Electronic BusinessSolutions, LLC, dba Systrends USAPhoneTreePlanetEcosystemsPublic Utilities FortnightlyPulse EnergyPwCRouteSmart Technologies, Inc.SAPSimple EnergySmart Utility SystemsSunGardTendrilThe Mosaic CompanyTransCentraTWIUtilitecUtility Solutions PartnersVertex Business ServicesWestern Union® Bill PaymentsWestin

IBM, the IBM logo and ibm.com are trademarks of the International Business Machines Corp., registered in many jurisdictions worldwide.

CS Week and Electric Light & Power invite you to submit your application today at: www.csweek.org/expandingexcellenceawards

OFFICIAL PRINT MAGAZINES:

NONPROFITORGANIZATIONU.S. Postage

PAIDCS Week

2612 W Lamberth Rd, Ste 300Sherman, TX 75092-5183www.csweek.org

Submission Deadline Extended

February 17, 2014

CS Week and Electric Light & Power announce the 2014 Expanding Excellence Awards, designed to recognize and saluteexcellence in utility customer service. The roster of previous winners is marked with innovation, diligence and the teamwork tocreate significant improvement within your utility.

Team members from each of the 2014 winning utilities, both large and small, will pair up to conduct workshops on their winningprojects in:

Best Mobility Implementation | Best CIS Implementation

Best Smart Infrastructure Project | Innovation in Customer Service

The workshops will be identified on the schedule by category.

Any utility submitting an entry will receive a50% Discount on up to 5 CS Week Conference 38 Registrations!

Deep in the Heart | San Antonio, TX

Documents

Transcript of Deep in the Heart | San Antonio, TX