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Setting the Standards of Excellence Higher
Customer engagement, CRM, customer service – whatever you call it –
your relationship with your customers
has been at the top of everyone’s list
this past year. Severe weather disruptions impacted the delivery of services
in many parts of the nation. Regulators
have taken an even greater interest in
your overall relationships with your
customers. What’s a utility to do?
As a utility-focused, utility-driven
organization, CS Week offers a unique
opportunity for attendees, exhibitors
and industry leaders to meet together,
share together and learn across multiple educational venues where everything is new, current and valuable to
these different groups.
As the demand for superior education
has grown, attendees at CS Week 2015
and Conference 39 will benefit from
changes within our organization –
some new faces to enhance our
services to attendees as well as familiar faces – Todd Arnold and Mark
Wyatt, both former industry leaders,
who are enriching content and substance in a way that had been unreachable until now.
CS Week Program
sponsored by:
2
Your survey responses last year in San
Antonio identified so much potential
for growth, fresh perspectives and
enhanced content across the entire
week’s educational events that our
Board, Executive Advisory Panel and
Planning Committee have worked
deliberately to set this year’s standard
for content even higher and to continue to expand learning throughout
the year.
One harbinger of this year’s interest
within the industry has been the
strongest response ever to the Expanding Excellence Awards Call-forPresentations. The excellence of
submissions increases each year as
utility teams collaborate and innovate
to better serve their customers. These
prestigious awards are the highlight of
the opening General Session, setting
high standards for the entire week. We
are honored to have Lynn Good, CEO
of Duke Energy as keynote speaker for
the opening day of Conference 39.
The Exhibit Hall in the Charlotte
Convention Center will be a lively hub
throughout the week – providing a
dynamic setting for this year’s exhibi-
tors and sponsors to interact with
attendees. I highly recommend the
private demonstrations on Wednesday
and Thursday mornings as the best
way to spend focused time learning
about new products and services –
especially if you are gathering information prior to new projects. Conference lunches and receptions are all
held in the Exhibit Hall, adding to
your opportunities to examine new
products and services – as well as
getting stamps from the car sponsors
for Friday’s drawing of a 2015 Mazda
MX-5 Miata.
Set your alarm early for Thursday
morning’s keynote speaker – Shawn
Achor - a world-respected expert in
“happiness.”
Rod Litke
CEO
CS Week
Rod Litke
CEO
CS Week
Conference 39 - Top Education Choices When You Need Them Most
Welcome to Conference 39 and the
information-packed workshops, toprated utility speakers, networking
and product and services information that you expect.
Change has become such an integral
part of running utilities and serving
the needs of our customers that most
of us welcome targeted, utility
specific, affordable education
opportunities.
For 39 years, CS Week has been the
educational partner that utilities
count on for the top-quality training
that new technologies, improvements and change demand. Workshop speakers are working utility
professionals willing to share their
time and talent with their peers.
Conference 39 reflects the advanced
technological components of
delivering energy or water to our
customers, but the focus in 2015 is
clearly on the relationship between
the customer and utility – the
sharing of information, maximizing
communication, understanding and
efficiency for both customer and
utility. Savings, too.
This shift of focus, one of the many
changes throughout the electric, gas
and water utilities, presents utilities
with new options and new conversations on the delivery of energy or
who is actually producing it. The more
our top leaders, managers and supervisors understand these changing demands and opportunities to interact, the
stronger and more resilient our utilities
become.
This year’s rich content also reflects the
willingness of top managers and
industry leaders to share their time and
talent, not only as speakers but also
sharing their perspectives and asking
questions themselves.
This holds true in the Exhibit Hall as
well. Whether this is your first conference or tenth, the exhibitors are a
trusted source of answers to your
technical questions and a rich resource
for solutions. They are keenly aware of
the challenges you face and welcome
your questions.
In fact, almost everyone you’ll meet at
CS Week has made the decision that it
doesn’t benefit their utility to attend a
meeting with paid speakers and prepared scripts in a fancy hotel. We work
in the real world and that’s how we
want our educational opportunities, too.
For your utilities and mine, our goal is
to provide utility management and
supervisors with educational opportunities that strengthen and enhance not
only their business but, first and
foremost, their customer relationships.
Attendee orientation Tuesday afternoon
is time well spent as a couple hundred
first-time attendees get a bird’s eye
view of how to maximize their time at
Conference 39, how to use the On-Site
Guide to choose workshops, networking opportunities, meals – even how to
get your card stamped in the Exhibit
Hall to win a 2015 MX-5 Miata.
We also have fun at Conference, so let
me encourage you to attend Thursday
evening’s Special Event at the
NASCAR Hall of Fame. Whether
you’re already a fan or not, this evening
is planned for everyone to enjoy heavy
hors d’oeuvres, cold beverages, hundreds of new friends as well as the
videos, displays and lively simulated
races. It’s only a little more than a two
block walk from the Convention Center
for this unique evening of fun.
Retha Hunsicker
VP, Customer
Contact Operations
Duke Energy
2015 Conference Chair
I look forward to meeting you at
Conference 39 and welcoming you to
this powerhouse we call CS Week.
Retha Hunsicker
VP, Customer Contact Operations
Duke Energy
2015 Conference Chair
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Sunday, April 26 - Tuesday, April 28
311 Synergy Group
Sunday 10:00 am - 5:15 pm
Monday 8:00 am - 5:00 pm
Tuesday 8:30 am - 4:00 pm
Billing & Payments
Synergy Group
Monday, April 27
Tuesday, April 28
Your Aging CIS, What’s Next
and How to Move Forward
Registration
7:00 am - 8:30 am
Registration
7:00 am - 8:30 am
Complex System Implementations:
Realizing the Benefits after Go-Live
Breakfast
7:30 am - 8:15 am
Breakfast
7:30 am - 8:15 am
Monday, April 27
Going Digital: Your Customers Expect It...
But Are You Delivering?
Leadership Lessons from Lewis & Clark
Leadership Strategies for
Effective Change Management
Credit and Collections
Synergy Group
Customer Engagement
Synergy Group
Applying Mobility to Your Customer Service
TM
a CS Week Educational Venue
Legacy CIS
Synergy Group
Field Services
Synergy Group
Tuesday, April 28
Wednesday, April 29
Top of Mind Issues
CRM Tools, What Is the State of the Art?
What Is Next?
Smart Infrastructure
Synergy Group
Oracle
Synergy Group
Customer Satisfaction,
Measurement to Success
Large Military Customers
and the Renewable Mandate
Disruptive Technologies, a Discussion
about the Changing Business
Hansen Banner CIS
Synergy Group
SAP
Synergy Group
Monday 8:00 am - 5:00 pm
Design of Key Account Functions
Across Multiple Companies
National Account Perspective
Key Account Expectations
for the Next 10 Years
Systems & Software
Synergy Group
Please visit www.csweek.org for final agenda.
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What Makes a Good Key Account Manager?
Creating Special Solutions
for Special Customers
Round Tables on Hot Topics
Welcome Message
8:15 am - 8:30 am
Welcome Message
8:15 am - 8:30 am
Improving Operations
Through Connected
Technologies
8:30 am - 9:30 am
Mobile Strategies for Enhancing
Customer Service
8:30 am - 9:30 am
Resetting Regulations
9:30 am - 10:30 am
Envision Charlotte
9:30 am - 10:30 am
Providing Customers Cracker
Jack Moments
10:45 am - 12:00 pm
Vision 2020: Future Customer
Service
10:45 am - 12:00 pm
Executive Luncheon
12:00 pm - 1:00 pm
Executive Luncheon
12:00 pm - 1:00 pm
Continued Quest for
Excellence
1:00 pm - 2:00 pm
Voice of the Customer Trends
1:00 pm - 2:00 pm
Managing the DG Explosion
2:00 pm - 3:00 pm
Preparing for a Connected
World
2:00 pm - 3:15 pm
Leveraging Data to Extract
Value
3:30 pm - 4:45 pm
Closing Message
4:45 pm - 5:00 pm
Networking Social &
Cocktails
6:30 pm - 7:00 pm
Executive Summit Dinner Mint Museum Uptown
7:00 pm - 9:00 pm
Closing Message
3:15 pm - 3:30 pm
Sunday, April 26
Registration
Sponsored by: Tendril
9:00 am - 5:00 pm
Monday, April 27
Registration
7:00 am - 5:00 pm
Tuesday, April 28
Registration
7:00 am - 6:00 pm
Exhibit Hall Hours
1:00 pm - 6:00 pm
Attendee Orientation
Sponsored by: SAP Americas
3:15 pm - 3:45 pm
Welcome Reception
Sponsored by: Cognizant
4:00 pm - 6:00 pm
Women in Utilities
Elite Sponsor: AAC Utility Partners
Co-sponsored by: SAP Americas
6:00 pm - 7:00 pm
Private Events
7:30 pm
Wednesday, April 29
Thursday, April 30
Friday, May 1
Continental Breakfast
7:15 am - 8:00 am
Sponsored by: Microsoft
7:15 am - 8:00 am
Sponsored by: Usablenet
7:15 am - 8:00 am
Registration
8:00 am - 11:45 am
General Session Welcome
& Keynote Speaker
Sponsored by: Opower
8:00 am - 8:45 am
Expanding Excellence Awards
Announcements
8:45 am - 9:15 am
Exhibit Hall Invitation-Only
Consultations/Demos
9:00 am - 11:00 am
Session 1 Workshops
9:30 am - 10:30 am
Refreshment Break
Sponsored by: Meridian Integration, LLC
10:30 am
Session 2 Workshops
10:45 am - 11:45 am
Exhibit Hall Hours
11:00 am - 6:30 pm
Exhibit Hall Luncheon
Sponsored by:
Ferranti Computer Systems NV
12:30 pm - 1:30 pm
General Session & Keynote Speaker
Sponsored by: IBM
8:00 am - 9:00 am
Closing General Session
9:30 am - 10:30 am
Session 5 Workshops
9:15 am - 10:15 am
Special Announcements
10:30 am
CS Week Research
10:00 am - 2:00 pm
Vehicle Giveaway
10:30 am
Refreshment Break
10:15 am
Session 6 Workshops
10:30 am - 11:30 am
Exhibit Hall Hours
11:00 am - 2:30 pm
11:45 am - 12:30 pm
Dessert & Coffee Reception
1:30 pm - 2:30 pm
Session 7 Workshops
2:30 pm - 3:30 pm
Refreshment Break
Sponsored by: Meridian Integration, LLC
2:45 pm
Refreshment Break
3:30 pm
Session 4 Workshops
3:00 pm - 4:30 pm
Session 8 Workshops
3:45 pm - 5:00 pm
Canadian Networking Reception
4:30 pm - 5:30 pm
Private Events
6:30 pm
Refreshment Break
9:15 am - 9:30 am
Exhibit Hall Invitation-Only
Consultations/Demos
9:00 am - 11:00 am
Session 3 Workshops
1:45 pm - 2:45 pm
Networking Reception
4:30 pm - 6:30 pm
Session 9 Workshops
8:15 am - 9:15 am
NASCAR Hall of Fame Special Event
Sponsored by: Harris Utilities
7:00 pm - 10:00 pm
Preliminary schedule subject to change.
5
Planning Committee
Todd Arnold*
Retired from Duke Energy
Fred Daum
PSEG - Long Island
Jacqueline Kirwin
Eversource Energy
Andrea Pelt-Thornton*
Florida Power & Light Company
Penny Tootle
Las Vegas Valley Water District
Mark Wyatt*
Saurabh Bansal
NRG Energy
Jessica Hobbick
APS
Tim Lang
We Energies
Rosemary Scherba
Baltimore Gas & Electric
Company
Dan Tunnicliff
Southern California Edison
Company
Darren Yates
ONE Gas
Diane Coley
Piedmont Natural Gas
Company, Inc.
Uschi Hopping
FortisBC
Mary Ann Martinez
Xcel Energy, Inc.
Pamela Wheat
Oncor Electric Delivery
Keith Jennings
Energen Corporation
Penni McLean-Conner*
Eversource Energy
Lois Stark
Kansas City Power & Light
Company
Ann Kelly
Canadian Electricity Association
Kerry Overton*
Austin Energy
Tom Cunningham
Duke Energy
Sue Daulton*
Tacoma Public Utilities
David Tomlinson
Duke Energy
Donna Williams-Ormond
City of Richmond
Rod Litke*
CS Week
Jerry Duvall*
CS Week
John Sild
CS Week
*Board member
Summit Advisory Panel
Executive Advisory Panel
Todd Arnold*
Teresa Hansen
Electric Light & Power
Peter Sanburn
Itron
Todd Arnold
Michael Guyton
Oncor
David McKendry
Hydro Ottawa Limited
Jon Brock
Desert Sky Group
Mark Hirschey
Ernst & Young
Karl Sowa
Simple Energy
Marilyn Caselli
Consolidated Edison Co of New
York, Inc.
Gary Hayes
CenterPoint Energy
Penni McLean-Conner
Eversource Energy
Rob Calvo
Smart Utility Systems
Tony Johnson
IBM
Guerry Waters
Oracle
Aundrea Jackson
TECO Energy
Kerry Overton
Austin Energy
Rich Charles
Ernst & Young
Brad Langley
Tendril
Glenna Williams
Vertex Business Services
Frank Jiruska
PECO
Jim Curtin
PwC
Chris Lewis
Harris SmartWorks
Jerry Duvall*
CS Week
Hallie Reese
Pepco Holdings, Inc., Delmarva
Power & Light, Atlantic City
Electric
Rick Cutter
AAC Utility Partners
Penni McLean-Conner*
Eversource Energy
Rod Litke*
CS Week
Sue Daulton*
Tacoma Public Works
Andrea Pelt-Thornton*
Florida Power & Light
*Board member
Neel Gulhar
Opower
Stacy Derstine
APS
Carol Dodson
Dana Drysdale
San Jose Water Company
Greg Dunlap
PSE&G
Daniel Eichhorn
PSEG Long Island
Joseph Forline
PSE&G
Laurie Giammona
Pacific Gas and Electric
Company
6
Byron Knibbs
Orlando Utilities Commission
Tanis Kozak
Direct Energy Residential
Joe Trentacosta
Southern Maryland Electric
Cooperative
Gayle Lanier
Duke Energy
Brian Woody
Piedmont Natural Gas Company
Mike Lowe
Salt River Project
Mark Wyatt
Alisa Mann
Monday, April 27
Your Aging CIS, What’s Next and How to Move Forward
Jim Anderson, Manager of Technology Assessment & Selection Services, AAC
Edwin Crow, Managing Partner, AAC
Rick Cutter, Managing Partner, AAC
Denise Kruger, Senior Vice President, Regulated Utilities, Golden State Water Co
Steve Wenke, Managing Partner, AAC
Many utilities are coming to the realization that their Customer Information System (CIS) is near the
end of life. Multiple business issues are driving this realization. Issues such as an aging workforce,
new technologies needs such as Meter Data Management and the desire to improve the customer
experience. This course will discuss a methodology to Assess, Procure and build a business case that
supports your decisions. Presenting CIS project examples as well as case studies associated with
typical issues related to these types of projects. Risk mitigation strategies will also be discussed to
assist your project implementation in being successful.
Complex System Implementations: Realizing the Benefits after
Go-Live
Alec O’Brien, Vice President, TMG Consulting Inc.
being delivered today across the channels and effectively determining which experiences (e.g., start
service) are best suited for each unique channel (e.g. mobile vs. web). A variety of activities are
required to enhance the current state including determining the right technology platforms,
establishing the right governance roles between departments (e.g., Marketing, Corp Communications, Customer Care) and creating a balanced business case that not only captures financial value,
but assesses CSAT left across key dimensions. This course is appropriate for utilities on the frontend of a digital program or in the middle of enhancing capability across key digital channels.
Participants will be provided a mix of “how to” methods and techniques illustrated by real life
examples from other utilities and, more importantly, other industries facing similar objectives.
Leadership Lessons from Lewis & Clark
Dave Maddox, Division Chief, Training and Development, Department of Human Resources,
City of Richmond
In 1804, Lewis and Clark’s Corps of Discovery set off on an incredible voyage into the unknown.
President Thomas Jefferson had placed enormous responsibility on these two young captains. They
were tasked with building and leading a team that would face numerous challenges. The team had to
solve many unforeseen problems, navigate countless cultural dilemmas and most importantly,
deliver results. Their successful mission laid the groundwork for westward expansion of the United
States, improved Native American relations and identified hundreds of new plants and animals.
As a leader, you are also setting off on your own voyage of discovery. Your organization has tasked
you with building a team and delivering results. It will be your responsibility to prepare yourself and
your team for the challenges ahead- challenges involving relationships, performance and vision. You
are charged with tackling whatever problems you encounter, while maintaining the highest ethical
standards. Are you up for what lies ahead?
When implementing complex enterprise-wide systems, a primary business goal is to establish
operational efficiencies and ultimately achieve a return on your investment. As we have found time
and again, however, the best systems in the world do not operate on their own – you must ensure your
organization and your people are prepared to support the new systems after go-live.
Designed for new leaders or leaders with new challenges, this leadership overview, presented in a
unique perspective, parallels the participant’s journey with that of the famous explorers and focuses
on eight core leadership skills.
Most system implementations require modifying business processes and policies, as well as changing
the organizational structure and support model of the business. Training, communications and
knowledge transfer are common methods used to aid you down the path of preparing and supporting
users in their daily operations, but how often do these efforts hit the mark?
H. Richard Gheisar, Director, PwC
Going Digital: Your Customers Expect It…But Are You
Delivering?
Brian Hurst, Executive Director, EY Power & Utilities
Timothy Stafford, Senior Manager, EY Power & Utilities
Ting Shen, Senior Manager, EY Digital and Social Media
The first wave of utilities to deploy digital solutions (e.g., Web Self-Service) pursued a Field of
Dreams approach: “If you build it they will come.” During this period, Integrated Voice Response
(IVR) self-service and front-line customer service representatives were the predominant channels.
While this approach to digital delivery showed early signs of success, other industries were already
focusing on how they could aggressively shift from high cost-to-serve channels to robust online
capabilities. As these early online channels evolved and spawned new means of digital interaction,
customer expectations evolved in turn. In recent years, utilities are now trying to keep up with those
customer expectations that have been shaped by other industries. It’s no longer acceptable to just keep
the gas or water flowing and the lights on – you need a digital strategy that effectively engages
customers.
Delivering an effective multi-channel digital strategy requires a deliberate and comprehensive
approach. It starts with understanding the voice of the customer, assessing how those expectations are
Leadership Strategies for Effective Change Management
The Customer Information System (CIS) is at the heart of utilities’ operations and is of critical
importance, as it serves as the face of the organization to their customers and business partners.
Implementing a new CIS is one of the most complex and time-consuming projects a utility can face.
The project lifecycle goes through many phases, starting with a planning or design phase and ending
with the Go-Live/cutover phase where the old CIS is disabled and the new CIS goes live. This class
will walk you through the leadership strategies necessary for planning and executing a successful
CIS Implementation and Change Management.
Applying Mobility to Your Customer Service
Eric J. Davis, Principal User Experience Consultant,
AEP Corporate Communications | Creative Services
Mobile solutions are now a way of life for many people. Customers are using mobile devices for
just about everything and utilities have an incredible opportunity to take advantage of this medium.
This course is designed to arm students with information and tactics designed to increase customer
engagement specific to mobile solutions. From the establishment of a mobile strategy to the
implementation of multiple mobile solutions, students will learn how to navigate the operational,
technical and communication challenges associated with the development of mobile offerings. The
course will include discussion and demonstrations of specific mobile solutions such as customer
preferences, notifications, billing, outage reporting and mobile website functionality.
CS Week Colleges are for utility and governmental employees only.
7
Sunday April 26, Monday, April 27 and Tuesday, April 28
$199 Registration Fee
The 311 Synergy Group invites all 311 employees to join their two-anda-half-day annual meeting in Charlotte, NC. The group grows significantly year after year because of their proven educational tracks and
their outstanding networking system. Not technically a utility, 311
centers are customer care service centers for cities and municipalities.
Tuesday, April 28
Women in Utilities has grown exponentially since its
first meeting in San Antonio in 2008. This talented
group of professional women gather annually, networking strategically and reinforcing the valuable interconnection of professional women in challenging jobs.
Elite Sponsor:
Co-Sponsor:
8
Monday, April 27 - Tuesday, April 28
CS Week Synergy Groups provide a more informal forum for utility managers to be exposed to new ideas,
products and approaches related to their specific fields. The groups themselves are divided between processspecific and product-specific groups.
Hansen is the newest product-specific Synergy Group for 2015.
April 28, 2015
April 28, 2015
April 28, 2015
April 28, 2015
April 28, 2015
April 28, 2015
April 28, 2015
April 28, 2015
April 27, 2015
April 28, 2015
Complimentary Registration
Synergy Group registration for utility and governmental attendees only (with the exception of Smart Infrastructure). Admittance to session is subject to presenter approval.
9
Todd Arnold
2015 Summit
Venue Executive
Two thought-provoking days exchanging insights with your peers – IT and customer services executives leading their
utilities through the challenge of delivering customer service excellence while containing costs, enhancing services,
upgrading technologies and meeting customers’ ever-changing expectations. CS Week Executive Summit maximizes your
access to the relevant information, experience solutions and contacts you seek to ensure effective strategies for your
utility, your employees and your customers.
Improving Operations Through
Connected Technologies
Smart meters, distributed automation, sensors, mobile
workforce and consumer devices are creating opportunities
to change how we work and exceed customer expectations.
Hear from these industry leaders on how they are
leveraging these connected technologies.
Resetting Regulations
Scarce resources, environmental requirements, technology
innovations and changing customers are challenging
today’s regulatory model. What changes are utilities,
regulators and interveners proposing to enable utilities to
continue to deliver reliable, affordable, clean and safe
products in the future?
Providing Customers Cracker Jack
Moments
Back by popular demand with a twist. Our panel of utility
executives will describe their new product and service
offerings which enhance revenue and/or the customer
experience.
10
Continued Quest for Excellence
What can you do to proactively engage customers as the
industry evolves? Learn how Salt River Project, the
number one utility in JD Power customer satisfaction for
15 years, approaches the changing marketplace by
reinventing the way they work with their business and
government customers. In this session you will learn how
SRP balances cost-to-serve/ROI, customer needs and the
use of third parties and strategic relationships. A
fundamental part of the transformation is the investment in
SRP’s employees. Human Capital is critical in creating a
winning and competitive business model.
Managing the DG Explosion
This session explores the best practices in effectively
supporting the growth of distributed generation from a
process and policy perspective, including a discussion on
rate impacts. Specifically, how are utilities supporting the
billing implications such as virtual net metering; supporting
the DG connection process; and providing customer service
for DG customers?
Leveraging Data to Extract Value
Vision 2020: Future Customer Service
Executive Summit sponsors will feature discussions on how the utility
and other industries are leveraging data to enhance the customers’
experience. Hear from these solution providers about how data is being
used to increase self-service adoption, promote adoptions of new
products and services, anticipate customer needs and increase
satisfaction.
A provocative session featuring both a video and panel to explore utility
customer service in the future. This session will include the Utility Customer
Research Consortium’s Customer Service Vision 2020 video focused on the
future interactions of bill pay, outage management, low income assistance, solar
and customer usage in 2020. Utility executive sponsors of the video will share
how they plan to use the video to enhance communication with regulators,
employees, executives and other stakeholders. The video is being produced for
its utility sponsors by Outside the Frame, an award winning production
company in NYC.
Mobile Strategies for Enhancing Customer
Service
Utility executives share case studies of their mobile offerings to
customers. Gain the inside knowledge of how these utilities designed,
built and launched their mobile applications. Understand the results they
are experiencing and the customer feedback.
Envision Charlotte
Envision Charlotte is a non-profit organization formed through a publicprivate partnership that is committed to delivering a business model that
will enable Charlotte to be the most sustainable urban community in the
country. The organization is focused on delivering enabling capabilities
around 4 main pillars – energy, water, waste and air. This session will be
a panel discussion where members of the public-private partnership will
provide their perspective on the value of collaboration and the key
success metrics required to deliver sustainable results.
Voice of the Customer Trends
What are the best practices in today’s multi-channel world to listen and learn
from the customer and bring that customer voice to leadership and to the front
line? Beyond just mining customer complaint data, today there are new
solutions such as crowdsourcing, online customer panels, speech analytics,
journey mapping and customer mystery shopping. This executive panel
explores their use and success with these latest tools.
Preparing for a Connected World
This session explores emerging connectivity trends and product introductions
that have the potential to impact or alter the customer’s experience and
expectations. The panel will address the IT infrastructure investment strategies
that a utility should be exploring and deploying.
Sponsored by:
11
General Sessions
Wednesday, April 29
Thursday, April 30
Lynn Good
Shawn Achor
CEO, Duke Energy
CEO, Good Think, Inc.
CS Week is honored to welcome Lynn
Good as keynote speaker for the opening
day of Conference 39 in her beautiful city
of Charlotte. As president and chief
executive officer of Duke Energy, she has
faced a number of hurdles during her first
year in the job. She is keenly focused on
the long term vision of a company that
operates in a number of states while
remaining committed to the long-term
vision of the company as a leader in renewable energy and provider of safe,
reliable, affordable electric service to their customers.
A man known around the world as one of
the leading experts on happiness and its
relationship to success will open your eyes
in a new way as Thursday’s keynote
speaker.
Shawn Achor has lectured or researched in
more than 50 countries around the world.
He shares his message as well as listening
whether he’s at St. Jude’s Hospital or
talking to school children in South Africa or farmers in Zimbabwe. He worked
with the U.S. Department of Health to promote happiness. He teaches at the
Wharton School of Business as well as collaborating with Yale and Columbia
University.
Sponsored by:
Sponsored by:
Wednesday, April 29
Friday, May 1
Expanding Excellence
Award-Winning Utilities Honored
Leadership Is More Than a Title
The announcement of the 2015 Expanding Excellence
Award-winning utilities sets a high standard for the
workshops, events and educational groups throughout
the day. New for 2015 is the recognition of finalists as
well as category winners. A series of brief videos will
introduce the eight winning utilities, both large and
small, in the categories of Best Smart Infrastructure
Project, Best CIS Implementation, Innovation in
Customer Service and Best Mobility Implementation.
12
Often leadership is defined in the context of a title: manager, supervisor,
project leader. Delivering superior results in today’s dynamic business
environment does not follow a traditional organization chart. All
employees have significant leadership roles in developing innovative
solutions, taking risks at the right moment, getting things done in an
operating emergency, bringing the project in on time and on budget.
This executive panel will discuss: traits of good leaders; how to be an
effective leader in today’s matrix, dynamic organizations; how they
identify and mentor future leaders; and personal lessons learned when
they had to lead without a title.
Networking
2015 Special Event Like No Other: NASCAR Hall of Fame
Thursday evening, April 30, 7:00-10:00 pm
Imagine one of Charlotte’s prime destinations totally reserved for CS Week‘s Special Event. You won’t
have to imagine for long when the NASCAR Hall of Fame opens the doors to only CS Week participants. The three-story Hall of Fame is packed with race cars and slanted race tracks, simulators, huge
video screens and so much more, but the evening has been planned for non-race fans to enjoy it just as
much. Heavy hors d’oeuvres and cold refreshments will be set up on all three floors with your enjoyment in mind. Thursday evening, April 30, 7:00-10:00 pm for everyone wearing a CS Week badge.
Within easy walking distance to both hotels.
Sponsored by:
Enjoy Your Stay in Charlotte
Li mited
Availability
The Queen City welcomes all CS Week participants to enjoy your stay in this
fascinating city. The CS Week hotels – the Westin Charlotte Hotel and the
Hilton Charlotte Center City – are centrally located close to stores,
restaurants, museums and entertainment venues as well as the NASCAR Hall
of Fame. The city is accessible, interesting, full of history and some fun street
art installations. Everyone registering for CS Week 2015 and Conference 39
can make hotel reservations during the registration process.
Additional information and online
hotel registration is available at www.csweek.org.
Look for the Hotel Accommodations link under the Registration tab.
The Westin Charlotte Hotel
Hilton Charlotte Center City
$205 (+ tax)
$202 (+ tax)
or Call 866-837-4148
Group Code: CWD20A
or Call 877-667-7213
Group Code: CIS15
13
TM
Tuesday, April 28 - Wednesday, April 29
a CS Week Educational Venue
Key Account Forum is an invitation-only, two-day specialty group, now in its third year. The forum setting enhances the discussions and presentations of this group whose participants
are among the limited number of professionals with the management and strategic skills to manage their utilities’ largest accounts. This year’s topics include:
Top of Mind Issues
Attendees are asked to introduce themselves to the group and
share their three top of mind issues. An email was sent to
attendees prior to the start of the Key Account Forum to help
them be prepared for this interactive session.
CRM Tools, what is the state of the art?
What is next?
The use of CRM for Key Accounts and corporate wide use
varies significantly across America. The facilitator will discuss
the Customer 360 program at DTE and their planned use of
CRM. Their view is to provide a seamless view of the customer
regardless of the department. The benefits to Key Accounts will
be significant. Discussion will follow regarding functionality,
adoption and use of CRM. Members plan to also discuss the
interface to customers as a part of this session.
Customer Satisfaction, Measurement to
Success
All Key Account programs are tracking and driving Customer
SAT (CSAT). This session discusses the methods of identifying
key drivers in CSAT and then developing your marketing
strategy. Participants in this session will focus on internal
programs designed to help utilities develop better CSAT scores
for Key Accounts. Specific approaches such as customer
account plans, detailed measurement and follow-up will be
discussed. Interface and dialog with Key Accounts will also be
discussed.
Large Military Customers and the
Renewables Mandate
The Military is pressing utilities with federal mandates for
aggressive schedules to deploy renewable energy. This can
include service areas that are difficult to accommodate for
generation back into the system. This session may cover other
large customers and specific mandates.
Disruptive Technologies, a Discussion
about the Changing Business
What Makes a Good Key Account Manager?
Pete Barsamian, Director, Energy Services Northeast Utilities
Disruptive technology has been moving to the forefront of
conversations with utilities. Specifically the movement of
distributed generation, microgrids and at times the inability to
properly manage a grid now affected by customer technologies.
This session discusses these technologies and how utilities are
dealing with them.
Some significant traits and skillsets separate a good key account
manager from the rest. Regardless of the key accounts they handle
they must be able to solve problems and communicate effectively
with customers to provide them with appropriate products and, in the
process, achieve specific company goals. This session will explore the
profile and skillsets of good key account managers.
Design of Key Account Functions
Across Multiple Companies
The design of Key Account organizations varies across the
continent. This session will discuss the design of organizations
where the company is run as separate business units. This
conversation will include separation as gas vs. electric, state to
state, or legacy companies combined into one entity.
National Account Perspective
Hear a panel of large national account’s views on great utility
national account programs they have experienced – perhaps
some less than expected results. This is your chance to ask
“what do they want?” or “how are we aligned?”
Key Account Expectations for the Next
10 Years
What will Key Account customers want and/or expect from
their utility in the next 5-10 years that we aren’t providing to
them now? At this juncture, and as "trusted energy advisor”
should we be advising and counselling on targets such as
renewables or sustainability goals. Can a utility afford to let
other third party’s take the lead on these points?
Sponsored by:
14
Creating Special Solutions for Special
Customers
What are others doing with special rates for extra-large customers or
certain customers that have unique facets such as high load factor
rate, custom green rates or requiring a carbon free supply? Some
customers are asking for other new aspects of their power supply such
as backup power. This can also extend to economic development and
attracting new customers to your area.
It can be a dilemma, from the customer perspective, they expect
custom solutions, from the regulators perspective they expect no
preferential treatment. APS will lead this discussion as to what they
are doing to provide customized solutions.
Round Tables on Hot Topics
The final session will be a round table format to cover Hot Topics.
The Hot Topics will be finalized by the attendees based upon the
conversations of the past two days, plus using input from the first
session “Top of Mind Issues”. Topics will be limited to the allotted
time by table facilitators. The Steering Committee has suggested some
topics based on their review of session topics.
These might include: Are new technologies causing a shift in how we
communicate with customers; Asking large customers to advocate for
various initiatives; Approaches to the Middle Market; Managing the
balance of great customer relationships with rising costs; Use of
tablets and mobile devices in Key Account Management; Big
Customers, Big Data, Big Analytics; and Data Privacy Issues.
Customer Experience Lifecycle
SMART INFRASTRUCTURE
BILLING
Covers various aspects of the smart infrastructure including: transition
strategies for AMR; demand response/demand management; dynamic/realtime/critical peak pricing options; optimization of multiple energy sources
(gas/water/electric); integration of renewables, storage and distributed
generation (including microgrid); plug in hybrid electric vehicles (PHEV);
home area networks/energy management systems/consumer displays and
control; leveraging 3rd party telecommunications providers; managing time
sensitive data (energy infrastructure and customer data); cyber security and
data privacy; AMI/AMR; communications architecture; meter inventory; prepay meters; meter read routing; GIS; MDM; load management; load
profiling.
Focuses on all aspects of
residential, commercial and
industrial billing including:
billing processes; wholesale
billing; billing for other
services; consolidated bills.
CUSTOMER ENGAGEMENT
Explores current, emerging and enabling processes and technology in: social
media; customer acquisition; customer segmentation and marketing; channel
management; IVR; CRM; web self-services; call center software; work
management; document management; knowledge management; customer
communications during emergencies.
PAYMENTS
Examines various payment issues related to: credit/debit card and eCheck
payments and compliance; walk-in and kiosk payments; lockbox operations;
treasury functions; cashier workstations; payment processes; electronic
billing and payment; remittance function; consolidated billing and payments.
STRATEGIES AND
MANAGEMENT
Focuses on trends from a people, process and technology perspective by
sharing information related to planning, strategies, trends and management of the Customer Experience Lifecycle.
EXPANDING EXCELLENCE AWARDS
Presentations by winning utilities in each of the four Expanding Excellence categories: Best Mobility Implementation, Best CIS Implementation, Best Smart Infrastructure Project and Innovation in Customer
Service.
WATER FOCUS
These workshops will explore business and regulatory issues from a water
utility perspective. All sessions will be presented with a water utility
company.
CREDIT AND COLLECTIONS
CANADIAN FOCUS
Considers new issues and best practices in the areas of: credit and collections
processes; credit and collections software; 3rd party collections; behavior
modeling and scoring; data analytics; disconnect for non-payment; revenue
assurance; skip tracing; low income credit and collection practices.
Originally introduced as a forum for sharing information on regulatory
issues and other business factors, the Canadian Focus track has expanded
significantly with a robust roster of speakers and topics throughout the
Conference 39 workshop schedule.
FIELD CUSTOMER SERVICE
EXHIBITOR SHOWCASES
Concentrates on the various aspects of field operations including outage
management; materials management; mobile workforce management; GIS;
communications architecture; GPS; broadband; dispatch; routing; scheduling.
Exhibitor forum for informing utility personnel about their products and
services and client success stories.
15
Workshops At-A-Glance
Customer Engagement
Water Focus continued
•
Making the Case for
Automated Metering Solutions
•
•
How MSD Used Predictive
Analytics to Increase Collections
•
Your Smart Meters are Deployed Now What?
Development of an
Organization Wide Digital
Strategy
•
Collections without Disconnects
•
•
Connected Home - Security,
Thermostat, Comfort...What Next?
Transforming the Call Center –
Qualitative Focus, Quantitative Results
Developing the Evolving Field
Workforce
•
Customer Insight Leads to Customer
Intelligence
•
Best Practices in CIS Implementation –
Small Utility
•
Utility Apps & the New Mobile Customer
•
The Evolving IVR Value Proposition
•
Utilizing Data Analytics to Drive
Widespread Customer Engagement
•
Organizational Change Management:
One Size Does Not Fit All
•
Aligning Business Vision with
IT Strategy
•
•
Smart Infrastructure Expanding
Excellence Award Winners – A Year
Later
•
Opt-Out Fees for AMI – How to Track
and Manage
•
The Social Community
•
Time of Use Program Implementation
•
•
Using Smart Data Sources to Help
Customers with “Ways to Save”
Pursuing Customer Preference in
Excellence
•
•
How Smart is Your Smart Data
Presentment?
Transforming the Customer SelfService Experience
Billing
•
Optimizing the Escheatment
Process
Water Focus
•
Making the Case for Automated
Metering Solutions
•
Smart Infrastructure Expanding Excellence Award Winners – A Year Later
•
Identifying Lost Revenue Through
Analytics & Comprehensive Business
Process Audit
•
Impacts of AMI on Complex Billing
•
Designing a Customer Friendly Bill
•
Best Practices in High Bill Reduction
•
Identifying Lost Revenue through
Analytics & Comprehensive Business
Process Audit
•
Utilizing Data Analytics to Drive Widespread Customer Engagement
Successful Paperless Billing Strategies
•
•
•
16
Payments
•
Results with Payment Arrangements/
Plans
•
Customer Behavior Evolution and
Mobile Payment App Adoption
•
Going Mobile Was a Snap for LG&E
•
Prepay Utility Models
•
Your Customers are Mobile; Are
You Ready?
Canadian Focus
•
Transforming the Customer Self-Service Experience
Your Smart Meters are Deployed - Now
What?
•
Your Customers are Mobile; Are You
Ready?
Transforming the Customer SelfService Experience
•
Collections Strategies to Reduce Net
Write-offs
Credit & Collections
Strategies & Management
Exhibitor Showcases
•
A Personalized Method to
Increase Energy Assistance eBusiness
•
Evolving Hiring and Staff
Development Strategies
•
Identifying & Achieving the
Benefits of Your CIS Investment
•
How MSD Used Predictive Analytics to
Increase Collections
•
Are You Ready for Digital Utility
Business?
•
Making the Most of Your Data with
Analytics
•
Collections Strategies to Reduce Net
Write-offs
•
Rethinking Customer Care for Our
Connected World
•
•
Outsmarting Theft with Smart Meters
•
•
Strategies for Debt Forgiveness
Programs
Best Practices in CIS Implementation –
Small Utility
Smart Customer Mobile (SCM®) GenX Intelligent Customer
Engagement Solution
•
The Modern CIS: Accelerating
Excellence
•
Fighting Identity Theft: Understanding
How to be Compliant with the New Red
Flag Rules
•
Collections without Disconnects
•
Using Behavioral Analytics to Develop
Credit Models
Field Customer Service
•
The Evolving IVR Value Proposition
•
Strategies for Building Data Analytics
Capabilities
•
Building Customer Relationships That
Generate New Revenue
•
Getting Business Value from Customer
Engagement
•
Incentivize Customers to Implement
Energy Saving Recommendations
•
Organizational Change Management:
One Size Does Not Fit All
•
Customer Analytics: Discover the
Value
•
Aligning Business Vision with IT
Strategy
Excellence Awards
Enterprise Performance
Management for Field Service
Crews
•
Innovation in Customer
Service
•
Best Mobility Implementation
•
Taking Payments in the Field
•
Best Smart Infrastructure Project
•
Improving Customer Service Through
Outbound Communications
•
Best CIS Implementation
•
Best Practices in Field Safety
•
Developing the Evolving Field
Workforce
•
Achieving 100% Appointment
Schedules
•
Impact of Meter Accessibility
•
17
Your Smart Meters are
Deployed - Now What?
Making the Case for
Automated Metering
Solutions
David McKendry, Director, Customer
Service, Hydro Ottawa Limited
David Mason, Senior Applications
Developer, Las Vegas Valley
Water District
Objectives:
• Yes! You can implement two
AMR systems side-by-side!
Discover how Las Vegas did it in
this workshop;
• Learn how to track and predict
AMR lifespans to gain read
efficiency while reducing truck
rolls;
• Hear how Las Vegas’ AMR
project was developed and has
grown to produce positive results.
customers are serviced using
automated metering solutions.
Consistent with the organizational
strategy to lead innovation and
optimize resources for exceptional
customer service, LVVWD has
effectively implemented a blend of
fixed and drive-by network solutions
to address the different terrain and
extreme weather conditions within
its jurisdiction. Gaining read
efficiency and laying the foundation
for expanding AMI are just the
beginning. LVVWD has been able to
mark significant improvements in
service to its customers, which
translates to a hearty bottom line.
Hear how this project was developed
and grown to produce great service
results.
18
Objectives:
• Explore how Hydro Ottawa has
successfully leveraged their smart
meter deployment along with other
enabling technologies to provide
increased customer choice,
convenience and control;
• Understand the benefits to
customers and the utility.
Connected Home Security, Thermostat,
Comfort...What's Next?
Nathan Adams, Director,
Development, Green Mountain
Power Corporation
Sonja Bogart, VP, Member Services,
Wright-Hennepin Cooperative
Electric Association
Mike Bates, General Manager,
Utilities, Alarm.com
Objectives:
• Understand utilities’ perspective on
offering renewable products to
their customers;
• Understand strategies of partnering
versus competing with larger retail
providers;
• Creating better customer
experience and improving bottom
line by offering customer choices.
The presentation will discuss the
different opportunities and threats that
exist for utilities when competing with
several retailers that are already in a
customer's home. These retailers can
be solar and DG companies, security
companies, energy management
providers or home services providers.
The utilities will discuss the rationale
for why they are offering these
services to customers even though that
may mean lowering their revenue
through the sale of electricity. They
will also describe their strategy to
implement these programs for their
customers and challenges faced while
implementing these programs. A
broader discussion will also entail the
different products and services that
may be included in a “Connected
Home,” sharing benefits of each of the
product offerings.
• How these utilities plan to continue
to extract business and customer
value from these award winning
Smart Infrastructure projects into
the future and tips/lessons learned
to pass along to utilities planning
similar projects.
Award Winners – A Year
Later
Opt-Out Fees for AMI –
How to Track and Manage
Hedilyn Ago, IT Director, Major
Project Delivery, Orlando Utilities
Commission
JoAnne Fletcher, Assistant General
Manager, Burbank Water & Power
Objectives:
• An overview of the winner’s award
winning smart infrastructure
projects;
• A detailed overview of the benefits
that have been realized since
implementation and since winning
the CS Week Expanding
Excellence Awards;
A panel discussion featuring the CS
Week 2014 Smart Infrastructure
Expanding Excellence Award winners’
projects with a focus on the reasons
the projects were successful; the
lessons learned with each
implementation; and the actions taken
in the last year by each winner to
ensure business and customer value
continues to be created by these
important investments.
Rosemary Scherba, Sr Supv, Customer
Service, Case Management,
Company
Objectives:
• Attendees will hear about the OptOut Program at BG&E;
• Lessons learned from its
implementation of the Opt-Out
program including how it is
handling customer requests and
feedback;
• Learn why BG&E developed an
Opt-Out Fee and how it is tracking
and managing the fee.
Time of Use Program
Implementation
James Reiley, Mgr, Strategy &
Dynamic Pricing, PECO, an
Exelon Company
Objectives:
• Learn how to increase customer
adoption of TOU program;
• IT challenges and issues faced
while implementing TOU program;
• Impact of additional incentives to
encourage participation in utility
sponsored programs.
The presentation will focus on how an
incumbent utility partnered with a
competitive supplier to offer Time of
Use pricing to its customers; the
regulatory mandates and issues that
PECO faced and how they were able
to overcome those issues; the
marketing and creative strategies
adopted by PECO to promote the
program and encourage people to sign
up and the results of the marketing
campaign; the IT challenges faced
while implementing this unique
project and the level of collaboration
that was needed to make it a success.
Preliminary results of the one year
pilot program will be presented along
with lessons learned throughout the
process. Also included are strategies
for utility sponsored programs along
with IT pitfalls and challenges to
watch out for while undertaking a
Time of Use pricing program
implementation.
Using Smart Data Sources
to Help Customers with
“Ways to Save”
Janice Berman, Senior Director,
Pacific Gas and Electric Company
Geoffrey Phillips, Spvr, Energy
Efficiency Product Mgmt,
Eversouce Energy
Objectives:
• Learn how the use of smart data
sources can be transformed to
provide customers with
information on “ways to save” on
their energy bill and assist utilities
in meeting energy efficiency goals;
• Gain insights from utilities that are
utilizing new technologies and
leveraging big data resources to
deliver compelling value to
customers.
In many respects, the provision of
utility services needs to transform so
that consumers can rely on utilities as
one of their trusted energy advisors –
this creates a substantial opportunity
for utilities to enhance satisfaction,
help customers find “ways to save,”
increase loyalty and reduce opt outs
when newer technologies like AMI
are being deployed. Information from
tools like AMI, MDM, Meter Data
Analytics and Unstructured Data from
outside data services can be
extraordinarily powerful and valuable
to consumers – especially in utility
and energy efficiency services. The
panelists will speak to how their
utilities are using new technologies to
offer customers personalized
suggestions and offerings to help them
save on the energy bills and how these
technologies use big data techniques
to leverage data from both internal
systems and external data sources like
real estate, weather, municipal
information and financials.
How Smart is Your Smart
Data Presentment?
Saurabh Bansal, Dir, Innovation &
Business Strategy, NRG Energy
Mark Podorsky, Info Governance Ofc,
Customer Service, Southern
California Edison Company
Emmett Romine, GM, DTE Insight,
DTE Energy
Objectives:
• How utilities can leverage the
interval usage data through their
AMI infrastructure for improving
Customer Engagement;
• What type of programs can utilities
launch to improve customer
satisfaction and encourage
conservation?
• IT and operational challenges
utilities may face while
implementing such programs for
their customers.
The presentation will discuss what
some of the larger utilities are doing to
improve their customer satisfaction
leveraging the interval usage data
obtained through their AMI
infrastructure. A live demo of some of
the web portal and mobile apps will
also be provided. The panel will
discuss tools such as peer compare,
showing disaggregated usage, bill
projections, usage and cost alerts.
Along with the various channels
through which the utilities
communicates this information with
their customers including direct mail,
bill inserts, partnerships, outbound
dialer, texts and e-mails.
Billing
Optimizing the
Escheatment Process
Raquel Solomon, Supervisor,
Customer Billing Svcs, Eversouce
Energy
Objectives:
• Learn how Eversouce Energy
identified a need to reconcile
uncashed customer refund checks
to its CIS;
• Hear how audit risks have been
reduced as a result of automation
and strengthened controls.
Learn about a creative approach to
ensuring unidentified and unmatched
payments don't slip through the
cracks. Hear how audit risks have
been reduced as a result of
automation and strengthened
controls. When dormant property
such as uncashed customer refunds
or unapplied payments are not
properly handled, the subsequent
impacts can be threefold. The
company loses credible (good)
standing with the customer and
public and also positions itself to
incur penalties from the state.
continued next page
19
Billing
continued
To unearth potential pitfalls and
ensure due diligence efforts were
performed, Eversouce Energy took a
360 degree view of its escheatment
process. This presentation will
provide insight into the credit
balance, or customer refund life
cycle and what Eversource Energy
has done to close process gaps.
Impacts of AMI on
Complex Billing
Kevin Goodwin, Manager, Complex
Billing, Duke Energy
Beth White, Mgr, Energy Data Mgmt
Ops, Duke Energy
Objectives:
• Lessons learned on the impact of
implementing an AMI system on
complex billing;
• Best practices for utilities to
exceed customer expectations and
improve customer satisfaction.
Learn how the implementation of
AMI impacts complex billing and
associated systems. Duke Energy has
implemented these systems and will
share lessons learned, best practices,
customer satisfaction results and the
impacts on billing metrics.
20
Designing a Customer
Friendly Bill
Best Practices in High Bill
Reduction
Juli A. Comstock, Mgr, Customer
Systems & Support, Omaha Public
Power District
Jacqueline Robinson, Mgr, Digital
Channel Strategy, DTE Energy
Corporation
Thomas Stevens, Mgr, Billing
Operations, ComEd
Kim Rich, IT Solution Manager,
CenterPoint Energy
Objectives:
• How to identify needed changes to
improve customer satisfaction with
the bill;
• Unique bill presentment case
studies;
• How to measure the success of
changes implemented on the bill.
Learn the potential of the billing
statement in driving customer
satisfaction and how crowdsourcing
and innovative marketing research is a
winning combination. In this segment,
you will hear about how utilities have
targeted each section of the JDPower
survey in the bill redesign, which
areas were influenced in the first
iteration of the design and results to
date. In addition, the session will
explore the various vehicles used to
collect feedback, including
crowdsourcing and online focus
groups as well as how this strategy
lead to an effective end product while
allowing for ease of implementation.
Objectives:
• Shared best practices on reducing
customer calls in regards to high
usage and/or confusion;
• Tools customers can use to
understand their bills and increase
satisfaction;
• Proactive measures taken to reduce
incoming calls.
In this presentation you will learn how
a strategic plan to improve customer
satisfaction was implemented by
proactively reviewing and monitoring
customers’ usage patterns. Learn how
and why reaching out to customers
about potential spikes in usage, high
bills and successful strategies helps
reduce customer calls about high bill
usage while increasing overall
customer satisfaction.
Identifying Lost Revenue
through Analytics &
Comprehensive Business
Process Audit
April Bingham, MPA, Customer
Service Manager, DC Water &
Sewer Authority
Chirag Shah, Director, Data
Analytics, Vertex Business Services
Objectives:
• Understand drivers of lost revenue
at water utilities;
• Review a holistic approach to lost
revenue analysis;
• Discuss critical success factors and
toolkit to finding and recovering
lost revenue.
Non-revenue water is a huge issue for
water utilities around the world. It
represents a mix of not only leaks in
the distribution system, but leaks of
data and information from challenges
with meter reading and billing, and/or
theft from illegal connections.
Potential for lost revenue was
identified using CIS, AMR and GIS
system reconciliation, billing and
adjustments process audit, account as
well as meter lifecycle review and
analytical techniques such as anomaly
identification, peer to peer analysis,
etc. Recommendations provided an
action plan to address identified gaps
and reduce revenue impacts that could
lead to a rate increase.
Successful Paperless
Billing Strategies
Maxine Jones, Mgr, Customer
Business Solutions, Dominion
Virginia Power
Sherie Wutschke, CIS & Billing
Manager, Dakota Electric
Association
Objectives:
• Best practices in promoting
paperless;
• Learn what incentives customers to
go paperless;
• Proven success – companies with
experience.
Moving forward with new paperless
strategies resulting in maximum
uptake. This presentation focuses on
proven successes of those that have
experienced double digit paperless
increases. The panel will share unique
strategies they used to implement the
program. Hear how involving the
organization helps drive interest and
how creative marketing techniques
assist with customer communications
and providing a targeted message.
Learn how these companies are
rewarding or incenting and managing
this goal.
which allow digital experiences to be
customized to different audiences,
including residential and business
customers, key accounts,
municipalities, media and more.
Attendees will walk away
understanding the need to prepare a
proper organizational structure,
content strategy, corporate governance
and transformational roadmap for
their organization.
Customer Engagement
Transforming the Call
Center – Qualitative Focus,
Quantitative Results
Development of an
Organization Wide Digital
Strategy
Walter Stefy, Process Owner,
Customer Experience, Pepco
Holdings, Inc.
Jeff McPherson, Director, Client
Development, SilverTech, Inc.
Objectives:
• Understand how to structure an
organization wide multi channel
digital strategy project;
• Recognize core considerations on
sitemap and wireframe
development during content
strategy;
• Manage self service, outage
preparation/restoration and
communications more effectively
online.
Set the stage for your organization to
improve self service functionality and
offer all embracing customer
communications. They will discuss
deconstructing a utility’s interaction
with its customers and the important
role it plays in persona development,
Fred Daum, Director, Customer
Contact & Billing, PSEG Long
Island
Objectives:
• Examples of initiatives and
programs utilities can implement to
help change the culture and drive
performance in the Call Center;
• Operational and IT outcomes,
results and challenges faced when
implementing new programs,
systems and more;
• Employee engagement and
communication strategies to help
drive performance.
PSEG Long Island has embarked on
an aggressive transformation of their
call center which has resulted in
significant improvement in customer
and employee satisfaction. The areas
of significant change include the
implementation of call quality team
and changes in the call quality
monitoring process to include union
participation in the evaluations and
calibration sessions. Technology
changes include the deployment of a
new natural IVR that passes unique
caller information to the customer
service representatives and full
automation of the scorecard and call
evaluation process. These changes and
others have been the driver for
improved after call survey and JD
Power customer satisfaction scores.
Customer Insight Leads to
Customer Intelligence
Gail Allen, Sr Manager, Customer
Intelligence, Kansas City Power &
Light Company
Objectives:
• Find out how to use the back end
of customer segmentation;
• Find out which segments are more
likely to enroll in which programs;
• Will this impact your call
volumes?
KCP&L is using segmentation on the
front end as well as the back end of
the customer experience. The typical
front-end experience can be used for
customer enrollment in our energy
efficiency and demand response
program. Sure, use segmentation to
figure out the segment of customers
that have central air conditioning and
only market to those customer to
enroll in your thermostat program.
But, there is more. You can use
segmentation for your commercial
customers and create marketing
collateral (messaging, pictures and
real life examples) to engage segments
such as health care, industrial and
property management companies.
Now you are talking their language!
We have gone beyond typical frontend to analyzing customer
enrollment after they enroll in a
program. We want to find out which
segments are more likely to enroll in
which programs. What are their
social likes so we can message to
them directly? Another way to use
back-end segmentation is analyzing
the call center volumes. Who are
those repeat customers that like to
call over and over again? What are
their typical call types? What is the
demographic of that customer? Is
there something about that segment
that can be used to proactively
communicate to them about what our
company can offer them and
possibly reduce our call volumes?
Utility Apps & the New
Mobile Customer
Saurabh Bansal, Dir, Innovation &
Business Strategy, NRG Energy
Kim Friebel, Web/Mobile Mgr,
eChannels, ComEd
Walter Stefy, Process Owner,
Customer Experience, Pepco
Holdings, Inc.
Objectives:
• How to leverage the mobile
platform to optimize customer
engagement;
• How to overcome the challenges
that one encounters while
developing a mobile app for the
customers;
• How to integrate with CIS and
other systems while developing a
mobile app.
continued next page
21
Customer Engagement
continued
This panel discussion will focus on
the deployment of three highly
successful Mobile Applications
within the electric utility industry.
The speakers will provide a history
of the application, details of the
applications functionality, along with
a demonstration of the application.
Additionally, the panelist will
provide lessons learned and
improvements that have occurred
post deployment; as well as the
business and customer satisfaction
impacts.
Utilizing Data Analytics to
Drive Widespread
Customer Engagement
David Jacot, Dir, Efficiency
Solutions, Los Angeles
Department of Water & Power
Objectives:
• Demonstrate how energy
consumption data/smart grid data
can be a tool to engage customers
more effectively;
• Show real world examples of how
energy analytics are uncovering
high potential energy savings
opportunities at scale and
improving utility customer
relationships;
• Learn how energy analytics can
expand customer outreach and
segmentation strategies to
improve service.
22
This presentation will provide
practical guidance and
recommendations for engaging
customers through analytics, rather
than simply conceptual frameworks
and ideas. Provide real world
examples of utilizing customer
consumption data to drive new kinds
of dialogue and engagement with
customers across business types, sizes
and geographies. By harnessing the
power of data analytics, utilities can
begin a dialogue with customers to
offer them specific insights into how
they are using energy in both their
homes and businesses and build
applications that help customers make
more informed choices about how
they are using energy and spending
money. It also helps utilities to
redefine the relationship they have
with their customer, moving from a
silent provider of kilowatt hours to a
trusted advisor of energy products and
services.
The Social Community
Tracy Kirk, Manager, Customer
Technology, PSE&G New Jersey
Objectives:
• Understand the outlay of resources
needed to support an electronic
emergency response of this
magnitude;
• Reflect on lessons learned from the
development and refinement of the
communication strategy for outage
management;
• Share modifications made since
the super storm and planned
expansion/changes anticipated for
the future
PSEG’s agile customer engagement
strategy opened the door to social
media and developed into a twitter
following that surpassed customer and
company expectations. Hear how the
ready response to Super Storm Sandy
developed into an award winning
communication strategy according to
J.D. Power & Associates.
Pursuing Customer
Preference in Excellence
Renee Castillo, Sr Dir, Power
Customer Services, Salt River
Project
Erwin Furukawa, Principal and
Founder, EF Strategy & Planning
Group
Objectives:
• Understand the evolving utility
industry and its impact to
customers, review vulnerabilities
and opportunities that arise and
garner insights into the
transformation needed to keep
utilities relevant;
• Provide lessons learned into
building a “customer centric”
strategy and an operating model
that balances key areas of the
business: ROI, Strategic Alliances,
Human Capital and customer
needs;
• Discuss the criticality of growing a
culture for employees to succeed
during an evolving period.
Learn how Salt River Project, the
number one utility in JD Power
customer satisfaction for 15 years,
approaches the changing marketplace
by reinventing the way they work with
their business and government
customers. This session will give an
overview of how they built a durable
segmentation and service plan with
the help of EF Strategy & Planning
Group. You will learn how SRP
balances cost-to-serve/ROI, customer
needs and the use of third parties and
strategic relationships. A fundamental
part of the transformation is the
investment in SRP’s employees.
Human Capital is critical in creating a
winning and competitive business
model.
Transforming the Customer
Self-Service Experience
Jill Doucett, Dir, Customer Relations,
NB Power Holding Corp
Peter Longo, Manager, eChannels,
PECO, an Exelon Company
Jennifer Treece, Management Analyst,
Objectives:
• Discover how expanded payment
options can increase adoption of
your website including one-time,
recurring enrollment, scheduled
and interfacing to AMI for
automatic reconnections;
• Hear lessons learned on focus
groups, change management and
transitioning customers between
websites and introducing the new
website to residential and
commercial customers;
• Learn how property managers are
adopting automated tools and
reducing costs and calls to the
contact center.
Increasingly utilities are looking for
ways to engage and empower
customers with easy to use selfservice tools and access to
information. Websites are an
important tool to support these goals.
This session will share how a variety
of new options including payment
options, program enrollment and
communication preference channels
and messages can be provided to
customers. The project used an agile
methodology and the presentation will
include information on sprint
activities, timelines and incorporation
of AMI and other business and system
requirements. Information will be
provided on customer engagement to
identify improvements, engage in
design sessions and ideas on the
utilities website roll out. This
presentation will provide the first year
metrics, targets and status for this
website replacement project
completed in early 2014.
Water Focus
Making the Case for
Automated Metering
Solutions
David Mason, Senior Applications
Developer, Las Vegas Valley Water
District
Objectives:
• Yes! You can implement two AMR
systems side-by-side! Discover
how Las Vegas did it in this
workshop;
• Learn how to track and predict
AMR lifespans to gain read
efficiency while reducing truck
rolls;
• Hear how Las Vegas’ AMR project
was developed and has grown to
produce positive results.
customers are serviced using
automated metering solutions.
Consistent with the organizational
strategy to lead innovation and
optimize resources for exceptional
customer service, LVVWD has
effectively implemented a blend of
fixed and drive-by network solutions
to address the different terrain and
extreme weather conditions within its
jurisdiction. Gaining read efficiency
and laying the foundation for
expanding AMI are just the beginning.
LVVWD has been able to mark
significant improvements in service to
its customers, which translates to a
hearty bottom line. Hear how this
project was developed and grown to
produce great service results.
Award Winners – A Year
Later
Identifying Lost Revenue
Through Analytics &
Comprehensive Business
Process Audit
JoAnne Fletcher, Assistant General
Manager, Burbank Water & Power
Hedilyn Ago, IT Director, Major
Project Delivery, Orlando Utilities
Commission
April Bingham, Customer Service
Manager, DC Water & Sewer
Authority
Chirag Shah, Director, Data
Analytics, Vertex Business
Services
Objectives:
• An overview of the winner’s award
winning smart infrastructure
projects;
• A detailed overview of the benefits
that have been realized since
implementation and since winning
the CS Week Expanding
Excellence Awards;
• How these utilities plan to continue
to extract business and customer
value from these award winning
Smart Infrastructure projects into
the future and tips/lessons learned
to pass along to utilities planning
similar projects
A panel discussion featuring the CS
Week 2014 Smart Infrastructure
Expanding Excellence Award Winners’
projects with a focus on the reasons
the projects were successful; the
lessons learned with each
implementation; and the actions taken
in the last year by each winner to
ensure business and customer value
continues to be created by these
important investments.
Objectives:
• Understand drivers of lost
revenue at water utilities;
• Review a holistic approach to lost
revenue analysis;
• Discuss critical success factors
and toolkit to finding and
recovering lost revenue.
Non revenue water is a huge issue for
water utilities around the world. It
represents a mix of not only leaks in
the distribution system, but leaks of
data and information from challenges
with meter reading and billing, as
well as theft from illegal connections.
Potential for lost revenue was
identified using CIS, AMR and GIS
system reconciliation, billing and
adjustments process audit, account as
well as meter lifecycle review and
analytical techniques such as
anomaly identification, peer to peer
analysis, etc. Recommendations
provided an action plan to address
identified gaps and reduce revenue
impacts that could lead to a rate
increase.
continued next page
23
Water Focus
continued
Utilizing Data Analytics to
Drive Widespread
Customer Engagement
David Jacot, Dir, Efficiency
Solutions, Los Angeles
Department of Water & Power
Objectives:
• Demonstrate how energy
consumption data/smart grid data
can be a tool to engage customers
more effectively;
• Show real world examples of how
energy analytics are uncovering
high potential energy savings
opportunities at scale and
improving utility customer
relationships;
• Learn how energy analytics can
expand customer outreach and
segmentation strategies to
improve service.
This presentation will provide
practical guidance and
recommendations for engaging
customers through analytics, rather
than simply conceptual frameworks
and ideas. Provide real world
examples of utilizing customer
consumption data to drive new kinds
of dialogue and engagement with
customers across business types,
sizes, geographies. By harnessing the
power of data analytics, utilities can
begin a dialogue with customers to
offer them specific insights into how
they are using energy in both their
homes and businesses, and build
24
applications that help customers make
more informed choices about how they
are using energy and spending money.
It also helps utilities to redefine the
relationship they have with their
customer, moving from a silent
provider of kilowatt hours to a trusted
advisor of energy products and
services.
Objectives:
recurring enrollment, scheduled,
contact center.
customers with easy to use self-service
tools and access to information.
Websites are an important tool to
support these goals. This session will
share how a variety of new options
including payment options, program
enrollment, and communication
preference channels and messages can
be provided to customers. The project
used an agile methodology and the
presentation will include information
on sprint activities, timelines and
incorporation of AMI and other
business and system requirements.
Information will be provided on
customer engagement to identify
improvements, engage in design
sessions, and ideas on the utilities
website roll out. This presentation will
provide the first year metrics, targets
and status for this website replacement
project completed in early 2014.
align to meet this preferred channel.
The consumer's expectation is very
high and supporting the mobile
payments is a non-trivial endeavor,
requiring mobile adoption and
technology expertise. Arlington Water
Utilities and Intuit together will
discuss strategies for addressing
mobile consumers and Arlington’s
decisions for its mobile payment
investments.
Your Customers are
Mobile; Are You Ready?
Objectives:
• Understand how to increase cash
flow using predictive analytics;
• Understand the concept of
predictive analytics in the billing
and collection sphere;
• Gain insight into MSD’s additional
use of predictive analytics to hone
its customer outreach and
awareness
Laurie Foreman, Customer Services
Manager, City of Arlington, Water
Utilities
Steve Schultz, COO, Check, an Intuit
Company
Objectives:
• Why mobile payments are
important;
• What do today's consumers expect
from mobile experiences?
• What are utilities' strategic options
to support mobile payments?
Mobile devices consume over 50% of
the consumer's digital time, according
to ComScore. The consumer's shift to
mobile requires utilities to update their
approach to mobile payments and
Analytics to Increase
Collections
Janice Zimmerman, Dir, Finance /
CFO, Metropolitan St. Louis Sewer
District
Big Data has shifted the analytical
paradigm of forecasting key aspects of
a utility’s business. Merging Big Data
with historical information has
evolved into predicting what
customers want, how and when,
allowing utilities to influence customer
behavior to achieve strategic
outcomes. The Metropolitan St. Louis
Sewer District (MSD) is proving the
concept by using Big Data to move
customer service into the future and
maintain a solid financial position. The
workshop discusses MSD’s Big Data
successes with the deployment of
multi-channel communications,
understanding generational change,
supporting a AA+ rating for $1.7
billion in bonds and increasing cash
flow from billed services.
Collections without
Disconnects
Penny Tootle, Manager, Customer
Care, Las Vegas Valley Water
District
Objectives:
• Developing a strategy within the
context of your resources;
• Innovative collection strategies,
costs and outcomes;
• Where PCI and TCPA fits into the
landscape of collection strategy.
Learn how to increase field
involvement and reduce disconnect
volume, despite incredible
economically challenged community.
Hear about business process, reengineering, regulatory influence and
bottom line results.
Developing the Evolving
Field Workforce
Sheila Pressley, Director, Customer
Revenue Services, JEA
James Greenwell, General Supervisor
of Gas & Water Service
Technicians, City of Richmond
Dept of Public Utilities
Objectives:
• Transitions as your workforce
retires;
• Identify the training and
certification elements;
• Identify the benefits to the
technician, customer and company.
In this session hear how two utilities
are dealing with various field
workforce issues. JEA will discuss the
greying workforce. Increasing
percentages of the field workforce is
eligible for retirement. JEA will
discuss their plans to continue great
customer service in the field while
transitioning to a new workforce. The
City of Richmond will share ways to
handle workforce turnover, employee
need for advancement and growth and
the utilities desire to improve customer
service. This utility developed a
succession plan and training
certification elements that are creating
positive change.
Best Practices in CIS
Implementation – Small
Utility
Denise Kruger, SVP, Regulated
Utilities, Golden State Water
Company
Laura Evans, Customer Service
Manager, Padre Dam Municipal
Water District
Objectives:
• Considerations for selecting a CIS
product and implementation
partners;
• Key project management practices
for CIS implementation;
• How to adapt new, best practice
business processes through the CIS
implementation process.
The Evolving IVR Value
Proposition
Herb Firsching, Int Dir, Customer
Ops, Gainesville Regional
Utilities
William Clayton, VP, Customer Care
Operations, Reliant Energy, Inc.
Customer usage of Interactive Voice
Units is on the decline. Yet IVRs
remain an important channel,
particularly for utilities, to ensure
support during emergencies. These
utilities will share their approach to
continued use of IVR, areas of
investment and points of integration
with other technologies.
Organizational Change
Management: One Size
Implementing a new CIS is a challenge Does Not Fit All
from picking the right product and
partners, to maintaining customer
satisfaction and smooth daily
operations during implementation, to
leveraging the new system to improve
business processes. This panel
includes a variety of utilities
illustrating how they successfully
tackled the challenge. Panelists will
address multiple perspectives
including selection strategy, project
management, change management,
conversion activities and business
process improvement.
Laura Butler, Director, Business
Solutions, Central Hudson Gas &
Electric Corp.
Objectives:
• Assess the impacts and risks of
change related to change within
organizations;
• Devise strategies, approaches, and
plans to manage and lead change;
• Measure the effectiveness of
change efforts.
A panel discussion of utilities of
different sizes, services, and markets
present their approaches to change
management.
continued next page
25
Water Focus
continued
While there are many methods and
tools which can be used in change
management, each organization is
unique and requires a tailored
approach to change management. The
presentation will include lessons
learned from past change initiatives –
what each utility would and would
not do again.
Aligning Business Vision
with IT Strategy
Stacey Aukamp, Principal
Consultant, Westin Engineering,
Inc
Karl Craig, Sr Systems Analyst, City
of Tampa, Water Department
Objectives:
• How to build a smart IT plan to
align/support the business vision;
• Develop a consultative
relationship between IT and
internal customers
• Current industry trends in Water,
Wastewater, and Solid Waste
(Device Management).
The City of Tampa Water Department
published a Strategic Plan in 2012
with the following vision: "We will
be renowned for high quality water
and the outstanding manner in which
customers are served through
successful implementation of the
Strategic Plan." The Technology and
Infrastructure (T&I) Department at
the City has aligned their own plan
such that it provides a roadmap fully
26
supporting that vision. The focus areas
of the plan include sound financial and
economic planning, quality customer
service, and partnerships with other
entities that foster economic growth.
This presentation discusses the
integrated customer systems' origin in
a technology master plan, how the new
T&I plan actively supports the
businesses at the City, and the positive
results that are being achieved from
this approach.
Payments
Results with Payment
Arrangements/Plans
Sherri Bell, Mgr, Customer Relations,
Vectren Utilities Holdings
Jawana Gutierrez, VP, Customer Care
Services, Austin Energy
Objectives:
• Learn about the variety of payment
agreement options offered to
customers;
• Understand drivers used to set
payment agreement policy;
• Learn about successful payment
agreement strategies.
Panel sharing what they do with down
payments, other ideas suggested were
maximum number allowed per year,
restrictions if agreement not kept, etc.
Discussion on various approaches,
drivers and results.
Customer Behavior
Evolution and Mobile
Payment App Adoption
Rick Huff, SVP, Sales & Marketing,
KUBRA
Melissa Josey-White, Chief, Customer
Care Center, HRSD
Objectives:
• PCI compliant card payments
without bearing the associated
burdens;
• How to transition in-office bill pay
customers into self service mobile
phone and web payers;
• How to deliver exceptional
customer service across a variety
of integrated payment channels.
Corporate utility offices continue to
suffer from congested volumes of
walk in bill pay traffic, and many of
these consumers are demanding the
option to pay by credit or debit card.
Hear how Indianapolis Power & Light
organically reshaped the behavior of
their walk up bill pay customers to
accelerate the adoption of mobile and
web payments among the
technologically adverse. The
deployment of a PCI compliant bill
payment solution easily offers the
demanded card payment processing,
while following the methodology
necessary to strategically shift the
payment behavior of consumers by
demonstrating how customer
satisfaction increases.
Going Mobile Was a Snap
for LG&E
Jean Ann Pfisterer, Mgr, Retail
Business Systems, Strategy &
Learning, LG&E and KU Energy
Jerry Portocalis, Senior Vice
President, Paymentus
Objectives:
• Learn how to move beyond
“strategy and planning” to deploy
a well-integrated mobile
experience
• Discover best practices in mobile
bill-pay automation and customer
usability;
• Experience leading-edge
technology such as text payments,
responsive web, integrated
messaging, mobile bill presentment
and secure PDF payments.
Learn how LG&E was able to launch
a highly-effective mobile customer
billing, payment and communication
feature set that fit perfectly into their
existing customer engagement
programs. Hear about LG&E’s
internal goals for customer service
automation and mobile technology
and the steps they took to quickly “go
live” with a robust mobile experience
to engage their customers. What were
their best practice considerations –
features, costs, technology?
Prepay Utility Models
Michelle Delka, Dir, Smart Grid
Business Solut, Westar Energy
Sharyl Whitmire, Online Services
Manager, Cowlitz County PUD #1
Karen Hutson, Dir, Training &
Support, Exceleron Software, LLC
Objectives:
• Gaining approvals from Public
Utilities Commission;
• Lessons Learned from
implementation and integration;
• Customer perception of a prepay
program and touch points for
promotion.
Two utilities will provide their stories
on their implementation of prepay
pilot programs. While each went
about their rollouts differently, both
utilities will be able to provide lessons
learned, how their customers have
reacted to the new program offered
and how their programs were
marketed to the consumers. Westar
will talk about their special website
and mobile app, while Cowlitz will
include discussion on vendor
comparisons.
Your Customers Are
Mobile; Are You Ready?
Canadian Focus
Laurie Foreman, Customer Services
Manager, City of Arlington, Water
Utilities
Steve Schultz, COO, Check, an Intuit
Company
Your Smart Meters are
Deployed - Now What?
Objectives:
• Why mobile payments are
important;
• What do today's consumers expect
from mobile experiences?
• What are utilities' strategic options
to support mobile payments?
Mobile devices consume over 50% of
the consumer's digital time, according
to ComScore. The consumer's shift to
mobile requires utilities to update their
approach to mobile payments and
align to meet this preferred channel.
The consumer's expectation is very
high and supporting the mobile
payments is a non-trivial endeavor,
requiring mobile adoption and
technology expertise. Arlington Water
Utilities and Intuit together will
discuss strategies for addressing
mobile consumers and Arlington’s
decisions for its mobile payment
investments.
David McKendry, Director, Customer
Service, Hydro Ottawa Limited
Objectives:
• Explore how Hydro Ottawa has
successfully leveraged their smart
meter deployment along with other
enabling technologies to provide
increased customer choice,
convenience and control;
• Understand the benefits to
customers and the utility.
Objectives:
recurring enrollment, scheduled
contact center.
customers with easy to use selfservice tools and access to
information. Websites are an
important tool to support these goals.
This session will share how a variety
of new options including payment
options, program enrollment and
communication preference channels
and messages can be provided to
customers. The project used an agile
methodology and the presentation
will include information on sprint
activities, timelines and
incorporation of AMI and other
business and system requirements.
Information will be provided on
customer engagement to identify
improvements, engage in design
sessions and ideas on the utilities’
website roll out. This presentation
will provide the first year metrics,
targets and status for this website
replacement project completed in
early 2014.
continued next page
27
Canadian Focus
Credit & Collections
continued
A Personalized Method to
Increase Energy
Assistance eBusiness
Collections Strategies to
Reduce Net Write-offs
Mel Osmond, Dir, Credit, Collections
& Meter Reading, Newfoundland
Power, Inc.
Objectives:
• Present successful collection
techniques to peers;
• Share various collection
initiatives that will generate more
action items for attendees;
• Provide information on
insolvency process from a
Canadian perspective.
The presenter will provide
information on their collection
process at Newfoundland Power Inc.
enabling them to only have .15%/
.16% of net write-off/revenue since
2009. His presentation will outline
their Residential & Commercial
collection process which includes the
responsibilities of their field services
representatives and their external
collection agencies; monitoring of
their collection process and the
reports used; service application
process resulting in write-off
collections and their decision not to
ask for Residential security deposits.
He will discuss their moratorium
process, programs with local
government, IVR/Web transactions
and handling of bankruptcies,
receiverships and repossessions.
28
LeRoy Adkins, Energy Assistance
Outreach, Dominion VA/NC Power
Objectives:
• Identifying the catalyst – one
process can be the trigger;
• Change Management – how to shift
the mindset of the masses;
• Customizing training for a variety
of agency types.
Dominion’s Energy Assistance team
has made Agency Web Access (AWA)
the preferred method for their 1,600+
authorized assistance agencies to
conduct the business of obtaining
monetary assistance for Dominion’s
vulnerable customer population. The
team took an underutilized online tool
and transformed it into a flexible and
efficient self service method. A key
component to this strategic initiative
was the development of an effective
communication plan that when
simultaneously executed with key
initiatives would ensure a successful
transition to AWA. We have also
provided substantial benefits to our
internal business partners and
customers by building agency
relationships, improving processes and
upgrading AWA.
Analytics to Increase
Collections
Janice Zimmerman, Dir, Finance /
CFO, Metropolitan St. Louis Sewer
District
Objectives:
• Understand how to increase cash
flow using predictive analytics;
• Understand the concept of
predictive analytics in the billing
and collection sphere;
• Gain insight into MSD’s additional
use of predictive analytics to hone
its customer outreach and
awareness.
Big Data has shifted the analytical
paradigm of forecasting key aspects of
a utility’s business. Merging Big Data
with historical information has
evolved into predicting what
customers want, how and when,
allowing utilities to influence
customer behavior to achieve strategic
outcomes. The Metropolitan St. Louis
Sewer District (MSD) is proving the
concept by using Big Data to move
customer service into the future and
maintain a solid financial position.
The workshop discusses MSD’s Big
Data successes with the deployment of
multi-channel communications,
understanding generational change,
supporting a AA+ rating for $1.7
billion in bonds and increasing cash
flow from billed services.
Collections Strategies to
Reduce Net Write-offs
Mel Osmond, Dir, Credit, Collections
& Meter Reading, Newfoundland
Power, Inc.
Objectives:
• Present successful collection
techniques to peers;
• Share various collection initiatives
that will generate more action
items for attendees;
• Provide information on insolvency
process from a Canadian
perspective.
The presenter will provide
information on their collection process
at Newfoundland Power Inc. enabling
them to only have .15% to .16% of net
write-off/revenue since 2009. His
presentation will outline their
residential and commercial collection
process which includes the
responsibilities of their field services
representatives and their external
collection agencies; monitoring of
their collection process and the reports
used; service application process
resulting in write-off collections and
their decision not to ask for residential
security deposits. He will discuss their
moratorium process; programs with
local government; IVR/Web
transactions and handling of
bankruptcies, receiverships and
repossessions.
Outsmarting Theft with
Smart Meters
Paige Chatwood, APS
Objectives:
• Establish a network among
regional utilities to promptly detect
theft;
• Using smart meter data and alerts
to identify diversion quickly;
• Collaborative approaches to
reducing diversion.
Southwest regional utilities have
established a network that enables
them to notify other service providers
when energy theft is detected.
Meetings held periodically allow them
to collaborate on solutions to prevent
theft and leverage smart meter data to
respond quickly.
Strategies for Debt
Forgiveness Programs
Sharon Eberman, Dir, Customer
Experience Operations, Eversouce
Energy
Objectives:
• Learn how to establish a debt
forgiveness program;
• Discover tools to maintain the
program;
• Establish metrics to quantify the
results of existing program.
Learn how to create, implement and
maintain an effective and successful
debt forgiveness program, including
reviewing data that illustrates the
positive results and outcomes.
Fighting Identity Theft:
Understanding How to Be
Compliant with the New
Red Flag Rules
Objectives:
• Understand the fundamentals of
the new FTC Red Flag Rules;
• Learn how to properly develop and
implement a written identity theft
prevention program;
• Get first-hand insights from
industry leaders on how these new
Red Flag Rules effect utility dayto-day operations.
Identity theft not only effects more
than an estimated 9 million people
every year, but it also impacts utilities
that are left with unpaid bills and debt
collection responsibilities. The new
FTC Red Flag Rules address
consumer security by requiring
utilities and small businesses to
develop and implement a written
identity theft program. These
programs are meant to protect the
utility against these scam artists by
defining the “red flags” of identity
theft that occur in their day-to-day
operations and provide measures to
prevent the crime and mitigate the
damage to both their customer and the
utility. To provide real-world context,
this session will incorporate lessons
learned by industry leaders in
information system data security. The
principles covered will be clearly
applicable to any utility, helping them
fully understand their requirements
under the new FTC rules and what
they can do to stay compliant with the
additional regulations.
Collections without
Disconnects
Penny Tootle, Manager, Customer
Care, Las Vegas Valley Water
District
Objectives:
• Developing a strategy within the
context of your resources;
• Innovative collection strategies,
costs and outcomes;
• Where PCI and TCPA fit into the
landscape of collection strategy.
Learn how to increase field
involvement and reduce disconnect
volume, despite incredible
economically challenged community.
Hear about business process, reengineering, regulatory influence and
bottom line results.
Using Behavioral Analytics
to Develop Credit Models
Objectives:
• How models can be used for credit
scoring;
• How behavioral models can be
used for theft, credit risk;
• Policies can be determined and
built into customer care scripts.
extensions and deposit rules based
on these models. These policies/
models are shared with the customer
care organization so that call center
has the ability to work with
customers based on the current
policies in place. The policies are
also built into the customer care
scripts. Hear how to monitor and
tweak based on your analytics.
Enterprise Performance
Management for Field
Service Crews
Rocky D. King, Sr. Engineer,
Georgia Power Company
Objectives:
• How companies are using EPM
to improve field worker
productivity;
• Discuss the challenges of
establishing quantifiable metrics;
• How these metrics can be used to
improve training programs for
your crews.
Enterprise performance management
is critical to the success of improving
field worker efficiency and
effectiveness. Learn how to adopt
EPM to gain insight in how to
accomplish more without increasing
the workforce.
Learn how the models are used for
credit scoring, defining credit risk and
setting policies for payment
continued next page
29
continued
Improving Customer
Service Through Outbound
Communications
Taking Payments in the
Field
Pamela Wheat, Director, Customer
Contact Operations, Oncor
Patrick Dunn, Mgr, Special Field
Operations, Baltimore Gas &
Electric Company
Objectives:
• Hear how companies are using
outbound call technology to
improve their customer
relationship;
• Discuss situations meriting
outbound calling;
• Learn the benefits each utility is
receiving.
Objectives:
• Hear about the challenges,
benefits and impacts of taking
payments in the field;
• Two company approaches to
meeting this expectation;
• What you need to know before
implementing these capabilities.
PUC required payments in the field
but utilities didn’t want to go back to
accepting cash so hear how utilities
have added mobile apps for field
payments. Hear about challenges,
benefits and how this has changed
payment processing for these
utilities.
Hear how companies are using
outbound calling to reduce missed
appointments and reduce truck rolls.
Hear how Kansas is empowering field
staff as they plan their schedules to
meet customer appointments and how
Oncor has eliminated sending field
staff out to leave door hangers when
they are coordinating a planned
outage.
Find out the benefits in reducing costs
and the added benefits to field and call
center areas. This panel will share
what they are doing and their specific
benefits.
Best Practices in Field
Safety
Developing the Evolving
Field Workforce
Glenda Barton, Sr Dir, Learning &
Chief Safety Officer, SaskPower
Patrick Dunn, Mgr, Special Field
Operations, Baltimore Gas &
Electric Company
Objectives:
• Transitions as your workforce
retires;
• Identify the training and
certification elements;
• Identify the benefits to the
technician, customer and company.
Objectives:
• Hear how companies are
improving their field safety and
their total recordable incident rate;
• Learn how these safety programs
address issues with changing
weather, culture and changing
workforce;
• Bring back ideas for improving
your safety programs.
Safety is one of our largest concerns.
Many utilities have made tremendous
strides on safety related activities and
are still continually challenged with
weather, new hires and cultural
aspects that present challenges. Join
this panel to hear from two utilities on
how they are making improvements.
Hear how these utilities have
undertaken initiatives to improve the
safety of their field staff. This
workshop will include their strategies
and results.
In this session hear how two utilities
are dealing with various field
workforce issues. Jacksonville
Electric will discuss the greying
workforce as increasing percentages
of the field workforce are eligible for
retirement. Jacksonville will discuss
their plans to continue great customer
service in the field while transitioning
to a new workforce. The City of
Richmond will share ways to handle
workforce turnover, employee need
for advancement and growth and the
utility’s desire to improve customer
service. This utility developed a
succession plan and training
certification elements that are creating
positive change.
Achieving 100%
Appointment Schedules
Objectives:
• Managing appointment windows;
• Making sure you have the crews
available;
• Scheduling and routing system
allows you to adhere to and meet
the appointment windows.
WE Energies has achieved a 100%
adherence to scheduled appointments
30
to meet customer expectations. Hear
about their strategy to improve service
level in this area and how they
achieved that goal.
Impact of Meter
Accessibility
Jeffery Bolls, Manager, Southern
California Edison Company
Michael Kelly, Manager, Collection
Operations, PSE&G
Objectives:
• Hear about the various meter
accessibility issues;
• Learn about the procedures and
policies companies are implementing to handle inaccessible meters;
• How utilities are balancing the
customer needs and the utility’s
needs.
Strategies &
Management
Evolving Hiring and Staff
Development Strategies
Lawrence Womack, Director, HR
Operations, Oncor Electric
Delivery
Objectives:
• Approaches to new recruitment
techniques;
• Hiring to build a bench for future
needs;
• New programs for leadership,
mentoring and staff development.
A variety of HR challenges and
opportunities exist for today’s utilities.
In this session Oncor will share their
strategies for hiring, retaining and
training employees for the 21st
century utility. The traditional
concepts of entry level positions are
changing as the complexity of the
utility technology continues to evolve
at a fast pace. Oncor will also discuss
their new programs for leadership,
mentoring and staff development.
Are You Ready for Digital
Utility Business?
Zarko Sumic, VP, Distinguished
Analyst, Gartner, Inc.
Objectives:
• What drives utilities toward
information centricity;
• How access to information enables
emergence of digital business in
the utility sector;
• What should utilities do to get
ready for digital business?
Utilities are being forced into a period
of disruptive change caused by the
drive for a more sustainable energy
future, emergence of nexus of IT
forces and the proliferation of the
Internet of Things. Blurring of the
digital and physical worlds and
convergence of people, business and
things, challenges existing business
models and creates new revenue
opportunities. In the utility sector,
where the core business of supplying
energy to a "passive" consumer has
been virtually unchallenged for almost
a century, digital business will play a
key role as an enabler of energyprovisioning transformation and
empowerment of consumers. In the
digital business era, utilities should
learn how to better leverage
information flow from multiple
technology domains, including IT,
operations technology (OT) and
consumer technology (CT). To
succeed, utilities must shift their
focus from being cloud providers of
commodity services, to becoming
information utilities capable of
delivering compelling digital
business moments.
Rethinking Customer Care
for Our Connected World
Todd Arnold, Managing Principal,
Smart Customer Insights, LLC
Objectives:
• How digital connectivity is
redefining customers’
requirements for customer
experience excellence and
disrupting utility customer
service models;
• How competition for the
customer relationship is making
you irrelevant if you’re not
engaging too;
• The new prerequisites for service
excellence in a digital world.
Todd Arnold, author of the soon-tobe-released book “Rethinking Utility
Customer Care: Satisfying Your
Always-Connected, Always-On
Customers” will discuss how
ubiquitous digital communication is
transforming customers’ expectations
and its implications for utility
customer service leaders.
continued next page
31
Strategies &
Management
continued
Best Practices in CIS
Implementation – Small
Utility
Laura Evans, Customer Service
Manager, Padre Dam Municipal
Water District
Denise L. Kruger, SVP, Regulated
Utilities, Golden State Water
Company
Objectives:
• Considerations for selecting a
CIS product and implementation
partners;
• Key project management
practices for CIS implementation;
• How to adapt new, best practice
business processes through the
CIS implementation process.
Implementing a new CIS is a
challenge from picking the right
product and partners, to maintaining
customer satisfaction and smooth
daily operations during
implementation, to leveraging the
new system to improve business
processes. This panel includes a
variety of utilities illustrating how
they successfully tackled the
challenge. Panelists will address
multiple perspectives including
selection strategy, project
management, change management,
conversion activities and business
process improvement.
32
The Evolving IVR Value
Proposition
William Clayton, VP, Customer Care
Operations, Reliant Energy, Inc.
Herb Firsching, Int Dir, Customer
Ops, Gainesville Regional Utilities
Customer usage of Interactive Voice
Units is on the decline. Yet IVRs
remain an important channel,
particularly for utilities, to ensure
support during emergencies. These
utilities will share their approach to
continued use of IVR, areas of
investment and points of integration
with other technologies.
Strategies for Building Data
Analytics Capabilities
Eileen Brannon, Dir, Performance
Mgmt, Oncor
Joe Cunningham, Mgr, Mkt & Cust
Analytics, Duke Energy
Objectives:
• Staffing for data analytics;
• Technology options and
approaches;
• Organizational home for analytics:
standalone or integrated in
operational groups?
Utilities are using a variety of
approaches to build data analytics
capabilities within their organizations.
Two utilities share their approaches to
talent acquisition, technology
implementation and leveraging
outside services for creating and
expanding data analytics practices.
Getting Business Value
from Customer
Engagement
Organizational Change
Management: One Size
Does Not Fit All
Chet Geschickter, Research Director,
Energy & Utility, Gartner, Inc.
Laura Butler, Director, Business
Solutions, Central Hudson Gas &
Electric Corp.
Objectives:
• Understand a framework for
defining utility customer
engagement that you can apply to
your organization;
• Identify success metrics and key
performance indicators for
customer engagement;
• Establish a portfolio of
technologies for cultivating and
leveraging customer engagement.
Much of the industry dialog about
customer engagement is either
narrowly focused on individual
features and channels – such as outage
reporting apps for smart phones, or
broad and unfocused without a clear
description of the business objectives
and purpose for customer
engagement. In this presentation, you
will learn how customer engagement
ties to broader utility organization
business objectives and receive
specific guidance on how to measure
performance in customer engagement
to gauge business contribution. You
will also learn about technologies for
building an enterprise infrastructure to
support and continuously improve
customer engagement.
Objectives:
• Assess the impacts and risks of
change related to change within
organizations;
• Devise strategies, approaches and
plans to manage and lead change;
• Measure the effectiveness of
change efforts.
A panel discussion of utilities of
different sizes, services and markets
present their approaches to change
management.
While there are many methods and
tools which can be used in change
management, each organization is
unique and requires a tailored
approach to change management. The
presentation will include lessons
learned from past change initiatives –
what each utility would and would not
do again.
Aligning Business Vision
with IT Strategy
Karl Craig, Sr Systems Analyst, City
of Tampa, Water Department
Stacey Aukamp, Principal Consultant,
Westin Engineering, Inc
Objectives:
• How to build a smart IT plan to
align/support the business vision;
• Develop a consultative relationship
between IT and internal customers
• Current industry trends in Water,
Wastewater and Solid Waste
(Device Management).
The City of Tampa Water Department
published a Strategic Plan in 2012
with the following vision: “We will be
renowned for high quality water and
the outstanding manner in which
customers are served through
successful implementation of the
Strategic Plan.” The Technology and
Infrastructure (T&I) Department at the
City has aligned their own plan such
that it provides a roadmap fully
supporting that vision. The focus areas
of the plan include sound financial
and economic planning, quality
customer service and partnerships
with other entities that foster
economic growth. This presentation
discusses the integrated customer
system’s origin in a technology master
plan, how the new T&I plan actively
supports the businesses at the City and
the positive results that are being
achieved from this approach.
Exhibitor Showcases
Identifying & Achieving the
Benefits of Your CIS
Investment
Todd Weisrock, Advisor, Power &
Utilities Customer Operations,
PwC
Objectives:
• Provide insights into how to
identify a comprehensive set of
potential CIS / Customer
Transformation benefits that align
with corporate and customer
operations strategies;
•
•
Describe the steps required to align
project and operational activities
and people to maximize the
realization of benefits;
Discuss the continuous
improvement cycle and creating
the capabilities and culture
necessary to optimize the
outcomes of your CIS / Customer
Transformation investments.
Identifying business benefits that a
CIS project can deliver and achieving
buy-in from stakeholders is a
significant challenge. Once benefits
are identified and included in your
business case, having the focus and
structured approach in place to align
your project teams and workforce to
achieve them can be even more
difficult. This workshop provides
insights into how to effectively
identify and deliver benefits by
treating your CIS replacement as a
Customer Transformation initiative,
rather than a technology project. It
will also cover how to get the most
out of your investment, over time.
Making the Most of Your
Data with Analytics
Jeffrey Owen, Senior Product
Manager, Itron, Inc.
Objectives:
• Discover how analytics can
improve your customer service
support;
• Learn how analytics can help your
customers answer their own
questions about gas and water
usage;
• Understand how analytics can
provide actionable intelligence to
improve utility operations and
asset management.
This workshop is targeted at gas and
water utilities that want to use their
AMR or AMI systems to do more than
simply create bills for their customer.
The Itron Analytics tool provides an
operational database for consumption
and meter event data. This interface
offers visualization and reporting tools
with easy data access, analytics and
actionable intelligence to improve
customer service responsiveness,
utility operations and asset
management.
Smart Customer Mobile
(SCM®) - GenX Intelligent
Customer Engagement
Solution
Lance Brown, VP, Customer Service,
Objective:
• To ensure the elevated return on
investment for the billions of
dollars invested by the utilities in
Advanced Technologies like Smart
Grid, AMI etc. through Smart
Customer Mobile (SCM®).
Rising customer demands, changing
utilities business model and constant
regulatory pressure has forced the
utilities to refine their customer
engagement strategies. This workshop
defines how SCM® delivers ample
benefits to utilities and its customers
and outlines the current and future
digital customer strategy and
engagement functional areas to drive
utilities’ saving, efficiency and
satisfaction. Smart Utility Services
analyzes these customer digital
engagement requirements and offers
smart customer mobile utility
residential and commercial
customers, professionals and
customer service representatives.
SCM® is a proven industry leading
#1 turnkey solution for Customer
Engagement that promotes demand
response, energy efficiency and is
coupled with our customer analytics
platform that predicts customer
behavior, provides administrative
reports and effective user
management.
The Modern CIS:
Accelerating Excellence
Bill Devereaux, VP, Industry
Strategy, Oracle Utilities
Objectives:
• Discuss new approaches to major
technology upgrades such as
Customer Information Systems;
• Explore how utilities can
implement systems quicker, at a
lower cost and with less risk;
• Identify ways to get more value
out of your system investments to
address changing market needs.
The utilities industry is transforming
rapidly. Facing constant pressure
from market forces and evolving
consumer expectations, utility
leaders have recognized the need to
address the pace of change by
adapting business processes and
supporting new technologies.
continued next page
33
Exhibitor Showcases
continued
Meeting this challenge successfully
will require a commitment to rapid
innovation and the technology to
support it.
Building Customer
Relationships That
Generate New Revenue
Caroline Winn, VP, Customer
Services & CPO, San Diego Gas
& Electric
Justin Segall, President & Founder,
Simple Energy
Objectives:
• Learn best practices for
successfully delivering
meaningful experiences to
customers through digital
engagement programs;
• Learn how taking customer
engagement programs beyond
data display can transform the
utility;
• Learn why building mutually
beneficial customer relationships
can open the potential for new
revenue through additional
offerings.
Discuss why utility companies
should take a page from the
playbook of industries that have
leveraged customer relationships to
change their business model. We will
34
look at how utilities are using
engagement programs to build
mutually beneficial relationships with
their customers today and why this is
the key to tomorrow’s success. We
will also explore how even in a highly
regulated business environment
utilities can build customer
relationships that open opportunities
for revenue growth.
Customer Analytics:
Discover the Value
Excellence Awards
Kim Gaddy, Vice President, Utility
Analytics Institute, a division of
Energy Central
Bob Geneczko, Vice President,
Customer Analytics, Utility
Analytics Institute and retired Vice
President - Customer Services, PPL
Electric Utilities
Innovation in Customer
Service
Incentivize Customers to
Implement Energy Saving
Recommendations
Objectives:
• Review the customer operations
and customer engagement
challenges faced by utilities
• Discover how customer analytics
can address these challenges and
deliver business value
• Explore the ingredients necessary
for customer analytics success
Vikram Shivashankar, Sr Manager Consulting, Cognizant Business
Consulting
Objectives:
• Discuss strategy to build a
personalized customer engagement
model for customers using
multiple energy audits to motivate
them to understand and implement
energy saving actions;
• Discuss the approach of how
utilities should view all customer
actions that build customer
journeys through audits and
education.
Utilities face daunting challenges –
and many involve the utility customer.
There is pressure for utility customer
operations to become more efficient
and effective. Customer and regulator
expectations about what constitutes
customer service excellence are
changing. Increased participation is
needed in customer programs to
reduce operational costs and to achieve
energy efficiency and peak load
reduction targets. This session will
examine how utilities are applying
customer analytics to address these
customer-related challenges and
generate business value.
Award winners from one large and
small utility will present an overview
of their successful innovative
approach to improving customer
service in the meter-to-cash
Customer Experience Lifecycle.
Best CIS Implementation
of their highly successful CIS project
implemented during 2014-2015 that
enhanced their customer information
systems, benefitting both customers
and the utility.
Best Mobility
Implementation
of their innovative approach to
improving customer service in the
meter-to-cash Customer Experience
Lifecycle when mobility was applied
to meet customer needs.
Best Smart Infrastructure
Project
Awards winners from one large and
one small utility will present an
overview of their successfully
completed pilot or large-scale
implementation during 2014 or 2015
that optimized AMI/MDM or related
technologies.
CS Week Registration
Because education is the best investment a utility can make…
Register 4,
Pay for 3 Package
Attendee Registration for this package is available for utility employees only. Registration under this special package is
available for a limited time only and must be made by phone. Please contact Julie Shankles, Registration Manager at
jshankles@csweek.org, (903) 893-3214 or direct at (903) 821-8631 during office hours. Monday through Friday, 8:00
a.m. - 5:00 p.m. CST.
Thank You 2015 Sponsors
Sincere appreciation is extended to all Sponsors supporting CS Week through their investment of time, energy and resources...
Oracle Utilities - Hotel Room Keys
Oracle Utilities - Escalators - Exclusive in CC
Oracle Utilities - eNews
Oracle Utilities - CS Week Splash
Oracle Utilities - Window Clings
VertexOne - Executive Perspectives Video
VertexOne - CS Week Splash
Itron, Inc. - Bags
SAP - Conference Website
SAP Americas - Attendee Orientation
Opower - Wednesday Co-Networking Bar
Opower - Customer Engagement Workshop Track
Tendril - Thursday Luncheon
Tendril - Registration Counters
Tendril - Notepads
Cognizant - Welcome Reception
Cognizant - Street Level Wi-Fi
EY - Badges & Lanyards
EY - Thursday Ballroom Level Wi-Fi
Microsoft - Wednesday Continental Breakfast
Microsoft - Water Receptacles
Microsoft - Key Account Forum Advocate
Simple Energy - Tuesday Success Stories Webinar Series
Simple Energy - Winter Newsline
Smart Utility Systems - Cyber Café in Exhibit Hall
TMG Consulting - CS Week Splash
TMG Consulting - Exhibit Hall Aisle Signage
TMG Consulting - Registration Confirmation
Wipro - On-Site Guide
Wipro - Exhibitor Catalog
Wipro - Wednesday Ballroom Level Wi-Fi
Metrix Matrix, Inc. - Official Survey Sponsor
Comverge - Spring Newsline
Ferranti Computer Systems NV - Wednesday Luncheon
iFactor - Charging Stations
Usablenet - Thursday Continental Breakfast
Milestone Utility Services, Inc. - Attendee Directory
Origin Consulting, LLC - Exhibit Hall Lounge
Black & Veatch Corporation - Wednesday Co-Networking Bar
Broadridge Financial Solutions - Wednesday Co-Networking Bar
Diamond Concepts - Wednesday Co-Networking Bar
KUBRA - Pens
Allconnect - Window Clings
Meridian Integration, LLC - Wednesday Refreshment Breaks
Castel - Conference Room
Desert Sky Group - Strategies and Management Workshop Track
Hansen Technologies - Information Desk
Itineris - Door Hanger
Level One - Payments Workshop Track
LexisNexis - Credit & Collections Workshop Track
Lucidity Consulting Group - Green and Clean Hand Sanitizer Stations
Nexant Inc. - Billing Workshop Track
35
Thank You Sponsors
Platinum
Gold
Silver
HOST UTILITY SPONSOR:
IBM, the IBM logo and ibm.com are trademarks of the International Business Machines Corp., registered in many jurisdictions worldwide.
36
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TO REGISTER:
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ON-SITE REGISTRATION HOURS
Sunday, April 26 ................................................................................ 9:00 am - 5:00 pm
Monday, April 27 ................................................................................ 7:00 am - 5:00 pm
Tuesday, April 28 ............................................................................... 7:00 am - 6:00 pm
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UTILITY | EXHIBITOR
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April 28 - May 1, 2015
Register 4
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EARLY
(Now - 03/02/15)
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The full registration fee includes admission to the breakfasts and keynote speakers’ presentations, Exhibit Hall luncheons, CS Week
Conference workshops and all social and networking functions including, but not limited to, Exhibit Hall receptions and the perennial
favorite – the CS Week Special Event. For three and a half days, you will be surrounded by hundreds of utility professionals looking to
take 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.
Details on pa
$199US* Attending CS Week Conference and CS Week College
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April 27, 2015
April 26-28, 2015
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*Discounted College registration fee if you register for CS Week College in addition to Conference 39 (see fees above).
311 Synergy Group registration is $199. Billing & Payments, Credit and Collections, Customer Engagement, Field Services, Legacy CIS
and Smart Infrastructure Synergy Group registration is $125. Hansen Banner CIS, Oracle Utilities, SAP and Systems & Software Synergy
Group registration is complimentary. Synergy Group registration for utility and governmental attendees only (with the exception of Smart
Infrastructure). Admittance to session is subject to presenter approval. The 311 CS Week Synergy Group is scheduled for April 26-28,
2015.
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
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37
CS Week Exhibit Hall Is Your Daily Destination
The CS Week Exhibit Hall is so much more than a top industry assemblage of leading utility exhibitors and sponsors. For hours every day it is also
“Networking Central” – your destination for most of the networking events of the week. All the Conference 39 lunches are in the CS Week Exhibit
Hall as are the afternoon receptions. Take advantage of the private demonstrations Wednesday and Thursday that you set up with exhibitors and
sponsors of interest to you and your utility.
Tuesday, April 28
Wednesday, April 29
Thursday, April 30
Exhibit Hall Hours
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Welcome Reception
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4:00 - 6:00 pm
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12:30 - 1:30 pm
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1:00 - 6:00 pm
4:30 - 6:30 pm
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Sponsored by:
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4:30 - 5:30 pm
2015’s Splashy Vehicle Giveaway
“Get Your Motor Running” won’t be just a song from Thursday
night at NASCAR Hall of Fame if yours is the name called Friday
morning at the conclusion of the General Session. All the completed
car drawing entries take a final turn in the hopper before one card is
pulled. Hope you’re the lucky winner driving home in a 2015 Mazda
MX-5 Miata. Good luck!
38
Exhibitors
AAC Utility Partners
Accelerated Innovations
Allconnect
Allied Global
Allison Payment Systems, LLC
Black & Veatch Corporation
Broadridge Financial Solutions, Inc.
Bull City Financial Solutions, Inc.
Cash Cycle Solutions, Inc.
Castel
Central Service Association
Centric Consulting
Citi
Cognizant
Comverge
Consultancy by Kingfisher, Inc.
Continental Utility Solutions Inc (CUSI)
Creditron
CS Week
Data Migrators
Diamond Concepts and Consulting
DST Customer Communications
EGS - Expert Global Solutions
Energy Central
Exceleron Software, LLC
EY
Ferranti Computer Systems NV
Fidelity Express
Fiserv
GC Services
Hansen Technologies
Harris Utilities
High Cotton
HomeServe USA
IBM
iFactor
InsightAtlast, LLC
Invoice Cloud, Inc.
Itineris NA. Inc.
Itron, Inc.
KUBRA
Level One
LexisNexis Risk Solutions
Lucidity Consulting Group
Meridian Integration, LLC
Metrix Matrix, Inc.
Microsoft
Milestone Utility Services, Inc.
Millennium Consulting LLC
Mosaic
Nexant
ONLINE Utility Exchange
Opower
Oracle Utilities
Origin Consulting, LLC
OSG Billing Services
Pace Public Pay
Payment Service Network, Inc.
Paymentus
PaymentVision
PayNearMe, Inc.
Performance Technology Partners, LLC
PlanetEcosystems, Inc.
Point & Pay
PPLSolutions
Professional Recovery Consultants, Inc.
Public Utilities Fortnightly
PwC
RCH
RouteSmart Technologies, Inc.
SAP Americas
SilverBlaze Solutions Inc.
Simple Energy
Split Rock Consulting, Inc.
SunGard Public Sector
Tendril
TIO Networks
TMG Consulting
Utilitec
Utility Solutions Partners
Usablenet
Verint Systems, Inc.
VertexOne
Voice Products, Inc.
Western Union® Payments
Wipro Ltd
Media Sponsors and Affiliates:
IBM, the IBM logo and ibm.com are trademarks of the International Business Machines Corp., registered in many jurisdictions worldwide.
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39
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PAID
CS Week
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www.csweek.org
PRINT MEDIA PARTNER:
CS Week announces the 2015 Expanding Excellence Awards, designed to recognize and salute excellence in utility
customer service. The roster of previous winners is marked with innovation, diligence and the teamwork to create
significant improvement within your utility.
Team members from each of the 2015 winning utilities, both large and small, will pair up to conduct workshops on their
winning projects 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.

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