Setting the Standards of Excellence Higher - CS FormsIn fact, almost everyone you’ll meet at CS...

http://www.csweek.org

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CS Week Programsponsored by:

Rod LitkeCEO

CS Week

Rod LitkeCEOCS Week

Setting the Standards of Excellence HigherCustomer engagement, CRM, cus-tomer service – whatever you call it –your relationship with your customershas been at the top of everyone’s listthis past year. Severe weather disrup-tions impacted the delivery of servicesin many parts of the nation. Regulatorshave taken an even greater interest inyour overall relationships with yourcustomers. What’s a utility to do?

As a utility-focused, utility-drivenorganization, CS Week offers a uniqueopportunity for attendees, exhibitorsand industry leaders to meet together,share together and learn across mul-tiple educational venues where every-thing is new, current and valuable tothese different groups.

As the demand for superior educationhas grown, attendees at CS Week 2015and Conference 39 will benefit fromchanges within our organization –some new faces to enhance ourservices to attendees as well as famil-iar faces – Todd Arnold and MarkWyatt, both former industry leaders,who are enriching content and sub-stance in a way that had been unreach-able until now.

Your survey responses last year in SanAntonio identified so much potentialfor growth, fresh perspectives andenhanced content across the entireweek’s educational events that ourBoard, Executive Advisory Panel andPlanning Committee have workeddeliberately to set this year’s standardfor content even higher and to con-tinue to expand learning throughoutthe year.

One harbinger of this year’s interestwithin the industry has been thestrongest response ever to the Expand-ing Excellence Awards Call-for-Presentations. The excellence ofsubmissions increases each year asutility teams collaborate and innovateto better serve their customers. Theseprestigious awards are the highlight ofthe opening General Session, settinghigh standards for the entire week. Weare honored to have Lynn Good, CEOof Duke Energy as keynote speaker forthe opening day of Conference 39.

The Exhibit Hall in the CharlotteConvention Center will be a lively hubthroughout the week – providing adynamic setting for this year’s exhibi-

tors and sponsors to interact withattendees. I highly recommend theprivate demonstrations on Wednesdayand Thursday mornings as the bestway to spend focused time learningabout new products and services –especially if you are gathering infor-mation prior to new projects. Confer-ence lunches and receptions are allheld in the Exhibit Hall, adding toyour opportunities to examine newproducts and services – as well asgetting stamps from the car sponsorsfor Friday’s drawing of a 2015 MazdaMX-5 Miata.

Set your alarm early for Thursdaymorning’s keynote speaker – ShawnAchor - a world-respected expert in“happiness.”

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Conference 39 - Top Education Choices When You Need Them MostWelcome to Conference 39 and theinformation-packed workshops, top-rated utility speakers, networkingand product and services informa-tion that you expect.

Change has become such an integralpart of running utilities and servingthe needs of our customers that mostof us welcome targeted, utilityspecific, affordable educationopportunities.

For 39 years, CS Week has been theeducational partner that utilitiescount on for the top-quality trainingthat new technologies, improve-ments and change demand. Work-shop speakers are working utilityprofessionals willing to share theirtime and talent with their peers.

Conference 39 reflects the advancedtechnological components ofdelivering energy or water to ourcustomers, but the focus in 2015 isclearly on the relationship betweenthe customer and utility – thesharing of information, maximizingcommunication, understanding andefficiency for both customer andutility. Savings, too.

This shift of focus, one of the manychanges throughout the electric, gasand water utilities, presents utilitieswith new options and new conversa-tions on the delivery of energy or

who is actually producing it. The moreour top leaders, managers and supervi-sors understand these changing de-mands and opportunities to interact, thestronger and more resilient our utilitiesbecome.

This year’s rich content also reflects thewillingness of top managers andindustry leaders to share their time andtalent, not only as speakers but alsosharing their perspectives and askingquestions themselves.

This holds true in the Exhibit Hall aswell. Whether this is your first confer-ence or tenth, the exhibitors are atrusted source of answers to yourtechnical questions and a rich resourcefor solutions. They are keenly aware ofthe challenges you face and welcomeyour questions.

In fact, almost everyone you’ll meet atCS Week has made the decision that itdoesn’t benefit their utility to attend ameeting with paid speakers and pre-pared scripts in a fancy hotel. We workin the real world and that’s how wewant our educational opportunities, too.

For your utilities and mine, our goal isto provide utility management andsupervisors with educational opportuni-ties that strengthen and enhance notonly their business but, first andforemost, their customer relationships.

Attendee orientation Tuesday afternoonis time well spent as a couple hundredfirst-time attendees get a bird’s eyeview of how to maximize their time atConference 39, how to use the On-SiteGuide to choose workshops, network-ing opportunities, meals – even how toget your card stamped in the ExhibitHall to win a 2015 MX-5 Miata.

We also have fun at Conference, so letme encourage you to attend Thursdayevening’s Special Event at theNASCAR Hall of Fame. Whetheryou’re already a fan or not, this eveningis planned for everyone to enjoy heavyhors d’oeuvres, cold beverages, hun-dreds of new friends as well as thevideos, displays and lively simulatedraces. It’s only a little more than a twoblock walk from the Convention Centerfor this unique evening of fun.

I look forward to meeting you atConference 39 and welcoming you tothis powerhouse we call CS Week.

Retha HunsickerVP, Customer Contact OperationsDuke Energy2015 Conference Chair

Retha HunsickerVP, Customer

Contact OperationsDuke Energy

2015 Conference Chair

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Monday, April 27Your Aging CIS, What’s Nextand How to Move Forward

Complex System Implementations:Realizing the Benefits after Go-Live

Going Digital: Your Customers Expect It...But Are You Delivering?

Leadership Lessons from Lewis & Clark

Leadership Strategies forEffective Change Management

Applying Mobility to Your Customer Service

Please visit www.csweek.org for final agenda.

Monday, April 27Registration7:00 am - 8:30 am

Breakfast7:30 am - 8:15 am

Welcome Message8:15 am - 8:30 am

Improving OperationsThrough ConnectedTechnologies8:30 am - 9:30 am

Resetting Regulations 9:30 am - 10:30 am

Providing Customers CrackerJack Moments10:45 am - 12:00 pm

Executive Luncheon12:00 pm - 1:00 pm

Continued Quest forExcellence1:00 pm - 2:00 pm

Managing the DG Explosion2:00 pm - 3:00 pm

Leveraging Data to ExtractValue3:30 pm - 4:45 pm

Closing Message 4:45 pm - 5:00 pm

Networking Social &Cocktails6:30 pm - 7:00 pm

Executive Summit Dinner -Mint Museum Uptown7:00 pm - 9:00 pm

Sunday, April 26 - Tuesday, April 28

OracleSynergy Group

Tuesday 8:00 am - 3:30 pm

SAPSynergy Group

Monday 8:00 am - 5:00 pm

Tuesday, April 28Registration7:00 am - 8:30 am

Breakfast7:30 am - 8:15 am

Welcome Message8:15 am - 8:30 am

Mobile Strategies for EnhancingCustomer Service 8:30 am - 9:30 am

Envision Charlotte9:30 am - 10:30 am

Vision 2020: Future CustomerService 10:45 am - 12:00 pm

Executive Luncheon12:00 pm - 1:00 pm

Voice of the Customer Trends 1:00 pm - 2:00 pm

Preparing for a ConnectedWorld2:00 pm - 3:15 pm

Closing Message3:15 pm - 3:30 pm

Legacy CISSynergy Group


Customer EngagementSynergy Group


Credit and CollectionsSynergy Group


Billing & PaymentsSynergy Group


311 Synergy GroupSunday 10:00 am - 5:15 pmMonday 8:00 am - 5:00 pmTuesday 8:30 am - 4:00 pm

Smart InfrastructureSynergy Group


a CS Week Educational Venue

TM

Tuesday, April 28Wednesday, April 29

Top of Mind Issues

CRM Tools, What Is the State of the Art?What Is Next?

Customer Satisfaction,Measurement to Success

Large Military Customersand the Renewable Mandate

Disruptive Technologies, a Discussionabout the Changing Business

Design of Key Account FunctionsAcross Multiple Companies

National Account Perspective

Key Account Expectationsfor the Next 10 Years

What Makes a Good Key Account Manager?

Creating Special Solutionsfor Special Customers

Round Tables on Hot Topics

Field ServicesSynergy Group


Systems & SoftwareSynergy Group


Hansen Banner CISSynergy Group


http://www.csweek.org/web/Synergy

http://www.csweek.org/web/College

http://www.csweek.org/web/KeyAccountForum

http://www.csweek.org/web/Summit

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Sunday, April 26RegistrationSponsored by: Tendril9:00 am - 5:00 pm

Monday, April 27RegistrationSponsored by: Tendril7:00 am - 5:00 pm

Tuesday, April 28

RegistrationSponsored by: Tendril7:00 am - 6:00 pm

Exhibit Hall Hours1:00 pm - 6:00 pm

Attendee OrientationSponsored by: SAP Americas3:15 pm - 3:45 pm

Welcome ReceptionSponsored by: Cognizant4:00 pm - 6:00 pm

Women in UtilitiesElite Sponsor: AAC Utility PartnersCo-sponsored by: SAP Americas6:00 pm - 7:00 pm

Private Events7:30 pm

Preliminary schedule subject to change.

Wednesday, April 29Continental Breakfast7:15 am - 8:00 amSponsored by: Microsoft

RegistrationSponsored by: Tendril8:00 am - 11:45 am

General Session Welcome& Keynote SpeakerSponsored by: Opower8:00 am - 8:45 am

Expanding Excellence AwardsAnnouncements8:45 am - 9:15 am

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

Session 1 Workshops9:30 am - 10:30 am

Refreshment BreakSponsored by: Meridian Integration, LLC10:30 am


Exhibit Hall Hours11:00 am - 6:30 pm

Exhibit Hall LuncheonSponsored by:Ferranti Computer Systems NV12:30 pm - 1:30 pm

Session 3 Workshops1:45 pm - 2:45 pm

Refreshment BreakSponsored by: Meridian Integration, LLC2:45 pm


Networking Reception4:30 pm - 6:30 pm

Canadian Networking Reception4:30 pm - 5:30 pm

Private Events6:30 pm

Thursday, April 30Continental Breakfast7:15 am - 8:00 amSponsored by: Usablenet

General Session & Keynote SpeakerSponsored by: IBM8:00 am - 9:00 am

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


CS Week Research10:00 am - 2:00 pm

Refreshment Break10:15 am



Exhibit Hall LuncheonSponsored by: Tendril11:45 am - 12:30 pm

Dessert & Coffee Reception1:30 pm - 2:30 pm


Refreshment Break3:30 pm


NASCAR Hall of Fame Special EventSponsored by: Harris Utilities7:00 pm - 10:00 pm

Friday, May 1Continental Breakfast7:15 am - 8:00 am


Refreshment Break9:15 am - 9:30 am

Closing General Session9:30 am - 10:30 am

Special Announcements10:30 am

Vehicle Giveaway10:30 am

http://www.csweek.org/web/Conference

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Todd Arnold*Retired from Duke Energy

Saurabh BansalNRG Energy

Diane ColeyPiedmont Natural Gas

Company, Inc.

Tom CunninghamDuke Energy

Sue Daulton*Tacoma Public Utilities

Summit Advisory Panel

Planning Committee

Todd ArnoldRetired from Duke Energy

Marilyn CaselliConsolidated Edison Co of New

York, Inc.

Stacy DerstineAPS

Carol DodsonBaltimore Gas & Electric

Dana DrysdaleSan Jose Water Company

Greg DunlapPSE&G

Daniel EichhornPSEG Long Island

Joseph ForlinePSE&G

Laurie GiammonaPacific Gas and Electric

Company

Michael GuytonOncor

Gary HayesCenterPoint Energy

Aundrea JacksonTECO Energy

Frank JiruskaPECO

Byron KnibbsOrlando Utilities Commission

Tanis KozakDirect Energy Residential

Gayle LanierDuke Energy

Mike LoweSalt River Project

Alisa MannLas Vegas Valley Water District

David McKendryHydro Ottawa Limited

Penni McLean-ConnerEversource Energy

Kerry OvertonAustin Energy

Hallie ReesePepco Holdings, Inc., Delmarva

Power & Light, Atlantic CityElectric

Joe TrentacostaSouthern Maryland Electric

Cooperative

Brian WoodyPiedmont Natural Gas Company

Mark WyattRetired from Duke Energy

Fred DaumPSEG - Long Island

Jessica HobbickAPS

Uschi HoppingFortisBC

Keith JenningsEnergen Corporation

Ann KellyCanadian Electricity Association

Jacqueline KirwinEversource Energy

Tim LangWe Energies

Mary Ann MartinezXcel Energy, Inc.

Penni McLean-Conner*Eversource Energy

Kerry Overton*Austin Energy

Andrea Pelt-Thornton*Florida Power & Light Company

Rosemary ScherbaBaltimore Gas & Electric

Company

Lois StarkKansas City Power & Light

Company

David TomlinsonDuke Energy

Penny TootleLas Vegas Valley Water District

Dan TunnicliffSouthern California Edison

Company

Pamela WheatOncor Electric Delivery

Donna Williams-OrmondCity of Richmond

Mark Wyatt*Retired from Duke Energy

Darren YatesONE Gas

Rod Litke*CS Week

Jerry Duvall*CS Week

John SildCS Week

*Board member

Executive Advisory PanelTodd Arnold*Retired from Duke Energy

Jon BrockDesert Sky Group

Rob CalvoSmart Utility Systems

Rich CharlesErnst & Young

Jim CurtinPwC

Rick CutterAAC Utility Partners

Sue Daulton*Tacoma Public Works

Neel GulharOpower

Teresa HansenElectric Light & Power

Mark HirscheyErnst & Young

Tony JohnsonIBM

Brad LangleyTendril

Chris LewisHarris SmartWorks

Penni McLean-Conner*Eversource Energy

Andrea Pelt-Thornton*Florida Power & Light

Peter SanburnItron

Karl SowaSimple Energy

Guerry WatersOracle

Glenna WilliamsVertex Business Services

Jerry Duvall*CS Week

Rod Litke*CS Week

*Board member

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Monday, April 27

CS Week Colleges are for utility and governmental employees only.

Your Aging CIS, What’s Next and How to Move ForwardJim Anderson, Manager of Technology Assessment & Selection Services, AACEdwin Crow, Managing Partner, AACRick Cutter, Managing Partner, AACDenise Kruger, Senior Vice President, Regulated Utilities, Golden State Water CoSteve Wenke, Managing Partner, AAC

Many utilities are coming to the realization that their Customer Information System (CIS) is near theend 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 customerexperience. This course will discuss a methodology to Assess, Procure and build a business case thatsupports your decisions. Presenting CIS project examples as well as case studies associated withtypical issues related to these types of projects. Risk mitigation strategies will also be discussed toassist your project implementation in being successful.

Complex System Implementations: Realizing the Benefits afterGo-LiveAlec O’Brien, Vice President, TMG Consulting Inc.

When implementing complex enterprise-wide systems, a primary business goal is to establishoperational efficiencies and ultimately achieve a return on your investment. As we have found timeand again, however, the best systems in the world do not operate on their own – you must ensure yourorganization and your people are prepared to support the new systems after go-live.

Most system implementations require modifying business processes and policies, as well as changingthe organizational structure and support model of the business. Training, communications andknowledge transfer are common methods used to aid you down the path of preparing and supportingusers in their daily operations, but how often do these efforts hit the mark?

Going Digital: Your Customers Expect It…But Are YouDelivering?Brian Hurst, Executive Director, EY Power & UtilitiesTimothy Stafford, Senior Manager, EY Power & UtilitiesTing 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 ofDreams 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 alreadyfocusing on how they could aggressively shift from high cost-to-serve channels to robust onlinecapabilities. 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 thosecustomer expectations that have been shaped by other industries. It’s no longer acceptable to just keepthe gas or water flowing and the lights on – you need a digital strategy that effectively engagescustomers.

Delivering an effective multi-channel digital strategy requires a deliberate and comprehensiveapproach. It starts with understanding the voice of the customer, assessing how those expectations are

being delivered today across the channels and effectively determining which experiences (e.g., startservice) are best suited for each unique channel (e.g. mobile vs. web). A variety of activities arerequired to enhance the current state including determining the right technology platforms,establishing the right governance roles between departments (e.g., Marketing, Corp Communica-tions, 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 front-end 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 lifeexamples from other utilities and, more importantly, other industries facing similar objectives.

Leadership Lessons from Lewis & ClarkDave 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. Theywere tasked with building and leading a team that would face numerous challenges. The team had tosolve many unforeseen problems, navigate countless cultural dilemmas and most importantly,deliver results. Their successful mission laid the groundwork for westward expansion of the UnitedStates, 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 taskedyou with building a team and delivering results. It will be your responsibility to prepare yourself andyour team for the challenges ahead- challenges involving relationships, performance and vision. Youare charged with tackling whatever problems you encounter, while maintaining the highest ethicalstandards. Are you up for what lies ahead?

Designed for new leaders or leaders with new challenges, this leadership overview, presented in aunique perspective, parallels the participant’s journey with that of the famous explorers and focuseson eight core leadership skills.

Leadership Strategies for Effective Change ManagementH. Richard Gheisar, Director, PwC

The Customer Information System (CIS) is at the heart of utilities’ operations and is of criticalimportance, 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 endingwith the Go-Live/cutover phase where the old CIS is disabled and the new CIS goes live. This classwill walk you through the leadership strategies necessary for planning and executing a successfulCIS Implementation and Change Management.

Applying Mobility to Your Customer ServiceEric 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 forjust 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 customerengagement specific to mobile solutions. From the establishment of a mobile strategy to theimplementation of multiple mobile solutions, students will learn how to navigate the operational,technical and communication challenges associated with the development of mobile offerings. Thecourse will include discussion and demonstrations of specific mobile solutions such as customerpreferences, notifications, billing, outage reporting and mobile website functionality.

http://www.csweek.org/web/College

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Tuesday, April 28

Women in Utilities has grown exponentially since itsfirst meeting in San Antonio in 2008. This talentedgroup of professional women gather annually, network-ing strategically and reinforcing the valuable intercon-nection of professional women in challenging jobs.

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-and-a-half-day annual meeting in Charlotte, NC. The group grows signifi-cantly year after year because of their proven educational tracks andtheir outstanding networking system. Not technically a utility, 311centers are customer care service centers for cities and municipalities.

Co-Sponsor:

Elite Sponsor:

http://www.csweek.org/web/311

http://www.csweek.org/web/Conference/Activities/Women_in_Utilities/Conference/Women_in_Utilities.aspx

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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 process-specific and product-specific groups.

Hansen is the newest product-specific Synergy Group for 2015.

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

April 28, 2015$125 Registration Fee






April 28, 2015Complimentary Registration




http://www.csweek.org/web/Synergy

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Todd Arnold2015 Summit

Venue Executive

Two thought-provoking days exchanging insights with your peers – IT and customer services executives leading theirutilities 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 youraccess to the relevant information, experience solutions and contacts you seek to ensure effective strategies for yourutility, your employees and your customers.

Improving Operations ThroughConnected TechnologiesSmart meters, distributed automation, sensors, mobileworkforce and consumer devices are creating opportunitiesto change how we work and exceed customer expectations.Hear from these industry leaders on how they areleveraging these connected technologies.

Resetting Regulations Scarce resources, environmental requirements, technologyinnovations and changing customers are challengingtoday’s regulatory model. What changes are utilities,regulators and interveners proposing to enable utilities tocontinue to deliver reliable, affordable, clean and safeproducts in the future?

Providing Customers Cracker JackMomentsBack by popular demand with a twist. Our panel of utilityexecutives will describe their new product and serviceofferings which enhance revenue and/or the customerexperience.

Continued Quest for ExcellenceWhat can you do to proactively engage customers as theindustry evolves? Learn how Salt River Project, thenumber one utility in JD Power customer satisfaction for15 years, approaches the changing marketplace byreinventing the way they work with their business andgovernment customers. In this session you will learn howSRP balances cost-to-serve/ROI, customer needs and theuse of third parties and strategic relationships. Afundamental part of the transformation is the investment inSRP’s employees. Human Capital is critical in creating awinning and competitive business model.

Managing the DG ExplosionThis session explores the best practices in effectivelysupporting the growth of distributed generation from aprocess and policy perspective, including a discussion onrate impacts. Specifically, how are utilities supporting thebilling implications such as virtual net metering; supportingthe DG connection process; and providing customer servicefor DG customers?


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Sponsored by:

Leveraging Data to Extract ValueExecutive Summit sponsors will feature discussions on how the utilityand other industries are leveraging data to enhance the customers’experience. Hear from these solution providers about how data is beingused to increase self-service adoption, promote adoptions of newproducts and services, anticipate customer needs and increasesatisfaction.

Mobile Strategies for Enhancing CustomerService Utility executives share case studies of their mobile offerings tocustomers. Gain the inside knowledge of how these utilities designed,built and launched their mobile applications. Understand the results theyare experiencing and the customer feedback.

Envision CharlotteEnvision Charlotte is a non-profit organization formed through a public-private partnership that is committed to delivering a business model thatwill enable Charlotte to be the most sustainable urban community in thecountry. The organization is focused on delivering enabling capabilitiesaround 4 main pillars – energy, water, waste and air. This session will bea panel discussion where members of the public-private partnership willprovide their perspective on the value of collaboration and the keysuccess metrics required to deliver sustainable results.

Vision 2020: Future Customer Service A provocative session featuring both a video and panel to explore utilitycustomer service in the future. This session will include the Utility CustomerResearch Consortium’s Customer Service Vision 2020 video focused on thefuture interactions of bill pay, outage management, low income assistance, solarand customer usage in 2020. Utility executive sponsors of the video will sharehow they plan to use the video to enhance communication with regulators,employees, executives and other stakeholders. The video is being produced forits utility sponsors by Outside the Frame, an award winning productioncompany in NYC.

Voice of the Customer Trends What are the best practices in today’s multi-channel world to listen and learnfrom the customer and bring that customer voice to leadership and to the frontline? Beyond just mining customer complaint data, today there are newsolutions such as crowdsourcing, online customer panels, speech analytics,journey mapping and customer mystery shopping. This executive panelexplores their use and success with these latest tools.

Preparing for a Connected WorldThis session explores emerging connectivity trends and product introductionsthat have the potential to impact or alter the customer’s experience andexpectations. The panel will address the IT infrastructure investment strategiesthat a utility should be exploring and deploying.



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General Sessions

Wednesday, April 29

Expanding ExcellenceAward-Winning Utilities HonoredThe announcement of the 2015 Expanding ExcellenceAward-winning utilities sets a high standard for theworkshops, events and educational groups throughoutthe day. New for 2015 is the recognition of finalists aswell as category winners. A series of brief videos willintroduce the eight winning utilities, both large andsmall, in the categories of Best Smart InfrastructureProject, Best CIS Implementation, Innovation inCustomer Service and Best Mobility Implementation.

Wednesday, April 29

Lynn GoodCEO, Duke Energy

CS Week is honored to welcome LynnGood as keynote speaker for the openingday of Conference 39 in her beautiful cityof Charlotte. As president and chiefexecutive officer of Duke Energy, she hasfaced a number of hurdles during her firstyear in the job. She is keenly focused onthe long term vision of a company thatoperates in a number of states whileremaining committed to the long-term

Sponsored by:

vision of the company as a leader in renewable energy and provider of safe,reliable, affordable electric service to their customers.

Thursday, April 30

Shawn AchorCEO, Good Think, Inc.

A man known around the world as one ofthe leading experts on happiness and itsrelationship to success will open your eyesin a new way as Thursday’s keynotespeaker.

Shawn Achor has lectured or researched inmore than 50 countries around the world.He shares his message as well as listeningwhether he’s at St. Jude’s Hospital ortalking to school children in South Africa or farmers in Zimbabwe. He workedwith the U.S. Department of Health to promote happiness. He teaches at theWharton School of Business as well as collaborating with Yale and ColumbiaUniversity.

Friday, May 1

Leadership Is More Than a TitleOften leadership is defined in the context of a title: manager, supervisor,project leader. Delivering superior results in today’s dynamic businessenvironment does not follow a traditional organization chart. Allemployees have significant leadership roles in developing innovativesolutions, taking risks at the right moment, getting things done in anoperating emergency, bringing the project in on time and on budget.

This executive panel will discuss: traits of good leaders; how to be aneffective leader in today’s matrix, dynamic organizations; how theyidentify and mentor future leaders; and personal lessons learned whenthey had to lead without a title.

Sponsored by:

http://www.csweek.org/web/Conference/General_Sessions.aspx

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Networking2015 Special Event Like No Other: NASCAR Hall of FameThursday evening, April 30, 7:00-10:00 pm

Sponsored by:

Imagine one of Charlotte’s prime destinations totally reserved for CS Week‘s Special Event. You won’thave to imagine for long when the NASCAR Hall of Fame opens the doors to only CS Week partici-pants. The three-story Hall of Fame is packed with race cars and slanted race tracks, simulators, hugevideo screens and so much more, but the evening has been planned for non-race fans to enjoy it just asmuch. Heavy hors d’oeuvres and cold refreshments will be set up on all three floors with your enjoy-ment 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.

Enjoy Your Stay in Charlotte

The Westin Charlotte Hotel$205 (+ tax)

or Call 866-837-4148Group Code: CWD20A

Hilton Charlotte Center City$202 (+ tax)

or Call 877-667-7213Group Code: CIS15

Additional information and onlinehotel registration is available at www.csweek.org.

Look for the Hotel Accommodations link under the Registration tab.

The Queen City welcomes all CS Week participants to enjoy your stay in thisfascinating city. The CS Week hotels – the Westin Charlotte Hotel and theHilton Charlotte Center City – are centrally located close to stores,restaurants, museums and entertainment venues as well as the NASCAR Hallof Fame. The city is accessible, interesting, full of history and some fun streetart installations. Everyone registering for CS Week 2015 and Conference 39can make hotel reservations during the registration process.

LimitedAvailabilityLimited

Availability

http://www.csweek.org/web/Conference/Activities/Special_Event/Conference/Special_Event.aspx

http://www.csweek.org/web/Online/Registration/Accomodations/Online/Accomodations.aspx

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a CS Week Educational Venue

TM Tuesday, April 28 - Wednesday, April 29

Top of Mind IssuesAttendees are asked to introduce themselves to the group andshare their three top of mind issues. An email was sent toattendees prior to the start of the Key Account Forum to helpthem 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 usevaries significantly across America. The facilitator will discussthe Customer 360 program at DTE and their planned use ofCRM. Their view is to provide a seamless view of the customerregardless of the department. The benefits to Key Accounts willbe significant. Discussion will follow regarding functionality,adoption and use of CRM. Members plan to also discuss theinterface to customers as a part of this session.

Customer Satisfaction, Measurement toSuccessAll Key Account programs are tracking and driving CustomerSAT (CSAT). This session discusses the methods of identifyingkey drivers in CSAT and then developing your marketingstrategy. Participants in this session will focus on internalprograms designed to help utilities develop better CSAT scoresfor Key Accounts. Specific approaches such as customeraccount plans, detailed measurement and follow-up will bediscussed. Interface and dialog with Key Accounts will also bediscussed.

Large Military Customers and theRenewables MandateThe Military is pressing utilities with federal mandates foraggressive schedules to deploy renewable energy. This caninclude service areas that are difficult to accommodate forgeneration back into the system. This session may cover otherlarge customers and specific mandates.

Disruptive Technologies, a Discussionabout the Changing BusinessPete Barsamian, Director, Energy Services Northeast UtilitiesDisruptive technology has been moving to the forefront ofconversations with utilities. Specifically the movement ofdistributed generation, microgrids and at times the inability toproperly manage a grid now affected by customer technologies.This session discusses these technologies and how utilities aredealing with them.

Design of Key Account FunctionsAcross Multiple CompaniesThe design of Key Account organizations varies across thecontinent. This session will discuss the design of organizationswhere the company is run as separate business units. Thisconversation will include separation as gas vs. electric, state tostate, or legacy companies combined into one entity.

National Account PerspectiveHear a panel of large national account’s views on great utilitynational account programs they have experienced – perhapssome less than expected results. This is your chance to ask“what do they want?” or “how are we aligned?”

Key Account Expectations for the Next10 YearsWhat will Key Account customers want and/or expect fromtheir utility in the next 5-10 years that we aren’t providing tothem now? At this juncture, and as "trusted energy advisor”should we be advising and counselling on targets such asrenewables or sustainability goals. Can a utility afford to letother third party’s take the lead on these points?

What Makes a Good Key Account Man-ager?Some significant traits and skillsets separate a good key accountmanager from the rest. Regardless of the key accounts they handlethey must be able to solve problems and communicate effectivelywith customers to provide them with appropriate products and, in theprocess, achieve specific company goals. This session will explore theprofile and skillsets of good key account managers.

Creating Special Solutions for SpecialCustomersWhat are others doing with special rates for extra-large customers orcertain customers that have unique facets such as high load factorrate, custom green rates or requiring a carbon free supply? Somecustomers are asking for other new aspects of their power supply suchas backup power. This can also extend to economic development andattracting new customers to your area.It can be a dilemma, from the customer perspective, they expectcustom solutions, from the regulators perspective they expect nopreferential treatment. APS will lead this discussion as to what theyare doing to provide customized solutions.

Round Tables on Hot TopicsThe final session will be a round table format to cover Hot Topics.The Hot Topics will be finalized by the attendees based upon theconversations of the past two days, plus using input from the firstsession “Top of Mind Issues”. Topics will be limited to the allottedtime by table facilitators. The Steering Committee has suggested sometopics based on their review of session topics.

These might include: Are new technologies causing a shift in how wecommunicate with customers; Asking large customers to advocate forvarious initiatives; Approaches to the Middle Market; Managing thebalance of great customer relationships with rising costs; Use oftablets and mobile devices in Key Account Management; BigCustomers, Big Data, Big Analytics; and Data Privacy Issues.

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 participantsare among the limited number of professionals with the management and strategic skills to manage their utilities’ largest accounts. This year’s topics include:

Sponsored by:

http://www.csweek.org/web/KeyAccountForum

15

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

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

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

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

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

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

STRATEGIES ANDMANAGEMENTFocuses on trends from a people, process and technology perspective bysharing information related to planning, strategies, trends and manage-ment of the Customer Experience Lifecycle.

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

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

CANADIAN FOCUSOriginally introduced as a forum for sharing information on regulatoryissues and other business factors, the Canadian Focus track has expandedsignificantly with a robust roster of speakers and topics throughout theConference 39 workshop schedule.

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

Customer Experience Lifecycle

http://www.csweek.org/web/Conference/Tracks/TrackManagement.aspx

16

Smart Infrastructure• Making the Case for

Automated Metering Solutions• Your Smart Meters are Deployed -

Now What?• Connected Home - Security,

Thermostat, Comfort...What Next?• Smart Infrastructure Expanding

Excellence Award Winners – A YearLater

• Opt-Out Fees for AMI – How to Trackand Manage

• Time of Use Program Implementation• Using Smart Data Sources to Help

Customers with “Ways to Save”• How Smart is Your Smart Data

Presentment?

Billing• Optimizing the Escheatment

Process• Impacts of AMI on Complex Billing• Designing a Customer Friendly Bill• Best Practices in High Bill Reduction• Identifying Lost Revenue through

Analytics & Comprehensive BusinessProcess Audit

• Successful Paperless Billing Strategies

Workshops At-A-GlanceCustomer Engagement• Development of an

Organization Wide DigitalStrategy

• Transforming the Call Center –Qualitative Focus, Quantitative Results

• Customer Insight Leads to CustomerIntelligence

• Utility Apps & the New Mobile Customer• Utilizing Data Analytics to Drive

Widespread Customer Engagement• The Social Community• Pursuing Customer Preference in

Excellence• Transforming the Customer Self-

Service Experience

Water Focus• Making the Case for Automated

Metering Solutions• Smart Infrastructure Expanding Excel-

lence Award Winners – A Year Later• Identifying Lost Revenue Through

Analytics & Comprehensive BusinessProcess Audit

• Utilizing Data Analytics to Drive Wide-spread Customer Engagement

• Transforming the Customer Self-Ser-vice Experience

• Your Customers are Mobile; Are YouReady?

Water Focus continued• How MSD Used Predictive

Analytics to Increase Collections• Collections without Disconnects• Developing the Evolving Field

Workforce• Best Practices in CIS Implementation –

Small Utility• The Evolving IVR Value Proposition• Organizational Change Management:

One Size Does Not Fit All• Aligning Business Vision with

IT Strategy

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• Your Smart Meters are Deployed - Now

What?• Transforming the Customer Self-

Service Experience• Collections Strategies to Reduce Net

Write-offs


17

Credit & Collections• A Personalized Method to

Increase Energy Assistance eBusiness• How MSD Used Predictive Analytics to

Increase Collections• Collections Strategies to Reduce Net

Write-offs• Outsmarting Theft with Smart Meters• Strategies for Debt Forgiveness

Programs• Fighting Identity Theft: Understanding

How to be Compliant with the New RedFlag Rules

• Collections without Disconnects• Using Behavioral Analytics to Develop

Credit Models

Field Customer Service• Enterprise Performance

Management for Field ServiceCrews

• Taking Payments in the Field• Improving Customer Service Through

Outbound Communications• Best Practices in Field Safety• Developing the Evolving Field

Workforce• Achieving 100% Appointment

Schedules• Impact of Meter Accessibility

Strategies & Management• Evolving Hiring and Staff

Development Strategies• Are You Ready for Digital Utility

Business?• Rethinking Customer Care for Our

Connected World• Best Practices in CIS Implementation –

Small Utility• The Evolving IVR Value Proposition• Strategies for Building Data Analytics

Capabilities• Getting Business Value from Customer

Engagement• Organizational Change Management:

One Size Does Not Fit All• Aligning Business Vision with IT

Strategy

Exhibitor Showcases• Identifying & Achieving the

Benefits of Your CIS Investment• Making the Most of Your Data with

Analytics• Smart Customer Mobile (SCM®) -

GenX Intelligent CustomerEngagement Solution

• The Modern CIS: AcceleratingExcellence

• Building Customer Relationships ThatGenerate New Revenue

• Incentivize Customers to ImplementEnergy Saving Recommendations

• Customer Analytics: Discover theValue

Excellence Awards• Innovation in Customer

Service• Best Mobility Implementation• Best Smart Infrastructure Project• Best CIS Implementation


18

Smart InfrastructureMaking the Case forAutomated MeteringSolutionsDavid Mason, Senior Applications

Developer, Las Vegas ValleyWater District

Objectives:• Yes! You can implement two

AMR systems side-by-side!Discover how Las Vegas did it inthis workshop;

• Learn how to track and predictAMR lifespans to gain readefficiency while reducing truckrolls;

• Hear how Las Vegas’ AMRproject was developed and hasgrown to produce positive results.

Las Vegas Valley Water Districtcustomers are serviced usingautomated metering solutions.Consistent with the organizationalstrategy to lead innovation andoptimize resources for exceptionalcustomer service, LVVWD haseffectively implemented a blend offixed and drive-by network solutionsto address the different terrain andextreme weather conditions withinits jurisdiction. Gaining readefficiency and laying the foundationfor expanding AMI are just thebeginning. LVVWD has been able tomark significant improvements inservice to its customers, whichtranslates to a hearty bottom line.Hear how this project was developedand grown to produce great serviceresults.

Your Smart Meters areDeployed - Now What?David McKendry, Director, Customer

Service, Hydro Ottawa Limited

Objectives:• Explore how Hydro Ottawa has

successfully leveraged their smartmeter deployment along with otherenabling technologies to provideincreased customer choice,convenience and control;

• Understand the benefits tocustomers and the utility.

Connected Home -Security, Thermostat,Comfort...What's Next?Nathan Adams, Director,

Development, Green MountainPower Corporation

Sonja Bogart, VP, Member Services,Wright-Hennepin CooperativeElectric Association

Mike Bates, General Manager,Utilities, Alarm.com

Objectives:• Understand utilities’ perspective on

offering renewable products totheir customers;

• Understand strategies of partneringversus competing with larger retailproviders;

• Creating better customerexperience and improving bottomline by offering customer choices.

The presentation will discuss thedifferent opportunities and threats thatexist for utilities when competing withseveral retailers that are already in a

customer's home. These retailers canbe solar and DG companies, securitycompanies, energy managementproviders or home services providers.The utilities will discuss the rationalefor why they are offering theseservices to customers even though thatmay mean lowering their revenuethrough the sale of electricity. Theywill also describe their strategy toimplement these programs for theircustomers and challenges faced whileimplementing these programs. Abroader discussion will also entail thedifferent products and services thatmay be included in a “ConnectedHome,” sharing benefits of each of theproduct offerings.

Smart InfrastructureExpanding ExcellenceAward Winners – A YearLaterHedilyn Ago, IT Director, Major

Project Delivery, Orlando UtilitiesCommission

JoAnne Fletcher, Assistant GeneralManager, Burbank Water & Power

Objectives:• An overview of the winner’s award

winning smart infrastructureprojects;

• A detailed overview of the benefitsthat have been realized sinceimplementation and since winningthe CS Week ExpandingExcellence Awards;

• How these utilities plan to continueto extract business and customervalue from these award winningSmart Infrastructure projects intothe future and tips/lessons learnedto pass along to utilities planningsimilar projects.

A panel discussion featuring the CSWeek 2014 Smart InfrastructureExpanding Excellence Award winners’projects with a focus on the reasonsthe projects were successful; thelessons learned with eachimplementation; and the actions takenin the last year by each winner toensure business and customer valuecontinues to be created by theseimportant investments.

Opt-Out Fees for AMI –How to Track and ManageRosemary Scherba, Sr Supv, Customer

Service, Case Management,Baltimore Gas & ElectricCompany

Objectives:• Attendees will hear about the Opt-

Out Program at BG&E;• Lessons learned from its

implementation of the Opt-Outprogram including how it ishandling customer requests andfeedback;

• Learn why BG&E developed anOpt-Out Fee and how it is trackingand managing the fee.


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Time of Use ProgramImplementationJames Reiley, Mgr, Strategy &

Dynamic Pricing, PECO, anExelon 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 utilitysponsored programs.

The presentation will focus on how anincumbent utility partnered with acompetitive supplier to offer Time ofUse pricing to its customers; theregulatory mandates and issues thatPECO faced and how they were ableto overcome those issues; themarketing and creative strategiesadopted by PECO to promote theprogram and encourage people to signup and the results of the marketingcampaign; the IT challenges facedwhile implementing this uniqueproject and the level of collaborationthat was needed to make it a success.Preliminary results of the one yearpilot program will be presented alongwith lessons learned throughout theprocess. Also included are strategiesfor utility sponsored programs alongwith IT pitfalls and challenges towatch out for while undertaking aTime of Use pricing programimplementation.

Using Smart Data Sourcesto Help Customers with“Ways to Save”Janice Berman, Senior Director,

Pacific Gas and Electric CompanyGeoffrey Phillips, Spvr, Energy

Efficiency Product Mgmt,Eversouce Energy

Objectives:• Learn how the use of smart data

sources can be transformed toprovide customers withinformation on “ways to save” ontheir energy bill and assist utilitiesin meeting energy efficiency goals;

• Gain insights from utilities that areutilizing new technologies andleveraging big data resources todeliver compelling value tocustomers.

In many respects, the provision ofutility services needs to transform sothat consumers can rely on utilities asone of their trusted energy advisors –this creates a substantial opportunityfor utilities to enhance satisfaction,help customers find “ways to save,”increase loyalty and reduce opt outswhen newer technologies like AMIare being deployed. Information fromtools like AMI, MDM, Meter DataAnalytics and Unstructured Data fromoutside data services can beextraordinarily powerful and valuableto consumers – especially in utilityand energy efficiency services. Thepanelists will speak to how theirutilities are using new technologies tooffer customers personalizedsuggestions and offerings to help themsave on the energy bills and how these

technologies use big data techniquesto leverage data from both internalsystems and external data sources likereal estate, weather, municipalinformation and financials.

How Smart is Your SmartData Presentment?Saurabh Bansal, Dir, Innovation &

Business Strategy, NRG EnergyMark Podorsky, Info Governance Ofc,

Customer Service, SouthernCalifornia Edison Company

Emmett Romine, GM, DTE Insight,DTE Energy

Objectives:• How utilities can leverage the

interval usage data through theirAMI infrastructure for improvingCustomer Engagement;

• What type of programs can utilitieslaunch to improve customersatisfaction and encourageconservation?

• IT and operational challengesutilities may face whileimplementing such programs fortheir customers.

The presentation will discuss whatsome of the larger utilities are doing toimprove their customer satisfactionleveraging the interval usage dataobtained through their AMIinfrastructure. A live demo of some ofthe web portal and mobile apps willalso be provided. The panel willdiscuss tools such as peer compare,showing disaggregated usage, billprojections, usage and cost alerts.Along with the various channelsthrough which the utilities

communicates this information withtheir customers including direct mail,bill inserts, partnerships, outbounddialer, texts and e-mails.

BillingOptimizing theEscheatment ProcessRaquel Solomon, Supervisor,

Customer Billing Svcs, EversouceEnergy

Objectives:• Learn how Eversouce Energy

identified a need to reconcileuncashed customer refund checksto its CIS;

• Hear how audit risks have beenreduced as a result of automationand strengthened controls.

Learn about a creative approach toensuring unidentified and unmatchedpayments don't slip through thecracks. Hear how audit risks havebeen reduced as a result ofautomation and strengthenedcontrols. When dormant propertysuch as uncashed customer refundsor unapplied payments are notproperly handled, the subsequentimpacts can be threefold. Thecompany loses credible (good)standing with the customer andpublic and also positions itself toincur penalties from the state.


20

Designing a CustomerFriendly BillJuli A. Comstock, Mgr, Customer

Systems & Support, Omaha PublicPower District

Jacqueline Robinson, Mgr, DigitalChannel Strategy, DTE EnergyCorporation

Thomas Stevens, Mgr, BillingOperations, ComEd

Objectives:• How to identify needed changes to

improve customer satisfaction withthe bill;

• Unique bill presentment casestudies;

• How to measure the success ofchanges implemented on the bill.

Learn the potential of the billingstatement in driving customersatisfaction and how crowdsourcingand innovative marketing research is awinning combination. In this segment,you will hear about how utilities havetargeted each section of the JDPowersurvey in the bill redesign, whichareas were influenced in the firstiteration of the design and results todate. In addition, the session willexplore the various vehicles used tocollect feedback, includingcrowdsourcing and online focusgroups as well as how this strategylead to an effective end product whileallowing for ease of implementation.

Best Practices in High BillReductionKim Rich, IT Solution Manager,

CenterPoint Energy

Objectives:• Shared best practices on reducing

customer calls in regards to highusage and/or confusion;

• Tools customers can use tounderstand their bills and increasesatisfaction;

• Proactive measures taken to reduceincoming calls.

In this presentation you will learn howa strategic plan to improve customersatisfaction was implemented byproactively reviewing and monitoringcustomers’ usage patterns. Learn howand why reaching out to customersabout potential spikes in usage, highbills and successful strategies helpsreduce customer calls about high billusage while increasing overallcustomer satisfaction.

Identifying Lost Revenuethrough Analytics &Comprehensive BusinessProcess AuditApril Bingham, MPA, Customer

Service Manager, DC Water &Sewer Authority

Chirag Shah, Director, DataAnalytics, Vertex Business Services

Objectives:• Understand drivers of lost revenue

at water utilities;• Review a holistic approach to lost

revenue analysis;

• Discuss critical success factors andtoolkit to finding and recoveringlost revenue.

Non-revenue water is a huge issue forwater utilities around the world. Itrepresents a mix of not only leaks inthe distribution system, but leaks ofdata and information from challengeswith meter reading and billing, and/ortheft from illegal connections.Potential for lost revenue wasidentified using CIS, AMR and GISsystem reconciliation, billing andadjustments process audit, account aswell as meter lifecycle review andanalytical techniques such as anomalyidentification, peer to peer analysis,etc. Recommendations provided anaction plan to address identified gapsand reduce revenue impacts that couldlead to a rate increase.

Successful PaperlessBilling StrategiesMaxine Jones, Mgr, Customer

Business Solutions, DominionVirginia Power

Sherie Wutschke, CIS & BillingManager, Dakota ElectricAssociation

Objectives:• Best practices in promoting

paperless;• Learn what incentives customers to

go paperless;• Proven success – companies with

experience.

Moving forward with new paperlessstrategies resulting in maximumuptake. This presentation focuses onproven successes of those that have

To unearth potential pitfalls andensure due diligence efforts wereperformed, Eversouce Energy took a360 degree view of its escheatmentprocess. This presentation willprovide insight into the creditbalance, or customer refund lifecycle and what Eversource Energyhas done to close process gaps.

Impacts of AMI onComplex BillingKevin Goodwin, Manager, Complex

Billing, Duke EnergyBeth White, Mgr, Energy Data Mgmt

Ops, Duke Energy

Objectives:• Lessons learned on the impact of

implementing an AMI system oncomplex billing;

• Best practices for utilities toexceed customer expectations andimprove customer satisfaction.

Learn how the implementation ofAMI impacts complex billing andassociated systems. Duke Energy hasimplemented these systems and willshare lessons learned, best practices,customer satisfaction results and theimpacts on billing metrics.

Billingcontinued


21

continued next page

experienced double digit paperlessincreases. The panel will share uniquestrategies they used to implement theprogram. Hear how involving theorganization helps drive interest andhow creative marketing techniquesassist with customer communicationsand providing a targeted message.Learn how these companies arerewarding or incenting and managingthis goal.

Customer EngagementDevelopment of anOrganization Wide DigitalStrategyWalter Stefy, Process Owner,

Customer Experience, PepcoHoldings, Inc.

Jeff McPherson, Director, ClientDevelopment, SilverTech, Inc.

Objectives:• Understand how to structure an

organization wide multi channeldigital strategy project;

• Recognize core considerations onsitemap and wireframedevelopment during contentstrategy;

• Manage self service, outagepreparation/restoration andcommunications more effectivelyonline.

Set the stage for your organization toimprove self service functionality andoffer all embracing customercommunications. They will discussdeconstructing a utility’s interactionwith its customers and the importantrole it plays in persona development,

which allow digital experiences to becustomized to different audiences,including residential and businesscustomers, key accounts,municipalities, media and more.Attendees will walk awayunderstanding the need to prepare aproper organizational structure,content strategy, corporate governanceand transformational roadmap fortheir organization.

Transforming the CallCenter – Qualitative Focus,Quantitative ResultsFred Daum, Director, Customer

Contact & Billing, PSEG LongIsland

Objectives:• Examples of initiatives and

programs utilities can implement tohelp change the culture and driveperformance in the Call Center;

• Operational and IT outcomes,results and challenges faced whenimplementing new programs,systems and more;

• Employee engagement andcommunication strategies to helpdrive performance.

PSEG Long Island has embarked onan aggressive transformation of theircall center which has resulted insignificant improvement in customerand employee satisfaction. The areasof significant change include theimplementation of call quality teamand changes in the call qualitymonitoring process to include unionparticipation in the evaluations andcalibration sessions. Technology

changes include the deployment of anew natural IVR that passes uniquecaller information to the customerservice representatives and fullautomation of the scorecard and callevaluation process. These changes andothers have been the driver forimproved after call survey and JDPower customer satisfaction scores.

Customer Insight Leads toCustomer IntelligenceGail 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 thefront end as well as the back end ofthe customer experience. The typicalfront-end experience can be used forcustomer enrollment in our energyefficiency and demand responseprogram. Sure, use segmentation tofigure out the segment of customersthat have central air conditioning andonly market to those customer toenroll in your thermostat program.But, there is more. You can usesegmentation for your commercialcustomers and create marketingcollateral (messaging, pictures andreal life examples) to engage segmentssuch as health care, industrial andproperty management companies.Now you are talking their language!

We have gone beyond typical front-end to analyzing customerenrollment after they enroll in aprogram. We want to find out whichsegments are more likely to enroll inwhich programs. What are theirsocial likes so we can message tothem directly? Another way to useback-end segmentation is analyzingthe call center volumes. Who arethose repeat customers that like tocall over and over again? What aretheir typical call types? What is thedemographic of that customer? Isthere something about that segmentthat can be used to proactivelycommunicate to them about what ourcompany can offer them andpossibly reduce our call volumes?

Utility Apps & the NewMobile CustomerSaurabh Bansal, Dir, Innovation &

Business Strategy, NRG EnergyKim Friebel, Web/Mobile Mgr,

eChannels, ComEdWalter Stefy, Process Owner,

Customer Experience, PepcoHoldings, Inc.

Objectives:• How to leverage the mobile

platform to optimize customerengagement;

• How to overcome the challengesthat one encounters whiledeveloping a mobile app for thecustomers;

• How to integrate with CIS andother systems while developing amobile app.


22

Customer Engagementcontinued

This presentation will providepractical guidance andrecommendations for engagingcustomers through analytics, ratherthan simply conceptual frameworksand ideas. Provide real worldexamples of utilizing customerconsumption data to drive new kindsof dialogue and engagement withcustomers across business types, sizesand geographies. By harnessing thepower of data analytics, utilities canbegin a dialogue with customers tooffer them specific insights into howthey are using energy in both theirhomes and businesses and buildapplications that help customers makemore informed choices about howthey are using energy and spendingmoney. It also helps utilities toredefine the relationship they havewith their customer, moving from asilent provider of kilowatt hours to atrusted advisor of energy products andservices.

The Social CommunityTracy Kirk, Manager, Customer

Technology, PSE&G New Jersey

Objectives:• Understand the outlay of resources

needed to support an electronicemergency response of thismagnitude;

• Reflect on lessons learned from thedevelopment and refinement of thecommunication strategy for outagemanagement;

• Share modifications made sincethe super storm and plannedexpansion/changes anticipated forthe future

PSEG’s agile customer engagementstrategy opened the door to socialmedia and developed into a twitterfollowing that surpassed customer andcompany expectations. Hear how theready response to Super Storm Sandydeveloped into an award winningcommunication strategy according toJ.D. Power & Associates.

Pursuing CustomerPreference in ExcellenceRenee Castillo, Sr Dir, Power

Customer Services, Salt RiverProject

Erwin Furukawa, Principal andFounder, EF Strategy & PlanningGroup

Objectives:• Understand the evolving utility

industry and its impact tocustomers, review vulnerabilitiesand opportunities that arise andgarner insights into thetransformation needed to keeputilities relevant;

• Provide lessons learned intobuilding a “customer centric”strategy and an operating modelthat balances key areas of thebusiness: ROI, Strategic Alliances,Human Capital and customerneeds;

• Discuss the criticality of growing aculture for employees to succeedduring an evolving period.

Learn how Salt River Project, thenumber one utility in JD Powercustomer satisfaction for 15 years,approaches the changing marketplaceby reinventing the way they work with

their business and governmentcustomers. This session will give anoverview of how they built a durablesegmentation and service plan withthe help of EF Strategy & PlanningGroup. You will learn how SRPbalances cost-to-serve/ROI, customerneeds and the use of third parties andstrategic relationships. A fundamentalpart of the transformation is theinvestment in SRP’s employees.Human Capital is critical in creating awinning and competitive businessmodel.

Transforming the CustomerSelf-Service ExperienceJill Doucett, Dir, Customer Relations,

NB Power Holding CorpPeter Longo, Manager, eChannels,

PECO, an Exelon CompanyJennifer Treece, Management Analyst,

Tacoma Public Utilities

Objectives:• Discover how expanded payment

options can increase adoption ofyour website including one-time,recurring enrollment, scheduledand interfacing to AMI forautomatic reconnections;

• Hear lessons learned on focusgroups, change management andtransitioning customers betweenwebsites and introducing the newwebsite to residential andcommercial customers;

• Learn how property managers areadopting automated tools andreducing costs and calls to thecontact center.

This panel discussion will focus onthe deployment of three highlysuccessful Mobile Applicationswithin the electric utility industry.The speakers will provide a historyof the application, details of theapplications functionality, along witha demonstration of the application.Additionally, the panelist willprovide lessons learned andimprovements that have occurredpost deployment; as well as thebusiness and customer satisfactionimpacts.

Utilizing Data Analytics toDrive WidespreadCustomer EngagementDavid Jacot, Dir, Efficiency

Solutions, Los AngelesDepartment of Water & Power

Objectives:• Demonstrate how energy

consumption data/smart grid datacan be a tool to engage customersmore effectively;

• Show real world examples of howenergy analytics are uncoveringhigh potential energy savingsopportunities at scale andimproving utility customerrelationships;

• Learn how energy analytics canexpand customer outreach andsegmentation strategies toimprove service.


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Increasingly utilities are looking forways to engage and empowercustomers with easy to use self-service tools and access toinformation. Websites are animportant tool to support these goals.This session will share how a varietyof new options including paymentoptions, program enrollment andcommunication preference channelsand messages can be provided tocustomers. The project used an agilemethodology and the presentation willinclude information on sprintactivities, timelines and incorporationof AMI and other business and systemrequirements. Information will beprovided on customer engagement toidentify improvements, engage indesign sessions and ideas on theutilities website roll out. Thispresentation will provide the first yearmetrics, targets and status for thiswebsite replacement projectcompleted in early 2014.

Water FocusMaking the Case forAutomated MeteringSolutionsDavid Mason, Senior Applications

Developer, Las Vegas Valley WaterDistrict

Objectives:• Yes! You can implement two AMR

systems side-by-side! Discoverhow Las Vegas did it in thisworkshop;

• Learn how to track and predictAMR lifespans to gain readefficiency while reducing truckrolls;

• Hear how Las Vegas’ AMR projectwas developed and has grown toproduce positive results.

Las Vegas Valley Water Districtcustomers are serviced usingautomated metering solutions.Consistent with the organizationalstrategy to lead innovation andoptimize resources for exceptionalcustomer service, LVVWD haseffectively implemented a blend offixed and drive-by network solutionsto address the different terrain andextreme weather conditions within itsjurisdiction. Gaining read efficiencyand laying the foundation forexpanding AMI are just the beginning.LVVWD has been able to marksignificant improvements in service toits customers, which translates to ahearty bottom line. Hear how thisproject was developed and grown toproduce great service results.

Smart InfrastructureExpanding ExcellenceAward Winners – A YearLaterJoAnne Fletcher, Assistant General

Manager, Burbank Water & PowerHedilyn Ago, IT Director, Major

Project Delivery, Orlando UtilitiesCommission

Objectives:• An overview of the winner’s award

winning smart infrastructureprojects;

• A detailed overview of the benefitsthat have been realized sinceimplementation and since winningthe CS Week ExpandingExcellence Awards;

• How these utilities plan to continueto extract business and customervalue from these award winningSmart Infrastructure projects intothe future and tips/lessons learnedto pass along to utilities planningsimilar projects

A panel discussion featuring the CSWeek 2014 Smart InfrastructureExpanding Excellence Award Winners’projects with a focus on the reasonsthe projects were successful; thelessons learned with eachimplementation; and the actions takenin the last year by each winner toensure business and customer valuecontinues to be created by theseimportant investments.

Identifying Lost RevenueThrough Analytics &Comprehensive BusinessProcess AuditApril Bingham, Customer Service

Manager, DC Water & SewerAuthority

Chirag Shah, Director, DataAnalytics, Vertex BusinessServices

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 andrecovering lost revenue.

Non revenue water is a huge issue forwater utilities around the world. Itrepresents a mix of not only leaks inthe distribution system, but leaks ofdata and information from challengeswith meter reading and billing, aswell as theft from illegal connections.Potential for lost revenue wasidentified using CIS, AMR and GISsystem reconciliation, billing andadjustments process audit, account aswell as meter lifecycle review andanalytical techniques such asanomaly identification, peer to peeranalysis, etc. Recommendationsprovided an action plan to addressidentified gaps and reduce revenueimpacts that could lead to a rateincrease.


24

Water Focuscontinued

applications that help customers makemore informed choices about how theyare using energy and spending money.It also helps utilities to redefine therelationship they have with theircustomer, moving from a silentprovider of kilowatt hours to a trustedadvisor of energy products andservices.

Transforming the CustomerSelf-Service ExperienceJennifer Treece, Management Analyst,

Tacoma Public UtilitiesJill Doucett, Dir, Customer Relations,


PECO, an Exelon Company


options can increase adoption ofyour website including one-time,recurring enrollment, scheduled,and interfacing to AMI forautomatic reconnections;



Increasingly utilities are looking forways to engage and empowercustomers with easy to use self-servicetools and access to information.Websites are an important tool tosupport these goals. This session will

share how a variety of new optionsincluding payment options, programenrollment, and communicationpreference channels and messages canbe provided to customers. The projectused an agile methodology and thepresentation will include informationon sprint activities, timelines andincorporation of AMI and otherbusiness and system requirements.Information will be provided oncustomer engagement to identifyimprovements, engage in designsessions, and ideas on the utilitieswebsite roll out. This presentation willprovide the first year metrics, targetsand status for this website replacementproject completed in early 2014.

Your Customers areMobile; Are You Ready?Laurie Foreman, Customer Services

Manager, City of Arlington, WaterUtilities

Steve Schultz, COO, Check, an IntuitCompany

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% ofthe consumer's digital time, accordingto ComScore. The consumer's shift tomobile requires utilities to update theirapproach to mobile payments and

align to meet this preferred channel.The consumer's expectation is veryhigh and supporting the mobilepayments is a non-trivial endeavor,requiring mobile adoption andtechnology expertise. Arlington WaterUtilities and Intuit together willdiscuss strategies for addressingmobile consumers and Arlington’sdecisions for its mobile paymentinvestments.

How MSD Used PredictiveAnalytics to IncreaseCollectionsJanice Zimmerman, Dir, Finance /

CFO, Metropolitan St. Louis SewerDistrict

Objectives:• Understand how to increase cash

flow using predictive analytics;• Understand the concept of

predictive analytics in the billingand collection sphere;

• Gain insight into MSD’s additionaluse of predictive analytics to honeits customer outreach andawareness

Big Data has shifted the analyticalparadigm of forecasting key aspects ofa utility’s business. Merging Big Datawith historical information hasevolved into predicting whatcustomers want, how and when,allowing utilities to influence customerbehavior to achieve strategicoutcomes. The Metropolitan St. Louis

Utilizing Data Analytics toDrive WidespreadCustomer EngagementDavid Jacot, Dir, Efficiency

Solutions, Los AngelesDepartment of Water & Power

Objectives:• Demonstrate how energy

consumption data/smart grid datacan be a tool to engage customersmore effectively;

• Show real world examples of howenergy analytics are uncoveringhigh potential energy savingsopportunities at scale andimproving utility customerrelationships;

• Learn how energy analytics canexpand customer outreach andsegmentation strategies toimprove service.

This presentation will providepractical guidance andrecommendations for engagingcustomers through analytics, ratherthan simply conceptual frameworksand ideas. Provide real worldexamples of utilizing customerconsumption data to drive new kindsof dialogue and engagement withcustomers across business types,sizes, geographies. By harnessing thepower of data analytics, utilities canbegin a dialogue with customers tooffer them specific insights into howthey are using energy in both theirhomes and businesses, and build


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Sewer District (MSD) is proving theconcept by using Big Data to movecustomer service into the future andmaintain a solid financial position. Theworkshop discusses MSD’s Big Datasuccesses with the deployment ofmulti-channel communications,understanding generational change,supporting a AA+ rating for $1.7billion in bonds and increasing cashflow from billed services.

Collections withoutDisconnectsPenny Tootle, Manager, Customer

Care, Las Vegas Valley WaterDistrict

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 fieldinvolvement and reduce disconnectvolume, despite incredibleeconomically challenged community.Hear about business process, re-engineering, regulatory influence andbottom line results.

Developing the EvolvingField WorkforceSheila Pressley, Director, Customer

Revenue Services, JEAJames Greenwell, General Supervisor

of Gas & Water ServiceTechnicians, City of RichmondDept 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 utilitiesare dealing with various fieldworkforce issues. JEA will discuss thegreying workforce. Increasingpercentages of the field workforce iseligible for retirement. JEA willdiscuss their plans to continue greatcustomer service in the field whiletransitioning to a new workforce. TheCity of Richmond will share ways tohandle workforce turnover, employeeneed for advancement and growth andthe utilities desire to improve customerservice. This utility developed asuccession plan and trainingcertification elements that are creatingpositive change.

Best Practices in CISImplementation – SmallUtilityDenise Kruger, SVP, Regulated

Utilities, Golden State WaterCompany

Laura Evans, Customer ServiceManager, Padre Dam MunicipalWater District

Objectives:• Considerations for selecting a CIS

product and implementationpartners;

• Key project management practicesfor CIS implementation;

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

Implementing a new CIS is a challengefrom picking the right product andpartners, to maintaining customersatisfaction and smooth dailyoperations during implementation, toleveraging the new system to improvebusiness processes. This panelincludes a variety of utilitiesillustrating how they successfullytackled the challenge. Panelists willaddress multiple perspectivesincluding selection strategy, projectmanagement, change management,conversion activities and businessprocess improvement.

The Evolving IVR ValuePropositionHerb Firsching, Int Dir, Customer

Ops, Gainesville RegionalUtilities

William Clayton, VP, Customer CareOperations, Reliant Energy, Inc.

Customer usage of Interactive VoiceUnits is on the decline. Yet IVRsremain an important channel,particularly for utilities, to ensuresupport during emergencies. Theseutilities will share their approach tocontinued use of IVR, areas ofinvestment and points of integrationwith other technologies.

Organizational ChangeManagement: One SizeDoes Not Fit AllLaura Butler, Director, Business

Solutions, Central Hudson Gas &Electric Corp.

Objectives:• Assess the impacts and risks of

change related to change withinorganizations;

• Devise strategies, approaches, andplans to manage and lead change;

• Measure the effectiveness ofchange efforts.

A panel discussion of utilities ofdifferent sizes, services, and marketspresent their approaches to changemanagement.


26

supporting that vision. The focus areasof the plan include sound financial andeconomic planning, quality customerservice, and partnerships with otherentities that foster economic growth.This presentation discusses theintegrated customer systems' origin ina technology master plan, how the newT&I plan actively supports thebusinesses at the City, and the positiveresults that are being achieved fromthis approach.

PaymentsResults with PaymentArrangements/PlansSherri Bell, Mgr, Customer Relations,

Vectren Utilities HoldingsJawana Gutierrez, VP, Customer Care

Services, Austin Energy

Objectives:• Learn about the variety of payment

agreement options offered tocustomers;

• Understand drivers used to setpayment agreement policy;

• Learn about successful paymentagreement strategies.

Panel sharing what they do with downpayments, other ideas suggested weremaximum number allowed per year,restrictions if agreement not kept, etc.Discussion on various approaches,drivers and results.

Customer BehaviorEvolution and MobilePayment App AdoptionRick Huff, SVP, Sales & Marketing,

KUBRAMelissa Josey-White, Chief, Customer

Care Center, HRSD

Objectives:• PCI compliant card payments

without bearing the associatedburdens;

• How to transition in-office bill paycustomers into self service mobilephone and web payers;

• How to deliver exceptionalcustomer service across a varietyof integrated payment channels.

Corporate utility offices continue tosuffer from congested volumes ofwalk in bill pay traffic, and many ofthese consumers are demanding theoption to pay by credit or debit card.Hear how Indianapolis Power & Lightorganically reshaped the behavior oftheir walk up bill pay customers toaccelerate the adoption of mobile andweb payments among thetechnologically adverse. Thedeployment of a PCI compliant billpayment solution easily offers thedemanded card payment processing,while following the methodologynecessary to strategically shift thepayment behavior of consumers bydemonstrating how customersatisfaction increases.

Going Mobile Was a Snapfor LG&EJean Ann Pfisterer, Mgr, Retail

Business Systems, Strategy &Learning, LG&E and KU Energy

Jerry Portocalis, Senior VicePresident, Paymentus

Objectives:• Learn how to move beyond

“strategy and planning” to deploya well-integrated mobileexperience

• Discover best practices in mobilebill-pay automation and customerusability;

• Experience leading-edgetechnology such as text payments,responsive web, integratedmessaging, mobile bill presentmentand secure PDF payments.

Learn how LG&E was able to launcha highly-effective mobile customerbilling, payment and communicationfeature set that fit perfectly into theirexisting customer engagementprograms. Hear about LG&E’sinternal goals for customer serviceautomation and mobile technologyand the steps they took to quickly “golive” with a robust mobile experienceto engage their customers. What weretheir best practice considerations –features, costs, technology?

While there are many methods andtools which can be used in changemanagement, each organization isunique and requires a tailoredapproach to change management. Thepresentation will include lessonslearned from past change initiatives –what each utility would and wouldnot do again.

Aligning Business Visionwith IT StrategyStacey Aukamp, Principal

Consultant, Westin Engineering,Inc

Karl Craig, Sr Systems Analyst, Cityof Tampa, Water Department

Objectives:• How to build a smart IT plan to

align/support the business vision;• Develop a consultative

relationship between IT andinternal customers

• Current industry trends in Water,Wastewater, and Solid Waste(Device Management).

The City of Tampa Water Departmentpublished a Strategic Plan in 2012with the following vision: "We willbe renowned for high quality waterand the outstanding manner in whichcustomers are served throughsuccessful implementation of theStrategic Plan." The Technology andInfrastructure (T&I) Department atthe City has aligned their own plansuch that it provides a roadmap fully

Water Focuscontinued


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Prepay Utility ModelsMichelle Delka, Dir, Smart Grid

Business Solut, Westar EnergySharyl Whitmire, Online Services

Manager, Cowlitz County PUD #1Karen 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 forpromotion.

Two utilities will provide their storieson their implementation of prepaypilot programs. While each wentabout their rollouts differently, bothutilities will be able to provide lessonslearned, how their customers havereacted to the new program offeredand how their programs weremarketed to the consumers. Westarwill talk about their special websiteand mobile app, while Cowlitz willinclude discussion on vendorcomparisons.

Your Customers AreMobile; Are You Ready?Laurie Foreman, Customer Services

Manager, City of Arlington, WaterUtilities

Steve Schultz, COO, Check, an IntuitCompany

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% ofthe consumer's digital time, accordingto ComScore. The consumer's shift tomobile requires utilities to update theirapproach to mobile payments andalign to meet this preferred channel.The consumer's expectation is veryhigh and supporting the mobilepayments is a non-trivial endeavor,requiring mobile adoption andtechnology expertise. Arlington WaterUtilities and Intuit together willdiscuss strategies for addressingmobile consumers and Arlington’sdecisions for its mobile paymentinvestments.

Canadian FocusYour Smart Meters areDeployed - Now What?David McKendry, Director, Customer

Service, Hydro Ottawa Limited

Objectives:• Explore how Hydro Ottawa has

successfully leveraged their smartmeter deployment along with otherenabling technologies to provideincreased customer choice,convenience and control;

• Understand the benefits tocustomers and the utility.

Transforming the CustomerSelf-Service ExperienceJill Doucett, Dir, Customer Relations,


PECO, an Exelon CompanyJennifer Treece, Management Analyst,

Tacoma Public Utilities


options can increase adoption ofyour website including one-time,recurring enrollment, scheduledand interfacing to AMI forautomatic reconnections;



Increasingly utilities are looking forways to engage and empowercustomers with easy to use self-service tools and access toinformation. Websites are animportant tool to support these goals.This session will share how a varietyof new options including paymentoptions, program enrollment andcommunication preference channelsand messages can be provided tocustomers. The project used an agilemethodology and the presentationwill include information on sprintactivities, timelines andincorporation of AMI and otherbusiness and system requirements.Information will be provided oncustomer engagement to identifyimprovements, engage in designsessions and ideas on the utilities’website roll out. This presentationwill provide the first year metrics,targets and status for this websitereplacement project completed inearly 2014.


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Credit & CollectionsA Personalized Method toIncrease EnergyAssistance eBusinessLeRoy 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 teamhas made Agency Web Access (AWA)the preferred method for their 1,600+authorized assistance agencies toconduct the business of obtainingmonetary assistance for Dominion’svulnerable customer population. Theteam took an underutilized online tooland transformed it into a flexible andefficient self service method. A keycomponent to this strategic initiativewas the development of an effectivecommunication plan that whensimultaneously executed with keyinitiatives would ensure a successfultransition to AWA. We have alsoprovided substantial benefits to ourinternal business partners andcustomers by building agencyrelationships, improving processes andupgrading AWA.

How MSD Used PredictiveAnalytics to IncreaseCollectionsJanice Zimmerman, Dir, Finance /

CFO, Metropolitan St. Louis SewerDistrict

Objectives:• Understand how to increase cash

flow using predictive analytics;• Understand the concept of

predictive analytics in the billingand collection sphere;

• Gain insight into MSD’s additionaluse of predictive analytics to honeits customer outreach andawareness.

Big Data has shifted the analyticalparadigm of forecasting key aspects ofa utility’s business. Merging Big Datawith historical information hasevolved into predicting whatcustomers want, how and when,allowing utilities to influencecustomer behavior to achieve strategicoutcomes. The Metropolitan St. LouisSewer District (MSD) is proving theconcept by using Big Data to movecustomer service into the future andmaintain a solid financial position.The workshop discusses MSD’s BigData successes with the deployment ofmulti-channel communications,understanding generational change,supporting a AA+ rating for $1.7billion in bonds and increasing cashflow from billed services.

Collections Strategies toReduce Net Write-offsMel Osmond, Dir, Credit, Collections

& Meter Reading, NewfoundlandPower, Inc.

Objectives:• Present successful collection

techniques to peers;• Share various collection initiatives

that will generate more actionitems for attendees;

• Provide information on insolvencyprocess from a Canadianperspective.

The presenter will provideinformation on their collection processat Newfoundland Power Inc. enablingthem to only have .15% to .16% of netwrite-off/revenue since 2009. Hispresentation will outline theirresidential and commercial collectionprocess which includes theresponsibilities of their field servicesrepresentatives and their externalcollection agencies; monitoring oftheir collection process and the reportsused; service application processresulting in write-off collections andtheir decision not to ask for residentialsecurity deposits. He will discuss theirmoratorium process; programs withlocal government; IVR/Webtransactions and handling ofbankruptcies, receiverships andrepossessions.

Collections Strategies toReduce Net Write-offsMel Osmond, Dir, Credit, Collections

& Meter Reading, NewfoundlandPower, Inc.

Objectives:• Present successful collection

techniques to peers;• Share various collection

initiatives that will generate moreaction items for attendees;

• Provide information oninsolvency process from aCanadian perspective.

The presenter will provideinformation on their collectionprocess at Newfoundland Power Inc.enabling them to only have .15%/.16% of net write-off/revenue since2009. His presentation will outlinetheir Residential & Commercialcollection process which includes theresponsibilities of their field servicesrepresentatives and their externalcollection agencies; monitoring oftheir collection process and thereports used; service applicationprocess resulting in write-offcollections and their decision not toask for Residential security deposits.He will discuss their moratoriumprocess, programs with localgovernment, IVR/Web transactionsand handling of bankruptcies,receiverships and repossessions.

Canadian Focuscontinued


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Outsmarting Theft withSmart MetersPaige Chatwood, APS

Objectives:• Establish a network among

regional utilities to promptly detecttheft;

• Using smart meter data and alertsto identify diversion quickly;

• Collaborative approaches toreducing diversion.

Southwest regional utilities haveestablished a network that enablesthem to notify other service providerswhen energy theft is detected.Meetings held periodically allow themto collaborate on solutions to preventtheft and leverage smart meter data torespond quickly.

Strategies for DebtForgiveness ProgramsSharon Eberman, Dir, Customer

Experience Operations, EversouceEnergy

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 andmaintain an effective and successfuldebt forgiveness program, includingreviewing data that illustrates thepositive results and outcomes.

Fighting Identity Theft:Understanding How to BeCompliant with the NewRed Flag RulesObjectives:• Understand the fundamentals of

the new FTC Red Flag Rules;• Learn how to properly develop and

implement a written identity theftprevention program;

• Get first-hand insights fromindustry leaders on how these newRed Flag Rules effect utility day-to-day operations.

Identity theft not only effects morethan an estimated 9 million peopleevery year, but it also impacts utilitiesthat are left with unpaid bills and debtcollection responsibilities. The newFTC Red Flag Rules addressconsumer security by requiringutilities and small businesses todevelop and implement a writtenidentity theft program. Theseprograms are meant to protect theutility against these scam artists bydefining the “red flags” of identitytheft that occur in their day-to-dayoperations and provide measures toprevent the crime and mitigate thedamage to both their customer and theutility. To provide real-world context,this session will incorporate lessonslearned by industry leaders ininformation system data security. The

principles covered will be clearlyapplicable to any utility, helping themfully understand their requirementsunder the new FTC rules and whatthey can do to stay compliant with theadditional regulations.

Collections withoutDisconnectsPenny Tootle, Manager, Customer

Care, Las Vegas Valley WaterDistrict

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 fieldinvolvement and reduce disconnectvolume, despite incredibleeconomically challenged community.Hear about business process, re-engineering, regulatory influence andbottom line results.

Using Behavioral Analyticsto Develop Credit ModelsObjectives:• 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.

Learn how the models are used forcredit scoring, defining credit risk andsetting policies for payment

extensions and deposit rules basedon these models. These policies/models are shared with the customercare organization so that call centerhas the ability to work withcustomers based on the currentpolicies in place. The policies arealso built into the customer carescripts. Hear how to monitor andtweak based on your analytics.

Field Customer ServiceEnterprise PerformanceManagement for FieldService CrewsRocky D. King, Sr. Engineer,

Georgia Power Company

Objectives:• How companies are using EPM

to improve field workerproductivity;

• Discuss the challenges ofestablishing quantifiable metrics;

• How these metrics can be used toimprove training programs foryour crews.

Enterprise performance managementis critical to the success of improvingfield worker efficiency andeffectiveness. Learn how to adoptEPM to gain insight in how toaccomplish more without increasingthe workforce.


30

Improving CustomerService Through OutboundCommunicationsPamela Wheat, Director, Customer

Contact Operations, Oncor

Objectives:• Hear how companies are using

outbound call technology toimprove their customerrelationship;

• Discuss situations meritingoutbound calling;

• Learn the benefits each utility isreceiving.

Hear how companies are usingoutbound calling to reduce missedappointments and reduce truck rolls.Hear how Kansas is empowering fieldstaff as they plan their schedules tomeet customer appointments and howOncor has eliminated sending fieldstaff out to leave door hangers whenthey are coordinating a plannedoutage.Find out the benefits in reducing costsand the added benefits to field and callcenter areas. This panel will sharewhat they are doing and their specificbenefits.

Best Practices in FieldSafetyGlenda Barton, Sr Dir, Learning &

Chief Safety Officer, SaskPowerPatrick Dunn, Mgr, Special Field

Operations, Baltimore Gas &Electric Company

Objectives:• Hear how companies are

improving their field safety andtheir total recordable incident rate;

• Learn how these safety programsaddress issues with changingweather, culture and changingworkforce;

• Bring back ideas for improvingyour safety programs.

Safety is one of our largest concerns.Many utilities have made tremendousstrides on safety related activities andare still continually challenged withweather, new hires and culturalaspects that present challenges. Jointhis panel to hear from two utilities onhow they are making improvements.Hear how these utilities haveundertaken initiatives to improve thesafety of their field staff. Thisworkshop will include their strategiesand results.

Developing the EvolvingField WorkforceObjectives:• 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 utilitiesare dealing with various fieldworkforce issues. JacksonvilleElectric will discuss the greyingworkforce as increasing percentagesof the field workforce are eligible forretirement. Jacksonville will discusstheir plans to continue great customerservice in the field while transitioningto a new workforce. The City ofRichmond will share ways to handleworkforce turnover, employee needfor advancement and growth and theutility’s desire to improve customerservice. This utility developed asuccession plan and trainingcertification elements that are creatingpositive change.

Achieving 100%Appointment SchedulesObjectives:• Managing appointment windows;• Making sure you have the crews

available;• Scheduling and routing system

allows you to adhere to and meetthe appointment windows.

WE Energies has achieved a 100%adherence to scheduled appointments

Taking Payments in theFieldPatrick Dunn, Mgr, Special Field

Operations, Baltimore Gas &Electric Company

Objectives:• Hear about the challenges,

benefits and impacts of takingpayments in the field;

• Two company approaches tomeeting this expectation;

• What you need to know beforeimplementing these capabilities.

PUC required payments in the fieldbut utilities didn’t want to go back toaccepting cash so hear how utilitieshave added mobile apps for fieldpayments. Hear about challenges,benefits and how this has changedpayment processing for theseutilities.

Field Customer Servicecontinued


31

to meet customer expectations. Hearabout their strategy to improve servicelevel in this area and how theyachieved that goal.

Impact of MeterAccessibilityJeffery Bolls, Manager, Southern

California Edison CompanyMichael Kelly, Manager, Collection

Operations, PSE&G

Objectives:• Hear about the various meter

accessibility issues;• Learn about the procedures and

policies companies are implement-ing to handle inaccessible meters;

• How utilities are balancing thecustomer needs and the utility’sneeds.

Strategies &ManagementEvolving Hiring and StaffDevelopment StrategiesLawrence Womack, Director, HR

Operations, Oncor ElectricDelivery

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 andopportunities exist for today’s utilities.In this session Oncor will share theirstrategies for hiring, retaining andtraining employees for the 21stcentury utility. The traditionalconcepts of entry level positions arechanging as the complexity of theutility technology continues to evolveat a fast pace. Oncor will also discusstheir new programs for leadership,mentoring and staff development.

Are You Ready for DigitalUtility Business?Zarko Sumic, VP, Distinguished

Analyst, Gartner, Inc.

Objectives:• What drives utilities toward

information centricity;• How access to information enables

emergence of digital business inthe utility sector;

• What should utilities do to getready for digital business?

Utilities are being forced into a periodof disruptive change caused by thedrive for a more sustainable energyfuture, emergence of nexus of ITforces and the proliferation of theInternet of Things. Blurring of thedigital and physical worlds andconvergence of people, business andthings, challenges existing businessmodels and creates new revenueopportunities. In the utility sector,where the core business of supplyingenergy to a "passive" consumer hasbeen virtually unchallenged for almosta century, digital business will play akey role as an enabler of energy-provisioning transformation andempowerment of consumers. In thedigital business era, utilities shouldlearn how to better leverageinformation flow from multipletechnology domains, including IT,operations technology (OT) andconsumer technology (CT). To

succeed, utilities must shift theirfocus from being cloud providers ofcommodity services, to becominginformation utilities capable ofdelivering compelling digitalbusiness moments.

Rethinking Customer Carefor Our Connected WorldTodd Arnold, Managing Principal,

Smart Customer Insights, LLC

Objectives:• How digital connectivity is

redefining customers’requirements for customerexperience excellence anddisrupting utility customerservice models;

• How competition for thecustomer relationship is makingyou irrelevant if you’re notengaging too;

• The new prerequisites for serviceexcellence in a digital world.

Todd Arnold, author of the soon-to-be-released book “Rethinking UtilityCustomer Care: Satisfying YourAlways-Connected, Always-OnCustomers” will discuss howubiquitous digital communication istransforming customers’ expectationsand its implications for utilitycustomer service leaders.

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Best Practices in CISImplementation – SmallUtilityLaura Evans, Customer Service

Manager, Padre Dam MunicipalWater District

Denise L. Kruger, SVP, RegulatedUtilities, Golden State WaterCompany

Objectives:• Considerations for selecting a

CIS product and implementationpartners;

• Key project managementpractices for CIS implementation;

• How to adapt new, best practicebusiness processes through theCIS implementation process.

Implementing a new CIS is achallenge from picking the rightproduct and partners, to maintainingcustomer satisfaction and smoothdaily operations duringimplementation, to leveraging thenew system to improve businessprocesses. This panel includes avariety of utilities illustrating howthey successfully tackled thechallenge. Panelists will addressmultiple perspectives includingselection strategy, projectmanagement, change management,conversion activities and businessprocess improvement.

The Evolving IVR ValuePropositionWilliam Clayton, VP, Customer Care

Operations, Reliant Energy, Inc.Herb Firsching, Int Dir, Customer

Ops, Gainesville Regional Utilities

Customer usage of Interactive VoiceUnits is on the decline. Yet IVRsremain an important channel,particularly for utilities, to ensuresupport during emergencies. Theseutilities will share their approach tocontinued use of IVR, areas ofinvestment and points of integrationwith other technologies.

Strategies for Building DataAnalytics CapabilitiesEileen Brannon, Dir, Performance

Mgmt, OncorJoe Cunningham, Mgr, Mkt & Cust

Analytics, Duke Energy

Objectives:• Staffing for data analytics;• Technology options and

approaches;• Organizational home for analytics:

standalone or integrated inoperational groups?

Utilities are using a variety ofapproaches to build data analyticscapabilities within their organizations.Two utilities share their approaches totalent acquisition, technologyimplementation and leveragingoutside services for creating andexpanding data analytics practices.

Getting Business Valuefrom CustomerEngagementChet Geschickter, Research Director,

Energy & Utility, Gartner, Inc.

Objectives:• Understand a framework for

defining utility customerengagement that you can apply toyour organization;

• Identify success metrics and keyperformance indicators forcustomer engagement;

• Establish a portfolio oftechnologies for cultivating andleveraging customer engagement.

Much of the industry dialog aboutcustomer engagement is eithernarrowly focused on individualfeatures and channels – such as outagereporting apps for smart phones, orbroad and unfocused without a cleardescription of the business objectivesand purpose for customerengagement. In this presentation, youwill learn how customer engagementties to broader utility organizationbusiness objectives and receivespecific guidance on how to measureperformance in customer engagementto gauge business contribution. Youwill also learn about technologies forbuilding an enterprise infrastructure tosupport and continuously improvecustomer engagement.

Organizational ChangeManagement: One SizeDoes Not Fit AllLaura Butler, Director, Business

Solutions, Central Hudson Gas &Electric Corp.

Objectives:• Assess the impacts and risks of

change related to change withinorganizations;

• Devise strategies, approaches andplans to manage and lead change;

• Measure the effectiveness ofchange efforts.

A panel discussion of utilities ofdifferent sizes, services and marketspresent their approaches to changemanagement.While there are many methods andtools which can be used in changemanagement, each organization isunique and requires a tailoredapproach to change management. Thepresentation will include lessonslearned from past change initiatives –what each utility would and would notdo again.

Aligning Business Visionwith IT StrategyKarl Craig, Sr Systems Analyst, City

of Tampa, Water DepartmentStacey 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

Strategies &Managementcontinued


33

• Current industry trends in Water,Wastewater and Solid Waste(Device Management).

The City of Tampa Water Departmentpublished a Strategic Plan in 2012with the following vision: “We will berenowned for high quality water andthe outstanding manner in whichcustomers are served throughsuccessful implementation of theStrategic Plan.” The Technology andInfrastructure (T&I) Department at theCity has aligned their own plan suchthat it provides a roadmap fullysupporting that vision. The focus areasof the plan include sound financialand economic planning, qualitycustomer service and partnershipswith other entities that fostereconomic growth. This presentationdiscusses the integrated customersystem’s origin in a technology masterplan, how the new T&I plan activelysupports the businesses at the City andthe positive results that are beingachieved from this approach.

Exhibitor ShowcasesIdentifying & Achieving theBenefits of Your CISInvestmentTodd Weisrock, Advisor, Power &

Utilities Customer Operations,PwC

Objectives:• Provide insights into how to

identify a comprehensive set ofpotential CIS / CustomerTransformation benefits that alignwith corporate and customeroperations strategies;

• Describe the steps required to alignproject and operational activitiesand people to maximize therealization of benefits;

• Discuss the continuousimprovement cycle and creatingthe capabilities and culturenecessary to optimize theoutcomes of your CIS / CustomerTransformation investments.

Identifying business benefits that aCIS project can deliver and achievingbuy-in from stakeholders is asignificant challenge. Once benefitsare identified and included in yourbusiness case, having the focus andstructured approach in place to alignyour project teams and workforce toachieve them can be even moredifficult. This workshop providesinsights into how to effectivelyidentify and deliver benefits bytreating your CIS replacement as aCustomer Transformation initiative,rather than a technology project. Itwill also cover how to get the mostout of your investment, over time.

Making the Most of YourData with AnalyticsJeffrey Owen, Senior Product

Manager, Itron, Inc.

Objectives:• Discover how analytics can

improve your customer servicesupport;

• Learn how analytics can help yourcustomers answer their ownquestions about gas and waterusage;

• Understand how analytics canprovide actionable intelligence toimprove utility operations andasset management.

This workshop is targeted at gas andwater utilities that want to use theirAMR or AMI systems to do more thansimply create bills for their customer.The Itron Analytics tool provides anoperational database for consumptionand meter event data. This interfaceoffers visualization and reporting toolswith easy data access, analytics andactionable intelligence to improvecustomer service responsiveness,utility operations and assetmanagement.

Smart Customer Mobile(SCM®) - GenX IntelligentCustomer EngagementSolutionLance Brown, VP, Customer Service,

Smart Utility Systems

Objective:• To ensure the elevated return on

investment for the billions ofdollars invested by the utilities inAdvanced Technologies like SmartGrid, AMI etc. through SmartCustomer Mobile (SCM®).

Rising customer demands, changingutilities business model and constantregulatory pressure has forced theutilities to refine their customerengagement strategies. This workshopdefines how SCM® delivers amplebenefits to utilities and its customersand outlines the current and futuredigital customer strategy andengagement functional areas to drive

utilities’ saving, efficiency andsatisfaction. Smart Utility Servicesanalyzes these customer digitalengagement requirements and offerssmart customer mobile utilityresidential and commercialcustomers, professionals andcustomer service representatives.SCM® is a proven industry leading#1 turnkey solution for CustomerEngagement that promotes demandresponse, energy efficiency and iscoupled with our customer analyticsplatform that predicts customerbehavior, provides administrativereports and effective usermanagement.

The Modern CIS:Accelerating ExcellenceBill Devereaux, VP, Industry

Strategy, Oracle Utilities

Objectives:• Discuss new approaches to major

technology upgrades such asCustomer Information Systems;

• Explore how utilities canimplement systems quicker, at alower cost and with less risk;

• Identify ways to get more valueout of your system investments toaddress changing market needs.

The utilities industry is transformingrapidly. Facing constant pressurefrom market forces and evolvingconsumer expectations, utilityleaders have recognized the need toaddress the pace of change byadapting business processes andsupporting new technologies.

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Meeting this challenge successfullywill require a commitment to rapidinnovation and the technology tosupport it.

Building CustomerRelationships ThatGenerate New RevenueCaroline Winn, VP, Customer

Services & CPO, San Diego Gas& Electric

Justin Segall, President & Founder,Simple Energy

Objectives:• Learn best practices for

successfully deliveringmeaningful experiences tocustomers through digitalengagement programs;

• Learn how taking customerengagement programs beyonddata display can transform theutility;

• Learn why building mutuallybeneficial customer relationshipscan open the potential for newrevenue through additionalofferings.

Discuss why utility companiesshould take a page from theplaybook of industries that haveleveraged customer relationships tochange their business model. We will

look at how utilities are usingengagement programs to buildmutually beneficial relationships withtheir customers today and why this isthe key to tomorrow’s success. Wewill also explore how even in a highlyregulated business environmentutilities can build customerrelationships that open opportunitiesfor revenue growth.

Incentivize Customers toImplement Energy SavingRecommendationsVikram Shivashankar, Sr Manager -

Consulting, Cognizant BusinessConsulting

Objectives:• Discuss strategy to build a

personalized customer engagementmodel for customers usingmultiple energy audits to motivatethem to understand and implementenergy saving actions;

• Discuss the approach of howutilities should view all customeractions that build customerjourneys through audits andeducation.

Customer Analytics:Discover the ValueKim Gaddy, Vice President, Utility

Analytics Institute, a division ofEnergy Central

Bob Geneczko, Vice President,Customer Analytics, UtilityAnalytics Institute and retired VicePresident - Customer Services, PPLElectric Utilities

Objectives:• Review the customer operations

and customer engagementchallenges faced by utilities

• Discover how customer analyticscan address these challenges anddeliver business value

• Explore the ingredients necessaryfor customer analytics success

Utilities face daunting challenges –and many involve the utility customer.There is pressure for utility customeroperations to become more efficientand effective. Customer and regulatorexpectations about what constitutescustomer service excellence arechanging. Increased participation isneeded in customer programs toreduce operational costs and to achieveenergy efficiency and peak loadreduction targets. This session willexamine how utilities are applyingcustomer analytics to address thesecustomer-related challenges andgenerate business value.

Exhibitor Showcasescontinued

Excellence AwardsInnovation in CustomerServiceAward winners from one large andsmall utility will present an overviewof their successful innovativeapproach to improving customerservice in the meter-to-cashCustomer Experience Lifecycle.

Best CIS ImplementationAward winners from one large andsmall utility will present an overviewof their highly successful CIS projectimplemented during 2014-2015 thatenhanced their customer informationsystems, benefitting both customersand the utility.

Best MobilityImplementationAward winners from one large andsmall utility will present an overviewof their innovative approach toimproving customer service in themeter-to-cash Customer ExperienceLifecycle when mobility was appliedto meet customer needs.

Best Smart InfrastructureProjectAwards winners from one large andone small utility will present anoverview of their successfullycompleted pilot or large-scaleimplementation during 2014 or 2015that optimized AMI/MDM or relatedtechnologies.


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Thank You 2015 SponsorsSincere appreciation is extended to all Sponsors supporting CS Week through their investment of time, energy and resources...

Oracle Utilities - Hotel Room KeysOracle Utilities - Escalators - Exclusive in CCOracle Utilities - eNewsOracle Utilities - CS Week SplashOracle Utilities - Window ClingsVertexOne - Executive Perspectives VideoVertexOne - CS Week SplashItron, Inc. - BagsSAP - Conference WebsiteSAP Americas - Attendee OrientationOpower - Wednesday Co-Networking BarOpower - Customer Engagement Workshop TrackTendril - Thursday LuncheonTendril - Registration CountersTendril - NotepadsCognizant - Welcome ReceptionCognizant - Street Level Wi-FiEY - Badges & LanyardsEY - Thursday Ballroom Level Wi-FiMicrosoft - Wednesday Continental BreakfastMicrosoft - Water ReceptaclesMicrosoft - Key Account Forum AdvocateSimple Energy - Tuesday Success Stories Webinar SeriesSimple Energy - Winter NewslineSmart Utility Systems - Cyber Café in Exhibit HallTMG Consulting - CS Week Splash

TMG Consulting - Exhibit Hall Aisle SignageTMG Consulting - Registration ConfirmationWipro - On-Site GuideWipro - Exhibitor CatalogWipro - Wednesday Ballroom Level Wi-FiMetrix Matrix, Inc. - Official Survey SponsorComverge - Spring NewslineFerranti Computer Systems NV - Wednesday LuncheoniFactor - Charging StationsUsablenet - Thursday Continental BreakfastMilestone Utility Services, Inc. - Attendee DirectoryOrigin Consulting, LLC - Exhibit Hall LoungeBlack & Veatch Corporation - Wednesday Co-Networking BarBroadridge Financial Solutions - Wednesday Co-Networking BarDiamond Concepts - Wednesday Co-Networking BarKUBRA - PensAllconnect - Window ClingsMeridian Integration, LLC - Wednesday Refreshment BreaksCastel - Conference RoomDesert Sky Group - Strategies and Management Workshop TrackHansen Technologies - Information DeskItineris - Door HangerLevel One - Payments Workshop TrackLexisNexis - Credit & Collections Workshop TrackLucidity Consulting Group - Green and Clean Hand Sanitizer StationsNexant Inc. - Billing Workshop Track

CS Week RegistrationBecause 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 isavailable for a limited time only and must be made by phone. Please contact Julie Shankles, Registration Manager [email protected], (903) 893-3214 or direct at (903) 821-8631 during office hours. Monday through Friday, 8:00a.m. - 5:00 p.m. CST.

http://www.csweek.org/web/Online/Registration/Online/Registration/Registration.aspx

http://www.csweek.org/web/Conference/Sponsors/Conference/Sponsors.aspx

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Platinum

Silver

Gold

Thank You Sponsors

List current at time of printing

HOST UTILITY SPONSOR:

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

http://www.csweek.org/web/Conference/Sponsors/Conference/Sponsors.aspx

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ON-SITE REGISTRATION HOURSSunday, April 26 ................................................................................ 9:00 am - 5:00 pmMonday, April 27 ................................................................................ 7:00 am - 5:00 pmTuesday, April 28 ............................................................................... 7:00 am - 6:00 pmWednesday, April 29 ......................................................................... 8:00 am - 11:45 am

EARLY REGULAR ON-SITE(Now - 03/02/15) (03/03/15 - 04/24/15) (beginning 04/26/15)

UTILITY | EXHIBITOR $925US $1,025US $1,125USNON-EXHIBITOR* $2,500US $2,500US $2,500USThe full registration fee includes admission to the breakfasts and keynote speakers’ presentations, Exhibit Hall luncheons, CS WeekConference workshops and all social and networking functions including, but not limited to, Exhibit Hall receptions and the perennialfavorite – the CS Week Special Event. For three and a half days, you will be surrounded by hundreds of utility professionals looking totake the latest information and newest solutions back to the office.

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

1. Web: www.csweek.org2. E-mail: [email protected]. Call: 903-893-3214 or direct 903-821-86314. Fax: 903-893-61365. Mail: CS Week | 2612 W Lamberth Rd, Ste 300 | Sherman, TX 75092-51835 EASY WAYS

TO REGISTER:

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

April 28 - May 1, 2015

April 27, 2015

April 26-28, 2015

Register 4Pay for 3Details on page 35

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

CS Week College registration is intended for utility and governmental employees only.*Discounted College registration fee if you register for CS Week College in addition to Conference 39 (see fees above).

311 Synergy Group registration is $199. Billing & Payments, Credit and Collections, Customer Engagement, Field Services, Legacy CISand Smart Infrastructure Synergy Group registration is $125. Hansen Banner CIS, Oracle Utilities, SAP and Systems & Software SynergyGroup registration is complimentary. Synergy Group registration for utility and governmental attendees only (with the exception of SmartInfrastructure). Admittance to session is subject to presenter approval. The 311 CS Week Synergy Group is scheduled for April 26-28,2015.

http://www.csweek.org/web/Online/Registration/Online/Registration/Registration.aspx

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CS Week Exhibit Hall Is Your Daily Destination

Tuesday, April 28Exhibit Hall Hours

1:00 - 6:00 pm

Welcome Reception4:00 - 6:00 pmSponsored by:

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 ExhibitHall as are the afternoon receptions. Take advantage of the private demonstrations Wednesday and Thursday that you set up with exhibitors andsponsors of interest to you and your utility.

Thursday, April 30Invitation-Only

Consultations/Demos9:00 - 11:00 am


Exhibit Hall Luncheon11:45 am - 12:30 pm

Sponsored by:

Dessert & CoffeeReception1:30 - 2:30 pmSponsored by:

Wednesday, April 29Invitation-Only

Consultations/Demos9:00 - 11:00 am


Exhibit Hall Luncheon12:30 - 1:30 pmSponsored by:

Networking Reception4:30 - 6:30 pm

Co-Networking BarsSponsored by:

CanadianNetworking Reception

4:30 - 5:30 pm

2015’s Splashy Vehicle Giveaway“Get Your Motor Running” won’t be just a song from Thursdaynight at NASCAR Hall of Fame if yours is the name called Fridaymorning at the conclusion of the General Session. All the completedcar drawing entries take a final turn in the hopper before one card ispulled. Hope you’re the lucky winner driving home in a 2015 MazdaMX-5 Miata. Good luck!

http://www.csweek.org/web/Conference/Exhibit_Hall.aspx

http://www.csweek.org/web/Conference/Activities/Vehicle_Giveaway/Conference/Vehicle_Giveaway.aspx

39

List current at time of printing

Exhibitors

Media Sponsors and Affiliates:

AAC Utility PartnersAccelerated InnovationsAllconnectAllied GlobalAllison Payment Systems, LLCBlack & Veatch CorporationBroadridge Financial Solutions, Inc.Bull City Financial Solutions, Inc.Cash Cycle Solutions, Inc.CastelCentral Service AssociationCentric ConsultingCitiCognizantComvergeConsultancy by Kingfisher, Inc.Continental Utility Solutions Inc (CUSI)CreditronCS WeekData MigratorsDiamond Concepts and ConsultingDST Customer CommunicationsEGS - Expert Global SolutionsEnergy CentralExceleron Software, LLCEYFerranti Computer Systems NVFidelity ExpressFiserv

GC ServicesHansen TechnologiesHarris UtilitiesHigh CottonHomeServe USAIBMiFactorInsightAtlast, LLCInvoice Cloud, Inc.Itineris NA. Inc.Itron, Inc.KUBRALevel OneLexisNexis Risk SolutionsLucidity Consulting GroupMeridian Integration, LLCMetrix Matrix, Inc.MicrosoftMilestone Utility Services, Inc.Millennium Consulting LLCMosaicNexantONLINE Utility ExchangeOpowerOracle UtilitiesOrigin Consulting, LLCOSG Billing ServicesPace Public PayPayment Service Network, Inc.

PaymentusPaymentVisionPayNearMe, Inc.Performance Technology Partners, LLCPlanetEcosystems, Inc.Point & PayPPLSolutionsProfessional Recovery Consultants, Inc.Public Utilities FortnightlyPwCRCHRouteSmart Technologies, Inc.SAP AmericasSilverBlaze Solutions Inc.Simple EnergySmart Utility SystemsSplit Rock Consulting, Inc.SunGard Public SectorTendrilTIO NetworksTMG ConsultingUtilitecUtility Solutions PartnersUsablenetVerint Systems, Inc.VertexOneVoice Products, Inc.Western Union® PaymentsWipro Ltd

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

http://www.csweek.org/web/Conference/Exhibitors/Conference/Exhibitors.aspx

http://www.csweek.org/web/Online/Media/Online/Media.aspx

CS Week announces the 2015 Expanding Excellence Awards, designed to recognize and salute excellence in utilitycustomer service. The roster of previous winners is marked with innovation, diligence and the teamwork to createsignificant improvement within your utility.

Team members from each of the 2015 winning utilities, both large and small, will pair up to conduct workshops on theirwinning projects in:

Best Mobility Implementation | Best CIS Implementation

Best Smart Infrastructure Project | Innovation in Customer ServiceThe workshops will be identified on the schedule by category.

PRINT MEDIA PARTNER:

NONPROFITORGANIZATIONU.S. Postage

PAIDCS Week

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

http://www.csweek.org/web/Awards

Setting the Standards of Excellence Higher - CS FormsIn fact, almost everyone you’ll meet at CS...

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