Credit & Collections 2016
June 22-23, 2016 | Indianapolis, IN
At EUCI’s “14th Annual Credit and Collections for Utilities conference”, attendees will hear new strategies from utilities, industry experts, and researchers as they share ideas, potential solutions, as well as the challenges on the horizon in this critical effort to improve collections. This event will offer an educational atmosphere for utility credit and customer service professionals where they can learn new strategies to increase cash flow and reach a higher level of effectiveness in the handling of delinquent accounts.
- Demonstrate ways to optimize internal collection efforts to manage accounts receivable, minimize write-offs, and reduce allowance for doubtful accounts
- Explain how having proactive collection and debt mitigation strategies in place will help keep write-offs low when migrating to a new CIS
- Discuss different ways of pursuing debt recovery
- Evaluate how payment arrangement changes are making positive impacts on customer debt levels
- Review what utilities need to know and implement in order to be TCPA compliant
- Discuss effective techniques for collections shared from other sources
- Explain how effective door knocking techniques will increase revenues and improve safety
- Discuss programs and processes that enable successful payment programs
- Critique solutions that enhance the management, recovery and production of A/R portfolios
Tuesday, June 21, 2016
12:30 – 1:00 p.m. :: Registration
1:00 – 1:15 p.m. :: Welcome and Overview
2:45 – 3:15 p.m. :: Networking Break
4:45 – 5:45 p.m. :: Networking Reception
DAY 2 AGENDA
Wednesday, June 22, 2016
8:00 – 8:30 a.m. :: Continental Breakfast
10:15 – 10:45 a.m. :: Networking Break
12:15 – 1:15 p.m. :: Group Luncheon
2:45 – 3:15 p.m. :: Networking Break
4:45 p.m. :: Conference Adjourns
PRE CONFERENCE WORKSHOP
TOOLS AND BEST PRACTICES FOR UTILITIES TO ENGAGE AND ASSIST THE LOW-INCOME CUSTOMER
Tuesday, June 21, 2016
8:00 – 8:30 a.m. :: Registration and Continental Breakfast
8:30 – 11:45 a.m.:: Workshop Timing
A utility’s low-income population is traditionally hard to engage with and drive adoption in programs that will assist and prevent them from falling into credit and collections. There are numerous best practices, programs and communication practices that a utility can leverage to more fully support this customer population. Partnering with other entities can assist utilities with moving these customers towards increased self-sufficiency so they are no longer reliant on aid and assistance.
- Demonstrate how to increase the understanding of the low-income customer population.
- Evaluate the nuances and challenges the low-income and hard to engage customer population face.
- Discuss how progressive utilities assist and engage this customer base.
- Critique why the focus should be moving from demand side management (DSM) to customer side management (CSM)
- Explore innovative techniques to improve outreach and prevent these customers from falling into credit and collections processes.
- Discuss the importance of data collection and partnering with other entities to assist the customer in becoming more self-sufficient.
- Introduction to the low-income and hard to engage customer.
- Examples of low-income self-sufficiency programs within the energy industry.
- Facilitated discussion with workshop participant’s focused on their experienced best practices and challenges working with this population
- The benefit of moving from demand side management (DSM) to customer side management (CSM) to best engage this customer base.
- Case studies highlighting the need for data collection, journey mapping and CSM outreach to best support and communicate with this population
Karim Shihata, Vice President, ICF International
Karim Shihata is an officer at ICF and manages a staff of 350+ people providing customer contact center and office support. He brings decades of successful project implementation experience and includes serving as a program and project manager, chief executive officer, budget officer, and career Marine Colonel. Mr. Shihata led the development of ICF’s contact center and business operation programs, including implementing ICF’s UCCE Telephony infrastructure. He has a successful history of delivering services for major programs that assist low-income populations, including project management for Hurricane Katrina housing relief, USDA Broadband, and Storm Sandy recovery in Connecticut.
Jodi Jones, Director – Technical Services, ICF International
As IT Director of Technical Services, Jodi Jones manages telephony, networking, system solutions, reporting and survey and research teams to support numerous clients across multiple industries. She led the development of a low-income disaster relief website, CRM and document management system that is now our model for future low-income implementations for the energy industry.
Ms. Jones manages and supports all databases that support inbound and outbound call center operations and supervises and trains the systems solutions team to support projects and tasks. She developed quality control systems that reduced application processing time and improved the accuracy of the applications processed. Also, she has developed customer service data intake systems to provide agents with scripts, an easily accessed knowledge base and workflows to route data to the required end users while providing detailed reporting to the clients. Additionally, Ms. Jones coordinates report designs and requirements with project staff, IVR staff, subcontractors and clients, and actively manages end to end designs of reports to support all programs and projects.
Elizabeth Tick, Senior Manager, ICF International
Elizabeth Tick provides her project management expertise to complex and sensitive programs, including low-income program management, application intake and validation, and public relation and communication. She manages the full lifecycle of a project, including IT system development, script development for contact center agents and training of temporary and permanent staff. Ms. Tick has also coordinated community outreach, report development and dissemination, and manages the development and maintenance of program policies and procedures. She has a successful history of delivering services that assist low-income populations, including project management for Storm Sandy recovery in Connecticut and low-income programs for energy clients.
Maureen Russolo, Vice President – Strategic Sales E Source
Maureen Russolo has extensive experience in the energy industry, insurance industry, and consulting practices in the areas of Customer Contact Centre Management, Customer Experience Management, Complaints Management, Journey-mapping, Operational Optimization, Change Management, and Strategic Planning. Before joining E Source, she worked at Union Gas Limited, developing and implementing the utility’s Customer Experience department, as well as managing escalated complaints and also led their MyAccount Implementation; at Green Shield Canada, she directed the organization’s national customer service operations for all lines of their business. Ms. Russolo is a founding member of the Customer Experience Professionals Association, a Certified Customer Experience Professional, and a Certified Change Management Professional. She is a graduate from the University of Western Ontario as well as Fanshawe College and is currently completing a degree in organization development at Regis University.
Sue Bell, Business Process Analyst, We Energies
Suzanne Bell has nearly 30 years’ experience with both electric and gas utilities. In her current position in the Credit and Collections department at We Energies, she supports Operations in the development of tactical and strategic goals intended to maximize productivity and collections. Most recently, Ms. Bell has led several project teams in the creation of web services products intended to streamline the collection process. She was an integral part of the team that developed an in-house Pay Plan Wizard, a tool that has significantly reduced the amount of time it takes phone staff to present payment options. Ms. Bell is currently working with a vendor to develop an AMI meter strategy for the company.
Jolisa Bagley, Customer Account Manager- Collections & Remittance Processing , Austin Energy
Paul Battaglia, Manager Credit, Revenue & Commercial, Arizona Public Service, APS
Sue Bell, Business Process Analyst, credit & Collections, We-Energies
Chris Clark, Director of Risk and Compliance, Neustar
Jeffrey Daigle, Senior Research Analyst- Customer Experience Practice, E Source
Keith Denlinger, VP Sales & Marketing, Helvey & Associates
Scott Dobson, Vice President, Operations, RCH
Erin Elmiger, VP, Business Development, RCH/Threshold
Eunice George, Collection Representative, Navajo Tribal Utility Authority
Usha K. Gupta, Director, Customer Insights and Standards, AT&T
Cynthia Henry, Director, Commercial Customer Service, Orlando Utilities Commission, OUC
Steven Kusic, CEO, National Recovery Agency
Mandi Lesher, Community Relations Officer, IREA
Jim Maynard, Credit Manager, Commercial/Industrial Customers, Southern Company
Robert Myers, Sales Executive, TCN
Sarah Valle, Manager, Credit & Collections, CenterPoint Energy
Hyatt Regency Indianapolis
One South Capitol Avenue
Indianapolis, IN 46204
To reserve your room, please call 1-317-632-1234 or book online at https://resweb.passkey.com/go/2016EUC2
Please indicate that you are with the EUCI group to receive the group rate.
The room rate is $149.00 single or double plus applicable taxes.
ROOM BLOCK DATES:
A room block has been reserved for the nights of June 20 – 21, 2016.
RATE AVAILABLE UNTIL:
Make your reservations prior to May 30, 2016. There are a limited number of rooms available at the conference rate. Please make your reservations early.
|Proceedings package||US $ 395.00|