7th Annual CIS for Utilities
August 21-22, 2017
Arlington, VA

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Overview

A Customer Information System (CIS) is far and away one of the most important and significant investments in technology that all electric, gas and water utilities make. It is at the heart of their business operations, which are so reliant on the meter-to-cash value chain.. The CIS is the glue that binds the consumption and metering process to payments, collections and other downstream processes that affect a company’s top line. In today’s rapidly changing times, utilities need to derive much greater customer value and insights from newer technology platforms.

Many utilities across North America have legacy CIS systems, which lack sufficient data capabilities to allow for a robust customer experience. The CIS supports many ancillary systems at utilities, which make replacing or extending it a necessary but complicated and critical effort that involves various parties. Replacing a CIS is an expensive and daunting project for utilities that requires a considerable amount of time and energy. On the other hand, a new CIS enables utilities to be timely and proactive in responding to customer requests, market forces and regulatory changes.

EUCI’s 7th annual CIS conference will bring together thought-leaders among utilities, industry experts, solution providers and integrators who will take a deep dive into the issues, pain points and resolutions around the CIS ecosystem. It will help attendees learn how utilities are filling the gap years before replacement and what type of cloud solutions are in play to take the burden off of the CIS. Attendees will also aquire tips on how to define a CIS strategy that can carry their utilities into the future.

Learning Outcomes

  • Discuss ways to improve a utility’s CIS implementation and increase the speed of adoption
  • Explain methods to set the foundation for a new customer information platform
  • Create a CIS project approach with checks and balances to streamline the overall process
  • Explain the methodology, tools and participants involved to evaluate a CIS replacement
  • Discuss the most current thinking in the utility space that will bring customer engagement to a new level
  • Examine the organizational needs that are necessary when selecting an integrated solution
  • Discuss the benefits and organizational change management related to CIS implementations

Credits

AP_Logo

EUCI has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).  In obtaining this accreditation, EUCI has demonstrated that it  complies with the ANSI/IACET Standard which is recognized internationally as a standard of good practice. As a result of their Authorized Provider status, EUCI is authorized to offer IACET CEUs for its programs that qualify under the ANSI/IACET Standard.

EUCI is authorized by IACET to offer 0.9 CEUs for this conference and 0.4 CEUs for the workshop.

 

Requirements for Successful Completion of Program

Participants must sign in/out each day and be in attendance for the entirety of the course to be eligible for continuing education credit.

Instructional Methods

The instructional content will be administered through case studies, panel discussions and PowerPoint presentations

Agenda

Monday, August 21, 2017

8:00 – 8:30 a.m. :: Registration and Continental Breakfast

8:30 – 8:45 a.m. :: Program Introduction


8:45 – 9:15 a.m. :: Welcome Address from Exelon

On behalf of Exelon, a FORTUNE 100 company and the nation’s leading competitive energy provider, Hallie Reese, Chief Customer Officer will welcome her power industry colleagues to the 7th annual CIS conference. Ms. Reese will describe the necessary steps that Exelon is taking to continually improve its customer care functions.

Hallie Reese, Chief Customer Officer, Exelon Utilities


9:15 – 10:00 a.m. :: Setting the Stage – The Value of CIS for Energy Utilities

This session will set the context, themes, and participatory discussion tone for the conference. Conference chair, Jon Brock will address the value and importance of the CIS for utilities in today’s rapidly changing times. Attendees will be invited to provide input regarding key discussion interests to highlight throughout the conference.

Jon Brock, President, Desert Sky L.L.C.

10:00 – 10:30 a.m. :: Networking Break


10:30 – 11:15 a.m. :: Making the CIS Call – from Vision to Decision

This session will focus on the initial decision to replace DC Water’s aging Customer Information System (CIS) and the process that led to the selection of the VertexOne CIS and Kona work management solutions. The presentation will cover the methodology, participants and tools used to evaluate the various options and highlight the reasons for DC Water’s decision.  It will also discuss the rationale for selecting a cloud based solution rather than the traditional on-premise option.

Tom Kuczynski, CIO, DC Water


11:15 a.m. – 12:00 p.m. :: Implementing a New CIS: The Washington Gas Experience

Taking the right approach to implementing a well-functioning system, as well as meeting customer expectations, is easier said than done. Implementing a new CIS presents challenges for all utilities from picking the right product and partners, to maintaining customer satisfaction and smooth daily operations during implementation, to leveraging the new system to improve business processes. Washington Gas experienced one of the most successful CIS implementations in recent years. In this session, Washington Gaswill share its selection strategy, project management, conversion activities and more.

Mark Shaver, CIS Project Director, Washington Gas

12:0 – 1:0 p.m. :: Group Luncheon


1:00 – 2:15 p.m. :: Utility CIS Needs and Strategies: Panel Discussion

Customer Information Systems (CIS) are the foundation upon which utility business operations and revenue collection rest. With greater customer choice in electric and gas providers, more distributed energy resources being added to the grid, and the expansion in advanced metering technology and meter data management systems, utilities see a need to stay close to their customers. Utilities want to continue “owning” the customer relationship regardless of their choice of service provider. As utilities consider modifying or replacing their legacy CIS, it is important for them to reconsider their business processes, technical and functional specifications and requirements, and define the business case and value proposition for modifying versus replacing their CIS. This panel will discuss CIS needs and strategies, and discuss current thinking to foster greater and sustained customer engagement and loyalty, and examine the organizational needs to be considered when modifying or replacing a CIS.

Moderator:

Paul A. DeCotis, Senior Director and Head East Coast Energy & Utilities Practice, West Monroe Partners, LLC

Panelists:

Carlos Nouel, VP of New Energy Solutions, National Grid

Rob Biagiotti, VP Customer Operations, Baltimore Gas and Electric


2:15 – 3:15 p.m. :: Setting a New Industry Benchmark for Complex CIS Implementations: It Can Be Done

In this session, attendees will learn about the best practices and methodologies used to implement the new industry benchmark set by Arizona Public Service’s CIS Transformation Program, CiNERGY. A third party independent quality assurance vendor, involved

in more than 200 CIS implementations, rated the APS CIS implementation as the best in the industry setting a new industry benchmark for these types of complex programs.

APS will discuss what they did to set a new industry benchmark and how this “secret sauce” can be scaled and applied to any project, program or enterprise portfolio.

Jassi Arora, Director, CIS Replacement Program, Arizona Public Service (APS)

Christine Gonzales, Program Management Office Lead, Arizona Public Service (APS)

3:15 – 3:45 p.m. :: Networking Break


3:45 – 5:00 p.m. :: Open Vendor/Sponsor Panel Discussion

CIS transformations carried out in the 1990s included massive modification efforts before implementation. These CIS implementations are already proving inadequate for handling the influx of changes brought about by regulation and innovations such as the smart grid, electric vehicles, mobile technologies and self-serve portals. In this interactive panel discussion, vendors will respond to audience inquiries on how their CIS has changed to accommodate these innovations,how to mitigate inherent implementation risks, and to learn about what could work best for your utility.

Moderator

Jon T. Brock, President, Desert Sky Group, LLC

Panelists:

Steve Wenke, Managing Partner, AAC Utility Partners

Kim Schafer, Vice President – Industry Principal, Vertex Business Services

Neel Gulhar,Senior Director, Product Marketing, Oracle Utilities

Ted Mazza, Senior Manager, Energy & Utilities Practice, West Monroe Partners, LLC

5:00 – 6:00 p.m. :: Networking Reception


Tuesday, August 22, 2017

8:00 – 8:30 a.m. :: Continental Breakfast


8:30 – 9:30 a.m. :: Using Customer Journey Mapping as the Cornerstone for CIS Replacement

Madison Gas & Electric (MGE) knew it was time to replace its CIS. It was also time to reaffirm that customer experience was a top priority at the company. The utility used the CIS replacement as an opportunity to unite all employees-from leadership to frontline staff-around understanding and improving key moments of truth through customer journey mapping. Best of all: the insights gleaned through journey mapping would guide and enhance the CIS project implementation.

Sarah Zepnick, Customer Experience Manager, Madison Gas and Electric (MGE)

Melanie Wemple, Managing Director, E Source


9:30 – 10:15 p.m. :: Life after a CIS Implementation

The utility survived its CIS implementation!! Now what? Intermountain Rural Electric Association (IREA) will share some of the process changes that happened after “go-live” and best practices for on-going training and testing. IREA continues to update its business process and create efficiencies as the G&T continues to learn its CIS system. Employee engagement will still play a big role after implementation. IREA’s Billing Services Director will detail how the utility prepared for its CIS upgrade and what it has learned from previous upgrades.

Jennifer Tran, Billing Services Director, Intermountain Rural Electric Association (IREA)

10:15 – 10:45 a.m. :: Networking Break


10:45 – 11:45 a.m. :: Utility CIS Roundtable Discussion

In this panel discussion, utilities will discuss successes and challenges relating to their CIS projects and related ecosystems. Utilities will have the opportunity to talk with their counterparts about any relevant tips and pointers. The roundtable session will also provide attendees and panelists the opportunity to brainstorm ideas for developing new initiatives.

Sarah Zepnick, Customer Experience Manager, Madison Gas and Electric (MGE)

Vicki Weber, Vice President, Blue Heron Consulting (ret’d Director, Avista Utilities)

Jennifer Tran, Billing Services Director, Intermountain Rural Electric Association (IREA)

11:45 a.m. :: Conference Adjourns

 

Speakers

Jassi Arora, Director, CIS Replacement Program, Arizona Public Service (APS)

Rob Biagiotti, VP Customer Operations, Baltimore Gas and Electric

Jon T. Brock, President, Desert Sky Group, LLC

Paul A. DeCotis, Senior Director and Head East Coast Energy & Utilities Practice, West Monroe Partners, LLC

Christine Gonzales, Program Management Office Lead, Arizona Public Service (APS)

Neel Gulhar,Senior Director, Product Marketing, Oracle Utilities

Tom Kuczynski, CIO, DC Water

Carlos Nouel, VP of New Energy Solutions, National Grid

Hallie Reese, Chief Customer Officer, Exelon Utilities

Kim Schafer, Vice President – Industry Principal, Vertex Business Services

Mark Shaver, CIS Project Director, Washington Gas

Jennifer Tran, Billing Services Director, Intermountain Rural Electric Association (IREA)

Vicki Weber, Vice President, Blue Heron Consulting (ret’d Director, Avista Utilities)

Melanie Wemple, Managing Director, E Source

Steve Wenke, Managing Partner, AAC Utility Partners

Sarah Zepnick, Customer Experience Manager, Madison Gas and Electric (MGE)

Location

Hyatt Regency Crystal City at Reagan National Airport
2799 Jefferson Davis Hwy
Arlington, VA 22202

To reserve your room, please call 1-703-418-1234
Please indicate that you are with the EUCI group to receive the group rate.

You can use this link to make your reservations online

https://aws.passkey.com/go/euci082017

Room Rate:

The room rate is $109.00 single or double plus applicable taxes.

Room Block Dates:

A room block has been reserved for the nights of August 20 – 21, 2017.

Rate Available Until:

Make your reservations prior to July 25, 2017. There are a limited number of rooms available at the conference rate. Please make your reservations early.

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