By - Danielle Duignan

Utility Billing and Payments Conference
August 26-27, 2020 | Online :: Central Time

Download PDFPrint Event Details
 

Overview

If this event is of interest you may also be interested in this related event

Transforming your Customer Platform & Experience:The CRM/CIS Evolution , August 25, 2020 | Online

The coronavirus outbreak has caused far-reaching concern and economic hardship for consumers, businesses and communities across the globe. As a direct result of the pandemic, utilities need to be aware of the long-term impact of changing economics on their financials and manage their credit risk carefully. Most customers only think of their utility when they submit a payment, and that means billing and payment interactions can quite literally define the utility customer experience. With payment offices closed and many customers staying at home, digital channels like mobile payments became even more important than before.

Utilities can improve cash flow by continually adapting to the changing communication needs of customers and perhaps offer special support programs, new payment plans, and tariff adjustments. Utilities need to continue to acknowledge their customers with targeted communications and solutions. This online conference brings together utility and industry experts who must interact daily with customers, the billing process and payment systems during these difficult times.

Learning Outcomes

  • Review lessons learned from the pandemic and programs that utilities have implemented
  • Explain how to leverage technology across the company to increase operational efficiency and lower costs
  • Discuss how to improve collections, reduce bad debt and enhance customer engagement
  • Address what utilities in North America are doing to bill their complex accounts
  • Explain how utilities can create great workplaces that maximize your team’s engagement and potential
  • Discuss how to leverage new billing channels to improve customer communications
  • Create data governance strategies to improve the billing and payments process

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 0.9  IACET CEUs for its programs that qualify under the ANSI/IACET Standard.

EUCI is authorized by IACET to offer 1.0 CEUs for this event.

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

Case Studies, Panel Discussions and PowerPoint presentations

Agenda

Wednesday, August 26, 2020 – Central Time

8:45 – 9:00 a.m. :: Log In

9:00 – 9:15 a.m. :: Opening Announcements


9:15 – 10:00 a.m. :: Setting the Stage – Trends in Utility Billing/Payments

This session will set the context, themes, and participatory discussion tone for the conference. Conference chair, Jon Brock will present current trends in the market as it relates to Billing and Payments in the utility industry from recent survey data. Mr. Brock will also talk about how utilities can engage customers and managing credit risk during the pandemic. Attendees will be invited to provide input regarding key discussion interests to highlight throughout the conference sessions.

Jon Brock, President, Desert Sky Group, LLC

10:00 – 10:05 a.m. :: Short Break


10:05 – 10:50 a.m. :: Improving Payments Through Voice Enabled Devices

AEP is among the first electric companies in the United States to give customers the opportunity to view their account balance, pay their bill, check their energy usage, and get outage status information through Amazon Alexa and Google Assistant voice enabled devices. In this case study, you’ll hear how AEP researched customer goals and behaviors, focused on a prioritized set of features, crafted two-way conversations, and launched this new channel to its customers.

Eric Davis, Digital & User Experience Manager, American Electric Power (AEP)

10:50 – 11:00 a.m. :: Short Break


11:00 – 11:45 a.m. :: How Billing and Payments Can Make or Break the Utility Customer Experience

For many customers, their only interaction with their electric or gas utility is during billing and payment; it’s critical to get those interactions right because they often define the customer experience. Enhancing the customer bill and payment experience may seem like a simple proposition, but utilities often encounter challenges when they forget to include customers in the process. Join us to learn how E Source approaches bill and payment initiatives, get best practices for integrating the customer into your strategy, and learn what’s working to improve the customer experience for other utilities. 

Melanie Wemple, Managing Director, E Source

11:45 – 11:50 a.m. :: Short Break


11:50 a.m. – 12:30 p.m. :: The Benefits of Innovative Pre-Payment Programs

In this session, Sheila Pressley will share how JEA’s more than 20,000 prepay customers consume between 8%-10% less (weather normalized and excluding disconnection periods) than post-paid customers. The energy savings result when customer leverage next-day consumption/cost data to make meaningful changes to control their utility consumption thereby improving collections at the same time. Ms. Pressley will also provide updates on JEA’s COVID related servicing accommodations. These changes in customer behavior from the pandemic as well as the utility’s response were enlightening to JEA.

Sheila Pressley, Director, Customer Revenue Services, JEA

12:30 – 1:15 p.m. :: Lunch Break


1:15 – 2:00 p.m. :: Evolution of Payments

Worldpay from FIS Global has brought an evolved payments ecology to the utility landscape. In this session, learn how Washington Gas was able to bring the latest payment technology to the customer experience, addressing the needs of the customer, while at the same time increasing operational efficiency and lowering costs.

Anthony Murdock, Director, Customer Billing and Revenue Assurance, Washington Gas

Scott Kimsey, Group Manager, Enterprise & Emerging Acceptance, Worldpay

Ali Saberi, CTO, Utilli, LLC.

2:00 – 2:05 p.m. :: Short Break


2:05 – 2:50 p.m. :: Creating Data Governance Strategies for Your Billing & Payments Process

States are coming out with new laws governing what our utility customers can request we do (or don’t do) with their data. In this session, attendees will learn why having a strong Data Governance strategy in place can make adjusting to these new regulations easier, as well as ensuring your business is working proactively instead of reactively.

Liz Thomson, Manager, Process Improvement, Billing, & Quality Control Compliance, Dominion Energy

2:50 – 3:00 p.m. :: Short Break


3:00 – 3:45 p.m. :: Successfully Managing in-house Billing Operations and More

This presentation will cover proven methods to successfully developing world-class in-house operations – whether it’s Billing, Credit, Customer Service, or any other function.  Ten important keys to success will be covered: great management, maximizing your most important resource  – people, working with business partners, measuring performance, justifying resources, marketing your services, commitment to quality, redundancy/back-up, continuous learning & improvement, and the 3 “Ps” approach to world class operations. Proven and practical techniques from successful in-house operations will be shared. 

Wes Friesen, President, Solomon Training & Development (ret’d Manager, Portland General Electric)

3:45 – 3:50 p.m. :: Short Break


3:50 – 4:30 p.m. :: Best Practices in Billing/Payments: A Roundtable Discussion

This roundtable discussion will feature utility and industry experts discussing what is being done or considered to improve billing and payments. This interactive panel will respond to inquiries from the moderator and audience on how to help streamline the billing/payment process. This session also gives attendees the opportunity to brainstorm new ideas to develop new customer and billing initiatives at their utilities.

Moderator:

Jon Brock, President, Desert Sky Group, LLC

Panelists:

Linda Tiarks, Customer Information Supervisor, Tucson Electric Power (TEP)

Mark McCarthy, Managing Director, MUFG

James W. Hylton, Jr., Analyst, Georgia Power

Scott Kimsey, Group Manager, Enterprise & Emerging Acceptance, Worldpay

John Boland, President and CEO, Level One


Thursday, August 27, 2020 – Central Time

8:45 – 9:00 a.m. :: Log in


9:00 – 9:45 a.m. :: Tucson Electric Powers New Bill Redesign Project

By analyzing research, TEP identified an area for improvement that would benefit the customers.  As a company, we engaged business unit teams to create ‘their own’ type of bill based on best practice from Chartwell research.  Then we collected information from customers on their likes and dislikes about the bill samples and used that input to create the new bill.  The use of gamification added an innovative element to keep employees engaged during the process and have fun learning key points of information about the bill. We defined metrics and tracked data – and increased J.D. Power Customer Satisfaction Scores after the implementation.  Our cross-functional effort was comprehensive, collaborative and leveraged technology to reduce costs and improve the customer experience.

Linda Tiarks, Customer Information Supervisor, Tucson Electric Power (TEP)

9:45 – 9:50 a.m. :: Short Break


9:50 – 10:30 a.m. :: Georgia Power’s Payment Strategy

In December 2019 the Georgia Public Service Commission ruled in favor of allowing Georgia Power to remove all payment fees for their customers. Customers don’t understand why utilities charge fees and Georgia Power has addressed this issue by eliminating them altogether. The driving force behind this change is increased customer satisfaction due to the ease and variety of available payment options. In this session, Jim Hylton will share the following insights of no fees at Georgia Power:

  • Research
  • Planning
  • Implementation

James W. Hylton, Jr., Analyst, Georgia Power

10:30 – 10:35 a.m. :: Short Break


10:35 – 11:10 a.m. :: Let’s Make Credit Checks a Win-Win for the Utility and the Consumer

Did you know that 19.4 million Americans, representing 8.3% of the adult population, have credit records that cannot be scored by regular commercially available scoring models?  An additional 26 million (11%) are credit invisible.  They have no credit file at all.  That’s 19% of the population that has no access to credit in their lives. In this session, learn how we changed our process to a credit-scoring module that not only drastically increased our credit assessment numbers, but also helps these credit-challenged consumers to overcome this credit nightmare.

Buddy Flake, Credit Manager, Dominion Energy North Carolina

11:10 – 11:15 a.m. :: Short Break


11:15 a.m. – 12:00 p.m. :: Improving Customer Experience with Genuine Customer Centricity

 

Total quality, customer satisfaction, customer experience…. These are just a few cross-industry labels for efforts to evolve to a more customer focused business. From low income to large industrial customers, these efforts have all aspired to drive satisfaction, improve loyalty, improve payments and engage customers in new and creative ways. Is Customer Centricity just a new flavor in this long line of craftly branded efforts or is it the last frontier for developing meaningful and sustainable customer relationships.

Pat Ricks, Senior Manager, Customer Experience, Entergy

12:00 p.m. :: Conference Concludes

 

Speakers

  • John Boland, President and CEO, Level One
  • Jon Brock, President, Desert Sky Group, LLC
  • Eric Davis, Digital & User Experience Manager, American Electric Power (AEP)
  • Ross Dicken, Manager of Member Care Support Services, Cobb EMC
  • Buddy Flake, Credit Manager, Dominion Energy North Carolina
  • Wes Friesen, President, Solomon Training & Development (ret’d Manager, Portland General Electric)
  • James W. Hylton, Jr., Analyst, Georgia Power
  • Scott Kimsey, Group Manager, Enterprise & Emerging Acceptance, Worldpay
  • Mark McCarthy, Managing Director, MUFG
  • Anthony Murdock, Director, Customer Billing and Revenue Assurance, Washington Gas
  • Sheila Pressley, Director, Customer Revenue Services, JEA
  • Pat Ricks, Senior Manager, Customer Experience, Entergy
  • Ali Saberi, CTO, Utilli, LLC.
  • Linda Tiarks, Customer Information Supervisor, Tucson Electric Power (TEP)
  • Melanie Wemple, Managing Director, E Source

Online Delivery

We will be using Microsoft Teams to facilitate your participation in the upcoming event. You do not need to have an existing Teams account in order to participate in the broadcast – the course will play in your browser and you will have the option of using a microphone to speak with the room and ask questions, or type any questions in via the chat window and our on-site representative will relay your question to the instructor.

  • You will receive a meeting invitation will include a link to join the meeting.
  • Separate meeting invitations will be sent for the morning and afternoon sessions of the course.
    • You will need to join the appropriate meeting at the appropriate time.
  • If you are using a microphone, please ensure that it is muted until such time as you need to ask a question.
  • The remote meeting connection will be open approximately 30 minutes before the start of the course. We encourage you to connect as early as possible in case you experience any unforeseen problems.

Register

Please Note: This event is being conducted entirely online. All attendees will connect and attend from their computer, one connection per purchase. For details please see our FAQ

If you are unable to attend at the scheduled date and time, we make recordings available to all registrants for three business days after the event

Event Standard RateAttendees
Sponsors

By clicking Accept or closing this message, you consent to our cookies on this device in accordance with our cookie policy unless you have disabled them. more information

By clicking Accept or closing this message, you consent to our cookies on this device in accordance with our cookie policy unless you have disabled them. You can change your cookie settings at any time but parts of our site will not function correctly without them. We use cookies during the registration process and to remember member settings.

Close