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2012 cs-data-collection-guide

  1. 1. 2012 Customer Service Benchmarking Data Collection guide March 2012Updated versions of the Guidelines and recordings from the webinars areavailable at are website.www.1qconsulting.com :: Community Links :: Data Entry Gateway
  2. 2. IntroductionPurpose of this document ◼ The purpose of this Data Collection Guide is to provide guidance and direction in how to complete the detailed questionnaire for the 2012 Customer Service benchmark study. It gives instructions regarding the types of answers expected, as well as errors to avoid. This Guide has been described as the “rules” for providing data. ◼ It provides the underlying process models around which the various sections of the questionnaire are organized, to help in understanding the purpose of some of the questions. ◼ The appropriate costs to include, and those to exclude, are highlighted, so that each member utility can provide accurate, comparable data for comparisons. ◼ A few key definitions are provided throughout the document. A comprehensive set of definitions is provided in a separate Glossary. 2
  3. 3. Scope of the Customer Service Benchmark Study Field Service • Change of Account • Billing Field Orders (meter Revenue Management Customer Contact investigations) • Credit Office and • Contact Center Back Office • Credit Field Orders • Local Office • Billing Outbound calls • Order Management • • Self Service Meter Reading • Billing Field Policies Credit Field Policies • Contractors • Manual • Payment Processing • Revenue Protection: • Credit Inbound calls • Mobile AMR Office and Field • Fixed Network AMI CS Support: CS IT, Training, Benchmarking, Executives Customer Life-cycle: Meter Set to Cash Measures, Policies & Processes Employees: Safety, Staffing Customer: Customer Satisfaction, First Contact ResolutionAreas excluded: Energy Audit/Energy Efficiency Group Meter Change-out Account Executives 3
  4. 4. Initiatives vs. PracticesIn many areas of the questionnaire, there are open-ended questions, in which we arelooking for insights about how you operate. Answers should be: ◼ Brief and succinct – so that the reader doesnt need to read through an extensive volume of material to understand the message; because the responses will be printed verbatim, dont mention your company name or individual names in your replies ◼ Complete enough to be understood in terms of the practice you are describing ◼ Practically speaking, this translates to 2-3 sentence answers to most of the text questionsFor our purposes: ◼ Practices are current activities, programs or processes that have been around for a while. For these, sufficient time has passed in which to assess their success or failure. We mostly ask about practices that have proven successful in accomplishing a specific goal. ◼ Initiatives are new activities, programs or processes that have been enacted recently with the goal of improvement. These are so recent (1 to 2 years) that insufficient time has passed in which to assess their success. 4
  5. 5. Data Collection Guide OutlineThe organization of this Guide follows the questionnaire outline: ◼ ST. Statistics  CT2. Contact Volumes ◼ CL. Customer Life-Cycle  SS. Self-Service & Integration ◼ FL. Financial  BL. Billing ◼ SF. Staffing  PP. Payment Processing ◼ S. Safety  FS. Field Service ◼ CS. Customer Satisfaction  MR. Meter Reading ◼ IT. Customer Service I.T.  CR. Credit & Collections ◼ FR. First Contact Resolution  RP. Revenue Protection ◼ CT1. Contact CenterFor a number of the sections of the questionnaire, there are follow-upsections in which we ask for “historical data”. Those sections are only tobe filled out by companies who are new to the community. For returningcompanies, the data provided last year will be used to populate the“historical data” sections of the questionnaire. 5
  6. 6. Statistics February 2012 6
  7. 7. Purpose of the SectionThe purpose of this section of the questionnaireire is two-fold: ◼ To gather statistical information about the existing customer base, and then, ◼ To gather a bit of information about the organization of the Customer Service functions.The Statistical Section gathers a variety of demographic information that describes each companys system in terms of size, customer density, etc. This information is used in doing analysis of the results, and understanding the inherent advantages and limitations of the circumstances facing each utility. 7
  8. 8. Statistical: Customer count ◼ Questionnaire: In the questionnaire we ask for meters and accounts. We ask for counts of both to be separated by commodity.  Accounts Definition: Active accounts in your system. An account is typically used for billing purposes. ◼ Reporting: In the report we will use both accounts and meters as denominators. In some cases well multiply the number of accounts by the number of commodities billed on that account. This will produce some adjusted numbers that get at the extra cost of serving an account that receives multiple commodities.  Customer Count (accounts * commodity) = We add the number of accounts for individual commodities to get the total. Roughly represents the number of meters. There are unmetered items and meters that are not counted (such as streetlights).  Customer Count (accounts) = Roughly represents the number of accounts. An account with electric and gas meters gets counted once.  Customer Count (internal) = The count you use internally to represent the number of customers you have. This is the one reported on annual reports and other documents. We use one customer count as the denominator for all of the various costs. So Non-delivery you want to provide the customer count that customers can also be best reflects your activity level in all of the included. areas: meter reading, field service, billing, etc.Other Customers: Many utilities, especially municipals, provide other services beside electric,gas and water. Most of these we do not want, except for waste. If you also provide otherservices such as Waste pick-up, contact us and well help you to determine how to handle this. 8
  9. 9. Customer Counts This question allows us to track all the customers you have, by type (e.g. combination or single-commodity, etc.) These details are used as the denominators for many “cost per customer” calculations later. If you can’t breakout C/I then enter into “Other”. We do little analysis on the details. 9
  10. 10. Financial Section –Using the Cost Model February 2012 10
  11. 11. Functional Cost Model Our approach to collecting cost, performance and staffing information follows customer transactions through each functional area. If you have significant costs in one of the shaded categories, you can enter your cost in the shaded box. No boxes are shaded on line. 11
  12. 12. Cost Categories Included Costs can be broken down into basic categories ◼ General:  Company Labor: direct, supervision, support  Contract Labor (including temps, seasonal)  Contracted Services  Technology (see page 17 for listing of technology to include and where) ◼ Function-specific items:  Transaction fees  Materials  Postage  Other 12
  13. 13. Cost definitions: GeneralCompany Include Direct, Support, Supervision, Management. Cost ofLabor employees includes paid non-working time (e.g. vacation, sick, etc). Does not include labor overheads (e.g. payroll taxes, benefits) or other departments allocated charges. If a supervisor or manager spreads their time over multiple departments, then provide an allocated portion of their costs to the function. If someone works outside of CS and is applied as a corporate allocation charge, exclude them in labor costs. For support, include those people who are directly part of customer service but cannot be allocated to a specific function.Contract Individuals contracted to perform a specific roleLaborContracted Companies contracted to perform a specific function such as meterServices reading, overflow call centers, debt collection, etc. The cost of any contract or outsourcing services. Do not include any capitalized costs for IT services. Do include 3rd party back-up; disaster recovery. Include any collection agency or skip trace costs in contracted services. 13
  14. 14. Cost Definitions: GeneralDirect Direct Labor costs follow Direct Labor FTEs. A person having direct interactions with aLabor customer or with a customer account is considered direct labor. A person whose task is directly in line with the mission of the process. Everyone else is either supervision or support. Use the 50% rule (see FTE definition in the Staffing Section) if they divide their time, if not 50% to a specific function, then charge to support. As a rule of thumb, when the work will affect a customer file or when it has an effect perceptible by a customer or a group of customers, this FTE will be classified as Direct Types of direct labor (by function): • Contact center: taking calls, responding to correspondence, email, handling walk-in traffic • Meter reading: meter readers; mobile AMR van drivers • Field service: representatives in the field collecting payments, disconnecting customers, executing change-of-account orders, and billing investigations • Billing: people handling exceptions, in-depth bill investigations, summary or consolidated bill preparation • Payment processing: people processing payments, handling payment exceptions, lost or misapplied payments • Credit and Collections: people making outbound calls regarding credit issues; making payment arrangements with customers; issuing accounts for collections, and the Analysts who determine Credit policy and perform credit analysis. 14
  15. 15. Cost Definitions: functionalMaterials Costs All cost associated with the function, including any warehouse/purchasing charges. A few items, such as postage are called out in a separate category. Includes cost of envelopes, paper, and ink. Should especially be included for Billing, Payment andPostage Costs Credit. mailing bills and credit notices. Prepaid envelopes if used for Cost of payment processing. For postage for Credit & Collections, only include if a separate credit mailing, otherwise put in billing.Transaction fees Fees for credit card transactions, bank charges, etc. Fees(fees paid by utility) associated with payments (even if a call or a local office) still goes in payment. All third-party transaction costs associated with receiving and posting customer payments. This includes fees for lock box, credit card fees, payment gateways. 15
  16. 16. Cost Definitions: FunctionalVehicle Costs Costs associated with the operations & maintenance of vehicles for use solely by Customer service; usually charged out on a per mile or some other basis. Any payments for use of personal vehicles should also be included.Write-offs Costs; Write-offs are defined as the net percent of total revenue written offUncollectible (e.g. less any recoveries). Goal is the actual dollar amount writtenexpense. off during the year. This is not necessarily the same as “uncollectibles”, which is in the FERC 904 account for the year, since that can be affected by changes in the provision for bad debt during the year (FERC 144 account). Write-offs are the annual “net” cost of bad debt. In other words any recoveries (less fees) should be subtracted from gross write-offs.Other Costs Other miscellaneous costs not specifically broken out such as employee travel expenses; training; office supplies and any of the categories that are grayed out such as vehicles in the call center or postage in field service. 16
  17. 17. Technology Cost Within Function Technology Any technology specifically used for a function such as meter reading devices, mobile data technology, telephone switch or call routing software, call monitoring software etc. Contact Center: Meter: ◼ IVR ◼ Handhelds ◼ ACD ◼ Routing software ◼ Scheduling Software ◼ Telecommunications ◼ Workforce Management (WFM) ◼ Remote disconnect ◼ Multi-channel processing ◼ MV 90 ◼ Web, Social Media technology costs ◼ GPS ◼ VOIP Bills: ◼ Web/email routers ◼ Inserters ◼ Virtual hold technology costs ◼ Web/email, bill presentment ◼ 3rd party applications (OMS interface etc.) ◼ C/I billing software (MV 90) Field: Payment: ◼ Mobile data ◼ Image processer ◼ Scheduling ◼ Slitter/sorter ◼ GPS ◼ Interface w/kiosks ◼ Telecommunications ◼ Routing software for off-site payments ◼ Routing software ◼ Payment Kiosks ◼ Dispatching software Credit: Revenue Protection ◼ Behavioral scoring ◼ Tamper plug ◼ Predictive dialer ◼ Data mining software ◼ Credit optimization softwareNOTE: CIS is a separate category 17
  18. 18. ExclusionsWeve excluded costs related to any of the following: ◼ Overheads -- we asked for your standard “adder” for Pensions and Benefits, and for your Overhead rate exclusive of the P&B ◼ Facilities purchase, rent, leasing or maintenance costs. We have found these to be too variable between companies. ◼ CIS purchase or lease costs. We have found these to be extremely variable among utilities based upon capitalization policies, life cycle costs, and chargeback policies. ◼ Costs associated with providing services other than electric, gas and water/sewer. ◼ Capital spending: capital for meter reading, AMI, CIS, and all other areas. We exclude capital costs throughout the basic cost model, and track only O&M. In the case of AMI, there is one question in the Meter Reading section of the questionnaire asking for capital spending. 18
  19. 19. Staffing February 2012 19
  20. 20. StaffingStaffing summary by ◼ Direct Labor rule: a person having direct interactions with a customer or with a customer account is considered direct labor. Everyone else is either supervision or support. Use the 50% rule if they divide their time. ◼ 50% rule: Include a person in an activity if they spend at least 50% of their time on that activity, you can indicate they are 0.5 FTEs. If a person divides their time so that they dont spend at least 50% of their time on an activity they probably should be in the “Support” Group. ◼ Employees assigned full time to a function. Include full-time supervisors and managers, or full-time employees who spend part time in different functions. Include part time supervisors and managers.  Also include employees who spend less than 40 hours per week.  When calculating FTE value use 2080 as the denominator. ◼ Outsourcing: If you outsource an entire function, do not attempt to turn that into FTEs. 20
  21. 21. Support StaffAdministrative supportUnlike technical support, administrative support refers to a task that is requiredin all processes. It is generic in nature and is (for the most part) interchangeablebetween functional areas. This category includes all secretarial FTEs as well asaccounting and reporting activities that are decentralized in a specific activity,treatment of basic business information, scorecards, etc.Technical supportTechnical support includes people supporting work specific to that functionalarea. It refers to all tasks performed by an FTE in support of a Direct FTE. It isMission oriented. It takes the form of a particular expertise or knowledge thatcan only be used for a particular activity or process. Trainers and schedulers arealso part of this category. Technical support FTEs will not work directly on aparticular case other than assisting direct FTEs resolve particular problemsencountered. Their task may also be to analyze the process performance,produce new policies and design new business practices for direct FTEs in orderto ensure the activity evolves towards greater performance. 21
  22. 22. CS Support ARea◼ Costs, FTEs or activities associated with either the whole CS function that cannot be allocated to another area of customer service or within a CS function that cannot be allocated to the activities described for that function.◼ Only include people who dont spend at least 50% of their time in a specific functional area. This might include benchmarking/performance improvement; training; directors, vice president.◼ If training is for a specific functional area, then it belongs with that area.◼ Do not include corporate allocations, or any HR activities. 22
  23. 23. SafetyFebruary 2012 23
  24. 24. safety◼ For safety include Customer Service employees when calculating statistics.◼ This should include direct labor, support, management and supervision for:  Call Center  Meter Readers  Field Service (this may only include part of your Field Service employees or parts of other functions) • Includes: disconnect and reconnect activities, field notices and collections, high bill investigations, energy audits, and change-of- account work • Excludes: lineman, meter shop, meter technicians, gas leak repair  Billing & Payment Processing  Credit and Collections Office  Revenue Protection 24
  25. 25. SafetyWe ask for raw data to calculate safety statistics. The question also calculatesthe statistics within the question. Do not edit the fields highlighted in yellow thatshow the calculations. Until some numbers are entered, some of the fields willshow “DIV/0!” 25
  26. 26. Customer Satisfaction February 2012 26
  27. 27. Customer SatisfactionQuestions in this section are presented in the following categories: ◼ Measuring Customer Satisfaction  J.D. Power scores  Frequency of surveys  Types of surveys [transactional, random, all customers]  Methods for administering survey [calls, mail, email, website, etc.]  Survey providers ◼ Complaints (Regulated, Non-Regulated, Executive, Escalated) ◼ Organizing To Handle Customer Issues 27
  28. 28. CIS and CS it February 2012 28
  29. 29. Scope of the Customer Service Benchmark Study Field Service • Change of Account • Billing Field Orders (meter Revenue Management Customer Contact investigations) • Credit Office and • Contact Center Back Office • Credit Field Orders • Local Office • Billing Outbound calls • Order Management • • Self Service Meter Reading • Billing Field Policies Credit Field Policies • Contractors • Manual • Payment Processing • Revenue Protection: • Credit Inbound calls • Mobile AMR Office and Field • Fixed Network AMI CS Support: CS IT, Training, Benchmarking, Executives Customer Life-cycle: Meter Set to Cash Measures, Policies & Processes Employees: Safety, Staffing Customer: Customer Satisfaction, First Contact ResolutionAreas excluded: Energy Audit/Energy Efficiency Group Meter Change-out Account Executives 29
  30. 30. Functional Cost Model – CS IT and CIS costsOur approach to collecting cost, performance and staffing informationfollows customer transactions through each functional area. C I CS IT S 30
  31. 31. CIS vs. CS IT Costs◼ CS IT (as part of “Technology” cost) is all the encompassing technology in a broad sense so it includes any non-CIS and may include some CIS, but is specific to a functional area  for example: ACD, IVR, Work Management, Mobile Data are part of CS IT and belong in their respective functional area (ACD to Contact Center etc.)  If there is a DIRECT allocation or charge to a function of CIS charges (such as usage or system utilization), then that goes into the CS IT, otherwise it is part of CIS◼ CIS is the system used to to maintain customer information, generate bills, issue service requests, and help “manage” customer relationships by providing utility representatives data, information and insight about each customers accounts, individual needs and preferences.  Examples of vendors products include: Accentures C/1 (Customer-1), Oracle Utilities Customer Care, SAP For Utilities.  CIS costs may be costs allocated to or associated with Customer Service but not to specific functions, such as usage charges, data transfer or use charges, system maintenance charges. If such charges cannot be allocated to a specific function, they would go into the CIS cost column.  Again, verything else such as the Work Management, Mobile Data, Dispatch, ACD, IVR is Customer Service IT and should be specific to a function 31
  32. 32. These are not included in CIS Costs Technology Any technology specifically used for a function such as meter reading devices, mobile data technology, telephone switch or call routing software, call monitoring software etc. should not be included in CS IT costs. Contact Center: Meter: ◼ IVR ◼ Handhelds ◼ ACD ◼ Routing software ◼ Scheduling Software ◼ Telecommunications ◼ Workforce Management (WFM) ◼ Remote disconnect ◼ Multi-channel processing ◼ MV 90 ◼ Web, Social Media technology costs ◼ GPS ◼ VOIP Bills: ◼ Web/email routers ◼ Inserters ◼ Virtual hold technology costs ◼ Web/email, bill presentment ◼ 3rd party applications (OMS interface etc.) ◼ C/I billing software (MV 90) Field: Payment: ◼ Mobile data ◼ Image processer ◼ Scheduling ◼ Slitter/sorter ◼ GPS ◼ Interface w/kiosks ◼ Telecommunications ◼ Routing software for off-site payments ◼ Routing software ◼ Payment Kiosks ◼ Dispatching software Credit: Revenue Protection ◼ Behavioral scoring ◼ Tamper plug ◼ Predictive dialer ◼ Data mining software ◼ Credit optimization softwareNOTE: CIS is a separate category 32
  33. 33. ExclusionsWeve excluded costs related to any of the following:  Overheads -- we asked for your standard “adder” for Pensions and Benefits, and for your Overhead rate exclusive of the P&B  Facilities purchase, rent, leasing or maintenance costs. We have found these to be too variable between companies.  CIS purchase or lease costs. We have found these to be extremely variable among utilities based upon capitalization policies, life cycle costs, and chargeback policies.  Costs associated with providing services other than electric, gas and water/ sewer.  Capital spending: capital for meter reading, AMI, CIS, and all other areas. We exclude capital costs throughout the basic cost model, and track only O&M. In the case of AMI, there is one question in the Meter Reading section of the questionnaire asking for capital spending. 33
  34. 34. First Contact Resolution February 2012 34
  35. 35. Definition for FCR, As Presented by 1QC Based onResearch and Practices Reviewed ◼ “First-Contact Resolution (FCR) is the percentage of initial contacts that do not require any further contact to address the customer reason for calling/contacting. The customer does not need to contact the company again to seek resolution, nor does anyone within the organization need to follow-up. Ideally, first-contact resolution should be defined from the customer perspective.” (composite from multiple research sources) 35
  36. 36. Subject Areas in the FCR SectionThe FCR section is relatively brief, although asking about a very importantarea of Customer Service. Key questions cover the following: ◼ Self-assessment ◼ Improvements made recently ◼ FCR definitions ◼ Measurement approaches ◼ Scope of FCR activities 36
  37. 37. Contact Center February 2012 37
  38. 38. Scope of the Customer Service Benchmark Study Field Service • Change of Account • Billing Field Orders (meter Revenue Management Customer Contact investigations) • Credit Office and • Contact Center Back Office • Credit Field Orders • Local Office • Billing Outbound calls • Order Management • • Self Service Meter Reading • Billing Field Policies Credit Field Policies • Contractors • Manual • Payment Processing • Revenue Protection: • Credit Inbound calls • Mobile AMR Office and Field • Fixed Network AMI CS Support: CS IT, Training, Benchmarking, Executives Customer Life-cycle: Meter Set to Cash Measures, Policies & Processes Employees: Safety, Staffing Customer: Customer Satisfaction, First Contact ResolutionAreas excluded: Energy Audit/Energy Efficiency Group Meter Change-out Account Executives 38
  39. 39. Contact Center Introduction◼ Contact Center covers the following areas of interest:  Use of Call Center (internal and outsourced, including inbound collections and small/mid-sized commercial and industrial account calls)  Use of Local Offices (there is a Local Office section for collecting costs separately from the Call Center)  Use of IVR (internal and outsourced)  Use of Internet  E-mail, fax, letter◼ Enrollment and contract management for retailer (deregulated companies) NOTE: Although payments by the above channels are included in Contact Center, do not include payment by check, at a kiosk or a payment center; these transactions are included in Payment Processing. Cashiers in Local Office who only take payments are part of Payment Processing. 39
  40. 40. 2012 Approach to Local Office Costs This question follows from question FL5, in which the total costs for the local offices are provided. The goal is to understand how the costs are allocated across the services provided in the local offices. This statement is incorrect. The total reported in FL5 shouldAs you’re preparing your data, your match the totalnormal Local Office cost is likely to include for this questioncosts that we want moved to Payment less the row forProcessing per our guidelines. This Paymentquestion is a place to report your total Processing.Local Office cost but separated into theportions for Contact Ctr and PaymentProcessing. 40
  41. 41. Contact CenterWhats not included: ◼ Contact center covers every interaction with customers except:  Meter Reading  Field Service  Credit Outbound Calling  Payment by check, kiosk, or payment center ◼ Contacts related to regulatory, complaints, executive complaints, are not included here ◼ Contacts pertaining to large C&I customers (e.g Account Managed) are not included here ◼ As per above, though payments that are made through contact center channels are included in Contact Center, they are also counted as payments in the Payment Processing section. Do not include payment by check, at a kiosk or a payment center in contact center. ◼ Payments made to cashiers (who only take payments and perform no other functions) should be excluded from Contact Center. 41
  42. 42. Contact Center DefinitionsContact A completed customer call, local office transaction, IVR, or internetCenter transaction. Do not include uncompleted transactions (e.g. abandons).Contacts Do not include general switchboard informational calls. The following(Inbound) is a description of some of the main types of transactions included: • New Customer/Turn On/Off*/ Change of Account [excluding credit related turn on or off or any meter install] = A customer request for a turn-off of an existing account; a new customer requests a turn-on of an account. • Billing issue (such as High Bill) = Any contact related to billing amount such as inquiries, adjustments, and high bill complaints. • Make Payment (Pay Bill) via these channels = Include contacts for live call or other channel debit or credit card payments, IVR, electronic check payments, web. • Credit [payment arrangement, credit extension, etc] = Any contact related to a past due notice, including payment arrangements and reconnect of service • Report Gas/Water Leak or Electric Interruption/Outage = A contact about an electrical outage, gas leak, water leak or other premise-related issue of this nature.*Note: We ask for breakout of T/On, T/Off, and Move in question CT315 42
  43. 43. Contact Center Definitions (continued)Contact Center • Sign up for E-billContacts • Sign up for other/additional commodity services/Dereg(Inbound • Provide meter readcontinued) • Low Income Assistance • General Company Information • Get Account information [view bill, view usage] • Other = Miscellaneous contacts that cannot be categorized into the categories providedOutbound • Service interruption (communication of ETR or restoration)Contacts • Credit/Collections (outbound) • Billing Notifications • Product or service related • Other proactive outbound • Blended TransactionsSocial • Twitter, other social networkingNetworking • SMS/Text Messagecontacts 43
  44. 44. Topics Covered in the Contact Center Section (CT1) ◼ Service Level and Measurements ◼ Demographics, Organization, and Scope of Services ◼ Measuring shrinkage ◼ Contact volume management practices ◼ Initiatives ◼ Outsourcing ◼ Workforce Management 44
  45. 45. Technology – Contact Center Technology Any technology specifically used for a function such as meter reading devices, mobile data technology, telephone switch or call routing software, call monitoring software etc. Contact Center: Meter: ◼ IVR ◼ Handhelds ◼ ACD ◼ Routing software ◼ Scheduling Software ◼ Telecommunications ◼ Workforce Management (WFM) ◼ Remote disconnect ◼ Multi-channel processing ◼ MV 90 ◼ Web, Social Media technology costs ◼ GPS ◼ VOIP Bills: ◼ Web/email routers ◼ Inserters ◼ Virtual hold technology costs ◼ Web/email, bill presentment ◼ 3rd party applications (OMS interface etc.) ◼ C/I billing software (MV 90) Field: Payment: ◼ Mobile data ◼ Image processer ◼ Scheduling ◼ Slitter/sorter ◼ GPS ◼ Interface w/kiosks ◼ Telecommunications ◼ Routing software for off-site payments ◼ Routing software ◼ Payment Kiosks ◼ Dispatching software Credit: Revenue Protection ◼ Behavioral scoring ◼ Tamper plug ◼ Predictive dialer ◼ Data mining software ◼ Credit optimization software 45NOTE: CIS is a separate category
  46. 46. Contact Volumes February 2012 46
  47. 47. Counting Contacts ◼ CSR answered calls & IVR calls – completed contacts (not abandons) ◼ Local office – customer visits ◼ Web contact – log-ons to account or hits to a specific type of page (some judgement required, but includes pages that provide information that avoid a phone call) ◼ E-mail/Letters/faxes – incoming and outgoing ◼ Social networking – outboundDo not count paper bill presentments or mailed in customer payments incontact center 47
  48. 48. Inbound Contact VolumesThis matrix serves to provide the detailed information on how many contacts comeinto the company for each type of inquiry. Subsequent questions ask more detailedinformation about individual rows from this matrix. T = Transactional activities L = Look-up activities 48
  49. 49. Turn-On, Turn-Off and COA Volumes This is the first of several follow-up questions to the main volume matrix, in which we ask more details. The total should match the total in the first row of the main matrix. 49
  50. 50. Addressing “Transactions” versus “look-up’ Activities…What counts as a transaction ◼ In 2012 we are seeking to better capture and address completed transactions versus what we are calling “look-up” activities:  Transaction= customer executes an actual transaction with the utility- an inquiry, an order, a request for service, payment, etc.  Look-up= customer accesses a self-service channel, typically IVR or Web, to view general information about the company or view Customer Service information about their account but does not transact or conduct a transaction ◼ If you have activities that represent a “look-up”, please place them in the General Company Information category. These should go in either the Web or IVR category ◼ What should not count as a transaction by transaction category:  Simple Web “hits” where the customer may hit the web site (and you capture it) but there is no transaction or you don’t know the reason for the activity  Accessing the IVR but then opting out to a CSR or Agent before completing a transaction (the Agent live contact is a transaction, the initial IVR entry and opt out is not)Do not count uncompleted transactions in the IVR or web, or simply accessing thesechannels for information as completed transactions in a specific transaction categoryin CT305 other than “General Company Information” (for lookups) 50
  51. 51. OUtbound Contact Volumes 51
  52. 52. Self Service & Integration February 2012 52
  53. 53. Self Service IntroductionSelf Service covers the following areas of interest:  Use of customer self service channels: web, IVR, email, fax  Services offered and functionality  Measures  Initiatives and marketing  GovernanceEnrollment and contract management for retailer (deregulated companies) 53
  54. 54. Background◼ As part of the core questionnaire, we want to survey Self-Service Channels and innovative ways companies and customers are interacting with one-another.◼ As companies evolve these solutions, greater levels of integration are required among and between key systems.◼ We are interested in investigating and understanding the integration between the CIS (Customer Information System) and self-service mechanisms (including both company generated and customer generated communications) These include:  IVR, Web and other self-service options or other newly expanding means such as social networking.  Areas covered could include outage notifications, service appointments, collections, energy usage notifications, program enrollments, bill presentment etc. 54
  55. 55. Self Service Integration with the CIS Self-service interaction: much of what we ask about in self-service includes IVR, Web, E-mail, Fax, Kiosk etc., and we add “social networking” and outbound/ informational communications that allow for self-service and customer information Social networking: o Which sites are being used for what activities o Plans for expansion or addition, integration with other key systems o Impact on other channels o Costs associated (mainly in terms of staffing, technology) o Success stories o “Social Media in the Contact  Outbound (proactive) contacts: build upon existing Center” outbound data and information captured currently to understand: o What companies are doing to innovatively reach customers using outbound (calling, text, email programs, appointment scheduling/confirmation etc.)  CIS Integration: Some focus on how Line of Business applications (billing, trouble, knowledge databases etc) above are integrated with the CIS for better (effective, efficient, responsive) service delivery 55
  56. 56. Topic Areas for Self-Service Channels ◼ Self-Assessment ◼ Transactions processing capability ◼ Social Media usage ◼ Customer self-service integration efforts (excluding social networking) ◼ Outbound service and communications ◼ Marketing/Initiatives ◼ Mobile applications 56
  57. 57. BillingFebruary 2012 57
  58. 58. Scope of the Customer Service Benchmark Study Field Service • Change of Account • Billing Field Orders (meter Revenue Management Customer Contact investigations) • Credit Office and • Contact Center Back Office • Credit Field Orders • Local Office • Billing Outbound calls • Order Management • • Self Service Meter Reading • Billing Field Policies Credit Field Policies • Contractors • Manual • Payment Processing • Revenue Protection: • Credit Inbound calls • Mobile AMR Office and Field • Fixed Network AMI CS Support: CS IT, Training, Benchmarking, Executives Customer Life-cycle: Meter Set to Cash Measures, Policies & Processes Employees: Safety, Staffing Customer: Customer Satisfaction, First Contact ResolutionAreas excluded: Energy Audit/Energy Efficiency Group Meter Change-out Account Executives 58
  59. 59. Technology – Billing Technology Any technology specifically used for a function such as meter reading devices, mobile data technology, telephone switch or call routing software, call monitoring software etc. Contact Center: Meter: ◼ IVR ◼ Handhelds ◼ ACD ◼ Routing software ◼ Scheduling Software ◼ Telecommunications ◼ Workforce Management (WFM) ◼ Remote disconnect ◼ Multi-channel processing ◼ MV 90 ◼ Web, Social Media technology costs ◼ GPS ◼ VOIP Bills: ◼ Web/email routers ◼ Inserters ◼ Virtual hold technology costs ◼ Web/email, bill presentment ◼ 3rd party applications (OMS interface etc.) ◼ C/I billing software (MV 90) Field: Payment: ◼ Mobile data ◼ Image processer ◼ Scheduling ◼ Slitter/sorter ◼ GPS ◼ Interface w/kiosks ◼ Telecommunications ◼ Routing software for off-site payments ◼ Routing software ◼ Payment Kiosks ◼ Dispatching software Credit: Revenue Protection ◼ Behavioral scoring ◼ Tamper plug ◼ Predictive dialer ◼ Data mining software ◼ Credit optimization softwareNOTE: CIS is a separate category 59
  60. 60. Subject Areas for Billing ◼ Bill presentment  Channels  Activities/Volumes  Bill options ◼ Bill Design ◼ Accuracy  Pre-audit/post-audit  Exceptions  Errors ◼ Estimating ◼ Efficiency & Measurement ◼ Outsourcing ◼ Initiatives for improvement 60
  61. 61. Billing DefinitionsTransactions ◼ Bills Issued = Count one per customer, even if multiple commodities or multiple meters at a premise (e.g. a “consolidated bill”).  If a summary bill is produced (e.g. usage at multiple locations is summarized), count each individual location as a bill, as well as the summary bill.  Count any e-bills sent, but do not double count any mailings. If you send both paper and electronic, count as one bill.  Include any final bills sent in this count.Performance Measures ◼ Error Rate = Account adjustments identified after the bill is delivered to the customer. A change that affects multiple months is still considered one adjustment. Does not matter if the account is re-billed or just adjusted on a subsequent bill. The adjustment may not be the companys “fault”. 61
  62. 62. Billing VolumeThis question provides the key information to know how many bills ofeach type were issued. It is used in determining % of electronic bills, aswell as billing costs per bill. 62
  63. 63. Payment Processing February 2012 63
  64. 64. Subject Areas for Payment Processing◼ Volumes and types  Payment Options (cash/credit/electronic)  Processing types◼ Outsourcing◼ Payment agencies◼ Accuracy/Timeliness  Efficiency  Productivity  Posting/timeliness 64
  65. 65. Technology – Payment Processing Technology Any technology specifically used for a function such as meter reading devices, mobile data technology, telephone switch or call routing software, call monitoring software etc. Contact Center: Meter: ◼ IVR ◼ Handhelds ◼ ACD ◼ Routing software ◼ Scheduling Software ◼ Telecommunications ◼ Workforce Management (WFM) ◼ Remote disconnect ◼ Multi-channel processing ◼ MV 90 ◼ Web, Social Media technology costs ◼ GPS ◼ VOIP Bills: ◼ Web/email routers ◼ Inserters ◼ Virtual hold technology costs ◼ Web/email, bill presentment ◼ 3rd party applications (OMS interface etc.) ◼ C/I billing software (MV 90) Field: Payment: ◼ Mobile data ◼ Image processer ◼ Scheduling ◼ Slitter/sorter ◼ GPS ◼ Interface w/kiosks ◼ Telecommunications ◼ Routing software for off-site payments ◼ Routing software ◼ Payment Kiosks ◼ Dispatching software Credit: Revenue Protection ◼ Behavioral scoring ◼ Tamper plug ◼ Predictive dialer ◼ Data mining software ◼ Credit optimization softwareNOTE: CIS is a separate category 65
  66. 66. because we recognize that a customer on a payment arrangement might make 6Payment Processing Definitions payments for one bill. As a company the work involved processing those payments is the same whether it’s for one bill or many. 66
  67. 67. Payment Processing Definitions (Continued) ◼ Energy Assistance: payments might be processed by another agency or group. 3rd-party is paying on behalf of customer; agency accepts payment, uses other funds and processes it into the utility. Generally, put in "3rd Party" 67
  68. 68. In some cases, customers opt out of a transaction before it’s completed. So Payment Channels & Options your call center considers it a payment call, but payment didn’t receive the payment. So numbers may not match.◼ We ask you to provide information on payments both by channel and option.◼ We also capture information in both the Contact Center (CT305) and Payment (PP5) areas about payments received. Be sure that data is reported in all areas. 68
  69. 69. Field Service February 2012 69
  70. 70. Scope of the Customer Service Benchmark Study Field Service • Change of Account • Billing Field Orders (meter Revenue Management Customer Contact investigations) • Credit Office and • Contact Center Back Office • Credit Field Orders • Local Office • Billing Outbound calls • Order Management • • Self Service Meter Reading • Billing Field Policies Credit Field Policies • Contractors • Manual • Payment Processing • Revenue Protection: • Credit Inbound calls • Mobile AMR Office and Field • Fixed Network AMI CS Support: CS IT, Training, Benchmarking, Executives Customer Life-cycle: Meter Set to Cash Measures, Policies & Processes Employees: Safety, Staffing Customer: Customer Satisfaction, First Contact ResolutionAreas excluded: Energy Audit/Energy Efficiency Group Meter Change-out Account Executives 70
  71. 71. Technology – Field Service Technology Any technology specifically used for a function such as meter reading devices, mobile data technology, telephone switch or call routing software, call monitoring software etc. Contact Center: Meter: ◼ IVR ◼ Handhelds ◼ ACD ◼ Routing software ◼ Scheduling Software ◼ Telecommunications ◼ Workforce Management (WFM) ◼ Remote disconnect ◼ Multi-channel processing ◼ MV 90 ◼ Web, Social Media technology costs ◼ GPS ◼ VOIP Bills: ◼ Web/email routers ◼ Inserters ◼ Virtual hold technology costs ◼ Web/email, bill presentment ◼ 3rd party applications (OMS interface etc.) ◼ C/I billing software (MV 90) Field: Payment: ◼ Mobile data ◼ Image processer ◼ Scheduling ◼ Slitter/sorter ◼ GPS ◼ Interface w/kiosks ◼ Telecommunications ◼ Routing software for off-site payments ◼ Routing software ◼ Payment Kiosks ◼ Dispatching software Credit: Revenue Protection ◼ Behavioral scoring ◼ Tamper plug ◼ Predictive dialer ◼ Data mining software ◼ Credit optimization softwareNOTE: CIS is a separate category 71
  72. 72. Field Service Scope and Activities…2 partsField Service Orders◼ Field Service focuses on activity at the meter and includes (see detailed definitions later):  Billing-related activity  Change of Account  Field Credit activity◼ Field Service policies have influence on activity costs  Change of account estimating rules  Hard vs. Soft Disconnect  Credit policies  AMI usage◼ Even if these activities are performed in some other area of your company (e.g. meter electricians or line crews), we want them included in the Field Service section so that all companies are consistent.Field Service Order Management◼ Benchmark the process for getting short-cycle, customer-generated AND internally- generated work to the field and completed 72
  73. 73. Field Service Definitions◼ A completed field order is one where the assigned activity has been performed. CGI or “Cant Get In” does not count as a completed order. A trip to a service location that involves multiple commodities (e.g. gas and electric change of account) is considered as multiple trips. If multiple activities are performed at a location, count as only one trip.◼ Types of orders:  Billing-related activity – High bill investigation in the field, either customer or internally initiated, check read, rereads, meter tests in conjunction with investigation, meter change out in conjunction with investigation, also includes a disconnection for meter that had been left on, has usage, but no customer.  Change of Account – new customer to service territory, customer moving within service territory; not greenfield site. Includes: Soft Connect/Disconnect (e.g. Read in or read out); Hard disconnect/reconnect (e.g. physically turn off service). Does not include a new meter set.  Field Credit activity – Credit disconnections and reconnections, notice delivery, field collections If you have an inactive meter that  Turn-on/turn-off for seasonal customers shows activity and you simply◼ Field Service planning, scheduling and dispatch send a person to shut it off or remove it – put that in Field◼ Do not include field generated or programmed Service meter change-outs. Do not double count 73
  74. 74. Whats not included◼ Gas odor response◼ Programmatic meter change-outs or tests◼ Revenue Assurance orders (e.g. remove meters, install locking rings, etc.)◼ Meter installations at a brand new service location; service upgrades; larger meter installs and related activities.◼ Restoration Specialists (e.g. Electric Troubleshooters)◼ Linemen, Line construction or O&M◼ Energy efficiency activities (typically part of Marketing Department) 74
  75. 75. Field Service Order volumesWe ask for aggregatevolumes, then some detailabout each type of order,including handlingapproaches and Policies 75
  76. 76. Field Service CostsGiven our definitions, we can then allocate cost 76
  77. 77. Field Service Order Management ProcessThe purpose of this section is to evaluate the process for getting short-cycle, customer-generated AND internally-generated work to the field and completed. This includes thethree specific field service activities (credit, billing investigations, and change of account)specified in previous pages.Because of the widespread adoption of mobile data solutions for many field activities, weare also interested in how the scheduling process for these activities interacts with otheractivities. This section is organized around: ◼ Self assessment ◼ Organization ◼ Work Process ◼ Performance measures/reporting 77
  78. 78. Self-Assessment QuestionsWe use self-assessment questions as a way to quickly understand how your fieldservice function operates:We evaluate Automation as used for:3.Scheduling customer orders [order scheduling]4.Assigning [not dispatching] orders to workers [order assignment]5.Auto-dispatch the majority of its work orders6.View availability and status of your field workers on a real-time basis7.Managed on a real-time basis [workload balancing, route re-optimization, adjustingdispatched work, inserting filler work etc.]And Appropriate Organization - roles of supervisor and work planning/dispatch9.Work order planning group optimizes the workload/routing/priorities of field workforceon at least a daily basis.10.Field supervisors are directly accountable for managing the field workers assignedwork site reporting, schedule adherence, utilization, and/or order completionperformance.11.Work order planning group to support order assignment, scheduling, distribution,dispatch, rerouting etc. for Customer Service ordersAnd whether or not you have an Efficient Process – changes in process13.In the past year weve implemented new practices / technologies to better managethe field force 78
  79. 79. Process Model: Field Service Order Management Process Order Order Order Order Issuance/ Handling/ Scheduling Assignment Dispatch Completion• First step in the order • Second step in the order • Third step in the order • Last steps in the order management process as management process management process management process. defined by 1QC. • The assignment of a • The issuance of a • The worker handles the• Simply scheduling- when, scheduled order to a scheduled and assigned issued order and either what time etc. worker (or work group), order to a specific worker completes it or updates geographic territory and or work crew in the field. the status if unable to• Does not include the skill set complete (UTC, CGI etc.). assignment of the order or • The best example of an the issuance or dispatch of • It does not include the issued order would be an • The completion process the order issuance of the order to a order that is in the hands of includes documenting all worker and the workers the worker (or on his/her the appropriate work• Orders can be scheduled for tasks for a day or shift. mobile device) to be handled information required to example as: and completed. complete the order for • same day, field purposes • current (with a specific • 1QC uses issued and date) or dispatched synonymously • future (known to be scheduled for future time period but with out a specific date) 79
  80. 80. Process MeasuresFor each of these Steps, we then ask for your process Measures…For each of the following Order Management Steps, please provide us with the top 1-2process measures you use in each step of the process (see Glossary for definitions).Please make sure to include all measures from the Call Center Agent, to the Scheduler,Dispatcher, and Field Worker:1. Order Scheduling:2. Order Assignment:3. Order Dispatch:4. Order Handling/Completion (in the Field): 80
  81. 81. Meter Reading February 2012 81
  82. 82. Scope of the Customer Service Benchmark Study Field Service • Change of Account • Billing Field Orders (meter Revenue Management Customer Contact investigations) • Credit Office and • Contact Center Back Office • Credit Field Orders • Local Office • Billing Outbound calls • Order Management • • Self Service Meter Reading • Billing Field Policies Credit Field Policies • Contractors • Manual • Payment Processing • Revenue Protection: • Credit Inbound calls • Mobile AMR Office and Field • Fixed Network AMI CS Support: CS IT, Training, Benchmarking, Executives Customer Life-cycle: Meter Set to Cash Measures, Policies & Processes Employees: Safety, Staffing Customer: Customer Satisfaction, First Contact ResolutionAreas excluded: Energy Audit/Energy Efficiency Group Meter Change-out Account Executives 82
  83. 83. Cost Allocations: Meter ReadingMeter Reading O&M cost allocation, please break out total meter reading costsby technology. 83
  84. 84. Technology – Meter Reading Technology Any technology specifically used for a function such as meter reading devices, mobile data technology, telephone switch or call routing software, call monitoring software etc. Contact Center: Meter: ◼ IVR ◼ Handhelds ◼ ACD ◼ Routing software ◼ Scheduling Software ◼ Telecommunications ◼ Workforce Management (WFM) ◼ Remote disconnect ◼ Multi-channel processing ◼ MV 90 ◼ Web, Social Media technology costs ◼ GPS ◼ VOIP Bills: ◼ Web/email routers ◼ Inserters ◼ Virtual hold technology costs ◼ Web/email, bill presentment ◼ 3rd party applications (OMS interface etc.) ◼ C/I billing software (MV 90) Field: Payment: ◼ Mobile data ◼ Image processer ◼ Scheduling ◼ Slitter/sorter ◼ GPS ◼ Interface w/kiosks ◼ Telecommunications ◼ Routing software for off-site payments ◼ Routing software ◼ Payment Kiosks ◼ Dispatching software Credit: Revenue Protection ◼ Behavioral scoring ◼ Tamper plug ◼ Predictive dialer ◼ Data mining software ◼ Credit optimization softwareNOTE: CIS is a separate category 84
  85. 85. Subject Areas for Meter Reading ◼ Volumes ◼ Service Levels ◼ Manual Reading ◼ Outsourcing ◼ AMI/AMR 85
  86. 86. Meter Reading IntroductionMeter Reading covers regular monthly ◼ Manual reads ◼ Demand (MV-90) ◼ AMR: mobile read and 1-way fixed network ◼ AMI: 2-way fixed network reads used primarily for billing purposesDoes not include ◼ Check reads, re-reads, etc., which are included in Field Service. 86
  87. 87. Meter Reading Volume DataThe goal of these questions it to understand number of meter reads bymeter type. If your AMI meters are read many times per month, we still onlywant an answer of “12” for those meters, not many hundreds or thousands. 87
  88. 88. Meter Reading DefinitionsTransactions ◼ Meter Read = Scheduled meter reads. If multiple meters are read at a premise, count as multiple reads. Include AMI/AMR, but only count one read per month for billing purposes. Trips to take a reading for a change of account or as part of a billing investigation (e.g. re-read) should NOT be included, instead these are in Field Service. For demand meters, even though the reader has to read both a demand register and a usage register, treat it as a single read.Performance Measures ◼ Error Rate = Number of errors identified through the billing system before the bill is mailed, plus errors identified by the customer. 88
  89. 89. Meter/Billing ErrorsA meter reading error is an error that ends up in the billing system that results ina reread or estimate in order to generate a bill.Meter reading errors can be found at points 1, 2 and 3 in the diagram below. Meter Pre-edit (in BILLING Customer Read software) 5 6 Bill Bill Exception Exception 7 1 Error Pre-Bill Evaluation MR Error Evaluation Billing .. Meter 2 Error Services MR Error Coded 3 .. Other Meter Reading Errors = 1 + 2 + 3 MR Error Error Bill Exceptions Pre-bill = 5 + 6 Post-bill = 7 89
  90. 90. Credit & Collections February 2012 90
  91. 91. Scope of the Customer Service Benchmark Study Field Service • Change of Account • Billing Field Orders (meter Revenue Management Customer Contact investigations) • Credit Office and • Contact Center Back Office • Credit Field Orders • Local Office • Billing Outbound calls • Order Management • • Self Service Meter Reading • Billing Field Policies Credit Field Policies • Contractors • Manual • Payment Processing • Revenue Protection: • Credit Inbound calls • Mobile AMR Office and Field • Fixed Network AMI CS Support: CS IT, Training, Benchmarking, Executives Customer Life-cycle: Meter Set to Cash Measures, Policies & Processes Employees: Safety, Staffing Customer: Customer Satisfaction, First Contact ResolutionAreas excluded: Energy Audit/Energy Efficiency Group Meter Change-out Account Executives 91
  92. 92. Sections in the Credit questionnaire Overall Results – Delinquencies Transaction Volumes Process Management Regulatory Environment Process Steps ◼ Account Initiation ◼ Active Account Management ◼ Collection Actions ◼ Final Account Management Customer Assistance Supplier Credit 92
  93. 93. Write-offsThis question captures Revenue and Write-off information. Note the mostimportant fields are highlighted in green. If you do not answer these, youwill not appear on the Write-offs per Revenue graph. 93
  94. 94. Technology – Credit Technology Any technology specifically used for a function such as meter reading devices, mobile data technology, telephone switch or call routing software, call monitoring software etc. Contact Center: Meter: ◼ IVR ◼ Handhelds ◼ ACD ◼ Routing software ◼ Scheduling Software ◼ Telecommunications ◼ Workforce Management (WFM) ◼ Remote disconnect ◼ Multi-channel processing ◼ MV 90 ◼ Web, Social Media technology costs ◼ GPS ◼ VOIP Bills: ◼ Web/email routers ◼ Inserters ◼ Virtual hold technology costs ◼ Web/email, bill presentment ◼ 3rd party applications (OMS interface etc.) ◼ C/I billing software (MV 90) Field: Payment: ◼ Mobile data ◼ Image processer ◼ Scheduling ◼ Slitter/sorter ◼ GPS ◼ Interface w/kiosks ◼ Telecommunications ◼ Routing software for off-site payments ◼ Routing software ◼ Payment Kiosks ◼ Dispatching software Credit: Revenue Protection ◼ Behavioral scoring ◼ Tamper plug ◼ Predictive dialer ◼ Data mining software ◼ Credit optimization softwareNOTE: CIS is a separate category 94
  95. 95. Process Model -- Key Areas of Credit & Collections Customer Account Active Account Collection Final Account Assistance Initiation Management Actions Management Programs• Credit Scoring • Deposit Review • Notices • Final Billing • Low Income• Deposit • Behavioral Scoring • Payment • Write-off Assistance Programs Requirements • Contact Center Arrangements • Skip-Tracing • Li-HEAP Programs• Positive ID Policies • Outbound calling • Collection Agency • DSS/ State• Customer • Customer • Field collections Operations • Other Grants Information Segmentation • Field termination • Reporting to Credit • Notification to DSS Collection • C/I Analysis (cut-out) Bureaus/ National of Pending• Fraud Prevention • Late payment fees • Restoration of Information Termination• Past due Amounts • Landlord service (cut-in) Exchanges • $ Minimums• Service Denial Agreements • Sheriffs • Community• C/I initiation • Special Accounts Warrants/Legal Outreach • Record • Bankruptcy/Judgme maintenance nts • Final Bills • C/I Collections • Vacant Properties • Supplier CollectionsRegulatory Environment – RULESProcess Management – Performance measurement & reporting, organization structure, staffing & resources,effectiveness measurement of individual actions, write-off forecasting, optimization modelingInvolved/Affected Organizations – Credit, Call Center, Accounts Processing, Field/Meter Services Note: Process includes Residential and C&I segments 95
  96. 96. Credit & Collections Distribution Through cSFor analysis, well put the credit process cost back together from 3 differentsources.We have three primary sources for volumes: ◼ Contact Center  New account setup calls  Number of inbound credit calls ◼ Field Service  Number of field credit orders worked ◼ Credit Office  Number of outbound credit calls  Past-due accounts  Accounts written offWe expect to continue to ask these questions in multiple places in thequestionnaire, to better fit with the organization structure and channels forexecuting the work 96
  97. 97. Guidelines - Credit Office ActivityWhats included: ◼ Notices issued, determination of disconnections and reconnections, payment arrangements when handled in the credit area (separate from contact center), outbound calls, policy development and execution ◼ Include any collection agency or skip trace costs in contracted services ◼ Only include credit postage if a separate credit mailing, otherwise put in billing. ◼ Include outbound credit calls, which are calls made by the company (or contractors) to remind customers to pay their overdue bills, make payment arrangements, etc. ◼ Include credit scoring transaction fees ◼ Bankruptcy ◼ Customer Assistance 97
  98. 98. Guidelines - Credit Office ActivityWhats excluded: ◼ Field activities (connect/disconnect for non-pay, notices, collections) should be included in Field Service ◼ Inbound credit calls belong in contact center 98
  99. 99. A Couple of Key Credit DefinitionsPerformance Measure◼ Write-offs Percent = Net percent of total revenue written off (e.g. less any recoveries). Goal is the actual dollar amount written off during the year. This is not necessarily the same as “uncollectibles”, which is in the FERC 904 account for the year, since that can be affected by changes in the provision for bad debt during the year (FERC 144 account). Write-offs are the annual “net” cost of bad debt. In other words any recoveries (less fees) should be subtracted from gross write-offs.◼ Percent Past Due 60 Days = Percent of bills unpaid at 60 days. Note for most utilities this is balance due at second bill. 99
  100. 100. Volumes – Deposits CollectedOne area of interest is the number of deposits collected as a ratio to newapplications . . . New Customer Applications Qualify for deposit requirement Actually bill the deposit Deposits collected 100
  101. 101. Customer Assistance scopeAdded as part of the core questionnaire in 2011, weve included: ◼ Customers eligible( %) for assistance programs ◼ Customer receiving (%) assistance ◼ $ value available and provided ◼ $ in State assistance available ◼ Costs ◼ Practices and processes, approaches, policies, promotion of programs 101
  102. 102. Revenue Protection February 2012 102
  103. 103. Revenue Protection: Scope of ActivitiesRevenue Protection activities vary greatly among utilities, depending on a number offactors, including commodities offered. Some utilities have dedicated Revenue Protectiondepartments, which are the focus of this section. Other utilities leave the variousactivities in different areas of customer service and operations. For our purposes we onlywant you to include your dedicated Revenue Protection departments.The broadest definition (sometimes referred to as Revenue Assurance) includes both office and fieldactivities surrounding these types of revenue loss: ◼ Energy theft (aka diversion, unauthorized usage): 1) Meter tampering; 2) Meter bypass; 3) unauthorized attachment. ◼ Fraud (aka identity theft): Field investigation related to fraudulent names, and passing accounts among roommates to avoid bills. ◼ Billing Problems: Field investigation and back billing for 1) usage on unmetered accounts, 2) usage on inactive accounts; 3) Meter errors (stopped or broken); 4) Not in system; unknown user ◼ Other activities/technologies: 1) Data mining to identify suspicious usage patterns; 2) AMI tamper flags For purposes of this survey: If you send a revenue protection ◼ Do not include meter-related field work performed by person out to investigate to Field Service or Meter Shops determine if there is theft involved or revenue loss involved – put it in ◼ Do not include special contact center programs to Revenue Protection. prevent identify theft or fraud at account initiation Do not double count ◼ Do not include routine billing investigations 103
  104. 104. Revenue Protection: THE PROCESS ModelThe process model is built on a series of individual steps through which eachcase must progress CASE CASE CASE CASE CASE Reported Investigated Confirmed Billed Collected◼ Reported: A reported issue (e.g. from Meter Reading, a hot line or data mining) is acknowledged and put in a backlog (perhaps identified as a “case”)◼ Investigated: A revenue protection person reviews either in the office or in the field and identifies a course of action (probably identified as a “case”)◼ Confirmed: The outcome of the investigation concludes there is usage that should have been paid for◼ Billed: A bill is presented to the customer (almost always a “case”)◼ Collected: Customer pays (and the “case” is closed) 104
  105. 105. Revenue Protection – the Iceberg Model Cases Collected Cases Billed Cases Confirmed Cases Investigated Cases Reported Total Cases (unknown) The amount of revenue collected only reflects the “tip of the iceberg” when it comes to energy theft and fraud. 105
  106. 106. New Slide Relationship to QuestionnaireIn order to separate cases between RP25 and 30 and RP35 and 40, you’ll probably havehad to reach the confirmed stage. You’ve investigated the case and determined whether ornot it was intentional theft (RP25/35) or an error by the company (RP30/40). CASE CASE CASE CASE CASE Reported Investigated Confirmed Billed CollectedCases worked (asked in RP15) are any cases that are investigated, confirmed, billed, andcollected. In order to answer RP15, you’ll have to have determined what type of case it inin the investigation stage. 106
  107. 107. Technology – Revenue Protection Technology Any technology specifically used for a function such as meter reading devices, mobile data technology, telephone switch or call routing software, call monitoring software etc. Contact Center: Meter: ◼ IVR ◼ Handhelds ◼ ACD ◼ Routing software ◼ Scheduling Software ◼ Telecommunications ◼ Workforce Management (WFM) ◼ Remote disconnect ◼ Multi-channel processing ◼ MV 90 ◼ Web, Social Media technology costs ◼ GPS ◼ VOIP Bills: ◼ Web/email routers ◼ Inserters ◼ Virtual hold technology costs ◼ Web/email, bill presentment ◼ 3rd party applications (OMS interface etc.) ◼ C/I billing software (MV 90) Field: Payment: ◼ Mobile data ◼ Image processer ◼ Scheduling ◼ Slitter/sorter ◼ GPS ◼ Interface w/kiosks ◼ Telecommunications ◼ Routing software for off-site payments ◼ Routing software ◼ Payment Kiosks ◼ Dispatching software Credit: Revenue Protection ◼ Behavioral scoring ◼ Tamper plug ◼ Predictive dialer ◼ Data mining software ◼ Credit optimization softwareNOTE: CIS is a separate category 107

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