Customer Engagement: Billing, Payments & Collections for Utilities

February 13-14, 2024 | Online :: Central Time

0224-customer-engagement

“EUCI’s events are very informative and educational based on the experts that have been requested to present and by allowing participants to interact throughout each expert’s presentation as well as panel discussions.” Director, Regulatory Policy, AltaLink

“This conference was informative and helpful in bringing together members of different backgrounds within the industry to share their observations and findings as it related to the changing environment in which utilities operate. The event length was also just right!” Staff Rates Analyst, PSEG

“Time after time, EUCI offers an agenda of great speakers with relevant content for all utilities looking to improve digital engagement and customer experience.” American Electric Power (AEP)

“EUCI conferences remain amongst my favorite opportunities to learn and engage with my industry peers and key vendors. I always find that I come away with key ideas and action points to improve how my company ultimately performs and serves our customers.” Caribbean Utilities Company

Register now for this conference to explore innovative strategies for customer engagement and best practices for billing, payments, and collections. It’s never been more critical to come together to problem-solve and learn from each other. Attendees will benefit from case studies and real-world examples directly from utility executives.

Electric utilities are under enormous pressure to reinvent their relationship with customers. Unlike traditional utility models that operated with minimal customer interaction, the digital age brings customers with new expectations. Aggressive clean energy targets require innovative demand-side approaches. Distributed energy resources (DERs) are transforming the role of the customer. During the pandemic, utilities implemented moratoriums on payment collection and service shut-offs. Utilities must now identify ways to close these budget gaps. All the while, billing & payments departments are tasked with employing the latest in upgrades and technologies while continuing business as usual.

Learning Outcomes

• Explore the challenges, complexities, and best practices related to regulatory compliance and engagement
• Identify insights into how successful utilities are adopting customer-centric approaches by utilizing customer insights to shape their strategies
• Explore the ways of educating consumers about their billing and rate options, fostering a better understanding of their utility bills
• Discover how proactive communication influences positive outcomes with every interaction
• Review artificial intelligence (AI) and cloud-based cognitive tools
• Identify the challenges and opportunities associated with AMI for improving customer engagement
• Address the importance of compliance with relevant regulations and laws governing debt collection, ensuring that utility companies operate within legal and ethical boundaries
• Compare different customer-centric approaches that address the unique needs and preferences of different demographic groups
• Discuss complexities involved in managing customer bills and payments during and after severe weather events
• Review the methods of the right engagement trends can lead to increased customer satisfaction, loyalty, and retention
• Address the regional disparities in energy prices versus household income and how these disparities impact the affordability of clean energy solutions

Tuesday, February 13, 2024 : Central Time

 

9:00 – 9:45 a.m. :: Regulatory Updates: Funding, Compliance, and Limitations

Behind a satisfied customer, there is always an actionable, well-prepared, and insightful organization.

In this session, the attendees will hear about  regulatory experience, funding approaches, compliance challenges, and limiting factors they have encountered in the energy sector.

Elaina Ball, Chief Strategy Officer, CPS Energy

9:45 – 10:30 a.m. :: Consumer-Centric Insights: Electric Bill Awareness

In this session, we will dive into residential consumers’ awareness and understanding of today’s electric rate plans. Based on findings from a recent SECC report, this session will provide a detailed look at what today’s consumers know, think, and feel about their monthly electric bills and their electric rate plan options. Get a municipal perspective on partnering with the consumers to improve utility collections.

Jason McGrade, Deputy Director, Smart Energy Consumer Collaborative (SECC)

10:30 – 10:45 a.m. :: Morning Break

10:45 – 11:30 a.m. :: Automated Metering Infrastructure (AMI) Lessons Learned

This session will give and overview of AMI, focusing on common pitfalls to provide a customer-centric approach for utilities.

Jose Bravo, Manager of Member Services Development, Florida Municipal Power Agency (FMPA)

11:30 a.m. – 12:15 p.m. :: Automated Metering Information (AMI): Solutions to Real-Time Data Collection

This session will cover the latest technologies and strategies that enable utilities and organizations to collect real-time data efficiently, enhancing customer engagement and service delivery.

Lisa Willson, Retail Billing and Systems Team Leader, Nebraska Public Power District

12:15 – 1:15 p.m. :: Lunch Break

1:15 – 2:00 p.m. ::  Integrating Digital Media, Hotline Services, and Grassroots Outreach for Effective Consumer Education

In this session, the Citizens Utility Board (CUB) of Illinois will share its holistic approach to integrating digital media strategies with hotline services and grassroots outreach initiatives to take on the critical task of consumer education. Attendees will learn how trusted non-utility partners can deploy these methods to engage “hard to reach” customers in an industry where the growing list of customer program options can be overwhelming.

Sarah Moskowitz, Executive Director, Citizens Utility Board

2:00 – 2:45 p.m. ::  Billing and Payment Accessibility for Diverse Demographics

In today’s dynamic business landscape, ensuring that the billing and payment processes cater to diverse demographics is more critical than ever.

This session will discuss the intricacies of creating billing and payment systems that are inclusive and accessible to a wide range of customers, understanding the unique needs and preferences of different demographics.

Sue Gilley, Manager, Billing & Payments, APS

2:45 – 3:00 p.m. :: Afternoon Break

3:00 – 3:45 p.m. :: Case Study: Revamping Customer Engagement with Their Utility Providers: Strategies for Success

Let’s talk about the importance of working with customers to establish a payment agreement where the customer can be successful. At the SD PUC, we work with the customers and the company to establish payment arrangements to ensure payments can be made. Customers who can be successful with their payment plan is beneficial to the customer and the company.

This session will share a unique approach of communication SD PUC has implemented.  Text messages are used as reminders of upcoming payments to ensure that payments and arrangements are kept and avoid disconnection of services.

Deb Gregg, Consumer Affairs Manager, South Dakota Public Utilities Commission

3:45 – 4:45 p.m. :: Challenges and Solutions: Billing in the Aftermath of Severe Weather Events

Unprecedented severe weather is disrupting the power grid. Managing customer bills and payments has always been challenging, but sending bills to individuals enduring outages can exacerbate an already difficult situation. This session will detail the intricate coordination required to resume billing operations after a disruption and lessons learned.

Andy Schorn, Director of Customer Revenue, CPS Energy

4:45 – 5:00p.m. :: Final Q&A

5:00 p.m. :: Conference Adjourns

 

Wednesday, February 14, 2024 : Central Time

 

9:00 – 9:45 a.m. :: Navigating Utility-Customer Connection:  Insights into Common Engagement Trends

Building a strong and meaningful connection between utility providers and their customers is vital in today’s utility sector.

In this session, we delve into the dynamic world of utility-customer engagement to provide valuable insights into common trends that are shaping the industry. Understanding these trends can help utility companies enhance customer satisfaction, loyalty, and operational efficiency.

Christina Koren, Manager, Customer Experience, Alectra Utilities

9:45 – 10:00 a.m. :: Morning Break

10:00 – 11:00 a.m. :: Case Study: Balancing the Energy Equation: Ensuring Equity in the Clean Energy Transition

Energy systems are experiencing unprecedented change. Customers will have a substantial role in participating in, influencing, and paying for this change. How can government, regulators and utilities ensure that the cost of the energy transition is not disproportionality born by those least able to afford it? When energy prices versus household income varies widely across regions in North America, how can we align household incomes with energy affordability… and who will pay for the low-carbon energy transition? 

This presentation will include examples from various jurisdictions to address energy equity, the incremental cost of the clean energy transition, and targeted bill/rate relief to vulnerable consumers.

Yolanda Domingo, Chief Operating Officer, British Columbia Utilities Commission (BCUC)

11:00 a.m. – 12:00 p.m. :: PANEL: Uninterrupted Energy: Strategies for Recouping Loss During No-Shut-off Periods

In recent times, a growing number of states have implemented non-shut-off moratoriums, which temporarily halt utility service disconnections for customers facing financial hardships. These moratoriums have presented unique challenges and opportunities for both utility providers and their customers.

This panel discussion will brainstorm the multifaceted aspects of non-shut-off moratoriums, offering insights and solutions to address the issues they raise.

Elaina Ball, Chief Strategy Officer, CPS Energy

Jose Bravo, Manager of Member Services Development, Florida Municipal Power Agency (FMPA)

Yolanda Domingo, Chief Operating Officer, British Columbia Utilities Commission (BCUC)

Sue Gilley, Manager, Billing & Payments, APS

Deb Gregg, Consumer Affairs Manager, South Dakota Utilities Commissioner

Christina Koren, Manager, Customer Experience, Alectra Utilities

Jason McGrade, Deputy Director, Smart Energy Consumer Collaborative

Sarah Moskowitz, Executive Director, Citizens Utility Board

Andy Schorn, Director of Customer Revenue, CPS Energy

Lisa Willson, Retail Billing and Systems Leader, Nebraska Public Power District

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.

• Microsoft recommends downloading and installing the Teams app if possible. You may also use the Edge browser or Chrome.
• You will receive a separate email with a unique link to a personalized landing page which will include links to join all sessions of this event.
• 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.

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 attendees for 7 days after the event

REGISTER NOW FOR THIS EVENT:

Customer Engagement: Billing, Payments & Collections for Utilities

February 13-14, 2024 | Online

Your registration may be transferred to a member of your organization up to 24 hours in advance of the event. Cancellations must be received on or before January 12, 2024 in order to be refunded and will be subject to a US $195.00 processing fee per registrant. No refunds will be made after this date. Cancellations received after this date will create a credit of the tuition (less processing fee) good toward any other EUCI event. This credit will be good for six months from the cancellation date. In the event of non-attendance, all registration fees will be forfeited. In case of conference cancellation, EUCIs liability is limited to refund of the event registration fee only. For more information regarding administrative policies, such as complaints and refunds, please contact our offices at 303-770-8800

Credits

EUCI is accredited by the International Accreditors for Continuing Education and Training (IACET) and offers IACET CEUs for its learning events that comply with the ANSI/IACET Continuing Education and Training Standard. IACET is recognized internationally as a standard development organization and accrediting body that promotes quality of continuing education and training.

EUCI is authorized by IACET to offer 0.9 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 conference to be eligible for continuing education credit.

Instructional Methods

Case studies, PowerPoint presentations, Q&A

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Upon successful completion of this event, program participants interested in receiving CPE credits will receive a certificate of completion.

Course CPE Credits: 11.0
There is no prerequisite for this Course.
Program field of study: Specialized Knowledge
Program Level: Basic
Delivery Method: Group Internet Based
Advanced Preparation: None

EUCI is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.nasbaregistry.org

 

Who Should Attend

• Utility Executives
• Billing and Payment Managers
• AMI Experts
• CX Professionals
• Energy Industry Consultants
• Technology and AI providers
• Energy Polic Makers
• Customer Service
• E-business strategists
• Retail mass market, commercial, and industrial customer billing
• Wholesale billing
• Finance
• Electronic Billing Presentment & Payment (EBP)
• Revenue Management
• Strategy & Planning
• Community Service & Development
• Pricing
• Regulatory authorities responsible for overseeing the electric utility sector
• Energy Policy Makers
• Municipal representatives