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2016

Utilities AR & Uncollectibles Conference

October 3 - 5, 2016, Orlando, Florida

Educating and Empowering Credit & Collection Leaders

Host Utility

CONFERENCE BROCHURE

Register at www.conferencesbymonticello.com

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2016

Utilities AR & Uncollectibles Conference

OCTOBER 3 - 5, 2016 ORLANDO, FLORIDA

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he 2016 Utilities AR & Uncollectibles Conference is an outstanding educational event specifically created for utility industry credit and collections professionals and solution providers. The Conference continues the tradition of the American Gas Association’s former annual Uncollectibles Workshop, where attendees learn from industry experts and share best-practices designed to improve operational and financial performance. The AGA supports the event as an industry sponsor. The Conference brings an unparalleled and personalized approach, connecting individuals to meet, learn, network and develop business relationships. Our goal is to provide a high-quality educational conference which benefits utility company attendees, industry solution providers and sponsors. We invite and encourage utility company vice presidents, directors, managers, supervisors, analysts and other industry professionals to attend. There is two full days of learning, including case studies, interactive panel discussions and expanded utilities only sessions. This year’s venue is the Hyatt Regency Orlando in Orlando, Florida. Plan to come early to enjoy the vacation capital of the world, including home to more than a dozen theme parks. Chief among its claims to fame is Walt Disney World, comprised of 4 parks, including Magic Kingdom and Epcot, and 2 water parks. Another major player, Universal Orlando, offers 2 parks: Universal Studios and Islands of Adventure, with the Wizarding World of Harry Potter straddling both. Some of our participating companies:

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• Pacific Gas & Electric Co. • PPL • Orlando Utilities • Ameren Missouri • Entrust Energy • UGI Utilities, Inc. • SMUD

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SCHEDULE AT A GLANCE Monday

October 3

2:00 – 5:00 2:00 – 5:00 3:15 – 3:45 5:15 – 6:45

7:15 – 8:15

Tuesday

October 4

8:15 – 8:25 8:25 – 8:45 8:45 – 9:30 9:30 – 9:50 9:50 – 10:35 10:35 – 11:20 11:20 – 11:40 11:40 – 12:25 12:30 – 1:30 1:45 – 2:30 2:30 – 3:00 3:00 – 5:00 5:30 – 7:00 7:00 – 8:30

Wednesday

October 5

7:30 – 8:30 8:30 – 9:15 9:15 – 10:00 10:00 – 10:30 10:30 – 11:15 11:15 – 12:00 12:00

Registration for Pre-Conference Workshop and Conference Pre-Conference Workshop Afternoon Refreshment & Networking Break Cocktail & Networking Reception

Registration and Networking Breakfast Conference Kick-Off Welcome and Keynote Address: Cynthia Henry, OUC Case Study: Sheryl Wilson, Pacific Gas & Electric Refreshment and Networking Break Case Study: Beth Fronheiser, PPL Panel Discussion: TCPA impacts and updates Refreshment and Networking Break Case Study: Shane McDonald, Entrust Energy Group Luncheon Case Study: Ed Willlhite, Ameren Missouri Refreshment and Networking Break Utilities Only Session Cocktail & Networking Reception (off-site) Group Dinner (off-site)

Registration and Networking Breakfast Case Study: Ebony Whitby, OUC Case Study: Kristin Werner, UGI Utilities, Inc. Morning Refreshment and Networking Break Case Study: Don Davey, Tethr & Jim Iyoob, Etech Global Services Case Study: Debbie Smithee, SMUD Conference Concludes

Note: agenda subject to change

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Executive Sponsors

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Tote Bag Sponsor

Welcome Package Sponsor

Breakfast Sponsor

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Break Sponsor

Break Sponsor

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2016 Sponsors

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Text Messaging

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Note: agenda subject to change

Agenda: Monday, October 3, 2016 1:00 – 5:00

Registration for Pre-Conference Workshop and Conference

2:00 – 5:00

Pre-Conference Workshop

Interactive Workshop

Legal, Regulatory and Collections Compliance Essentials: What Utilities Need to Know Today In this interactive workshop, attendees will learn the essentials of legal and regulatory compliance. Discussion will include what policies, procedures and oversight you need to insure compliance. Learn best practices in policy & procedure development, employee regulatory compliance training, and state of the art tools to enhance compliance. In addition, updates on TCPA, texting and mobile communications will be provided. Topics covered will include: • Overview and trends of current regulatory environment, including relevant specific laws and agencies • A thorough review discussion of the latest CFPB proposed rule changes for Collection Agencies • Best practices in employee regulatory compliance training • Recommendations on how utilities and agencies can work together to mitigate risk and optimize recoveries • Review of the current CTIA and TCPA regulations within the collections space • Best practice in mobile communications for the utility industry • Overview of SMS compliance based logic and recommendations on risk mitigation for utilities Workshop Instructors: --Paul J Lengyel, Compliance Manager, ONLINE Information Services, Inc. --Mike Cantrell, President / CTO, Solutions by Text, LLC

3:15 – 3:45

Afternoon Refreshment & Networking Break—Hosted by:

5:30 – 7:00

Cocktail & Networking Reception—Hosted by:

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Agenda: Tuesday, October 4, 2016 7:15 – 8:15

Registration and Networking Breakfast—Hosted by:

8:15 – 8:25

Conference Kick-Off

8:25 – 8:45

Welcome and Keynote Address --Cynthia Henry, Director, Commercial Customer Service, Orlando Utilities Commission

8:45 – 9:30 Case-Study: pay plans

Improving Financial Performance with Pay Plan Standardization at Pacific Gas and Electric Company Customer pay plans are often a source of complaints resulting from inconsistent treatment and often causing an increase in arrearages. PG&E’s Pay Plan Standardization initiative is actually improving performance and creating a consistent customer experience. Sheryl Wilson will discuss the Company’s program and automated assessment tool, including: • Standardizing pay plans across all customer channels (live reps, IVR, web, and mobile) • Adjusting payment amount and terms based on individual customer risk levels • Automated Customer Service Rep override flexibility • Increasing self-serve levels • Reducing Average Call Handle Time (AHT) • Reducing complaints --Sheryl Wilson, Senior Business Analyst, Credit Policy & Operations, Pacific Gas & Electric Company

9:30 – 9:50

Morning Refreshment and Networking Break— Hosted by:

9:50 – 10:35

Continuous Process Improvement to Improve Financial Performance at PPL Electric Utilities PPL continues to improve financial and operational performance in its credit and collections organization. Beth Fronheiser, will discuss PPL’s strategic journey to take Revenue Operations performance to a higher level. Topics will include:

Case-Study: process improvement and changemanagement

• Project goals • Drive for innovative ideas for improvement • Selection and prioritization of project tasks • Segmentation of customers based on risk --Beth Fronheiser, Project Manager – Credit & Collections, PPL Electric Utilities

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Panel Discussion on TCPA and Mobile Communications Panel discussion on recent rulings and decisions regarding TCPA and mobile communications Moderator: Bruce A. Gay, President, Monticello Consulting Group Panelists: --Shane McDonald, Senior Director, Credit & Collections, Entrust Energy --Mike Cantrell, President / CTO, Solutions by Text, LLC --Dusty Whitesell, Chief Evangelist LiveVox Inc.

11:20 – 11:40

Morning Refreshment and Networking Break— Hosted by:

11:40 – 12:25

Collection Strategies and Key Metrics Management at Entrust Energy Entrust Energy has implemented collection strategies, as well as key performance measurements designed to improve financial performance. Shane McDonald will discuss the program, including:

Case-Study: Collection Strategies and Metrics

• Credit and deposit optimization • Active collections, including roll rates • Final bill program, including early-out collections • Expanded communication channels to reach customers (letters, email, voice, and text) • Outside collection agency program for late stage debt • Vendor management with data sharing and appropriate analytics --Shane McDonald, Senior Director, Credit & Collections, Entrust Energy

12:30 – 1:30

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Group Luncheon—Hosted by:

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1:45 – 2:30 Case-Study: Metrics and Measurement

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Dashboard Data Analytics to Improve Credit and Collections Insight and Management Performance Ed Willhite will discuss the design, implementation and benefits of a data analytics dashboard which provides deep insight into customer behavior, customer service representative compliance and field force productivity. Discussion will include how the dashboard solution assists in designing collection and customer management strategies. --Ed Willhite, Manager, Credit & Collections, Ameren Missouri

2:30 – 3:00

Afternoon Refreshment & Networking Break—Hosted by:

3:00 – 5:00

Utilities Only Session: open discussion on credit, collections, debt recovery and account management Discussion will include best practices and solutions for achieving process and performance improvement. Utilities will have an opportunity to submit questions and topics for open discussion.

Utilities-Only Session

Session Moderator: --Shane McDonald, Senior Director, Credit & Collections, Entrust Energy --Debbie Smithee, Supervisor Revenue Assurance, Sacramento Municipal Utility District

5:30 – 7:00

Cocktail & Networking Reception—Hosted by:

6:45 – 8:15

Group Dinner with live music at B.B. King’s Blues Club in Pointe Orlando Hosted by:

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Agenda: Wednesday, October 5, 2016 7:30 – 8:30

Registration and Networking Breakfast—Hosted by:

8:30 – 9:15

Utilizing Technology: How OUC’s Prepaid Metering Program has Positively Impacted Write-Offs Ebony Whitby will discuss Orlando Utilities’ (OUC) use of technology, including its prepaid metering program.

Case-Study: Technology and Process Improvement

9:15 – 10:00 Case-Study: Pay Plans Process Improvement

--Ebony Whitby, Manager of Customer Service, Orlando Utilities Commission

Planning, Implementing and Managing an Outside Collection Call Center: Lessons Learned from UGI Utilities, Inc. Recently, UGI contracted with a call center solution provider to handle inbound collection calls. Kristin Werner will discuss the lessons learned from their implementation and partnership, including: • Pros and cons of using an outside solution provider • Costs and benefits • Communication and technology challenges • Representative training issues • Measurement metrics and ongoing management --Kristin Werner, Credit Analyst and Supervisor, UGI Utilities, Inc.

10:00 – 10:30

Morning Refreshment and Networking Break—Hosted by:

10:30 – 11:15

Turning Phone Conversations into Actionable Insight Utilities conduct thousands of phone conversations with customers every single day. Research shows that about 70% of a customer’s needs are still met in these conversations and that these calls are filled with valuable insights that utilities could use to improve performance. Getting at those insights is difficult though, as the volume is so large that only small percentage of the calls are actually monitored. This presentation will discuss new technology in Speech Analytics which enables utilities to access the valuable insights contained in all of their customer phone conversations and turn the insight gained into action.

New Technologies and Solutions

--Don Davey, Director Communications Intelligence and Speech Analytics, Tethr --Jim Iyoob, EVP Customer Experience and Operational Excellence, Etech Global Services

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11:15 – 12:00 Case study: Collection and Account Management

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SMUD’s Approach to Reducing Fraud and Scams SMUD has developed innovative strategies and utilized new technologies to help reduce the company’s exposure to fraud. Debbie Smithee will present the Company’s fraud detection and risk mitigation strategies, including: • Enrollment fraud • Active account fraud and scams • Premise-based fraud detection techniques --Debbie Smithee, Supervisor Revenue Assurance, Sacramento Municipal Utility District

12:00

Conference Concludes

SUPPORTING ORGANIZATIONS

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HOTEL INFORMATION Hyatt Regency Orlando, Orlando Florida 9801 International Drive, Orlando, FL 32819, USA • Reservations by phone, call 1-888-421-1442 • The direct number is 407-284-1234 • Room rate is $189 single or double occupancy, plus applicable taxes • Hotel cut-off date for group rate is Friday, September 9, 2016 Please indicate that you are with the Conferences by Monticello’s “Utilities AR & Uncollectbles Conference” to receive the group rate. There are a limited number of rooms available at the conference rate. Please reserve your room early! ▸▸ Click for direct link to group reservation block Directions: Just 15 minutes from Orlando International Airport. Simply take Toll Road 528 West for a fast, easy ride to the hotel. All driving directions will lead you to this highway, and we’re located at Exit #1, International Drive/ Convention Center/ SeaWorld.

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REGISTRATION INFORMATION Utility Company and Creditor Registration Fees • Conference Only: $899.00 • Conference and Pre-Conference Workshop: $1199.00 • Pre-Conference Workshop Only: $299.00 • Proceedings and speaker presentation package (available post-conference): $299.00 The registration fee includes breakfast, luncheon, dinner (Tues.), reception(s), refreshments and post-conference proceedings and speaker presentation packages. Discounts Multiple registrants from the same company may qualify for a team discount. Please contact us at 843-277-1620. Scan QR reader for website registration

General Registration Information There are three ways to register:

1. Online at www.conferencesbymonticello.com 2. Call us at 843-277-1620 3. Complete the registration form and email, fax or mail (click to download registration form) Payments accepted include VISA, MasterCard, American Express, Discover and by check. Commercial/Non-Utility Company Registration Industry solution providers must sponsor to attend. Please contact us for sponsorship opportunities. Substitutions and Cancellations Registrations may be transferred to other members of the same company. Cancellation requests must be received in writing by Friday, September 23, 2016 in order to process a refund, less a $195 administration fee. Conferences By Monticello’s liability is limited to refund of the conference registration fee only. For more information, please contact us at 843-277-1620. Attire Business casual Sponsorship Opportunities For sponsorship opportunities, please contact Marilynn Gay at 843-277-1620 or email her at [email protected]

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