HOW AMI IS IMPACTING THE CUSTOMER EXPERIENCE

Transcription

1 CONFERENCE HOW AMI IS IMPACTING THE CUSTOMER EXPERIENCE Hyatt Regency Orange County Pre-Conference Workshop THE CLOUD: A VIABLE OPTION FOR UTILITIES Wednesday, January 27, 2016 Sponsor Media Partner is authorized by IACET to offer 1.0 CEUs for the conference and 0.4 CEUs for the workshop. 1

2 OVERVIEW Advanced Metering Infrastructure (AMI) has become a buzz word in the utility industry over the last several years, and it s being adopted more and more by utilities under pressure to increase operating efficiency and satisfy customer demands. AMI can benefit divisions within utilities ranging from engineering and operations to customer service and billing. AMI provides a utility with a real-time connection to all its customers, conveying actionable information to consumers as well as to utility staff. In addition, a utility can have a better understanding of the quality and distribution of its product, thereby allowing for improvements in service reliability and efficiency. This can lead to improved financial benefits for the utility and improved satisfaction for customers. In the past, utilities have been incentivized by the regulations and regulators that control the industry to be risk-averse. Yet, in today s digital age, customers expect from their utilities faster, more efficient customer service, as well as increased opportunities to reduce their energy bills. These AMI investments have given utilities an efficient path to incorporate a host of new tools and improve their customer engagement. As a result, many utilities are upgrading their legacy metering and data-exchange infrastructure to convert this newly-available information capability into meeting modern customer expectations and demand. This conference will bring together industry and utility experts from across the country to share their expert knowledge, experiences and aspirations regarding the use of AMI. Speakers will discuss specific ways in which AMI is transforming the utility landscape. Attendees will take away additional knowledge and resources required to implement effective solutions within the areas of improving customer engagement for their company as well as network with industry peers. WHO SHOULD ATTEND This conference was developed for those working or specializing in the following areas: AMI and smart metering Smart grid implementation and management Billing Contact center management Revenue management Analytics Operations Customer service Product development Finance Communications E-business strategy Business planning Community service and development LEARNING OUTCOMES Explain how improved analytics through smart meters can improve utility performance and customer satisfaction Discuss ongoing initiatives to improve consumer engagement/satisfaction before, during and after an AMI implementation Evaluate new initiatives for utilities that utilize the smart meter data Discuss how customers will benefit from smart meters and therefore why they can be expected to support smart grid technology deployment Design an internal change management plan for utility employees a critical step in overall consumer buy-in Discuss programs and processes that enable the successful use of AMI 2

3 AGENDA Thursday, January 28, :00 8:30 a.m. Registration and Continental Breakfast 8:30 8:45 a.m. Opening Remarks 8:45 9:15 a.m. Welcome Address from Southern California Edison Southern California Edison (SCE), one of the nation s largest electric utilities and in operation for more than 125 years, was one of the early adopters of AMI. When this project was initiated, it constituted the first major overhaul to the entire SCE metering system since This opening session will provide an overview of how AMI has enhanced its customers experience, including: Providing tools for customers to better manage their electric bills Improved responsiveness for service connection Greater flexibility for new rates and programs - Janet Covington, Director Meter Services, Southern California Edison (SCE) 9:15 10:00 a.m. AMI: Slayer of the Death Spiral? 10:00 10:30 a.m. Networking Break This presentation will examine how AMI deployment can help improve utility performance and customer satisfaction through improved analytics and enhanced offerings that utilities are able to deploy. In terms of customer options, CPS Energy is beginning to look at all the research and impacts to understand what would be best to introduce to customers including: Additional EE/DR offerings such as a pre-pay billing program and critical peak pricing/rebates Pick a bill date - Matthew Croucher, Director Demand-Side Analytics, CPS Energy 10:30 11:15 a.m. AMI: Now that I Have It, How Do I Use It? Utilities that have deployed AMI are eager to leverage new functionality to gain efficiencies and lower operating costs. This presentation will provide an overview of San Diego Gas and Electric s (SDG&E): AMI operations How the utility s smart meter operations team has evolved to mitigate meter issues and support key initiatives Focus on key processes for remote functionality o remote connect/disconnect o remote meter configuration - Jerry Stewart, Smart Meter Operations Manager, San Diego Gas & Electric (SDG&E) 11:15 a.m. 12:00 p.m. Leveraging Technology at LVVWD to Improve the Customer Experience 12:00 1:00 p.m. Group Luncheon Staffing for automated meter reading in the water industry is probably a bit more involved than one would suppose. If a utility s AMI strategy involves increasing customer engagement and streamlining operations around this new technology, then staffing adjustments will be necessary along the meter-tocash continuum of business processes. This session will detail how the Las Vegas Valley Water District (LVVWD) has made significant changes to the customer service model from the office to the field as the utility has leveraged AMR technology for more than a decade. Among the aspects that will be discussed in this session: Building technical proficiency in the field Troubleshooting across multiple devices Maintaining employee engagement throughout implementations and upgrades Understanding how optimized business processes impacts field work Preparing the back office and in-bound call center for adjustments based on volume shifts and data trends The session will also consider preparations for the future, through advanced phases of this technology. - Penny Tootle, Customer Care Manager, Las Vegas Valley Water District (LVVWD) 3

4 AGENDA Thursday, January 28, 2016 (Continued) 1:00 1:45 p.m. Unlocking New Customer Experience A New AMI Enabled World As utilities have matured in the customer service space, customer engagement opportunities have evolved and AMI has provided new ways to engage. These now often include advanced mobile engagement, energy management solutions, connected homes, new levels of service automation and a more experiential relationship with customers through deeper insights. This session will focus on highlighting some of the most current thinking in the utilities space that will bring customer engagement to a new level, while realizing considerable benefits for utility operations as a whole: Cost savings Internal efficiencies Greater customer engagement Etc. - Greg Stanway, Senior Manager Customer Strategy & Business Transformation Projects, BC Hydro 1:45 2:30 p.m. AMI at SMUD: Benefits and Possibilities The Sacramento Municipal Utility District (SMUD) completed a full-scale smart meter implementation in The project has provided many benefits those that were planned in the AMI business case, as 2:30 3:00 p.m. Networking Break well as those that were not identified until after project completion. SMUD continues to expand on the AMI implementation by developing new initiatives that utilize the smart meter data. This presentation will provide: A brief overview of the project implementation Details on benefits (initiatives, projects and programs) that resulted from the implementation Information on new ideas for expanding the project benefits - Jim Parks, Program Manager Energy Research and Development, Sacramento Municipal Utility District (SMUD) 3:00 4:00 p.m. Effective Customer Communications Pre, During & Post AMI Implementation Even amid an intense swirl of customer outcry, media lashing and political scrutiny over the company s service reliability issues, Pepco Holdings, Inc. (PHI), delivered on one of the most successful rollouts of smart meter technology in the country. Communication before, during and after the full-scale deployments in Delaware, Maryland and the District of Columbia was intentionally transparent and aggressive. The results were tremendous: increasing customer favorability towards smart meters, virtually no opposition with low opt-out, participation in dynamic pricing programs that followed, and a boost to overall customer satisfaction. This segment will assess the communications techniques and tools that contributed to the success of the PHI smart meter customer education program even in the middle of a reputational crisis and why it is widely viewed as a best practice model in the industry. - Laura Monica, Vice President Corporate Communications, Pepco Holdings - MaryBeth Vrees, Director Customer Communications, Pepco Holdings 4:00 5:00 p.m. Panel Discussion on AMI This panel discussion will feature utilities and industry experts discussing what is being done or considered to capitalize on AMI functionality so that everyone benefits from the C-suite to the end customer. The panelists will consider these and other topics: Making the C-suite happy Making the end customer happy Working closely with vendors Streamlining the process - Matthew Croucher, Director Demand Side Analytics, CPS Energy - Denise Howell, Customer Service Manager, City of Fountain Utilities - Srinivasa R. Venigalla, Electric Systems Director, Navajo Tribal Utility Authority (NTUA) - Mike Wayman, Director, West Monroe Partners, LLC 5:00 6:00 p.m. Networking Reception REGISTER 4601 TODAY! DTC Blvd., CALL Suite OR VISIT 4

5 AGENDA Friday, January 29, :00 8:30 a.m. Continental Breakfast 8:30 9:15 a.m. AMI Policy and Technical Issues Lessons Learned from the Frontlines This session will explore key policy and technical issues from several AMI deployments across the country. The opportunities and challenges associated with opt-out programs, interval data ownership, expanded uses of the AMI telecommunications network and others will be discussed using actual implementations. The issues will be examined from the perspectives of the customer, utility and regulator. - Mike Wayman, Director, West Monroe Partners, LLC 9:15 10:00 a.m. AMI at City of Fountain Utilities: How to Embrace Change Fountain (CA) completed a full-scale deployment of AMI electric meters in October The project encountered several complications, from a ballot initiative to infrastructure opportunities. This 10:00 10:30 a.m. Networking Break presentation will discuss: Contract analysis Benefits (both planned and unplanned) Personnel demands and changes Billing changes Opt-out program Remote connect/disconnect program Overall lessons learned - Denise Howell, Customer Service Manager, City of Fountain Utilities 10:30 11:15 a.m. AMI at the Navajo Tribal Utility Authority (NTUA) The Navajo Tribal Utility Authority (NTUA), headquartered in Fort Defiance, Arizona, is a multi-service utility for the Navajo Nation. The NTUA serves approximately 40,000 electric customers in a service area covering some 27,000 square miles in Arizona, New Mexico and Utah. This sparse density creates challenges and opportunities in the area of meter reading, and is the basis for the NTUA s Smart Grid Infrastructure Grant award. NTUA has upgraded 100% of its electric meters and is actively upgrading water and gas meters to AMI to get full benefits of the existing AMI network. The tribal utility is currently evaluating methods to allow for more customer integration and access to the information collected from the AMI metering, including, but not limited to: Remote disconnect/re-connect of customers Electronic notices of usage to customers Electronic notice of any change in service (e.g., lack of payment or overpayment) - Srinivasa R. Venigalla, Electric Systems Director, Navajo Tribal Utility Authority (NTUA) 11:15 a.m. 12:00 p.m. An AMI/CX This segment will evaluate the impact that an AMI implementation had on customer experience at a Canadian utility during a deployment that was anything but ordinary. Proactive and intentional customer 12:00 p.m. Conference Adjourns journey mapping, change management and communications strategies were crucial to maintain corporate reputation and ongoing positive customer experience. - Shawn Silzer, Senior Manager, E Source (formerly Manager Smart Meter Program, SaskPower) 5

6 PRE-CONFERENCE WORKSHOP: THE CLOUD: A VIABLE OPTION FOR UTILITIES WEDNESDAY, JANUARY 27, 2016 OVERVIEW Widespread adoption of technologies has steadily and aggressively changed the way companies do business. For utilities, the rapidly expanding availability of smart grid data allows for powerful applications that extend far beyond meter data analytics and storage. Cloud computing enables smart grid data to be turned into actionable insights for electric, gas and water utilities. Some of the main areas of opportunity for meter data usage are in grid operations, billing, revenue protection, safety, demand response, and energy efficiency. Despite the proven benefits of leveraging technologies, increasing efficiency and cost reduction that cloud computing can bring to utilities that deploy this cloud computing strategy, many power organizations are still cautious to trust the cloud out of security and privacy concerns. LEARNING OUTCOMES Discuss what is cloud computing and what it is not Discuss the history of the cloud Evaluate a utility cloud case study Explore utility industry shifts/developments that answer the question, Why the cloud, and why now? List the benefits and risks associated with operating in the cloud Demonstrate how to build a business case and develop roadmaps WORKSHOP AGENDA Wednesday, January 27, :30 1:00 p.m. Registration 1:00 4:30 p.m. Workshop Timing What Is Cloud Computing and What It Is Not History of Cloud Computing and What Utilities have Learned Other computing architectures before cloud computing Technical enablers: virtualization and internet BC Hydro Smart Grid Social Opportunities Mobile Big Data / Data Analytics Benefits On-demand self-service Broad network access Resource pooling Rapid elasticity Measured service Roadblocks Security - utility case study Executive support - utility case study No or an inadequate business case - utility case study Working Session: Identifying the Biggest Roadblocks for Your Utility Cost of Not Using the Cloud Benchmark cloud solutions with other utilities Identify who benefits from cloud computing (stakeholders) Find cloud stewards expertise to execute on the plan Design for continuous process improvement (CPI) Create a data-centric culture to determine how it will affect people, processes and systems Establish metrics to determine success Working Session: Develop a Cloud Computing Roadmap for Your Utility 6

7 WORKSHOP INSTRUCTORS Vanessa Edmonds / President / RIM Solutions Vanessa Edmonds is a 19 year B2B technology marketing, business development and content development veteran. She is the founder and president of RIM Solutions, a 100 percent utility industry-focused consultancy that offers marketing, business development and content development. She has worked with worked with several utilities, including IOUs, municipalities, co-ops and competitive retailers, along with the vendors who serve them. Ms. Edmonds current technology-focused clients include: Bridgevine, Acceller, TMG Consulting, Langham Consulting, Energy Central, Electric Power Research Institute (EPRI) and several others. Edmonds recently completed a white paper for EPRI titled: The Electric Utility Industry s Cautious Move to the Cloud: An In-Depth Look of the Benefits and Risks. She created the Cloud Computing Utility Maturity CurveTM (included in the EPRI white paper), and has become a subject matter expert on cloud computing in the utility industry. Finally, Ms. Edmonds serves on the board for the Women s Energy Network as the Director of Public Relations, serving a second elective term in that position. Greg Stanway / Senior Manager Customer Strategy & Business Transformation Projects / BC Hydro Greg Stanway is the senior manager of customer strategy and projects as part of the customer care and communications teams with BC Hydro. He is accountable for BC Hydro s customer and digital strategies, and works across a number of lines of business to develop integrated solutions to meet the utility s enterprise-wide needs. He has held the positions of Manager of Digital Communications and Manager of Community Outreach and Marketing. During his career with BC Hydro, Mr. Stanway has played a lead role in developing BC Hydro s web, mobile, social and channels, supported broad integrated marketing campaigns, spearheaded numerous award-winning interactive digital solutions, activated the company s 2010 Olympic Winter Games sponsorship and created a business support frameworks through multi-channel metrics development. He has also led demand side management partnerships as a Business Development Manager in Power Smart residential marketing, where he contributed to evolving our retail partnerships and support DSM programs in market. Mr. Stanway has more than 16 years of management experience and has worked with utilities, including BC Hydro and TELUS, for the last 10 years. His full career has contained a strong technology backdrop, and he has operated within the customer and digital spaces for almost two decades. REGISTER 4601 TODAY! DTC Blvd., CALL Suite OR VISIT 7

8 INSTRUCTIONAL METHODS PowerPoint presentations, case studies, and workshop exercises will be used in this conference. PROCEEDINGS A copy of the conference proceedings will be distributed to attendees at the event. If you are unable to attend or would like to purchase additional copies, a downloadable link will available two weeks after the conference is complete. The cost per download is US $395. The link includes visual presentations only. Upon receipt of order and payment, the link will be sent to you via . NOTE: All presentation sales are final and are nonrefundable. REQUIREMENTS FOR SUCCESSFUL COMPLETION OF PROGRAM Participants must sign in/out each day, be in attendance for the entirety of the conference to be eligible for continuing education credit. IACET CREDITS has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET). In obtaining this accreditation, the (organization name) has demonstrated that it complies with the ANSI/IACET Standard which is recognized internationally as a standard of good practice. As a result of their Authorized Provider status, (organization name) is authorized to offer IACET CEUs for its programs that qualify under the ANSI/IACET Standard. is authorized by IACET to offer 1.0 CEUs for the conference and 0.4 CEUs for the workshop. EVENT LOCATION A room block has been reserved at the Hyatt Regency Orange County, Harbor Blvd. Garden Grove, CA 92840, for the nights of January 27-28, Room rates are $199, plus applicable tax. Call for reservations and mention the event to get the group rate. The cutoff date to receive the group rate is December 17, 2015 but as there are a limited number of rooms available at this rate, the room block may close sooner. Please make your reservations early. REGISTER 3, SEND THE 4TH FREE Any organization wishing to send multiple attendees to these conferences may send 1 FREE for every 3 delegates registered. Please note that all registrations must be made at the same time to qualify. SPONSORSHIP OPPORTUNITIES Do you want to drive new business through this event s powerful audience? Becoming a sponsor or exhibitor is an excellent opportunity to raise your profile before a manageably sized group of executives who make the key purchasing decisions for their businesses. There is a wide range of sponsorship opportunities available that can be customized to fit your budget and marketing objectives, including: Platinum, gold, or VIP sponsor Workshop sponsor Reception host Lanyard sponsor Networking break host Luncheon host Tabletop exhibit Breakfast host Custom sponsorship opportunities are also available. Please contact Grant Neptune at or gneptune@euci.com for more information. REGISTER 4601 TODAY! DTC Blvd., CALL Suite OR VISIT 8

9 REGISTRATION INFORMATION EVENT LOCATION Mail Directly To: Electric Utility Consultants, Inc. () 4601 DTC Blvd., Ste. 800 OR, scan and to: PLEASE REGISTER THE FOLLOWING DISCOUNTED PRICE FOR ATTENDING HOW AMI IS IMPACTING THE CUSTOMER EXPERIENCE CONFERENCE AND UNDERSTANDING THE ROLE OF INDEPENDENT ENGINEER ASSESSMENTS IN COMPREHENSIVE WIND PROJECT DUE DILIGENCE PRE-CONFERENCE WORKSHOP: JANUARY 27-29, 2016 : US $1795 EARLY BIRD ON OR BEFORE JANUARY 15, 2016: US $1595 HOW AMI IS IMPACTING THE CUSTOMER EXPERIENCE CONFERENCE ONLY: JANUARY 28-29, 2016: US $1395 EARLY BIRD ON OR BEFORE JANUARY 15, 2016: US $1195 UNDERSTANDING THE ROLE OF INDEPENDENT ENGINEER ASSESSMENTS IN COMPREHENSIVE WIND PROJECT DUE DILIGENCE PRE-CONFERENCE WORKSHOP ONLY: JANUARY 27, 2016 : US $595 EARLY BIRD ON OR BEFORE JANUARY 15, 2016: US $495 I'M SORRY I CANNOT ATTEND, BUT PLEASE SEND ME A LINK TO THE CONFERENCE PROCEEDINGS FOR US $395. A room block has been reserved at the Hyatt Regency Orange County, Harbor Blvd. Garden Grove, CA 92840, for the nights of January 27-28, Room rates are $199, plus applicable tax. Call for reservations and mention the event to get the group rate. The cutoff date to receive the group rate is December 17, 2015 but as there are a limited number of rooms available at this rate, the room block may close sooner. Please make your reservations early. ENERG ZE WEEKLY s Energize Weekly newsletter compiles and reports on the latest news and trends in the energy industry. Newsletter recipients also receive a different, complimentary conference presentation every week on a relevant industry topic. The presentations are selected from a massive library of more than 1,000 current presentations that has gathered during its 28 years organizing conferences. Sign me up for Energize Weekly. How did you hear about this event? (direct , colleague, speaker(s), etc.) Print Name Job Title Company What name do you prefer on your name badge? Address City State/Province Zip/Postal Code Country Telephone List any dietary or accessibility needs here CREDIT CARD Name on Card Account Number Billing Address Billing City Billing State Billing Zip Code/Postal Code Exp. Date Security Code (last 3 digits on the back of Visa and MC or 4 digits on front of AmEx) OR Enclosed is a check for $ to cover registrations. All cancellations received on or before December 25, 2015, will be subject to a US $195 processing fee per person. Written cancellations received after this date will create a credit of the tuition (less processing fee) good toward any other event or publication. This credit will be good for six months. In case of event cancellation, Electric Utility Consultants 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 reserves the right to alter this program without prior notice. 9