2014 RETAIL ELECTRIC PROVIDER WORKSHOP. The George W. Bush Institute November 11, 2014
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1 2014 RETAIL ELECTRIC PROVIDER WORKSHOP The George W. Bush Institute November 11, 2014
2 EXECUTIVE WELCOME AND 2014 REP SURVEY RESULTS Angela Guillory REP Workshop November 11, 2014
3 REP Survey 2014 Results Key Strengths: o Overall Satisfaction with Oncor is 76%, similar to 2013 (77%) and notably higher than in 2012 (68%) and prior years o Overall Effectiveness of REP Relations Account Managers and Market Advocates are above 90% o Oncor continues to be widely regarded as a trustworthy company with a satisfaction rating of 77% or higher on most trust measures o CRIP is now used by well over half of all REP respondents (70%, significantly higher than last year s 48%) Overall Satisfaction with Oncor - % Highly Satisfied (8-10)
4 REP Survey 2014 Results Key Opportunities: o Maintain strong performance in processing market transactions and providing reliable, quality electric service o Continue improvements to CRIP chat in the access and usability, the information it provides, and its capabilities for REPs o Focus efforts to improve perceptions of Oncor s having knowledgeable employees What Can Oncor Do to Increase Your Satisfaction? Verbatim Comments: 2014 Bumping up response time on TDSP usage requests would be appreciated; it seems they've slowed down quite a bit over the last half year. Response time seems to be 3-4 days now. Ideally, a max of two days would better. My communication with Oncor is good. The customers suffer when Service Planner Requests aren't worked. That is the worst, being on the hook with the customer to trust that a Service Planner will actually call them back. I find myself setting reminder after reminder because there is a very low success rate with Service Planners contacting the customer. Provide the front line agents with additional training and education on market rules and protocols. Some agents do not seem to do a deep enough dive into the ESID notes. I call back and get an agent who can give me all the details needed to quickly get resolution. Work their MarkeTraks quicker. Allow their customer service agents to view ERCOT and become more knowledgeable.
5 Questions? Thank You!
6 FUTURE REP TRAINING PROGRAM Greg Huckaby REP Workshop November 11, 2014
7 Overview In 2015, Oncor s REP and Market Relations team plans to offer REPs a one-day electric system basics training program. Details: The purpose is to provide REPs an opportunity to gain a better basic understanding of the transmission and distribution system One day program Offered once per month on a first come first serve basis No cost to the REP lunch provided Each REP may bring up to eight employees to the training Training begins and ends at Oncor s headquarters in Dallas
8 Training Agenda Classroom presentation (1 hour) Tour of Oncor s Energy Efficiency Center (15 mins) Tour of Oncor s System Operations Services Facility in Lancaster, Texas (2 hours) Lunch (45 mins) Field tour (2 hours) Power Plant Transmission Distribution Service
9 Overview
10 Questions? Thank You!
11 REGULATORY UPDATE Mike Sherburne REP Workshop November 11, 2014
12 Agenda AMS Opt-Out Status Terms and Conditions Rulemaking Impacts CREZ Completion and TCRF Impact Transition Charge 1 Expiration in 2015 Low-Income In-Home Devices Future Operations of Smart Meter Texas
13 AMS Opt Out History Texas Legislative Session Nationwide Propaganda Tea Party adopts as part of their platform THE PERFECT STORM Deployment in strong conservative areas
14 Self-Selected Opt Out
15 PUCT Opt Out Rule (Subst. Rule ) Approved August 15, 2013 Opt Out approved but must pay cost of non-standard metering service Process addressed two groups customers* with an AMS meter and those who don t have an AMS meter yet (either refused during deployment or AMS hasn t been deployed) Customer choices for non-standard metering service: Keep existing non-standard meter (if applicable, and if the meter meets certain accuracy standards) Replace existing meter with an analog meter Replace existing meter with a digital, non-communicating meter Replace existing meter with an advanced meter with communications disabled * Note: All references to customer throughout today s presentations mean end-use customer
16 PUCT Opt Out Rule Service Process Customers must submit a signed acknowledgment form and the applicable one-time, up-front fee prior to initiation of non-standard meter service. The acknowledgement form includes: Non-standard meter service choices One-time, up-front fee and recurring monthly fee associated with each non-standard metering service option Explanation of the limitations of using a non-standard meter TDSP must notify the customer s REP TDSP must read the non-standard meter monthly TDSP must replace the non-standard meter with an advanced meter if the customer terminates non-standard metering service or if the customer moves out
17 PUCT Opt Out Rule Cost Recovery All costs incurred by the TDSP to provide non-standard metering service shall be borne only by those customers choosing to receive the non-standard metering service TDSP shall charge a one-time, up-front fee to recover the costs, including rate case expenses, it incurs to initiate its non-standard metering service TDSP shall charge a recurring, monthly fee to recover the ongoing costs it incurs to provide the non-standard metering service, including costs for manually reading the nonstandard meter monthly providing the resulting billing information for the customer
18 Oncor s Case Settlement One-time IT costs recovered through monthly fee Agreed-upon rate case expenses One-time fees of $ to (depending on level of service) Monthly fees of $26.69 (energy billed) and $31.38 (demand billed) Periodic reporting of the number of customers selecting service Required filing if over 1,500 customers opt-out Non-Standard Service started July actual Opt-Out Customers currently 101 of the 436 that had refused the AMS meter 47 of those who already had an AMS meter
19 Terms and Conditions Rulemaking History Rulemaking (Project No ) opened on Jan. 10, 2013 Proposed rule published on Jan. 30, 2014 Rule adopted on July 3, 2014 Compliance Tariffs filed in September 2014 On October 27, Staff recommended approval of Oncor s compliance Changes to be implemented on Jan. 15, 2015
20 Terms and Conditions Rulemaking Impacts Separated Discretionary Service Charges into 3 Sections Premises With a Standard Meter Premises With a Non-Standard Meter Other Than an AMS-M Meter, and Premises with Unmetered Service Premises With an AMS-M Meter Eliminated Priority Move-In for Premises with Standard Meter Defined Standard Meter, AMS-M Meter, IDR Meter, and Non- Standard Meter Changed timeline for receipt of DNP request (from 2:00pm to 3:00pm) Changed timeline for completion of DNP (from 4:00pm to 5:00pm) Allows for coordinated disconnect after 5:00pm for safety and customer convenience reasons
21 Terms and Conditions Rulemaking Impacts Modified definition of Meter Data only data used by TDSP for billing and includes interval data Provide notice to REPs within 1 hour of a Delivery System Emergency Interruption Provide at least 7 days notice of a Planned Outage to market transactions Provide notice within 1 hour of an Unplanned Outage of market transactions (under certain conditions)
22 CREZ Completion and TCRF Impact Current estimate of Total CREZ Build-Out - $6.92B Amount spent - $6.88B (99.4%) Amount currently included in 9/1/14 TCRFs - $6.49B (93.7%) $6.49B investment ~ $1.10B annual revenue requirement Oncor is responsible for ~ 37% of ERCOT TCOS ~ $408M Residential class responsible for ~ 47% of Oncor s TCRF related costs Residential class portion ~ $192M annual revenue requirement Current effect of CREZ on 1,000 kwh monthly residential bill ~$4.49 $6.92B investment ~ $1.18B annual revenue requirement Oncor is responsible for ~ 37% of ERCOT TCOS ~ $435M Residential class responsible for ~ 47% of Oncor s TCRF related costs Residential class portion ~ $205M annual revenue requirement Total effect of CREZ on 1,000 kwh monthly residential bill ~$4.80
23 TCRF Impact Seasonal and Additional Transmission Variation in Consumption on Seasonal Basis March August represents ~ 53.1% of annual residential kwh September February represents ~ 46.9% of annual residential kwh If costs remain the same, TCRF increases by 13.2% from Mar to Sept Mar = $100/53.1 = $1.88; Sept = $100/46.9 = $2.13 or 13.2% increase Over/Under Recovery of Transmission Costs kwh billing units are from same period from previous year Wholesale rate changes between changes in TCRF March 1 TCRF filed on December 1 Wholesale rate changes after December 1 cause under recovery Under recovery included in Sept 1 TCRF factor Result TCRF goes up in September and down in March Additional Transmission Spend Planned
24 Transition Charge 1 - Expiration in 2015 Series Transition Bonds issued in 2003 Scheduled maturity August 2015 TC1 and TC001 factors taken to zero Reimbursement of over-collections
25 Low-Income In-Home Devices (Overview) The Commission included funds in the AMS surcharges to cover the costs of: Providing in-home devices to low-income customers The administrative costs related to the program The costs of distributing, training, and customer education Amounts Oncor $10,000,000 CenterPoint $ 7,500,000 AEP TCC $ 800,000 AEP TNC $ 200,000 TNMP $ 125,000 Low-Income Customer PUCT s LITE-Up Texas list
26 Low-Income In-Home Devices (Program) Available beginning January 2015 Reimbursement to REP: Cost of device (IHM In-Home Monitor or PCT Programmable Communicating Thermostat) up to $250 25% adder for administration costs up to a total cap of $300 $125 for PCT installation (installation is required) Invoice must be accompanied by affidavit Minimum device requirements Program document to be filed in Docket No Market Notice Accounts Payable - setup for reimbursement 26
27 Future Operations of Smart Meter Texas Project No opened by Commission Staff Responses to Staff s questions filed Public workshop Existing and future uses of SMT Appropriate ownership of SMT (TDSPs or ERCOT?) Portal operations Cost recovery Appropriate decision making process Appropriate dispute resolution process Memo to be filed by Staff for Commissioner consideration
28 Questions? Thank You!
29 ONCOR S ADVANCED METERING SYSTEM Randall Schmidt REP Workshop November 11, 2014
30 What we ll talk about today System Overview Today s functionality Today s performance Remembering the customer Remembering the Big Picture
31 AMS System Principles and Priorities
32 Today s key performance indicators Meter read success Read success generally over 99.5% w/o automatic retry Time that data is delivered to SMTP/ERCOT LSE files are delivered ~ 1:30 daily Two-way transaction success rate System success rate 98.5% daily
33 Operational Impacts Since March 2009, Oncor has completed over 13 million service orders remotely, instead of having to dispatch personnel and vehicles to perform these tasks. Conservatively, this has eliminated the need to drive over 65 million miles, saving almost 5.4 million gallons of fuel, preventing over 52,650 tons of CO 2 from being released into the environment. (Note: Numbers thru ) In 2013 Oncor s AMS processed 4.2 million service orders remotely with a 98.25% success rate, resulting in only 1.75% truck rolls. YTD 2014 Oncor is averaging 425,000 AMS service orders a month. Of those 425,000 orders, 130,000 are Pre-Pay Disconnects and Reconnects. Opt-Out for advanced meters 153 complete as of 11/10/2014. Reduced employee injuries by 96% and preventable vehicle accidents by 88%. Increased tampering identification/investigations. Increased distribution operational efficiencies.
34 Focused effort continues on the remaining gap in service order performance, improvement opportunities include: GPS coordinate improvements Firmware upgrades Communication system infrastructure expansion and enhancements
35 Operator s Use of AMS to Validate Customer Reported Outages Reducing Unnecessary Truck Rolls in 2013
36 Data analytics around AMS data continues to fix problems before outages occur From 2012 thru May 2014 Meter Issue Problem not found % % Tampering 165 4% 2014 thru May Problem fixed w/o unscheduled outage % Problem not found Tampering 51 4% 51 4% 110 9% Meter Issue 78 6% Problem fixed w/o unscheduled outage % 36
37
38 Questions? Thank You!
39 CUSTOMER OUTAGE EXPERIENCE David Roush REP Workshop November 11, 2014
40 CUSTOMER OUTAGE EXPERIENCE First Initiative of Power On. Deliver Strong. Continuous Improvement Program Benefits: Improve Customer Satisfaction Improve Employee Morale reinforces Core Values Stronger alignment of operational day-to-day activities with strategic objectives Improved organizational performance
41 CUSTOMER OUTAGE EXPERIENCE OBJECTIVES To minimize the frequency of customer outages If an outage occurs, enhance communication with the customer and minimize the duration of the outage Business Performance Objectives: Reduce Customer Average Interruption Duration Index (CAIDI) Improve timeliness and accuracy of Estimated Time of Restoration (ETOR) and service status communications Improve outage communication content, consistency and relevance
42 CUSTOMER OUTAGE EXPERIENCE - SCOPE Enhanced Customer Experience Focus: Communications Proactive Communication Service Status Updates Communication Preferences Consistent Messaging Automated Knowledge Integration 42 Field Operations Focus: Process Damage Assessment Technology & Systems Minimize Duration Focus: Integration Enabling Systems Data Integrity Mobile Applications System Control Focus: Advanced Analytics Estimated Time of Restoration Outage Location & Isolation
43 CUSTOMER OUTAGE COMMUNICATIONS OBJECTIVES Capture and deliver upon customer communication preferences Proactively communicate with customers during outage events Provide consistent messaging across all communication channels
44 How do we Achieve Objectives? Oncor will capture and deliver upon customer communication preferences In the short term, Oncor will Refine business requirements Identify optimal Preference Management Tool solution Outline business plan and timeline for implementation In the long term, Oncor will Implement Preference Management Tool that is fully integrated with all of Oncor s communication technology
45 How do we Achieve Objectives Oncor will proactively communicate with customers: In the short term, Oncor will increase use of our most robust channel (Text) that proactively updates customers with outage status and ETORs after customers report their outages Pilot Contact Center increasing text enrollment by offering text updates when customers call to report an outage Increase text enrollment for municipalities and large commercial and industrial customers Encourage REPs to add Oncor s outage webpage to bills and websites Update missing phone numbers to improve outage reporting experience
46 How do we Achieve Objectives? Oncor will proactively communicate with customers: In the long term, Oncor will proactively notify customers that we are aware of their outage and provide status and ETORs without customers being required to report their outages first Implement a Preference Management Tool to capture customer communication preferences Ensure full integration of AMS/OMS data with customer systems Complete Assessment of ETOR timing and messaging
47 How do we Achieve Objectives? Oncor will provide consistent messaging across all communication channels, including: Agent, IVR, Outage Map, Website, Text In the short term, Oncor will Review message templates in all channels for consistency Implement logic changes to prevent erroneous messages Conduct processing changes to handle high volume outage reports through the web Continue IVR Enhancements In the long term, Oncor will Upgrade System Platforms Consider added IVR functionality/technology including Virtual Agent
48 Questions? Thank You!
49 HOW CAN REPS PARTICIPATE IN IMPROVING THE CUSTOMER S OUTAGE EXPERIENCE? Debbie McKeever REP Workshop November 11, 2014 Proprietary & Confidential For Internal Use Only
50 Agenda Outage Map on Oncor s website Oncor.com Mobile Importance of good phone numbers Placing Oncor s Website information on your customers bills Placing Oncor s website information on REP webpages REP s reporting of customer outages Business Support Line IVR options to report outages on behalf of your customers
51 Outage Map on Oncor s Website The map reflects outages reported by customers as well as outages reported by the meters to Oncor s Outage Management System The map has a weather radar overlay feature to track the path of a storm Customers and REPs have the ability to report an outage Up to date outage information is available including: Estimated Time of Restoration (ETOR) Number of customers out Number of outage events Cause of outage (if known)
52 oncor.com Mobile Easy access to mobile pages and important phone numbers Integrated with social media access Ability to get to full website in one click
53 Importance of Good Phone Numbers Oncor plans to request phone number updates from REPs semiannually. Oncor s processes support maintaining accurate customer phone numbers on individual ESI ID records. This information is critical to outage reporting and responses. Accurate phone numbers: allow automated recognition of the ESI IDs for reporting outage locations and expediting the reporting experience; support automated updates for the Estimated Time of Restoration (ETOR) if known; allow Oncor to contact customers in advance of planned outage activities; will help Oncor to facilitate proactive outage communications in the future.
54 Placing Oncor s Website information on Your Customers Bills While Oncor strives to provide extremely reliable service, sometimes outages do occur. When an outage does occur, Oncor wants to make the outage experience as simple as possible for customers by providing them multiple channels to report their outage. These include: Calling Oncor s outage reporting line at Reporting the outage through Oncor s storm center website which can be accessed from a computer or smart phone at When a customer reports their outage at the website, they will also be asked if they would like to sign up for Text Oncor to receive updates and to utilize texting to report future outages To improve your customers outage reporting experience, Oncor requests that REPs add the website to customer bills in addition to the outage reporting phone number.
55 Placing Oncor s Website information on REP Websites REPs already place Oncor s outage reporting phone number on the REPs outage webpages. Oncor is also asking REPs to add to their outage webpages as another option for reporting their outage and improving the customer experience.
56 REPs Reporting of Customer Outages Step 1: Enter the last 7 digits of the ESI ID (optimal search) plus the zip code, or the 10-digit Phone Number listed plus the zip code. Select Continue. Step 2: Confirm Location by selecting the correct abbreviated address. Select Continue. Step 3: Select the type of outage from the dropdown (Full, Partial), add the phone number where the customer can be reached, then click Submit. The system will return an estimated time of restoration when available. Step 4: Sign up for Text Oncor to receive outage updates. Oncor requests REPS to report their customers outages if the customer calls them, and enroll them to receive text updates if the customer desires.
57 REPs Reporting of Customer Outages
58 Business Support Line IVR Options to Report Outages on Behalf of Your Customers Beginning around January 15, 2015, Oncor will implement an IVR process for REPs to report their customers outages via the Oncor Business Support Line. It will likely be more expeditious to report your customers outages via By reporting the outage by this method, REPS may also enroll customers in Text Oncor allowing customers to receive updates via their mobile phones.
59 Summary Oncor asks REPs to: 1. Provide accurate phone numbers for all ESI IDs; 2. Add the website to customer bills; 3. Add the website to REP outage webpages; 4. If a customer calls their REP to report their outage, go to to report the outage on behalf of your customer.
60 Questions? Thank You!
61 THIRD PARTY ACCESS TO SMT DATA Ronnie Puckett REP Workshop November 11, 2014
62 LEGISLATIVE UPDATE Stan Southers REP Workshop November 11, 2014
63 Governmental Affairs - Overview Build and maintain effective relationships to successfully represent the interests of Oncor at the State and Federal level: Legislators, Executive Agency Officials, Stakeholders Develop and implement strategies to deal with complex public policy issues to ensure Oncor s success on a short and long-term basis. Maintain awareness of emerging issues in the industry and leverage that to Oncor s benefit. Advocate favorable outcomes for those issues that have a threshold impact upon Oncor business initiatives.
64 Realities of the Election A significantly altered leadership profile is upon us particularly statewide. Leadership Committee appointments Prevailing policy What will be the implications to the State s economy? Electric industry? Statewide Offices Senate House Governor 8 New Members 26 New Members Lieutenant Governor Attorney General Before: 19 R 12 D After: 20 R 11 D Before: 95 R 55 D After: 98 R 52 D Comptroller Land Commissioner New Chair appointment for Business & Commerce Challenge for new Speaker Expect State Affairs Chair to remain the same
65 Texas Tea Party Influence Tea Party Influence Among Likely Texas Voters 16% 45% 39% This year s Republican primary showcased the need for statewide candidates to align themselves with the Tea Party (e.g., Hegar, Miller, Patrick and Paxton). At least 7 of the 20Rs are aligned with the Tea Party: Bettencourt, Burton, Campbell, Hall, Huffines, Perry and Taylor. The remaining 13Rs will work hard to demonstrate a conservative record. Of the 95 Republican House members, one-third or more are expected to align with the Tea Party, although Straus is expected to remain Speaker. Texas Politics Project, June 2014
66 84 th Session Texas Critical Issues Issue Transportation Education Taxes Water Healthcare On the Border EPA 111d Synopsis Additional revenue stream(s) to fund TXDOT s projected $5B shortfall will be necessary to keep up with expected population growth, even though Prop 1 passes in election. Standardized testing, charter schools, and school finance reform are key elements that must be addressed. Consideration of modifications to franchise, margin, property, and sales tax will come into play as the State enjoys surplus budget revenue. The continuing drought will keep water infrastructure and supply at the forefront even though voters approved $2B in funding capability from the Rainy Day Fund in Nov Lawmakers will continue to monitor the impact of the Affordable Care Act on its citizens, as well as contemplate accepting federal funding for Medicaid expansion. The recent immigration crisis as well as heightened awareness of terrorist activity abroad has increased sensitivity to this issue. Though the final rule will not be published until June 2015, lawmakers will grapple with legal and remediation strategies. Environmentalists will aggressively pursue their agenda.
67 84th Session TDU Advocacy and Priorities Interim session activities mainly dormant on electric industry issues in part due to forthcoming leadership changes in the Senate. Actively partnering with our trade association (AECT) and other influential third-party groups in advance of the session. Emerging session priorities impacting T&D utilities likely to include: Distribution cost recovery; reducing regulatory lag Transmission build is a competitive frontier ahead? Will current procedures for determining need be influenced by generators?* Renewable goals and associated funding, especially for solar Issues associated with advanced meters Net metering; distributed generation Increased energy efficiency goals Implications of a likely concurrent filing * Contention regarding the Houston Import Project at the PUC has surfaced policy issues regarding competition and determination of need.
68 Questions? Thank You!
69 MARKET QUIZ REP Workshop November 11, 2014
70 Question #1 How much is the discretionary charge for a Priority Move-in to energize a Retail Customer's connection to Oncor s delivery system for the first time (New Premise) for a self-contained meter?
71 Question #1 How much is the discretionary charge for a Priority Move-in to energize a Retail Customer's connection to Oncor s delivery system for the first time (New Premise) for a self-contained meter? Answer: $147.85
72 Question #2 What is the earliest time on a weekday that a TDSP can perform a disconnect for non-pay?
73 Question #2 What is the earliest time on a weekday that a TDSP can perform a disconnect for non-pay? Answer: 7:00 AM CPT
74 Question #3 Currently, what is the latest time on a weekday that a TDSP can perform a disconnect for non-pay?
75 Question #3 Currently, what is the latest time on a weekday that a TDSP can perform a disconnect for non-pay? Answer: 4:00 PM CPT
76 Question #4 Dale Earnhardt Jr won the 2014 Daytona 500 by.092 seconds over second-place Denny Hamlin. How much larger was Earnhardt s payout than Hamlin s? A. $24K B. $87K C. $145K D. $358K
77 Question #4 Dale Earnhardt Jr won the 2014 Daytona 500 by.092 seconds over second-place Denny Hamlin. How much larger was Earnhardt s payout than Hamlin s? Answer: D. $358K
78 Question #5 A 100 watt sodium vapor street light consumes how many kwhs in a month?
79 Question #5 A 100 watt sodium vapor street light consumes how many kwhs in a month? Answer: 40
80 Question #6 Oncor owns approximately how many miles of power lines? A. 16,000 B. 94,000 C. 119,000 D. 425,000
81 Question #6 Oncor owns approximately how many miles of power lines? Answer C. 119,000
82 Question #7 Currently, on an AMS Operational Day, Oncor must receive a Move-in request for an ESI ID with an existing AMSR meter by what time of day to assure completion of the Move-in on the same day.
83 Question #7 Currently, on an AMS Operational Day, Oncor must receive a Move-in request for an ESI ID with an existing AMSR meter by what time of day to assure completion of the Move-in on the same day. Answer: 2:00 PM CPT
84 Question #8 Beginning on January 15, 2015, on an AMS Operational Day, Oncor must receive a Move-in request for an ESI ID with an existing AMSR meter by what time of day to assure completion of the Move-in on the same day.
85 Question #8 Beginning on January 15, 2015, on an AMS Operational Day, Oncor must receive a Move-in request for an ESI ID with an existing AMSR meter by what time of day to assure completion of the Move-in on the same day. Answer: 7:00 PM CPT
86 Question #9 The man wouldn t go home because the man with the mask was there. Who is the man with the mask?
87 Question #9 The man wouldn t go home because the man with the mask was there. Who is the man with the mask? Answer: The catcher
88 Question #10 What do we call this device in the utility business?
89 Question #10 What do we call this device in the utility business? Answer: Weather-head
90 Tie-Breaker 2-Part Question In the 47th episode of Seinfeld, who did George Costanza incorrectly insist invaded Spain in the 8th century A.D. when playing Trivial Pursuit with Donald Sanger? Donald s father drives a truck delivering what chocolate beverage?
91 Tie-Breaker 2-Part Question In the 47th episode of Seinfeld, who did George Costanza incorrectly insist invaded Spain in the 8th century A.D. when playing Trivial Pursuit with Donald Sanger? Answer: The Moops Donald s father drives a truck delivering what chocolate beverage? Answer: Yoo-Hoo
92 Questions? Thank You!
93 IDR COMMUNICATIONS REPLACEMENT UPDATE Terry Bates REP Workshop November 11, 2014
94 Background Oncor utilizes remote communications for IDR data retrieval Oncor has 6300 IDR S with the following communications types: 2600 with Metrum Cellular 1050 with Analog Landlines 2100 with Verizon Cellular 550 with AT&T IP Cell Phones
95 WHY ARE WE CHANGING? Verizon and AT&T are upgrading their existing networks Verizon circuit switch network is being discontinued on December 31, 2014 AT&T 2G network is being discontinued December 31, 2015 Improved network performance and reduced costs
96 WHAT ARE WE DOING? Replacing the method for communicating with IDRs Customers that do not require direct access - IDRs with RF communications installed Customers that require direct access - IDRs with Metrum cellular communications (IP addressable) installed
97 WHEN DID WE START? Oncor began having internal meetings in April 2014 Letters were sent in June 2014 notifying Retailers, Customers and 3 rd parties of affected IDRs Informed Customers and 3 rd Parties of communication options for IDR replacements (Customer fixes land line, pay for Metrum cell phone, & no direct access needed) Customer requested to reply within 60 days IDR change out process started August 2014
98 WHERE ARE WE IN THE PROCESS? Current status: IDRs using Verizon 76% complete (replaced 1600 of the 2100) IDRs using AT&T 10% complete (replaced 55 of the 550) Goal to complete project in 1Q 2015
99 WHAT S NOT CHANGING? Account remains on 4 CP IDR rate (no change to rate) IDR data is available on IDR web portal once a month on premise cycle date (same as today) IDR data not available on SMTP IDR data not included in the LSE files
100 Questions? Thank You!
101 ON-LINE TOOLS AVAILABLE TO REPS Bill Reily REP Workshop November 11, 2014 Proprietary & Confidential For Internal Use Only
102 Discussion Topics Competitive Retailer Information Portal (CRIP) Automated Historical Usage Request Portal REP Relations Website Smart Meter Texas Tools
103 COMPETITIVE RETAILER INFORMATION PORTAL - CRIP
104 COMPETITIVE RETAILER INFORMATION PORTAL - CRIP Test Results
105 COMPETITIVE RETAILER INFORMATION PORTAL Meter Test Results
106 COMPETITIVE RETAILER INFORMATION PORTAL CHAT The Chat tool provides Retail Electric Providers a quick and efficient way to communicate with an Oncor Customer Service CCA Agent Customer: CCA: Customer: CCA: CCA: CRIP Chat went live in March 2012 Oncor averages over 330 chats per month with REPs 96% of chatters are satisfied or very satisfied Return 99% of chatters respond that they are likely or very likely to use chat again
107 Benefits of Using CRIP CRIP is a web based application that provides REPs with easy and quick access to the following information: REP Bulletin Notifications ESI ID Lookup Capabilities Meter Test Results Live Chat Tampering Evidence Access to the Automated Historical Usage Portal Information about ESI IDs you serve such as load profile, billing cycle, switchhold and critical care status and much more EDI Transactions: o 814 Enrollments, MVI/MVOs, Switches o 867 Monthly Reads, Consumption & Monthly Historical Usage (12 months) o 810 Invoices TDU and Discretionary Charges o 650 Service Orders such as disconnects for non-pay, reconnects, meter tests, rereads, etc
108 How does a REP obtain access to CRIP? Oncor assigns CRIP administration access to one or more employees of each REP once a CRIP administrator agreement is executed Each REP administrator may designate additional CRIP Administrator(s) Each REP s CRIP administrators manage CRIP access for their employees and contractors Contact Oncor s CRIP Super Administrator Dawn dawn.compton@oncor.com to obtain agreement and coordinate access
109 Automated Historical Usage Portal
110 Automated Historical Usage Request Portal
111 Benefits of the Automated Historical Usage Request Portal The portal offers the following features: REPs are not required to send the customer s letter of authorization to Oncor. Instead, the REP will be required to check a box within the portal affirming it has received authorization from the customer. REPs may request up to 24 months of historical usage data. REPs may request either summary billing data, interval data (IDR meters only), or both. Data is delivered using the same format it has always been sent and is available immediately. REPs may request data for up to 100 ESI IDs per request. Access is provided through the Oncor CRIP. Note: REPs must still receive authorization from Customers in accordance with PUC rules.
112 REP RELATIONS WEBSITE
113 Smart Meter Texas Smart Meter Texas Monitor usage View daily usage in 15 minute increments Download data in csv file format Obtain on-demand reads to assist customers with re-reads
114 Smart Meter Texas On Demand Reads Avoid meter reread costs and delays. REPs can simply go to Smart Meter Texas to obtain a customer s meter reading while still on the phone with the customer.
115 Questions? Thank You!
116 THANK YOU FOR PARTICIPATING IN THIS YEAR S REP WORKSHOP. WE HOPE IT WAS INFORMATIVE. PLEASE ENJOY THE TOUR OF THE PRESIDENTIAL LIBRARY AND MUSEUM.
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