Building a Bigger, Better, Stronger Company Sharon Eberman - Director of Credit & Collections Boston Hartford AGA/EEI 2013 Collections Department Opportunities and Lessons Learned Post Merger

Territory Map New England’s Largest Energy Delivery System ~9K employees Six Operating Companies: CL&P, NSTAR Electric, PSNH, WMECO, NSTAR Gas and Yankee Gas; 3 Commissions 3.5 Million Customers in 470 Communities in CT, MA and NH Customer Care 1,200 Strong Located in Four Facilities Billing & Remittance Call Center Credit & Collections Meter Reading & Field Ops

From FIT to MIT and Beyond Forming, Storming, Norming Compare and Contrast Metrics Processes Systems Regulatory Interpretations Positioning Within the Corporation Strengths and Weaknesses Now What? Conforming… Consultants and Power Points

Snap Shot of Similarities and Differences Function Degree of Similarity Highlights Processes and Metrics Account initiation, collections life cycle, business partners, and KPIs calculations Planning and Analytics NU has Customer Behavior Analytics Engine, Credit Risk Scoring Model, Analytics Team Credit Call Center NSTAR outsources; NU’s team is in-house Structure NSTAR had centralized team; NU had multi-state/operating company structure Employees NSTAR credit employees are represented; only NU’s field team is represented Innovation and Technology Both companies promote innovation: NSTAR has IVR/web tool that issues reconnect to field laptops in real-time NU uses web portals and Press 1 to Pay

From FIT to MIT and Beyond Paradigm Shifts Developing a Point of View Switching Up the Cart and the Horse Managing Virtual Teams Planes, Trains and Automobiles New Boss, New Vantage Point, New Day

From FIT to MIT and Beyond Let the Harmonizing Begin! Structure and Size The Nitty Gritty Combined Planning and Reporting Getting to Know You…♫ Best Practices Swap Making us Bigger, Better, Stronger New Norms and Really Big Storms Communications Travel Food Benefits, Corp Comm,

From FIT to MIT and Beyond Driving Through the Change Curve Adaptability Embracing a New ….(Fill in the Blank) Resiliency and Survival…What’s Critical Top Five Signs That You’ve Really Merged Key Lessons Some times you’re the windshield and sometimes you’re the bug Five O’Clock Somewhere Breath in Breath Out Move On

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