“Our Business – Revenue Collections & Payments” Utility Payment Conference 2008 Tuesday, October 21 9:15 to 9:45 a.m. Presented By: Wes Friesen, Portland.

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Presentation transcript:

“Our Business – Revenue Collections & Payments” Utility Payment Conference 2008 Tuesday, October 21 9:15 to 9:45 a.m. Presented By: Wes Friesen, Portland General Electric

PGE Quick Facts  119 years old  Headquarters = Portland, OR  52 cities / 1,594,000 population  Generation  8 Hydro  3 Natural Gas/Oil  1 Wind  1 Coal  Customer base  702,000 residential  98,375 commercial  260 industrial  “WE DO THIS EVERY DAY” 3

Ever Feel Like Doing This? Managing Payments can be stressful!

Identical Dolphins Stress Test…

Cash Flow Is King (Queen)!! Remember……..

Print & Mail Team (Bill Production) Supervisor = Eric Houger ( ;

Print & Mail Services IBM 4000 printers; Pitney Bowes Inserters (APS, FPS); other print and mail related equipment and software Only electric utility in the nation that is MPTQM certified Have earned multiple national awards for Excellence (e.g. earlier this year earned NAPL’s Gold Award) 100% Same Day production of bills for over 6 straight years, with zero significant errors! Maximize postal discounts ($3m savings) via selective/intelligent inserting and automation/sortation work sharing

PGE Cash Remittance Team Supervisor = Elyssia Carlblom ;

Cash Remittance Infrastructure: Opex w/imaging, Unisys Transports; Unisys R & L software Processes all mail-in payments for PGE: Agency, Light and Power, non-Light and Power Started ARC processing (converting checks) in March 2007 Redeem PGE Gift Cards via Marksense Marksense for address changes/customer comments Use of “bangtails” for promoting PGE programs On-line Archive of stub/check images 5 straight years of 100% same-day processing; error rate less than.02% ISO 9001 certification in process

COMMUNITY OFFICES Supervisor = Gil Rodriguez ;

Community Offices Processes walk-in and drop box payments (7 different locations) Created PGE Gift Card Program Process MasterCard credit and debit cards with no fee to customer (pilot program) Started processing checks via Remote Deposit in February 2008

PAY OPTIONS Supervisor = Barb Byers ( ;

Pay Options Express Pay Locations (EPL’s) Vcom Kiosks Automatic Monthly Payments (ACH) PGE IVR check payment – no fee Electronic Credit/Debit Card Payments via Third Party (with fee) On-line Payments (bank websites, money management software, PGE’s website) EDI – Electronic Data Interchange for large customers

13 portlandgeneral.com & portlandgeneral.biz.

Customer Bills (August 2008) Paper Bills = 754,213 (91%; year ago was 768, %) E-Bills = 74,963 (9%; year ago was 50, %) E-Bills are growing; paper bills are slightly declining Paper comes from PGE Customer Boise Cascade, using sustainable fiber sources: construction/lumber mill wood waste; re-cycled paper; sustainable and certified tree farms/forests Environmental Certifications (FSC/SFI) received or in process

PGE Payment Trends

Continuous Improvement & Continuous Learning

Never Stop Learning!

The Three P’s Key to Success 1.Physical Assets & Technology 2.People 3.Practices & Processes