1. Meter Reads- Web Meter Effectiveness Project Number 0309-23-0005 Black Belt Cathy Delvalle Atlanta CCC

2. 2 Background on Process n Approximately 3 ½ years ago, IKON decided to develop a web based method of collecting meter readings from customers. n IKON launched the web program 2 years ago and currently has approx. 537K pieces of equipment that qualify for the web meter submission. Of those only 34,600 customers submitted meter readings via the web in the month of September 2003. n This projects charter is to: n Establish a baseline of actual cost for collecting meters via phone vs. web n Understand the customer needs and problems with web submission n Reduce the defects and costs associated with web meter collection process n Increase the number of meter reads collected via web entry among customers already enrolled by 37% Bottom Line – The more we get customers to use the web meter submission method, the more money IKON saves in the process of collecting meters. n

3. 3 Project Definition n Problem Statement: Currently we have a low utilization rate among the customers “enrolled” in the web meter program. For all of IKON, the submission rate is 56%. On the e-IKON platform (where the greatest number of enrollments exist) only 49% of the enrolled customers submitted a meter read over the web in September 2003. On the OMD platforms, we achieved a 67% submission rate for the same time period. Due to customers not maximizing the use of web meter submission, IKON is experiencing erroneous and delayed billings to our customers. It also results in revenue not being recorded in the correct time period. It results in lost revenue and OI from overages when meters aren’t captured timely. On the Oracle platform, we cannot generate a billing for service base without a current meter read so this issue reaches beyond billing for overages. Web meter entry is the preferred method of meter capture as it requires no employee interaction once set up, no entry of meter reads submitted and eliminates delays in meters being entered once submitted.

4. 4 Project Definition n Project Objective: To increase the number of meter reads collected via web entry among customers already enrolled by 37% (12,803 / 34,6040. Identify and remedy causes for gap between the number of customers enrolled for web meter submission and those actually using the web to submit their meters. Reduce the defects and costs associated with web meter collection process. Project to be completed by Feb. 27, 2004. n Defect Definition: Failure to increase meters collected via web entry for customers already enrolled by 37% (from a benchmark of 34,604)

5. 5 Project Team n Project ChampionShirley Gassen n Master Black BeltLaura Wells n Process Owner? n Financial AnalystBob Conner n Black BeltCathy Delvalle n Potential Team Members n Danny BrownDuluth CCC Meter Manager n Janet GibsonDuluth CCC Meter Specialist n Beth Beran Corp. Web Process Manager n Carole Cross IT Person n ?Houston CCC Web user n ?OMD Web user/manager

6. 6 Preliminary Data

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8. 8 Final Impact- Preliminary n Savings of $1.63 per meter read obtained via web meter submission as opposed to phone collection. 12,803 additional web meters collected per month x $1.63 $20,869 savings per month x 12 months $250,400 total savings per year n Improvement in billing accuracy reduces the number of credit & rebills produced n Revenue enhancement from improved customer retention & reduction in contract termination (difficult to quantify)

9. 9 Potential X’s n Y = Enhance meter submission for customers already enrolled in web program X1= Identify erroneous meter contact info (undelivered emailed requests) X2= Time meter requests to be in sync with billing cycles (Oracle issue) X3= Examine/revise Oracle parameters for valid web meter submission (minimum read issue) X4= Validate enrollment information loaded from ADS X5= Identify customer impediments to using web meter submission

10. 10 Next Steps n Determine actual cost savings n Manpower cost n Phone call cost n Actual headcount of those calling customers for meters n # of meters collected via phone calls n Collect Detailed Data on X’s