1. MOVE-IN QUEUE PROCESS ALSO KNOWN AS DEBT AVOIDANCE
Presented by:
Kathy Oxby, Supervisor of Receivables Management, Vectren
Teresa Cullum, Team Lead Receivables Management, Vectren

2. Consolidated Net Income*
Vectren at a glance
Three Year Average (’10-’12)
Headquartered in Evansville, IN
Fortune 1000 company
12th largest public company in Indiana (by 2012 revenue)
NYSE: VVC
$5.1 billion in assets (2013)
$2.5 billion in revenues (2013)
5,500 employees (including nonutility companies)
850 of these employees are contract miners in southwestern Indiana
Consolidated Net Income*
Utility ~80%
Non-utility ~20%
Utility Net Income
Gas
~45%
Gas
55%
Electric
~55%

3. Infrastructure Services
Vectren
Utility
Nonutility
Vectren North
Indiana Gas
Vectren South
SIGECO - Electric
SIGECO - Gas
Vectren Ohio
VEDO
Infrastructure Services
Energy Services
Coal Mining
Miller Pipeline
Energy
Systems Group
Prosperity Mine
Oaktown Mine 1
Oaktown Mine 2
(under development)
Minnesota
Limited
Vectren at a glance
* Jointly owned with a subsidiary of Citizens Energy Group

4. Vectren’s gas footprint
Vectren Energy Delivery of Indiana – South
110,000 gas customers
Vectren Energy Delivery of Indiana – North
570,000 gas customers
Vectren Energy Delivery
of Ohio
315,000 gas customers
TOTAL Gas Customers = 995,000

5. Vectren’s electric footprint
Power plants
AB Brown
FB Culley
Warrick Unit 4
Blackfoot Clean Energy Plant
Vectren Energy Delivery of Indiana – South
142,000 electric customers
1,300 Megawatts

6. DAISY-CHAINING

7. Background
Revenue Goal: Write-off reduction, find a method to reduce “daisy chaining”
Customer Service Goal: To maintain positive customer satisfaction and to not deny service when mandated
Issue: Customer disconnected -> New Customer but same tenant, calls for move-in (Daisy Chaining/Debt Avoidance)
Challenges:
The project impacted several departments
Customer Service buy-in was critical
First Call Resolution
Extending service to the correct customer
Customer Service inability to perform research
Pushing the “envelope” but not causing any Commission issues

8. Vectren Move In Queue Process is Born
Process Developed:
Revenue Analyst provided the necessary data to support the need – number of disconnects with a move-in within 48 hours.
A “queue” was created that would house the accounts that met a designed criteria.
Designed criteria = Closed disconnect order with another party calling for move-in within 2 business days.
Customer Service enters an “APP INFO” note in CIS, which initiates notification to Revenue

9. The Process (sample of e-mail notification)

10. Move-In Queue

11. The Back-Office Process
Accounts are received via in Revenue and assigned based on skillset.
Account is skip traced to identify who owns property.
Validate tenants/occupancy.
Look for other debt – previous tenant – other addresses.
Critical element – verify this is valid Daisy Chaining/Debt Avoidance.
If research identifies this is not, account is referred back to Customer Service to complete move in process
Why are they responsible?
Contact is made with person requesting service
Prepare reconnect quote
Offer Assistance Agency/Trustee/any location for their area that may assist
Be flexible to retain customer

12. The Back-Office Process continued
If the customer cannot or chooses not to pay; the account remains in the queue.
Account is flagged to come back to Revenue until service goes active.
All accounts are manually tracked to monitor effectiveness of this process.

13. Statistics Year $ Identified as collectable Justified Unjustified 2012
$35K 81 76
2013
$220K
888
119
2014
$231K
546
274
Totals
$486K
1515
828
65%
35%

14. MOVE-IN QUEUE SUMMARY
Created to attempt to deter a portion of the debt avoidance activity that occurs as part of the utility business.
It is in no way a stop-gap for all that occurs. I.e. customers who have another party call to initiate a move-in to avoid a disconnect of service.
Parameter is currently set at 2 days after disconnect order, but can be changed.
Success Criteria:
Customer Service reps are now following the thought process
Percentage of justified accounts and debt found
To date, no commission complaints validated due to this process
Additional support towards reduction of bad debt write-offs

15. Questions?
Contact Information
Kathy Oxby
Vectren Receivables Management Supervisor
Phone:
Teresa Cullum
Vectren Receivables Management Team Lead
Phone: