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

2. 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

3. 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

4. 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

5. 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

6. 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,

7. 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

8. Questions?