1. Centralized Management Services Dawn Malinowski Wisconsin Public Power Inc Sun Prairie, WI

2. Overview WPPI Background Current Services First Step Software Hosting Data Acquisition IT Services Benefits Challenges Keys to Success Lessons Learned

3. WPPI Municipal Joint Action Agency Formed in 1980 43 member municipalities 80 employees – 14 field, 66 office Peak demand – 1,000 MW 160,000 customers in Wisconsin, Iowa & Michigan

5. WPPI Structure Board of Directors Executive Committee Advisory Groups Staff

6. Current Services Hosted Software – Billing/CIS – Finance & Accounting – T&D Joint Purchasing – Helpdesk, support and training Data Acquisition

7. Current Services (cont) Network Support Services – Purchase – Design – Server and workstation replacement – Patch management – Security – Email – Joint purchase of Web Site hosting – Joint purchase of virus protection software

8. The First Step Need for electronic communication Corporate Communications Advisory Group – Review RFP and proposals – Costs passed through wholesale rates – Establish technology standards

9. Software Hosting The Beginning Environment in 1998 – Retail deregulation expected in 3 years – PSCW Segmentation – Y2K approaching Created Billing and Accounting Task Force – 10 members – Establish guidelines for members to implement technology to enable them to compete in a competitive market

10. Software Hosting BAT Force Recommendations Benefits of working together – New systems expensive – Why should each member bid & implement separately, especially if WPPI can benefit as well – Network already in place Presented to Advisory Group and Executive Committee – Directed to develop scope of work – Establish funding mechanism

11. Software Hosting Implementation Service Bureau approach Funded from transmission refund and member equity Members participate in software selection WPPI provide on-going hardware & software support Maintenance costs allocated across members

12. Software Hosting Participation 31 members on Harris – 170 users 30 members on Solomon – 125 users

13. Data Acquisition The Beginning Aging meters Postcard bills Direction from Rates and Delivery Services Advisory Group

14. Data Acquisition Participation Provide Time of Use billing data Web access to load data for wholesale and large customers Some metering & billing services to augment member staff Interrogate & translate 204 customer meters for 21 members

15. IT Services The Beginning Lack of dedicated IT staff at member locations Local resources limited High turnover at local resource – lack of continuity “Connected” to WPPI network

16. IT Services Participation 20 members participate on some level Over 500 email and WAN users Well over 100,000 email messages processed weekly $33,300 purchases YTD

17. Benefits Member Applications now affordable Back end support – Backups – Disaster recovery – Database administration and maintenance – Upgrades and patch management – Testing

18. Benefits Member (cont) Customize participation level Share costs – Hardware – Software – Maintenance Data Acquisition – Daily interrogation – Web access to load data

19. Benefits Member (cont) Hosted Software – Modular – Workshops and user groups – Shared reports – Dedicated support and training staff – Web access for electronic bill presentation and payment, financial and budget information

20. Benefits WPPI Common platform Common data structure Access to data used for other member services

21. Challenges Staffing – Never enough – Right combination of technology and customer service Managing expectations of management and end users

22. Keys to Success Member involvement and participation Projects strategically or technologically important Address member issues – Equity – Autonomy – Expectations Good Communication – People – Technology

23. Keys to Success Manage expectations Select projects based on value Cost sharing methodology up front

24. Lessons Learned Collaborative projects are always bigger than anticipated – Management – Coordination – Staffing Don’t Underestimate – Time commitment – People’s reluctance to change

25. Lessons Learned (cont) Building Block Approach – Wide-area-network Upgrade networks and workstations email and internet service – Hosted Software – Network Services Communications Support – Promotion

26. Lessons Learned (cont) Ground work with management Management support Services agreements Internal Project Management