“our business – revenue collections & payments”
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“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. Customer base - PowerPoint PPT PresentationTRANSCRIPT
“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”
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Ever Feel Like Doing This? Managing Payments can be stressful!
Identical Dolphins Stress Test…
Cash Flow Is King (Queen)!!
Remember……..
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 TeamSupervisor = Elyssia Carlblom503-425-1654; [email protected]
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 OFFICESSupervisor = Gil Rodriguez 503-612-3754; [email protected]
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 OPTIONSSupervisor = Barb Byers (503-612-3911; [email protected])
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
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portlandgeneral.com & portlandgeneral.biz.
Customer Bills (August 2008)• Paper Bills = 754,213 (91%; year ago was
768,952 - 94%)• E-Bills = 74,963 (9%; year ago was 50,837 -
6%)
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
0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%
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Continuous Improvement & Continuous Learning
Never Stop Learning!
The Three P’s Key to Success
1. Physical Assets & Technology
2. People
3. Practices & Processes
