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EGIA Overview

EGIA Overview. www.egia.org. Rebate Program Administration. EGIA has over three decades of experience in providing utilities and government with rebate program administration and rebate processing services.

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EGIA Overview

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  1. EGIA Overview www.egia.org

  2. Rebate Program Administration EGIA has over three decades of experience in providing utilities and government with rebate program administration and rebate processing services. EGIA has processed over 3 million rebate applications and distributed nearly $400 million dollars in rebate checks and incentives.

  3. Energy Efficiency Financing • Consumer/ Business Financing • Residential Long-Term Financing • Residential Short-Term Loans • Commercial Leasing • Contractor Business Development • Business Expansion Financing • Diagnostic Equipment & Training EGIA, through its portfolio of GEOSmart financing options has facilitated home and building upgrades on over 50,000 projects totaling nearly $700 million over the past 5 years alone

  4. Home Energy Makeover Contests EGIA Provides Support Services Ranging From Design Consulting To Procurement/ Donation Of Installed High Efficiency Measures To Full Program Administration

  5. Utility & Contractor Exchange EGIA Plans and Produces Activities Where Utilities, Allied Organizations and Contractors Learn and Network Regarding Best Practices In Energy Efficiency, Renewable Energy, Customer Service, Marketing/Sales and Enhanced Business Operations

  6. Rebate Processing

  7. Rebate Processing

  8. Sample Mail-In Application • The Application Is Part Of An Integrated Rebate Processing System • Clearly Communicates Program Requirements • Easy For Customers To Navigate • Communicates Multi-Measure Information • Communicates Varying Rebate Levels • Designed For Ease Of Use and Operational Efficiency

  9. Online Application Submittal Based on our experience, when given a choice approximately 40% of customers will choose online application submittal over mail-in

  10. CSR Desktop Application

  11. Problem Letters

  12. Most Common Reasons for Denial Automated Safeguards Reduce Deliberate Or Unintentional Misuse Of The Program. Problem Letter Generation/ Follow-Up System Assures Maximum Customer Participation

  13. Rebate Prepared For Payment

  14. Sample Check Nicor Branded Checks and Envelopes With A Personalized Program Related Message On The Check Register

  15. Fraud Prevention • EGIA uses an assortment of different methods to prevent and detect fraud, based on the source of the potential fraud. • Consumer Fraud Potential • Customer attempts to get more than one rebate on the same device • Customer copies receipt and gives it to another person to claim a rebate • Customer alters rebate check with a bogus dollar amount • Controls • Database track customers by name, address and measure making it virtually impossible to receive more than one rebate on the same measure • We capture a receipt # or invoice # to catch duplicate receipts being used • To prevent check alteration we use Positive Pay, a Wells Fargo tool that compares every check presented for payment to a file of issued checks

  16. Fraud Prevention • Organizational Fraud Prevention • We prevent organizational fraud by carefully segregating duties and by implementing internal checks and balances • CFO invoices customers and receives payments for rebate funds. • Bookkeeper prepares deposit and records the receipt of funds in the general ledger • CFO records receipt of the funds in the invoice log • IT runs the database to generate the rebate checks based on the invoice. • The Senior Bookkeeper prints the rebate checks. • The mail processing department stuffs the checks and mails them after comparing the number of checks received to the invoice. • Rebate programs have zip code restrictions so no employee can enter a rebate for themselves and use their own address. • The Senior Bookkeeper cannot enter a rebate. • CFO reviews and reconciles all rebate bank accounts each day

  17. Un-cashed Checks & Escheatment • Check Monitoring • EGIA closely monitors un-cashed check logs • Historically 99.5% of checks issued are cashed within 90 days • After 90 days if the check has not been cashed, EGIA contacts customer • Confirms address and that they received it • Voids the original check and reissues new check if appropriate • Virtually all reissued checks get cashed. • Un-Cashed Checks/ Escheatment • If checks remain un-cashed for 6 months EGIA/RSG notifies Nicor • Based on Nicor management policy, unspent funds will either be: • Returned back into the program budget • Based on legal interpretation of the states escheatment law returned to Nicor management for funds transfer to the state.

  18. IT Applications

  19. IT Applications

  20. Rebate Processing Capabilities • EGIA’s rebate processing system is designed to cost effectively process traditional mail-in applications, instant rebate coupons, bounty programs, sales staff incentives, wholesale or retail buy-downs and other innovative incentives specified by program sponsors. • EGIA interacts with utilities and utility IT systems in many different ways: • Comprehensive rebate processing as currently deployed at Nicor • Check cutting services only where EGIA receives a validated file from a program sponsor and simply issues the check • EGIA receives data files directly from retailers participating in instant discount programs. EGIA validates files and issues aggregated check to retailer corporate headquarters for their distribution to individual stores • EGIA receives mail-in and online customer applications, validates and approves rebate then sends a file to the utility customer accounting department that then processes the rebate as a bill credit. • EGIA processes/ approves rebate application and sends file to utility that issues the check and distributes to their customers directly

  21. Call Center Operations • Toll-free Number: 877-886-4239 • Call Center Hours of Operation: 7:00 a.m. to 7:00 p.m. Central Time, Monday – Friday (except federal holidays). • Staffed with Bi-lingual CSR’s • Call Center Metrics • Minimum of 70% of calls answered within 30 seconds • Longest wait time for the day will not exceed 5 minutes • Average time to answer calls is 30 seconds or less • After Hour Voice Mail Services • All Messages Are Returned Within 24 Hours Of Receipt Within The Business Week.

  22. Call Center Activity Top 5 Reasons Customers Call

  23. Call Center Activity

  24. Training & CSR Development • Management Trains Sr. CSR As Subject Matter Experts • CSR Manual Updated With New Program Information • Program Requirements • Program Fact Sheets • Frequently Asked Questions • Examples Of All Program Related Forms • Review Website Application For Program • Walk Through Desk Top Application • Conduct Weekly CSR Training • Senior CSR Job Shadows Junior Employees • Call Center Manager Silent Monitors CSR’s Periodically

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