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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. 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

  19. 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.

  20. Call Center Activity Top 5 Reasons Customers Call

  21. Call Center Activity

  22. 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

  23. Reporting and Database Management • Secure Access To All Rebate Program Data Anytime, Anywhere • Program Managers Able To Filter Data and Drill Down Through Summary Level Information To Detailed Program Analysis • Standard Report Templates Immediately Available On Line With Ability To Customize Reporting Of Anything Collected In The Database.

  24. Customer Care Call Center Services • Dedicated 800# For Easy Customer Access • Automatic Retrieval Of Program Info. • Answers To Program Related Questions • Rebate Application Status Inquiries • CSR’s Trained To Be Problem Solvers and Cross Sell Utility Programs • Online frequently asked questions, extensive training for communications consistency • Inquiries Handled Within One Business Day • Bi-Lingual Speaking CSR’s • Call Records Kept On All Customer Inquiries

  25. EGIA Program Overview Rebate Program Administration • Processed 2.5 Million Utility Rebates & Disbursed Over $250 Million In Rebate Checks To Consumers Home Improvement Financing & Commercial Leasing • Facilitated Financing For Over 40,000 Home and Business Upgrades Valued At More Than $500 Million Over The Past 4 Years Alone Contractor Network Development, Screening & Management • Manage A Partner Contractor Network & Nationwide Membership Network Of Over 2500 Home Improvement Contractors Home Energy Makeover Contest Administration • Provide Support Services Ranging From Design Consulting To Procurement/ Donation Of Installed High Efficiency Measures To Full Program Administration Utility Exchange/ Contractor Exchange Services • UtilityExchange.org an EGIA affiliate 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

  26. Rebate Processing and Payment Rebate Applications Designed For Ease Of Use and Operational Efficiency • The Application Is Part Of An Integrated Rebate Processing System • Clearly Communicates Program Requirements • Easy For Customers To Navigate • Communicates Multi-Utility and/or Multi-Measure Information As Appropriate • Communicates Varying Rebate Levels • Designed For Operational Efficiency • Processing Efficiency • Secure Record Retention

  27. Online Application Submittal Online application submittal available at the customers convenience, 24/7 In-depth program information, qualified models and energy saving tips online • Instant rebate confirmation form • Real-time information regarding funds availability • Fail-safe features built into online system to reduce human error

  28. Rebate Funds Management • Manage Rebate Payment Turn-Around Time • If Outsourcing, Establish A Rebate Fund Account • Modify Internal Accounts Payable Process (You are not paying a bill, this is a customer service) • Beyond 6-8 Week Turn-Around The Phones Light Up “ Where Is My Check” Customer Inquiries • Establish Real-Time Funds Monitoring/ Management • Understand Financing Impact Of Backlog And Daily Application Volume ( Hone Your Forecasting Skills) • Don’t Surprise Your Customers And Channel Partners With A Sudden Termination Of The Program Due To Lack Of Funds (Plan Ahead For A Reasonable Wind Down) • Know Your States Escheatment Laws(some states require that un-cashed rebate checks be turned over to the state) • Active Bank Monitoring and Customer Follow-up Is Essential

  29. Rebate Processing Overview Application Submittal Rebate Processing Check Processing Invoicing • Desktop Application • Qualify Measure • Verify Customer Status • System Automation and Exception Processing • Online Applications • Phone-In Applications • Retailer Point-of-Sale • Secure Funds Management • “Positive Pay” Fraud Controls • Daily Account Monitoring • Monthly Account Reconciliation • Internal Separation of Duties • Accounting Controls • Rebate Level Data By Utility/ Program and Measure Call Center Operations • Qualify Customers • Rebate Status Inquiries • Answer Program Related Questions • Contact Customers For Missing Information • CSR Training • Call Center Monitoring Data Security, Database Management, Real-Time Performance Tracking, Funds Management & Reporting • Inspection Reports • Real-time Funds Monitoring • Secure Online Reporting • Specialized Utility Specific Reports

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