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Customer Care Overview

Services will be delivered to Retail Electric Providers through: Customer Contact Center Contact Center REP Account Representatives New Construction Management Center Revenue Management Billing and Disputes Payment and Collections Business Systems

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Customer Care Overview

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    1. Customer Care Overview

    2. Services will be delivered to Retail Electric Providers through: Customer Contact Center • Contact Center • REP Account Representatives • New Construction Management Center Revenue Management • Billing and Disputes • Payment and Collections Business Systems & Data Management • Business Systems • Data Management

    3. Introduce Key Customer Care & Transition Staff Customer Contact Center Christal Davis Pam Ramirez Betty Stewart Revenue Management Marki Williams Business Systems & Data Management Joe Neiman (acting) Business Readiness & Design Rob Schlegel Organizational Transition Aaron Fontenot

    4. Contact Center Responsible for validating and initiating service requests for our REPs who choose that option and responding to inquiries from our REPs. REP Account Representatives Responsible for research and resolution of our REPs’ issues and providing retailer business support. New Construction Management Center Establishing new premises and processing of all City Inspections. This function remains with the integrated utility call center until market open.

    5. Billing and Disputes Responsible for the accurate and timely billing of Distribution charges to our Retail Electric Provider partners via Texas SET EDI transactions Payment and Collections Insures that all EDI payment transactions are received timely and posted accurately. Communicates with Retail Electric Provider partners to insure that payment information is accurate, up to date and that disputes are resolved timely

    6. Business Systems Ensures the utility’s business systems support the business processes and requirements for the competitive market’s electronic interfaces with Distribution, ERCOT and our Retail Electric Provider partners. Data Management Manages the significant activity of data transmission between Distribution, ERCOT and our Retail Electric Provider partners. This includes monitoring data file activity and resolution of data failures.

    7. Frequently Asked Questions

    8. Customer Contact How will outage calls be handled during Pilot? The current integrated utility call center will continue handling 100% of the outage calls during Pilot. (More information will be presented later in this presentation)

    9. Billing How will Distribution billing information be sent to Retail Electric Providers? Billing information will be transferred to our partners via EDI transactions. How often will billing information be transferred? Billing information will be transferred daily, directly to our Retail Electric Provider partners. Normally this activity will occur on the next business day after cycle reads are obtained. The billing information will be by premise and include all applicable charges during that cycle including discretionary services.

    10. Payment and Collection What is the best method for payment to the Distribution company? An electronic funds transfer accompanied by the EDI payment data from the REP’s system. This method is preferred over wire transfer and EDI data and will insure a more timely posting of payment information. What is TXU’s deposit requirement? Based upon the Terms and Conditions, the Distribution company does not expect to obtain deposits from Retail Electric Providers unless that entity has been in default with the Distribution company any time during the last 24 months.

    11. Data Management Why is there a need for a Data Management Group? In the new market place TXU Electric expects to send, receive and otherwise handle somewhere around 126 million electronic transactions annually. This activity will be the life’s blood between our organization and yours. We want to ensure that this new and critical activity is given a very high priority within our organization. What data has been provided to ERCOT? Based on requirements, 100% of our electric premise data was provided on March 30, 2001 to ERCOT. Currently, there are weekly and later daily premise updates to ensure all premise data is maintained in Pilot and through Market Open.

    12. Other Questions?

    13. City Electrical Inspections Customer Contact Center

    14. City Inspections TXU Electric currently serves 370 cities and 92 counties within its footprint. Electrical inspection requirements vary by individual city or county. Inspection requirements may be based on: Premise status (new or existing) Rate class (C&I or residential) Name of applicant

    15. City Inspections All cities/counties require an inspection for an initial meter set, regardless of rate class. Most require an inspection or certificate of occupancy associated with a new tenant in a commercial property and in some mobile homes prior to initiation of service (even in cases where energy is still flowing).

    16. City Inspections June 1, 2001 - TXU Electric will continue to receive final inspection data and other directives from city and county electrical inspectors. Requests from authorities (Fire Departments, city inspectors) to discontinue service due to hazardous conditions will be worked immediately by the TDSP, with notification to the Retail Electric Provider via fax or e-mail of the action requested and taken.

    17. City Inspections Requests from the Retail Electric Provider requiring inspections will be held in the TDSP’s system, awaiting inspection release from the inspecting authority. These pending requests will be updated with inspection data, by the TDSP’s Inspections Department, the same workday the information is received from the inspecting authority.

    18. City Inspections In cases where inspection data has been received by the TDSP prior to receipt of the REP’s request, a matching process of the pending inspection information and the REP’s request will automatically be performed when the request is received by the TDSP. A web-site is currently being developed with specific electrical inspection requirements for each city/county within TXU’s service territory. Our goal is to have this completed prior to Market Open.

    19. Pilot Outage Call Handling Customer Contact Center

    22. Other Pilot Updates • Distribution Service Requests • Retailer Business Support Customer Contact Center

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