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“Our Business – Revenue Collections & Payments”

“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

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“Our Business – Revenue Collections & Payments”

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  1. “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

  2. PGE Quick Facts • 119 years old • Headquarters = Portland, OR • 52 cities / 1,594,000 population • Customer base • 702,000 residential • 98,375 commercial • 260 industrial • Generation • 8 Hydro • 3 Natural Gas/Oil • 1 Wind • 1 Coal • “WE DO THIS EVERY DAY” 3

  3. Ever Feel Like Doing This? Managing Payments can be stressful!

  4. Identical Dolphins Stress Test…

  5. Remember…….. Cash Flow Is King (Queen)!!

  6. Print & Mail Team (Bill Production)Supervisor = Eric Houger (503-464-7882; eric.houger@pgn.com)

  7. 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

  8. PGE Cash Remittance TeamSupervisor = Elyssia Carlblom503-425-1654; elyssia.carlblom@pgn.com

  9. 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

  10. COMMUNITY OFFICESSupervisor = Gil Rodriguez 503-612-3754; Gil.Rodriguez@pgn.com

  11. 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

  12. PAY OPTIONS Supervisor = Barb Byers (503-612-3911; barbara.byers@pgn.com)

  13. 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

  14. portlandgeneral.com & portlandgeneral.biz. 13

  15. 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

  16. PGE Payment Trends

  17. Continuous Improvement & Continuous Learning

  18. Never Stop Learning!

  19. The Three P’s Key to Success • Physical Assets & Technology • People • Practices & Processes

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