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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

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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

    • 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




Cash flow is king queen

Remember…….. stressful!

Cash Flow Is King (Queen)!!


Print mail team bill production supervisor eric houger 503 464 7882 eric houger@pgn com
Print & Mail Team (Bill Production) stressful!Supervisor = Eric Houger (503-464-7882; [email protected])


Print mail services
Print & Mail Services stressful!

  • 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 team supervisor elyssia carlblom 503 425 1654 elyssia carlblom@pgn com
PGE Cash Remittance Team stressful!Supervisor = Elyssia Carlblom503-425-1654; [email protected]


Cash remittance
Cash Remittance stressful!

  • 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 offices supervisor gil rodriguez 503 612 3754 gil rodriguez@pgn com
COMMUNITY OFFICES stressful!Supervisor = Gil Rodriguez 503-612-3754; [email protected]


Community offices
Community Offices stressful!

  • 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 OPTIONS stressful!

Supervisor = Barb Byers (503-612-3911; [email protected])


Pay options
Pay Options stressful!

  • 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



Customer bills august 2008
Customer Bills (August 2008) stressful!

  • 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
PGE Payment Trends stressful!




The three p s key to success
The Three P’s Key to Success stressful!

  • Physical Assets & Technology

  • People

  • Practices & Processes


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