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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

slide2
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

print mail services
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
cash remittance
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
community offices
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
slide12

PAY OPTIONS

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

pay options
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
customer bills august 2008
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

the three p s key to success
The Three P’s Key to Success
  • Physical Assets & Technology
  • People
  • Practices & Processes
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