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REMITTANCE PROCESSING AT CPS ENERGY. Presented BY SYLVIA M ARNOLD DIRECTOR OF CUSTOMER SERVICES SPETEMBER 25, 2007. Table of Contents. Meet CPS Energy Then and Now Drivers of Change. Meet CPS Energy. Nation’s largest municipally owned provider of both electricity and gas

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remittance processing at cps energy

REMITTANCE PROCESSING ATCPS ENERGY

Presented BY

SYLVIA M ARNOLD

DIRECTOR OF CUSTOMER SERVICES

SPETEMBER 25, 2007

table of contents
Table of Contents
  • Meet CPS Energy
  • Then and Now
  • Drivers of Change
meet cps energy
Meet CPS Energy
  • Nation’s largest municipally owned provider of both electricity and gas
  • Acquired by City of San Antonio in 1942
  • 630,000+ electric customers and and 310,000+ gas customers and growing
  • 8th largest city in U.S.
  • Provide 20% of City’s operating budget
  • Bills among lowest in nation
  • Highest financial rating of any electric system
meet cps energy1
Meet CPS Energy

J D POWER 2007 RESIDENTIAL CUSTOMER SATISFACTION STUDY

  • # 9 in the Nation; #2 in South Region
  • Nationally ranked First Quartile in :
    • Customer Satisfaction
    • Company Image
    • Price and Value
    • Communications
    • Billing & Payments
what changed
What Changed?

THEN

  • Limited # of Pay Stations
  • Daily pick-up of cash by armored car
  • Limited functionality of pay stations (no partial or delinquent payments)
  • No credit card or electronic check payments
what changed1
What Changed?

NOW

  • Over 100 Pay Agents
  • Payments received electronically
  • Partnered with BillMatrix for credit card and electronic check payments
  • BillPower and Striata for e-billing
  • Electronic ACH
  • Direct On-line Payment files
slide8
ACH
  • Percent of ACH payments remains constant at .5%.
  • Customers formerly sending check and lists now sending ACHs with addenda records
  • ACH file converted then uploaded.
  • Posted the business day after the payment is posted to CPS Energy’s bank account
online payments
ONLINE PAYMENTS
  • Increased from 2.7% to 7.6%
  • Checkfree was our first provider of an electronic file with online payments
  • Currently receive files from six providers
  • Posted between 7 and 9 A.M. the morning file is received
direct debit
DIRECT DEBIT
  • Our product is called AutoPay
  • Percent remains fairly constant. Was 4.2% and is now 4.4%
  • Most convenient way to pay
  • Communicating benefits to customers
  • Automatically posted on the due date
pay agents
PAY AGENTS
  • Over 100 agents in Bexar County
  • Includes all HEB’S and Walmarts
  • Increased from 7.5% to 11.7%
  • Can handle both partial payments and delinquent payments
  • Payments posted electronically between 7 and 9 A.M. the following business day.
bill matrix
BILL MATRIX
  • Partnership initiated in July 2004
  • Provides telephone electronic checks, online electronic checks through Bill Matrix website, and credit card payments
  • 4% payments
  • Customer pays usage fee.
billpower
BILLPOWER
  • E-bill presentment and payment through in-house product
  • First offered in December 2004
  • Residential Customer Program
  • 6% of payments received
  • Emergis challenge
  • SAP lawsuit pending against Emergis
striata
STRIATA
  • Third party provider
  • Pilot program for large commercial customers with multiple accounts
  • Mixed reviews
other
OTHER
  • Still receive most payments through the mail.
  • Have 3 walk-in facilities with tellers
  • Still have drop boxes
payment options
Payment Options

Payment Methods – Jan. 2006 – Dec. 2006

  • 46.2% - U.S. mail
  • 13.0% - In person at CPS Energy service center
  • 11.7% - 107 separate pay agent locations
  • 8.8% - Online banking payments
  • 7.5% - CPS Energy BillPower
  • 5.0% - BillMatrix
  • 4.4% - AutoPay
  • 2.8% - Payment drop box
  • 0.6% - Automated Clearinghouse (ACH) and Wire
costs of payment options
Costs of Payment Options

Cost to Cost to

Payment OptionCustomerCPS Energy

Pay agent locations $1.00 $0.04

AutoPay 0.00 0.07

BillMatrix 2.95 0.07

CPS Energy BillPower 0.00 0.08

Online banking 0.00 0.12

Payment drop box 0.00 0.14

U.S. mail 0.39 0.16

ACH ~1.00 0.58

In person at CSC 0.00 1.71

Wire ~8.00 9.09

questions and comments
Questions and Comments

Questions and Comments