BEFORE THE PUBLIC SERVICE COMMISSION OF WISCONSIN

Transcription

1 BEFORE THE PUBLIC SERVICE COMMISSION OF WISCONSIN APPLICATION OF WISCONSIN PUBLIC SERVICE CORPORATION FOR AUTHORITY TO ADJUST ELECTRIC AND NATURAL GAS RATES DOCKET 6690-UR-124 Ex.-WPSC-Kage-1

2 Integrys Customer Experience (ICE) Update ICE 2016 Project Page 1 of 8 April 8, 2015

3 ICE 2016 Project Objectives To provide an enhanced, predictable and consistent customer experience for all Integrys utilities through efficient customer operations performance...supported by a standard, consolidated customer operations model and technology platform 2 Page 2 of 8

4 But most importantly, how will Transformation feel to our customers and employees Standardized business processes across all utilities Fewer manual tasks and workarounds One Team, One Standard, First Quartile One common customer experience Improved employee engagement and performance Improved collections 3 Advanced IVR and Web service capabilities Page 3 of 8 Better planning, forecasting, and multitasking

5 ICE 2016 Project Update Moved first implementation for WPS, UPPCO, MERC, MGU targeted for August 2015 Second implementation for PGL, NSG targeted Q Prioritized work to focus on WPS, UPPCO, MERC, MGU Functionality delivered in two releases 4 Page 4 of 8

6 WPS Customer Benefits 5 Contact Center/Self-Service Release 1 Standard enhanced self service platform for customers Usability improvements with IVR/Phone system and Website More efficient web log in for customers Images of customer correspondence will be readily available for contact center agents to view, allowing a more efficient experience for the customer Customer s can receive proactive electric outage notification utilizing the customer s communication preference, only need to sign up once First call resolution functionality to monitor and report addressing customer s inquiry and analyze root cause of repeat calls New and improved knowledge management tool for employees Improved quality assurance and agent monitoring process Improved complaint identification and resolution process Release2 A portal will be available for landlords that will allow them to view energy usage at their properties and perform various transactions Improvements to turn on/transfer process on Web Page 5 of 8

7 WPS Customer Benefits Billing Release 1 Improved bill formats to help customers better understand their bill and energy usage WPSC contact information, amount due and due will display at the top of bill Payment stubs are moving to the bottom of the bill New bar graphs will display on bills Two 13-month graphs; current charges and usage Double bars for gas and electric customers Offering a large print bill option to the customers Bills with a credit balance will show no payment due on the stub Customers will be able to view their monthly bill on the web Improved monthly bill estimating methodology Automating back billing calculation Improve address validation Complete phone number validations 6 Page 6 of 8

8 WPS Customer Benefits Billing Release 1 Addition of near real time notes indicating payment in Open-cIS, from web and IVR for Quick Payments and authorized pay stations Enables customers to view their electronic payment confirmation on the web and IVR in near real time Enables our contact center agents to view a customer s electronic payment in near real time Reduces the need for the customer to call back to confirm a payment Proactive Budget Bill solicitation and automated enrollment into Budget Billing Budget Billing now available for small commercial customers Large commercial customers Auto download to allow marketers to import gas nominations Improved technology platform and processes for generation of customer bills 7 Page 7 of 8

9 WPS Customer Benefits Credit Release 1 Internal Customer Match - Debt Utilizing behavior scoring to determine collection activity Establishing new options and guidelines for payment arrangements Release 2 Improving processes for locating and contacting customers who have finaled their accounts Become a member of National Consumer Telecom & Utilities Exchange (NCTUE) Sending final bill balances to collection agency 30 days sooner Initiating new rules for customer s requesting service to assist with preventing identify theft and fraud Applying deposits to new subset of customers Reporting positive and negative payment history to credit bureau 8 Page 8 of 8