We have significant experience working in the utility industry and understand the interplay between customer satisfaction, operational realities, cost pressures, systems integration, enabling technologies and customer and societal expectations. We assist utilities in a variety of ways to improve business performance and customer satsifaction.
Services offered include:
Investigating and solving specific problems in the meter to cash revenue cycle including lost gas / line loss, process inefficiencies
Assistance in identifying process, system and organizational changes to make improvements to the customer experience including customer programs such as paperless billing and self service
Reviewing and improving methodolgies for estimating and validating month-end unbilled gas / electric estimates
Business Case development for AMI, CIS, Outsourcing and other critical initiatives
Billing and Back office process improvement, workload reduction and staffing models
Quality and risk assessment for CIS and other systems implementations
Identifying and reducing revenue leakage by investigating areas such as stopped meters, billing errors, metering errors, UAFG/Line Loss and diversion.
Collect and compare data from other utilities for topics such as Average Use Per Customer, paperless billing strategies and adoption rates, revenue recovery practices, etc.
Support of process and organizational alignment to enable merger integration
Assessment of business process and IT sourcing options including current outsourcing provider performance