2005 Customer Service Final Report Bill & Payment
September 15, 2005
PA Benchmarking Team
Ken Buckstaff
Debra Mclain
Tim Szybalski
Carl Wojcik
PA Consulting Group. +1 213-689-1515
Or E-Mail anyone on the team at:
FirstName.LastName@paconsulting.com
I
US, Dollars
©2001 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Customer Service
- Participating Companies Baltimore Gas & Electric Company, MD
CenterPoint Energy-Houston Gas, TX
CenterPoint Energy-Minnegasco, MN
CenterPoint Energy-Southern Gas - Arkla, AR
CenterPoint Energy-Southern Gas - Entex, TX
Commonwealth Edison Co, IL
Dominion - Electric
Dominion - Gas
DTE Energy
Duke Power, NC
Enbridge Gas Distribution, Ontario
Eskom
Exelon - PECO Energy Co, PA
FirstEnergy Corp., OH
Florida Power & Light, FL
Hydro-Quebec, Canada
Indianapolis Power & Light, IN
KCPL - GPE, MO
Los Angeles Department of Water and Power, CA
Nashville Electric Service, TN
National Grid, USA - NE
Niagara Mohawk, A National Grid Company
NiSource
Northwestern Energy
Northwestern Energy - MT
Northwestern Energy - SD
Omaha Public Power District, NE
Pacific Gas & Electric, CA
Pasadena Water And Power, CA
Pepco Holdings, Inc. - Conectiv
Pepco Holdings, Inc. - Pepco
Progress Energy - Carolina
Progress Energy - Florida
Public Service Electric & Gas Company, NJ
San Diego Gas & Electric Company, CA
Southern California Edison Company,
Southern California Gas Company, CA
We Energies,
Westar
II
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Billing
(###) Report Viewer Record Number
Pg. 1049.
Pg. 1050.
Pg. 1050.1.
Pg. 1050.2.
Pg. 1051.
Pg. 1052.
Pg. 1053.
Pg. 1054.
Pg. 1054.1.
Pg. 1055.
Pg. 1056.
Pg. 1057.
Pg. 1058.
Pg. 1059.
Pg. 1060.
Pg. 1061.
Pg. 1062.
Pg. 1063.
Pg. 1064.
Pg. 1066.
Pg. 1067.
Pg. 1068.
Pg. 1070.
Pg. 1071.
Pg. 1072.
Pg. 1073.
Pg. 1074.
Pg. 1075.
Pg. 1075.1.
Pg. 1076.
Pg. 1077.
Pg. 1078.
Pg. 1079.
Pg. 1080.
Pg. 1081.
Pg. 1082.
Section Contents
(5) Total Billing Expense - Per Adjusted Customers
(6) Total Billing Expense - Per Customer
(7) Total Billing Expenditure (Including Pensions & Benefits) - Per Adjusted Customers
(8) Total Billing Expenditure (Including Pensions & Benefits) - Per Customers
(9) Total Billing Expense Per Adjusted Customers - Allocated by Commodity
(10) Total Billing Expense Per Customers - Allocated by Commodity
(11) Total Billing Expense - Per Envelopes Mailed
(12) Total Billing Expense (Excluding Postage) - Per Adjusted Customers
(13) Total Billing Expense (Excluding Postage) - Per Bill Issued
(14) Total Billing Expense (Excluding Postage) - Per Customer
(15) Total Billing Expense (Including Pensions & Benefits) - Per Adjusted Customers
(16) Total Billing Expense (Including Pensions & Benefits) - Per Customer
(17) Billing Activity Expense - Per Adjusted Customers
(18) Billing Activity Expense - Per Customer
(19) Billing Activity Expense excluding Print & Mail - Per Adjusted Customers
(20) Total Billing Expense - Per Bill Issued
(21) Total Billing Expense - Per Bill Issued
(22) Billing Expense per Bills Issued — Electric (23) Billing Expense per Bills Issued — Gas (24) Company Billing Staffing Level - FTEs per 100,000 Adjusted Customers
(25) Company Billing Staffing Level - FTEs per 100,000 Customers
(26) Company Customer Service Staffing - Billing - Per Distribution Rate
(27) Single Commodity Bills - Percent of Bills Issued
(28) Bills per Adjusted Customer (29) Bills per Customer (30) Meter Read to Bill Cycle - Percent of Bills Mailed in Each Cycle
(31) Percent of Bills Mailed Within 48 Hours of Meter Read (32) Bill For Deregulated Products And Services - On Your Regular Monthly Utility Bills
(33) Bill For Deregulated Products And Services (Cont.) - On Your Regular Monthly Utility Bills
(34) Bills for Non-delivery Service - Per Bills Issued
(35) Billing Services Provided to Other External Organization (36) Envelopes per Adjusted Customer (37) Billing Cycles Per Year For Each Customer Class (38) Final Bills as a Percent of the Total Volume of Bills Issued Last Year (39) Percent of Delayed Bills (40) Days Between Turn-on of Service and Mailing of Initial Bill - At An Existing Premise
©2005 PA Consulting Group, All Rights Reserved
III
2005 Customer Service Final Report - Bill & Payment
Billing
(###) Report Viewer Record Number
Section Contents
Pg. 1083. (41) Percentage of Initial Bills Not Sent After Next Scheduled Read Date Pg. 1084. (42) Reasons Initial Bills are Not Sent After Next Scheduled Read Date Pg. 1084.1. (43) Bills Reissued After Being Corrected or Adjusted - Per Total Bills Issued
IV
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$6.14
$3.83 <= $5.13
$5.13 <= $5.40
$5.40 <= $6.37
$6.37 <= $13.67
Expense per Adj. Cust.
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
1
5
5
3
8
3
0
3
3
9
1
0
4
0
8
3
2
7
3
7
3
1
1
6
2
6
4
8
4
2
4
4
5
1
3
4
9
2
3
1
9
2
3
4
2
2
2
5
2
7
1
8
4
7
1
6
2
4
1
2
2
8
1
7
4
1
2
9
2
0
Utilities
Labor Expense
Materials
Printing Expense
Technology
Payroll Taxes
Postage
Facilities
3rd Party Contract
Contract Employee
Telephone Service Charge
Vehicles
Other
Breakdow n Unavailable
Source/Calculation: (B.26.1+B.26.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1049
Calculation shown is for the first piece of the stacked bar only.
2180
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$6.81
$4.54 <= $5.37
$5.37 <= $6.23
$6.23 <= $7.86
$7.86 <= $13.67
Expense per Customer
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
0
3
9
4
0
3
2
1
6
4
8
4
2
1
5
5
4
4
5
1
3
4
9
2
3
3
2
3
4
8
2
5
1
0
2
7
1
8
3
7
4
7
3
8
2
4
1
9
3
1
7
1
6
2
6
1
2
2
2
2
8
1
7
4
1
2
9
2
0
Utilities
Labor Expense
Materials
Printing Expense
Vehicles
Payroll Taxes
Telephone Service charges
Technology
3rd Party Contractor
Contract Labor
Postage
Facilities
Other
Breakdow n Unavailable
Source/Calculation: (B.26.1+B.26.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1050
Calculation shown is for the first piece of the stacked bar only.
200
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expenditure (Including Pensions & Benefits)
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$6.89
$3.83 <= $5.28
$5.28 <= $6.32
$6.32 <= $7.31
$7.31 <= $13.67
Expense per Adj. Cust.
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
1
5
5
3
3
9
3
0
3
8
4
0
8
3
1
1
4
2
1
0
4
5
4
7
2
3
2
4
9
3
7
2
3
3
4
2
2
2
6
2
5
6
1
3
2
7
4
8
1
8
4
7
1
9
2
4
1
2
1
6
2
8
4
1
1
7
2
9
2
0
Utilities
Labor Expense
Materials
Printing Expense
Technology
Breakdow n Unavailable
Payroll Taxes
Telephone Service Charges
Facilities
3rd Party Contract
Capital
Contract Employee
Postage
Vehicles
Other
Pensions & Benefits
Source/Calculation: (B.26.1+B.26.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1050.1
Calculation shown is for the first piece of the stacked bar only.
1000673
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expenditure (Including Pensions & Benefits)
Per Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$7.66
$4.65 <= $5.78
$5.78 <= $7.04
$7.04 <= $9.17
$9.17 <= $13.67
Expense per Cust.
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
9
3
0
4
0
1
4
2
1
5
5
3
4
5
4
2
3
2
4
9
2
3
8
3
4
2
5
6
1
3
2
7
4
8
1
0
1
8
4
7
3
8
3
7
3
1
2
4
7
1
2
1
6
2
6
2
2
1
9
2
8
4
1
1
7
2
9
2
0
Utilities
Labor Expense
Materials
Printing Expense
Technology
Breakdow n Unavailable
Payroll Taxes
Telephone Service Charges
Facilities
3rd Party Contract
Capital
Contract Employee
Postage
Vehicles
Other
Pensions & Benefits
Source/Calculation: (B.26.1+B.26.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1050.2
Calculation shown is for the first piece of the stacked bar only.
1000674
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense Per Adjusted Customers
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$6.27
$4.42 <= $5.16
$5.16 <= $5.45
$5.45 <= $6.40
$6.40 <= $13.67
Expense per Adj. Cust.
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
8
3
0
3
3
9
1
0
4
0
8
3
2
7
3
7
3
1
1
6
2
6
4
8
4
2
4
4
5
1
3
4
9
2
3
1
9
2
3
4
2
2
2
5
2
7
1
8
4
7
1
6
2
4
1
2
2
8
1
7
4
1
2
9
2
0
5
1
5
Utilities
Electric Percentage
Gas Percentage
Water Percentage
Other
Source/Calculation: SUM{B.26}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)*B.27.1
Year: 2004
Final Report
1051
Calculation shown is for the first piece of the stacked bar only.
1000132
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense Per Customers
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$6.90
$4.54 <= $5.40
$5.40 <= $6.30
$6.30 <= $7.92
$7.92 <= $13.67
Expense per Customer
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
0
3
9
4
0
3
2
1
6
4
8
4
2
4
4
5
1
3
4
9
2
3
3
2
3
4
8
2
5
1
0
2
7
1
8
3
7
4
7
3
8
2
4
1
9
3
1
7
1
6
2
6
1
2
2
2
2
8
1
7
4
1
2
9
2
0
5
1
5
Utilities
Electric Percentage
Gas Percentage
Water Percentage
Other
Source/Calculation: SUM{B.26}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})*B.27.1
Year: 2004
Final Report
1052
Calculation shown is for the first piece of the stacked bar only.
1000133
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense
Per Envelopes Mailed
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.60
$0.40 <= $0.46
$0.46 <= $0.53
$0.53 <= $0.67
$0.67 <= $1.12
Expense per Envelope Mailed
$1.20
$1.00
$0.80
$0.60
$
0
.
4
0
$
0
.
4
0
$
0
.
4
1
3
0
1
9
4
0
$
0
.
4
3
$
0
.
4
4
$
0
.
4
4
$
0
.
4
5
$
0
.
4
5
$
0
.
4
6
6
1
4
9
4
2
4
5
4
$
0
.
4
7
$
0
.
4
8
$
0
.
4
8
$
0
.
4
9
1
2
2
3
3
4
3
2
$
0
.
5
1
$
0
.
5
2
$
0
.
5
2
$
0
.
5
3
$
0
.
5
3
$
0
.
5
4
$
0
.
5
4
$
0
.
5
5
2
5
1
3
3
7
8
1
0
2
1
8
2
7
$
0
.
5
8
$
0
.
6
2
$
0
.
6
3
3
8
3
1
$
0
.
6
7
$
0
.
6
7
7
1
6
$
0
.
7
1
$
0
.
7
7
$
0
.
7
9
$
0
.
8
9
$
0
.
9
0
2
8
4
7
$
0
.
9
6
$
0
.
9
9
$
1
.
1
2
$0.40
$0.20
$0.00
2
4
2
6
2
2
1
7
4
8
4
1
2
9
3
9
2
0
1
5
5
3
Utilities
Source/Calculation: SUM{B.26}/AQ.8.1
Year: 2004
Final Report
1053
50303
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense (Excluding Postage)
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.25
$1.06 <= $1.90
$1.90 <= $2.31
$2.31 <= $3.95
$3.95 <= $13.67
Expense per Adj. Cust.
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
9
3
0
1
5
5
6
4
0
3
1
3
4
3
2
4
5
4
2
4
8
1
0
2
3
3
7
3
8
1
3
4
9
2
1
8
2
5
3
1
7
2
7
2
4
2
2
1
6
1
9
4
8
2
8
1
2
4
7
2
6
4
1
1
7
2
9
2
0
Utilities
Labor Expense
Materials
Vehicles
Other
Payroll Taxes
Printing Expense
Technology
Breakdow n Unavailable
Contract Employee
Facilities
3rd Party Contract
Telephone Service Charges
Source/Calculation: (B.26.1+B.26.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1054
Calculation shown is for the first piece of the stacked bar only.
1000298
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense (Excluding Postage)
Per Bill Issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.31
$0.09 <= $0.17
$0.17 <= $0.22
$0.22 <= $0.38
$0.38 <= $1.12
Expense per Adj. Cust.
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
3
9
3
0
6
4
0
1
3
4
3
2
4
2
8
3
4
2
3
4
5
5
1
5
1
3
4
9
3
7
1
8
2
5
2
2
7
1
0
3
8
2
4
1
9
3
1
1
6
7
2
8
1
2
2
2
1
7
2
6
4
1
4
7
4
8
2
9
2
0
Utilities
Labor Expense
Materials
Facilities
3rd Party Contract
Payroll Taxes
Telephone Service Charges
Vehicles
Other
Contract Employee
Printing Expense
Technology
Breakdow n Unavailable
Source/Calculation: (B.26.1+B.26.2)/SUM{AQ.2}
Year: 2004
Final Report
1054.1
Calculation shown is for the first piece of the stacked bar only.
1000645
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense (Excluding Postage)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.64
$1.06 <= $2.00
$2.00 <= $2.71
$2.71 <= $4.62
$4.62 <= $13.67
Expense per Customer
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
9
3
0
6
4
0
1
3
4
3
2
4
5
4
2
3
4
5
1
5
2
3
1
3
4
9
2
1
8
8
2
5
1
0
3
7
2
7
3
8
2
4
4
8
1
6
3
1
7
2
8
1
2
4
7
1
9
2
2
4
1
1
7
2
6
2
9
2
0
Utilities
Labor Expense
Materials
Technology
3rd Party Contractor
Payroll Taxes
Telephone Service Charges
Facilities
Other
Contract Labor
Printing Expense
Vehicles
Breakdow n Unavailable
Source/Calculation: (B.26.1+B.26.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1055
Calculation shown is for the first piece of the stacked bar only.
1000299
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense (Including Pensions & Benefits)
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$6.81
$3.83 <= $5.28
$5.28 <= $6.29
$6.29 <= $7.15
$7.15 <= $13.67
Expense per Adj. Cust.
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
1
5
5
3
3
9
3
8
3
0
4
0
8
3
1
1
4
2
3
2
1
0
4
5
4
4
9
7
2
3
7
2
3
3
4
4
7
2
2
2
6
2
5
6
1
3
4
8
2
7
1
8
1
9
1
6
2
4
1
2
2
8
4
1
1
7
2
9
2
0
Utilities
Labor Expense
Materials
Facilities
3rd Party Contract
Pensions & Benefits
Payroll Taxes
Postage
Vehicles
Other
Telephone Service Charges
Contract Employee
Printing Expense
Technology
Breakdow n Unavailable
Source/Calculation: (B.26.1+B.26.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1056
Calculation shown is for the first piece of the stacked bar only.
1000145
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense (Including Pensions & Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$7.57
$4.65 <= $5.70
$5.70 <= $6.88
$6.88 <= $9.17
$9.17 <= $13.67
Expense per Customer
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
9
3
0
4
0
1
4
2
1
5
5
3
2
3
4
5
4
4
9
2
2
3
8
3
4
4
7
2
5
6
1
3
4
8
2
7
1
0
1
8
3
8
3
7
3
1
2
4
7
1
2
1
6
2
6
2
2
1
9
2
8
4
1
1
7
2
9
2
0
Utilities
Labor Expense
Materials
Printing Expense
Vehicles
Breakdow n Unavailable
Payroll Taxes
Telephone Service Charges
Technology
3rd Party Contractor
Pensions & Benefits
Contract Labor
Postage
Facilities
Other
Source/Calculation: (B.26.1+B.26.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1057
Calculation shown is for the first piece of the stacked bar only.
1000146
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Billing
Billing Activity Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$6.14
$3.83 <= $4.87
$4.87 <= $5.40
$5.40 <= $6.40
$6.40 <= $13.67
Expense per Adj. Cust.
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
1
5
5
3
8
1
3
0
3
3
9
1
0
4
0
8
3
2
7
3
7
3
1
6
2
6
4
2
4
4
5
1
3
4
9
2
3
2
3
4
2
2
2
5
2
7
1
8
4
7
2
4
1
6
1
2
2
8
1
7
4
1
2
9
2
0
Utilities
Regular
Large C/I Billing
Billing Support
Print & Mail
Source/Calculation: SUM{B.21}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1058
Calculation shown is for the first piece of the stacked bar only.
1000107
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Billing
Billing Activity Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$6.79
$4.44 <= $5.39
$5.39 <= $6.23
$6.23 <= $7.91
$7.91 <= $13.67
Expense per Customer
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
1
3
0
3
9
4
0
3
2
6
4
2
1
5
5
4
4
5
1
3
4
9
2
3
3
2
3
4
8
2
5
1
0
2
7
1
8
3
7
4
7
3
8
2
4
3
1
1
2
7
1
6
2
6
2
2
2
8
1
7
4
1
2
9
2
0
Utilities
Regular
Large C/I Billing
Billing Support
Print & Mail
Source/Calculation: SUM{B.21}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1059
Calculation shown is for the first piece of the stacked bar only.
1000108
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Billing Activity Expense excluding Print & Mail
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.30
$0.65 <= $0.93
$0.93 <= $1.81
$1.81 <= $3.05
$3.05 <= $9.89
Expense per Adj. Cust.
$10.00
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
3
4
3
0
1
5
5
8
6
4
0
4
5
3
3
7
2
3
3
2
4
1
0
1
3
4
9
2
3
8
3
1
2
5
1
8
2
7
2
6
7
2
4
2
2
2
8
1
6
1
9
1
2
4
7
4
1
1
7
2
9
2
0
1
4
2
3
9
4
8
Utilities
Regular
Large C/I Billing
Billing Support
Source/Calculation: SUM{B.21}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1060
Calculation shown is for the first piece of the stacked bar only.
10001071
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense
Per Bill Issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.58
$0.38 <= $0.44
$0.44 <= $0.49
$0.49 <= $0.67
$0.67 <= $1.12
Expense per Bill Issued
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
3
0
3
9
8
4
0
6
3
2
1
5
1
2
3
1
3
4
2
5
4
1
9
3
7
4
9
3
4
4
5
3
2
7
2
5
1
8
1
0
2
3
8
2
4
3
1
7
2
6
1
6
1
2
2
2
1
7
2
8
4
7
4
8
4
1
2
9
2
0
Utilities
Direct Labor Expense
Materials
Printing Expense
Vehicles
Payroll Taxes
Telephone Service Charges
3rd Party Contractor
Technology
Contract Employee
Postage
Facilities
Other
Breakdow n Unavailable
Source/Calculation: (B.26.1+B.26.2)/SUM{AQ.2}
Year: 2004
Final Report
1061
Calculation shown is for the first piece of the stacked bar only.
1000611
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Total Billing Expense
Per Bill Issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.58
$0.38 <= $0.44
$0.44 <= $0.49
$0.49 <= $0.67
$0.67 <= $1.12
Expense per Bill Issued
$1.20
$1.00
$0.80
$0.60
$0.40
$
0
.
3
8
$
0
.
3
9
$
0
.
3
9
$
0
.
4
0
3
0
3
9
8
4
0
$
0
.
4
1
6
$
0
.
4
3
$
0
.
4
3
$
0
.
4
4
$
0
.
4
4
$
0
.
4
4
$
0
.
4
5
$
0
.
4
5
$
0
.
4
6
$
0
.
4
7
$
0
.
4
7
$
0
.
4
8
3
2
1
5
1
2
3
1
3
4
2
5
4
1
9
3
7
4
9
$
0
.
4
8
$
0
.
4
8
$
0
.
4
9
$
0
.
4
9
3
4
4
5
3
2
7
$
0
.
5
1
$
0
.
5
3
$
0
.
5
3
$
0
.
5
4
1
8
1
0
2
$
0
.
5
7
$
0
.
6
2
$
0
.
6
4
$
0
.
6
7
$
0
.
6
7
$
0
.
6
8
7
2
6
1
6
$
0
.
7
0
$
0
.
7
7
$
0
.
7
9
$
0
.
9
0
$
0
.
9
0
2
8
4
7
$
0
.
9
5
$
0
.
9
9
$
1
.
1
2
$0.20
$0.00
2
5
3
8
2
4
3
1
1
2
2
2
1
7
4
8
4
1
2
9
2
0
Utilities
Source/Calculation: SUM{B.26}/SUM{AQ.2}
Year: 2004
Final Report
1062
198
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Billing Expense per Bills Issued — Electric
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.54
$0.38 <= $0.43
$0.43 <= $0.46
$0.46 <= $0.62
$0.62 <= $0.99
Expense per Bill
$1.00
$
0
.
7
9
$0.90
$0.80
$0.70
$0.60
$0.50
$0.40
$
0
.
3
8
$
0
.
4
0
$
0
.
4
1
$
0
.
4
2
$
0
.
4
3
$
0
.
4
3
$
0
.
4
3
$
0
.
4
4
$
0
.
4
4
$
0
.
4
4
4
0
6
3
7
3
2
7
3
1
1
2
3
1
3
$
0
.
4
6
$
0
.
4
6
$
0
.
4
6
$
0
.
4
6
4
3
8
1
0
2
6
$
0
.
4
8
$
0
.
4
9
3
4
2
7
$
0
.
6
2
$
0
.
6
2
$
0
.
6
3
2
4
3
1
6
$
0
.
9
0
$
0
.
9
0
$
0
.
9
9
2
8
4
7
4
1
$
0
.
5
1
$0.30
$0.20
$0.10
$0.00
3
0
2
5
1
7
4
9
4
8
4
5
4
2
3
9
2
9
2
2
2
0
1
9
1
8
1
5
1
2
8
5
2
Source/Calculation: (B.27.1*SUM{B.26})/(AQ.2.1+AQ.2.4)
Year: 2004
Final Report
1063
Only Participants with All the Data are Shown
2089
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Billing Expense per Bills Issued — Gas
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.47
$0.19 <= $0.39
$0.39 <= $0.43
$0.43 <= $0.50
$0.50 <= $1.12
Expense per Bill
$1.20
$
1
.
1
2
$1.00
$
0
.
7
0
$0.80
$0.60
$0.40
$0.20
$
0
.
1
9
$
0
.
2
3
$
0
.
2
7
$
0
.
3
9
$
0
.
4
0
$
0
.
4
1
$
0
.
4
2
$
0
.
4
3
3
9
3
7
2
6
3
1
7
$
0
.
4
5
$
0
.
4
8
$
0
.
4
8
4
9
4
5
$
0
.
5
3
$
0
.
5
4
$0.00
3
8
3
1
0
4
2
1
8
1
6
1
2
2
9
2
3
2
4
5
6
8
1
3
1
5
1
7
1
9
1
2
2
4
8
2
4
2
5
2
7
2
8
3
0
3
2
3
4
4
0
4
1
4
7
2
0
Utilities
Source/Calculation: (B.27.2*SUM{B.26})/(AQ.2.2+AQ.2.4)
Year: 2004
Final Report
1064
199
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Company Billing Staffing Level
FTEs per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3.4
1.1 <= 1.9
1.9 <= 3.0
3.0 <= 3.8
3.8 <= 9.2
FTEs per 100K Adj. Cust.
10.0
9
.
2
9.0
8.0
7
.
0
7
.
2
7.0
5
.
4
6.0
5.0
4.0
3.0
2.0
1
.
1
1
.
3
1
.
4
1
.
4
2
3
3
0
1
1
.
5
1
.
8
1
.
9
1
.
9
1
.
9
6
4
5
4
1
3
2
2
.
2
2
.
4
2
.
5
2
.
5
1
0
3
8
4
0
3
.
0
3
.
0
3
.
1
3
7
1
8
4
9
3
.
4
3
.
4
2
7
3
4
3
.
5
3
.
6
3
.
7
3
.
8
3
.
9
7
1
6
1
3
2
6
4
.
2
5
.
5
4
.
6
1.0
0.0
8
1
2
4
3
1
2
5
2
2
2
4
2
1
7
4
7
4
8
4
2
3
9
2
9
2
8
2
0
1
9
1
5
5
3
Source/Calculation: (SUM{G.5})/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2004
Final Report
1066
9158
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Company Billing Staffing Level
FTEs per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3.79
1.34 <= 1.89
1.89 <= 3.37
3.37 <= 5.33
5.33 <= 9.19
FTEs per 100K Customers
10.00
9
.
1
9
9.00
8.00
7
.
0
0
7.00
5
.
2
3
6.00
5.00
4.00
3.00
2.00
1
.
3
4
1
.
3
5
1
.
4
3
1
.
4
5
1
.
5
5
2
3
3
0
1
8
1
2
1
.
8
4
1
.
8
6
1
.
8
9
1
.
9
1
6
4
5
4
1
3
2
2
.
2
0
2
.
5
4
2
.
9
8
3
.
0
6
1
8
4
9
3
.
1
8
3
.
3
6
3
.
3
7
2
7
3
4
3
.
7
6
3
.
7
9
1
3
3
7
4
.
0
6
4
.
0
6
1
6
3
8
5
.
3
7
5
.
5
4
5
.
6
1
2
7
7
.
1
7
7
.
2
6
4
7
2
2
6
.
0
1
4
.
2
1
1.00
0.00
4
4
0
1
0
2
5
3
1
2
4
2
6
1
7
4
8
4
2
3
9
2
9
2
8
2
0
1
9
1
5
5
3
Source/Calculation: (SUM{G.5})/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2004
Final Report
1067
1953
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Company Customer Service Staffing - Billing
Per Distribution Rate
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.537
0.069 <= 0.490
0.490 <= 1.003
1.003 <= 1.896
1.896 <= 5.638
FTEs per Distribution Rate
6.000
5.000
3
.
5
9
6
4.000
3.000
2.000
1.000
0
.
0
6
9
0
.
1
2
5
1
2
4
8
0
.
2
4
4
0
.
3
3
3
0
.
3
6
5
1
6
2
0
.
4
2
1
0
.
4
6
7
0
.
4
9
7
0
.
5
3
6
0
.
5
6
8
3
8
4
5
3
0
3
2
1
0
.
6
6
1
0
.
7
3
4
0
.
9
8
6
1
.
0
0
0
1
.
0
0
6
1
8
3
4
1
7
1
.
1
5
0
1
.
2
2
7
1
.
2
3
8
1
.
2
4
2
2
6
2
4
4
9
1
.
5
0
0
1
.
7
5
0
2
.
3
3
3
3
.
8
7
4
4
.
2
5
0
4
.
8
1
0
5
.
6
3
8
2
.
4
2
4
0.000
2
5
4
2
7
8
6
3
1
2
3
1
3
2
2
7
4
1
3
7
4
7
4
2
4
0
3
9
2
9
2
8
2
0
1
9
1
5
1
0
5
3
Source/Calculation: SUM{G.5}/(SUM{AY.2}+SUM{AY.7}+SUM{AY.8})
Year: 2004
Final Report
1068
1000334
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Single Commodity Bills
Percent of Bills Issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
88.3%
40.5% <= 84.7%
84.7% <= 100.0%
100.0% <= 100.0%
100.0% <= 100.0%
Percent of Bills
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
4
0
.
5
%
4
3
.
3
%
4
5
.
7
%
4
9
.
4
%
5
6
.
4
%
6
1
.
2
%
6
8
.
0
%
7
5
.
8
%
8
4
.
7
%
9
0
.
4
%
9
9
.
4
%
9
9
.
9
%
1
6
1
3
2
4
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
6
4
1
7
1
8
2
3
1
2
1
2
7
4
9
2
8
2
9
3
0
3
2
3
4
3
9
4
0
4
1
4
2
4
5
4
7
2
5
40.0%
30.0%
20.0%
10.0%
0.0%
3
8
7
2
6
3
1
1
5
5
1
0
3
3
7
4
8
2
2
2
0
1
9
8
2
Source/Calculation: (AQ.2.1+AQ.2.2+AQ.2.3)/SUM{AQ.2}
Year: 2004
Final Report
1070
50344
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Bills per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
10.6
1.6 <= 9.0
9.0 <= 11.9
11.9 <= 12.2
12.2 <= 13.5
Ratio
14.0
12.0
10.0
7
.
4
8.0
7
.
7
7
.
8
7
.
8
8
.
0
7
3
8
2
6
2
2
8
.
2
8
.
8
8
.
9
1
5
5
9
.
1
1
0
.
9
1
0
.
9
2
1
6
1
1
.
0
1
1
.
2
1
1
.
5
1
1
.
8
1
1
.
8
1
1
.
9
1
1
.
9
1
2
.
0
1
2
.
0
1
2
.
0
1
2
.
0
1
2
.
0
2
8
4
2
4
1
2
3
0
4
0
3
9
4
2
3
2
1
2
.
1
1
2
.
2
1
2
.
2
1
2
.
2
1
2
9
1
8
3
4
1
2
.
4
1
2
.
4
1
2
.
5
1
2
.
6
1
2
.
7
1
2
.
9
1
3
.
2
1
3
.
5
1
3
2
5
8
1
9
2
3
6
2
7
1
7
9
.
6
5
.
6
6.0
4.0
2.0
1
.
6
0.0
4
1
4
8
4
7
3
1
1
0
3
3
7
4
5
4
9
2
0
Source/Calculation: SUM{AQ.2}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1071
1000610
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Bills per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
11.8
1.6 <= 11.9
11.9 <= 12.0
12.0 <= 12.4
12.4 <= 16.8
Ratio
18.0
1
5
.
9
16.0
14.0
1
0
.
9
12.0
1
1
.
2
1
1
.
5
1
1
.
5
4
9
3
1
1
.
8
1
1
.
8
1
1
.
9
1
1
.
9
1
2
.
0
1
2
.
0
1
2
.
0
1
2
.
0
1
2
.
0
1
2
.
0
1
2
.
0
1
2
.
0
1
2
.
1
1
2
.
1
1
2
.
2
2
8
4
2
4
1
2
1
0
3
0
4
0
3
9
4
2
1
6
5
3
2
1
7
2
9
1
2
.
2
1
2
.
2
1
2
.
2
1
2
.
3
1
2
.
3
1
2
.
4
1
2
.
4
1
2
.
5
1
2
.
6
1
2
.
7
1
8
3
4
2
6
3
1
1
5
1
3
2
5
2
2
3
8
2
3
1
2
.
9
1
3
.
2
1
3
.
5
1
6
.
8
1
4
.
0
10.0
7
.
4
8.0
5
.
6
6.0
4.0
2.0
1
.
6
0.0
4
1
4
8
4
7
2
4
5
6
2
7
1
7
3
7
8
1
9
2
0
Source/Calculation: SUM{AQ.2}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1072
50328
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Meter Read to Bill Cycle
Percent of Bills Mailed in Each Cycle
Percent
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
3
0
3
7
3
4
1
9
1
5
3
2
2
3
4
6
8
4
9
1
6
2
6
1
0
1
3
3
8
2
5
2
9
2
7
2
2
1
8
3
1
4
7
4
8
4
2
4
1
1
4
5
7
2
4
1
7
1
2
3
4
0
3
9
2
2
8
2
0
5
Utilities
Same Day (<24 hours)
One Days (24 <48 hours)
Tw o Days (48 < 72))
Three Days (72 < 96)
Four Days (96 <120)
Five or more
Source/Calculation: AQ.3.1
Year: 2004
Final Report
1073
Calculation shown is for the first piece of the stacked bar only.
207
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Percent of Bills Mailed Within 48 Hours of Meter Read
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
94%
100% => 100%
100% => 100%
100% => 98%
98% => 1%
Percent
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2
9
1
9
8
1
6
3
0
4
2
3
7
3
4
4
2
3
2
2
1
5
6
3
2
3
2
5
4
9
1
3
2
6
3
8
1
0
1
8
2
7
4
1
1
1
2
2
4
1
7
7
4
7
4
5
3
1
4
8
2
8
2
0
5
3
9
2
4
0
Utilities
Same Day
One
Source/Calculation: AQ.3.1
Year: 2004
Final Report
1074
Calculation shown is for the first piece of the stacked bar only.
1000326
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Bill For Deregulated Products And Services
On Your Regular Monthly Utility Bills
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Surge Protectors:
Percent
40.9%
2. Lighting:
22.7%
3. Insurance Products:
27.3%
4. Billing for Suppliers:
50.0%
99. Other:
36.4%
Source/Calculation: AQ.4.1
Year: 2004
Final Report
1075
50137
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Bill For Deregulated Products And Services (Cont.)
On Your Regular Monthly Utility Bills
Q: If you bill for deregulated products and services on your regular monthly utility bills, please describe?
ADT Electric On Call
Bill for another company in the Retail Sales and Service Industry
Load Data Service
Misc. Marketing Programs
Miscellaneous marketing programs
Miscellaneous Services, ex. enhanced metering
REPAIR OF ELECTRIC AND GAS APPLIANCES. INSTALLATION OF CENTRAL AIR-CONDITIONING, AUTOMATIC HOT WATER HEATERS AND HOUSE HEATERS;
SERVICE CONTRACTS.
Repair Plan, Security Monitoring, T&M Service
Source/Calculation: AQ.4.99
Year: 2004
Final Report
1075.1
9040
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Bills for Non-delivery Service
Per Bills Issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.35%
0.00% <= 0.02%
0.02% <= 0.06%
0.06% <= 0.09%
0.09% <= 2.15%
Percent of Bills
2.50%
2
.
1
5
%
2.00%
1.50%
1.00%
0.50%
0
.
0
0
%
0
.
0
1
%
2
2
2
8
0
.
0
3
%
0
.
0
6
%
0
.
0
8
%
0
.
1
0
%
1
6
1
7
1
2
0.00%
1
3
4
5
2
6
2
3
4
5
7
8
1
0
1
5
1
8
1
9
2
0
2
3
1
2
5
4
9
2
7
2
9
3
0
3
2
3
4
3
7
3
8
3
9
4
0
4
1
4
2
4
7
4
8
2
4
Total:
Source/Calculation: SUM{AQ.5}/(SUM{AQ.2}+SUM{AQ.5})
Year: 2004
Final Report
1076
1000634
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Billing Services Provided to Other External Organization
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
9.1%
2. No:
90.9%
Source/Calculation: AQ.6.1
Year: 2004
Final Report
1077
216
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Envelopes per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
10.6
1.6 <= 9.1
9.1 <= 11.7
11.7 <= 12.1
12.1 <= 17.7
Envelopes per Adj. Customer
18.0
1
7
.
7
16.0
14.0
12.0
10.0
7
.
1
8.0
7
.
4
7
.
4
4
7
2
6
7
.
6
8
.
0
8
.
3
9
.
1
9
.
2
1
0
8
9
.
9
1
0
.
4
1
0
.
6
3
2
1
3
1
0
.
9
1
0
.
9
2
1
6
1
1
.
3
1
1
.
7
1
1
.
8
1
1
.
8
1
1
.
8
1
1
.
8
1
1
.
9
1
1
.
9
1
1
.
9
1
2
.
1
1
2
.
2
1
2
.
2
1
2
.
2
1
2
.
3
2
7
2
3
4
2
4
0
4
1
8
2
8
4
5
1
2
9
2
5
3
4
6
1
2
.
6
1
2
.
6
4
9
2
4
1
3
.
5
1
4
.
5
5
.
5
6.0
4.0
2.0
1
.
6
0.0
4
1
4
8
3
8
7
2
2
3
1
3
7
3
0
1
7
1
9
1
2
3
9
2
0
1
5
5
3
Source/Calculation: AQ.8.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1078
50327
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Billing Cycles Per Year For Each Customer Class
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
Average
1. Electric: Residential:
1 1
2 2
-
1
2
-
1 1 1 1
2 2 2 2
-
1
2
-
1 1
2 2
-
6
-
1 1 1
2 2 2
-
1 1
2 2
-
-
1 1 1 1 1 1
2 2 2 2 2 2
-
1 1
2 2
-
-
6 6
-
11
2. Electric: Commercial/Small
Industrial:
1 1
2 2
-
1
2
-
1 1 1 1
2 2 2 2
-
1
2
-
1 1
2 2
-
1
2
-
1 1 1
2 2 2
-
1 1
2 2
-
-
1 1 1 1 1 1
2 2 2 2 2 2
-
1 1
2 2
-
-
1
6
2
-
12
3. Electric: Large
Commercial/Industrial:
1 1
2 2
-
1
2
-
1 1 1 1
2 2 2 2
-
1
2
-
1 1
2 2
-
1
2
-
1 1 1
2 2 2
-
1 1
2 2
-
-
1 1 1 1 1 1
2 2 2 2 2 2
-
1 1
2 2
-
-
1 1
2 2
-
12
-
-
-
-
-
-
1 1 1 1
2 2 2 2
-
-
1
2
-
1
2
-
-
1
2
-
-
-
1
2
-
-
1
2
-
1
2
-
-
1 1 1
2 2 2
-
-
-
-
-
-
1
2
12
5. Gas: Commercial/Small
Industrial:
-
-
-
-
-
-
1 1 1 1
2 2 2 2
-
-
1
2
-
1
2
-
-
1
2
-
-
-
1
2
-
-
1
2
-
1
2
-
-
1 1 1
2 2 2
-
-
-
-
-
-
1
2
12
6. Gas: Large
Commercial/Industrial:
-
-
-
-
-
-
1 1 1 1
2 2 2 2
-
-
1
2
-
1
2
-
-
1
2
-
-
-
1
2
-
-
1
2
-
1
2
-
-
1 1 1
2 2 2
-
-
-
-
-
-
1
2
12
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
6
-
-
-
-
-
4
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
6
-
5
8. Water: Commercial/Small
Industrial:
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1
2
-
-
-
-
-
4
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
6
-
7
9. Water: Large
Commercial/Industrial:
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1
2
-
-
-
-
-
4
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1
2
-
9
4. Gas: Residential:
7. Water: Residential:
Source/Calculation: AQ.10.1
Year: 2004
Final Report
1079
100804
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Final Bills as a Percent of the Total Volume of Bills Issued Last
Year
Mean
2.8%
Percent of Total Bills
14.0%
1
3
.
7
%
12.0%
1
0
.
0
%
10.0%
8.0%
6.0%
3
.
7
%
4.0%
3
.
5
%
3
.
5
%
3
.
0
%
3
.
0
%
3
.
0
%
2
.
8
%
2
.
8
%
2
.
8
%
2
.
6
%
2
.
5
%
2
.
4
%
2
.
4
%
2
.
3
%
2
.
1
%
2
.
0
%
2
.
0
%
2
.
0
%
2.0%
1
.
8
%
1
.
7
%
1
.
7
%
1
.
6
%
1
.
6
%
1
.
4
%
1
.
3
%
1
.
1
%
1
.
0
%
2
3
0
1
6
0
.
5
%
0
.
1
%
0.0%
1
9
3
1
2
2
4
8
2
7
4
6
3
4
3
8
4
0
1
3
2
8
1
7
3
2
4
7
1
0
2
4
1
2
2
3
4
5
2
6
1
4
9
2
5
1
8
7
4
1
8
4
2
3
9
3
7
2
9
2
0
1
5
5
3
Source/Calculation: AQ.11.1
Final Report
1080
Year: 2004
100805
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Billing
Percent of Delayed Bills
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.25%
0.00% <= 0.02%
0.02% <= 0.06%
0.06% <= 0.13%
0.13% <= 1.06%
Percent of Bills
1.20%
1.00%
0.80%
0.60%
0.40%
0.20%
0.00%
8
1
8
3
0
4
5
1
6
3
4
2
6
3
2
1
9
4
8
3
7
2
3
3
8
6
4
1
Greater than 30 Days
1
3
2
5
4
9
2
4
1
7
1
2
2
2
Greater than 60 Days
2
9
4
2
7
4
0
1
5
3
3
1
7
2
0
3
9
4
2
4
7
1
5
1
0
2
Greater than 90 Days
Source/Calculation: AQ.12.1
Year: 2004
Final Report
1081
Calculation shown is for the first piece of the stacked bar only.
1000434
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Days Between Turn-on of Service and Mailing of Initial Bill
At An Existing Premise
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
17.6
7.0 <= 10.0
10.0 <= 15.0
15.0 <= 22.3
22.3 <= 40.0
Working Days
40.0
4
0
.
0
35.0
30.0
2
4
.
7
25.0
2
0
.
0
2
0
.
0
1
9
3
7
2
7
.
0
2
9
.
6
3
0
.
0
3
0
.
0
3
9
1
7
20.0
15.0
10.0
1
0
.
0
1
0
.
0
1
0
.
0
1
0
.
0
1
0
.
0
1
0
.
0
2
6
4
1
2
2
5
4
9
2
7
1
3
.
0
1
4
.
0
1
5
.
0
1
5
.
0
1
5
.
0
1
5
.
0
1
5
.
0
1
5
.
0
1
8
6
7
1
6
3
8
3
4
7
.
0
5.0
0.0
1
3
1
3
0
2
4
3
2
4
5
4
1
2
3
3
5
8
1
0
1
5
2
2
2
4
8
2
8
2
9
3
1
4
0
4
2
4
7
2
0
Source/Calculation: AQ.13.1
Year: 2004
Final Report
1082
100806
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Percentage of Initial Bills Not Sent After Next Scheduled Read
Date
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3%
0% <= 0%
0% <= 0%
0% <= 2%
2% <= 25%
Percent of Initial Bills
25%
2
5
%
20%
15%
10%
5%
0
%
0
%
0
%
0
%
0
%
0
%
0
%
4
9
6
4
1
1
6
3
8
2
2
1
3
3
%
3
%
2
4
1
8
1
%
0%
2
6
3
2
2
5
2
3
4
5
7
8
1
0
1
2
1
5
1
7
1
9
1
2
3
4
8
2
7
2
8
2
9
3
0
3
1
3
4
3
7
3
9
4
0
4
2
4
5
4
7
2
0
Source/Calculation: AQ.14.1
Final Report
1083
Year: 2004
1000531
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Reasons Initial Bills are Not Sent After Next Scheduled Read
Date
Q: Why would initial bills not be sent after the next scheduled read date?
A manual service order might be lost, or the turn-on meter set order might not be marked as "completed" in a timely manner.
Account set up, meter reads, metering w ork performed on paper issues.
Adjustments
Appeared in the Exception Queue for investigation or estimated
because usage less than 15 days or 500 kw hrs
Bills < 11 days are not issued.
High estimated final, improper set up
High estimated final; improper setup
IF ACTIVE ORDER HAS NOT BEEN PROCESSED DUE TO SOME ERROR.
If billing period/cycle is less than 5 days.
If the customer turns on w ithin the billing cutoff period a bill is not created for <3 days, and therefore, it w on't bill until the follow ing month. The Kansas Corporation
Commission allow s us to issue a long bill on the initial bill.
If the first bill period is less than 10 days account w ill w ait until next normal billing cycle to bill.
Initial bills may not be sent after the first scheduled read only if the account's usage cannot be estimated; otherw ise our procedures are to estimate the issue the b
Lack of reading, No active party of Insufficient # days to bill the customer
Meter discrepancies; incorrect reads etc
Meter set/meter exchanges not processed.
Need minimum of 16 days usage, no meter reading-can't estimate.
No idea
NOT ENOUGH DAYS TO BILL
Registered Meter Usage Unconfirmed
Should Be sent after read and bill processing
Timing issues related to new meter sets.
Unable to gain access to the meter
Source/Calculation: AQ.15.1
Year: 2004
Final Report
1084
1000532
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing
Bills Reissued After Being Corrected or Adjusted
Per Total Bills Issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.2%
0.0% <= 0.0%
0.0% <= 0.0%
0.0% <= 0.3%
0.3% <= 3.1%
3.5%
3
.
1
%
3.0%
2.5%
2.0%
1.5%
1.0%
0.5%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
2
8
7
8
1
2
1
7
1
8
1
9
2
2
1
2
7
2
3
2
9
4
0
4
8
4
5
4
9
4
1
3
1
3
9
3
7
3
4
3
2
4
2
0
.
1
%
0
.
1
%
0
.
2
%
1
6
1
3
1
5
0
.
2
%
0
.
3
%
5
3
0
0
.
3
%
0
.
3
%
6
4
0
.
4
%
0
.
5
%
0
.
5
%
0
.
6
%
0
.
7
%
0
.
8
%
0.0%
3
8
3
2
4
2
4
7
1
0
2
5
2
6
2
0
Source/Calculation: SUM{AQ.16}/SUM{AQ.2}
Year: 2004
Final Report
1084.1
1000703
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Billing: Regular
(###) Report Viewer Record Number
Pg. 1085.
Pg. 1086.
Pg. 1087.
Pg. 1088.
Pg. 1089.
Pg. 1090.
Pg. 1091.
Pg. 1091.1.
Pg. 1092.
Pg. 1093.
Pg. 1094.
Pg. 1095.
Pg. 1096.
Pg. 1096.1.
Pg. 1097.
Pg. 1098.
Pg. 1099.
Pg. 1100.
Pg. 1100.1.
Pg. 1101.
Pg. 1101.1.
Pg. 1102.
Pg. 1102.1.
Pg. 1103.
Pg. 1103.1.
Pg. 1104.
Pg. 1105.
Pg. 1105.1.
Pg. 1106.
Pg. 1107.
Pg. 1108.
Pg. 1109.
Pg. 1110.
Pg. 1111.
Pg. 1112.
Pg. 1113.
Section Contents
(46) Regular Billing Expense - Per Adjusted Customers
(47) Regular Billing Expense - Per Customer
(48) Regular Billing Expense Allocation - Per Adjusted Customer
(49) Re-reads Performed Per Year Initiated by System - Per Manual Reads
(50) Percentage of Re-Reads/Check Reads That Result In Adjustments (51) Productivity Standards Currently In Place for Billing Clerks (52) Inaccurate Bill Definition - How Participating Companies Define Inaccurate Bills
(53) Inaccurate Bill Definition - How Participating Companies Define Inaccurate Bills
(54) Bills Adjusted Before Mailing - Percent of Total Bills
(55) Bills Adjusted (Before and/or After Issued to Customers) - As a Percent of Total Bills Issued
(56) Bills Adjusted Before Mailing - Percent of Total Commodity Bills
(57) Actions Taken On Billing "Exceptions" - When They Show Up In the Queue
(58) Situations Where Estimated Bills Are Mailed (59) Situations Where Estimated Bills Are Mailed (Cont.) (60) Percent of Bills Scheduled To Be Sent That Were Unbilled (61) Percent of Bills Scheduled To Be Sent That Were Printed, but Not Mailed (62) Normal Billing "Window" - In Terms of Days from Scheduled and Actual Read Date
(63) Causes For a Bill To Be Sorted/Diverted for Review (64) Causes For a Bill To Be Sorted/Diverted for Review (Cont.) (65) Exception Message Types Billing System Is Programmed to Generate - For Review/Processing
(66) Exception Message Types Billing System Is Programmed to Generate (Cont.) - For Review/Processing
(67) Percent of Exception Messages Handled Through An Automated Process - Do Not Require Manual Intervention
(68) Volume of Exception Messages Handled Through An Automated Process (Cont.) - Do Not Require Manual Intervention
(69) Work Volume Received for Processing By Billing Clerks (70) Total Work Volume Received for Processing By the Billing Clerks (Cont.) (71) Percent of Reads Changed By the Billing Clerk - Of the Total Exception Messages Received
(72) Method Used by Billing System to Initiate and Process Exception Work (73) Method Used by Billing System to Initiate and Process Exception Work (Cont.) (74) Bills Adjusted Before Being Sent to Customer (75) Bill Adjusted After Mailing to Customer - Meter Reading Error - Per Non-AMR Meter on System
(76) Bill Adjusted After Mailing to Customer - Meter Reading Error - Percentage of Bills Mailed To Customers
(77) Bill Adjusted After Mailing to Customer - Bill Inaccuracy - Percentage of Bills Mailed To Customers
(78) Bill Adjusted After Mailing to Customer - Active Account Estimation Error - Per Non-AMR Meter on System
(79) Bill Adjusted After Mailing to Customer - Active Account Estimation Error - Percentage of Bills Mailed To Customers
(80) Bill Adjusted After Mailing to Customer - Final Bill Estimation Error - Per Non-AMR Meter on System
(81) Bill Adjusted After Mailing to Customer - Final Bill Estimation Error - Percentage of Bills Mailed To Customers
©2005 PA Consulting Group, All Rights Reserved
V
2005 Customer Service Final Report - Bill & Payment
Billing: Regular
(###) Report Viewer Record Number
Pg. 1114.
Pg. 1115.
Pg. 1116.
Pg. 1117.
Pg. 1118.
Pg. 1119.
Pg. 1120.
Pg. 1121.
Pg. 1122.
Pg. 1124.
Pg. 1125.
(82)
(83)
(84)
(85)
(86)
(87)
(88)
(89)
(90)
(91)
(92)
Section Contents
Bill Adjusted After Mailing to Customer - Rate or Tariff Error - Per Non-AMR Meters on System
Bill Adjusted After Mailing to Customer - Rate or Tariff Error - Percentage of Bills Mailed To Customers
Bill Adjusted After Mailing to Customer - Per Meter on System
Bill Inaccuracy - Percentage of Bills Adjusted After Mailing To Customer
Bill Adjusted After Mailing to Customer - Percentage of Commodity Bills Mailed To Customers
Account Maintenance Tasks Performed by Billing Group Percent of Employees Assigned to Tasks Average Time to Adjust Bills - Number of Working Days to Complete Bill Adjustments
Average Time to Adjust Bills (Cont.) - Number of Working Days to Complete Bill Adjustments
Percent of Adjustments Rebilled - e.g. Not Just Included on Next Bill
Rebilling Policy -
VI
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Regular Billing Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.17
$0.10 <= $0.60
$0.60 <= $0.91
$0.91 <= $1.53
$1.53 <= $4.05
Expense per Adj. Cust.
$4.50
$
4
.
0
5
$4.00
$3.50
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$
0
.
1
0
$
0
.
1
7
$
0
.
2
2
$
0
.
3
1
$
0
.
3
5
3
0
3
2
$
0
.
5
4
$
0
.
5
6
$
0
.
5
7
$
0
.
6
1
$
0
.
6
3
$
0
.
6
5
$
0
.
6
8
6
1
0
4
2
7
1
5
3
4
5
$
0
.
7
5
$
0
.
7
8
8
4
0
$
0
.
8
3
$
0
.
8
7
3
7
3
$
0
.
9
5
$
1
.
0
4
$
1
.
0
7
4
9
3
8
$
1
.
2
0
$
1
.
2
1
2
4
1
3
$
1
.
2
8
$
1
.
3
3
2
3
1
6
$
1
.
4
8
$
1
.
6
9
$
1
.
6
9
2
6
2
5
$
1
.
8
4
$
2
.
0
1
$
2
.
2
6
$
2
.
7
7
$
3
.
0
2
$0.00
2
9
4
5
2
1
8
3
1
4
1
7
2
2
1
7
1
2
4
7
4
8
4
2
3
9
2
8
2
0
1
9
1
Utilities
Source/Calculation: SUM{B.21}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1085
1000109
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Regular Billing Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.37
$0.10 <= $0.64
$0.64 <= $1.04
$1.04 <= $1.76
$1.76 <= $4.05
Expense per Customer
$4.50
$4.00
$3.50
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$
0
.
1
0
$
0
.
1
7
$
0
.
2
2
$
0
.
3
1
$
0
.
3
5
3
0
3
2
$
0
.
5
4
$
0
.
5
7
$
0
.
6
1
$
0
.
6
5
6
4
2
7
3
4
$
0
.
7
4
$
0
.
7
8
1
0
4
0
$
0
.
8
8
$
0
.
9
1
$
0
.
9
5
$
0
.
9
6
1
5
5
1
8
8
$
1
.
0
4
$
1
.
0
5
$
1
.
0
6
4
9
3
3
7
$
1
.
2
0
$
1
.
2
1
2
4
1
3
$
1
.
2
8
$
1
.
4
7
$
1
.
6
9
$
1
.
7
3
2
5
3
8
$
1
.
8
4
$
2
.
2
2
$
2
.
6
4
$
2
.
7
7
$
3
.
0
2
$
3
.
1
6
$
3
.
5
4
$
4
.
0
5
$0.00
2
9
4
5
2
2
3
1
6
4
1
3
1
2
6
1
7
1
2
7
2
2
4
7
4
8
4
2
3
9
2
8
2
0
1
9
1
Utilities
Source/Calculation: SUM{B.21}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1086
1000110
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Billing: Regular
Regular Billing Expense Allocation
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
90%
3% <= 54%
54% <= 78%
78% <= 121%
121% <= 277%
Costs Allocated to Pre and Post Bill Adjustments
300%
250%
200%
150%
100%
50%
0%
3
0
4
5
2
3
2
6
4
2
7
8
4
0
1
8
4
9
3
8
1
3
2
3
1
6
2
6
Pre-Mailing Bill Audits
1
7
3
9
2
5
1
9
1
5
3
2
2
4
8
7
2
4
3
1
2
9
2
8
4
2
4
7
1
2
1
5
1
0
3
7
2
0
3
4
Post-Mailing Bill Adjustments
Source/Calculation: B.22.1*SUM{B.21}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1087
Calculation shown is for the first piece of the stacked bar only.
1000356
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Re-reads Performed Per Year Initiated by System
Per Manual Reads
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.4%
0.0% <= 0.1%
0.1% <= 0.2%
0.2% <= 0.7%
0.7% <= 1.4%
Percent
1.4%
1
.
2
7
%
1
.
3
8
%
3
4
1
3
1.2%
1.0%
0
.
6
8
%
0.8%
0.6%
0.4%
0.2%
0
.
0
1
%
0
.
0
3
%
0
.
1
1
%
0
.
1
2
%
4
9
6
0
.
1
5
%
0
.
2
2
%
0.0%
1
7
3
0
4
2
4
4
7
2
5
2
3
5
7
8
1
0
1
2
1
5
1
6
1
8
1
9
2
0
1
2
3
4
8
2
6
2
7
2
8
2
9
3
1
3
2
3
7
3
8
3
9
4
0
4
1
4
2
4
5
2
2
Source/Calculation: AR.2.1/SUM{AB.5}
Year: 2004
Final Report
1088
6020
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Percentage of Re-Reads/Check Reads That Result In
Adjustments
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.4%
0.0% <= 0.1%
0.1% <= 0.2%
0.2% <= 0.7%
0.7% <= 1.4%
Question
1 2 3 4 5 6 7 8
1. Automatically Initiated By Billing
0. 5.
System:
0 0 % %
2. Initiated By Billing Analysts:
-
-
-
-
7
0.
0
%
7
1.
0
%
-
-
4
3.
0.
0 0
%
%
-
-
1
0
0.
0
0.
1 %
-
-
-
3. Customer Initiated:
-
-
-
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
-
-
-
1
6
0.
0
2.
- 0 0.
6
%
0
%
8
8
0.
1.
5.
- 0
5
0
%
%
%
4
0.
0.
8.
- 0
2 0
%
%
%
-
0.
0.
0.
- 0 - 0 - 0 %
%
%
8.
0 %
-
6
0.
0
%
-
-
-
-
-
3
5.
0
%
3
4.
5.
- 0
0
%
%
8
0.
0
%
1
0
0.
0
5.
0 %
-
-
-
9
0.
0
%
1
0.
0
%
5
0.
0.
0.
- 0 0
0
%
%
%
1 4 9
1. 0. 5.
- 0 0 0
% % %
1
4
0. 5.
0.
8.
- 5 0
0
0
% %
%
%
-
-
Average
-
-
-
-
-
25.6%
4
0.
0
%
-
-
-
-
51.6%
-
-
-
-
-
14.2%
-
-
Source/Calculation: AR.3.1
Final Report
1089
Only Participants
with All the Data are Shown
2004
Year:
6033
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Productivity Standards Currently In Place for Billing Clerks
Q: Please describe the productivity standards that you currently have in place for billing clerks.
95% of w ork items complete in 3 w orking days
99.8% accuracy rate
ALL ACCOUNTS TO BILL CORRECTLY WITHIN 5 WORK DAYS
Billed revenue, number of exceptions per hour
Billing analysts are expected to complete 50 transactions per hour of production time and maintain a satisfactory or better quality score.
Billing Clerks must maintain at least 90% or greater throughput rate calculated from the factor for each associated queue.
Bills scheduled to Mail Monthly <= 0.28%
Complete 99.98% of bills w ithin bill cycle w indow w ith an accuracy level of 99.98%
Events (exceptions) closed per hour and quality rating (review accounts for notes, accuracy and problem resolution)
Goals established for core billing, task completion rates
n/a
No productivity standard in place
none
None
NUMBER OF SHEETS OF BILLING EXCEPTIONS COMPLETED.
Operational Excellence
Operational Excellence
Our production standards are based on a Performance Pow er Rating System. Each PWQ has a Point Value based on Time Standards that equates to numbers 1
thru 4.
percentage of w ork completed
Productivity - average handle time per agreement w ith exceptions, Post exceptions closed in three days, % of Customer Initiated Inquiries resolved in three days, %
Percent of Bill Sort inquiries completed in three days
Productivity standards are created and set using the current quality control process. This includes checks for timeliness, accuracy, internal communication, and
adherence to procedures. Each employee is compared w ith their peers.
Starting in late 2004, began manually tracking productivity by time to process, pre-billing, and hi/lo exceptions.
Time and motion study
Tracking number or exceptions and time it takes to complete them daily by agent
WFM & Adjustments/HR
Source/Calculation: AR.4.1
Year: 2004
Final Report
1090
100816
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Inaccurate Bill Definition
How Participating Companies Define Inaccurate Bills
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Incorrect rate:
Percent
97.1%
2. Incorrect meter reading:
97.1%
3. Discrepancy in # of days
billed:
4. Any bill that requires additional
handling:
5. Usage outside of CIS
acceptable parameters:
6. Estimated Incorrectly:
55.9%
17.6%
47.1%
85.3%
7. Any bill that needs to be
adjusted:
8. Sw itched meters:
58.8%
85.3%
9. Wrong customer billed:
88.2%
10. Incorrect calculation:
91.2%
11. Incorrect payment amount:
38.2%
99. Other:
8.8%
Source/Calculation: AR.5.1
Year: 2004
Final Report
1091
50138
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Inaccurate Bill Definition
How Participating Companies Define Inaccurate Bills
Q: What is your definition of an inaccurate bill?
Any bill that needed correction after bing presented to customer & the resulting adjustment impacted the amount ow ed for current charges.
mal-functioning meter
Source/Calculation: AR.5.99
Year: 2004
Final Report
1091.1
7305
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bills Adjusted Before Mailing
Percent of Total Bills
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.58%
0.01% <= 0.33%
0.33% <= 0.57%
0.57% <= 1.63%
1.63% <= 11.63%
Bills Adjusted per Total Bills Issued
12.00%
1
1
.
6
3
%
10.00%
7
.
1
1
%
8.00%
6.00%
4.00%
2.00%
0
.
0
1
%
0
.
0
1
%
0
.
0
2
%
0
.
0
7
%
0
.
1
0
%
0
.
2
2
%
0
.
3
0
%
0
.
3
7
%
0
.
4
4
%
0
.
4
7
%
0
.
4
9
%
0
.
5
6
%
0
.
5
6
%
0
.
5
7
%
0
.
5
8
%
3
4
4
1
3
7
3
2
3
0
4
6
1
2
2
3
2
2
4
1
3
1
8
4
9
2
7
0
.
7
9
%
0
.
8
4
%
0
.
8
7
%
0
.
9
6
%
8
1
0
3
8
7
1
.
1
9
%
2
.
0
6
%
2
.
4
2
%
3
.
0
6
%
3
.
5
2
%
3
.
5
7
%
4
8
1
7
0.00%
3
1
2
6
1
6
2
5
4
7
2
8
2
2
2
0
1
9
1
5
5
3
1
4
5
4
2
4
0
3
9
2
9
Source/Calculation: AR.6.1/SUM{AQ.2}
Year: 2004
Final Report
1092
Only Participants with All the Data are Shown
9213
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bills Adjusted (Before and/or After Issued to Customers)
As a Percent of Total Bills Issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.32%
0.02% <= 0.45%
0.45% <= 0.94%
0.94% <= 1.90%
1.90% <= 3.61%
Percent of Total Bills Issued
4.00%
3.50%
3.00%
2.50%
2.00%
1.50%
1.00%
0.50%
0
.
0
2
%
0
.
0
3
%
4
0
3
4
0
.
1
5
%
0
.
3
1
%
0
.
3
4
%
0
.
3
6
%
8
4
3
0
0
.
4
5
%
0
.
4
6
%
1
5
2
3
0
.
5
1
%
0
.
6
1
%
0
.
7
0
%
0
.
7
7
%
0
.
7
9
%
2
8
4
7
0
.
8
6
%
1
.
0
3
%
1
.
1
3
%
1
.
3
3
%
1
.
3
4
%
1
.
3
5
%
3
8
2
2
2
1
.
6
8
%
1
.
7
8
%
2
.
2
4
%
2
.
3
9
%
2
.
6
5
%
3
.
0
6
%
3
.
4
6
%
3
.
5
8
%
3
.
6
1
%
1
8
1
7
0.00%
1
9
3
6
3
7
1
3
2
4
4
9
7
3
2
2
6
1
0
1
6
2
5
4
1
4
8
4
5
4
2
3
9
3
1
2
9
2
7
2
0
1
2
5
1
Source/Calculation: AR.22.1/SUM{AQ.2}
Year: 2004
Final Report
1093
Only Participants with All the Data are Shown
1000300
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bills Adjusted Before Mailing
Percent of Total Commodity Bills
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.58%
0.01% <= 0.28%
0.28% <= 0.57%
0.57% <= 1.41%
1.41% <= 11.63%
Bills Adjusted per Total Bills Issued
12.00%
1
1
.
6
3
%
10.00%
7
.
1
1
%
8.00%
6.00%
4.00%
2.00%
0
.
0
1
%
0
.
0
1
%
0
.
0
2
%
0
.
0
7
%
0
.
1
0
%
0
.
2
2
%
0
.
3
0
%
0
.
3
7
%
0
.
4
4
%
0
.
4
9
%
0
.
5
6
%
0
.
5
6
%
0
.
5
7
%
0
.
5
8
%
3
4
4
1
3
7
3
2
3
0
4
6
1
2
2
3
2
4
1
3
1
8
4
9
2
7
0
.
8
4
%
0
.
8
7
%
0
.
9
6
%
1
0
3
8
7
1
.
1
9
%
2
.
0
6
%
2
.
4
2
%
3
.
0
6
%
3
.
5
7
%
0.00%
3
1
2
6
1
6
2
5
1
7
4
7
2
8
4
8
4
5
4
2
4
0
3
9
2
9
2
2
2
0
1
9
1
5
8
5
3
2
1
Source/Calculation: SUM{AR.6}/(AQ.2.1+AQ.2.2+AQ.2.3+AQ.2.4)
Year: 2004
Final Report
1094
Only Participants with All the Data are Shown
50393
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Actions Taken On Billing "Exceptions"
When They Show Up In the Queue
Percent
100%
80%
60%
40%
20%
0%
2
8
2
6
2
7
3
8
1
0
1
3
4
9
2
5
6
3
4
1
6
1
9
4
1
4
7
3
7
1
2
2
3
3
1
2
9
3
0
3
2
3
9
4
2
4
5
4
8
1
3
4
0
2
4
2
4
5
7
8
2
2
1
5
Billing Analyst Oks The Bill
Billing Analyst Requests Re-reads Or Field Orders
System Automatically Changes Information
Billing Analyst Sends Out An Estimated Bill
System Generates A Field Order
Other
Billing Analyst Adjusts The Bill w /out A Re-read/field Order
System Automatically Generates An Estimated Read
1
7
1
8
2
0
Source/Calculation: AR.7.7
Year: 2004
Final Report
1095
Calculation shown is for the first piece of the stacked bar only.
6004
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Situations Where Estimated Bills Are Mailed
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Meter Missed In Route:
Percent
90.9%
2. Inaccessibility To Meter:
100.0%
3. Inclement Weather:
84.8%
4. Scheduled Estimates:
27.3%
5. Billing Exception:
78.8%
99. Other:
15.2%
Source/Calculation: AR.8.1
Year: 2004
Final Report
1096
6050
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Situations Where Estimated Bills Are Mailed (Cont.)
Q: For what situations do you mail estimated bills?
LACK OF METER READER MANPOWER ON DAY OF ASSIGNMENT.
Natural/man-made disaster
Skipped routes (rare)
Stopped meters
Source/Calculation: AR.8.99
Year: 2004
Final Report
1096.1
6105
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Percent of Bills Scheduled To Be Sent That Were Unbilled
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.7%
0.0% <= 0.0%
0.0% <= 0.5%
0.5% <= 1.3%
1.3% <= 21.0%
Percent of Bills
25.0%
2
1
.
0
0
0
%
20.0%
15.0%
1
0
.
0
0
0
%
10.0%
5.0%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
1
%
0
.
0
1
2
%
0
.
0
4
0
%
0
.
1
0
0
%
0
.
2
7
0
%
0
.
3
0
0
%
0
.
4
0
0
%
0
.
4
9
0
%
2
2
6
4
0
1
5
1
6
1
8
1
9
4
8
4
3
7
4
9
3
2
3
2
3
2
4
0
.
5
0
0
%
0
.
5
0
0
%
0
.
6
0
0
%
0
.
8
0
0
%
0
.
9
2
0
%
3
4
2
5
1
2
8
1
0
1
.
2
0
0
%
1
.
2
0
0
%
1
.
3
1
0
%
1
.
5
5
0
%
2
8
3
0
1
7
1
3
2
.
0
0
0
%
2
.
0
0
0
%
2
6
4
1
3
.
0
0
0
%
3
.
2
0
0
%
7
3
8
0.0%
2
7
4
7
4
5
4
2
3
9
3
1
2
9
2
0
5
2
1
Source/Calculation: AR.9.1
Year: 2004
Final Report
1097
Only Participants with All the Data are Shown
6037
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Percent of Bills Scheduled To Be Sent That Were Printed, but Not
Mailed
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.4%
0.0% <= 0.0%
0.0% <= 0.0%
0.0% <= 0.4%
0.4% <= 2.0%
Percent of Bills
2.0%
1.8%
2
.
0
0
0
%
2
.
0
0
0
%
1
8
7
1.6%
1.4%
1
.
0
0
0
%
1.2%
1.0%
0.8%
0
.
5
0
0
%
0.6%
0.4%
0.2%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
0
%
0
.
0
0
1
%
0
.
0
0
7
%
2
2
6
4
0
3
8
1
5
3
0
3
4
8
1
3
0
.
0
1
0
%
2
6
0
.
0
9
7
%
0
.
1
0
0
%
0
.
1
0
0
%
3
2
1
6
4
1
0
.
7
1
0
%
0
.
2
0
0
%
0.0%
3
4
2
5
2
8
1
9
2
4
2
4
5
8
1
0
1
2
1
7
1
2
3
4
9
2
7
2
9
3
1
3
7
3
9
4
2
4
5
4
7
2
0
Source/Calculation: AR.9.2
Final Report
1098
Only Participants
with All the Data are Shown
2004
Year:
1000631
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Normal Billing "Window"
In Terms of Days from Scheduled and Actual Read Date
Q: Please describe your normal billing " window" in terms of days from scheduled and actual read date.
0 to 5 days
1 day ahead, day after scheduled date.
1 Day must be read on scheduled day
1 to 4 days
10 days
2 days
3 days
3 days before, 1 day after schedule
3 w orking days
4 days
5 DAYS TO RE-READ AND REBILL
7 days or less
Each bill cycle could be read and billed on any of 3 consecutive days. If an actual read is not obtained on either of the first 2 dates, all accounts are billed w ith eith
an actual or estimated read on the third date.
majority of Residential are read and billed the same day.
May read 2 days prior to scheduled read date and up to 1 day after scheduled bill date. Scheduled read date and scheduled bill date are one day apart.
Read date + 3 days in w indow
Read on cycle w ith a scheduled read date and scheduled bill date.
Scheduled Read Date +2
Scheduled read date: +10 days
System allow s 5 days during read/bill schedule to obtain an actual meter read prior to billing
The normal w indow is w ithin 5 w orking days of the scheduled read date.
THREE WORKING DAYS OF BILL ROUTES
tw o days
Tw o days before, one day after schedule
variance of 1 to 3 days
We allow tw o days for exception processing past the normal cycle's "cutoff" date
Window is 4 days. #1 early, early read date, #2 early read date, #3 scheduled read date, #4 late read date and forced estimate date.
Source/Calculation: AR.10.1
Year: 2004
Final Report
1099
1000464
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Causes For a Bill To Be Sorted/Diverted for Review
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Fails High/Low Check:
Percent
90.9%
2. Too Many Estimated Bills
Issued:
99. Other:
60.6%
60.6%
Source/Calculation: AR.11.1
Year: 2004
Final Report
1100
60216
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Causes For a Bill To Be Sorted/Diverted for Review (Cont.)
Q: What causes a bill to be sorted/ diverted for review?
# days on bill, tax issues, account groups
Bill exceeds maximum bill threshold
Bills do not get diverted. Exceptions are generated for review ; how ever, bill statements are still mailed
Demand meter w ith an estimate
Diverted by individual for review , exceeds dollar amount for rate class, government vouchers, etc.
Employee request
Failed system algorithms
Flagged bills for review
forgeign billing address, budget change
Identified as "Special Handling"
Manually set "pull bill", many other reasons
Misc Edits
Missed read(s), incompatible read data, multiple months of zero use, unassigned but still registering usage, and incompatible rate(s) or billing components.
Over $350.00 residential bills
Permanent review bill, rate related
Special handle, Braille, Large Print
SPECIAL HANDLING
Tax Exempt Account finalied, Pay agreement finaled, contract finaled, account balance exceeds $ limit.
Various data validations such as: spike validation, dta gaps, meter clock incorrect, presence of KVAR hours w ith no corresponding kilow att hours
Source/Calculation: AR.11.99
Year: 2004
Final Report
1100.1
60460
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Exception Message Types Billing System Is Programmed to
Generate
For Review/Processing
Question
1 2 3 4 5 6 7 8
1. Number that prevent the
account from billing:
2. Number that provide
information, but do not prevent
account from billing:
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
Average
-
9
3
-
2
5
-
1
1
2
5 3 2
2
0
5
9 5 8
1
3
-
5
7 1 2
5 7 7
-
-
2
2 2
2
6
5
0
4 0
2
0
6
4
0 0
0
-
2 1
1
4
2
4 8
7 9
8
0
6 4
8
-
-
4
9
-
-
5
4
8
9
3
88
-
-
-
3
0
-
1
2
6 7
6 0
0
1
-
9 1 4 4
5 0 0 1
-
-
1
1
9 6 8
3
0
1
1 4 0
0
0
8
-
2
1
6 2
4
1
8 4
3 0
4
6
0
-
-
-
-
-
1
1
1 0
2
8
53
-
-
-
-
-
-
-
-
-
-
6
-
-
-
-
-
-
-
-
20
99. Other:
-
-
9
0
-
0
-
-
-
-
-
-
-
-
-
0
-
-
2
-
-
Source/Calculation: AR.12.1
Year: 2004
Final Report
1101
100807
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Exception Message Types Billing System Is Programmed to
Generate (Cont.)
For Review/Processing
Q: What is the total number of exception message types your Billing system is programmed to generate for review/ processing?
no report
Program abends
Service order exception possibilities
Source/Calculation: AR.12.99
Year: 2004
Final Report
1101.1
100812
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Percent of Exception Messages Handled Through An Automated
Process
Do Not Require Manual Intervention
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
2%
0% <= 0%
0% <= 0%
0% <= 1%
1% <= 10%
Messages per Bill Issued
12%
10%
8%
6%
4%
2%
0%
1
3
1
0
2
5
3
4
3
7
1
7
4
1
1
6
2
4
7
4
2
3
1
8
3
0
6
2
7
4
0
1
9
1
5
3
2
2
2
3
1
8
2
8
3
8
4
9
3
2
2
6
2
9
3
9
4
5
4
2
4
7
1
2
1
5
2
0
4
8
Average
Exceptions that prevent the account from billing
Other
Exceptions that provide information, but do not prevent the account from billing
Source/Calculation: AR.13.1/SUM{AQ.2}
Final Report
1102
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
100808
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Volume of Exception Messages Handled Through An Automated
Process (Cont.)
Do Not Require Manual Intervention
Q: What is the volume of exception messages generated that is handled through an automated process and does not require manual intervention?
Breakdow n unavailable
Source/Calculation: AR.13.99
Year: 2004
Final Report
1102.1
100813
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Work Volume Received for Processing By Billing Clerks
Percent
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
4
1
1
2
4
1
9
3
8
3
0
3
4
2
5
1
0
6
2
4
4
9
2
6
3
2
1
1
7
3
7
2
2
1
3
2
7
7
3
1
4
7
1
8
1
6
2
0
4
0
1
5
8
2
3
4
2
4
5
3
9
5
2
8
2
4
8
2
9
3
No Meter Read Obtained
Read does not pass validation
No one signed for service but meter registered usage
Account billed w ith number of billing days outside of parameters
Meter changed or removed in field but not updated on account
Turn-on new accounts/Turn-off old accounts due to bad meter read or change due to start/end da
Read/re-reads w orked and returned from the field for further processing
Other
Source/Calculation: AR.14.1/SUM{AR.14}
Year: 2004
Final Report
1103
Calculation shown is for the first piece of the stacked bar only.
100809
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Total Work Volume Received for Processing By the Billing Clerks
(Cont.)
Q: What is the total work volume received for processing by the billing clerks?
All inclusive - breakdow n unavailable.
Breakdow n unavailable
Breakdow n unavailable
Help Tickets - 126,538, delayed bills 218,245, account maintenance 336,867
Miscellaneous meter orders, Fast/Slow Meter Adj., Initial Turn On orders
Office Record Successions, Lighting Orders, Control Orders Reports, etc.
VARIOUS REASONS
Zero Use - 73000
zero use on active agreemtns and investigates
Source/Calculation: AR.14.99
Year: 2004
Final Report
1103.1
100815
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Percent of Reads Changed By the Billing Clerk
Of the Total Exception Messages Received
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
23.5%
1.0% <= 6.6%
6.6% <= 22.5%
22.5% <= 31.9%
31.9% <= 75.0%
Percent
80.0%
7
5
.
0
%
70.0%
60.0%
4
2
.
0
%
50.0%
40.0%
30.0%
20.0%
10.0%
1
.
0
%
1
.
0
%
1
.
0
%
2
7
2
5
1
2
5
.
0
%
1
1
.
4
%
1
3
.
0
%
2
0
.
0
%
2
5
.
0
%
2
6
.
0
%
3
1
.
7
%
3
2
.
0
%
3
2
3
7
4
5
.
0
%
0.0%
4
1
2
8
3
8
3
4
2
6
1
6
1
3
1
8
6
2
3
2
3
4
5
7
8
1
0
1
5
1
7
1
9
1
2
2
4
9
2
4
2
9
3
0
3
1
3
9
4
0
4
2
4
5
4
7
4
8
2
0
Source/Calculation: AR.15.1
Year: 2004
Final Report
1104
100810
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Method Used by Billing System to Initiate and Process Exception
Work
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Queues Only:
Percent
28.1%
2. Paper Only:
12.5%
3. Combination of Queues and
Paper:
99. Other:
56.3%
6.3%
Source/Calculation: AR.16.1
Year: 2004
Final Report
1105
100811
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Method Used by Billing System to Initiate and Process Exception
Work (Cont.)
Q: How does your billing system initiate and process exception work to the billing clerks?
Bill Sorts
ToDo activity to be addressed by the billing clerk
Source/Calculation: AR.16.99
Year: 2004
Final Report
1105.1
100814
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bills Adjusted Before Being Sent to Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.8%
0.0% <= 0.3%
0.3% <= 0.5%
0.5% <= 0.7%
0.7% <= 3.6%
4.0%
3.5%
3.0%
2.5%
2.0%
1.5%
1.0%
0.5%
0.0%
1
9
3
7
3
4
3
3
0
1
5
1
2
6
2
3
4
9
2
No Read
2
4
2
6
3
8
1
3
1
8
4
1
8
Read Out of Range
1
0
7
1
6
4
8
1
7
Other
3
9
4
2
5
2
7
4
0
2
2
3
1
2
9
2
8
4
5
4
2
4
7
1
5
2
0
3
2
Breakdow n Unavailable
Source/Calculation: AR.17.1/SUM{AQ.2}
Year: 2004
Final Report
1106
Calculation shown is for the first piece of the stacked bar only.
1000437
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer - Meter Reading Error
Per Non-AMR Meter on System
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.35%
0.02% <= 0.70%
0.70% <= 1.41%
1.41% <= 1.94%
1.94% <= 2.92%
Percent
3.00%
2
.
6
1
%
2
.
6
8
%
2
.
9
2
%
3
2
2
4
1
8
2.50%
2.00%
1.50%
0
.
8
4
%
1.00%
0.50%
0
.
0
2
%
0
.
1
2
%
0
.
2
3
%
0
.
9
1
%
1
.
2
2
%
1
.
3
3
%
1
.
4
9
%
1
.
5
3
%
1
.
5
7
%
1
.
9
3
%
1
.
9
5
%
1
2
0
.
2
6
%
0.00%
1
9
3
0
7
1
6
3
8
4
9
2
7
3
1
3
4
1
2
4
2
6
5
6
8
1
0
1
3
1
5
1
7
2
0
2
2
3
2
5
4
8
2
8
2
9
3
7
3
9
4
0
4
1
4
2
4
5
4
7
2
3
Utilities
Source/Calculation: AR.18.1/SUM{AB.4}
Year: 2004
Final Report
1107
Only Participants with All the Data are Shown
50391
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer - Meter Reading Error
Percentage of Bills Mailed To Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.09%
0.00% <= 0.02%
0.02% <= 0.08%
0.08% <= 0.13%
0.13% <= 0.25%
Percent Bills
0.30%
0
.
2
5
%
0.25%
0
.
1
8
%
0.20%
0.15%
0
.
0
8
%
0.10%
0.05%
0
.
0
0
%
0
.
0
1
%
0
.
0
1
%
3
4
3
0
0
.
0
1
%
0
.
0
2
%
0
.
0
3
%
0
.
0
9
%
0
.
1
0
%
0
.
1
1
%
0
.
1
3
%
0
.
1
3
%
1
2
4
0
.
2
0
%
0
.
0
3
%
0.00%
2
7
1
9
1
1
6
7
4
9
3
1
3
8
3
2
2
2
4
1
8
2
6
5
6
8
1
0
1
3
1
5
1
7
2
0
2
2
3
2
5
4
8
2
8
2
9
3
7
3
9
4
0
4
1
4
2
4
5
4
7
2
3
Utilities
Source/Calculation: AR.18.1/(SUM{AQ.2})
Year: 2004
Final Report
1108
Only Participants with All the Data are Shown
50384
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer - Bill Inaccuracy
Percentage of Bills Mailed To Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.71%
0.02% <= 0.15%
0.15% <= 0.39%
0.39% <= 0.73%
0.73% <= 3.21%
Percent Bills
3.50%
3.00%
2.50%
2.00%
1.50%
1.00%
0.50%
0.00%
3
4
4
0
1
7
3
1
1
2
1
9
1
3
2
7
1
1
6
3
0
6
8
4
1
5
3
8
2
3
3
2
4
4
9
3
7
4
7
2
7
3
2
2
6
1
8
4
1
2
8
2
0
1
0
5
4
2
4
5
3
9
2
9
4
8
2
2
2
5
Utilities
Meter Reading Error
Final Bill Estimation Error
Meter Device Error
Retroactive Rate Change
Active Account Estimation Error
Rate Or Tariff Error
Multiple Months Without Read
Other
Breakdow n Unavailable
Source/Calculation: AR.18.1/SUM{AQ.2}
Year: 2004
Final Report
1109
Only Participants with All the Data are Shown, Calculation shown is for the first piece of the stacked bar only.
50354
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer - Active Account
Estimation Error
Per Non-AMR Meter on System
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
5.38%
0.05% <= 0.59%
0.59% <= 1.09%
1.09% <= 10.18%
10.18% <= 19.21%
Percent
20.00%
1
9
.
2
1
%
15.00%
9
.
0
7
%
10.00%
1
0
.
5
5
%
1
3
.
1
1
%
1
3
.
9
2
%
4
.
7
1
%
5.00%
0
.
0
5
%
0
.
0
8
%
1
9
1
6
0
.
3
0
%
0
.
5
6
%
0
.
6
7
%
3
4
2
4
0
.
9
4
%
1
.
0
7
%
1
.
1
2
%
3
8
3
0
4
9
0.00%
4
2
7
7
2
3
2
1
1
8
2
6
5
6
8
1
0
1
2
1
3
1
5
1
7
2
0
2
2
3
2
5
4
8
2
8
2
9
3
1
3
7
3
9
4
0
4
1
4
2
4
5
4
7
2
3
Utilities
Source/Calculation: AR.18.2/SUM{AB.4}
Final Report
1110
Only Participants
with All the Data are Shown
2004
Year:
50392
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer - Active Account
Estimation Error
Percentage of Bills Mailed To Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.35%
0.00% <= 0.03%
0.03% <= 0.09%
0.09% <= 0.45%
0.45% <= 1.65%
Percent Bills
1.80%
1
.
6
5
%
1.60%
1.40%
0
.
9
9
%
1.20%
1.00%
0.80%
0
.
5
5
%
0.60%
0.40%
0.20%
1
.
2
0
%
0
.
0
0
%
0
.
0
1
%
0
.
0
1
%
0
.
0
3
%
0
.
0
3
%
0
.
0
5
%
3
4
2
7
1
6
4
1
9
2
4
0
.
0
9
%
0
.
1
0
%
0
.
1
1
%
3
0
4
9
3
8
0
.
1
5
%
0.00%
1
3
2
2
7
1
8
2
6
5
6
8
1
0
1
2
1
3
1
5
1
7
2
0
2
2
3
2
5
4
8
2
8
2
9
3
1
3
7
3
9
4
0
4
1
4
2
4
5
4
7
2
3
Utilities
Source/Calculation: AR.18.2/(SUM{AQ.2})
Final Report
1111
Only Participants
with All the Data are Shown
2004
Year:
50385
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer - Final Bill Estimation
Error
Per Non-AMR Meter on System
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.09%
0.00% <= 0.06%
0.06% <= 0.29%
0.29% <= 0.49%
0.49% <= 8.38%
Percent
9.00%
8
.
3
8
%
8.00%
7.00%
6.00%
5.00%
4.00%
3.00%
2.00%
1.00%
0
.
0
0
%
0
.
0
0
%
0
.
0
2
%
2
4
3
8
1
0
.
1
7
%
0
.
2
5
%
0
.
3
3
%
3
0
4
4
9
0
.
4
7
%
0
.
5
0
%
1
6
1
8
0
.
7
3
%
0.00%
7
3
2
2
6
3
5
6
8
1
0
1
2
1
3
1
5
1
7
1
9
2
0
2
2
2
2
5
4
8
2
7
2
8
2
9
3
1
3
4
3
7
3
9
4
0
4
1
4
2
4
5
4
7
2
3
Utilities
Source/Calculation: AR.18.3/SUM{AB.4}
Final Report
1112
Only Participants
with All the Data are Shown
2004
Year:
50389
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer - Final Bill Estimation
Error
Percentage of Bills Mailed To Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.0540%
0.0000% <= 0.0000%
0.0000% <= 0.0210%
0.0210% <= 0.0440%
0.0440% <= 0.3500%
Percent Bills
0.4000%
0
.
3
5
0
9
%
0.3500%
0.3000%
0.2500%
0.2000%
0.1500%
0.1000%
0.0500%
0
.
0
0
0
0
%
0
.
0
0
0
2
%
0
.
0
0
0
2
%
0
.
0
0
0
6
%
3
4
2
4
1
3
8
0
.
0
1
4
2
%
0
.
0
2
1
0
%
0
.
0
2
8
9
%
0
.
0
4
3
2
%
0
.
0
4
5
5
%
1
8
1
6
0
.
0
9
5
8
%
0.0000%
3
0
4
4
9
7
3
2
2
5
3
5
6
8
1
0
1
2
1
3
1
5
1
7
1
9
2
0
2
2
3
4
8
2
6
2
7
2
8
2
9
3
1
3
7
3
9
4
0
4
1
4
2
4
5
4
7
2
2
Utilities
Source/Calculation: AR.18.3/(SUM{AQ.2})
Final Report
1113
Only Participants
with All the Data are Shown
2004
Year:
50386
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer - Rate or Tariff Error
Per Non-AMR Meters on System
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.25%
0.02% <= 0.05%
0.05% <= 0.10%
0.10% <= 0.28%
0.28% <= 1.16%
Percent
1.20%
1
.
1
6
%
1.00%
0.80%
0
.
5
5
%
0.60%
0
.
3
3
%
0.40%
0.20%
0
.
0
2
%
0
.
0
2
%
3
0
7
0
.
0
3
%
0
.
0
8
%
0
.
1
0
%
0
.
1
0
%
3
8
4
0
.
1
2
%
0.00%
3
2
2
4
1
9
1
4
9
1
6
2
6
3
5
6
8
1
0
1
2
1
3
1
5
1
7
1
8
2
0
2
2
2
2
5
4
8
2
7
2
8
2
9
3
1
3
4
3
7
3
9
4
0
4
1
4
2
4
5
4
7
2
3
Utilities
Source/Calculation: AR.18.4/SUM{AB.4}
Year: 2004
Final Report
1114
Only Participants with All the Data are Shown
50388
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer - Rate or Tariff Error
Percentage of Bills Mailed To Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.02%
0.00% <= 0.00%
0.00% <= 0.01%
0.01% <= 0.03%
0.03% <= 0.11%
Percent Bills
0.12%
0
.
1
1
%
0.10%
0
.
0
8
%
0.08%
0
.
0
5
%
0.06%
0.04%
0.02%
0
.
0
0
%
0
.
0
0
%
0
.
0
0
%
0
.
0
0
%
3
4
3
0
3
2
7
0
.
0
0
%
0
.
0
1
%
0
.
0
1
%
0
.
0
1
%
0.00%
1
2
4
4
3
8
4
9
1
9
1
6
2
5
3
5
6
8
1
0
1
2
1
3
1
5
1
7
1
8
2
0
2
2
3
4
8
2
6
2
7
2
8
2
9
3
1
3
7
3
9
4
0
4
1
4
2
4
5
4
7
2
2
Utilities
Source/Calculation: AR.18.4/SUM{AQ.2}
Year: 2004
Final Report
1115
Only Participants with All the Data are Shown
50387
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer
Per Meter on System
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
6.91%
0.18% <= 1.95%
1.95% <= 3.87%
3.87% <= 7.13%
7.13% <= 35.20%
Percent
40.00%
3
5
.
2
0
%
35.00%
30.00%
2
0
.
3
9
%
25.00%
20.00%
15.00%
10.00%
5.00%
0
.
1
8
%
0
.
2
2
%
0
.
5
8
%
0
.
6
8
%
4
0
1
9
1
7
3
1
1
.
5
1
%
1
.
5
3
%
1
.
8
3
%
2
.
0
8
%
2
.
2
1
%
2
.
3
2
%
3
4
1
2
2
7
1
3
1
1
6
3
.
0
5
%
3
.
5
6
%
3
.
7
2
%
3
.
8
7
%
4
.
0
6
%
8
3
8
6
4
4
.
7
4
%
5
.
3
7
%
6
.
2
2
%
6
.
8
6
%
7
.
0
1
%
7
.
2
6
%
3
7
4
9
2
4
1
1
.
4
7
%
1
2
.
7
0
%
1
3
.
1
9
%
7
2
2
4
.
9
0
%
0.00%
3
0
1
5
2
3
4
7
2
6
3
2
4
1
1
8
2
5
2
2
2
0
1
0
5
3
4
8
4
5
4
2
3
9
2
9
2
8
Utilities
Source/Calculation: SUM{AR.18}/(SUM{AB.4}+SUM{AH.13}+SUM{AH.14}+SUM{AH.15})
Year: 2004
Final Report
1116
Only Participants with All the Data are Shown
50390
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Inaccuracy
Percentage of Bills Adjusted After Mailing To Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.712%
0.015% <= 0.147%
0.147% <= 0.394%
0.394% <= 0.726%
0.726% <= 3.212%
Percent Bills
3.500%
3.000%
3
.
2
1
2
%
1
8
4
1
2
.
2
4
5
%
2.500%
2.000%
1.500%
1.000%
0.500%
3
.
0
1
8
%
0
.
0
1
5
%
0
.
0
1
6
%
0
.
0
4
6
%
3
4
4
0
1
7
0
.
0
8
7
%
0
.
1
2
9
%
0
.
1
3
9
%
0
.
1
4
1
%
0
.
1
4
9
%
1
2
1
9
1
3
2
7
0
.
1
9
2
%
0
.
2
2
7
%
0
.
2
5
6
%
1
1
6
3
0
0
.
3
1
0
%
0
.
3
1
0
%
0
.
3
4
0
%
6
8
4
0
.
4
4
9
%
0
.
4
5
3
%
0
.
4
5
7
%
1
5
3
8
2
3
0
.
5
0
7
%
0
.
5
3
6
%
3
2
4
0
.
6
0
7
%
0
.
7
0
4
%
0
.
7
9
5
%
1
.
2
3
4
%
1
.
6
7
7
%
1
.
7
1
5
%
7
3
2
0.000%
3
1
4
9
3
7
4
7
2
2
6
4
8
4
5
4
2
3
9
2
9
2
8
2
5
2
2
2
0
1
0
5
Utilities
Source/Calculation: SUM{AR.18}/SUM{AQ.2}
Year: 2004
Final Report
1117
202
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Bill Adjusted After Mailing to Customer
Percentage of Commodity Bills Mailed To Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.73%
0.02% <= 0.15%
0.15% <= 0.45%
0.45% <= 0.71%
0.71% <= 3.21%
Percent Bills
3.50%
3
.
0
2
%
3
.
2
1
%
1
8
4
1
3.00%
2
.
2
5
%
2.50%
2.00%
1
.
6
8
%
1
.
7
1
%
7
3
2
1.50%
1.00%
0.50%
0
.
0
2
%
0
.
0
2
%
0
.
0
5
%
3
4
4
0
1
7
0
.
0
9
%
0
.
1
3
%
0
.
1
4
%
0
.
1
5
%
1
2
1
3
2
7
0
.
1
9
%
0
.
2
3
%
0
.
2
6
%
1
1
6
3
0
0
.
3
1
%
0
.
3
4
%
6
4
0
.
4
5
%
0
.
4
5
%
0
.
4
6
%
3
8
1
5
2
3
0
.
5
1
%
0
.
5
4
%
3
2
4
0
.
6
1
%
0
.
7
1
%
0
.
7
9
%
0.00%
3
1
4
9
3
7
4
7
2
6
4
8
4
5
4
2
3
9
2
9
2
8
2
5
2
2
2
0
1
9
1
0
8
5
2
Utilities
Source/Calculation: SUM{AR.18}/(AQ.2.1+AQ.2.2+AQ.2.3+AQ.2.4)
Year: 2004
Final Report
1118
Only Participants with All the Data are Shown
50383
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Account Maintenance Tasks Performed by Billing Group
Q: Please describe account maintenance tasks performed by the billing group
ACCOUNTCODES ARE UPDATED IN ORDER TO PRODUCE CORRECT BILLINGS
Adjust customer information only on request by customer
Anything necessary to provide an accurate bill.
Billing adjustments, update acct notations, rates, meter data, cancel / replac bill, activate / fbil customers, take service
Billing Exceptions, turn ons, turn offs, meter changes, mailing address corrections, w aiving overdue notices.
Billing is responsible for the integrity of the customer account data. Information concerning all customer orders and all company activity at a customer premises ar
validated and processed by CIS. (continues in note)
Completing service orders and meter sets that fail to auto complete, review of balanced payment plans, interval data verification, manual calculations for special
accounts.
Completing w ork queues, approving credit refunds, performing necessary adjustments from reports, and review ing customer bills daily that have exceptions
(high/low fails).
Completing w ork queues, performing necessary adjustments from reports, w orking group bill (checking bills daily and reconciliation)
COMPLETION OF OFF-ROUTE METER READINGS, COMPLETION OF FIELD INVESTIGATIONS, PROCESSING OF BILLING EXCEPTIONS, COMPLETION OF ORDERS.
Correct account set up, meter relationships, rates and riders
Exception meter readings, installs, removes, exchanges, turn-ons/turn-offs.
meter exchanges, sales tax adjustments, summary billing changes, rate changes, etc
Meter Order Changes, New account setup and tax exemptions.
Misapplied payments, billed past disconnect date, set in error, stopped meters, crossed meters, Equalized Payment Monitoring, FPP, address corrections, w rong
rate, energized not billed, intracompany account maintenance, complex billing history preparation
N/A
Name changes, special mailing address info
review history of accounts / research meter information
Taxes and rate changes
Work not automatically billed by the system and w orked as the result of a customer contact.
Source/Calculation: AR.19.1
Year: 2004
Final Report
1119
1000435
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Percent of Employees Assigned to Tasks
120%
100%
80%
60%
40%
20%
0%
3
0
3
4
4
9
2
5
2
2
3
8
2
3
4
1
7
7
1
2
Account Maintenance
1
6
4
1
1
3
Pre-audit
2
6
3
7
3
2
6
1
8
1
9
2
8
4
2
4
5
4
7
4
8
1
3
1
Customer-initiated Adjustments
3
9
5
4
0
2
9
2
3
8
1
0
2
7
1
5
2
0
2
4
Other
Source/Calculation: AR.20.1
Year: 2004
Final Report
1120
Calculation shown is for the first piece of the stacked bar only.
1000436
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Average Time to Adjust Bills
Number of Working Days to Complete Bill Adjustments
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
2 1
-
-
-
1 1
-
-
1 3
-
1
-
-
1
-
2 1
-
1 3 1
-
-
7 1 9 5 1 2
-
-
2
-
-
1 1
-
2
1 1
-
-
-
1 1
-
-
1 3
-
1
-
-
1
-
2 1
-
1 3 1
-
-
1 1 9 8 1 2
-
-
2
-
-
1 1
-
2
1
-
-
-
-
1 1
-
-
1 3
-
1
-
-
1
-
2 1
-
3 3 1
-
-
1 1 3 4 1 3
-
-
5
-
-
1 1
-
2
1
-
-
-
-
1 2
-
-
5 3
-
3
-
-
3
-
2 1
-
1 3 1
-
-
3 1
9 2 1 3
0 0
-
-
5
-
-
3
1
0
-
6
1
-
-
-
-
1 2
-
-
2 3
-
3
-
-
2
-
2 1
-
3
1
1
5
-
-
1 1 9 6 1 3
-
-
1
5
-
-
3
2
0
-
5
Average
1. Meter Reading Error:
2. Active Account Estimation
Error:
3. Final Bill Estimation Error:
4. Rate Or Tariff Error:
5. Meter Device Error:
Source/Calculation: AR.21.1
Year: 2004
Final Report
1121
206
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Average Time to Adjust Bills (Cont.)
Number of Working Days to Complete Bill Adjustments
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1 1
-
-
-
1 1
-
-
1 3
-
1
-
-
2
-
2 1
-
1 5 1
-
-
1 1 1
1 1 3
3 0 0
-
-
5
-
-
1 1
-
3
3
-
-
-
-
1 1
-
-
1 3
-
3
-
-
3
-
2 1
-
3
3
1
0
-
-
1
3
-
3 2 1 2
-
-
3
0
-
-
1 1
-
5
-
-
-
-
-
-
1
-
-
-
-
-
5
-
-
-
-
2
-
-
1
-
-
-
-
-
-
-
3
0
-
2
-
-
-
-
-
-
-
-
7
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
3
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
3
-
-
-
5
-
-
-
1
-
-
-
-
0
-
-
-
-
-
-
-
-
-
-
-
1
0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
4
Average
6. Change Of Party:
7. Multiple Months Without Read:
8. Where Supplier Charges Are
Involved:
99. Other:
100. Breakdow n Unavailable:
Source/Calculation: AR.21.6
Year: 2004
Final Report
1122
9012
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Percent of Adjustments Rebilled
e.g. Not Just Included on Next Bill
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
52%
1% <= 10%
10% <= 57%
57% <= 88%
88% <= 99%
Percent of Adjustments
100%
8
8
%
90%
9
5
%
9
5
%
9
9
%
3
8
1
8
2
5
80%
70%
60%
4
8
%
50%
5
0
%
5
7
%
6
3
%
6
8
%
40%
30%
20%
1
0
%
10%
1
%
1
%
1
%
2
6
2
4
4
1
0%
3
4
1
6
4
8
6
3
2
1
2
4
7
2
2
2
3
4
5
7
8
1
0
1
3
1
5
1
7
1
2
0
4
9
2
3
2
7
2
8
2
9
3
0
3
1
3
7
3
9
4
0
4
2
4
5
1
9
Source/Calculation: AR.23.1
Year: 2004
Final Report
1124
1000439
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Regular
Rebilling Policy
Q: What is your policy for rebilling?
Any errors detected by the system, CSA or Customer generates a rebill.
Bills can be cancelled and rebilled for any period of time except corrections for residential nonregistering meters. These can only be for a maximum of 12 months.
Bills must be accurate
By customer request.
Company error - 1 year for residential; 2 years for commercial
Customer bills must accurately reflect the services provided by the company and must adhere strictly to the terms and conditions of (continues in note)
follow established rules and regulations of various public utility commisioins and company policies.
If an error is discovered, a bill is rendered w ith the rebilled amount. Our company policy is not to w ait until the next bill cycle to correct the bill.
If the bill is w rong w e rebill, If the customer reqeusts a rebill due to an error
Incorrect initial bill
Multiple policies exist depending upon the jurisdiction, the terms and conditions, and the reason for the rebilling.
n/a
Once notified of an incorrect bill, a rebill is done.
Only go back tw o years - benefit to customer
OVERBILLING OR UNDERBILLING OF ACCOUNT AND TO CORRECT ESTIMATED READINGS
Per Rule 18: For residential customers, SDGE can rebill up to 3 years if the company overbilled the customer and 3 months if the company underbilled the customer
For Commercial / Industrial customers SDGE is allow ed to rebill for 3 years regardless.
Rebill if in Customers best interest
Rebill w il appear as an adjustment on the follow ing bill. Rebill only done on material errors,
rebilling limits - issue credits for up to 6 years, debits limited to 2 years
Refer to Rule 17, w hich in summary permits our company to rebill a commercial account back 3 yrs regardless if rebill results in a credit or debit and a residential
account 3 months if rebill results in a debit and 3 yrs if rebill results in a credit.
Residential Customers - 2 years for debit adjustments, 6 years for credit adjustments; Commercial Customers - 6 years for both debit and credit adjustments.
See w eb published policy - PRO
Tariff Specific 1) in Delaw are, incorrect billings from clerical errors. 2) Incorrect meter installations or readings. 3) Incorrect rate application may be backbilled for
Source/Calculation: AR.24.1
Year: 2004
Final Report
1125
1000440
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Billing: Large Commercial/Industrial Customer
(###) Report Viewer Record Number
Pg. 1126.
Pg. 1127.
Pg. 1128.
Pg. 1129.
Pg. 1130.
Pg. 1131.
Pg. 1131.1.
Pg. 1132.
Pg. 1133.
Section Contents
(94) Large C/I Billing Expense - Per Adjusted Customer
(95) Large C/I Billing Expense - Per Customer
(96) Large C/I Billing Expense - Per Large C/I Customer in Special Billing Group
(97) Large C/I Billing Expense - Per Large C/I Bill
(98) Percentage of Large C&I Bills Completed In the Following Way (99) Billing System Set Up (100) Billing System Set Up (Cont.) (101) Customers Who Receive Consolidated/Summary Bills - Percent of Commercial/ Industrial
(102) Large Customer/Industrial Defined -
VII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Large Commercial/Industrial Customer
Large C/I Billing Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.59
$0.03 <= $0.23
$0.23 <= $0.40
$0.40 <= $0.77
$0.77 <= $2.88
Expense per Adj. Cust.
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
2
9
1
3
7
4
5
2
5
3
0
6
1
0
4
9
2
3
7
3
1
3
8
2
6
2
4
3
2
1
8
4
2
7
2
2
1
2
1
6
2
8
1
7
4
1
2
0
5
1
4
7
4
2
3
9
3
4
8
Direct Labor Expense
Contract Employee
Technology
Other
Payroll Taxes
Telephone Service Charges
Vehicles
Breakdow n Unavailable
Materials
Facilities
3rd Party Contractor
4
8
3
1
5
1
9
4
0
2
3
Source/Calculation: (B.23.2+B.23.1)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1126
Calculation shown is for the first piece of the stacked bar only.
50211
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Large Commercial/Industrial Customer
Large C/I Billing Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.65
$0.03 <= $0.24
$0.24 <= $0.43
$0.43 <= $0.77
$0.77 <= $2.88
Expense per Customer
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
2
9
1
3
4
5
2
5
3
0
6
7
4
9
2
1
0
3
7
2
4
3
2
1
8
3
1
3
8
2
6
4
2
7
1
2
1
6
2
8
2
2
1
7
4
1
2
0
5
1
4
7
4
2
3
9
3
4
8
Direct Labor Expense
Contract Employee
Technology
Other
Payroll Taxes
Telephone Service Charges
Vehicles
Breakdow n Unavailable
Materials
Facilities
3rd Party Contractor
4
8
3
1
5
1
9
4
0
2
3
Source/Calculation: (B.23.2+B.23.1)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1127
Calculation shown is for the first piece of the stacked bar only.
50377
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Large Commercial/Industrial Customer
Large C/I Billing Expense
Per Large C/I Customer in Special Billing Group
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1,897.59
$3.91 <= $155.07
$155.07 <= $273.15
$273.15 <= $984.78
$984.78 <= $18,957.45
Expense per Customer
$20,000.00
$
1
8
,
9
5
7
.
4
5
$15,000.00
$10,000.00
$5,000.00
$
3
.
9
1
$
6
.
5
7
$
1
8
.
4
7
$
6
2
.
3
8
$
9
9
.
2
5
$
1
4
7
.
9
1
3
2
2
9
1
2
3
8
3
7
2
7
$
1
7
6
.
5
6
$
1
7
7
.
6
9
$
2
1
5
.
7
6
$
2
1
8
.
9
0
$
2
5
5
.
1
4
$
2
9
1
.
1
7
3
0
6
2
5
7
1
8
2
4
$
5
8
2
.
9
0
$
6
1
7
.
1
1
$
7
5
3
.
6
4
$
7
7
8
.
5
7
4
5
1
6
2
2
4
9
$
1
,
0
5
3
.
5
1
$
1
,
3
6
6
.
8
2
$
2
,
7
6
9
.
8
8
$
5
,
5
6
9
.
7
8
$
7
,
6
2
3
.
5
3
$0.00
1
7
2
8
1
3
4
3
1
2
6
2
3
2
3
5
8
1
0
1
5
1
2
0
4
8
3
4
3
9
4
0
4
1
4
2
4
7
1
9
Source/Calculation: SUM{B.23}/AS.6.1
Year: 2004
Final Report
1128
50300
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Billing: Large Commercial/Industrial Customer
Large C/I Billing Expense
Per Large C/I Bill
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.35
$0.11 <= $0.37
$0.37 <= $0.59
$0.59 <= $1.52
$1.52 <= $17.98
Expense per Bill
$18.00
$
1
7
.
9
8
$16.00
$14.00
$12.00
$
9
.
8
8
$10.00
$8.00
$
5
.
2
1
$6.00
$4.00
$2.00
$
0
.
1
1
$
0
.
1
7
$
0
.
1
9
$
0
.
2
3
$
0
.
3
6
$
0
.
3
7
$
0
.
3
9
$
0
.
4
2
$
0
.
5
5
$
0
.
5
5
$
0
.
5
7
$
0
.
6
2
$
0
.
7
0
$
0
.
7
3
7
4
5
2
1
0
2
6
3
2
4
3
8
2
9
1
8
4
9
6
1
6
2
2
$
1
.
2
2
$
1
.
3
7
3
1
1
2
$
1
.
5
8
$
5
.
6
2
$
2
.
8
4
$0.00
1
7
4
1
2
7
3
7
2
4
2
5
4
8
4
7
4
2
4
0
3
9
3
4
2
3
2
0
1
9
1
5
8
5
3
1
Source/Calculation: SUM{B.23}/SUM{AQ.9}
Year: 2004
Final Report
1129
50280
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Large Commercial/Industrial Customer
Percentage of Large C&I Bills Completed In the Following Way
Percent of Large C&I Bills
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2
4
4
7
6
4
2
3
7
2
9
1
3
4
8
2
2
2
7
1
2
6
3
4
4
0
4
2
2
3
1
0
1
6
Automatically
1
8
3
1
8
1
2
3
2
3
8
1
9
4
9
7
3
0
1
7
2
5
2
8
4
5
2
0
3
9
1
5
4
1
3
5
Manually
Source/Calculation: AS.2.2
Year: 2004
Final Report
1130
Calculation shown is for the first piece of the stacked bar only.
6031
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Large Commercial/Industrial Customer
Billing System Set Up
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. One Billing System For All
Commodity Usage:
Percent
69.7%
2. Separate Billing System For
Large Commercial/Industrial Gas
Customers:
18.2%
3. Separate Billing System For
Large Commercial/Industrial
Electric Customers:
18.2%
4. Separate Billing System For
Large Commercial/Industrial
Water Customers:
3.0%
5. Separate Billing System For
Energy Marketers:
9.1%
6. Combined Billing System For
Large Electric And Gas
Industrial/Commercial Customers:
18.2%
7. Billing System For Other
Services (e.g. Appliance,
Security, Etc.):
9.1%
99. Other:
18.2%
Source/Calculation: AS.3.1
Year: 2004
Final Report
1131
212
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Large Commercial/Industrial Customer
Billing System Set Up (Cont.)
Q: How is your billing system set up?
51 accounts billed in Excel
SAP for non-energy billing.
Separate billing system for interruptible accounts
Separate Billing System for non-delivery system
Temporary separate system for special programs and contracts.
Source/Calculation: AS.3.99
Year: 2004
Final Report
1131.1
8088
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Large Commercial/Industrial Customer
Customers Who Receive Consolidated/Summary Bills
Percent of Commercial/ Industrial
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
32.5%
100.0% => 51.5%
51.5% => 18.0%
18.0% => 7.6%
7.6% => 0.0%
Percent
100.0%
90.0%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
9
5
.
0
%
8
0
.
0
%
80.0%
6
0
.
0
%
70.0%
60.0%
5
8
.
0
%
4
5
.
0
%
50.0%
3
0
.
0
%
40.0%
30.0%
2
8
.
0
%
2
5
.
0
%
2
3
.
0
%
2
0
.
0
%
20.0%
1
8
.
0
%
1
8
.
0
%
1
7
.
0
%
1
5
.
0
%
1
4
.
0
%
1
0
.
0
%
1
0
.
0
%
10.0%
5
.
1
%
5
.
0
%
1
0
1
2
0
.
6
%
0
.
3
%
0
.
1
%
0
.
0
%
0
.
0
%
3
2
1
3
0
2
4
4
0.0%
2
8
4
7
1
6
2
3
7
4
8
1
7
2
3
2
6
7
3
4
3
8
2
7
1
8
4
9
8
3
1
2
2
1
9
2
5
4
5
4
2
4
1
4
0
3
9
2
9
2
0
1
5
1
3
6
5
3
Source/Calculation: AS.4.1
Year: 2004
Final Report
1132
60221
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Large Commercial/Industrial Customer
Large Customer/Industrial Defined
Q: how do you define Large Commercial/ Industrial?
>50 kw
1,000 kw actual demand in at least 6 of the past 12 months
1000 kW or more 3 times during the peak in a rolling 12 months.,
200 KWD
5 MW and more
Accounts on a Contract Rate (consumption >= 340K m3) and High pressure gas accounts.
Any customer 1000kw or greater or customers served at primary voltage
Anything w ith interval meters
Assigned a sales rep
Average use exceeds 200 KW demand.
Based Upon volume usage
Customers that use over 200 KW demand.
Customers w ith a 1000 KW contract or greater
Customers w ith billing Demand > 50 KW
Electric = E20 Rate schedule to customers w ith maximum demands of 1,000killow atts or more. Gas = 20,800 Therms per month.
Electric SC3 - monthly demand > 100kw , Electric SC3A - monthly demand > 2000 kw , Gas SC3 - large general gas service,
Equal to or greter than 500 kw hs
Exceeds 500 KW demand , time of day metering, and LARGEST E&G CUSTOMERS w ith COMPLEX RATES
For Gas, a Large Commercial / Industrial Customer is defined as one that is receiving "Non-Core" service., , For Electric, a a Large Commercial / Industrial Customer
defined as one that has "300 KW or greater" demand usage for three or more months, ,
Greater than 750 KW
If the account has at least tw o months usage of 500 KWD it qualifies to be an assigned account. All National Accounts fall under this category
Large commercial and industrial customers are defined as customers w ith usage that averages 20,800 therms per active month and any customers taking electric
generation or enhanced oil recovery service. Also included in the (continues in Note)
Large user w ith an assigned representative.
meets a minimum level of consumption
Multifunction meters that register interval data
Over 200 KW
Source/Calculation: AS.5.1
Year: 2004
Final Report
1133
1000441
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Focus Areas: Internet Billing
(###) Report Viewer Record Number
Pg. 1134.
Pg. 1134.1.
Pg. 1135.
Pg. 1136.
Pg. 1137.
Pg. 1138.
Pg. 1138.1.
Pg. 1139.
Pg. 1139.1.
Pg. 1140.
Pg. 1141.
Pg. 1141.1.
Pg. 1142.
Pg. 1143.
Pg. 1144.
Pg. 1145.
Pg. 1145.1.
Pg. 1146.
Pg. 1147.
Pg. 1148.
Pg. 1149.
Pg. 1150.
Section Contents
(104) Incentives Offered To Customers For Internet Billing (105) Incentives Offered To Customers For Internet Billing (106) Software Vendor For Internet Billing (107) Customers On Internet Billing At Year End - Percent of Total Customers
(108) Years Since Internet Billing Was Implemented (109) Method Used To Promote Internet Billing To Increase Customer Usage (110) Method Used To Promote Internet Billing To Increase Customer Usage (Cont.) (111) Internet Billing Options Offered (112) Internet Billing Options Offered (Cont.) (113) Required to Mail a Bill When Billing Via the Internet (114) Promotional Campaigns Used to Encourage On-Line Billing or Payment (115) Promotional Campaigns Used to Encourage On-Line Billing or Payment (Cont.) (116) Campaigns Used to Promote the On-Line Billing/On-Line Payment Products (117) Growth Rate Seen When On-Line Billing or On-Line/E-Mail Bill Presentment Has Been Promoted (118) Incentives Offered for On-Line Payment (119) Growth Rate Seen When On-Line Payment Has Been Promoted (120) Growth Rate When On-Line Payment Promoted (Cont.) (121) Electronic vs. Paper Bills Issued (122) Electronic Billing Company Policy (123) Fully Loaded Internet Bill Cost (124) Summarized Internet Bill Followed-up with Detail Bill (125) Class of Customers offered Summarized Internet Bill -
VIII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Incentives Offered To Customers For Internet Billing
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. No:
Percent
93.5%
2. Option to pay by credit card:
3.2%
3. Discount on Bill:
3.2%
4. Promotion Item:
0.0%
5. Variable Due Date:
0.0%
6. Choose Ow n Due Date:
0.0%
99. Other:
3.2%
Source/Calculation: AT.2.1
Year: 2004
Final Report
1134
50139
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Incentives Offered To Customers For Internet Billing
Q: Do you offer incentives to customers for internet billing?
We do not offer internet billing
Source/Calculation: AT.2.99
Year: 2004
Final Report
1134.1
6074
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Software Vendor For Internet Billing
Q: Who is your software vendor for internet billing?
Checkfree
CheckFree
Checkfree
CheckFree
Checkfree - I-Series
CheckFree and Internally developed softw are
Checkfree I-Series
CheckFree Services Corporation
Checkfree, Inc
DocSense
DST
For bill presentation via Internet, w e use IBM On-Demand. Check-Free is used as a 3rd party consolidator for customers w ishing to use other portals such as
Yahoo Bill Pay.
In-house IT department
In-house solution
In-house, no external vendor
Metavante
Metavante
Metavante - Electronic Bill Presentment & Payment
Program developed in house
Purchase softw are product from Pitney Bow es.
SAP / CCS
Working w ith Seibel/eDocs to implement in 2005
Source/Calculation: AT.3.1
Year: 2004
Final Report
1135
6073
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Customers On Internet Billing At Year End
Percent of Total Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
4.6%
19.3% => 5.9%
5.9% => 3.7%
3.7% => 2.7%
2.7% => 0.3%
Percent of Customers
20.0%
15.0%
10.0%
5.0%
0.0%
1
2
3
2
3
1
4
1
3
6
1
8
8
2
5
1
0
2
6
3
7
1
7
2
4
2
2
2
3
Residential
4
0
4
7
2
8
4
2
2
4
9
3
8
1
6
2
7
1
9
1
5
3
4
8
3
0
3
4
2
0
2
9
3
9
4
5
1
4
1
5
7
Commercial/Industrial
Source/Calculation: AT.4.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1136
Calculation shown is for the first piece of the stacked bar only.
6013
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Years Since Internet Billing Was Implemented
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3.4
8.0 => 5.0
5.0 => 3.0
3.0 => 2.0
2.0 => 0.0
Years
8.0
8
.
0
7.0
6
.
0
6
.
0
6.0
5
.
0
5
.
0
5
.
0
5
.
0
5
.
0
5.0
4
.
0
4
.
0
4
.
0
4.0
3
.
0
3
.
0
3
.
0
3.0
2
.
0
2
.
0
2
.
0
2
.
0
2
.
0
2.0
1
.
0
1
.
0
1
.
0
1.0
0
.
0
0.0
3
0
4
0
4
9
2
5
8
3
2
3
1
1
7
4
1
2
2
6
6
2
4
4
7
2
1
8
1
3
1
0
2
3
2
8
3
7
4
2
2
2
2
7
3
5
7
1
5
1
6
1
2
0
4
8
2
9
3
4
3
8
3
9
4
1
4
5
1
9
Source/Calculation: 2004-AT.5.1
Year: 2004
Final Report
1137
Only Participants with All the Data are Shown
6072
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Method Used To Promote Internet Billing To Increase Customer
Usage
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. No:
Percent
20.8%
2. Option to pay by credit card:
16.7%
3. Discount on Bill:
4.2%
4. Promotion Item:
4.2%
5. Variable Due Date:
0.0%
6. Choose Ow n Due Date:
4.2%
7. Save a Stamp:
66.7%
8. No Bill Payment Fees:
45.8%
9. No Check to Write:
70.8%
99. Other:
37.5%
Source/Calculation: AT.6.1
Year: 2004
Final Report
1138
60217
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Method Used To Promote Internet Billing To Increase Customer
Usage (Cont.)
Q: How do you promote internet billing to increase customer usage?
Bill insert, Envelope
Bill inserts
Bill inserts, direct mail, print ad, payment options brochure
Bill Inserts, Remittance Envelopes, Website
Connect New sletters
Reduce mail/paper
Safe and Secure
Safe and Secure
Source/Calculation: AT.6.99
Year: 2004
Final Report
1138.1
60461
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Internet Billing Options Offered
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Do Not Offer Internet Billing:
Percent
20.7%
2. Send Bill via Email:
41.4%
3. Post Bill to Website:
69.0%
4. Also Mail Bill via Postal
Service:
99. Other:
34.5%
10.3%
Source/Calculation: AT.7.1
Year: 2004
Final Report
1139
100826
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Internet Billing Options Offered (Cont.)
Q: What internet billing options do you offer?
Email w ith link to Bill on w ebsite.
Notification sent to customer via email w hen a new bill is posted to the checkfree w ebsite
VPay Via Internet, turn off and turn off service via internet
Source/Calculation: AT.7.99
Year: 2004
Final Report
1139.1
100831
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Required to Mail a Bill When Billing Via the Internet
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
13.6%
2. No:
86.4%
Source/Calculation: AT.8.1
Year: 2004
Final Report
1140
100827
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Promotional Campaigns Used to Encourage On-Line Billing or
Payment
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Not Promoting:
Percent
28.6%
2. Promoted via Separate Mail
Campaign:
3. Promoted through Call Center :
10.7%
25.0%
4. Promoted through Bill Inserts:
64.3%
99. Other:
39.3%
Source/Calculation: AT.9.1
Year: 2004
Final Report
1141
100828
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Promotional Campaigns Used to Encourage On-Line Billing or
Payment (Cont.)
Q: If you offer on-line customer billing options or payment via debit or credit, have you run promotional campaigns to encourage this means of billing or payment?
Bill Message
Bill Message
Connect New sletters ; Customer Forums ; Contact Centre
E-mail campaign
Payment options brochure, bill inserts, print ad
Promote on w ebsite.
Promoted on bill carrier and retrun enevelope
promoted on bill envelopes
Promoted on w ebsite and IVR
Sw eepstakes, Message on bill
Source/Calculation: AT.9.99
Year: 2004
Final Report
1141.1
100832
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Campaigns Used to Promote the On-Line Billing/On-Line
Payment Products
Q: What kind of campaigns do you have to promote the on-line billing, on-line payment, etc products?
Advertisements in select publications, cable and radio ads
Bill envelopes and emial compaigns.
BILL INSERTS
Bill inserts / New spaper Ads
Bill inserts, w ebsite promotions.
Bill inserts; w ebsite; w ord of mouth
Connect New sletters ; Customer Forums ; Contact Centre
Cooperative Advertising w ith vendor
Direct mail, brochure, bill statement message,
Direct Mailer/Cooperative advertising w ith vendor.
E-mail campaign to customers and e-mail to employees. Banners on the home page.
Link on w ebsite to credit card vendor.
Messaging on bill envelopes and bill inserts
None
none at this time
None.
one-time insert
Promoted by Agent and in Bill inserts.
Radio, Web, Bill Inserts, Statement Envelopes, Bangtails, Electronic Bill Board, Movie Slides
Targeted e-mail and bill insert campaigns
Website promotion, IVR offerings, Bill Insertx
Source/Calculation: AT.10.1
Year: 2004
Final Report
1142
100835
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Growth Rate Seen When On-Line Billing or On-Line/E-Mail Bill
Presentment Has Been Promoted
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Have Not Measured:
Percent
28.0%
2. Minimal, Almost No Impact:
4.0%
3. Some Grow th (less than 30%
increase):
4. Moderate Grow th (Betw een
30% & 60% increase):
5. Significant Grow th (Greater
than 60% increase):
99. Other:
44.0%
12.0%
8.0%
4.0%
Source/Calculation: AT.11.1
Year: 2004
Final Report
1143
100829
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Incentives Offered for On-Line Payment
Q: What kinds of incentives do you offer for on-line payment?
N/A
No Incentives
No stamps or fees, ease of handling.
NONE
None
none
None
None
None
None
None
None
none
None
None
None
none
None
None from DTE; how ever, w e have partnered w ith Checkfree on their sw eepstakes
None.
Source/Calculation: AT.12.1
Year: 2004
Final Report
1144
100836
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Growth Rate Seen When On-Line Payment Has Been Promoted
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Have Not Measured:
Percent
35.0%
2. Minimal, Almost No Impact:
5.0%
3. Some Grow th (less than 30%
increase):
4. Moderate Grow th (Betw een
30% & 60% increase):
5. Significant Grow th (Greater
than 60% increase):
99. Other:
40.0%
15.0%
0.0%
5.0%
Source/Calculation: AT.13.1
Year: 2004
Final Report
1145
100830
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Growth Rate When On-Line Payment Promoted (Cont.)
Q: What has been the growth rate when you have promoted on-line payment?
No promotion.
Source/Calculation: AT.13.99
Year: 2004
Final Report
1145.1
100833
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Electronic vs. Paper Bills Issued
Percent of Bills
100%
80%
60%
40%
20%
0%
4
8
4
1
1
6
3
2
1
8
1
2
1
3
6
2
2
4
5
3
7
1
0
2
6
1
7
E-bill Only (e-mail or posted to internet)
4
4
0
2
8
8
2
3
2
4
2
5
4
9
4
7
Paper Only
2
4
2
3
3
9
2
7
5
7
3
1
3
0
2
9
1
5
2
0
1
9
3
8
3
4
1
Both
Source/Calculation: AT.14.1
Year: 2004
Final Report
1146
Calculation shown is for the first piece of the stacked bar only.
1000362
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Electronic Billing Company Policy
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. All Customers Receive
Electronic Bill (Posted to Internet):
Percent
29.2%
2. Customer Can Choose To
Receive Electronic Bill via E-mail
or Bank:
45.8%
3. Customers Must Receive
Paper Copy:
20.8%
4. Customers Can Opt Out of
Paper Copy:
29.2%
5. No Paper Copy Sent if on E-bill:
50.0%
Source/Calculation: AT.15.1
Year: 2004
Final Report
1147
1000363
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Fully Loaded Internet Bill Cost
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.44
$0.10 <= $0.21
$0.21 <= $0.30
$0.30 <= $0.41
$0.41 <= $1.28
Cost per Bill
$1.40
$
1
.
0
9
$1.20
$
1
.
2
8
$1.00
$0.80
$0.60
$0.40
$0.20
$
0
.
1
0
$
0
.
1
9
$
0
.
2
0
1
0
2
6
$
0
.
2
2
$
0
.
3
0
$
0
.
3
0
$
0
.
3
0
4
0
3
7
3
1
$
0
.
3
6
$
0
.
4
5
$0.00
1
2
1
3
1
7
2
4
4
1
2
2
5
3
4
5
6
7
8
1
5
1
6
1
8
1
9
2
0
1
2
3
4
9
2
7
2
8
2
9
3
0
3
2
3
4
3
8
3
9
4
2
4
5
4
7
4
8
2
2
Source/Calculation: AT.16.1
Year: 2004
Final Report
1148
1000443
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Summarized Internet Bill Followed-up with Detail Bill
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
33.3%
2. No:
66.7%
Source/Calculation: AT.17.1
Year: 2004
Final Report
1149
1000444
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Areas: Internet Billing
Class of Customers offered Summarized Internet Bill
Q: For which class of customers do you offer summarized internet bill?
All can pay from total current due or drill dow n to detail.
All residential and business customers signed-up to receive e-Bills
All w ho are part of Summary Billing Program
Any customer already participating in the Summary Bill Program
COMMERCIAL
Internet bill initially presents w ith total amount due for each service point. Customer clicks on link to see billing details (meter reads, consumption * rates, etc.).
None
none
None at this stage
Residential
Residential and small business customers.
Totalized bills - commercial & industrial - providing the meters are set on contiquous property and approved by several entities., Group Bill - any customer in good
standing; no arrearage; not on average payment plan
Source/Calculation: AT.18.1
Year: 2004
Final Report
1150
1000445
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Focus Area: Bill Estimating
(###) Report Viewer Record Number
Pg. 1151.
Pg. 1151.1.
Pg. 1152.
Pg. 1153.
Pg. 1154.
Pg. 1155.
Pg. 1155.1.
Pg. 1156.
Pg. 1157.
Pg. 1158.
Pg. 1159.
Pg. 1159.1.
Section Contents
(127) Bill Estimating Methods - 1 = Lowest, 3 = Highest
(128) Bill Estimating Methods (Cont.) (129) Reasons For Bill Estimation - Percent of Bills issued
(130) Reasons For Bill Estimation (131) Bills Estimated - Percent of Bills Issued
(132) Method of Validating the Accuracy of Bill Estimation Procedure (133) Method of Validating the Accuracy of Bill Estimation Procedure (Cont.) (134) Percent of Bills Estimated Using the Following Methods (135) Years Since Most Recent Review or Revision of Estimating Algorithms (136) Percent of Final Bills Estimated (137) Key Performance Indicator for Total Estimated Bills - Upper Limit on Percent of Bills Issued
(138) Key Performance Indicator for Total Estimated Bills (Cont.) -
IX
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Bill Estimating Methods
1 = Lowest, 3 = Highest
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1 3
-
2
-
2 2 3
-
-
3
-
2 3 1 3
-
2 1 3 1 1 2 2
2
-
3 1 3 2 3 2
-
-
-
-
3 2
58
2
-
-
1
-
1
-
2
-
3 2
-
3 2
-
1
-
1 3 2 2 2 1 1 1 1
-
-
-
2 3 2 3
-
2
-
-
2 3
48
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
2
-
-
-
1
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
3
-
-
-
-
-
-
1
-
-
2
-
-
-
-
-
-
-
-
-
-
-
3
-
-
3
-
-
-
2 2
-
-
-
-
-
-
-
-
1
14
5. Combination Of Several
Factors:
-
1
-
3
-
3 3 1
-
1 1
-
1
-
3
-
-
-
2
-
3
-
3
-
-
3 3
-
3
-
1
-
1
-
3 3
-
1
-
43
6. Average Usage of Similar
Accounts:
-
2
-
-
-
-
-
-
-
-
-
-
-
1
-
-
-
-
-
-
-
-
-
3
-
-
-
3
-
1
-
1
-
3 1
-
-
-
-
15
3
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
3
-
-
-
-
-
-
2
-
-
-
-
-
-
-
-
-
-
-
-
-
8
1. Prior Year, Same Period:
2. Same Year, Prior Month Or
Tw o Months:
3. Yearly Average:
4. Degree Days:
99. Other:
-
-
Total
Source/Calculation: AU.2.1
Year: 2004
Final Report
1151
211
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Bill Estimating Methods (Cont.)
Q: What factors do you use to estimate bills?
Baseload
Previous month and same month prior year.
Usage trend.
Source/Calculation: AU.2.99
Year: 2004
Final Report
1151.1
8087
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Reasons For Bill Estimation
Percent of Bills issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
7%
0% <= 1%
1% <= 2%
2% <= 6%
6% <= 57%
Estimated Bills per Total Bills Issued
60%
50%
40%
30%
20%
10%
0%
3
4
4
1
3
3
9
2
7
4
8
2
4
4
0
3
8
1
5
4
9
2
8
3
2
2
1
8
1
6
3
1
4
7
2
3
6
3
0
1
7
2
3
2
3
7
2
5
2
6
7
2
9
1
8
2
0
1
0
5
4
1
1
2
4
2
4
5
1
9
Utilities
Scheduled Bi-monthly/Monthly Billing Reading
Storm/Other Event
Access Problem
Other
Breakdow n Unavailable
Source/Calculation: AU.3.1/SUM{AQ.2}
Year: 2004
Final Report
1152
Calculation shown is for the first piece of the stacked bar only.
220
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Reasons For Bill Estimation
Percent
100%
80%
60%
40%
20%
0%
2
9
2
6
1
8
2
5
1
3
7
2
8
4
0
8
3
9
6
3
8
1
7
3
0
3
7
3
1
1
6
3
4
3
2
1
5
1
3
2
3
2
4
7
2
2
4
8
4
4
9
2
7
2
4
1
9
4
1
1
2
1
0
4
2
4
5
5
2
0
Utilities
Scheduled Bi-monthly Read/Monthly Billing
Storm/Other Event
Access Problem
Other
Breakdow n Unavailable
Source/Calculation: AU.3.1/SUM{AU.3}
Year: 2004
Final Report
1153
Calculation shown is for the first piece of the stacked bar only.
50314
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Bills Estimated
Percent of Bills Issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
6.85%
0.01% <= 0.56%
0.56% <= 2.02%
2.02% <= 5.53%
5.53% <= 56.58%
Estimated Bills per Total Bills Issued
60.00%
4
8
.
5
4
%
50.00%
5
6
.
5
8
%
40.00%
30.00%
20.00%
10.00%
0
.
0
1
%
0
.
0
1
%
0
.
0
6
%
0
.
1
5
%
0
.
2
3
%
0
.
3
9
%
0
.
4
0
%
0
.
4
3
%
0
.
6
9
%
0
.
8
2
%
0
.
9
8
%
1
.
1
2
%
1
.
1
5
%
1
.
4
8
%
1
.
9
9
%
2
.
0
2
%
3
4
4
1
3
3
9
2
7
4
8
2
4
4
0
3
8
1
5
4
9
2
8
3
2
2
1
8
3
.
2
4
%
3
.
9
8
%
4
.
2
1
%
4
.
7
0
%
4
.
9
1
%
5
.
4
2
%
5
.
5
3
%
5
.
5
3
%
5
.
7
0
%
1
6
3
1
4
7
2
3
6
3
0
1
7
2
3
2
8
.
0
0
%
9
.
2
4
%
1
5
.
4
7
%
1
9
.
3
5
%
0.00%
3
7
2
5
2
6
7
2
9
1
8
4
5
4
2
4
1
2
0
1
9
1
2
1
0
5
Utilities
Source/Calculation: SUM{AU.3}/SUM{AQ.2}
Year: 2004
Final Report
1154
50313
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Method of Validating the Accuracy of Bill Estimation Procedure
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. After Bills Are Estimated They Are
Checked The Follow ing Month:
Percent
36.4%
2. All Factors For Bill Accuracy:
21.2%
3. Re-calculate Heat & Base Factors
Annually:
12.1%
4. Routine Checks Are Performed:
39.4%
5. Factor Generating Formulas:
21.2%
6. Estimations Go Through High-Low
Checks:
60.6%
7. Manual Review of The
Mechanism:
33.3%
8. Detail Specification Logic:
21.2%
9. Credit Balances:
9.1%
99. Other:
12.1%
Source/Calculation: AU.4.1
Year: 2004
Final Report
1155
7304
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Method of Validating the Accuracy of Bill Estimation Procedure
(Cont.)
Q: How do you validate the accuracy of your bill estimating procedures?
Combination of validation of next month's; a review of all accounts billing > 900 ccf and a occassional review of detail logic specification
For actual readings, an estimate is calculated on a summary basis and a daily scorecard is generated by the system
Kansas Corporiation Commission approved the system estimation calculation and its in our terms and agreements.
Next actual reading
Source/Calculation: AU.4.99
Year: 2004
Final Report
1155.1
730499
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Percent of Bills Estimated Using the Following Methods
Percent of Bills
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
2
7
4
7
3
7
3
1
3
0
2
9
1
8
6
1
4
9
1
6
7
4
1
2
5
3
8
1
9
2
4
4
8
Estimating Algorithm
1
7
2
2
8
2
6
3
2
8
1
2
2
3
1
3
3
4
3
9
4
2
2
1
0
4
0
4
2
4
5
2
0
1
5
3
5
Estimated Manually
Source/Calculation: AU.5.1
Year: 2004
Final Report
1156
Calculation shown is for the first piece of the stacked bar only.
6000
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Focus Area: Bill Estimating
Years Since Most Recent Review or Revision of Estimating
Algorithms
Mean
Quartile 1
3
Quartile 2
<=
<= 1
Quartile 3
Quartile 4
1 <= 3
3 <= 28
Years Since
30
2
8
25
20
15
10
6
5
5
2
6
4
8
4
1
7
3
8
3
7
1
8
4
9
1
1
1
1
1
1
6
1
6
1
9
2
5
3
2
4
0
2
2
2
2
2
2
8
2
2
8
4
7
2
4
3
3
2
3
1
3
4
4
2
3
0
3
1
2
7
1
7
4
5
4
2
3
9
2
9
2
0
1
5
1
2
1
0
5
4
3
1
Source/Calculation: 2004-AU.6.1
Final Report
1157
Only Participants
with All the Data are Shown
2004
Year:
6005
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Percent of Final Bills Estimated
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
15.9%
0.0% <= 1.0%
1.0% <= 1.1%
1.1% <= 15.0%
15.0% <= 83.0%
Percent
90.0%
80.0%
7
9
.
0
%
8
3
.
0
%
2
3
7
70.0%
60.0%
50.0%
3
8
.
0
%
40.0%
30.0%
20.0%
10.0%
0
.
0
%
0
.
0
%
0
.
1
%
0
.
5
%
1
.
0
%
1
.
0
%
1
.
0
%
1
.
0
%
1
.
1
%
2
8
1
2
4
1
4
9
1
6
2
5
3
8
4
8
2
4
2
.
0
%
1
0
.
0
%
1
4
.
8
%
1
5
.
0
%
1
8
2
6
2
2
.
0
%
0.0%
4
0
3
0
4
7
1
2
0
3
4
5
6
8
1
0
1
3
1
5
2
1
9
4
5
2
2
2
7
2
9
3
1
3
2
3
4
3
7
3
9
4
2
1
7
Source/Calculation: AU.7.1
Year: 2004
Final Report
1158
60219
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Key Performance Indicator for Total Estimated Bills
Upper Limit on Percent of Bills Issued
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. <1%:
Percent
40.0%
2. <2%:
16.0%
3. <3%:
8.0%
4. <4%:
0.0%
5. <10%:
8.0%
99. Other:
36.0%
Source/Calculation: AU.8.1
Year: 2004
Final Report
1159
100842
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Bill Estimating
Key Performance Indicator for Total Estimated Bills (Cont.)
Q: What is the key performance indicator for total estimated bills? (as an upper limit on the % of total bills issued)
<1.89 (meters estimated, notbills) and 2004 actual w as 1.13%
<14%
<4% of on-cycle bills.
<5% estimates greater than 2 months????????
Accounts review ed on 3rd month estimate
Estimated-to-actual ratio w ithin +/- 10% contrl range (90% to 110% of actual read) greater than 60% of the accounts w ith actual reads for both gas and electric
combined.
Estimated-to-actual ration w ithin +/- 10% control range (90% to 110% of actual read) greater than 60% of the accounts w ith actual reads for both gas and electric
combined.
Our KPI is that 99.5% of our mass market/commercial meters w ill have no more than 4 consecutive estimates during the fiscal year.
Source/Calculation: AU.8.99
Year: 2004
Final Report
1159.1
100844
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Billing: Print and Mail
(###) Report Viewer Record Number
Pg. 1160.
Pg. 1161.
Pg. 1162.
Pg. 1163.
Pg. 1164.
Pg. 1165.
Pg. 1166.
Pg. 1167.
Pg. 1168.
Pg. 1169.
Pg. 1170.
Pg. 1170.1.
Pg. 1171.
Pg. 1172.
Section Contents
(140) Print & Mail Expense - Per Adjusted Customer
(141) Print & Mail Expense - Per Customer
(142) Print & Mail Expense - Per Bill Issued
(143) Print & Mail Expense - Per Printed Bill
(144) Postage Expense Per Customer (145) Postage Expense Per Envelope (146) Outsourced Bill Print & Mail Services - Expense per Bill
(147) Pieces of Returned Mail Received on Average Each Month - Per 1,000 Customers
(148) Return Mail Expense Reduction Program (149) Success of Returned Mail Expense Reduction Program - Percent Reduction In Volume
(150) Method Used To Update (Forwarding) Addresses (151) Method Used To Update (Forwarding) Addresses (Cont.) (152) CIS Allows Automated Updates of The Addresses - With use of Address Change Service
(153) Duplex (2-Sided) Printing Used -
X
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Print & Mail Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.00
$1.64 <= $3.47
$3.47 <= $4.04
$4.04 <= $4.44
$4.44 <= $7.27
Expense per Adj. Cust.
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
4
8
4
7
3
8
7
2
2
2
6
1
5
5
3
1
1
0
3
2
9
3
2
3
0
1
3
4
9
2
1
6
3
7
4
0
4
8
1
2
2
3
2
5
2
7
1
8
1
Direct Labor Expense
Materials
Postage
Vehicles
Payroll Taxes
Telephone Service Charge
Facilities
3rd Party Contractor
Contract Employee
Printing Expense
Technology
Other
1
7
2
4
6
4
5
3
9
3
4
4
2
4
1
2
8
2
0
1
9
Breakdow n Unavailable
Source/Calculation: (B.24.1+B.24.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1160
Calculation shown is for the first piece of the stacked bar only.
50316
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Billing: Print and Mail
Print & Mail Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.41
$1.64 <= $4.09
$4.09 <= $4.44
$4.44 <= $4.65
$4.65 <= $7.27
Expense per Customer
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
4
8
4
7
2
9
3
2
3
0
1
3
4
9
2
4
0
3
8
4
1
2
2
3
2
5
2
7
1
5
5
1
8
1
6
1
1
7
7
2
4
6
3
1
0
Direct Labor
Contract Employee
Telephone Service Charge
Technology
Payroll Taxes
Printing Expense
Postage
Vehicles
Materials
3rd Party Contractor
Facilities
Other
4
5
3
9
2
2
2
6
3
1
3
7
8
3
4
4
2
4
1
2
8
2
0
1
9
Breakdow n Unavailable
Source/Calculation: (B.24.1+B.24.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1161
Only Participants with All the Data are Shown, Calculation shown is for the first piece of the stacked bar only.
50212
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Print & Mail Expense
Per Bill Issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.37
$0.30 <= $0.33
$0.33 <= $0.36
$0.36 <= $0.38
$0.38 <= $0.62
Expense per Bill
$0.70
$
0
.
6
2
$0.60
$0.50
$0.40
$0.30
$
0
.
3
0
$
0
.
3
0
4
8
4
7
$
0
.
3
1
$
0
.
3
2
$
0
.
3
2
$
0
.
3
2
$
0
.
3
3
$
0
.
3
3
$
0
.
3
3
$
0
.
3
3
$
0
.
3
4
$
0
.
3
4
$
0
.
3
5
$
0
.
3
5
$
0
.
3
5
$
0
.
3
5
$
0
.
3
5
$
0
.
3
5
2
9
3
2
1
3
3
0
3
8
8
2
7
1
7
4
0
2
3
4
4
9
1
2
6
2
5
1
5
$
0
.
3
6
$
0
.
3
6
$
0
.
3
7
$
0
.
3
7
$
0
.
3
7
$
0
.
3
7
$
0
.
3
7
$
0
.
3
8
$
0
.
3
8
$
0
.
3
8
$
0
.
3
9
$
0
.
3
9
$
0
.
3
9
5
1
8
3
7
1
2
1
6
7
2
2
2
4
1
0
3
9
2
6
3
$
0
.
4
1
$
0
.
4
2
4
5
3
1
$
0
.
4
4
$
0
.
4
5
$
0
.
5
0
$0.20
$0.10
$0.00
3
4
4
2
4
1
2
8
2
0
1
9
Utilities
Source/Calculation: SUM{B.24}/SUM{AQ.2}
Year: 2004
Final Report
1162
50210
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Print & Mail Expense
Per Printed Bill
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.38
$0.30 <= $0.35
$0.35 <= $0.37
$0.37 <= $0.38
$0.38 <= $0.61
Expense per Printed Bill
$0.70
$
0
.
6
1
$0.60
$0.50
$0.40
$0.30
$
0
.
3
0
$
0
.
3
0
4
8
4
7
$
0
.
3
1
$
0
.
3
2
$
0
.
3
3
$
0
.
3
4
$
0
.
3
4
$
0
.
3
5
4
0
1
3
1
2
$
0
.
3
5
$
0
.
3
5
$
0
.
3
5
$
0
.
3
6
$
0
.
3
6
$
0
.
3
7
$
0
.
3
7
$
0
.
3
7
$
0
.
3
7
$
0
.
3
7
$
0
.
3
7
$
0
.
3
7
$
0
.
3
7
$
0
.
3
8
$
0
.
3
8
$
0
.
3
8
$
0
.
3
8
$
0
.
3
9
4
9
3
8
4
2
5
2
3
6
1
6
3
2
1
2
7
2
7
1
8
3
7
2
2
1
0
2
4
3
9
$
0
.
4
1
$
0
.
4
2
$
0
.
4
2
3
4
3
1
$
0
.
4
4
$
0
.
4
5
$
0
.
5
0
$0.20
$0.10
$0.00
2
9
3
0
1
7
2
6
8
4
2
4
1
2
8
4
5
2
0
1
9
1
5
5
3
Utilities
Source/Calculation: SUM{B.24}/AV.8.1
Year: 2004
Final Report
1163
50302
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Postage Expense Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.30
$0.51 <= $3.25
$3.25 <= $3.38
$3.38 <= $3.53
$3.53 <= $5.61
Expense per Customer
$6.00
$
5
.
6
1
$5.00
$4.00
$
2
.
9
9
$
3
.
1
7
$
3
.
1
9
$
3
.
2
0
$
3
.
2
4
$
3
.
2
5
$
3
.
2
5
$
3
.
2
9
$
3
.
3
0
$
3
.
3
4
$
3
.
3
6
$
3
.
3
7
$
3
.
3
7
$
3
.
3
8
$
3
.
3
8
$
3
.
4
1
1
5
1
3
4
9
3
2
4
0
5
3
0
1
2
4
7
3
8
2
7
2
3
4
2
2
$
3
.
4
5
$
3
.
4
8
$
3
.
4
8
$
3
.
4
9
$
3
.
5
0
$
3
.
5
0
$
3
.
5
4
$
3
.
6
0
$
3
.
6
3
$
3
.
6
8
$
3
.
7
1
$
3
.
7
5
4
5
1
0
2
2
3
1
8
2
4
2
5
3
9
3
6
3
7
1
8
$
3
.
7
7
1
6
$
4
.
0
3
$3.00
$
1
.
4
2
$2.00
$1.00
$
1
.
5
2
$
0
.
5
1
$0.00
4
1
4
8
4
7
1
7
3
4
2
8
2
9
2
6
2
0
1
9
1
Source/Calculation: B.24.7/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1164
1000206
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Postage Expense Per Envelope
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.29
$0.19 <= $0.28
$0.28 <= $0.29
$0.29 <= $0.30
$0.30 <= $0.47
Expense per Envelope
$0.50
$
0
.
4
7
$0.45
$0.40
$
0
.
2
7
$
0
.
2
8
$
0
.
2
8
$
0
.
2
8
$
0
.
2
8
$
0
.
2
8
$
0
.
2
9
$
0
.
2
9
$
0
.
2
9
$
0
.
2
9
$
0
.
2
9
$
0
.
2
9
$
0
.
2
9
$
0
.
2
9
$
0
.
2
9
4
0
2
4
3
1
2
2
7
4
4
2
2
3
4
5
2
7
2
5
1
0
3
8
3
0
3
7
$0.35
$0.30
$0.25
$0.20
$
0
.
1
9
$
0
.
2
1
$
0
.
2
2
$
0
.
2
5
$
0
.
2
6
$
0
.
3
0
$
0
.
3
0
$
0
.
3
0
6
8
1
3
$
0
.
3
1
$
0
.
3
1
$
0
.
3
1
$
0
.
3
1
$
0
.
3
2
3
2
1
6
4
1
2
1
8
$
0
.
3
3
$0.15
$0.10
$0.05
$0.00
1
2
4
7
1
7
4
9
4
8
3
4
2
8
3
9
2
9
2
6
2
0
1
9
1
5
5
3
1
Source/Calculation: B.24.7/AQ.8.1
Year: 2004
Final Report
1165
1000208
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Billing: Print and Mail
Outsourced Bill Print & Mail Services
Expense per Bill
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.40
$0.03 <= $0.22
$0.22 <= $0.39
$0.39 <= $0.56
$0.56 <= $0.82
Expense per Bill
$0.90
$
0
.
7
0
$0.80
$
0
.
8
2
$0.70
$0.60
$0.50
$
0
.
3
7
$0.40
$
0
.
3
9
$
0
.
4
1
$0.30
$0.20
$0.10
$
0
.
0
3
$
0
.
0
6
$0.00
3
8
1
0
7
1
6
2
6
2
3
8
2
7
2
3
4
5
6
1
2
1
3
1
5
1
7
1
8
1
9
2
0
2
2
1
3
4
4
8
4
7
4
5
4
2
4
0
2
4
3
7
2
5
3
2
3
1
3
0
2
9
2
8
4
9
3
9
Source/Calculation: AV.2.1
Year: 2004
Final Report
1166
Only Participants with All the Data are Shown
6015
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Pieces of Returned Mail Received on Average Each Month
Per 1,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
8.84
0.66 <= 3.52
3.52 <= 5.84
5.84 <= 10.61
10.61 <= 41.52
Pieces per 1,000 Customers
45.00
40.00
35.00
30.00
25.00
20.00
15.00
10.00
5.00
0.00
2
2
6
7
4
1
3
1
3
7
4
8
4
9
4
7
2
6
2
5
1
3
2
2
7
1
0
3
4
Correspondence
3
0
2
4
1
7
3
8
1
6
1
8
4
2
Bills
8
2
8
2
3
2
0
5
1
2
4
5
3
9
2
9
2
3
1
5
1
9
4
0
1
3
4
Other
Source/Calculation: AV.3.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/1000)
Year: 2004
Final Report
1167
Calculation shown is for the first piece of the stacked bar only.
9124
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Return Mail Expense Reduction Program
Q: Please describe your return mail cost reduction program.
ACS and CASS certification
ACS-Address Change Service.
Addesses are run through Finalist softw are and updated before mailing. Return address are w orked daily
Addresses are run through CASS softw are and updated before mailing. Return address are w orked daily.
Addresses are updated as errors are discovered/reported by customers. All billing addresses are run through Cass Cerfitication softw are (Code One) in
compliance w ith postal regulations. Request forw arding addresses every 180 days from USPS.
Back office billing personel & CSR's w hile in "w aiting" status go thru each piece of return mail and search for correct address on billing system and w eb.
Each piece of returned mail is logged and investigated to determine the cause.
Improve records processing, semi automated address correction.
Listclean softw are program. Validates tow n and postal code
Move update for addrs done every mailing prior to mailing
NCOA & Ancilary Endorsements affixed to the envelope
NONE
None
One department is responsible for investigating returned mail for bad addresses and they contact the customer if possible.,
Perform NCOA review and updates every six months, process undeliverable mail for last 30 days, w ith updates as provided by post office and customer contact.
Perform NCOA review and updates every six months, process undeliverable mail for last 30 days, w ith updates as provided by post office and customer contact.
Research and correct mailing address
Return Mail is handled in a centralized mail center
RETURNED MAIL IS NOT REVIEWED
See Note
Use NCOA and Ancilarry endorsements affixed to the envelop
We employ Group ! address hygiene softw are to minimize bad addresses.
We scan in the ret mail as not to mail again until the address has been fixed. To fix/correct address w e use an outbound dialer to call customers. We also w ork
w ith the US Postal Service, equalization depts., counties, internet and postal softw are.
Work is chartered - in progress.
Source/Calculation: AV.4.1
Year: 2004
Final Report
1168
7307
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Success of Returned Mail Expense Reduction Program
Percent Reduction In Volume
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
33.6%
98.0% => 43.0%
43.0% => 28.0%
28.0% => 11.5%
11.5% => 0.3%
Percent
100.0%
90.0%
9
8
.
0
%
80.0%
70.0%
5
0
.
0
%
60.0%
50.0%
3
6
.
0
%
40.0%
30.0%
2
8
.
0
%
2
1
.
0
%
20.0%
2
.
0
%
10.0%
0
.
3
%
0.0%
3
8
4
1
2
2
4
2
3
0
3
4
6
1
0
1
1
8
1
7
1
6
1
5
2
0
1
2
2
3
8
7
5
4
3
2
1
3
3
1
4
8
4
7
4
5
4
0
3
9
1
9
3
2
4
9
2
9
2
8
2
7
2
6
2
5
2
4
3
7
Source/Calculation: AV.5.1
Year: 2004
Final Report
1169
7308
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Method Used To Update (Forwarding) Addresses
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Electronic File from Postal Service
(Address Change Service/ACS):
2. Postcards from Postal Service:
Percent
52.9%
55.9%
3. Yellow Sticker on Retuned Mail:
55.9%
99. Other:
47.1%
Source/Calculation: AV.6.1
Year: 2004
Final Report
1170
60222
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Method Used To Update (Forwarding) Addresses (Cont.)
Q: How do you update (forwarding) addresses?
Conversations w ith customers
Customer w rite-ins w ith payments, cust self-service on w eb.
Enter changes directly in CIS
Files from the Bill Print Vendor
Forw arding address provided by the Post Office
Hand keyed
Handkey
Law yers letters, customer calls
Manual Process
Move update.
NCOA file, correspondence from customer, call in from customer, back of bill.
NCOA file, correspondence from customer, call in from customer, back of bill.
NCOA link
NCOA link, DPV and address standardization
RETURNED MAIL IS NOT PROCESSED OR REVIEWED
Source/Calculation: AV.6.99
Year: 2004
Final Report
1170.1
60462
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
CIS Allows Automated Updates of The Addresses
With use of Address Change Service
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
52.0%
2. No:
48.0%
Source/Calculation: AV.7.1
Year: 2004
Final Report
1171
60223
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Print and Mail
Duplex (2-Sided) Printing Used
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
21.2%
2. No:
78.8%
Source/Calculation: AV.9.1
Year: 2004
Final Report
1172
100837
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Billing: Support
(###) Report Viewer Record Number
Pg. 1173.
Pg. 1174.
Pg. 1175.
Pg. 1175.1.
Pg. 1176.
Pg. 1177.
Pg. 1178.
Pg. 1179.
Section Contents
(155) Billing Support Expense - Per Adjusted Customers
(156) Billing Support Expense - Per Customer
(157) Activities Provided As Part of Billing Support (158) Activities Provided As Part of Billing Support (Cont.) (159) Work Done for Third Party Energy Suppliers - That Is Not Included In the Expenses Reported In This Survey
(160) Changes Made To Improve Billing Process - Last Year
(161) Best or Most Interesting Practice Employed In Billing (162) Competitive Advantage In Billing -
XI
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Support
Billing Support Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.07
$0.01 <= $0.14
$0.14 <= $0.48
$0.48 <= $1.09
$1.09 <= $9.77
Expense per Adj. Cust.
$10.00
$
9
.
7
7
$9.00
$8.00
$7.00
$6.00
$5.00
$
3
.
5
6
$4.00
$3.00
$2.00
$1.00
$
0
.
0
1
$
0
.
0
6
$
0
.
0
7
$
0
.
0
9
$
0
.
1
2
$
0
.
1
2
$
0
.
1
5
$
0
.
2
1
2
2
2
5
5
1
5
2
6
7
3
0
1
3
$
0
.
2
4
$
0
.
3
5
$
0
.
4
1
$
0
.
4
6
$
0
.
5
0
$
0
.
5
4
$
0
.
5
4
$
0
.
6
0
$
0
.
6
8
4
9
3
8
4
7
4
5
3
2
1
0
1
8
4
1
2
7
$
1
.
0
7
$
1
.
1
6
1
6
2
4
$
1
.
6
8
$
1
.
2
8
$
2
.
0
2
$0.00
2
1
7
2
8
1
9
2
9
4
8
4
2
4
0
3
9
3
7
3
4
3
1
2
3
2
0
1
2
8
6
4
3
1
Utilities
Source/Calculation: SUM{B.25}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1173
1000116
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Support
Billing Support Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.13
$0.02 <= $0.18
$0.18 <= $0.48
$0.48 <= $1.17
$1.17 <= $9.77
Expense per Customer
$10.00
$
9
.
7
7
$9.00
$8.00
$7.00
$
4
.
7
7
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$
0
.
0
2
$
0
.
0
6
$
0
.
0
9
$
0
.
0
9
$
0
.
1
2
$
0
.
1
5
$
0
.
1
8
2
2
2
5
5
4
1
1
5
3
0
2
6
$
0
.
1
9
$
0
.
2
1
$
0
.
2
4
7
1
3
4
9
$
0
.
4
1
$
0
.
4
6
$
0
.
5
0
$
0
.
5
4
$
0
.
5
7
4
7
4
5
3
2
1
8
3
8
$
0
.
6
8
$
0
.
7
0
2
7
1
0
$
1
.
1
6
$
1
.
1
8
2
4
1
6
$
1
.
6
8
$
1
.
2
8
$
2
.
0
2
$0.00
2
1
7
2
8
1
9
2
9
4
8
4
2
4
0
3
9
3
7
3
4
3
1
2
3
2
0
1
2
8
6
4
3
1
Utilities
Source/Calculation: SUM{B.25}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1174
1000125
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Support
Activities Provided As Part of Billing Support
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Tariffs:
Percent
59.4%
2. Process Management:
75.0%
3. Quality Control:
96.9%
4. Metric Reporting:
40.6%
5. Administrative:
34.4%
6. HR Services:
9.4%
7. ADI:
0.0%
99. Other:
21.9%
Source/Calculation: AW.2.1
Year: 2004
Final Report
1175
100843
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Support
Activities Provided As Part of Billing Support (Cont.)
Q: What activities are provided as part of billing support?
Billing Implementation Specialist
Facilities
Poject prioritization, compliance reporting, etc.
Price Entry, Regulatory Project Implementation
Revenue & Controls, Account Management Support
revenue reporting and analysis
revenue reporting and analysis
Source/Calculation: AW.2.99
Year: 2004
Final Report
1175.1
100845
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Support
Work Done for Third Party Energy Suppliers
That Is Not Included In the Expenses Reported In This Survey
Q: Please describe any work that you do for third party energy suppliers that is not included in the costs you report in this survey.
Data validations, system fixes, enhancements, and billing.
EDI services & testing, general issue resolution, green energy services, manual enrollments, remittance processing, etc.
If a customer decides to purchase gas from a gas marketer, w e bill the customer on behalf of the marketer on our bill.
Include TPS energy charges on our bills
None
None
None
None
Provide various financial reports to gas suppliers via DSWEB.
Supplier support section w orks closely w / the alternate suppliers to ensure they have all the necessary info needed for billing and bill information has been
communicated from the utility to the supplier.
There is a small group of 5 employees that correspond and interact w ith 3rd Party Providers - not part of Billing but part of our Retail Business Services Group
Source/Calculation: AW.3.1
Year: 2004
Final Report
1176
100839
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Support
Changes Made To Improve Billing Process
Last Year
Q: What changes were made to improve billing process last year?
Additional automation w as introduced to the end-to-end billing processes to respond to new /revised regulatory-compliance and business internal-control
requirements and to keep pace (continued in Notes)
Automated many of the processes associated w ith level payment.
Automation of billing address corrections - New rate implementation - Green Pow er Program - Commerical Budget Billing Pilot - Improved initial Bill Validation,
Completed system changes to accommodate deregulation in Maryland and began the process for the District of Columbia.
Continual fine tuning of high/low reading verification
continued process of integrating gas and electric billing departments, general process improvements via Six Sigma
Created and implemented w eb based w ork management tool. Tool distributes w ork queues based on priority rules to resources as they are available. Priority rule
and user profiles can be modified real time.
database; 'No Bill' tool; SOX Complaince.
Dynamic pre-bill, SOX compliance
Enhanced C&I Root Cause Database Tracking and Statiscal Reporting (Lotus Note)
Enhancements to automate manual processess
EXTINATED ALGORITHMS WERE FINE TUNED.
Far too numerous to list here!
Implement new billing system - SAP CCS
Implemented the Operating System Principles
Initiatives to improve efficiency and accuracy.
M32 TMS System Upgrade, Meter Test Automation, Rebill Root Cause, Bill Correction, CDAS Subsystem Upgrade
MINOR UPDATES TO BILLING SYSTEM AS REQUIRED
None
none
None.
Outsourcing the actual printing and mailing of billing statements.
Payments in error process ; meter reading control; unbilled payment project,
process enhancements
Realigning resources to critical billing defects to improve service to internal and external customers. Also, summary group billing and electronic payment.
Source/Calculation: AW.4.1
Year: 2004
Final Report
1177
6077
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Support
Best or Most Interesting Practice Employed In Billing
Q: What do you think is the best or most interesting practice you employ in billing?
Accuracy & Timeliness of Billing
ACCURACY AND TIMELY BILLING
Accuracy for the volume of bills generated daily.
Accurate and timely billings
Bill estimating bill calc for heating and non heating accounts.
Bill Exceptions
Billing Exception Queue and QAT Monitoring
Billing interval customers through billing expert.
Billing on behalf of gas marketers
Billing Reps are assigned to Operation Centers to provide dedicated support
CIS system's method of estimating consumption using heat sensitive data
Complex rate calc management (incl. real time pricing) and a full set of process controls.
Cross functional teams formed w ith other lines of business to reduce "Front End Errors" and privide more timely billing data.
Dynamic Pre-Bill
Effectiveness metric established and achieved at completing 95% of all billing errors w ithin 3 business days
Employees are acountable for their individual contribution by having a balanced scorecard.
Extensive cross training among billing clerks
Focus on key performance indicators
Guaranteed monthly billing
Internet billing
of cust orders for usage w ith no responsible party
Our most interesting w ork practice in the area of domestic accounts is the daily allocation of w ork volume. Pending w ork is analyzed daily and matched w ith
(cotinued in Notes)
Our test billing process is an excellent w ay to verify the bills before the actual production nightly run of billing. This catches errors prior to them occurring in
production.,
Payment options
Rate and Billing options, communications and services offered to customers under one Energy Choice program.
Six Sigma approach to processes
Special Handling Invoices
Source/Calculation: AW.5.1
Year: 2004
Final Report
1178
50326
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Billing: Support
Competitive Advantage In Billing
Q: What do you consider to be your competitive advantage in billing?
A system that has the flexibility to automate many activities and clearly identifies w ork volumes and completion
Ability to modify system to accommodate regulatory mandates.
Able to bill for different commodities w hether regulated or no regulated.
Accuracy & Timeliness
ACCURATE AND TIMELY BILLING
Accurate and timely billing
Attempt to be proactive and chatch/correct errors before they occure, our improvement on follow -up, and the tenure/know ledge of our employees.
automatic w ork distribution to employees
Billing Expert System used for interval billing for large commercial customers.
Currently our billing system is able to handle any type of billing that is offered to the customer. Solar, Green, Regular Billing, Group Billing.
High-level skill sets of employees to address exceptions and maintain accuracy and billing timeliness.
Internet billing
Long term know ledge w ith veteran employees
Low cost, high complexity rate management, system stability, data model flexability.
Name recognition.
Our competive advantage is the segregation of accounts by complexity allow s us to effectively manage our billing department. We have been able to instill a
production oriented mindset in for (continued in Notes)
Our many payment options
process efficiencies gained through the use of Six Sigma
Real time billing information
Same day billing, auto reread function
The ability to design, test, and implement Regulatory Mandated Programs in an accurate and timely manner.
The accuracy of meter reading and prebill operations
The group billing (summary billing) option that w e have ; E-mailing the commercial/industrial bills directly to the customer.,
Tracker Work Management Tool
Tracker Work Management tool
We have many processes automated so w e are able to focus on high level issues.
Source/Calculation: AW.6.1
Year: 2004
Final Report
1179
100841
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Focus Area: Options/Bill Design
(###) Report Viewer Record Number
Pg. 1180.
Pg. 1181.
Pg. 1182.
Pg. 1182.1.
Pg. 1183.
Pg. 1183.1.
Pg. 1184.
Pg. 1184.1.
Section Contents
(164) Custom Billing Options Offered - As A Percent of Total Bills Issued
(165) Offer Opportunity To a Customer To Choose His Billing Date (166) Billing Services Offered to Commercial and Industrial Customers (167) Billing Services Offered to Commercial and Industrial Customers (Cont.) (168) Billing Services C&I Customers Are Most Likely Looking For - In the Next 2 Years
(169) Billing Services C&I Customers Are Most Likely Looking For (Cont.) - In the Next 2 Years
(170) Size of Bill Statement (171) Size of Bill Statement (Cont.) -
XII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Options/Bill Design
Custom Billing Options Offered
As A Percent of Total Bills Issued
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
9.5%
104.1% => 9.7%
9.7% => 4.3%
4.3% => 0.5%
0.5% => 0.0%
Custom Bills per Total Bills
120.0%
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
6
1
2
1
3
3
2
3
1
7
1
7
8
4
3
8
2
6
2
2
4
4
9
4
5
1
8
3
0
4
7
2
3
3
7
2
5
3
9
1
2
2
4
1
2
7
2
9
4
0
3
4
4
8
2
8
2
0
1
0
5
4
2
1
6
3
1
5
1
9
Average
Provided On A Disk
Convergent Billing
Comparison of Usage From Facilities To Track Usage History
Large Print
Consolidated
Braille
Time-of-Use
Bills Posted to Internet Site
Internet
Balance Billing
Summary
Other
Source/Calculation: AX.2.5/SUM{AQ.2}
Year: 2004
Final Report
1180
Calculation shown is for the first piece of the stacked bar only.
213
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Options/Bill Design
Offer Opportunity To a Customer To Choose His Billing Date
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
15.2%
2. No:
84.8%
Source/Calculation: AX.3.1
Year: 2004
Final Report
1181
60225
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Options/Bill Design
Billing Services Offered to Commercial and Industrial Customers
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Do Not Offer:
Percent
2.9%
2. Consolidated Bill:
50.0%
3. Comparison of Usage From
Facilities To Track Usage History:
4. Time-of-Use:
17.6%
70.6%
5. Convergent Billing:
8.8%
6. Choice of Billing Date:
20.6%
7. Internet Bill Presentment:
50.0%
8. Internet Bill Payment:
50.0%
9. Electronic Data Interchange:
50.0%
10. Summary Billing:
61.8%
11. CD/Disk:
5.9%
99. Other:
14.7%
Source/Calculation: AX.4.1
Year: 2004
Final Report
1182
100846
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Options/Bill Design
Billing Services Offered to Commercial and Industrial Customers
(Cont.)
Q: What billing services do you offer your Commercial and Industrial customers?
Billing information in a file via FTP
emailing of the invoice for commercial/industrial bills
Internet presentation of load management for interval customers
Internet usage and bill stats (blance etc)
The checked boxes are for small commercial customers, not large C&I
Source/Calculation: AX.4.99
Year: 2004
Final Report
1182.1
100848
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Options/Bill Design
Billing Services C&I Customers Are Most Likely Looking For
In the Next 2 Years
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Consolidated Bill:
Percent
7.4%
2. Comparison of Usage From
Facilities To Track Usage History:
3. Time-of-Use:
29.6%
0.0%
4. Convergent Billing:
0.0%
5. Choice of Billing Date:
33.3%
6. Internet Bill Presentment:
37.0%
7. Internet Bill Payment:
33.3%
8. Electronic Data Interchange:
33.3%
99. Other:
11.1%
Source/Calculation: AX.5.1
Year: 2004
Final Report
1183
100847
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Options/Bill Design
Billing Services C&I Customers Are Most Likely Looking For
(Cont.)
In the Next 2 Years
Q: For those billing services that you DO NOT offer your C&I customers in AW.4, which one (most important) are your C&I customers looking for or most likely to look for yo
Pay for other services on their bill, i.e. classes
We provide internet bill presentment and bill payment to our residential and small commercial customers only at this point in time.
Source/Calculation: AX.5.99
Year: 2004
Final Report
1183.1
100849
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Options/Bill Design
Size of Bill Statement
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Approximately 3x5 inches:
Percent
3.0%
2. Approximately 8x11 inches:
57.6%
99. Other:
42.4%
Source/Calculation: AX.6.1
Year: 2004
Final Report
1184
100851
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Options/Bill Design
Size of Bill Statement (Cont.)
Q: What is the size of your bill statement?
6 3/4 " X 10 "
6.38 x 11 inches
6.5 x 11 inches
6.75 X 11
6-11/16 x 11
7 1/4 " x 11"
7 by 11
7 x 11 inches
7 x 11 inches
7x11
7x12"
CIS bill is 6 1/2 x 11 inches
Tw o billing systems - each w ith different bill statement sizes
8x11 - Generated from the KCS (primary) billing system
7 11 bill
t df
th CSB (
d ) billi
t
Source/Calculation: AX.6.99
Year: 2004
Final Report
1184.1
100855
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Focus Area: Billing Complexity
(###) Report Viewer Record Number
Pg. 1185.
Pg. 1186.
Pg. 1187.
Pg. 1188.
Pg. 1188.1.
Pg. 1189.
Pg. 1190.
Pg. 1190.1.
Section Contents
(173) Different Electric Distribution Rates Currently Offered (174) Plans To Consolidate Distribution Rates Into Fewer Different Ones (175) CIS Capable To Bill All of Your Existing Distribution Rates - Or Are There Manual Billing Processes In Place
(176) Factors Affecting the Number of Rates (177) Factors Affecting the Number of Rates (Cont.) (178) Critical Issues Facing Billing (179) Number of Different Gas Distribution Rates Currently Offered (180) Number of Different Gas Distribution Rates Currently Offered (Cont.) -
XIII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing Complexity
Different Electric Distribution Rates Currently Offered
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
72.6
5.0 <= 19.3
19.3 <= 38.5
38.5 <= 62.0
62.0 <= 763.0
Rates
800.0
700.0
600.0
500.0
400.0
300.0
200.0
100.0
0.0
3
7
3
4
1
9
2
6
3
1
4
1
6
8
2
7
7
2
3
2
8
1
3
1
Residential
4
4
7
2
1
7
Commercial
4
8
2
2
3
0
3
2
3
8
Industrial
1
6
2
4
2
5
2
0
1
0
5
1
2
4
2
4
5
3
9
2
9
4
9
3
1
5
4
0
1
8
Other
Source/Calculation: AY.2.1
Year: 2004
Final Report
1185
Calculation shown is for the first piece of the stacked bar only.
6012
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing Complexity
Plans To Consolidate Distribution Rates Into Fewer Different
Ones
Q: Do you have any plans to consolidate your distribution rates into fewer different ones?
For elec, w e are not planning to reduce the variety of charges that can be used to collect distribution revenue requirements. We hope to reduce the number of
optional schedules in Phase 2 of its GRC. No plans to reduce gas rates.
no
NO
No
no
No
No
NO
No
No
No
no
no
No
No
No
No plans
No plans
no, We are operating under capped rates until December 31, 2010. We have no plans to consolidate the rate schedules prior to the end of the capped rate period.
No.
No.
No. California's current push of Demand Reduction Programs w ill continue to force SDG&E into creating new and unique rates to meet the customers' needs.
None
Prohibited under rate caps
Under review for next rate ordinance change
Yes, but rates are frozen until 2006
Source/Calculation: AY.3.1
Year: 2004
Final Report
1186
6071
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing Complexity
CIS Capable To Bill All of Your Existing Distribution Rates
Or Are There Manual Billing Processes In Place
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. CIS can handle all rate
structures:
2. Manual processes are used
for some bills:
Percent
33.3%
66.7%
Source/Calculation: AY.4.1
Year: 2004
Final Report
1187
6057
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing Complexity
Factors Affecting the Number of Rates
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Multiple Commodity:
Percent
32.4%
2. Deregulation:
41.2%
3. Multiple Jurisdictions:
50.0%
4. Multiple Tiers:
70.6%
5. Special Rates (security lights,
electric w ater heaters, etc.):
99. Other:
64.7%
32.4%
Source/Calculation: AY.5.1
Year: 2004
Final Report
1188
100850
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing Complexity
Factors Affecting the Number of Rates (Cont.)
Q: What factors affect the number of rates?
Agreements w ith state agencies
Agreements w ith state agencies
Contractual Agreements
Delivery sercie and/or gas cost rate negotiability
different types of agricultural customers
Maximum demand, TOU, vairable pricing, real time pricing, church and/or charitable institutions
Private Area Lighting.
Regulation
REGULATORY REQUIREMENTS
SPECIAL CONTRACTS
Summer/w inter rates, volume of usage
Source/Calculation: AY.5.99
Year: 2004
Final Report
1188.1
100852
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing Complexity
Critical Issues Facing Billing
Q: What critical issues is Billing facing?
Automated Metering Infrastructure Program (AMI), Sarbanes-Oxley Act, rate design changes, increased amount of Demand Reduction Programs, maintaining high
levels of accuracy and timeliness.
Bill presentation and bill payment
Billing Engine keeping pace w ith differnt meter reading technology. Possible deregulation.
Budget constraints
Budget constriants
COMPLEX ELECTRIC HOURLY BILLING, NET-METERING, UNBUNDLING OF GAS AND ELECTRIC
Consolidation of multiple commodoties into one organization
consolidation of multiple commodoties into one organization
Conversion to new system
Cost to implement new rate structures / increasing Postage costs / vendors w anting to pass along their increased operating costs in product costs
Customer Choice/Deregulation
Due to deregulation - rates are continuously changing and CIS nees to be able to correctly bill various scenarious, including accounts w ith suppliers.
Due to deregulation, rate structures are becoming more complex (i.e. Green attributes and hourly pricing)
Future regulatory requirements.
High Costs of Gas
Hourly Pricing
Improving our interface w ith the customer in a more electronic-oriented environment w hile realizing the need to maintain "paper" bills for some indefinite period. Ou
online service functionality is not adequately (continues in Note)
managing all different billing rates and meter types
No particular issue
None
None
None
None
Potential postage increases for 2006. Advanced metering Technology for all customers. Potential Community Choice Aggregation. Uncertain regulatory environme
and the short time to prepare and program for billing.
Source/Calculation: AY.6.1
Year: 2004
Final Report
1189
100856
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing Complexity
Number of Different Gas Distribution Rates Currently Offered
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
-
-
-
-
-
-
2
-
-
1
-
-
2
-
1
0
-
-
1
1
-
-
-
5
-
-
-
2
-
-
2 6
-
-
-
-
-
-
6
-
-
1
-
-
1
6
-
1
9
-
-
9
-
-
-
9
-
-
-
1 1
8 2
-
-
-
-
-
-
-
-
6
-
-
1
-
-
1
6
-
1
4
-
-
2
3
-
-
-
3
5
-
-
-
1
8
8
-
-
-
-
-
-
-
-
-
-
2
2
8
-
-
1
-
8
-
-
-
-
-
-
-
-
-
-
-
-
Average
1. Residential:
1
8
-
-
-
2
-
-
6
0
9
7
1 2
9 7
-
-
-
1
4
-
-
5
5
16
-
7
1 1
9 5
-
-
-
1
4
-
-
2
0
15
-
-
-
2
5
-
-
-
-
-
-
-
66
2. Commercial:
3. Industrial:
99. Other:
-
Source/Calculation: AY.7.1
Year: 2004
Final Report
1190
100857
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing Complexity
Number of Different Gas Distribution Rates Currently Offered
(Cont.)
Q: How many different Gas distribution rates do you currently offer for the following customer types?
Gas Lighting
SPECIAL CONTRACTS
Transportation
Source/Calculation: AY.7.99
Year: 2004
Final Report
1190.1
100853
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Focus Area: Billing for Work Done at The Expense of Others
(###) Report Viewer Record Number
Pg. 1192.
Pg. 1193.
Pg. 1194.
Pg. 1195.
Pg. 1196.
Pg. 1197.
Pg. 1198.
Pg. 1200.
(182)
(183)
(184)
(185)
(186)
(187)
(188)
(189)
Section Contents
Work Done at the Expense of Others Bill and/or Invoice Preparation Work Done at the Expense of Others Bill and/or Invoice Preparation Method Employees Preparing and Tracking Invoices for "Work Done at the Expense of Others" - FTEs Per 100,000 Adjusted Customers
Percent of Time Used Total Value of "Work Done at the Expense of Others" Last Year - Per Adjusted Customer
Total Work Done at Expense of Others Aging of the Unbilled Amount Regulatory Guidelines for Billing Process -
XIV
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing for Work Done at The Expense of Others
Work Done at the Expense of Others Bill and/or Invoice
Preparation
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
43.5%
2. No:
56.5%
Source/Calculation: AZ.2.1
Year: 2004
Final Report
1192
1000484
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing for Work Done at The Expense of Others
Work Done at the Expense of Others Bill and/or Invoice
Preparation Method
Q: If you do not prepare bills and/ or invoices for Utility Distribution " Work Done at the Expense of Others" , how is this done in your company?
It is calculated and inputted by the Market Development Group
Prepared by department in Distribution Operations of Field Service.
Small group of 8 people know n as Asset Revenue Cycles Services that report to the Director of Revenue Cycle Services. Bill for major E&G state highw ay
construction relocation and renew al projects.
Some monies are collected by our district offices and not billied by special billing. The customer is sent an agreement that is signed & returned w ith their payment
before w ork commences. Payments are posted as a contribution in aid of construction.
The billins is done in the Accounting Group
This is done through our Sundry Billing processing.
Unsure - billed through Peoplesoft Systems now .
Utility Services for Electric and Water
Source/Calculation: AZ.3.1
Year: 2004
Final Report
1193
1000485
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing for Work Done at The Expense of Others
Employees Preparing and Tracking Invoices for "Work Done at
the Expense of Others"
FTEs Per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.0
0.0 <= 0.2
0.2 <= 0.3
0.3 <= 0.4
0.4 <= 6.3
FTEs per 100,000 Adjusted Customers
7.0
6.0
5.0
4.0
3.0
2.0
1.0
0.0
1
3
2
6
3
1
3
2
7
1
2
1
6
1
7
2
3
2
4
1
8
2
5
3
0
6
2
7
4
0
1
9
Part Time
1
5
3
2
Full Time
2
2
4
8
4
3
8
2
8
4
9
3
4
2
9
3
9
4
5
4
2
4
7
1
4
1
5
1
0
3
7
2
0
8
Temporary
Source/Calculation: AZ.4.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)AY.2.99
Final Report
1194
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000486
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing for Work Done at The Expense of Others
Percent of Time Used
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.0
0.0 <= 0.2
0.2 <= 0.3
0.3 <= 0.4
0.4 <= 6.3
Question
1 2 3 4 5 6 7 8
1. Billing and Invoicing :
-
-
-
-
-
8
- 0 %
-
-
-
-
-
-
2. Follow up Collections :
2
0 %
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1
1
7 8
0
- 0
- 5 0 0
%
% %
%
-
-
1
%
2 2
5 0 % %
-
-
-
-
5 0
% %
1
%
9
- 5 %
-
-
1
8
0
0
- 0
%
0
%
%
5
%
-
-
-
-
2
0 %
-
0
%
Average:
-
-
-
-
-
-
-
-
62%
-
-
-
-
-
-
-
-
11%
Source/Calculation: AZ.5.1
Year: 2004
Final Report
1195
1000487
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing for Work Done at The Expense of Others
Total Value of "Work Done at the Expense of Others" Last Year
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$24.87
$0.50 <= $7.12
$7.12 <= $16.77
$16.77 <= $38.09
$38.09 <= $67.05
$70.00
$
5
8
.
8
7
$60.00
$
6
7
.
0
5
$50.00
$
3
8
.
0
9
$40.00
$30.00
$
1
6
.
7
7
$20.00
$10.00
$
0
.
5
0
$
2
.
9
0
$
7
.
1
2
$
2
4
.
4
0
$
8
.
1
3
$0.00
2
6
1
2
1
3
7
2
3
3
1
1
6
3
2
1
7
2
7
2
3
4
5
6
8
1
0
1
5
1
8
1
9
2
0
2
2
1
2
5
4
9
2
8
2
9
3
0
3
4
3
7
3
8
3
9
4
0
4
1
4
2
4
5
4
7
4
8
2
4
Source/Calculation: AZ.6.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1196
1000488
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing for Work Done at The Expense of Others
Total Work Done at Expense of Others
Question
1 2 3 4 5 6 7 8
1. Percent Invoiced and Billed:
2. Percent of Billed Amount that
w as Collected:
-
-
-
-
9
- 2 %
-
-
-
-
-
8
- 0 %
-
-
-
-
-
-
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1
9
8 9
0
- 8
- 2 7 0
%
% %
%
1
9
8 8
0
- 0
- 5 7 0
%
% %
%
3. Percent of Left Unbilled :
8
%
-
2 0
% %
1
3
8
%
%
-
-
-
-
-
-
1
0
0
%
1
0
0
%
-
0
%
-
1
7
0
- 9
0
%
%
-
-
-
-
-
-
-
-
-
-
92%
-
-
-
8
0 %
-
-
-
-
-
-
-
-
-
-
-
90%
-
-
-
2
0
1
%
%
-
-
-
-
-
-
-
-
-
-
7%
8
- 0 %
-
1
0
0
%
-
-
-
Average:
Source/Calculation: AZ.7.1
Year: 2004
Final Report
1197
1000489
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing for Work Done at The Expense of Others
Aging of the Unbilled Amount
Percent
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
1
2
1
6
2
6
3
1
7
2
7
2
8
2
9
3
0
3
2
4
9
Under 90 Days
3
9
3
4
4
0
4
1
4
2
4
5
4
7
Betw een 90-180 Days
4
8
1
3
7
6
3
8
2
5
2
Betw een 180-360 Days
3
5
8
1
0
1
3
2
3
4
2
4
2
2
2
0
1
9
1
8
1
7
1
5
Over 360 Days
Source/Calculation: AZ.8.1
Year: 2004
Final Report
1198
Calculation shown is for the first piece of the stacked bar only.
1000490
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Billing for Work Done at The Expense of Others
Regulatory Guidelines for Billing Process
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
87.5%
2. No:
12.5%
Source/Calculation: AZ.10.1
Year: 2004
Final Report
1200
1000492
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Focus Area: Claims Processing
(###) Report Viewer Record Number
Pg. 1201.
Pg. 1202.
Pg. 1203.
Pg. 1204.
Pg. 1205.
Pg. 1206.
Pg. 1206.1.
Pg. 1207.
Pg. 1208.
Pg. 1209.
Pg. 1209.
Pg. 1210.
Pg. 1211.
Pg. 1212.
Section Contents
(191) Location of Claim Processing Unit - When Company is Defender
(192) Location of Unit Responsible for Claim Processing - When Customer is Defender
(193) Centralized Activity (194) 1st Steps in Claim Dealing: Legal or Commercial Process (195) Claims Received or Initiated - Per 1,000 Adjusted Customer
(196) Performance Measures Tracking (197) Performance Measures Tracking (Cont.) (198) Amount of Claims Paid as Percent of Amount Requested (199) Employees Working on Claims Activities - FTEs Per 100,000 Adjusted Customers
(200) Claims Processing Annual Expense - Per Claim Processed
(201) Claims Processing Annual Expense - Per Adjusted Customer
(202) Claims Processing Cost (203) Days Between Incident and Utility Bill Issued - Working Days
(204) Claims Abandoned by Defending Customer -
XV
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Location of Claim Processing Unit
When Company is Defender
Q: Where is the unit responsible for claim processing in your organization?
11 Service Center Locations
Both
City Attorney
Claims
Claims - Corporate Affairs
Claims department vaious locations.
Claims Dept
Cleveland, OH and Pittsburgh, PA
Controller
Controller
Finance Divison - Human Resources handles Workman's Compensation
General counsel
Law
Legal Services
Legal Services
Legal Services
One unit in every territory served
Pow er Delivery (distribution and transmission)
Revenue Managment/Legal
Revenue Protection and Claims
Richmond, VA
Risk Management Wires
Within the Finance and Customer Support department
Source/Calculation: BA.2.1
Year: 2004
Final Report
1201
1000388
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Location of Unit Responsible for Claim Processing
When Customer is Defender
Q: Where is the unit responsible for claim processing in your organization?
5 Service Center Locations
Billing (Information is gathered and forw arded to Billing for invoicing)
Both
City Attorney
Claims
Claims - corporate Affairs
Claims Dept
Cleveland, OH
Controller
Controller
Customer service and revenue (under the VP)
Finance Division
Law
Legal Services
Legal Services
One unit in every territory served
Revenue Accounting department, Syracuse, NY
Revenue Management
Revenue Protection and Claims,
Richmond, VA
Risk Management Wires
Special Billing / Revenue Management under Pow er Delivery Customer Care
Source/Calculation: BA.2.2
Year: 2004
Final Report
1202
1000576
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Centralized Activity
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes, When company is the
defendor:
2. Yes, When customer is the
defendor:
3. No, decentralized for both:
Percent
78.3%
78.3%
17.4%
Source/Calculation: BA.3.1
Year: 2004
Final Report
1203
1000389
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
1st Steps in Claim Dealing: Legal or Commercial Process
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. When company is the
defendor - Legal:
2. When company is the
defendor - Commercial:
3. When customer is the
defendor - Legal:
4. When customer is the
defendor - Commercial:
Percent
56.5%
56.5%
47.8%
56.5%
Source/Calculation: BA.4.1
Year: 2004
Final Report
1204
1000390
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Claims Received or Initiated
Per 1,000 Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
2.8
0.2 <= 1.7
1.7 <= 2.6
2.6 <= 4.0
4.0 <= 5.2
Claims Per 1,000 Adjusted Customer
6.0
5.0
4.0
3.0
2.0
1.0
0.0
2
2
4
1
1
8
1
9
2
6
4
9
2
4
2
8
3
7
3
8
7
4
7
1
7
2
5
3
4
3
2
1
6
1
3
2
Claims w here company is defendor
2
7
1
8
4
2
3
3
0
6
4
0
1
5
3
1
4
8
2
0
2
9
3
9
4
5
4
2
1
2
5
1
0
3
Claims w here customer is defendor
Source/Calculation: BA.5.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/1000)
Year: 2004
Final Report
1205
Calculation shown is for the first piece of the stacked bar only.
1000391
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Performance Measures Tracking
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Delays:
Percent
52.6%
2. Cycle time:
63.2%
3. % of claims escalated to a
judge:
4. % of Cost vs. Collections :
21.1%
57.9%
5. % of judgments
unpaid/uncollectible :
99. Other:
26.3%
42.1%
Source/Calculation: BA.6.1
Year: 2004
Final Report
1206
1000392
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Performance Measures Tracking (Cont.)
Q: What performance measures do you track?
% collected on closed cases
% collected on closed claims
% Paid, Collected, $ paid and collected
Avg. Cost per claim, total incurred by year of loss, freq. ananylsis: by loss code, by avg. incurred, by largest. Bill Accuracy, % of claims w hereby damagers is
identified, uncollectable claims as % of net billings, delinquency %, unbilled dollars.
Collections / Liability payments
Customer Feedback
Number of Claims Handled
Open/closed/pending stats
Source/Calculation: BA.6.99
Year: 2004
Final Report
1206.1
1000650
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Amount of Claims Paid as Percent of Amount Requested
Question
1 2 3 4 5 6 7 8
1. Percent Paid on Claims:
2. Percent of Dollars collected
vs. Dollars billed :
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
4
5 %
-
-
-
-
-
-
-
-
-
-
-
9
2 %
-
-
-
-
-
-
-
-
-
-
-
1
4
0
- 0
0
%
%
1
9
0
- 5
0
%
%
Average:
-
-
-
2 6 9 9
7 4 0 0 % % % %
-
-
2 6
8
5 9
%
% %
-
-
3
0 %
-
7
0 %
-
55%
-
-
8 8 8 7 8
0 5 6 8 7 % % % % %
-
-
8 8 3
5 7 7 % % %
-
-
-
-
6
0 %
-
81%
-
Source/Calculation: BA.7.1
Year: 2004
Final Report
1207
1000393
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Employees Working on Claims Activities
FTEs Per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.92
0.18 <= 0.56
0.56 <= 0.74
0.74 <= 1.04
1.04 <= 3.68
FTEs Per 100,000 Adjusted Customers
4.00
3.50
3.00
2.50
2.00
1.50
1.00
0.50
0.00
4
9
1
8
3
2
3
8
1
9
4
1
2
2
2
6
2
7
2
8
3
7
7
1
2
5
1
3
1
6
2
4
4
7
2
Where Company is Defendor
1
7
4
8
3
4
2
9
4
2
3
3
0
6
4
0
1
5
3
1
8
2
0
3
9
4
5
4
2
1
2
5
1
0
3
Where Customer is Defendor
Source/Calculation: BA.8.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2004
Final Report
1208
Calculation shown is for the first piece of the stacked bar only.
1000394
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Claims Processing Annual Expense
Per Claim Processed
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$196.45
$78.15 <= $139.23
$139.23 <= $174.88
$174.88 <= $251.61
$251.61 <= $367.55
Cost per Adjusted Customer
$400.00
$350.00
$300.00
$250.00
$200.00
$150.00
$100.00
$
7
8
.
1
5
$
9
2
.
9
3
$
1
3
4
.
4
7
$
1
5
3
.
4
9
$
1
5
4
.
2
9
3
8
2
8
$
1
9
5
.
4
7
$
2
0
8
.
2
0
$
2
6
6
.
0
8
$
3
1
3
.
9
1
$
3
6
7
.
5
5
$50.00
$0.00
1
3
4
9
1
9
1
6
2
4
7
3
7
1
7
2
5
3
4
5
6
7
8
1
0
1
2
1
5
1
8
2
0
2
2
1
2
4
4
8
2
6
2
7
2
9
3
0
3
1
3
2
3
4
3
9
4
0
4
1
4
2
4
5
2
3
Source/Calculation: SUM{BA.9}/SUM{BA.5}
Year: 2004
Final Report
1209
1000649
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Claims Processing Annual Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.58
$0.15 <= $0.34
$0.34 <= $0.54
$0.54 <= $0.84
$0.84 <= $1.11
Cost per Adjusted Customer
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
4
9
1
9
2
8
1
3
3
8
3
7
4
7
1
6
2
1
7
2
4
4
2
3
1
8
2
5
3
0
6
2
7
4
0
1
5
3
2
2
4
8
3
1
7
2
0
3
2
2
6
3
4
2
9
3
9
4
5
4
2
Direct Labor Expense
Materials
Facilities
Other
Payroll Taxes
Telephone Service Charges
Vehicles
Breakdow n Unavailable
Contract Employee
3rd Party Contractor
Technology
1
2
1
4
1
5
1
0
8
Source/Calculation: (BA.9.1+BA.9.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1209
Calculation shown is for the first piece of the stacked bar only.
1000395
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Claims Processing Cost
Percent
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
1
3
7
1
9
3
7
1
7
4
1
3
8
4
9
3
4
1
6
2
8
2
7
3
9
4
2
Cost w hen company is defendor
4
8
4
7
4
5
1
3
2
3
1
3
0
2
9
4
Cost w hen customer is defendor
4
0
2
2
6
3
5
6
8
1
0
2
3
2
4
1
2
2
2
2
0
1
5
2
5
1
8
Other
Source/Calculation: BA.10.1
Year: 2004
Final Report
1210
Calculation shown is for the first piece of the stacked bar only.
1000396
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Days Between Incident and Utility Bill Issued
Working Days
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
66.4
7.0 <= 30.0
30.0 <= 60.0
60.0 <= 86.3
86.3 <= 171.0
Working Days
180.0
1
7
1
.
0
160.0
1
2
0
.
0
140.0
1
2
5
.
0
120.0
100.0
7
8
.
0
80.0
60.0
40.0
20.0
7
.
0
1
9
.
0
2
0
.
0
1
9
2
8
3
0
.
0
3
0
.
0
2
7
1
3
3
8
.
0
4
5
.
0
8
1
.
0
8
6
.
0
8
6
.
6
3
2
3
4
6
0
.
0
0.0
4
1
2
5
3
7
1
6
3
8
4
9
2
4
4
7
1
7
2
0
2
3
4
5
6
7
8
1
0
1
2
1
1
8
4
8
2
2
2
3
2
6
2
9
3
0
3
1
3
9
4
0
4
2
4
5
1
5
Source/Calculation: BA.11.1
Year: 2004
Final Report
1211
1000397
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Claims Processing
Claims Abandoned by Defending Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
19%
1% <= 9%
9% <= 15%
15% <= 22%
22% <= 75%
80%
7
5
%
70%
60%
50%
3
6
%
40%
30%
20%
10%
5
%
6
%
2
8
3
8
8
%
1
0
%
1
0
%
1
9
1
1
4
%
1
6
%
1
8
%
2
0
%
2
2
%
2
7
%
1
%
0%
4
1
4
9
3
7
1
6
1
3
2
7
4
7
1
7
3
2
7
2
4
3
4
5
6
8
1
0
1
2
1
5
1
8
2
0
2
2
3
4
8
2
5
2
6
2
9
3
0
3
1
3
4
3
9
4
0
4
2
4
5
2
2
Source/Calculation: BA.12.1
Year: 2004
Final Report
1212
1000398
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Payment Processing
(###) Report Viewer Record Number
Pg. 1213.
Pg. 1214.
Pg. 1214.1.
Pg. 1214.2.
Pg. 1215.
Pg. 1215.1.
Pg. 1216.
Pg. 1217.
Pg. 1218.
Pg. 1218.1.
Pg. 1219.
Pg. 1221.
Pg. 1222.
Pg. 1223.
Pg. 1225.
Pg. 1226.
Pg. 1227.
Pg. 1228.
Pg. 1229.
Pg. 1230.
Pg. 1230.1.
Pg. 1231.
Pg. 1232.
Pg. 1233.
Pg. 1234.
Pg. 1235.
Pg. 1236.
Pg. 1237.
Pg. 1238.
Pg. 1239.
Pg. 1240.
Pg. 1241.
Pg. 1242.
Pg. 1243.
Pg. 1244.
Pg. 1245.
Section Contents
(208) Total Payment Services Expense - Per Adjusted Customer
(209) Total Payment Services Expense - Per Customer
(210) Total Payment Services Expenditure (Including Pensions & Benefits) - Per Adjusted Customer
(211) Total Payment Services Expenditure (Including Pensions & Benefits) - Per Customer
(212) Payment Processing, Local Office & Pay Station Expense - Per Adjusted Customer
(213) Payment Processing, Local Office & Pay Station Expense - Per Customer
(214) Payment Processing, Local Office & Pay Station Expense - Per Payment Processed
(215) Total Payment Services Expense Allocated to Each Commodity - Per Adjusted Customer
(216) Total Payment Services Expense Allocated to Each Commodity - Per Customer
(217) Payment Processing Expense - Per Customer
(218) Payment Processing Expense - Per Adjusted Customers
(219) Payment Processing Expense - Per Payment Received
(220) Payment Processing Expense (Including Pensions & Benefits) - Per Adjusted Customers
(221) Total Payment Processing Expense - By Type
(222) Central Payment Processing Expense - Per Non-Local Office Payments Processed
(223) Payment Services Support Expense - Per Adjusted Customer
(224) Payment Services Support Expense - Per Customer
(225) Company Payment Processing Staffing Level - FTEs per 100,000 Adjusted Customers
(226) Company Payment Processing Staffing Level - FTEs per 100,000 Customers
(227) Organizational Unit Providing Payment Processing (228) Organizational Unit Providing Payment Processing (Cont.) (229) Customer Payment Methods - Methods of Receiving Payments
(230) Electronic Payment Methods - Percent of Customer Payments Received Electronically
(231) Remittance Processing - Methods of Payment Processing
(232) Payment Agency Processing - Percent of Payments Processed by Payment Agencies
(233) Days Between Bill Mailing and Payment Posting - Average Number of Calendar Days
(234) Cost for Payment Processing Contracting - Expense Per Transaction
(235) Centralized Payment Processing Method Used - Payments Processed by Each Method
(236) Image Processing Hardware Manufacturer (237) Remittance Funds Processing - Hours to Post Payment to Account
(238) Remittance Funds Processing - Hours to Post Payment to Account
(239) Hours Elapsed Between Receipt of Customer Payment and Deposit To The Bank (240) Daily Payments Processed (241) Balanced Billing Customers - Using Electronic Payment Methods
(242) Goals For Changes In the Usage of Different Payment Options (243) Sucessful Initiatives To Change Usage of Different Payment Options ©2005 PA Consulting Group, All Rights Reserved
XVI
2005 Customer Service Final Report - Bill & Payment
Payment Processing
(###) Report Viewer Record Number
Pg. 1246.
Pg. 1247.
Pg. 1248.
Pg. 1249.
Pg. 1250.
Pg. 1252.
Pg. 1253.
Pg. 1254.
Pg. 1255.
Pg. 1256.
Pg. 1257.
Pg. 1258.
Pg. 1259.
Pg. 1259.1.
Pg. 1260.
Pg. 1261.
Pg. 1261.1.
Pg. 1262.
Pg. 1263.
Pg. 1264.
Pg. 1265.
Pg. 1266.
Pg. 1267.
Pg. 1268.
Pg. 1269.
Pg. 1270.
Pg. 1270.1.
Pg. 1271.
Pg. 1272.
Pg. 1272.1.
Pg. 1273.
Pg. 1274.
Pg. 1276.
Pg. 1277.
Pg. 1278.
Pg. 1279.
Section Contents
(244) Changing Customer Payment Patterns To Reduce Mail and Walk-In Payments (245) Percentage of Credit Card Payment "Reversals" Last Year (246) Percentage of Returned Checks Last Year (247) Standard Returned-Check Fee (248) Percent of Payments Investigated or Given Special Handling - Rather Than Directly Posted
(249) Cost Per Check of Processing a Returned Check (250) Financial Impact of Returned Checks and Additional Bank Fees - To the Overall Expense of a Specific Payment Option
(251) Payments Receiving Special Handling - Where Were They Received
(252) Unpostable Payments As a Percent of Revenues (253) Average "Age" of Unpostable Payments - 10 Days or Older
(254) Unpostables Required To Be Surrendered To The State - On An Annual Basis
(255) Vendor for Credit Card Payments - Transaction Fee Charged to the Customer By the Vendor
(256) Method Used to Track Customer Payment Data (257) Method Used to Track Customer Payment Data (Cont.) (258) Calendar Days Small Business Customers Have to Pay Their Bill (259) Payment Options Offered to Customers (260) Payment Options Offered to Customers (Cont.) (261) Last Payment Option Added (262) Payment Options Being Implemented (263) Payment Options No Longer Using (264) Program Guidelines for Payment Option - Credit Cards
(265) Program Guidelines for Payment Option - Debit Card
(266) Program Guidelines for Payment Option - Other
(267) Basis Used for Promoting One Payment Option Over Another Payment Option (268) Expense/Benefit Analysis for Payment Options - Including Any Cash Flow Studies
(269) Method Used to Measure Customer Satisfaction for Payment Options (270) Method Used to Measure Customer Satisfaction for Payment Options (Cont.) (271) Spend on Promoting Electronic Payment - Per Adjusted Customer
(272) Method Used to Promote Payment Options (273) Method Used to Promote Payment Options (Cont.) (274) Use of Credit Card Option Approved By the Governing State Regulatory Agency (275) Credit Card Tariff Approved by Regulatory Body (276) Customers Can Select Payment Due Date (277) Accessibility of Funds After Bank Deposit (278) Additional Fees Charged to Credit-Card Payments (279) Payments Deposited Daily in Bank ©2005 PA Consulting Group, All Rights Reserved
XVII
2005 Customer Service Final Report - Bill & Payment
Payment Processing
(###) Report Viewer Record Number
Pg. 1280.
Pg. 1281.
Section Contents
(280) Payments with Processing Errors (281) Average Turnaround Time to Correct an Error -
XVIII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Total Payment Services Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.30
$0.29 <= $1.23
$1.23 <= $1.77
$1.77 <= $2.50
$2.50 <= $8.43
Expense Per Adjusted Customer
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
2
9
3
0
2
5
1
8
1
2
3
2
1
5
7
8
1
0
2
3
4
7
4
5
2
6
4
0
3
1
3
8
6
1
3
9
2
8
2
4
4
3
4
5
1
3
1
6
1
7
4
9
2
7
2
3
7
2
2
1
9
3
4
1
4
2
Direct Labor Expense
Materials
Printing Expense
Facilities
Other
Payroll Taxes
Telephone Service Charges
Bank Charges
Vehicles
Breakdow n Unavailable
Contract Employee
Postage
3rd Party Contractor
Technology
2
0
4
8
Source/Calculation: (B.32.1+B.32.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1213
Calculation shown is for the first piece of the stacked bar only.
1000400
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Total Payment Services Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.60
$0.29 <= $1.52
$1.52 <= $2.06
$2.06 <= $2.57
$2.57 <= $8.43
Expense Per Customer
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
2
9
3
0
2
5
1
8
1
2
3
2
2
3
4
7
4
5
1
5
4
0
8
1
0
6
1
7
3
9
2
8
2
4
4
2
6
3
4
1
3
3
1
1
7
3
8
4
9
2
7
1
6
5
2
3
7
1
9
2
2
3
4
1
4
2
Direct Labor Expense
Materials
Printing Expense
Facilities
Other
Payroll Taxes
Telephone Service Charges
Bank Charges
Vehicles
Breakdow n Unavailable
Contract Employee
Postage
3rd Party Contractor
Technology
2
0
4
8
Source/Calculation: (B.32.1+B.32.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})+SUM{A.9})
Year: 2004
Final Report
1214
Calculation shown is for the first piece of the stacked bar only.
1000598
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Total Payment Services Expenditure (Including Pensions &
Benefits)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.62
$0.29 <= $1.55
$1.55 <= $1.80
$1.80 <= $2.90
$2.90 <= $10.83
Expenditure Per Adjusted Customer
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
2
9
3
0
2
5
1
5
1
8
1
2
8
4
0
3
2
3
1
4
5
7
2
3
2
6
3
8
6
1
0
1
3
9
2
8
4
3
4
5
2
4
1
3
4
7
2
7
1
6
4
9
2
1
7
3
7
Direct Labor Expense
Telephone Service Charges
3rd Party Contractor
Other
Payroll Taxes
Postage
Facilities
Breakdow n Unavailable
Contract Employee
Printing Expense
Vehicles
Pensions & Benefits
Materials
Bank Charges
Technology
Capital
2
2
1
9
3
4
2
4
1
2
0
Source/Calculation: (B.32.1+B.32.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Final Report
1214.1
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000675
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Total Payment Services Expenditure (Including Pensions &
Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.97
$0.29 <= $1.66
$1.66 <= $2.34
$2.34 <= $3.15
$3.15 <= $10.83
Expenditure Per Customer
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
2
9
3
0
2
5
1
8
1
2
1
5
4
0
3
2
4
5
2
3
6
1
3
9
8
2
8
4
3
4
1
0
3
1
2
4
7
1
3
4
7
2
7
2
6
3
8
5
4
9
2
1
6
1
7
3
7
Direct Labor Expense
Telephone Service Charges
3rd Party Contractor
Other
Payroll Taxes
Postage
Facilities
Breakdow n Unavailable
Contract Employee
Printing Expense
Vehicles
Pensions & Benefits
Materials
Bank Charges
Technology
Capital
2
2
1
9
3
4
2
4
1
2
0
Source/Calculation: (B.32.1+B.32.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Final Report
1214.2
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000676
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Processing, Local Office & Pay Station Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.59
$0.29 <= $1.13
$1.13 <= $1.70
$1.70 <= $2.50
$2.50 <= $19.65
Expense per Customer
$20.00
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
2
9
1
8
3
0
2
5
3
2
1
2
4
5
1
5
8
2
3
7
4
7
2
6
3
8
Payment Processing
4
0
3
1
2
4
6
1
3
9
2
8
4
3
4
Local Offices
5
1
3
1
6
1
7
2
7
4
9
2
3
7
2
2
1
9
3
4
2
4
1
2
0
1
0
4
8
Pay Agency/Pay Station
Source/Calculation: SUM{B.28}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1215
Calculation shown is for the first piece of the stacked bar only.
1000292
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Processing, Local Office & Pay Station Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.88
$0.29 <= $1.34
$1.34 <= $2.00
$2.00 <= $2.64
$2.64 <= $19.65
Expense per Customer
$20.00
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
2
9
1
8
3
0
2
5
3
2
1
2
4
5
2
3
4
7
1
5
8
4
0
2
4
6
Payment Processing
1
7
3
9
2
8
4
2
6
3
4
1
3
3
1
Local Offices
3
8
1
7
2
7
1
6
4
9
2
5
3
7
1
9
2
2
3
4
2
4
1
4
8
2
0
1
0
Pay Agency/Pay Station
Source/Calculation: SUM{B.28}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1215.1
Calculation shown is for the first piece of the stacked bar only.
1000647
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Processing, Local Office & Pay Station Expense
Per Payment Processed
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.24
$0.03 <= $0.13
$0.13 <= $0.17
$0.17 <= $0.25
$0.25 <= $0.93
Expense per Payment
$1.00
$
0
.
8
6
$0.90
$
0
.
9
3
$
0
.
7
2
$0.80
$0.70
$
0
.
5
2
$0.60
$0.50
$0.40
$0.30
$0.20
$0.10
$
0
.
0
3
$
0
.
0
6
$
0
.
0
6
3
0
1
8
$
0
.
0
8
$
0
.
0
8
2
5
3
2
$
0
.
1
0
$
0
.
1
0
$
0
.
1
1
4
5
1
2
2
3
$
0
.
1
3
$
0
.
1
3
$
0
.
1
4
$
0
.
1
4
$
0
.
1
4
$
0
.
1
5
8
2
8
6
1
5
4
0
2
4
$
0
.
1
6
$
0
.
1
6
$
0
.
1
7
$
0
.
1
7
3
9
4
7
1
7
$
0
.
2
1
$
0
.
2
1
$
0
.
2
1
4
1
3
3
1
$
0
.
2
3
$
0
.
2
3
3
8
2
6
$
0
.
2
5
$
0
.
2
5
1
6
1
7
$
0
.
2
7
$
0
.
2
7
$
0
.
2
7
2
7
2
4
9
$
0
.
3
8
$0.00
2
9
3
7
2
2
3
1
9
4
2
4
8
4
1
3
4
2
0
1
0
5
Source/Calculation: (SUM{B.28}+SUM{B.29}+SUM{B.30})/SUM{BB.4}
Year: 2004
Final Report
1216
6520
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Total Payment Services Expense Allocated to Each Commodity
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.41
$0.29 <= $1.24
$1.24 <= $1.80
$1.80 <= $2.55
$2.55 <= $8.43
Expense per Adjusted Customer
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
2
9
2
5
1
8
1
2
3
2
7
8
1
0
2
3
4
7
2
6
4
0
3
1
Electric Percentage
3
8
6
1
3
9
2
8
Gas Percentage
2
4
4
3
4
1
3
1
6
1
7
4
9
Water Percentage
2
7
2
3
7
2
2
1
9
3
4
1
4
2
2
0
5
4
5
4
8
1
5
3
0
Other
Source/Calculation: B.33.1*(SUM{B.32}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3))
Year: 2004
Final Report
1217
Calculation shown is for the first piece of the stacked bar only.
1000401
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Total Payment Services Expense Allocated to Each Commodity
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.41
$0.29 <= $1.24
$1.24 <= $1.80
$1.80 <= $2.55
$2.55 <= $8.43
Expense per Customer
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
2
9
2
5
1
8
1
2
3
2
7
8
1
0
2
3
4
7
2
6
4
0
3
1
Electric Percentage
3
8
6
1
3
9
2
8
Gas Percentage
2
4
4
3
4
1
3
1
6
1
7
4
9
Water Percentage
2
7
2
3
7
2
2
1
9
3
4
1
4
2
2
0
5
4
5
4
8
1
5
3
0
Other
Source/Calculation: B.33.1*(SUM{B.32}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3))
Year: 2004
Final Report
1218
Calculation shown is for the first piece of the stacked bar only.
1000599
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Processing Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.97
$0.24 <= $0.57
$0.57 <= $0.96
$0.96 <= $1.10
$1.10 <= $3.90
Expense per Customer
$4.00
$3.50
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
4
0
2
9
2
4
3
0
1
8
6
3
8
3
2
1
3
2
5
2
4
7
2
2
4
9
1
2
3
7
2
7
3
1
9
1
7
3
9
4
2
5
8
1
5
4
5
3
4
2
3
1
6
4
7
2
8
1
2
6
3
1
4
1
2
0
1
0
4
8
Utilities
Labor Expense
Contract Employee
Bank Charges
Vehicles
Payroll Taxes
Telephone Service Charges
Postage
3rd Party Contractor
Materials
Facilities
Technology
Other
Breakdow n Unavailable
Source/Calculation: (B.28.1+B.28.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1218.1
Calculation shown is for the first piece of the stacked bar only.
310
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Processing Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.87
$0.24 <= $0.50
$0.50 <= $0.78
$0.78 <= $1.03
$1.03 <= $3.90
Expense per Adj. Cust.
$4.00
$3.50
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
4
0
2
9
3
8
2
7
4
3
0
2
2
1
8
6
3
2
1
3
2
5
2
4
3
7
1
9
1
5
5
3
8
4
9
1
2
2
7
1
7
3
9
4
2
2
6
1
6
4
5
3
4
2
3
4
7
2
8
1
3
1
4
1
2
0
1
0
4
8
Utilities
Labor
Contract Employee
Technology
Bank Charges
Payroll Taxes
Telephone Service Charges
Vehicles
3rd Party Contractor
Materials
Facilities
Postage
Other
Breakdow n Unavailable
Source/Calculation: (B.28.1+B.28.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1219
Calculation shown is for the first piece of the stacked bar only.
2181
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Processing Expense
Per Payment Received
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.09
$0.02 <= $0.05
$0.05 <= $0.09
$0.09 <= $0.10
$0.10 <= $0.32
Expense per Payment
$0.35
$
0
.
3
1
6
$0.30
$0.25
$0.20
$0.15
$0.10
$0.05
$
0
.
0
2
2
$
0
.
0
3
3
$
0
.
0
4
1
$
0
.
0
4
2
$
0
.
0
4
3
3
0
4
6
$
0
.
0
4
8
$
0
.
0
5
0
$
0
.
0
5
1
$
0
.
0
5
1
$
0
.
0
5
5
$
0
.
0
5
7
3
8
1
8
1
3
3
2
2
5
2
4
$
0
.
0
7
0
$
0
.
0
7
2
2
2
7
$
0
.
0
8
0
$
0
.
0
8
4
$
0
.
0
8
6
$
0
.
0
8
7
$
0
.
0
8
9
3
7
4
9
2
8
1
2
3
$
0
.
0
9
3
$
0
.
0
9
8
$
0
.
0
9
9
$
0
.
0
9
9
$
0
.
0
9
9
$
0
.
1
0
2
$
0
.
1
0
2
2
7
1
5
1
7
8
4
5
4
2
$
0
.
1
0
9
$
0
.
1
1
2
1
6
2
3
$
0
.
1
3
2
$
0
.
1
5
3
$
0
.
1
5
4
4
7
2
6
$
0
.
1
6
0
$
0
.
2
1
0
$0.00
4
0
2
3
9
1
1
9
3
1
4
1
4
8
3
4
2
9
2
0
1
0
5
Utilities
Source/Calculation: SUM{B.28}/SUM{BB.3}
Year: 2004
Final Report
1221
8036
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Processing Expense (Including Pensions & Benefits)
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.07
$0.24 <= $0.73
$0.73 <= $0.98
$0.98 <= $1.24
$1.24 <= $4.28
Expense per Adj. Cust.
$4.50
$4.00
$3.50
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
4
0
2
9
2
3
8
1
0
3
0
4
6
2
5
1
3
1
5
5
3
1
8
3
2
7
3
7
1
2
2
7
2
2
2
4
3
9
4
2
3
4
8
4
7
2
8
4
5
2
6
4
9
1
3
1
1
6
2
3
1
7
1
9
4
1
2
0
4
8
Utilities
Labor
Contract Employee
Technology
Bank Charges
Breakdow n Unavailable
Payroll Taxes
Telephone Service Charges
Vehicles
3rd Party Contractor
Pensions & Benefits
Materials
Facilities
Postage
Other
Source/Calculation: (B.28.1+B.28.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1222
Calculation shown is for the first piece of the stacked bar only.
1000147
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Total Payment Processing Expense
By Type
Percent
100%
80%
60%
40%
20%
0%
2
4
0
3
1
3
3
4
5
1
9
1
7
1
5
4
1
4
9
3
7
2
3
4
2
4
3
0
6
2
2
3
2
1
8
4
7
2
5
7
8
2
8
3
9
4
2
1
2
2
6
4
5
1
6
3
8
2
7
3
1
2
9
1
1
0
2
0
4
8
Utilities
Labor Expense
Contractor
Bank Charges
Vehicle
Payroll Taxes
Facilities
Postage
Other Contract Costs
Materials
Telephone Service charge
Technology
Other
Breakdow n Unavailable
Source/Calculation: (B.28.1+B.28.2)/SUM{B.28}
Year: 2004
Final Report
1223
Calculation shown is for the first piece of the stacked bar only.
10061
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Central Payment Processing Expense
Per Non-Local Office Payments Processed
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.09
$0.02 <= $0.06
$0.06 <= $0.09
$0.09 <= $0.11
$0.11 <= $0.21
Expense per Payment
$0.25
$
0
.
2
0
$0.20
$0.15
$0.10
$0.05
$
0
.
0
2
$
0
.
0
3
$
0
.
0
4
$
0
.
0
4
$
0
.
0
5
$
0
.
0
5
$
0
.
0
5
$
0
.
0
5
1
8
3
2
3
8
$
0
.
0
6
$
0
.
0
6
2
5
2
4
$
0
.
0
6
$
0
.
0
7
$
0
.
0
8
$
0
.
0
8
$
0
.
0
9
$
0
.
0
9
2
8
1
2
$
0
.
0
9
$
0
.
0
9
3
9
4
9
$
0
.
1
0
$
0
.
1
0
$
0
.
1
0
$
0
.
1
0
1
5
8
1
7
4
5
$
0
.
1
1
$
0
.
1
1
$
0
.
1
1
$
0
.
1
1
6
1
6
4
2
2
3
$
0
.
1
2
$
0
.
1
3
$
0
.
1
3
$
0
.
1
5
$
0
.
2
1
$
0
.
1
7
$0.00
4
0
2
9
2
3
0
4
1
3
7
2
2
3
7
2
7
3
1
4
7
2
6
1
9
3
1
4
8
4
1
3
4
2
0
1
0
5
Source/Calculation: SUM{B.28}/(SUM{BB.4}-BB.4.1)
Year: 2004
Final Report
1225
6521
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Payment Processing
Payment Services Support Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.34
$0.01 <= $0.10
$0.10 <= $0.17
$0.17 <= $0.33
$0.33 <= $1.80
Expense Per Adjusted Customer
$1.80
$1.60
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
2
6
2
7
2
3
8
3
8
3
2
1
8
4
5
2
2
4
4
1
3
4
4
2
5
3
0
6
4
0
1
9
3
2
2
4
8
1
7
3
1
4
9
2
8
1
6
2
9
3
9
4
2
4
7
Direct Labor Expense
Materials
3rd Party Contractor
Technology
Payroll Taxes
Telephone Service Charges
Facilities
Other
Contract Employee
Bank Charges
Vehicles
Breakdow n Unavailable
1
2
5
1
0
3
7
2
0
7
Source/Calculation: (B.31.1+B.31.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1226
Calculation shown is for the first piece of the stacked bar only.
1000407
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Payment Processing
Payment Services Support Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.35
$0.01 <= $0.12
$0.12 <= $0.19
$0.19 <= $0.34
$0.34 <= $1.80
Expense Per Customer
$1.80
$1.60
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
2
6
2
7
2
3
8
3
2
1
8
4
5
3
8
2
2
4
4
1
3
4
4
2
5
3
0
6
4
0
1
9
3
2
2
4
8
1
7
3
1
4
9
2
8
1
6
2
9
3
9
4
2
4
7
Direct Labor Expense
Materials
3rd Party Contractor
Technology
Payroll Taxes
Telephone Service Charges
Facilities
Other
Contract Employee
Bank Charges
Vehicles
Breakdow n Unavailable
1
2
5
1
0
3
7
2
0
7
Source/Calculation: (B.31.1+B.31.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})+SUM{A.9})
Year: 2004
Final Report
1227
Calculation shown is for the first piece of the stacked bar only.
1000604
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Company Payment Processing Staffing Level
FTEs per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.08
0.13 <= 0.60
0.60 <= 0.92
0.92 <= 1.22
1.22 <= 3.19
FTEs per 100K Adj. Cust.
3.50
3
.
0
0
3
.
1
9
3.00
2.50
2.00
1.50
1.00
0.50
0
.
1
3
0
.
2
8
0
.
3
8
0
.
4
6
0
.
5
2
0
.
5
2
6
1
6
0
.
5
9
0
.
6
1
7
3
1
0
.
6
7
0
.
7
1
0
.
8
0
0
.
8
5
0
.
9
0
0
.
9
2
8
4
7
1
.
0
1
1
.
0
2
2
5
1
0
1
.
0
8
1
.
0
9
4
9
1
7
1
.
1
7
1
.
1
7
4
1
2
3
1
.
2
7
1
.
4
6
1
.
5
5
1
.
8
4
2
.
0
8
0.00
4
5
3
8
2
2
1
4
1
8
3
2
3
0
2
4
1
3
2
3
4
2
7
3
7
1
2
4
8
4
2
4
0
3
9
2
9
2
8
2
6
2
0
1
9
1
5
5
3
Source/Calculation: (G.6.2+G.6.4)/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2004
Final Report
1228
9159
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Company Payment Processing Staffing Level
FTEs per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.18
0.13 <= 0.69
0.69 <= 1.01
1.01 <= 1.30
1.30 <= 3.82
FTEs per 100K Customers
4.00
3
.
8
2
3
.
1
9
3.50
3.00
2.50
2.00
1.50
1.00
0.50
0
.
1
3
0
.
4
6
0
.
4
6
3
8
1
0
.
5
2
0
.
5
8
0
.
5
9
1
6
2
2
0
.
6
7
0
.
7
1
0
.
8
0
0
.
8
5
0
.
9
1
0
.
9
2
0
.
9
3
3
1
4
7
7
1
.
0
1
1
.
0
8
1
.
0
9
4
9
1
7
1
.
1
4
1
.
1
7
1
.
1
7
8
4
1
2
3
1
.
2
7
1
.
3
3
1
.
4
6
1
.
5
5
1
.
8
4
2
.
0
8
0.00
4
5
6
4
1
8
3
2
3
0
2
5
2
4
1
0
1
3
2
3
4
2
7
1
2
3
7
4
8
4
2
4
0
3
9
2
9
2
8
2
6
2
0
1
9
1
5
5
3
Source/Calculation: (G.6.2+G.6.4)/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2004
Final Report
1229
1954
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Organizational Unit Providing Payment Processing
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Customer Services
Organization:
2. Treasury/Finance Department:
Percent
60.0%
25.7%
3. City Department:
2.9%
4. Billing Services Organization:
5.7%
5. Accounting:
5.7%
6. General Services
Organization:
7. Third Party Vendors:
0.0%
31.4%
8. Financial Institutions:
17.1%
99. Other:
14.3%
Source/Calculation: BB.2.1
Year: 2004
Final Report
1230
328
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Organizational Unit Providing Payment Processing (Cont.)
Q: Which organizational unit provides payment processing?
Corporate Shared Services
Customer Accounting/Finance & Administration
Shared Services
Shared Services
Transmission & Distributution (Business Office)
Source/Calculation: BB.2.99
Year: 2004
Final Report
1230.1
8111
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Customer Payment Methods
Methods of Receiving Payments
Percent of Payments
100%
80%
60%
40%
20%
0%
1
5
7
1
6
4
5
1
2
5
3
7
1
8
1
0
2
6
8
2
3
4
0
1
7
2
7
1
9
3
8
4
8
2
8
3
2
3
1
2
4
4
9
2
2
4
2
1
2
6
3
0
1
3
4
3
9
2
3
4
7
4
1
2
0
3
4
5
2
9
Utilities
Mail
Pay Stations
ATM
Offices
Electronic Funds Transfer
Agency Payments
CSR (Check, Debit Card, Credit Card)
Direct Debit/Prearranged Auto Debit
Field Collection
IVR/VRU (Check, Debit Card, Credit Card)
Company Internet Website
Other
Payment Agencies
Electronic Data Interchange
Source/Calculation: BB.3.1/SUM{BB.3}
Year: 2004
Final Report
1231
Calculation shown is for the first piece of the stacked bar only.
315
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Electronic Payment Methods
Percent of Customer Payments Received Electronically
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
16.37%
37.00% => 18.99%
18.99% => 16.08%
16.08% => 12.81%
12.81% => 6.06%
Percent of Payments
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
4
1
2
4
2
4
5
1
7
4
9
4
0
3
2
2
2
4
7
6
3
0
3
8
1
2
3
1
1
8
2
4
4
1
3
2
5
2
8
2
3
8
1
2
6
3
7
1
6
3
1
0
4
8
1
9
3
9
2
7
1
5
7
2
0
5
2
9
3
4
Utilities
Company Internet Site (customer paying through our w ebsite)
Electronic Funds Transfer (customer paying through their ow n bank)
Direct Debit/Prearranged Auto Debit
Electronic Data Interchange (large C/I customer is billed and sends payment electronically)
Source/Calculation: BB.3.9/SUM{BB.3}
Year: 2004
Final Report
1232
Calculation shown is for the first piece of the stacked bar only.
322
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Remittance Processing
Methods of Payment Processing
Payments
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
4
5
2
5
1
5
7
1
8
2
7
2
8
8
2
3
1
0
3
7
1
7
1
9
4
2
3
2
4
9
2
4
2
2
4
1
2
3
0
2
1
3
3
9
3
4
7
2
6
1
6
3
8
4
0
6
1
3
1
2
9
5
4
1
2
0
3
4
4
8
Utilities
Centralized Company Payment Processing
Payment Agency Processing
On-Line/PC Banking
Local Office Processing
Auto Debit (Prearranged Debit From Checking)
Other Electronic Methods
Utility Lockbox
Telephone Debit Through Bank
Other
Bank Lockbox
Financial Electronic Data Interchange
Source/Calculation: BB.4.2/SUM{BB.4}
Year: 2004
Final Report
1233
Calculation shown is for the first piece of the stacked bar only.
313
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Agency Processing
Percent of Payments Processed by Payment Agencies
Mean
9.49%
Percent
35.00%
2
6
.
3
1
%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0
.
0
3
%
0
.
5
8
%
0
.
6
7
%
1
.
0
1
%
1
.
2
9
%
2
7
3
7
7
1
9
3
.
5
7
%
3
.
5
9
%
3
.
6
7
%
1
3
1
7
3
8
4
.
7
9
%
6
.
5
7
%
6
.
8
1
%
6
.
9
5
%
4
9
8
1
5
7
.
5
9
%
8
.
0
9
%
8
.
5
8
%
1
0
.
3
2
%
1
1
.
3
5
%
1
1
.
8
7
%
1
2
.
0
2
%
1
2
.
1
8
%
3
0
2
6
1
0
1
7
.
3
8
%
1
7
.
4
5
%
4
2
2
4
3
4
.
6
2
%
1
9
.
9
5
%
0.00%
6
1
6
4
0
1
2
2
2
8
2
3
1
2
4
3
9
4
8
4
7
4
5
4
1
3
4
3
2
3
1
2
9
2
5
2
0
1
8
5
3
2
Utilities
Source/Calculation: BB.4.5/SUM{BB.4}
Year: 2004
Final Report
1234
314
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Days Between Bill Mailing and Payment Posting
Average Number of Calendar Days
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
20
1 <= 15
15 <= 20
20 <= 25
25 <= 39
Days
40
3
9
3
5
35
3
2
3
0
3
0
3
0
1
4
1
3
0
30
2
7
2
4
25
20
15
1
4
1
4
4
5
2
6
1
5
1
5
1
5
2
4
4
6
1
7
1
7
2
2
3
7
1
8
1
8
1
9
1
9
3
8
2
7
2
0
2
0
2
0
2
0
1
6
3
1
5
3
1
2
1
2
1
3
4
2
2
5
2
5
4
9
1
0
1
0
10
5
3
2
1
0
4
2
2
5
4
0
1
2
1
9
2
9
1
7
1
3
2
3
8
7
4
8
4
7
3
9
3
2
2
8
2
0
1
8
5
Source/Calculation: BB.5.1
Year: 2004
Final Report
1235
1754
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Cost for Payment Processing Contracting
Expense Per Transaction
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.22
$0.04 <= $0.08
$0.08 <= $0.10
$0.10 <= $0.15
$0.15 <= $1.09
Expense per Transaction
$1.20
$
1
.
0
9
$1.00
$0.80
$0.60
$
0
.
3
6
$0.40
$0.20
$
0
.
0
4
$
0
.
0
6
$
0
.
0
7
$
0
.
0
8
$
0
.
0
8
1
2
3
8
4
0
1
6
$
0
.
1
0
$
0
.
1
0
2
2
7
$
0
.
1
2
$
0
.
1
4
$
0
.
1
5
2
7
2
6
$
0
.
4
2
$0.00
2
9
1
2
4
3
7
4
1
1
9
4
9
2
3
4
5
6
8
1
0
1
3
1
5
4
8
1
8
4
7
2
0
2
3
2
5
2
8
3
0
3
1
3
2
3
4
3
9
4
2
4
5
1
7
Source/Calculation: BB.6.1
Year: 2004
Final Report
1236
1759
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Centralized Payment Processing Method Used
Payments Processed by Each Method
Percent of Payments
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
3
0
1
4
7
2
3
2
2
1
2
3
4
3
2
2
5
1
8
8
3
8
1
0
3
7
2
4
4
9
1
9
1
3
2
4
2
3
9
4
7
6
4
5
4
8
4
1
4
0
1
7
1
6
2
8
2
6
3
5
2
7
3
1
2
0
2
9
1
5
Utilities
Image Processing
Workstations
Manually
Other
Source/Calculation: BB.7.2
Year: 2004
Final Report
1237
Calculation shown is for the first piece of the stacked bar only.
326
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Image Processing Hardware Manufacturer
Q: If you are using image processing of payment, who is the hardware manufacturer?
BancTec
Banctec
BancTec
BancTec
Banctec
BANCTEC E800 (3)
Image processing provided by lockbox bank.
NCR
NCR
NCR/OPEX
Opex
OPEX
OPEX
OPEX and UNISYS
OPEX IEM (1) NCR 7780 (3)
UNISYS
unisys
Unisys
UNISYS
Unisys
Unisys
Unisys & OPEX
Unisys/Opex
Wausau Financial Systems Image RPS, Opex Extraction Image
Wausau, Financial Systems
Source/Calculation: BB.8.1
Year: 2004
Final Report
1238
2982
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Remittance Funds Processing
Hours to Post Payment to Account
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
2
0
4
-
-
-
-
2 2
4 4
-
0
-
-
7
-
1
0
-
0
-
-
-
-
-
2
9
-
5
-
8
-
4
2
2 1
8
8
4
4 8
-
-
7
1 1
5 0
-
2 1 1 1 4 1
4
4
8
4 9 2 2 8 5
8
-
1 1 1 1 2
2 2
0
8 8
5 5 8 2 4
4 4
-
1
2
16
-
-
-
-
-
-
-
-
-
-
-
-
1
2
-
-
-
-
2
4
-
-
-
1
4
2
-
-
-
-
-
-
4
8
-
-
-
2
4
-
-
-
-
-
-
-
-
2 4
4 8
-
2
4
-
4
2 2 2 1
0
4 4 4 2
-
2 2 2 1
4 4 4 0
-
Average
1. Local Office Processing:
2. Centralized Company Payment
Processing:
-
-
0 1
2
0
4
-
-
1
2
-
1 1
2
0
2 2
4
-
0
3. Utility Lockbox:
-
-
-
-
2
4
-
-
-
1
2
-
-
0
-
0
-
-
-
12
-
-
-
-
1
2
-
-
2
4
-
-
2
0
4
-
1
-
-
-
20
2 2 2 1 4 1
1
4 4 4 8 8 7
-
-
0
2 7 4 2 2 2 2 2
0 8
4 2 8 4 4 4 4 4
-
1
2
22
4. Bank Lockbox:
4
8
5. Payment Agency Processing:
Source/Calculation: BB.9.1
Year: 2004
Final Report
1239
312
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Remittance Funds Processing
Hours to Post Payment to Account
Question
1 2 3 4 5 6 7 8
6. Auto Debit (Prearranged Debit
From Checking):
7. Telephone Debit Through
Bank:
8. Financial Electronic Data
Interchange:
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
0 0
-
-
-
8
2
8 0 0 0
4
-
2
2 1
0
4
4 0
-
2
2
2 2
2
0
1
0
4
4
4 4
4
-
0
2 1 1 2 2 2 2 2
1
4 2 2 4 4 4 4 4
-
-
-
2
4
-
-
2
8
4
-
-
-
-
1
0
-
2 2 2
1
4 4 4
2
4
-
-
-
0
-
-
-
-
-
-
-
-
-
2
2 1
8
4
4
4 2
-
2
2
0
4
4
-
-
2 2 2
1
4 4 4
-
0
-
-
0
-
2
2
4
-
4
8
-
8
-
8
2 1 2
4 2 4
-
2
0
4
-
1
0
-
0 0
1
2 2
1
4
0
2
4 4
7
8
0
-
-
-
-
-
-
-
-
-
8
-
0
-
-
-
-
1
0
-
-
-
2
4
-
-
1
7
-
-
-
0
-
-
-
-
-
-
-
-
-
0
-
-
2 4 9 1
4 8 6 0
-
-
-
-
-
4
8
-
0
-
1
2
0
9. On-Line/PC Banking:
10. Other Electronic Methods
(e.g. Mag Tape):
-
Average
-
-
0
13
0
-
-
0
15
-
1 1 2 2 2 2
1
2 2 4 4 4 4
-
-
2
14
-
1
2
-
2 2 2 1 2
1
4 4 4 2 4
-
-
2
20
-
-
-
-
2 2 2 2
1
4 4 4 4
-
-
-
14
4
9
4 0
8
6
-
-
-
-
-
-
-
31
2
4
-
2 2
4 4
-
99. Other:
-
-
-
0
Source/Calculation: BB.9.6
Year: 2004
Final Report
1240
9014
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Hours Elapsed Between Receipt of Customer Payment and
Deposit To The Bank
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
2 2
4 4
-
-
-
-
2 7
4 2
-
0 8
-
4
7
8
2
4
-
2
4
-
-
-
5
1 1 7
2
8
9 2 2
4
-
5
-
1
0
-
9
2
1
8
8 8
4
2
-
4
1 1
7
8
2 0
-
2 1 2 1 1 2 1 2 1
4 9 4 2 2 4 0 4 8
-
1
2
-
-
-
-
-
-
-
-
-
-
-
-
-
1
2
-
-
-
-
-
-
-
-
2 2
-
-
-
-
-
-
4
8
-
-
-
-
-
-
-
-
-
-
-
-
1
6
2
-
2
4
-
1 2 7 2 7
8
2 4 2 4 2
-
4 4 2 2
8 8 4 4
6. Auto Debit (Prearranged Debit
From Checking):
0 0
-
2
4
-
8
2
4
0 0 8
-
2 2 2 2
4 4 4 4
7. Telephone Debit Through
Bank:
-
-
-
2
4
-
-
2 2
4 4
-
2
4
-
-
-
-
8. Financial Electronic Data
Interchange:
-
-
-
-
-
-
2
4
-
0 0 0
-
0
-
-
2
4
-
1
2
-
-
2 2
0
4 4
-
-
-
-
-
-
-
8
-
0
-
-
-
-
-
-
-
-
-
-
1. Local Office Processing:
2. Centralized Company Payment
Processing:
3. Utility Lockbox:
4. Bank Lockbox:
5. Payment Agency Processing:
9. On-Line/PC Banking:
10. Other Electronic Methods
(e.g. Mag Tape):
99. Other:
-
-
-
2 1 1 2
4 2 2 4
-
-
Average
-
-
2
4
23
8
1
2
8 8
8 5 8
2
4
-
1
2
14
-
-
-
-
-
-
-
-
-
-
1
2
-
-
0
-
-
-
-
-
8
-
-
-
-
-
-
-
4
-
-
4 0
-
0
-
-
-
8
-
2 4 4 4 4 2 4
4 8 8 8 8 4 4
-
2
4
-
2
4
-
6 2 7
2 7
8
0 0
0 4 2
4 2
-
2
4
33
-
2
2
1 2 4 2 2
0
1
4
4
2 4 8 4 4
-
2
4
-
0
2 2 4 2 2
0 0
4 4 8 4 4
-
2
4
17
-
-
2 2 2
1
4 4 4
2
4
-
-
-
-
-
-
-
2
4
0
-
-
2
4
27
4
4
0
8
8
-
-
2
2
0
1
4
4
-
0
-
-
-
4
8
-
8
2 2
2 2
0
0
4 4
4 4
-
-
2
4
16
-
4
0
8
-
2
4
-
2
2 4 2 2 4 2
0
4
4 8 4 4 8 4
-
-
-
-
-
2 2 4 1 2
0
4 4 8 2 4
-
-
2
4
22
-
-
-
-
-
2
4
-
-
-
2
4
-
2 2
4 4
-
-
-
-
-
-
-
-
2
2 2
0
4
4 4
-
-
-
-
18
-
-
4 7
8 2
-
4
8
-
-
-
-
-
4
8
4 2
8 4
-
-
-
-
-
-
-
-
-
-
-
48
7
2
4
-
-
7 2
2 4
-
-
-
-
Source/Calculation: BB.10.1
Year: 2004
Final Report
1241
60226
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Daily Payments Processed
Percent of Payments
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
1
4
4
7
6
4
5
3
1
3
4
2
8
2
2
3
8
2
2
7
2
4
1
0
24 Hours
4
0
3
7
1
8
3
2
48 Hours
3
0
2
5
1
3
8
1
9
72 Hours
4
9
1
7
4
1
1
2
7
2
3
4
8
4
2
3
9
1
6
2
6
2
9
3
2
0
1
5
5
>72 Hours
Source/Calculation: BB.11.1
Year: 2004
Final Report
1242
Calculation shown is for the first piece of the stacked bar only.
1753
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Balanced Billing Customers
Using Electronic Payment Methods
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
15%
34% => 20%
20% => 17%
17% => 9%
9% => 0%
Percent of Customers
35%
3
4
%
2
9
%
30%
2
3
%
25%
2
3
%
2
0
%
2
0
%
2
0
%
20%
1
9
%
1
7
%
15%
1
1
%
1
0
%
1
0
%
10%
9
%
5%
2
%
1
%
0
%
0
%
7
3
1
0%
4
7
3
0
2
6
2
3
4
5
4
0
2
2
8
4
1
1
0
3
7
8
1
3
1
9
2
7
2
2
3
4
5
6
1
2
1
5
1
6
1
7
1
2
0
4
9
2
4
2
5
2
9
3
2
3
4
3
8
3
9
4
2
4
8
1
8
Utilities
Source/Calculation: BB.12.1
Year: 2004
Final Report
1243
317
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Goals For Changes In the Usage of Different Payment Options
Q: What are your goals for changes in the usage of different payment options?
As much as possible to electronic payment
Continue encouraging use of electronic & automated payment methods.
Continue to augment electronic payment options via media efforts.
Customer convenience, economies, efficiencies
Customer w ill begin paying a convenience fee at a Payment Agency and promote Auto Debit
Decrease APA's payments and increase electronic payments,
Decrease the number of payment made by mail in favor of payment made electronicaly
Drive customers to the least cost payment option.
EFT - Electronic Funds Transfer
Electronic Payment Methods = 29.5% of Payments Processed
Electronic payment methods = 29.5% of payments processed
Expand Credit Cards to Massachusetts.
Expand use of EDI-820 transactions
FY2006 w ill review different payment options for customers.
Goal is to drive customers to low est cost payment options. Ist is any electronic method then mail.
Increase Bank Draft & Automated Payments
Increase bank draft and automated payments
INCREASE ELECTRONIC PAYMENTS
increase electronic payments
Increase electronic payments by 10% per year.
INCREASE ONLINE BILL PAY,
Increase Pay Agency payments and Electronic payments.
More customers to low est enterprise cost option
Moving customers to electronic payment options
Offering Online Internet Payment option in 2005.
Promote Direct Debit problem
Promote electronic and other 'self-service' payment options.
Pursuing e check to reduce credit card fees.
We currenlty recognize all forms of payment except credit card Credit card payment w ill be implemented in 2005 only for arrears payments We are currently
Source/Calculation: BB.13.1
Year: 2004
Final Report
1244
6091
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Sucessful Initiatives To Change Usage of Different Payment
Options
Q: What are your successful initiatives to change usage of different payment options?
3rd Party footprint
Adverstisement of Electronic Payment Methods such as Electronic Bill Presentment & Payment and Direct Debit
advertisement of electronic payment methods such as Electronic Bill Presentment & Payment and Direct Debit
Auto debit, pay-by-phone
Auto draft
Bill Inserts
close local offices, expand payment agency netw ork
Close offices and have customers pay via mail, agent or telephone
Closed office using payment agents and consolidated bank accounts.
Company internet payments
Continue consumer education regarding advantages of EBPP via media efforts.
Continue to enhance w ebsite to promote electronic payment options
CSR Promotions, flyers at local office.
Customer promotions w ith targeted marketing
Direct debit, pay by Internet and pay-by-phone.
Direct send from Princeton E-Com to reduce exceptions.
Eliminate or discontinue costliest payment methods.
Implemented credit cards in Rhode Island and New Hampshire.
Implemented EDI 820, Company Internet Site
Increase bank draft and autmoated payments
Increasing Bank Draft & Internet Payments
Offer Credit Card Payment option although there is a customer transaction fee of $5.95.
Package Billing & Payment Options on bill promotions
Phone Reps, Advertising, and Bill Inserts
promote/market electronic payments
Removal of the return envelope after three payment made w ithout using the mail
We promote pre-authorized debit payments on the return envelopes that are mailed w ith a customer's bill.
Source/Calculation: BB.14.1
Year: 2004
Final Report
1245
6090
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Changing Customer Payment Patterns To Reduce Mail and
Walk-In Payments
Q: What have you done to change customer payment patterns to reduce mail and walk-in payments?
Added new contractor for electronic payments
Automatic Pay Promotion.
Bill insert, direct mail, customer new sletter articles
Bill inserts, direct mail, custome new sletter articles
close local offices
Closed all cash receiving points and used 3rd party collection agenties ,
Closed District Offices, Improved w eb site for payments.
closed local offices and new IVR
Closed local offices. promote direct pay
CLOSED OFFICES, ENCOURAGE ONLINE AND E-BILL PAYMENTS
Company offers electronic payment methods such as Electronic Bill Presentment & Payment, Direct Debit, Credit/ATM Card, Electronic Check, and Electronic Data
Interchange to Customers
CSR Promotions, flyers at local office
Customer promotions w ith targeted marketing
Customers w ill begin paying a convenience fee for Payment Agency
Different electronic options
free automatic direct debits
No significant changes in 2004.
Nothing specific, just made electronic available.
Offer EFT, Credit Card Payment, Direct Debit
Offer free w ebsite bill payment.
Offered auto debit
Open and advertise paystations
PECO offers electronic payment methods such as electronic bill presentment & payment, direct debit, credit/ATM card, electronic check and electronic data
interchange to customers.
Performed internal marketing campaign to promote electric payment options
Promote more electronic payment options
Reduced Business Office hours; promote electronic alternatives.
Removal of the return envelope after three payment made w ithout using the mail
Source/Calculation: BB.15.1
Year: 2004
Final Report
1246
6089
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Percentage of Credit Card Payment "Reversals" Last Year
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.4%
0.0% <= 0.0%
0.0% <= 0.1%
0.1% <= 0.2%
0.2% <= 3.0%
Percent
3.0%
3
.
0
%
2.5%
2.0%
1.5%
1
.
0
%
1.0%
0.5%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
3
7
3
0
1
6
7
4
8
2
0
.
1
%
0
.
1
%
0
.
1
%
2
3
2
6
3
2
0
.
2
%
0
.
3
%
0.0%
1
8
1
3
8
1
2
2
7
3
4
5
6
1
0
1
5
1
7
1
9
2
0
2
2
1
2
5
4
9
2
8
2
9
3
1
3
4
3
8
3
9
4
0
4
1
4
2
4
5
4
7
2
4
Source/Calculation: BB.16.1
Year: 2004
Final Report
1247
60227
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Percentage of Returned Checks Last Year
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.7%
0.0% <= 0.2%
0.2% <= 0.2%
0.2% <= 1.0%
1.0% <= 25.0%
Percent
25.0%
2
5
.
0
%
20.0%
15.0%
8
.
0
%
10.0%
5.0%
0
.
0
%
0
.
0
%
0
.
1
%
0
.
1
%
0
.
1
%
0
.
1
%
0
.
2
%
0
.
2
%
0
.
2
%
0
.
2
%
0
.
2
%
0
.
2
%
0
.
2
%
0
.
3
%
0
.
3
%
0
.
3
%
0
.
5
%
0
.
5
%
3
7
1
0
2
3
1
2
4
9
2
5
3
0
7
4
7
3
2
1
3
1
8
2
2
2
7
2
2
4
2
8
4
8
1
.
0
%
1
.
0
%
1
.
0
%
1
.
0
%
1
6
3
8
4
1
8
2
.
0
%
0.0%
1
9
2
6
3
4
4
5
4
2
4
0
3
9
3
1
2
9
2
0
1
7
1
5
6
5
4
3
1
Source/Calculation: BB.16.2
Year: 2004
Final Report
1248
1000074
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Standard Returned-Check Fee
Mean
$14.10
Fee
$35.00
$
3
5
.
0
0
$30.00
$
2
3
.
2
4
$25.00
$
2
0
.
0
0
$
2
0
.
0
0
$
2
0
.
0
0
$
2
0
.
0
0
$
2
0
.
0
0
$20.00
$
1
9
.
0
0
$
1
8
.
6
3
$
1
5
.
3
6
$
1
5
.
0
0
$
1
5
.
0
0
$
1
5
.
0
0
$
1
5
.
0
0
$
1
5
.
0
0
$
1
5
.
0
0
$
1
5
.
0
0
$15.00
$
1
3
.
8
0
$
1
2
.
9
5
$
1
2
.
9
5
$
1
2
.
0
0
$
1
0
.
0
0
$
1
0
.
0
0
$
1
0
.
0
0
$
1
0
.
0
0
$
1
0
.
0
0
$
1
0
.
0
0
$
1
0
.
0
0
$10.00
$
8
.
0
0
$
8
.
0
0
$
8
.
0
0
2
2
3
8
4
7
$
7
.
5
0
$
5
.
0
0
$
5
.
0
0
1
7
3
7
$5.00
$0.00
4
8
3
0
6
1
3
8
1
2
2
7
2
4
1
2
9
1
6
1
3
1
2
6
3
4
7
3
9
4
1
8
3
2
1
9
1
0
2
3
2
5
2
8
4
0
4
5
2
4
4
9
4
2
2
0
1
5
5
3
Source/Calculation: BB.17.1
Year: 2004
Final Report
1249
60230
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Percent of Payments Investigated or Given Special Handling
Rather Than Directly Posted
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
6.3%
0.0% <= 2.0%
2.0% <= 3.3%
3.3% <= 9.0%
9.0% <= 24.1%
Percent
25.0%
20.0%
15.0%
10.0%
5.0%
0.0%
3
4
4
8
4
7
1
2
8
1
6
4
2
1
2
2
3
8
2
6
No Account Number
3
1
3
9
4
6
2
7
1
3
1
7
4
1
Can't Match Account Number
2
2
4
5
4
9
3
0
1
9
2
5
Check & Bill Don't Match
2
3
8
2
0
3
7
1
0
5
2
9
3
2
2
4
7
3
1
5
4
0
1
8
Other
Source/Calculation: BB.18.1
Year: 2004
Final Report
1250
Calculation shown is for the first piece of the stacked bar only.
60232
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Cost Per Check of Processing a Returned Check
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$5.50
$0.44 <= $2.57
$2.57 <= $3.90
$3.90 <= $6.06
$6.06 <= $19.48
Cost per Check
$20.00
$18.00
$
1
8
.
6
3
$
1
9
.
4
8
4
1
2
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$
0
.
4
4
$
0
.
8
5
$
1
.
1
8
$
1
.
6
5
$
2
.
0
3
$
2
.
7
5
$
3
.
0
0
$
3
.
0
0
$
3
.
0
0
1
6
1
7
2
6
$
3
.
8
0
$
4
.
0
0
1
1
0
$
4
.
8
4
$
5
.
0
0
$
5
.
0
0
1
9
3
8
4
9
$
5
.
5
0
$
7
.
7
5
$
8
.
0
0
$
1
0
.
0
0
$0.00
2
5
3
7
7
2
7
3
0
2
8
4
2
6
2
2
2
4
2
9
4
5
8
1
2
1
3
1
5
1
8
3
2
3
4
8
3
1
3
2
3
4
3
9
4
0
4
5
4
7
2
0
Percent
Source/Calculation: BB.19.1
Year: 2004
Final Report
1252
1000264
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Financial Impact of Returned Checks and Additional Bank Fees
To the Overall Expense of a Specific Payment Option
Q: What is the financial impact of returned checks and additional bank fees to the overall cost of a specific payment option?
$35.00 + normal billing amount + turn-on fees if customer is past due.
1/2 of our return checks are mailed in payments and most of the other return checks are the Check by Phone payments.
ADDITIONAL TRANSACTION FEES ARE CHARGED FOR PAY BY PHONE PAYMENTS FOR RETURNED CHECKS, WHICH ARE NOT ASSESSED BY OTHER PAY
OPTIONS.
OTHER RETURNED CHECK FEES ARE PASSED BACK TO THE CUSTOMER
Administrative cost exceeds cost of recovering payment
Days sales outstanding
Electronic payments are guaranteed and cannot be refuted. This is a positive financial impact. Customer pays and and all associated bank fees to make electronic
paymetns. Returned checks are subject to a chargebakc fee to offset the cost of processing
Half an FTE plus the time credit spends to process.
INCREASED COSTS
Increases the cost of that payment option
Minimal
Money not deposited in the bank
No impact
no significant impact to pay option; only to collections
None
None
None Pass full cost to customer
Returned Checks - cost neutral (recover cost from customer)., Credit/Debit Cards - Bank fees/interchange fees have a significant impact on the overall cost of this
payment option.
There is an O&M incurred cost of 1 FTE to w ork returned checks.
Unknow n at this time.
Very little
We received so few returned checks that the financial impact is relatively minimal
Source/Calculation: BB.20.1
Year: 2004
Final Report
1253
100859
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payments Receiving Special Handling
Where Were They Received
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
96.7%
1.0% <= 100.0%
100.0% <= 100.0%
100.0% <= 100.0%
100.0% <= 100.0%
Percent
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
3
2
2
7
1
4
4
9
2
8
4
7
1
8
Mail to Processing Center
3
0
1
9
4
5
2
5
8
Local offices
2
3
3
8
1
7
1
0
2
2
6
2
3
9
1
2
4
8
Pay Agencies
4
1
4
2
1
3
2
6
4
0
Utility of Bank Lockbox
3
1
1
6
3
5
7
3
7
3
4
1
5
2
9
2
0
2
4
Other
Source/Calculation: BB.21.3
Year: 2004
Final Report
1254
Calculation shown is for the first piece of the stacked bar only.
60233
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Unpostable Payments As a Percent of Revenues
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.6%
0.0% <= 0.1%
0.1% <= 0.9%
0.9% <= 1.0%
1.0% <= 1.0%
Percent
1.0%
0
.
9
%
0
.
9
%
1
.
0
%
1
.
0
%
1
.
0
%
2
5
1
7
4
1
2
6
2
0.9%
0.8%
0.7%
0.6%
0.5%
0.4%
0.3%
0
.
2
%
0.2%
0.1%
0
.
0
%
0
.
0
%
3
8
1
3
0
.
1
%
0.0%
3
7
2
7
2
3
3
4
5
6
7
8
1
0
1
2
1
5
1
6
1
8
1
9
1
2
2
4
9
2
4
2
8
2
9
3
0
3
1
3
2
3
4
3
9
4
0
4
2
4
5
4
7
4
8
2
0
Source/Calculation: BB.22.1
Year: 2004
Final Report
1255
60235
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Payment Processing
Average "Age" of Unpostable Payments
10 Days or Older
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
156
10 <= 19
19 <= 25
25 <= 135
135 <= 1,000
Days
1,000
1
,
0
0
0
900
800
700
600
500
400
2
7
0
300
1
8
0
200
100
1
0
1
4
1
9
2
0
2
5
2
5
3
8
2
6
3
7
4
9
3
0
2
9
6
0
9
0
0
2
3
2
5
1
7
4
1
2
8
1
9
3
4
5
6
7
8
1
0
1
2
1
3
1
1
6
4
8
2
0
2
2
2
4
2
7
3
1
3
4
4
0
4
2
4
5
4
7
1
5
Source/Calculation: BB.23.1
Year: 2004
Final Report
1256
60236
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Unpostables Required To Be Surrendered To The State
On An Annual Basis
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Total:
81.3%
2. No:
18.8%
Source/Calculation: BB.24.1
Year: 2004
Final Report
1257
60237
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Vendor for Credit Card Payments
Transaction Fee Charged to the Customer By the Vendor
Q: Who is your vendor for credit card payments and what (if any) transaction fee is charged to the customer by the vendor?
Bill Matrix
Bill Matrix
Bill Matrix
-- $2.95 Transaction fee
Bill Matrix $3.50
Bill Matrix 1.95 per debit card payment only. Do not accept credit cards.
Bill matrix -fee of $5.95
Bill Matrix.
Bill Matrix;, $4.95 per $400.00
BILL MATRIX-TERMINATED JUNE 2004
BillMatrix $3.50
Billmatrix, $3.95 fee starting 4/18/05.
Choice Pay $4.95 per transaction
Don't offer credit card payments
Easypay and transaction fee charged to the customer full cost if over R2500
E-Commerce (Speedpay) / 2.8%
First National Bank - Omaha, zero fee.
HSBC, Can't disclose
ITS -- $3.95
NCO
NCO - Customer pays all fees.
NCO Financial Systems - Customer is charged $5.75 per $600.00.
NCO for VRU application; $5.95; and Speedpay for online; $5.95 w ith $600 limit.
no vendor. The City absorbs the cost of credit card processing as a convenience to the customers.
Phone Charge Inc. / $3.50 per transaction
Princeton eCom ($5.95) and Official Payments Corp.
Speedpay
Speedpay
Speedpay
Source/Calculation: BB.25.1
Year: 2004
Final Report
1258
100860
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Method Used to Track Customer Payment Data
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Customer segment:
Percent
44.8%
2. Demographics:
20.7%
99. Other:
58.6%
Source/Calculation: BB.26.1
Year: 2004
Final Report
1259
100871
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Method Used to Track Customer Payment Data (Cont.)
Q: How do you track your customer payment data?
Billing cycle
Bi-monthly billing cycle
BY COMPANY AND PAYMENT OPTION
By Monthly Billing Cycle
Computer data plus spreadsheets
Customer Info System.
Monthly Reports
Multis, singles, key punch
Multi's, singles, key punch
Payment Method
Payment methods
Payment Source
Payment Source
Payment source.
Source of payment.
track the payment received
Source/Calculation: BB.26.99
Year: 2004
Final Report
1259.1
100867
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Calendar Days Small Business Customers Have to Pay Their Bill
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
20.2
14.0 <= 15.0
15.0 <= 20.0
20.0 <= 21.0
21.0 <= 30.0
Calendar Days
30.0
25.0
20.0
15.0
1
4
.
0
1
4
.
0
2
6
4
0
1
5
.
0
1
5
.
0
1
5
.
0
1
5
.
0
1
5
.
0
1
5
.
0
1
5
.
0
7
1
3
2
5
2
8
2
9
3
1
3
8
1
6
.
0
1
7
.
0
1
7
.
0
3
7
2
2
1
9
.
0
1
9
.
0
1
9
.
0
2
7
4
9
2
4
2
0
.
0
2
0
.
0
2
0
.
0
2
0
.
0
3
0
1
6
1
7
3
4
2
1
.
0
2
1
.
0
2
1
.
0
2
1
.
0
2
1
.
0
2
1
.
0
4
5
4
7
6
4
1
2
2
3
2
2
.
0
2
8
.
0
2
8
.
0
3
0
.
0
3
0
.
0
3
0
.
0
3
0
.
0
1
8
3
2
4
8
1
4
1
9
2
3
.
0
10.0
5.0
0.0
1
2
8
1
0
4
2
3
9
2
0
1
5
5
3
Source/Calculation: BB.27.1
Year: 2004
Final Report
1260
100878
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Options Offered to Customers
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Mail:
Percent
100.0%
2. Local Office:
57.1%
3. Automatic payment from
checking/savings accounts:
4. Automated Teller Machine
(ATM) - local office:
5. Debit Card - local office:
100.0%
14.3%
8.6%
6. Debit Card - on-line:
40.0%
7. Debit Card - phone:
54.3%
8. Credit Card - local office:
11.4%
9. Credit Card - on-line:
51.4%
10. Credit Card - phone:
71.4%
11. Internet (e.g. Paypal):
68.6%
12. EDI:
62.9%
13. Pay Agencies:
80.0%
99. Other:
34.3%
Source/Calculation: BB.28.1
Year: 2004
Final Report
1261
100872
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Options Offered to Customers (Cont.)
Q: What payment options do you offer your customers?
Bank
C heck by phone
Company Website
Internet
Internet through company site and customers bank
Kiosk
Pay by Phone Checking/Savings Account
Pay Stations
Quick Check / Pay by Phone
Tel Ach
Western Union
Source/Calculation: BB.28.99
Year: 2004
Final Report
1261.1
100868
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Last Payment Option Added
Q: What was the last payment option you added?
ACH
Auto debit
Auto-Debit
Check by phone and w eb site
Credit & Debit card
Credit / Debit Card
Credit / Debit Card
Credit card for large arrears.
Credit Card On Line
Credit card/debit card.
Credit Cards
debit card
Debit Card
Debit card by phone & internet
Internet
Internet
Internet
Internet payment
Internet payment via corporate w ebsite.
IVR - Credit Card
IVR FOR PMT FROM BANK ACCOUNT
Kiosk
On-line banking
Online Billing
Online Epay - early 2005.
Pay Agents through 3rd party vendor
Pay by debit card
Pay by Phone
PAY BY PHONE
Source/Calculation: BB.29.1
Year: 2004
Final Report
1262
100861
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Options Being Implemented
Q: What payment options are you trying to implement?
Adding Payment Agencies for w alk-in payments, but customer pays $1 per payment.,
ATM
Automated pay agencies
check image
credit card
Credit card via phone if fees are reduced.
CREDIT CARDS WITH NO FEES
Credit/Debit Cards
Debit/Credit Cards
e check - over the telephone
EBIDS
EBIDS
E-Bill and E-Payment
Expand Credit Card Payments
Have already implemented all payment options identified as part of the business plan.
INTERNET ONLINE E-BILL
Internet pay option and direct pay by phone.
Internet payment
No new payment option in sight
No new payment options at this time
No new payment options at this time
None
None
None.
None.
Paystation kiosks
Self serve payment kiosks
Web Payments
Source/Calculation: BB.30.1
Year: 2004
Final Report
1263
100862
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payment Options No Longer Using
Q: What payment options have you stopped using?
Accepting cash or debit payments at local office.
Credit Card
Credit Card
Credit card due to high transaction fee charged to customers
CREDIT CARDS WITH CONVENIENCE FEES
direct debit from credit cards due to expiration dates and customers changing cards w ithout notifing the utility
Local Division Offices
Local Offices
Local Offices
Local Offices, Kiosks
Local offices.
Most local offices
None
none
None
none
None
None
None,
None.
None.
Payment at the Bank
Paystations
There is currently one local office that is managed by an outside vendor at the utility headquarters. The utility operated offices have been closed.
Walk in payments to Central Processing Office
Walk-in-Centre payments
Source/Calculation: BB.31.1
Year: 2004
Final Report
1264
100863
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Program Guidelines for Payment Option
Credit Cards
Q: Explain any program guidelines for each payment option (e.g. is there a minimum/ maximum amount that can be paid via credit card?)
$3,600 per month
$400 per transaction up to 4 transactions per day.
$5.95 w ith $600 cap limit.
$600 per transaction - 3 in 5 days - 5 in month
$600 per transaction - 3 in 5 days - 5 per month
$600.00 per transaction
Credit Card customer fees are calculated at $4.95 per $400.00 payment
Do not accept
Every $500.00 the customer is charged anotehr service fee
Final accounts over $25, other accounts $1,000 or greater as long as a credit balance is not created. Only Visa and MasterCard accepted.
Maximum amount $400 Residential, $1000 Commercial
Maximum of $10,000
No limits.
No maximum or minimum amount
no min or max / fee of &5.75 per $600.00
No Minimum - Max Payment accepted is $99,999.99 Per transaction
No Minimum/Maximum Amount
None
None
None
None.
Not Offered
Residential Customers only
Thousand dollar maximum
Source/Calculation: BB.32.1
Year: 2004
Final Report
1265
100864
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Program Guidelines for Payment Option
Debit Card
Q: Explain any program guidelines for each payment option (e.g. is there a minimum/ maximum amount that can be paid via credit card?)
$3,600 per month
$600 per transaction - 3 in 5 days - 5 in month
$600 per transaction - 3 in 5 days - 5 per month
Maximum amount $400 Residential, $1000 Commercial
Maximum of $10,000
No limits.
No maximum or minimum amount
no min or max / fee of $5.75 per $600.00
No Minimum - Max Payment Accepted is 99,999.99 Per transaction, Handled like a credit card w ith Visa or Mastercard Logo
No Minimum/Maximum Amount
None
None
None
None
None
None.
Source/Calculation: BB.32.2
Year: 2004
Final Report
1266
100917
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Program Guidelines for Payment Option
Other
Q: Explain any program guidelines for each payment option (e.g. is there a minimum/ maximum amount that can be paid via credit card?)
$10,000 maximum - electronic check options
$90,000 Manimum - Electonic Check Option
Checks $1000 maximum
Electronic (ACB) R0,5M ; Cheque R5M per transaction
QuickCheck has a $100,000 limit,
Source/Calculation: BB.32.3
Year: 2004
Final Report
1267
100918
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Basis Used for Promoting One Payment Option Over Another
Payment Option
Q: What basis is used for promoting one payment option over another payment option?
All payment options are offered based on customer's preference. Electronic paymetns are promoted due to the finality of payment and least cost/most timely
payment option for company.
Annual Bill Insert to promote recurring bank draft plan
Bill insert
Company and customer cost per payment
Cost
Cost
Cost
Cost
Cost Benefit
Cost or customer convenience
Cost per transaction
Cost per transaction to company.
cost to utility per transaction; Customer Satisfaction
Cost to utility per transaction; Customer Satisfaction
Customer acceptance, cost to organizaton, benefit to organization
Customer convenience / cost
Customer convenience / cost
Depends on the customer's electric account status and how close to disconnection it is.
In order to reduce cost w e try to shift payments to the least costly payment option
inserts / marketing
Least cost to customer and company
Less costly options are preferrable.
none
None - w e don't promote one over the other.,
NONE,
Only credit card is accepted.
Payment processing costs and customer satisfaction
PROCESSING COSTS
Source/Calculation: BB.33.1
Year: 2004
Final Report
1268
100865
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Expense/Benefit Analysis for Payment Options
Including Any Cash Flow Studies
Q: Have you done any cost/ benefit analysis for the various payment options, including any cash flow studies?
1
Credit Card and the adverse effect it has on the City for paying the processing fee
Did a mailed-in payment analysis to determine w hether to insource or outsource.
Early stages of study. Data is incomplete.
Evaluating w ays to reduce credit card fees.
No
NO
NO
No
No
no
No
No
No data
No formal studies done at this time, but based on industry standards.
No.
No.
No. It is easy to determine the benefits of electronic payments due to the finality of payments and the least cost/most timely payment option for the company.
None recently - scheduled for 2005
None.
Normally on Business Cases a cost benefit analysis is done. We have looked at our different payment options and have indentified w hich are the most expensive
and try to shift customers to the least expensive options.
Not recently
Not to date
Time in motin cost benefit for each type of payment option
Time in motion analysis (cost benefit fore each type of payment option)
We know the cost of each payment option but have not done any cash flow studies.
yes
Source/Calculation: BB.34.1
Year: 2004
Final Report
1269
100866
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Method Used to Measure Customer Satisfaction for Payment
Options
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Phone Surveys:
Percent
50.0%
2. Mail Surveys:
10.7%
3. Direct Feedback from
customer:
4. Outside Vendor Survey:
50.0%
50.0%
99. Other:
10.7%
Source/Calculation: BB.35.1
Year: 2004
Final Report
1270
100873
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Method Used to Measure Customer Satisfaction for Payment
Options (Cont.)
Q: How do you measure customer satisfaction for your payment options?
Focus Groups
In-house surveys
Source/Calculation: BB.35.99
Year: 2004
Final Report
1270.1
100869
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Spend on Promoting Electronic Payment
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.02
$0.00 <= $0.01
$0.01 <= $0.01
$0.01 <= $0.02
$0.02 <= $0.04
Cost per Adj. Customer
$0.04
$
0
.
0
4
$0.04
$0.03
$0.03
$0.02
$
0
.
0
1
$0.01
$
0
.
0
1
$
0
.
0
1
$
0
.
0
2
$0.01
$0.01
$
0
.
0
0
$0.00
2
6
2
2
2
4
4
9
2
8
1
7
1
2
2
3
2
0
1
9
1
8
1
6
3
1
3
2
9
1
0
8
7
6
5
4
1
5
3
8
1
4
8
4
7
4
5
4
2
4
1
2
5
3
9
2
7
3
7
3
4
3
2
3
1
3
0
2
4
0
Source/Calculation: BB.36.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1271
1000533
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Method Used to Promote Payment Options
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Bill Inserts:
Percent
90.9%
2. Special Mailings:
27.3%
3. Outdoor Signage:
9.1%
4. Radio/Television Advertising:
18.2%
5. Final Call Notices:
21.2%
6. VRU:
51.5%
7. Internet:
81.8%
99. Other:
48.5%
Source/Calculation: BB.37.1
Year: 2004
Final Report
1272
100874
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Method Used to Promote Payment Options (Cont.)
Q: How do you promote your payment options?
BILL MESSAGES
Bill messages
Call Center Personnel
Connnect New sletters ; Customer Forums ; VRU
Consumer Reference Guide, Seminars
Customer Care Center
Customer Care Representatives
Customer Service Representatives
Local Office Brochures
Messages on the outside of mailing and business reply envelopes.
On the back of the billing statement
Payment option Info is on our Website
Print advertising
Source/Calculation: BB.37.99
Year: 2004
Final Report
1272.1
100870
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Use of Credit Card Option Approved By the Governing State
Regulatory Agency
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
58.6%
2. No:
41.4%
Source/Calculation: BB.38.1
Year: 2004
Final Report
1273
100875
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Credit Card Tariff Approved by Regulatory Body
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Total:
16.1%
2. No:
83.9%
Source/Calculation: BB.39.1
Year: 2004
Final Report
1274
100876
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Customers Can Select Payment Due Date
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
17.6%
2. No:
82.4%
Source/Calculation: BB.40.1
Year: 2004
Final Report
1276
100877
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Accessibility of Funds After Bank Deposit
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Immediately:
Percent
34.4%
2. Within 24 Hours:
65.6%
3. More than 24 Hours:
0.0%
Source/Calculation: BB.41.1
Year: 2004
Final Report
1277
1000409
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Additional Fees Charged to Credit-Card Payments
Q: What additional fees (if any) are charged to the customer who pays his bill with his credit card?
$3.50 transaction fee from 3rd party vendor
$3.95 vendor fee
$4.95 per $400.00
$5.75 per $600.00
$5.95 charged by the Vendor
$5.95 convenience/service fee paid to vendor
2.2% if over R2,500
2.8% fee from 3rd party (mentioned in BB.25
5.95 fee from bill matrix
BILL MATRIX CHARGES A $2.95 TRANSACTION FEE
Convenience Fee
Convenience fee is charged by 3rd party processor.
Customer pays a convenience fee for the option to pay by credit card.
Fee is charged by the vendor.
Fees are paid to the Credit Card Company.
Flat fee charged by vendor
no additional fees - only vendor convenience fee
no additional fees - only vendor convenience fee
NO CREDIT CARD OPTION AT THIS TIME
None
None
none
none by company
None.
only $3.95 to credit card vendor/processor
We do not accept credit card payment.
Source/Calculation: BB.42.1
Year: 2004
Final Report
1278
1000425
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payments Deposited Daily in Bank
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2
9
1
4
7
4
5
4
2
3
4
3
2
3
1
2
8
1
9
1
8
4
1
3
6
24 Hours
1
0
2
2
3
7
4
0
48 Hours
3
8
1
7
2
7
3
0
8
72 Hours
4
1
4
9
2
5
1
2
7
2
3
4
8
2
4
2
1
6
2
6
2
0
3
9
3
1
5
5
>72 Hours
Source/Calculation: BB.43.1
Year: 2004
Final Report
1279
Calculation shown is for the first piece of the stacked bar only.
1000465
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Payments with Processing Errors
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.4%
0.0% <= 0.0%
0.0% <= 0.2%
0.2% <= 1.0%
1.0% <= 1.8%
Percent of Payments
1.8%
1.6%
1.4%
1.2%
1.0%
0.8%
0.6%
0.4%
0.2%
0.0%
1
3
3
0
4
5
3
8
2
2
7
1
2
3
4
4
9
2
3
2
8
1
2
3
7
4
1
2
7
3
1
Mis-applied
1
9
1
7
2
6
Mis-coded
1
6
8
4
2
5
2
0
1
0
5
4
7
4
2
3
9
2
9
3
2
2
4
4
8
3
1
5
4
0
6
1
8
Other
Source/Calculation: BB.44.1
Year: 2004
Final Report
1280
Calculation shown is for the first piece of the stacked bar only.
1000446
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment Processing
Average Turnaround Time to Correct an Error
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
44
1 <= 15
15 <= 24
24 <= 48
48 <= 336
Hours
350
3
3
6
300
250
200
150
1
2
0
100
50
1
1
2
2
2
2
8
2
3
4
5
1
3
1
9
2
2
4
2
4
2
4
2
4
2
4
2
4
2
4
2
4
2
4
4
1
7
2
5
2
8
4
0
4
8
3
1
3
4
2
9
4
0
4
0
4
1
7
4
8
4
8
4
8
1
2
1
6
3
0
7
2
7
2
7
2
2
2
4
9
3
8
5
4
6
0
2
7
3
7
2
6
1
0
4
7
4
2
3
9
3
2
2
4
2
0
1
8
1
5
6
5
3
1
Source/Calculation: BB.45.1
Year: 2004
Final Report
1281
1000447
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Local Offices
(###) Report Viewer Record Number
Pg. 1282.
Pg. 1283.
Pg. 1284.
Pg. 1285.
Pg. 1285.1.
Pg. 1288.
Pg. 1289.
Pg. 1290.
Pg. 1291.
Pg. 1292.
Pg. 1293.
Pg. 1294.
Pg. 1295.
Pg. 1296.
Pg. 1297.
Pg. 1298.
Pg. 1298.1.
Pg. 1299.
Pg. 1300.
Pg. 1300.1.
Pg. 1301.
Pg. 1301.1.
Pg. 1302.
Pg. 1303.
Pg. 1304.
Pg. 1305.
Section Contents
(283) Local Office Expenses - per Adjusted Customers
(284) Local Office Expenses - Per Customer
(285) Local Office Expenses - By Type
(286) Local Office Expenses - per Local Office Payments
(287) Local Office Expenses Allocated to Other Processes - per Adjusted Customer
(288) Local Office & Pay Station Expense - Per Adjusted Customer
(289) Local Office & Pay Station Expense - Per Customer
(290) Company Local Office Staffing Level - FTEs per 100,000 Adjusted Customers
(291) Company Local Office Staffing Level - FTEs per 100,000 Customers
(292) Number Of Local Offices At Year End - Local Offices per 100,000 Adjusted Customers
(293) Number Of Local Offices At Year End - Local Offices per 100,000 Customers
(294) Payment Locations - Per 100,000 Adjusted Customers
(295) Payment Locations - Per 100,000 Customers
(296) Number of Local Offices You Had 3 Years Ago - Per 100,000 Adjusted Customers
(297) Number Of Local Offices You Had 3 Years Ago - Per 100,000 Customers
(298) Replacements for Closed Local Offices (299) Replacements for Closed Local Offices (Cont.) (300) Local Office Additions or Closings - Changes From Last Year
(301) Primary Strategy for Continuing to Have Local Offices (302) Primary Strategy for Continuing to Have Local Offices (Cont.) (303) Local Office Services Offered (304) Local Office Services Offered (Cont.) (305) Local Office Over-The-Counter Transactions - Customer Payment Methods
(306) Real-Time Payment Processing Usage - At Local Offices
(307) Method Used To Successfully Close Local offices (308) Lessons Learned From Closing Local Offices -
XIX
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office Expenses
per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2
$0 <= $1
$1 <= $2
$2 <= $3
$3 <= $12
Expense per Adj. Cust.
$12
$10
$8
$6
$4
$2
$0
3
0
1
4
0
2
3
3
2
4
7
2
5
2
6
8
2
4
7
3
8
3
4
1
6
5
4
9
2
7
1
7
1
3
3
7
2
2
2
1
9
3
4
2
4
1
2
8
2
0
1
0
1
2
4
5
3
9
2
9
4
8
1
5
6
1
8
4
3
1
Utilities
Labor Expense
Materials
3rd Party Contractor
Technology
Payroll Taxes
Telephone Service Charges
Facilities
Other
Contract Employee
Bank Charges
Vehicles
Breakdow n Unavailable
Source/Calculation: (B.29.1+B.29.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1282
Calculation shown is for the first piece of the stacked bar only.
8037
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office Expenses
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.78
$0.09 <= $1.10
$1.10 <= $1.70
$1.70 <= $3.57
$3.57 <= $11.71
Expense per Customer
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
0
1
3
2
4
0
2
3
4
7
2
5
2
4
2
6
8
7
3
4
1
6
4
9
2
7
1
7
3
8
5
1
3
2
3
7
2
2
1
9
4
2
3
4
1
2
8
2
0
1
0
1
2
4
5
3
9
2
9
4
8
1
5
6
1
8
4
3
1
Utilities
Labor Expense
Materials
3rd Party Contractor
Vehicles
Payroll Taxes
Telephone Service Charges
Facilities
Other
Contract Employee
Bank Charges
Technology
Breakdow n Unavailable
Source/Calculation: (B.29.1+B.29.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1283
Calculation shown is for the first piece of the stacked bar only.
70
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office Expenses
By Type
Percent
100%
80%
60%
40%
20%
0%
2
5
2
4
5
3
4
2
3
4
4
7
2
7
4
9
3
8
7
2
2
8
1
7
3
7
2
1
6
4
1
1
9
1
3
2
6
3
2
2
9
6
4
0
2
0
4
5
1
8
3
1
1
5
3
0
2
3
3
9
1
1
2
1
0
4
8
2
8
4
Utilities
Labor Expense
Materials
3rd Party Contractor
Technology
Payroll Taxes
Telephone Service Charges
Facilities
Other
Contract Employee
Bank Charges
Vehicles
Breakdow n Unavailable
Source/Calculation: (B.29.1+B.29.2)/SUM{B.29}
Year: 2004
Final Report
1284
Calculation shown is for the first piece of the stacked bar only.
10062
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office Expenses
per Local Office Payments
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.92
$0.95 <= $1.53
$1.53 <= $2.10
$2.10 <= $4.34
$4.34 <= $6.92
Expense per LO Payment
$7.00
$
5
.
2
1
$6.00
$5.00
$3.00
$1.00
$
6
.
9
2
1
7
1
6
$
4
.
0
5
$4.00
$2.00
$
5
.
4
4
$
6
.
2
1
$
0
.
9
5
$
1
.
0
0
2
5
1
3
$
1
.
1
0
$
1
.
4
6
$
1
.
5
6
$
1
.
5
8
2
7
4
9
$
2
.
0
1
$
2
.
0
2
3
8
8
$
2
.
1
8
$
2
.
1
8
2
3
$
2
.
9
0
$0.00
2
6
7
2
4
3
7
2
2
1
9
3
0
4
5
6
1
0
1
2
1
5
1
8
2
0
2
3
1
2
9
4
8
3
1
3
2
3
4
3
9
4
0
4
1
4
2
4
5
4
7
2
8
Utilities
Source/Calculation: SUM{B.29}/BB.3.2
Year: 2004
Final Report
1285
50255
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office Expenses Allocated to Other Processes
per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.71
$0.09 <= $1.12
$1.12 <= $1.51
$1.51 <= $3.02
$3.02 <= $11.71
Expense per LO Payment
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
2
3
2
6
2
7
4
7
2
5
2
4
3
8
3
4
1
6
5
4
9
1
7
1
3
3
7
2
2
3
4
2
4
1
1
8
2
9
3
9
4
5
1
2
1
1
0
2
0
2
8
3
2
4
7
3
0
6
4
0
1
9
1
5
2
4
8
8
3
1
Utilities
Payment Processing
Credit & Collections
Other
Source/Calculation: (SUM{B.29}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3))*B.59.1
Year: 2004
Final Report
1285.1
Calculation shown is for the first piece of the stacked bar only.
1000690
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office & Pay Station Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.02
$0.01 <= $0.34
$0.34 <= $1.18
$1.18 <= $1.88
$1.88 <= $16.12
Expense per Adj. Cust.
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
2
3
4
7
1
8
1
2
3
0
2
5
8
3
2
1
5
1
2
6
2
8
7
3
9
2
4
6
3
8
3
4
Pay Stations
4
0
1
6
5
4
1
7
2
7
4
9
1
3
3
7
2
2
2
1
9
3
4
2
4
1
2
0
1
0
4
5
2
9
4
8
3
1
Local Offices
Source/Calculation: SUM{B.30}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1288
Calculation shown is for the first piece of the stacked bar only.
50374
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office & Pay Station Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.26
$0.01 <= $0.40
$0.40 <= $1.21
$1.21 <= $2.16
$2.16 <= $16.12
Expense per Cust.
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
2
3
4
7
1
8
1
2
3
0
2
5
3
2
8
1
1
5
2
6
2
8
3
9
2
4
7
6
3
4
4
0
Pay Stations
4
1
7
2
7
1
6
4
9
3
8
5
1
3
2
3
7
2
2
1
9
3
4
2
4
1
2
0
1
0
4
5
2
9
4
8
3
1
Local Offices
Source/Calculation: SUM{B.30}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1289
Calculation shown is for the first piece of the stacked bar only.
50375
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Company Local Office Staffing Level
FTEs per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.49
0.16 <= 0.53
0.53 <= 1.08
1.08 <= 1.84
1.84 <= 4.03
FTEs per 100K Adj. Cust.
4.50
4.00
3
.
5
7
3
.
7
6
4
.
0
3
3.50
3.00
2
.
1
1
2.50
2.00
1.50
1.00
0.50
0
.
1
6
0
.
2
0
0
.
2
5
4
7
8
2
5
0
.
3
9
0
.
6
8
0
.
8
2
0
.
9
2
1
.
0
8
1
.
3
1
1
.
5
4
1
.
5
7
1
7
3
8
0.00
4
1
2
4
2
7
3
4
7
1
6
4
9
4
8
2
2
3
7
2
0
2
3
4
5
6
1
0
1
2
1
3
1
5
1
1
9
4
5
2
3
2
6
2
8
2
9
3
0
3
1
3
2
3
9
4
0
4
2
1
8
Source/Calculation: (G.6.1)/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2004
Final Report
1290
9156
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Company Local Office Staffing Level
FTEs per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.83
0.16 <= 0.53
0.53 <= 1.45
1.45 <= 2.32
2.32 <= 5.89
FTEs per 100K Customers
6.00
5
.
1
3
5
.
8
9
5.00
3
.
5
7
4.00
3.00
2.00
1.00
0
.
1
6
0
.
2
5
0
.
2
5
2
5
8
0
.
3
9
0
.
6
8
0
.
8
2
0
.
9
2
1
.
4
5
1
.
5
4
1
.
7
0
2
.
1
1
2
.
5
3
0.00
4
7
4
1
2
4
2
7
3
4
1
6
1
7
7
4
9
3
8
4
8
3
7
2
2
2
0
2
3
4
5
6
1
0
1
2
1
3
1
5
1
1
9
4
5
2
3
2
6
2
8
2
9
3
0
3
1
3
2
3
9
4
0
4
2
1
8
Source/Calculation: (G.6.1)/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2004
Final Report
1291
1951
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Number Of Local Offices At Year End
Local Offices per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.14
0.08 <= 0.27
0.27 <= 0.55
0.55 <= 1.01
1.01 <= 7.86
Local Office per 100K Adj. Cust.
8.00
7
.
8
6
7.00
6.00
5.00
4.00
2
.
8
9
3.00
2.00
1.00
0
.
0
8
0
.
1
0
0
.
1
4
4
7
2
6
2
5
0
.
2
2
0
.
2
4
0
.
3
1
0
.
3
5
0
.
4
2
0
.
4
7
0
.
5
5
2
7
2
4
3
4
3
7
7
3
8
1
7
0
.
6
7
0
.
7
0
1
9
1
6
0
.
8
6
0
.
9
9
1
.
0
2
2
2
4
8
1
.
8
3
1
.
9
0
1
3
2
0.00
4
9
4
1
4
2
2
0
3
4
5
6
8
1
0
1
2
1
1
8
4
5
2
3
2
8
2
9
3
0
3
1
3
2
3
9
4
0
1
5
Source/Calculation: BC.2.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2004
Final Report
1292
9179
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Number Of Local Offices At Year End
Local Offices per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.22
0.08 <= 0.27
0.27 <= 0.76
0.76 <= 1.29
1.29 <= 7.86
Local Office per 100K Customer
8.00
7
.
8
6
7.00
6.00
5.00
4.00
2
.
8
9
3.00
2.00
1.00
0
.
0
8
0
.
1
4
0
.
1
5
4
7
2
5
2
6
0
.
2
2
0
.
2
4
0
.
3
1
2
7
2
4
3
4
0
.
4
5
0
.
5
5
0
.
6
6
0
.
7
6
0
.
7
7
0
.
8
6
0
.
9
0
3
8
1
6
4
9
1
9
1
.
0
2
1
.
5
6
1
.
8
3
1
.
9
0
1
3
2
0.00
3
7
1
7
7
4
8
2
2
4
1
4
2
2
0
3
4
5
6
8
1
0
1
2
1
1
8
4
5
2
3
2
8
2
9
3
0
3
1
3
2
3
9
4
0
1
5
Source/Calculation: BC.2.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2004
Final Report
1293
7317
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Payment Locations
Per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
23.6
280.6 => 18.9
18.9 => 13.7
13.7 => 4.3
4.3 => 0.1
Locations per 100K Adj. Cust.
300.0
250.0
200.0
150.0
100.0
50.0
0.0
4
1
4
2
3
9
3
1
2
1
7
2
5
2
3
8
1
2
6
1
8
1
2
4
3
7
6
1
6
2
7
Local Offices
2
8
2
4
3
2
4
0
7
2
2
3
0
4
9
1
3
3
8
3
4
4
8
1
9
1
0
4
7
2
0
5
4
5
2
9
3
1
5
Pay Agencies
Source/Calculation: SUM{BC.2}/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2004
Final Report
1294
Calculation shown is for the first piece of the stacked bar only.
9191
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Payment Locations
Per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
25.2
280.6 => 23.8
23.8 => 14.0
14.0 => 4.3
4.3 => 0.1
Locations per 100K Customer
300.0
250.0
200.0
150.0
100.0
50.0
0.0
4
1
3
1
4
2
3
9
2
2
6
1
7
8
2
5
2
3
1
3
7
1
8
1
6
1
2
4
6
2
7
Local Offices
2
8
7
2
4
2
2
3
2
4
0
3
0
4
9
3
8
1
3
3
4
4
8
1
9
1
0
4
7
2
0
5
4
5
2
9
3
1
5
Pay Agencies
Source/Calculation: SUM{BC.2}/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2004
Final Report
1295
Calculation shown is for the first piece of the stacked bar only.
8051
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Number of Local Offices You Had 3 Years Ago
Per 100,000 Adjusted Customers
Mean
1.42
Local Offices per 100K Adj. Cust.
14.00
1
2
.
4
0
12.00
10.00
8.00
6.00
4
.
4
4
4.00
2.00
0
.
0
5
0
.
1
0
0
.
1
1
0
.
2
2
0
.
2
4
0
.
3
1
4
7
2
6
3
1
2
7
2
4
3
4
0
.
3
8
0
.
4
2
0
.
4
4
0
.
5
2
0
.
5
5
0
.
6
7
0
.
7
2
0
.
8
6
0
.
9
9
1
.
0
2
3
7
7
1
6
3
8
1
7
1
9
2
5
4
9
2
2
4
8
1
.
9
0
2
.
1
1
0.00
2
1
3
4
1
4
2
5
2
9
3
0
3
2
3
9
4
0
4
5
1
2
8
4
2
3
6
8
1
0
1
2
1
5
1
8
2
0
3
Source/Calculation: BC.3.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2004
Final Report
1296
9180
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Number Of Local Offices You Had 3 Years Ago
Per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.50
0.05 <= 0.29
0.29 <= 0.69
0.69 <= 1.15
1.15 <= 12.40
Local Offices per 100K Customer
14.00
1
2
.
4
0
12.00
10.00
8.00
6.00
4
.
4
4
4.00
2.00
0
.
0
5
0
.
1
5
0
.
1
7
0
.
2
2
0
.
2
4
0
.
3
1
4
7
2
6
3
1
2
7
2
4
3
4
0
.
4
8
0
.
4
9
0
.
5
5
0
.
6
6
0
.
7
2
0
.
8
3
0
.
8
6
0
.
9
0
1
.
0
2
1
6
3
7
1
7
7
2
5
3
8
4
9
1
9
4
8
1
.
5
6
1
.
9
0
2
.
1
1
0.00
2
2
2
1
3
4
1
4
2
2
0
3
4
5
6
8
1
0
1
2
1
1
8
4
5
2
3
2
8
2
9
3
0
3
2
3
9
4
0
1
5
Source/Calculation: BC.3.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2004
Final Report
1297
7318
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Replacements for Closed Local Offices
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Not Closing Offices:
Percent
50.0%
2. Pay Agents/Pay Stations:
40.9%
3. Call Center:
18.2%
99. Other:
18.2%
Source/Calculation: BC.4.1
Year: 2004
Final Report
1298
2887
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Replacements for Closed Local Offices (Cont.)
Q: If you are closing local offices, what are you using to replace them?
Arkla's Call Center
Kiosks, internet/electronic options
No Offices
Nothing
Source/Calculation: BC.4.99
Year: 2004
Final Report
1298.1
8188
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office Additions or Closings
Changes From Last Year
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
Average
1. Number Of Offices Closed:
-
-
-
-
-
-
1
-
-
-
-
2
6
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
2
4
2
-
1
2. Number Of Offices Opened:
2
0
Source/Calculation: BC.5.1
Year: 2004
Final Report
1299
97
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Primary Strategy for Continuing to Have Local Offices
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Brand Image:
Percent
38.9%
2. Sales Of Products/Services:
0.0%
3. Cash Economy Customers:
55.6%
4. Transaction Processing:
27.8%
5. Regulatory Guidance/Political:
72.2%
99. Other:
33.3%
Source/Calculation: BC.6.1
Year: 2004
Final Report
1300
2888
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Primary Strategy for Continuing to Have Local Offices (Cont.)
Q: What is your primary strategy for continuing to have local offices?
Currently studying the local office structure.
Customer convenience
Geographic customer service presence
Rural locations, potential APA locations limited or not in area.
To prevent fraud and collect money
Source/Calculation: BC.6.99
Year: 2004
Final Report
1300.1
8189
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office Services Offered
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. No Local Offices:
Percent
9.5%
2. Walk-In Payments:
76.2%
3. Community Outreach:
23.8%
4. Conservation/DSM Programs
Headquarters/Credit & Collections:
5. Customer Telephone Contact:
23.8%
47.6%
6. Drive-Through Window s:
14.3%
7. Marketing Program Information:
23.8%
8. Night Deposit Box:
66.7%
9. Service Initiation:
71.4%
10. Accept Payment For Other
Utilities, Cities, Etc.:
99. Other:
23.8%
28.6%
Source/Calculation: BC.7.1
Year: 2004
Final Report
1301
78
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office Services Offered (Cont.)
Q: What services are offered to your customers at local offices? ( (Only costs to perform customer service transactions should be included in section B.)
Bill Inquires
Payment extension & service order, etc.
Payment extension & service orders, etc.
Stop service requests, fraud verification, bill guarantees, payment research, rental agreement verifications, general information for HEAP and REACH energy
assistance programs.
To w itness ID and documents
Water Utility payments accepted at one location.
Source/Calculation: BC.7.99
Year: 2004
Final Report
1301.1
8070
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Local Office Over-The-Counter Transactions
Customer Payment Methods
Percent of Payments
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
7
1
9
3
7
4
9
1
3
3
8
2
4
1
6
2
7
2
2
6
Cash
1
7
2
2
4
1
4
7
Check
4
8
3
0
4
2
4
5
3
4
Credit Card
3
2
3
1
1
3
9
Debit Card
1
0
4
0
3
2
9
4
5
8
1
2
1
5
1
8
2
0
2
3
2
5
2
8
6
Other
Source/Calculation: BC.8.1
Year: 2004
Final Report
1302
Calculation shown is for the first piece of the stacked bar only.
69
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Real-Time Payment Processing Usage
At Local Offices
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
55.6%
2. No:
44.4%
Source/Calculation: BC.9.1
Year: 2004
Final Report
1303
99
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Method Used To Successfully Close Local offices
Q: How have you been able to successfully close local offices?
Consolidated tw o offices into one
no
Not at this time, but w e have cut back the hours at one location.
Not regulated; just closed them
Some office that w ere closed have been converted to pay agents in the smaller markets. We strive to make sure w hen an office closes the customers in that are
still have access to some type of in-person payment option.
Thoroughly communicating w ith customers, employees, and regulatory agents.
We found viable alternatives
yes
Source/Calculation: BC.10.1
Year: 2004
Final Report
1304
60238
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Local Offices
Lessons Learned From Closing Local Offices
Q: What did you learn from the process of closing offices?
A few customers w ill complain but w ill migrate to other payment methods.
Communicate to both external and internal customers w ell in advance the changes planned.
Low er cost
Planning and communicating is most critical.
Transactions are much more efficient w hen done from a call center
Source/Calculation: BC.11.1
Year: 2004
Final Report
1305
60239
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Bill & Payment
Payment: Agencies
(###) Report Viewer Record Number
Pg. 1306.
Pg. 1307.
Pg. 1311.
Pg. 1312.
Pg. 1314.
Pg. 1315.
Pg. 1316.
Pg. 1317.
Pg. 1319.
(310)
(311)
(312)
(313)
(314)
(315)
(316)
(317)
(318)
Section Contents
Total Pay Agency Expense - Per Adjusted Customer
Total Pay Agency Expense - Per Customer
Pay Agencies Openings/Closings - In the Last Year
Days Between Pay Agency Receipt of Payment and Posted to Customer Account - Pay Agency
Use Payment Agencies That Accept Reconnect Payments Payment Processing Method - Payment Agency Processing
Payment Agency Fee Policies Amount Paid by Company to Authorized Pay Agents - Per Transaction
Changes Undertaken or Contemplating to Eliminate or Add Automated Pay Stations -
XX
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Payment: Agencies
Total Pay Agency Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.40
$0.01 <= $0.11
$0.11 <= $0.27
$0.27 <= $0.53
$0.53 <= $1.65
Expense per Adj. Cust.
$1.80
$1.60
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
-$0.20
3
2
3
3
4
2
5
8
2
7
1
8
3
8
1
2
2
2
2
3
0
5
1
3
2
6
3
2
1
5
1
6
4
9
1
2
8
2
4
3
9
4
2
6
4
0
4
2
0
3
7
1
0
4
7
4
5
Labor Expense
Telephone Service Charges
Vehicles
3rd Party Contractor
Payroll Taxes
Bank Charges
Facilities
Other
Materials
Contract Employee
Technology
Breakdow n Unavailable
2
9
7
1
7
4
8
1
9
3
1
Source/Calculation: (B.30.2+B.30.1)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1306
Calculation shown is for the first piece of the stacked bar only.
2184
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Payment: Agencies
Total Pay Agency Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.43
$0.01 <= $0.13
$0.13 <= $0.33
$0.33 <= $0.57
$0.57 <= $1.65
Expense per Customer
$1.80
$1.60
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
-$0.20
3
2
3
3
4
2
5
2
7
1
8
8
1
2
2
3
0
3
8
1
3
2
2
3
2
5
4
9
1
1
6
2
6
1
5
2
8
2
4
3
9
4
2
6
4
0
4
2
0
3
7
1
0
4
7
4
5
Labor
Contract Employee
Facilities
3rd Party Contractor
Payroll Taxes
Telephone Service Charges
Vehicles
Other
Materials
Bank Charges
Technology
Breakdow n Unavailable
2
9
7
1
7
4
8
1
9
3
1
Source/Calculation: (B.30.2+B.30.1)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1307
Calculation shown is for the first piece of the stacked bar only.
1832
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment: Agencies
Pay Agencies Openings/Closings
In the Last Year
Question
1. Number Of Pay Agencies
Opened:
2. Number Of Pay Agencies
Closed:
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
7
9
-
-
3
8
-
5 3 6
0 5 0
-
0 0
-
0 0
2
0
1
-
5
4 3 3
1 1 2
0
3 2 6
0 0 2
0
-
1
1
0
0
6
0
-
2
-
1
1 0
0
-
-
-
0
2
3
40
5
7
-
-
3
2
-
6 3
1 5
-
0 0
-
1
4 1
0
6
0 2
-
2
3 8 5
1
1
0
1
7 5 3
0
3
0
-
5 3
1
0
2
-
2
-
1 0
-
-
-
0
3
0
27
-
Average
Source/Calculation: BD.2.1
Year: 2004
Final Report
1311
1770
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment: Agencies
Days Between Pay Agency Receipt of Payment and Posted to
Customer Account
Pay Agency
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.1
0.0 <= 1.0
1.0 <= 1.0
1.0 <= 1.0
1.0 <= 3.0
Working Days
3.0
3
.
0
2.5
2
.
0
2
.
0
2
.
0
2
.
0
2
.
0
2
3
7
3
1
2
6
1
0
2.0
1.5
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
1
.
0
4
7
8
1
2
1
5
1
6
1
7
1
8
2
2
1
3
8
4
9
2
8
4
2
3
2
4
1
2
5
4
0
2
3
3
9
1.0
0.5
0
.
0
0
.
0
0
.
0
2
4
1
3
3
0
0
.
1
0
.
2
0.0
2
7
6
3
4
4
8
4
7
4
5
2
9
2
0
1
9
5
3
Source/Calculation: BD.4.1
Final Report
1312
Year: 2004
20762
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment: Agencies
Use Payment Agencies That Accept Reconnect Payments
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
83.9%
2. No:
16.1%
Source/Calculation: BD.6.1
Year: 2004
Final Report
1314
6046
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment: Agencies
Payment Processing Method
Payment Agency Processing
Percent of Payments
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
3
7
2
3
4
9
2
6
2
7
2
8
2
2
3
2
2
4
3
8
3
9
4
0
4
1
4
2
1
3
0
8
1
8
4
1
2
6
7
3
1
2
1
3
1
6
1
7
3
4
4
8
4
7
4
5
3
5
2
5
1
0
2
0
2
9
1
5
1
9
Utilities
Automated Processing
Mailed-in to Centralized Processing
Performed in Business Office
Other
Source/Calculation: BD.7.1
Year: 2004
Final Report
1315
Calculation shown is for the first piece of the stacked bar only.
327
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment: Agencies
Payment Agency Fee Policies
Agents
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
6
3
8
2
4
1
4
9
2
Utility Pays Agent
3
4
2
2
3
2
1
3
4
1
1
6
3
9
2
8
Customer And Utility Pay Agent
4
3
1
2
6
4
0
3
0
1
8
8
7
1
0
Customer Pays Agent
1
7
3
7
4
2
2
7
1
2
Nobody Pays Agent
2
3
2
5
2
9
1
5
1
9
2
0
5
4
5
4
7
4
8
3
Other
Source/Calculation: BD.8.4/SUM{BD.8}
Year: 2004
Final Report
1316
Calculation shown is for the first piece of the stacked bar only.
3008
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment: Agencies
Amount Paid by Company to Authorized Pay Agents
Per Transaction
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.27
$0.00 <= $0.05
$0.05 <= $0.26
$0.26 <= $0.41
$0.41 <= $0.90
Payment per Transaction
$0.90
$
0
.
9
0
$0.80
$0.70
$0.60
$0.50
$0.40
$0.30
$0.20
$0.10
$
0
.
0
0
$
0
.
0
0
$
0
.
0
0
$
0
.
0
0
$
0
.
0
0
$
0
.
0
0
2
5
7
1
0
1
7
3
7
2
3
$
0
.
0
6
$
0
.
1
0
$
0
.
1
6
$
0
.
2
3
$
0
.
2
4
$
0
.
2
5
1
8
2
4
$
0
.
2
6
$
0
.
2
8
$
0
.
2
9
$
0
.
3
0
3
0
3
9
$
0
.
3
5
$
0
.
4
0
$
0
.
4
5
$
0
.
5
0
$
0
.
5
0
4
9
8
$
0
.
5
4
$
0
.
5
9
$0.00
1
2
3
4
2
7
2
2
3
2
2
4
0
2
6
3
8
4
1
2
8
1
6
4
8
4
7
4
5
4
2
3
1
2
9
2
0
1
9
1
5
1
3
6
5
4
3
1
Source/Calculation: BD.9.1
Year: 2004
Final Report
1317
1762
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Payment: Agencies
Changes Undertaken or Contemplating to Eliminate or Add
Automated Pay Stations
Q: Please describe any significant changes you have undertaken or are contemplating to eliminate or add automated pay stations.
adding POP (electronic checks)
Closing of local offices should expand number of pay stations
Contemplating addition of automated paystations in the future.
Contemplating contracting w ith a 3rd Party vendor to add automated pay stations.
Convenience or Customer Pay Agents
Convenience Paystations
Eliminating the Kiosk netw ork in March 2005
Investigating Kiosk Technology
NONE
none
NONE
None
None
None.
None.
Office closings could increase pay agents
Pilots w ith Absa.
Plan a slow deployment of paystations to enhance customer choice.
Plan a slow deployment of paystations to enhance customer choice.
Planning to add 1 pay station.
POP (electronic checks)
Suggestion made to executive management; aw aiting response
We are contemplating adding more pay stations w ith better technology to decrease foot traffic to tellers in the Credit Centers.
We are currently adding another authorized agent and the customer w ill begin paying a convenience fee.
We longer continue to accept agents that are compensated by the Utility
Source/Calculation: BD.11.1
Year: 2004
Final Report
1319
1000448
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved