2005 Customer Service Final Report Credit to End
October 07, 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 - Credit to End
Customer Service
- Participating Companies Baltimore Gas & Electric Company, MD
Southern California Edison Company, CA
CenterPoint Energy-Houston Gas, TX
Southern California Gas Company, CA
CenterPoint Energy-Minnegasco, MN
We Energies, WI
CenterPoint Energy-Southern Gas - Arkla, AR
Westar Energy
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
II
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Credit and Collections: Account Management
(###) Report Viewer Record Number
Pg. 1320.
Pg. 1320.1.
Pg. 1321.
Pg. 1322.
Pg. 1323.
Pg. 1324.
Pg. 1325.
Pg. 1326.
Pg. 1326.1.
Pg. 1326.2.
Pg. 1327.
Pg. 1328.
Pg. 1329.
Pg. 1330.
Pg. 1331.
Pg. 1331.1.
Pg. 1332.
Pg. 1333.
Pg. 1334.
Pg. 1335.
Pg. 1336.
Pg. 1337.
Pg. 1338.
Pg. 1339.
Pg. 1340.
Pg. 1341.
Pg. 1342.
Pg. 1343.
Pg. 1344.
Pg. 1345.
Pg. 1347.
Pg. 1348.
Pg. 1348.1.
Pg. 1349.
Pg. 1350.
Pg. 1351.
Section Contents
(6) Total Credit & Collections Expense (Ex Uncollectibles) - Per Adjusted Customer
(7) Total Credit & Collections Expense (Ex Uncollectibles) - Per Customer
(8) Total Credit & Collections Expense Allocated to Each Commodity (Ex Uncollectibles) - Per Adjusted Customer
(9) Total Credit & Collections Expense Allocated to Each Commodity (Ex Uncollectibles) - Per Customer
(10) Total Credit & Collections Expense (Inc. Uncollectibles & Pensions & Benefits) - Per Customer
(11) Total Credit & Collections Expense (Inc. Uncollectibles and Pensions & Benefits) - Per Adjusted Customer
(12) Total Credit & Collections Expense Including Uncollectibles - Per Adjusted Customer
(13) Total Credit & Collections Expense Including Uncollectibles - Per Customer
(14) Total Credit & Collections Expenditures (Including Uncollectibles, Pensions & Benefits) - Per Adjusted Customer
(15) Total Credit & Collections Expenditures (Including Uncollectibles, Pensions & Benefits) - Per Customer
(16) Credit & Collections Support Expense - Per Adjusted Customer
(17) Credit & Collections Support Expense - Per Customer
(18) Credit & Collections Office & Field Expense - Per Adjusted Customer
(19) Credit & Collections Office & Field Expense - Per Customer
(20) Credit & Collections Office & Field Expense - Per Adjusted Customer
(21) Credit & Collections Office & Field Expense - Per Customer in Credit Process
(22) Credit Office Expense - Per Adjusted Customer
(23) Credit Office Expense - Per Customer
(24) Credit Office Expense - By Type
(25) Credit Office Expense (Including Credit Contact Center) - Per Adjusted Customer
(26) Credit Office Expense (Including Credit Contact Center) - Per Customer
(27) Money Collected per Dollar Invested in C&C - Electric
(28) Money Collected per Dollar Invested in C&C (29) Uncollectible Expense - As a Percent of Total Revenue
(30) Uncollectible Expense - Per Adjusted Customer
(31) Uncollectible Expense - Per Customer
(32) Uncollectible Expense - Electric - As a Percent of Electric Revenue
(33) Uncollectible Expense - Electric - Per Electric Customer
(34) Uncollectible Expense - Gas - As a Percent of Gas Revenue
(35) Uncollectible Expense - Gas - Per Gas Customer
(36) Uncollectible Expense per Average Accounts Receivable (37) Uncollectible Expense Account - Items Included as Part of Account
(38) Uncollectible Expense Account (Cont.) - Items Included as Part of Account
(39) Change in Provision for Uncollectible Accounts - Per Customer
(40) Calculating Accumulated Provision for Uncollectible Accounts (41) Company Credit and Collections Staffing Level - FTEs per 100,000 Adjusted Customers
©2005 PA Consulting Group, All Rights Reserved
III
2005 Customer Service Final Report - Credit to End
Credit and Collections: Account Management
(###) Report Viewer Record Number
Pg. 1352.
Pg. 1353.
Pg. 1353.1.
Pg. 1354.
Pg. 1354.1.
Pg. 1355.
Pg. 1356.
Pg. 1357.
Pg. 1358.
Pg. 1359.
Pg. 1360.
Pg. 1361.
Pg. 1362.
Pg. 1363.
Pg. 1367.
Pg. 1371.
Pg. 1372.
Pg. 1377.
Pg. 1378.
Pg. 1381.
Pg. 1382.
Pg. 1383.
Pg. 1384.
Pg. 1385.
Pg. 1386.
Pg. 1387.
Pg. 1388.
Pg. 1389.
Pg. 1389.1.
Pg. 1390.
Pg. 1391.
Pg. 1391.1.
Pg. 1392.
Pg. 1393.
Pg. 1394.
Pg. 1395.
Section Contents
(42) Company Credit and Collections Staffing Level - FTEs per 100,000 Customers
(43) Area Credit Organization Is Part Of (44) Area Credit Organization Is Part Of (Cont.) (45) Credit Department Activities (46) Credit Department Activities (Cont.) (47) Average Days Sales Outstanding (48) Year-End Days Sales Outstanding (49) Past Due Days of Sales Outstanding - Average DSO
(50) Past-Due Days Sales Outstanding (DSO) - Year-End DSO
(51) Average Age of Receivables - Calendar Days
(52) Average Age of Receivables - Past Due Accounts (53) Average Unpaid Balance (For the Company) At End of Each Billing Cycle - Per Adjusted Customer
(54) Residential Collection Techniques - Percent of Revenue Collected by Each Technique
(55) Average Percent of Active Accounts Receivables >=30 Days and < 60 days (56) Average Percent of Final Accounts Receivables >=30 Days and < 60 days - Day Zero = Day Mailed
(57) Average Percent of Active Accounts Receivables >=60 Days and <90 days (58) Average Percent of Receivables >=60 Days and <90 days - Active Residential Accounts - All Commodities
(59) Average Percent of Receivables >=60 Days and <90 days - Final Billed Residential Accounts
(60) Average Percent of Receivables >=60 Days and <90 days - Final Billed Commercial/Industrial Accounts
(61) Average Percent of Active AR >=90 days - Day Zero = Day Bill Mailed
(62) Average Percent of Final AR >=90 days - Day Zero = Day Bill Mailed
(63) Collection Sequence Timeframe - Residential - Calendar Days Between Bill Mailing and Collection Events
(64) Collection Sequence Timeframe - Residential - Calendar Days Between Bill Mailing and Due Date
(65) Collection Sequence Timeframe - Commercial/Industrial - Calendar Days Between Bill Mailing and Due Date
(66) Collection Sequence Timeframe - Residential - Calendar Days Between Bill Mailing and Disconnection
(67) Collection Sequence Timeframe - Commercial - Calendar Days Between Bill Mailing and Collection Events
(68) Calendar Days Between Bill Mailing and Event (69) Factor Receivables to Others (70) Factor Receivables to Others (Cont.) (71) Credit Management Software - (eg. Recovery Management System)
(72) Customers That Received Payment Arrangements Last Year - Per Customer
(73) Credit & Collections Office Expense - Per Customers That Received Payment Arrangements Last Year
(74) Number of Payment Arrangements Allowed - Per Customer, Per Year
(75) Broken or Modified Payment Arrangements - Per Number of Payment Arrangements Received
(76) Determing a Broken Arrangement (77) Charge to Customer for FSR Activity ©2005 PA Consulting Group, All Rights Reserved
IV
2005 Customer Service Final Report - Credit to End
Credit and Collections: Account Management
(###) Report Viewer Record Number
Pg. 1395.1.
Pg. 1396.
Pg. 1397.
Pg. 1398.
Pg. 1400.
Pg. 1400.1.
Pg. 1401.
Pg. 1401.1.
Pg. 1402.
Pg. 1403.
Pg. 1403.1.
Pg. 1404.
Pg. 1405.
Pg. 1406.
Pg. 1407.
Pg. 1408.
Pg. 1408.1.
Section Contents
(78) Charge to Customer for FSR Activity (Cont.) (79) Charge to Customer for FSR Activity - Field Collection
(80) Charge to Customer for FSR Activity - Reconnection, Regular Hours, Same Day
(81) Charge to Customer for FSR Activity - Reconnection, Regular Hours, Next Day
(82) Charge for Late Payment (83) Charge for Late Payment (Cont.)
(84) Calculating Late Payment Charges (85) Calculating Late Payment Charges (Cont.) (86) Number of Delinquent Notices Mailed - Per Customer
(87) Customer Required To Pay To Be Reconnected (88) Customer Required To Pay To Be Reconnected (Cont.) (89) Treatment of Fees or Deposits When Account is Written-off - 1 = Include In Charge off; 2 = Reduce Recorded Revenue
(90) Collection Action Procedures Stopped Upon Customer Complaint (91) Payment Arrangements on Active Accounts on December 31 (92) Payment Arrangements on Final Accounts on December 31 (93) Automatic Final Account Upon Customer Move Out (94) Customers Delinquent Last Year (over 60 days late) - Percent of All Customers
V
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Total Credit & Collections Expense (Ex Uncollectibles)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.20
$1.08 <= $2.16
$2.16 <= $3.27
$3.27 <= $5.29
$5.29 <= $18.33
Expense Per Adjusted Customer
$20.00
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
4
4
5
2
8
3
9
6
3
2
2
3
3
5
1
5
3
8
2
4
8
2
7
2
9
1
3
0
7
4
9
4
0
1
2
2
2
1
3
1
9
2
5
2
4
3
1
8
1
8
3
7
1
6
1
0
1
7
4
7
4
1
2
6
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
3
4
2
0
4
2
Source/Calculation: (B.38.1+B.38.2)/(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
1320
Calculation shown is for the first piece of the stacked bar only.
1000402
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Total Credit & Collections Expense (Ex Uncollectibles)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.86
$1.08 <= $2.58
$2.58 <= $3.38
$3.38 <= $6.18
$6.18 <= $22.20
Expense Per Customer
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
4
4
5
2
8
3
9
6
3
2
2
3
2
4
8
3
2
7
2
9
5
1
1
5
3
0
4
9
4
0
1
2
1
3
3
8
2
5
2
4
1
9
7
2
2
1
8
1
7
1
6
8
4
7
3
7
1
0
3
1
4
1
3
4
Direct Labor Expense
Materials
Printing Expense
Vehicles
Breakdow n Unavailable
Payroll Taxes
Telephone Service Charges
3rd Party Contractor
Technology
Bank Charges
Contract Employee
Postage
Facilities
Other
2
6
2
0
4
2
Source/Calculation: (B.38.1+B.38.2)/(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
1320.1
Calculation shown is for the first piece of the stacked bar only.
1000677
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Total Credit & Collections Expense Allocated to Each Commodity
(Ex Uncollectibles)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.33
$1.08 <= $2.42
$2.42 <= $3.37
$3.37 <= $5.29
$5.29 <= $18.33
Expense per Adjusted Customer
$20.00
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
4
4
5
2
8
3
9
6
3
2
2
3
3
8
2
4
8
2
7
1
2
9
Electric Percentage
3
0
7
4
9
4
0
1
2
Gas Percentage
2
2
1
3
1
9
2
5
2
4
3
1
8
Water Percentage
1
8
3
7
1
6
1
7
4
7
4
1
2
6
3
4
2
0
1
0
5
4
2
3
1
5
Other
Source/Calculation: B.39.1*(SUM{B.38}/(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
1321
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000403
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Total Credit & Collections Expense Allocated to Each Commodity
(Ex Uncollectibles)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.95
$1.08 <= $2.57
$2.57 <= $3.46
$3.46 <= $6.18
$6.18 <= $22.20
Expense per Customer
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
4
4
5
2
8
3
9
6
3
2
2
3
2
4
8
2
7
1
2
9
3
0
Electric Percentage
4
9
4
0
1
2
1
3
3
8
Gas Percentage
2
5
2
4
1
9
7
2
2
1
8
Water Percentage
1
7
1
6
8
4
7
3
7
3
1
4
1
3
4
2
6
2
0
1
0
5
4
2
3
1
5
Other
Source/Calculation: B.39.1*(SUM{B.38}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9}))
Final Report
1322
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000600
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Total Credit & Collections Expense (Inc. Uncollectibles &
Pensions & Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$15.22
$4.14 <= $7.96
$7.96 <= $11.36
$11.36 <= $16.83
$16.83 <= $47.60
Expense per Customer
$50.00
$45.00
$40.00
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
6
4
9
3
3
8
5
1
5
1
2
4
Credit Office
3
0
1
3
4
0
Credit Field
2
9
3
2
2
4
2
7
3
9
4
1
4
5
2
3
Field Dispatch
2
2
2
5
1
6
Uncollectible
1
8
1
4
7
1
7
3
1
7
3
4
8
1
0
2
6
3
7
2
0
Pensions & Benefits
Source/Calculation: SUM{B.34}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Final Report
1323
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000153
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Total Credit & Collections Expense (Inc. Uncollectibles and
Pensions & Benefits)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$13.36
$4.14 <= $7.96
$7.96 <= $10.42
$10.42 <= $16.65
$16.65 <= $37.74
Expense per Adj. Cust.
$40.00
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
3
8
3
6
5
1
5
4
9
1
2
4
Credit Office
3
0
1
3
4
0
Credit Field
2
2
2
9
3
2
2
4
2
7
3
9
4
1
4
5
Field Dispatch
2
3
3
1
1
6
Uncollectible
2
5
1
8
1
4
7
7
1
7
3
4
8
1
0
2
6
3
7
2
0
Pensions & Benefits
Source/Calculation: SUM{B.34}/(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
1324
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000154
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Total Credit & Collections Expense Including Uncollectibles
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$12.10
$3.58 <= $7.67
$7.67 <= $10.34
$10.34 <= $15.46
$15.46 <= $35.85
Expense per Adj. Cust.
$40.00
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
3
8
4
9
6
3
5
1
5
1
2
4
3
0
2
4
1
3
Credit Office
2
2
4
0
3
2
2
9
Credit Field
2
7
3
9
4
1
4
5
2
3
Field Dispatch
1
6
3
1
2
5
1
8
2
6
7
1
7
4
7
1
3
4
1
0
8
3
7
2
0
1
9
Uncollectible
Source/Calculation: SUM{B.34}/(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
1325
Calculation shown is for the first piece of the stacked bar only.
7508
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Total Credit & Collections Expense Including Uncollectibles
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$13.97
$3.58 <= $7.67
$7.67 <= $11.24
$11.24 <= $16.52
$16.52 <= $45.70
Expense per Customer
$50.00
$45.00
$40.00
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
4
9
6
3
8
3
5
1
2
1
5
4
3
0
2
4
1
3
Credit Office
4
0
3
2
2
9
2
7
Credit Field
3
9
4
1
4
5
2
3
2
2
Field Dispatch
1
6
2
5
1
8
1
7
4
7
1
3
1
3
4
2
6
7
1
0
8
3
7
2
0
1
9
Uncollectible
Source/Calculation: SUM{B.34}/(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
1326
Calculation shown is for the first piece of the stacked bar only.
50365
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Total Credit & Collections Expenditures (Including
Uncollectibles, Pensions & Benefits)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$13.20
$4.14 <= $7.96
$7.96 <= $10.42
$10.42 <= $16.56
$16.56 <= $37.33
Expense per Adj. Cust.
$40.00
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
3
8
3
6
Credit Office
5
1
5
4
9
1
2
4
Credit Field
3
0
1
3
4
0
2
2
2
9
2
4
Field Dispatch
3
2
2
7
3
9
4
1
4
5
2
3
Uncollectible
3
1
1
6
2
5
1
8
7
1
Pensions & Benefits
4
7
1
7
2
6
3
4
8
1
0
3
7
2
0
Capital
Source/Calculation: SUM{B.34}/(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
1326.1
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000678
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Total Credit & Collections Expenditures (Including
Uncollectibles, Pensions & Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$15.30
$4.14 <= $7.96
$7.96 <= $11.36
$11.36 <= $17.97
$17.97 <= $47.60
Expense per Cust.
$50.00
$45.00
$40.00
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
6
4
9
3
Credit Office
5
3
8
1
5
1
2
4
Credit Field
3
0
1
3
4
0
2
9
2
4
3
2
Field Dispatch
2
7
3
9
4
1
4
5
2
3
Uncollectible
2
2
2
5
1
6
1
8
1
4
7
1
7
Pensions & Benefits
3
1
7
3
4
8
1
0
2
6
3
7
2
0
Capital
Source/Calculation: SUM{B.34}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Final Report
1326.2
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000679
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Credit & Collections Support Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.30
$0.28 <= $0.64
$0.64 <= $1.30
$1.30 <= $1.55
$1.55 <= $7.73
Expense Per Adjusted Customer
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
3
4
3
7
2
8
4
1
2
6
6
4
8
2
3
1
5
1
9
3
1
2
7
7
3
0
2
5
1
3
1
8
2
3
4
4
0
2
9
1
0
5
1
1
2
4
7
4
2
8
3
9
1
7
1
6
3
2
4
9
Direct Labor Expense: Primary Staff
Materials
Facilities
Other
Payroll Taxes
Telephone Service Charges
Vehicles
Breakdow n Unavailable
Contract Employee
3rd Party Contractor
Technology
2
4
3
8
2
0
4
5
Source/Calculation: (B.37.1+B.37.2)/(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
1327
Calculation shown is for the first piece of the stacked bar only.
1000405
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Credit & Collections Support Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.20
$0.28 <= $0.82
$0.82 <= $1.30
$1.30 <= $1.55
$1.55 <= $12.06
Expense Per Customer
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
4
3
7
2
8
4
1
2
6
6
4
8
2
3
1
5
1
9
3
1
2
7
7
3
0
2
5
1
3
1
8
2
3
4
4
0
2
9
1
0
5
1
1
2
4
7
4
2
8
3
9
1
7
1
6
3
2
4
9
Direct Labor Expense: Primary Staff
Materials
Facilities
Other
Payroll Taxes
Telephone Service Charges
Vehicles
Breakdow n Unavailable
Contract Employee
3rd Party Contractor
Technology
2
4
3
8
2
0
4
5
Source/Calculation: (B.37.1+B.37.2)/(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
1328
Calculation shown is for the first piece of the stacked bar only.
1000602
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit & Collections Office & Field Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.68
$1.08 <= $2.18
$2.18 <= $3.18
$3.18 <= $4.92
$4.92 <= $10.56
Expense per Adj. Cust.
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
4
5
3
9
6
3
2
2
3
3
5
1
5
3
8
2
4
2
7
2
9
1
2
2
4
9
7
3
0
4
0
1
2
1
3
2
5
2
4
2
6
3
7
3
1
1
6
1
8
Labor Expense
Contractor
Vehicles
Bank Charges
Payroll Taxes
Facilities
Postage
Other Contract Costs
Materials
Technology
Printing Expense
Other
8
1
0
1
7
4
7
4
1
3
4
2
8
2
0
4
2
4
8
1
9
Breakdow n Unavailable
Source/Calculation: (B.34.1+B.34.2+B.35.1+B.35.2)/(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
1329
Calculation shown is for the first piece of the stacked bar only.
2182
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit & Collections Office & Field Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.18
$1.08 <= $2.63
$2.63 <= $3.42
$3.42 <= $5.80
$5.80 <= $10.56
Expense per Customer
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
4
5
3
9
6
3
2
2
3
2
4
3
2
7
2
9
5
1
5
1
4
9
3
0
4
0
1
2
1
3
3
8
2
5
2
4
2
2
7
1
8
1
6
1
7
3
7
4
7
Labor Expense
Contractor
Printing Expense
Technology
Payroll Taxes
Facilities
Bank Charges
Other Contract Costs
Materials
Postage
Vehicles
Other
8
4
1
2
6
3
1
1
0
3
4
2
8
2
0
4
2
4
8
1
9
Breakdow n Unavailable
Source/Calculation: (B.34.1+B.34.2+B.35.1+B.35.2)/(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
1330
Calculation shown is for the first piece of the stacked bar only.
1830
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit & Collections Office & Field Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.70
$1.08 <= $2.19
$2.19 <= $3.24
$3.24 <= $4.94
$4.94 <= $10.57
Expense per Adj. Cust.
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
4
5
3
9
6
3
2
2
3
3
5
1
5
3
8
2
4
2
7
1
2
9
2
2
4
9
3
0
7
Credit Office
4
0
1
2
1
3
2
5
2
4
2
6
3
7
3
1
1
6
1
8
8
1
0
1
7
4
7
4
1
3
4
2
8
2
0
4
2
4
8
1
9
Credit Field
Source/Calculation: SUM{B.34}/(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
1331
Calculation shown is for the first piece of the stacked bar only.
4007508
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit & Collections Office & Field Expense
Per Customer in Credit Process
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$70.47
$9.39 <= $42.74
$42.74 <= $61.31
$61.31 <= $103.39
$103.39 <= $166.06
Expense per Cust. in Credit Process
$300.00
$250.00
$200.00
$150.00
$100.00
$50.00
$0.00
3
2
3
4
1
8
3
1
2
2
1
3
1
2
5
2
6
1
7
2
9
2
1
6
4
7
1
0
6
4
2
4
Credit Office
3
0
2
7
4
0
1
9
1
5
3
4
8
8
2
3
3
8
2
8
4
9
3
9
4
5
4
2
1
2
4
1
5
3
7
2
0
7
Credit Field
Source/Calculation: SUM{B.34}/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)*BE.34.1)
Year: 2004
Final Report
1331.1
Calculation shown is for the first piece of the stacked bar only.
1000730
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit Office Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.04
$0.42 <= $1.15
$1.15 <= $1.52
$1.52 <= $2.59
$2.59 <= $6.01
Expense per Adj. Cust.
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
-$1.00
4
5
3
2
1
5
5
2
4
3
8
6
4
9
2
3
7
1
2
3
0
2
4
3
2
7
2
2
2
5
1
3
1
7
3
4
1
4
0
1
8
2
6
2
9
1
6
8
3
1
1
0
3
7
4
1
4
7
2
8
2
0
4
2
Direct Labor Expense
Contract Employee
Printing Expense
Facilities
Other
Payroll Taxes
Telephone Service Charges
Bank Charges
Technology
Breakdow n Unavailable
Materials
Postage
Vehicles
3rd Party Contractor
3
9
4
8
1
9
Source/Calculation: (B.34.1+B.34.2)/(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
1332
Calculation shown is for the first piece of the stacked bar only.
6502
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit Office Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.33
$0.42 <= $1.23
$1.23 <= $1.92
$1.92 <= $2.81
$2.81 <= $6.01
Expense per Customer
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
-$1.00
4
5
3
2
2
4
6
1
5
4
9
2
3
1
2
5
3
0
2
4
2
7
3
2
5
3
8
7
1
3
1
7
3
4
1
4
0
1
8
2
2
2
9
1
6
2
6
8
1
0
3
7
3
1
4
1
4
7
2
8
2
0
4
2
Direct Labor Expense
Contract Employee
Telephone Service Charges
Facilities
Other
Payroll Taxes
Postage
Bank Charges
Technology
Breakdow n Unavailable
Materials
Printing Expense
Vehicles
3rd Party Contractor
3
9
4
8
1
9
Source/Calculation: (B.34.1+B.34.2)/(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
1333
Calculation shown is for the first piece of the stacked bar only.
50371
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit Office Expense
By Type
Percent
120%
100%
80%
60%
40%
20%
0%
-20%
2
3
4
1
2
4
3
8
3
5
1
5
3
7
1
7
4
9
4
7
2
5
3
1
4
5
1
6
2
2
6
4
1
2
4
1
0
4
0
1
8
2
3
1
3
3
2
7
3
0
2
7
Labor Expense
Contract Employee
Postage
3rd Party Contractors
Payroll Taxes
Telephone Service Charges
Printing Expense
Bank Charges
Materials
Facilities
Technology
Other
1
8
2
9
2
6
1
9
2
0
2
8
4
8
4
2
3
9
Breakdow n Unavailable
Source/Calculation: (B.34.1+B.34.2)/SUM{B.34}
Year: 2004
Final Report
1334
Calculation shown is for the first piece of the stacked bar only.
10063
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit Office Expense (Including Credit Contact Center)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.90
$0.81 <= $1.24
$1.24 <= $2.02
$2.02 <= $3.98
$3.98 <= $9.77
Cost per Adj. Customer
$10.00
$
7
.
9
7
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$
0
.
8
1
$
0
.
9
5
$
1
.
0
8
$
1
.
0
9
$
1
.
1
1
$
1
.
1
5
$
1
.
1
6
$
1
.
2
3
$
1
.
2
4
4
3
8
6
4
9
2
3
1
2
4
5
$
1
.
3
5
$
1
.
3
6
$
1
.
4
3
$
1
.
4
9
$
1
.
5
2
3
0
2
4
3
2
7
2
2
$
1
.
7
5
$
2
.
0
0
$
2
.
0
2
$
2
.
0
8
1
7
3
2
3
4
$
2
.
2
6
$
2
.
3
2
7
4
0
$
2
.
5
9
$
2
.
7
5
$
2
.
7
8
1
3
1
$
3
.
2
9
$
3
.
9
8
$
4
.
3
0
$
5
.
3
3
$
5
.
3
6
3
7
4
1
$
5
.
6
6
$
5
.
8
2
$
9
.
7
7
$
6
.
6
7
$0.00
1
5
5
2
5
2
6
3
1
1
8
1
6
2
9
8
1
0
4
7
2
2
8
2
0
4
2
3
9
4
8
1
9
Source/Calculation: (SUM{B.34}+SUM{P.13})/(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
1335
Calculation shown is for the first piece of the stacked bar only.
1000251
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit Office Expense (Including Credit Contact Center)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.28
$1.08 <= $1.35
$1.35 <= $2.08
$2.08 <= $4.75
$4.75 <= $9.77
Cost per Customer
$10.00
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$
1
.
0
8
$
1
.
1
1
$
1
.
1
3
$
1
.
1
5
$
1
.
1
6
$
1
.
2
3
$
1
.
2
4
$
1
.
2
7
$
1
.
3
5
$
1
.
3
6
4
6
1
5
4
9
2
3
1
2
4
5
5
3
0
2
4
$
1
.
4
9
$
1
.
7
3
$
1
.
7
5
$
1
.
7
6
3
2
5
3
8
$
2
.
0
0
$
2
.
0
2
$
2
.
0
8
1
7
3
2
3
4
$
2
.
3
2
$
2
.
3
7
4
0
2
2
$
2
.
7
5
$
2
.
7
8
1
3
1
$
3
.
5
5
$
3
.
9
8
$
4
.
0
5
1
8
2
6
$
4
.
7
5
$
4
.
9
4
$
5
.
3
6
$
5
.
6
6
$
6
.
7
9
$
7
.
3
9
$
7
.
9
7
$
8
.
7
6
$
9
.
7
7
1
0
2
$1.00
$0.00
2
7
7
1
6
3
1
4
1
2
9
3
7
8
4
7
2
8
2
0
4
2
3
9
4
8
1
9
Source/Calculation: (SUM{B.34}+SUM{P.13})/(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
1336
Calculation shown is for the first piece of the stacked bar only.
1000252
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Money Collected per Dollar Invested in C&C
Electric
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$478.56
$2,473.14 => $524.53
$524.53 => $371.48
$371.48 => $225.63
$225.63 => $126.99
Percent
$1,400.00
$1,200.00
$1,000.00
$800.00
$600.00
$400.00
$200.00
$0.00
-$200.00
6
4
2
7
1
3
1
2
2
3
8
4
1
2
4
3
4
4
7
1
0
1
6
1
5
3
5
2
Normal Billing
3
1
7
3
0
4
0
1
7
3
7
8
2
6
3
2
2
5
2
3
4
9
4
5
1
9
4
8
3
9
2
9
2
8
4
2
2
0
1
2
1
8
After Normal Billing
Source/Calculation: ((SUM{A.13}*BE.9.1)-BG.2.2-(B.42.2-B.42.1))/(SUM{P.13}+SUM{B.34}+SUM{B.35})
Year: 2004
Final Report
1337
Calculation shown is for the first piece of the stacked bar only.
50396
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Money Collected per Dollar Invested in C&C
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$506.34
$2,473.14 => $595.52
$595.52 => $417.63
$417.63 => $259.05
$259.05 => $141.07
Percent
$1,400.00
$1,200.00
$1,000.00
$800.00
$600.00
$400.00
$200.00
$0.00
6
4
4
5
3
2
3
9
2
3
2
7
3
0
1
5
5
3
1
3
4
0
2
2
3
8
2
5
1
Normal Billing
1
7
7
2
4
2
6
4
1
3
1
1
6
8
1
2
4
9
3
4
1
8
4
7
3
7
2
9
1
0
2
4
8
1
9
2
8
2
0
4
2
After Normal Billing
Source/Calculation: (((SUM{A.13}+SUM{A.14}+SUM{A.15})*BE.9.1)-SUM{BG.2}-(B.42.2-B.42.1+B.42.4-B.42.3+B.42.6-B.42.5+B.42.8-B.42.7))/(SUM{P.13}+SUM{B.34}+SUM{B.3
5})
Year: 2004
Final Report
1338
Calculation shown is for the first piece of the stacked bar only.
50397
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Uncollectible Expense
As a Percent of Total Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.52%
0.07% <= 0.24%
0.24% <= 0.42%
0.42% <= 0.63%
0.63% <= 2.45%
Expense per Revenue
2.50%
2
.
4
5
%
2.00%
1.50%
1.00%
0.50%
0
.
0
7
%
0
.
1
3
%
0
.
1
4
%
3
8
6
0
.
2
1
%
0
.
2
2
%
0
.
2
3
%
0
.
2
4
%
0
.
2
4
%
0
.
2
4
%
0
.
2
4
%
0
.
2
4
%
0
.
2
5
%
0
.
2
7
%
0
.
3
0
%
1
3
4
9
3
0
3
2
4
5
1
5
2
8
4
4
8
4
0
0
.
3
3
%
0
.
3
4
%
3
2
2
2
0
.
3
7
%
0
.
4
1
%
0
.
4
2
%
0
.
4
2
%
0
.
4
3
%
0
.
4
5
%
1
6
2
7
4
2
1
7
1
2
0
.
5
4
%
0
.
5
5
%
0
.
5
6
%
4
7
3
1
4
1
0
.
5
9
%
0
.
6
0
%
2
5
2
6
0
.
6
3
%
0
.
6
9
%
0
.
6
9
%
0
.
7
1
%
1
8
2
3
4
5
0
.
7
8
%
0
.
8
3
%
0
.
8
8
%
1
.
0
7
%
1
.
3
4
%
0.00%
2
3
4
2
9
7
3
9
1
8
1
0
3
7
2
0
1
9
Source/Calculation: SUM{B.40}/(SUM{A.13}+SUM{A.14}+SUM{A.15})
Year: 2004
Final Report
1339
8055
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Uncollectible Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$7.92
$1.16 <= $3.92
$3.92 <= $6.59
$6.59 <= $9.73
$9.73 <= $30.92
Uncollectible per Adjusted Customer
$35.00
$
3
0
.
9
2
$30.00
$
2
1
.
1
1
$25.00
$
2
2
.
9
1
$20.00
$15.00
$10.00
$5.00
$
1
.
1
6
$
1
.
4
2
$
1
.
5
7
2
3
8
4
9
$
3
.
0
1
$
3
.
0
6
$
3
.
1
1
$
3
.
2
2
3
5
1
5
6
$
3
.
6
1
$
3
.
9
0
$
3
.
9
2
$
3
.
9
8
$
4
.
2
5
$
4
.
4
5
$
4
.
6
3
$
4
.
8
4
$
4
.
9
9
$
5
.
3
0
2
4
1
2
4
2
2
8
4
8
3
0
1
3
4
1
2
2
4
0
$
6
.
5
5
$
6
.
5
9
2
9
4
$
7
.
3
0
$
7
.
3
7
$
7
.
4
8
1
6
3
2
2
7
$
8
.
2
6
$
8
.
9
0
$
9
.
0
0
$
9
.
0
9
3
4
3
9
2
6
$
9
.
6
9
$
9
.
7
3
$
9
.
7
7
1
7
1
8
4
7
$
1
0
.
1
2
$
1
0
.
4
7
$
1
0
.
8
7
$
1
2
.
3
9
$
1
4
.
0
1
$0.00
3
1
2
3
2
5
4
5
7
1
1
0
8
3
7
2
0
1
9
Source/Calculation: SUM{B.40}/(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
1340
8040
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Uncollectible Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$9.13
$1.16 <= $4.12
$4.12 <= $7.37
$7.37 <= $10.12
$10.12 <= $39.43
Uncollectible per Customer
$40.00
$35.00
$
2
7
.
7
0
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$
1
.
1
6
$
1
.
5
7
$
2
.
2
9
$
3
.
2
2
$
3
.
6
1
$
3
.
6
3
$
3
.
9
0
$
3
.
9
2
$
3
.
9
8
$
4
.
1
2
$
4
.
2
5
$
4
.
3
4
$
4
.
4
5
6
2
4
3
1
2
4
2
2
8
5
4
8
1
5
3
0
$
4
.
6
3
$
4
.
8
4
1
3
4
1
$
5
.
3
0
$
6
.
5
5
$
6
.
5
9
2
9
4
$
7
.
3
7
$
7
.
4
8
$
7
.
8
1
$
8
.
0
6
3
2
2
7
2
2
1
6
$
8
.
9
0
$
9
.
0
0
3
4
3
9
$
9
.
6
9
$
9
.
7
3
$
9
.
7
7
1
7
1
8
4
7
$
1
0
.
1
2
$
1
0
.
4
7
$
1
0
.
8
7
2
3
2
5
4
5
$
1
2
.
4
2
$
1
4
.
0
1
$
1
4
.
1
7
1
2
6
$
2
9
.
0
9
$
3
9
.
4
3
$
1
9
.
4
2
$0.00
2
4
9
3
8
4
0
3
1
7
1
0
8
3
7
2
0
1
9
Source/Calculation: SUM{B.40}/(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
1341
50378
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Uncollectible Expense - Electric
As a Percent of Electric Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.440%
0.073% <= 0.229%
0.229% <= 0.333%
0.333% <= 0.510%
0.510% <= 1.567%
Expense per Revenue
1.600%
1.400%
1
.
1
0
2
%
1.200%
1.000%
0.800%
0.600%
0.400%
0.200%
0
.
0
7
4
%
0
.
1
4
2
%
0
.
1
4
7
%
6
3
8
0
.
1
6
3
%
0
.
1
7
4
%
1
5
5
0
.
2
0
6
%
0
.
2
2
6
%
0
.
2
2
6
%
0
.
2
4
0
%
0
.
2
4
4
%
0
.
2
4
6
%
0
.
2
5
9
%
3
0
3
2
4
2
8
4
4
8
0
.
2
9
9
%
0
.
3
2
7
%
0
.
3
3
2
%
0
.
3
3
4
%
2
6
3
2
2
2
0
.
3
6
8
%
0
.
3
7
0
%
3
4
1
6
0
.
3
9
4
%
0
.
4
2
0
%
0
.
4
2
0
%
0
.
4
2
7
%
2
7
3
1
1
7
0
.
5
3
8
%
0
.
5
6
3
%
0
.
5
9
0
%
0
.
6
9
1
%
1
.
2
4
5
%
1
.
5
6
7
%
0
.
8
7
9
%
0.000%
2
1
3
4
0
7
4
7
4
1
2
5
2
3
1
8
1
0
3
7
2
0
1
2
4
2
4
5
3
9
2
9
4
9
1
9
1
8
Source/Calculation: B.40.1/SUM{A.13}
Year: 2004
Final Report
1342
80551
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Uncollectible Expense - Electric
Per Electric Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$7.747
$1.163 <= $4.101
$4.101 <= $6.688
$6.688 <= $9.494
$9.494 <= $25.375
Uncollectible per Electric Customer
$30.000
$
2
0
.
6
5
7
$25.000
$
2
1
.
3
1
8
$
2
5
.
3
7
5
$20.000
$15.000
$10.000
$5.000
$
1
.
1
6
3
$
1
.
8
7
6
$
2
.
2
9
0
$
2
.
4
3
8
1
5
5
$
3
.
2
1
8
$
3
.
3
6
1
$
3
.
6
0
9
6
3
2
4
$
3
.
9
8
4
$
4
.
4
5
3
$
4
.
6
3
1
$
4
.
8
4
5
3
0
1
3
4
1
$
5
.
3
0
4
$
5
.
3
0
7
4
0
4
8
$
5
.
8
2
0
$
6
.
5
9
1
$
6
.
7
8
6
$
6
.
9
6
1
$
6
.
9
9
7
4
1
6
3
1
2
2
$
7
.
3
7
1
$
7
.
4
8
1
$
7
.
6
0
5
3
2
2
7
7
$
8
.
8
9
6
$
9
.
6
9
4
$
9
.
7
7
2
1
7
4
7
$
1
0
.
1
2
1
$
1
0
.
4
6
9
$
1
4
.
0
1
3
$0.000
2
3
8
2
8
2
6
3
4
2
3
2
5
1
1
0
3
7
8
2
0
1
2
4
2
4
5
3
9
2
9
4
9
1
9
1
8
Source/Calculation: B.40.1/(SUM{A.3}+SUM{A.6}+SUM{A.7}+SUM{A.9})
Year: 2004
Final Report
1343
80401
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Uncollectible Expense - Gas
As a Percent of Gas Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.876%
0.092% <= 0.397%
0.397% <= 0.686%
0.686% <= 0.905%
0.905% <= 4.335%
Expense per Revenue
4.500%
4
.
3
3
6
%
4.000%
3.500%
3.000%
2.500%
2.000%
1.500%
1.000%
0.500%
0
.
0
9
3
%
0
.
2
1
6
%
0
.
2
5
3
%
4
9
3
0
.
3
7
1
%
0
.
3
7
2
%
5
2
2
0
.
4
2
2
%
0
.
4
3
3
%
0
.
4
4
7
%
4
2
1
5
1
2
0
.
6
2
9
%
0
.
6
8
6
%
0
.
7
1
1
%
1
8
4
5
0
.
8
3
2
%
0
.
8
4
8
%
0
.
8
8
5
%
0
.
9
2
5
%
3
9
1
6
3
1
8
1
.
0
2
0
%
1
.
5
2
4
%
1
.
6
5
6
%
0.000%
3
8
2
9
2
6
7
1
0
3
7
4
8
2
3
1
3
2
5
3
0
6
2
7
4
0
4
2
2
8
1
7
2
4
3
2
3
4
4
7
1
4
1
2
0
1
9
Source/Calculation: B.40.2/SUM{A.14}
Year: 2004
Final Report
1344
80552
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Uncollectible Expense - Gas
Per Gas Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$10.422
$0.680 <= $3.913
$3.913 <= $8.997
$8.997 <= $12.151
$12.151 <= $47.412
Uncollectible per Gas Customer
$50.000
$
4
7
.
4
1
2
$45.000
$40.000
$35.000
$30.000
$25.000
$20.000
$15.000
$10.000
$5.000
$
0
.
6
8
0
$
1
.
5
7
4
$
2
.
5
7
7
$
2
.
7
5
9
2
2
3
$
3
.
9
0
4
$
3
.
9
2
1
$
3
.
9
9
5
1
2
4
2
5
$
4
.
6
5
5
$
6
.
5
4
8
$
8
.
9
9
7
$
9
.
7
3
3
$
1
0
.
7
2
1
$
1
0
.
8
7
1
3
1
4
5
$
1
1
.
7
3
8
$
1
2
.
5
6
4
$
1
4
.
7
8
1
$
1
8
.
2
0
8
$
2
2
.
3
7
8
$0.000
3
8
4
9
1
5
2
9
3
9
1
8
1
6
2
6
8
7
1
0
3
7
4
8
2
3
1
3
2
5
3
0
6
2
7
4
0
4
2
2
8
1
7
2
4
3
2
3
4
4
7
1
4
1
2
0
1
9
Source/Calculation: B.40.2/(SUM{A.4}+SUM{A.6}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1345
80402
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Uncollectible Expense per Average Accounts Receivable
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
6.25%
2.43% <= 3.59%
3.59% <= 5.62%
5.62% <= 7.49%
7.49% <= 16.58%
Expense per Receivable
18.00%
16.00%
14.00%
12.00%
10.00%
8.00%
6.00%
4.00%
2
.
4
3
%
2
.
4
5
%
6
4
1
2
.
6
8
%
2
.
8
1
%
2
4
3
8
3
.
2
3
%
3
.
2
9
%
2
2
4
3
.
4
8
%
3
.
4
9
%
1
3
3
0
3
.
6
9
%
3
.
9
8
%
4
.
2
8
%
4
.
4
7
%
4
.
7
4
%
4
.
8
7
%
5
.
0
2
%
1
6
4
5
3
5
.
6
2
%
5
.
9
6
%
6
.
0
2
%
2
6
2
7
6
.
3
6
%
6
.
8
7
%
6
.
8
8
%
3
1
7
7
.
3
9
%
7
.
4
5
%
7
.
5
3
%
3
4
2
3
4
7
7
.
9
8
%
8
.
6
0
%
9
.
7
5
%
1
0
.
5
9
%
1
2
.
0
1
%
1
3
.
4
2
%
1
6
.
5
8
%
2.00%
0.00%
4
9
1
5
2
8
3
2
1
2
1
7
2
5
1
8
1
3
9
1
0
8
3
7
2
0
5
4
2
2
9
4
8
2
1
9
4
0
Source/Calculation: SUM{B.40}/BE.6.1
Year: 2004
Final Report
1347
50395
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Uncollectible Expense Account
Items Included as Part of 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
1. Energy Usage and Demand
Charges:
2. Late Payment Fees:
Percent
90.9%
81.8%
3. Interest:
27.3%
4. Energy Theft And Associated
Charges:
99. Other:
51.5%
12.1%
Source/Calculation: B.41.1
Year: 2004
Final Report
1348
352
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Uncollectible Expense Account (Cont.)
Items Included as Part of Account
Q: What items are included in the uncollectible expense amount (Account 904)?
Non-energy charges (Sundries)
Products and Services
Service Establishment and Payment Options Fees
Taxes and surcharges.
Source/Calculation: B.41.99
Year: 2004
Final Report
1348.1
8112
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Change in Provision for Uncollectible Accounts
Per Customer
Mean
$0.07
Provision per Customer
$15.00
$10.00
$5.00
$0.00
-$5.00
-$10.00
-$15.00
8
1
6
3
9
4
0
1
8
2
8
2
4
2
3
4
7
2
6
1
3
1
7
3
2
4
9
4
2
2
7
1
0
Provision For Uncollectibles - Electric
1
7
3
0
2
9
4
5
4
1
3
7
2
0
5
1
2
3
4
3
8
4
8
2
2
2
3
1
5
1
9
6
2
5
4
3
1
Provision For Uncollectibles - Gas
Source/Calculation: (B.42.2-B.42.1)/(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
1349
Calculation shown is for the first piece of the stacked bar only.
6006
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Calculating Accumulated Provision for Uncollectible Accounts
Q: How was your accumulated provision for Uncollectible Accounts calculated?
A Percentage of Revenue method is used for all rate paying customers by applying the historical 24-month average bad debt rate to the most recent 7 months'
revenues.
Accounts over 60 days analyzed by regions. Amount determined to be uncollectable is adjusted as a credit to 144.
Accumulated provision for uncollectible accounts w as calculated by subtracting the gross w rite-offs from uncollectibles budget and adding recoveries, then net
monthly activity (debit/credit) is applied to balance at the end of each period.
As a percent of electric revenues
Bad debt expense is calculated monthly and booked to the provision. Accounts are w ritten off monthly against the provision. Legal and miscellaneous expenses
associated w ith pursuing the arrears accounts are also posted to the provision.
Balance sheet approach to valuation. Net realizable value is determined through specific pre-formulated reserve study rates applied to past due (arrears) balances
The balance sheet method uses arrears balances as the basis to determine net realizable val
Black motor formula.
Calculated by Corporate Accounting Services
Estimate a percentage of uncollectible account balance for current, > 30 day, manually billed, inactive & other accounts. Compare to prior account balance to
determine if adjustments are needed.
General reserve calculated:Aged billed & unbilled accts receivable.Less reserve exceptions (i.e., specific reserves, interdepartmental receivable, interest
receivable) Equals aged receivable base Multiplied by general reserve factors=gen reserve.
In certain high risk areas w e provide for 90 % of all arrear debt, w hile in the other arease w e only provide for debt w here overdue debt exceeds 90 days. For C&
customers debt ids provided for by customer w hen debt recovery is doubtful
Per Cent of Revenue based upon rolling 12 months net w rite-offs as Per cent of 12 months revenue.
Provision = % of firm revenues
Rolling 12 month average of actual w rite-offs as a percentage of revenue applied to the current months revenue.
See attached note.,
Statistical Method Based on Finalled Accounts
The provision is calculated based on a % of each aging bucket (i.e. 30 day, 60 day, ect.)
The provision is calculated on assessing the quality of the receivables by category, and assigned a collectibility % to each category. For example, Special
Agreements are reserved for at a specific %.
We use Lag Revenues to calculate a 24 month ratio of bad debt. The ration is applied to the forecasted revenues expected to be in accounts receivables at each
months end.
Source/Calculation: B.43.1
Year: 2004
Final Report
1350
1000349
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Company Credit and Collections Staffing Level
FTEs per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
4.02
1.32 <= 2.58
2.58 <= 3.64
3.64 <= 4.73
4.73 <= 11.35
FTEs per 100K Adj. Cust.
12.00
1
1
.
3
5
10.00
8
.
5
2
8.00
6.00
4.00
2.00
1
.
3
2
1
.
7
3
1
.
7
8
1
.
8
1
1
.
8
8
1
.
8
8
1
.
8
9
4
5
3
8
1
3
2
3
4
3
2
2
.
5
5
2
.
6
7
2
.
8
6
3
.
0
3
3
.
0
9
3
1
1
3
.
2
9
3
.
3
2
3
.
3
4
1
2
2
2
8
3
.
9
5
3
.
9
6
2
5
2
4
.
1
4
4
.
2
4
4
.
3
4
4
.
4
1
2
6
2
4
3
0
7
4
.
4
7
4
0
4
.
8
1
4
.
9
3
5
.
4
5
5
.
6
2
6
.
6
2
7
.
3
0
0.00
6
4
8
4
9
2
7
1
6
1
7
1
8
3
7
1
0
4
1
4
7
3
4
2
8
2
0
5
4
2
3
9
2
9
3
1
5
1
9
Source/Calculation: (SUM{G.7})/((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
1351
9155
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Company Credit and Collections Staffing Level
FTEs per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
4.50
1.32 <= 2.72
2.72 <= 4.24
4.24 <= 5.41
5.41 <= 11.35
FTEs per 100K Customers
12.00
1
1
.
3
5
10.00
8
.
5
2
8.00
6.00
4.00
2.00
1
.
3
2
1
.
7
3
1
.
8
1
1
.
8
8
1
.
8
8
1
.
8
9
4
5
1
3
2
3
4
3
2
2
.
5
5
2
.
6
7
2
.
8
6
2
.
8
8
2
7
3
8
3
.
0
9
3
.
2
9
3
.
9
5
3
.
9
6
2
5
2
4
.
2
4
4
.
2
4
4
.
3
4
8
2
4
3
0
4
.
4
7
4
.
5
6
4
0
3
1
4
.
9
3
5
.
2
0
5
.
3
1
5
.
4
5
6
.
4
5
6
.
9
1
7
.
1
7
8
.
6
9
7
.
3
0
0.00
6
4
8
4
9
1
1
2
1
7
2
2
1
6
1
8
2
6
7
3
7
4
1
4
7
1
0
3
4
2
8
2
0
5
4
2
3
9
2
9
3
1
5
1
9
Source/Calculation: (SUM{G.7})/((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
1352
1949
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Area Credit Organization Is Part Of
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. Financial Services
Organization:
2. Customer Services
organization:
99. Other:
Percent
3.0%
90.9%
6.1%
Source/Calculation: BE.2.1
Year: 2004
Final Report
1353
60247
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Area Credit Organization Is Part Of (Cont.)
Q: What area is your Credit organization part of?
Huston Gas Operations
Source/Calculation: BE.2.99
Year: 2004
Final Report
1353.1
50035
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit Department Activities
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. Bankruptcy Processing:
Percent
100.0%
2. Payment Tracing:
51.5%
3. Account Reconciliation and
Balancing:
4. Selection and Review of Field
Work:
5. Skip Tracing:
27.3%
63.6%
72.7%
6. Application for Service
Review :
7. Low Income Program
Administration:
8. Collection/Recovery Activities:
36.4%
48.5%
97.0%
9. Field
Collections/Disconnections:
10. Work w ith Large Account
CSRs:
99. Other:
60.6%
66.7%
27.3%
Source/Calculation: BE.3.1
Year: 2004
Final Report
1354
2984
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit Department Activities (Cont.)
Q: What activities are included in the credit department?
Contingency Fund
credit call center / credit bureau investigation
Deposit Review s/Quotations
Deposits
Inactive account processing, deposits, refunds, balance transfers, medical certification program, and 3rd party collection agencies.
issue disconnects for non-pay
Municipals, and I&C portfolios
Policy and strategy development, reporting
Returned Checks
Source/Calculation: BE.3.99
Year: 2004
Final Report
1354.1
8200
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Average Days Sales Outstanding
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
29
19 <= 25
25 <= 27
27 <= 32
32 <= 51
Days
60
5
0
.
5
50
40
30
20
1
9
.
1
2
0
.
5
2
1
.
4
2
3
.
0
2
3
.
4
2
3
.
6
4
9
6
3
0
2
5
.
0
2
5
.
0
1
7
2
7
2
5
.
6
2
6
.
2
2
6
.
6
2
6
.
8
2
7
.
0
4
7
4
8
2
2
2
5
3
2
2
7
.
9
2
9
.
0
3
0
.
5
3
1
.
0
1
2
4
3
2
.
0
3
2
.
2
1
6
2
3
3
3
.
8
3
5
.
2
3
6
.
0
3
8
.
2
3
8
.
8
1
0
7
10
4
0
3
4
1
3
3
1
4
1
4
8
1
8
3
7
2
8
2
0
5
1
2
4
2
4
5
3
9
2
9
2
6
3
8
2
3
1
5
Source/Calculation: BE.4.1
Year: 2004
Final Report
1355
Only Participants with All the Data are Shown
6010
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Year-End Days Sales Outstanding
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
27
14 <= 24
24 <= 27
27 <= 31
31 <= 41
Year-End DSO
45
40
35
30
25
20
15
1
4
.
0
1
5
.
3
1
6
.
6
1
9
.
3
2
0
.
8
2
4
.
0
2
4
.
4
4
9
1
7
2
5
.
0
2
5
.
0
3
2
2
2
2
6
.
0
2
6
.
2
2
6
.
4
2
5
4
8
1
3
2
7
.
0
2
7
.
0
2
7
.
0
2
7
.
0
1
6
2
7
3
0
4
1
2
9
.
0
3
0
.
0
3
2
.
7
3
3
.
1
8
1
3
3
.
8
3
7
.
2
3
8
.
3
4
1
.
0
10
5
1
8
4
0
4
7
3
1
6
2
3
2
4
4
1
0
7
3
7
2
8
2
0
5
1
2
4
2
4
5
3
9
2
9
3
4
2
6
3
8
2
3
1
5
Source/Calculation: BE.4.2
Year: 2004
Final Report
1356
Only Participants with All the Data are Shown
6009
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Past Due Days of Sales Outstanding
Average DSO
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
9
1 <= 3
3 <= 10
10 <= 14
14 <= 25
Average DSO
25
2
0
.
5
20
1
5
.
9
2
5
.
0
1
7
.
0
15
9
.
7
10
5
0
.
9
2
.
0
2
.
1
6
4
7
2
.
9
3
.
8
3
.
9
1
3
4
1
0
.
0
1
0
.
7
1
1
.
7
5
.
0
0
1
9
3
0
3
2
2
5
1
2
3
8
1
0
2
4
3
4
1
8
2
6
2
7
4
0
1
5
3
2
2
2
4
8
1
7
7
3
1
4
9
2
8
1
6
2
9
3
9
4
5
4
2
1
2
4
1
5
3
7
2
0
3
8
Source/Calculation: BE.5.1
Year: 2004
Final Report
1357
1000350
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Past-Due Days Sales Outstanding (DSO)
Year-End DSO
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
7
1 <= 4
4 <= 7
7 <= 10
10 <= 18
Year-End DSO
18
1
8
.
0
16
1
4
.
3
14
12
9
.
4
10
9
.
7
1
0
.
0
1
0
.
4
1
0
.
5
8
2
3
8
6
3
.
5
4
2
0
.
9
1
.
9
2
.
0
4
7
6
3
.
9
4
.
2
5
.
0
0
1
9
3
0
4
1
3
3
2
2
5
1
1
8
1
0
2
4
3
4
2
7
4
0
1
5
3
2
2
2
4
8
1
7
7
3
8
3
1
2
6
2
8
1
6
2
9
3
9
4
5
4
2
1
2
4
1
5
3
7
2
0
4
9
Source/Calculation: BE.5.2
Year: 2004
Final Report
1358
1000575
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Average Age of Receivables
Calendar Days
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
30.50
17.25 <= 24.15
24.15 <= 27.30
27.30 <= 32.32
32.32 <= 82.80
Days
50.00
45.00
40.00
35.00
30.00
25.00
20.00
1
7
.
2
5
1
8
.
1
3
1
8
.
7
8
2
0
.
4
9
2
0
.
6
5
2
8
1
5
2
2
.
4
5
2
3
.
2
4
2
3
.
2
8
1
3
3
0
2
4
.
4
4
2
5
.
0
8
2
5
.
2
8
2
5
.
4
3
2
7
4
7
3
9
2
6
.
0
9
2
6
.
6
5
2
6
.
6
9
2
7
.
1
9
2
7
.
2
2
2
7
.
4
1
2
7
.
5
8
2
5
3
2
8
4
1
1
9
3
1
3
0
.
9
7
3
1
.
2
2
3
1
.
3
8
1
6
2
3
1
2
2
8
.
7
3
3
1
.
9
8
3
2
.
0
0
1
2
4
3
3
.
3
0
3
6
.
1
7
3
6
.
2
3
2
2
2
6
3
7
.
5
9
3
9
.
2
7
4
8
.
8
9
4
9
.
4
8
3
7
4
5
15.00
10.00
5.00
0.00
3
3
4
3
8
4
9
1
7
6
1
8
4
1
0
7
2
0
5
4
2
2
9
4
8
2
4
0
Utilities
Source/Calculation: (BE.6.1/BE.6.2)*30
Year: 2004
Final Report
1359
Only Participants with All the Data are Shown
345
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Average Age of Receivables - Past Due Accounts
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
18
1 <= 4
4 <= 6
6 <= 16
16 <= 193
Average Age of Receivables
200
1
9
3
.
2
180
160
140
120
100
80
60
40
20
1
.
3
1
.
3
1
.
9
2
.
2
2
.
4
2
.
9
4
.
2
4
.
5
5
.
0
5
.
0
5
.
5
6
.
2
7
.
9
3
9
1
2
4
2
6
3
3
0
2
7
1
5
4
9
3
2
1
7
2
2
4
7
1
0
.
0
1
0
.
8
3
8
1
6
1
4
.
6
1
5
.
4
1
5
.
7
1
8
2
6
1
0
2
3
.
2
2
3
.
3
3
4
3
1
2
6
.
9
3
8
.
1
0
1
9
4
4
5
2
4
1
3
2
5
4
0
2
4
8
2
3
7
2
8
2
9
1
4
1
5
3
7
2
0
8
Source/Calculation: BE.7.1/BE.7.2*30
Year: 2004
Final Report
1360
1000351
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit and Collections: Account Management
Average Unpaid Balance (For the Company) At End of Each
Billing Cycle
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$41.89
$10.81 <= $18.64
$18.64 <= $32.70
$32.70 <= $44.12
$44.12 <= $127.96
Balance per Adjusted Customer
$140.00
$120.00
$
1
1
9
.
6
3
$
1
2
7
.
9
6
3
4
2
2
$100.00
$80.00
$60.00
$40.00
$20.00
$
1
0
.
8
1
$
1
2
.
2
8
$
1
2
.
8
4
1
7
6
1
6
$
1
7
.
7
3
$
1
9
.
5
5
$
1
9
.
8
3
1
0
4
$
3
0
.
9
7
$
3
2
.
7
0
$
3
9
.
0
2
$
3
9
.
3
3
4
1
2
4
$
4
2
.
5
1
$
4
5
.
7
4
$
5
7
.
3
9
$0.00
1
9
3
2
2
7
7
4
9
1
8
3
9
2
3
2
5
4
0
1
5
3
2
4
8
3
8
3
1
2
9
2
8
4
5
4
2
4
7
1
2
1
5
3
7
2
0
2
6
Source/Calculation: BE.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)
Final Report
1361
Only Participants
with All the Data are Shown
2004
Year:
1818
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Residential Collection Techniques
Percent of Revenue Collected by Each Technique
Percent of Revenue
100%
80%
60%
40%
20%
0%
4
9
4
1
4
5
4
7
1
0
3
8
2
7
2
9
1
3
2
2
4
6
1
2
3
4
4
8
1
2
4
1
9
3
1
2
8
3
2
6
4
0
1
6
7
1
5
5
3
0
3
7
3
9
1
7
1
8
2
3
2
2
5
Normal Billings
Second Notice - Outbound Call
Disconnect
Report To Credit Bureau
First Notice - Reminder - On Bill
Second Notice
Report To Collection Agent
Other
First Notice
Disconnect Notice
Sent to Collection Agent - Secondary
2
0
2
3
4
2
8
Source/Calculation: BE.9.1
Year: 2004
Final Report
1362
Calculation shown is for the first piece of the stacked bar only.
385
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Average Percent of Active Accounts Receivables >=30 Days and
< 60 days
Question
1 2 3 4 5 6 7 8
1. Electric Residential
Receivables:
2. Electric C/I Breakdow n
Unavailable:
1
4.
0
%
1
4.
0
%
1
6
7.
1.
1
0
%
%
1
2.
0.
- 1 0
%
%
3. Gas Residential Receivables:
4. Gas Commercial/Industrial
Receivables:
7. Combination Residential
Receivables:
8. Combination
Commercial/Industrial
Receivables:
100. Breakdow n Unavailable by
Commodity or Customer Class:
-
-
-
-
-
-
-
-
-
-
2
2.
6
%
3
0.
2
%
2
6.
6
%
1
5.
6
%
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.
- 3 %
-
1.
7.
9 - 0 %
%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
8.
0 %
-
0.
2 %
-
-
-
-
-
-
-
-
-
-
-
6.
- 0 %
0. 0.
- 1 3 % %
4. 4.
- 0 4 % %
-
2
1.
5
%
-
1
8.
0
%
1
2.
0
%
-
-
-
-
-
-
0. 0.
0 7 % %
-
-
-
-
-
-
-
1
5.
4
%
-
-
-
-
-
1 2
1
6
1
5.
6.
5. 6.
1.
0.
7.
0 - 7
0 0
3
0
0
%
%
% %
%
%
%
1
6
2
2. 5.
3.
6.
5.
4.
0.
- 7 0
- 2
- 0 0
0
4
% %
%
%
%
%
%
-
-
8
0.
- - 0
%
6
5.
- - 0
%
2
3
8.
0.
0
0
%
%
2
7.
8.
0 0
%
%
Average
-
-
4.
5 %
-
23.3%
-
-
3.
5 %
-
16.1%
1
6.
0
%
1
4.
0
%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1.
3 %
-
-
-
-
-
-
7.
0 %
-
-
-
-
-
-
-
-
-
-
-
7.4%
-
-
-
-
-
-
3.
0 %
-
-
-
-
-
-
-
-
-
-
-
3.2%
-
1
6.
5
%
-
1
0.
0
%
14.0%
1
4.
0
%
9.
- 1 %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
17.1%
8.6%
Source/Calculation: BE.10.1
Year: 2004
Final Report
1363
50031
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Average Percent of Final Accounts Receivables >=30 Days and <
60 days
Day Zero = Day Mailed
Question
1 2 3 4 5 6 7 8
1. Electric Residential
Receivables:
2. Electric C/I Breakdow n
Unavailable:
3
0. 0
%
1
8. 0
%
-
-
-
-
-
-
3. Gas Residential Receivables:
2
3.
0
%
2
- 8.
6
%
3
- 0.
4
%
1
- 5.
7
%
-
-
-
-
-
-
4. Gas Commercial/Industrial
Receivables:
-
-
-
-
-
7. Combination Residential
Receivables:
-
-
-
-
-
-
-
-
-
-
-
-
8. Combination
Commercial/Industrial
Receivables:
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
6. 8
%
2
0.
- 3 - 2. 6
%
%
0. 0.
- 0 0 - % %
-
1.
1 %
1
7.
0
%
5
0.
4.
- 1 - 0 - 9.
0
%
%
%
3
5. 0
%
4.
0 %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1.
8 %
-
-
-
3.
3 %
-
-
1
8. 0
%
1
- 9. 0
%
-
0.
6.
3 - 0 %
%
8
0.
0
%
2
- - - 0.
0
%
3
3.
- 0 - 0.
0
%
%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
3.2%
-
-
-
-
-
-
-
-
3.1%
0.
1 %
-
-
-
-
-
1.
4 %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5.
0 %
-
-
-
-
0.
3 %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
6.
0 %
-
-
-
-
-
1
9. - 5
%
1
- 8. - 4
%
8
1
6. - - 4.
0
0
%
%
1
2
7. - - 6.
0
0
%
%
-
-
-
-
3.
0
%
-
Average
21.9%
16.2%
20.5%
15.6%
Source/Calculation: BE.11.1
Year: 2004
Final Report
1367
50032
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Average Percent of Active Accounts Receivables >=60 Days and
<90 days
Question
1 2 3 4 5 6 7 8
1. Electric Residential
Receivables:
7. 2.
2.
0 8 - 9 % %
%
2. Electric Commercial/Industrial
Receivables:
3.
0 %
4. Gas Commercial/Industrial
Receivables:
7. Combination Residential
Receivables:
100. Breakdow n Unavailable by
Commodity or Customer class:
Average
1
0. 0
%
-
2.
6.
4 - 5 %
%
-
4.
2.
0 - 3 %
%
-
3. 1. 1
2. 1.
1.
6.
1 5 0. - 9 4 - 4 - 0 % % 0
% %
%
%
%
-
-
0.
2.
2 - 0 %
%
-
0.
1.
7 - 8 %
%
-
3.
4.
0 - 6 %
%
-
0. 1. 3.
0. 0.
0.
1.
8 0 0 - 6 1 - 8 - 0 % % %
% %
%
%
-
-
-
-
-
-
-
-
0. 0.
0 1 % %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0.
0 %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
3. 2.
0 1 % %
-
-
-
-
-
-
-
3.
7 %
-
-
-
-
-
-
4.
0 %
-
-
-
-
-
-
-
-
-
-
-
-
0. 0.
0 2 % %
-
-
-
-
-
-
-
3.
3 %
-
-
-
-
-
-
2.
0 %
-
-
-
-
-
-
2.
8 %
-
-
8.
5 %
-
4. 6.
8 0 % %
-
-
-
-
-
-
-
-
-
-
-
-
1
0. 0
%
-
3. Gas Residential Receivables:
8. Combination
Commercial/Industrial
Receivables:
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
2. 0
%
6.
- 0 %
-
-
1
0.
0
%
1
- - - 0.
0
%
3
5.
- 0 - 0.
0
%
%
-
-
-
-
-
2.
4 %
-
4.5%
-
-
1.
3 %
-
2.1%
5. 5.
0 3 % %
-
4.
2
%
7.7%
-
0.
4 %
-
1.
0
%
1.9%
-
-
-
-
-
-
3.2%
-
-
-
-
-
-
-
1.4%
-
-
-
-
-
2.
6 %
5.8%
Source/Calculation: BE.12.1
Year: 2004
Final Report
1371
337
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Average Percent of Receivables >=60 Days and <90 days
Active Residential Accounts - All Commodities
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
4.6%
0.1% <= 2.3%
2.3% <= 3.6%
3.6% <= 6.1%
6.1% <= 12.0%
Percent of Receivables
12.0%
1
0
.
0
%
1
0
.
0
%
1
0
.
0
%
4
1
2
5
6
1
2
.
0
%
10.0%
8.0%
6.0%
4.0%
2.0%
1
.
4
%
1
.
4
%
1
.
5
%
2
8
3
0
2
4
2
.
1
%
2
.
2
%
2
.
3
%
3
1
1
0
2
2
2
.
4
%
2
.
8
%
2
.
9
%
2
.
9
%
2
4
2
7
3
.
1
%
4
.
0
%
4
.
2
%
5
.
0
%
5
.
0
%
4
2
3
9
5
.
3
%
6
.
0
%
6
.
5
%
7
.
0
%
0
.
1
%
0.0%
1
2
4
7
2
3
1
7
4
9
4
5
3
2
1
3
1
1
8
2
0
3
7
5
2
9
1
6
3
4
2
6
3
8
7
8
4
8
3
1
5
1
9
4
0
Utilities
Source/Calculation: (BE.12.1*A.3.1+BE.12.3*A.4.1+BE.12.5*A.5.1+BE.12.7*(A.9.1+A.8.1+A.6.1+A.7.1))/(A.3.1+A.4.1+A.5.1+A.9.1+A.8.1+A.6.1+A.7.1)
Year: 2004
Final Report
1372
50295
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Average Percent of Receivables >=60 Days and <90 days
Final Billed Residential Accounts
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
5.8%
0.0% <= 1.1%
1.1% <= 4.0%
4.0% <= 8.9%
8.9% <= 17.0%
Percent of Receivables
18.0%
16.0%
1
3
.
7
%
14.0%
1
7
.
0
%
12.0%
10.0%
8.0%
6.0%
4.0%
2.0%
4
.
0
%
4
.
0
%
4
2
3
9
2
.
1
%
0
.
0
%
0
.
0
%
1
0
1
2
0.0%
4
5
4
9
1
8
2
7
3
1
2
2
2
3
1
5
8
4
0
1
7
6
3
0
2
5
1
3
2
3
4
1
9
1
6
2
0
3
7
5
4
1
1
4
8
2
9
2
8
3
4
2
6
3
2
2
4
3
8
7
4
7
Utilities
Source/Calculation: BE.13.3
Year: 2004
Final Report
1377
340
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Average Percent of Receivables >=60 Days and <90 days
Final Billed Commercial/Industrial Accounts
Question
1 2 3 4 5 6 7 8
2. Electric C/I Breakdow n
Unavailable:
4. Gas C/I Breakdow n
Unavailable:
6. Water Commercial/Industrial
Receivables:
8. Combination
Commercial/Industrial
Receivables:
1
3.
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
-
-
-
-
-
-
-
-
-
-
0.
- 0 %
-
-
-
-
-
-
-
-
-
0.
- 1 %
-
-
-
-
-
-
1
3.
0
%
0.
- 4 %
-
-
-
-
-
-
2
2.
0
%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0.
3 %
-
-
-
-
-
-
-
-
-
-
7
0.
0
%
-
-
-
-
-
-
-
-
8.
0 %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
2
4.
0
%
-
-
-
0.
3.
5. 0.
- 1 - 0 - 1 5 %
%
% %
1
2.
1
%
-
Average
7.9%
-
0.
- 3 %
1
8.
2
%
10.1%
-
-
-
-
-
-
-
0.3%
-
-
-
-
-
-
-
26.0%
Source/Calculation: BE.13.2
Year: 2004
Final Report
1378
338
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Average Percent of Active AR >=90 days
Day Zero = Day Bill 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
Average:
1
9 %
-
0
%
1
0 %
-
8
1
%
%
-
3
%
-
-
-
2
8 1
1 1
1
5
9 % %
% %
%
%
%
-
-
-
-
2
9 %
-
4
%
-
8%
2
%
-
0
2
%
%
-
5
1
%
%
-
2
%
-
-
-
2 2 4
0 0
0
1
% % %
% %
%
%
-
-
-
-
8
%
-
2
%
-
2%
-
-
-
-
-
-
-
-
0 0
% %
-
-
-
3
7 %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5
%
-
5 4
% %
-
1
%
7%
4. Gas Commercial/Industrial
Receivables:
-
-
-
-
-
-
-
-
0
%
-
-
-
-
1
5 %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
2
%
-
1
%
4%
7. Combination Residential
Receivables:
-
-
-
-
-
-
-
2 1
4 0 % %
-
-
-
-
-
3
5
0 %
%
-
-
-
-
-
-
1
2 %
-
-
-
-
-
-
-
-
-
-
-
16%
-
-
-
-
-
-
-
0 0
% %
-
-
-
-
-
7
8
0 %
%
-
-
-
-
-
-
5
%
-
-
-
-
-
-
-
-
-
-
-
17%
-
-
-
-
-
-
9
%
-
-
1
1 %
-
-
-
-
-
-
-
-
-
3
0
6 %
%
-
-
-
-
-
-
2
%
11%
1. Electric Residential
Receivables:
2. Electric Commercial/Industrial
Receivables:
3. Gas Residential Receivables:
8. Combination
Commercial/Industrial
Receivables:
100. Breakdow n Unavailable by
Commodity or Customer Class:
-
-
-
-
-
Source/Calculation: BE.14.1
Year: 2004
Final Report
1381
1000456
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Average Percent of Final AR >=90 days
Day Zero = Day Bill 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. Electric Residential
Receivables:
-
-
-
-
-
-
-
-
8
%
1
0 %
-
-
-
-
-
-
2
%
5
4
2 %
%
-
-
-
-
-
-
-
-
-
7
%
-
4
4 %
-
18%
2. Electric Commercial/Industrial
Receivables:
-
-
-
-
-
-
-
-
6
9
8 %
%
-
-
-
-
-
-
0
%
1
3
6 %
%
-
-
-
-
-
-
-
-
-
4
%
-
4
9 %
-
21%
-
-
-
-
-
-
-
-
0 0
% %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
2
4 %
-
2
2
4
%
%
-
5
8
%
18%
4. Gas Commercial/Industrial
Receivables:
-
-
-
-
-
-
-
-
0
%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
%
-
5
8
%
19%
7. Combination Residential
Receivables:
-
-
-
-
-
-
-
-
1
3 %
-
-
-
-
-
3
0 %
-
-
-
-
-
-
-
-
7
4 %
-
-
-
-
-
-
-
-
-
-
-
39%
-
-
-
-
-
-
-
-
1
%
-
-
-
-
-
7
0 %
-
-
-
-
-
-
-
-
9
%
-
-
-
-
-
-
-
-
-
-
-
27%
-
-
-
-
-
-
2
%
-
-
-
1 3
3 1 % %
-
-
-
-
-
-
-
-
-
-
-
6
3 %
-
-
-
-
-
-
3
%
22%
3. Gas Residential Receivables:
8. Combination
Commercial/Industrial
Receivables:
100. Breakdow n Unavailable by
Commodity or Customer Class:
-
-
-
Average:
Source/Calculation: BE.15.1
Year: 2004
Final Report
1382
1000457
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Collection Sequence Timeframe - Residential
Calendar Days Between Bill Mailing and Collection Events
Question
1 2 3 4 5 6 7 8
1. Payment Due Date:
2. Deliquency Date:
3. First Notice - Writeen:
4. Second Notice - Outbound
Call:
5. Second Notice - Written:
6. Disconnection:
7. Write-Off:
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
3
0
-
-
2
5
-
1
1 2 2 1
0
5 6 3 4
-
2 2
0 0
-
-
-
1 2 1 1 2 2 2
3
9 1 9 5 1 1 5
-
2
1
-
1 1 1 1 2 2 1 2 2 3 1
5 7 9 4 1 1 4 5 1 0 9
18
4
8
-
-
2
6
-
2 3 2 2 1 2
1 0 7 6 4 6
-
2 2
1 1
-
1
9
-
2 2 3 1 3 2 2 1
0 4 2 6 0 1 9 5
-
2
2
-
2 2 1 1 2 3 1 3 3 3 1
0 2 9 4 1 0 4 0 1 1 9
24
3
0
-
-
3
1
-
2 3 3 1
2 1 1 0
-
2
8
-
3 3
0 0
-
2
4
-
4
0
-
4 3 3
1 0 0
-
2 3
9 0
-
2
6
-
3 3 3
0 0 0
-
3 3
0 0
30
-
-
-
-
-
-
-
3 1
5 9
-
5
4
-
5 3
1 5
-
-
-
6
8
-
-
-
6
0
-
4
2
-
-
-
-
-
-
-
-
4
1
-
-
6
1
-
-
6 4
1 5
3 5
0 4
-
3 6
7 0
-
-
-
6
1
-
-
-
6
0
-
-
6
0
-
-
-
-
6 4 1 3 3
0 0 4 7 0
5
0
-
-
9
2
-
2 7 4 7 4 6
8 7 6 5 5 0
-
5 7
2 1
-
4
2
-
7
3
-
5 4 9 3 4 9
3 5 1 2 5 0
-
6
1
-
1
6
4
5
0
7
0
9
0
-
-
1
8
2
-
1 1 1
2 1
9
3 1 3
4 5
0
0 8 5
0 0
-
1 1
8 8
0 0
-
1
2
0
-
1
1 1 2
8
9
6 8
8
8 4 0
1
0
2 1
0
0 5 0
0
-
2
3
2
-
-
-
-
-
-
4 3 4 2
5 1 7 0
2 1 6 4
1 4 0 5
3
5
41
4 5 3
6 8 6
47
2
1
4 5
9
6 4
4
5
1 0
0
0 5
0
0
71
5 1 1 1 1
1 9 5 9 5
5 2 0 1 0
-
-
-
-
1
1
9
9
8
9
0
0
0
2
184
Source/Calculation: BE.16.1
Year: 2004
Final Report
1383
350
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Collection Sequence Timeframe - Residential
Calendar Days Between Bill Mailing and Due Date
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
18
0 <= 15
15 <= 20
20 <= 21
21 <= 30
Days
30
2
5
25
2
5
2
5
4
4
5
3
0
3
0
4
8
1
2
6
2
3
20
1
9
1
9
1
9
1
9
2
2
2
4
4
9
3
8
2
0
2
0
1
6
1
7
2
1
2
1
2
1
2
1
2
1
2
1
2
1
4
7
3
1
2
3
4
1
4
0
2
6
2
7
1
7
15
1
4
1
4
1
4
1
2
4
2
3
9
1
5
1
5
1
5
7
2
5
3
4
10
5
3
1
0
0
1
3
6
2
9
3
7
1
0
2
8
8
5
3
2
2
3
1
5
1
9
3
0
1
8
2
0
Average
Source/Calculation: BE.16.1
Year: 2004
Final Report
1384
1000284
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Collection Sequence Timeframe - Commercial/Industrial
Calendar Days Between Bill Mailing and Due Date
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
17
0 <= 14
14 <= 16
16 <= 21
21 <= 30
Calendar Days
30
3
0
25
20
15
1
4
1
4
1
4
1
4
1
4
2
3
4
1
1
2
4
0
3
1
1
5
1
5
1
5
1
5
1
5
1
5
3
8
4
2
5
2
2
7
3
4
1
9
1
9
4
9
2
4
2
0
2
0
1
7
1
6
2
1
2
1
2
1
2
6
2
7
4
7
2
2
2
5
2
5
4
5
1
2
6
2
3
1
6
10
5
3
1
0
0
1
3
6
2
9
2
8
3
7
1
0
8
4
8
2
0
5
4
2
3
9
3
2
2
3
1
5
1
9
3
0
1
8
Utilities
Source/Calculation: BE.16.8
Year: 2004
Final Report
1385
1000242
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Collection Sequence Timeframe - Residential
Calendar Days Between Bill Mailing and Disconnection
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
71
28 <= 45
45 <= 60
60 <= 77
77 <= 240
Calendar Days
250
2
4
0
200
1
5
0
1
5
0
4
7
3
7
150
100
50
2
8
3
2
4
1
4
2
4
5
4
5
4
5
4
5
4
6
4
7
4
0
1
9
4
9
2
5
1
2
2
8
8
3
8
5
0
5
0
5
2
5
3
4
1
1
1
6
2
4
6
0
6
0
6
0
6
1
4
8
3
4
1
3
3
1
7
1
7
3
7
5
7
7
1
7
2
2
1
0
7
9
0
9
0
9
1
9
2
4
5
2
9
2
6
4
0
6
2
7
4
2
2
0
5
3
9
3
2
2
3
1
5
3
0
1
8
2
3
Utilities
Source/Calculation: BE.16.6
Year: 2004
Final Report
1386
50341
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Collection Sequence Timeframe - Commercial
Calendar Days Between Bill Mailing and Collection Events
Question
1 2 3 4 5 6 7 8
8. Payment Due Date:
9. Deliquency Date:
10. First Notice:
11. Second Notice - Outbound
Call:
14. Write-Off:
Average
2
5
-
-
1
5
-
1
1 2 2 1
0
5 6 3 4
-
2 2
0 0
-
-
-
1 1 1 1 2 2 1
3
5 4 9 5 1 1 6
-
1
4
-
1 2 1
5 2 5
-
1 1
4 4
-
2 2 3 1
5 1 0 9
17
2
8
-
-
2
6
-
2 3 2 2 1 1
1 0 7 6 4 6
-
2 2
1 1
-
1
9
-
1 1 2 1 3 2 2 1
6 7 1 6 0 1 0 5
-
1
5
-
2 2 1
0 7 6
-
1 1
4 6
-
3 3 3 1
0 0 0 9
21
3
0
-
-
3
1
-
2 3 3 1
2 1 1 0
-
2
8
-
3 3
0 0
-
2
4
-
1
9
-
4 3 3
0 0 0
-
2 3
0 0
-
1
9
-
3 3 1
0 0 6
-
3 3
0 0
-
4 3 4 1
5 0 7 9
28
-
-
-
-
-
-
-
-
-
-
-
-
-
3
5
-
-
-
0
-
-
4 3
3 3
-
3
3
-
-
-
-
-
-
-
-
-
2
1
-
5 4
0 5
-
-
-
-
-
-
6 3
1 5
-
3 4
0 4
-
-
6
0
-
-
-
2
9
-
-
-
-
-
6
0
-
-
-
-
6 2
0 6
-
3 3
7 0
-
-
4
5
-
-
6
2
-
2 7 3 1 4 4
8 7 5 8 5 7
-
4 7
5 1
-
4
2
-
3
4
-
4 4 4 3 3 9
7 5 3 2 6 0
-
-
-
-
4 5
1 0
-
9
0
-
-
1
5
2
-
1 1 1
2 1
9
3 1 3
4 5
0
0 8 5
0 0
-
1 1
8 8
0 0
-
1
2
0
-
1
8
0
-
1 1 2
8
6 6
8 4 0
1
2 5
0 5 0
0
-
2
2
5
-
-
1 3
9 6
1 5
-
12. Second Notice - Written:
13. Disconnection:
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
3
5
0
2
0
5 1
- 1 7
5 7
-
-
33
4 5
5 8
-
44
2
9
54
1
7
6
193
1
9
6
0
0
0
5
1
9
9
5
0
0
1
Source/Calculation: BE.16.8
Year: 2004
Final Report
1387
3509015
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Calendar Days Between Bill Mailing and Event
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. Residential: First Notice Written:
3
0
-
-
3
1
-
2 3 3 1
2 1 1 0
-
2
8
-
-
3
0
-
2
4
-
4
2
-
-
3 3
0 0
-
2 3
9 0
-
2 2 3
6 8 0
-
-
-
-
3
0
-
4 3 4
5 1 7
-
30
2. Residential: Second Notice Outbound Call:
-
-
-
-
-
-
-
3 1
3 9
-
5
4
-
-
3
5
-
-
-
7
0
-
-
-
6
0
-
4
2
-
-
-
-
-
-
-
-
-
2
1
-
6 4
0 5
-
-
44
3. Residential: Second Notice Written:
4
1
-
-
6
1
-
-
6 5
1 0
3 5
0 4
-
-
6
0
-
-
-
6
3
-
-
-
6
0
-
-
6
0
-
-
-
-
-
-
1
4
-
3 1
0 4
-
4 5
6 8
-
47
4. Residential: Disconnection:
5
0
-
-
9
2
-
2 7 6 7 4 6
8 7 0 5 5 0
-
-
7
1
-
4
2
-
7
5
-
-
4 9 1 4 9
5 1 3 5 0
-
6 5 6
1 0 0
-
-
-
-
5
0
9 1 6
0 5 0
-
64
9
0
-
-
1
8
2
-
1 1 1
2 1
9
3 1 4
4 5
0
0 8 5
0 0
-
-
1
8
0
-
1
2
0
-
1
8
0
-
-
1 2
8
6 8
4 0
1
4 1
5 0
0
-
2 1
3 2
2 5
-
-
-
1
5
0
-
1 2
1
9
9
5 4
8
0
0
0 0
0
-
174
6. Commercial/Industrial: First
Notice - Written:
3
0
-
-
3
1
-
2 3 4 1
2 1 0 0
7. Commercial/Industrial: Second
Notice - Outbound Call:
-
-
-
-
-
-
-
-
-
-
-
4
5
-
-
6
2
-
9
0
-
-
1
5
2
-
5. Residential: Write-Off:
8. Commercial/Industrial: Second
Notice - Written:
9. Commercial/Industrial:
Disconnection:
10. Commercial/Industrial:
Write-Off:
7
0
6
1
2 7
8 7
-
-
-
-
2
8
-
-
3
0
-
2
4
-
2
1
-
-
3 3
0 0
-
2 3
0 0
-
1 2 3
9 8 0
-
-
-
-
3
0
-
4 3 4
5 0 7
-
29
-
-
-
-
3
5
-
-
-
-
-
-
4 3
3 3
-
3
3
-
-
-
-
-
-
-
-
2
1
-
5 4
0 5
-
-
41
5
3
0
0
5 1 4
0 8 5
4
4
4
7
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
47
-
-
4
2
-
-
-
-
6 5 6
1 0 0
-
-
-
-
5
8
6
0
-
-
4
5
9 1
0 0
-
52
-
-
-
1
2
0
-
-
-
-
2 1
2 2
5 5
-
-
-
-
-
178
-
-
1 1 1
2 1
9
3 1 4
4 5
0
0 8 5
0 0
6
0
7
1
1
8
0
3
1
3
6
1
8
0
-
6
0
4 4 1 3 9
5 3 0 6 0
-
-
-
-
1 2
8
5 6
4 0
1
9 5
5 0
0
-
3
0
1
7
3
6
5
-
-
-
1
9
9
5
0
0
1
Source/Calculation: BE.17.1
Year: 2004
Final Report
1388
1000466
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Factor Receivables to Others
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 Do:
Percent
69.7%
2. When Written Off:
6.1%
3. 90 Days:
0.0%
4. Immediately Upon Invoicing:
6.1%
99. Other:
18.2%
Source/Calculation: BE.18.1
Year: 2004
Final Report
1389
1775
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Factor Receivables to Others (Cont.)
Q: If you sell (factor) your receivables to Financial Institutions/ Credit Agencies, at what point do you do that?
After 2 years w ith Agency
at year end - 2 yrs old
Not currently selling
Periodic at Management Discresion
Receivables are sold to a w hollyow ned subsidiary monthly
We have sold w ritten off accounts in the past and w e are currently analyzing selling both w ritten off and aged finals.
Source/Calculation: BE.18.99
Year: 2004
Final Report
1389.1
177599
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit Management Software
(eg. Recovery Management System)
Q: If you have Credit Management Software (e.g. a recovery management system), please describe your software?
Accounts Receivable Control System dow nloads arrears, final bills and charge off files daily; Limited w ork queue functions for collectors; letter generation, ad hoc
queries and reports can be run.
Atlas from London Bridge.
Don't have
Eport for multivision
Inhouse developed Credit Management System(CDMS), Final Active Account (FAM) System, Legacy CIS System, QMF, GQL.
n/a
None
Positive identification and portfolio scoring
RMS (recovery management system) that credit scoring or delinquent accounts
Stratego for risk scoring and credigo for account management
The Collection Tracking and Analysis System, allow s collections outside of normal billing cycles using delinquency parameters and customer classifications. A
Additional functionality includes letter or dunning notice generation for delinquent accounts.
Source/Calculation: BE.19.1
Year: 2004
Final Report
1390
9056
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Customers That Received Payment Arrangements Last Year
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.172
0.001 <= 0.059
0.059 <= 0.180
0.180 <= 0.222
0.222 <= 0.822
Arrangements per Customer
0.900
0.800
0.700
0.600
0.500
0.400
0.300
0.200
0.100
0.000
1
2
3
9
4
2
3
1
4
1
4
8
2
5
8
3
7
1
7
3
8
Special Agreements
1
8
1
3
2
3
1
4
5
7
1
0
4
7
Short Term Agreements
2
6
2
2
3
0
4
0
4
9
1
6
Long-term Agreements
2
7
3
2
3
4
2
4
4
6
2
8
2
0
5
2
9
2
3
1
5
1
9
Breakdow n Unavailable
Source/Calculation: BE.20.3/(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
1391
Calculation shown is for the first piece of the stacked bar only.
9127
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Credit & Collections Office Expense
Per Customers That Received Payment Arrangements Last Year
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$160
$1 <= $7
$7 <= $14
$14 <= $32
$32 <= $2,272
Cost per Customer
$2,500
$
1
,
4
7
5
.
7
6
$2,000
$1,500
$
2
,
2
7
1
.
8
3
$1,000
$500
$
1
.
3
5
$
2
.
0
4
$
2
.
3
1
$
2
.
7
3
$
3
.
9
9
$
5
.
1
3
$
5
.
7
3
$
6
.
9
1
$
7
.
1
6
$
7
.
7
8
6
4
4
5
3
2
2
4
4
9
2
7
3
0
3
4
2
3
$
1
0
.
3
5
$
1
0
.
6
2
$
1
2
.
7
2
$
1
3
.
0
4
$
1
5
.
0
2
$
2
0
.
2
7
$
2
1
.
7
1
$
2
3
.
7
4
$
2
5
.
2
0
$
3
1
.
4
4
$
3
1
.
7
2
$
3
2
.
3
5
$
3
3
.
4
1
7
4
0
2
2
1
1
6
1
3
2
6
1
0
3
8
1
7
1
8
4
7
2
5
$
7
4
.
0
8
$
7
5
.
9
1
8
3
7
$
2
4
9
.
6
7
$0
4
1
1
2
3
1
2
8
2
0
5
4
2
3
9
2
9
4
8
2
3
1
5
1
9
Source/Calculation: SUM{B.34}/SUM{BE.20}
Year: 2004
Final Report
1391.1
Calculation shown is for the first piece of the stacked bar only.
1000682
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Number of Payment Arrangements Allowed
Per Customer, Per Year
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
37
1 <= 5
5 <= 52
52 <= 52
52 <= 52
Arrangements
60
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
5
2
2
2
1
9
6
3
0
1
3
2
3
4
4
0
1
7
2
4
4
9
2
6
3
4
1
6
3
9
4
5
4
2
1
2
1
4
1
1
0
3
7
3
8
50
40
30
20
1
2
10
5
1
1
1
8
3
2
2
2
2
2
2
7
8
4
8
7
3
3
2
5
4
7
0
2
8
3
1
2
0
5
2
9
2
3
1
5
Source/Calculation: BE.21.1
Year: 2004
Final Report
1392
9950
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Broken or Modified Payment Arrangements
Per Number of Payment Arrangements Received
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
37.6%
11.2% <= 28.2%
28.2% <= 32.6%
32.6% <= 52.0%
52.0% <= 67.7%
Percent of Broken Arrangements
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
1
1
.
2
%
1
2
.
6
%
1
4
.
3
%
1
8
.
1
%
2
1
.
3
%
2
6
.
7
%
2
8
.
7
%
2
9
.
2
%
2
9
.
5
%
2
9
.
7
%
2
9
.
7
%
3
0
.
4
%
3
8
1
0
7
3
1
3
0
2
4
3
4
.
8
%
3
8
.
3
%
4
1
.
2
%
4
5
.
7
%
4
8
.
0
%
5
1
.
3
%
5
4
.
0
%
5
6
.
1
%
5
7
.
4
%
6
1
.
9
%
6
4
.
6
%
6
7
.
7
%
4
9
4
5
2
6
10.0%
0.0%
4
1
6
4
1
3
2
7
2
3
4
8
3
4
2
2
1
8
4
0
3
2
1
6
4
7
3
7
2
8
2
0
5
1
1
2
4
2
3
9
2
9
1
7
8
2
3
1
5
1
9
2
5
Source/Calculation: (BE.22.1/SUM{BE.20})
Year: 2004
Final Report
1393
9128
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Determing a Broken Arrangement
Q: How do you determine a broken arrangement?
A pay agreement is considered broken if the customer goes past the extend date before making the agreed upon payment.
Agreed amount or paid date not met
Agreement installment plus current bill not recieved by current bill due date.
An arrangement is considered broken if payment is not made by the due date.
An arrangement not paid w ithin ten days of the installment due date
Any installment not paid as agreed
Customer did not comply w ith the agreement terms
Customer did not pay agreed amount by agreed due date.
Customer does not make the required payment obligation.
Customer does not pay promised amount by the promised date
Default on a 12 month pay agreement,
Did not pay as agreed
Did not pay the agreed upon amount by the due date.
full payment not made by due date
If a payment of at least 90% of the installment agreement amount is not received by the agreed paym due date & applc grace period. The grace period is a # of ad
days allow ed for each paym method (internet, paym office, mail) to be recvd & processed.
Manually Monitored for payments
Manually Monitored for Payments
Missed payment due date or failled to pay on due date
No payment
No payment received on agreed upon date(s)
Non adherence to payment arrangement
Not kept payment commitment.
Not paid by due date
Not paid by extended date
Payment extensions not paid by the extension due dates are considered broken arrangements.
Payment made after date arranged or for less than arranged.
Payment not received by negotiated date
Payment not received more than 2 days past due date in accordance w ith customer agreed upon due date
Source/Calculation: BE.23.1
Year: 2004
Final Report
1394
50306
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Charge to Customer for FSR Activity
Question
1 2 3 4 5 6 7 8
1. Field Collection:
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
0
6
-
$
$
4
0
2
-
$
$
$ $
1
1
0 0
5
2
-
$
1
0
-
$
$ $
1
9 0
1
-
-
-
-
-
-
-
$
0
-
-
$
0
-
-
$ $
0 0
-
-
-
-
$
0
$
1
0
-
$
$
$
1
5
0
5
-
$ $
8 9
-
$
0
-
-
-
-
$
0
-
$8
-
$ $
$
1 1
0
2 0
-
$
0
-
$
0
-
$ $
0 9
-
$
0
-
-
-
-
$
0
-
$2
-
-
-
-
-
-
-
$
0
-
$
$
4
0
2
-
-
$
$ $
3
0 0
7
-
-
-
$
0
-
$ $ $
$
$
1 1 5
0
0
0 0 0
-
$
0
-
$
$
1
0
5
-
$
0
-
-
-
-
$
0
-
$10
$
1
5
-
-
$
3
0
-
$ $ $ $
4 2 6 3
0 0 0 4
-
$
2
5
-
$ $ $ $
3 3 2 3
0 5 0 7
-
$
2
0
-
$ $
$ $
$
2 1
2 1
0
5 5
0 5
-
$ $ $ $ $ $
1 3 2 3 2 3
5 0 4 5 0 0
-
$
2
5
-
-
$ $ $ $
1 3 6 1
5 8 5 6
$27
$
1
5
-
-
$
3
0
-
$ $ $ $
4 2 6 3
0 0 0 4
-
$
2
5
-
$ $ $ $
3 3 2 2
0 5 0 8
-
$
2
0
-
$ $ $ $ $
1 1 3 2 1
4 5 1 0 5
-
$ $ $ $ $ $
1 2 2 3 2 1
5 0 4 5 0 5
-
$
2
5
-
-
$ $ $ $
1 3 1 1
5 8 0 6
$24
2. Field Notice:
3. Turn-off For Non-Pay:
4. Reconnection, Regular Hours,
Same Day:
5. Reconnection, Regular Hours,
Next Day:
Average
-
Source/Calculation: BE.24.1
Year: 2004
Final Report
1395
1723
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Charge to Customer for FSR Activity (Cont.)
Question
1 2 3 4 5 6 7 8
6. Reconnection, Regular Hours,
Returned Check:
7. Reconnection After Hours,
Same Day:
8. Reconnection After Hours,
Next Day:
$
1
5
-
-
$
4
3
-
-
$
1
5
-
-
$
7
5
$
1
5
-
-
$
7
5
-
-
-
-
-
-
9. Reconnect At The Pole:
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 2 6 4 3 2
0 0 0 4 1 5
$
$ $ $
1
5 2 6
0
0 0 0
1
$
$ $ $
1
5 2 6
0
0 0 0
1
$ $
$ $
2 1
5 2
5 0
0 0
0 3
-
$ $ $ $
3 4 2 4
0 0 0 9
-
$
2
0
$
$
1
7
3
5
0
-
$ $ $
6 3 2
0 5 0
-
-
$
7
5
-
$ $ $
6 3 2
0 5 0
-
$
2
5
-
$ $
9 3
0 5
-
-
$ $ $ $
$
1 3 2 1
0
5 1 0 5
-
$
2
5
-
$
3
0
-
$
$ $ $ $
$
1
6 4 2 3
3
5
1 5 0 0
-
$
2
5
-
-
-
-
$ $ $ $ $
3 3 7 3 1
0 0 7 9 5
-
$ $ $ $ $ $
1 2 6 3 2 3
5 0 1 5 0 0
-
$
2
5
-
-
-
-
$ $ $
3 1 3
0 5 1
-
$ $
1 7
5 0
-
$
5
0
-
-
-
-
-
$ $
$ $
$
3 3
3 1
0
0 0
9 5
$
3
0
-
-
-
-
$
1
5
$
4
5
-
-
-
-
$ $
2 1
0 5
$ $
2 6
5 0
-
-
$
2
5
-
$
$
1
1
1
5
5
$
$
1
1
1
5
5
$
2
7
0
$
1
0
0
$
2
5
0
$
2
5
0
$
2
5
0
Average
$
1
6
$31
$
1
6
$49
$
1
6
$49
-
$78
Source/Calculation: BE.24.6
Year: 2004
Final Report
1395.1
172390
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Charge to Customer for FSR Activity
Field Collection
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$8
$42 => $11
$11 => $9
$9 => $0
$0 => $0
Cost
$45
$
4
2
$40
$35
$30
$25
$20
$
1
6
$
1
5
$
1
5
$15
$
1
2
$
1
1
$
1
0
$
1
0
$10
$
9
$
9
$
8
$
5
$5
$
0
$
0
$
0
$
0
$
0
$
0
$
0
$
0
1
7
1
8
1
3
4
0
8
3
2
2
6
4
8
$0
1
2
7
1
6
3
1
1
9
2
4
2
8
2
2
3
8
2
5
3
7
3
0
3
9
2
3
6
2
7
1
5
3
2
4
9
4
2
9
2
0
4
5
4
2
4
7
1
4
1
5
1
0
3
4
Average
Source/Calculation: BE.24.1
Year: 2004
Final Report
1396
1000285
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Charge to Customer for FSR Activity
Reconnection, Regular Hours, Same Day
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$27
$65 => $34
$34 => $25
$25 => $19
$19 => $0
Cost
$70
$
6
5
$
6
0
$60
$50
$
4
0
$40
$
3
8
$
3
7
$
3
5
$
3
5
$
3
4
$
3
0
$
3
0
$
3
0
$
3
0
$30
$
2
5
$
2
5
$
2
5
$
2
4
$
2
0
$
2
0
$
2
0
$
2
0
$
2
0
$20
$
1
6
$
1
5
$
1
5
$
1
5
$
1
5
$
1
5
$10
$
0
$0
4
8
8
6
4
7
1
9
1
7
3
4
1
0
4
3
8
3
1
1
6
2
4
1
3
4
0
3
2
1
8
3
7
2
7
7
2
2
4
9
4
5
2
5
2
8
1
3
0
2
6
2
0
5
4
1
1
2
4
2
3
9
2
9
2
3
1
5
2
3
Average
Source/Calculation: BE.24.4
Year: 2004
Final Report
1397
1000287
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Charge to Customer for FSR Activity
Reconnection, Regular Hours, Next Day
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$24
$60 => $30
$30 => $20
$20 => $15
$15 => $10
Cost
$60
$
6
0
$50
$
4
0
$40
$
3
8
$
3
5
$
3
5
$
3
4
$
3
1
$
3
0
$
3
0
$30
$
2
8
$
2
5
$
2
5
$
2
4
$
2
0
$
2
0
$
2
0
$
2
0
$
2
0
$
2
0
$20
$
1
6
$
1
5
$
1
5
$
1
5
$
1
5
$
1
5
$
1
5
$
1
4
$
1
0
$10
$0
8
6
4
7
1
7
3
4
1
0
2
6
1
6
4
1
9
1
3
4
0
3
2
3
1
1
8
3
7
2
7
7
2
2
4
9
4
5
2
8
3
8
2
5
1
3
0
2
4
4
8
2
0
5
4
1
1
2
4
2
3
9
2
9
2
3
1
5
2
3
Average
Source/Calculation: BE.24.5
Year: 2004
Final Report
1398
1000286
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Charge for Late 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. No Late Payment Charge:
Percent
5.9%
2. Yes, Residential:
85.3%
3. Yes, Commercial:
94.1%
4. Yes, Industrial:
76.5%
99. Other:
0.0%
Source/Calculation: BE.25.1
Year: 2004
Final Report
1400
320
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Charge for Late Payment (Cont.)
Source/Calculation: BE.25.99
Year: 2004
Final Report
1400.1
8110
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Calculating Late Payment Charges
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 Late Fee:
Percent
5.9%
2. Percent Of Invoice:
79.4%
3. Flat Fee:
2.9%
99. Other:
14.7%
Source/Calculation: BE.26.1
Year: 2004
Final Report
1401
1756
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Calculating Late Payment Charges (Cont.)
Q: How do you calculate the late payment charge?
% of delinquent invoice
1.5% of unpaid balance if balance > than $70.00
2 year treasury rate plus %10 on arrears balance.
Maryland - late charge calculated at 1.5% 1st & 2nd mt, and 2% 3rd mth for a maximum of 5%. District of Columbia - calculated at 1% 1st mth, and 1.5% each
subsequent month.
Percentage of gas charges or gas related charges such as Equal Billing Amount.
Source/Calculation: BE.26.99
Year: 2004
Final Report
1401.1
8148
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Number of Delinquent Notices Mailed
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.35
0.08 <= 0.87
0.87 <= 1.31
1.31 <= 1.81
1.81 <= 2.82
Notices per Customer
3.00
2.50
2.00
1.50
1.00
0.50
0.00
4
1
2
6
2
3
4
9
8
2
5
4
8
3
2
4
7
1
0
2
7
7
1
6
3
0
3
1
3
8
3
4
4
5
Separate Notices
1
3
2
4
2
2
6
4
1
4
0
1
9
1
7
2
8
2
0
3
7
5
1
2
4
2
3
9
2
9
2
3
1
5
1
8
Notice Included on Bill
Source/Calculation: BE.27.1/(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
1402
Calculation shown is for the first piece of the stacked bar only.
60242
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Customer Required To Pay To Be Reconnected
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 of Balance:
Percent
64.7%
2. Half of Balance:
8.8%
3. A Percentage of Balance:
23.5%
4. Fixed Amount :
5.9%
99. Other:
50.0%
Source/Calculation: BE.28.1
Year: 2004
Final Report
1403
60243
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Customer Required To Pay To Be Reconnected (Cont.)
Q: What is a customer required to pay to be reconnected?
$16 reconnection fee & any applicable deposit if needed.
75% OF BALANCE
All arrears energy balance
All past due balance on the bill plus a reconnect fee
Balance of gas charges (including applicable taxes) ow ing, turn-off charge and security deposit.
Delinquent amount, including deposit and reconnect fee.
Depends on time of year -- summer-w inter
Depends on w hether 1st, 2nd, or 3rd time disconnect.
disconnection amount
Negociated Agreement
outstanding balance to be brought to a current status. Or, half the balance plus terms for the outstanding amount.
Past due balance and a reconnect charge
Payment agreement restore amount
PUC Rules - based on w inter
Total amount for w hich they w ere cut off
Will negotiate other amounts based on past history and balance.
Winter - PSC Guidelines
Source/Calculation: BE.28.99
Year: 2004
Final Report
1403.1
50034
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Treatment of Fees or Deposits When Account is Written-off
1 = Include In Charge off; 2 = Reduce Recorded Revenue
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. Net Deposits:
1 2
-
-
-
1 2 1 1 1 2
-
2 2 1 2
-
1
-
-
2 2 2 2 2 2 2 1 1 1
-
1 2 1 1
-
2
-
-
2
1 1
-
1
-
1 1 2 1 1 1
-
1 1 1 2
-
-
2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2
1
1 1
-
1
-
1 1 1 1 1 1
-
1 1 1 2
-
1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2
1
1 1
-
1
-
1 1 1 1 1 1
-
1 2 1 2
-
1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 2
1
1 1
-
1
-
1 1
-
-
1
-
-
1
-
-
2
-
1
-
1 1
-
-
1
-
1 1
-
-
1 1 1 1 1 1
-
1
-
-
1
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1
-
-
-
-
-
-
-
-
-
-
1
2. Late Payment Fees:
3. Returned Check Fees:
4. Reconnection Charges:
5. Field Collections Charges:
99. Other :
-
-
1
-
-
-
1
-
-
Source/Calculation: BE.29.1
Year: 2004
Final Report
1404
60246
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Collection Action Procedures Stopped Upon Customer
Complaint
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
63.3%
2. No:
36.7%
Source/Calculation: BE.30.1
Year: 2004
Final Report
1405
1000426
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Payment Arrangements on Active Accounts on December 31
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
5%
0% <= 1%
1% <= 4%
4% <= 6%
6% <= 19%
Percent of Accounts
20%
1
9
%
1
7
%
18%
16%
14%
1
1
%
12%
1
0
%
10%
8%
6
%
6%
4%
2%
0
%
0
%
1
2
3
8
1
%
1
%
1
%
1
%
1
%
1
%
3
2
1
8
4
9
2
2
1
3
3
%
3
%
2
8
2
5
4
%
4
%
5
%
5
%
5
%
1
0
2
3
7
7
%
7
%
0%
4
5
3
7
4
6
3
4
1
4
1
4
7
1
7
2
6
4
0
2
9
3
9
4
2
5
2
0
3
1
1
6
2
7
2
4
1
9
1
5
3
2
4
8
8
3
0
Source/Calculation: BE.31.1
Year: 2004
Final Report
1406
1000427
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Payment Arrangements on Final Accounts on December 31
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
4%
0% <= 0%
0% <= 2%
2% <= 8%
8% <= 10%
Percent of Accounts
12%
1
0
%
1
0
%
4
1
4
7
10%
8%
6%
4%
3
%
2%
0
%
0
%
0
%
3
7
3
8
2
5
0%
1
0
2
7
4
8
2
2
2
3
1
5
3
1
4
0
7
6
3
0
1
3
1
8
2
3
4
1
9
1
6
2
0
5
1
1
2
4
2
4
5
8
2
9
1
7
3
4
2
6
3
2
4
9
2
4
2
8
3
9
Source/Calculation: BE.31.2
Year: 2004
Final Report
1407
1000583
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Automatic Final Account Upon Customer Move Out
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
68.8%
2. No:
31.3%
Source/Calculation: BE.32.1
Year: 2004
Final Report
1408
1000428
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit and Collections: Account Management
Customers Delinquent Last Year (over 60 days late)
Percent of All Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
7.4%
1.0% <= 3.9%
3.9% <= 6.4%
6.4% <= 8.0%
8.0% <= 21.0%
Percent of Customers
25.0%
1
8
.
0
%
20.0%
15.0%
2
1
.
0
%
1
1
.
7
%
10.0%
5.0%
1
.
0
%
1
.
0
%
6
4
2
.
8
%
3
.
5
%
4
.
3
%
5
.
0
%
6
.
0
%
6
.
4
%
7
.
0
%
7
.
0
%
2
2
2
5
8
.
0
%
8
.
0
%
1
7
1
3
0.0%
2
2
9
1
0
1
6
1
4
7
3
1
3
2
1
8
4
9
3
0
2
7
4
0
1
9
1
5
3
4
8
8
7
2
3
2
4
2
8
2
6
3
4
3
9
4
5
4
2
1
2
4
1
5
3
7
2
0
3
8
Percent
Source/Calculation: BE.34.1
Year: 2004
Final Report
1408.1
1000704
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Account Initiation and Deposits
(###) Report Viewer Record Number
Pg. 1409.
Pg. 1410.
Pg. 1411.
Pg. 1412.
Pg. 1413.
Pg. 1413.1.
Pg. 1414.
Pg. 1417.
Pg. 1419.
Pg. 1420.
Pg. 1420.1.
Pg. 1421.
Pg. 1421.1.
Pg. 1422.
Pg. 1423.
Pg. 1424.
Pg. 1425.
Pg. 1426.
Pg. 1426.1.
Pg. 1429.
Pg. 1430.
Pg. 1430.1.
Pg. 1431.
Pg. 1432.
Pg. 1432.1.
Pg. 1433.
Pg. 1433.1.
Pg. 1434.
Pg. 1434.1.
Pg. 1435.
Pg. 1435.1.
Pg. 1436.
Pg. 1436.1.
Pg. 1437.
Pg. 1437.1.
Pg. 1438.
Section Contents
(98) Method Used To Define New Customers - Residential
(99) Method Used To Define New Customers - Commercial
(100) Differentiate Between a "New Customer" and a "New Account" (101) Method Used To Define a "New Account" (102) Average Deposit Amount Charged To Customers - Residential Customers - Electric
(103) Average Deposit Amount Charged To Customers - Residential Customers - Gas
(104) Average Deposit Amount Charged To Customers - Commercial/Industrial Customers
(105) Account Initiation Fees - New Customer to Service Territory
(106) Account Initiation Fees - Change of Address Within Service Territory
(107) Parameters Used to Determine Whether a Customer Will Be Charged a Deposit (108) Parameters Used to Determine Whether a Customer Will Be Charged a Deposit (Cont.) (109) Calculating Deposits for New Residential Customers (110) Calculating Deposits for New Residential Customers (111) Account Initiation Deposits Billed to Customer (Not Waived) (112) Percent of Deposits Billed That Are Collected (113) Percent of Written-Off Accounts - For Which An Initial Deposit Was Collected - Residential
(114) Percent of Written-Off Accounts - For Which An Initial Deposit Was Collected - Commercial/Industrial
(115) Computing Deposit Charge For New Commercial/Industrial Customers (116) Computing Deposit Charge For New Commercial/Industrial Customers (Cont.) (117) Conditions Under Which Identification Verification is a Requirement for Service (118) Methods Used to Positively Identify New Customers - 1 = Lowest, 5 = Highest
(119) Methods Used to Positively Identify New Residential Customers (Cont.) (120) Use of Credit Scoring System (121) Credit Scoring Vendor Used For Scoring Accounts At Initiation (122) Credit Scoring Vendor Used For Scoring Accounts At Initiation (Cont.) (123) Thresholds Triggering Specific Requirements - When Using a Credit Scoring System At Account Initiation
(124) Thresholds Triggering Specific Requirements - When Using a Credit Scoring System At Account Initiation
(125) Conditions Requiring Written Applications for New Applicants - Residential
(126) Conditions Requiring Written Applications for New Applicants (Cont.) - Residential
(127) Initiation Requirements for Commercial and Industrial New Accounts (128) Initiation Requirements for Commercial and Industrial New Accounts (Cont.) (129) Matching An Applicant With Existing Balances From Previous Accounts (130) Matching An Applicant With Existing Balances From Previous Accounts (131) Circumstances Used To Deny Service - To A Customer Applying For Service
(132) Circumstances Used To Deny Service - To A Customer Applying For Service
(133) Use of Premise Conditions - As a Factor In Determining Requirements for Account Initiation
©2005 PA Consulting Group, All Rights Reserved
VI
2005 Customer Service Final Report - Credit to End
Account Initiation and Deposits
(###) Report Viewer Record Number
Pg. 1438.1.
Pg. 1439.
Pg. 1440.
Pg. 1440.1.
Pg. 1441.
Pg. 1441.1.
Pg. 1442.
Pg. 1443.
Pg. 1443.1.
Pg. 1444.
Pg. 1444.1.
Pg. 1445.
Pg. 1445.1.
Pg. 1446.
Pg. 1446.1.
Pg. 1446.2.
Pg. 1446.3.
Pg. 1447.
Pg. 1447.1.
Pg. 1448.
Pg. 1448.1.
Pg. 1449.
Pg. 1449.1.
Pg. 1450.
Pg. 1451.
Pg. 1451.1.
Pg. 1452.
Pg. 1452.1.
Pg. 1453.
Pg. 1453.1.
Pg. 1454.
Pg. 1455.
Pg. 1456.
Section Contents
(134) Use of Premise Conditions - As a Factor In Determining Requirements for Account Initiation
(135) Prior Uncollectible Payment Is Required At Turn On (136) Separate Group or Function That Handles Account Initiation (137) Separate Group or Function That Handles Account Initiation (Cont.) (138) Performance Measurement for Account Initiation Functions (139) Performance Measurement for Account Initiation Functions (140) Number of New/Additional Deposits Received From Existing Customers - Per 100,000 Customers
(141) Reassessment of an Existing Residential Customer's Deposit Requirement (142) Reassessment of an Existing Residential Customer's Deposit RequirementCont.) (143) Reassess An Existing Commercial Customer's Deposit Requirement (144) Reassess An Existing Commercial Customer's Deposit Requirement (Cont.) (145) Reassess An Existing Industrial Customer's Deposit Requirement (146) Reassess An Existing Industrial Customer's Deposit Requirement (Cont.) (147) Computation of a Deposit for Slow Paying Residential Customers (148) Computation of a Deposit for Slow Paying Residential Customers (Cont.) (149) Deposit Calculation Method - For Slow-Paying Commercial/Industrial Accounts
(150) Deposit Calculation Method - For Slow-Paying Commercial/Industrial Accounts
(151) Alternative Methods Used for Getting Security From Customers (152) Alternative Methods Used for Getting Security From Customers (Cont.) (153) Criteria for Returning a Deposit (154) Criteria for Returning a Deposit (155) Types of Deposits For Which a Separate Bill is Mailed (156) Types of Deposits For Which a Separate Bill is Mailed (Cont.) (157) Disconnect a Customer for Failure to Pay a Deposit (158) Conditions For Which Written Applications for New Commercial Customers are Required (159) Conditions For Which Written Applications for New Commercial Customers Are Required (Cont.) (160) Conditions For Which Written Applications for New Industrial Customers are Required (161) Conditions For Which Written Applications for New Industrial Customers are Required (Cont.) (162) Time When a Deposit for a Commercial Customer is Returned (163) Time When a Deposit for a Commercial Customer is Returned (Cont.) (164) Mandatory or Voluntary Interest Payment on Deposits (165) Interest Rate Paid on Deposits (166) Deposits Held on Customer Accounts -
VII
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Account Initiation and Deposits
(###) Report Viewer Record Number
Section Contents
VIII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Method Used To Define New Customers
Residential
Q: How do you define the following new customers?
A customer w ho establishes service at new premise.
A customer w ho presently does not have existing service w ith CenterPoint Energy
A CUSTOMER WHO PREVIOUSLY DOES NOT HAVE EXISTING SERVICE WITH CENTERPOINT ENERGY
a person w ho is opening an account w ith a residential rate w ho has not had service w ith FPL in the last tw o years.
An individual that has never had prior service that is charged a residential rate
Applicants requesting electric service for the first time.
Based on tariff designation
Customer for w hich w e never had is name or social security number registred before
Customer has never had service w ith us
customer has never had service w ith us
Customer new to service territory and is assigned a new & unique customer ID
Customer new to service territory, and is assigned new unique customer ID.
Customer that has never had a gas account before w ithin our franchise area.
Customer that has never had service w ith us, no cust application on record.
Customer w ho has never had electric service w ith us before and/or new to our service territory.
Customer w ho has not have service w ith us before
Customer w ho is requesting residential service and is not currently is our billing system.
First time customer moving into service territory
Initiated service at current metered address and/or new ly installed metered service address.
Less than 1 year.
Never had service in our territory before
Never had service or last service over 2 years
Never had service w ith our Company
New Applicant, Service for residental, group of family accomodations, Residental meters w ithout history in CIS
New application for service first time
New meter install or new service request
New premise New Service Point activiated
New to service territory
New to the City falls in the residential billing class
Source/Calculation: BF.2.1
Year: 2004
Final Report
1409
60248
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Method Used To Define New Customers
Commercial
Q: How do you define the following new customers?
A commercial customer that has never had prior service and is charged a commercial rate
A customer w ho establishes service at new premise.
A CUSTOMER WHO PREVIOUSLY DOES NOT HAVE EXISTING SERVICE WITH CENTERPOINT ENERGY
a person or corporation w ho is opening an account w ith a commercial rate w ho has not had service w ith FPL in the last tw o years
Any Commercial customer w ho does not have 12 months of established service w ith us and service w ithin the last 24 months
Applicants requesting electric service for the first time.
Based on tariff designation
customer has never had service w ith us
customer has never had service w ith us
Customer new to service territory, and is assigned new unique customer ID.
Customer that has never had a gas account before w ithin our franchise area.
Customer that has no business application or FIN # on record w ith We Energies.
Customer w ho has never had electric service w ith us before and/or new to our service territory.
Customer w ho has not had commercial service w ith us before
Customer w ho is requesting commercial service and is not currently is our billing system.
Entity applying for service w ho does not currently have service w ith FE
First time customer moving into service territory
Initiated service at current metered address and/or new ly installed metered service address.
Less than 1 year.
Never had service in our territory before
Never had service or last service over 2 years
Never had service w ith our Company
New Applicant, service for commercial meters w ithout history in CIS
New application for service first time
New company number or name even if ow ner is already know n
New meter install or new service request
New premise New Service Point activated
New to service territory
New to the City falls in the Commercial/Industrial Class
Source/Calculation: BF.2.2
Year: 2004
Final Report
1410
50036
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Differentiate Between a "New Customer" and a "New 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
1. Yes:
Percent
79.4%
2. No:
20.6%
Source/Calculation: BF.3.1
Year: 2004
Final Report
1411
60249
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Method Used To Define a "New Account"
Q: How do you define a "new account" ?
A change in customer at a premise address
A LOCATION WHERE A SERVICE LINE HAS TO BE RUN AND METER SET
A new account number is assigned w henever a premise is assigned to a new or existing business partner
A new bill account number is created.
A new customer is establishing service at a premise.
A new gas account is being established since responsibility for paying the gas charges is changing hands.
A new or different service premise in the customer's name
Additional location for an existing customer.
Additional services to a know n customer for another point of livraison + BF.2
An account is established for a particular facility & customer ID
An account is established for a particular facility and customer ID
An existing customer w ith a secondary location: new customer starting service w ith us
Application, Service for new meters for customers w ith or w ithout history in CIS
Change of address for customer
CIS system w ill establish 2 new customer check digits for existing service address.
Current customer w ith additional premise; or new customer w ith a new premise
Customer request service - new premise
customer requests service at new premise
Exisiting Customer can have more than one account
Existing customer requests additional service at a different site.
Existing customer setting up additional billing account
Existing customer that is new to a particular service location.
Move from one location to a new one
New accounts are applicants requesting electric service for the first-time, or prior final billed customers requesting service again.
new meter install or new service request
New point of supply
New premise for a new or existing customer
New premise for an existing customer
Source/Calculation: BF.4.1
Year: 2004
Final Report
1412
60250
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Average Deposit Amount Charged To Customers
Residential Customers - Electric
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$182.14
$350.00 => $215.00
$215.00 => $170.00
$170.00 => $129.50
$129.50 => $0.00
Deposit
$350.00
$300.00
$
3
5
0
.
0
0
$
3
5
0
.
0
0
$
3
2
0
.
0
0
$
2
8
0
.
0
0
$250.00
$
2
3
0
.
0
0
$
2
0
0
.
0
0
$200.00
$
1
9
7
.
0
0
$
1
9
4
.
0
0
$
1
8
0
.
0
0
$
1
7
0
.
0
0
$
1
6
0
.
0
0
$
1
5
5
.
2
8
$150.00
$
1
4
3
.
0
0
$
1
4
0
.
0
0
$
1
1
9
.
0
0
$
1
0
0
.
0
0
$
9
9
.
9
2
$100.00
$
7
2
.
4
2
$50.00
$
0
.
0
0
$0.00
2
1
9
7
4
8
4
7
1
3
3
0
3
2
3
4
4
2
5
4
1
2
4
2
8
1
7
3
7
2
3
2
7
4
0
1
6
1
8
6
1
5
3
2
2
8
3
8
3
1
2
6
2
0
2
9
3
9
4
5
4
2
1
2
1
5
1
0
4
9
Source/Calculation: BF.5.1
Year: 2004
Final Report
1413
8016
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Average Deposit Amount Charged To Customers
Residential Customers - Gas
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$144.84
$320.00 => $190.23
$190.23 => $105.56
$105.56 => $61.75
$61.75 => $55.00
Deposit
$350.00
$300.00
$
3
2
0
.
0
0
$
3
0
0
.
0
0
$250.00
$
1
5
3
.
6
4
$200.00
$150.00
$
1
3
6
.
1
1
$
7
5
.
0
0
$100.00
$
6
4
.
0
0
$
5
5
.
0
0
$
5
5
.
0
0
1
2
4
2
$50.00
$0.00
7
3
7
2
9
1
8
3
9
4
9
1
7
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
2
2
3
1
1
6
2
0
1
0
5
4
1
1
4
8
4
5
8
3
4
2
6
3
2
2
4
3
8
2
8
4
7
Source/Calculation: BF.5.3
Year: 2004
Final Report
1413.1
8018
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Average Deposit Amount Charged To Customers
Commercial/Industrial Customers
Question
2. Electric Commercial/Industrial:
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,
8
0
5
0
6
0
-
8
5
9
3
7
0
-
-
-
4. Gas Commercial/Industrial:
-
8
2
0
-
-
-
-
-
-
-
-
-
-
-
1,
3
6
5
-
-
-
-
-
-
-
-
-
-
7
1
8
-
-
-
-
1,
9
5
9
2,
3
0
1 7
0
1
0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5
9
4
-
-
-
5
0
0
6. Water Commercial/Industrial:
-
-
2,
4
3
8
7
0
0
-
1,
9
7
3
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
7
7
4
-
-
-
-
Average
-
1,
3
2
0
-
9 2
3 8
6 0
-
1,022
1
5
0
-
-
-
4
5
8
-
-
4
8
5
610
-
-
-
-
-
-
2
8
0
-
390
Source/Calculation: BF.5.2
Year: 2004
Final Report
1414
8017
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Account Initiation Fees
New Customer to Service Territory
Question
1 2 3 4 5 6 7 8
1. Electric Residential:
2. Electric Comm/Ind:
$
$ 3
0 5
0
-
$
$
3 $
2
2 6
8
0
$
1
8
-
$
2
8
-
-
-
-
-
-
-
-
-
$
1
8
$
1,
$
0 0
0
0
-
-
-
-
5. Gas Residential:
6. Gas Comm/Ind:
-
$
6
$
3 $
2 6
0
$
6
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
-
$
$
1
0
5
-
-
-
-
-
$
$
$
1
0
6
2
-
-
$
$
$
1
0
6
2
-
-
-
-
-
-
$ $ $ $
$
$
1 2 1 3
1
5
5 0 5 5
1
$
0
-
$ $ $ $
1 2 1 3
5 5 5 5
$
0
-
$
$ 1
0 5
5
-
-
$ $
3 2
8 0
-
$46
-
$
1,
$
1 0
9
6
-
$ $
3 2
8 0
-
$116
-
-
$
0
-
$
$
1
0
5
-
$
4
2
-
-
$
1
5
-
$
0
-
-
-
-
-
-
-
-
-
$
1
9
-
$
2
0
-
-
$ $
$
1 3
0
1 7
-
-
$
8
-
-
-
$
2
5
$42
-
$
4
2
-
-
$
1
5
-
$
0
-
-
-
-
-
-
-
-
-
$
1
9
-
$
3
0
-
-
-
$
1
1
-
-
$
8
-
-
-
$
2
5
$17
-
$
1
1
Average
-
Source/Calculation: BF.6.1
Year: 2004
Final Report
1417
136
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Account Initiation Fees
Change of Address Within Service Territory
Question
1 2 3 4 5 6 7 8
3. Electric Residential:
-
$
2
0
0
-
$
1
8
-
$
5
0
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
-
$
2
8
-
$
1
8
-
$
2
8
-
$
6
-
-
-
-
-
-
-
-
$
6
-
-
-
-
-
-
-
-
$
6
-
-
-
-
-
-
-
-
4. Electric Comm/Ind:
-
$
6
-
$
$
1
0
5
$
0
-
$
$
1
0
5
-
-
-
$
4
2
-
-
$
1
5
-
$
0
-
-
$
4
2
-
-
$
1
5
-
$
0
-
-
-
-
-
-
-
-
7. Gas Residential:
8. Gas Comm/Ind:
-
$
0
-
-
$
$
1
6
2
-
-
$
$
1
6
2
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
$ $ $ $
$ $
1 2 1 3
5 9
5 0 5 5
$
0
-
$ $ $ $
1 2 1 3
5 5 5 5
-
-
$
1
9
-
$
2
0
-
-
-
-
$
1
9
-
$
3
0
-
-
-
-
-
-
-
-
$
0
Average
-
$
$ 1
0 5
5
-
-
$ $
1 2
5 0
-
$29
-
$
1,
$
1 0
9
6
-
$ $
1 2
5 0
-
$101
-
$
1
1
-
-
$ $
1 3
0 7
-
-
-
-
-
$ $
2 2
0 5
$19
-
-
-
$
1
1
-
-
-
-
-
-
$ $
2 2
0 5
$19
-
-
-
$
1
5
-
-
-
-
-
-
$
6
5
$40
13. Same Day Premium:
-
Source/Calculation: BF.6.3
Year: 2004
Final Report
1419
50169
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Parameters Used to Determine Whether a Customer Will Be
Charged a 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. Do Not Charge Deposit:
Percent
0.0%
2. Customer Type - Residential:
35.3%
3. Customer Type Commercial/Industrial:
4. Heating Customer:
52.9%
5.9%
5. Renter:
8.8%
6. New Customer To Utility:
76.5%
7. Credit History:
85.3%
99. Other:
55.9%
Source/Calculation: BF.7.1
Year: 2004
Final Report
1420
5533
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Parameters Used to Determine Whether a Customer Will Be
Charged a Deposit (Cont.)
Q: What parameters are used to determine whether a customer will be charged a deposit?
Credit Score
Credit score/letter of reference from a previous utility
Credit Scoring
Credit Scoring
Criteria set by PSC
Customer has existing risk established in our company; other lackof proff of credit
Employment history, Letter of Reference from other Utility
External Credit Check
External scoring
Financial Performance
Multivision, financial analysis.
Non-residential S&P rating
Past unkept/delinquent accounts
Personal Information Provided, SSN#, DL#, Letter of Credit
Previous poor pay record
reconnection, delinquency, bankrupcy and fraud
Residential customer is charges $200 deposit every time gas is disconnected for non-payment.
scoring
Short term or post bankruptcy customer
Source/Calculation: BF.7.99
Year: 2004
Final Report
1420.1
8203
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Calculating Deposits for New Residential 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
Average
1. 1 month average bill:
2. 1.5 months average bill:
3. 2 months average bill:
99. Other:
Source/Calculation: BF.8.1
Year: 2004
Final Report
1421
1000627
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Calculating Deposits for New Residential Customers
Q: If you charge a deposit for new residential customers, how is the deposit calculated?
$205 for 1st meter, $95 for additional meters
1 and 1/6 of estimated billing
1.3 times budget amount
1/6 of est. annual base (approx. 16.67%)
1/6 of the estimated annual billing
2 times highest monthly bill in last 12 months
3x average bill
DE, MD, VA - 2/12 of estimated annual revenue or an amount deemed reasonable by the company for a seasonal customer. NJ - 1 month estimated average bill fo
12 month period increased by 1 month.
flat fee if electric heat or non-heating
It is a $200 deposit or increase in deposit every time a residential customer is disconnected for non-payment.
Minimum Deposti for new customers is $75.00
No deposit required.
Standard deposit is based on the customer's facility type(house, apartment, mobile home, ect.), heating and w ater heating source.
Tw o month bill in last 24 months
Tw o times peak season for premise usage.
Source/Calculation: BF.8.99
Year: 2004
Final Report
1421.1
1718
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Account Initiation Deposits Billed to Customer (Not Waived)
Question
1 2 3 4 5 6 7 8
1. Percent Of Deposits Residential:
2. Percent Of Deposits Commercial:
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
5
4
7
- 7 - 2 - 8 - 0 %
%
%
%
4
2
0
%
%
-
0
%
3
8
0
1
7
6
%
%
%
%
1
1
9 9
2
8 1
0
0
0
- 5 5 - 2
7 3 %
0
0
% %
%
% %
%
%
1
7 9
9 8
5
4
8
0
2
0
- 6 4 - 5
2 5 - 0
8 %
%
0
% %
% %
%
%
%
%
1 1
9
8 9
8
0
0 0
- - 3 - - 6 5 - 5 %
0 0
%
% %
%
% %
Average
5
2 %
-
-
-
9
8
%
52%
1
0
0
%
-
-
-
9
8
%
69%
-
Source/Calculation: BF.9.1
Year: 2004
Final Report
1422
3012
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Percent of Deposits Billed That Are Collected
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
84%
100% => 95%
95% => 91%
91% => 84%
84% => 16%
Percent of Deposits Billed
100%
1
0
0
%
1
0
0
%
1
0
0
%
9
9
%
9
8
%
9
5
%
9
4
%
9
4
%
9
2
%
9
2
%
9
1
%
9
1
%
90%
8
7
%
8
6
%
8
5
%
8
3
%
8
3
%
80%
6
5
%
70%
60%
5
0
%
50%
40%
30%
1
6
%
20%
10%
0%
3
7
3
4
1
9
6
4
4
8
1
0
4
9
3
0
3
1
2
3
3
8
2
4
1
6
2
8
2
7
1
8
4
1
8
1
7
2
9
2
5
4
0
1
5
3
2
2
2
7
1
3
2
6
2
0
3
9
4
5
4
2
4
7
1
2
1
5
3
2
Source/Calculation: BF.10.1
Year: 2004
Final Report
1423
1000354
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Percent of Written-Off Accounts
For Which An Initial Deposit Was Collected - Residential
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
42%
76% => 60%
60% => 40%
40% => 22%
22% => 0%
Percent
80%
7
6
%
7
6
%
7
0
%
70%
6
0
%
60%
5
7
%
4
7
%
50%
4
0
%
40%
3
5
%
30%
2
4
%
2
2
%
20%
1
9
%
1
5
%
10%
0
%
0%
4
1
6
3
0
3
8
3
4
2
7
1
3
2
4
4
9
1
6
3
2
7
1
7
2
6
4
2
3
1
8
2
5
4
0
1
9
1
5
3
2
2
2
3
1
8
2
8
2
9
3
9
4
5
4
2
4
7
1
2
1
5
1
0
3
7
2
0
4
8
Source/Calculation: BF.11.1
Year: 2004
Final Report
1424
7326
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Percent of Written-Off Accounts
For Which An Initial Deposit Was Collected - Commercial/Industrial
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
47%
100% => 74%
74% => 42%
42% => 22%
22% => 10%
Percent
100%
1
0
0
%
90%
8
7
%
8
0
%
80%
7
8
%
70%
6
3
%
60%
5
0
%
50%
4
8
%
3
6
%
40%
2
7
%
30%
2
2
%
2
2
%
2
0
%
20%
1
6
%
1
0
%
10%
0%
1
7
6
4
1
3
0
1
3
4
3
8
1
0
2
7
1
6
2
4
4
9
1
3
7
3
2
4
2
3
1
8
2
5
4
0
1
9
1
5
3
2
2
2
3
1
8
2
8
2
6
2
9
3
9
4
5
4
2
4
7
1
2
5
3
7
2
0
4
8
Source/Calculation: BF.11.2
Year: 2004
Final Report
1425
Only Participants with All the Data are Shown
9946
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Computing Deposit Charge For New Commercial/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. Percent Of Expected Average
Monthly Bill:
2. Fixed Amount:
Percent
26.5%
2.9%
3. Highest 2 Consecutive Bills:
35.3%
99. Other:
58.8%
Source/Calculation: BF.12.1
Year: 2004
Final Report
1426
7327
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Computing Deposit Charge For New Commercial/Industrial
Customers (Cont.)
Q: If you charge a deposit for new commercial/ industrial customers, how is the deposit computed?
1/3 or 1/6 of annual charges
2 highest bills similar service
2 months average based on the last 12 months
2 months average bill
2 times budget amount
2 X the average of the past 12 mo. bill at the premise
2/12th of average bill amount or tw o highest consecutive electric bills.
Based on 2 months estimated usage from data gathered at contract sizing.
DE, MD, VA - 2/12 of estimated annual revenue or an amount deemed reasonable by the company for a seasonal company. NJ - 1 month estimated average bill fo
12 month period increased by 1 month.
Highest 2 bills in 21 month period
If seasonal usage, 2 times peak month.
One third of annual gas charges.
risk scoring
shall not exceed amount of the estimated highest 2 months billing
Three times the monthly average bill
Tw ice the highest estimated montly bill.
Tw o months average bill
Type of business, square footage
Will not exceed amount of tw o highest annual or estimated annual billing
Source/Calculation: BF.12.99
Year: 2004
Final Report
1426.1
8226
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Conditions Under Which Identification Verification is a
Requirement for Service
Q: If you verify identification, under what conditions is it a requirement for service?
All customers are required to be verified
All new customers and any existing customers w here w e do not have a positivve identification on file, must validate positively.
All new residential customers no prior service.
All,
Application for service account inititation
Application service account initiation
Applications are assessed to determine positive identity matches and w hether a deposit should be requested.
Customer credit rating obtained from credit bureau.
Customer must provide identification in order to receive service
For all new customers
For all new Residential Customers
For Same-Party-In Investigations
Fraud
High dollar delinquent accounts, and service reconnection requests on disconnected accounts.
High risk scoring (commercial only)
If an outstanding balance exists for the address , the previous tenant w a disconnected for non-payment , or the CIS system matches name, ss#, or TDL# w ith an
existing or outstanding balance.,
If an outstanding balance exists for the address, the previous tenant w as disconnected fo non-payment, or the CIS system matches name, Drivers License or Soc
Security Number w ith an existing outstanding balance
-Internal credit screening, -ow ing balance, -unable to verify identify, -pending disconnect for non pay on premise, -consumption on vacant letter sent to the proper
It is a requirement for all customers
Letter of Credit, Letter on Company Letterhead indicating responsible party
New to service territory
Non-residential w ith business papers or DBA.
Not required
Only w hen multivision detects possible fraud for residential accounts.
outstanding balance/suspected fraud
Positive Identification Program w orks to verify the id of customers at addresses w ith high past due bal, disconnect notices or fraudulent tendencies (self reconnec
Source/Calculation: BF.15.1
Year: 2004
Final Report
1429
60252
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Methods Used to Positively Identify New Customers
1 = Lowest, 5 = 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
Total
1. Credit Rating:
-
-
-
5
-
1 5 4 3
-
1
-
4 2
-
-
-
-
3 5
-
1 2 1
-
1 2 3 5
-
5 3 1 3
-
-
4
-
5
69
5 5
-
4
-
4 4 5 2 5 5
-
5 3 1 1
-
5 1 4
-
1 5
-
3 1 1 4 5 5 5 4 5 5
-
5 5 5
118
-
4
-
-
-
5 3 3 1 4 4
-
-
-
-
3 4
-
-
2 3 3
-
2 3
-
3 1
-
4
-
1 4
-
-
70
-
-
-
3
-
2
-
-
-
-
3
-
1 1 3 2
-
-
-
3
-
3 4 5
-
-
5
-
-
4
-
-
5
-
-
-
1 5
-
50
-
-
-
-
-
-
-
-
-
-
2
-
-
4 3
-
5
-
-
-
4
-
-
-
1
-
-
2
-
-
2
-
-
3 4
-
-
-
2 5
-
-
-
-
2
-
3 1
-
-
3
-
-
2
-
-
4
-
-
2
4
-
-
-
-
4
2
-
1
-
-
-
-
2 5
-
5
-
2. Social Security Number:
3. Drivers License:
4. Automated Check To Internal
Database and External Database
For Unverified Orders:
5
-
5 3
5. Multi-vision:
-
-
3
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
21
-
-
3
-
4 4
-
-
3 2
-
3
-
3
-
2 5 2
50
-
-
-
3
-
5
-
-
-
-
-
1 2
-
2
-
-
-
-
30
-
-
-
-
-
-
-
-
-
2
-
2
-
1
-
3
-
4
40
6. Landlord Information:
7. Skip Tracing:
99. Other:
-
5
-
Source/Calculation: BF.16.1
Year: 2004
Final Report
1430
2890
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Methods Used to Positively Identify New Residential Customers
(Cont.)
Q: What methods do you use at account initiation for new customers?
CIS search to find prior service record w ith the last 2 years.
Customer name.
Customer risk and site risk assessments
Employment History
Gvt data base for business identification
ID verification locations
lease agreement
name and SS# sent to credit reporting company for positive id.
Taxpayer ID
Taxpayer ID
Taxpayer ID
Source/Calculation: BF.16.99
Year: 2004
Final Report
1430.1
6191
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Use of Credit Scoring System
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
69.7%
2. No:
30.3%
Source/Calculation: BF.17.1
Year: 2004
Final Report
1431
7333
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Credit Scoring Vendor Used For Scoring Accounts At Initiation
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 Credit Scoring At Initiation:
Percent
32.3%
2. TRW:
0.0%
3. Equifax:
41.9%
4. Experian:
32.3%
99. Other:
19.4%
Source/Calculation: BF.18.1
Year: 2004
Final Report
1432
6048
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Credit Scoring Vendor Used For Scoring Accounts At Initiation
(Cont.)
Q: What credit scoring vendor do you use for scoring accounts at initiation?
D&B
Decision system by Fair Isaac
Dun & Bradstreet
Experian pending implementation in 2005
Internal logic w ithin billing system
multivison for residential customers
Source/Calculation: BF.18.99
Year: 2004
Final Report
1432.1
6103
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Thresholds Triggering Specific Requirements
When Using a Credit Scoring System At Account Initiation
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
18.2%
99. Yes:
81.8%
Source/Calculation: BF.19.99
Year: 2004
Final Report
1433
1000070
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Thresholds Triggering Specific Requirements
When Using a Credit Scoring System At Account Initiation
Q: If you use a credit scoring system at account initiation, do thresholds trigger specific requirements of your potential customer?
A new customer that does not meet the threshold is required to pay a deposit. A customer w ho has had service w ithin the last tw o years and maintained good
credit is not credit scored.
A new customer that does not meet the threshold is required to pay a deposit. A customer w ho has had service w ithin the last tw o years and maintained good
credit is not credit scored.
Beacon Score
Beacon Score
Collection of bills and deposits for existing customers
Customer may be required to apply for service w ith appropriate identification in person at one of our 16 Customer Service Centers
Customers under the preset credit threshold must pay a deposit.
For residential deposit quotations
If below a certain point, deposit is required
if score is 200, a deposit is required
Previous customer w ith paid or unpaid charge-off; Equifax score of 880; Previous account w ith unsatisfactory payment record.
Proprietary information-not shared.
Residential Equifax score = or > 874, deposit is w aived; < 874, deposit is tw ice expected average monthly bill.
Set of criterias mixed in the scoring system
Threshold templates
Source/Calculation: BF.19.99
Year: 2004
Final Report
1433.1
60253
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Conditions Requiring Written Applications for New Applicants
Residential
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 Required:
Percent
73.5%
2. Seasonal accounts:
5.9%
3. Customers w ith unpaid bills:
8.8%
4. Charged off accounts:
8.8%
5. New service address:
5.9%
6. Questionable balance:
8.8%
7. If applicant fails ID verification:
17.6%
8. Lease Agreements:
8.8%
9. Prior energy theft or fraud:
11.8%
10. Bad scoring:
2.9%
99. Other:
14.7%
Source/Calculation: BF.20.1
Year: 2004
Final Report
1434
60254
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Conditions Requiring Written Applications for New Applicants
(Cont.)
Residential
Q: Under what conditions do you require written applications for new Residential customers?
All
Handled via telephone or on w eb site
Inactive w ith use, cut out for non-payment or disconnect notice at premise.
No gas installed at property, customer w ants gas to be installed
Source/Calculation: BF.20.99
Year: 2004
Final Report
1434.1
1000666
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Initiation Requirements for Commercial and Industrial New
Accounts
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. None:
Percent
29.4%
2. Applications:
47.1%
3. Business Papers:
35.3%
4. Positive ID:
32.4%
99. Other:
29.4%
Source/Calculation: BF.21.1
Year: 2004
Final Report
1435
60255
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Initiation Requirements for Commercial and Industrial New
Accounts (Cont.)
Q: What initiation requirements do you have for commercial and industrial new accounts?
CSR verifies customer information and account set-up
deposit
Deposits or proof of credit
Federal Tax ID number or ow ner's social security for individually ow ned businesses.
Federal tax ID or social security number for commercial
Functions not performed in credit/collection section
license w ith PUC
Phone contact - Tax ID required
Taxpayer ID
Source/Calculation: BF.21.99
Year: 2004
Final Report
1435.1
50039
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Matching An Applicant With Existing Balances From Previous
Accounts
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. Name :
Percent
88.2%
2. Social Security Number:
94.1%
3. Federal TaxID :
55.9%
4. Account ID:
44.1%
5. Person ID:
23.5%
6. Driver's License:
32.4%
99. Other:
23.5%
Source/Calculation: BF.22.1
Year: 2004
Final Report
1436
1000063
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Matching An Applicant With Existing Balances From Previous
Accounts
Q: How do you match an applicant with existing balances from previous accounts?
Customer IDN - internally assigned customer number
Internal data
Name match
Previous address
Previous Address
Roommate / spouse's name
Telephone number, employer, etc.
Source/Calculation: BF.22.99
Year: 2004
Final Report
1436.1
6070
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Circumstances Used To Deny Service
To A Customer Applying For 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. Never:
Percent
5.9%
2. Fraud:
76.5%
3. Under Age:
58.8%
4. Previous Outstanding
Balance/Non Payment:
5. Cannot Verify ID:
76.5%
70.6%
6. Unpaid balance to be paid:
73.5%
7. Safety condition exists:
79.4%
8. Inability to prove responsibility
of premise:
99. Other:
47.1%
8.8%
Source/Calculation: BF.23.1
Year: 2004
Final Report
1437
1000064
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Circumstances Used To Deny Service
To A Customer Applying For Service
Q: Under what circumstances can you deny service to a customer applying for service?
# 5 applies to residential only. Other - any customer w ho has been disconnected for non-payment and is trying to open an account w here service has been
physically disconnected.
Theft
Unpaid balance at prior address that has gone to UAT
Source/Calculation: BF.23.99
Year: 2004
Final Report
1437.1
6069
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Use of Premise Conditions
As a Factor In Determining Requirements for Account Initiation
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
35.3%
2. Meter damaged or missing:
38.2%
3. Unsafe conditions:
47.1%
99. Other:
32.4%
Source/Calculation: BF.24.1
Year: 2004
Final Report
1438
1000065
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Use of Premise Conditions
As a Factor In Determining Requirements for Account Initiation
Q: Do you use premise conditions as a factor in determining requirements for account initiation?
Account status, additional ID proof
Addressed in the conditions governing the supply of electricity
Code violations that require inspection prior to reconnect
Cut for non-pay and misrepresentation
Fraud
if service has been disconnected for non-payment, new tenant must be positively identified and deposit paid before connecting service.
Inactive w ith use, cut-out for non-payment, or disconnect notice.
New Premise requires electrical inspection
Premise has been terminated for Non-Payment
Previous cut (street or pole)
Yes, If the account is an Account Hold for construction, code enforcement, Safety etc.
Source/Calculation: BF.24.99
Year: 2004
Final Report
1438.1
60256
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Prior Uncollectible Payment Is Required At Turn On
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
90.9%
2. No:
9.1%
Source/Calculation: BF.25.1
Year: 2004
Final Report
1439
60257
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Separate Group or Function That Handles Account Initiation
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. None:
Percent
32.4%
2. Call Center - Residential Initiation
Split:
61.8%
3. Call Center - Commercial/Industrial
Initiation Split:
58.8%
4. Back Office Group:
17.6%
5. Business Call Center:
14.7%
6. Business Services Group:
5.9%
99. Other:
11.8%
Source/Calculation: BF.26.1
Year: 2004
Final Report
1440
60258
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Separate Group or Function That Handles Account Initiation
(Cont.)
Q: Do you have a separate group or function that handles Account Initiation?
Call Center - No Split
Construction Inquiry call center handles new construction meter set requests.
Credit Centers
Source/Calculation: BF.26.99
Year: 2004
Final Report
1440.1
50040
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Performance Measurement for Account Initiation Functions
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
69.7%
2. Completeness of the customer
file:
3. Goals for Installation of
Service:
4. Approval Rates:
15.2%
6.1%
9.1%
5. Application to Quote :
6.1%
6. Quote to Connection:
3.0%
99. Other:
15.2%
Source/Calculation: BF.27.1
Year: 2004
Final Report
1441
1000066
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Performance Measurement for Account Initiation Functions
Q: Do you measure the performance of Account Initiation functions?
% Failed Credit Check; % accounts secured that failed credit check
Compliance w ith credit policies
Deposit Criteria
Monitoring deposits w aived / cancelled, transfer bad debt
the Call Center records, monitors and rates the reps for quality assurance.
Source/Calculation: BF.27.99
Year: 2004
Final Report
1441.1
60259
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Number of New/Additional Deposits Received From Existing
Customers
Per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3,277
11,018 => 4,539
4,539 => 3,745
3,745 => 506
506 => 139
Deposits per 100,000 Customer
12,000
1
1
0
1
8
.
4
10,000
8,000
4
7
2
0
.
3
6,000
4
6
4
6
.
9
4
4
3
0
.
8
4,000
3
7
8
4
.
5
3
7
4
4
.
8
2
3
5
2
.
8
2,000
5
3
5
.
5
4
7
5
.
6
1
3
4
9
1
9
4
.
3
1
3
9
.
4
1
0
4
7
0
1
7
4
1
3
8
3
0
1
6
2
2
4
7
4
2
3
1
8
2
5
6
2
7
4
0
1
9
1
5
3
2
2
3
1
8
2
8
3
2
2
6
3
4
2
9
3
9
4
5
4
2
1
2
1
5
3
7
2
0
4
8
Source/Calculation: BF.28.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Final Report
1442
Year: 2004
60260
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Reassessment of an Existing Residential Customer's Deposit
Requirement
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
35.3%
2. Risk Scoring:
26.5%
3. Increased Load:
32.4%
4. Added Commodity:
17.6%
99. Other:
41.2%
Source/Calculation: BF.29.1
Year: 2004
Final Report
1443
7338
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Reassessment of an Existing Residential Customer's Deposit
RequirementCont.)
Q: Do you reassess an existing Residential customer's deposit requirement?
A detrimental change in credit history w ith the company.
Account payment history
Additional Premise added or increased credit activity
At time of disconnect or monthly report
Consistent non-payment
Customer's payment history
Delinquency
If they establish a poor paying history w ith our Company
Only if gas is diconnected for non-payment
Pay Habits/History
Payment Behavior
payment history and length of service
Risk analysis, payment patterns
Upon disconnect for non-payment
Source/Calculation: BF.29.99
Year: 2004
Final Report
1443.1
8229
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Reassess An Existing Commercial Customer's Deposit
Requirement
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
26.5%
2. Risk Scoring:
29.4%
3. Increased Load:
41.2%
4. Added Commodity:
20.6%
99. Other:
52.9%
Source/Calculation: BF.30.1
Year: 2004
Final Report
1444
60263
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Reassess An Existing Commercial Customer's Deposit
Requirement (Cont.)
Q: Do you reassess an existing Commercial customer's deposit requirement?
Account payment history/financial data on the entity
Additional Premise added or increased credit activity
At time of disconnect or monthly report
Bad payer
consistent non-payment
Customer's payment history
Delinquency
Delinquency
Detrimental change in credit history w ith the company.
If the customer w as locked out for non payment or arrears more than tw ice in the last 18 months.
If they establish a poor paying history w ith our Company
Only iff gas is disconnected for non-payment
Pay habits/history and Financial
Pay History
Payment Behavior
payment history and length of service
Risk analysis, payment patterns
S&P Rating, risk
Source/Calculation: BF.30.99
Year: 2004
Final Report
1444.1
50043
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Reassess An Existing Industrial Customer's Deposit
Requirement
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
27.3%
2. Risk Scoring:
33.3%
3. Increased Load:
39.4%
4. Added Commodity:
21.2%
99. Other:
51.5%
Source/Calculation: BF.31.1
Year: 2004
Final Report
1445
60262
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Reassess An Existing Industrial Customer's Deposit
Requirement (Cont.)
Q: Do you reassess an existing Industrial customer's deposit requirement?
Account payment history/financial data on the entity
Additional Premise added or increased credit activity
At time of disconnect or monthly report
Bad payer
Consistent non-payment
Delinquency
Detrimental change in credit history w ith the company.
If the customer w as locked out for non payment or arrears more than tw ice in the last 18 months.
If they establish a poor paying history w ith our Company
Only if gas is disconnected for non-payment
Pay habits and Credit Rating
Pay History
pay history
Payment Behavior
payment history and length of service
risk analysis
S&P Rating, risk
Source/Calculation: BF.31.99
Year: 2004
Final Report
1445.1
50042
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Computation of a Deposit for Slow Paying Residential 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. Percent Of Average Monthly
Bill:
2. Fixed Amount:
Percent
20.0%
10.0%
3. Percent Of Highest Monthly
Bill:
99. Other:
0.0%
70.0%
Source/Calculation: BF.32.1
Year: 2004
Final Report
1446
60265
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Computation of a Deposit for Slow Paying Residential Customers
(Cont.)
Q: If you charge a deposit for slow paying Residential customers, how is the deposit computed?
1.3 times budget amount
1/6 of annual or estimated annual billing
1/6 of anual billing
1/6 of the estimated annual base (approx 16.67%)
2 highest consecutive bills
2 months average based on the last 12 months
2 months average bill
2 times average month bill
2 times highest monthly bill in previous 12 months
2 times the average bill for 12 month period.
2 X average monthly bill
2/12th of average bill amount w ith a $100 cap in the District of Columbia
Average bill for 2 months
Average of the 2 highest bill in the last 12 months
DE, MD, VA - 2/12 of estimated annual revenue or an amount deemed reasonable by the company for a seasonal company. NJ - 1 month estimated average bill fo
12 month period increased by 1 month.
Standard deposit if less than 6 months service. For more than 6 months service in State 1 w e use 2/12's annual usage; in State 2 w e use 2 highest consecutive
months bills.
Sum of tw o highest bills in last 12 months
Tw ice the highest monthly bill.
Tw o times an average bill
Tw o times peak season
Source/Calculation: BF.32.99
Year: 2004
Final Report
1446.1
50044
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Deposit Calculation Method
For Slow-Paying Commercial/Industrial Accounts
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. Percent Of Average Monthly
Bill:
2. Fixed Amount:
Percent
24.2%
6.1%
3. Percent Of Highest Monthly
Bill:
99. Other:
18.2%
66.7%
Source/Calculation: BF.13.1
Year: 2004
Final Report
1446.2
354
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Deposit Calculation Method
For Slow-Paying Commercial/Industrial Accounts
Q: If you charge a deposit for slow paying Commercial/ Industrial customers, how is the deposit computed?
1/3 or 1/6 of annual charges
2 highest bills per year
2 highest months.
2 months average
2 months average bill
2 times budget amount
2 X the highest bill in the last 12 months
2/12th of average bill amount, or tw o highest consecutive electric bills.
DE, MD, VA - 2/12 of estimated annual revenue or an amount deemed reasonable by the company for a seasonal company. NJ - 1 month estimated average bill fo
12 month period increased by 1 month.
Estimate of 2 billing periods
Highest 2 bills in 12 month period.
Highest 2 consecutive bills (not to exceed 90 days usage)
highest tw o bills
If seasonal usage, 2 times peak month.
risk scoring
shall not exceed amount of highest 2 months billing or estimated highest 2 months billing
State 1: the deposit is based on 2/12's annual usage.; State 2: deposit is based on 2 highest consecutive months.
Sum of tw o higherst bills for last 12 months.
Total of 2 highest billings in one year
Tw ice the highest monthly bill.
Tw o months average bill
Source/Calculation: BF.13.99
Year: 2004
Final Report
1446.3
1000243
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Alternative Methods Used for Getting Security From 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. Bill Guarantee:
Percent
70.6%
2. Surety Bond:
88.2%
3. Letter of Credit:
94.1%
99. Other:
41.2%
Source/Calculation: BF.33.1
Year: 2004
Final Report
1447
60266
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Alternative Methods Used for Getting Security From Customers
(Cont.)
Q: What alternative methods do you have for getting security from customers?
Advance payments
Agency assistance
Assignment of a checking/savings account
Caution letter
Certificate of Deposit
Composite Credit Group Membership
Insurance - Large Volume
Irrevocable letter of credit.
Parental Guarantee
pre payment
Proof of prior good standing w ith utility account
Reference letter from other utilities
Utility letter of credit
Source/Calculation: BF.33.99
Year: 2004
Final Report
1447.1
50045
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Criteria for Returning a 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. After 9 months of satisfactory
payment history:
2. After 12 months of
satisfactory payment history:
3. After 18 months of
satisfactory payment history:
4. After 24 months of
satisfactory payment history:
99. Other:
Percent
3.1%
75.0%
0.0%
15.6%
12.5%
Source/Calculation: BF.34.1
Year: 2004
Final Report
1448
1000067
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Criteria for Returning a Deposit
Q: At what point do you return a deposit for a residential customer?
At time of final bill
Customer closes account
Nie consecutive or ten our of tw elve non consecutive months and a satisfactory pay record.
Satisfactory payment history is no more than 2 reminder notices in 12 months; if deposit is held for 3 years deposit plus interest is applied to the customer's bill.
Source/Calculation: BF.34.99
Year: 2004
Final Report
1448.1
9057
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Types of Deposits For Which a Separate Bill is 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. None:
Percent
82.4%
2. New Customer:
14.7%
3. Slow Paying Customer:
8.8%
99. Other:
5.9%
Source/Calculation: BF.35.1
Year: 2004
Final Report
1449
100879
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Types of Deposits For Which a Separate Bill is Mailed (Cont.)
Q: For which type of deposit do you mail a separate bill?
anytime the deposit amount changes
Deposits are billed as a line item on the energy statement.
Source/Calculation: BF.35.99
Year: 2004
Final Report
1449.1
100886
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Disconnect a Customer for Failure to Pay a 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. Yes:
Percent
82.4%
2. No:
17.6%
Source/Calculation: BF.36.1
Year: 2004
Final Report
1450
100880
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Conditions For Which Written Applications for New Commercial
Customers are Required
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
Percent
1. Not Required:
55.9%
2. All Accounts:
23.5%
3. Seasonal accounts:
0.0%
4. Customers w ith unpaid bills:
0.0%
5. Charged off accounts:
0.0%
6. New service address:
5.9%
7. Questionable balance:
2.9%
8. Lease Agreements:
2.9%
9. Prior energy theft or fraud:
2.9%
10. Bad scoring:
0.0%
11. Demand Based:
2.9%
99. Other:
11.8%
Source/Calculation: BF.37.1
Year: 2004
Final Report
1451
100881
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Conditions For Which Written Applications for New Commercial
Customers Are Required (Cont.)
Q: Under what conditions do you require written applications for new Commercial customers?
CSR verifies customer information and account set-up.
Greater than 1000 KW
Handled via telephone
Source/Calculation: BF.37.99
Year: 2004
Final Report
1451.1
100887
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Conditions For Which Written Applications for New Industrial
Customers are Required
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
Percent
1. Not Required:
54.8%
2. All Accounts:
22.6%
3. Seasonal accounts:
0.0%
4. Customers w ith unpaid bills:
0.0%
5. Charged off accounts:
0.0%
6. New service address:
3.2%
7. Questionable balance:
3.2%
8. Lease Agreements:
3.2%
9. Prior energy theft or fraud:
3.2%
10. Bad scoring:
0.0%
11. Demand Based:
6.5%
99. Other:
16.1%
Source/Calculation: BF.38.1
Year: 2004
Final Report
1452
100882
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Conditions For Which Written Applications for New Industrial
Customers are Required (Cont.)
Q: Under what conditions do you require written applications for new Industrial customers?
CSR verifies customer information and account set-up.
Greater than 1000 KW
Negotiated rates.
Special rates
Written long form contract is service is over 500KW
Source/Calculation: BF.38.99
Year: 2004
Final Report
1452.1
100888
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Time When a Deposit for a Commercial Customer is Returned
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 9 months of satisfactory
payment history:
2. After 12 months of
satisfactory payment history:
3. After 18 months of
satisfactory payment history:
4. After 24 months of
satisfactory payment history:
99. Other:
Percent
0.0%
22.9%
2.9%
25.7%
51.4%
Source/Calculation: BF.39.1
Year: 2004
Final Report
1453
100883
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Time When a Deposit for a Commercial Customer is Returned
(Cont.)
Q: At what point do you return a deposit for a commercial customer?
36 months
36 months of satisfactory payment history
After 120 months of receiving payments on time.
After 36 months of good pay history
After 36 months of satisfactory payment history or at final w ith no arrears.
After 36 on time payments, does not have to be consecutive.
After 48 months of satisfactory payment history w ith financial stability
after 5 years of continuous service w ith perfect payment record over the most recent 12 months.
Customer closes account
DE,MD-held for 48 mos. and returned if cust establishes 12 consecutive mos. of satis. pmt. history at the end of period. NJ,VA-held for 24 months and returned if
cust establishes 12 consecutive mos. of satis. pmt. history at the end of period.
Depending on payment history based on previous 24 months experience / minimum 12 months
Deposit is held for lenght of service
If customer asks and payment record is satisfactory.
Maryland - deposits automatically refund after 48 mths of satisfactory payment history. District of Columbia - upon w ritten request after 48 mths of satisfactory
payment history.
Payment and financial performance is satisfactory after 12 months.
Satisfactory payment history; no more than 2 reminder notices in 12 months
the account is review ed after 36 months
When Account is closed
Source/Calculation: BF.39.99
Year: 2004
Final Report
1453.1
100889
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Mandatory or Voluntary Interest Payment on Deposits
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 Interest Paid:
Percent
2.9%
2. Mandatory Interest:
88.2%
3. Voluntary Interest:
8.8%
Source/Calculation: BF.40.1
Year: 2004
Final Report
1454
100884
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Interest Rate Paid on Deposits
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3.7%
0.3% <= 1.4%
1.4% <= 2.4%
2.4% <= 6.0%
6.0% <= 11.0%
Interest Rate
12.0%
1
1
.
0
%
10.0%
8
.
0
%
8
.
0
%
1
3
4
9
.
0
%
9
.
0
%
4
0
3
7
8.0%
6
.
0
%
6
.
0
%
6
.
0
%
6
.
0
%
6
.
0
%
6
.
0
%
2
7
8
6
4
5
1
2
3
0
6.0%
4.0%
2.0%
0
.
3
%
1
.
1
%
1
.
1
%
1
.
2
%
1
.
3
%
1
.
3
%
1
.
4
%
1
.
4
%
1
.
4
%
1
.
5
%
1
.
5
%
1
.
5
%
1
9
7
1
6
1
7
3
2
3
8
4
9
2
4
4
7
3
4
2
8
1
.
7
%
2
.
0
%
2
.
2
%
2
.
3
%
2
2
3
1
2
.
5
%
2
.
6
%
2
.
6
%
2
3
2
6
1
0
3
.
3
%
4
.
0
%
0.0%
1
8
1
2
2
9
2
5
4
1
2
0
5
4
2
3
9
4
8
3
1
5
Source/Calculation: BF.41.1
Year: 2004
Final Report
1455
100890
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Deposits Held on Customer Accounts
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
20%
0% <= 10%
10% <= 15%
15% <= 23%
23% <= 80%
Percent of Accounts
80%
8
0
%
8
0
%
4
5
4
1
70%
60%
50%
40%
30%
20%
10%
0
%
9
%
9
%
1
0
%
1
0
%
1
0
%
1
1
%
1
3
1
8
4
7
4
9
8
2
3
1
1
%
1
7
1
3
%
1
3
%
1
3
%
1
6
3
4
2
4
1
5
%
1
7
%
1
8
%
1
8
%
3
7
2
7
1
9
%
1
9
%
2
2
4
2
3
%
2
3
%
1
9
3
8
2
4
%
2
7
%
3
1
%
2
%
0%
2
6
1
0
7
3
1
6
3
0
1
2
8
2
0
5
1
2
4
2
3
9
2
9
3
2
4
8
2
3
1
5
4
0
2
5
Source/Calculation: BF.42.1
Year: 2004
Final Report
1456
1000355
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Write-offs
(###) Report Viewer Record Number
Pg. 1457.
Pg. 1458.
Pg. 1459.
Pg. 1460.
Pg. 1461.
Pg. 1462.
Pg. 1463.
Pg. 1464.
Pg. 1465.
Pg. 1468.
Pg. 1469.
Pg. 1470.
Pg. 1471.
Pg. 1471.1.
Pg. 1473.
Section Contents
(168) Credit & Collections Expense (Including Bad Debt Expense) - Per Adjusted Customer
(169) Credit & Collections Expense (Including Bad Debt Expense) - Percent of Revenue
(170) Credit & Collections Expense (Including Bad Debt Expense) - Per Customer
(171) Bad Debt Charged Off During the Year - Gas - Per Gas Revenue
(172) Bad Debt Charged Off During the Year - Gas - Per Gas Customer
(173) Bad Debt Charged Off During the Year - Gas - Per Uncollectible Expense
(174) Bad Debt Charged Off During the Year - Electric - Per Electric Revenue
(175) Bad Debt Charged Off During the Year - Electric - Per Electric Customer
(176) Bad Debt Charged Off During the Year - Electric - Per Uncollectible Expense
(177) Bad Debt Expense - As a Percent of Total Revenue
(178) Bad Debt Charged Off During the Year - Per Adjusted Customer
(179) Total Bad Debt Charged Off During the Year - Per Uncollectible Expense
(180) Percent of Write-offs Due to Bankruptcies - Residential
(181) Percent of Write-offs Due to Bankruptcies - Breakdown Unavailable
(182) Percent of Write-offs Due to Bankruptcies - Commercial/Industrial
IX
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Write-offs
Credit & Collections Expense (Including Bad Debt Expense)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$13.03
$3.58 <= $7.72
$7.72 <= $11.97
$11.97 <= $14.80
$14.80 <= $37.20
Expense per Adj. Cust.
$40.00
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
3
8
4
9
6
3
0
1
2
4
2
4
2
2
1
3
3
2
2
9
2
7
Credit Office
3
9
4
0
4
5
4
1
Credit Field
2
3
3
1
1
7
1
6
2
5
1
8
1
4
7
7
3
4
1
0
3
7
2
6
8
2
0
Bad Debt
Source/Calculation: SUM{B.34}/(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
1457
Calculation shown is for the first piece of the stacked bar only.
50307
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Write-offs
Credit & Collections Expense (Including Bad Debt Expense)
Percent of Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.82%
0.21% <= 0.52%
0.52% <= 0.80%
0.80% <= 0.94%
0.94% <= 2.15%
Expense of Credit per Revenue
2.50%
2
.
1
5
%
2.00%
1
.
6
9
%
1
.
7
4
%
1
.
8
5
%
1.50%
1.00%
0.50%
0
.
2
1
%
0
.
2
3
%
6
2
0
.
2
8
%
0
.
3
2
%
0
.
3
5
%
0
.
3
6
%
3
0
3
8
1
3
0
.
4
1
%
0
.
5
1
%
0
.
5
3
%
0
.
5
4
%
2
4
2
2
2
7
0
.
6
2
%
0
.
6
3
%
0
.
6
3
%
1
7
4
0
4
9
0
.
7
8
%
0
.
7
8
%
0
.
8
0
%
0
.
8
2
%
3
4
4
5
1
6
1
2
0
.
8
3
%
0
.
8
4
%
2
5
4
7
0
.
8
8
%
0
.
8
8
%
0
.
9
0
%
2
3
3
1
2
9
0
.
9
3
%
0
.
9
4
%
1
4
1
0
.
9
9
%
1
.
0
4
%
1
.
1
1
%
0.00%
4
3
2
3
9
1
8
7
1
0
8
2
6
3
7
2
0
Source/Calculation: (SUM{B.34}+SUM{B.35}+SUM{BG.2})/(SUM{A.13}+SUM{A.14}+SUM{A.15})
Year: 2004
Final Report
1458
6528
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Write-offs
Credit & Collections Expense (Including Bad Debt Expense)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$15.47
$3.58 <= $7.88
$7.88 <= $12.16
$12.16 <= $17.27
$17.27 <= $47.23
Expense per Customer
$50.00
$45.00
$40.00
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$
3
.
5
8
$
4
.
6
3
$
4
.
8
8
4
9
6
$
5
.
9
6
$
6
.
3
5
3
8
3
0
$
7
.
1
2
$
7
.
4
9
$
7
.
6
8
$
8
.
0
9
1
2
4
2
4
1
3
$
9
.
0
6
$
9
.
3
2
$
9
.
6
2
3
2
2
9
2
7
$
1
0
.
7
1
$
1
1
.
2
6
$
1
1
.
9
7
$
1
2
.
1
6
4
5
2
2
$
1
2
.
8
4
$
1
4
.
0
8
$
1
4
.
7
1
$
1
4
.
7
3
$
1
4
.
8
7
$
1
5
.
3
3
$
1
5
.
8
0
2
5
1
8
1
4
7
1
6
$
1
8
.
7
3
$
1
9
.
8
5
$
2
2
.
0
3
$
2
7
.
8
2
$
3
4
.
5
4
$
3
5
.
0
0
3
7
1
0
$
4
3
.
6
3
$
4
7
.
2
3
2
6
8
$0.00
2
3
9
4
0
2
3
1
7
3
4
3
1
4
1
7
2
0
Source/Calculation: (SUM{B.34}+SUM{B.35}+SUM{BG.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
1459
6526
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Bad Debt Charged Off During the Year - Gas
Per Gas Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.0%
0.1% <= 0.6%
0.6% <= 0.9%
0.9% <= 1.4%
1.4% <= 2.5%
Bad Debt per Revenue
2.5%
2
.
2
%
2
.
5
%
2.0%
1
.
3
%
1.5%
1.0%
0.5%
0
.
1
%
0
.
2
%
0
.
4
%
0
.
6
%
0
.
7
%
0
.
7
%
0
.
9
%
0
.
9
%
1
.
4
%
1
.
7
%
1
.
0
%
0.0%
3
8
4
9
1
2
2
9
1
8
4
5
3
9
3
1
4
2
8
7
1
0
2
6
3
7
4
8
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
4
2
2
2
8
1
7
2
4
3
2
3
4
1
6
4
7
1
4
1
5
2
0
2
Source/Calculation: BG.2.1/SUM{A.14}
Year: 2004
Final Report
1460
10050
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Bad Debt Charged Off During the Year - Gas
Per Gas Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$12.53
$0.68 <= $7.20
$7.20 <= $10.12
$10.12 <= $19.50
$19.50 <= $26.89
Debt per Customer
$30.00
$25.00
$
1
7
.
3
2
$20.00
$15.00
$10.00
$5.00
$
0
.
6
8
$
1
.
4
9
$
3
.
7
4
$
6
.
5
1
$
9
.
2
6
$
9
.
2
7
$
9
.
5
3
4
2
3
9
1
8
$
1
0
.
7
2
$
1
0
.
8
7
3
1
4
5
$
2
0
.
2
3
$
2
2
.
4
3
$
2
6
.
5
4
$
2
6
.
8
9
2
6
3
7
$0.00
3
8
4
9
1
2
2
9
7
8
1
0
4
8
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
4
2
2
2
8
1
7
2
4
3
2
3
4
1
6
4
7
1
4
1
5
2
0
2
Source/Calculation: BG.2.1/(SUM{A.4}+SUM{A.6}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1461
6011
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Bad Debt Charged Off During the Year - Gas
Per Uncollectible Expense
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
116.2%
56.7% <= 96.3%
96.3% <= 100.0%
100.0% <= 102.3%
102.3% <= 236.2%
Bad Debt per Uncollectible
250.0%
2
1
1
.
3
%
2
3
6
.
2
%
200.0%
150.0%
100.0%
9
4
.
8
%
9
5
.
1
%
9
5
.
8
%
4
9
7
1
2
9
7
.
9
%
9
9
.
4
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
2
%
1
8
2
9
3
1
4
5
3
8
1
0
1
0
3
.
0
%
1
3
6
.
9
%
5
6
.
7
%
50.0%
0.0%
3
7
3
9
8
2
6
4
2
4
8
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
4
2
2
2
8
1
7
2
4
3
2
3
4
1
6
4
7
1
4
1
5
2
0
2
Source/Calculation: BG.2.1/B.40.2
Year: 2004
Final Report
1462
Only Participants with All the Data are Shown
100513
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Bad Debt Charged Off During the Year - Electric
Per Electric Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.5%
0.1% <= 0.2%
0.2% <= 0.4%
0.4% <= 0.7%
0.7% <= 1.5%
Bad Debt per Revenue
1.6%
1.4%
1
.
1
4
%
1.2%
1
.
4
3
%
1
.
5
4
%
3
7
8
1
.
2
2
%
1.0%
0.8%
0.6%
0.4%
0.2%
0
.
0
7
%
0
.
1
4
%
0
.
1
5
%
0
.
1
6
%
6
3
8
3
0
0
.
1
8
%
0
.
2
1
%
0
.
2
4
%
0
.
2
7
%
0
.
3
3
%
0
.
3
4
%
0
.
3
5
%
0
.
3
6
%
3
2
3
4
2
8
1
7
0
.
4
0
%
0
.
4
2
%
0
.
4
4
%
0
.
4
6
%
4
0
4
7
0
.
6
1
%
0
.
6
3
%
0
.
6
3
%
7
4
1
0
.
6
7
%
0
.
7
4
%
0
.
7
6
%
0.0%
2
4
1
3
2
4
4
8
2
7
3
1
2
5
1
9
2
3
1
2
6
1
0
2
0
5
1
2
4
2
4
5
3
9
2
9
1
6
4
9
2
2
3
1
5
1
8
Source/Calculation: BG.2.2/SUM{A.13}
Year: 2004
Final Report
1463
100501
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Bad Debt Charged Off During the Year - Electric
Per Electric Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$9.40
$1.16 <= $5.06
$5.06 <= $7.63
$7.63 <= $10.81
$10.81 <= $35.44
Debt Per Customer
$40.00
$
3
5
.
4
4
$35.00
$30.00
$25.00
$
1
9
.
4
2
$20.00
$15.00
$10.00
$5.00
$
1
.
1
6
$
1
.
8
8
$
3
.
1
2
$
3
.
2
2
$
3
.
5
4
3
0
6
2
4
$
4
.
6
3
$
4
.
9
4
1
3
4
$
5
.
4
3
$
5
.
4
7
$
5
.
7
2
4
1
4
8
2
8
$
6
.
9
6
$
7
.
0
5
$
7
.
3
7
3
1
2
7
3
2
$
7
.
8
8
$
8
.
1
6
$
8
.
2
1
$
8
.
3
6
4
0
3
4
1
7
4
7
$
1
0
.
0
6
$
1
0
.
7
9
$
1
0
.
8
2
2
3
2
5
$
1
2
.
0
7
$
1
2
.
1
8
1
7
$
2
0
.
2
7
$
2
0
.
3
0
2
6
1
0
$0.00
2
3
8
1
9
3
7
8
2
0
5
1
2
4
2
4
5
3
9
2
9
1
6
4
9
2
2
3
1
5
1
8
Source/Calculation: BG.2.2/(SUM{A.3}+SUM{A.6}+SUM{A.7}+SUM{A.9})
Year: 2004
Final Report
1464
Only Participants with All the Data are Shown
60111
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Bad Debt Charged Off During the Year - Electric
Per Uncollectible Expense
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
113.6%
70.0% <= 91.8%
91.8% <= 100.0%
100.0% <= 106.6%
106.6% <= 348.4%
Bad Debt per Uncollectible
350.0%
3
4
8
.
4
%
300.0%
250.0%
200.0%
150.0%
100.0%
7
0
.
0
%
7
4
.
9
%
8
4
.
6
%
8
5
.
5
%
8
6
.
1
%
1
7
4
7
1
9
1
.
1
%
9
1
.
8
%
9
4
.
3
%
9
8
.
1
%
9
8
.
3
%
1
0
0
.
0
%
3
7
3
4
2
7
2
4
1
0
3
1
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
3
.
1
%
1
0
3
.
3
%
6
3
8
1
3
3
2
2
4
8
2
5
1
0
6
.
6
%
1
1
2
.
1
%
1
3
9
.
7
%
1
4
3
.
6
%
1
4
8
.
6
%
1
6
0
.
2
%
50.0%
0.0%
3
0
4
2
3
4
1
8
2
8
4
0
7
2
6
2
0
5
1
2
4
2
4
5
3
9
2
9
1
6
4
9
2
2
3
1
5
1
9
1
8
Source/Calculation: BG.2.2/B.40.1
Year: 2004
Final Report
1465
Only Participants with All the Data are Shown
100512
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Bad Debt Expense
As a Percent of Total Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.58%
0.07% <= 0.30%
0.30% <= 0.46%
0.46% <= 0.72%
0.72% <= 1.76%
Expense per Revenue
1.80%
1.60%
1
.
3
2
%
1.40%
1.20%
1.00%
0.80%
0.60%
0.40%
0.20%
0
.
0
7
%
0
.
1
3
%
0
.
1
4
%
0
.
1
6
%
3
8
6
3
0
0
.
1
8
%
0
.
2
0
%
0
.
2
1
%
4
9
1
3
0
.
2
4
%
0
.
2
7
%
0
.
3
3
%
0
.
3
3
%
0
.
3
4
%
0
.
3
5
%
0
.
3
6
%
2
2
3
2
3
4
2
8
1
7
0
.
4
0
%
0
.
4
3
%
0
.
4
4
%
0
.
4
6
%
1
2
4
0
4
7
0
.
5
1
%
0
.
5
5
%
0
.
6
1
%
0
.
6
2
%
0
.
6
3
%
0
.
6
4
%
2
5
2
9
4
1
1
9
0
.
6
7
%
0
.
7
1
%
0
.
7
4
%
0
.
7
6
%
0
.
8
6
%
0
.
9
1
%
1
.
4
9
%
1
.
5
4
%
1
.
7
6
%
1
.
0
0
%
0.00%
2
4
2
4
4
8
2
7
1
6
3
1
1
8
4
5
2
3
1
3
9
7
4
2
1
0
8
2
6
3
7
2
0
5
3
1
5
Source/Calculation: SUM{BG.2}/(SUM{A.13}+SUM{A.14}+SUM{A.15})
Year: 2004
Final Report
1468
50293
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Bad Debt Charged Off During the Year
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$9.19
$0.75 <= $4.49
$4.49 <= $6.53
$6.53 <= $10.39
$10.39 <= $39.50
Debt Per Customer
$40.00
$35.00
$30.00
$
1
9
.
9
5
$25.00
$
2
3
.
6
6
$
2
6
.
5
9
$
3
0
.
4
1
$
3
9
.
5
0
$20.00
$15.00
$10.00
$5.00
$
0
.
7
5
$
1
.
1
6
4
9
2
$
1
.
8
7
$
2
.
2
9
$
3
.
1
2
$
3
.
2
2
$
3
.
2
5
$
3
.
5
4
3
0
6
2
9
2
4
$
4
.
3
5
$
4
.
6
3
$
4
.
6
3
$
4
.
6
4
$
4
.
7
6
$
4
.
9
4
4
8
1
3
4
2
3
9
1
8
4
$
5
.
4
3
$
5
.
4
4
$
5
.
7
2
4
1
4
5
2
8
$
6
.
5
3
$
7
.
0
5
$
7
.
3
7
2
7
3
2
$
7
.
8
8
$
8
.
1
6
$
8
.
2
1
$
8
.
3
0
$
8
.
3
6
4
0
3
4
1
7
1
9
4
7
$
9
.
9
9
$
1
0
.
7
9
$
1
0
.
8
2
2
3
2
5
$
1
2
.
0
7
$
1
2
.
2
5
1
3
1
$0.00
1
2
3
8
2
2
1
6
7
3
7
1
0
2
6
8
2
0
5
3
1
5
Source/Calculation: SUM{BG.2}/(SUM{A.3}+SUM{A.6}+SUM{A.5}+(SUM{A.7}+SUM{A.9}+SUM{A.4})*2+SUM{A.8}*3)
Year: 2004
Final Report
1469
50142
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Total Bad Debt Charged Off During the Year
Per Uncollectible Expense
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
109.8%
70.0% <= 95.0%
95.0% <= 100.0%
100.0% <= 105.8%
105.8% <= 256.6%
Bad Debt per Uncollectible
300.0%
2
3
6
.
2
%
250.0%
2
5
6
.
6
%
200.0%
150.0%
100.0%
7
0
.
0
%
7
1
.
7
%
3
0
3
7
7
4
.
9
%
8
4
.
6
%
8
5
.
5
%
8
6
.
1
%
1
7
4
7
1
9
1
.
8
%
9
4
.
3
%
9
4
.
8
%
9
5
.
7
%
9
5
.
8
%
9
7
.
9
%
3
4
2
7
4
9
2
2
1
2
1
8
9
8
.
1
%
9
8
.
8
%
9
9
.
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
2
.
4
%
1
0
3
.
0
%
1
0
3
.
3
%
2
4
1
0
2
9
3
1
6
3
8
3
2
1
3
4
5
2
4
8
3
9
2
5
1
0
6
.
6
%
1
1
2
.
1
%
1
1
7
.
1
%
1
2
5
.
2
%
1
3
9
.
2
%
1
4
3
.
6
%
1
4
8
.
6
%
50.0%
0.0%
4
2
3
4
1
7
1
6
8
2
8
4
0
4
2
2
6
2
0
5
3
1
5
1
9
Source/Calculation: SUM{BG.2}/(SUM{B.40})
Year: 2004
Final Report
1470
10051
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Percent of Write-offs Due to Bankruptcies
Residential
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
5.8%
0.0% <= 1.1%
1.1% <= 2.0%
2.0% <= 7.1%
7.1% <= 24.0%
Percent
25.0%
2
2
.
7
7
%
2
4
.
0
0
%
2
6
2
5
20.0%
15.0%
10.0%
5.0%
0
.
0
0
%
0
.
0
1
%
0
.
2
0
%
2
9
2
4
3
8
1
.
0
0
%
1
.
1
0
%
1
9
1
3
1
.
5
0
%
2
.
0
0
%
2
.
0
0
%
4
1
4
9
4
.
0
0
%
6
.
0
0
%
6
.
1
0
%
3
4
1
0
8
.
0
0
%
8
.
3
0
%
0.0%
3
0
1
4
5
4
7
8
4
2
3
1
8
6
2
7
4
0
1
5
3
2
3
1
4
8
2
8
1
7
7
3
2
1
6
3
9
4
2
1
2
5
3
7
2
0
2
2
Source/Calculation: BG.3.1
Year: 2004
Final Report
1471
9951
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Percent of Write-offs Due to Bankruptcies
Breakdown Unavailable
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
11.30%
2.70% <= 6.00%
6.00% <= 7.62%
7.62% <= 12.28%
12.28% <= 38.70%
Percent
40.00%
3
8
.
7
0
%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
2
.
7
0
%
5
.
8
1
%
6
.
0
0
%
6
.
0
0
%
4
1
7
1
8
6
.
5
0
%
7
.
0
0
%
8
.
2
4
%
9
.
0
0
%
1
1
.
0
0
%
1
6
.
1
0
%
1
8
.
5
3
%
0.00%
6
7
3
2
2
2
2
8
1
6
2
3
2
7
2
9
1
3
2
5
3
0
4
0
1
9
1
5
3
4
8
3
8
2
4
4
9
3
1
3
4
2
8
3
9
4
5
4
2
4
7
1
2
1
4
1
5
1
0
3
7
2
0
2
6
Source/Calculation: BG.3.100
Year: 2004
Final Report
1471.1
9952
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Percent of Write-offs Due to Bankruptcies
Commercial/Industrial
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
22.0%
0.0% <= 3.1%
3.1% <= 9.0%
9.0% <= 36.3%
36.3% <= 90.0%
Percent
90.0%
9
0
.
0
0
%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0
.
0
2
%
3
.
0
0
%
3
.
0
0
%
3
.
0
0
%
3
.
1
0
%
4
1
4
5
4
9
3
0
6
.
0
0
%
6
.
8
0
%
2
5
4
7
9
.
0
0
%
1
2
.
6
0
%
3
6
.
0
0
%
3
6
.
5
2
%
1
2
6
4
5
.
0
0
%
5
4
.
0
0
%
2
2
.
1
0
%
0.0%
2
4
3
4
1
3
1
0
3
8
1
9
2
9
8
4
2
3
1
8
6
2
7
4
0
1
5
3
2
3
1
4
8
2
8
1
7
7
3
2
1
6
3
9
4
2
1
2
5
3
7
2
0
2
2
Source/Calculation: BG.3.2
Year: 2004
Final Report
1473
9206
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Account Initiation and Deposits
(###) Report Viewer Record Number
Section Contents
Pg. 1473.1. (186) Verify Identity for New Customers At Initiation -
X
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Account Initiation and Deposits
Verify Identity for New Customers At Initiation
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. Residential:
Percent
84.4%
2. Commercial:
59.4%
3. Industrial:
43.8%
99. Other:
18.8%
Source/Calculation: BF.14.1
Year: 2004
Final Report
1473.1
60251
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Write-offs
(###) Report Viewer Record Number
Pg. 1474.
Pg. 1475.
Section Contents
(188) Uncollectible Account Expense Includes Provision for a "Contingency Fund" - Or Other Type of Allowance for Extraordinary Charges
(189) Write Off of Gross Bad Debt - Per Adjusted Customer
XI
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Uncollectible Account Expense Includes Provision for a
"Contingency Fund"
Or Other Type of Allowance for Extraordinary Charges
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
31.3%
2. No:
68.8%
Source/Calculation: BG.4.1
Year: 2004
Final Report
1474
100885
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Write-offs
Write Off of Gross Bad Debt
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$13.21
$2.00 <= $6.07
$6.07 <= $10.66
$10.66 <= $15.95
$15.95 <= $42.29
Bad Debt Per Adj. Customer
$45.00
$40.00
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
4
9
3
8
2
1
2
2
4
1
9
3
0
6
2
2
4
1
Gas Bad Debt Written Off
4
8
2
9
2
7
4
1
3
1
7
4
7
3
1
Electric Bad Debt Written Off
3
4
2
8
3
2
4
0
4
5
1
6
1
2
3
Water Bad Debt Written Off
7
2
5
3
7
1
0
2
6
1
8
8
2
0
5
4
2
3
9
3
1
5
Breakdow n Unavailable
Source/Calculation: BG.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)
Year: 2004
Final Report
1475
Calculation shown is for the first piece of the stacked bar only.
1000364
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Credit & Collections: Field Activities
(###) Report Viewer Record Number
Pg. 1476.
Pg. 1477.
Pg. 1478.
Pg. 1479.
Pg. 1480.
Pg. 1481.
Pg. 1482.
Pg. 1483.
Pg. 1484.
Pg. 1485.
Pg. 1486.
Pg. 1487.
Pg. 1488.
Pg. 1489.
Pg. 1490.
Pg. 1491.
Pg. 1492.
Pg. 1492.1.
Pg. 1493.
Pg. 1493.1.
Pg. 1494.
Pg. 1495.
Pg. 1496.
Pg. 1497.
Pg. 1498.
Pg. 1499.
Pg. 1500.
Pg. 1500.1.
Pg. 1501.
Pg. 1501.1.
Pg. 1502.
Pg. 1503.
Pg. 1504.
Pg. 1505.
Pg. 1506.
Pg. 1507.
Section Contents
(192) Credit Field Expense - Per Adjusted Customer
(193) Credit Field Expense - Per Customer
(194) Credit Field Expense - By Type
(195) Credit Field Expense - Per Field Order
(196) Credit Field Expense - Per Field Order
(197) Credit & Collections Field Dispatch Expense - Per Adjusted Customer
(198) Credit & Collections Field Dispatch Expense - Per Customer
(199) Credit & Collections Field Dispatch Expense - Per Field Order
(200) Credit & Collection Field Orders Worked (201) Accounts Eligible for Action - Accounts Issued per Accounts Eligible
(202) Accounts Eligible for Action - Accounts Collected/Disconnected per Accounts Eligible
(203) Accounts Eligible for Action - Can't Get In per Total Accounts Eligible
(204) Accounts Eligible for Action - Assigned but Not Worked Instances per Accounts Eligible
(205) Accounts Eligible for Action - Left Notice per Accounts Eligible
(206) Amount Collected In the Field During the Year - Per Revenue
(207) Amount Collected In the Field During the Year - Per Customer
(208) Percentage of Disconnect Orders Worked Each Day (209) Percentage of Disconnect Orders Worked On the Day Assigned (210) Basis For Sending Accounts to the Field for Collection (211) Basis For Sending Accounts to the Field for Collection (Cont.) (212) Percent of the People Who Meet the Criteria for Disconnection that are Disconnected - Percent Of Customers
(213) Moratorium Regarding Disconnections - Calendar Days was the Moratorium in Effect
(214) Customer Disconnects – Residential - Residential Customer Disconnects as a Percent of Total Residential Customers
(215) Customer Disconnects – Commercial/Industrial - C/I Customer Disconnects as a Percent of Total C/I Customers
(216) Residential Customers Disconnected Multiple Times Last Year - Per Adjusted Customer
(217) Use of Mobile Data Technology To Manage Field Collections (218) Method Used To Measure The Performance of Field Collection Functions (219) Method Used To Measure The Performance of Field Collection Functions (220) Leave Notice At the Customer's Premise Prior to Disconnection (221) Leave Notice At the Customer's Premise Prior to Disconnection (Cont.) (222) Number of Notices per Customer Required to be Physically Delivered To a Premise - Prior To Disconnection
(223) Delinquent Notices Mailed or Delivered - Per Adjusted Customer
(224) Commercial/Industrial Customers Disconnected Multiple Times Last Year - Per Adjusted Customer
(225) Minimum Amount Due Required to Send to Field for Collection/Disconnect - 0 (zero) equals no minimum
(226) Minimum Age of Arrears (Days) Required To Send To Field for Collection/Disconnect - 0 (zero) equals no minimum
(227) Average Cost for Each ©2005 PA Consulting Group, All Rights Reserved
XII
2005 Customer Service Final Report - Credit to End
Credit & Collections: Field Activities
(###) Report Viewer Record Number
Pg. 1507.1.
Pg. 1507.2.
Pg. 1507.3.
Pg. 1507.4.
(228)
(229)
(230)
(231)
Section Contents
Money Collected out in the Field from Customers Subject to Service Disconnection Adverse Impact Experienced by Switching from Collecting in the Field to only Disconnecting Service - e.g. Higher Volume of Re-connections
Drivers for Switching from Collecting in the Field to Only Disconnecting Service Positive Results Experienced by Switch from collecting in the Field to Only Disconnecting Service -
XIII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Credit Field Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.83
$0.55 <= $1.07
$1.07 <= $1.47
$1.47 <= $2.04
$2.04 <= $8.49
Expense per Adj. Cust.
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
-$1.00
6
4
5
3
1
2
3
3
2
4
7
4
0
2
7
3
8
5
3
7
1
5
2
3
9
1
3
4
2
2
3
1
4
1
3
0
1
6
4
9
8
7
2
6
2
5
1
2
1
0
Direct Labor Expense
Contract Employee
Vehicles
3rd Party Contractor
Payroll Taxes
Facilities
Postage
Other
Materials
Technology
Printing Expense
Breakdow n Unavailable
2
4
1
8
1
7
3
4
2
8
2
0
4
2
2
9
4
8
1
9
Telephone Service Charges
Source/Calculation: (B.35.1+B.35.2)/(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
1476
Calculation shown is for the first piece of the stacked bar only.
6119
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Credit Field Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.07
$0.55 <= $1.07
$1.07 <= $1.88
$1.88 <= $2.51
$2.51 <= $8.49
Expense per Customer
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
-$1.00
6
4
5
1
3
2
3
3
2
4
7
4
0
2
7
2
3
9
1
3
4
3
7
5
4
1
3
0
1
5
3
8
4
9
2
5
1
2
1
6
2
2
3
1
8
2
4
1
8
Direct Labor Expense
Telephone Service Charges
Technology
Printing Expense
Payroll Taxes
Contract Employee
Vehicles
3rd Party Contractor
Materials
Facilities
Postage
Other
7
2
6
1
0
1
7
3
4
2
8
2
0
4
2
2
9
4
8
1
9
Breakdow n Unavailable
Source/Calculation: (B.35.1+B.35.2)/(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
1477
Calculation shown is for the first piece of the stacked bar only.
6059
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Credit Field Expense
By Type
Percent
120%
100%
80%
60%
40%
20%
0%
-20%
4
0
1
2
3
4
3
9
2
4
5
2
3
2
5
6
4
7
4
9
3
3
0
2
4
1
3
1
3
8
1
8
5
1
0
1
5
1
6
2
2
1
7
Direct Labor Expense: Primary Staff
Telephone Service Charges
Postage
Payroll Taxes
Facilities
Printing Expense
Materials
Technology
3rd Party Contractor
Contract Employee
Vehicles
Other
7
2
7
3
2
1
3
3
7
4
1
2
6
4
8
4
2
1
9
4
8
2
8
2
0
2
9
Breakdow n Unavailable
Source/Calculation: (B.35.1+B.35.2)/SUM{B.35}
Year: 2004
Final Report
1478
Calculation shown is for the first piece of the stacked bar only.
1000211
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Credit Field Expense
Per Field Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$21.00
$4.39 <= $11.93
$11.93 <= $16.75
$16.75 <= $23.55
$23.55 <= $87.21
Expense per Field Order
$90.00
$
8
7
.
2
1
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$
2
.
6
2
$
4
.
3
9
$
4
.
5
2
$
5
.
1
2
$
5
.
8
4
$
6
.
8
4
$
7
.
5
0
3
8
8
6
2
7
4
0
2
$
1
0
.
7
4
$
1
1
.
8
2
$
1
2
.
2
4
1
3
1
5
$
1
3
.
6
5
$
1
4
.
1
0
$
1
4
.
9
1
3
7
4
5
3
2
$
1
5
.
1
8
$
1
5
.
5
9
$
1
6
.
3
8
$
1
7
.
1
2
2
4
1
1
2
3
$
1
8
.
3
2
$
1
8
.
6
7
$
1
8
.
7
1
$
1
9
.
7
0
2
6
2
5
3
1
7
$
2
0
.
8
6
$
2
2
.
0
9
$
2
4
.
0
3
$
2
9
.
6
5
$
2
9
.
7
8
1
6
1
8
$
3
3
.
3
4
$
3
5
.
5
5
$
4
5
.
1
1
$
5
0
.
9
9
$0.00
4
3
0
3
4
1
0
2
3
4
9
2
2
1
7
4
1
4
7
2
8
2
0
5
4
2
3
9
2
9
4
8
1
9
Source/Calculation: SUM{B.35}/SUM{BH.2}
Year: 2004
Final Report
1479
50256
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Credit Field Expense
Per Field Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$21.00
$4.39 <= $11.93
$11.93 <= $16.75
$16.75 <= $23.55
$23.55 <= $87.21
Expense per Field Order
$90.00
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
4
3
8
8
6
2
7
4
0
2
3
0
1
3
1
5
Leave Notices
3
7
4
5
3
2
2
4
1
Disconnects
1
2
3
2
6
2
5
3
1
7
Field Collections
3
4
1
0
2
3
1
6
Reconnects
1
8
4
9
2
2
1
7
4
1
4
7
2
8
2
0
5
4
2
3
9
2
9
4
8
1
9
Other
Source/Calculation: (SUM{B.35}/SUM{BH.2})*((BH.2.1+BH.2.2+BH.2.3+BH.2.4)/SUM{BH.2})
Year: 2004
Final Report
1480
Calculation shown is for the first piece of the stacked bar only.
1000328
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Credit & Collections Field Dispatch Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.34
$0.03 <= $0.07
$0.07 <= $0.17
$0.17 <= $0.39
$0.39 <= $1.83
Expense per Adj. Cust.
$2.00
$
1
.
8
3
$1.80
$1.60
$1.40
$1.20
$1.00
$
0
.
7
6
$0.80
$0.60
$0.40
$0.20
$
0
.
0
3
$
0
.
0
3
$
0
.
0
4
3
8
2
4
3
2
$
0
.
0
6
$
0
.
0
8
6
4
5
$
0
.
1
3
$
0
.
1
5
4
9
1
8
$
0
.
2
0
$
0
.
2
0
2
7
3
1
$
0
.
3
1
$
0
.
4
1
$
0
.
4
7
$0.00
1
7
2
2
1
6
3
4
2
6
2
9
2
3
1
3
2
5
3
0
4
0
1
9
1
5
3
2
4
8
4
7
2
8
3
9
4
2
4
7
1
2
1
4
1
5
1
0
3
7
2
0
8
Source/Calculation: SUM{B.36}/(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
1481
1000136
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Credit & Collections Field Dispatch Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.44
$0.03 <= $0.07
$0.07 <= $0.17
$0.17 <= $0.47
$0.47 <= $2.86
Expense per Customer
$3.00
$
2
.
8
6
$2.50
$2.00
$1.50
$1.00
$0.50
$
0
.
0
3
$
0
.
0
4
$
0
.
0
5
$
0
.
0
6
$
0
.
0
8
2
4
3
2
3
8
6
4
5
$
0
.
1
3
$
0
.
1
5
4
9
1
8
$
0
.
2
0
$
0
.
3
0
$
0
.
3
1
3
1
1
7
$
0
.
5
2
$
0
.
6
5
$
0
.
7
6
$0.00
2
7
1
6
2
2
3
4
2
6
2
9
2
3
1
3
2
5
3
0
4
0
1
9
1
5
3
2
4
8
4
7
2
8
3
9
4
2
4
7
1
2
1
4
1
5
1
0
3
7
2
0
8
Source/Calculation: SUM{B.36}/(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
1482
1000137
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Credit & Collections Field Dispatch Expense
Per Field Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.50
$0.12 <= $0.73
$0.73 <= $1.73
$1.73 <= $3.25
$3.25 <= $16.24
Expense per Adj. Cust.
$18.00
$
1
6
.
2
4
$16.00
$14.00
$
9
.
9
3
$12.00
$10.00
$
7
.
1
4
$8.00
$6.00
$4.00
$2.00
$
0
.
1
2
$
0
.
1
8
3
8
2
4
$
0
.
5
9
$
0
.
6
2
6
3
2
$
1
.
0
7
$
1
.
5
8
$
1
.
6
1
1
8
4
5
$
1
.
8
6
$
2
.
2
6
$
2
.
2
6
3
1
4
9
$
3
.
5
8
$0.00
2
7
3
4
1
7
1
6
2
2
2
6
2
9
2
3
1
3
2
5
3
0
4
0
1
9
1
5
3
2
4
8
4
7
2
8
3
9
4
2
4
7
1
2
1
4
1
5
1
0
3
7
2
0
8
Source/Calculation: SUM{B.36}/SUM{BH.2}
Year: 2004
Final Report
1483
1000140
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Credit & Collection Field Orders Worked
Percent of Orders
100%
80%
60%
40%
20%
0%
8
3
8
1
5
4
2
5
1
7
2
1
0
3
4
3
1
4
5
4
0
4
7
Notices
1
8
2
7
Disconnects
4
9
1
6
3
0
2
4
2
2
4
8
Field Collection
1
2
1
2
3
6
Reconnects
4
1
1
9
3
2
9
7
2
6
3
2
1
3
3
7
2
0
4
2
3
9
5
2
8
Other
Source/Calculation: (BH.2.4+BH.2.2+BH.2.3+BH.2.1)/SUM{BH.2}
Year: 2004
Final Report
1484
Calculation shown is for the first piece of the stacked bar only.
6008
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Accounts Eligible for Action
Accounts Issued per Accounts Eligible
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
48.4%
100.0% => 60.2%
60.2% => 42.6%
42.6% => 23.9%
23.9% => 10.3%
Percent
100.0%
90.0%
1
0
0
.
0
%
9
6
.
7
%
9
4
.
9
%
8
3
.
0
%
80.0%
7
7
.
2
%
6
0
.
2
%
70.0%
60.0%
5
9
.
5
%
5
6
.
3
%
5
2
.
2
%
5
1
.
8
%
50.0%
4
2
.
6
%
4
1
.
5
%
40.0%
3
3
.
9
%
3
1
.
9
%
3
0
.
3
%
30.0%
2
3
.
9
%
2
2
.
8
%
2
0
.
8
%
20.0%
1
5
.
2
%
1
1
.
8
%
1
0
.
3
%
10.0%
0.0%
1
9
2
3
1
2
5
4
5
1
0
7
8
4
0
2
4
3
0
3
7
1
8
4
1
7
1
6
2
3
4
7
4
8
1
3
1
3
4
2
7
1
5
3
2
2
3
8
4
9
6
2
6
2
8
2
9
3
9
4
2
1
2
4
1
5
2
0
3
2
Average
Source/Calculation: BH.3.2/BH.3.1
Year: 2004
Final Report
1485
60269
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Accounts Eligible for Action
Accounts Collected/Disconnected per Accounts Eligible
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
28.0%
100.0% => 35.4%
35.4% => 18.9%
18.9% => 10.7%
10.7% => 6.3%
Percent
100.0%
90.0%
1
0
0
.
0
%
8
7
.
6
%
80.0%
5
9
.
1
%
70.0%
60.0%
4
2
.
8
%
50.0%
4
1
.
0
%
40.0%
3
6
.
0
%
3
5
.
2
%
3
2
.
9
%
2
9
.
7
%
30.0%
2
6
.
8
%
2
4
.
4
%
2
1
.
5
%
20.0%
1
6
.
4
%
1
5
.
8
%
1
5
.
1
%
1
4
.
3
%
6
4
1
7
1
2
.
3
%
1
1
.
0
%
1
0
.
1
%
1
0
.
1
%
1
0
.
0
%
2
3
4
7
3
7
2
5
10.0%
7
.
9
%
6
.
5
%
6
.
3
%
1
3
1
0.0%
4
1
2
9
3
1
4
5
2
3
0
1
0
2
4
1
9
4
0
7
3
2
1
8
1
6
8
2
8
2
0
5
1
2
4
2
3
9
3
4
2
6
4
9
3
8
4
8
2
2
3
1
5
2
7
Average
Source/Calculation: BH.3.3/BH.3.1
Year: 2004
Final Report
1486
1000244
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Accounts Eligible for Action
Can't Get In per Total Accounts Eligible
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
7.0%
0.2% <= 2.1%
2.1% <= 4.0%
4.0% <= 7.1%
7.1% <= 29.2%
Percent
30.0%
2
3
.
1
%
25.0%
2
9
.
2
%
20.0%
15.0%
1
0
.
4
%
1
3
.
9
%
10.0%
5.0%
0
.
2
%
0
.
3
%
2
5
1
3
0
.
6
%
1
.
4
%
2
.
3
%
2
.
7
%
3
.
5
%
3
.
6
%
1
8
3
2
4
.
4
%
4
.
6
%
8
2
4
5
.
5
%
6
.
0
%
0.0%
1
6
1
3
1
3
0
4
7
2
3
3
7
1
0
7
4
5
1
7
2
8
4
6
2
7
4
0
1
9
1
5
3
2
2
0
4
8
5
3
8
4
9
2
6
3
4
2
9
3
9
4
2
1
2
4
1
2
2
Average
Source/Calculation: BH.3.4/BH.3.1
Year: 2004
Final Report
1487
1000245
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Accounts Eligible for Action
Assigned but Not Worked Instances per Accounts Eligible
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
13.7%
0.3% <= 0.9%
0.9% <= 7.3%
7.3% <= 13.0%
13.0% <= 55.6%
Percent
60.0%
4
9
.
3
%
50.0%
5
5
.
6
%
40.0%
30.0%
2
2
.
1
%
20.0%
10.0%
0
.
3
%
0
.
3
%
0
.
3
%
1
3
3
0
1
1
.
1
%
2
.
1
%
6
.
5
%
8
.
2
%
9
.
0
%
1
0
.
0
%
0.0%
4
0
3
1
1
6
2
4
1
8
1
0
3
7
2
5
2
3
2
2
3
6
2
7
1
9
1
5
3
2
2
4
8
8
1
7
7
4
4
9
2
8
2
6
3
4
2
9
3
9
4
5
4
2
4
7
1
2
4
1
5
2
0
3
8
Average
Source/Calculation: BH.3.5/BH.3.1
Year: 2004
Final Report
1488
1000246
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Accounts Eligible for Action
Left Notice per Accounts Eligible
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
18.4%
1.7% <= 4.3%
4.3% <= 14.9%
14.9% <= 32.5%
32.5% <= 42.1%
Percent
45.0%
40.0%
3
0
.
6
%
35.0%
30.0%
3
4
.
4
%
3
7
.
1
%
4
2
.
1
%
2
3
.
5
%
25.0%
1
4
.
9
%
20.0%
15.0%
10.0%
5.0%
1
.
7
%
3
.
5
%
3
.
5
%
1
6
3
0
5
.
1
%
6
.
1
%
0.0%
1
1
8
2
4
4
0
2
5
4
5
3
1
1
9
4
7
4
9
2
3
1
3
6
2
7
1
5
3
2
2
2
4
8
8
1
7
4
3
8
2
8
3
2
2
6
3
4
2
9
3
9
4
2
1
2
4
1
5
1
0
3
7
2
0
7
Average
Source/Calculation: BH.3.6/BH.3.1
Year: 2004
Final Report
1489
1000265
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Amount Collected In the Field During the Year
Per Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.25%
0.00% <= 0.00%
0.00% <= 0.23%
0.23% <= 0.48%
0.48% <= 0.75%
Field Collection Amount per Revenue
0.80%
0
.
7
5
%
0.70%
0.60%
0.50%
0
.
3
3
%
0.40%
0.30%
0
.
1
7
%
0.20%
0.10%
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
4
2
7
1
8
4
3
2
3
4
4
1
1
9
0
.
2
2
%
0
.
3
7
%
0
.
4
0
%
0
.
4
5
%
0
.
4
9
%
0
.
5
0
%
0
.
5
1
%
1
0
3
1
0
.
5
2
%
0
.
6
1
%
0
.
2
3
%
0
.
0
5
%
0.00%
4
0
4
5
1
7
2
1
1
6
3
0
8
4
9
3
8
3
7
7
2
9
1
3
2
5
6
1
5
3
2
2
2
3
2
6
2
8
3
9
4
2
4
7
1
2
5
2
0
4
8
Source/Calculation: BH.4.1/(SUM{A.13}+SUM{A.14}+SUM{A.15})
Year: 2004
Final Report
1490
Only Participants with All the Data are Shown
10052
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Amount Collected In the Field During the Year
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.90
$0.00 <= $0.00
$0.00 <= $3.62
$3.62 <= $8.71
$8.71 <= $18.73
Field Collection Amount per Customer
$20.00
$
1
8
.
7
3
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$
0
.
0
0
$
0
.
0
0
$
0
.
0
0
$
0
.
0
0
$
0
.
0
0
$
0
.
0
0
$
0
.
0
0
$
0
.
0
7
3
2
2
7
1
8
2
4
3
4
4
1
4
1
9
$
0
.
8
6
$
2
.
6
1
$
3
.
5
6
$
3
.
6
9
4
9
2
$
5
.
0
5
$
5
.
2
0
1
7
1
$
7
.
2
7
$
7
.
9
6
$
8
.
9
6
$
9
.
7
7
$
1
0
.
4
1
$
1
1
.
4
2
$
1
2
.
1
9
$0.00
4
0
4
5
1
6
3
0
3
8
3
7
1
0
3
1
8
7
2
9
1
3
2
5
6
1
5
3
2
2
2
3
2
6
2
8
3
9
4
2
4
7
1
2
5
2
0
4
8
Source/Calculation: BH.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
1491
Only Participants with All the Data are Shown
6007
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Percentage of Disconnect Orders Worked Each Day
Percent of Disconnect Orders
100.00%
80.00%
60.00%
40.00%
20.00%
0.00%
2
1
0
1
1
9
4
8
6
4
2
9
3
1
3
8
2
7
4
9
4
7
4
1
7
3
7
1
8
2
4
Disconnect Orders - Worked on the day assigned
Worked w ithin 7 days
Worked on the next day
Not w orked
8
1
3
1
6
1
7
4
0
3
1
5
4
5
4
2
2
2
3
4
3
2
1
2
2
6
3
9
2
0
2
8
2
3
5
2
5
3
0
Other
Source/Calculation: BH.5.1
Year: 2004
Final Report
1492
Only Participants with All the Data are Shown, Calculation shown is for the first piece of the stacked bar only.
6026
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Percentage of Disconnect Orders Worked On the Day Assigned
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
80.71%
100.00% => 98.00%
98.00% => 90.00%
90.00% => 64.00%
64.00% => 51.41%
Percent of Disconnect Orders
100.00%
90.00%
1
0
0
.
0
0
%
1
0
0
.
0
0
%
1
0
0
.
0
0
%
1
0
0
.
0
0
%
9
9
.
9
0
%
9
9
.
0
0
%
9
9
.
0
0
%
9
8
.
0
0
%
9
6
.
0
0
%
9
6
.
0
0
%
9
5
.
0
0
%
9
1
.
0
0
%
9
0
.
0
0
%
8
0
.
0
0
%
80.00%
7
5
.
0
0
%
7
3
.
6
0
%
70.00%
6
5
.
0
0
%
6
4
.
0
0
%
1
8
2
4
6
0
.
0
0
%
60.00%
5
5
.
0
0
%
5
3
.
0
0
%
5
2
.
0
0
%
5
1
.
4
1
%
1
6
1
7
4
0
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
1
0
1
1
9
2
4
8
4
6
2
9
3
8
3
1
2
7
4
9
4
7
4
1
7
3
7
8
1
3
3
4
2
5
3
0
1
5
3
2
2
2
3
2
6
2
8
3
9
4
5
4
2
1
2
5
2
0
3
2
Source/Calculation: BH.5.1
Year: 2004
Final Report
1492.1
Only Participants with All the Data are Shown
1000646
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Basis For Sending Accounts to the Field for Collection
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 Field Collect:
Percent
33.3%
2. Outstanding Amount:
69.7%
3. Age Of Arrears:
66.7%
4. Risk Scoring (Behavioral
Scoring):
99. Other:
30.3%
15.2%
Source/Calculation: BH.6.1
Year: 2004
Final Report
1493
2894
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Basis For Sending Accounts to the Field for Collection (Cont.)
Q: How do you decide which accounts to send to the field for collection?
Broken Payment Agreement
Deposit Due - Rate
Insufficient checks/manpow er available
MANPOWER AVAILABILITY
Unauthorized usage
Source/Calculation: BH.6.99
Year: 2004
Final Report
1493.1
8194
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Percent of the People Who Meet the Criteria for Disconnection
that are Disconnected
Percent Of Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
27%
91% => 38%
38% => 20%
20% => 10%
10% => 4%
Percent of Customers
100%
9
1
%
90%
80%
70%
6
0
%
60%
5
7
%
5
5
%
5
0
%
50%
4
0
%
40%
3
9
%
3
7
%
3
4
%
3
3
%
3
1
%
30%
2
7
%
2
4
%
2
2
%
20%
1
8
%
1
8
%
1
6
%
1
5
%
1
5
%
1
5
%
1
1
%
1
0
%
1
0
%
10%
9
%
8
%
4
%
4
%
4
%
2
5
1
9
2
7
0%
1
3
8
4
4
1
3
8
1
4
9
3
1
4
0
4
5
2
1
0
3
0
3
2
2
2
2
4
1
8
7
6
4
8
2
3
4
7
1
7
3
7
1
6
2
8
2
0
5
1
2
4
2
3
9
2
9
3
4
2
6
3
1
5
Source/Calculation: BH.7.1
Final Report
1494
Year: 2004
1779
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Moratorium Regarding Disconnections
Calendar Days was the Moratorium in Effect
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
27%
91% => 38%
38% => 20%
20% => 10%
10% => 4%
Question:
1 2 3 4 5 6 7 8
1. Regulatory Imposed:
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
2 0
0
-
1
0
5
-
-
1 1
2
3 2
0
5 2
-
1
5
0
-
1
3
9 1
5
0
0 0
2
-
-
1
1
2 0 5
1
2
-
1 1
0 5
6 0
-
-
1
5
1
-
0 0 2
-
1
6
1
0
1
-
1 1
8 2 0
3 1
3 1
0 4
-
-
-
-
-
1
0
-
9
-
1
8
-
1
1
1
-
-
0
1
9
6
-
-
-
2
0 6
0
-
0 0
-
-
2. Self-Imposed:
-
-
-
3
0
-
-
-
Average
-
84
1
2
0
25
Source/Calculation: BH.8.1
Year: 2004
Final Report
1495
367
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Customer Disconnects – Residential
Residential Customer Disconnects as a Percent of Total Residential Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
5.1%
0.4% <= 2.2%
2.2% <= 4.5%
4.5% <= 6.2%
6.2% <= 20.6%
Percent of Customers
25.0%
2
0
.
6
%
20.0%
15.0%
9
.
5
%
10.0%
5.0%
0
.
4
%
1
.
6
%
1
.
7
%
4
5
2
5
2
.
0
%
2
.
3
%
2
.
4
%
2
3
1
6
3
.
1
%
4
.
5
%
4
.
6
%
4
.
6
%
1
8
1
0
3
1
5
.
7
%
6
.
7
%
6
.
9
%
2
4
4
0
0.0%
4
7
1
1
7
7
2
7
4
1
8
2
8
4
1
3
3
0
6
1
9
1
5
3
2
2
0
4
8
3
7
3
8
4
9
3
2
2
6
3
4
2
9
3
9
4
2
1
2
5
2
2
Utilities
Source/Calculation: BH.9.1/(A.3.1+A.4.1+A.6.1+A.7.1+A.8.1+A.9.1)
Year: 2004
Final Report
1496
Only Participants with All the Data are Shown
355
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Customer Disconnects – Commercial/Industrial
C/I Customer Disconnects as a Percent of Total C/I Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
2.9%
0.7% <= 1.3%
1.3% <= 2.9%
2.9% <= 3.7%
3.7% <= 9.4%
Percent of Customers
10.0%
9
.
4
%
9.0%
8.0%
7.0%
6.0%
5.0%
4.0%
3.0%
2.0%
1.0%
0
.
7
%
1
.
0
%
1
.
1
%
1
.
2
%
1
.
3
%
1
.
7
%
2
.
5
%
2
.
9
%
2
.
9
%
2
3
2
5
3
.
0
%
3
.
6
%
3
.
8
%
3
.
9
%
2
4
2
7
4
.
7
%
0.0%
4
7
4
5
3
1
1
0
1
1
6
1
7
4
0
1
8
4
1
7
4
9
1
3
3
0
6
1
9
1
5
3
2
2
2
4
8
4
3
8
2
8
3
2
2
6
3
4
2
9
3
9
4
2
1
2
5
3
7
2
0
8
Utilities
Source/Calculation: BH.9.2/(A.3.2+A.4.2+A.6.2+A.7.2+A.8.2+A.8.2+A.3.3+A.4.3+A.6.3+A.7.3+A.8.3+A.9.3+A.5.2+A.5.3)
Year: 2004
Final Report
1497
Only Participants with All the Data are Shown
356
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Residential Customers Disconnected Multiple Times Last Year
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.6%
0.0% <= 0.1%
0.1% <= 0.2%
0.2% <= 0.5%
0.5% <= 4.2%
Percent
4.5%
4.0%
3.5%
3.0%
2.5%
2.0%
1.5%
1.0%
0.5%
0.0%
4
5
1
0
3
8
4
9
1
3
2
7
3
2
2
4
1
6
2
3
4
1
7
4
>2/year
2
3
1
8
2
5
3
0
>3/year
6
4
0
1
9
>4/year
1
5
3
2
2
>6/year
3
1
8
2
8
7
2
6
2
9
3
9
4
2
4
7
1
2
1
4
1
5
3
7
2
0
4
8
>12/year
Source/Calculation: BH.10.1/(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
1498
Calculation shown is for the first piece of the stacked bar only.
100891
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Use of Mobile Data Technology To Manage Field Collections
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. None:
Percent
50.0%
2. Collections Order Issuance:
29.4%
3. Assignment:
44.1%
4. Dispatch:
47.1%
5. Order Completion:
44.1%
6. Order Closure/Posting:
35.3%
Source/Calculation: BH.11.1
Year: 2004
Final Report
1499
60270
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Method Used To Measure The Performance of Field Collection
Functions
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. Volume of accounts w orked:
Percent
76.7%
2. Number of service orders
completed:
3. Number of accounts collected
or disconnected:
4. Jobs per hour:
63.3%
66.7%
36.7%
5. Amount collected of amount
eligible:
6. Orders issued vs orders
completed:
99. Other:
40.0%
73.3%
13.3%
Source/Calculation: BH.12.1
Year: 2004
Final Report
1500
1000068
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Method Used To Measure The Performance of Field Collection
Functions
Q: How do you measure the perfomance of Field Collection functions?
% of collections to stops, total money collected
miles traveled
No systematic follow -up
Source/Calculation: BH.12.99
Year: 2004
Final Report
1500.1
60271
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Leave Notice At the Customer's Premise Prior to Disconnection
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 Required:
Percent
32.4%
2. Required by PUC:
50.0%
3. Required by Company Policy:
11.8%
99. Other:
20.6%
Source/Calculation: BH.13.1
Year: 2004
Final Report
1501
2881
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Leave Notice At the Customer's Premise Prior to Disconnection
(Cont.)
Q: Are you required to leave notice at the customer's premise prior to disconnection?
48hr notice applicable to seniors & medical issues
48hr Notice left for elderly & medical issues
8 days notice / letter
All disconnect notices are mailed
Notice may be mailed 5 business days prior to scheduled disconnect date, if not mailed notice must be delivered, phone call attempt is required
On shut-off of common areas, all other notices sent by mail.
Tennessee State law
Source/Calculation: BH.13.99
Year: 2004
Final Report
1501.1
8184
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Credit & Collections: Field Activities
Number of Notices per Customer Required to be Physically
Delivered To a Premise
Prior To Disconnection
Mean
1.16
Notices
3.00
3
.
0
0
2.50
2
.
0
0
2.00
1.50
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
7
4
1
8
1
3
2
5
4
0
2
3
1
1
7
2
8
3
8
4
9
3
4
1
6
2
9
4
5
1
0
1.00
0.50
0.00
2
7
8
3
9
3
0
6
1
5
3
2
2
4
8
2
4
2
3
2
6
2
0
4
2
4
7
1
2
1
4
1
5
3
7
3
2
Source/Calculation: BH.14.1
Final Report
1502
Year: 2004
60273
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Delinquent Notices Mailed or Delivered
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.0
0.0 <= 0.5
0.5 <= 0.9
0.9 <= 1.2
1.2 <= 2.9
Notices per Customer
3.0
2.5
2.0
1.5
1.0
0.5
0.0
1
9
4
1
3
4
4
5
1
7
4
8
2
3
4
9
2
3
7
2
5
8
Delinquent Notice
7
1
0
3
2
4
7
3
1
1
2
7
3 day shut off notice
2
2
3
8
1
6
3
0
6
4
24 hour shut off notice
4
0
1
3
2
4
3
1
5
1
8
2
8
2
0
5
1
2
4
2
3
9
2
9
2
6
Other
Source/Calculation: BH.15.1/(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
1503
Calculation shown is for the first piece of the stacked bar only.
60274
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Commercial/Industrial Customers Disconnected Multiple Times
Last Year
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.02%
0.00% <= 0.00%
0.00% <= 0.02%
0.02% <= 0.03%
0.03% <= 0.08%
Percent
0.08%
0.07%
0.06%
0.05%
0.04%
0.03%
0.02%
0.01%
0.00%
3
8
1
0
1
3
2
7
3
2
2
4
1
6
4
0
3
1
4
8
2
2
2
3
>2/year
1
7
1
9
7
>3/year
6
3
0
2
5
1
8
>4/year
2
3
4
1
5
>6/year
4
2
2
0
3
7
5
4
1
1
8
4
7
2
8
4
5
3
9
2
9
3
4
2
6
4
9
1
2
>12/year
Source/Calculation: BH.16.1/(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
1504
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
100896
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Minimum Amount Due Required to Send to Field for
Collection/Disconnect
0 (zero) equals no minimum
Question
1 2 3 4 5 6 7 8
1. Residential Customers:
2. Commercial Customers:
3. Industrial Customers:
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
2
6
0
0
0
-
5
0
-
2
1
5
7
5 5
0
0
0
5
0 0
0
0
-
1 1 2 1
0 0 0 5
0 0 0 0
-
1
1
5
3
0
0
0
5
0
0
-
1
3 1
1
7
7 5
5
5
0
0 5
0
5
7 0
0
0
0
0 0
0
-
1
0
0
-
-
1 1 1
4
0 5 0
5
0 4 0
101
1
6
0
0
0
-
5
0
-
2 1 1
5
5 5
0 1 0
0
0 0
0 5 0
-
1
2 5
0 0 0 0
0
0 0
-
1
1
5
5
0
0
0
0
0
0
-
3 1
1
7 7 7 5
5
5
0 5
0
5 5 7 0
0
0
0 0
0
-
1
0
0
-
-
1 1 5
4
0 5 0
5
0 4 0
119
1
6
0
0
0
-
5
0
-
2 1 1
5
0 1 0
0
0 5 0
-
1
0
0
-
1
1
5
5
0
0
0
0
0
0
-
7 7
5 5
-
1
0
0
-
-
-
1 5
4
5 0
5
4 0
110
-
5
0
-
2
0
0
-
-
5
0
-
1
5
5
0
0
-
-
Source/Calculation: BH.17.1
Year: 2004
Final Report
1505
1000075
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Minimum Age of Arrears (Days) Required To Send To Field for
Collection/Disconnect
0 (zero) equals no minimum
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. Residential Customers:
6 3
0 1
-
6
0
-
2 6 3 2 6 4
2 0 0 0 0 5
-
5 3 3 4
2 0 0 9
-
7 2 5 3
3 1 2 0
-
3 3 6 3 6 3 3 6 6
0 0 0 0 0 0 8 0 0
-
4 3
3 3
-
9 9 9 2
0 0 0 6
47
6 3
0 1
-
3
0
-
2 6 3 2 6 2
2 0 0 0 0 0
-
4 3 3 4
5 0 0 9
-
3 1 4 3
0 4 1 0
-
3 3 6 3 6 3 3 6 2
0 0 0 0 0 0 8 0 3
-
4 3
3 3
-
9 7 9 1
0 5 0 0
41
6 3
0 1
-
3
0
-
2 6 3 2 6 2
2 0 0 0 0 0
-
4
5
-
3
0
-
3 3
0 0
-
4 1
3 7
-
9
0
38
2. Commercial Customers:
3. Industrial Customers:
-
3
0
-
-
4 3
1 0
-
3
0
-
3 3
0 8
-
2
3
-
9 1
0 0
Source/Calculation: BH.18.1
Year: 2004
Final Report
1506
60272
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Average Cost for Each
Question
1 2 3 4 5 6 7 8
1. Average Cost per Disconnect
Notice:
2. Average Cost per
Disconnection (Shut Off for
Non-payment):
-
-
-
-
$
1
8. 0
0
-
-
-
$
0.
2
9
$
0.
0
0
-
$
5
0.
0
0
$
5
0. 6
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
-
-
-
$
0.
3
7
-
-
$
1
6. 6
3
$
2
6. 0
0
-
-
$
3
5. 0
0
$
0.
3
6
$
3.
5
0
$
0.
3
1
-
$
3
5. 0
0
$
3
9.
0
0
$
3
6.
0
0
$
2
0. 0
0
$
3
7.
9
0
-
-
-
-
-
$
0.
3
3
-
$
1
7. 6
7
-
$
1
1.
3
1
$
0.
6
1
-
$
$
3
0.
8. 2
8
8
2
$
0.
0
3
$
1
2.
0
0
$
2
5.
0
0
$
2
1.
0
0
$
9.
9
4
$
$
3
5.
8. 6
8
0
2
$
5
9. 5
4
Average:
-
-
$7.02
-
$
1
3.
1
0
$27.99
Source/Calculation: BH.19.1
Year: 2004
Final Report
1507
1000365
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Money Collected out in the Field from Customers Subject to
Service Disconnection
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:
48%
2. No:
52%
Source/Calculation: BH.20.1
Year: 2004
Final Report
1507.1
1000705
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Adverse Impact Experienced by Switching from Collecting in the
Field to only Disconnecting Service
e.g. Higher Volume of Re-connections
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:
33%
2. No:
67%
Source/Calculation: BH.21.1
Year: 2004
Final Report
1507.2
1000708
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Drivers for Switching from Collecting in the Field to Only
Disconnecting Service
Q: If you made a switch from collecting out in the field to only disconnecting service, what was (were) the driver (s) for this change?
employee safety - potential theft of funds
High arrears balances. Implemented an aggressing gas termination campaign and realized a reduction in arrears.
The driver w as to save money (reduce field collectors), shift w ork to Field Technicians w ho did not handle money; also to change customer behavior.
Source/Calculation: BH.22.1
Year: 2004
Final Report
1507.3
1000706
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Credit & Collections: Field Activities
Positive Results Experienced by Switch from collecting in the
Field to Only Disconnecting Service
Q: If you made a switch from collecting out in the field to only disconnecting service, what positive results did you experience by making this change?
Eliminated field collectors via attrition;changed customer behavior; not longer w aiting for he "bill collector" to show up.
employee safety / customers not w aiting to pay collector at door
See BH22.
Source/Calculation: BH.23.1
Year: 2004
Final Report
1507.4
1000707
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Focus Area: Collection Agencies
(###) Report Viewer Record Number
Pg. 1508.
Pg. 1508.1.
Pg. 1509.
Pg. 1510.
Pg. 1511.
Pg. 1512.
Section Contents
(233) Calculating Collection Agency Fees (234) Calculating Collection Agency Fees (235) Percent of final past due accounts sent to collection agencies - Percent Sent To Collections
(236) Performance Measures Used for Collection Agencies (237) Percent of final past due accounts are reported to Credit Bureaus (238) Calendar days from final bill date elapse before an account is sent to a collection agency -
XIV
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Collection Agencies
Calculating Collection Agency Fees
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 Use Collection Agency:
Total:
0%
2. Paid Per Account Collected:
25%
3. Paid Per Account Referred:
3%
4. Paid For Percent Of Revenue
Collected:
99. Other:
75%
9%
Source/Calculation: BI.2.1
Year: 2004
Final Report
1508
1000628
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Collection Agencies
Calculating Collection Agency Fees
Q: How are collection agency fees computed?
Commission Rate
Negotiated contract amount.
successful contact, the above for non Final and UA vendors
Source/Calculation: BI.2.99
Year: 2004
Final Report
1508.1
1000665
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Collection Agencies
Percent of final past due accounts sent to collection agencies
Percent Sent To Collections
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
54%
2% <= 18%
18% <= 50%
50% <= 95%
95% <= 100%
Question
100%
8
8
%
90%
9
5
%
9
5
%
9
5
%
9
9
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
3
7
1
2
5
4
0
2
3
1
2
2
1
3
8
0
%
80%
70%
5
9
%
60%
5
0
%
50%
40%
3
0
%
30%
20%
10%
6
5
%
1
2
%
2
%
3
%
1
9
2
2
5
%
1
5
%
1
8
%
3
5
%
3
8
%
4
0
%
2
0
%
7
%
0%
4
7
1
6
2
6
3
0
4
5
2
4
4
1
8
3
8
4
9
2
7
1
0
3
1
1
7
3
4
2
8
2
0
5
4
2
3
9
2
9
3
2
7
4
8
3
1
5
6
1
8
4
Total:
Source/Calculation: BI.3.1
Year: 2004
Final Report
1509
1000629
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Collection Agencies
Performance Measures Used for Collection Agencies
Q: What performance measures do you use for collection agencies?
% collected review ed annually.
% of assigned collected
% ratio of referred accounts to amount collected per reports submitted by agency.
% return on debt
% revenue collected
12 MOE Net Recoveries / 12 MOE Referrals
3rd month: 5.25 - 7%
Amount collected and time elapsed to collect
Amount referred to the collection agency and amount recovered by the agency
BASED ON COLLECTION RATIO
Comparative analysis of rate of recovery percentage.,
Compare to othe collection agencies.
Comparison of debt sent and recovered by current agencies
Dollars Collected, Liquidation Rates, Competition Betw een Agencies
gross recoveries and a tw o month rolling average
Monitor gross and net recovery rates
Net back batch tracking
Net Recoveries by Placement Month
Percent net recovery, service rep availability, service mentality and w ork standards
Rate of Return
recovery rate
Review Agency current % of recovery over previous years & compare performance betw een agencies.
See Note
Set goals for % recovered vs. amount placed, on site audits, volume of customer complaints
The agency w ith the highest collection % for the prior mth, w /in (12-24 mth) period, receive the higer % of assignments for the next mth. We conduct annual audits
of agencies that receive large dollar values.
We monitor gross and net recovery percentage
We use dollars collected vs time taken to collect. the quicker the dollars are collected, their commission percentage is higher.
Source/Calculation: BI.4.1
Year: 2004
Final Report
1510
1000637
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Collection Agencies
Percent of final past due accounts are reported to Credit Bureaus
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
25%
0% <= 0%
0% <= 0%
0% <= 36%
36% <= 100%
Question
100%
8
5
%
90%
80%
7
0
%
7
0
%
2
8
1
0
1
0
0
%
1
0
0
%
1
0
0
%
2
6
2
1
2
70%
60%
50%
3
6
%
40%
2
6
%
30%
1
5
%
20%
1
8
%
10%
0
%
0
%
0
%
0
%
0
%
0
%
0
%
0
%
0
%
0
%
0
%
0
%
0
%
0
%
0
%
3
8
2
3
1
8
1
3
6
2
7
4
0
1
9
3
1
8
4
9
3
2
4
7
4
1
3
7
0%
3
0
4
5
2
4
2
2
1
2
0
5
4
2
3
9
2
9
1
6
3
4
7
1
7
4
8
3
1
5
2
5
4
Total:
Source/Calculation: BI.5.1
Year: 2004
Final Report
1511
1000632
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Collection Agencies
Calendar days from final bill date elapse before an account is
sent to a collection agency
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
79
20 <= 45
45 <= 61
61 <= 91
91 <= 300
Calendar Days
300
3
0
0
250
1
8
0
200
1
4
5
150
100
50
2
0
2
8
3
0
3
0
1
7
1
3
8
3
5
3
5
2
8
2
3
4
4
4
5
4
5
4
5
3
4
3
1
1
0
1
6
0
6
0
6
0
6
0
6
0
6
1
6
3
2
2
7
1
9
7
3
7
7
0
7
6
9
0
9
0
9
0
9
0
9
1
9
2
2
5
1
6
4
5
2
2
3
0
4
0
1
0
0
1
1
0
1
2
0
0
1
8
2
2
6
4
1
1
2
4
9
3
8
4
7
2
4
5
4
2
3
9
2
9
4
8
3
1
5
4
2
0
Total:
Source/Calculation: BI.6.1
Final Report
1512
Year: 2004
1000638
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Revenue Protection
(###) Report Viewer Record Number
Pg. 1512.1.
Pg. 1512.2.
Pg. 1513.
Pg. 1514.
Pg. 1515.
Pg. 1516.
Pg. 1517.
Pg. 1518.
Pg. 1519.
Pg. 1520.
Pg. 1520.1.
Pg. 1520.2.
Pg. 1521.
Pg. 1522.
Pg. 1522.1.
Pg. 1523.
Pg. 1523.1.
Pg. 1523.1.
Pg. 1524.
Pg. 1524.1.
Pg. 1525.
Pg. 1526.
Pg. 1527.
Pg. 1528.
Pg. 1528.1.
Pg. 1529.
Pg. 1529.1.
Pg. 1530.
Pg. 1531.
Section Contents
(240) Credit & Collections and Revenue Protection Expense - Per Adjusted Customer
(241) Credit & Collections and Revenue Protection Expense - Per Customer
(242) Total Revenue Protection Expense - Per Adjusted Customer
(243) Total Revenue Protection Expense - Per Customer
(244) Total Revenue Protection Expense Allocated to Each Commodity - Per Adjusted Customer
(245) Total Revenue Protection Expense Allocated to Each Commodity - Per Customer
(246) Total Revenue Protection Expense - Per Adjusted Customers
(247) Total Revenue Protection Expense - Per Customer
(248) Total Revenue Protection Expense (Including Pensions & Benefits) - Per Adjusted Customers
(249) Total Revenue Protection Expense (Including Pensions & Benefits) - Per Customer
(250) Total Revenue Protection Expenditure (Including Pensions & Benefits) - Per Adjusted Customers
(251) Total Revenue Protection Expenditure (Including Pensions & Benefits) - Per Customers
(252) Revenue Protection Support Expense - Per Adjusted Customer
(253) Revenue Protection Support Expense - Per Customer
(254) Revenue Collected - As a Percent of Revenue Protection Expense
(255) Efforts Included in Revenue Protection Organization (256) Efforts Included in Revenue Protection Organization (257) Efforts Included in Revenue Protection Organization (258) Method Used to Account for Revenue (259) Method Used to Account for Revenue (Cont.) (260) Months Back You Can Bill for Found Revenue - "99" = Unlimited
(261) Additional Forward Billing Revenue Derived in the Next 12 Months Due to Discovery and Corrections - Per Adjusted Customer
(262) Energy Theft/Prevention Department Responsibilities - Percent of time Spend on Various Activities
(263) Energy Theft/Prevention Department Responsibilities (264) Energy Theft/Prevention Department Responsibilities (Cont.) - Percent of time Spend on Various Activities
(265) Revenue Protection Programs Used (266) Revenue Protection Programs Used (Cont.) (267) Billing Time Frame Limits for Theft and Non-Theft Cases (268) Outstanding Bill Duration on Books -
XV
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Credit & Collections and Revenue Protection Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$5
$1 <= $2
$2 <= $4
$4 <= $5
$5 <= $19
Expense per Adj. Customer
$20
$18
$16
$14
$12
$10
$8
$6
$4
$2
$0
4
5
3
9
4
3
2
6
3
5
1
5
2
8
3
8
2
2
3
4
8
2
9
1
2
7
4
9
1
2
7
3
0
4
0
2
2
2
5
1
9
1
3
2
4
1
8
3
1
1
6
1
0
8
1
7
3
7
4
7
4
1
2
6
3
4
2
0
4
2
Total:
Credit & Collections
Revenue Protection
Source/Calculation: SUM{B.38}/(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
1512.1
Calculation shown is for the first piece of the stacked bar only.
1000715
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Credit & Collections and Revenue Protection Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$5
$1 <= $3
$3 <= $4
$4 <= $7
$7 <= $22
Expense per Customer
$25
$20
$15
$10
$5
$0
4
5
3
9
4
3
2
6
2
8
2
2
3
4
8
3
2
9
5
1
5
1
2
7
4
9
1
2
3
0
4
0
3
8
2
5
1
3
2
4
1
8
1
9
7
2
2
1
6
1
7
4
7
8
1
0
3
1
3
7
4
1
3
4
2
6
2
0
4
2
Total:
Credit & Collections
Revenue Protection
Source/Calculation: SUM{B.38}/(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
1512.2
Calculation shown is for the first piece of the stacked bar only.
1000716
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Total Revenue Protection Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.56
$0.02 <= $0.32
$0.32 <= $0.40
$0.40 <= $0.66
$0.66 <= $2.81
Expense Per Adjusted Customer
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
4
9
3
8
2
5
2
6
1
0
3
1
7
3
4
1
6
4
6
1
9
1
2
4
4
0
2
3
2
2
2
7
3
0
1
7
1
3
4
7
8
Direct Labor Expense: Primary Staff
Telephone Service Charges
Facilities
Payroll Taxes
Postage
Vehicles
Contract Employee
Printing Expense
Technology
Materials
3rd Party Contractor
Other
2
8
3
7
4
1
2
0
5
1
2
4
2
4
5
3
9
2
9
3
2
4
8
2
3
1
5
1
8
Breakdow n Unavailable
Source/Calculation: (B.47.1+B.47.2)/(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
1513
Calculation shown is for the first piece of the stacked bar only.
1000408
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Total Revenue Protection Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.62
$0.02 <= $0.37
$0.37 <= $0.45
$0.45 <= $0.72
$0.72 <= $2.81
Expense Per Customer
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
4
9
2
5
3
8
2
6
3
4
1
0
4
6
1
6
1
2
4
4
0
2
3
3
1
2
7
7
1
9
3
0
1
7
2
2
1
3
4
7
2
8
Direct Labor Expense: Primary Staff
Telephone Service Charges
Facilities
Payroll Taxes
Postage
Vehicles
Contract Employee
Printing Expense
Technology
Materials
3rd Party Contractor
Other
8
3
7
4
1
2
0
5
1
2
4
2
4
5
3
9
2
9
3
2
4
8
2
3
1
5
1
8
Breakdow n Unavailable
Source/Calculation: (B.47.1+B.47.2)/(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
1514
Calculation shown is for the first piece of the stacked bar only.
1000605
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Total Revenue Protection Expense Allocated to Each Commodity
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.56
$0.02 <= $0.32
$0.32 <= $0.40
$0.40 <= $0.66
$0.66 <= $2.81
Cost per Adjusted Customer
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
4
9
3
8
2
5
2
6
1
0
3
1
7
3
4
1
6
4
6
1
9
1
Electric Percentage
2
4
4
0
2
3
2
2
2
7
Gas Percentage
3
0
1
7
1
3
4
7
8
2
8
3
7
Water Percentage
4
1
2
0
5
1
2
4
2
4
5
3
9
2
9
3
2
4
8
2
3
1
5
1
8
Other
Source/Calculation: B.48.1*SUM{B.47}/(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
1515
Calculation shown is for the first piece of the stacked bar only.
1000517
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Total Revenue Protection Expense Allocated to Each Commodity
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.62
$0.02 <= $0.37
$0.37 <= $0.45
$0.45 <= $0.72
$0.72 <= $2.81
Cost per Customer
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
4
9
2
5
3
8
2
6
3
4
1
0
4
6
1
6
1
2
4
4
0
2
3
Electric Percentage
3
1
2
7
7
1
9
3
0
Gas Percentage
1
7
2
2
1
3
4
7
2
8
8
Water Percentage
3
7
4
1
2
0
5
1
2
4
2
4
5
3
9
2
9
3
2
4
8
2
3
1
5
1
8
Other
Source/Calculation: B.48.1*SUM{B.47}/(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
1516
Calculation shown is for the first piece of the stacked bar only.
1000606
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Total Revenue Protection Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.56
$0.01 <= $0.31
$0.31 <= $0.40
$0.40 <= $0.72
$0.72 <= $2.40
Expense per Adj. Cust.
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
4
9
2
6
3
8
2
7
2
4
3
1
7
3
4
4
6
4
0
2
3
3
0
2
8
1
7
1
3
4
7
8
Energy Theft Prevention
3
7
4
1
2
9
2
5
1
9
1
5
3
2
2
2
4
8
1
8
1
6
2
0
3
9
4
5
4
2
1
2
1
5
1
0
3
2
Other Revenue Protection
Source/Calculation: SUM{B.44}/(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
1517
Calculation shown is for the first piece of the stacked bar only.
1000011
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Total Revenue Protection Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.62
$0.01 <= $0.32
$0.32 <= $0.45
$0.45 <= $0.72
$0.72 <= $2.40
Expense per Customer
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
4
9
2
6
3
8
2
7
2
4
3
4
4
6
4
0
2
3
3
1
3
0
7
2
8
1
7
1
3
4
7
8
Energy Theft Prevention
3
7
4
1
2
9
2
5
1
9
1
5
3
2
2
2
4
8
1
8
1
6
2
0
3
9
4
5
4
2
1
2
1
5
1
0
3
2
Other Revenue Protection
Source/Calculation: SUM{B.44}/(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
1518
Calculation shown is for the first piece of the stacked bar only.
1000014
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Revenue Protection
Total Revenue Protection Expense (Including Pensions &
Benefits)
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.76
$0.12 <= $0.46
$0.46 <= $0.53
$0.53 <= $0.87
$0.87 <= $2.62
Expense per Adj. Cust.
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
3
8
2
6
3
1
4
0
7
2
7
4
2
4
3
4
6
3
0
2
3
Energy Theft Prevention
2
8
4
7
1
3
1
7
8
3
7
4
1
Other Revenue Protection
2
0
5
1
1
2
4
2
4
5
3
9
2
9
3
2
4
8
3
1
5
1
8
Pensions & Benefits
Source/Calculation: SUM{B.44}/(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
1519
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000155
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Revenue Protection
Total Revenue Protection Expense (Including Pensions &
Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.84
$0.20 <= $0.48
$0.48 <= $0.56
$0.56 <= $0.87
$0.87 <= $2.62
Expense per Customer
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
3
8
2
6
4
0
2
7
3
1
4
2
4
3
4
6
3
0
2
3
7
Energy Theft Prevention
2
8
4
7
1
3
1
7
8
3
7
4
1
Other Revenue Protection
2
0
5
1
1
2
4
2
4
5
3
9
2
9
3
2
4
8
3
1
5
1
8
Pensions & Benefits
Source/Calculation: SUM{B.44}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Final Report
1520
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000156
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Revenue Protection
Total Revenue Protection Expenditure (Including Pensions &
Benefits)
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.78
$0.12 <= $0.46
$0.46 <= $0.53
$0.53 <= $0.98
$0.98 <= $2.62
Expense per Adj. Cust.
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
3
8
2
6
3
1
4
0
7
2
7
4
2
4
Energy Theft
3
4
6
3
0
2
3
2
8
1
3
Unauthorized Usage
1
7
4
7
8
3
7
Capital
4
1
2
0
5
1
1
2
4
2
4
5
3
9
2
9
4
8
3
1
5
Pensions & Benefits
Source/Calculation: SUM{B.44}/(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
1520.1
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000680
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Revenue Protection
Total Revenue Protection Expenditure (Including Pensions &
Benefits)
Per Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.85
$0.20 <= $0.48
$0.48 <= $0.56
$0.56 <= $0.98
$0.98 <= $2.62
Expense per Cust.
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
3
8
2
6
4
0
2
7
3
1
4
2
4
3
4
6
Energy Theft Prevention
3
0
2
3
7
2
8
1
3
Other Revenue Protection
1
7
4
7
8
Capital
3
7
4
1
2
0
5
1
1
2
4
2
4
5
3
9
2
9
4
8
3
1
5
Pensions & Benefits
Source/Calculation: SUM{B.44}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Final Report
1520.2
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000681
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Revenue Protection Support Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.17
$0.01 <= $0.07
$0.07 <= $0.13
$0.13 <= $0.24
$0.24 <= $0.41
Expense Per Adjusted Customer
$0.45
$0.40
$0.35
$0.30
$0.25
$0.20
$0.15
$0.10
$0.05
$0.00
4
9
3
0
2
6
2
4
2
5
2
7
2
8
1
6
4
1
7
4
2
3
1
8
1
3
6
4
0
1
9
1
5
3
2
2
2
4
8
3
1
1
7
2
0
3
8
3
2
3
4
2
9
3
9
4
5
4
2
4
7
Direct Labor Expense
Materials
Facilities
Other
Payroll Taxes
Telephone Service Charges
Vehicles
Breakdow n Unavailable
Contract Employee
3rd Party Contractor
Technology
1
2
1
5
1
0
3
7
8
Source/Calculation: (B.46.1+B.46.2)/(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
1521
Calculation shown is for the first piece of the stacked bar only.
1000406
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Revenue Protection Support Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.18
$0.01 <= $0.09
$0.09 <= $0.13
$0.13 <= $0.24
$0.24 <= $0.41
Expense Per Customer
$0.45
$0.40
$0.35
$0.30
$0.25
$0.20
$0.15
$0.10
$0.05
$0.00
4
9
3
0
2
4
2
6
2
5
2
7
2
8
1
6
4
1
7
4
2
3
1
8
1
3
6
4
0
1
9
1
5
3
2
2
2
4
8
3
1
1
7
2
0
3
8
3
2
3
4
2
9
3
9
4
5
4
2
4
7
Direct Labor Expense
Materials
Facilities
Other
Payroll Taxes
Telephone Service Charges
Vehicles
Breakdow n Unavailable
Contract Employee
3rd Party Contractor
Technology
1
2
1
5
1
0
3
7
8
Source/Calculation: (B.46.1+B.46.2)/(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
1522
Calculation shown is for the first piece of the stacked bar only.
1000603
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Revenue Collected
As a Percent of Revenue Protection Expense
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
214.85%
8.90% <= 77.70%
77.70% <= 199.78%
199.78% <= 349.64%
349.64% <= 535.03%
Percent of Expense
600.00%
500.00%
400.00%
300.00%
200.00%
100.00%
8
.
9
0
0
%
4
8
.
0
2
2
%
5
4
.
3
1
8
%
6
6
.
0
9
5
%
1
1
2
.
5
1
4
%
1
2
9
.
1
3
8
%
1
8
4
.
7
4
9
%
2
1
4
.
8
1
3
%
2
1
6
.
3
1
7
%
2
1
7
.
0
9
6
%
1
3
7
3
8
3
9
3
.
8
1
9
%
4
0
0
.
2
7
7
%
2
4
2
2
4
2
6
.
8
0
2
%
5
3
5
.
0
3
3
%
0.00%
2
8
4
7
1
3
4
4
9
2
5
3
0
6
4
2
6
2
3
1
8
2
7
4
0
1
9
1
5
3
2
4
8
8
3
1
3
2
2
0
1
6
2
9
3
9
4
5
4
2
1
2
4
1
5
1
0
3
7
1
7
Source/Calculation: (BK.3.4+BM.3.4)/SUM{B.47}
Year: 2004
Final Report
1522.1
Only Participants with All the Data are Shown
1000729
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Efforts Included in Revenue Protection 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. Energy diversion/theft:
Percent
93.1%
2. Unauthorized Usage:
86.2%
3. Fraud:
44.8%
99. Other:
31.0%
Source/Calculation: BJ.2.1
Year: 2004
Final Report
1523
1000467
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Efforts Included in Revenue Protection Organization
Q: Which of the following efforts are included in your revenue protection organization?
Claims
Collateral investigations
Damage, vandalism, stolen meters
Defective Meters
Insurance
Meter Irregularity
Tampering
Unbilled revenue
Source/Calculation: BJ.2.99
Year: 2004
Final Report
1523.1
1000663
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Efforts Included in Revenue Protection Organization
Q: Which of the following efforts are included in your revenue protection organization?
Claims
Collateral investigations
Damage, vandalism, stolen meters
Defective Meters
Insurance
Meter Irregularity
Tampering
Unbilled revenue
Source/Calculation: BJ.2.99
Year: 2004
Final Report
1523.1
1000664
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Method Used to Account for Revenue
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 Billed Revenue is Counted:
Percent
72.4%
2. Only Collected Revenue is
Counted:
3. All Found Revenue is Counted:
17.2%
10.3%
99. Other:
0.0%
Source/Calculation: BJ.3.1
Year: 2004
Final Report
1524
100901
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Method Used to Account for Revenue (Cont.)
Source/Calculation: BJ.3.99
Year: 2004
Final Report
1524.1
100904
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Months Back You Can Bill for Found Revenue
"99" = Unlimited
Question
1 2 3 4 5 6 7 8
1. Back Billing Timing Residential:
2. Back Billing Timing Commercial/Industrial:
-
-
-
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
-
6
-
2 1 4
4 2 8
-
-
3
6
-
9 9
9 9
-
-
-
3
1 9 7 2 1 3 2 6 1
2 9 2 4 2 6 4 1 2
-
8 1
3
4 2
-
6 3
0 6
-
2
1
3
3
4
2
6
0
43
-
1
2
-
2 7 4
4 2 8
-
-
3
6
-
9 9
9 9
-
-
-
3 2 9 7 2 1 3 7 6 1
6 4 9 2 4 2 6 2 1 2
-
8 3 3
4 6 6
-
6 3
0 6
-
2
1
3 3
4
2
6 6
0
54
Source/Calculation: BJ.4.1
Year: 2004
Final Report
1525
100919
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Additional Forward Billing Revenue Derived in the Next 12
Months Due to Discovery and Corrections
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.26
$0.05 <= $0.19
$0.19 <= $0.85
$0.85 <= $2.61
$2.61 <= $9.52
Per Adj. Customer
$10.00
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
4
9
2
3
4
3
8
4
7
6
2
8
4
1
7
3
0
7
1
3
2
2
3
1
8
1
3
2
5
2
7
4
0
1
9
1
5
3
2
2
4
8
3
1
2
4
2
0
2
6
1
6
2
9
3
9
Revenue from Energy Theft/Diversion
Revenue from other Revenue Protection Activities
Revenue from Unauthorized Usage
Total Breakdow n Unavailable
4
5
4
2
1
2
4
1
5
1
0
3
7
8
Source/Calculation: BJ.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)
Final Report
1526
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000565
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Energy Theft/Prevention Department Responsibilities
Percent of time Spend on Various Activities
Question
1 2 3 4 5 6 7 8
1. Investigation:
2. Backbilling:
3. Calculation, Administration:
4. Employee Training:
5. Equipment Connection:
6. Case Preparation:
7. Court Appearance:
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
5
8
6 5 4
1
- 5 - 0 2 0 0
%
%
%
% % %
4
1
0
0 5
9 - - - 5
%
% %
%
%
2 5
1 2 2
9
- 5 5 0 0 0 %
% %
% % %
4 5
5 0 % %
1
0
5
0 %
%
%
1
0
0
0 %
%
%
-
0
%
-
-
-
2
5
%
1
- 6
%
1
- 1
%
-
1
5
%
1
0
%
2
0
%
6 3 2 5
7 6 5 0
% % % %
1 2
6 5
0 0
% %
% %
1 2
6
5
6 0
%
%
% %
5 0
% %
-
-
3 1 0
% % %
-
0
2 2
%
% %
-
-
6
2 2 2 0
%
% % % %
0 0
% %
-
-
-
3 0
% %
-
0
0 1
%
% %
-
-
4
0 1
%
% %
2
1
5
2 6 5
0
%
%
% % %
%
-
0
%
1 1
5 5 % %
-
-
1
1 1
5 6
0
1
7 5
% %
%
%
% %
5 0
1
1 0 0
% %
%
% % %
-
0
1 1
%
% %
-
-
2 5 0 1
0
% % % %
%
1
5
%
2
3 5
4 5 3
0 - 0 0 - 0 0 5
%
% %
% % %
2
1 1
1 1
1
0 - 5 0 5 0
%
%
% %
% %
1
1
1
0
4 5
0 0 5
%
% %
%
%
%
1
3
1 5
4 3
0
%
% %
% %
%
2 1
0
5
- - 4 0 %
%
% %
2
1
3
0 1
5
- 0
0
%
% %
%
%
%
1
1
0 1
2 5
- 0
%
% %
% %
%
3
8
%
1
- 3
%
1
- 4
%
1
- 5
%
Average
-
3 2
0 0 % %
-
-
-
0 5
% %
-
-
-
2 5
% %
-
-
-
1
3
0 %
%
-
-
-
2 5
% %
-
-
-
0
%
4%
-
1
0
0
%
%
-
-
-
1
0
%
8%
-
0 0
% %
-
-
-
2
%
2%
-
38%
10%
12%
4%
Source/Calculation: BJ.6.1
Year: 2004
Final Report
1527
413
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Energy Theft/Prevention Department Responsibilities
Question
1 2 3 4 5 6 7 8
8. Sealing Program:
9. Fraud Investigation:
10. Marketer Slamming
Investigation/Prevention:
11. Promotion of Prepaid Meters:
12. Slow Meter Investigation:
13. Meters not on Reading Route:
14. Cut-in-Flat/Wired-in Direct:
99. Other:
0 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
4
0
0
%
%
%
1
4
0
0
%
%
%
1
0 2
0
0
4
0 % %
%
%
%
%
4
1
1
1 2
3
0
0
- 8 - 5 0 0 - 0
%
%
%
%
%
%
% %
1
0
0 0
0
0
0
- 0 %
% %
%
%
%
%
1 1 5
% % %
-
0
0 1
%
% %
-
0 0
0
2 0 5
% %
%
% % %
-
0
%
3
0
0
%
%
-
0 0
0
% %
%
-
0 0
% %
-
0
0 0
%
% %
-
-
1
0 0
%
% %
0 0
0
% %
%
-
0 0
% %
-
0
0 0
%
% %
-
-
-
-
1
0 0
0
1
3
2
% %
%
%
%
%
-
0
1 5
%
% %
-
-
2 5 0 2
3 1
% % % %
% %
0 0
0
% %
%
0 3
% %
-
0
1 0
%
% %
-
-
0 0
0
0 0 4
% %
%
% % %
-
0
0 5
%
% %
-
-
1
0 0
0
0 0
0 % %
%
% %
%
-
1
0
0
-
-
-
-
-
0
%
-
-
-
-
0
%
2%
-
-
-
0
%
9%
-
-
-
0
%
1%
0 0
0
0
0 5
% %
%
%
% %
-
-
-
0
%
0%
2
5
0
0
4 5
0
%
%
%
% %
%
-
-
-
3
%
3%
4 5 6 1
3 1
0 3
1
0
5 5
% % % %
% %
% %
%
%
% %
-
-
-
5
%
2%
5
%
-
-
-
0
%
2%
0
%
-
-
-
0
%
8%
-
-
4
3
%
%
Average
1 2
2 8
% %
0 0
0
% %
%
-
1
5
0 %
%
1
2
2
4
0 0
0 0
0 0
0
0
- 2
0
0
%
% %
% %
% %
%
%
%
%
%
7 5 6 2
0 1
0 3
2
% % % %
% %
% %
%
Source/Calculation: BJ.6.8
Year: 2004
Final Report
1528
1000217
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Energy Theft/Prevention Department Responsibilities (Cont.)
Percent of time Spend on Various Activities
Q: Please indicate the percent of time that your full-time revenue protection staff participate in the following activities.
Breakdow n Unavailable
Consumption on inactive/ Consumption on cut
Incoming phone contact
lost meters
Unauthorized usage report
Source/Calculation: BJ.6.99
Year: 2004
Final Report
1528.1
8115
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Revenue Protection Programs 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. None:
Percent
0.0%
2. Seal All Meters:
82.8%
3. Lock Meters:
89.7%
4. Periodic Meter Integrity Inspections:
58.6%
5. Historic Bill Comparisons:
75.9%
6. Computer/Other Analysis:
82.8%
7. Employee Incentive Programs For
Revenue Protection (Including
Contractors):
37.9%
8. Customer Incentive Programs For
Revenue Protection:
9. Public Aw areness:
0.0%
48.3%
10. Hotline:
41.4%
11. Participate in Associations (like
IURPA):
99. Other:
69.0%
17.2%
Source/Calculation: BJ.7.1
Year: 2004
Final Report
1529
409
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Revenue Protection Programs Used (Cont.)
Q: What types of revenue protection programs do you use?
Check meters, tap detectors, flux monitors
Employee aw arness
Lock Sw itchgear
Service line disconnections (pole and street cuts)
Tamper flag reports.
Source/Calculation: BJ.7.99
Year: 2004
Final Report
1529.1
8114
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Billing Time Frame Limits for Theft and Non-Theft Cases
Q: Are there limits on the billing time frame for theft and non-theft cases?
1 year residential and 6 years I&C.
36 months
48 if needed, but no through meter exchnages.
can go back as far as w e can prove.
For theft there are no time limits. For non-theft, 90 days.
For theft, as far back as proven
Full period
MO:Theft/unauthorized usage-60 months; non-theft residental:12 months; commercial 12 months; , Kansas-Theft/unauthorized usage 60 months; non-theft res. 12
months; Commercial: 36/60 months
No
NO
No limit on theft. Some limits on nontheft due to regulations.
No time limit
No timeframe for theft; non-theft: 3 mo. res; 3 years com
Non theft - 36 months and theft - date began, ,
None for theft, Rule 17 for non-theft
One year
Statute of Limitation
Statute of Limitations 6 years
theft - actual date of occurance or 6 years due to history retention. non - theft dependant on situation and company
Theft - entire period -- non-theft - 6 to 12 months
Theft 24 months, Non-Theft 24 months
Theft bills billed back to thefts start if have "as billed" info unless fixed usage. May be limited by the number of yrs on the retro billing adjust form. Our PUC w ill only
rule on most current 3 years. Non-theft is 3 mo's res and 36 mo's commercial.
Theft cases (versus company errors) there is no limin for back billing.
Theft is 5 yrs + current; non-theft is 1 yr + current
We go back 3 years
Yes, 2 year limit on theft.
Source/Calculation: BJ.8.1
Year: 2004
Final Report
1530
1000451
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Revenue Protection
Outstanding Bill Duration on Books
Q: How long can an outstanding bill sit on the books?
12 Months
150 calendar days
150 days
180 days
180 days
30 - w ritten off to collection agency
30-45 days
365 days post disconnection
7 years
810 days
90 days
98-105 days based on days w hen dunning is running
Commercial account w ill transfer in 19 days or shut off in 32 days. Residential accounts w ill transfer in 41 days or shut off in 70 days.
Follow Company policy
Forever
Full period
If payment arrangements, until paid. If no pay, then collection process timeline
Indefinate
Indefinitely
No limit if customer still on service
No limit.
No time limit.
Normally no more than 90 days
Per credit guideline
Per credit guidelines
Theft w e target no more than 3 months although exceptions are made; non-theft no more than 1 yr.
These bills are handled the same w ay as a regular account and therefore have the same timing as a regular account. 180 days.
Source/Calculation: BJ.9.1
Year: 2004
Final Report
1531
1000450
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Energy Diversion
(###) Report Viewer Record Number
Pg. 1533.
Pg. 1534.
Pg. 1535.
Pg. 1536.
Pg. 1537.
Pg. 1538.
Pg. 1539.
Pg. 1540.
Pg. 1541.
Pg. 1542.
Pg. 1543.
Pg. 1544.
Pg. 1545.
Pg. 1546.
Pg. 1547.
Pg. 1548.
Pg. 1549.
Pg. 1550.
Pg. 1551.
Pg. 1552.
Pg. 1553.
Pg. 1554.
Pg. 1555.
Pg. 1556.
Pg. 1557.
Pg. 1558.
Pg. 1559.
Pg. 1560.
Pg. 1561.
Pg. 1563.
Pg. 1563.1.
Pg. 1564.
Pg. 1565.
Pg. 1565.1.
Pg. 1566.
Pg. 1567.
Section Contents
(271) Energy Theft/Diversion Expense - Per Adjusted Customers
(272) Energy Theft/Diversion Expense - Per Customer
(273) Energy Theft/Diversion Expense - By Type
(274) Company Energy Theft/Diversion Staffing Level - FTEs per 100,000 Adjusted Customers
(275) Company Energy Theft/Diversion Staffing Level - FTEs per 100,000 Customers
(276) Security Inspections per 1,000 Adjusted Customers - Inspections Performed or Leads Followed Related to Energy Theft/Diversion Identification
(277) Security Inspections per 1,000 Customers - Inspections Performed or Leads Followed Related to Energy Theft/Diversion Identification
(278) Estimated Lost Revenue - As a Percent of Revenue
(279) Estimated Lost Revenue - Per Adjusted Customer
(280) Estimated Lost Revenue - Per Customer
(281) Identified Lost Revenue Billed - Percent of Revenue
(282) Identified Lost Revenue Billed - Per Adjusted Customer
(283) Identified Lost Revenue Billed - Per Customer
(284) Identified Lost Revenue (285) Identified Lost Revenue Billed and Unbilled - Percent of Revenue
(286) Identified Lost Revenue Billed and Unbilled - Per Adjusted Customer
(287) Identified Lost Revenue Billed and Unbilled - Per Customer
(288) Identified Lost Revenue Unbilled - Percent of Revenue
(289) Identified Lost Revenue Unbilled - Per Adjusted Customer
(290) Billed Lost Revenue Actually Collected - As A Percent of Revenue
(291) Billed Lost Revenue Actually Collected - Per Adjusted Customer
(292) Billed Lost Revenue Actually Collected - Per Customer
(293) Revenue Protection Revenue Collected - Per Revenue Prevention Expenses
(294) Billed Lost Revenue Actually Collected - As a Percent of Identified Lost Revenue Billed & Unbilled
(295) Billed Lost Revenue Amount Written Off - Per 100,000 Customers
(296) Sources of Theft Detection - Residential
(297) Sources of Energy Diversion/Theft Detection - Commercial/Industrial
(298) Press Charges for Energy Diversion/Theft (299) Tracking Methods Used for Revenue Protection Activities (300) Method Used To Calculate The Lost Revenue That Is Billed (301) Method Used To Calculate The Lost Revenue That Is Billed (Cont.) (302) Energy Diversion/Theft Cases Processed (303) Policy Toward Pursuit of Energy Theft Cases (304) Policy Toward Pursuit of Energy Theft Cases (Cont.) (305) Legal Context Allowing Energy Theft Bill (306) Facts Needed in Order to Bill for Energy Theft ©2005 PA Consulting Group, All Rights Reserved
XVI
2005 Customer Service Final Report - Credit to End
Energy Diversion
(###) Report Viewer Record Number
Pg. 1568.
Pg. 1569.
Pg. 1570.
Pg. 1571.
Pg. 1572.
(307)
(308)
(309)
(310)
(311)
Section Contents
Law or Regulation Authorizing Entry to Residence or Premise for Initial Investigation Contributing to Document Proof Circumstances Leading to Disconnection for Energy Theft/Diversion Average Cycle Time for Cases Energy Theft Cases Tracking Methods -
XVII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Energy Theft/Diversion Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.46
$0.01 <= $0.29
$0.29 <= $0.35
$0.35 <= $0.57
$0.57 <= $1.57
Expense per Adj. Cust.
$1.60
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
4
9
2
6
3
8
2
7
4
0
2
4
3
1
7
3
4
2
8
4
6
3
0
2
3
1
7
1
3
4
7
8
4
1
2
9
2
5
1
9
1
5
3
2
2
2
4
8
1
8
1
6
2
0
3
9
4
5
4
2
Labor Expense
Contract Labor
Vehicles
Other
Payroll Taxes
Telephone Service Charges
Technology
Breakdow n Unavailable
Materials
Facilities
3rd Party Contractor
1
2
1
5
1
0
3
7
3
2
Source/Calculation: (B.44.1+B.44.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)AN.12.3
Year: 2004
Final Report
1533
Calculation shown is for the first piece of the stacked bar only.
2183
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Energy Theft/Diversion Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.49
$0.01 <= $0.29
$0.29 <= $0.37
$0.37 <= $0.61
$0.61 <= $1.57
Expense per Customer
$1.60
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
4
9
2
6
3
8
2
7
4
0
2
4
3
4
2
8
4
6
3
0
2
3
3
1
7
1
7
1
3
4
7
8
4
1
2
9
2
5
1
9
1
5
3
2
2
2
4
8
1
8
1
6
2
0
3
9
4
5
4
2
Labor Expense
Contract Employee
Vehicles
Other
Payroll Taxes
Telephone Service Charges
Technology
Breakdow n Unavailable
Materials
Facilities
3rd Party Contractor
1
2
1
5
1
0
3
7
3
2
Source/Calculation: (B.44.1+B.44.2)/(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
1534
Calculation shown is for the first piece of the stacked bar only.
1831
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Energy Theft/Diversion Expense
By Type
Percent
100%
80%
60%
40%
20%
0%
6
2
3
8
4
2
7
4
9
3
0
3
1
3
4
7
1
3
3
8
1
7
2
4
2
8
4
0
4
7
4
1
2
6
3
7
2
9
4
8
2
5
2
2
2
1
0
3
3
9
1
6
1
2
1
2
0
1
9
Labor Expense
Contract Employee
Vehicles
Other
Payroll Taxes
Telephone Service Charges
Technology
Breakdow n Unavailable
Materials
Facilities
3rd Party Contractor
4
2
3
2
1
8
1
5
4
5
5
Source/Calculation: (B.44.1+B.44.2)/SUM{B.44}
Year: 2004
Final Report
1535
Calculation shown is for the first piece of the stacked bar only.
10064
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Company Energy Theft/Diversion Staffing Level
FTEs per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.84
0.04 <= 0.39
0.39 <= 0.53
0.53 <= 0.87
0.87 <= 6.19
FTEs per 100K Adj. Cust.
7.00
6
.
1
9
6.00
5.00
4.00
3.00
2.00
1.00
0
.
0
4
0
.
1
9
0
.
2
2
3
8
2
5
0
.
3
1
0
.
3
2
0
.
3
5
0
.
4
0
0
.
4
2
0
.
4
8
0
.
4
9
0
.
5
0
0
.
5
1
0
.
5
6
0
.
5
9
0
.
6
2
0
.
6
5
3
4
2
1
6
1
7
2
2
2
3
3
1
1
0
2
4
4
4
7
6
0
.
7
5
0
.
8
2
8
1
7
1
.
0
0
1
.
0
8
1
.
1
1
1
.
1
2
2
7
1
3
3
7
4
0
1
.
3
8
0.00
4
9
2
8
4
1
2
0
5
1
2
4
2
4
5
3
9
2
9
2
6
3
2
4
8
3
1
5
1
9
3
0
1
8
Source/Calculation: (SUM{G.8})/((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
1536
9157
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Company Energy Theft/Diversion Staffing Level
FTEs per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.90
0.04 <= 0.40
0.40 <= 0.65
0.65 <= 0.96
0.96 <= 6.19
FTEs per 100K Customers
7.00
6
.
1
9
6.00
5.00
4.00
3.00
2.00
1.00
0
.
0
4
0
.
2
2
0
.
3
0
0
.
3
1
0
.
3
2
0
.
3
9
0
.
4
0
3
8
3
4
2
1
6
1
0
.
4
9
0
.
5
6
0
.
5
9
0
.
6
2
0
.
6
5
2
3
2
4
4
4
7
6
0
.
6
6
0
.
6
7
7
1
0
0
.
7
5
0
.
7
5
0
.
8
2
3
1
2
2
1
7
0
.
9
5
1
.
0
0
8
2
7
1
.
0
8
1
.
1
2
1
3
4
0
1
.
3
8
1
.
4
2
2
8
3
7
0.00
4
9
2
5
4
1
2
0
5
1
2
4
2
4
5
3
9
2
9
2
6
3
2
4
8
3
1
5
1
9
3
0
1
8
Source/Calculation: (SUM{G.8})/((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
1537
1952
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Security Inspections per 1,000 Adjusted Customers
Inspections Performed or Leads Followed Related to Energy Theft/Diversion Identification
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
5.58
24.71 => 8.89
8.89 => 2.77
2.77 => 0.77
0.77 => 0.03
Inspections per 1,000 Adj. Cust.
25.00
2
4
.
7
1
20.00
1
3
.
4
5
15.00
1
2
.
1
8
1
0
.
8
3
1
0
.
5
4
10.00
8
.
9
4
8
.
8
8
8
.
4
8
8
.
3
0
7
.
7
7
5
.
7
9
3
.
1
6
5.00
2
.
3
7
2
.
2
6
2
4
2
6
1
.
7
0
1
.
1
0
1
.
0
0
0
.
8
5
2
5
1
1
6
0
.
5
1
0
.
4
1
0
.
3
1
0
.
3
0
0
.
0
6
0
.
0
3
7
1
7
4
7
3
8
4
9
2
0.00
4
1
2
7
2
8
4
0
1
3
3
0
3
7
3
1
6
8
2
3
3
4
4
1
0
5
1
2
4
2
4
5
3
9
2
9
3
2
4
8
2
2
3
1
5
1
9
1
8
2
0
Utilities
Source/Calculation: BK.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)/1000)
Year: 2004
Final Report
1538
411
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Security Inspections per 1,000 Customers
Inspections Performed or Leads Followed Related to Energy Theft/Diversion Identification
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
6.02
24.71 => 10.61
10.61 => 3.34
3.34 => 0.90
0.90 => 0.03
Inspections per 1,000 Cust.
25.00
2
4
.
7
1
20.00
1
3
.
4
5
15.00
1
2
.
7
6
1
2
.
1
8
1
1
.
3
2
1
0
.
8
3
1
0
.
5
4
10.00
9
.
8
7
8
.
9
4
8
.
3
0
5
.
7
9
5.00
3
.
5
2
3
.
1
6
2
.
3
7
1
.
7
0
1
.
1
0
1
.
0
0
0
.
9
4
0
.
8
0
0
.
4
9
0
.
4
1
0
.
3
1
0
.
0
6
0
.
0
3
2
5
1
1
6
7
3
8
1
7
4
7
4
9
2
0.00
4
1
2
7
3
1
2
8
3
7
4
0
1
3
8
3
0
6
2
3
2
6
3
4
2
4
4
2
0
1
0
5
1
2
4
2
4
5
3
9
2
9
3
2
4
8
2
2
3
1
5
1
9
1
8
Utilities
Source/Calculation: BK.2.1/((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
1539
50370
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Estimated Lost Revenue
As a Percent of Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.34%
0.00% <= 0.04%
0.04% <= 0.24%
0.24% <= 0.38%
0.38% <= 1.60%
Lost Revenue Percentage
1.60%
1
.
6
0
0
%
1.40%
1.20%
1.00%
0.80%
0.60%
0.40%
0.20%
0
.
0
0
4
%
0
.
0
3
1
%
0
.
0
3
4
%
0
.
0
4
5
%
2
6
2
4
3
8
0
.
1
4
2
%
0
.
2
3
6
%
0
.
2
8
6
%
0
.
3
8
1
%
0
.
3
8
7
%
3
4
2
0
.
5
9
4
%
0.00%
4
9
6
2
8
4
7
1
4
1
8
4
2
3
1
8
1
3
2
5
3
0
2
7
4
0
1
9
1
5
3
3
1
4
8
2
0
1
7
7
3
2
1
6
2
9
3
9
4
5
4
2
1
2
5
1
0
3
7
2
2
Source/Calculation: BK.3.1/(SUM{A.13}+SUM{A.14}+SUM{A.15})
Year: 2004
Final Report
1540
Only Participants with All the Data are Shown
1000209
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Estimated Lost Revenue
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.76
$0.03 <= $0.50
$0.50 <= $3.85
$3.85 <= $7.65
$7.65 <= $13.76
Lost Revenue Per Adj. Customer
$14.00
$
1
3
.
7
6
$12.00
$
9
.
2
0
$10.00
$8.00
$6.00
$
3
.
2
3
$4.00
$2.00
$
0
.
0
3
$
0
.
4
8
$
0
.
4
8
$
0
.
5
1
2
6
3
8
2
4
$
3
.
8
5
$
5
.
2
0
$
9
.
4
8
$
6
.
1
0
$0.00
4
9
6
2
8
4
7
2
3
4
1
4
1
8
4
2
3
1
8
1
3
2
5
3
0
2
7
4
0
1
9
1
5
3
3
1
4
8
2
0
1
7
7
3
2
1
6
2
9
3
9
4
5
4
2
1
2
5
1
0
3
7
2
2
Source/Calculation: BK.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)
Year: 2004
Final Report
1541
Only Participants with All the Data are Shown
1000220
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Estimated Lost Revenue
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.81
$0.03 <= $0.76
$0.76 <= $3.85
$3.85 <= $7.65
$7.65 <= $13.76
Lost Revenue per Customer
$14.00
$
1
3
.
7
6
$12.00
$
9
.
2
0
$10.00
$8.00
$6.00
$
3
.
2
3
$4.00
$2.00
$
0
.
0
3
$
0
.
5
1
$
0
.
7
4
$
0
.
7
8
2
6
3
8
$
3
.
8
5
$
5
.
2
0
$
9
.
4
8
$
6
.
1
0
$0.00
4
9
2
4
6
2
8
4
7
2
3
4
1
4
1
8
4
2
3
1
8
1
3
2
5
3
0
2
7
4
0
1
9
1
5
3
3
1
4
8
2
0
1
7
7
3
2
1
6
2
9
3
9
4
5
4
2
1
2
5
1
0
3
7
2
2
Source/Calculation: BK.3.1/(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
1542
Only Participants with All the Data are Shown
1000221
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Identified Lost Revenue Billed
Percent of Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.069%
0.536% => 0.078%
0.078% => 0.029%
0.029% => 0.013%
0.013% => 0.004%
Percent of Revenue
0.600%
0
.
5
3
7
%
0.500%
0.400%
0.300%
0
.
1
5
4
%
0.200%
0
.
1
2
5
%
0
.
1
2
2
%
0
.
1
1
7
%
0.100%
0
.
0
7
9
%
0
.
0
7
7
%
0
.
0
7
1
%
3
0
4
6
0
.
0
6
4
%
0
.
0
3
6
%
0
.
0
3
0
%
0
.
0
2
9
%
0
.
0
2
9
%
0
.
0
2
6
%
0
.
0
2
2
%
0
.
0
1
6
%
0
.
0
1
4
%
0
.
0
1
2
%
0
.
0
1
1
%
0
.
0
1
1
%
0
.
0
0
6
%
0
.
0
0
5
%
0
.
0
0
4
%
4
0
2
4
3
8
3
1
3
4
7
2
6
1
1
6
2
8
2
5
4
9
2
4
7
0.000%
3
7
1
7
8
1
3
2
3
2
2
3
9
2
7
1
9
1
5
3
4
8
1
8
2
9
2
0
4
5
4
2
1
2
4
1
5
1
0
3
2
Source/Calculation: BK.3.2/(SUM{A.13}+SUM{A.14}+SUM{A.15})
Year: 2004
Final Report
1543
Only Participants with All the Data are Shown
1000222
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Identified Lost Revenue Billed
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.20
$6.77 => $1.66
$1.66 => $0.45
$0.45 => $0.22
$0.22 => $0.04
Revenue per Adj. Cust.
$7.00
$
6
.
7
7
$6.00
$5.00
$
3
.
5
0
$4.00
$3.00
$
2
.
7
3
$
2
.
6
8
$
2
.
0
7
$2.00
$
1
.
7
1
$
1
.
6
2
$
1
.
5
6
$1.00
$
0
.
9
3
$
0
.
6
4
$
0
.
6
3
4
0
3
4
$
0
.
4
5
$
0
.
4
4
2
4
3
1
$
0
.
3
5
$
0
.
3
1
$
0
.
2
4
$
0
.
2
3
$
0
.
2
2
$
0
.
2
0
$
0
.
1
8
7
3
8
2
6
1
1
6
2
5
2
8
$
0
.
0
8
$
0
.
0
8
$
0
.
0
4
4
7
2
4
9
$0.00
3
7
1
7
1
3
8
4
2
3
6
3
0
2
2
3
9
2
7
1
9
1
5
3
4
8
1
8
2
9
2
0
4
5
4
2
1
2
4
1
5
1
0
3
2
Source/Calculation: BK.3.2/(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
1544
Only Participants with All the Data are Shown
9151
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Identified Lost Revenue Billed
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.37
$8.64 => $1.66
$1.66 => $0.63
$0.63 => $0.23
$0.23 => $0.04
Expense per Customer
$9.00
$8.00
$
8
.
6
4
$7.00
$6.00
$5.00
$
3
.
5
0
$4.00
$
3
.
4
0
$3.00
$
2
.
7
3
$
2
.
0
7
$2.00
$
1
.
7
1
$
1
.
6
2
$
1
.
5
6
$
1
.
4
5
$1.00
$
0
.
6
5
$
0
.
6
4
$
0
.
6
3
$
0
.
5
4
$
0
.
5
1
$
0
.
4
5
$
0
.
3
8
3
1
4
0
3
4
7
3
8
2
4
2
6
$
0
.
2
4
$
0
.
2
3
$
0
.
2
0
$
0
.
1
8
$
0
.
0
8
$
0
.
0
8
$
0
.
0
4
1
6
1
2
5
2
8
4
7
2
4
9
$0.00
3
7
1
7
8
1
3
4
2
3
6
3
0
2
2
3
9
2
7
1
9
1
5
3
4
8
1
8
2
9
2
0
4
5
4
2
1
2
4
1
5
1
0
3
2
Source/Calculation: BK.3.2/(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
1545
Only Participants with All the Data are Shown
1780
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Identified Lost Revenue
Percent
100.00%
80.00%
60.00%
40.00%
20.00%
0.00%
3
0
2
8
4
1
7
2
3
3
7
3
1
2
1
3
4
0
2
6
2
2
4
7
6
1
6
1
3
8
7
4
9
2
5
2
4
8
3
4
3
2
4
5
4
8
1
2
1
8
1
0
5
4
1
3
9
2
0
3
2
7
4
2
1
9
1
5
2
9
Utilities
Identified Lost Revenue Billed
Identified Lost Revenue Unbilled
Source/Calculation: BK.3.2/(BK.3.3+BK.3.2)
Year: 2004
Final Report
1546
Calculation shown is for the first piece of the stacked bar only.
400
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Identified Lost Revenue Billed and Unbilled
Percent of Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.086%
0.536% => 0.097%
0.097% => 0.034%
0.034% => 0.013%
0.013% => 0.004%
Percent of Revenue
0.600%
0
.
5
3
7
%
0.500%
0
.
3
8
1
%
0.400%
0.300%
0
.
1
5
5
%
0.200%
0
.
1
5
4
%
0
.
1
2
2
%
0
.
1
1
7
%
0.100%
0
.
0
7
9
%
0
.
0
7
7
%
0
.
0
7
1
%
3
0
4
6
0
.
0
6
4
%
0
.
0
3
6
%
0
.
0
3
4
%
0
.
0
3
2
%
0
.
0
2
9
%
0
.
0
2
4
%
4
0
2
4
3
8
3
1
7
0
.
0
1
6
%
0
.
0
1
5
%
0
.
0
1
2
%
0
.
0
1
2
%
0
.
0
1
1
%
0
.
0
0
6
%
0
.
0
0
5
%
0
.
0
0
4
%
2
6
1
2
5
1
6
2
8
4
9
2
4
7
0.000%
3
7
3
4
8
1
7
1
3
2
3
2
2
3
9
2
7
1
9
1
5
3
4
8
1
8
2
9
2
0
4
5
4
2
1
2
4
1
5
1
0
3
2
Source/Calculation: (BK.3.2+BK.3.3)/(SUM{A.13}+SUM{A.14}+SUM{A.15})
Year: 2004
Final Report
1547
Only Participants with All the Data are Shown
1000297
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Identified Lost Revenue Billed and Unbilled
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.61
$9.20 => $1.89
$1.89 => $0.51
$0.51 => $0.23
$0.23 => $0.05
Revenue per Adj. Cust.
$10.00
$9.00
$
9
.
2
0
$8.00
$
6
.
7
7
$7.00
$6.00
$5.00
$
3
.
5
0
$4.00
$
3
.
3
1
$3.00
$
2
.
7
3
$
2
.
0
7
$2.00
$
1
.
7
1
$
1
.
6
2
$
1
.
5
6
$1.00
$
0
.
9
3
$
0
.
6
4
$
0
.
5
1
$
0
.
4
4
$
0
.
3
8
$
0
.
3
4
$
0
.
2
4
$
0
.
2
4
$
0
.
2
2
$
0
.
2
2
$
0
.
1
8
$
0
.
0
8
$
0
.
0
8
$
0
.
0
5
2
4
3
1
7
3
8
2
6
1
2
5
1
6
2
8
4
7
2
4
9
$0.00
3
4
3
7
1
7
8
1
3
4
2
3
6
3
0
2
2
4
0
3
9
2
7
1
9
1
5
3
4
8
1
8
2
9
2
0
4
5
4
2
1
2
4
1
5
1
0
3
2
Source/Calculation: (BK.3.2+BK.3.3)/(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
1548
Only Participants with All the Data are Shown
1000218
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Identified Lost Revenue Billed and Unbilled
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.79
$9.20 => $1.89
$1.89 => $0.64
$0.64 => $0.24
$0.24 => $0.05
Expense per Customer
$10.00
$9.00
$
9
.
2
0
$
8
.
6
4
$8.00
$7.00
$6.00
$
4
.
2
1
$5.00
$4.00
$
3
.
5
0
$3.00
$
2
.
7
3
$
2
.
0
7
$2.00
$
1
.
7
1
$
1
.
6
2
$
1
.
5
6
$
1
.
4
5
$1.00
$
0
.
6
5
$
0
.
6
4
$
0
.
5
9
$
0
.
5
5
$
0
.
5
1
3
1
4
0
7
3
8
2
4
$
0
.
3
8
$
0
.
2
4
$
0
.
2
4
$
0
.
2
2
$
0
.
1
8
$
0
.
0
8
$
0
.
0
8
$
0
.
0
5
1
6
1
2
5
2
8
4
7
2
4
9
$0.00
3
4
3
7
8
1
7
1
3
4
2
3
6
3
0
2
2
2
6
3
9
2
7
1
9
1
5
3
4
8
1
8
2
9
2
0
4
5
4
2
1
2
4
1
5
1
0
3
2
Source/Calculation: (BK.3.2+BK.3.3)/(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
1549
Only Participants with All the Data are Shown
1000219
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Identified Lost Revenue Unbilled
Percent of Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.043%
0.354% => 0.004%
0.004% => 0.002%
0.002% => 0.000%
0.000% => 0.000%
Percent of Revenue
0.400%
0.350%
0
.
3
5
4
7
%
0.300%
0.250%
0.200%
0.150%
0.100%
0
.
0
2
9
7
%
0.050%
0
.
0
0
4
3
%
0
.
0
0
2
3
%
0
.
0
0
2
1
%
0
.
0
0
1
4
%
0
.
0
0
0
7
%
0
.
0
0
0
6
%
0
.
0
0
0
0
%
2
4
3
8
7
2
5
1
4
9
2
8
0.000%
3
4
8
1
7
4
2
3
1
8
1
3
3
0
6
2
7
4
0
1
9
1
5
3
2
3
1
4
8
2
0
3
2
2
6
1
6
2
9
3
9
4
5
4
2
4
7
1
2
4
1
5
1
0
3
7
2
2
Source/Calculation: BK.3.3/(SUM{A.13}+SUM{A.14}+SUM{A.15})
Year: 2004
Final Report
1550
Only Participants with All the Data are Shown
1000223
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Identified Lost Revenue Unbilled
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.04
$8.57 => $0.06
$0.06 => $0.02
$0.02 => $0.01
$0.01 => $0.00
Unbilled per Adj. Customer
$9.00
$8.00
$
8
.
5
7
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$
0
.
6
4
$1.00
$
0
.
0
6
$
0
.
0
3
$
0
.
0
2
$
0
.
0
2
$
0
.
0
1
$
0
.
0
0
$
0
.
0
0
2
4
7
3
8
2
5
1
4
9
2
8
$0.00
3
4
8
4
2
6
1
6
2
9
3
9
4
5
4
2
4
7
1
2
4
1
5
1
0
3
7
3
2
3
1
1
7
2
3
1
8
1
3
3
0
6
2
7
4
0
1
9
1
5
3
2
2
2
4
8
2
0
Source/Calculation: BK.3.3/(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
1551
Only Participants with All the Data are Shown
1000296
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Billed Lost Revenue Actually Collected
As A Percent of Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.03%
0.07% => 0.05%
0.05% => 0.02%
0.02% => 0.01%
0.01% => 0.00%
Percent of Revenue
0.08%
0.07%
0
.
0
7
4
%
0
.
0
7
4
%
0
.
0
4
9
%
0.06%
0.05%
0
.
0
4
8
%
0
.
0
4
8
%
0.04%
0
.
0
2
6
%
0.03%
0
.
0
2
1
%
0.02%
0
.
0
1
4
%
0
.
0
1
3
%
0
.
0
1
1
%
0.01%
0
.
0
0
9
%
0
.
0
0
6
%
0
.
0
0
6
%
3
4
2
8
0
.
0
0
2
%
0.00%
4
1
3
2
2
3
0
6
2
4
4
7
1
7
3
8
2
5
4
9
2
6
2
3
1
8
2
7
4
0
1
9
1
5
3
2
4
8
8
3
1
3
2
2
0
1
6
2
9
3
9
4
5
4
2
1
2
4
1
5
1
0
3
7
1
7
Source/Calculation: BK.3.4/(SUM{A.13}+SUM{A.14}+SUM{A.15})
Year: 2004
Final Report
1552
6522
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Billed Lost Revenue Actually Collected
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.58
$2.00 => $0.90
$0.90 => $0.30
$0.30 => $0.16
$0.16 => $0.01
Revenue Collected per Adj. Customer
$2.00
$1.80
$
2
.
0
0
$
1
.
6
6
$1.60
$1.40
$
1
.
1
0
$1.20
$1.00
$
0
.
9
6
$
0
.
7
2
$0.80
$
0
.
3
9
$0.60
$0.40
$
0
.
3
7
$
0
.
2
2
$
0
.
2
0
1
7
$0.20
$
0
.
1
7
$
0
.
1
5
2
5
3
4
$
0
.
1
2
$
0
.
0
9
$
0
.
0
1
$0.00
4
1
3
6
3
0
2
2
2
4
4
7
3
8
2
8
4
9
2
6
2
3
1
8
2
7
4
0
1
9
1
5
3
2
4
8
8
3
1
3
2
2
0
1
6
2
9
3
9
4
5
4
2
1
2
4
1
5
1
0
3
7
1
7
Source/Calculation: BK.3.4/(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
1553
1000224
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Billed Lost Revenue Actually Collected
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.63
$2.00 => $1.06
$1.06 => $0.35
$0.35 => $0.17
$0.17 => $0.01
Revenue Collected per Customer
$2.00
$1.80
$
2
.
0
0
$
1
.
6
6
$1.60
$1.40
$
1
.
1
3
$1.20
$
1
.
1
0
$1.00
$
0
.
9
6
$0.80
$
0
.
3
9
$0.60
$0.40
$
0
.
3
7
$
0
.
3
2
$
0
.
2
2
$
0
.
1
9
1
3
8
$0.20
$
0
.
1
7
$
0
.
1
5
2
5
3
4
$
0
.
0
9
$
0
.
0
1
$0.00
4
1
3
2
2
6
3
0
2
4
4
7
7
2
8
4
9
2
6
2
3
1
8
2
7
4
0
1
9
1
5
3
2
4
8
8
3
1
3
2
2
0
1
6
2
9
3
9
4
5
4
2
1
2
4
1
5
1
0
3
7
1
7
Source/Calculation: BK.3.4/(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
1554
9204
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Revenue Protection Revenue Collected
Per Revenue Prevention Expenses
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.59
$5.35 => $2.09
$2.09 => $1.09
$1.09 => $0.55
$0.55 => $0.17
Collected per Expense
$6.00
$
5
.
3
5
$5.00
$4.00
$
2
.
9
4
$3.00
$
2
.
1
5
$
2
.
0
3
$2.00
$
1
.
2
5
$
1
.
0
9
$1.00
$
0
.
9
8
$
0
.
6
3
$
0
.
4
8
$
0
.
4
7
4
7
3
4
$
0
.
1
7
$0.00
4
6
1
3
3
0
2
4
3
8
4
9
7
2
8
3
2
2
3
1
8
2
5
2
7
4
0
1
9
1
5
3
2
2
2
4
8
3
1
1
7
2
0
2
6
1
6
2
9
3
9
4
5
4
2
1
2
1
4
1
5
1
0
3
7
8
Source/Calculation: BK.3.4/(SUM{B.44}+SUM{B.45})
Year: 2004
Final Report
1555
Calculation shown is for the first piece of the stacked bar only.
1000250
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Energy Diversion
Billed Lost Revenue Actually Collected
As a Percent of Identified Lost Revenue Billed & Unbilled
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
59.68%
96.43% => 75.97%
75.97% => 61.14%
61.14% => 50.00%
50.00% => 1.67%
Percent
100.00%
90.00%
9
6
.
4
%
9
0
.
5
%
80.00%
7
7
.
7
%
7
6
.
0
%
7
5
.
9
%
70.00%
6
7
.
8
%
6
1
.
1
%
6
0
.
8
%
60.00%
5
3
.
5
%
5
0
.
0
%
50.00%
3
5
.
6
%
40.00%
30.00%
2
8
.
9
%
20.00%
1
.
7
%
10.00%
0.00%
4
1
2
2
2
5
2
4
6
3
0
1
3
7
2
8
3
8
4
9
3
4
2
6
2
3
1
8
2
7
4
0
1
9
1
5
3
2
4
8
8
3
1
3
2
2
0
1
6
2
9
3
9
4
5
4
2
1
2
4
1
5
1
0
3
7
1
7
Utilities
Source/Calculation: BK.3.4/(BK.3.3+BK.3.2)
Year: 2004
Final Report
1556
Only Participants with All the Data are Shown
50294
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Billed Lost Revenue Amount Written Off
Per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$36,867
$219 <= $1,359
$1,359 <= $4,941
$4,941 <= $28,388
$28,388 <= $193,417
Per 100,000 Customers
$200,000
$
1
9
3
,
4
1
7
$180,000
$160,000
$140,000
$120,000
$100,000
$
4
7
,
5
4
6
$80,000
$60,000
$40,000
$20,000
$
2
1
9
$
9
9
6
$
1
,
7
2
3
4
9
3
0
3
8
$
4
,
9
4
1
$
9
,
2
2
9
$0
2
4
2
8
3
4
4
7
2
7
3
1
2
2
2
3
1
5
8
4
0
1
7
6
2
5
1
3
1
8
2
3
4
1
9
4
5
3
7
1
0
5
4
1
1
4
8
4
2
2
0
3
9
2
9
1
6
2
6
3
2
7
1
2
Source/Calculation: BK.3.5/((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
1557
7341
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Sources of Theft Detection
Residential
Percent of Cases
100%
80%
60%
40%
20%
0%
2
2
7
7
2
8
1
6
4
3
1
1
7
1
3
0
2
2
3
4
1
3
4
1
2
6
4
0
6
4
7
2
3
4
9
8
3
8
3
7
2
9
1
9
1
2
2
5
4
8
3
9
5
4
2
3
1
0
4
5
1
5
3
2
2
4
2
0
1
8
Utilities
Employee Identification
Historic Bill Comparisons
Telephone Hot Lines
Other
In-Service Meter Testing Programs
Computer Analysis
Periodic Meter Integrity Inspections
Total-Breakdow n Unavailable
Source/Calculation: BK.4.6/SUM{BK.4}
Year: 2004
Final Report
1558
Calculation shown is for the first piece of the stacked bar only.
408
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Sources of Energy Diversion/Theft Detection
Commercial/Industrial
Percent
100%
80%
60%
40%
20%
0%
4
2
1
7
3
1
1
1
6
2
2
7
4
0
2
8
4
7
8
6
3
0
3
4
4
9
2
6
3
8
3
7
1
0
2
5
4
8
3
9
5
1
2
4
5
2
9
4
1
3
4
2
1
5
2
7
1
9
3
2
2
0
2
4
Employee Identification
Historic Bill Comparisons
Telephone Hot Lines
Other
In-Service Meter Testing Programs
Computer Analysis
Periodic Meter Integrity Inspections
Total-Breakdow n Unavailable
2
3
1
8
1
3
Source/Calculation: BK.5.6/SUM{BK.5}
Year: 2004
Final Report
1559
Calculation shown is for the first piece of the stacked bar only.
3013
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Press Charges for Energy Diversion/Theft
Q: Do you press charges for Energy Diversion/ Theft?
FirstEnergy presses charges selectively. Ohio and New Jersey do not press charges. PA files charges on a regular basis.
Generally no because the annual number is very low .
In extreme cases w e w ould.
No
No
No
Not at this time.,
We only press charges if w e have a customer w ho w ill not w ork w ith us, w ho w ill not pay his/her rebilling....or if it's a multiple offender.
We w ill press criminal & civil charges depending on the value & facts of the case.
w hen appropriate
When assisting Law enforcement or any other governmental agency, charges are alw ays filed. When other cases meet a certain criteria (repeat offender, sever
damage to company equipment, employee and public safety), charges are then filed.
When assisting Law enforcement or any other governmental agency, charges are alw ays filed. When other cases meet a certain criteria (repeat offender, sever
damage to company equipment, employee and public safety), charges are then filed.
Yes
YES
Yes
Yes,
Yes, w hen the DA w ill support prosecution
Source/Calculation: BK.6.1
Year: 2004
Final Report
1560
1989
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Tracking Methods Used for Revenue Protection Activities
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 Method Used:
Percent
7.4%
2. Cases Assigned To Back
Office Personnel For Tracking:
3. CIS System Analysis:
22.2%
63.0%
4. In-house Energy Protection
System:
5. Lotus Notes/Access Database
or Other Database:
6. Manual Tracking:
29.6%
51.9%
44.4%
7. Security Management System:
7.4%
99. Other:
25.9%
Source/Calculation: BK.7.1
Year: 2004
Final Report
1561
9059
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Method Used To Calculate The Lost Revenue That Is Billed
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. Estimated KWH usage x
Average Rate:
2. Estimated KWH usage x
Average Rate + Penalty Fee:
3. Set Fee (by customer class):
Percent
44.4%
63.0%
11.1%
4. Negotiated Fee w ith Customer:
22.2%
99. Other:
33.3%
Source/Calculation: BK.9.1
Year: 2004
Final Report
1563
60288
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Method Used To Calculate The Lost Revenue That Is Billed
(Cont.)
Q: How do you calculate the Lost Revenue that is Billed?
Actual Kw h loss multiplied by the actual rate in effect.
Actual meter readings
Actual usage x Actual rate.
Corrected and/or historical data
EST. Kw h usage x tariff rate, plus tampering fees
Estimated usage x appropriate rate
Historical and/or corrected usage
Metered Use X Average Rate & Investigtion Costs
Revenue loss plus investigative costs. Also pole top check meters.
Source/Calculation: BK.9.99
Year: 2004
Final Report
1563.1
50048
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Energy Diversion
Energy Diversion/Theft Cases Processed
Percent
120%
100%
80%
60%
40%
20%
0%
-20%
6
4
9
2
4
3
4
3
8
3
0
2
8
2
2
4
7
7
1
6
1
3
1
Found, Billed & Collected
8
4
2
3
3
7
2
7
4
0
4
1
4
2
1
2
Found & Billed (Not Collected)
4
8
1
7
3
9
2
9
4
5
3
2
2
5
2
0
1
8
1
3
2
3
1
0
5
1
9
1
5
Found (Not Billed)
Source/Calculation: BK.10.4/BK.10.1
Year: 2004
Final Report
1564
Calculation shown is for the first piece of the stacked bar only.
1000205
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Policy Toward Pursuit of Energy Theft Cases
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. Pursue all cases of suspected
theft:
2. Pursue cases w ith high
probability of collections:
3. Pursue cases w ith high
probability of conviction:
99. Other:
Percent
96.3%
22.2%
18.5%
0.0%
Source/Calculation: BK.11.1
Year: 2004
Final Report
1565
100902
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Policy Toward Pursuit of Energy Theft Cases (Cont.)
Source/Calculation: BK.11.99
Year: 2004
Final Report
1565.1
100905
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Legal Context Allowing Energy Theft 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. Regulatory Framew ork:
Percent
92.3%
2. Civil Law :
65.4%
3. Federal Law :
26.9%
99. Other:
38.5%
Source/Calculation: BK.12.1
Year: 2004
Final Report
1566
1000381
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Facts Needed in Order to Bill for Energy Theft
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. Method Used:
Percent
68.0%
2. Person Responsible:
84.0%
3. Duration of Fraud:
84.0%
4. Quantity:
68.0%
5. Meter Readings, Usage:
80.0%
6. Meter Test:
60.0%
99. Other:
16.0%
Source/Calculation: BK.13.1
Year: 2004
Final Report
1567
1000382
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Law or Regulation Authorizing Entry to Residence or Premise for
Initial Investigation
Q: What law or regulation authorizes you to enter a residence or premise for initial investigation?
BPU/PUC Tariff
California Public Utility Commission (CPUC) Rule 25
COMAR safety regulations (Code of Maryland Regulations - Safety)
CPUC Rule #16
Florida Admin Code / w e must have access to our meter
General Terms & Conditions for Furnishing Electric Service in MD/DC. Specifically, meter access.
Illinois Administrative Code 280 & 410
Light and Pow er Ordinance
MPSC rules allow utilities access to their equipment
Municipal Bylaw . Eskom Supply Agreements.
Nebraska State Statutes
New Jersey Administrative Code:7.4.
none
probable cause and customer's permission. In rare instances, a subpoena may be obtained
PUC regulations - chapter 56
regulatory framew ork + Federal law
Regulatory framew ork, probable cause, search w arrants.,
Right to access company equipment during emergency, or normal business hours
Search Warrant
Section 25.1 of our Rate & Rules as set w ith the Indiana Utility Regulatory commission. States that the Company shall have the right to discontinue service w ith
notice and remove any of it's property from the premises w ithout legal process.
State law and administrative code
Terms & conditions for service filed w ith regulators, state criminal law .
The meter is the property of the company and w e must have access to our meter and the company w iring.
Utility Commission and Public Service Commission
Source/Calculation: BK.14.1
Year: 2004
Final Report
1568
1000383
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Contributing to Document Proof
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. Inspector:
Percent
42.3%
2. Investigator:
100.0%
99. Other:
46.2%
Source/Calculation: BK.15.1
Year: 2004
Final Report
1569
1000384
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Circumstances Leading to Disconnection for Energy
Theft/Diversion
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. Confirmed Theft:
Percent
80.8%
2. Failure or Refusal to Amount
Billed:
3. Follow ing a Positive Decision
in a Judicial Proceeding:
4. Public Safety Risk:
57.7%
46.2%
96.2%
5. Never:
0.0%
6. Tampering w ith or Damaging
Facilities:
99. Other:
80.8%
0.0%
Source/Calculation: BK.16.1
Year: 2004
Final Report
1570
1000385
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Average Cycle Time for Cases
Question
1. Working Days from
Identification to Action Started:
2. Working Days from
Identification to Investigation:
3. Working Days from
Identification to Billing:
4. Working Days from
Identification to Prosecution:
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
0
-
1
-
-
-
-
3
0
-
5
-
-
1
-
7
3
0
-
1
-
-
-
1 5
-
-
1
-
-
7
-
1
-
3
-
-
7
-
-
-
1
0
-
2
-
-
-
-
6
0
-
3
0
-
7
1
5
-
1
6
8
0
0
-
3
-
-
-
2 2
-
-
1
-
-
29
-
5
-
5
-
-
1
3
-
-
-
1
2
-
1 3
7 0
-
-
-
-
-
1
5
-
-
2
-
1
3
8
0
0
-
5
-
-
-
3 5
-
-
5
-
-
23
-
3
0
-
5
-
-
-
-
-
-
-
-
7
-
-
-
-
-
9
0
-
-
3
0
-
-
-
1
4
-
-
-
3 3
0 0
-
-
5
-
-
27
-
-
Average:
Source/Calculation: BK.17.1
Year: 2004
Final Report
1571
1000386
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Energy Diversion
Energy Theft Cases Tracking Methods
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. Cost per Tag:
Percent
8.0%
2. Number of Miles Traveled :
12.0%
3. Billings:
96.0%
4. Collections:
56.0%
99. Other:
16.0%
Source/Calculation: BK.18.1
Year: 2004
Final Report
1572
1000454
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Focus Area: Fraud
(###) Report Viewer Record Number
Pg. 1573.
Pg. 1574.
Pg. 1575.
Pg. 1575.1.
Pg. 1576.
Pg. 1577.
Pg. 1579.
Pg. 1580.
Pg. 1581.
Section Contents
(313) Investigations Performed or Leads Followed Relating to Fraud Last Year - Per 1,000 Adjusted Customer
(314) Estimated Revenue Lost Last Year Due to Fraud and Ultimate Recovery - Per Adjusted Customer
(315) Actions to Identify Fraud (316) Actions to Identify Fraud (317) Legal Context Allowing Fraudulent Customer Bill (318) Facts Needed to Bill a Fraudulent Customer (319) Fraud Cases Last Year - Percent of Cases
(320) Write-Offs Attributed to Fraud (321) Additional Forward Billing Revenue Derived in the Next 12 Months Due to Discovery and Corrections - Per Adjusted Customer
XVIII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Fraud
Investigations Performed or Leads Followed Relating to Fraud
Last Year
Per 1,000 Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3.88
0.04 <= 0.37
0.37 <= 1.61
1.61 <= 3.06
3.06 <= 24.71
Investigations per 1,000 Adj. Customer
25.00
2
4
.
7
20.00
15.00
1
0
.
8
10.00
5
.
8
5.00
0
.
0
0
.
1
0
.
1
0
.
3
2
6
2
5
3
4
4
7
0
.
5
1
.
4
1
.
4
4
0
2
4
1
.
8
1
.
8
3
0
2
8
2
.
2
3
.
4
0.00
1
6
3
7
4
9
2
3
3
1
4
1
7
1
8
1
3
6
2
7
1
9
1
5
3
2
2
2
4
8
4
1
7
2
0
3
8
3
2
2
9
3
9
4
5
4
2
1
2
1
5
1
0
8
Source/Calculation: BL.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)/1000)
Final Report
1573
Year: 2004
1000557
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Fraud
Estimated Revenue Lost Last Year Due to Fraud and Ultimate
Recovery
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.78
$0.03 <= $0.36
$0.36 <= $0.73
$0.73 <= $1.46
$1.46 <= $7.42
Per Adj. Customer
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
2
5
2
6
3
4
4
0
2
4
6
3
0
1
6
3
7
2
8
3
1
4
7
3
8
2
3
1
8
1
3
2
7
1
9
1
5
3
2
2
2
4
8
Estimated Lost Revenue
Identified Lost Revenue Unbilled
Identified Lost Revenue Billed
Billed Lost Revenue Actually Collected
8
4
7
2
0
4
9
3
2
2
9
3
9
4
5
4
2
1
2
1
4
1
5
1
0
1
7
Billed Lost Revenue Written Off (Uncollectable)
Source/Calculation: (BL.3.1-BL.3.2-BL.3.3)/(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
1574
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
1000559
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Fraud
Actions to Identify Fraud
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. Analysis of Past Accounts:
Percent
61.9%
2. Premise Written-off Multiple
Times:
3. Credit Checks :
28.6%
66.7%
4. Positive ID Programs:
61.9%
99. Other:
33.3%
Source/Calculation: BL.4.1
Year: 2004
Final Report
1575
100903
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Fraud
Actions to Identify Fraud
Q: An important part of Revenue Protection is to protect against fraudulent usage, do you have any actions to identify fraud?
Accurant Database
Employee questioning customer at time of application for service
Housing Authorities
Return Check Database
Review s done by credit department
Review s done by credit department
Strict turn-on compliance rules w hich include site risk flags
Source/Calculation: BL.4.99
Year: 2004
Final Report
1575.1
100906
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Fraud
Legal Context Allowing Fraudulent Customer 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. Regulatory Framew ork:
Percent
95.2%
2. Civil Law :
33.3%
3. Federal Law :
19.0%
99. Other:
9.5%
Source/Calculation: BL.5.1
Year: 2004
Final Report
1576
1000379
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Fraud
Facts Needed to Bill a Fraudulent Customer
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. Method Used:
Percent
47.4%
2. Person Responsible:
94.7%
3. Duration of Fraud:
78.9%
4. Quantity:
47.4%
99. Other:
21.1%
Source/Calculation: BL.6.1
Year: 2004
Final Report
1577
1000380
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Fraud
Fraud Cases Last Year
Percent of Cases
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
70%
11% <= 42%
42% <= 66%
66% <= 100%
100% <= 127%
Percent of Cases
140%
120%
100%
80%
60%
40%
20%
0%
4
7
4
0
3
7
2
4
1
6
3
4
2
6
3
8
1
9
7
4
5
1
5
3
9
Cases Opened (not billed)
3
2
9
4
2
2
2
4
8
3
2
8
4
9
1
7
3
1
Opened & Billed (Not Collected)
2
3
0
2
7
1
0
5
2
5
1
8
2
3
2
0
1
3
1
6
4
2
8
1
2
4
1
Collected
Source/Calculation: (BL.8.2-BL.8.3)/BL.8.1
Year: 2004
Final Report
1579
Calculation shown is for the first piece of the stacked bar only.
1000562
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Fraud
Write-Offs Attributed to Fraud
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
21%
5% <= 8%
8% <= 17%
17% <= 30%
30% <= 46%
Percent
50%
4
6
%
45%
40%
35%
30%
2
5
%
25%
20%
15%
9
%
10%
5
%
5%
0%
4
1
3
0
2
8
4
7
2
7
8
4
8
2
2
2
3
1
5
3
1
4
0
3
8
6
2
5
1
3
1
8
2
3
4
1
9
2
9
3
7
1
0
5
1
1
2
4
2
1
7
3
9
7
1
6
3
4
2
6
3
2
4
9
2
4
2
0
4
5
Source/Calculation: BL.9.1
Year: 2004
Final Report
1580
1000564
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Fraud
Additional Forward Billing Revenue Derived in the Next 12
Months Due to Discovery and Corrections
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.51
$0.01 <= $0.06
$0.06 <= $0.27
$0.27 <= $0.71
$0.71 <= $1.47
Per Adjusted Customer
$1.60
$
1
.
4
7
$1.40
$1.20
$1.00
$0.80
$
0
.
4
6
$0.60
$0.40
$0.20
$
0
.
0
1
$
0
.
0
8
$0.00
3
4
4
7
2
8
3
7
6
4
8
2
2
2
3
1
5
1
9
3
1
2
7
7
3
0
2
5
1
3
1
8
2
3
4
4
0
2
9
1
0
5
4
1
1
1
2
4
2
8
3
9
1
7
1
6
2
6
3
2
4
9
2
4
3
8
2
0
4
5
Source/Calculation: BL.10.1/(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
1581
Year: 2004
1000568
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Unauthorized Usage
(###) Report Viewer Record Number
Pg. 1582.
Pg. 1583.
Pg. 1584.
Pg. 1585.
Pg. 1586.
Pg. 1587.
Pg. 1588.
Pg. 1589.
Pg. 1590.
Pg. 1591.
Pg. 1594.
Pg. 1595.
Pg. 1596.
(323)
(324)
(325)
(326)
(327)
(328)
(329)
(330)
(331)
(332)
(333)
(334)
(335)
Section Contents
Unauthorized Usage Expense - Per Adjusted Customers
Unauthorized Usage Expense - Per Customer
Eliminating Unauthorized Usage Program Content Unauthorized Usage Activity - As a Percent of Estimated Lost Revenue
Cases of Unbilled Revenue from Unauthorized Usage - Per Total Cases Identified
Allowed Limits on Time Frame from Date of Discovery to Billing Use of Automated Tag to Investigate Cases Unauthorized Usage Cases Tracking Methods Inspections Performed or Leads Followed Relating to Unauthorized Usage Last Year - Per 1,000 Adjusted Customer
Human-Error Meter Malfunctioning Cases Investigated Last Year - Per 100,000 Adjusted Customer
Residential Customer Self-Restoration After Shut Off for Non-Payment Legal Context for Unauthorized Usage Billing Circumstances Leading to Disconnection for Unauthorized Usage -
XIX
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Unauthorized Usage Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.44
$0.07 <= $0.11
$0.11 <= $0.17
$0.17 <= $0.67
$0.67 <= $1.28
Expense per Adj. Cust.
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
3
0
2
7
4
0
2
8
4
1
3
7
1
9
1
7
8
4
8
2
2
2
3
1
1
5
2
4
6
2
5
1
3
1
8
2
3
4
3
2
9
1
0
5
1
1
2
4
7
4
2
7
3
9
3
8
1
6
Labor Expense
Contract Labor
Vehicles
Other
Payroll Taxes
Telephone Service Charges
Technology
Breakdow n Unavailable
Materials
Facilities
3rd Party Contractor
3
4
2
6
3
2
4
9
2
0
4
5
Source/Calculation: (B.45.1+B.45.2)/(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
1582
Calculation shown is for the first piece of the stacked bar only.
1000012
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Unauthorized Usage Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.50
$0.07 <= $0.11
$0.11 <= $0.17
$0.17 <= $0.67
$0.67 <= $1.63
Expense per Customer
$1.80
$1.60
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
3
0
2
7
4
0
2
8
4
1
3
7
1
9
1
7
8
4
8
2
2
2
3
1
1
5
2
4
6
2
5
1
3
1
8
2
3
4
3
2
9
1
0
5
1
1
2
4
7
4
2
7
3
9
3
8
1
6
Labor Expense
Contract Labor
Vehicles
Other
Payroll Taxes
Telephone Service Charges
Technology
Breakdow n Unavailable
Materials
Facilities
3rd Party Contractor
3
4
2
6
3
2
4
9
2
0
4
5
Source/Calculation: (B.45.1+B.45.2)/(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
1583
Calculation shown is for the first piece of the stacked bar only.
1000013
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Eliminating Unauthorized Usage Program Content
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. Found Meters :
Percent
84.0%
2. Found Usage:
84.0%
3. Sw itched Meters:
76.0%
4. Bad Multipliers:
68.0%
5. Bad Meter Sets:
60.0%
99. Other:
8.0%
Source/Calculation: BM.2.1
Year: 2004
Final Report
1584
1000387
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Unauthorized Usage Activity
As a Percent of Estimated Lost Revenue
Percent
120.0%
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
3
4
4
9
3
8
1
4
8
4
5
1
7
4
1
7
3
1
Unbilled
1
2
5
3
2
2
6
4
7
1
6
2
9
Billed (Not Collected)
3
9
4
2
2
4
2
7
4
2
3
2
8
Billed & Collected
1
8
1
3
2
5
2
0
3
0
8
6
2
2
3
7
4
0
1
9
1
5
1
0
3
2
Written Off (Uncollectable)
Source/Calculation: (BM.3.3-BM.3.5)/BM.3.1
Year: 2004
Final Report
1585
Calculation shown is for the first piece of the stacked bar only.
1000204
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Cases of Unbilled Revenue from Unauthorized Usage
Per Total Cases Identified
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
66.7%
2.0% <= 26.7%
26.7% <= 99.8%
99.8% <= 100.0%
100.0% <= 100.0%
Percent of Total Cases Idenfified
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
3
4
4
0
3
8
2
3
2
4
7
4
9
1
3
4
2
8
3
1
2
6
1
6
Unauthorized Usage Cases Opened/Files Created
2
9
3
9
4
5
4
2
4
7
1
2
1
4
1
5
1
0
Total Unauthorized Usage Cases Billed
3
2
2
0
1
7
1
8
2
5
3
0
6
2
7
1
9
1
5
3
2
2
2
4
8
8
3
7
Total Unauthorized Usage Cases Collected
Source/Calculation: (BM.4.2-BM.4.3)/BM.4.1
Year: 2004
Final Report
1586
Calculation shown is for the first piece of the stacked bar only.
1000378
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Allowed Limits on Time Frame from Date of Discovery to Billing
Q: What limits are companies allowed on time frame from date of discovery to when it's billed?
12 months for residential company error, 36 months for commercial company error, the period of confirmed theft / tamper is not limited, , ,
3 years
30-45 days
36 months
4 years back billed
6 to 12 months
90 days for unauthorized usage
All service supplied by a public utility must be billed w ithin 2 years of such service
duplicate question (BJ.8)
No limit
No time limit
None
None
Per Rule 17, 3 years from date of discovery
PUC and BPU Regs
Residential 1 year, Commercial 2 years
Statute of limitation after discovery: Kansas - 3 years; Missouri - 5 years.
Thirteen months
Varies from jurisdiction to jurisdiction.
w ithin 15 to 30 day w indow
Source/Calculation: BM.5.1
Year: 2004
Final Report
1587
1000449
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Use of Automated Tag to Investigate Cases
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
31.8%
2. No:
68.2%
Source/Calculation: BM.6.1
Year: 2004
Final Report
1588
1000452
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Unauthorized Usage Cases Tracking Methods
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. Cost per Tag:
Percent
0.0%
2. Number of Miles Traveled :
0.0%
3. Billings:
81.0%
4. Collections:
52.4%
99. Other:
14.3%
Source/Calculation: BM.7.1
Year: 2004
Final Report
1589
1000453
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Inspections Performed or Leads Followed Relating to
Unauthorized Usage Last Year
Per 1,000 Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
7
0 <= 1
1 <= 3
3 <= 8
8 <= 27
Inspections per 1,000 Adj. Customer
30
2
4
.
4
25
2
7
.
4
20
15
10
4
.
5
5
0
.
1
0
.
3
0
.
3
0
.
6
4
3
8
1
7
7
1
.
2
5
.
8
7
.
7
7
.
8
1
3
8
1
.
8
0
3
4
4
8
3
0
2
3
2
7
4
0
2
9
1
8
2
5
6
1
9
1
5
3
2
2
2
2
4
4
9
3
2
3
1
1
6
2
8
3
9
4
5
4
2
4
7
1
2
1
4
1
5
1
0
3
7
2
0
2
6
Source/Calculation: BM.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)/1000)
Final Report
1590
Year: 2004
1000556
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Human-Error Meter Malfunctioning Cases Investigated Last Year
Per 100,000 Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
17
2 <= 5
5 <= 5
5 <= 12
12 <= 61
Per 100,000 Adj. Customer
70
6
1
.
1
60
50
40
30
20
1
2
.
3
10
2
.
4
4
.
5
4
.
8
6
1
0
1
6
3
4
4
0
2
7
3
1
8
4
8
2
2
2
3
7
1
9
3
8
3
0
2
5
1
3
1
8
2
3
4
1
5
4
5
2
0
3
7
1
0
5
4
1
1
2
1
7
4
2
2
8
3
9
2
9
2
6
3
2
4
9
2
4
4
7
Source/Calculation: BM.9.1/((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
1591
1000566
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Residential Customer Self-Restoration After Shut Off for
Non-Payment
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
19%
2% <= 9%
9% <= 10%
10% <= 18%
18% <= 80%
Percent
80%
8
0
%
70%
60%
50%
3
9
%
40%
2
5
%
30%
20%
10%
2
%
5
%
8
%
1
0
%
1
0
%
1
0
%
1
3
4
0
3
0
1
1
%
1
5
%
1
5
%
4
9
3
8
0%
6
4
1
2
3
2
6
8
2
7
3
4
1
6
4
1
8
2
5
1
9
1
5
3
2
2
2
4
8
1
7
7
3
1
3
2
2
8
2
9
3
9
4
5
4
2
4
7
1
2
1
5
1
0
3
7
2
0
2
4
Source/Calculation: BM.12.1
Final Report
1594
Year: 2004
1000570
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Legal Context for Unauthorized Usage 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. Regulatory Framew ork:
Percent
95.8%
2. Civil Law :
33.3%
3. Federal Law :
8.3%
99. Other:
12.5%
Source/Calculation: BM.13.1
Year: 2004
Final Report
1595
1000571
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Unauthorized Usage
Circumstances Leading to Disconnection for Unauthorized
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. Confirmed Theft:
Percent
80.0%
2. Failure or Refusal to Amount
Billed:
3. Follow ing a Positive Decision
in a Judicial Proceeding:
4. Public Safety Risk:
60.0%
36.0%
92.0%
5. Never:
0.0%
6. Tampering w ith or Damaging
Facilities:
99. Other:
84.0%
8.0%
Source/Calculation: BM.14.1
Year: 2004
Final Report
1596
1000572
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Focus Area: Usage on Inactive Account
(###) Report Viewer Record Number
Pg. 1597.
Pg. 1598.
Pg. 1599.
Pg. 1600.
Pg. 1601.
Pg. 1601.1.
Section Contents
(337) Usage on Inactive Accounts Activites - Percent of Cases Found
(338) Quantity of "Usage on Inactive Account" Investigations Performed - Per 1,000 Adjusted Customer
(339) Investigating Usage on Inactive Accounts (340) Response to Finding Usage on Inactive Account (341) Billed Revenue Percent of Estimated Lost Revenue (342) Collected Revenue Percent of Billed Lost Revenue -
XX
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Focus Area: Usage on Inactive Account
Usage on Inactive Accounts Activites
Percent of Cases Found
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
61%
11% <= 34%
34% <= 61%
61% <= 100%
100% <= 100%
Percent of Cases
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
4
3
4
1
3
2
6
4
0
7
3
7
2
8
1
6
4
7
1
9
2
4
1
5
Opened, Billed & Collected
4
5
3
3
9
2
2
2
4
2
4
8
8
3
2
Opened & Billed (Not collected)
1
7
4
9
3
8
2
9
3
0
1
8
1
2
2
5
2
0
5
1
0
4
1
2
3
6
1
2
7
Opened/Files Created (Not Billed)
Source/Calculation: (BN.2.4)/BN.2.1
Year: 2004
Final Report
1597
Calculation shown is for the first piece of the stacked bar only.
1000563
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Usage on Inactive Account
Quantity of "Usage on Inactive Account" Investigations
Performed
Per 1,000 Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
7.9
0.0 <= 0.1
0.1 <= 1.8
1.8 <= 15.2
15.2 <= 24.4
Investigations per 1,000 Adjusted Customer
25.0
2
1
.
8
20.0
1
7
.
6
2
4
.
4
1
8
.
2
1
5
.
2
15.0
1
1
.
8
1
2
.
6
10.0
7
.
2
5.0
0
.
0
0
.
0
0
.
0
0
.
0
0
.
1
0
.
1
2
5
3
8
2
4
4
1
6
1
1
.
2
1
.
6
1
.
8
3
1
4
8
0.0
3
4
1
3
2
8
3
0
1
9
2
6
7
4
0
2
7
2
9
1
8
6
1
5
3
2
2
2
8
1
7
2
3
3
2
2
0
3
9
4
5
4
2
4
7
1
2
4
1
5
1
0
3
7
4
9
Source/Calculation: BN.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)/1000)
Final Report
1598
Year: 2004
1000432
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Usage on Inactive Account
Investigating Usage on Inactive Accounts
Q: Who does usage on inactive account investigations?
"4" FTE's
Account Services Unit initiate investigations calling customer and w ing skip tracing tools.
Based on read from field usage is calculated by Credit w ho processes w ho/w hen usage service orders
Bill Collectors, Meter Readers
CIS system generates w ork queue for w hen consumption is recorded on an inactive account w hich is review ed by combination of billing clerks and support clerks
Clerical does initial review , then refers to field reps.
Contractor
Electricity Delivery Field Service and Revenue Protection
Energy Protection Investigators
Field & Meter Services, Revenue Protection Back Offcie review .
Field and Meter Services, Revenue Protection Back Office Review
Field Collectors
Field Investigators,
Field personnel & Meter Revenue investigators
Field Services
Field Services
Meter Department
meter dept or collectors
Outsource Service Provider
Revenue Protection Anlayst and Accounts Processing.
Revenue Protection Agent
Revenue Protection Investigators
Revenue Protection Support Staff/Investigator
Revenue Recovery Team
SERVICE DEPT
Theft Investigators and Field Operations Representatives
Source/Calculation: BN.4.1
Year: 2004
Final Report
1599
1000433
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Usage on Inactive Account
Response to Finding Usage on Inactive Account
Q: What do you do when you find usage on inactive account?
Attempt contact w ith customer/landlord, verify responsibility
Attempt to obtain responsible party or disconnect service
Billed usage & fees to person responsible
CIS creates a bill for consumption under the name of "occupant" . If no customer signs up w ithin 15 days - sent to field for Shut off.
Contact parties to assume responsibility.
Cut off, remove meter
Disconnect
Disconnect the service, secure the meter enclosure, bill the responsible party, flag the account and site for Energy Protection activity.
Estimate usage and calculate bill.
Identify and contact property ow ner to determine responsible party for past usage, either ow ner or name of tenant. Determine w ho is responsible party for future
consumption or disconnect services.
Meter Reader reports useage and an internal order is generated
Reboot, Remove and/or Lock Dow n
REMOVE METER FROM FIELD
Repair hazard and calculate lost revenue
Send correspondence to customer to contact office w ithin five days or service w ill be disconnected.
Send Dear Electric Customer Letter, requesting them to apply for service (allow 10 days). Once letter is ignored, assign account to UKU Rep for investigation (allo
10 to 15 days). If UKU rep is unable to obtain application, meter is disconnected.
Send letter w ith 14 day trigger, if no response - lock off at meter
Service Order called Who/When is sent for a field read
Set-up account and send bill out to customer or issue off order
Shut-off
Sign up successor or disconnect
Signup successors or dis-connects
verify accountable party and bill
Verify w hether or not there is consumption
We have a business report that show s energy usage on terminated meters. Revenue protection investigates
Source/Calculation: BN.5.1
Year: 2004
Final Report
1600
1000431
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Usage on Inactive Account
Billed Revenue Percent of Estimated Lost Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
40.0%
15.7% <= 20.0%
20.0% <= 20.0%
20.0% <= 44.2%
44.2% <= 100.0%
Percent of Estimate
100.0%
1
0
0
.
0
%
90.0%
80.0%
70.0%
60.0%
4
4
.
2
%
50.0%
40.0%
30.0%
20.0%
1
5
.
7
%
2
0
.
0
%
2
0
.
0
%
3
4
2
6
10.0%
0.0%
3
0
1
7
2
7
3
1
4
8
2
2
2
3
1
5
1
7
4
0
3
8
6
2
5
1
3
1
8
2
3
4
1
9
4
5
2
0
3
7
1
0
5
4
1
1
2
8
4
2
2
8
3
9
2
9
1
6
3
2
4
9
2
4
4
7
Source/Calculation: BN.6.2/BN.6.1
Year: 2004
Final Report
1601
1000558
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Usage on Inactive Account
Collected Revenue Percent of Billed Lost Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
41.1%
5.5% <= 7.5%
7.5% <= 19.6%
19.6% <= 75.0%
75.0% <= 97.8%
Percent of Estimate
100.0%
9
7
.
8
%
90.0%
7
5
.
0
%
80.0%
70.0%
60.0%
50.0%
40.0%
1
9
.
6
%
30.0%
20.0%
10.0%
5
.
5
%
7
.
5
%
0.0%
7
3
4
2
5
2
6
3
0
4
0
3
1
8
4
8
2
2
2
3
3
8
1
9
2
4
2
7
6
1
3
1
8
2
3
4
1
5
4
2
2
0
3
7
1
0
5
4
1
1
1
7
4
7
2
8
4
5
3
9
2
9
1
6
3
2
4
9
1
2
Source/Calculation: BN.6.4/BN.6.2
Year: 2004
Final Report
1601.1
1000648
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Credit to End
Benchmarking Uses
(###) Report Viewer Record Number
Pg. 1602.
Pg. 1603.
Pg. 1604.
Section Contents
(344) Use of Benchmarking Results (345) Balanced Scorecard (346) Top Management's Interest in Benchmarking -
XXI
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Benchmarking Uses
Use of Benchmarking Results
Q: What does your management team do with benchmarking results?
Access and compare industry performance vs our company's performance, look at best practices and integrate w here possible w ith current processes and use
a justification for projects.
Benchmarking is used as a tool to set goals and review best practices, as w ell as a comparison betw een participants.
Benchmarking results are share w ith all levels of management . Once areas of improvement are found, they are used to establish goals in the business plans.
Build into our customer service strategy
Compare internal and external business costs and best practices
compare results internally/externally
Compare the Company's performance against other similar organizations to identify areas for improvement.
Compare to internal metrics, process improvement anlaysis, management reporting
COMPARES COMPANY QUARTILE RATING WITH PEER COMPANIES
Data is used for comparison, analyzed to seek improvement opportunities and review ed against historical data to determine if trends exist
Developing KPI; developing process improvement strategies
Developing process improvement initiatives; KPI
Establish performance improvement targets.
Have not done anything to date
Have not done anything to date.
Identify performance gaps, target areas for improvement, identify best practices and goal setting
Identify performance gaps, target areas for improvement, identify best practices, goal setting.
Identify relative standing among peers and areas for improvement.
Incorporated in Annual Planning Process Scorecard targets - used for perrformance incentive targets.
Management tool in analyzing industry standards
Prepare annual year-end report w ith recommended opportunities for improvement and possible recommended initiatives. Year end report includes executive
summary and robust booklet of all pertinent Customer Service data points from various sources.
Review s and assesses, and includes in "Tennessee Quality Aw ards" application
Review s results. Makes a determination in situations w here w e may not be considered top quartile or best in class as to w hether w e need to change our process
implement an intiative to move us in that direction.
Set goals for Customer service. Identify areas that need more focus.
Source/Calculation: BO.2.1
Year: 2004
Final Report
1602
1000513
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Benchmarking Uses
Balanced Scorecard
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
78.8%
2. No:
21.2%
Source/Calculation: BO.3.1
Year: 2004
Final Report
1603
1000514
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Benchmarking Uses
Top Management's Interest in Benchmarking
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. Increase:
Percent
66.7%
2. Decrease:
0.0%
3. Stay the Same:
33.3%
Source/Calculation: BO.4.1
Year: 2004
Final Report
1604
1000515
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved