David Longmire Dominion Credit Services

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David Longmire - Dominion Credit Services
Quick Access to Accurate Data is
Powerful! October 25, 2006 Louisville, KY
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Who wants data?

• Analysts - obtain, package, analyze and
  distribute data
• Benchmarking Organizations (EEI/AGA)
• Public Utility Commissions
• Management (multiple departments need similar
  data)
• Six Sigma Black Belts - improve processes
  save

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How often is data requested?

• Daily/Weekly (disconnect activity, operational
  info.)
• Monthly (critical performance drivers
  arrears, revenue, charge-offs, recoveries,
  DSO, DNPs, collection agency liquidation)
• Annually (year-to-year comparisons, ratios,
  metrics)

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Why do we need data?

• Measure and Monitor Performance - How are
  we doing? - Benchmark against self and
  others
• Optimize Performance - If we do X what
  is the anticipated result?
• Forecast Performance - YE charge-off
  using relational data
• Facilitate Six Sigma Project Analysis

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How can we make data easily accessible?

• Risk Management Database - Central
  repository of non-res. customers at risk -
  Lotus Notes database with sort/search capability
• Business Intelligence Software - Central
  repository of historical metrics (data
  warehouse) - Slicing and drill down
  capabilities - Refreshed weekly for all
  users (multiple dept. same data) - Fast,
  accurate, and easy to use
• Dashboard - Located on company intranet
  - Summary data for business partners

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Business Intelligence Software

• Subject Matter Expert w/ IT Programmer -
  Take the time to fully understand how data is
  layered - Check initial results
  against existing source - Data is only as
  good and useable as you make it

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Business Intelligence Software (example)
Basic orientation (options)- Displaying Total
AR- By Account Class (RES, etc) 2002 - 2005-
Focus only on 2005 (next slide)
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Business Intelligence Software (example)
- Displaying RES Total AR for 2005 only- Regular
RES and RES w/ Payment Plan- Want to see in
aged buckets Regular RES only (next
slide)
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Business Intelligence Software (example)
For this example, analyzing only 90 arrears for
Residential Customers not on pay plans
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Business Intelligence Software (example)
- Displaying Behavioral Score for only 90
arrears- Want to compare 90 to Total AR for
only Jan 2005
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Business Intelligence Software (example)
Next we will extract data into a spread sheet
by clicking on this icon
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Business Intelligence Software (example)
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Dashboard
CustomerService Center
E/G
METERING/FMS
COLLECTIONS
E
G
E
G
8 Billion Revenue
E G
BILLING
E/G
ENERGY DIV
PAYMENT PROCESSING
E G
E/G
RECEIVABLE MANAGEMENT
OUTBOUND CALLS NOTICES
E
G
E
G
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O
P
W
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P.
18.75
18.75
18.75
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55
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587 month
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69
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Summary Page
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Under construction
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755 k
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Outbound Calls Notices (Gas)
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Outbound Calls Notices (Elec)
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Field Services (Gas)
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Metering (Elec)
Customer Service Center August 2006
Home
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VA/NC Residential Deposits Applied at Final
Billing (cumulative)
YE Target 19
Back
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Questions?
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