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 Engineering & Operation, Accounting, Customer Billing & Finance
Annual Conference & Trade Show
and Board of Directors Meeting
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2010 Conference Agenda
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Customer Service and Billing
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| Thursday, June 24, 2010 |
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| Presiding: Section Chairperson - Ana Babcock, Sr. Director of Customer Billing - Florida Power & Light Co. |
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| 1:00 p.m. |
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What Do the AMI Experts Say? (standards, security, business processes,workforce challenges)
We will break this down in two pieces:
• A Panel representing all areas of AMI/Smart Grid will be available to provide their perspective on the current and future state of AMI/Smart Grid, lessons learned, and what to be careful about. We will also include discussions regarding the FPL Grant. Panel will include the network vendor, a deployment expert, a back-office integrator, meter data management provide, and two utilities that are far down the path.
Second piece will consist of a pre-determined set of questions from the audience that you would like the panel to address (gathered in advance).
Moderator: Ana Babcock, Sr. Director Customer Billing - Florida Power & Light Co.
Utility Panelists:
- Bryan Olnick, Director Meter Services – Florida Power & Light Co.
- Phil Slack, Senior Manager IT Enterprise Architecture – Florida Power & Light Co.
- Tracy Tinsley, GM - Smart Grid Network Systems – Duke Energy
AMI Vendor Panelists:
Accenture: Wade Malcolm, Director Smart Grid Practice
Silver Spring Networks: Matt Oja, Vice President & Client Delivery Executive
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| 3:00 p.m. |
Refreshment Break sponsored by |
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| 3:15 p.m. |
Entergy My Account Online
Winning Project – 2010 Industry Excellence Awards Program–Customer Service Category
Entergy’s vision was to offer robust Web and cell phone services to customers to meet their needs in the 21st century. Within 18 months, Entergy developed My Account Online, offering more than 19 fully automated, self-service online features. Then Entergy raised the bar by launching My Account Anywhere, enabling customers to receive outage and account status via texting cell phones and have full account interaction through smart phones.
Rosemarie Peckham, Manager Customer Self-Service – Entergy Services, Inc. |
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| 3:45 p.m. |
Back-office Automation and Most Successful / Best Practices Leveraging of all
Customer Communication Channels
We all want to understand the silver bullet in lowering back-office cost through automation, while still providing great customer service. Find out FPL’s effective methods of meeting this challenge.
- Rene Villa, Manager Electronic Billing & Payments – Florida Power & Light
- Maria Gomez, Director Customer Care – Florida Power & Light
- Juan Lopez, Manager Customer Care Process Improvement – Florida Power & Light
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| 4:45 p.m. |
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Planning for Next Year |
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5:00 p.m. |
Adjourn |
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► Customer Service & Billing attendees join the FACS General Session on Thursday and Friday Morning
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