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Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
RUBEN
MARK
JIM
MATT
MONTE
BELINDA
CHERYL
KAREN
DON
RITA
MELINDA CINDY
JESSE
SUZI
MELISSA
TONEY
Safety Contact
While Driving In Corpus Christi
Thank You for Coming
• ERCOT
• Oncor, Centerpoint, TNMP, and Sharyland
• 56 CRs Attending the Workshop
• Representing 86% of our End-use Customers
AEP Texas Leadership
Bruce Evans, President & COO Joel Murphy, Director Customer Services
Improving the
Competitive Retailer Experience
___ 45+ F2F Meetings with CRs
___ Competitive Retailer Workshop – September 2
___ Competitive Retailer Survey – Completed July
___ Active Participant at Market Meetings
• Surveying CRs for 12 years
• Survey conducted in July
• Added Opportunity to Add Comments
• 19 Respondents representing 43 CRs
• > 75% of End Use Customers Represented
2015 Competitive Retailer Survey
Improving Customer Service through better Electronic Means
__ Self Service Tool –
– Roll over existing functionality • ESID Lookups • Bulletin Board Information • 867/810 Data
– New Enhancements • View of all AMS orders • Upload Safety-Net Spreadsheets • LOA Usage Requests • Chat
– Any additional needs? Comment on Survey
Improving Customer Service through better Electronic Means
CRIP Tool
Improving Customer Service through better Electronic Means
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
Over 1 million meters AMI meters installed Meter related service orders completed without a truck roll over 99% of the time Customer’s service connected or disconnected much quicker than traditionally Meter reads (both register and interval) attained on a daily basis 99% of the time Customers have access to their energy usage long before they get a bill (REP portal/SMT) Estimated reads used for billing on a minimal basis Outage notification from the meter integrated with OMS Power restoration verification available to DDC and Call Center Additional tools to identify energy theft Field personnel are able to research meter event history to check for voltage issues or verify outages. Last three head-end system upgrades have been completed with 24 hours
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
Billing & Account Operations
BAO
BAO RESPONSIBILITIES
Billing Monthly Usage on Metered Accounts Unmetered Accounts (Streetlights, TXDOT, Traffic Signals, TV amps) Critical Care / Load Historical Usage Requests Energy Diversion Backbilling PUC Complaints Annexations Various Order Completions Various Fees Maintaining Customer Contracts ie: facility rentals AMI Opt Out Customers 867 Interval Data Comparison
SWAMI
System Watchman for AMI
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
AEPCH Updates & NADC Migration
Stacey Gabbard Manager Customer Choice Processes and Systems
Continuous Improvement
• ERCOT Failover Process for 867 Transactions • Process 867 transactions in the event of ERCOT outage
• Upgrades to AEP’s REP Payment Invoicing System – Balances payments made against invoices and detail EDI
transactions
– Additional payment transaction controls and monitoring
– Modification for capacity thru-put.
• AEPCH Server Upgrades Complete – AEP’s interface to deregulated markets
– 8 Unix machines and 10 Intel machines
Infrastructure and Business Continuity
• Organizational Response – Identify communications objectives for historic and potential
business disruption events and implement solutions to meet requirements.
• Emergency notification system implemented • Business Impact Assessment (BIA) performed
• High Availability Computing Environment – Near and long term solutions to mitigate risk associated with
data center – Near-term: Move data center to Tier III facility – Long-term: Two in-region data centers, Remote disaster
recovery, high-availability capabilities
What’s Moving? • We are moving production (live environment and data)
– ~1600 application components and ~1300 servers. – Test, Development, and QA environments will remain at 1RP.
• We are moving physical and virtual servers – Physical: servers are unplugged, picked up, and moved to the
data center, applications and databases on these servers will have an outage during the move.
– Virtual: server contents are virtually migrated to a new server at the data center.
• We are moving AEP’s Customer Information System – New mainframe hardware installed to minimize risk. – Data replication to new hardware already complete and
synchronizing daily.
September 12th Migration
• Customer Information system (CIS / MACSS) • Customer accounts in MACSS - 5.3 million • Orders processed annually by OPS, the Order Processing System –
4.235 million • Customer Operations Center calls handled that depend on MACSS -
19.6 million
• AEP Clearing House (AEPCH) – AEP’s interface to deregulated markets – 8 Unix machines and 10 Intel machines (test, dev., QA and prod.
regions) – 29 Oracle databases and 5 SQL server databases – 8 major applications – 750 gigabytes of data
10 Migration Events: A Significant Amount of Concurrent Activity
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
Economic Development
Bradley Lenz Director Economic & Business Development
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
Regulatory Updates
David Hawk Manager Rates
P.U.C. SUBST. R. 25.483 Disconnection of Service
• (j) Disconnection during extreme weather. A REP having disconnection authority under the provisions of subsection (b) of this section shall not authorize a disconnection for nonpayment of electric service for any customer in a county in which an extreme weather emergency occurs. A REP shall offer residential customers a deferred payment plan upon request by the customer that complies with the requirements of §25.480 of this title (relating to Bill Payment and Adjustments) for bills that become due during the weather emergency.
• (1) The term “extreme weather emergency” shall mean a day when: • (A) the previous day’s highest temperature did not exceed 32 degrees Fahrenheit, and the
temperature is predicted to remain at or below that level for the next 24 hours anywhere in the county, according to the nearest National Weather Service (NWS) reports; or
• (B) the NWS issues a heat advisory for a county, or when such advisory has been issued on any one of the preceding two calendar days in a county.
• (2) A TDU shall notify the commission of an extreme weather emergency in a method prescribed by the commission, on each day that the TDU has determined that an extreme weather emergency has been issued for a county in its service area. The initial notice shall include the county in which the extreme weather emergency occurred and the name and telephone number of the utility contact person.
ERCOT Retail Market Guide Section 7.6.5.4 Weather Moratoriums Table 20
Extreme Weather Emergency Due to Cold
The previous day's highest temperature did not exceed 32°F and the predicted temperature for the next 24 hours is at or below 32°F. (Both conditions must be met before disconnection activity is suspended in a service territory).
Saturday Sunday Monday Tuesday Wednesday Thursday Friday
Example I 28°F 28°F 32°F 34°F 34°F 32°F 32°F
No
Disconnect Disconnect Disconnect Disconnect No
Disconnect
Example II 28°F 28°F 32°F 32°F 34°F 32°F 45°F
No
Disconnect No
Disconnect Disconnect Disconnect Disconnect
Example III 28°F 28°F 32°F 30°F 34°F 32°F 25°F
No
Disconnect No
Disconnect Disconnect Disconnect No
Disconnect
Watch – Advisory – Warning Example
Monday Tuesday Wednesday Thursday Friday Saturday
High 45 High 36 (at 11am) High 22 High 30 High 36 High 40
Watch Advisory (at 10am) Warning (at 9am) Warning Warning (ends at 11am)
Disconnect Disconnect Disconnect No Disconnect Disconnect
ERCOT Retail Market Guide Section 7.6.5.4 Weather Moratoriums Table 21
Extreme Weather Emergency Due to Heat
The National Weather Service issues a heat Advisory for that day or on any one of the preceding two days.
Saturday Sunday Monday Tuesday Wednesday Thursday Friday
Example I
Heat Advisory in Effect
Heat Advisory in Effect
Heat Advisory in Effect
No Heat Advisory
No Heat Advisory
No Heat Advisory
Heat Advisory in
Effect
No
Disconnect No
Disconnect No
Disconnect Disconnect No
Disconnect
Example II
Heat Advisory in Effect
No Heat Advisory
No Heat Advisory
No Heat Advisory
Heat Advisory in
Effect
No Heat Advisory
No Heat Advisory
No Disconnect Disconnect No
Disconnect No
Disconnect No
Disconnect
5.3.7.4 PROHIBITED SUSPENSION OR DISCONNECTION
• (1) Except in the case of suspensions of service related
to dangerous conditions, clearance requests, or move-out requests, Company shall not disconnect or suspend Delivery Service to Retail Customer in the following situations: (A) On a day, or on a day immediately preceding a day, when personnel of Company are not available to the public for the purpose of reconnecting Delivery Service;
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
Energy Efficiency / Demand Response
Robert Cavazos, Manager EE/DR Programs Melissa Proske, EE/ Consumer Programs Coordinator
2015 AEP Texas Retail Electric Provider
Efficiency Connection Program
39
Program Overview
40
REP- Markets the website
to residential customers
AEP- Provides incentive to lower LED bulb cost
by ~20%-40%
Drop ships directly to customer
Efficiency Connection Website (Techniart)
Customer
AEP Program Goals TNC- 22,000 lamps TCC- 22,000 lamps
REP Branding & Benefits
REP Branding REP Benefits
1.Turn-key energy efficiency offering for residential customers and employees 2.Increase customer satisfaction 3.Program will support REPs with industry experts 4.High quality LED bulbs 5.Utility incentives reduce customer cost
41
REP Logo
Customer Qualifications & Benefits
42
Qualifications- Shipping address located at a residential premise with a valid AEP TEXAS (TNC or TCC) zip code
Benefits 1.Easy to use online market place available 24-7
2.~ 20%-40% reduction of LED bulb cost
3.High quality LED bulbs
4.Lower lighting energy cost
Next Steps
• CLEAResult – Send the REP Agreement and REP Marketing Tool Kit
• Kickoff Meeting – Discuss marketing, operations, projections, and reporting
• Launch – REP launches marketing activities
43
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
Metering
Ernie Godoy Supervisor AMI Technical Support
Sa
Safety First
Typical Single Phase Installation
Typical Single Phase Installation Basic voltage 120/120 240volts
Basic voltages 120/120/208 120/120/240 277/277/480
Basic voltages 120/120/208 120/120/240 277/277/480
1-phase transformers are used in residential power distribution applications. Step-down transformers step high voltage down to 240 Volts AC for home use.
Single phase transformers are normally used for house hold and small loads. Lights are single phase, and small motors are single phase.
Where are Four-wire Delta systems used?
Where are Four-wire Delta systems used?
Four-wire Delta services are widely used for supplying small to medium size commercial customers who have a mainly single-phase load with a small amount of three-phase load, usually air conditioning or motor load
Factories, office buildings, power stations and sub-stations all use 3-phase power almost exclusively. Step down transformers take high voltage and step it down to 480 VAC (3-phase) for motors, heaters, lighting (after, etc.)
Factories, office buildings, power stations and sub-stations all use 3-phase power almost exclusively. Step down transformers take high voltage and step it down to 480 VAC (3-phase) for motors, heaters, lighting (after further step-down). Step-up transformers take power from generators and stepup the voltage very high for transmission to locations where the power is needed (cities, etc.)
Single Phase: Delivered / Received / Net / Security Demand Load Profile TOU – Time of Use 200 Amp Disconnect
Meter functions by service type
Meter functions by service type
C&I Poly-Phase: Sag & Swell Power Quality KYZ Outputs Inputs Modems Reactive
Commercial and Industrial- 3 Phase
Generation, Transmission, & Inter-connect
DNP / Modus Protocol In-depth Power Quality More accurate Ct’s TLC & Line Loss Compensation Analog Totalization Ethernet
Meter functions by service type 3 Phase
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
Energy Diversion / Revenue Protection
Martin Magana
Revenue Protection Coordinator
AEP Texas Service Territory
Common Energy Diversion Techniques
• Data from Command Center Lost Meters: stolen meters/ jumper wires Meter Event: Test mode events/ reverse rotation
• Reports Voltage Load Side on Disc Meter/ jumper wires Zero Consumption/ current sensor wire Implanted resistors 4wire 3Phase currents/monitor load profile
No access
Aggressive customer
AMS Field Challenges
Command Center Dashboard
Shows statuses of Endpoints • Lost= Endpoints in the Lost status
have reported an outage event.
Common Energy Diversion Techniques
Energy Diversion Detection – Monitor Load Profile
• Preloaded jiffy lock • Preloaded meter locking ring • Single barrel lock
Anonymous Tips
• Customer Solution Center
• Retail Electric Provider or REP
• www.ReportPowerTheft.com
THANK YOU
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
REP Desk
Jesse Macias CRR Account Manager
Self Service Tool Update
• Improved site functionality • Home tab • 867 tab • You can reset Passwords 90 days to 6 months
• New Easy-to-use tools • Available Sept. 30th
• New functionality to be released in phases through end of year
• Currently only available on Google Chrome
• Crss.aep.com or REPDesk.aep.com • 1st Release is Sept. 30th
• Passwords for the new site will be sent by your assigned Account Manager
•
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
Denial of Access Procedure
Jimmy Earnest Customer Service Account Representative
Steps to Document the Issuing of Charges and Disconnect Orders Due
to Denial of Access
Initial Field Steps
• Field Employee is issued an order (i.e IO57 or CH07). • Field Employee cannot gain access to meter to complete assigned order. • Field Employee should make multiple attempts to contact the customer from
phone number on order at various times before exceptioning their order. • If contact cannot be made and access is denied, a “Notice To Electric Customer”
door hanger is left at location which is dated and contains the name and contact number for the local CSAR (10 calendar day clock starts at this point).
• A close up photo of the completed door hanger will be taken and sent to the local CSAR via email from smartphone.
• Exception the original order to back office (OFFICE ATTENTION) for BAO to create an IO41.
Great Example of Door Hanger Picture
BAO Steps
• Original order is received back from the field and IO41 order is created for CSAR.
• Original order type and order number is included within the comments of the IO41 to reference. original order instructions.
• Cancel the original order.
CSAR Steps
• IO41 received from BAO. • CSAR makes 3 attempts to contact customer regarding access, noting each
attempt in MACSS. • If no response is received from customer after the 3 attempts the determination is
made to charge and / or disconnect for no access—CSAR decision. • CSAR will send an email to crrtx@aep.com to have CRR notify Retail Provider that
customer will be charged and / or disconnected if access is not provided. • If customer responds, CSAR must generate original order type with original
instructions along with appointment information. • If charge is to be applied the IO41 should be completed and sent to BAO for follow
up with instructions to charge. • If disconnect is nCSAR will generate DN97 Disconnect Order.
High Temp Alerts
Process for Addressing Follow Up on Repair of Customer Equipment
Steps taken by Field Employee • Field Employee will receive an IO57 – High Temp Alert order on Spectrum. • Field Employee will investigate and determine what could be causing the High
Temp Alert to trigger. • Field Employee should take photos of suspected cause of High Temp Alert and
email them to local CSAR with address and “High Temp Alert” in subject line . • Field Employee should make contact with the customer while on site, if possible,
or leave a door hanger notifying customer to contact electrician to make appropriate repairs.
• Field Employee will determine the severity of cause of High Temp Alert. – If there is an immediate safety concern the Field Employee will notify the
customer and then contact Field Communications to request a Trouble Ticket be sent to Service Tech.
– If there is no immediate safety concern the customer will be advised in person or by door hanger that they have 10 calendar days to make necessary repairs. Also the IO57 will be sent back office to BAO to issue an IO35 for the local CSAR.
Steps Taken by CSAR
• CSAR should receive photos illustrating what triggered High Temp Alert. • CSAR should receive an IO35 from BAO with notes from the Field
Employee explaining what they determined to be the cause of the High Temp Alert.
• CSAR will track progress of repair for the 10 calendar day period which began once Field Employee notified customer.
• CSAR will follow up with customer if it does not appear action has been taken as requested (i.e no signs of Temporary DN / RN).
• If customer does not follow up CSAR will issue a disconnect order and CRR will be advised to notify Retail Provider of pending disconnect order.
THANK YOU!
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
Outage Alerts
Omar Lopez Manager Corporate Communications
Outage Alerts Registration
Lets work together!
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
In Inadvertent Switch Issues Cheryl Franklin, Market Specialist
Melissa Freeman, Market Specialist
In
How Does An Inadvertent Gain/Loss Occur An Inadvertent Gain or Loss can occur under various circumstances:
• Incorrect information provided by the customer during enrollment – service address or ESI ID
• Incorrect information entered by the REP during enrollment
• Unauthorized enrollments – “leap frogging”
In
How AEP Assists In Working Inadvertent Switch Issues: AEP Solutions Center receives a call from the customer stating they did not authorize a switch. Solutions Center notifies CRRTX via email and CRRTX in turn researches issue and will email both REPs involved. Sample email notification:
In
How AEP Assists In Working Inadvertent Switch Issues: AEP will release any required permits on IAG issues as long as a MVO or DNP has not occurred wherein meter was de-energized. Please email the appropriate AEP specialist assigned to the MarkeTrak or call CRRTX Hotline.
Always include customer name, meter #, address to help expedite resolution. AEP accepts BMVIs dated for Saturday, Sunday, and Holidays. AEP works the effective date the BMVI was sent for – Be extra careful when submitting proposed regain date.
In
ERCOT Nodal Protocols Section 15: Customer Registration 15.1.8 Cancellation of Registration Transactions The CR will send a cancellation notice using the 814_08 cancel request. ERCOT will accept cancellations until the Retail Business Day preceding the move in, move out, or switch scheduled date.
AEP will normally refer to this in the MarkeTrak: Cancel rejected because order is within cancellation period. Please submit your 814_08 directly to ERCOT. ERCOT Protocols Section 15.1.8 (1 day window).
In
Research, Research, Research Avoid MVOs and DNPs
In
Customer Rescission Right of Rescission Applicable to Switch requests only, not Move Ins. RMGRR129 – What are the changes? – Effective October 1, 2015 Once a Customer Rescission MarkeTrak issue has been submitted, the losing CR has two (2) business days to agree to the Customer Rescission MT issue. Once the TDSP has updated the MT issue to “Ready to Receive” the losing CR has another two (2) business days to send a BMVI . Only the gaining CR in a rescission scenario may utilize the rescission based MT process to initiate reinstatement of a customer to its original CR. In order for an issue to be submitted through this subtype, it must be submitted on or before the 25th calendar day following ERCOT’s established First Available Switch Date (FASD).
In
Customer Rescission Should a matter of rescission need to be resolved, but a Customer Rescission issue has not been submitted for this purpose within the specified timeframe the two CRs should work to resolve this issue through the Inadvertent Gaining subtype. Backdated MVI for Customer Rescission must be DOL+1 (no exceptions).
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
Permits/Construction Requirements
By Gricelda Calzada
AEP Texas Website
• WWW. AEPTEXAS.COM
• Electric Choice at bottom of page
Expeditor Customer Call Communication Flow
Customer calls Call center
Call center to use regular script and ask for alternate contact info
Feed info
Expeditor Call the customer
1. Verify information in the Order 2. Obtain any additional information
that can be gathered from the customer such as whether or not facilities are nearby. High-level evaluation
Engineer– • contacts the customer and
get more info • Set up appointment to
meet with customer • Provides cust price quote if
needed
Are new facilities required?
No Yes
Servicemen makes initial site visit
Forwards to the servicemen once ALL requirements are met
Action on Expeditor
Evaluation Correct?
Job gets completed
Yes No
Verify that customer is doing some type of repairs and they are not going on ‘vacation’ when issuing Temporary Disconnects
Welcome to the AEP Texas
Competitive Retailer Workshop
September 2, 2015
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