eugene water & electric board
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Eugene Water & Electric Board. APPA Business and Financial Conference September 14, 2009. EWEB & the Roller Coaster Economy Wendi K. Schultz-Kerns Cash Accounting Supervisor. EWEB Headquarters. A Few Eugene Facts. Population 143,000 3 rd Largest City in Oregon - PowerPoint PPT PresentationTRANSCRIPT
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Eugene Water & Electric Board
APPA Business and Financial Conference
September 14, 2009
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EWEB & the Roller Coaster Economy
Wendi K. Schultz-KernsCash Accounting Supervisor
EWEB Headquarters
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A Few Eugene Facts• Population 143,000
• 3rd Largest City in Oregon
• University Town – 20,000 – 22,000 Students ** US Census Bureau & U of O Registrar
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Who is EWEB?
• Largest Public Utility in Oregon
• 500+ FTE employees
• EWEB chartered through City of Eugene
• 5 Member Elected Board of Commissioners - Public Service
• 2008 Operating Revenue approx. $301mm
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EWEB Services • Provide electricity to a 238 square mile area
• 86,700 Electric customers
• 50,600 Water customers
• 75 Steam customers
• Wholesale water to local Districts
• Surplus electricity - EWEB resources sold in regional power markets
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EWEB MissionCommunity Engagement
Mission To be an outstanding provider of energy and water products that meet customers’ needs and benefit the citizens of Eugene.
Legacy Statement focus on 4 specific areas:The customers’ needsThe organizationThe community’s needsThe Board of Commissioners
Social Economic Environmental
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Oregon Unemployment
• June 2009 Unemployment Rate 12.2%
• More than double June 2008
• Above National 9.5%
• Unemployed Oregonians increased from 114,000 in June ‘08 to 241,000 June ‘09 ** Register Guard 07/14/09 pg. B5 – Sherri Buri McDonald & OR State Unemployment Dept.
• Eugene major employer closures –
13.2% Unemployed Eugene/Springfield ** US Census Bureau
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Door Hangers
JULY ‘09 YTD 8,341 2008 YTD 11,646 2007 YTD 12,344
Non-Pay Disconnects
JULY ‘09 YTD 1,132 2008 YTD 1,670 2007 YTD 1,497
EWEB Historical StatsJan- July ‘09 & prior YTD comparisons
JULY ’09 YTD $189,311 2008 YTD $256,962 2007 YTD $202,557
Write-Offs
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Walk In & Call Volume
Phones(13-15 FTE)
150,289
221,356
214,951
Lobby(5 FTE)
JULY ‘09 YTD 39,846
2008 YTD 61,047
2007 YTD 66,927
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EWEB Economic Creativity 2009
Critical Thinking Exercises
• Empower team members
• Outside the box solutions- front line
• Collection leniency – exceptions
• Alleviates supervisor turnovers
• Enhances employee morale – authority & trust to do the right thing
Balance customer and organization needs
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Staffing & Service Goals
• Re-evaluate performance & write off goals
• Focus on excellence
• Flex schedules - Extend business hours
• Hired 7 new CSA’s – 6 to 8 week training
• De-stress & breathing sessions for CS staff – on-site H/R Health & Wellness
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Successful Modifications
• Re-designed lobby lines for shorter appearance Improved perception of wait time
• Implemented new Phone System July ’09
• Testing Phone IVR Credit Card payments
Potential to automate 6000-8000 calls
• 2009 budget reductions all Sections
2010 anticipated – fiscal responsibility
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Economic Improvements
Customer Deposits
Residential – 4 options Students 9 month credit year Consider 2 mo. avg. vs. 2 highest mo. service
Increase LI Assistance DG24 - 50% to 75%
Commercial – 5 options Deposits 2 year vs. 3 year period Personal Guarantor for business account
Guarantors can extend to Non-EWEB customers
Water Leaks / Appeals Reduce catastrophic credit criteria
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EWEB’s Social Commitment
Renowned Customer Care Program• Limited Income Customers – 60% OR State Median Income
• $1.7 mm – Assistance (ECC) & Education (ECCP) $200 assistance
Incentives, Budget Counseling – up to $350
Deposit Guarantor - 2 years
Senior/Disabled PIP Arrearage – Fixed Income 100% FPL
• $300k Energy Management Services Conservation & Weatherization referrals
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EWEB Innovation Economic Assistance
Bright Ideas from Beginning…..
• $300k Anonymous Donation October 2008 - Grant
• Oregon Community Foundation – Administered by Saint Vincent DePaul
• Staff creativity – Program development
To End……
• $4.4mm Customer Assistance Package Board approval January 20, 2009
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Eugene Water & Electric Board Community Care • Rate Rebate - $2.2mm
• Job Loss - $1.0mm
• Low Inc. Housing - $350k
• Crisis - $100k
• Shelter Care - $15k
• Senior / Disabled - $40k
• Deposit Guarantor expanded
• Weatherization Expansion -$400k
• Small Bus. Lighting - $135k
• Weatherization Loan deferrals
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2009 EWEB Community Care
Rate Rebate - $2.2mm
• As COU – EWEB responsibility
• Re-invest surplus hydropower sales revenues back into community
• Electric customers $30 credit
• Rebate – “Give back” campaign
• Bill stuffer – Prepaid post card donate back to core program
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2009 EWEB Community Care
Job Loss Program - $1.35mm
• L. I. Housing rolled into Job Loss $350k
• Job Loss NO income qualifications
• $200 Assistance – Acct. Holder, Spouse or Domestic Partner
• Proof of UI payments – 14 days
• Application on-line, fax, lobby computer kiosk
• Partnerships – ESD & LCC
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2009 EWEB Community Care
Crisis Program - $100k
• Income qualified program
• Seek core program assistance prior
• Unforeseen event last 90 days
• 3rd Party certification
• Customer payment last 90 days
• Create financial hardship – At risk of immediate disconnect
• Max $500 – must relieve Crisis
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2009 EWEB Community Care
Shelter Care Program - $15k
• Utility Customer in EWEB territory
• Proof of 501c3 Shelter Facility
• Stipend $20 per permanent bed
• Application on-line, fax, lobby
• Partnerships – Community Resource Network meetings
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2009 EWEB Community Care
Weatherization Loan Deferral & other Bill Pay Assistance
• Wx Loan Deferral 6 months
• Loans piggy back on Job Loss application EWEB internal process customer ease
• $40k Expand Senior & Disabled PIP Annual arrearage up to $1,000 max
• EWEB Deposit Guarantor Increase from 50% to 75% - $300 max
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2009 EWEB Community Care
Other Wx Expansions - $535k
• Weatherization – Targets Single Family Rentals 1- 4 Units
• Increased Income to 80% OR State Median
• U.S. DOE rolled out 200% FPL Approx. 74% OR median
• Energy Efficient Lighting – Small Business Owners up to 75% cost for retrofits
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EWEB Community Care
• EWEB Public Affairs – media –TV/radio, print ads, customer interviews
• C.S. Queue - Muzak on-hold message
• EWEB lobby display – applications, website
• City of Eugene – Shared Property Owner lists Weatherization mailings
Marketing
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EWEB Community Care
Valued Partnerships
• Employment Security Dept. - displays
• Lane Community College – Job Resource Center
• EWEB Community Resource Network Meetings
• Lane County HSC, St. Vincent DePaul, Celeste Campbell Senior Center and Catholic Community Services of Springfield - Agency coordination
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EWEB Economic Contributions
03/10/09 – 07/31/09
• 1756 customers Donated $30 rebates - $52,680
• 1807 customers Job Loss - $361,400
• 26 customers Loan Deferral - $9,055
• 16 Shelter Care facilities - $14,120
• 20 families sought Crisis - $8,623
• 72,388 Residential Electric accounts received $30 Rebate – total $2.2mm
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2010 Economic Proposals
• Expand Income guidelines to 80%
• Increase Assistance - $200 to $300 EWEB Customer Care & Community Care Job Loss
• Shelter Program – increase Utility stipend $20 to $40 per bed
• Crisis Program extension
• Rapid Re-housing Program Partnership with Lane County
• Wx considering alternative expansions Wx – Targets Multi- Family Rentals 5+ Units
Small Business Lighting may increase to 100%, caps apply
Eugene Water & Electric Board
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The EWEB Challenge:
• Make a Difference in your Community
• Advocate for Customers in need
• Seek Board / Executive Support
• Fundraisers - “EWEB Run To Stay Warm” Parking Raffle, Bake Sales, Dept. contests
• Be creative – LOW or NO cost solutions
• Care about the “Public” in your Public Utility
• Exercise compassion & understanding for customers during economic challenges
Eugene Water & Electric Board
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