Board of Directors Meeting May 12 2016 Agenda Call to order Roll call Administering the Oath of Office if necessary Public Comment Action to set the agenda and approve consent items Regular Agenda ID: 551050
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Slide1
Peninsula Clean Energy
Board of Directors Meeting
May 12, 2016Slide2
Agenda
Call to order / Roll call
Administering the Oath of Office (if necessary)
Public Comment
Action to set the agenda and approve consent itemsSlide3
Regular Agenda
Closed SessionSlide4
Regular Agenda
1. Chair Report (Discussion)Slide5
2. Approval of contract appointing the CEO for PCE (Action)Slide6
Regular Agenda
3
. Presentation from Noble Solutions regarding data management and call center services (Discussion)Slide7
Data Management and Call Center Overview
May 12
th
, 2016Slide8
8
Noble Americas Energy Solutions
Who are we?
Top 5 retail Electric Service Provider (ESP) nationally
Over 95,000 meters with a peak load of ~7,000 MW
$2.1 billion in annual invoicing and active in 19 states
Largest
ESP
in California as substantiated by latest CPUC data
We provide Data Management services for all active CCA’s and municipalities in CA with a combined meter count of approximately
440,000
meters
We have an extensive, collaborative relationship with the California Public Utility Commission (CPUC) and the three investor owned utilities which dates back to 1998 and the beginning of the Direct Access program
Helped to craft regulations and protocols with other stakeholders
Noble Solutions is the only ISO 9001:2008-certified ESP
nationwide
Headquartered
in San Diego, CaliforniaSlide9
9
Data Management Services
Noble’s Experience
Active participants in the Direct Access (DA) and CCA Electronic Data Interchange (EDI) working groups since their inception in the mid-1990s
Collaborative and substantial working relationship with PG&E
Highly integrated with PG&E’s systems and data
Fully understand and appreciate PG&E’s systems, processes, data nuances and legacy limitations
Due to our extensive expertise:
PG&E often requests Noble Solutions to partner with them on their DA and CCA system changes and enhancements
PG&E does not require Noble Solutions to recertify, allowing for a truncated testing and EDI certification, avoiding weeks of effortSlide10
10
Data Management Services
Overview Slide11
11
Electronic Data Interchange (EDI)
Electronic
Data Interchange – An electronic data exchange protocol developed in 1960. Quickly adopted by the US military and today is used in all major industries (airlines, transportation, energy, health care)
Within the energy sector the transaction sets used are:
Enrollments (814)
Usage (867)
Billing (810)
Account Maintenance (814)
Banking – payment addenda (820)
Reconciliation and Validations (997, 824)
Currently Noble processes over 13
million
EDI transactions
a
year with a 100% success rateSlide12
12
Billing Administration
PG&E presents a consolidated bill to the customer which includes their Transmission and Distribution charges as well as PCE’s Generation charges. PCE’s generation charges must be sent to PG&E within 3 days of the meter read date to be included on the current month’s bill
Functions include:
Usage data acquisition
Billing calculation
Delivery of charges to PG&E
Validation and reconciliation of PG&E billing activity
Payment receipt and cash application
Ongoing account administration
Noble currently bills almost 5 million accounts a year with a success rate of 99.994%Slide13
13
Settlement Quality Meter Data
California and Michigan are the only markets that require suppliers to report their customer usage to the Independent System Operator
Determines Cost of Goods Sold volumes
Unforgiving tight timelines (T+8, T+48) and accuracy are demanded by
CAISO
All
non-interval usage reads need to be dynamically profiled
All interval and non-interval usage reads need to be dynamically loss adjusted
All account level usage needs to be aggregated for every hour and reported to CAISOSlide14
14
Customer Information System
Noble provides, customizes and maintains two main systems that are used to administer PCE’s CCA program
Customer
Information System (CIS)
Billing system
Highly integrated and specifically customized for the Power Retail Market
Houses all billing, payment, and customer specific utility account details and attributes
Customer Relationship Management System (CRM)
Integrated with all Noble Solution’s systems allowing visibility to all pertinent customer data, documents, and inbound/outbound correspondence from a single solution
Utilized by all CCA supporting staff to document, assign and manage all customer interactions
Significant ongoing commitment to investment in the CRM’s evolution; to keep pace with the growth of the CCA’s operational and program needsSlide15
15
Operational Reporting &
Qualified Reporting Entity Services
Noble’s
integrated systems allows for great flexibility and customization for all PCE’s reporting
need. Examples:
Qualified
Reporting Entity (“QRE”) services for locally situated renewable generators supplying electric energy to
CCA
through its Feed-In Tariff (“FIT
”)
Submit
monthly generation data to WREGIS on CCA’s behalf
Aging
Call center statistics
Cash receipts
Collections
Days to invoice
Green program data
Invoice summary
Opt-out with rate class
Retroactive returns
Snapshot
Unbilled usage
Usage by rate classSlide16
16
Customer Call Center
Only operational California CCA call
center
89%
customer satisfaction (based on customer surveys)
Southern California
Edison
74%
2012 and 75
%
2011*
SFPUC
Water Power
Sewer
85%
FY
2013-14
and 85
% - FY
2012-13**
15
successful mass enrollment phases, each requiring sufficient capacity to manage unpredictable call volumes that varied drastically
Flexible, dynamic integrated call routing structure tailored to the CCA’s preference.
Call allocation and routing options include:
Noble Solutions operational staff – Typically reserved for the elevated and complex calls
Third-party traditional call center – Typically reserved for the less complex calls, call overflow and afterhours support. *Noble Solutions provides training, quality control and oversight
CCA’s organization – As
desired
*
Per 2015 General Rate Case, Customer Service, Volume 2- Section V Customer Contact Center
**
Per Performance/Strategic Sustainability Annual Report FY 2013-14Slide17
17
Customer Call CenterSlide18
18
Projected Implementation TimelineSlide19
Regular Agenda
4. Finance presentation regarding PCE banking options and updated budget request (Discussion)Slide20
Original Budget
Phase I
Phase II
Phase
III
TOTALS:
Internal
Planning/ CCA/JPA Development
$60,000
$220,000
$100,000
$380,000
External Affairs/
Community Engagement
$75,000
$350,000
$210,000
$635,000
Technical/Energy Services
$150,000-$160,000
$220,000
$80,000
$460,000
Financing Partner(s)
$5,000
$10,000
$10,000
$25,000
TOTALS
$300,000
$800,000
$400,000
$1.5 MSlide21
Budget vs. Actuals with Encumbrances
Phase I & Phase II
Actuals 2/29/16
Encumbrances
Total
Internal
Planning/ CCA/JPA Development
$280,000
$120,628
$97,758
$218,386
External Affairs/
Community Engagement
$425,000
$62,713
$312,287
$375,000
Technical/Energy Services
$380,000
$212,822
$267,500
$480,322
Financing Partner(s)
$15,000
$0
$0
$0
TOTALS
$1.1M
$396,163
$677,545
$1.07MSlide22
Updated Budget
Phase I
Phase II
Phase
III
Phase
IV
TOTALS:
Internal
Planning/ CCA/JPA Development
$60,000
$220,000
$35,000
$315,000
External Affairs/
Community Engagement
$75,000
$350,000
$210,000
$100,000
$735,000
Technical/Energy Services
$150,000- $160,000
$220,000
$80,000
$460,000
Financing Partner(s)
$5,000
$10,000
$10,000
$25,000
Staffing
$65,000
$710,800
$775,800
Administration
/ Overhead
$670,000
$670,000
TOTALS
$300,000
$800,000
$400,000
$1,480,800
$2.98 MSlide23
Regular Agenda
5
. Staff ReportSlide24
Regular Agenda
6
. Board Members ReportsSlide25
Regular Agenda
Adjourn
Next meeting: May 26, 2016