1. February 2017 PSE&G’s Energy Assistance Workshops
PSE&G’s Meter to Cash
February 2017
PSE&G’s Energy Assistance Workshops

2. PSE&G
2.4M customers
Dual service provider to ~80% of our customers

3. Meter to Cash Process… People providing Safe, reliable Economic and
Meter Reading
Billing
Payment Processing
Collections
People providing
Safe, reliable
Economic and
Green energy.

4. Meter Reading, Billing and Payment Processing
Pay by phone
Web payments
16 customer service centers
Customer Mail - state of the art technology
100% of payments processed within one business day
50K payments through mail processed each day
Meter Reading
3.9M meters
300 Meter readers
ERT installations
87% read rate
Billing
2.5M bills a month
1.4M residential customers with heating bills
60K receive manual review
New technology
Improved estimating logic
Online billing exceptions with additional validation
View your bill online “My Account”

5. In addition, outreach attempts well exceed one million Bill inserts
Collections…
We really don’t want the business so Payment Assistance Outreach works hard to keep people out…
Between letters and phone calls, we’ve attempted more than 2 million contacts this year
Over 300K notices a month
In addition, outreach attempts well exceed one million
Bill inserts
Letters
Phone calls
Outreach Presentations
Conferences in Fall
Workshops in Spring

6. March 15th – The End of the Moratorium
Special Notice…..
A special notice looks exactly like a Shut-Off Notice but with a Due Date of
March 15th – The End of the Moratorium
** SHUT-OFF NOTICE **   (Mon.-Fri. 7:30 a.m.-8:00 p.m.)
Your bill is now past due.  Your service can be shut off after March 15th if $X, XXX.XX is not paid. If you cannot pay the bill in full, a payment arrangement may be possible.  Need help paying your bill, visit or in Spanish.
Si en el futuro ústed desea recibir la notificación de desconección de servicio en español, llame por favor al

7. Collection… What do your clients need to know?
Moving in and Moving out
Personal identification information
Old unpaid balances need to be addressed
Make sure they close out accounts and get a final bill when they move
Deposit requests
When having trouble paying their bills
Contact us early
Keep payment arrangement terms
contact us if they’re having trouble
Ask about programs to help pay bills
Ask about the equal payment plan
Ask about energy conservation tips
Please make sure PSE&G has your on file, we attempt to notify customers in advance of a shut-off

8. Winter Termination Program
Payment Vouchers
We will hold collection for 30 days
Ensure clients make a payment arrangement on any balance
Without an active payment arrangement, your client will remain eligible for collection activity
During the WTP your clients may be eligible for protection. Make sure they contact PSE&G for a WTP payment plan.
PSE&G Collection Call Center ( )
Social Service Gate…after prompt “What would you like help with today”….say “Social Services”.
You can call PSE&G on behalf of a client-PSE&G Call Center representatives will require account information including account number and last four digits of social security number.

9. Winter Termination Program
BPU Regulatory Compliance:
Protected customers are not subject to shut-off for non-payment
Temperature Prohibition: when the high temperature is below 32 degrees, no interruption of service.
Special notice replaces conventional notice on protected accounts
Deposit requests will be removed from protected accounts
Training:
Update all customer contact employees so they are able to answer questions, comply with regulations, and assist customers during the WTP
Update all materials and redistribute to all customer contact associates

10. Danger Zone-What happens when bills aren’t paid during WTP
Due Date
Bill
Payments
Balance $ $
15-Nov $ $
15-Dec $ $ $
HEAP
15-Jan $ $ $ $
15-Feb $ $
15-Mar $ $
No payments during WTP period makes bills unmanageable after winter season. Advise clients that even a partial payment during the WTP will help keep them from having their service disconnected.