1. UGI Utilities SAP 1 Year Later Update
September 26, 2018

2. UNITE Project Phase 1 CRB (delivered) Phase 2 ERP (in progress)
Customer Information & Billing System
Start: MAR 2016
Go-Live: SEPT 2017
Phase 2
ERP
(in progress)
Financials
Supply Chain Mgmt.
Contractor Mgmt.
Plant Accounting
UGI Corp Accounting
Start: MAR 2018
Go-Live: APR 2019
Phase 3
EAM
(planning)
Asset Mgmt.
Work Mgmt.
Gas Outage Mgmt.
Geospatial Information System
Start: TBD
Go-Live: TBD
Legend:
CRB – Customer Relationship & Billing
ERP – Enterprise Resource Planning
EAM – Enterprise Asset Management

3. Phase 1: CIS Scope Impacted Areas of the Business Customer Service
Establishing and maintaining relevant customer information for purposes of serving, marketing, and supporting the delivery of energy and non-energy products
Service Orders and Work Management
Planning, scheduling, dispatching, and completing short duration customer or meter-related utility service orders
Device Management
Tracking the inventory and installation lifecycle of meters and devices for the utility - installation, meter reading, testing, replacement, and retirement
Billing and Rates
Invoicing and posting of revenue, including tariffs and taxes, to customers for provided services
Establishing credit and deposit rules, collecting and managing accounts receivables
Credit and Collections
Analytical improvements to aid decision-making and improve customer support; accessing and validating data, running reports, and overall data governance model
Analytics and Reporting
Customer Self-Service
Various mechanisms to allow a customer to interact with our business at their convenience through multiple portals such as web and mobile, and experience improved operating efficiencies with existing customer portals

4. UNITE Phase 1 Update New Features/Functionality Highlights
A single, modern system for customer & device data
Greater automation and reduction of manual tasks
Improved Customer invoices & correspondence visibility
Ability to take payment by check over the phone and online without use of a 3rd party
Real-time visibility of service order statuses & service order processing
Screen pop of customer account
Joint billing (gas & electric)
Automated management and tracking of billing exceptions
Integration with Marketing Lead Tracking System (MLTS) for new customer set-up
New customer portal with single sign-on

5. UNITE Phase 1 Update Challenges Post Go Live & Status
Enhancements Completed since go live
Front Office: IVR (Interactive Voice Response) functionality re-deployed
Billing: BPEM (Business Process Exception Management) Case Reductions
Maximum case back log after Go Live : 30,000
Current case back log : 3,700
Online Portal: Ability to scheduled future dated payments and overpayments
Bill Archiving issue for online portal customers identified in March and fixed in April
Collections: Enhance the Collections Control Panel through use of SAP’s Business Rule Framework (BRF+)

6. Collections Ceased collections 8/1/2017 Resumed collections 4/1/2018
BRF+ (Control Panel) – limited paths
Residential vs Commercial
Health Care
Low Income
All steps have same dollar limit-no flexibility
Soft notice, 10 day, 3 day, shut off
If set at $500, no ability to “notice” lower and no separate path for Pay Agreements

7. New Project – Stabilize and Improve Collections April 2018
Improve Collections Management
Delinquent Receivables Reduction
Credit & Collections
UNITE/IT
Develop Workload Management Plan to coordinate collections with Dispatch and Operations – Complete
Complete New Monthly Model- Complete
Enhance SAP Reporting to support Workload Management Plan – defects/Service Desk Tickets: 1030, 1322, 1717, 1886, 1936,1938, 2015, 2018, 2023, 2049, 2052, 2074, 2080, 2091, 2094, 2097, 2098, 2104, 2106, 2124, 2138, 2161, 2226, 2273, 2274, 2318, 2363, 2405, 2408, 14894, 20099, 20100, 20157, 20375, 20377, 21169, In Progress / TBD
Develop and implement short-term and long-term TCPA compliance Plans - On Hold, new ruling being evaluated
Modify BRF+ flows to enable customer Soft Notice without full Dunning process – Completed / May 18, 2018
Develop Staffing Plan and Credit Refresh Training Program (UGI + FCS) – Complete
Modify BRF+ flows to evaluate delinquent P/A’s and CAP Accounts –
Completed / May 18, 2018
Credit & Collections
UNITE/IT
Develop collection $ threshold levels and inventory for F2018 – Completed
IT Support to address newly identified SAP reporting, defect and enhancement efforts – On-going
CAP Enrollment Expansion Plan – In progress as of May 31, Open CAP defects, reducing expansion temporarily. Defects/Service Desk Tickets: 1107, 1447, 1814, 1980, 2015, 2110, 2150, 2264, 2265, 2266, 21434, 21912, 21016, 21894, 21020, 21192, 21918, 21956, 21979, CR
Develop repository of reports – In Progress

8. Active Debt Impact
April Historic high levels of active debt > 90+ days
Average debt levels per customer at normal levels
Number of customers nearly double
Uncollectible Expense (bad debt reserve) increased .5% for 2018
Forecasting above normal increase of .2% for 2019
Forecasting near normal for 2020

9. CY 2018 & Beyond BRF+ Threshold moved from $500 to $225 (current)
Complete remaining defects to ensure all remaining dunning locks can be removed in early October
Focus on high dollar accounts through November
Support strong CWIP/LIBLITZ Season to continue to reduce A/R

10. Questions?
Thank you!