Transcript Slide 1

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
•
3rd Largest City in Oregon
•
University Town –
20,000 – 22,000 Students
** US Census Bureau & U of O Registrar
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
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
EWEB Mission
Community Engagement
Social
Economic
Environmental
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’ needs
The organization
The community’s needs
The Board of Commissioners
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
EWEB Historical Stats
Jan- July ‘09 & prior YTD comparisons
Door Hangers
JULY ‘09 YTD 8,341
2008 YTD
11,646
2007 YTD
12,344
Non-Pay Disconnects
JULY ‘09 YTD
2008 YTD
2007 YTD
1,132
1,670
1,497
Write-Offs
JULY ’09 YTD $189,311
2008 YTD
$256,962
2007 YTD
$202,557
Walk In & Call Volume
Lobby
Phones
(5 FTE)
(13-15 FTE)
JULY ‘09 YTD 39,846
150,289
2008 YTD
61,047
221,356
2007 YTD
66,927
214,951
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
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
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
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
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
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
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
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
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
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
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
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
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
EWEB Community Care
Marketing
• 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
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
EWEB Economic
Contributions
03/10/09 – 07/31/09
• 72,388 Residential Electric accounts
received $30 Rebate – total $2.2mm
• 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
Eugene Water & Electric Board
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
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
Questions ?
Call Wendi @ 541-685-7074
[email protected]
www.eweb.org
Thank you.