Smart Infrastructure/Grid

Covers various aspects of the Smart Infrastructure/Grid including: AMI; Demand response/demand management; Dynamic/real-time/critical peak pricing options; Grid optimization; Integration of renewables; storage and distributed generation; PHEVs; and Home Area Networks/energy management systems/Consumer Displays and Control.

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Advanced Metering Infrastructure

Concentrates on the various aspects of metering and the collection of metering data for various purposes including AMI/AMR; communications architecture; meter inventory; prepay meters; meter read routing; and GIS.

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Meter Data Management

Deals with issues surrounding meter data management (MDM) including data warehousing; load management; load profiling; and revenue assurance.

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Billing

Focuses on all aspects of residential, commercial and industrial billing including e-billing; wholesale billing; billing for other services; bill print services; consolidated bills; revenue assurance; complex billing; and dynamic (real-time) pricing.

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Customer Contact Center

Explores current, emerging and enabling processes and technology in the areas of customer acquisition; customer segmentation and marketing; channel management; telephony; DSM/conservation; CRM; web self services; call center software; outage management; work management; GIS; kiosks; and document management.

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Payments

Examines various payment issues related to credit cards; debit cards; e-checks; lockbox operations; treasury functions; EBPP; cashier workstations; and kiosks.

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Credit and Collections

Considers new issues and best practices in the areas of credit and collection processes and software; third party collections; mobile workforce management; modeling and scoring; data analytics; e-checks; and remote disconnect through AMI.

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Field Customer Service

Concentrates on various aspects of field operations including outage management; materials management; mobile workforce management; GIS; communications architecture; GPS; broadband; dispatch; routing; and scheduling.

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Strategies and Management

Focuses on trends from a people, process and technology perspective by sharing information related to plans, strategies, trends and management of the Customer Service Lifecycle.

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Expanding Excellence Awards

Presentations by winning utilities in each of the four Expanding Excellence categories: Best CIS Implementation, Best Smart Infrastructure/Grid Project, Innovation in Customer Service and Innovation in Extending a Legacy System.

Exhibitor Showcase

Exhibitor forum for informing utility personnel about their products and services and client success stories.