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beyond its intended audience.

Customer Self Service and Oracle Utilities RoadmapThursday, March 5, 2020

8:30am-9:30am

Our Presenters

CHRIS BOEKEChief Customer Officer

Our Presenters

MARK LAWLERChief Information Officer

Services: Electric, Water, Wastewater Total Customers: 115KElectric Smart Meters: 80K+ Water Smart Meters : 95K+Population: 205,000; 6th largest in NCDemographics: Large Military PopulationGeography: Service territory located about 80 miles west from the North Carolina coastLargest Municipal Electric Utility in NC

PWC Technology Footprint

Fayetteville PWC ePortal & App

What's next for FPWC

Self Service ChallengesAgenda

Discussion

PWC Enterprise and Customer Experience History

5

2014

2013 2015 2019

Went Live with Oracle ERP, EPM, BI and WAM

2018 2020

2021

Went Live with Oracle CIS, MDM and previous Customer Self Service Portal

o Stabilization

o Application Support outsourced

Milestone Self Service Portal Implemented (Oct 2018)o EBPPo Proactive Alerts and Notificationso Service Requestso Usage Graphso Programs and Enrollments

Previous Self Service ChallengesO

RIGI

N • Lack of vendor support

• Not adaptable to changes in business process

• Part of CIS project CON

TEN

T • Inflexible to add new functionality

• Unable to update content easily

• Difficult to promote new programs

DESI

GN

• Expand self-service capabilities

• Build payment integration

• Become mobile-friendly

• Build a modern usable UI

• What does the customer want?

SSO for multiple vendor services

Responsive design Configurable Scalable Integrated with

Payment Processor

Let’s Address those CX Challenges

• PWC needed a modern web-based, single sign-on customer self-service portal

• Also support enhanced utility customer service with data analytics.• Give the customer mobility

PWC Enterprise and Customer Experience History

8

2014

2013 2015 2019

Went Live with Oracle ERP, EPM, BI and WAM

2018 2020

2021

Went Live with Oracle CIS, MDM and previous Customer Self Service Portal

o Stabilization

o Application Support outsourced

Milestone Self Service Portal Implemented (Oct 2018)o EBPPo Proactive Alerts and Notificationso Service Requestso Usage Graphso Programs and Enrollments

o New IVRo TOU Rates Implemented and MDM

integrated to ePortalo Apple/Android Self Service App

deployed

PWC Customer Portal

PWC Customer Portal – TOU Calculator

PWC Customer Portal

Mobile is the preferred channel

PWC Mobile App

PWC Mobile App

Self-Service Adoption statistics

o 26% of our Customer base is registered

o Over 1,000,000 Logins since go liveo Almost 1,000,000 payments received via self

service – tripling our online payments

Call Deflection:o Nearly 11,000 Service Orders processed via

self serviceo Auto Pay enrollments increased significantly

and trending upwards

Opportunities:o OMS Integration – will increase registrationo eBill Promotion – will drive enrollmentso Data Governance and re-analyzing data and

benefits/KPI’s on improvements

PWC Enterprise and Customer Experience History

16

2014

2013 2015 2019

Went Live with Oracle ERP, EPM, BI and WAM

2018 2020

2021

Went Live with Oracle CIS, MDM and previous Customer Self Service Portal

o Stabilization

o Application Support outsourced

Milestone Self Service Portal Implemented (Oct 2018)o EBPPo Proactive Alerts and Notificationso Service Requestso Usage Graphso Programs and Enrollments

o New IVRo TOU Rates Implemented and MDM

integrated to ePortalo Apple/Android Self Service App

deployed

o OMS Integration - Maps

o Supplier/Procurement

o CC&B/MDM to C2M

o Data Governance

o WAM/MWM?

o EBS - HCM

o APP enhancements

o EBS Strategy

NEXT STEPS: Perform targeted assessments, action the quick wins Develop a technical strategy that will complement the business strategy (short term vs long term)

New CIO, What To Do With Our Platforms……

Continue to extend the Customer (CX) Strategy – Customer Centric (internal & external)

Leverage the investments in AMI – Advanced metering - C2M – Data Governance & Business Intelligence

Get value out of our Oracle “Platform” investment Simplify and reduce complexity MUST do something – out of support compliance

Complement the application strategy with an Oracle Cloud (SaaS/PaaS) – OCI2

Develop a “Roadmap”… Both a Customer Centric and Technical Focus

Questions