May 2, 2019
Jenise Osani,Interim Managing DirectorMarketing, Communications and Community Relations
Welcome
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• Established 1923• 2nd largest municipal in Florida, 14th largest
in the U.S. • Electricity, water, chilled water, lighting,
solar • 400,000 accounts• Territory
• Orlando• St. Cloud• Unincorporated Orange and Osceola counties
About OUC – The Reliable One
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Ranked Most Reliable
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• Customers want more control over their energy:
• Cost• Resiliency• Green
• Technology advancements make it possible
Customers Have Been Driving Change
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• Solar
• Storage
• Microgrids
• Electric vehicles
• Home energy management systems
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The Energy Future
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The Reliable OneAnd Sustainable, Too.
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By 2020, we’ll increase our solar portfolio six-fold.
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Electric Guest Car Drive
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Expectations Have Changed
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ME = My Experience
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Click and Track
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From Your Wrist
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• Converted to Digital Meters
• Redesigned Web• Self-service features• Mobile first (responsive
design)
• Upgraded IVR• Self-service features
• Closed OUC walk-in centers
• Added more third-party payment options
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2013: Projects Key to Optimizing the Customer Experience
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Usage Dashboard & Power Pass
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Outage SMS Reporting & Alerts
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Building on DataData
AMI
Rebates
Billing
Programs
Pre Pay
Behavior
Electrification
Analytics
Targeted Marketing
Predictive Value Add
Segmentation
Low Income Bundled Programs
Smart City
Data
Programs & Products
Analytics
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Irrigation Insight
Address Landscape (acres)
Irrigation usage
(Kgal/M)
Kgal per Irrigation
event
Number of irrigation
events a M
SJWMD rec.
(Kgal/M)
% of rec.
Irrigation cost ($/M)
Savings (Kgal/M)
Savings ($/M)
House 1 0.30 49.35 5.09 9.69 36.60 135% 163.90 12.75 67.58House 2 0.29 36.16 4.92 7.35 35.38 102% 93.99 0.78 4.13
Differences 0.01 13.19 0.17 2.35 1.22 33% 69.91 11.97 63.44
House 1 House 2 – grass looks better, 63/month saving
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Communicating to Customers
1 = date of notice, 2 = date of scheduled audit, 3 = work done
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STRATEGIC PLANMission, Vision, Values
Align and BalanceInternalCulture
WHAT CUSTOMERS WANTCustomer Research, Trends
WHAT WE CAN DELIVERSWOT Analysis, Organizational Readiness
REVISE PLANFinalize Focus Areas
CUSTOMER EXPERIENCE ACTION PLAN
CustomerExpectations
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Keep in Mind: Technology & Systems
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Keep in Mind: Riding the Data Wave
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Create Value with Information & Transparency
Blue Sky
1Outage
Reported
2Crews
Dispatched
3Crews Enroute 4
CrewsWorking
5RestorationComplete
OUC – The Reliable OneCrew OPS-405 is on the way!
OUC STORM TRACKER1
AssessingDamage
2PriorityRepairs
3Major Circuit
Repairs
4Large
Repairs
5Isolated
Restorations
OUC – The Reliable OneCircuit 2-15 in Pine Hills being repaired!
INDIVIDUAL INFORMATION SYSTEM INFORMATION
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Watch for It
Jenise Osani
Thanks
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