EBPP

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EBPP

• Dominion Resources Services, Inc.
• Nita Vaughan
• Manager Customer Payments and Electronic Strategy

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Todays Discussion

• Dominion Resources Who Are We?
• EBPP
• Where have we been?
• Customer data
• Where are we going?
• How do we get there?
• Payment Processing Strategy

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About Dominion

• Headquarters in Richmond, VA
• 17,400 Employees
• NYSE D
• More than 450,000 Shareholders
• 8 billion in annual revenue
• 2.4 million franchise
• electric retail customer
• accounts in VA and NC
• 1.7 million natural gas
• customers in Ohio, PA and WV
• 1.6 million unregulated
• retail customer accounts

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The History of EBPPat Dominion

• 1999 - distribution solution
• 2002 - added biller direct solution
• 2007 - eBill savings reached over 1.6M
  (postage, paper, lockbox processing)
• To Date - 470,000 eBill customers
• 14.7 of customer base
• Achieved - 65 through biller direct
• 35 through distribution

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Internet eBill Adoption Rate
eBill Adoption
Growth Rate of 54
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Payments by Source
Electronic Payments
Growth Rate of 33
Approximately 42.5 Million Payments Dominion ARCs
approximately 82 of paper payments Approximately
.002 of our customers have opted out of ARC
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Dominions Payment MixResidential compared to
Non-Residential
Electronic 19
Electronic 43
Residential
Non - Residential
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Dominions Payment MixResidential compared to
Non-Residential
Non-Residential 9
Non-Residential 49
Residential 91
Residential 51
Total Payment
Total Dollars
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EBill Adoption Increases
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Bank Draft Adoption Increases
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What is Dominion Doing?

• Renewed Focus on EBPP
• Retention
• Perfect our business processes
• Collect customer intelligence
• Survey customers at time of de-enrollment
• Offer a positive customer experience

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Ebill Drops on Active Accounts
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Ebill Drops on Finaled Accounts
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What is Dominion Doing?

• Renewed Focus on EBPP
• Increase New Enrollments
• Dedicated IT Resources
• Collect Customer Intelligence
• Offer New Programs
• Marketing
• eGroup Billing Solution
• B2B
• The customer needs translation software
• Purchase the software
• Vendor options
• Biller provides the solution
• What does the customer want?
• Ability to update their accounting systems
• Consumption data
• Low Cost
• What else?

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Questions?
Contact Information Nita Vaughan Manager,
Customer Payments and Electronic
Strategy Nita.Vaughan_at_Dom.com Office
804-771-4671