Billing Exceptions For Louisville Gas

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Billing ExceptionsFor Louisville Gas Electric
And Kentucky Utilities/Old Dominion Power
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How do you define billing exceptions?

• Billing exceptions are messages generated by the
  computer during the bill calculation process.
  Some exceptions indicate situations which make it
  impractical or impossible to compute the bill.
  Generally the situations are caused by inaccurate
  data or by the absence of certain required data
  at the time of bill calculation.

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2. How do you categorize what causes them?

• They are categorized by the types as defined in
  the programming that determines what the
  exception is.

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Some LGE Exceptions

• IncreaseDecrease
• Inactive With Consumption
• Usage Out Of Range
• No Usage

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Some LGE Exceptions

• Blank Display
• Step Down
• Consumption Exceeds Max Hi Limit

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Some LGE Exceptions

• Changed Index
• Damaged
• Damaged Index
• Dirty Meter Glass

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Some LGE Exceptions

• Glass Broken
• Glass Out
• Glass Painted

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Some LGE Exceptions

• Unauthorized Reconnect
• Seal Missing/Broken
• Suspect Tampering
• Meter Upside Down
• Stopped Meter

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Some KU/ODP Exceptions

• Use Dropped Over 25 Notify Meter Lab
• Use Dropped Over 40
• Use Dropped Over 40 From Last Month And Last
  Year

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Some KU/ODP Exceptions

• Calculated Bill Is Unreasonably High
• Power Factor Percent Dropped 25 From Last Month
  And Last Year
• Use Dropped Over 25 From Last Month And Last
  Year Notify Meter Lab

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Some KU/ODP Exceptions

• Zero Used For At Least 6 Months
• Negative KWH Due To Reading Meter No Billed
• Calculated Bill Is Unreasonably Low
• KW is Unreasonably High Compared To History
  Account No Billed

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Some KU/ODP Exceptions

• Turned On Meter On Inactive Account
• Use On Turned Off Meter
• Use On Inactive Meter Upon Removal

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Some KU/ODP Exceptions

• Warning Zero Kw On Active Meter Possible Dead
  Meter
• Warning Zero Use on Active Meter Possible Dead
  Meter
• Zero Off Peak Use On Active Meter Possible Dead
  Meter

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3. How do you measure success in completing them?

• From our cycle targets and our monthly
  performance scorecard
• From customers receiving correct and timely
  billing, (Average days billed for no usage and
  aggressive rereads/field checks)

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3. How do you measure success in completing
them? (contd)

• From our customer satisfaction targets
• From the JD Powers Customer Satisfaction results
  putting us continually in the top 5 over the last
  several years

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3. How do you measure success in completing
them? (contd)

• From walk-in customers at our Service Center
• From phone calls at our call centers
• From our complaint tracking system
• Net cost of Customer Accounting Activities

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4. What are some of your high/low targets for
diverting a bill to your back office?

• At LGE our current high/low targets are if an
  increase is 3 ½ times more than previous or if
  the decrease is more than ½ of the previous it
  will bill but exception out for review.

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4. What are some of your high/low targets for
diverting a bill to your back office? (contd)

• At KU/ODP there is a maximum dollar billing table
  for each bill code. The system compares the
  highest bill for the previous 11 months times
  150 and a maximum dollar amount for that bill
  code. Both of these amounts must be exceeded for
  the account to no bill.

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4. What are some of your high/low targets for
diverting a bill to your back office? (contd)

• At KU/ODP there are also high/low edits based on
  kwh, kw, and power factor percentages that are
  specific to usage (example, customers with usage
  over 10,000 kwh have an error different from
  smaller customers). Comparisons are made to
  last month and/or same month last year

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5. Are you manual or computer based for the
exception correction?

• We are computer based for our corrections.
• We make corrections online then release the bill
  for print.
• Corrections will go through on line and batch
  edits before processing.

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6. What are your scorecard targets for billing
exceptions?

• See next four slides

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