AEP Service Territory AEPS ervice Territory Corporate H eadquarters Pow er Plants 345kV 765kV AEP Texas STATE OFFICES Service territory • Headquarters: Corpus Christi • State office: Austin • Distribution Districts: Abilene, Corpus Christi, Laredo, San Angelo, San Benito PEOPLE • 1,154 AEP Texas employees State office Austin • 69 CRs have completed testing • 25 CRs in testing • 901,000 end-use customers Headquarters Corpus Christi DISTRIBUTION OPERATIONS • Number of End-Use Customers 901,000 • Number of Employees 782 • Asset Line miles 37,567 miles • Square miles of territory 80,200 square miles • Dispatch office Corpus Christi, TX • Call center office Corpus Christi, TX CUSTOMER SERVICES • Number of Employees 333 Competitive Retailer Relations Meter reading Meter Services Customer Services Demand Side Management TRANSMISSION OPERATIONS • Assets Line miles 9,580 miles Texas Organization President and COO AEP Texas Distribution Customer External Regulatory Financial Safety Operations Services Affairs Services Support Mgr Case Budget Region Abilene Competitive Governmental Managers Coordinator Support District Retailer Relations Relations Regulatory Meter Environmental Consultants San Angelo Corpus Christi Revenue Relations District District Operations Community Customer Affairs Services San Benito Laredo District District Corporate Communications DSM Safety Admin Admin Economic Development Other Key Organizations/Employees Within Region Territory - Texas Organization Key Locations Comments Distribution Dispatching Corpus Christi Customer Solution Corpus Christi This call center is the Centers (Call Centers) target center for all Texas customers, but it operates in a virtual center with all others. It is also the bi- lingual center for the system. Transmission Corpus Christi, San Benito, Transmission provides Laredo, San Angelo, substation, engineering Abilene, Victoria, Uvalde, and transmission line Pharr services across the territory Shared Services- General Corpus Christi, Harlingen, Fleet, building services and Services, HR(field) & Laredo, San Angelo, supply chain are widely Supply Chain Abilene, Kingsville, Pharr distributed to meet the needs of the field organization, HR is in Corpus and Abilene Competitive Retailer Relations Job N. Observations 539 SiteCarancahua A Tool to Improve Your Safety Christi, TX CorpusCulture Competitive Retailer Relations Jeff Stracener Manager, CRR Melinda Earnest Staff Associate Jacinta Albrecht Matt Gerick Jim Purdy Credit Specialist Account Executive Supv., Mrkt Transactions Kelly Lassig Account Executive Rita Cardenas Cheryl Franklin Market Specialist Market Specialist Glenda Staley Account Executive Robert Cavazos Cindy Juarez Market Specialist Market Specialist Bill Cranford Don Lewis Market Specialist Market Specialist Belinda Ybarra Market Specialist Competitive Retailer Survey Compliments • ESID Inquiries • Safety Net Move-in Requests Job Site Observations • Being Concerned and Caring • Treating You as a Valued Customer A Tool to Improve Your Safety Culture Competitive Retailer Survey Needs Improvement • Being Easy to Reach • Promptness of Response Job Site Observations • Dispute Resolution A Center Effectiveness • Call Tool to Improve Your Safety Culture Competitive Retailer Relations Market Specialists What do we do? Respond to CR issues and inquiries received by: •Email •Phone Job Site Observations •Fas Traks •Rejects A Tool to Improve Your Safety •PUCT Complaints Culture •Respond to internal inquiries •Assist in development of AEP business processes Competitive Retailer Relations Market Specialists How Can We Be Reached? Email: crrtx@AEP.com Job Site Observations Our Goal acknowledge receipt of every Safety Our goal is toA Tool to Improve Your email, review and Culture begin any required AEP action by the end of the next business day after receipt and respond with resolution within 5 business days. Competitive Retailer Relations Market Specialists How Can We Be Reached? Phone: 866-237-7722 Job Site Observations A CRR Market Specialist is available on this line Monday through Friday from 8:00 am – 5:00 pm A Tool to Improve Your Safety Central Time (except 12:00 – 1:00) Culture We will respond to voice mail left on this line. Competitive Retailer Relations Market Specialists Fas Trak ERCOT Day to Day Fas Traks are handled by AEP Customer Choice Operations in Columbus, Ohio Job Site Observations A Day to Improve Your Safety Non-ERCOT Toolto Day Fas Traks are handled by CRR Culture DEV Fas Traks are handled by CRR AEP Performance Measures • Job Site Observations •Credit Reconnect: AEP will reconnect service • A Tool to Improve Your Safety Culture within 48 hours of receipt. Every reasonable effort will be made to connect service on day of receipt. •Credit Disconnect: AEP will strive to work on requested date with goal of 95% or greater within 4 business days. •Street Light Repair: AEP will complete repairs within 5 business days of being notified or provide credit allowance to customer account. •Outdoor Light Repair: AEP will complete Job Site Observations repairs within 15 calendar days of being A Tool to Improve Your Safety reported or provide credit allowance to Culture customer account. •Move Ins for accounts with existing meters: AEP will complete all move in requests within 2 business days of scheduled date unless an extension is necessitated by circumstance requiring Customer resolution Site Observations Jobprotocols. AEP makes every per market A Tool to Improve Your Safety effort to connect new services on requested Culture date. •Move Ins Requiring New Meter Install: Upon receipt of a move in requiring meter installation, AEP will add 10 calendar days to request date and provide scheduled date to market. Job Site Observations Request is routed to field on the initial A Tool to Improve Your Safety request date to allow time for any Culture customer or TDSP construction requirements to be fulfilled. •Move Outs: AEP’s goal is to complete on requested date with no orders taking more than 5 business days to complete. •Switches (off-cycle): Will be completed within 2 business days of scheduled date. Job Site Observations A Tool to Improve Your Safety •Meter Reads: AEP’s target is to provide Culture actual reads on 97% or greater for every customer class. •Meter Tests: Meter tests will be completed within 10 business days upon notification. •Meter Re-reads: AEP strives to complete these in an expeditious fashion although this order type is not as high priority as others. Job Site Observations •PUCT Complaints: AEP Yourinvestigate A Tool to Improve shall Safety and respond to PUCT complaints within 21 Culture calendar days as required in Substantive Rule §25.30. Competitive Retailer Workshop Energy Efficiency Programs October 21, 2004 Energy Efficiency Policy PURA §39.905/§ SR 25.181 • PURA 39.905 – “…electric utilities will administer energy savings incentive programs…” • “…Market-neutral, non-discriminatory standard offer programs or limited, targeted market transformation programs…” • “…incentives sufficient…to acquire additional cost- effective energy efficiency equivalent to at least 10% of annual load growth in demand…by Jan. 1, 2004.” Energy Efficiency Policy PURA §39.905/§ SR 25.181 • Programs to be implemented through Retail Electric Providers (REPS) and Energy Efficiency Service Providers (EESPs). • Programs are available to all customers, in all customer classes. – Large Commercial & Industrial customers with maximum demand of 100kw and above. – Small Commercial & Residential customers with maximum demand less than 100kw – Hard-to-reach, Low-income customers 200% below federal poverty level. • Programs are designed to reduce system peak demand, energy consumption and energy costs. Incentive Payments • Under a standard offer program, all incentives are paid directly to the project sponsor, not the customer. • The project sponsor is not required to pass any incentive payment to customer. • PUCT requires that the project sponsor disclose that incentives are being made available to the Project Sponsor “through a ratepayer-funded program, manufacturers, or other entities.” Typical Project Sponsors • National energy efficiency services providers • A/C dealers • Insulation contractors • Not-for-profit housing agencies • Lighting contractors • Retail energy companies • No project sponsor can receive more than 20% of any program’s incentive budget. Standard Offer Program (SOP) Format • A Fixed Price per kW and kWh. • A “standard” contract. • Funds available on First Come, First Served basis each year. • Project Sponsor develops and submits project to Utility. Standard Offer Programs at AEP • Small Commercial and Residential SOP • Hard-To-Reach SOP • Commercial and Industrial SOP • Energy Efficiency Improvement SOP Small Commercial & Residential SOP • Targets residential and non-residential customers with maximum demands that are under 100 kW. • Provides incentives for the installation of a wide range of measures paid to Project Sponsors on the basis of deemed savings, which are standardized savings values. • Comprehensive projects are encouraged. Lighting savings limited to 65% of each project. • Retrofit applications only. Hard-To-Reach SOP • Residential customers with household incomes at or below 200% of Federal Poverty Guidelines. • Each household must be assessed to determine prioritization of energy efficiency measures to be installed. • Some measures, such as compact fluorescent lamps and showerheads, are only eligible under this program. • Retrofit applications only. Commercial and Industrial SOP • Targets non-residential customers with maximum demands that exceed 100 kW. • Each project must reduce a minimum of 10 kW during the summer peak period. • Comprehensive projects are encouraged. Lighting savings limited to 65% of each project. • New construction and retrofit applications. Energy Efficiency Improvement SOP • Provides financial assistance to the Not-for-Profit organizations serving Hard-to-Reach customers. • Funding is for energy efficiency improvements in the administration facilities of these organizations. • These improvements should reduce the organization’s operating costs by making the buildings they occupy more energy efficient. Utility Web Sites • www.AEPefficiency.com – pages for customers and project sponsors – FAQs – Program contacts and links – Has lists of participating project sponsors • www.texasefficiency.com – links to all utility energy efficiency web pages – links to PUCT web site In Summary For More Information about Energy Efficiency Programs www.AEPefficiency.com www.texasefficiency.com Problem Lights Out and The Customer is Home Solutions • Call Outage Notification Number: 1-866-223-8505 •Report the Outage via the Internet Who can report an outage? Competitive Retailer or Customer Where do you go? www.aeptexas.com Critical Load Provider Handbook Page 36 Critical Load Critical Care Special Needs Ill and Disabled Other Terms? CPR 25.52(c)(1) Critical loads — Loads for which electric service is considered crucial for the protection or maintenance of public safety; including but not limited to hospitals, police stations, fire stations, critical water and wastewater facilities, and customers with special in- house life-sustaining equipment. AEP’s Critical Load Initiative August 2004 • Apply Critical Load Definition • Determine Customer Categories • Identify Premises in the Field • Flag Critical Load Public Safety Customers • Send list to CRs Customer Categories • Hospitals • Police Stations • Streetlights • Railroad Crossings • Homeland Security Related Accounts • Public Shelters • Prisons • Federal Aviation Administration Disconnect Orders • If AEP receives either a MVO or DNP, the order will be completed unexecutable • A13 code with text Critical Load or Public Utility for MVO • Pursue change of Code to V002 for DNP How can I pursue disconnecting a Critical Load Account? • Contact CRR Account Manager • Email crrtx@AEP.com • Call CRR Hotline 1-866-237-7722 • AEP will evaluate feasibility of disconnect • Disconnect orders will receive “Special Handling” What if . . . Customer or CR believes a premise is critical load and it is not designated as Critical Load by AEP? Contact AEP • Email crrtx@AEP.com with Subject Line “Critical Load” • Provide ESID • Provide Reason for Critical Load • AEP will investigate the premise • AEP will Respond with Premise’s Final Designation to CR Annual Critical Care and Load Communication • Initial communication August 2004 • Going forward a list will be sent every November • Return your list with each “Critical Care” ESID marked either “Agree” or “Remove” by December 31. Critical Load is for your information. Payment Processing October 21, 2004 Job Site Observations A Tool to Improve Your Safety Culture Delays to Payment Processing Information in the payments and details should match for payment to automatically process to prevent manual processing and potential late fees. There are 6 common errors which cause the automatic “matching” of the payment with the detail to fail. Job Site Observations A Tool to Improve Your Safety Culture Issue 1 Location of DUNS# & Trace # Confusion about the difference between the Addenda/OBI field and the trace number results in unmatched payments/detail. The addenda on an ACH or OBI on a wire actually contains both the DUNS# and trace#. Job Site Observations Often CR’s refer to the Trace # as the entire string used A Tool to Improve the trace # is in the addenda/OBI field, whenYour Safetyactually Culture only the portion that starts in position 16. Only the actual trace will be placed in the TRN02 on the detail 820-02 since the DUNS is placed in the N104. Incorrect Example Payment is correct but trace on detail 820 is incorrect Addenda/OBI on payment 123456789000000AEPTN20041001A |------DUNS#-------|------Trace #------| Job Site Observations A Tool to Improve Your Safety Culture Detail 820_02 N104 (DUNS) 123456789000000 TRN02 ( Trace) 123456789000000AEPTN20041001A Correct Example Addenda/OBI or payment 123456789000000AEPTN20041001A |------DUNS#-------|------Trace #------| Job Site Observations Detail 820_02 Correct A 123456789000000 N104 (DUNS) Tool to Improve Your Safety TRN02 (Trace) AEPTN20041001A Culture Issue 2 Dollar amounts don’t match Dollar amount of the wire/ACH payment does not match the amount of the 820_02 Remittance advice Job Site Observations A Tool to Improve Your Safety Culture Issue 3 Detail differences On the detail 820_02 remittance advice, the sum of the amount on the detail lines (RMR04) does not equal the amount on the header (BPR02). Job Site Observations A Tool to Improve Your Safety Culture Example Header BPR02 $100.00 Invoice 94X111 $50.00 ( RMR04) Invoice 94X222 $25.00 ( RMR04) Job Site Observations A Tool to Improve Your Safety CR must correct and resend Culture Issue 4 Wrong bank account/wrong TDSP on detail Example Job Site Observations Detail 820_02 sent using AEPTX Central DUNS but sent to to Improve Your Safety payment is A Tool the bank account for AEPTX North Culture Issue 5 Duplicate or invalid trace numbers Trace # must be unique and duplicates are not allowed AEP can not accept duplicate trace numbers to be used for AEP TX Central & AEP TX North. Special characters and spaces are not to be used in the Job Site Observations trace # Trace #A Tool to Improve Your the on payment should match the trace on detail 820_02 remittance advice Safety Culture Issue 6 Payment & detail not sent Detail 820_02 remittance advice is sent but the not the payment. Payment is sent but not the detail 820_02 Guidelines state no more than a five day difference between the payment and detail. Many cases of several weeks or a month difference Job Site Observations Late Payment Charges are accessed if both pieces are A Tool to Improve Your not received and matched by due date Safety Culture Conclusion Duns# and Trace # must be used properly in detail 820_02 remittance advice and payment. Amounts on detail 820_02 remittance advice and payment must be the same. AEP needs to have 2 contacts within your company so Job Site Observations that when issues arise, we know who to work with. A Tool to Improve Your Late Payment Charges are accessed if payments are not Safety date received and matched by due Culture Safety Net Process Definition: Safety Net Connect/Move-in is a manual work-around process used by Retail Electric Providers in the Texas Retail Electric Market. Purpose: To insure that a customer receives electric service in a timely manner. Job Site Observations A Tool to Improve Your Safety Culture Routine Safety Net Connects 1.)Routine Connect: If a request order is received (2) two days in advance of the request date, a routine connect fee will apply. Monday through Friday (8:00 a.m. - 5 p.m.), excluding holidays is considered to be normal operating hours. Job Site Observations Fees: Residential/Small Commercial-$25.00 A Tool to Improve Your Safety Large Commercial/Industrial with CT Rated Meter-$170.00 Culture Routine Safety Net E-mail Standard subject lines for Safety Net E-mail Requests sent by REP to AEP: [REP Name]-Safety Net-[Date Requested] Job Site Observations E-mail addresses:aepbaoorders@AEP.com with cc: A crrtx@AEP.comTool to Improve Your Safety Culture Priority Safety Net Connects 2.)Priority Connect: Priority Safety Net Spreadsheets are received until 5 p.m. Connects received with request date same day or next day, the Priority Fee will apply. Request date same day must be received by 3 p.m. Job Site Observations Fees:Residential/Small Commercial-$40.00 A Tool to Improve Your Safety Large Commercial/Industrial with CT Rated Meters-$300.00 Culture Priority Safety Net E-mail Standard subject lines for Priority Safety Net E-mails sent by REP to AEP: [REP Name]-Safety Net-Priority-[Date Requested] Job Site Observations E-mail addresses:aepbaoorders@AEP.com with cc: A crrtx@AEP.comTool to Improve Your Safety Culture Safety Net Process Spreadsheet The following information is listed on CR Request Form: 1.)ESI* 8.)DUNS Number* 2.)Customer Contact Name* 9.)CR Name* 3.)Customer Contact Phone* 10.)MVI Request Date* 4.)Street Address* 11.)Critical Care Flag Job Site Observations 5.)Apartment Number* 12.)BGN02* 13.)Notes/Directions 6.)Zip Code* A Tool to Improve Your Safety 7.)City* 14.)REP Reasons for process Culture Required Field * AEP Safety Net Reject E-mail Subject line for Response Format used for rejected ESI Ids: AEP-Safety Net-Response-[Date Requested] Response used for providing status of request sent to CR by AEP. Job Site Observations A Tool to Improve Your Safety Culture AEP Safety Net Reject Spreadsheet The following information is listed on AEP Response Form for rejected ESI IDs: 1.)ESI* 6.)CR Name* 2.)Street Address* 7.)MVI Request Date* 3.)Apartment No.* 8.)BGN02 (optional) 4.)Zip Code*Job Site Observations 9.)AEP Return Code* 5.)City* 10.)Completed Unexecutable A Tool to Improve Your Safety Required Field * Culture Safety Net Reject Codes AEP Return/Rejection Codes: A76 ESI ID invalid or not found API Required information missing PT Permit required 09 Completed unexecutable Job Site Observations A Tool to Improve Your Safety Culture Safety Net Connects for New Installs Note: Safety Net Spreadsheets on New Installs (Perm./Temp. Service). AEP will release the EDI/MVI requirement per CR request. If all other requirements are complete (City/County Permits, etc.), AEP will release the job to be scheduled and worked in the order received. Job Site Observations The CR is responsible for sending a EDI MVI order within A Tool receipt of the Your Safety five (5) days afterto Improve Safety Net Spreadsheet by AEP. Culture AEP Emergency Connect Process Emergency Connect: CR can call a special 24 hour toll free 1 800 number designed to meet the CR’s request for emergency same day connects that meet the emergency definition. Send e-mail with subject line of emergency request to crrtx@AEP.com and enclose spreadsheet. AEP will accept a Emergency Connect call from only authorized CR Representatives. CRs will submit two names per company that can submit the Emergency Connect request. Job Site Observations Fees:Residential/Small Commercial-$40.00 A Tool to Improve Your Safety Culture Large Commercial/Industrial with CT Rated Meters-$300.00 Note:Please contact your AEP Account Manager for details. AEP Emergency Connect Process Definition-Emergency Connects: 1.)Life Support 2.)DN (Disc.) in error 3.)PUCT Complaint 4.)Critical Load (Public Endangerment) Job Site Observations A Tool Connects not Your by AEP: Exceptions-Emergencyto Improve grantedSafety Culture 1.)Orders pending City Permits 2.)Orders requiring construction (UG/OH service/transformers) 3.)Guard/Security Lights Methods to Request Historical Usage • IDR customer can obtain usage via the internet @ http://www.aeptxidr.com/Login.asp • Current CR of Record can request historical usage data through EDI by sending an 814_26 Ad-hoc Historical Usage Request • Setting flag on the 814_01 for Switch or 814_16 for MVI • Manual Ad Hoc Request thru BAO with Proper LOA Current AEP Process/Guidelines • Email requests: email@example.com • Fax number: 1-361-880-6027 • Properly Completed Letter of Authorization (LOA) • List of ESI ID’s • 12 Months provided • Completed within 72 business hours • Free every 6 months • No Process in place to charge New 2005 AEP Process/Guidelines • Email requests: firstname.lastname@example.org • Fax number: 1-361-880-6027 • Properly Completed Letter of Authorization (LOA) • List of ESI ID’s • 12 Months provided • Completed within 72 business hours • Free every 6 months • A Manual Process in place to accommodate Fee Based Requests Fee Based Requests • CR notified of a duplicate request thru normal process (exception listing) • CR will be asked to respond via email • 72 business hr window begins with Email confirmation • Fee will be billed to each CR monthly • Requests will cease if CR is in default • Requests will resume after payment received • 72 business hr window starts from receipt of past due payment Completed Email Notification Your Usage History Request [ID#000xxxxx] has been processed. Due to new market requirements, 12 consecutive months of usage history will be provided on your requests. However, there could be instances where gaps within that 12 month period occur. This would occur when the meter is inactive and no one was billed. Since usage is unavailable, no usage data will be provided for those periods. ESI ID #s which have been noted on the 'Exceptioned' listing as having Interval Data Recorders are, at this time, being routed to our Power Billing Group for processing. If after four days you have not received the Interval data, you will need to followup directly with email@example.com for those ESI ID #s beginning with '100327894' or firstname.lastname@example.org for those ESI ID #s beginning with '102040497'. If you are interested in obtaining historical usage for a fee of $xx.xx per non-IDR ESI ID, please respond via this email identifying the specific ESI ID’s that you are willing to accept the fee on. Your request will be completed within 72 business hrs of receipt of this acknowledgment. If you have any questions or concerns regarding the information please contact us at email@example.com Reasons for LOA Rejects • Duplicate Requests • Lack of Customer Signature • CR/Aggregator signature in lieu of customer’s • LOA has wrong CR/Aggregator name • LOA has no CR/Aggregator name • ESI ID’s missing Note: The 72 hrs begins again on Resubmitted requests September, 2004 Sun Mon Tue Wed Thu Fri Sat 1 2 3 4 For the month Sept 2004 26 25 91 0 5 6 7 8 9 10 11 BAO processed 0 0 60 188 62 64 0 1920 Requests with a 12 13 14 0 118 125 15 41 16 17 67 148 18 0 total of 11,036 ESI ID’s. 19 20 21 22 23 24 25 0 56 166 118 89 100 0 26 27 28 29 30 0 75 105 128 68 Help Us Help You • Attach Addendum ESI ID’s to email • Use excel format • Complete the service address on addendum • Use the BAO generic email box for all requests and follow up questions • IDR requests need to be directed to BAO first AEP Market Data ClearingHouse Transition Project Update Job Site Observations A Tool to Improve Your Safety Culture What is the project’s scope? • Install, test, and operate MDCH software at AEP for all AEP’s Customer Choice States. • Staff and train AEP personnel to operate and Job Site Observations manage AEP’s ClearingHouse. A Tool to Improve Your Safety Culture What is the project’s scope? Basically, the transition project is: – Same MDCH products and services being used today; now they will be operated at AEP. – Same AEP applications and middleware. – Same interface point with AEP systems. Job Site Observations – Changing the physical connectivity point with our market A Tool to Improve Your Safety participants. Culture – Changing who hosts the hardware. What are the major milestones? • Start Transition January 2005 • Complete Hardware Install February 2005 • Complete Software Install March 2005 • Complete Pre-Production Testing July 2005 • Complete Data Center Move August 2005 • Start Transition Operations September 2005 • Complete Transition December 2005 How are CRs impacted? • CRs will see very little impact because this project is primarily a data center move. AEPCH will provide same levels of customer services as MDCH. – 1-800 number to call AEPCH Operations – Direct email address to AEPCH Operations – AEPCH Operations bulletins issued as necessary • AEP and our trading partners will conduct connectivity testing in August or September 2005 as the physical Job Site Observations connection point addresses are changing. A Tool to Improve Your Safety • No additional external testing or coordination is required as Culture the same MDCH products and AEP back-end applications are being used. • AEP Account Executives will provide updates keyed around the milestones.
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