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Schedule At-a-Glance (As of 2/3/2019) Please note: This schedule is subject to change. A final conference agenda will be distributed to all attendees upon onsite registration.

T U E S D A Y March 19, 2019

W E D N E S D A Y March 20, 2019

T H U R S D A Y March 21, 2019

7:30am – 8:30am Continental Breakfast Continental Breakfast

8:30am – 9:30am Opening Ceremonies Keynote Address

Breakout Sessions & Training

9:45am – 10:45am Breakout Sessions & Training

Breakout Sessions & Training

11:00am – 12:00pm Breakout Sessions & Training

Breakout Sessions & Training

Conference Ends

12:00pm – 1:00pm Buffet Lunch

1:00pm – 2:00pm Breakout Sessions & Training

2:15pm – 3:15pm Breakout Sessions & Training

3:30pm – 4:30pm Breakout Sessions & Training

EVENING

ACTIVITIES

OUUG Conference Registration Atrium Foyer

Hyatt Regency Austin 5:00pm – 7:00pm

Vendor Night Welcome Reception & Expo

5:00pm – 7:30pm Zilker Ballroom 1

st Floor

Maggie Mae’s / Sixth Street Offsite Social Event

Coach transportation provided each way;

purchase guest tickets at www.OUUG.org.

Casual, layered attire Buses leave at 5:30pm

from Event Hotel

Preliminary OUUG

CCB Conference

Schedule 2019

Tuesday, March 19, 2019 OUUG Conference Attendee Registration 5:00pm – 7:00pm Zilker Atrium Foyer 1

st Floor – Hyatt Regency Austin

Vendor Night Welcome Reception & Expo 5:00pm – 7:30pm Zilker Ballroom 1

st Floor – Hyatt Regency Austin

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Tuesday, March 19 Hyatt Regency Austin 5:00pm – 7:00pm OUUG Conference Registration Zilker Atrium Foyer All attendees must register; limited registration on Wednesday morning 5:00pm – 8:00pm Vendor Night Welcome Reception & Expo (All product communities welcome) Zilker Ballroom 1

st Floor Presented by OUUG Platinum Sponsors

Wednesday, March 20 Hyatt Regency Austin 7:30am – 8:30am Continental Breakfast 7:30am – 8:15am Last Minute OUUG Registrations 8:30am – 9:30am Opening Welcome Ceremony (All Oracle Utilities product user communities) Zilker Ballroom 1

st Floor OUUG Excellence Awards

Keynote Address: Erika Walker Vice President of Information Technology & Chief Information and Security Officer for Nashville Electric Service (NES) Ms. Walker is leading a four-year technology conversion that began in January 2018, moving legacy systems for customer information, work & asset management, HR and financials to the Oracle Cloud and Utility Suites. She is responsible for the corporate IT network, telecomm and information security, overseeing a team of approximately 85 IT professionals. Erika has been with NES since 2016 after working for over 20 years in the IT project and IT Audit professions.

9:30am – 9:45am BREAK

9:45am – 10:45am CC&B User Planning Committee Welcome & Oracle Roadmaps Texas 1/2

nd Floor Blanca Barajas, Las Vegas Valley Water District

Hung Nguyen, Oracle Utilities

11:00am – 12:00pm Breakout Sessions Texas 2/2

nd Floor Session 1 – Successful Billing, Payments & Revenue Collection through Out-of-the-Box

Oracle CC&B Integration: The York Water Company is the oldest investor-owned utility in the United States serving more than 66,000 residential, commercial, and industrial customers. A user of both Paymentus and Oracle CC&B, York Water will explore how they have benefitted from the partnership and tight, bidirectional real-time integration between both organizations to achieve operational efficiencies, improved revenue collection, and maximum security and PCI compliance. Vernon Bracey, Vice President of Customer Service, The York Water Company Nicole Haskins, Paymentus

Texas 4/2

nd Floor Session 2 – Case Study: City of Escondido’s Journey to Successful Online Payment

Processing: Less than four years ago the City of Escondido was utilizing a home grown web payment portal for customer Utility Billing payments. As the City was moving to the Oracle CC&B system, they were required by PCI Compliance Standards to seek a third- party payment processor to handle all web payments. The chosen vendor and the resulting portal were a great disappointment and poorly received by Utility Billing customers. Within two years, the City completed a formal RFP process and went live with the selected vendor, Invoice Cloud. Learn how the City prepared for and found an improved solution to host online Utility Bill payments, providing customers with expanded payment choices, better notification and a vastly improved customer experience. Jeannette Martinet, Programmer/Analyst, City of Escondido Maggie DelRose, Invoice Cloud

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Wednesday, March 20 – Continued

11:00am – 12:00pm Breakout Sessions Hill Country B/1

st Floor Education Pavilion - Understanding Functional Differences between CC&B and C2M

CUSTOMER ATTENDANCE ONLY for this hands-on Training Class; registration

required online at www.OUUG.org (no partners please); limited to 24 students. Currently running CC&B and considering moving to C2M? In this training session, you’ll learn some of the key differences in the functionality of these two products, including how each system handles service orders, as well as C2M’s expanded VEE capabilities. Oracle-certified instructor Kimberly Williams, Red Clay Consulting

12:00pm – 1:00pm BUFFET LUNCH/Zilker Terrace, Zilker 4, Marker 10 & Patio

1:00pm – 2:00pm Breakout Sessions: Texas 1/2

nd Floor Session 1 – CLOUD Multi-System Replacement is a Reality at City of Lubbock Utilities:

Utilities across the country are expanding the monitoring of energy flow and customer utilization. Customers are more actively involved in managing usage and need the tools to support this. City of Lubbock Utilities wanted to modernize their core systems (CIS) and add AMI and MDM to support these customer requirements. During this session, we will discuss the planning process, the decision to utilize cloud and the advantages that are expected when this project and related integration is complete. Jamie Cook, Customer Service and Billing Manager, City of Lubbock Utilities Debra Ardoline, TMG Consulting

Texas 2/2

nd Floor Session 2 – Beyond Implementation: Assessing the ROI and Benefits of a Meter-to-

Cash Solution Implementation 1 Year After Go-Live: On September 5, 2017, Modesto Irrigation District (MID) went live with a comprehensive Oracle Utilities solution. MID implemented Oracle CC&B 2.5, MDM 2.1, CSS 2.1 and Origin’s MobileLite. MID will look back at the Business Objectives that were submitted as justification for the project and explore the realized benefits and how to truly measure success, one year removed from go-live. Joann Rowe, IT Applications Supervisor; Michelle Morales, Customer Service Business Process Specialist & Donna O'Brien, CIS Business Programmer Analyst, Modesto Irrigation District Robert Thomas, Origin Consulting

Texas 4/2

nd Floor Session 3 –Process Improvement Analytics - Case Studies in Self-Service Meter-to-

Cash: Learn how two utilities have improved data governance, developed meaningful Key Performance Indicators (KPIs), and empowered business users with cost effective, real-time analytics tools. Examples will include customer care, billing accuracy/revenue recovery, field work, and customer self-service. We all know that CC&B’s seemingly infinite configuration flexibility is both a benefit and a challenge when it comes to delivering consistent and dependable management reports. From detecting well-hidden bill anomalies to identifying root causes of customer escalations, to field activity and “to do” performance, hear about tips and tricks developed to keep reports “evergreen” as configuration is updated and service level targets are refined. Also hear about process improvement insights using “click-by-click” data of the CC&B users, merged with real-time machine transaction information. This automated deep dive analysis quickly and continuously uncovers training, process and application opportunities, and can predict cost savings and reduction in customer-facing errors. Karen Sasic, Director of Billing & Regulatory Relations, Utilities, Inc. Maryann Walsh Wolff, Intoollect

2:00pm – 2:15pm BREAK

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Wednesday, March 20 – Continued

2:15pm – 3:15pm Breakout Sessions: Texas 1/2

nd Floor Session 1 – South Jersey Industries - Meridian keepTRAC Web Self-Service Customer

Engagement Portal: South Jersey Industries will share their experience in partnering with Meridian Integration to replace their existing web self-service portal with Meridian's keepTRAC customer engagement platform, which is tightly integrated with CC&B, as well as with multiple payment processing vendors. A demonstration of the platform will be included in this presentation. Josephine Sassano, Manager Information Technology, South Jersey Industries Dustin Theilacker, Meridian Integration

Texas 2/2

nd Floor Session 2 – One CIS Project Transformation: KCP&L implemented the One CIS project

May 2018 which was much more involved and complex than a normal CIS Customer Care and Billing (CCB) implementation. It included implementation and integration to new Customer Self Service Web Portals, Customer Relationship Manager (CRM), Marketing Automation Platform (MAP), Knowledge Management Tool (KMT), Service Order Management (SOM) and integration to Meter Data Management (MDM), Outage Device Management (ODM), Mobile (PCAD), Network Management System (NMS) and over 55 other integrations with involvement from 25 vendors. KCP&L will discuss our business drivers and share our journey on the One CIS solution project execution and implementation. We will discuss issues experienced and how they were resolved and key factors for project success. Lois Stark, Senior Manager IT Customer Systems Support, Evergy (KCP&L)

Gail Allen, Senior Manager Customer Intelligence, Evergy (KCP&L) Texas 4/2

nd Floor Session 3 – CC&B Stabilization - Life After Go-Live: Even well-implemented CIS

programs can disrupt your meter-to-cash continuum and present unforeseen risks to both your revenues and your customers. Fortunately, a well-planned stabilization strategy can help Billing / Revenue Managers accurately assess risks and their organization’s ability to mitigate them. Proven CC&B stabilization methodologies can further empower you to identify the subject matter expertise, training, and human capital necessary to ensure operational stability within your post-implementation environment. Jeff Johnson, Director of Customer Service – Revenue, Arizona Public Service Edward Drager, Sure Power Consulting

3:15pm – 3:30pm BREAK

3:30pm – 4:30pm Breakout Sessions: Texas 1/2

nd Floor Session 1 – Lessons Learned in 2.6.0.1 Implementation:

Technical vs. Functional Go-Lives Agile maintenance methodology for CC&B going forward Minimum Viable Product Maintaining your Application so you aren’t in a version sunset situation like CoR was

in at project beginning, move forward incrementally to prevent Quarterly deployments to more rapidly manage ROI Maintaining a list of customizations to help with upgrades (use our list as an

example) Share the upgrade experience from CC&B 2.2 to CC&B 2.6 (SP1); what worked, what

didn't and how we worked through various challenges of resources, time, technology, and recommendations for users considering the upgrade.

Nikki Evans, City of Raleigh Public Utilities, City of Raleigh Public Utilities Kevin McCaslin, Utility Solutions Partners

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Wednesday, March 20 – Continued

3:30pm – 4:30pm Breakout Sessions: Texas 2/2

nd Floor Session 2 – Improvements & Efficiencies After Implementation/Louisville Water

Company: Discussion of improvements and efficiencies implemented after Louisville Water Company’s (LWC) go-live including our Premise Portal connected to GIS (connecting to PVA), efficiencies in LWC’s customer contacts, nightly batch processes, etc. Tonya Taylor, Manager of Business Operations, Louisville Water Company

5:30pm Buses Depart AN EVENING AT THE ICONIC 6

th STREET MAGGIE MAE’S!

6:00pm – 8:30pm JUST ADDED: Featured on the rooftop stage…Country Music Association International CMA’s New Country Band of the Year 2015, Barbwire! Thank you Red Clay Consulting for underwriting the band!

Following the conference day, attendees will be delivered by coach to the iconic Maggie Mae’s. Established in 1978, it’s the epitome of all things Austin. With over 7 bars, 3 stages, multiple floors/venues, a world-class rooftop bar, this is Austin’s premier 6

th

Street destination. And be sure to visit the Gibson room…the epicenter of cool. With one of a kind Gibson Guitars, tons of rock and roll anthology on the walls and floors, a stage fully set for eccentric musicians and a posh bar stocked full of local craft beer and spirits….it’s no wonder Maggie Mae’s is an Austin must-see!

Guests will enjoy regional appetizer stations, a hosted bar and the opportunity to roam the multi-story, 15,000 square foot venue which includes the Courtyard Bar, Legacy Lounge and the Rooftop Deck to enjoy views of the city skyline. Transportation provided to/from the event location & hotel. Wristband Required for Admittance; casual attire. Guests welcomed with a Guest/Spouse registration (purchased during the online OUUG registration process or at Registration Desk). Hosted by Enterprise Solutions Consulting, HexStream, Origin Consulting, Red Clay Consulting, TMG Consulting & Triniti Consulting

Thursday, March 21 Hyatt Regency Austin 7:30am – 8:30am Continental Breakfast 8:30am – 9:30am Breakout Sessions: Texas 1/2

nd Floor GENERAL SESSION/All Product Groups Welcome – Oracle Utilities Analytics OUA Panel

Discussion: With exponential growth in volumes and sources of data, utilities have an ever-expanding opportunity to derive value from that data to support data-driven decisions across the business. Learn how industry-leading utilities are using Oracle Utilities Analytics (OUA) to deliver utility-focused analytics on a world-class technology platform to provide real-time, actionable insight. Duke Energy, Con Edison, San Diego Gas & Electric & HexStream

Texas 2/2

nd Floor Session 2 – Upgrading from CC&B 2.2 to 2.6SP1: Share the upgrade experience from

CC&B 2.2 to CC&B 2.6 (SP1). We’ll discuss what worked, what didn't and how we worked through various challenges of resources, time, technology, and recommendations for users considering the upgrade. Yvonne Lara, Customer Service Assistant Manager, Albuquerque Water Authority

9:30am – 9:45am BREAK

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Thursday, March 21 – Continued

9:45am – 10:45 am Breakout Sessions: Texas 1/2

nd Floor Session 1 – Less Comments More Characteristics: To automate a manual process the

data required needs to be transformed from a human-friendly format to a system friendly-format. The current information is entered by users in the comments fields or in adhoc characteristics. These scripts help us to enter better characteristics to be read by scripts to automate the process. Guillermo Vera, Corporate Application Specialist, JEA

Texas 2/2

nd Floor Session 2 – What To Do About To-Dos: Alliant Energy tackled the tedious task of

resolving how to assign To-Dos in CCB across jurisdictions. Learn about the analysis that Alliant Energy did, our journey in creating a well defined and simplistic way for To-Do assignments, as well as an overview of the end product. Brenda Cowan, Sr. Customer Support Tech. Specialist, Alliant Energy

10:45am – 11:00am BREAK 11:00am – 12:00pm Roundtable Discussion & Closing Texas 1/2

nd Floor CC&B User Planning Committee

12:00pm CONFERENCE ENDS