AWWA Sponsored Webinar: Utilities and Customers Perfect Storm Aging Infrastructure and Aging Population Thursday, October 26, 2017

Transcription

1 Utilities and Customers Perfect Storm Aging Infrastructure and Aging Population AWWA Webinar October 26, 2017 Enhance Your Webinar Experience Close Programs Instant messengers Other programs not in use GoToWebinar Support 2 Please consider the environment before printing. 1

2 Webinar Survey Immediately upon closing the webinar Survey window opens Thank you! 3 Products or Services Disclaimer The mention of specific products or services in this webinar does not represent AWWA endorsement, nor do the opinions expressed in it necessarily reflect the views of AWWA AWWA does not endorse or approve products or services 4 Please consider the environment before printing. 2

3 Speakers Myles Meehan Senior Vice President, Public Relations HomeServe Bill Eller Vice President, Business Development HomeServe Shonte Eldridge, PMP Chief, Mayor s Office Strategy and Transformation City of Baltimore Enter your question into the question pane at the lower right hand side of the screen. Please include your name and specify to whom you are addressing the question. 5 Agenda I. Utilities and Customers Perfect Storm II. The HomeServe Solution III. City of Baltimore Partnership IV. Why Homeowners and Utilities Want the Program Myles Meehan Bill Eller Shonte Eldridge Bill Eller 6 Please consider the environment before printing. 3

4 The population is aging By 2035, one-in-three heads of household will be 65+ years of age One-in-five Americans will be over 65 Nearly half of women 75+ live alone Only 39% of older Americans will retain their pre-retirement lifestyle 87% of adults 65+ express the desire to age in place 80% of aging-related housing modifications are paid for out-of-pocket 7 60% of Americans will experience Financial Shock this year 48% of homeowners have had a home repair emergency in the last 12 months Median cost of a household s most expensive shock: $2K Financial Shock is any unplanned expense or loss of income 8 Please consider the environment before printing. 4

5 Aging water/sewer infrastructure is problematic for utilities and homeowners Homeowners are often unaware of their private-side service line responsibilities education is needed U.S. public water systems lose $8B in non-revenue water from leaks, billing errors, etc. 9 Utility customers are not prepared 10 Please consider the environment before printing. 5

6 Homeowners expect solutions from the utility 50% of utility customers will call their utility when they don t know where to turn. Many consumers turn to their utility first, only to be turned away 55% Utilities can offer consumers a solution Provide coverage not covered by standard homeowners insurance Align with core utility values of reliability and service Create a positive customer outcome from the utility interaction of utility customers think their utility should offer service plans 11 HomeServe Solutions Bill Eller Vice President, Business Development HomeServe 12 Please consider the environment before printing. 6

7 Home repair solutions we offer Directly tied to services offered by utility HomeServe Plans range from $5 - $15 per month 1. Water Service Line 2. Sewer Line 3. Interior Plumbing 4. HVAC Equipment 5. Water Heater 6. Electric Line 7. Gas Line 13 Core product features Toll-free emergency number members can call 24 hours a day, 365 days a year No deductibles, no call-out fees or forms to fill in at the completion of the job Guaranteed repairs Locally-based, fully-licensed, qualified and vetted contractors dispatched to the customer s emergency Quality control measures to ensure exceptional customer experience No pre-inspection before joining 14 Please consider the environment before printing. 7

8 World class customer service In-house contact center Live Repair Management Specialist Support 24/7/365 Flagship in-house call center in Chattanooga, TN with 400+ specialists Call handling capabilities in 300 languages Intensive new hire and ongoing training programs Comprehensive quality assurance program Customer Advocacy Team All employee bonuses tied to customer satisfaction scores Contact Center of the Year HomeServe received 17 Stevie Awards in 2017 including: 2017 Stevie Awards HomeServe medaled in 17 categories! GOLD - Contact Center of the Year (over 100 seats) GOLD - Customer Service Management Team of the Year GOLD Back Office Service Team of the Year GOLD - Front-Line Customer Service Professional of the Year 16 Please consider the environment before printing. 8

9 We hire and manage local, highly vetted contractors HomeServe manages and deploys over 1,100 independent contractor firms, employing thousands of highly qualified service technicians Stringent recruitment standards fewer than 10% of all contractors researched and interviewed are actually selected for our network Regional Operations Managers operate locally to ensure work is performed to our high standards Conduct on site inspections as a quality assurance check Routine performance reviews utilizing Contractor Scorecard / KPI s CSAT, Service Performance and Cost 17 How does the program work? Your customers receive a few public awareness letters and can opt to enroll Our U.S. based call center answers claims calls 24/7/365 and dispatches local contractors The local contractor calls the customer within 1 hour to arrange a convenient time to visit Once the work is complete, the customer signs off and the contractor sends the invoice to us Customers are surveyed on their experience and the utility is kept informed through regular reporting 18 Please consider the environment before printing. 9

10 A Winning Partnership Shonte Eldridge Chief, Mayor s Office Strategy and Transformation City of Baltimore 19 City of Baltimore Why we needed a citywide service plan Aging infrastructure Advanced Metering Infrastructure (AMI) project Uniformed public City s duty to assist 20 Please consider the environment before printing. 10

11 Why the City of Baltimore Selected HomeServe Gold standard customer service High number of service reps Offered bilingual services Offered longer hours Used local contractors Provided a way to support the City of Baltimore s less fortunate Offered a true public private partnership Competitive rates 21 Our partnership with the City of Baltimore Partnership statistics to date: 43,000 total enrollments Over $6.7 million in repairs I really appreciate how fast the service was. HomeServe is good and they are not expensive and I would recommend them to anyone. Sandra E. Baltimore, MD I'm very pleased with the service and I recommend it to others. Myra S. Baltimore, MD 22 Please consider the environment before printing. 11

12 Benefits for Homeowners and Utilities Bill Eller Vice President, Business Development HomeServe 23 Why will your customers want the program? Price and value Financial security Convenience/choice Safety and efficiency Simple terms 24 Please consider the environment before printing. 12

13 Why is it good for the utility? Enhances customers satisfaction with the utility for providing education and a useful solution We deliver exceptional customer service your customers satisfaction is our priority Non-tax revenue to the utility can be estimated at $0.50 per product, per month Funds can be utilized for important initiatives including: Infrastructure improvements Low-income assistance/community charities Partially offset rate increases And finally, there is no cost for the utility to use this program! 25 Speakers Myles Meehan Senior Vice President, Public Relations HomeServe Bill Eller Vice President, Business Development HomeServe Shonte Eldridge, PMP Chief, Mayor s Office Strategy and Transformation City of Baltimore Enter your question into the question pane at the lower right hand side of the screen. Please include your name and specify to whom you are addressing the question. 26 Please consider the environment before printing. 13

14 Thank you for joining today s webinar As part of your registration, you are entitled to an additional 30-day archive access of today s program. Thank you for filling out the survey after the webinar 27 Presenter Biography Information Ms. Eldridge currently serves as Baltimore City s chief of strategy and transformation and is responsible for supporting the Mayor s efforts to strategically align and transform the city. Previously she served as the Baltimore City s Department of Public Works chief of special projects and lead city wide initiatives including the implementation of a residential pipe warranty program. Ms. Eldridge has been leading diverse public service related projects for almost 20 years and is certified as a project management professional (PMP), which is the most important industryrecognized certification for project managers. Before her employment with DPW she held the positions of chief of legislative and external affairs for the Office of the States Attorney for Baltimore City, chief of policy and planning for Maryland's Governor's Office of Crime Control and Prevention, and deputy chief of communications for the Office of the State's Attorney for Baltimore City. Ms. Eldridge's work with in the public works industry has appeared in national publications and she has presented at various public works conferences and seminars. She has served on the American Public Works Association s (APWA) national facilities and grounds committee, the board for the Mid-Atlantic Chapter APWA, and is often called upon to teach leadership and strategic planning seminars for the utility profession. Bill Eller currently serves as vice president of business development and will be your primary point of contact throughout the RFP process and through the initial launch of the program. He is responsible for working with municipalities/utilities to educate and develop the best program options for their residents. Prior to HomeServe, Bill spent 12 years in business development and account management working for direct marketing, loyalty, and digital billing companies. In these roles, he has worked across multiple verticals including banks, utilities, insurance and retail companies. Bill received a BS in Marketing and an MBA in Strategic Management from Sacred Heart University. Myles joined HomeServe in September 2004 as vice president responsible for developing partnerships with municipal and investor-owned utilities in the water and energy sectors. Since January 2013, Myles has focused full-time on leading the public and media relations strategy for HomeServe s US business. Myles has nearly 20 years in the gas and electric utility industry with the Philadelphia-based PECO Energy, where he held a number of management positions in operations, gas supply, sales, marketing, and FP&A. He was also responsible for the utility s appliance service business, overseeing product marketing and service fulfillment. Before leaving the utility, Myles co-led the startup and growth of Exelon Energy, PECO s competitive energy provider. Myles has a BS in civil engineering and an MBA from Villanova University. 28 Please consider the environment before printing. 14

15 CE Credits (CEUs) and Professional Development Hours (PDHs) AWWA awards webinar attendees CEUs. If you wish to take advantage of the opportunity to earn CEUs, visit Certificates will be available within 30 days of the webinar 29 How to Print Your Certificate of Completion Within 30 days of the webinar, login to or register on the website. If you are having problems, please Once logged in, go to: My Account My Transcript Information To print your official transcript, click Print list To print certificates, click Download certificate 30 Please consider the environment before printing. 15