Customer information

Service-quality improvements need to be thought through in advance and managed.

Customer information systems (CIS) are almost never justified and implemented to realize dramatic gains in quality of service. Revenue improvements? Yes. Rates management flexibility? You bet. Delinquency and write-off improvements? Sure. Statutory pressure, including introduction of deregulation? Maybe not as often these days, but still true. Technology consistency, supportability, and application integration? Absolutely.

WITH DIRECT ACCESS SCHEDULED TO BEGIN ON Jan. 1, 1998, California regulators are moving quickly to set up their long-considered policies on electric restructuring. The restructuring actions touch nearly every aspect of electric regulation in the state from financing decisions and rate design to the sale of generating assets and monitoring new capital additions.

In addition, restructuring has affected ongoing regulatory activities such as the development of performance-based rate making plans and pricing and rate designs for large incumbent utilities.

Computer systems must move beyond insular needs (billing and work orders)

to marketing opportunities. But few regulators really understand.

Everywhere we see the march of technology, especially computer and information technology. Pagers hang on nearly every belt or bag, PDAs have replaced notebooks and portfolios, computers sit on more home desks, and every major magazine and almost every daily paper has sections dedicated to news about the Internet.

Companies in competitive industries routinely collect information about their customers through a variety of sources (em including surveys, national census, and government and private sources. Such customer information and its applications are jealously guarded secrets, rarely shared with others in the industry. Customer information is not limited to expenditure on a company's products or services, but usually includes a customer profile.

Financial models within the utility industry are changing rapidly. Driven by competition, deregulation, and shareholder concern ov er profitability, North America's intermediate and larger-sized electric and gas companies are looking more closely at information technology (IT) investments.