CO2 CO & Month end Processing. Eskom s Credit Management

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1 CO2 CO & Month end Processing Eskom s Credit Management

2 Credit Management Customer Service Function Customers who are still receiving electricity supply Customers whose supply has been disconnected Debt Management Customer Service Function

3 Automated Credit & Debt Management Automation and To-Dos in the processes to: Identify Overdue Accounts Follow-Up on Non-Paying Customers Action Non-Paying Customer s Accounts Collection Severance and Reconnection Severance Discontinuation of Service s: Action Non-Paying Customers Service Stop Service Manage Stopped Service s Meter Advances Deposit Service s Cash Deposit Non-Cash Deposit Guaranteed Contributions: Handled outside of CC&B Managing Deposits Ad-Hoc Refunds Write-Off Automation in the Write-Off Process: Automatic activation of write-off events for stopped and reactived Service s The manual refund adjustment process to be followed when a customer requests a refund.

4 Credit Management Customers who are still receiving electricity supply

5 CC&B Automated Collection Process Small Power Users (excludes SPU Sensitive Supply customers)

6 Action Non-Paying Customers Process Flow for SPU customers Day 45 Field Activity Created for Disconnection Day 45 CC&B interface to Maximo Day 45 Customer's Credit Rating Affected Day 46, 47, 48 Disconnection Reading into Maximo after physical disconnection Day 46, 47, 48 Maximo Interfaces with CC&B Day 48 All closingreadings to be uploaded into CC&B Day 49 Revenue and Credit management follow up on incomplete field activities Day 66, 67, 68 CC&B automatically terminates account 6

7 SPU & Arrear Debt Accounts (excludes SPU Sensitive Supply customers) 20 Days after FA completed A bill message is printed warning customer to pay within 14 days ADM detects accounts as overdue and creates the relevant collection process with pending events A Collections Event Requires Attention (1 st ) To-Do is created for Contact Centre Agent to call the customer informing them of possible disconnection A Collections Event Requires Attention (2 nd ) To-Do is created for Contact Centre Agent to call the customer informing them of possible disconnection Start Severance process - create disconnection field activity Field order interfaced to Maximo Final meter reading sent to CC&B Stop Service If Contact Centre Agent captures Pay Plan If Customer payment reflects against the account during collection process If Customer Service Area Agent captures Payment Arrangement PPM monitors Pay Plan nightly Debt is transferred from the current SA to Payment Arrangement SA Payment/Pay Plan/Payment Arrangement captured during collection process CPM Identifies debt below R200? Current Service is taken out of Collection Process Disconnection FA completed? Reconnection Severance process (with 1 event : Reconnection FA) is automatically created. Remaining severance events are cancelled Physically disconnected? If Customer Pays during severance process Disconnection FA pending? A Severance Heads Up To Do for CSA Agent is created. Contact WMC: determine status of disconnection Not yet disconnected? Final consumption bill is generated. Refund functionality is called when stopped SA is billed Manage stopped Service s meter advances Manually add Reconnection FA Ask WMC to cancel WO. Manually cancel FA, FO and remaining Severance process events Pre-Write Off and Write Off Process

8 CC&B Automated Collection Process Large Power Users (excludes LPU Sensitive Supply customers)

9 CC&B Automated Collection Process 20 Days after FA completed ADM detects accounts as overdue and creates the relevant collection process with pending events A warning letter is sent from the processing centre A Collections Event Requires Attention To-Do is created for CSA Rep to call the customer informing them of possible disconnection Start Severance process - create disconnection field activity Field order interfaced to Maximo Final meter reading sent to CC&B Stop Service If Contact Centre Agent captures Pay Plan If Customer payment reflects against the account during collection process If Customer Service Area Agent captures Payment Arrangement PPM monitors Pay Plan nightly Debt is transferred from the current SA to Payment Arrangement SA CPM Identifies debt below R200? Payment/Pay Plan/Payment Arrangement captured during collection process Current Service is taken out of Collection Process Disconnection FA completed? Reconnection Severance process (with 1 event : Reconnection FA) is automatically created. Remaining severance events are cancelled Physically disconnected? If Customer Pays during severance process Disconnection FA pending? A Severance Heads Up To Do for CSA Agent is created. Contact WMC: determine status of disconnection Not yet disconnected? Final consumption bill is generated. Refund functionality is called when stopped SA is billed Manage stopped Service s meter advances Manually add Reconnection FA Ask WMC to cancel WO. Manually cancel FA, FO and remainingseverance process events Pre-Write Off and Write Off Process

10 System Automated Process Guidelines The System will in the Collection Phase remove any customer from the process if the customer pays a sufficient amount via a batch job called CPM (Collection Process Monitor). Once a severance field order has been interfaced and customer pays a Heads Up To Do gets created for CSA staff to contact WMC to check the status of the Disconnection Works order. If work completed, WO to be completed, interfaced back to CC&B and then system will automatically create a Severance Reconnection FA. If work not yet performed, then WMC to cancel WO, CSA to cancel FA/FO and remaining Severance Events. Manually add a Reconnect Severance or Reconnect FA. If a disconnect FA has been completed and interfaced into CC&B and before the system automatically stops the SA and the customer pays then the system will automatically cancel remaining severance events and create a reconnect severance. It is required from the Customer Service Agent to review or warn customer of a possible review of his/her deposit Reconnections can also be manually set Once the disconnect FA is completed and the system stops the SA, and the customer pays, then a new SA will have to be started. At any stage of the Collection process, prior to a Severance Field activity being created, a customer can be removed or suspended from the process by a Service Agent / Delivery controller via a Pay Plan or Payment Arrangement

11 CC&B Automated Collection Process Sensitive Supply (SPU/LPU) & Key Customers (LPU) Accounts

12 Sensitive Supply (SPU/LPU) & Key Customers A bill message is printed warning customer to pay within 14 days ADM detects accounts as overdue and creates the relevant collection process with pending events A warning letter is sent from the processing centre A Collections Event Requires Attention To- Do is created for CSA Rep or Customer Exec or Key Customer Exec to call the customer informing them of possible disconnection Start sensitive severance process. A Severance Requires Attention To Do is created for CSA Rep or Customer Exec or Key Customer Exec to get authorisation for the severance process Final meter reading sent to CC&B Field order interfaced to Maximo Stop Service If Contact Centre Agent captures Pay Plan If Customer payment reflects against the account during collection process If Customer Service Area Agent captures Payment Arrangement PPM monitors Pay Plan nightly Debt is transferred from the current SA to Payment Arrangement SA Payment/Pay Plan/Payment Arrangement captured during collection process CPM Identifies debt below R200? Current Service is taken out of Collection Process Relevant authorisation obtained Manually start the normal Severance process. This will automatically create disconnectionfield activity If Customer Pays during severance process Final consumption bill is generated. Refund functionality is called when stopped SA is billed Manage stopped Service s meter advances Pre-Write Off and Write Off Process (Please refer to SPU/LPU process)

13 Payment Arrangements & Pay Plans

14 Loading a Payment Arrangement on the System Customer with overdue account is contacted and asked to pay in instalments (as per DOA) A deferred Payment form has to be completed to comply with the National Credit Act Payment Arrangement Service, is created Stricter Collection process is created again for delinquent debt Debt is transferred from the current to Payment Arrangement Service Debt is transferred back to the original Service Payment Arrangement Honoured? No Yes The system cancels Payment Arrangement Service CPM identifies debt below Thresh Hold Current Service is taken off Collection Process A Payment Arrangement is a longer term arrangement to pay debt that has been overdue for a long time, in monthly instalments. The Payment Arrangement installment amount will appear on the customer s regular bill. A separate Service is created for Payment Arrangements, but not for Pay Plans.

15 Business Rules around Payment Arrangements Service Agents (at WIC or CC) can only provide credit extensions (pay plans in CC&B) case needs to workflow to the office if payment arrangement is required Signed contracts needed for payment arrangements Any payment arrangement done outside DOA will be broken in the system Customer will only be allowed to do a payment arrangement if he/she has sufficient deposit to mitigate risk Payment arrangements will be re-instated if late payment allocation was due to Eskom If payment arrangement is broken (for a defaulting customer) he/she will only be considered for a payment arrangement in 12 months time On proven Eskom errors it is permissible to suppress interest for the term of repayment

16 Loading a Pay Plan on the System Customer with overdue account is contacted and asked to pay within 14 days Pay Plan is captured on CC&B Payment Plan Monitor (PPM) monitors Pay Plan nightly PPM Yes identifies payment? Collection Process Monitor (CPM) identifies debt below thresh hold? Yes Collection Events Cancelled No Severance process begins A To Do is created for personal interaction Accounts Debt Monitor (ADM) identifies that Pay Plan is broken A Pay Plan is an agreement with customers, to settle balances within a 14 day period. A Pay Plan acts as a credit extension. The Payment Plan Monitor (PPM) automatically monitors Pay Plans every night. When a customer pays, the Account is removed from the Collection process.

17 Manage Deposits and Contributions New Utility Service is created Guaranteed Contribution? NO YES Load Guaranteed contribution on Excel Depreciate Guaranteed Contribution by 10% after 10 years Replace Guarantee contribution with new amount on Excel Cash Deposit? Security NO Non cash Service is created Notice of withdrawal of non cash deposit YES Deposit Uploaded via SAP General Ledger Check on hand deposits with deposits on system Deposit is received & Service is created Provide for Interest on Deposit Process Interest on Deposit Check on hand deposits with deposits on system YES Customer replaces noncash deposit with cash NO Non-cash deposit not replaced within 21 days, lodge claim with bank Send letter to customer informing them that a claim has been lodged Load cheque deposit from bank as Deposit Service Each Account has a Utility Service. A deposit Service is created manually for each Account, when a new Utility Service is created. Each Account must have a deposit (security) which can be: Cash Deposit (Security), e.g. money or Non-Cash Deposit (Security), e.g. unit trusts. A contribution is held for security against irrecoverable costs, e.g. when building a new line and is managed outside of CC&B.

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