$495 Registration Fee
(Single Registration for Combined Groups)

May 19, 2020 | 8 am - 3 pm
Room: 203 B


7 am - 8 am

Continental Breakfast - Ballroom C


8 am




8 am - 8:15 am

Welcome / Introductions


Facilitator: Fred Daum, Exec Dir, Customer Ops, PSEG

 8:15 am - 9:15 am WUPIT (Wire-down Unit on Site Process Improvement Tool) Creates Restoration Partnership with Customers
  Speakers: Boyd Greene, Dir, Distribution Ops Center, Oncor &
Travis Kennedy, West DOC Mgr, Oncor 
  Facilitator: Crystal Whitaker, Mgr, IT Business Solutions, NexEra Energy, FP&L
  Summary: Oncor will discuss the introduction of its Wiredown Unit on Site Process Improvement Tool (WUPIT). Oncor created an effective two-way outage communications channel in cases of downed power lines in January 2018. Opening a direct line with customers allows Oncor to best utilize operational resources to optimize outage response.
 9:15 am – 10 am  AMI Driven Meter Investigations
  Speaker: David Lasater, Dir, Revenue Assurance, Duke Energy
  Facilitator: Cesar Ceniceros, Supervisor II, City of Dallas

Summary: Since the installation of smart meters eliminates physical meter reading for routine billing purposes, utilities must deploy new and intelligent methods to help identify utility theft.  Learn how Duke Energy uses its AMI meter data to raise various flags and indicators that help identify tampering and utility service diversion. Key indicators include: reverse rotations, outage-count indicators, unplanned outage notifications and usage on previously disconnected meters. These flags have proven to be good targets for field investigations, many of which have uncovered not just theft of service, but criminal enterprises and public safety issues as well.

10 am - 10:15 am  Coffee/Tea Break
10:15 am – 11 am
Got You Here Won't Get You There
  Panelists: Eric VanBecelaere, Mgr, Customer Field Services, Evergy
imothy Davis,
Dir, Revenue Measurements & Control
Sean Dawson, Business Process Specialist, Revenue Measurement & Control
both of Austin Energy
  Facilitator: Jon Dizon, Mgr, Meter Ops, Charleston Water Systems
  Summary: Congratulations on that promotion! Transitioning from staff to management requires major changes in how you function. Though this might seem easy, we often trip by not understanding the need for change and instead choosing to keep doing the activities and using the skill sets which made us successful before. This discussion will share simple truths and insights, allowing high-performers to successfully transition from being individual producers to making others highly productive.
 11 am - 12 pm
Situational Awareness - Paying Attention Could Make All the Difference
  Speaker: Jim Willis, OwnerInDev Tactical
  Facilitator: Mark Tomlin, Mgr, Workload Planning,Spire

Summary: This is an introduction and overview of situational awareness in the field. It will focus on identifying the need for enhanced situational awareness and the skills that form the basis for a strong situational awareness skill-set. The program will highlight:

  • The impact of poor situational awareness and how to take steps for immediate improvement;
  • The role that the utility plays and the responsibility for personal awareness that the employee shoulders by looking at basic techniques and introducing strategies that can be used to improve awareness;
  • Guidance for conducting onsite assessments, evaluating conditions and establishing an effective situational awareness perimeter before starting the job;
  • The pros-and-cons of typical training programs, how to evaluate their effectiveness, and how to select training that meets your unique needs; and
  • Opportunities to discuss specific situations and address attendee questions.
12 pm - 1 pm

 1 pm – 1:45 pm  Mobile Technology Markedly Expedites Field Data
  Speakers: Sandra Labib, Sr Project Mgr, Southern California Edison &
Tomaso Giannelli, Sr Mgr, Business Customer Division, Southern California Edison
   Facilitator: Crystal WhitakerMgr, IT Business Solutions, NexEra Energy, FP&L
  Summary: SCE will discuss its internal CS application, launched in 2018. It is designed to ensure customers receive more proactive and timely communications directly from the field. The pilot initiative alone has allowed the utility to reduce the outage update process from 20 minutes or greater to approximately five minutes as the need for phone calls to the utility's Distribution Operations Center (DOC) is eliminated. 
 1:45 pm – 2:45 pm Open Forum

Facilitators: Eric VanBecelaere, Mgr, Customer Field Services, Evergy
Fred Daum, Exec Dir, Customer Ops, PSEG
  Attendees, this is a great opportunity to bring Hot Topics and Top of Mind issues that will be discussed with industry peers who have similar interest and challenges.

2:45 pm - 3 pm

Closing and Surveys
  Facilitator: Timothy DavisDir, Revenue Measurements & Control, Austin Energy

We will close with a review of today’s session and completion of surveys.

Open Forum

If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager