The Knowledge Intelligent Utility Executive Summit is limited to utility executives. If you are a utility executive, please request your invitation by emailing firstname.lastname@example.org. Registration will be open on May 1, 2014.
Limited sponsorship is available. For more information email email@example.com
If you are interested in serving as a committee member, please email Jennifer Murray.
Breakfast & Networking
The electric utility industry is transforming, and it’s not going to slow down. It is imperative that utility executives know and understand how and why the changes are happening so they can be in front of the changes. This panel discussion will showcase different perspectives from the industry about what changes the industry should expect, and why, including an international perspective, the consumer and technical perspectives and how these changes can change the overall operations of the utility as a whole.
Session Block 1 – Roundtable Discussions
101: Customer Service Roundtable: Who is the Future Customer Service Representative?
The Large Public Power Council Customer Service Executive group recently prepared a “CSR of the Future” presentation. This discussion will look at the key themes and issues identified in the presentation and best practices in preparing to identify the customer service representative of the future. We will discuss how other utilities identify what the future customer service representative looks like, what skills are needed, and how to find them.
102: Operations Roundtable: Transforming the Business Model & Organizition Structure
Assuming a continued decline in distributed generation cost, what should the utility model look like in 25 years? What does the journey look like? What needs to happen today and over the next 1-5 years for the best model to emerge? These are some of the questions that will be addressed during this roundtable discussion.
103: IT Roundtable: IT’s Starring Role in Innovation
Innovation is the outcome of culture, not of technology. IT has a responsibility to facilitate the discovery and adoption of better technical solutions with the single goal of driving business value by realizing new opportunities and solving existing problems. In doing so, IT should be leveraged to drive an enterprise culture of innovation and continuous improvement. This roundtable session will discuss developing a new mindset, methodology, governance, and organizational model that brought key business and technology partners together to innovate and expand the role of IT.
104: Integrated Roundtable The Convergence of IT and OT
The utility industry is transforming. Utility companies must balance managing costs, enhancing processes, and improve safety while responding to changing government regulations, consumer demands and increased competition. Our customers and employees expect to have the information they need when, where, and how they demand it. These are the drivers of the convergence of information technology (IT) and operational technology (OT).
The numerous benefits that come from managing IT and OT convergence include optimized business processes, enhanced information for better decisions, reduced response time, costs, and lower risks. Come discuss opportunities created by the IT/OT convergence and share your experience, learn how good governance is the key to the convergence success and hear the benefits to your utility company.
Session Block 2 – Roundtable Discussion
201: Customer Service Roundtable: Immediate Gratification: Communicating with Customers in the “Need to Know Now” Era
The constant use of emerging technology combined with social media has created a sense of urgency from our customers. They not only want, but expect, to be communicated with in an instant and as soon as something happens. If their expectations aren’t met in a timely manner, we then also have to deal with unhappy customers. This has changed how utilities communicate with their customers. In this roundtable discussion, we will discuss tactics and strategies used to communicate with our customers instantly and effectively, without setting false expectations.
202: Operations Roundtable: Big Data: What’s Real & What’s Being Done?/strong>
Session description coming soon!
203: IT Roundtable: Cybersecurity
Managing the ever changing cyber security landscape continues to be a significant challenge for the utility industry. In this session, we will discuss strategies and progress to date by utilities on the North American Reliability Corporation (NERC), Critical Infrastructure Protection (CIP) version 5 compliance requirements. Being prepared to detect and react to cyber security threats is now extremely critical. We will discuss the unique challenges utilities face around developing strategies for an Integrated Security Operation Center (ISOC). The session will also include a discussion on how working closely with external agencies such as the FBI, National Guard and Department of Homeland security can benefit utilities.
204: Integrated Roundtable IT Governance & Project Management
This roundtable discussion will focus on the increasingly complex challenges of managing major projects that involve both the business and the IT organizations. As companies take on projects where they are overlaying their electric grid and associated operations with information technology and communications systems, these types of projects require that IT and the business partner if they are to be successful. What are the best practices associated with these types of projects when it comes to project governance and project management? Who should take the lead? What are the greatest risk in these types of projects? These questions and more will be explored during this roundtable discussion.
Lunch & Networking
General Session: Utility Case Studies
Utility industry leaders will showcase how their utility represents the “future” of the industry and discuss the road they took to get where they are. Multiple case studies will be presented to highlight different perspectives and the lessons learned along the way.
Session Block 3 – Roundtable Discussions
301: Customer Service Roundtable: What is the Strategy? Getting People On Board with the Business Case of Analytics
Today’s business environment is more volatile, more uncertain, and more complex than in the past. How do we navigate this environment when there is a greater focus and strategic alignment on the “collection of data” than on the utilization of information that can be derived from the digital reality of big data. Why collect and store terabytes of data if you cannot analyze it and form decision quality managerial information? Attendees will discuss the move from collection to exploration to driving business decisions.
302: Operations Roundtable: Making a Business Case for Smart Grid Use Cases
The deployment of integrated foundational technologies and business process are critical to the safe, reliable and efficient operation of the current and future transmission and distribution system. Collaboration with regulators, customers and employees in developing requirements in order to gain support and meet all stakeholder expectations is essential to success. The need for solid business case development with clearly identified and achievable benefits must be presented in order to gain both internal and external support and ensure funding/ regulatory cost recovery. In this discussion, the group will explore the use of technology and business process change to transform data into information that will enable regulatory support, improve customer service and reduce operational cost.
303: IT Roundtable: Capitalization Strategies
As many utilities are building out new technology capabilities leveraging the smart grid and other emergent technologies, there often is a decision to be made as to whether to invest in the technology or to buy it as a service – i.e. capital vs. O&M. This session will discuss how companies are making that decision today and what will be needed in the future. We will review how the trend may shift toward more services and accounting issues such as regulatory recovery, when these decisions result in a reduction of capital expenses and and increase in O&M.
304: Integrated Roundtable: Leveraging Technology to Improve Restoration, Customer Communication and Restoration Performance Metrics
In this roundtable discussion, we will explore how different utilities are leveraging their investment with smart grid technologies, analytics and customer communication tools to improve their overall customer satisfaction, and operating metrics. In today’s world, it isn’t good enough just to “get the lights back on safely.” We must have a more clear understanding on the problem, restoration time, and be able to communicate with our customers in the ways they desire. With the large investments many companies have made in improving reliability, the rapid use of social media tools, and all the press about a “self-healing grid”, we have created the expectation that there will be no outages or very limited customer impact. The bar has been raised for all utilities in how we manage and communicate what use to be just an internal process. We will also explore best practice approaches and mistakes to avoid in aligning technology investments with company communication and customer strategies. Come ready to share your best practices and learn from others as you align your company’s technology strategy around improving restoration, customer communications and performance metrics.
General Session: Make the Right Choice – Leading Teams Successful Teams During Turbulent Times
It’s hard to have fun and stay passionate at work during stressful times. Your employees build stress after each media report about economic challenges. Business today means surviving and thriving during a merger, layoff or the all encompassing “restructuring.” How do managers continue to motivate and energize employees during difficult times? Managers must help employees stay in the game; work in the moment; and take ownership of their happiness.
Joel leads the audience through a series of exercises that demonstrates how easy it is to continue working creatively, effectively and productively while dealing with change. This interactive and hilarious presentation will teach managers the importance of creating opportunity and giving positive support to their employees. Just as important, managers must allow employees to create ownership. Ownership and responsibility will allow the employee to care. And once the employee starts to care, the next step is passion.
Joel uses humor and improvisation to teach his audiences how important these simple choices are to success. During this keynote, audience members will laugh, have fun and be motivated, inspired and energized.
KITE Awards Dinner & Networking Event
Breakfast & Networking
Session description coming soon!
Session Block 4 – Roundtable Discussions
401: Customer Service Roundtable: Traditional Metering vs. Net Metering
Customer-side renewables, such as solar panels, have and continue to pick up market shares across the country. Utilities and states have responded differently across the country, including the adoption of net-metering programs. In this discussion, attendees will share various perspectives related to net-metering such as:
• Net-Metering Program and Rate Structures
• Customer Perspectives: Satisfier or Dissatisfier?
• Educating and Working With Customers and Vendors: Keeping it Real and Managing Expectations
• Utility Impacts on Revenues and Reliability
• Environmental Benefits
402: Operations Roundtable: SCADA/Outage Management Systems/Convergence of OMS and DMS to Become and Overall ADMS
This roundtable discussion will focus on defining the future role of SCADA, DMS, OMS and GIS. As utilities upgrade and add new functionality and systems to manage the grid, they will be required to define the architecture of how all these systems will work together. Attendees of this session will discuss:
1) What are the challenges of defining the role of each system?
2) Which system will be the “system of record” for various data?
3) What are the challenges of keeping data synchronized between multiple systems?
4) What will the role of the OMS be in the future?
403: IT Roundtable: How to Deliver On-Time, On Budget and With Success
What are the key things needed to deliver on-time/on-budget projects? Project office? Project Governance? IT Governance? This roundtable will discuss the key items to establishing an appropriate project/IT governance structure in order to ensure project success. We will discuss the differences between enterprise, large, and small projects.
404: Integrated Roundtable: Managing the Integration Risks of Large Enterprise Projects
As many utilities execute their Enterprise Risk Management processes, they find that the integration efforts for large enterprise-wide technology projects often bubble up as high risk on their heat map. This roundtable discussion will invite utilities to share their strategies for managing or mitigating the risks associated with the integration required across different technology platforms or operating companies for large projects spanning the enterprise.
Session Block 5 – Roundtable Discussions
501: Customer Service Roundtable: Why the Utility As a Whole Should Care About Customer Service
The “Customer Experience” seems to be the latest term used for understanding and meeting the needs of customers. Does your utility engage all employees in the Customer Experience or do your employees tend to think of their business contributions in terms of wires, transformers, power plant equipment, etc.? Who in your utility “owns the customer”? Do you believe that alignment with the customer will result in lower costs? Does distributed generation, rooftop, solar, and battery technology have the potential to compete with both the generation and wires businesses? Will superior customer service make a difference? These and other questions/issues will be discussed in light of how we rally resources to contribute to utilities future success.
502: Operations Roundtable: How to Move Forward Between All Internal Groups of the Business with CIP Version 5
Session description coming soon!
503: IT Roundtable: Leveraging IOT for The Next Applications
Session description coming soon!
504: Integrated Roundtable: IT Tools to Manage Operations Assets
Aging infrastructure is a problem facing most utilities today. How can operations and information technology partner effectively to ensure that assets are replaced at just the right time? To maximize the value of the investment, utilities want to replace assets right before they start to fail. This discussion will explore the use of work management systems, geographic information systems, analytics tools, mobile technology (apps, e-forms, mobile GIS), and mobile tools (laptops, tablets, etc) to enable operations team members to gather the right information at the right time and deliver information to engineering for planning on timely, high value asset replacement.
General Session: Getting Governance Right
As the utility business model evolves, the need to work successfully across organizations is absolutely critical. The session will discuss the recommendations on structure and process to support successful cross-functioning teams, projects and organizations.
Key takeaways will include lessons learned – successes and failures from various governance structures and key steps in developing good governance.
Moderator: Vicki Weber- Director of Customer & General Services