Opening Ceremonies & Keynote All Product Groups

Tuesday, March 3 Hyatt Regency Austin 4:30pm– 7:00pm OUUG Conference Registration All attendees must register; limited registration on Wednesday morning 4:30pm – 7:30pm Vendor Night Welcome Reception & Expo (All product communities welcome)

Presented by OUUG Platinum Sponsors Wednesday, March 4 Hyatt Regency Austin 7:15am – 8:15am Last Minute OUUG Registrations/OUUG Registration Desk 7:30am – 8:30am Continental Breakfast Zilker North Lobby 8:30am – 9:30am Opening Welcome Ceremony (All Oracle Utilities product communities welcome) Zilker Ballroom Presentation of OUUG Customer Excellence & Partner Pacesetter Awards

Keynote Address: “Delivering a World-Class Customer Experience: Lessons From The Mouse” Dennis Snow, Walt Disney Company So what could utilities and Disney possibly have in common? Meet Dennis Snow whose customer service abilities were honed over 20 years with the Walt Disney World Company. Disney isn’t just selling rides, food, and souvenirs in amusement parks… its success is based on selling a customer experience. Back in the day, utilities operated under the radar providing the public with services that were either on, or off. Fast forward to today’s utility marketplace where it’s no longer just about delivering uninterrupted services. Utilities are accountable more than ever to their customers, workforce & regulators and faced with delivering a complete “customer experience.” From the moment a customer visits their website or call center to initiate service to reporting outages to paying a bill, and now often in a mobile environment; utilities are learning how technology plays a paramount role in the delivery of an overall engaging customer experience within their communities. We can all learn a lesson or two from The Mouse.

9:30am – 9:45am BREAK

9:45am – 10:45am Breakout Sessions – All Product Groups (please refer to the Product–specific agendas)

CONFERENCE AGENDA Customer Care & Billing CCB

Wednesday, March 4 Hyatt Regency Austin 9:45am – 10:45am CC&B User Planning Committee Welcome & Oracle Roadmaps Zilker Ballroom Blanca Barajas, Las Vegas Valley Water District and Hung Nguyen, Oracle Utilities

10:45am – 11:00am BREAK 11:00am – 12:00pm Breakout Sessions: Zilker Ballroom Session 1: Cal Water’s Digital Transformation Journey Implementing ‘Single Face of Work’ with Topic: Cloud KloudGin and How Big Data, Cloud, Smart Devices, and Artificial Intelligence (AI) are Changing

How We Interact with Customers, Sub-contractors and Field Crews Learn how Cal Water is innovating with KloudGin's cloud-based suite, designed for utilities and used for field service, asset, work order, inventory, and connected customer. By enabling a single engine for scheduling, dispatch, planning and mobile execution (‘short,' ‘long-cycle,' and ad-hoc work); a rugged, native mobile app for non-tech savvy users with intelligent offline; and built-in analytics, integration adapters (for Oracle Utilities CC&B, ESRI/GIS, Maximo, PeopleSoft, Workday, AMI, and SCADA). Cal Water deployment can be split into two broad categories, the first being mobile workforce management. This includes short cycle CIS tasks such as meter exchange, reads, and turn ONs/OFFs; preventive maintenance tasks, such as valve exercising, hydrants, and fire flow testing; LIMS mobile field data collection; leakage and outage management; GIS redlining; valve tracing; and NPDES monitoring and records. The second category is end-to-end management and monitoring of all types of assets. Functionality includes asset definition with complete hierarchies, bill of materials, as-builts, and locations. Additional features include linear asset management, inventory management, DigAlert, backflow device management, and a connected customer app. Anthony Gregory, Field Technology Manager, Cal Water and Vikram Takru, Founder & CEO, KloudGin

Texas Ballroom 1 Session 2: C2M Gotchas: ALLETE and Triniti Consulting 2nd Floor There are significant benefits provided by Oracle Utilities' C2M; from eliminating costly Topic: Implementation integrations to having shared interfaces across previously separate applications.

However, the product is still relatively young, and since the product evolved from individual modules, there are some nuanced items you may not be expecting. In this presentation, we will review detailed differences between C2M and the standalone products that could trip you up in a C2M implementation. We will cover items pertaining to conversion, maintaining syncs, moving meters to MDM/ODM, and more!

Melissa Ortman, Project Manager and Ben Brose, CC&B Functional Lead, ALLETE; and Allison Ritter, Managing Consultant, Triniti Consulting

12:00pm – 1:00pm BUFFET LUNCH

1:00pm – 2:00pm Breakout Sessions: Zilker Ballrooom Session 1: How Customer Service Can Leverage QLIK Topic: Customer Service The QLIK and COGNOS Dashboards that we have built help our customer service folks to

identify and work with our key customers, key areas for improvement and key benefits with a single plane of glass.

Ashish Smart, Enterprise Architect, Orlando Utilities Commission and Robert Thomas, Vice President, Origin Consulting

CONFERENCE AGENDA Customer Care & Billing CCB

Wednesday, March 4 Hyatt Regency Austin 1:00pm – 2:00pm Breakout Sessions: Texas Ballroom 1 Session 2: Investing in Analytics 2nd Floor Clark County WRD does not have access to actual water consumption figures from the Topic: Analytics water service provider that services their customer base, so bill amounts for wastewater

services are based upon the Equivalent Residential Unit (ERU). A single ERU value is based on 90,000 gallons consumed annually for a single-family residential unit. The district engaged HEXstream to build an analytics platform using a hybrid of Oracle Analytics Cloud (OAC) and an on-premise data warehouse to help them track key consumption indicators and gain more visibility into their rate structure. Deputy General Manager and CIO Jay Polack will describe how the system has enabled the District to find and fix errors, fine tune their rates and provide better and timelier information to their customers, including the large hotels and casinos on the famous Las Vegas Strip. Jay Polack, Deputy General Manager and CIO, Clark County Water Reclamation District; and Bill Silkett, Director of Sales Utility Analytics and Alyssa Stolmack, Marketing Generalist, HEXstream

Breakout Sessions: Texas Ballroom 2 Session 3: To SaaS or to PaaS – A Customer Perspective on Cloud Strategy 2nd Floor Enercare, Canada’s largest sub-metering service provider, along with their implementation Topic: Cloud partner, Red Clay Consulting, will share their considerations, thought processes and lessons learned in

formulating a cloud strategy to migrate from CC&B on-premise and upgrade to C2M. Lynne Powers, Executive Director, Red Clay Consulting Kevin Neild, Vice President, Customer Operations and Planning, Enercare Connections Inc. Mark Polston, Managing Consultant, Red Clay Consulting

Education Pavilion C2M TRAINING CLASS: More Than Just Customer Service Hill Country **CUSTOMER ATTENDANCE ONLY; PRE-REGISTRATION REQUIRED. No Partners/Vendor please. 1st Floor As customer expectations evolve, so do the cutting-edge features in C2M to manage

customer engagement and multi-channel customer communication. This is an instructor-led session that will include a conceptual presentation, demo, hands-on exercises and Q&A with interactive sharing. Certified instructor Angela Schulz, Red Clay Consulting

2:00pm – 2:15pm BREAK 2:15pm – 3:15pm Breakout Sessions: Zilker Ballroom Session 1: A CC&B User Success Story and the Power of Digital Wallets Topic: Payments Cedar Falls Utilities (CFU) is a municipally-owned public utility serving Cedar Falls, Iowa with

municipal water service, electricity generation and distribution, natural gas service, and combined cable television, Internet access, and phone service. CFU is fully integrated to the Oracle CC&B CIS providing operational benefits to CFU staff and delivering real-time self-serve payment options to customers through Paymentus. Join us to hear more about CFU and how small, mid-size, and large utilities can benefit from a tight, bidirectional real-time integration between partners Paymentus and Oracle. What’s more, we’ll dive into the power of digital wallets as secure payment tools that result in greater digital adoption, accelerated revenue collections, fewer delinquencies and improved customer satisfaction across all customer segments including the underserved and underbanked. Molly Cormaney, Customer Service Manager, Cedar Falls Utilities Rob Eberly, Regional Director, Paymentus

CONFERENCE AGENDA Customer Care & Billing CCB

Wednesday, March 4 Hyatt Regency Austin 2:15pm – 3:15pm Breakout Sessions: Texas Ballroom 1 Session 2: Data-Driven Process Improvement Analytics: Into, Out of, and Within CC&B 2nd Floor Exelon and Intoollect will demonstrate how applying a new style of analytics, called “process mining," Topic: Analytics quickly and proactively identifies bottlenecks in end-to-end utility business processes.

Dashboards reveal Click-by-Click process patterns to monitor and measure real time and historical deviations… server-to-server, day-to-day, and person-to-person. Regulatory compliance can be verified, as well as associated costs and benefits of process changes. Whether CC&B users are performing Billing, Collections, Payments, Field Activities, Service Activation, or other activities, each step in the process is measured and compared to short and long-term statistics. Machine-to-machine steps of the processes are also included for process measurements across external applications like Customer Self Service, Mobile and MDMS. Trend charts provide justification for investments in people and technology, empowering customer experience, contact center and meter-to-cash operations managers to make data-driven process improvement decisions with provable ROI’s.

Dante Creighton, Technical Analyst, Exelon and Maryann Wolff, Managing Partner, Intoollect

Breakout Sessions: Texas Ballroom 2 Session 3: Big Bang in Moving Multiple Applications to the Cloud 2nd Floor City of Lubbock Texas is embracing the Cloud by implementing multiple applications at Topic: Cloud one time, while rolling out AMI. What makes this multiple application

implementation unique, and what can we learn from this team that is leading the way. Jamie Cook, Customer Service & Billing Manager and Michelle Cook, Collection/Field Service Manager, City of Lubbock; and Pam Glanvill, President, TMG Consulting

Education Pavilion C2M TRAINING CLASS: Getting Usage Calculations Right? Hill Country **CUSTOMER ATTENDANCE ONLY; PRE-REGISTRATION REQUIRED. No Partners/Vendor please. 1st Floor Gone are the days of billing with “just a meter read." C2M’s powerful usage calculation

engine provides billing determinants from the simplest of meter reads to the complexities of Power Factors. This training course will examine the configuration for Usage Groups and Rules in C2M! This is a blended learning session that will include videos, quizzes, trivia game and Q&A with interactive sharing. Certified instructor Angela Schulz, Red Clay Consulting

3:15pm – 3:30pm BREAK

3:30pm – 4:30pm Breakout Sessions: Zilker Ballroom Session 1: Round Table Discussion

The 2020 Oracle Utilities CC&B User Group will once again include a very interactive Roundtable/Open Forum session to conclude our Day 1. In advance of this CCB round table discussion, it would be helpful to us to receive your topic suggestions & questions in advance. CLICK HERE TO SUBMIT TOPICS/QUESTIONS.

CONFERENCE AGENDA Customer Care & Billing CCB

Wednesday, March 4 Hyatt Regency Austin 5:30pm Buses Depart AN EVENING AT THE ICONIC 6th STREET MAGGIE MAE’S! 6:00pm – 8:30pm JUST ADDED: Featured on the rooftop stage…CMA Texas Songwriter of Year & People’s Choice Awards Duo of the Year, Thom Shepherd & Coley McCabe...THOM & COLEY!

Following the conference day, attendees will be delivered by coach to the iconic Maggie Mae’s. Established in 1978, it’s the epitome of all things Austin. Guests will enjoy regional appetizer stations, a hosted bar and the opportunity to roam the multi-story, 15,000 square foot venue which includes the Courtyard Bar, Legacy Lounge and the Rooftop Deck to enjoy views of the city skyline. Thom is the reigning People’s Choice Awards Singer Songwriter of the Year, writing two number one country hits,“Riding with Private Malone” and “Redneck Yacht Club,” three Texas Music number ones, has had over 100 songs recorded by other artists, two songs on Grammy nominated albums, and multiple top ten hits nationwide recorded by the likes of Montgomery Gentry, George Jones, Bucky Covington, Craig Morgan, David Ball and other Country greats. Coley is the TRMA Female Vocalist of the Year. Her song “Grow Young With You” was featured in the Natalie Portman / Ashley Judd film, “Where The Heart Is,” and she co-wrote the top 5 Platinum selling SheDaisy hit “Lucky 4 U.” She hails from West Virginia and has had songs recorded by artists ranging from Bill Anderson to Loretta Lynn. She also starred in the film “Alabama Love Story.” Visit www.ThomAndColey.com.

Transportation is provided to/from the Hyatt continuously throughout the event. Wristband Required for Admittance; casual attire. Guests welcomed with a Guest/Spouse registration (purchased at the OUUG Registration Desk). Hosted by TMG Consulting, Red Clay Consulting, Enterprise Solutions Consulting (ESC), HEXstream, Origin Consulting, Mythics, Milestone Utility Services, Oracle Utilities & Triniti Consulting Thursday, March 5 Hyatt Regency Austin 7:30am – 8:30am Continental Breakfast Zilker Lobby North 8:30am – 9:30am Breakout Sessions: Zilker Ballroom Session 1: Customer Self Service and Oracle Utilities Roadmap Topic: Customer Service Fayetteville Public Works Commission (FPWC): Melding your customer digital experience

overall into your Oracle Utilities Platform Strategy. Mark Lawler, CIO, Fayetteville Public Works Commission Texas Ballroom 1 Session 2: Agile Transformation at Avista: Leaving Waterfall Behind 2nd Floor Describing our experiences of transitioning from Waterfall and using Scrum as part Topic: Implementation of our Agile development process. We will discuss the structure of our teams, releases,

sprints, documentation and tools at Avista. Mary Silkworth, Manager Enterprise Systems, Avista Corporation and Grant Murray, Chief

Solution Architect, Utility Solution Partners

CONFERENCE AGENDA Customer Care & Billing CCB

Thursday, March 5 Hyatt Regency Austin 8:30am – 9:30am Session 3: Leading the Way with Upgrading CC&B to CCS Texas Ballroom 2 Hillsborough and Grant Counties are the first Oracle Utilities customers to upgrade from 2nd Floor CC&B to CCS, and will share experiences, lessons learnt and the benefits with SaaS. Topic: Cloud Koni Cassini, Division Director of Enterprise Solutions and Greg McLean, Information and

Innovation Office, Hillsborough County; Derin M. Bluhm, Chief Technology Officer, Grant County PUD; and Pam Glanvill, President, TMG Consulting

9:30am – 9:45am BREAK 9:45am – 10:45 am Breakout Sessions: Zilker Ballroom Session 1: Leveraging Technology to Expand Energy Products and Enhance Customers’ Lives Topic: Cloud Utilities across the globe are looking for new revenue streams that also enrich the lives of

customers, and technology is enabling new products and services that are viable to utility business operations and valuable energy solutions for customers. This session will explore how one Colombian utility, EPSA—a CELSIA Company, leveraged the power of the Cloud and connected technology to build an innovative portfolio of energy products—including efficient bulbs, electric bikes/scooters, efficient appliances, end-to-end solar deliver and more. Join EPSA and Red Clay Consulting for a look at how they deployed and leveraged Oracle Utilities Customer to Meter (C2M) on PaaS, Oracle Sales Cloud, Oracle Service Cloud and Oracle Field Service Cloud to market, sell, deliver and support a suite of energy solutions for engaged customers. Janeth Aparicio, Vice President of Customer Operations, EPSA (a CELSIA Company); Lynne Powers, Executive Director; Jaime Cardenas, Director of Latin American Operations and Fernando Pino, Senior Consultant, Red Clay Consulting

Texas Ballroom 1 Breakout Sessions: 2nd Floor Session 2 The Importance of Not Rushing Your CIS Conversion Topic: Implementation It can be tempting to rush through your CIS conversion in order to go live faster. Louisville Water Company has learned firsthand why you need to take the extra time and make

careful steps to ensure customers are not negatively impacted. However, the conversion experience was not all negative – they were able to get a fresh start with their payment processing and also discovered issues that they may have never known about. Learn from Louisville Water’s conversion experience and how Utilitec supported them through their project management skills and post-go live support. Learning Topics: • Important items to consider during a conversion • Working with a partner who has expertise in your chosen CIS

Meghan Starnes, Budget Specialist II, Louisville Water Company; and Erin Romo, Director of Customer Success & Alisha Burke, Marketing Coordinator, Utilitec

CONFERENCE AGENDA Customer Care & Billing CCB

Thursday, March 5 Hyatt Regency Austin 9:45am – 10:45 am Session 3: Managed Oracle Customer Cloud Service (MSaaS) – Focus on Customer Texas Ballroom 2 Going to cloud is inevitable. Let’s discuss the benefits, challenges and options for utilities to 2nd Floor get focus back on their customer needs. Topic: Cloud Jeff Wiklund, Director of IT, Vicinity Energy and RJ Kumar, CEO, Enterprise Solutions

Consulting (ESC)

10:45am – 11:00am BREAK 11:00am – 12:00pm Breakout Sessions: Zilker Ballroom Session 1: Driving Technology Toward a Digitally Engaged Customer Topic: Customer Service Today’s utility customer is evolving from bill-payer to engaged utility partner, and at the

heart of this shift is digital technology and data. But the CIS systems of yesterday weren’t built for the connected customer and devices of today. Join this session to hear how Pasadena Water and Power is strategically laying a modern meter-to-cash technology foundation—rooted in a legacy CIS replacement and AMI rollout—that connects data and devices across customer-facing operations to deliver modern experiences that meet the evolving expectations of digitally-minded customers at the intersection of data, information, and empowerment. Jeremy Marquette, Utility Operational Technology Manager, Pasadena Water & Power and Lynne Powers, Executive Director, Red Clay Consulting

Texas Ballroom 1 Session 2: Auditing Your Rates Configuration 2nd Floor Sharing the process, findings, benefits and improvements of our rates configuration audit. Topic: Rates/Auditing Norma Black, Business System Specialist, City of Long Beach CA and Fran Couzens, Sr.,

Solution Architect, Utility Solutions Partners 11:00am – 12:00pm Breakout Sessions: Texas Ballroom 2 Session 3: City of Jackson, MS - CC&B Move and Improve to OCI 2nd Floor Mythics Utilities Practice was engaged by Oracle to present a solution to move and improve the Topic: Cloud City of Jackson's Customer Care and Billing system to Oracle Cloud Infrastructure. Their

CC&B v2.5 system needed an application stack upgrade as well as a technical stack upgrade. The City was losing a large amount of billable revenue month over month and needed the Mythics Utilities team to Move, Improve, and Enhance their systems to assure the revenue leakage was plugged.

This session, delivered by Mythics and the City of Jackson, will give insight to the

solution, plan, strategic vision, and success factors to moving from on-premises to Oracle Cloud. We'll discuss the challenges and pitfalls that come with Oracle Utilities Cloud Migrations. Director of Public Works, City of Jackson MS; Oracle Utilities; and Damon Brown, Utilities Cloud Director, Mythics, Inc.

12:00pm CONFERENCE ENDS