Conference Brochure - American Public Power Association

Breakout Sessions at a GlanceMonday, Nov. 4 Customer Services Public Communications Energy Services Economic Development Key Accounts10:30 a.m.–Noon Customer ServiceRoundtablePublic CommunicationsRoundtableEnergy ServicesRoundtableKey Accounts/Economic Development Roundtable1:30–2:45 p.m. Working with AllGenerations toProvide ExcellentCustomer ServiceTo Print or Not to Print?Best Practices inEE Program Design,Administration andEvaluationHigh-Tech Marketing forEconomic DevelopmentLinking Customers andPolicymakers3–4:15 p.m. Maximizing Your CallCenter PerformanceTrends in Mobile Appsand WebsitesUsing Analytics toEngage Customersand Accelerate EnergyEfficiencyLearning from DataCenter MagnetCommunitiesWhen Energy EfficiencyMakes Sense for C&ICustomers4:30–5:30 p.m. What’s Hot in Economic Development and Site SelectionTuesday, Nov. 5 Customer Services Public Communications Energy Services Economic Development Key Accounts8:30–10 a.m. Talking CustomersThrough High BillComplaintsTrends in New MediaEngagementMunicipal Financing ofCustomer Energy ProjectsTrends in Incentive Ratesand Green PowerHow to Make Your KeyAccount Event a Success10:15–11:45 a.m. Strategies to Avoid Smart Grid Backlash from Customers Using Energy Services Offerings to Attract andRetain Business CustomersGetting Internal Buy-Infor Your Key AccountsProgramJoint Action / State / Regional Organization RoundtablePositioning Your Utility to Succeed in a Sellout Evaluation1:15–2:45 p.m. Embracing Technologyto Enhance the CustomerExperienceSuccessful CommunicationsCampaignCase StudiesThe Indoor LEDRevolutionSite Selection Panel:Business Trends 2013Using CommunityPartnerships toRetain Customers3–4:15 p.m. Think Before You Send:Public Records RequestIssues for CustomerServiceShaping the Dialogueabout the Future ofEnergy: 10 Opportunitiesfor Public PowerCommunity Solar andEnergy Storage:Best Models for PublicPowerNew Business and JobCreation through HealthCare Sector GrowthFinding Partners inProviding EnergyAnalyses for YourC&I CustomersWednesday, Nov. 6 Customer Services Public Communications Energy Services Economic Development Key Accounts8:30–9:30 a.m. Credit and CollectionsRoundtablePublic CommunicationsRoundtableEmerging TechnologiesRoundtableEconomic DevelopmentRoundtableKey AccountsRoundtableCo-hosted by:

Monday, Nov. 4Key to Sessions7:30 a.m.–4:30 p.m.Conference RegistrationPlaza FoyerCustomer ServicesEconomicDevelopmentEnergy ServicesKey AccountsPublicCommunications7:30–8:30 a.m.Networking Continental BreakfastPavilion WestTo help you make the most of your time away from the office,the conference offers informal networking breakfasts. Nospeakers or moderators; just a chance to meet and visit withyour peers and learn more about the conference sponsors.8:30–10 a.m.Opening General SessionPavilion EastRecommended CEUs .2 / PDHs 1.5 / CPEs 1.8, SpecializedKnowledge & ApplicationsPresiding: Kim Weaver, Energy Services Manager, City ofRocky Mount, N.C., and Chair, APPA Customer ConnectionsSectionThe Challenges Facing Public PowerMark Crisson, President & CEO, American Public PowerAssociation, Washington, D.C.New Strategies for EffectivePublic CommunicationsPublic power utilities have a great, even heroic, story to tell, butthey face heightened challenges to communicate the value oftheir services in an environment where persistent issues are oftenmagnified by digital and social media. The good news is thatthose very media can be used to show their customers what itreally takes to keep the electricity flowing. While many utilitiesare already adept social media practitioners, additional strategiesand ever-evolving best practices—online and off—can betailored to the changing needs of diverse stakeholders.Richard Levick, President & CEO, Levick StrategicCommunications, Washington, D.C.10–10:30 a.m.BreakPavilion WestTake advantage of this opportunity to learn more about theconference sponsors.10:30 a.m.–NoonBreakout SessionsRecommended CEUs .2 / PDHs 1.5 / CPEs 1.8Customer Service RoundtableGalleria SouthCPE Field of Study: Specialized Knowledge and ApplicationsMeet and network with public power customer serviceprofessionals from around the country while discussingthe hot topics facing your utility.Presiding: Karen Thomas, Assistant Vice President, CustomerService, EPB, Chattanooga, Tenn., and Chair, APPA CustomerServices CommitteeKey Accounts/Economic DevelopmentRoundtableBroadway I & IICPE Field of Study: MarketingJoin industry colleagues for a discussion of hoteconomic development and key account issuesfacing your utility. Topics will include attracting new customerswhile keeping current customers satisfied, commercial recruitment,and strategies to encourage key accounts and economicdevelopment departments to work as a team.Presiding: Susan Reed, Manager of Economic Developmentand Member Services, Indiana Municipal Power Agency,Carmel, Ind., and Chair, APPA Economic DevelopmentCommitteeMark CrissonRichard Levick

Monday, Nov. 4Energy Services RoundtableBroadway III & IVCPE Field of Study: Specialized Knowledge and ApplicationsThis session will offer conference attendees the opportunityto network and discuss energy services issuesincluding:n Energy efficiency as a resourcen Marketing energy efficiency to your business customersn Successful energy efficiency programsn Potential game changersPresiding: Joni Livingston, Energy Services Manager,Missouri River Energy Service, Sioux Falls, S.D., and Chair,APPA Energy Services CommitteePublic Communications RoundtableGalleria NorthCPE Field of Study: CommunicationsThis session will offer conference attendees the opportunityto network and discuss communications issues,including:n Examples of customer engagement(e.g., contests, calendars, etc.)n Measurement: What are we collecting (website data,Facebook, etc.) and what are we learning? How are weusing analytics?n Sponsorship best practicesPresiding: Carolyn Justice-Hinson, Communications andCommunity Relations Manager, Fayetteville Public WorksCommission, N.C., and Chair, APPA Public CommunicationsCommitteeNoon–1:30 p.m.Lunch with Your Colleagues & SponsorsPavilion WestJoin your colleagues and enjoy a meal while taking advantage ofthis final opportunity to visit with conference sponsors.1:30–2:45 p.m.Breakout SessionsRecommended CEUs .1 / PDHs 1.3 / CPEs 1.5Working with All Generations toProvide Excellent Customer ServiceGalleria SouthCPE Field of Study: Specialized Knowledge and ApplicationsWith four generations of customers and employeescome four sets of attitudes and expectations. Learnabout the characteristics of these generations—Traditionals,Baby Boomers, Generation X and Millennials—and how to meetthe expectations of both customers and employees of thesedifferent generations.Speaker: Danette Scudder, Member Services Manager,Tennessee Valley Public Power Association, Inc., Chattanooga,Tenn.Presiding: Bill Shepherd, Gainesville Regional Utilities, Fla.,and Vice Chair, APPA Customer Services CommitteeHigh-Tech Marketing for Economic DevelopmentBroadway ICPE Field of Study: MarketingIs your economic development program using the mostcurrent and effective marketing techniques? In the fastpacedworld of social media and digital marketing, it is importantto keep up with the latest trends and technologies. Thissession will provide case studies, best practices and creativeideas on how to communicate with your target markets andcapitalize on social media marketing.Speakers: Aaron Brossoit, Vice President of Business Development,Golden Shovel Agency, Felton, Calif.; Maggie Davis,Vice President of Marketing and Communications, GreaterPortland, Inc., Ore.; and Jill Miles, CEcD, National RecruitmentOfficer, Oregon Business Development Department, Portland,Ore.Presiding: Susan Reed, Carmel, Ind.Linking Customers and Policymakers:A Recipe for SuccessBroadway IICPE Field of Study: Specialized Knowledge and ApplicationsUniting customers with local and national politicians canbuild new relationships that lead to a better understandingby policymakers of the industry and the challenges it faces.

Hear best practices for linking your key account customers withyour legislators.Speakers: Tony Cannon, General Manager/CEO, GreenvilleUtilities Commission, N.C., and Vice Chair APPA CustomerConnections Section; and Harold DePriest, President & CEO,EPB, Chattanooga, Tenn.Presiding: Allen Wood, Key Account Manager, Bryan TexasUtilities, and Vice Chair, Key Accounts Committee2:45–3 p.m.BreakPlaza Foyer3–4:15 p.m.Breakout SessionsRecommended CEUs .1 / PDHs 1.3 / CPEs 1.5Best Practices in Energy Efficiency ProgramDesign, Administration and EvaluationBroadway III & IVCPE Field of Study: Specialized Knowledge and ApplicationsTechnology advances, energy efficiency standards rampup and reporting requirements increase. In the midst ofchange, you want programs that keep up, are well designed foryour community, efficient for your utility to administer and producetangible results. Speakers in this session will offer strategiesfor designing effective programs, review options for trackingsystems and discuss the role of these systems in cost-effectiveprogram administration.Speakers: Curt Atkins, Energy Services Manager, WaverlyLight and Power, Iowa; and Jason LaStella, Director of Publicand Cooperative Utilities, EnergyOrbit, Sebastopol, Calif.Presiding: Anne Kimber, Director of Energy Services, IowaAssociation of Municipal Utilities, Ankeny, Iowa, and Vice Chair,Energy Services CommitteeTo Print or Not to Print?Galleria NorthCPE Field of Study: CommunicationsIn a climate of economic and environmental challenges,many utilities are cutting back on printed materials. Thispresents pitfalls and opportunities. Examine how to maximizeefficiencies without leaving stakeholders out of the discussion.Attendees will be invited to share digital and printedmaterials from their utilities.Speakers: Chris Gent, Vice President of CorporateCommunications, Kissimmee Utility Authority, Fla.; and LanceRobertson, Public Affairs Manager, Eugene Water and ElectricBoard, Ore.Presiding: Carolyn Justice-Hinson, Fayetteville , N.C.Maximizing Your Call Center PerformanceGalleria SouthCPE Field of Study: Management Advisory ServicesLearn about call center best practices, including strategiesto measure performance, appropriate staffinglevels, call monitoring and quality assurance, and more.Speaker: Penny Reynolds, Founding Partner, The Call CenterSchool, Naperville, Ill.Presiding: Karen Thomas, Chattanooga, Tenn.Learning from Data Center Magnet CommunitiesBroadway ICPE Field of Study: Specialized Knowledge and ApplicationsWith states and regions—large and small—competingfor data center projects, public power communities arewell-positioned to capitalize on this opportunity to build loadand revenue while contributing to the economic development oftheir region. Data centers bring substantial investment into thecommunity and are ideal customers for a utility—they consumea lot of power but maintain a stable load, provide high-payingjobs and can help a community project an image of a place thatis in step with the modern, high-tech economy. Hear trends andbest practices from those who have had success in this growingindustry and learn how to leverage the benefits of your publicpower community to attract data centers.Speakers: David Aaroe, Executive Vice President, FortisConstruction, Inc., Portland, Ore.; Tom Long, Executive VicePresident, Business Recruitment, San Antonio EconomicDevelopment Foundation, Texas; and Tim O’Brien, EconomicDevelopment Manager, Omaha Public Power District, Neb.Presiding: Roberta Pinkerton, Community EconomicDevelopment Coordinator, Omaha Public Power District, Neb.,and Vice Chair, APPA Economic Development Committee

Tuesday, Nov. 57:30 a.m.–4:30 p.m.Conference RegistrationPlaza Foyer7:30–8:30 a.m.Networking Continental BreakfastPlaza Foyer8:30–10 a.m.Breakout SessionsRecommended CEUs .2 / PDHs 1.5 / CPEs 1.8Talking Customers Through High Bill ComplaintsGalleria SouthCPE Field of Study: Specialized Knowledge and ApplicationsWhen a customer complains about a high electricbill, customer service representatives need tools andresources to help the customer understand why the bill is sohigh. Hear how one utility trains its CSRs to respond to highbill complaints and learn about a new resource to help publicpower CSRs use actual recent and long-term average weatherdata to understand their electric bill.Speakers: Roger Farrer, Ph.D., CEM, CEA, Energy ServicesManager, and Palma Lough, Energy Services Specialist,Oklahoma Municipal Power Authority, Edmond, Okla.; and SethRoberts, Energy Consultant, Cumberland Electric, Clarksville,Tenn.Presiding: Bill Shepherd, Gainesville, Fla.Trends in Incentive Rates and Green PowerBroadway ICPE Field of Study: Specialized Knowledge and ApplicationsNew industry trends are emerging and electric rates arechanging due to the addition of automatic meter readinginfrastructure and renewable power standards. Learn how thesenew structures can be used to help promote economic developmentand hear creative approaches to leveraging incentive andgreen power rates to attract and retain businesses.Speakers: Mark Beauchamp, CPA, CMA, MBA, President,Utility Financial Solutions, Holland, Mich.; Sarah Sanchez-Santana, Economic Development Analyst, CPS Energy,San Antonio, Texas; and Craig Vincent, Account Manager,Nebraska Public Power District, Columbus, Neb.Presiding: Roberta Pinkerton, Omaha, Neb.How to Make Your Key Account Event a SuccessBroadway IICPE Field of Study: Specialized Knowledge and ApplicationsHear about best practices for hosting a successful keyaccount event, ranging from venue, sponsorships, timeof day, structured vs. unstructured, whom to invite and more.Get tips from your peers and share your success stories.Speakers: Mary Kay Alitz, Customer Programs Administrator,Independence Power & Light, Mo.; Mike Mozingo, BusinessServices Supervisor, ElectriCities of North Carolina, Inc., Raleigh,N.C.; Marc Shkolnick, Manager, Energy Services, Lincoln ElectricSystem, Neb.; and Tom Williams, Key Account Manager,Eugene Water & Electric Board, Ore.Presiding: Allen Wood, Bryan, TexasMunicipal Financing of Customer Energy ProjectsBroadway III & IVCPE Field of Study: Specialized Knowledge and ApplicationsThis session will offer a variety of solutions for utilitiesthat are exploring methods for offering energy efficiencyloan programs. Burlington Electric Department will present onthe potential for financing the cost of energy improvementsthrough a special tax on municipal property tax bills. The speakerswill address the program design process as well as theimplementation path for jurisdictions that want to create anenergy efficiency and renewable energy financing mechanismthat would allow property owners to repay through property taxes.Then hear about WPPI Energy’s Shared Savings Program,an on-bill repayment program that pays for energy efficiencyprojects with the resulting savings.Speakers: Tom Buckley, Manager, Customer & EnergyServices, Burlington Electric Department, Vt.; and BethCarlson, Manager of Mass Market Programs, WPPI Energy,Sun Prairie, Wis.Presiding: Joni Livingston, Sioux Falls, S.D.

Tuesday, Nov. 5Trends in New Media EngagementGalleria NorthCPE Field of Study: CommunicationsCustomers are receiving messages from new and differentchannels. This session will explore innovative waysto craft and deliver messages to diverse audiences and ways tomeasure results. Hear from representatives of Grady Britton, aPortland creative agency for advertising, digital marketing andPR.Speakers: Paige Campbell, President, Becky Engel,PR Director, and Sarah Prince, Media Director, Grady Britton,Portland, Ore.Presiding: J.T. McSpadden, Johnson City, Tenn.10–10:15 a.m.BreakPlaza Foyer10:15–11:45 a.m.Breakout SessionsRecommended CEUs .2 / PDHs 1.5 / CPEs 1.8Strategies to Avoid Smart Grid Backlashfrom CustomersGalleria SouthCPE Field of Study: Specialized Knowledge & ApplicationsAs utilities continue to deploy smart meters,in-home displays, and other technologies toadvance their smart grid rollout, they need to be ready for backlashfrom customers. This presentation will cover the types ofbacklash the industry is seeing from a national perspective andoffer best practices before, during and after deployment. Topicswill include smart meter opt-out costs, big brother conspiracytheories, privacy issues, customer bill of rights, third party productsand solutions for customers, how smart grid technologyactually impacts customers, and lessons learned from actualdeployments.Speakers: Puesh Kumar, Engineering & Operations Director,American Public Power Association, Washington, D.C.; andJudith Schwartz, President & Founder, To The Point, Palo Alto,Calif.Presiding: Carolyn Justice-Hinson, Fayetteville, N.C.; andKaren Thomas, Chattanooga, Tenn.Using Energy Services Offerings to Attractand Retain Business CustomersBroadway III & IVCPE Field of Study: Specialized Knowledge and ApplicationsEconomic development and energy servicesdepartments can be great partners when itcomes to attracting new business customers and helpingexisting customers to grow and expand. Energy services canbring money to the table in the form of energy efficiency incentivesand rebates, and can offer expertise and advice to helpcustomers make smart growth decisions. Economic developmentrepresentatives can leverage these offerings to make theircommunity’s business climate more attractive. In turn, energyservices can benefit from early notification of new construction,expansion, and remodeling projects that can be enhancedby energy efficiency. Hear case studies from utilities that haveleveraged these partnerships to enhance utility and communitydevelopment efforts.Speakers: Wade Carey, Energy Services Administrator,Central Lincoln PUD, Newport, Ore.; Jeffery Feldt, P.E.,General Manager, Kaukauna Utilities, Wis.Presiding: Joni Livingston, Sioux Falls, S.D.Getting Internal Buy-In forYour Key Accounts ProgramBroadway IICPE Field of Study: Specialized Knowledge and ApplicationsProviding excellent customer service to key accounts requiressupport from all utility departments. Learn how toget other employees to understand the value of a key accountprogram and the benefits of cooperation and communication tothe utility and the customer.Speakers: Larry Blaufus, Senior Manager of EnergyTechnologies and Services, Clark Public Utilities, Wash.; andTom Hovde, Senior Manager, Business Services, SnohomishCounty PUD, Everett, Wash.Presiding: Allen Wood, Bryan, TexasJoint Action/State/RegionalOrganization RoundtablePavilion EastCPE Field of Study: Specialized Knowledge and ApplicationsMeet with your peers to discuss the hot topics in the customerconnections areas facing joint action agencies and state andregional associations.Presiding: Justin Alberty, Corporate Communications Director,Grand River Dam Authority, Vinita, Okla.

Positioning Your Utility to Succeedin a Sellout EvaluationGalleria NorthCPE Field of Study: Specialized Knowledge and ManagementIn the coming years, utilities will be confronted with increasedregulations, the prospect of higher rates, heightened consumerexpectations and local economic challenges. If not handledproperly, these factors could prompt utility sellout discussions. Awell-run utility is the best defense against a sellout threat. Learnstrategies for operating an effective utility, including assessingstrengths and weaknesses, identifying warning signs of a takeoverand communicating the benefits of public power.Speakers: Jeff Haas, Vice President, Membership & IT,LeAnne Nienhuis, Education & Customer Programs Manager,and Ursula Schryver, Vice President, Education & CustomerPrograms, American Public Power Association, Washington,D.C.11:45 a.m.–1:15 p.m.Lunch on your own1:15–2:45 p.m.Breakout SessionsRecommended CEUs .2 / PDHs 1.5 / CPEs 1.8Embracing Technology to Enhancethe Customer ExperienceGalleria SouthCPE Field of Study: Specialized Knowledge and ApplicationsTechnology continues to change the customer servicelandscape. Hear about common tech-related customerservice challenges, what solutions are available, short- andlong-term trends, and how to create a case for moving forwardwith technology. Then, hear how a utility is optimizing its use ofnew technology to migrate customers to self-service options byupgrading its website and interactive voice response system,deploying advanced meters, and establishing an innovativepartnership to allow cash-only customers to use online andautomated telephone services.Speakers: Jim Anderson, Manager, Technology Assessmentand Selection Services, AAC Utility Partners, Reno, Nev.;Roseann Harrington, Vice President, Marketing, Communications& Community Relations, Orlando Utilities Commission, Fla.;and Bob Perialas, Customer Service Manager, Lansing Boardof Water & Light, Mich.Presiding: Karen Thomas, Chattanooga, Tenn.Site Selection Panel: Business Trends 2013Broadway ICPE Field of Study: Specialized Knowledge and ApplicationsWhy do some communities get the latest headquartersor plants and others do not? Hear from a panel of sitelocators to learn what they are looking for and what they wantto see and hear when they visit your community and meet withlocal leaders. Panelists will focus on a variety of industry sectors.Speakers: Seth Martindale, Managing Director, Global CorporateServices, CBRE Strategic Consulting, Los Angeles, Calif.;Dick Sheehy, Director, Site Selection, CH2M Hill, Portland,Ore.; and Josh Timberlake, Senior Manager, Deloitte Consulting,LLP, Chicago, Ill.Presiding: Susan Reed, Carmel, Ind.Using Community Partnershipsto Retain CustomersBroadway IICPE Field of Study: Specialized Knowledge and ApplicationsKey account managers develop multiple relationshipswithin the community to build a successful customerretention team. Hear about how utilities are working with otheragencies such as community economic development groupsand gas and water utilities to retain commercial and industrialcustomers.Speakers: Kim Weaver, Energy Services Manager, City ofRocky Mount, N.C., and Patrice Townsend, Supervisor, UtilityServices, Kansas City Board of Public Utilities, Kan.Presiding: Mary Kay Alitz, Independence, Mo.The Indoor LED RevolutionBroadway III & IVCPE Field of Study: Specialized Knowledge and ApplicationsLED lighting has the potential to cut lighting energyconsumption almost in half by 2030. With a wealthof new lighting products, new “smart” lighting controls and“human centric” lighting design, utilities are developing newlighting efficiency incentive programs to reflect these innovations.This session will cover lighting standards and will alsoprovide a comprehensive look at recent advances in indoorLED lighting and controls.Speakers: Robert Dupuy, Associate Principal & CreativeLighting Director, Interface Engineering, Portland, Ore.; andJason Tuenge, Lighting Research Engineer, Pacific NorthwestNational Laboratory, Portland, Ore.Presiding: Anne Kimber, Ankeny, Iowa

Tuesday, Nov. 5Successful Communications CampaignCase StudiesGalleria NorthCPE Field of Study: CommunicationsAll communications campaigns require strategic planning,careful execution, and a means for measuringsuccess. Learn about successful programs and the planningthat went into them.Speakers: Julio Torrado, Communications and MarketingCoordinator, Keys Energy Services, Key West, Fla.; and LaurieZagurski, Supervisor of Marketing and Communications,Omaha Public Power District, Neb.Presiding: Carolyn Justice-Hinson, Fayetteville , N.C.2:45–3 p.m.BreakPlaza Foyer3–4:15 p.m.Breakout SessionsRecommended CEUs .1 / PDHs 1.3 / CPEs 1.5Think Before You Send: Public Records RequestIssues for Customer ServiceGalleria SouthCPE Field of Study: Specialized Knowledge and ApplicationsIn an age of electronic communications and increasingprivacy concerns, open records requests pose aunique challenge. What kinds of information are subject to openrecords requests? How can you protect customer privacy inlight of these requests? What kinds of retention policies do youneed in place to meet legal obligations? When you get a publicrecords request, do you have a procedure for how to handle it?Speaker: Shayla McNeill, Utilities Attorney, GainesvilleRegional Utilities, Fla.Presiding: Bill Shepherd, Gainesville, Fla.New Business and Job Creation throughHealth Care Sector GrowthBroadway ICPE Field of Study: Specialized Knowledge and ApplicationsThe health services industry is projected to see continuedgrowth, bringing with it a rising demand for medicalfacilities. The increase in investment and development activity involvedin filling that demand will amplify the industry’s role as aneconomic development driver. Health care facilities serve as ananchor to the community and provide a steady source of jobs.They’re also an economic magnet for other types of industries,such as retail and hospitality, creating a competitive advantagefor business retention, expansion and recruitment. Hear a siteselector’s perspective and a public power community casestudy on the keys to attracting new health care developers andthe economic and community benefits that they provide.Speakers: Jeff Nelson, General Manager, Springfield UtilityBoard, Springfield, Ore.; John Tamulonis, CommunityDevelopment Manager, Economic Development, City of Springfield,Ore.; and Josh Timberlake, Senior Manager, DeloitteConsulting, LLP, Chicago, Ill.Presiding: Roberta Pinkerton, Omaha, Neb.Finding Partners in Providing Energy Analysesfor Your C&I CustomersBroadway IICPE Field of Study: Specialized Knowledge and ApplicationsA number of colleges and universities provide free orlow-cost energy analyses for commercial and industrialcustomers. Hear an overview of some of the resources availableand learn how some public power utilities are taking advantageof these resources.Speakers: Weston Arndt, Energy Services Representative/Program Coordinator, WPPI Energy, Sun Prairie, Wis.; andKevin Martin, Assistant Director, Energy Solutions, NorthCarolina State University, Raleigh, N.C.Presiding: Mary Kay Alitz, Independence, Mo.

Community Solar and Energy Storage:Best Models for Public PowerBroadway III & IVCPE Field of Study: Specialized Knowledge and ApplicationsHear a report on two DEED projects on “solar gardening”and solar energy management. One utility exploredthe potential for utility-driven, customer-owned solar photovoltaicinstallations of 10 MW or more. Another demonstrated thebenefits of implementing a community energy storage systemusing lithium-ion battery technology.Speakers: Stephen Frantz, Project Manager, Retail SolarProgram, Sacramento Municipal Utility District, Calif.; andBrent McKinney, Manager, Electric Transmission & Distribution,City Utilities of Springfield, Mo.Presiding: Anne Kimber, Ankeny, IowaShaping the Dialogue about the Future of Energy:10 Opportunities for Public PowerGalleria NorthCPE Field of Study: CommunicationsAs the energy industry becomes increasingly complex,there is a greater need to connect with customers,employees, elected officials and community members in a morecompelling way. As communicators, we have more channelsand better ways to share our message with consumers, yetpeople generally are more skeptical about what they hear fromorganizations. Learn how to shape dialogue about the future ofenergy—locally and nationally.Speaker: Andrei Mylroie, Partner, Desautel HegeCommunications, Spokane, Wash.Presiding: J.T. McSpadden, Johnson City, Tenn.4:30–6 p.m.The Year in Public PowerTV Commercials ReceptionPavilion EastPublic power utilities produce great TV commercials topromote their services and presence. View commercialsfrom other utilities and present your own at this informalreception. Viewers will have the opportunity to vote fortheir favorite TV spot and the “Audience Choice Award”will be presented at the closing session on Wednesday.Accreditation & CertificationInternational Economic Development Council (IEDC)This event is recognized by the International Economic DevelopmentCouncil (IEDC) as a professional development event that countstoward the recertification of Certified Economic Developers (CEcD).Continuing Education Units (CEUs)The American Public Power Association is an AuthorizedProvider by the International Association for Continuing Education andTraining (IACET), 1760 Old Meadow Road, Suite 500, McLean, VA22102; 703/ 506-3275. APPA complies with the ANSI/IACET 1-2007Standard which is recognized internationally as a standard of goodpractice. As a result of this Authorized Provider status, APPA is authorizedto offer IACET CEUs for its programs that qualify under the ANSI/IACET 1-2007 Standard.Professional Development Hours (PDHs)APPA educational practices are consistent with the criteria for awardingProfessional Development Hours (PDHs) as established by the NationalCouncil of Examiners for Engineering and Surveying (NCEES). Courseeligibility and number of PDHs may vary by state.Continuing Professional Education (CPE) CreditsThe American Public Power Association is registered with theNational Association of State Boards of Accountancy (NASBA) as asponsor of continuing professional education on the National Registry ofCPE Sponsors. State boards of accountancy have final authority on theacceptance of individual courses for CPE credit. Complaints regardingregistered sponsors may be addressed to the National Registry of CPESponsors, 150 Fourth Ave. N., Suite 700, Nashville, TN 37219-2417.Website: www.nasba.org.APPA is pleased to offer conference delegates verification of attendancefor up to 18 CPE credit hours for attending the conference, orup to 26 CPE credit hours for individuals also attending pre-conferenceseminars. There are no prerequisites for the sessions offered; no advancepreparation is required for any sessions or seminars. All sessionsare group-live offerings; program level should be considered “basic” unlessotherwise noted. Credit hours and areas of study for the individualsessions are listed in the conference program.All hours are subject to change based on the final course agenda.Certificates will be awarded to participants who turn in the Verificationof Attendance form at the end of the conference. For more informationregarding administrative policies, such as clarification of requirements,complaints, and refunds, please contact LeAnne Nienhuis at202/467-2973.

Wednesday, Nov. 67:30–8:30 a.m.Networking Continental BreakfastPlaza Foyer8:30–9:30 a.m.Breakout SessionsRecommended CEUs .1 / PDHs 1 / CPEs 1.2Credit & Collections RoundtableGalleria SouthCPE Field of Study: Specialized Knowledge and ApplicationsAre credit and collections issues keeping you up atnight, or are you sleeping soundly? Bring your questionsand critical issues and be prepared to share your experiences atthis open discussion.Presiding: Bill Shepherd, Gainesville, Fla.; and KarenThomas, Chattanooga, Tenn.Economic Development RoundtableBroadway ICPE Field of Study: Specialized Knowledge and ApplicationsDiscuss key issues facing utility economic developmentprofessionals. Topics will include:n Supporting entrepreneurs and mid-sized firmsn Demonstrating the value of economic developmentwithin your utilityn Best new economic development programsPresiding: Roberta Pinkerton, Omaha, Neb.; and SusanReed, Carmel, Ind.Key Account RoundtableBroadway IICPE Field of Study: Specialized Knowledge and ApplicationsThis roundtable is an open forum for key account managersto discuss issues addressed over the previous twodays and other current issues. Discuss new communicationmethods utilizing technology; how to maintain a relationship andcontinue the conversation with your key accounts when youdon’t have anything new to share; and balancing the need toprovide incentives to keep customers in town without alienatingyour other customers.Presiding: Mary Kay Alitz, Independence, Mo.; and AllenWood, Bryan, TexasEmerging Technologies RoundtableBroadway III & IVCPE Field of Study: Specialized Knowledge and ApplicationsEnergy services representatives are always on a questfor new energy-efficient technologies. Hear aboutemerging technologies that are almost ready for prime time.Afterwards, participants will have the opportunity to share innovativeprojects from their utilities and ask questions.Presiding: Joni Livingston, Sioux Falls, S.D.;and Anne Kimber, Ankeny, IowaPublic Communications RoundtableGalleria NorthCPE Field of Study: Specialized Knowledge and ApplicationsDiscuss key issues facing utility public communicationsprofessionals. Topics will include:n Emergency communications best practices and toolsn Creating a culture of communicationn Wild card topicsPresiding: Carolyn Justice-Hinson, Fayetteville , N.C.;and J.T. McSpadden, Johnson City, Tenn.

9:45–11:30 a.m.Closing General SessionPavilion EastRecommended CEUs .2 / PDHs 2 / CPEs 2.4, SpecializedKnowledge & ApplicationsPresiding: Kim Weaver, Rocky Mount, N.C.Honoring Our ColleaguesPresentation of Annual Report Contest Awards, EnergyEfficiency Management Certificates, Key Public Power AccountExecutive Certificates and The Year in Public Power TVCommercials “Audience Choice” Award.Tapping Our Inner Futurist:The Art and Science of Lookingat the Future Customer ExperienceIn recent years, the utility industry absorbed a wave of claimsbased on transformative innovations around smart grid andsocial media-based relationships aimed at reinventing the customerexperience. While some claims may have overstated therole of new technologies, there is still a need to focus on transformingthe relationship with customers based on 21st centurytechnologies, business models and user expectations.Futurist Garry Golden will discuss ways to interpret signalsof change and how to manage expectations with customersand employees. He will look at the future of data-driven servicedesign and business models based on automation and discussways to carry the message of future opportunities back to yourorganization.Garry Golden, Futurist, Forward Elements, Inc., Brooklyn, N.Y.12:30–4:30 p.m.APPA Customer Services BenchmarkingSurvey Results MeetingGalleria SouthAPPA and First Quartile Consulting will meet with utilities thatparticipated in the 2013 APPA Customer Services Benchmarkingsurvey. First Quartile Consulting will share survey results,discuss performance findings, and identify new trends and bestpractices.Conference SponsorsDiamondPlatinumGoldSilver11:30 a.m.AdjournA program of the Energy Education Council

Recognition2013 Annual Report Award RecipientsAPPA’s Annual Report Contest recognizes members for reportsthat are well-written and designed, creative, organized, andprovide complete financial data. Awards are presented duringthe Wednesday morning general session. All entries aredisplayed in the registration area. Recipients are:Class AEntrants with gross revenues of $400 million or morePrintAward of ExcellenceSacramento, Calif., Municipal Utility DistrictAward of MeritAmerican Municipal Power, Inc., Columbus, OhioNebraska Public Power District, Columbus, Neb.Class BEntrants with gross revenues of $200 million-$399,999,999PrintAward of MeritGainesville, Fla., Regional UtilitiesPasadena, Calif., Water and PowerClass CEntrants with gross revenues of $75 million-$199,999,999PrintAward of ExcellenceRochester, Minn., Public UtilitiesAward of MeritMinnesota Municipal Power Agency, Minneapolis, Minn.DigitalAward of ExcellenceHolland, Mich., Board of Public WorksAward of MeritMissouri River Energy Services, Sioux Falls, S.D.Class DEntrants with gross revenues of less than $75 millionPrintAward of ExcellenceMason County Public Utility District No. 3, Shelton, Wash.Award of MeritHeartland Consumers Power District, Madison, S.D.Annual report contest judges were: Scott Gates, ManagingEditor, National Rural Utilities Cooperative Finance Corp., Dulles,Va.; Jerry and Jo Leonard, Owners, Blue Star Stuff printing andmailing, Occoquan, Va.; and Tom Tiernan, Editor, Platts ElectricPower Publications, Washington, D.C.

2013 Energy Efficiency Management Certificate Program GraduatesClint AllenEnergy Efficiency EngineerDanvers Electric Division, Mass.Lindsey BashlineCustomer Relations SpecialistLoveland Water and Power, Colo.Dirk BierbaumKey Account RepresentativeRochester Public Utilities, Minn.Sharron EmmonsEnergy Conservation SpecialistWallingford Departmentof Public Utilities, Ct.Lovita GriffinRate AnalystArkansas Public Service CommissionLittle Rock, Ark.Nina JonesRate AnalystArkansas Public Service CommissionLittle Rock, Ark.Matthew KlucherDirector, Rates and Demand ResourcesArkansas Public Service CommissionLittle Rock, Ark.Leslie KoscieleckiAssistant DirectorBay City Electric Light and Power, Mich.Lisa LemonsKey Accounts, EnergyEfficiency and Sustainability ManagerDenton Municipal Electric, TexasClay MonroeSenior Account Manager LeadCity of Riverside Public Utilities, Calif.Sharon MorrisUtility Services CoordinatorLowell Light and Power, Mich.William SwansonEnergy Services RepresentativeNew Ulm Public Utilities, Minn.Fawn WalkerEnergy Services CoordinatorNorwich Public Utilities, Ct.2013 Key Accounts Certificate Program GraduatesKyle BrownElectric EngineerGreenville Utilities Commission, N.C.Amy CollinsEnergy Services Field RepresentativeMissouri River Energy ServicesSioux Falls, S.D.Tracey HewsonCustomer Relations Business SpecialistLoveland Water and Power, Colo.Darren HunterContracts and Industries CoordinatorHuntsville Utilities, Ala.Chris KeyContracts and Industries CoordinatorHuntsville Utilities, Ala.Shannon MurfieldEnergy Services RepresentativeMissouri River Energy ServicesSioux Falls, S.D.

Customer Connections SectionAPPA’s Customer Connections Section sponsorsthis annual meeting. The section supports five committeesorganized for professional development andnetworking: Customer Services, Economic Development,Energy Services, Public Communications andKey Accounts. For more information about the committees,contact APPA at 202/467-2900 or www.publicpower.org. You do not need to be a committeemember to participate in the conference. APPAthanks the section and committee officers who havebeen instrumental in planning this meeting.Section OfficersChair: Kim WeaverEnergy Services ManagerCity of Rocky Mount, N.C.Vice Chair: Tony CannonGeneral Manager/CEOGreenville UtilitiesCommission, N.C.Committee OfficersCustomer Services CommitteeEconomic Development CommitteeChair: Karen ThomasAssistant Vice President,Customer ServiceEPB, Chattanooga, Tenn.Vice Chair: Bill ShepherdCustomer OperationsDirectorGainesville RegionalUtilities, Fla.Chair: Susan ReedManager of EconomicDevelopment& Member ServicesIndiana Municipal PowerAgency, Carmel, Ind.Vice Chair:Roberta PinkertonCommunity EconomicDevelopment CoordinatorOmaha Public Power District,Neb.

Energy Services CommitteePublic Communications CommitteeChair: Joni LivingstonEnergy Services ManagerMissouri River EnergyServices, Sioux Falls, S.D.Vice Chair: Anne KimberDirector of Energy ServicesIowa Association ofMunicipal Utilities,Ankeny, IowaChair: CarolynJustice-HinsonCommunications &Community RelationsManagerFayetteville Public WorksCommission, N.C.Vice Chair:J.T. McSpaddenCommunications SpecialistJohnson City PowerBoard, Tenn.Key Accounts CommitteeChair: Mary Kay AlitzCustomer ProgramsAdministratorIndependence Power& Light, Mo.Vice Chair: Allen WoodKey Account ManagerBryan Texas Utilities, Texas

Key FactsMark Your Calendar2014 Customer Connections ConferenceOct. 26–29, 2014Hyatt Regency Jacksonville RiverfrontJacksonville, Fla.2015 Customer Connections ConferenceOct. 25–28, 2015Sheraton Austin at CapitolAustin, TexasBadgesPlease wear your badge to all conference and social events.Cell Phone RequestPlease silence all mobile devices when in sessions so they donot interrupt speakers and distract the audience.Conference EvaluationA link to an online survey about the conference will be emailedto attendees after the conference. We appreciate your valuablefeedback.Conference PresentationsCopies of the speakers’ presentations are available on APPA’swebsite, www.publicpower.org.DressThe attire for the conference is business casual. Since meetingroom temperatures vary, please prepare to dress for cool conditions.Grateful AppreciationWe are grateful to the committee officers, speakers and sponsorswho help plan, present, and support this conference.Guest ActivitiesConference registrants may bring a guest to the evening socialevents. Guests are welcome to attend the Sunday evening Meetand Greet reception and the Tuesday evening reception.Restricted SessionsAPPA reserves the right to designate any APPA meeting or sessionopen only to APPA regular members (public power utilities,rural electric cooperatives, joint action agencies and state/regionalassociations). Please inquire at the registration desk if youhave any questions.APPA Antitrust StatementAPPA reminds all those attending the Customer ConnectionsConference that various state and federal laws prohibit theexchange of information among competitors regarding matterspertaining to price, refusals to deal, markets division, tyingrelationships and other topics that might infringe upon antitrustlaws and regulations. No such exchange or discussion will betolerated during the meeting. A copy of APPA’s Statement ofCompliance with the Antitrust Laws is available upon request.