BEFORE THE NEW MEXICO PUBLIC REGULATION COMMISSION
IN THE MATTER OF PUBLIC SERVICE COMPANY OF | ) |
NEW MEXICO'S APPLICATION FOR AUTHORIZATION | ) |
TO IMPLEMENT GRID MODERNIZATION | ) |
COMPONENTS THAT INCLUDE ADVANCED | ) Case No. 22-00058-UT |
METERING INFRASTRUCTURE AND APPLICATION | ) |
TO RECOVER THE ASSOCIATED COSTS THROUGH | ) |
A RIDER, ISSUANCE OF RELATED ACCOUNTING | ) |
ORDERS, AND OTHER ASSOCIATED RELIEF | ) |
_______________________________________________________
DIRECT TESTIMONY
OF
MARIO A. CERVANTES
October 3, 2022
NMPRC CASE NO. 22-00058-UT
INDEX TO THE DIRECT TESTIMONY OF
MARIO A. CERVANTES
WITNESS FOR
PUBLIC SERVICE COMPANY OF NEW MEXICO
INTRODUCTION AND PURPOSE ...................................................................... | ||
AMI BILL MANAGEMENT ENHANCEMENTS ............................................... | ||
III. | CUSTOMER ENERGY MANAGEMENT PLATFORM ................................... | 10 |
IV. | CALL CENTER STAFFING FOR AMI DEPLOYMENT.................................. | 18 |
- COMPLIANCE WITH REGULATIONS AND REQUEST FOR LIMITED
VARIANCE.......................................................................................................... | 21 |
VI. CONCLUSION..................................................................................................... | 23 |
PNM Exhibit MAC-1 | Resume |
PNM Exhibit MAC-2 | Prepay Energy Working Group- Prepay Trends Analysis & |
Database Update |
Self-Verification
i
DIRECT TESTIMONY | |
OF MARIO A. CERVANTES | |
NMPRC CASE NO. 22-00058-UT | |
1 | I. INTRODUCTION AND PURPOSE |
2 |
- Q. PLEASE STATE YOUR NAME, POSITION AND BUSINESS ADDRESS.
- A. My name is Mario A. Cervantes. I am the Director of Customer Experience for
- Public Service Company of New Mexico ("PNM"). My address is 414 Silver
- Avenue, SW, Albuquerque, New Mexico 87102.
7
- Q. PLEASE SUMMARIZE YOUR EDUCATIONAL BACKGROUND AND
- PROFESSIONAL QUALIFICATIONS
- A. Please see PNM Exhibit MAC-1 for my educational background and professional
- qualifications.
12
- Q. PLEASE DESCRIBE YOUR RESPONSIBILITIES AS DIRECTOR OF
- CUSTOMER EXPERIENCE.
- A. In my role, I am primarily responsible for the development and execution of the
- Customer Experience strategy for PNM. My areas of responsibility include the
- PNM Contact Center, Voice of the Customer and Insights, Digital Experience,
- Revenue Operations, and Low-Income Programs.
19
1
DIRECT TESTIMONY
OF MARIO A. CERVANTES
NMPRC CASE NO. 22-00058-UT
- Q. WHY IS GRID MODERNIZATION NECESSARY TO IMPROVE THE
- PNM CUSTOMER EXPERIENCE?
- A. PNM's proposed grid modernization is critical to improving customer experience
4 and engaging customers as partners in moving toward a carbon-free future.
- Through outreach, PNM received consistent feedback regarding the need for more
- detailed customer energy usage information and more advanced tools to manage
7 | bills. PNM's grid modernization plan will provide a pathway to enhancing |
8 | customers' experience by providing granular energy usage data through the |
- Customer Energy Management Platform. It will also give customers new bill
- management tools, including the ability to pre-pay, set their own bill date, and set
- customized alerts about usage or rates. In the longer term, the grid modernization
- improvements will allow customers to better understand their energy options for
- distributed energy resource adoption, efficiency programs, and time-of-day rates.
- The grid modernization investments PNM proposes in this application are
- important steps toward the customer empowerment that will be necessary to meet
- the state's environmental goals while also maintaining system reliability and
- affordability.
18
- Q. PLEASE STATE THE PURPOSE OF YOUR DIRECT TESTIMONY.
- A. The purpose of my testimony is to: 1) describe the advanced metering infrastructure
- ("AMI") bill management enhancements; 2) describe the Customer Energy
- Management Platform features and benefits; 3) describe call center staffing needs
2
DIRECT TESTIMONY
OF MARIO A. CERVANTES
NMPRC CASE NO. 22-00058-UT
- as AMI is deployed; and 4) describe how PNM plans to comply with New Mexico
- Public Regulation Commission ("NMPRC" or "Commission") regulations and its
- request for a limited variance.
4
5II. AMI BILL MANAGEMENT ENHANCEMENTS
6
- Q. HOW DOES AMI ENABLE CUSTOMERS TO MANAGE THEIR BILLS?
- A. The AMI system collects customer interval energy usage data daily and stores it in
- the Meter Data Management System ("MDMS"). The daily usage data updates are
- combined with historical usage data and made available to customers through the
- Customer Energy Management Platform. This Platform provides customers
- information regarding their hourly, daily, monthly, and annual energy usage.
- Customers will have insight into their total usage and peak demand for each bill
- period. The Customer Energy Management Platform will also apply the customer's
- rate to estimate total bill costs at the end of the billing period.
16
- The primary function of the AMI meter is to measure the amount of electricity used
- over specific time intervals for billing purposes. For example, customers enrolled
- in the whole-home electric vehicle ("WHEV") rate can use the interval data by
- segmenting the consumption data into the time-of-day increments in alignment with
- that rate structure. If the rate structure changes over time, the interval data supports
3
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PNM Resources Inc. published this content on 30 September 2022 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 03 October 2022 22:35:28 UTC.