Key Accounts (Oct 15-17)

Utilities proactively partner with industrial, commercial and other large customers to better understand their needs, anticipate load, improve services, maintain competitive edge and stabilize the grid in their service territory. Join key accounts directors and managers to share best practices, and develop creative solutions to current challenges. The meeting format features a keynote from the host utility and ample time dedicated to roundtable conversation for members to share information and effective strategies for managing key accounts. Breakout sessions are utilized to provide more focused and relevant conversation as needed. Overall program content covers a wide range of topics, including: alternative energy; customer communication and education; organizational approaches and metrics for managing KA departments; new customer programs and business development.

General Details

  • Program Chair(s)
  • Carl Krutka, Key Customer Manager, Portland General Electric

    • Program Location
    • World Trade Center - Portland, Oregon
    • 25 SW Salmon Street
      Portland, Oregon 97204
    • Who Should Attend
      • Directors and Senior Managers of Key Account teams
      • Senior Account Managers
      • Major Accounts or Major Customer Representatives
      • Energy Solutions/Strategic Energy Partners or Advisors
      • Commercial or Industrial Account Services
      • Key account reps
  • Registration Options
  • Member: $299 USD

    Registration prices increases $50 after September 20, 2017. Registration includes access to all agenda items, meeting materials and a networking dinner as well as catered breakfast, light snacks and beverages at the meeting. Guest tickets are available for $75 and allows a personal guest (a spouse or partner who does not work in the energy industry) to accompany a registered attendee at the event. Guest registration includes all meals and receptions, and all program materials.

  • General Cancellation Policy
  • Due to contractual obligations, cancellations received 15 business days prior to the program will receive a full refund. Cancellations received 6 to 14 business days prior to the event will receive a refund, less a $100 administrative fee. No shows and last minute cancellations, 5 business days prior to the event or less, will be responsible for the full registration fee. Substitutions from your organization for the same event are always welcome.
  • Participation Policy
  • Western Energy Institute programs and events are open to energy companies (including gas production and electric generation, gas and electric transmission and gas and electric distribution utilities). Select programs and events are open to energy industry product and service suppliers. Programs and events are closed to all media representatives and to the general public.
  • For more information contact Christopher Lee, Senior Program Manager at (971) 255-4967.


Sunday, October 15, 2017

4:00 PM - 7:00 PM

Optional Networking: Portland Timbers MLS Soccer Game

Portland General Electric will be hosting a suite at Providence Park for the Portland Timbers vs. DC United MLS game. Sign up by adding this to your agenda builder during registration. *Game start time is 4:30pm **Space for this event is limited and will be given on a first-come first-served basis.

Providence park is located at 1844 SW Morrison St, Portland, OR 97205

Monday, October 16, 2017

10:00 AM - 11:30 AM

Optional Tour: PGE Dispatchable Standby Generation Command/System Control Center

PGE’s Dispatchable Standby Generation Command Center and System Control Center.
*Sign up for this optional tour during registration.
*Deadline to register for this tour is Wednesday, October 11th.

11:30 AM - 1:00 PM

Lunch on your own

There are many restaurants and food options in the area.

12:00 PM - 1:00 PM


1:00 PM - 1:30 PM

Welcome to Portland General Electric
Speaker(s): Carol Dillin, VP Customer Strategies & Business Development, Portland General Electric

Carol Dillin, Vice President, Customer Strategies & Business Development

1:30 PM - 3:00 PM

Focused Roundtable and Deep Dive Topics
Speaker(s): Krystal Swinton, Manager, Southern California Edison

Customer Satisfaction Surveys and Process Improvements

  • SoCal Edison uses Medallia, which is used in the hospitality industry. They will demo the system and report on early findings.
  • Each utility should be prepared to share the questions on its customer survey.

Electronic Billing Data for Customer Use (EDI, FTP, Excel)

  • What types of requests are you getting?
  • What information are you providing?
  • What formats are you able to provide to customers?
  • How many customers are taking advantage of this? Is it being marketed?

3:00 PM - 3:30 PM


3:30 PM - 5:00 PM

Focused Roundtable and Deep Dive Topics (continued)
Speaker(s): Wayne Svilar, Security Manager, Portland General Electric, Jay Jewess, Director, Business Continuity & Emergency Management, Portland General Electric

Cybersecurity and Data Security

  • How to protect our data?
  • How to protect customer from scams? Specifically small businesses and key accounts.

Continuity Planning and Emergency Management

  • Preparing for large events i.e. Cascadia
  • Identifying emergency resources with city/county/state entities.
  • What is your company’s emergency management plan?
  • What are you doing with your key accounts to prepare?

6:00 PM - 8:00 PM

WEI Hosted Networking Dinner

Portland City Grill
111 SW 5th Ave
Portland, OR 97204
(30th Floor of the US Bancorp Tower)

Tuesday, October 17, 2017

7:30 AM - 8:00 AM


8:00 AM - 10:00 AM

Breakout Roundtable


  • Battery Storage
  • Smart Grid
  • Energy Imbalance Market (EIM)


  • Renewable Natural Gas (RNG)
    • What are your tariffs for RNG?
    • Gas Quality Specifications
    • How do you handle gas quality testing and what are your protocols for shutting in a non-compliant injector?
    • How do the companies handle the facilities required for interconnection to the injector or supplier of RNG?

10:00 AM - 10:30 AM


10:30 AM - 12:00 PM

Roundtable Discussion of Top Ranked Hot Topics

As part of the registration process, attendees will be asked to provide 2-3 pressing items and areas of focus within their Key Account Groups. These will be compiled in advance by WEI.

  • Topic submissions are due September 27th before the meeting.
  • Topics will be sent to attendees on October 4th 
  • Voting will take place the week before the meeting via an electronic survey to determine most pressing items and discuss them in order of importance.

Possible topics:

  • Impacts of Cannabis Market
    • Infrastructure development/load growth
    • Stability
    • Revenue recovery
  • Outage Communication Process
    • Planned vs emergency
    • How do we send notifications?
  • Expansion Tools/Special Tarriffs
    • Underserved/unserved areas
    • Who has them? Who uses them?
  • Funding EE Programs
  • Effective Org Structures
  • Interconnection Process
    • Working with T&D
    • Strategies for improving efficiency

12:00 PM - 12:00 PM

Meeting Adjourns

Hotel + Travel

  • Reservation Instructions
  • Please contact the hotel directly at (503) 223-2100 to reserve your room. Identify yourself as being with Western Energy Institute Key Accounts (WEIN) to receive a special rate of $175 USD/night. This rate is guaranteed until September 20th, 2017 or until the WEI room block is full.

Meet The Speakers

Carol Dillin

Portland General Electric

VP Customer Strategies & Business Development

Wayne Svilar

Portland General Electric

Security Manager

Jay Jewess

Portland General Electric

Director, Business Continuity & Emergency Management
Learn More

Jay is the Manager of Business Continuity & Emergency Management overseeing business continuity and incident management functions while working to build resiliency at Portland General Electric (PGE) in Portland, Oregon. He joined PGE in July 2015. Prior to his current role, he was a FEMA Region IX Incident Management Assist Team Lead responsible for responding to disasters in California, Hawaii, Arizona, Nevada, and the Pacific Islands. He served 27 years in the United States Coast Guard as an engineer, aviator and in incident management. He serves in the community as an American Red Cross Board Member and makes his home in Oregon City, Oregon with his wife Luci.

Krystal Swinton

Southern California Edison