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SUMMARY OF TESTIMONY <br /> <br />Witness: Brian M. Gillespie, President, Destination Excellence, Inc. <br /> <br />Background: Brian M. Gillespie has over 20 years of customer service <br /> experience including five years since founding Destination <br /> Excellence. From 1999 to early 2001, Mr. Gillespie was acting <br /> President and CEO of Utilipro, a utility billing and customer care <br /> outsoume company. In his role, Mr. Gillespie analyzed the <br /> utility billing and customer service industry, competitively <br /> positioned Utilipro, established contract pricing and negotiated <br /> contracts and pricing with clients. Prior to founding Destination <br /> Excellence, Mr. Gillespie was Vice President of I'1-1' Sheraton <br /> Reservations and was employed by AT&T for ten years where <br /> he had a number of assignments including customer care <br /> operations in consumer services and business products. Mr. <br /> Gillespie received a Bachelor of Civil Engineering from Purdue <br /> University in 1979 and a Masters of Business Administration <br /> from the University of Michigan in 1981. <br /> <br />Purpose of Testimony: <br /> <br /> (1) To review the process used to determine the best method of <br /> providing billing and customer care services to TXU Gas' <br /> customers, (2) To demonstrate why the option of contracting <br /> with TXU Energy was reasonable and necessary; and (3) To <br /> demonstrate that the price charged by TXU Energy to TXU Gas <br /> for the contracted services is not higher than prices charged by <br /> TXU Energy to any other party for the same services. <br /> <br /> Key Points/issues: <br /> <br /> The project considered three operational alternatives to support <br /> TXU Gas' needs for a Customer Information System (CIS), Bill <br /> Processing and Presentment, Bill Payment Processing and <br /> Customer Care Services: (1) contract services with an <br /> outsource company, (2) contract services from TXU Energy, or <br /> (3) build and operate dedicated TXU Gas customer service <br /> facilities. Each option was evaluated in terms of quality, <br /> operating cost, capital investment, and risk to TXU Gas. <br /> <br /> Gillespie - Summary of Testimony Page 1 of 2 <br /> <br /> <br />