Mr. Paul K. Dalglish

Paul Dalglish Managing Director Serco Inc.

Paul Dalglish has spent most of his 20+ year career leading and transforming large people and process intensive operations. He is currently Managing Director at Serco Inc. where he is responsible for operating and growing Serco's Canadian business. Serco is a UK based company that provides a wide range of operations and management services to governments. Employees of Serco include Railcar Mechanics, Nuclear Scientists, Driver Examiners, Helicopter Pilots, Air Traffic Controllers, Radar Technicians and many more. Serco has 1,000 employees in Canada. Prior to joining Serco, Paul was at Accenture where he held various roles including responsibility for Accenture's Global Network of 8,000 Call Center agents and responsibility for Business Development and New Business Transformation and Integration for Accenture's Utility Customer Care Outsourcing organization. Paul joined Accenture when a company he helped spin-off from Enbridge was acquired by Accenture. At Enbridge, Paul had been the Vice President and General Manager of Enbridge Commercial Services Inc., a shared services company that provided IT, HR, Customer Care and Fleet Management services to other Enbridge companies. Throughout his time at Enbridge, Paul held leadership roles in various different areas of the company's field and inside operations. Paul is currently on the Board of Serco DES Inc., a Serco subsidiary that provides driver examinations for the Ontario Government through Serco's province-wide network of DriveTest Centres. Paul has served as an Independent Director, a member of the Audit Committee and a member of the Independent Liquity Committee at AirSource Power Fund GP Inc. through its IPO and subsequent sale to Algonquin Power Income Fund. Paul has also served on the Board of Directors for a small Canadian Credit Union. Paul is a Professional Engineer and has a Bachelor of Applied Science degree from the University of Waterloo, and a Master of Business Administration degree from the University of Western Ontario's Richard Ivey School of Business.

Paul K. Dalglish
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PAUL K. DALGLISH - Director, Member of Independent Liquidity Committee and Member of Audit Committee.Paul is a Senior Vice President of the Accenture Business Services for Utilities team responsible for utilities operation, handling technology issues for electric and gas utility operations outsourcing.Before being appointed to his current role, he held the position of Vice President of Business Integration at CustomerWorks, a founding partner in Accenture Business Services for Utilities Inc.Before his appointment at CustomerWorks, Paul held a wide range of operating positions within Enbridge Commercial Services Inc., a leading energy distribution and services company.Paul holds a Master of Business Administration degree from University of Western Ontario and has a degree in Mechanical Engineering from the University of Waterloo.

"Ascential gives us a comprehensive, integrated solution to extract, transform and load data in an efficient and flexible manner," said Paul Dalglish, vice president, Enbridge Commercial Services.

"Ascential gives us a comprehensive, integrated solution to extract, transform and load data in an efficient and flexible manner," said Paul Dalglish, vice president, Enbridge Commercial Services."DataStage XE/390 helps put our finger on the pulse of our customers' needs and preferences which allows us to serve them better and enhance our efficiency."

The Ascential solution supports Enbridge Commercial Services' highly-distributed and mixed UNIX and mainframe environment and provides user-accessible business intelligence for both Enbridge Consumers Gas, Canada's largest natural gas distributor, and Enbridge Home Services, a retail energy services company.

DataStage XE/390, which Enbridge Commercial Services implemented in September, transforms and loads DB2, Oracle and Adabas-based customer and billing usage files from IBM mainframes and UNIX servers into two separate Oracle-based HP-UNIX data warehouses.Using a single development interface to manage both their mainframe and UNIX data sources, the IT group builds graphical jobs that extract data from the mainframe using COBOL code and from Oracle using Oracle's native API.

The net result is that we can effectively deliver more customer services at the same cost," said Paul Dalglish, director of Customer Support Services for Enbridge.

"With the regulatory changes in the energy industry and the resulting impact to end-user customers, there is a correspondence increase as customers grapple with service issues, billing and the like," continued Dalglish.

We have seen great returns and improvements in efficiency and effectiveness in our call center since we implemented JPHI's knowledge management solution, which we refer to as HelpLine, in mid-1998, said Paul Dalglish, Director of Customer Support Services for Enbridge, Inc.We recognized earlier this year that we were now in a position to take the next step.As you can imagine, serving over 1.4 million customers, we receive lots of written correspondence - over 150, 000 pieces per year.Managing that volume of documentation has become increasingly unwieldy.With the changes we have implemented within our call center in the past 18 months, we recognized that we had an opportunity to tap into the idle time of our CSR's.Implementing JPHI's Correspondence Management System will also provide us with a tool to better manage the distribution of our non-telephone based workload.The net result is that we can effectively deliver more customer service at the same cost..
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With the regulatory changes in the energy industry and the resulting impacts to end use customers, we see an increase in correspondence as customers grapple with service issues, billing issues and the like, said Dalglish.In our view, managing customer correspondence is going to become even more challenging for all utilities in the short to intermediate term.Enbridge is very committed to its customers.We are continually seeking ways to Increasing the effectiveness of our CSR's and ensure timely response to our customers regardless of how they choose to communicate with us..

Paul DalglishSenior Vice President, Business Integration

The net result is that we can effectively deliver more customer services at the same cost , said Paul Dalglish , director of Customer Support Services for Enbridge.

With the regulatory changes in the energy industry and the resulting impact to end-user customers , there is a correspondence increase as customers grapple with service issues , billing and the like , continued Dalglish.In our view , managing customer correspondence is going to become more challenging for all utilities in the short to intermediate term.Enbridge is very committed to its customers and is continually seeking ways to Increasing the effectiveness of our CSRs and ensure timely response to our customers regardless of how they choose to communicate with us..

About JPH International

JPH International provides e-business software solutions to utilities , energy services companies and local governments.

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Paul Dalglish
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Paul Dalglish
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Paul Dalglish, Senior Vice President, Business IntegrationAs Senior Vice President, Business Integration, Paul Dalglish has overall responsibility for integrating new clients into the Accenture Business Services for Utilities operation.Since a successful integration starts early in the contracting process, Paul has responsibility for all stages of the business development process from the initial offering to prospective clients, through to the eventual transition of the new business into the Accenture Business Services for Utilities operation.

Before being appointed to his current role, Mr. Dalglish was Vice President of Business Integration at CustomerWorks.In this capacity Mr. Dalglish was instrumental in substantially growing CustomerWorks by arranging the acquisition of the operations of ENMAX Encompass, a Calgary-based customer care operation serving the deregulated electricity and municipal utility markets in Alberta.Paul was also responsible for securing an outsourcing agreement with Southern Company GAS, a deregulated gas retailer headquartered in Atlanta, Georgia.

Before his appointment at CustomerWorks, Mr. Dalglish held a wide range of operating positions within Enbridge, a leading energy distribution and services company.Most recently, he was General Manager of Enbridge Commercial Services Inc., which provided Information Technology, Human Resources Administration, and Facilities and Fleet Management services.Mr. Dalglish was also Director of the Enbridge Call Centre and Collection operations that became part of CustomerWorks and Accenture Business Services for Utilities.

Mr. Dalglish holds a Master of Business Administration from Western Business School and is a certified Professional Engineer.

The net result is that we can effectively deliver more customer services at the same cost , said Paul Dalglish , director of Customer Support Services for Enbridge.

With the regulatory changes in the energy industry and the resulting impact to end-user customers , there is a correspondence increase as customers grapple with service issues , billing and the like , continued Dalglish.In our view , managing customer correspondence is going to become more challenging for all utilities in the short to intermediate term.Enbridge is very committed to its customers and is continually seeking ways to Increasing the effectiveness of our CSRs and ensure timely response to our customers regardless of how they choose to communicate with us..