Revenue Protection: Combating Utility Theft and Fraud

Content: Revenue protection : an overview of the challenge --
Case studies --
Revenue protection from an economic perspective --
Revenue protection as a risk management issue --
Categories of theft and fraud --
Organized crime and revenue protection --
Summary --
Recommended actions --
References --
Organizing for revenue protection --
Revenue protection models --
Responsibilities, departments, and coordination --
Proactive activities --
Reactive activities --
Developing policies --
Summary --
Recommended actions --
Crime scene investigation 
 theft of service --
Detecting theft of service --
Principles of investigation --
Rules of evidence --
Processing the crime scene --
Documenting the crime scene --
Summary --
Recommended actions --
References --
The fraud investigation --
The fraud problem --
Categories of customer fraud --
Residential fraud problems --
Commercial fraud problems --
Combating utility customer fraud --
Application for service --
Bad checks --
Planned bankruptcy --
Out of business 
 back in business --
Skips --
Getting below the tip of the iceberg --
Summary --
Recommended actions --
References --
The paper chase and revenue recovery --
Sources of information --
Government sources --
Business sources --
Legal and safety sources --
The Internet as an investigative tool --
Computing the back bill --
Collecting lost revenues --
Summary --
Recommended actions --
The investigative interview --
Planning for the interview --
The interview --
Field interviews --
Office interviews --
Detecting deception --
Pronouns --
Nouns --
Verbs --
Repeated accounts --
Advanced interview techniques --
Summary --
Recommended actions --
References --
Investigations at potentially dangerous accounts --
The problem --
Drug manufacturers --
Indoor marijuana growing --
Defusing anger and aggression --
Summary --
Recommended actions --
References --
Investigative challenges and tools --
Internal investigations --
Criminal intelligence --
The scenario --
The challenge and the tools --
Summary --
Recommended actions --
References --
Working with law enforcement and going to court --
Establishing liaisons --
Solvability factors --
Major crime scene investigations --
Preparing for and going to trial --
Summary --
Recommended actions --
References --
Evolving challenges --
The impact of deregulation --
Changes in metering --
Sarbanes-Oxley act of 2002 --
Protecting investigators and investigations --
Summary --
Recommended actions.