Includes bibliographical references and index.

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.