Retail Market Performance November 14, 2002

1
Retail Market Performance November 14, 2002
Customer Market Services (CMS)
2
Topics

• YEAR IN REVIEW
• ONCOR IN 2002
• ONCOR IN 2003

2
3
Year in Review
3
4
Our Birthday
January 1, 2002 TEXAS MARKET OPEN
4
5
The Right Perspective

• Unprecedented accomplishment

5
6
The Right Perspective

• Unprecedented accomplishment

• Scope Choice available for all customers
• Design Uniquetotally unbundled the Electric
  industry
• Timing 2.5 years to prepare

6
7
The Right Perspective

• Unprecedented accomplishment

• Infancy has its challenges

7
8
The Right Perspective

• Infancy has its challenges

• All market participants have had system
  challenges
• Creative workarounds
• Still working to find solutions
• Force fitting some solutions

8
9
Oncor in 2002
9
10
The Good, the Bad and the Ugly
10
11
Some Notable Improvements

• Significant Improvements
• IDR Data Load at ERCOT
• Billing and Meter Read Delivery 84.8 to 97.1
  within 2 days of meter reading
• Higher percentage of orders worked on date wanted
• Ability to reconcile with ERCOT on Switches,
  Move-Ins and Move-Outs
• Reduced cancel with exceptions
• Response transaction efficiency at 98
• Improvement in registering premises ASAP

11
12
You talkedWe listened

• Transparency Report
• City inspection daily pending report
• IVR call-in to learn status of inspection
• Adjusted wording on IVR outage recording
• Expanded business support coverage for emergency
  after hours calls
• Spreadsheet of outstanding invoices

12
13
Oncor in 2003
13
14
Key Initiatives

• Continue to improve our performance
• Billing
• Metering
• Registration
• Improve our ability to monitor and measure our
  performance
• Improve our communications with you
• Respond to market changes
• Enhance our service

14
15
2003 Metrics
2002Oncor Target 98
15
16
CMS Breakout Sessions
CMS Breakout Objectives

• Share Information
• Provide Oncor Tips
• Solicit Feedback from you

CMS Breakout Sessions

• Billing Marki Williams
• Registration Mark Parsons
• Contact Center Christal Davis

16