Striving to Meet Your Needs

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Striving to Meet Your Needs
Jan McCorstin Vice President, Customer Market
Services

• November 12, 2003

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2003 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

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2003 Initiatives

• Continue to improve our performance
• Billing
• Metering
• Registration

• More timely billing of IDR Non-IDR accounts
• Improved ERCOT data load success rate
• Fewer cancel/rebills related to billing errors
• More timely completion of registration orders
• Virtually eliminated lost transactions
• Dramatically reduced the cycle time of premise
  registration

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2003 Initiatives

• Improve our ability to monitor and measure our
  performance

• Established a centralized metrics organization
• Prepared and filed performance reports with PUC
• Improved ability to access data increased
  performance awareness

• Improve our communications with you

• Utilize RMS Exploder list
• Enhanced Transparency Report
• Enhanced Competitive Retailer Statement
• Worked individually with Retailers on key issues

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2003 Initiatives

• Respond to market changes

• Implemented Texas Set 1.5
• Prepared for Competitive Metering
• Responding to 727 market settlement variances
• Profile validation efforts are on schedule
• Implemented process to address Left-In-Hot
  premises

• Enhance our service

• Improved monitoring of FasTrack issues
• Created Fast Help for jobsite questions of CRs or
  customers
• Created a Field Support Help line and mailbox
• Improved invoice issue resolution process

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PUC Measures for TDSPs
2nd Quarter 2003
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Contact Center Performance
Call Types
Performance
Email Call Volume 1,290,471
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Registration Transaction Performance
Scheduling 814-03/04s
Completion 867-04s
YTD Scheduling Volume 1,571,455
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Field Performance
2003 Field Work Performance
10
Field Performance
2003 Field Work Performance
11
Field Performance
2003 Field Work Performance
12
Billing Metering Performance
98
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Billing Performance
14
More to Come onMeeting Your Needs

• Today
• Resources Support
• Customer Contact Center Services
• Tomorrow
• Customer Service Safeguards
• Issue Resolution Tools