Current Trends in Retail Service Quality

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Current Trends in Retail Service Quality

• W. J. Schweiger

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NSTARs Mission

• We are in the Business of Serving our Customers
  Well

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Success will be achieved by providing

• Dependable Service
• Urgency in Restoration Response
• Prompt and Accurate Information about System
  Conditions
• Accurate Metering and Billing

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For NSTARs Employees It starts with Us

• Working Productively and Safely
• Teamwork and Customer Focus
• Mutual Trust and Respect
• Diversity
• Two-way Communication
• Ownership and Accountability
• Restructuring of Operations to Better Support and
  Respond to the Needs of Our Customers

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Our Strategy is to

• Improve Customer Service
• Create a Performance Driven Culture
• Achieve Maximum Efficiency in Operations

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Were on the Path to Success

• Performance Measures
• Operate and Exceed the standards of performance
• Track performance against standards. Metrics,
  Metrics, Metrics
• Drive Leadership Behaviors
• Support the organization with programs that
  facilitate learning and development and reinforce
  our commitment to diversity
• Communications All Around
• Communicate to constituencies

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What Does It Mean to Serve our Electric Customers
Well?
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What Does It Mean to Service our Electric
Customers Well?

• Dependable Service
• Urgency in Response
• Prompt and Accurate Information on System
  Conditions
• Timely Response to Customer Inquiry

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Dependable Service the lights dont go out

• Achieve Top Quartile Performance for System
  Reliability
• Approximately 90 projects, in 35 communities
  targeted for June 1, 2002 completion
• Reliability Improvement Projects, including
• Conversion of 4kV open loop system
• Replacement of wire, cable, and switchgear
• Upgrading of system control and protection
  equipment
• Capacity Enhancement Projects
• Vegetation Management

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• Back To The Basics
• OM Means Operate and Maintain
• Capital Work Plan
• Plan Schedule Execute
• Basic Premise Good Service

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Urgency in Restoration Responseif the lights go
out, the entire organization is charged with
rapid restoral

• Achieve Top Quartile Performance in Customer
  Restoration Restoration
• Summer Preparedness and Contingency Planning
• Improve Dispatch and First Response
• Improvements in Restoration Process
• Enhanced deployment of distribution automation
  and the role of technology in service restoral

First Response Is Restoration
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Prompt and Accurate Information About System
Conditions

• Establish linkage between the operation of the
  system and the customer
• Keep the customer informed
• Why are the lights out?
• When will service be restored?

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The Role of Technology

• GIS initiatives in Gas Electric
• State-of-the-Art Outage Management System
• Establishment of standards for outage restoral
• Distribution Automation
• Rollout of mobile data terminals technology in
  the field
• Call Handling
• Billing
• Outage response customer communication

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Outage Call Process
CUSTOMER CALL
OUTAGE ANALYSIS DISPATCH
CUSTOMER
ELECTRONIC BULLETIN BOARD
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Prompt and Accurate Information to Customers

• Increasing Call Answer Rate
• Providing Prompt Information to Customer
  Inquiries
• Prompt Area-specific Messages to be posted for
  our Customers
• DTE Outage Reporting Protocol
• Notification to Regulators Municipal Officials

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Summary

• Enhanced focus on performance quality of
  service
• Utilize SQI as the framework for a performance
  based culture
• Role of technology
• Call handling
• Billing
• Outage response customer communication
• Incorporate Safety in all our performance

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