csi - cps energy · we heard you… 3 • initiated a construction service improvement (csi)...
TRANSCRIPT
CSI Customer Focus Group
‘Web Portal Input Session’
April 19, 2017
AGENDA
• Opening Remarks
• Benefits to Date (Phase 1 Update)
• Current Phase Scope
• Prototype
• Next Steps
• Focus Group Participation
2
WE HEARD YOU…
3
• Initiated a Construction Service Improvement (CSI) program
to enable us to better serve you
• Improve the New Construction Customer experience when
Partnering with CPS Energy in the end-to-end delivery of Your
projects
• Renewed focus on our Commercial and Industrial customers
with the Executive Account Management (EAM) to better
align with our People First commitment
• Re-aligned our Gas Operational Strategy to actively support
our gas customers in process improvements and enhanced
customer service
4
CONSTRUCTION SERVICE IMPROVEMENT STRATEGIC OBJECTIVES
Date Management and Customer Commitments
Scope complete, but on-going effort
- Improved OTC rate
- Reduced durations
- Notification pilot
- Addition of Executive Account Directors
Continue to Improve the Customer Experience and their Satisfaction with CPSE New Construction Services
• Enhanced process that incorporates the pre-application stages of the customer relationship
• Enhanced web enabled business service execution process
• Proactive engagement
A Proactive, Next Generation Customer Experience for New Construction
• Proactive engagement with customers early in the new development process
• Proactive promotion of energy services and products to customers at the conceptual stage of new developments
• New solution capabilities
• On site design and estimation with the customer
Ph
ase O
ne
Inte
rim
De
livery
2016
2017
2018
Full
De
livery
Solution vendor selected
Long Term Solution Strategy Next Generation Solution Implementation
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Improved customer confidence for
new construction processes
• Proactive delivery of Work Request status via automated email notifications for key milestones
• Established Single Point of Contact for End-to-End Work Request
• Streamlined Work Request updates including:
• Standard durations for Tasks provide more consistent timing of work orders
• Work Request Types from 110 to 51
• Work Request Tasks from 139 to 66
Trained 300+ staff and contractors on
importance of date management
CSI PHASE 1 UPDATE
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OVERVIEW OF E -MAIL NOTIF ICATIONS
• Notifications focus on key milestones in Construction Service process.
• Goal is to improve transparency between CPS Energy and its customers.
• Updates from previous feedback sessions include changes to: – subject line– message type – and e-mail
CPS Energy Milestone
Customer Milestone
ROW/Easement Submission
Submit Payment
Construction Site Ready
Work Request Submitted
Work Request Payment Received
Construction Scheduled
Construction Complete
Work Request Approved
Entering Design Stage
CURRENT
PHASE
(INTERIM PHASE)
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CURRENT SCOPE
Updated Customer Portal
• Modernization of Technology
• Project Centric Approach to Managing Work
• Ability to Create Requests for All Work
• Capability to Add Attachments
• Improved Visibility of Work Execution
Streamlined Processes
• Inclusion of Project Structures
• Streamlined Business Processes
Customer Experience
• Improved Records for Customer Interactions
• Proactive Performance Analytics
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FULL DELIVERY PHASESPRING 2018
More Technology Enhancements
•More web portal features of work flow
•User preference & communication management on web
• Enable customers to view status via mobile
People / Process
• Better visibility by project and dependent tasks
• Better trained staff
• Continuous feedback from customers to prioritize process improvements
FOCUS GROUP TIMELINE
2017 2017
Today
Mar Apr May Jun Jul
CSI Customer Web Portal Feedback Session
3/28/2017
May 10 Prototype Demonstration
5/10/2017
May 31 Prototype Demonstration
5/31/2017 Customer (User) Acceptance Testing
6/16/2017
Customer Release
7/24/2017
Summarize and Report Customer Feedback to Executives
4/7/2017
Summarize and Report Customer/Executive Feedback to Customers
4/20/2017
FOCUS GROUP
PARTICIPATION
Your role:
Participation in Customer Focus Group sessions
Continuous feedback in ensuring these and ongoing improvements meet your company’s needs
We appreciate your participation.
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PROTOTYPE OF NEW
CE WEB PORTAL
**NOTE**
• These preliminary screens are to provide
representation, insight, and understanding of
the direction we’re moving in and the
capability the new Customer Engineering
Portal will provide.
• Prototype session (Refer to appendix)
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THANK YOU
We Welcome Your Feedback
See You Again on May 10, 2017
You Can Expect in April
• A Summary Report of Customer
Session Feedback
• An Invitation to the next Prototype
Session
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QUESTIONS?
GET PLUGGED IN!
Visit your new webpage!
cpsenergy.com/csi
Or email us:
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APPENDIX
WEB PORTAL FUNCTIONALITY
SAMPLE SCREEN SHOTS FROM THE PRESENTAT ION
LOGIN
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PROJECT STATUS
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PROJECT GROUPING OF
WORK REQUEST
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ATTACH DOCUMENTS
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FIND ORDER/ADDRESS
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CREATE PROJECT/REQUEST
FOR SERVICE WORK
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CREATE PROJECT/REQUEST
FOR SERVICE WORK
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CREATE PROJECT/ADDRESS
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CREATE PROJECT DETAILS
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