june 2015 iusa performance measures. 2 cmp nyseg rg&e we are iberdrola usa company overview
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June 2015
IUSA Performance Measures
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CMP
NYSEG RG&E
We are Iberdrola USA
Company Overview
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Structure
MAINE
Central Maine Power Company (CMP)
CMP delivers electricity to 613,000 customers in central and southern Maine
NEW YORK
New York State Electric & Gas Corporation (NYSEG)
NYSEG delivers electricity to 881,000 customers and natural gas to 263,000 customers across upstate New York
Rochester Gas & Electric Corporation (RG&E)
RG&E delivers electricity to 371,000 customers and natural gas to 307,000 customers across upstate New York
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Benchmarking
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Benchmarking plays an important role in how we look at our internal reporting.
We use benchmarking to improve our services to our customers to provide exceptional service
It allows us to review our methodology of data collection and determine any reporting improvements
Helps identify any gaps in the way we use our data
Provides a big picture on how one area affects another
Helps identify where process improvements are needed – Our 2015 Quality Execution Projects are a result from 2014 benchmarking
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Report OverviewNYSEG, RG&E, and CMP all use a report called Customer Service Weekly Operating Report. This report allows different levels of management to share, review, and monitor the performance and production metrics for all three companies.
CMP - an analyst in Marketing and Sales is responsible for obtaining the data and updating the report. NYSEG and RGE - Data is obtained and compiled by analysts in the Business Support and Solutions group.
For all companies, analysts use tools, such as Google analytics and SQL, etc., to gather data. Some data is gathered within our department but in many cases analysts from other departments gather the data and send it to us to be entered in the report.
The report is processed weekly on Monday
The weekly report is distributed to the managers every Monday. This allows the managers time to review the report and provide any talking points based on trending. The report is then distributed along with talking points to Directors and Vice Presidents of all three companies.
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CS Weekly Operating Report
Production
Regulatory Service Quality Indicators Complaints Products Metering Billing - Active Accounts Contact Center/Back Office Customer Payment Arrangements
Created Collections - Active Accounts Final Accounts Accounts Receivable: Active + Final NY: Assistance/Low Income Customer Service Safety Index People
NYSEG, RG&E, and CMP all use a Customer Service Operating Report. The report consists of two metrics: Production Metrics and Program Metrics. Each metric is broken down into different sections.
Program
Ebill Autopay Website Mobile Outage manager Social Media-Twitter Social Media-Facebook
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Production Metrics Regulatory Service Quality Indicators, Complaints, Products, Metering, Billing – Active Accounts
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Production Metrics
Contact Center/Back Office
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Production Metrics
Customer Payment Arrangements Created
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Production Metrics
Collections - Active Accounts
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Production Metrics
Final Accounts and Accounts Receivable
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Production Metrics
Assistance/Low Income, Customer Service Safety Index, and People
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Program Metrics
Ebill/Autopay
Website/Mobile
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Outage Manager
Program Metrics
Social Media
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How is your company specifically measuring performance relative to
Improvements in customer experience and customer satisfaction?
Improvements in key business processes (efficiency, effectiveness, etc.)
Efficiency/Effectiveness
Customer Satisfaction
Contact Satisfaction
PSC Complaints
First Contact Resolution
Quality monitoring
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What do you believe are the benefits of this process?
Benefits
Improve Customer Satisfaction
Monitor efficiency
Allows us to identify specific areas needing improvement and prioritize the areas of focus
Performance expectations can be set based on status and trending
Helps drive future strategic planning
Can be used to identify the success of a recent process improvement
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Challenges and Opportunities
Challenges
• Compiling data in a time effective and efficient way• Obtaining data from multiple departments and sources• Ensuring data accuracy– due to large size of the report and lack of
automation • Implementing changes to report structure
Opportunities
• Ability to evaluate trending from week to week allows for quicker response to issues
• View data for all areas of Customer Service in one report