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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 facilitatelearning
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
O&M 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 AboutSystem 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 ProcessCUSTOMER CALL OUTAGE ANALYSIS &
DISPATCH
ELECTRONIC BULLETIN
BOARD
CUSTOMER
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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
Prompt and Accurate Information to Customers
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Summary Enhanced focus on performance & quality of
service
Utilize SQI as the framework for a performancebased culture
Role of technology
Call handling
Billing Outage response & customer communication
Incorporate Safety in all our performance
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