Building a Company Were Proud To Call Our Own

Current Trends in Retail Service Quality

W. J. Schweiger

Building a Company Were Proud To Call Our Own

NSTARs Mission
We are in the Business of Serving our Customers Well

Building a Company Were Proud To Call Our Own

Success will be achieved by providing

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

Building a Company Were Proud To Call Our Own

For NSTARs Employees It starts with Us

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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

Building a Company Were Proud To Call Our Own

Our Strategy is to
Improve Customer Service Create a Performance Driven Culture Achieve Maximum Efficiency in Operations

Building a Company Were Proud To Call Our Own

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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Building a Company Were Proud To Call Our Own

What Does It Mean to Serve our Electric Customers Well?

Building a Company Were Proud To Call Our Own

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

Building a Company Were Proud To Call Our Own

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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Building a Company Were Proud To Call Our Own

Back To The Basics

O&M Means Operate and Maintain Capital Work Plan Plan Schedule Execute

Basic Premise Good Service

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Building a Company Were Proud To Call Our Own

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Building a Company Were Proud To Call Our Own

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Building a Company Were Proud To Call Our Own

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 First Response Is Restoration Improvements in Restoration Process Enhanced deployment of distribution automation and the role of technology in service restoral

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Building a Company Were Proud To Call Our Own

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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Building a Company Were Proud To Call Our Own

The Role of Technology

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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

Building a Company Were Proud To Call Our Own

Outage Call Process

CUSTOMER CALL OUTAGE ANALYSIS & DISPATCH

CUSTOMER
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ELECTRONIC BULLETIN BOARD

Building a Company Were Proud To Call Our Own

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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Building a Company Were Proud To Call Our Own

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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Building a Company Were Proud To Call Our Own

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