2004 CS Final Report - Volume 1
August 27, 2004
PA Benchmarking Team
Ken Buckstaff
Debra Mclain
Erica Snell
Tim Szybalski
Carl Wojcik
PA Consulting Group. +1 213-689-1515
Or E-Mail anyone on the team at:
FirstName.LastName@paconsulting.com
I
US, Dollars
©2001 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
Customer Service
- Participating Companies Baltimore Gas & Electric Company, MD
CenterPoint Energy-Arkansas Louisana Gas, AR
CenterPoint Energy-Entex Rural, TX
CenterPoint Energy-Houston Gas
CenterPoint Energy-Minnegasco, MN
Commonwealth Edison Co, IL
Conectiv Power Delivery, DE
Dominion Power, OH
Dominion Power, VA
DTE Energy
Duke Power, NC
Enbridge Gas Distribution, Ontario
EPCOR
Eskom
Florida Power & Light, FL
Hydro-Quebec, Canada
Indianapolis Power & Light, IN
KCPL - GPE, MO
Los Angeles Department of Water and Power, CA
Nashville Electric Service, TN
National Grid, USA - NE
National Grid, USA - NY
NiSource
Northwestern Energy
Northwestern Energy - MT
Northwestern Energy - SD
Omaha Public Power District, NE
Pacific Gas & Electric, CA
Pasadena Water And Power, CA
PECO Energy Co, PA
PHI-PEPCO, DC
Progress Energy - Carolina
Progress Energy - Florida
Public Service Electric & Gas Company, NJ
Southern California Edison Company, CA
II
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
CS Statistical
(###) Report Viewer Record Number
Pg. 1.
Pg. 2.
Pg. 3.
Pg. 4.
Pg. 5.
Pg. 5.1.
Pg. 6.
Pg. 6.1.
Pg. 7.
Pg. 8.
Pg. 9.
Pg. 10.
Pg. 11.
Pg. 12.
Pg. 13.
Pg. 13.1.
Pg. 14.
Pg. 14.
Pg. 15.
Pg. 16.
Pg. 17.
Pg. 17.1.
Pg. 18.
Pg. 19.
Pg. 21.
Pg. 22.
Pg. 23.
Pg. 24.
Pg. 26.
Pg. 27.
Pg. 29.
Pg. 30.
Pg. 32.
Pg. 33.
Pg. 33.1.
Pg. 34.
Section Contents
(5) Total Customer Service Expense (Including Uncollectibles) - Per Adjusted Customer
(6) Total Customer Service Expense (Including Uncollectibles) - Per Customer
(7) Customer Service Expense (Excluding Uncollectibles) - Per Adjusted Customer
(8) Customer Service Expense (Excluding Uncollectibles) - Per Customer
(9) Customer Service Expenditures - Per Adjusted Customer
(10) Customer Service Expenditures (Including Pensions & Benefits) - Per Adjusted Customer
(11) Customer Service Expenditures - Per Customer
(12) Customer Service Expenditures (Including Pensions & Benefits) - Per Customer
(13) Customer Service Expenditures (Excluding Uncollectibles) - Per Adjusted Customer
(14) Customer Service Expenditures (Excluding Uncollectibles) - Per Customer
(15) Customer Service Expense (Excluding Support Process) - Per Adjusted Customer
(16) Customer Service Expense (Excluding Support Process) - Per Customer
(17) Customer Service Expense (Excluding Uncollectibles & Support Process) - Per Adjusted Customer
(18) Customer Service Expense (Excluding Uncollectibles & Support Process) - Per Customer
(19) Customer Service Expense (Including Pensions & Benefits) - Per Adjusted Customer
(20) Customer Service Expense (Including Uncollectibles & Pensions & Benefits) - Per Adjusted Customer
(21) Customer Service Expense (Including Uncollectibles and Pensions & Benefits) - Per Customer
(22) Customer Service Expense (Including Pensions & Benefits) - Per Customer
(23) Total Customer Service Expense - By Type
(24) Commodities Supplied To Customers (25) Customer Demographics (26) Gas Customers as a Percent of Total Customers (27) Customer Demographics — Electric - Ordered by Percentage of Residential Customers
(28) Customer Demographics — Gas - Ordered by Percentage of Residential Customers
(29) Percent Single Commodity Customers (30) Percent of Customers that are Commercial/Industrial (31) Customer Density — Electric (32) Customer Density — Gas (33) Energy Usage — Electric - Average Annual Usage per Residential Customer
(34) Energy Usage — Gas - Average Annual Usage per Residential Customer
(35) Customer Energy Usage Demographics - Electric (36) Customer Energy Usage Demographics — Gas (37) Revenue - Per Adjusted Customer
(38) Total End-Use Gas Customer Sales Revenues At Year End (39) Total End-Use Electric Customer Sales Revenues At Year End (40) Delivery Only Customers For Various Services - Only Energy Delivery, not Distribution
©2004 PA Consulting Group, All Rights Reserved
III
2004 CS Final Report - Volume 1
CS Statistical
(###) Report Viewer Record Number
Section Contents
IV
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Total Customer Service Expense (Including Uncollectibles)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$48.15
$14.74 <= $36.67
$36.67 <= $46.03
$46.03 <= $59.21
$59.21 <= $83.18
Expense per Adj. Cust.
$90.00
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
1
2
3
5
2
0
1
8
3
8
2
3
4
9
3
7
2
9
4
4
0
1
1
1
5
1
3
2
2
7
9
8
5
0
5
2
7
5
3
4
4
6
5
5
3
1
2
6
4
1
3
Call Center
Payment Processing
Credit Field
Other Revenue Protection
Field Service
Pay Stations
C&C Field Dispatch
Consumer Affairs
Meter Reading
Local Office
Uncollectibles
CS Support
Billing
Credit Office
Energy Theft
Customer Information Systems
5
1
5
4
6
3
3
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
1
Calculation shown is for the first piece of the stacked bar only.
6530
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Total Customer Service Expense (Including Uncollectibles)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$54.91
$24.79 <= $41.15
$41.15 <= $48.78
$48.78 <= $66.94
$66.94 <= $107.27
Expense per Customer
$120.00
$100.00
$80.00
$60.00
$40.00
$20.00
$0.00
1
3
5
2
0
2
3
1
2
4
9
3
7
4
4
0
1
1
1
5
1
3
1
8
2
7
9
8
3
8
5
0
2
9
7
5
3
2
4
4
5
5
4
1
3
5
1
5
2
3
1
2
6
Total Call Center
Payment Processing
Credit Field
Other Revenue Protection
Total Field Service
Local Offices
C&C Field Dispatch
Consumer Affairs
Total Meter Reading
Pay Stations/Agents
Uncollectibles
CS Support
Total Billing
Credit Office
Energy Theft
Customer Information Systems
5
6
4
6
3
3
Source/Calculation: (SUM{C.11})/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
2
Calculation shown is for the first piece of the stacked bar only.
50355
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expense (Excluding Uncollectibles)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$39.06
$10.98 <= $32.91
$32.91 <= $37.76
$37.76 <= $45.29
$45.29 <= $68.66
Expense per Adj. Cust.
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
1
2
2
0
3
5
3
8
4
9
1
8
2
3
1
3
4
1
1
2
9
9
3
7
4
0
1
5
5
0
2
6
2
7
8
2
5
3
6
4
6
7
5
2
4
4
5
5
5
1
3
1
4
1
3
3
3
5
Call Center
Billing
Local Offices
C&C Field Dispatch
Consumer Affairs
Field Service
Payment Processing
Credit Office
Energy Theft
CS Support
Meter Reading
Pay Stations
Credit Field
Other Revenue Protection
Customer Information Systems
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
3
Calculation shown is for the first piece of the stacked bar only.
7434
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expense (Excluding Uncollectibles)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$44.39
$18.47 <= $34.15
$34.15 <= $40.86
$40.86 <= $50.25
$50.25 <= $77.06
Expense per Customer
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
2
0
3
5
4
9
1
2
2
3
1
3
4
1
1
9
3
7
4
0
1
5
5
0
2
7
3
8
1
8
8
5
3
7
4
4
2
9
2
6
5
5
2
5
1
4
6
4
1
3
6
3
1
5
2
5
3
3
Total Call Center
Total Billing
Pay Stations/Agents
C&C Field Dispatch
Consumer Affairs
Total Field Service
Payment Processing
Credit Office
Energy Theft
CS Support
Total Meter Reading
Local Offices
Credit Field
Other Revenue Protection
Customer Information Systems
Source/Calculation: (SUM{C.11})/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
4
Calculation shown is for the first piece of the stacked bar only.
1829
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expenditures
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$51.22
$16.33 <= $38.62
$38.62 <= $51.77
$51.77 <= $62.62
$62.62 <= $89.93
Expense per Adj. Cust.
$90.00
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
1
2
3
5
1
8
3
8
2
3
2
0
2
9
3
7
4
0
4
1
1
1
3
1
5
2
8
5
2
7
4
9
9
4
4
5
3
5
5
3
1
2
7
6
3
2
6
4
1
5
0
5
1
4
6
Call Center
Payment Processing
Credit Field
Other Revenue Protection
Capital
Field Service
Pay Stations
C&C Field Dispatch
Consumer Affairs
Depreciation Expense
Meter Reading
Local Offices
Uncollectible Expense
CS Support
Billing
Credit Office
Energy Theft
Customer Information Systems
5
3
3
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
5
Calculation shown is for the first piece of the stacked bar only.
1000167
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expenditures (Including Pensions & Benefits)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$56.74
$19.57 <= $43.85
$43.85 <= $56.13
$56.13 <= $70.83
$70.83 <= $100.85
Expense per Adj. Cust.
$120.00
$100.00
$80.00
$60.00
$40.00
$20.00
$0.00
1
1
2
3
5
3
8
2
0
1
8
2
3
4
0
2
9
1
3
4
1
5
1
1
3
7
8
5
2
2
4
9
5
3
5
5
7
9
2
7
3
4
4
6
2
6
3
1
4
1
5
0
5
5
1
Call Center
Payment Processing
Credit Field
Other Revenue Protection
Capital
Field Service
Pay Stations
C&C Field Dispatch
Consumer Affairs
Depreciation Expense
Meter Reading
Local Offices
Uncollectible Expense
CS Support
Pensions & Benefits
Billing
Credit Office
Energy Theft
Customer Information Systems
4
6
3
3
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
5.1
Calculation shown is for the first piece of the stacked bar only.
1000212
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expenditures
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$58.25
$26.56 <= $43.00
$43.00 <= $53.29
$53.29 <= $68.70
$68.70 <= $115.97
Expense per Customer
$120.00
$100.00
$80.00
$60.00
$40.00
$20.00
$0.00
3
5
1
2
3
2
0
1
2
3
7
4
0
4
1
1
1
3
1
5
1
8
8
3
8
2
9
7
4
9
2
9
4
4
5
3
5
5
2
7
3
4
1
5
0
5
1
5
2
3
1
5
2
6
6
Call Center
Payment Processing
Credit Field
Other Revenue Protection
Capital
Field Service
Pay Stations
C&C Field Dispatch
Consumer Affairs
Depreciation Expense
Meter Reading
Local Offices
Uncollectible Expense
CS Support
Billing
Credit Office
Energy Theft
Customer Information Systems
4
6
3
3
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
6
Calculation shown is for the first piece of the stacked bar only.
1000170
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expenditures (Including Pensions & Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$64.68
$30.40 <= $44.67
$44.67 <= $59.37
$59.37 <= $80.94
$80.94 <= $130.05
Expense per Customer
$140.00
$120.00
$100.00
$80.00
$60.00
$40.00
$20.00
$0.00
3
5
1
2
0
1
2
2
3
4
0
1
3
4
1
5
1
1
3
7
8
3
8
1
8
4
9
5
3
2
9
5
5
7
9
2
7
2
3
4
4
4
1
5
0
5
2
5
1
2
6
5
3
1
6
Call Center
Payment Processing
Credit Field
Other Revenue Protection
Capital
Field Service
Pay Stations
C&C Field Dispatch
Consumer Affairs
Depreciation Expense
Meter Reading
Local Offices
Uncollectible Expense
CS Support
Pensions & Benefits
Billing
Credit Office
Energy Theft
Customer Information Systems
4
6
3
3
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
6.1
Calculation shown is for the first piece of the stacked bar only.
1000213
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expenditures (Excluding Uncollectibles)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$41.74
$12.57 <= $34.32
$34.32 <= $42.20
$42.20 <= $49.44
$49.44 <= $68.68
Expense per Customer
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
1
2
3
5
3
8
2
0
1
8
2
3
1
3
2
9
4
4
0
1
1
3
7
1
5
8
2
2
6
5
3
9
4
9
4
6
7
5
2
4
4
6
5
0
5
5
3
1
5
1
2
7
Call Center
Payment Processing
Credit Field
Consumer Affairs
Field Service
Pay Stations
C&C Field Dispatch
CS Support
Meter Reading
Local Offices
Energy Theft
Customer Information Systems
Billing
Credit Office
Other Revenue Protection
Capital
4
1
3
3
3
5
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
7
Calculation shown is for the first piece of the stacked bar only.
1000169
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expenditures (Excluding Uncollectibles)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$47.33
$21.15 <= $35.58
$35.58 <= $44.74
$44.74 <= $53.35
$53.35 <= $85.76
Expense per Customer
$90.00
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
3
5
2
0
2
3
1
2
1
3
4
4
0
1
1
3
7
1
5
3
8
1
8
8
5
3
9
4
9
7
2
9
4
4
5
0
5
5
2
5
1
2
6
2
7
4
6
4
1
3
3
1
Call Center
Payment Processing
Credit Field
Consumer Affairs
Field Service
Pay Stations
C&C Field Dispatch
CS Support
Meter Reading
Local Offices
Energy Theft
Customer Information Systems
Billing
Credit Office
Other Revenue Protection
Capital
5
2
5
6
3
3
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
8
Calculation shown is for the first piece of the stacked bar only.
1000168
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expense (Excluding Support Process)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$42.77
$14.74 <= $32.73
$32.73 <= $40.80
$40.80 <= $49.71
$49.71 <= $76.49
Expense per Adj. Cust.
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
1
2
3
5
1
8
2
0
2
3
2
9
3
8
3
7
4
9
4
5
0
1
1
8
1
5
9
4
0
2
1
3
7
5
2
2
7
5
3
3
1
Call Center
Billing
Local Office
C&C Field Dispatch
Field Service
Payment Processing
Credit Office
Uncollectibles
Meter Reading
Pay Stations
Credit Field
Energy Theft
4
4
6
4
1
2
6
5
5
5
3
5
1
4
6
3
3
Other Revenue Protection
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
9
Calculation shown is for the first piece of the stacked bar only.
1000009
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expense (Excluding Support Process)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$48.70
$24.79 <= $36.44
$36.44 <= $42.42
$42.42 <= $63.49
$63.49 <= $98.64
Expense per Customer
$100.00
$90.00
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
3
5
2
0
1
2
2
3
3
7
4
9
1
8
4
5
0
1
1
8
1
5
9
4
0
2
9
1
3
7
2
7
5
3
3
8
4
4
2
4
1
Total Call Center
Total Billing
Pay Stations/Agents
C&C Field Dispatch
Total Field Service
Payment Processing
Credit Office
Uncollectibles
Total Meter Reading
Local Offices
Credit Field
Energy Theft
5
5
3
1
5
3
5
2
5
1
2
6
6
4
6
3
3
Other Revenue Protection
Source/Calculation: (SUM{C.11})/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
10
Calculation shown is for the first piece of the stacked bar only.
1000010
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expense (Excluding Uncollectibles & Support
Process)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$33.68
$10.98 <= $27.12
$27.12 <= $33.09
$33.09 <= $38.23
$38.23 <= $62.97
Expense per Adj. Cust.
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
1
2
2
0
3
5
1
8
4
9
2
3
5
0
3
8
2
9
9
4
3
7
1
3
1
1
2
6
8
1
5
4
0
7
6
5
3
2
7
2
4
6
5
2
4
4
3
1
4
1
Call Center
Billing
Local Offices
C&C Field Dispatch
Field Service
Payment Processing
Credit Office
Energy Theft
Meter Reading
Pay Stations
Credit Field
Other Revenue Protection
5
1
5
5
5
3
3
3
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Final Report
11
Calculation
2003 shown is for the first piece of the stacked bar only.
Year:
1000008
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expense (Excluding Uncollectibles & Support
Process)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$38.18
$18.47 <= $29.40
$29.40 <= $36.12
$36.12 <= $45.23
$45.23 <= $68.43
Expense per Customer
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
2
0
1
2
3
5
4
9
2
3
5
0
9
4
3
7
1
3
1
1
1
8
8
1
5
4
0
7
5
3
2
7
2
9
4
4
3
8
2
6
4
1
2
5
1
5
5
4
6
3
1
Total Call Center
Total Billing
Pay Stations/Agents
C&C Field Dispatch
Total Field Service
Payment Processing
Credit Office
Energy Theft
Total Meter Reading
Local Offices
Credit Field
Other Revenue Protection
5
6
5
2
3
3
3
Source/Calculation: (SUM{C.11})/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Final Report
12
Calculation
2003 shown is for the first piece of the stacked bar only.
Year:
1000007
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expense (Including Pensions & Benefits)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$44.58
$14.23 <= $35.34
$35.34 <= $41.91
$41.91 <= $52.36
$52.36 <= $76.95
Expense per Adj. Cust.
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
1
2
2
0
3
8
3
5
4
9
1
3
1
8
4
0
2
3
1
1
4
1
5
2
9
8
9
2
6
3
7
2
7
5
3
5
2
5
5
5
0
6
2
7
4
4
4
6
5
1
3
Call Center
Payment Processing
Credit Field
Consumer Affairs
Field Service
Pay Stations
C&C Field Dispatch
CS Support
Meter Reading
Local Offices
Energy Theft
Customer Information Systems
Billing
Credit Office
Other Revenue Protection
Pensions & Benefits
3
1
4
1
3
3
5
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
13
Calculation shown is for the first piece of the stacked bar only.
1000077
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expense (Including Uncollectibles & Pensions
& Benefits)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$53.66
$17.98 <= $41.67
$41.67 <= $51.51
$51.51 <= $66.72
$66.72 <= $95.34
Expense per Adj. Cust.
$100.00
$90.00
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
1
1
2
2
0
3
5
3
8
1
8
2
3
4
9
4
0
1
1
4
1
5
3
7
2
9
1
3
8
2
7
9
5
2
5
3
2
7
5
5
5
0
6
3
2
6
Call Center
Payment Processing
Uncollectible Expense
Other Revenue Protection
Field Service
Pay Stations
Credit Field
Consumer Affairs
Meter Reading
Local Offices
C&C Field Dispatch
CS Support
Billing
Credit Office
Energy Theft
Customer Information Systems
4
4
3
1
4
1
5
5
1
3
3
4
6
Pensions & Benefits
Source/Calculation: SUM{C.11}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Final Report
13.1
Calculation
2003 shown is for the first piece of the stacked bar only.
Year:
1000214
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expense (Including Uncollectibles and
Pensions & Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$61.34
$29.03 <= $43.55
$43.55 <= $54.01
$54.01 <= $73.56
$73.56 <= $125.06
Expense per Customer
$140.00
$120.00
$100.00
$80.00
$60.00
$40.00
$20.00
$0.00
2
0
3
5
1
1
2
2
3
4
9
4
0
1
1
4
1
5
3
7
1
3
8
3
8
2
7
1
8
9
5
3
2
9
7
5
5
5
0
2
3
4
4
4
1
5
2
Total Call Center
Payment Processing
Uncollectible Expense
Other Revenue Protection
Total Field Service
Local Offices
Credit Field
Consumer Affairs
Total Meter Reading
Pay Stations/Agents
C&C Field Dispatch
CS Support
Total Billing
Credit Office
Energy Theft
Customer Information Systems
5
1
2
6
5
3
1
6
3
3
4
6
Pensions & Benefits
Source/Calculation: (SUM{C.11})/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Final Report
14
Calculation
2003 shown is for the first piece of the stacked bar only.
Year:
1000215
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Customer Service Expense (Including Pensions & Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$50.82
$21.49 <= $36.15
$36.15 <= $46.50
$46.50 <= $62.82
$62.82 <= $91.14
Expense per Customer
$100.00
$90.00
$80.00
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$10.00
$0.00
2
0
1
3
5
4
9
1
2
1
3
4
0
2
3
1
1
4
1
5
3
8
8
9
3
7
2
7
5
3
1
8
5
5
5
0
7
2
6
2
9
4
4
5
1
2
3
4
1
5
2
6
Total Call Center
Payment Processing
Credit Field
Consumer Affairs
Total Field Service
Local Offices
C&C Field Dispatch
CS Support
Total Meter Reading
Pay Stations/Agents
Energy Theft
Customer Information Systems
Total Billing
Credit Office
Other Revenue Protection
Pensions & Benefits
4
6
5
3
1
3
3
Source/Calculation: (SUM{C.11})/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
14
Calculation shown is for the first piece of the stacked bar only.
1000078
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Statistical
Total Customer Service Expense
By Type
Percent
100%
80%
60%
40%
20%
0%
4
9
3
5
1
5
2
7
2
3
5
3
2
0
4
2
6
5
1
3
3
1
9
8
1
1
1
4
6
4
1
3
7
1
2
3
8
5
2
6
4
4
3
3
4
0
7
5
1
Call Center
Meter Reading
Pay Stations/Agents
Consumer Affairs
Customer Information Systems
Billing
Local Offices
CS Support
Field Service
Payment Processing
Credit and Collections
5
5
1
8
2
2
9
5
0
3
Source/Calculation: (SUM{C.11})/(SUM{C.11}+SUM{C.66}+SUM{C.35}+SUM{C.57}+SUM{C.55}+SUM{C.51}+SUM{C.53}+SUM{C.49}+SUM{C.23}+SUM{C.59}+SUM{E.2}+SUM{
C.70}+SUM{C.72})
Year: 2003
Final Report
15
Calculation shown is for the first piece of the stacked bar only.
10055
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Commodities Supplied To Customers
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
82.4%
1. Electricity:
2. Gas:
3. Water:
4. Sew er:
99. Other:
50.0%
8.8%
5.9%
5.9%
Source/Calculation: A.2.1
Year: 2003
Final Report
16
9104
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Customer Demographics
Percent
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
4
4
2
7
Electric Only
2
3
3
5
3
7
1
5
1
3
4
1
1
1
Gas Only
9
4
9
7
Water Only
5
0
4
5
3
5
2
6
4
6
3
3
3
1
Electric & Gas
1
8
2
9
3
8
2
Electric & Water
5
2
6
1
1
2
1
0
5
5
2
0
Gas & Water
3
4
0
8
5
1
Electric, Gas, Water
Source/Calculation: SUM{A.3}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
17
Calculation shown is for the first piece of the stacked bar only.
50325
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Gas Customers as a Percent of Total Customers
Mean
29.7%
Percent
100.0%
8
4
.
9
%
90.0%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
3
5
1
5
5
4
0
2
0
8
80.0%
5
9
.
1
%
70.0%
60.0%
50.0%
40.0%
2
3
.
0
%
30.0%
20.0%
10.0%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
0
.
0
%
2
7
4
7
9
1
1
1
3
1
5
1
2
3
3
1
3
5
4
9
5
3
5
0
3
7
4
4
4
1
2
.
1
%
2
6
.
0
%
3
4
.
4
%
3
4
.
5
%
3
4
.
8
%
3
8
3
3
1
8
4
0
.
4
%
4
5
.
0
%
4
5
.
1
%
6
5
2
1
0
.
3
%
0.0%
1
2
5
2
6
4
6
2
9
2
1
0
Source/Calculation: (SUM{A.4}+SUM{A.6}+SUM{A.8}+SUM{A.9})/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
17.1
Calculation shown is for the first piece of the stacked bar only.
1000288
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Customer Demographics — Electric
Ordered by Percentage of Residential Customers
Percent of Customers
100%
80%
60%
40%
20%
0%
5
0
3
3
9
5
3
4
1
3
8
4
6
7
1
5
4
9
3
5
1
1
5
2
3
1
3
4
4
5
2
3
7
6
2
2
7
4
2
9
1
8
1
2
1
1
0
3
1
2
6
4
0
3
5
5
2
0
5
1
8
Utilities
Residential
Commercial
Industrial
Other
Breakdow n Unavailable
Source/Calculation: (A.3.1+A.6.1+A.7.1+A.9.1)/(SUM{A.3}+SUM{A.6}+SUM{A.7}+SUM{A.9})
Year: 2003
Final Report
18
Calculation shown is for the first piece of the stacked bar only.
487
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Customer Demographics — Gas
Ordered by Percentage of Residential Customers
Percent of Customers
100%
80%
60%
40%
20%
0%
8
4
0
1
2
5
2
3
8
5
1
4
6
3
3
2
0
6
3
5
5
5
1
8
2
9
2
1
0
2
6
9
1
5
1
1
3
7
7
4
4
2
3
3
1
1
3
4
1
3
5
5
3
4
2
7
1
5
0
4
9
Utilities
Residential
Commercial
Industrial
Other
Breakdow n Unavailable
Source/Calculation: (A.4.1+A.6.1+A.8.1+A.9.1)/(SUM{A.4}+SUM{A.6}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
19
Calculation shown is for the first piece of the stacked bar only.
488
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Percent Single Commodity Customers
Percent
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
1
1
2
6
5
2
3
8
1
8
2
9
3
1
4
6
3
3
2
6
2
1
0
5
Electric Only
4
9
5
1
2
7
Gas Only
5
0
3
5
2
3
7
1
1
4
1
4
0
8
3
7
5
3
3
2
0
5
5
4
4
4
9
1
5
1
3
Water Only
Source/Calculation: SUM{A.3}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
21
Calculation shown is for the first piece of the stacked bar only.
50330
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Percent of Customers that are Commercial/Industrial
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
9.2%
0.2% <= 7.2%
7.2% <= 9.7%
9.7% <= 11.7%
11.7% <= 15.6%
Percent
16.0%
14.0%
12.0%
10.0%
8.0%
6.0%
2
.
5
%
4.0%
2.0%
5
.
5
%
5
.
6
%
5
.
7
%
1
2
3
3
4
0
6
.
6
%
6
.
8
%
7
.
3
%
8
.
0
%
8
.
1
%
4
6
5
3
8
.
4
%
8
.
5
%
2
0
6
9
.
1
%
9
.
7
%
9
.
7
%
9
.
7
%
4
9
3
4
1
1
0
.
3
%
1
0
.
4
%
1
0
.
5
%
5
5
2
3
5
1
0
.
8
%
1
1
.
0
%
1
1
.
2
%
1
5
3
5
1
1
.
7
%
1
1
.
7
%
1
1
.
9
%
1
1
1
8
2
9
1
1
.
9
%
1
2
.
1
%
1
3
4
4
1
2
.
4
%
1
2
.
5
%
2
3
7
1
4
.
6
%
1
5
.
6
%
2
7
4
2
.
9
%
0
.
2
%
0.0%
8
5
0
1
5
2
3
8
5
1
9
7
3
1
2
6
1
0
Source/Calculation: (A.3.2+A.3.3+A.4.2+A.4.3+A.6.2+A.6.3+A.7.2+A.7.3+A.8.2+A.8.3+A.9.2+A.9.3+A.5.2+A.5.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A
.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
22
50346
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Customer Density — Electric
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
598
4,240 => 578
578 => 131
131 => 72
72 => 9
Customers per Square Mile
4,500
4,000
4
,
2
4
0
3
,
0
3
2
3,500
3,000
2,500
1
,
4
4
9
2,000
1,500
1
,
1
3
4
1,000
8
6
2
7
7
9
5
1
1
500
4
7
4
3
2
5
3
2
2
2
8
1
1
4
9
1
1
4
1
0
6
9
5
9
1
7
6
7
4
6
7
6
2
6
0
3
9
1
0
9
1
1
2
7
4
4
2
3
4
9
4
6
3
7
5
2
4
5
0
5
3
0
1
3
1
6
4
1
7
2
6
3
8
1
5
1
3
9
3
3
3
5
5
5
5
5
1
4
0
2
9
2
0
1
8
1
2
1
0
8
3
2
Utilities
Source/Calculation: (SUM{A.3}+SUM{A.6}+SUM{A.7}+SUM{A.9})/A.17.1
Year: 2003
Final Report
23
Only Participants with All the Data are Shown
480
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Customer Density — Gas
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
212
718 => 302
302 => 101
101 => 55
55 => 24
Customers per Square Mile
800
7
1
8
700
600
500
4
2
5
400
3
1
1
300
2
7
6
200
1
2
5
7
6
100
6
1
5
3
4
9
5
1
5
2
2
4
0
6
5
2
6
4
0
4
6
3
3
8
2
0
2
7
2
3
4
7
9
1
0
1
1
1
2
1
3
1
5
1
2
3
5
5
2
9
3
1
3
5
3
7
3
8
4
1
4
4
4
9
5
0
5
3
1
8
Utilities
Source/Calculation: (SUM{A.4}+SUM{A.6}+SUM{A.8}+SUM{A.9})/A.17.2
Year: 2003
Final Report
24
Only Participants with All the Data are Shown
481
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Energy Usage — Electric
Average Annual Usage per Residential Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
10461
16779 => 13425
13425 => 11377
11377 => 7555
7555 => 2346
Annual kWh Sales
18000
16000
1
6
7
7
9
1
5
5
9
1
1
4
5
8
0
14000
1
3
7
2
7
1
3
7
0
2
1
3
1
4
8
1
2
0
9
8
12000
1
1
7
7
2
1
1
7
2
3
1
1
3
7
7
1
0
4
4
3
10000
7
9
5
4
8000
7
7
2
3
7
6
9
1
7
4
1
9
7
1
1
8
6
7
8
9
6
7
7
2
6000
2
3
4
6
4000
2000
5
3
1
5
2
3
4
9
4
2
7
7
4
1
1
1
3
7
5
9
3
3
1
3
6
4
6
4
4
5
2
5
0
2
6
2
3
8
1
0
1
2
1
2
0
5
5
2
9
3
1
3
5
3
8
4
0
5
1
1
8
Utilities
Source/Calculation: (A.10.1*1000)/(A.3.1+A.6.1+A.7.1+A.9.1)
Year: 2003
Final Report
26
484
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Energy Usage — Gas
Average Annual Usage per Residential Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
93
179 => 113
113 => 91
91 => 57
57 => 47
Annual Mcf Sales
180
1
7
9
160
140
1
2
5
120
1
1
6
1
0
6
9
5
100
8
8
80
6
8
5
3
60
5
0
4
7
4
0
3
40
20
8
3
3
5
1
6
4
6
5
5
5
5
2
2
6
2
4
7
9
1
0
1
1
1
2
1
3
1
5
1
8
1
2
3
5
3
2
7
2
9
3
1
3
5
3
7
3
8
4
1
4
4
4
9
5
0
2
0
Utilities
Source/Calculation: A.11.1/(A.4.1+A.6.1+A.8.1+A.9.1)
Year: 2003
Final Report
27
485
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Customer Energy Usage Demographics - Electric
Percent
100%
80%
60%
40%
20%
0%
2
3
5
1
3
1
5
5
2
4
9
1
1
3
7
3
3
5
3
7
4
6
2
6
Residential
4
4
9
4
1
6
Commercial
2
7
3
1
4
Industrial
5
0
3
8
2
9
4
0
1
5
5
3
2
1
8
3
5
5
1
1
0
1
2
8
2
0
Other
Source/Calculation: A.10.1/SUM{A.10}
Year: 2003
Final Report
29
Calculation shown is for the first piece of the stacked bar only.
9215
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Customer Energy Usage Demographics — Gas
Percent
100%
80%
60%
40%
20%
0%
8
2
6
4
0
5
5
1
6
3
3
5
5
3
4
6
5
2
2
0
2
3
1
4
4
2
7
1
8
3
1
1
2
4
1
3
5
3
7
2
9
7
3
8
1
3
2
5
0
1
1
1
0
4
9
4
9
1
5
5
3
Utilities
Residential
Commercial
Industrial
Other
Source/Calculation: A.11.1/SUM{A.11}
Year: 2003
Final Report
30
Calculation shown is for the first piece of the stacked bar only.
477
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Revenue
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1,599
$2,708 => $1,933
$1,933 => $1,536
$1,536 => $1,300
$1,300 => $516
Revenue per Customer
$3,000
$
2
,
7
0
8
$2,500
$
2
,
3
5
4
$
2
,
2
2
8
$
2
,
2
2
5
$
2
,
1
6
5
$
2
,
0
9
9
$
2
,
0
8
6
$2,000
$
1
,
9
5
4
$
1
,
9
3
3
$
1
,
8
2
8
$
1
,
8
1
1
$
1
,
7
6
5
$
1
,
7
5
2
$
1
,
7
0
6
$
1
,
6
5
3
$
1
,
5
5
8
$
1
,
5
3
6
$
1
,
5
3
2
$
1
,
5
2
3
$
1
,
5
1
9
$1,500
$
1
,
4
7
6
$
1
,
4
6
0
$
1
,
4
1
1
$
1
,
4
0
7
$
1
,
3
0
0
$
1
,
2
5
2
$
1
,
1
5
5
$
1
,
1
2
7
$
1
,
0
4
5
$1,000
$
9
6
5
$
9
3
3
$
7
8
1
$
5
1
6
$500
$0
4
5
3
2
7
1
5
4
9
2
6
2
3
4
1
3
5
7
1
1
6
5
4
4
4
6
1
3
2
0
9
1
8
3
7
3
8
2
9
5
2
3
3
3
1
2
5
0
8
5
5
3
5
1
4
0
1
2
1
0
1
Source/Calculation: (SUM{A.13}+SUM{A.15}+SUM{A.14})/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
32
50340
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Total End-Use Gas Customer Sales Revenues At Year End
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1,133
$1,670 => $1,248
$1,248 => $1,127
$1,127 => $1,005
$1,005 => $673
Sales
$1,800
$1,600
$1,400
$1,200
$1,000
$800
$600
$400
$200
$0
6
2
6
4
6
5
3
3
1
8
2
9
8
2
Residential
1
2
5
5
3
5
1
4
0
5
2
1
0
Commercial (also small Industrial)
1
4
1
4
4
4
9
1
5
2
0
5
3
3
7
Industrial (also large Commercial)
5
0
3
1
3
8
4
9
2
7
3
5
2
3
7
1
1
1
3
Other
Source/Calculation: A.14.1/(SUM{A.4}+SUM{A.6}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
33
Calculation shown is for the first piece of the stacked bar only.
6065
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Total End-Use Electric Customer Sales Revenues At Year End
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1,809
$2,708 => $2,068
$2,068 => $1,810
$1,810 => $1,529
$1,529 => $730
Sales
$3,000
$2,500
$2,000
$1,500
$1,000
$500
$0
4
5
3
2
6
2
7
1
5
4
9
2
3
5
2
4
1
Residential
3
5
6
7
1
1
5
4
6
4
4
Commercial (also small Industrial)
1
8
2
9
1
3
3
7
3
1
9
3
3
2
Industrial (also large Commercial)
5
0
1
2
1
0
4
0
3
2
0
5
5
8
1
5
1
3
8
Other
Source/Calculation: A.13.1/(SUM{A.3}+SUM{A.6}+SUM{A.7}+SUM{A.9})
Year: 2003
Final Report
33.1
Calculation shown is for the first piece of the stacked bar only.
1000230
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Statistical
Delivery Only Customers For Various Services
Only Energy Delivery, not Distribution
Percent
100%
80%
60%
40%
20%
0%
3
5
2
7
7
5
0
3
3
4
6
5
2
6
2
0
5
1
5
2
6
4
1
4
9
1
5
8
9
1
3
3
7
1
1
0
1
2
4
0
1
1
3
8
4
4
2
9
5
3
3
1
8
2
2
3
4
5
5
3
1
Utilities
Electric
Gas
Water
Sew er
Other
Source/Calculation: A.16.1/SUM{A.16}
Year: 2003
Final Report
34
Calculation shown is for the first piece of the stacked bar only.
1000195
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
Focus Area: Customer Count
(###) Report Viewer Record Number
Pg. 35.
Pg. 35.1.
Pg. 36.
Pg. 36.1.
Pg. 37.
Pg. 37.1.
Pg. 38.
Pg. 39.
Pg. 40.
Section Contents
(42) Method Used to Define a Customer (43) Method Used to Define a Customer (Cont.) (44) Number Included In Customer Count Reported to FERC (45) Number Included In Customer Count Reported to FERC (Cont.) (46) Number Metered (47) Number Metered (Cont.) (48) Number Not Metered (49) Number Individually Billed (50) Number Not Individually Billed Because They Were Group Billed -
V
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Customer Count
Method Used to Define a Customer
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
66.7%
1. Account:
2. Metered Point:
3. Service Location:
99. Other:
43.3%
30.0%
10.0%
Source/Calculation: B.2.1
Year: 2003
Final Report
35
100514
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Customer Count
Method Used to Define a Customer (Cont.)
Q: How do you define a c ustomer?
meters and flat rate accounts, per FERC Form 1
Non-metered service locations
Street Lights accounts are counted at summary bill level
Source/Calculation: B.2.99
Year: 2003
Final Report
35.1
100515
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Customer Count
Number Included In Customer Count Reported to FERC
Percent of Customers
120%
100%
80%
60%
40%
20%
0%
3
5
9
Streetlights
3
1
4
1
5
2
6
5
4
4
3
3
2
7
3
7
Outdoor/Security Lights
1
5
4
5
1
1
2
Irrigation pumps
2
3
7
1
1
1
8
2
1
Vacant Meters
3
8
4
9
1
0
8
5
5
2
0
Water Heaters
3
5
3
4
0
1
3
5
0
2
9
4
6
2
6
Other
Source/Calculation: B.3.2/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
36
Calculation shown is for the first piece of the stacked bar only.
100516
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Customer Count
Number Included In Customer Count Reported to FERC (Cont.)
Q: How many of the following are included in customer count reported to FERC?
Metro/WMATA, District of Columbia, PG County Maryland, Montgomery County Maryland
Metered services
Source/Calculation: B.3.99
Year: 2003
Final Report
36.1
100517
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Customer Count
Number Metered
Percent of Customers
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
5
3
1
Streetlights
6
1
5
4
4
5
2
2
7
1
2
3
7
4
9
4
Outdoor/Security Lights
9
5
1
3
5
2
3
Irrigation pumps
7
1
1
1
8
2
1
3
8
Vacant Meters
4
1
1
0
8
5
5
2
0
3
Water Heaters
5
3
4
0
1
3
5
0
2
9
4
6
3
3
2
6
Other
Source/Calculation: B.4.2/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
37
Calculation shown is for the first piece of the stacked bar only.
100519
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Customer Count
Number Metered (Cont.)
Q: How many of the following were metered?
all other metered services
Source/Calculation: B.4.99
Year: 2003
Final Report
37.1
100523
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Customer Count
Number Not Metered
Percent of Customers
35%
30%
25%
20%
15%
10%
5%
0%
1
2
3
5
4
1
4
4
5
2
3
1
6
5
3
7
2
7
7
1
5
5
5
4
9
5
1
2
3
1
1
1
8
2
1
Master Meters
Outdoor/Security Lights
Vacant Meters
Streetlights
Irrigation pumps
Water Heaters
2
6
3
8
8
1
0
2
0
3
5
3
4
0
1
3
5
0
2
9
4
6
3
3
4
9
Other
Source/Calculation: B.5.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
38
Calculation shown is for the first piece of the stacked bar only.
100520
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Customer Count
Number Individually Billed
Percent of Customers
20%
15%
10%
5%
0%
7
3
5
4
1
Streetlights
4
4
5
3
7
1
2
1
5
4
9
4
9
Outdoor/Security Lights
5
1
2
7
2
3
1
1
Irrigation pumps
3
1
1
8
2
5
2
1
3
8
Vacant Meters
6
1
0
8
5
5
2
0
3
Water Heaters
5
3
4
0
1
3
5
0
2
9
4
6
3
3
2
6
Other
Source/Calculation: B.6.2/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
39
Calculation shown is for the first piece of the stacked bar only.
100521
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Customer Count
Number Not Individually Billed Because They Were Group Billed
Percent of Customers
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
3
1
5
4
4
5
2
1
5
2
7
7
1
2
4
9
4
9
5
1
3
5
2
3
1
1
1
8
2
3
7
1
2
6
3
8
Master Meters
Outdoor/Security Lights
Vacant Meters
Streetlights
Irrigation pumps
Water Heaters
6
1
0
8
5
5
2
0
3
5
3
4
0
1
3
5
0
2
9
4
6
3
3
4
1
Other
Source/Calculation: B.7.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
40
Calculation shown is for the first piece of the stacked bar only.
100522
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
CS Utility Expenses
(###) Report Viewer Record Number
Pg. 41.
Pg. 42.
Pg. 43.
Pg. 44.
Pg. 45.
Pg. 46.
Pg. 47.
Pg. 48.
Pg. 49.
Pg. 50.
Pg. 51.
Pg. 52.
Pg. 56.
Pg. 57.
Pg. 57.1.
Section Contents
(52) Customer Service Support Expense - Per Adjusted Customers
(53) Customer Service Support Expense - Per Customer
(54) Customer Service Support Expense (Including Pensions & Benefits) - Per Adjusted Customers
(55) Customer Service Support Expense (Including Pensions & Benefits) - Per Customer
(56) Fully-Loaded Overhead Rate (Including Taxes, Vacation, Pensions & Benefits) (57) Extraordinary Items (Credit or Debit) Last Year - Call Center
(58) Extraordinary Items (Credit or Debit) Last Year - CIS
(59) Extraordinary Items (Credit or Debit) Last Year - Field Service
(60) Extraordinary Items (Credit or Debit) Last Year - Field Service Dispatch
(61) Extraordinary Items (Credit or Debit) Last Year - Meter Reading
(62) Extraordinary Items (Credit or Debit) Last Year - Billing
(63) Extraordinary Items (Credit or Debit) Last Year - Payment Processing
(64) Extraordinary Items (Credit or Debit) Last Year - Revenue Protection
(65) Fees Collected - As a Percent of Total Revenue
(66) Training Cost Included in Overhead -
VI
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Utility Expenses
Customer Service Support Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.73
$0.22 <= $0.36
$0.36 <= $1.11
$1.11 <= $2.33
$2.33 <= $10.82
Expense per Adj. Cust.
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
2
6
7
9
3
5
5
1
4
9
5
0
1
3
4
6
6
3
7
1
8
5
2
7
2
9
2
3
4
4
4
1
5
3
1
2
3
3
2
4
3
1
1
0
4
0
3
2
0
5
5
8
1
5
1
5
2
3
8
Utilities
Labor Expense
Materials
Vehicles
Technology
Other
Payroll Overheads
Contract Employee
Facilities
3rd Party Contractor
Breakdow n Unavailable
Source/Calculation: (C.72.1+C.72.2+C.72.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
41
Calculation shown is for the first piece of the stacked bar only.
1000015
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Utility Expenses
Customer Service Support Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.10
$0.25 <= $0.36
$0.36 <= $1.37
$1.37 <= $2.33
$2.33 <= $14.50
Expense per Customer
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
7
2
6
9
3
5
5
1
4
9
5
0
1
3
4
6
3
7
5
6
2
7
1
8
2
3
4
4
2
9
4
1
5
3
4
2
3
3
1
2
3
1
1
0
4
0
3
2
0
5
5
8
1
5
1
5
2
3
8
Utilities
Labor Expense
Materials
Vehicles
Technology
Other
Payroll Overheads
Contract Employee
Facilities
3rd Party Contractor
Breakdow n Unavailable
Source/Calculation: (C.72.1+C.72.2+C.72.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
42
Calculation shown is for the first piece of the stacked bar only.
1000016
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Utility Expenses
Customer Service Support Expense (Including Pensions &
Benefits)
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.18
$0.30 <= $0.47
$0.47 <= $1.58
$1.58 <= $2.89
$2.89 <= $11.87
Expense per Adj. Cust.
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
7
2
6
3
5
5
1
4
9
1
3
9
4
6
6
3
7
1
8
2
7
5
2
3
2
9
4
4
5
3
1
2
4
1
4
3
3
5
0
2
3
1
1
0
4
0
3
2
0
5
5
8
1
5
1
5
2
3
8
Utilities
Labor Expense
Materials
Vehicles
Technology
Other
Payroll Overheads
Contract Employee
Facilities
3rd Party Contractor
Breakdow n Unavailable
Pensions & Benefits
Source/Calculation: (C.72.1+C.72.2+C.72.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Final Report
43
Calculation
2003 shown is for the first piece of the stacked bar only.
Year:
1000157
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Utility Expenses
Customer Service Support Expense (Including Pensions &
Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.60
$0.30 <= $0.47
$0.47 <= $1.86
$1.86 <= $3.10
$3.10 <= $15.90
Expense per Customer
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
7
3
5
2
6
5
1
4
9
1
3
9
4
6
3
7
2
7
6
2
3
1
8
5
4
4
5
3
2
9
4
1
4
5
0
3
3
1
2
2
3
1
1
0
4
0
3
2
0
5
5
8
1
5
1
5
2
3
8
Utilities
Labor Expense
Materials
Vehicles
Technology
Other
Payroll Overheads
Contract Employee
Facilities
3rd Party Contractor
Breakdow n Unavailable
Pensions & Benefits
Source/Calculation: (C.72.1+C.72.2+C.72.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Final Report
44
Calculation
2003 shown is for the first piece of the stacked bar only.
Year:
1000158
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Fully-Loaded Overhead Rate (Including Taxes, Vacation,
Pensions & Benefits)
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
49%
18% <= 40%
40% <= 49%
49% <= 60%
60% <= 93%
Percent
100%
9
3
%
90%
80%
70%
60%
50%
40%
2
7
%
30%
20%
2
9
%
3
0
%
3
0
%
3
0
%
3
5
1
1
0
5
3
4
0
%
4
0
%
4
1
%
4
1
%
4
1
%
4
1
%
5
0
4
9
7
2
1
8
2
9
4
4
%
4
6
%
4
7
%
5
2
4
0
5
0
%
5
0
%
1
1
5
5
2
%
5
3
%
5
3
%
4
5
5
3
5
8
%
5
9
%
1
3
2
3
6
0
%
6
2
%
6
4
%
6
4
%
9
2
6
6
6
%
7
2
%
7
7
%
1
8
%
10%
0%
1
2
2
0
6
4
1
3
1
5
1
3
3
4
4
4
6
3
8
3
7
2
7
1
5
8
Source/Calculation: C.74.1
Final Report
45
Year: 2003
1000163
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Extraordinary Items (Credit or Debit) Last Year
Call Center
Q: W ere there any extraordinary items (credit/ debit) last year, if so, please describe?
Hurricane Isabel in September caused many hours of overtime and about $712,000 in additional costs to the call centers.
Hurricane Isabel, Service Guarantees established by Commissions.
No
None
Source/Calculation: C.76.1
Year: 2003
Final Report
46
9035
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Extraordinary Items (Credit or Debit) Last Year
CIS
Q: W ere there any extraordinary items (c redit/ debit) last year, if so, please desc ribe?
Deregulation issues - IT costs higher than normal
Mainframe transition from IBM to PEPCO., , Service Guarantees established by Commissions.
None
Source/Calculation: C.76.2
Year: 2003
Final Report
47
9137
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Extraordinary Items (Credit or Debit) Last Year
Field Service
Q: W ere there any extraordinary items (credit/ debit) last year, if so, please describe?
All Debits Employee Recognition, Employee Development
Hurricane Isabel in September
None
Service Guarantees established by Commisssions.
Source/Calculation: C.76.3
Year: 2003
Final Report
48
9138
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Extraordinary Items (Credit or Debit) Last Year
Field Service Dispatch
Q: W ere there any extraordinary items (c redit/ debit) last year, if so, please desc ribe?
Hurricane Isabel in September
Hurricane Isabel, , Service Guarantees established by Commissions.
MDDS
No
None
Source/Calculation: C.76.4
Year: 2003
Final Report
49
9139
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Extraordinary Items (Credit or Debit) Last Year
Meter Reading
Q: W ere there any extraordinary items (c redit/ debit) last year, if so, please desc ribe?
$2.2 million charged to expense for AMR Project.
All Debits Employee Recognition, Employee Development, G-5 Leather Holsters and Shelving for the new G-5.
AMR study
Hurricane Isabel in September
Meter Reading includes a credit for $377k billed to Customer Choice.,
N0
No
None
Training and support associated w ith replacement of electronic meter reading system
Source/Calculation: C.76.5
Year: 2003
Final Report
50
9140
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Extraordinary Items (Credit or Debit) Last Year
Billing
Q: W ere there any extraordinary items (c redit/ debit) last year, if so, please desc ribe?
$121k debit to Mechanical Mailing for unforcasted maintenance on Kern Equipment
Hurricane Isabel in September
None
Not Available
Relocation
Several August storms and Hurricane Isabel knocked a large portion of customers out of electricity for many days in August and September w hich did not allow fo
accurate meter reading so there w ere many more billing errors in the months that follow ed.
Transitioned Retail enrollment from outsourcer to billing department. Includes transition costs., , Large Pow er process w ork., , Service Guarantees established by
Commissions
Source/Calculation: C.76.6
Year: 2003
Final Report
51
9141
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Extraordinary Items (Credit or Debit) Last Year
Payment Processing
Q: W ere there any extraordinary items (credit/ debit) last year, if so, please describe?
Hurricane Isabel in September
None
Source/Calculation: C.76.7
Year: 2003
Final Report
52
9142
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Extraordinary Items (Credit or Debit) Last Year
Revenue Protection
Q: W ere there any extraordinary items (c redit/ debit) last year, if so, please desc ribe?
Employee Training
Hurricane Isabel in September
None
Source/Calculation: C.76.11
Year: 2003
Final Report
56
9146
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Fees Collected
As a Percent of Total Revenue
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.50%
1.35% => 0.79%
0.79% => 0.41%
0.41% => 0.30%
0.30% => 0.04%
Fees per Revenue
1.40%
1.20%
1.00%
0.80%
0.60%
0.40%
0.20%
0.00%
4
0
5
5
3
3
3
7
1
2
2
3
4
1
4
6
9
3
5
4
4
2
6
2
0
5
1
4
9
2
7
8
5
3
4
5
0
5
3
6
1
0
2
9
1
3
1
5
1
5
2
2
Late Payment Fees/Penalties/Interest
Field Credit Actions (Disconnect/Reconnect/Collections/Notices)
Service Establishment Fees
Other
Returned Check Fees
Check Read Fees
1
8
3
1
1
1
7
3
8
Turn-off For Non-Pay
Source/Calculation: C.77.1/(SUM{A.13}+SUM{A.14}+SUM{A.15})
Year: 2003
Final Report
57
Calculation shown is for the first piece of the stacked bar only.
1000164
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Utility Expenses
Training Cost Included in Overhead
Question:
1
2
3
4
5
6
7
8
9
1
0
1
1
1
2
1
3
1
5
1
8
2
0
2
3
2
6
2
7
2
9
3
1
3
3
3
5
3
7
3
8
4
0
4
1
4
4
4
6
4
9
5
0
5
1
5
2
5
3
5
5
Total:
1. Yes:
38.9%
2. No:
61.1%
Source/Calculation: C.78.1
Year: 2003
Final Report
57.1
1000253
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
Capital Spending
(###) Report Viewer Record Number
Pg. 58.
Pg. 59.
Pg. 60.
Pg. 61.
Pg. 62.
Pg. 63.
Pg. 64.
Pg. 65.
Pg. 66.
Pg. 68.
Pg. 69.
(68)
(69)
(70)
(71)
(72)
(73)
(74)
(75)
(76)
(77)
(78)
Section Contents
Customer Service Capital Spending - Per Adjusted Customer
Customer Service Capital Spending - Per Customer
Customer Service Capital Spending - Meter Reading - Per Adjusted Customer
Customer Service Capital Spending - Field Service - Per Adjusted Customer
Customer Service Capital Spending - Billing - Per Adjusted Customer
Customer Service Capital Spending - Call Center - Per Adjusted Customer
Customer Service Capital Spending - Payment - Per Adjusted Customer
Customer Service Capital Spending - Local Office - Per Adjusted Customer
Customer Service Capital Spending - Credit & Collections - Per Adjusted Customer
Customer Service Capital Spending - Support - Per Adjusted Customer
Customer Service Depreciation Expense - Per Adjusted Customer
VII
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Capital Spending
Per Adjusted Customer
Mean
$3.42
Capital per Adj. Customer
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
5
1
2
7
3
5
4
2
6
4
1
1
2
3
5
2
3
7
1
1
5
1
3
3
6
2
0
9
5
0
2
7
4
9
1
0
4
6
2
9
1
3
Call Center
Field Service
Payment Processing
Local Office
Meter Reading
Billing
Credit & Collections
Revenue Protection
4
0
5
3
3
5
5
8
1
5
4
4
2
1
8
3
1
3
8
Support
Source/Calculation: SUM{D.4}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
58
Calculation shown is for the first piece of the stacked bar only.
1000165
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Capital Spending
Per Customer
Mean
$3.64
Capital per Customer
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
5
1
2
7
3
5
4
4
1
2
3
2
6
3
7
1
1
1
5
1
5
2
3
3
6
2
0
9
5
0
2
7
4
9
1
0
4
6
2
9
1
3
Call Center
Field Service
Payment Processing
Local Office
Meter Reading
Billing
Credit & Collections
Revenue Protection
4
0
5
3
3
5
5
8
1
5
4
4
2
1
8
3
1
3
8
Support
Source/Calculation: SUM{D.4}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
59
Calculation shown is for the first piece of the stacked bar only.
1000166
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Capital Spending - Meter Reading
Per Adjusted Customer
Mean
$3.80
Capital per Adj. Customer
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
5
3
3
1
6
2
3
5
2
1
1
2
0
2
7
4
9
1
5
4
9
5
1
1
2
7
3
1
1
8
2
3
7
2
6
3
8
4
4
1
0
5
8
5
5
3
5
3
AMR-Van
Interval Reading
Hardw are
Other
AMR - Fixed Netw ork
Labor
Softw are
Breakdow n Unavailable
4
0
1
3
5
0
2
9
4
6
4
1
Source/Calculation: D.1.4/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
60
Calculation shown is for the first piece of the stacked bar only.
1000173
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Capital Spending - Field Service
Per Adjusted Customer
Mean
$1.66
Capital per Adj. Customer
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
7
1
3
5
2
6
Labor
4
1
3
3
9
5
0
4
9
4
5
1
2
7
Hardw are
1
2
2
3
1
1
3
1
1
8
2
3
7
5
2
Softw are
3
8
4
4
Other
1
0
1
5
5
8
5
5
2
0
3
5
3
4
0
1
3
2
9
4
6
6
Breakdow n Unavailable
Source/Calculation: D.2.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
61
Calculation shown is for the first piece of the stacked bar only.
1000174
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Capital Spending - Billing
Per Adjusted Customer
Mean
$0.22
Capital per Adj. Customer
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
3
5
1
2
2
6
1
1
Labor
5
2
3
3
5
0
6
4
9
4
5
1
9
Hardw are
2
7
2
3
7
3
1
1
8
2
3
7
1
Softw are
3
8
4
4
Other
1
0
1
5
5
8
5
5
2
0
3
5
3
4
0
1
3
2
9
4
6
4
1
Breakdow n Unavailable
Source/Calculation: D.3.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
62
Calculation shown is for the first piece of the stacked bar only.
1000175
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Capital Spending - Call Center
Per Adjusted Customer
Mean
$0.475
Capital per Adj. Customer
$1.400
$1.200
$1.000
$0.800
$0.600
$0.400
$0.200
$0.000
1
2
3
5
7
2
6
Labor
3
3
5
2
1
1
1
6
9
4
9
Hardw are
5
1
3
7
8
4
2
7
2
3
3
1
1
8
2
Softw are
4
1
4
4
Other
3
8
5
1
0
5
5
2
0
3
5
3
4
0
1
3
5
0
2
9
4
6
1
5
Breakdow n Unavailable
Source/Calculation: D.4.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
63
Calculation shown is for the first piece of the stacked bar only.
1000171
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Capital Spending - Payment
Per Adjusted Customer
Mean
$0.361
Capital per Adj. Customer
$0.700
$0.600
$0.500
$0.400
$0.300
$0.200
$0.100
$0.000
2
6
5
0
4
9
4
Labor
2
3
5
1
4
4
9
2
7
1
2
3
5
Hardw are
7
1
1
3
1
1
8
2
3
7
5
2
1
3
8
Softw are
6
1
0
Other
1
5
5
8
5
5
2
0
3
5
3
4
0
1
3
2
9
4
6
3
3
4
1
Breakdow n Unavailable
Source/Calculation: D.5.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
64
Calculation shown is for the first piece of the stacked bar only.
1000176
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Capital Spending - Local Office
Per Adjusted Customer
Mean
$0.416
Capital per Adj. Customer
$0.900
$0.800
$0.700
$0.600
$0.500
$0.400
$0.300
$0.200
$0.100
$0.000
5
5
0
6
2
3
Labor
3
8
3
7
2
1
8
3
1
1
7
Hardw are
2
6
3
5
1
2
2
7
5
1
9
4
1
1
2
0
Softw are
3
3
4
6
Other
2
9
1
3
4
0
5
2
3
1
0
5
5
8
1
5
4
9
4
4
4
1
5
3
Breakdow n Unavailable
Source/Calculation: D.6.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
65
Calculation shown is for the first piece of the stacked bar only.
1000177
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Capital Spending - Credit & Collections
Per Adjusted Customer
Mean
$0.122
Capital per Adj. Customer
$0.400
$0.350
$0.300
$0.250
$0.200
$0.150
$0.100
$0.050
$0.000
3
3
1
2
2
6
4
9
Labor
6
5
1
4
4
4
2
7
9
3
5
Hardw are
2
3
7
1
1
3
1
1
8
2
3
7
5
2
3
8
Softw are
4
1
1
0
Other
1
5
5
8
5
5
2
0
3
5
3
4
0
1
3
5
0
2
9
4
6
1
Breakdow n Unavailable
Source/Calculation: D.7.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
66
Calculation shown is for the first piece of the stacked bar only.
1000178
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Capital Spending - Support
Per Adjusted Customer
Mean
$0.849
Capital per Adj. Customer
$4.000
$3.500
$3.000
$2.500
$2.000
$1.500
$1.000
$0.500
$0.000
3
5
2
3
2
6
6
Labor
9
5
0
4
9
4
5
1
2
7
1
2
Hardw are
7
1
1
3
1
1
8
2
3
7
5
2
1
3
8
Softw are
4
4
1
0
Other
1
5
5
8
5
5
2
0
3
5
3
4
0
1
3
2
9
4
6
3
3
4
1
Breakdow n Unavailable
Source/Calculation: D.9.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
68
Calculation shown is for the first piece of the stacked bar only.
1000180
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Capital Spending
Customer Service Depreciation Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.746
$0.092 <= $0.737
$0.737 <= $0.840
$0.840 <= $3.915
$3.915 <= $8.145
Capital per Adj. Customer
$9.000
$8.000
$7.000
$6.000
$5.000
$4.000
$3.000
$2.000
$1.000
$0.000
2
3
5
2
7
5
3
5
0
4
1
4
9
5
1
1
2
3
5
7
1
1
3
1
1
8
2
3
7
5
2
3
8
2
6
1
0
6
4
4
4
9
1
5
8
5
5
2
0
3
4
0
1
3
2
9
4
6
3
3
Call Center
AMR - Van
Interval Reading
Billing
Local Office
Revenue Protection
Meter Reading-Non AMR
AMR - Fixed Netw ork
Field Service
Payment
Credit & Collections
Support
1
Source/Calculation: D.10.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
69
Calculation shown is for the first piece of the stacked bar only.
1000181
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
CIS Costs
(###) Report Viewer Record Number
Section Contents
Pg. 70.
(80) CIS Expenditures - Per Adjusted Customers
Pg. 71.
(81) CIS Expenditures - Per Customers
Pg. 72.
(82) CIS O&M Expense - Per Adjusted Customers
Pg. 73.
(83) CIS O&M Expense - Per Customer
Pg. 74.
(84) CIS O&M Expense - By Type
Pg. 75.
(85) CIS O&M Expense - Allocated to Processes - Per Adjusted Customers
Pg. 76.
(86) CIS O&M Expense - Allocated to Processes - Per Customers
Pg. 77.
(87) CIS O&M Expense (Including Pensions & Benefits) - Per Adjusted Customers
Pg. 78.
(88) CIS O&M Expense (Including Pensions & Benefits) - Per Customer
Pg. 79.
(89) CIS O&M Expense Per Adjusted Customers - Allocated by Commodity
Pg. 80.
(90) CIS O&M Expense Per Customers - Allocated by Commodity
Pg. 81.
(91) CIS Capital Spending - Per Adjusted Customers
Pg. 82.
(92) CIS Capital Spending - Per Customers
Pg. 83.
(93) CIS Capital - Allocated to Processes - Per Adjusted Customers
Pg. 84.
(94) Capital Addition Allocation Pg. 85.
(95) Single Asset Making Up Largest Portion of Capitalized Expense Last Year - Hardware or Software
Pg. 86.
(96) CIS Depreciation Expense - Per Adjusted Customers
Pg. 87.
(97) CIS Depreciation Expense - Per Customers
Pg. 88.
(98) CIS Depreciation Expense - Allocated to Processes - Per Adjusted Customers
Pg. 89.
(99) Single Asset Making Up Largest Portion of Depreciation Last Year - Hardware or Software
Pg. 90.
(100) Main Basis for Deciding Whether or Not to Capitalize or Expense - For Purchased CIS Software and Under Regular Conditions
Pg. 91.
(101) Allocation Methodology for Software - Primary Basis and Any Time, Value or Application Guidelines Used
Pg. 92.
(102) Allocation Methodology for Software - Secondary Basis and Any Time, Value or Application Guidelines Used
Pg. 93.
(103) Main Basis for Deciding Whether or Not to Capitalize or Expense - For Purchased CIS Hardware and Under Regular Conditions
Pg. 94.
(104) Allocation Methodology for Hardware - Primary Basis and Any Time, Value or Application Guidelines Used
Pg. 95.
(105) Allocation Methodology for Hardware - Secondary Basis and Any Time, Value or Application Guidelines Used
Pg. 96.
(106) Main Basis for Deciding Whether or Not to Capitalize or Expense - Labor Associated With Implementing Purchased CIS Software/Hardware, or Associated With Developing
CIS
S l ti (107) Allocation Methodology for Labor - Primary Basis and Any Time, Value or Application Guidelines Used
Pg. 97.
Pg. 98.
(108) Allocation Methodology for Labor - Secondary Basis and Any Time, Value or Application Guidelines Used
Pg. 99.
(109) Vary Standard Approach Based on Functional Area That Is Being Allocated All or a Portion of the Expense - For Software, Hardware, or Labor
Pg. 100.
(110) CIS Support / IT Maintenance Costs Location Pg. 101.1. (111) CIS Support / IT Maintenance Expenses Location (Cont.) -
VIII
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS Expenditures
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.81
$0.21 <= $1.51
$1.51 <= $3.54
$3.54 <= $7.20
$7.20 <= $16.24
Expense per Adj. Customer
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
8
3
4
0
3
5
1
2
1
3
4
9
4
5
5
2
3
1
1
2
0
4
6
3
7
1
2
5
3
2
9
5
1
1
5
4
4
1
8
3
3
5
2
2
6
8
6
9
7
5
0
4
1
5
1
0
3
1
2
7
Utilities
Direct Labor
Materials
Facilities
Vehicles
Other
Payroll Overheads
Contract Employee
Technology
3rd Party Contractor
Breakdow n Unavailable
Capital
Source/Calculation: (E.2.1+E.2.2+E.2.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
70
Calculation shown is for the first piece of the stacked bar only.
1000186
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS Expenditures
Per Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$5.50
$0.31 <= $1.51
$1.51 <= $4.37
$4.37 <= $8.47
$8.47 <= $17.93
Expense per Customer
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
8
3
4
0
3
5
1
3
2
1
4
9
4
5
5
2
3
1
1
2
0
3
7
5
3
4
6
5
1
1
5
4
4
1
2
2
9
3
3
1
8
8
9
7
2
6
5
2
5
0
6
4
1
5
1
0
3
1
2
7
Utilities
Direct Labor
Materials
Facilities
Vehicles
Other
Payroll Overheads
Contract Employee
Technology
3rd Party Contractor
Breakdow n Unavailable
Capital
Source/Calculation: (E.2.1+E.2.2+E.2.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
71
Calculation shown is for the first piece of the stacked bar only.
1000188
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS O&M Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.24
$0.21 <= $1.56
$1.56 <= $3.05
$3.05 <= $5.53
$5.53 <= $16.24
Expense per Adj. Customer
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
8
3
4
0
3
5
2
4
9
1
3
4
5
5
2
3
1
2
3
3
2
0
1
1
4
6
3
7
5
3
1
5
5
1
4
4
2
9
2
6
9
1
8
6
5
2
8
7
5
0
4
1
5
1
0
1
3
1
2
7
Utilities
Direct Labor
Materials
Facilities
Vehicles
Other
Payroll Overheads
Contract Employee
Technology
3rd Party Contractor
Breakdow n Unavailable
Source/Calculation: (E.2.1+E.2.2+E.2.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
72
Calculation shown is for the first piece of the stacked bar only.
2186
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS O&M Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.80
$0.31 <= $1.56
$1.56 <= $3.73
$3.73 <= $7.10
$7.10 <= $17.93
Expense per Customer
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
8
3
4
0
3
5
4
9
1
3
2
4
5
5
2
3
2
0
1
1
1
2
3
3
3
7
5
3
4
6
1
5
5
1
4
4
2
9
9
2
6
1
8
8
7
6
5
0
5
2
4
1
5
1
0
1
3
1
2
7
Utilities
Labor Expense
Materials
Facilities
Vehicles
Other
Payroll Overheads
Contracted Employee
Technology
3rd Party Contractor
Breakdow n Unavailable
Source/Calculation: (E.2.1+E.2.2+E.2.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
73
Calculation shown is for the first piece of the stacked bar only.
423
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS O&M Expense
By Type
Percent
100%
80%
60%
40%
20%
0%
2
3
5
4
0
3
2
3
4
5
1
4
9
3
7
1
1
3
3
4
6
1
3
5
2
1
2
7
4
1
5
3
1
5
5
2
9
9
2
6
5
0
3
8
2
0
8
1
8
4
4
6
5
5
1
0
2
7
3
1
1
Utilities
Labor Expense
Materials
Facilities
3rd Party Contractor
Other
Payroll Overheads
Contract Employee
Technology
Vehicles
Breakdow n Unavailable
Source/Calculation: (E.2.1+E.2.2+E.2.3)/SUM{E.2}
Year: 2003
Final Report
74
Calculation shown is for the first piece of the stacked bar only.
10057
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS O&M Expense - Allocated to Processes
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$5.30
$0.94 <= $2.18
$2.18 <= $4.05
$4.05 <= $6.24
$6.24 <= $16.48
Expense per Adj. Customer
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
2
4
9
4
2
3
3
3
1
1
3
7
5
1
2
9
5
3
9
1
8
8
7
4
1
5
1
5
2
7
1
2
3
5
3
1
5
2
1
2
6
3
8
4
4
1
0
5
5
2
0
3
4
0
1
3
5
0
4
6
6
Utilities
Call Center
Field Service
Payment
Credit & Collections
Metering
Billing
Local Office
Revenue Protection
Support
Source/Calculation: E.3.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
75
Calculation shown is for the first piece of the stacked bar only.
1000184
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS O&M Expense - Allocated to Processes
Per Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$5.69
$0.99 <= $2.48
$2.48 <= $4.64
$4.64 <= $7.89
$7.89 <= $18.20
Expense per Customer
$20.00
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
4
9
2
4
2
3
1
1
3
3
3
7
5
1
5
3
2
9
9
1
8
8
7
4
1
5
1
5
2
7
1
2
3
5
3
1
5
2
1
2
6
3
8
4
4
1
0
5
5
2
0
3
4
0
1
3
5
0
4
6
6
Utilities
Call Center
Field Service
Payment
Credit & Collections
Metering
Billing
Local Office
Revenue Protection
Support
Source/Calculation: E.3.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
76
Calculation shown is for the first piece of the stacked bar only.
1000185
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS O&M Expense (Including Pensions & Benefits)
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.42
$0.21 <= $1.56
$1.56 <= $3.77
$3.77 <= $5.53
$5.53 <= $16.66
Expense per Adj. Customer
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
8
3
4
0
3
5
2
4
9
1
3
4
5
5
2
3
1
2
3
3
2
0
1
1
3
7
5
3
1
5
4
6
4
4
5
1
2
9
2
6
9
1
8
6
5
2
8
7
5
0
4
1
5
2
7
1
0
1
3
1
Utilities
Direct Labor
Materials
Facilities
Vehicles
Other
Payroll Overheads
Contract Employee
Technology
3rd Party Contractor
Breakdow n Unavailable
Pensions & Benefits
Source/Calculation: (E.2.1+E.2.2+E.2.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
77
Calculation shown is for the first piece of the stacked bar only.
1000159
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS O&M Expense (Including Pensions & Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.98
$0.31 <= $1.56
$1.56 <= $3.77
$3.77 <= $7.10
$7.10 <= $18.36
Expense per Customer
$20.00
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
8
3
4
0
3
5
4
9
1
3
2
4
5
5
2
3
2
0
1
1
3
3
1
2
3
7
5
3
1
5
4
4
5
1
4
6
9
2
9
2
6
1
8
8
7
6
5
0
5
2
4
1
5
1
0
1
3
1
2
7
Utilities
Labor Expense
Materials
Facilities
3rd Party Contractor
Other
Payroll Overheads
Contracted Employee
Technology
Vehicles
Breakdow n Unavailable
Pensions & Benefits
Source/Calculation: (E.2.1+E.2.2+E.2.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
78
Calculation shown is for the first piece of the stacked bar only.
1000160
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS O&M Expense Per Adjusted Customers
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.46
$0.35 <= $1.65
$1.65 <= $3.05
$3.05 <= $6.00
$6.00 <= $16.24
Expense per Adj. Customer
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
4
0
3
5
4
9
1
3
4
5
5
2
3
1
2
3
3
2
0
1
1
4
6
3
7
5
3
1
5
5
1
4
4
2
6
9
6
5
2
8
7
5
0
4
1
5
1
0
2
9
1
2
1
8
3
1
2
7
3
8
Utilities
Electric Percentage
Gas Percentage
Water Percentage
Other
Source/Calculation: SUM{E.2}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)*E.4.1
Year: 2003
Final Report
79
Calculation shown is for the first piece of the stacked bar only.
1000182
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS O&M Expense Per Customers
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.95
$0.35 <= $1.65
$1.65 <= $3.73
$3.73 <= $7.42
$7.42 <= $17.93
Expense per Customer
$18.00
$16.00
$14.00
$12.00
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
3
4
0
3
5
4
9
1
3
4
5
5
2
3
2
0
1
1
1
2
3
3
3
7
5
3
4
6
1
5
5
1
4
4
9
2
6
8
7
6
5
0
5
2
4
1
5
1
0
2
9
1
2
1
8
3
1
2
7
3
8
Utilities
Electric Percentage
Gas Percentage
Water Percentage
Other
Source/Calculation: SUM{E.2}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})*E.4.1
Year: 2003
Final Report
80
Calculation shown is for the first piece of the stacked bar only.
1000183
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS Capital Spending
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.60
$0.37 <= $0.74
$0.74 <= $1.03
$1.03 <= $2.47
$2.47 <= $3.55
Expense per Adj. Customer
$4.00
$3.50
$3.00
$
2
.
2
8
$2.50
$
3
.
5
5
$
1
.
5
9
$2.00
$1.50
$1.00
$0.50
$
2
.
5
4
$
3
.
0
1
$
3
.
3
0
$
0
.
3
7
$
0
.
4
9
$
0
.
6
8
$
0
.
7
3
7
5
1
$
0
.
7
8
$
1
.
0
3
$
1
.
0
3
$
1
.
0
3
1
5
4
1
4
4
$0.00
2
0
4
9
1
1
2
6
5
0
2
6
9
3
3
2
9
3
4
5
8
1
0
1
1
1
3
1
8
2
2
7
5
5
3
1
3
5
3
7
3
8
4
0
4
6
5
2
5
3
2
3
Utilities
Source/Calculation: E.5.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
81
1000187
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS Capital Spending
Per Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.94
$0.37 <= $0.80
$0.80 <= $1.17
$1.17 <= $3.14
$3.14 <= $4.58
Expense per Customer
$5.00
$4.00
$
3
.
3
0
$
2
.
5
4
$3.00
$2.00
$1.00
$
0
.
3
7
$
0
.
4
9
$
0
.
6
8
$
0
.
7
3
7
5
1
$
1
.
0
3
$
1
.
0
3
$
1
.
0
3
1
5
4
1
4
4
$
3
.
5
6
$
3
.
8
4
$
4
.
5
8
$
2
.
6
6
$
1
.
3
2
$0.00
2
0
4
9
1
5
0
1
2
9
6
2
6
3
3
2
9
3
4
5
8
1
0
1
1
1
3
1
8
2
2
7
5
5
3
1
3
5
3
7
3
8
4
0
4
6
5
2
5
3
2
3
Utilities
Source/Calculation: E.5.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
82
1000189
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CIS Costs
CIS Capital - Allocated to Processes
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.55
$0.37 <= $0.73
$0.73 <= $1.03
$1.03 <= $2.28
$2.28 <= $4.56
Expense per Adj. Customer
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
2
0
4
9
7
5
1
1
1
5
4
1
4
4
1
1
6
5
0
9
3
3
8
2
7
1
2
3
5
3
1
2
3
7
3
8
2
6
1
0
5
5
3
5
3
4
0
1
3
2
9
4
6
5
2
Utilities
Call Center
Billing
Local Office
Revenue Protection
Metering
Payment
Credit & Collections
Support
Field Service
Source/Calculation: E.6.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
83
Calculation shown is for the first piece of the stacked bar only.
1000190
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Capital Addition Allocation
Percent
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
2
0
4
1
4
4
6
5
0
1
1
2
6
9
3
3
4
9
5
1
1
5
Softw are
7
3
7
3
8
Hardw are
4
0
3
5
Labor
5
2
5
3
5
5
1
Facilities
4
6
1
0
2
3
4
5
3
1
8
2
9
1
2
1
3
1
8
2
3
2
7
Other
Source/Calculation: E.7.1
Year: 2003
Final Report
84
Only Participants with All the Data are Shown
1000191
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Single Asset Making Up Largest Portion of Capitalized Expense
Last Year
Hardware or Software
Q: W hat one asset, hardware or software, made up the largest portion of capitalized cost last year?
Central Remittance Processing Equipment
CIS Application
CIS Modular Additions
Data Storage
GUI Expansion
hardw are
Hardw are
Installation of VRU
Itron
Meter Process Automation for Meter Services Dept and many other SCE depts impacted by the meter process
Open Access Enhancements
Rate changes
Remittance processing system
Softw are
Source/Calculation: E.8.1
Year: 2003
Final Report
85
100518
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS Depreciation Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.13
$0.07 <= $1.53
$1.53 <= $3.45
$3.45 <= $6.88
$6.88 <= $8.89
Expense per Adj. Customer
$9.00
$8.00
$
7
.
9
9
$
8
.
8
9
5
2
5
0
$7.00
$6.00
$5.00
$
3
.
3
3
$4.00
$
3
.
5
6
$3.00
$2.00
$1.00
$
0
.
0
7
$
0
.
9
3
$0.00
5
1
2
5
3
3
7
2
6
2
3
4
6
7
8
9
1
0
1
1
1
3
1
5
1
8
1
2
3
5
5
2
7
2
9
3
1
3
3
3
5
3
8
4
0
4
1
4
4
4
6
4
9
5
1
2
0
Utilities
Source/Calculation: E.9.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
86
1000194
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS Depreciation Expense
Per Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.98
$0.08 <= $2.00
$2.00 <= $3.45
$3.45 <= $7.56
$7.56 <= $12.48
Expense per Customer
$14.00
$
1
2
.
4
8
$12.00
$
8
.
8
9
$10.00
$8.00
$6.00
$
3
.
3
3
$4.00
$2.00
$
0
.
0
8
$
3
.
5
6
$
1
.
5
6
$0.00
5
1
2
5
3
3
7
5
0
5
2
2
6
2
3
4
6
7
8
9
1
0
1
1
1
3
1
5
1
8
1
2
3
5
5
2
7
2
9
3
1
3
3
3
5
3
8
4
0
4
1
4
4
4
6
4
9
5
1
2
0
Utilities
Source/Calculation: E.9.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
87
1000193
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS Depreciation Expense - Allocated to Processes
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$4.48
$0.07 <= $2.27
$2.27 <= $4.48
$4.48 <= $6.69
$6.69 <= $8.89
Expense per Adj. Customer
$9.00
$8.00
$7.00
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
5
5
0
2
3
5
2
3
7
2
1
8
3
1
3
8
7
4
1
3
5
1
2
2
7
5
1
9
4
1
1
5
5
3
3
4
6
2
9
1
3
4
0
5
3
1
2
0
2
6
8
1
5
4
9
4
4
6
1
0
3
Utilities
Call Center
Billing
Local Office
Revenue Protection
Metering
Payment
Credit & Collections
Support
Field Service
Source/Calculation: E.10.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
88
Calculation shown is for the first piece of the stacked bar only.
1000192
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Single Asset Making Up Largest Portion of Depreciation Last
Year
Hardware or Software
Q: W hat one asset, hardware or software, made up the largest portion of depreciation last year?
CIS Application
CIS Application
CIS Modular Additions
CIS softw are and installation services
Core Customer System (Customer 1)
Customer Information System (CIS) w as the largest single asset., ,
Hardw are
Hardw are - On Demand Server & Printer. No softw are depreciation.
softw are
Softw are - core customer system
Source/Calculation: E.11.1
Year: 2003
Final Report
89
100527
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Main Basis for Deciding Whether or Not to Capitalize or Expense
For Purchased CIS Software and Under Regular Conditions
Q: For purchased CIS software, and under regular conditions, what is the main basis for deciding whether or not to capitalize or expense the software?
$100,000 limit for O&M
$500,000 per legal entity. As of 1/2004, the new policy is $100k per legal entity.
AS Per GAAP
Company accounting policies
COST AND USAGE
Costs in excess of $1,000
Minmum expense is $10,000 and life of the asset is greater than 1 year
New functionality and cost
preestablished company policy
purpose of softw are/cost of softw are
Return on Investment
Return on Investment
Return on Investment
See note for answ er. Not enough room to w rite text in space allotted.
Softw are cost plus installation cost
Softw are cost plus installation cost
Under $500 equals expense item
We capitalize softw are w hen the costs are greater than $1 million (this includes softw are, installation of the softw are, and associated labor, but does not include
data transfer).
Source/Calculation: E.12.1
Year: 2003
Final Report
90
100528
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Allocation Methodology for Software
Primary Basis and Any Time, Value or Application Guidelines Used
Q: Prov ide the top two basis and any time, v alue or applic ation guidelines used in your alloc ation methodology for software.
AICPA 98-1
Allocated by Headcount
cost apporpriation manual
Functionality
It must be new
Keep the lights on
Operating Company
Operating Company
Operating Company
Softw are needs to exceed $500k per legal entity.
We do not allocate its softw are costs as requested in E.3, 6, or 10. Capital additions are tracked in our accounting system by asset class and vintage year.
Source/Calculation: E.13.1
Year: 2003
Final Report
91
100534
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Allocation Methodology for Software
Secondary Basis and Any Time, Value or Application Guidelines Used
Q: Prov ide the top two basis and any time, v alue or applic ation guidelines used in your alloc ation methodology for software.
Cost
It must cost over $50,000
Must be new functionality, not data conversion, or training.
Number of Customers
Number of Customers
Reduce expenses
Tender Evaluation
Source/Calculation: E.13.2
Year: 2003
Final Report
92
100907
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Main Basis for Deciding Whether or Not to Capitalize or Expense
For Purchased CIS Hardware and Under Regular Conditions
Q: For purc hased CIS hardware and under regular c onditions, what is the main basis for dec iding whether or not to c apitalize or expense the hardware?
Any physical asset and the associated operating system
Any physical asset and the associated operating system softw are
company policy
Cost
Costs in excess of $1,000 each
GAAP
It is PHI policy to lease all hardw are.
New units considered for addition to the utility Retirement Unit Catalog if they meet all criteria: life is longer than 1 year, material cost per unit is greater than $500 or
$5,000 for tools, unit is not an integral part of another unit, (see note
Return on Investment
ROI
ROI
Standard company accounting policy
Under $500 equals expense
Useful life
We capitalize all hardw are w ith a cost of greater than $800.
Source/Calculation: E.14.1
Year: 2003
Final Report
93
100530
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Allocation Methodology for Hardware
Primary Basis and Any Time, Value or Application Guidelines Used
Q: Prov ide the top two basis and any time, v alue or applic ation guidelines used in your alloc ation methodology for hardware.
AICPA 98-1
All Hardw are Capitalized
Allocated as per Headcount
cost apporpriation manual
It is PHI policy to lease all hardw are
Keep the lights on
Like softw are, w e do not allocate its hardw are capital additions or depreciation to functional areas as requested earlier. Hardw are assets are tracked by asset
class and vintage year.
Operating Company
Operating Company
Operating Company
Source/Calculation: E.15.1
Year: 2003
Final Report
94
100535
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Allocation Methodology for Hardware
Secondary Basis and Any Time, Value or Application Guidelines Used
Q: Provide the top two basis and any time, value or application guidelines used in your allocation methodology for hardware.
Number of customers
Number of Customers
Number of Customers
Reduce expenses
Source/Calculation: E.15.2
Year: 2003
Final Report
95
100908
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Main Basis for Deciding Whether or Not to Capitalize or Expense
Labor Associated With Implementing Purchased CIS Software/Hardware, or Associated With Developing CIS
Solutions
Q: For labor assoc iated with implementing purc hased CIS software/ hardware, or assoc iated with dev eloping CIS solutions, what is the main basis for dec iding whether or n
CORPORATE CAPITALIZATION POLICY
Cost - Over 100,000
cost over 100,000
GAAP
Generally do not capitalize
If the labor costs are associated to the original installation of the hardw are and the hardw are is classified as capital, the labor costs should be classified as capita
(see attached note for balance of answ er)
Labor associated w ith training and data conversion is expensed. Labor associated w ith new functionality is capitalized.
Labor to install capital asset is capital
Phased / Task approach as stated in AICPA 98-1
purpose of softw are/cost of softw are
Return on Investment
ROI
ROI
State of Position 98-1 (SOP)
Type of project Enhancement vs. Maintenance
We don't separate the labor out. Labor is included as part of the package: Capitalize softw are projects greater than $1M and hardw are greater than $800
What tasks are being performed (training and business process design are expensed)
Source/Calculation: E.16.1
Year: 2003
Final Report
96
100531
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Allocation Methodology for Labor
Primary Basis and Any Time, Value or Application Guidelines Used
Q: Prov ide the top two basis and any time, v alue or applic ation guidelines used in your alloc ation methodology for labor.
AICPA 98-1
As per time tracking softw are
cost apporpriation manual
Keep the lights on
Labor associated w ith new functionality (if project exceeds $500k per legal entity) is capitalized.
Operating Company
Operating Company
Operating Company
w e do not allocate any CIS costs to any functional area. It is excluded from A&G as of the 1999 GRC as it is not applicable to non-distribution utility costs but it is n
allocated to the various distribution areas.,
Source/Calculation: E.17.1
Year: 2003
Final Report
97
100536
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Allocation Methodology for Labor
Secondary Basis and Any Time, Value or Application Guidelines Used
Q: Prov ide the top two basis and any time, v alue or applic ation guidelines used in your alloc ation methodology for labor.
Labor associated w ith training and data conversion is O&M>
Number of customers
Number of Customers
Number of Customers
Reduce expenses
Source/Calculation: E.17.2
Year: 2003
Final Report
98
100909
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
Vary Standard Approach Based on Functional Area That Is Being
Allocated All or a Portion of the Expense
For Software, Hardware, or Labor
Q: For any of the abov e - software, hardware, or labor - do you v ary your standard approac h based on what func tional area is being alloc ated all or a portion of the c ost?
No
No
No
No
no
No
No
no
NO
No
No, use same standards: Capitalize softw are projects greater than $1M and hardw are greater than $800,
standard approach
w e do not allocate any CIS costs to any functional area.
Source/Calculation: E.18.1
Year: 2003
Final Report
99
100532
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS Support / IT Maintenance Costs Location
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
51.9%
1. Customer Services Budget:
2. IT Department Budget:
3. Corporate Budget:
4. Support/Shared Services Budget:
99. Other:
74.1%
0.0%
3.7%
7.4%
Source/Calculation: E.19.1
Year: 2003
Final Report
100
100537
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CIS Costs
CIS Support / IT Maintenance Expenses Location (Cont.)
Q: W here do your CIS Support / IT Maintenance costs reside?
Ultimate charge back to benefitting business area
Ultimate chargfe back to benefitting business area
Source/Calculation: E.19.99
Year: 2003
Final Report
101.1
100538
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
Customer Information Systems
(###) Report Viewer Record Number
Pg. 102.
Pg. 103.
Pg. 104.
Pg. 105.
Pg. 106.
Pg. 107.
Pg. 107.1.
Pg. 108.
Pg. 108.1.
Pg. 109.
Pg. 110.
Pg. 110.1.
Pg. 111.
Pg. 112.
Pg. 112.1.
Pg. 114.
Pg. 115.
Pg. 116.
Pg. 117.
Pg. 118.
Pg. 119.
Pg. 120.
Pg. 120.1.
Pg. 121.
Pg. 122.
Pg. 123.
Pg. 123.1.
Pg. 124.
Pg. 125.
Pg. 125.1.
Pg. 126.
Pg. 127.
Pg. 127.1.
Pg. 128.
Pg. 129.
Pg. 130.
Section Contents
(114) Company CIS Staffing Level - FTEs per 100,000 Adjusted Customers
(115) Company CIS Staffing Level - FTEs per 100,000 Customers
(116) Company and Contractor CIS Staffing Level - FTEs per 100,000 Adjusted Customers
(117) Company and Contractor CIS Staffing Level - FTEs per 100,000 Customers
(118) Age of Current Core CIS (119) Core CIS Software Developer (120) CIS Software Developer (Cont.) (121) Core CIS Features (122) Core CIS Features (Cont.) (123) Years Since Last Changes Made to Core CIS System (124) Forecasted Core CIS Modifications - Budgeted Modifications for Next Year
(125) Forecasted Core CIS Modifications (Cont.) - Budgeted Modifications for Next Year
(126) Separate Billing Engines Required - To Support Billing and Customer Service Competency
(127) Separate Billing Engines or Manual Processes To Support The Following (128) Customer Billing, Collection And Contact Information Available - Across All Customer Access Channels
(129) Vendor(s) for Billing Engine - Special Programs (Green Power, Low Income)
(130) Vendor(s) for Each Billing Engine - Third Party Billing (Commodity, Metering, etc.)
(131) Vendor(s) for Each Billing Engine - Different rate classes and or types of customers (C&I vs. Residential)
(132) Vendor(s) for Each Billing Engine - Value Added Products and Services
(133) Vendor(s) for Each Billing Engine - Other
(134) Group Maintaining the Billing Engine - IS = In-house staff, C = contract staff, V = Installation vendor
(135) CIS Capabilities to Support Deregulated Environment (136) CIS Capabilities to Support Deregulated Environment (Cont.) (137) Separate Billing Engines Needed Across Service Territory - To Support the Required Billing In Deregulated Environments
(138) Current CIS System Provides the Flexibility to Support Aggregated Customer Billing - To the Extent Needed Without Significant Manual Workarounds
(139) Data Model Flexibility of Core CIS System (140) Data Model Flexibility of Core CIS System (Cont.) (141) CIS Consolidation on Recently Merged Companies (142) CIS System Integration - Integrated Links to Other Information Systems
(143) CIS System Integration (Cont.) - Integrated Links to Other Information Systems
(144) Number of Months of Billing Data Retained In System (145) Changes To Billing Rates That Can Be Made By Customer/Business Analysts (146) Changes To Billing Rates That Can Be Made By Customer/Business Analysts (Cont.) (147) Customer Billing, Collection And Customer Contact Information Updated Real Time (148) Specific Modules Can Be Removed From Existing Applications - And Be Replaced Without Significant Technical Rework
(149) Customer Billing, Collection And Contact Information Available - Across All Customer Access Channels
©2004 PA Consulting Group, All Rights Reserved
IX
2004 CS Final Report - Volume 1
Customer Information Systems
(###) Report Viewer Record Number
Pg. 131.
Pg. 132.
Pg. 133.
Pg. 134.
Pg. 135.
Pg. 136.
Pg. 139.
Pg. 139.1.
Section Contents
(150) Customer Service Problems, Billing Issues, Slows Regulatory Response - Created by CIS Systems (Core and Associated Billing Engines)
(151) Customer Service Problems, Billing Issues, Slows Regulatory Response - Created by CIS Systems (Core and Associated Billing Engines)
(152) Primary Driver of Changes In Your CIS In the Last 2 Years (153) Secondary Driver of Changes In Your CIS In the Last 2 Years (154) Primary CIS Initiative Going Forward Over the Next 2 Years (155) Secondary CIS Initiatives Going Forward Over the Next 2 Years (156) CIS Services Contracted (157) CIS Services Contracted (Cont.) -
X
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Company CIS Staffing Level
FTEs per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.6
0.5 <= 0.7
0.7 <= 0.9
0.9 <= 2.2
2.2 <= 6.3
FTEs per 100K Adj. Cust.
7.0
6
.
3
4
6.0
4
.
5
5
5.0
4.0
3.0
2.0
1.0
0
.
5
2
0
.
6
0
0
.
6
7
0
.
6
7
0
.
6
8
0
.
6
8
0
.
6
9
0
.
7
6
0
.
8
4
0
.
8
6
0
.
8
7
0
.
8
8
0
.
8
9
1
5
2
0
1
3
5
4
0
1
3
4
9
3
8
3
3
5
5
5
3
5
2
1
.
0
3
1
.
5
9
1
.
6
0
5
3
7
1
.
7
3
2
.
1
3
2
.
3
0
2
.
3
1
4
4
7
2
.
4
1
2
.
5
6
0.0
3
5
0
9
2
6
5
1
1
1
4
1
4
6
3
1
2
9
2
7
2
3
1
8
1
2
1
0
8
6
4
2
Source/Calculation: SUM{H.18}/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2003
Final Report
102
9160
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Company CIS Staffing Level
FTEs per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.8
0.5 <= 0.7
0.7 <= 1.2
1.2 <= 2.3
2.3 <= 8.3
FTEs per 100K Customers
9.0
8
.
3
1
8.0
7.0
6.0
4
.
5
5
5.0
4.0
3.0
2.0
1.0
0
.
5
2
0
.
6
0
0
.
6
7
0
.
6
8
0
.
6
8
0
.
6
9
0
.
7
6
3
1
5
2
0
3
5
4
0
1
3
4
9
0
.
8
7
0
.
8
8
5
5
5
3
1
.
0
3
1
.
1
1
1
.
1
3
5
0
3
3
1
1
.
2
6
1
.
3
9
1
.
6
0
1
.
7
3
1
.
7
6
9
5
2
.
3
0
2
.
3
1
2
.
4
1
4
4
7
5
1
2
.
5
6
2
.
7
2
0.0
3
8
5
2
3
7
1
1
2
6
4
1
4
6
3
1
2
9
2
7
2
3
1
8
1
2
1
0
8
6
4
2
Source/Calculation: SUM{H.18}/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2003
Final Report
103
1955
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Company and Contractor CIS Staffing Level
FTEs per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
2.1
0.5 <= 1.0
1.0 <= 1.6
1.6 <= 2.9
2.9 <= 6.3
FTEs per 100K Adj. Cust.
7.0
6.0
5.0
4.0
3.0
2.0
1.0
0.0
3
2
0
1
3
5
4
0
5
5
4
9
1
3
5
3
3
8
5
2
1
5
5
3
7
3
3
7
1
1
Company
9
2
6
5
1
5
0
4
1
4
4
4
6
8
6
2
1
8
3
1
2
3
1
2
2
7
4
1
0
2
9
Contractor
Source/Calculation: SUM{H.18}/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2003
Final Report
104
Calculation shown is for the first piece of the stacked bar only.
9177
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Company and Contractor CIS Staffing Level
FTEs per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
2.3
0.5 <= 1.1
1.1 <= 2.0
2.0 <= 3.0
3.0 <= 8.3
FTEs per 100K Customers
9.0
8.0
7.0
6.0
5.0
4.0
3.0
2.0
1.0
0.0
3
2
0
3
5
4
0
5
5
4
9
1
1
3
5
3
1
5
5
3
7
3
8
5
2
7
1
1
3
3
Company
9
5
1
5
0
2
6
4
1
4
4
4
6
1
0
2
9
8
6
2
1
8
3
1
2
3
1
2
2
7
4
Contractor
Source/Calculation: SUM{H.18}/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2003
Final Report
105
Calculation shown is for the first piece of the stacked bar only.
5548
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Age of Current Core CIS
Mean
12
Age
35
2
9
30
2
5
2
6
2
6
4
0
4
1
3
0
3
1
25
2
0
2
1
2
2
20
1
6
15
1
3
1
0
1
0
3
5
4
10
8
7
7
4
9
1
2
6
5
1
1
5
2
5
0
2
2
2
7
1
3
3
3
3
8
5
1
3
3
3
7
4
4
4
5
5
4
6
1
1
5
5
9
7
0
4
4
2
3
1
5
5
2
0
1
3
5
3
6
3
1
2
6
3
3
8
2
9
1
8
1
0
2
Source/Calculation: 2003-F.2.1
Year: 2003
Final Report
106
Only Participants with All the Data are Shown
60027
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Core CIS Software Developer
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc e
1. In-house Development:
70.0%
2. Andersen Consulting/Accenture:
20.0%
3. SPL World Group:
13.3%
4. IBM:
3.3%
5. Orcom:
3.3%
6. Pricew aterhouseCoopers:
3.3%
7. SCT Utility Systems:
0.0%
8. Tres:
16.7%
9. SAP:
3.3%
10. Oracle:
3.3%
99. Other:
6.7%
Source/Calculation: F.3.1
Year: 2003
Final Report
107
438
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
CIS Software Developer (Cont.)
Q: W ho developed your core CIS software?
Collaborated development w ith PWC
Other Contractors
Source/Calculation: F.3.99
Year: 2003
Final Report
107.1
8119
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Core CIS Features
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
0.0%
1. None:
2. On-Line Bill Adjustments:
3. On-Line Payment Entry:
4. Automated Meter Rerouting:
5. Automated Correspondence
6. Automated Account Write-off:
7. Automated Customer Contact
8. Automated Appointments
9. Automated Work Order/Instruction
99. Other:
93.3%
76.7%
60.0%
80.0%
90.0%
73.3%
50.0%
73.3%
6.7%
Source/Calculation: F.4.1
Year: 2003
Final Report
108
441
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Core CIS Features (Cont.)
Q: W hat features does your current core CIS possess?
could provide 100+ other functions
Work Flow Manager w ith Segmentation
Source/Calculation: F.4.99
Year: 2003
Final Report
108.1
8122
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Years Since Last Changes Made to Core CIS System
Question
1. Replace Core System:
2. Move To Distributed
3. Add Modules/Features:
4. Add Workflow Management
99. Other:
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
2
2
-
-
-
2
-
1
2
1
2
1
2
-
2
-
2
-
2
-
1
1
1
-
1
1
2
-
2
2
2
2
-
1
2
-
2
-
-
2
-
1
1
2
1
-
2
2
2
2
2
-
-
2
2
-
2
2
-
1
2
-
2
2
2
-
-
2
-
2
-
1
1
2
1
-
1
1
2
1
2
1
2
2
-
2
-
2
2
2
2
-
2
2
2
2
-
1
1
2
1
-
1
-
Av erage
1996
1998
2003
1999
2003
Source/Calculation: F.5.1
Year: 2003
Final Report
109
1946
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Forecasted Core CIS Modifications
Budgeted Modifications for Next Year
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
14.3%
1. None Budgeted:
2. Replace Core System:
3. Move To Distributed
4. Add Modules/Features:
5. Add w orkflow management
99. Other:
7.1%
7.1%
67.9%
21.4%
21.4%
Source/Calculation: F.6.1
Year: 2003
Final Report
110
442
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Forecasted Core CIS Modifications (Cont.)
Budgeted Modifications for Next Year
Q: W hat c hanges to the c ore CIS are in the budget for next year (2004)?
CONVERT TO SAP CCS
Gradual replacement of CIS 2004. Complete replacement of CIS in 2007 (SAP)
IMS to DB2 Conversion
Move other SBU to SAP CCS
New Meter Process Automation (New Business)
potential expansion to the NE market
Source/Calculation: F.6.99
Year: 2003
Final Report
110.1
8123
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Separate Billing Engines Required
To Support Billing and Customer Service Competency
Mean
1
Engines
6
6
5
4
3
3
2
2
2
2
2
2
5
3
6
4
6
3
1
1
2
1
1
2
1
1
1
1
1
1
1
1
1
1
1
1
2
7
9
1
3
2
6
4
4
3
3
3
5
3
7
4
0
4
1
5
2
5
1
1
0
0
0
0
0
0
0
0
0
4
5
7
5
0
4
9
8
1
5
2
0
2
3
0
5
5
3
3
8
2
9
1
8
1
0
2
1
Source/Calculation: F.7.1
Year: 2003
Final Report
111
60031
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Separate Billing Engines or Manual Processes To Support The
Following
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
1. Special programs (green pow er, low
income):
2. Third party billing (commodity,
metering, etc.):
3. Different rate classes and or types
of customers (C&I vs. Residential):
4. Value added products and services:
Perc en
0.0%
0.0%
89.5%
0.0%
99. Other:
10.5%
Source/Calculation: F.8.1
Year: 2003
Final Report
112
60036
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Customer Billing, Collection And Contact Information Available
Across All Customer Access Channels
Q: How many of your separate billing engines were used to support each of the following?
Complex combined metering
Special Metering
Source/Calculation: F.8.99
Year: 2003
Final Report
112.1
60318
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Vendor(s) for Billing Engine
Special Programs (Green Power, Low Income)
Q: W ho is/ are the v endor(s) for eac h billing engine?
Accenture / Customer 1
green pow er, low income
In house
In House
inhouse
In-house
Source/Calculation: F.9.1
Year: 2003
Final Report
114
100540
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Vendor(s) for Each Billing Engine
Third Party Billing (Commodity, Metering, etc.)
Q: W ho is/ are the v endor(s) for eac h billing engine?
Accenture / Customer 1
commodity, metering, etc
In house
In-house
In-house
na, na
Non applicable
Source/Calculation: F.9.2
Year: 2003
Final Report
115
1000002
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Vendor(s) for Each Billing Engine
Different rate classes and or types of customers (C&I vs. Residential)
Q: W ho is/ are the v endor(s) for eac h billing engine?
Accenture / Customer 1
Banner/Enerlink
C&I verses residential
In House
In house
in house
in house
IN HOUSE
In House
inhouse
In-house
IS
Lodestar
Lodestar
SPL
Source/Calculation: F.9.3
Year: 2003
Final Report
116
1000003
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Vendor(s) for Each Billing Engine
Value Added Products and Services
Q: W ho is/ are the v endor(s) for eac h billing engine?
Accenture / Customer 1
In-house
na
Non applicable
PeopleSoft
Source/Calculation: F.9.4
Year: 2003
Final Report
117
1000004
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Vendor(s) for Each Billing Engine
Other
Q: W ho is/ are the v endor(s) for eac h billing engine?
In house
Loadstar
na
Source/Calculation: F.9.99
Year: 2003
Final Report
118
1000005
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Group Maintaining the Billing Engine
IS = In-house staff, C = contract staff, V = Installation vendor
Question
1
2
3
4
5
6
7
1. Special programs (green
pow er, low income):
is
is
2. Third party billing (commodity,
metering, etc.):
is
3. Different rate classes and or
types of customers (C&I vs.
Residential):
4. Value added products and
services:
is
is
c
8
9
1
0
1
1
1
2
1
3
1
5
is
c
c/is is
is
c
is
c
c/is is
is
is
c
is
c
is
c
is
c
is
is
is
c/is is
is
1
8
2
0
2
3
2
6
2
7
2
9
3
1
is
and
non
is
and is
non
is
v
3
3
3
5
3
7
3
8
4
0
4
1
4
4
4
6
4
9
5
0
5
1
5
2
5
3
5
Perc ent
5
is
is
is
is
31.4%
is
is
is na is
34.3%
is
is
is
is
is
is
is
is
is
is
is
is
is
is
is
62.9%
na is
37.1%
na
8.6%
99. Other:
v
is
Source/Calculation: F.10.1
Year: 2003
Final Report
119
100541
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
CIS Capabilities to Support Deregulated Environment
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
31.0%
1. None:
2. Multiple Commodities:
3. Negotiated Rates:
4. Unbundled Rates:
5. Pow er Marketer Needs:
99. Other:
51.7%
37.9%
58.6%
37.9%
13.8%
Source/Calculation: F.11.1
Year: 2003
Final Report
120
450
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
CIS Capabilities to Support Deregulated Environment (Cont.)
Q: W hat capabilities does your CIS System have to support needs under a deregulated environment?
bill ready and rate ready for energy supplier charge
Contract Discounts
multi billing options - consoldiated, split, rate ready, bill ready
Summary Billing
Source/Calculation: F.11.99
Year: 2003
Final Report
120.1
8126
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Separate Billing Engines Needed Across Service Territory
To Support the Required Billing In Deregulated Environments
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
2
1 <= 1
1 <= 2
2 <= 2
2 <= 2
Engines
2
2
2
2
2
2
5
2
3
3
2
6
1
2
6
2
2
1
1
1
1
1
1
1
4
4
4
0
1
3
8
5
1
1
1
0
0
0
2
9
2
3
4
7
9
1
0
1
1
1
5
1
8
2
0
1
2
7
5
5
3
1
3
5
3
7
3
8
4
1
4
6
4
9
5
0
5
1
5
3
2
3
Source/Calculation: F.12.1
Year: 2003
Final Report
121
100542
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Current CIS System Provides the Flexibility to Support
Aggregated Customer Billing
To the Extent Needed Without Significant Manual Workarounds
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
53.6%
1. Yes:
2. No:
46.4%
Source/Calculation: F.13.1
Year: 2003
Final Report
122
100543
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Data Model Flexibility of Core CIS System
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
75.9%
1. Premise-Based:
2. Customer-Based/Centric:
3. Account-Based:
99. Other:
62.1%
58.6%
6.9%
Source/Calculation: F.14.1
Year: 2003
Final Report
123
1000196
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Data Model Flexibility of Core CIS System (Cont.)
Q: How would you describe the core CIS system in terms of its data model flexibility?
Service point based.
The original system w as account based w ith limitation w ithin a premise. Recent enhancements have extended the model to be customer centric w here customer
information is available to support the customer to account relationship.
Source/Calculation: F.14.99
Year: 2003
Final Report
123.1
100550
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
CIS Consolidation on Recently Merged Companies
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
1. Not Consolidated:
Perc e
76.9%
2. Moved To Single CIS:
23.1%
3. Multiple Systems But One Graphic
Interface (Not Consolidated):
4. Billing Engine For Multiple Entities:
0.0%
0.0%
99. Other:
0.0%
Source/Calculation: F.15.1
Year: 2003
Final Report
124
2879
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
CIS System Integration
Integrated Links to Other Information Systems
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
1. None:
Perce
0.0%
2. Trouble Call Management:
82.8%
3. Market Research Database:
24.1%
4. Credit Scoring:
62.1%
5. Credit & Collections:
89.7%
6. Meter Reading:
96.6%
7. New Service Work Management:
75.9%
8. Telephone Caller ID:
62.1%
9. IVR/VRU:
96.6%
10. Intranet/Extranet:
58.6%
11. Website:
48.3%
12. Mobile Data :
65.5%
99. Other:
6.9%
Source/Calculation: F.16.1
Year: 2003
Final Report
125
439
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
CIS System Integration (Cont.)
Integrated Links to Other Information Systems
Q: W hich of your systems have a fully-integrated link to the CIS system?
CIS has approximately 70 interfaces including the above checked answ ers.
EDI, CAD/FFA, many more
Source/Calculation: F.16.99
Year: 2003
Final Report
125.1
8120
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Number of Months of Billing Data Retained In System
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
35
120 => 37
37 => 26
26 => 23
23 => 13
Months
120
1
2
0
100
80
6
0
6
0
6
0
60
5
4
4
8
4
0
40
3
6
3
6
3
6
3
6
3
6
3
0
2
6
2
5
2
5
2
4
2
4
2
4
2
4
2
4
2
1
20
1
2
1
1
3
3
3
7
7
4
4
5
5
4
6
2
7
5
1
5
2
4
5
0
5
6
8
9
2
3
2
6
3
5
4
0
1
5
1
9
2
0
1
8
1
8
4
1
4
9
1
6
1
3
1
4
1
3
3
1
5
3
3
8
2
9
1
8
1
0
3
2
1
Source/Calculation: F.17.1
Year: 2003
Final Report
126
Only Participants with All the Data are Shown
6022
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Changes To Billing Rates That Can Be Made By
Customer/Business Analysts
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
58.6%
1. Changes can be made by
2. Changes can be made by IT staff:
3. Changes are made only by IT
99. Other:
6.9%
27.6%
6.9%
Source/Calculation: F.18.1
Year: 2003
Final Report
127
60032
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Changes To Billing Rates That Can Be Made By
Customer/Business Analysts (Cont.)
Q: Can changes to billing rates be made by customer/ business analysts, or is an IT competency required to support/ modify existing billing rates?
Changes are made and tested by business analysts assigned to the IT organization.
Prices can be changed by billing analysts
Source/Calculation: F.18.99
Year: 2003
Final Report
127.1
60317
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Customer Billing, Collection And Customer Contact Information
Updated Real Time
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
92.0%
1. Customer Contact Information:
2. Collections:
3. Billing Data:
72.0%
60.0%
Source/Calculation: F.19.1
Year: 2003
Final Report
128
60034
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Specific Modules Can Be Removed From Existing Applications
And Be Replaced Without Significant Technical Rework
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
20.7%
1. Yes:
2. No:
79.3%
Source/Calculation: F.20.1
Year: 2003
Final Report
129
60033
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Customer Billing, Collection And Contact Information Available
Across All Customer Access Channels
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
78.6%
1. Yes:
2. No:
21.4%
Source/Calculation: F.21.1
Year: 2003
Final Report
130
60035
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Customer Service Problems, Billing Issues, Slows Regulatory
Response
Created by CIS Systems (Core and Associated Billing Engines)
Q: W hat don't your CIS systems (core and associated billing engines) do that creates customer service problems, billing issues, slows regulatory response, etc.?
Allow customers to choose bill dates, pay on line one time payments
Billing for new products
Complete Mulit-service Funtionality
INTERNET SIGN UP
Its' premise based
Pre Bill Audit for billing issues.
Preferred payment date
Rate Changes require programming rather than updating factors in a RDB
Respond instantly to on-line queries and searches.
Rigidness of the automation
store enough bill images (hisotrical0
Support Multiple Suppliers on one account
Unable to quickly answ er customer questions on billing. Image of bill is not available to customer service rep.
Work Flow - Back office
Source/Calculation: F.22.1
Year: 2003
Final Report
131
100545
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Customer Service Problems, Billing Issues, Slows Regulatory
Response
Created by CIS Systems (Core and Associated Billing Engines)
Q: W hat don't your CIS systems (c ore and assoc iated billing engines) do that c reates c ustomer serv ic e problems, billing issues, slows regulatory response, etc .?
Bill all rates
CIS is not customer-based; premise based limits flexibility
Corrections that take several days to be reflected in systems
Field Orders
Non autocompletion of ALL ToDos
Summary billing (except on a limited basis)
Too many interfaces
Source/Calculation: F.22.2
Year: 2003
Final Report
132
1000006
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Primary Driver of Changes In Your CIS In the Last 2 Years
Q: W hat have been the two main drivers of changes in your CIS in the last 2 years?
automated meter reading
business process improvements & optimization
credit policies
Current systems: non-integrated, outdated, little flexibility
Customer Self Service
Customer service initiatives
Deregulation
Deregulation
Energy Deregulation
Help w ith customer satisfaction in Call Center
Implementation of Mobile Data - Field Order Dispatching System
Industry restructuring.
Making SAP CCS system stable
Managing Customer Expectations
New Billing options (NSB),
New Customer Assistance Program Rates and Regulations
Previous billing system outdated : number of customers
Process improvement, consolidating data, system integration
Rate changes
Reduce Cost
Regulatory / Legal
Regulatory Changes/Challenges
Regulatory Requirement
Regulatory requirements
REGULATORY/LEGAL
Regulatory/Retail Choice Initiatives
Special programs for IURC
Unbundling of gas and electric rates
Source/Calculation: F.23.1
Year: 2003
Final Report
133
1000000
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Secondary Driver of Changes In Your CIS In the Last 2 Years
Q: W hat hav e been the two main driv ers of c hanges in your CIS in the last 2 years?
Account based systems (no integrated view of customer information, not available in real time)
Automatic Billing of Deposits
billing exceptions
Billing Exceptions
Business efficiencies
Business Process Improvement Initiatives
Client Business Process Changes
collections initiatives
Customer Satisfaction
Customer Statisfaction
Improving Customer Service
Increase Customer Service
Integration w ith CRM product from Siebel
Legacy system is obsolete.
Managing Cutomers w ith Cost Efficiency
Managing uncollectible accounts (bad debt)
Payment assistance programs - Universal Service Fund
Process Improvement
PROCESS IMPROVEMENT
Process improvements
Restructuring
WEB Access / Online Billing
Source/Calculation: F.23.2
Year: 2003
Final Report
134
100546
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Primary CIS Initiative Going Forward Over the Next 2 Years
Q: W hat are your main CIS initiatives going forward over the next 2 years?
add new rate schedules,expanded bill messaging, enhancing begin application and obligation processing
Automated meter reading
business process improvements & optimization
Business Process Integration
collections initiatives
Convert CIS data to SAP / CCS
CONVERT TO SAP CCS
CRM
Electronic billing presentment and payment
Eliminate ASP provided Banner system
Integrating w ith Work Mgmt Systems
internet capability
Internet Capability
Managing bad debt
Managing Cutomers w ith Cost Efficiency
Mobile computing/Field automation
Move to contract based system
Moving SBUs to SAP CCS
Operational Cost Reduction
Performing a version upgrade
Reduce Cost
Reduction in the Uncollectible Accounts
Regulartory requirements
Regulatory
Regulatory/Retail Choice Initiatives
remodelling of CIS w orkflow s, (e.g. billing, metering, ...)
Replacement
Stabalization
Source/Calculation: F.24.1
Year: 2003
Final Report
135
1000001
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
Secondary CIS Initiatives Going Forward Over the Next 2 Years
Q: W hat are your main CIS initiativ es going forward ov er the next 2 years?
Adding a full scale test environment
adding value services and product billing
Bill Print Outsourcing
Business Process Improvement Initiatives
Change flexibility
CIS consolidation
consolidation of billing systems
customer contact information
Customer Contact Information
Customer Satisfaction
Customer/Business Process Improvement,
GUI front end
Incorporate Complex-Billing module into Core CIS
Increase Customer Service
Integrating w ith other systems
Integration of customer and geographical data
Payment assistance programs - Universal Service Fund
Portfolio Optimization
Reduce Operational Cost and simplify Business Processes.
Reducing the number of loopholes in the Payment Arrangement area
Replacement of core systems
System Integration
Version Upgrade; Customer Moves Functionality - migrating from 7_6 Regions
Source/Calculation: F.24.2
Year: 2003
Final Report
136
100547
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
CIS Services Contracted
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Percent
39.3%
1. None:
2. Maintenance Of Mainframe
3. Maintenance Of Personal
4. Development Of Mainframe
5. Development Of Personal
6. Phone Support For Computer
7. Entire CIS Function:
99. Other:
28.6%
42.9%
32.1%
21.4%
17.9%
3.6%
10.7%
Source/Calculation: F.27.1
Year: 2003
Final Report
139
445
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Information Systems
CIS Services Contracted (Cont.)
Q: Hav e you c ontrac ted for all or part of these CIS serv ic es?
Mainframe batch data processing
Maintenance contracts w ith softw are vendors
None for existing system, SAP for replacement of core system
Source/Calculation: F.27.99
Year: 2003
Final Report
139.1
8124
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
Internet
(###) Report Viewer Record Number
Pg. 140.
Pg. 141.
Pg. 144.
Pg. 145.
Pg. 146.
Pg. 147.
Pg. 148.
Pg. 148.1.
Pg. 149.
Pg. 149.1.
Pg. 150.
Pg. 151.
Pg. 151.1.
Pg. 152.
Pg. 152.1.
Pg. 153.
Pg. 153.1.
Pg. 154.
Pg. 154.1.
Pg. 155.
Pg. 155.1.
Pg. 156.
Pg. 157.
Pg. 157.1.
Pg. 158.
Pg. 158.1.
Pg. 159.
Pg. 160.
Pg. 161.
Pg. 162.
Pg. 163.
Pg. 164.
Pg. 165.
Pg. 165.1.
Pg. 166.
Pg. 167.
Section Contents
(160) Website Transactions Completed On Your Site (161) Website Transactions Completed On Your Site - Per 100,000 Adjusted Customers
(162) Completed CS Web Transactions That Have Increased the Most - In the Past Year and the Basis for This Increase
(163) Transactions Are Started In Website and Completed Elsewhere - Per 100,000 Customers
(164) Website Transactions - Percent of Transaction Completed on Website or Elsewhere
(165) Customer Transactions That Can Be Fully Completed On the Website (166) Customer Transactions That Can Be Fully Completed On the Website (167) Customer Transactions That Can Be Fully Completed On the Website (Cont.) (168) Automation Level - Connection Between Website and CIS Database - Scale 1 to 5, 5 = Complete Integration
(169) Automation Level (Cont.) - Connection Between Website and CIS Database
(170) Use Signature Authentication Via Website (171) Features Included in Customer Registration Process (172) Features Included in Customer Registration Process (Cont.) (173) Types of Functionality Offered on Website (174) Functionality Offered on Website (Cont.) (175) Website Educational Information (176) Website Educational Information (Cont.) (177) Type of Customer Support/Help Functionality Offered to Customers on Website (178) Customer Support/Help Functionality Offered to Customers on Website (Cont.) (179) Customer Segments Served by Functionality (180) Customer Segments for Which you Provide Functionality (Cont.) (181) Languages Served by Functionality (182) Organizational Location Internet Team is Part Of (183) Organizational Location Internet Team is Part Of (Cont.) (184) Method Used to Manage Your Web Content and Usability Metrics (185) Method Used to Manage Your Web Content and Usability Metrics (Cont.) (186) Editorial Board or Committe (187) Third-Party Review of Website Within the Last 12 Months (188) Internet Group Staffing - FTEs Per 100,000 Adjusted Customers
(189) Charge Internal Clients/Content Owners for Internet/Web Services - Services are charged for individually (By use, Initiative, Access, etc.)
(190) Charge Internal Clients/Content Owners for Internet/Web Services - Services are covered as part of the Corporate Overhead charges (e.g. Corporate Services)
(191) Charge Internal Clients/ Content Owners for Internet/Web Services - Other
(192) Method Used to Measure Your Web Traffic and Website Usability (193) Method Used to Measure Your Web Traffic and Website Usability (Cont.) (194) Standards for Timeliness of Responding to Customer E-mail and Internet Correspondence - Hours to Respond
(195) E-mail Correspondence Received that was Initiated on the Web - Per Adjusted Customer
©2004 PA Consulting Group, All Rights Reserved
XI
2004 CS Final Report - Volume 1
Internet
(###) Report Viewer Record Number
Pg. 168.
Pg. 169.
Section Contents
(196) Most Significant Change or Enhancements Planned - For Services Provided via Website in the Next 2 Years
(197) Second Most Significant Change or Enhancements Planned - For Services Provided via Website in the Next 2 Years
XII
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Website Transactions Completed On Your Site
Percent of Transactions
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
5
3
7
3
8
4
0
1
2
0
5
2
9
4
4
3
1
3
5
2
3
3
3
1
1
4
5
3
5
1
4
9
5
0
2
7
1
2
1
3
4
6
3
8
2
6
2
9
1
8
5
5
7
6
4
1
2
1
0
Accept Customer Payment
Apply For New Service
Report Other Gas, Electric or Water Related Problems
Accept 3rd Party Payments
Transfer Service To New Address
View Bill
Accept Survey Input
Close Account
Home Energy Audit
Allow Purchases of Products
Update Account Information
Link to "Live" CSR or Voice Over ISP
Accept Customer Read Information
Report An Outage
Other
Accept Appointment Requests
Report Energy Theft
1
5
Source/Calculation: G.2.1/(SUM{G.2})
Year: 2003
Final Report
140
Calculation shown is for the first piece of the stacked bar only.
91831
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Website Transactions Completed On Your Site
Per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
26,272
122,290 => 20,883
20,883 => 6,499
6,499 => 1,967
1,967 => 647
Transactions per Adj Customer
140,000
120,000
100,000
80,000
60,000
40,000
20,000
0
2
3
1
1
3
5
4
9
4
5
1
5
3
4
4
3
1
2
7
3
8
1
3
3
1
5
2
3
7
4
0
5
3
3
2
0
9
4
6
1
2
8
2
6
5
0
1
0
2
9
5
5
1
5
6
4
1
2
1
8
Accept Customer Payment
Apply For New Service
Report Other Gas, Electric or Water Related Problems
Accept 3rd Party Payments
Transfer Service To New Address
View Bill
Accept Survey Input
Close Account
Home Energy Audit
Allow Purchases of Products
Update Account Information
Link to "Live" CSR or Voice Over ISP
Accept Customer Read Information
Report An Outage
Other
Accept Appointment Requests
Report Energy Theft
7
Source/Calculation: G.2.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2003
Final Report
141
Calculation shown is for the first piece of the stacked bar only.
50312
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Completed CS Web Transactions That Have Increased the Most
In the Past Year and the Basis for This Increase
Q: W hic h of the c ompleted c ustomer serv ic e web transac tions identified in the prev ious question hav e inc reased the most in the past year? W hat is the basis for this
Applying for new service due to the added functionality for this type of transaction.
Credit Card Payments
Customer convenience, Acceptance of E-Bill, Security of billed direct E-Bill Model
Customer Convenience, acceptance of eBills, Security of biller direct model
Customer payment--increase w as customer driven
Customer Payments. Basis - through advertising.
Customer promotion, applying for new service and closing accounts
ebill
ebill
e-billing, because it has been promoted
GROWTH OF ONLINE BILLING
Home Energy Audit Grow ing interest in low ering bills & efficiency
Most transactions have doubled including the tw o highest transaction bill inquiry and internet payments. Increasing the highest percent (10X) w as email address
updates. People are veiw ing this as a viable channel to conduct business.
Number 2 - New offering
On line Billing.
Online Payments - Customers have become more interested in the convenience of being able to pay online.
On's, Off's and e-mails increased most
Sign up for direct pay (auto w ithdraw al from bank account) due to increased customer education
The on-line survey 0 to 12,226. This is because the survey started in October 2003.
view and pay bill
View Bill - w e added a view bill image option in December 2002
View Bill; Update customer information
Source/Calculation: G.3.1
Year: 2003
Final Report
144
100551
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Transactions Are Started In Website and Completed Elsewhere
Per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
943.4
0.0 <= 328.2
328.2 <= 814.8
814.8 <= 1580.6
1580.6 <= 2082.0
Transactions Per 100K Customers
2500.0
2000.0
1
2
7
2
.
4
1500.0
1000.0
3
2
8
.
2
500.0
0
.
0
0
.
0
0
.
0
2
2
.
8
2
3
4
3
5
5
0
5
1
2
.
6
6
4
8
.
1
6
8
0
.
2
8
1
4
.
8
8
1
6
.
8
1
2
4
4
1
3
2
4
.
1
1
5
8
0
.
6
1
9
1
4
.
0
1
9
6
1
.
4
2
0
8
0
.
6
2
0
8
2
.
0
5
5
2
7
0.0
1
1
3
7
1
3
5
8
6
3
3
7
4
6
2
9
2
3
9
1
0
1
5
1
8
1
2
6
5
3
3
1
3
8
4
0
4
1
4
9
5
1
5
2
2
0
Source/Calculation: G.4.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2003
Final Report
145
6023
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Website Transactions
Percent of Transaction Completed on Website or Elsewhere
Percent
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
4
9
3
8
2
6
4
0
4
9
3
1
1
3
5
3
2
3
5
1
2
0
5
2
5
3
1
1
Completed on Website
5
0
4
4
1
3
3
7
2
7
5
1
2
3
3
4
6
8
6
7
5
5
1
0
4
1
2
1
5
2
9
1
8
Completed Elsew here
Source/Calculation: SUM{G.2}/(SUM{G.2}+G.4.1)
Year: 2003
Final Report
146
Calculation shown is for the first piece of the stacked bar only.
50382
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Customer Transactions That Can Be Fully Completed On the
Website
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Percent
52.0%
1. Accept Customer Payment - Debit
2. Accept Customer Payment 3. Accept 3rd Party Payments:
4. Accept Survey Input:
5. Accept E-mails:
6. Allow Purchases Of Products:
7. Accept Customer Read
8. Accept Appointment Requests:
9. Apply For New Service:
10. Transfer Service To New
52.0%
44.0%
44.0%
92.0%
28.0%
28.0%
12.0%
36.0%
36.0%
Source/Calculation: G.5.1
Year: 2003
Final Report
147
50010
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Customer Transactions That Can Be Fully Completed On the
Website
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Percent
44.0%
11. Close Account:
12. Update Account Information:
13. Report An Outage:
14. Report Energy Theft:
15. Report Other Gas, Electric or
16. View Bill:
17. Home Energy Audit:
18. Link to "Live" CSR or Voice Over
19. Report Street Light
99. Other:
52.0%
28.0%
4.0%
24.0%
80.0%
48.0%
0.0%
32.0%
40.0%
Source/Calculation: G.5.11
Year: 2003
Final Report
148
50011
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Customer Transactions That Can Be Fully Completed On the
Website (Cont.)
Q: W hic h of the following c ustomer transac tions c an be fully c ompleted (e.g. are automated to c omplete) on your website?
accept payment by ACH
Account Access
Budget program enrollment
Customers can: pay online as debit to checking account, enroll & maintain automatic payment program, enroll in budget billing program, enroll in e-mail bill program,
veiw last 24 months of payments, credits, and debits.
Enroll on E-bill and pay their bill via E-bill
Many of the above functions generate email for manual fulfillment
Payment Extension, deplicate bill, seasonal rate, set up EFT payments
Payment Extention, Duplicate Bill, Seasonal Rate, Set up automatic draft, set up agency pledges
Sign up for direct pay
THRU A 3RD PARTY LINK
Source/Calculation: G.5.99
Year: 2003
Final Report
148.1
60319
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Automation Level - Connection Between Website and CIS
Database
Scale 1 to 5, 5 = Complete Integration
Question
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3
1. Accept Customer Payment - Debit Cards:
5
-
-
5 1
-
3
-
5
-
4 1
-
-
-
-
5 5 1
-
4
-
5
-
-
-
-
-
5 5 1 5
-
5
2. Accept Customer Payment - Credit Cards:
5
-
-
5 1
-
3
-
5
-
4 1
-
-
-
5 5 5 1
-
3
-
-
5
-
-
-
-
-
5 1 5
-
5
3. Accept 3rd Party Payments:
5
-
5 1 1
-
3
-
5
-
4 1
-
-
-
-
1 1 1
-
0 5
-
-
-
3
-
5
-
-
1
-
-
-
4. Accept Survey Input:
0
-
-
5 1
-
-
-
1
-
4 3
-
-
-
5 5 1 1
-
-
5 5
-
-
-
-
5
-
1
-
1 1
-
5. Accept E-mails:
5
-
-
5 1
-
5
-
3
-
3 3 1
-
-
5 5 2 1
-
5 3 3 3
-
-
-
5 1 3
-
3 1 3
6. Allow Purchases Of Products:
0
-
-
4 1
-
-
-
-
-
3 2
-
-
-
-
4 1 1
-
0 3
-
-
-
-
-
-
-
-
-
1
7. Accept Customer Read Information:
0
-
-
1 1
-
-
-
-
-
-
1 1
-
-
-
1 1 1
-
0 5
-
3
-
-
-
1 5 5 1 5
-
4
8. Accept Appointment Requests:
0
-
-
5 1
-
-
-
5
-
-
1
-
-
-
-
5 1 1
-
-
5 5
-
-
-
-
1
-
-
-
9. Apply For New Service:
0
-
1 4 1
-
-
-
5
-
-
2 5
-
-
-
4 1 1
-
3 5 4 3
-
-
-
1 1 3 1 3
-
1
10. Transfer Service To New Address:
0
-
1 4 1
-
-
-
5
-
-
2 5
-
-
-
4 1 1
-
3 5 5 3
-
-
-
1 1 3 1 3
-
2
11. Close Account:
0
-
1 4 1
-
-
-
5
-
-
2 5
-
-
-
4 1 1
-
3 5 5
-
-
-
-
1 1 3
3
-
2
12. Update Account Information:
0
-
1 5 1
-
-
-
5
-
-
2 5
-
-
-
5 1 1
-
3 4 5
-
-
-
-
1
-
5 5 5
-
3
13. Report An Outage:
0
-
-
3 1
-
-
-
5
-
2 2
-
-
-
-
3 1 1
-
2 2 5 5
-
4
-
1
-
-
1
-
-
-
14. Report Energy Theft:
0
-
-
1 1
-
-
-
-
-
-
1
-
-
-
-
1 1 1
-
2 1
-
-
-
-
-
1
-
-
1
-
-
-
15. Report Other Gas, Electric or Water Related
Problems:
0
-
-
1 1
-
-
-
-
-
-
2
-
-
-
-
1 1 1
-
0 1 4
-
-
2
-
-
-
-
1
-
-
-
16. View Bill:
5
-
5 4 1
-
5
-
5
-
5 1 5
-
-
5 4 1 5
-
5 5 5 5
-
5
-
5
-
5 5 5
-
5
17. Home Energy Audit:
5
-
-
5 1
-
-
-
-
-
-
3
-
-
-
-
5 1
-
-
5
-
5 3
-
-
-
5
-
-
1 5
18. Link to "Live" CSR or Voice Over ISP:
0
-
-
1 1
-
-
-
-
-
-
1
-
-
-
-
1 1
-
-
0
-
-
-
-
-
-
-
-
19. Report Street Light Problems/Outage:
0
-
-
4 1
-
-
-
5
-
-
2 1
-
-
-
4 1 1
-
2
-
3 5
-
-
-
1
-
99. Other:
-
-
-
5 1
-
-
-
-
-
-
-
-
-
-
5
-
-
-
5
-
2
-
5
-
5
-
5
-
-
-
-
-
-
-
-
-
-
-
-
-
1
-
1
-
-
-
-
-
-
Source/Calculation: G.6.1
Year: 2003
Final Report
149
50177
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Automation Level (Cont.)
Connection Between Website and CIS Database
Q: W hat is the automation level - connection between website and CIS database?
1
Account Access
Auto w ithdraw al from bank account
Customers can: pay online as debit to checking account=5, enroll & maintain automatic payment program=5, enroll in budget bill program=5, enroll or discontinue in
e-mail bill program=5, view last 24 month's of payments, credits, and debits=5
E-bill view and pay
Payment extension, duplicate bill, seasonal rate, draft signup, builder w eb, rental property managers w eb, storm center, low er my bill toolkit
Payment Extension, request duplicate bill, seasonal rate, EFT signup, builders', storm information/updates, low er my bill toolkit, rental property managers w ebiste
VERIFY ACCOUNT STATUS
Source/Calculation: G.6.99
Year: 2003
Final Report
149.1
6095
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Use Signature Authentication Via Website
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Percent
17.9%
1. Yes:
2. No:
82.1%
Source/Calculation: G.7.1
Year: 2003
Final Report
150
6047
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Features Included in Customer Registration Process
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Percent
1. ID/Passw ord Authentication:
91.3%
2. Customer Can Set-up a User
Profile including Address, E-mail,
etc.:
78.3%
3. Customer is Provided Process
for Passw ord/User Name
Retrieval On-line:
69.6%
4. Customer Can Update User
Profile Securely and On-line As
Needed:
73.9%
5. Customer Can Identify
Billing/Presentment Preferences:
34.8%
6. Customer Can Identify
Informational/Service or Product
Notification Desires:
30.4%
99. Other:
13.0%
Source/Calculation: G.8.1
Year: 2003
Final Report
151
100552
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Features Included in Customer Registration Process (Cont.)
Q: If you hav e a c ustomer registration proc ess, what features does it inc lude?
account number, zip code and pin
account number, zip code, pin
Customer can recieve e-mail of new bill issued.
Source/Calculation: G.8.99
Year: 2003
Final Report
151.1
100561
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Types of Functionality Offered on Website
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
1. Personalization:
Percent
20.0%
2. Customer Segmentation
Portals (Res, Comm'l, Regulators,
Language, etc.):
52.0%
3. Single Sign-in for
Authentication to Use Multiple
Applications:
44.0%
4. Advanced Search Features:
36.0%
5. Job Search and Application
Submission:
84.0%
6. Pricing Plan Calculators:
20.0%
7. Self-Service
Know ledge-Based Tools:
40.0%
99. Other:
16.0%
Source/Calculation: G.9.1
Year: 2003
Final Report
152
100553
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Functionality Offered on Website (Cont.)
Q: W hat types of functionality do you offer on your website?
Business segmentation, builder/developers, rental property managers
Business, rental property managers, builder/developer
E-BILL ( BILL LOOK-UP AND PAYMENT THRU 3RD PARTY AGENCY
Streetlight outage reporting; paystation lookup; and field w ork and projects look up.
Source/Calculation: G.9.99
Year: 2003
Final Report
152.1
100562
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Website Educational Information
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Percent
0.0%
1. No Educational Information:
2. Safety:
3. Outage Handling:
4. Deregulation Issues:
5. Alternative Fuels Transportation:
6. Energy Theft Aw areness:
7. Energy Efficiency/Conservation:
8. General Pow er Education:
9. Kid Oriented Site:
99. Other:
90.0%
86.7%
60.0%
66.7%
23.3%
93.3%
66.7%
60.0%
30.0%
Source/Calculation: G.10.1
Year: 2003
Final Report
153
2725
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Website Educational Information (Cont.)
Q: W hat types of educ ational information are listed on your site?
Electric tariffs
How to Get Converted
Lightning surges, nuclear pow er plants
Lightning, surges, nuclear pow er information
Payment assistance; How to read your meter; How to read your bill; average monthly billing information
Policies and procedures
senior page
senior page
Tariff Information
Source/Calculation: G.10.99
Year: 2003
Final Report
153.1
8169
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Type of Customer Support/Help Functionality Offered to
Customers on Website
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
1. "Web-Chat" Capability (E.G. Live Chat With
Your Company's Representative Via Chat
Room or IM/ Messaging Function):
2. Posting of Frequently Asked Questions
(FAQs):
3. Interactive Tutorials (eg. "How To" Using
Interactive Media or Instructions):
4. Posting of Instructions or Forms For
Customers To View /Print:
5. Calculators For Pricing Plans/ Rate
Application:
6. Help Function (eg. Email Questions/ Issues
To A Specific, Designated Help Desk Function):
99. Other:
Source/Calculation: G.11.1
Year: 2003
Final Report
154
100555
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Customer Support/Help Functionality Offered to Customers on
Website (Cont.)
Q: W hat type of customer support/ help functionality do you offer customers on your website?
Energy usage calculator
Forms for certain functions that end up being an e-mail that go to a designated back desk
Low er my bill toolkit, Spanish team access
Low er my bill toolkit, Spanish team access
Source/Calculation: G.11.99
Year: 2003
Final Report
154.1
100563
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Customer Segments Served by Functionality
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
100.0%
1. Residential:
2. Commercial and Industrial (C&I):
3. Key Accounts:
4. Regulators:
5. Foreign Language:
6. 3rd Parties:
99. Other:
96.2%
34.6%
3.8%
26.9%
15.4%
19.2%
Source/Calculation: G.12.1
Year: 2003
Final Report
155
100554
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Customer Segments for Which you Provide Functionality (Cont.)
Q: If you prov ide func tionality by c ustomer segment, whic h segments are serv ed?
Contractor
Electricians, contractors and energy suppliers
Investors
Small Business, Rental Property Managers, Builder/Developers
Small Business, Rental Property Managers, Builder/Developers
Source/Calculation: G.12.99
Year: 2003
Final Report
155.1
100564
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Languages Served by Functionality
Q: If you provide functionality for foreign languages, which languages are served?
11 Official languages
English only
Spanish
Spanish
Spanish
Spanish
Spanish
Spanish
Spanish
SPANISH
Spanish
Spanish, Chinese, Korean
Source/Calculation: G.13.1
Year: 2003
Final Report
156
1000197
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Organizational Location Internet Team is Part Of
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
51.7%
1. Information Technology:
2. Public Relations:
3. Customer Service:
4. Operations:
99. Other:
31.0%
75.9%
10.3%
13.8%
Source/Calculation: G.14.1
Year: 2003
Final Report
157
100556
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Organizational Location Internet Team is Part Of (Cont.)
Q: W hic h organizational loc ation is your internet team a part of?
& Marketing
Corporate marketing
Maintenance and hosting provided by outsourcer. Contract is managed by a group w ithin utility
Marketing
Marketing
Source/Calculation: G.14.99
Year: 2003
Final Report
157.1
100565
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Method Used to Manage Your Web Content and Usability Metrics
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
46.7%
1. Content Management Tracking
2. Department Manages All Content:
3. Content Ow ners Post Their Ow n
4. Outsource Web Development
99. Other:
53.3%
36.7%
13.3%
13.3%
Source/Calculation: G.15.1
Year: 2003
Final Report
158
100557
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Method Used to Manage Your Web Content and Usability Metrics
(Cont.)
Q: How do you manage your web content and usability metrics?
Centralized in our Corporate Communications business unit
IT Group
Marketing Manages content
Tried a committee to gain consensus, effort abandoned, w eb site basically unchanged for several years
Source/Calculation: G.15.99
Year: 2003
Final Report
158.1
100566
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Editorial Board or Committe
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
58.6%
1. Yes:
2. No:
41.4%
Source/Calculation: G.16.1
Year: 2003
Final Report
159
100558
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Third-Party Review of Website Within the Last 12 Months
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
44.8%
1. Yes:
2. No:
55.2%
Source/Calculation: G.17.1
Year: 2003
Final Report
160
100559
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Internet Group Staffing
FTEs Per 100,000 Adjusted Customers
FTEs Per 100,000 Adj. Customers
1.00
0.90
0.80
0.70
0.60
0.50
0.40
0.30
0.20
0.10
0.00
9
2
6
1
3
2
7
6
4
4
5
2
5
5
4
6
2
0
3
5
3
Full-Time FTEs
5
3
8
1
2
5
0
3
1
Part-Time FTEs
4
9
2
3
4
0
4
5
1
Contractors
3
7
3
3
1
1
1
0
2
9
5
3
8
1
5
4
1
1
2
1
8
7
Other
Source/Calculation: G.18.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2003
Final Report
161
Calculation shown is for the first piece of the stacked bar only.
100569
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Charge Internal Clients/Content Owners for Internet/Web
Services
Services are charged for individually (By use, Initiative, Access, etc.)
Q: Do you c harge internal c lients/ c ontent owners for internet/ web serv ic es or are c osts c ov ered under c orporate serv ic es? Please desc ribe your polic y in the appropriate
Based on estimated volumes
BY THE HOUR AND ACTUAL HW COST
Charged for individual use
Development is charged to projects ow ned by sponsors
Development is charged to projects ow ned by sponsors
Initiative
Large additions, changes to structure of site are charged to individual departments based on time and materials basis by outsourcer
no
Projects Capital or over 80 hours
Work is prioritized w ithin budgeted amount
Work is prioritized w ithin budgeted limits
Source/Calculation: G.19.1
Year: 2003
Final Report
162
100570
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Charge Internal Clients/Content Owners for Internet/Web
Services
Services are covered as part of the Corporate Overhead charges (e.g. Corporate Services)
Q: Do you c harge internal c lients/ c ontent owners for internet/ web serv ic es or are c osts c ov ered under c orporate services? Please describe your policy in the appropriate
2 FTE w ages then allociated betw een utility and non utility w ork.
Allocated @ the Duke Pow er Level
Content management is overhead. IT maintenance is overhead. All other IT is charged as extra.
Corporate Communication
Corporate Services
General Costs Maintenance, Support up to 80 hours
Internal allocation of costs.
Maintenance of secure sites is paid by Marketing; Non-secure is paid by Corp.
Regular maintenace such as ensuring recent information is provided, is part of regular fees covered by a central budget and charged by outsourcer
Services are not billed back to the internal customer.
yes
Yes, services are allocated.
Source/Calculation: G.19.2
Year: 2003
Final Report
163
100910
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Charge Internal Clients/ Content Owners for Internet/Web
Services
Other
Q: Do you c harge internal c lients/ c ontent owners for internet/ web serv ic es or are c osts c ov ered under c orporate serv ic es? Please desc ribe your polic y in the appropriate
Communications
Costs are budgeted and managed w ithin IT. Work is prioritized by Business w ithin Budget constraints.
Depends on project scope
Direct and business unit allocation
e-Business
Hire a Consultant for individual departmental requirements
Operations covers most client services. Exceptions include specifically-funded projects, such as rebate programs.
Source/Calculation: G.19.3
Year: 2003
Final Report
164
100911
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Method Used to Measure Your Web Traffic and Website Usability
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
85.7%
1. Website Tracking Tool:
2. Website Analysis Tool:
3. Focus Groups:
4. User Testing:
5. Paper Prototyping:
99. Other:
39.3%
35.7%
28.6%
10.7%
28.6%
Source/Calculation: G.20.1
Year: 2003
Final Report
165
100560
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Method Used to Measure Your Web Traffic and Website Usability
(Cont.)
Q: How do you measure your web traffic and website usability?
Customer Surveys
Independent Usability Studies, Customer Feedback Online
Independent usability studies, direct customer feedback online
Manual based on fulfillment
Monitoring w eb logs for errors
Survey
Surveys
ZOnline useability Surveys
Source/Calculation: G.20.99
Year: 2003
Final Report
165.1
100568
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Standards for Timeliness of Responding to Customer E-mail and
Internet Correspondence
Hours to Respond
Question
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
1. Email - Acknow ledgement To
Customer:
-
-
2
4 2
0 0
1
4
8 3
-
-
3
4 1
1
8 6
-
1 0 1 0
-
2 4
2 4 4
0
4 8
4 8 8
2. Email - Completion Of
Transaction:
-
-
2 2 4 4 2 3
8
4 4 8 8 3 2
-
1 4 1 4
2 8 6 8
-
2 2 7 7
4 4 2 2
-
-
-
-
3. Internet - Acknow ledgement
To Customer:
-
-
0 0 0
4
8 1 8
8
-
0 0 0
-
-
1 0 1
2
4
-
2 2
2
0
4 4
4
4. Internet - Completion Of
Transaction:
-
-
2
4 4 2 3
0
8
4
8 8 3 2
-
1
4 1
8 6
-
-
2
7 2
0
4
2 4
-
-
2
0
4
4 2
8 4
-
Av erage
-
-
1 0 1 0 0 0
-
14
7
2
-
-
2 2 2 2 2 3
4 4 4 4 4 6
-
34
-
4
8
-
0 1
-
1
-
-
0
-
9
-
7
2
-
2 2
4 4
-
2
4
-
-
3 4
6 8
28
Source/Calculation: G.21.1
Year: 2003
Final Report
166
60041
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
E-mail Correspondence Received that was Initiated on the Web
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.015
0.058 => 0.020
0.020 => 0.012
0.012 => 0.008
0.008 => 0.000
Email Per Adj. Customer
0.060
0
.
0
5
8
0
.
0
4
6
0.050
0.040
0
.
0
2
9
0.030
0
.
0
2
1
0
.
0
2
1
0
.
0
2
0
0.020
0
.
0
2
0
0
.
0
1
8
0
.
0
1
8
0
.
0
1
5
0
.
0
1
3
0
.
0
1
2
0
.
0
1
2
0
.
0
1
1
0
.
0
1
1
0.010
0
.
0
1
0
0
.
0
0
8
0
.
0
0
8
0
.
0
0
8
0
.
0
0
7
0
.
0
0
5
0
.
0
0
2
0
.
0
0
1
0
.
0
0
0
0
.
0
0
0
9
5
0
0.000
2
3
4
9
4
5
3
5
5
5
1
2
0
2
7
1
2
5
2
8
3
3
4
4
4
6
3
5
1
5
1
1
6
3
8
2
6
7
5
1
3
4
1
4
0
3
7
3
1
2
9
1
8
1
0
3
2
1
Source/Calculation: G.22.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
167
Only Participants with All the Data are Shown
50288
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Most Significant Change or Enhancements Planned
For Services Provided via Website in the Next 2 Years
Q: W hat are the top two most signific ant c hanges or enhanc ements planned for serv ic es prov ided v ia your website in the next 2 years?
.net enablement & Web Services
Account Information
ACH payments
Add- budget and payment plan processing to the w ebsite,
automated energy consumption tools
automated online purchases
Back End Intergration
Bill pay
Electronic bill presentment
Electronic Bill Presentment and Payment
Installing Content Management System
Landlord-tenant services
None
OMS system status and outage reporting
ONLINE BILLING ENHANCEMENTS
Online outage reporting
Online outage reporting
Revamp of the w ebsite - simple and quick access to services
Secure w ebsite for apartment property managers
sign on portals
sign on portals
Single point of entry for all customers, regardless of transaction type
Site redesign
Site re-design
Total redesign by the end of 2005
Turn off paper bill for customers enrolled in online billing
Source/Calculation: G.23.1
Year: 2003
Final Report
168
9044
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Internet
Second Most Significant Change or Enhancements Planned
For Services Provided via Website in the Next 2 Years
Q: W hat are the top two most signific ant c hanges or enhanc ements planned for serv ic es prov ided v ia your website in the next 2 years?
Automation of service forms (tuon, toff, etc.)
Better tracking of customer service transactions
connects/ disconnects
connects/ disconnects
Contractor request for new service installation
Credit Card Payments
Customer Intergration
Electronic bill payment
Electronic Billing / Online Account Access
Enhance service offers based on customers segmentation
Implementation of "customer self-serve" functions.
Online Bill presentment & Payment
ONLINE CUSTOMER SERVICE
Outage notification and status updates
Self-service features.
Spanish Web
Spanish Web
Start/Stop Service
Start/stop/transfer service online
Storm response - ETOR's for C&I customers on the WEB
View bill
Source/Calculation: G.23.2
Year: 2003
Final Report
169
6121
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
CS Staffing
(###) Report Viewer Record Number
Pg. 170.
Pg. 171.
Pg. 172.
Pg. 173.
Pg. 174.
Pg. 175.
Pg. 176.
Pg. 177.
Pg. 178.
Pg. 179.
Pg. 179.1.
Pg. 180.
Pg. 181.
Pg. 182.
Pg. 183.
Pg. 184.
Pg. 185.
Pg. 186.
Pg. 187.
Pg. 188.
Pg. 189.
Pg. 190.
Pg. 191.
Pg. 192.
Pg. 193.
Pg. 194.
Pg. 195.
Pg. 196.
Pg. 197.
Pg. 198.
Pg. 199.
Pg. 200.
Pg. 201.
Pg. 202.
Pg. 203.
Pg. 204.
Section Contents
(200) Company Customer Service Staffing - FTEs per 100,000 Customers
(201) Company and Contractor Customer Service Staffing - FTEs Per 100,000 Customers
(202) Company FTEs per 100,000 Adjusted Customers - By Process
(203) Company FTEs per 100,000 Customers - By Process
(204) Company and Contract FTEs per 100,000 Adjusted Customers - By Process
(205) Company and Contract FTEs per 100,000 Customers - By Process
(206) Union Representation - Percent of Customer Service Staff with Union Representation
(207) Union Representation (Cont.) - Percent of Customer Service Staff with Union Representation
(208) Number of Business Call Center Phone Answering Employees - Percent of FTEs
(209) Number of Credit Call Center Phone Answering Employees - Percent of FTEs
(210) Number of Credit Call Center Phone Answering Employees (Cont.) (211) Call Center Staffing Composition - Phone Answering Employees
(212) Percent of Part-Time FTEs in Regular Call Center (213) Number of Business Call Center Phone Answering Employees - Percent of Employees
(214) Number of Credit Call Center Phone Answering Employees - Percent of Employees
(215) Number of Call Center Phone Answering Employees People Not FTEs) - Per 100,000 Customers
(216) Percent of Electric Meter Service Employees That Are Full-Time vs. Part-Time (217) Call Center Representatives Pay Rate - Average Hourly Rate
(218) CIS Maintenance Staff Pay Rate - Average Hourly Rate
(219) Meter Shop Representatives Pay Rate - Average Hourly Rate
(220) Local Office Representatives Pay Rate - Average Hourly Rate
(221) Field Service Representative Pay Rate - Average Hourly Rate
(222) Field Service Dispatcher Pay Rate - Average Hourly Rate
(223) Meter Reader Pay Rate - Average Hourly Rate
(224) Payment Processing Clerks Pay Rate - Average Hourly Rate
(225) Billing Clerks Pay Rate - Average Hourly Rate
(226) Credit & Collections Office Staff Pay Rate - Average Hourly Rate
(227) Credit & Collections Field Staff Pay Rate - Average Hourly Rate
(228) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - Call Center Representatives
(229) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - CIS Maintenance Staff
(230) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - Meter Shop Representatives
(231) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - Local Office Representatives
(232) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - Field Service Representatives
(233) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - Field Service Dispatchers
(234) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - Meter Readers
(235) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - Payment Processing Clerks
©2004 PA Consulting Group, All Rights Reserved
XIII
2004 CS Final Report - Volume 1
CS Staffing
(###) Report Viewer Record Number
Pg. 205.
Pg. 206.
Pg. 207.
Pg. 208.
Pg. 209.
Pg. 209.1.
Section Contents
(236) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - Billing Clerks
(237) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - Credit & Collections Office Staff
(238) Average Entry-Level Hourly Rate (Excluding Overtime and Benefits) - Credit & Collections Field Staff
(239) Number of Full-Time Equivalent Employees Acquired Through Overtime (240) Functions Handled By Call Center Support Staff (241) Functions Handled By Call Center Support Staff (Cont.) -
XIV
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Company Customer Service Staffing
FTEs per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
45.510
18.555 <= 35.629
35.629 <= 41.553
41.553 <= 55.470
55.470 <= 87.679
FTEs per 100K Customers
90.000
80.000
70.000
60.000
50.000
40.000
30.000
20.000
1
8
.
5
5
5
2
6
.
0
3
9
2
9
.
9
7
0
3
1
.
5
2
4
3
2
.
6
6
3
3
3
.
0
9
7
3
3
.
9
4
4
2
6
7
1
1
3
5
.
6
2
9
3
6
.
0
1
3
3
6
.
2
4
5
3
6
.
7
3
9
3
7
.
7
5
5
3
7
.
8
3
0
4
1
1
3
4
2
7
9
5
5
3
9
.
4
1
9
4
1
.
5
5
3
4
3
.
2
6
1
4
9
.
2
5
8
4
9
.
8
4
9
5
0
.
1
7
9
4
4
3
3
8
5
1
.
9
7
8
5
3
.
7
7
4
5
5
.
4
7
0
5
6
.
2
3
2
5
7
.
0
1
8
4
0
5
2
5
3
5
8
.
8
2
4
6
0
.
8
9
5
7
6
.
2
5
5
8
7
.
6
7
9
4
6
3
3
6
2
.
1
3
9
10.000
0.000
1
2
2
0
4
9
1
3
5
2
3
3
7
5
6
1
5
5
1
5
0
3
1
2
9
1
8
8
2
Source/Calculation: (SUM{H.2}+SUM{H.4}+SUM{H.6}+SUM{H.8}+SUM{H.10}+SUM{H.12}+SUM{H.14}+SUM{H.16}+SUM{H.18})/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+S
UM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2003
Final Report
170
1828
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Company and Contractor Customer Service Staffing
FTEs Per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
50.37
18.55 <= 39.29
39.29 <= 51.47
51.47 <= 58.94
58.94 <= 106.08
FTEs Per 100K Customers
120.00
1
0
6
.
0
8
100.00
80.00
60.00
40.00
20.00
1
8
.
5
5
2
7
.
6
5
3
0
.
3
7
3
3
.
9
4
3
4
.
2
5
1
1
1
3
6
.
4
0
3
8
.
1
7
3
9
.
2
9
3
9
.
6
8
7
1
3
3
5
4
1
.
2
4
4
1
.
5
5
4
2
.
1
9
9
2
3
5
5
4
6
.
1
0
5
0
.
2
0
5
1
.
4
7
5
2
.
8
6
3
2
6
3
8
5
4
.
5
0
5
5
.
1
0
5
5
.
1
1
5
5
.
4
4
5
5
.
8
6
4
4
5
3
7
6
4
0
5
8
.
9
4
5
9
.
4
7
6
1
.
0
0
6
1
.
6
4
6
2
.
1
3
5
3
5
2
1
5
2
7
5
1
7
3
.
0
7
7
8
.
4
8
0.00
1
2
2
0
4
9
4
4
1
5
0
4
6
3
3
3
1
2
9
1
8
8
2
Source/Calculation: (SUM{H.2}+SUM{H.3}+SUM{H.4}+SUM{H.5}+SUM{H.6}+SUM{H.7}+SUM{H.8}+SUM{H.9}+SUM{H.10}+SUM{H.11}+SUM{H.12}+SUM{H.13}+SUM{H.14}+SU
Year: 2003
M{H.15}+SUM{H.16}+SUM{H.17}+SUM{H.20}+SUM{H.21}+SUM{H.18}+SUM{H.19})/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SU
M{A.9})/100000)
Final Report
171
5536
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Company FTEs per 100,000 Adjusted Customers
By Process
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
42.2
11.1 <= 34.9
34.9 <= 39.4
39.4 <= 51.6
51.6 <= 68.0
FTEs per 100k Customer
70.0
60.0
50.0
40.0
30.0
20.0
10.0
0.0
1
2
1
2
0
2
6
4
9
3
8
1
1
7
6
4
1
4
5
2
5
5
1
3
2
7
3
5
9
2
3
5
3
7
3
4
4
4
0
5
3
Call Center
Billing
Energy Theft & Revenue Protection
Metering
Payment Services
Consumer Affairs
Field Service
Credit & Collections
Account Management
4
6
1
5
5
1
5
0
3
3
2
9
8
2
1
8
3
1
CIS
Source/Calculation: (SUM{H.2})/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2003
Final Report
172
Calculation shown is for the first piece of the stacked bar only.
50323
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Company FTEs per 100,000 Customers
By Process
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
46.6
18.6 <= 35.6
35.6 <= 41.6
41.6 <= 55.5
55.5 <= 87.7
FTEs per 100k Customer
90.0
80.0
70.0
60.0
50.0
40.0
30.0
20.0
10.0
0.0
1
2
2
0
4
9
1
1
1
7
2
6
4
1
4
5
5
1
3
2
7
3
5
9
2
3
3
7
3
3
8
4
4
5
6
4
0
5
2
5
3
Call Center
Billing
Energy Theft/Revenue Protection
Metering Activities
Payment Services
Consumer Affairs
Field Service
Credit & Collections
Account Management
1
5
5
1
5
0
4
6
3
3
2
9
8
2
1
8
3
1
CIS
Source/Calculation: (SUM{H.2})/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2003
Final Report
173
Calculation shown is for the first piece of the stacked bar only.
9210
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Company and Contract FTEs per 100,000 Adjusted Customers
By Process
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
45.6
11.1 <= 36.4
36.4 <= 41.6
41.6 <= 55.9
55.9 <= 82.3
FTEs per Adjusted Customer
90.0
80.0
70.0
60.0
50.0
40.0
30.0
20.0
10.0
0.0
1
2
1
2
0
4
9
1
1
3
8
6
4
5
2
7
1
3
3
5
2
6
9
2
3
5
5
4
1
5
3
4
4
3
7
4
0
5
3
4
6
1
5
2
7
5
1
5
0
3
3
2
9
8
Company Call Center
Company Consumer Affairs
Contract Payment Services
Company Field Activities
Company Account Management
Contract Credit & Collections
Company Metering Activites
Company CIS
Contract Energy Theft & Revenue Protection
Company Billing
Contract Call Center
Contract Consumer Affairs
Company Payment Services
Contract Metering Activities
Contract Account Management
Company Credit & Collections
Contract Field Activities
Contract CIS
Company Energy Theft & Revenue Protection
Contract Billing
2
1
8
3
1
Source/Calculation: (SUM{H.2})/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100000)
Year: 2003
Final Report
174
Calculation shown is for the first piece of the stacked bar only.
50394
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Company and Contract FTEs per 100,000 Customers
By Process
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
50.4
18.6 <= 39.3
39.3 <= 51.5
51.5 <= 58.9
58.9 <= 106.1
FTEs per Customer
120.0
100.0
80.0
60.0
40.0
20.0
0.0
1
2
2
0
4
9
1
1
1
4
7
1
3
3
5
9
2
3
5
5
4
1
3
2
6
3
8
4
4
5
3
7
6
4
0
5
3
5
2
1
5
2
7
5
1
5
0
4
6
3
3
2
9
8
Company Call Center
Company Consumer Affairs
Contract Payment Services
Company Field Activities
Company Account Management
Contract Credit & Collections
Company Metering Activites
Company CIS
Contract Energy Theft & Revenue Protection
Company Billing
Contract Call Center
Contract Consumer Affairs
Company Payment Services
Contract Metering Activities
Contract Account Management
Company Credit & Collections
Contract Field Activities
Contract CIS
Company Energy Theft & Revenue Protection
Contract Billing
2
1
8
3
1
Source/Calculation: (SUM{H.2})/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2003
Final Report
175
Calculation shown is for the first piece of the stacked bar only.
9209
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Union Representation
Percent of Customer Service Staff with Union Representation
Question
1. Customer Service
2. Field Service Representatives:
3. Field Service Dispatchers:
4. Meter Readers:
5. Bill Clerks:
6. Payment Processing Clerks:
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
1
1
1
1
0
1
4
-
-
0
0
0
0
0
0
-
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
-
1
1
0
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
-
-
1
1
1
1
1
1
1
1
-
0
0
0
0
0
0
0
9
0
0
0
-
-
1
5
3
0
0
0
0
0
9
1
7
-
0
9
1
1
-
1
3
1
1
0
1
0
1
0
0
1
1
1
1
1
1
0
1
0
1
0
0
1
1
1
1
1
1
1
1
9
1
1
0
1
1
1
1
9
1
1
1
1
1
1
1
0
0
0
0
0
0
Av erage
65%
86%
65%
78%
62%
61%
Source/Calculation: H.25.1
Year: 2003
Final Report
176
455
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Union Representation (Cont.)
Percent of Customer Service Staff with Union Representation
Question
7. Local Office/Pay Station Reps:
8. Credit And Collections (Office
9. Credit And Collections (Field
10. Energy Theft Reps:
11. CIS Technicians:
12. Meter Shop Reps:
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
0
0
0
0
1
1
-
-
0
0
0
0
0
0
-
4
0
0
0
0
1
1
1
1
1
0
1
1
1
1
1
0
1
-
1
1
1
0
1
0
1
1
1
0
1
1
1
1
1
1
1
-
-
-
1
1
1
1
-
0
0
0
0
0
0
0
0
1
0
0
1
-
-
6
6
5
5
0
-
0
0
3
-
-
-
9
0
-
5
3
1
1
0
0
1
1
0
7
1
-
0
0
0
0
1
1
1
1
1
1
1
0
0
1
0
0
1
1
1
1
1
0
1
1
1
1
1
1
1
0
0
0
0
0
0
Av erage
42%
49%
69%
48%
25%
83%
Source/Calculation: H.25.7
Year: 2003
Final Report
177
5590
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Number of Business Call Center Phone Answering Employees
Percent of FTEs
Percent
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
5
3
6
2
6
5
1
5
1
1
5
2
2
7
2
0
9
3
3
1
0
3
7
4
0
4
6
1
8
8
3
8
1
3
3
1
4
4
5
0
4
1
1
2
7
4
9
Full-Time
Part-Time W/O Benefits
Contract Employee
Part-Time W/ Benefits
Borrow ed (From Other Functions)
Other
2
2
3
2
9
5
5
3
3
5
4
1
5
1
Source/Calculation: H.26.1/SUM{H.26}
Year: 2003
Final Report
178
Calculation shown is for the first piece of the stacked bar only.
60022
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Number of Credit Call Center Phone Answering Employees
Percent of FTEs
Percent
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
5
3
1
5
1
5
6
2
0
3
3
2
7
3
7
5
1
1
1
1
3
1
2
1
0
3
8
5
0
8
4
6
1
8
4
9
9
4
0
3
1
4
4
2
2
9
Full-Time
Part-Time W/O Benefits
Contract Employee
Part-Time W/ Benefits
Borrow ed (From Other Functions)
Other
5
5
2
3
3
4
1
4
3
5
2
6
5
2
7
Source/Calculation: H.27.1/SUM{H.27}
Year: 2003
Final Report
179
Calculation shown is for the first piece of the stacked bar only.
60023
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Number of Credit Call Center Phone Answering Employees
(Cont.)
Q: How many of your Credit Call Center phone answering employees (FTEs) are in eac h of the following c ategories?
130,169 calls x 289 talk/w ork = 5 FTE
Source/Calculation: H.27.99
Year: 2003
Final Report
179.1
60312
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Call Center Staffing Composition
Phone Answering Employees
Percent of FTEs
100.00%
80.00%
60.00%
40.00%
20.00%
0.00%
5
1
4
9
4
1
4
0
1
5
5
3
5
2
3
3
7
2
7
3
8
4
6
4
4
1
3
1
1
7
2
6
9
1
0
2
0
5
0
5
2
1
1
2
3
3
8
3
5
4
6
2
9
3
2
5
5
3
1
1
8
Utilities
Full-Time
Part-Time w /o Benefits
Contract
Part-Time w / Benefits
Borrow ed From Other Functions
Other
Source/Calculation: H.28.1/SUM{H.28}
Year: 2003
Final Report
180
Calculation shown is for the first piece of the stacked bar only.
44
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Percent of Part-Time FTEs in Regular Call Center
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
13.22%
45.33% => 20.81%
20.81% => 8.49%
8.49% => 2.57%
2.57% => 0.74%
Percent of FTEs
50.00%
45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
1
2
5
2
5
0
9
1
2
6
1
0
1
1
2
0
3
3
1
3
4
4
6
7
4
3
8
2
7
3
7
2
3
5
4
6
2
9
4
0
5
3
3
5
5
8
1
5
4
9
4
1
2
1
8
3
1
3
5
5
1
Utilities
Part-Time w / Benefits
Part-Time w /o Benefits
Source/Calculation: H.28.2/SUM{H.28}
Year: 2003
Final Report
181
Calculation shown is for the first piece of the stacked bar only.
50345
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Number of Business Call Center Phone Answering Employees
Percent of Employees
Percent
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
6
2
6
1
5
5
1
1
5
2
2
7
3
3
2
0
9
7
5
0
3
8
8
1
8
1
0
3
7
4
0
4
6
1
3
3
1
4
4
4
1
1
2
4
9
5
3
Full-Time
Part-Time W/O Benefits
Contract Employee
Part-Time W/ Benefits
Borrow ed (From Other Functions)
Other
2
2
9
2
3
5
5
3
5
1
1
3
5
4
Source/Calculation: H.29.1/SUM{H.29}
Year: 2003
Final Report
182
Calculation shown is for the first piece of the stacked bar only.
60024
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Number of Credit Call Center Phone Answering Employees
Percent of Employees
Percent
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
5
1
5
2
0
3
7
3
3
6
2
7
4
9
5
1
1
1
7
1
2
5
0
3
8
1
8
9
4
0
1
0
4
6
1
3
4
1
4
4
8
3
3
1
2
Full-Time
Part-Time W/O Benefits
Contract Employee
Part-Time W/ Benefits
Borrow ed (From Other Functions)
Other
5
2
3
5
5
5
2
6
1
4
2
9
5
3
2
3
Source/Calculation: H.30.1/SUM{H.30}
Year: 2003
Final Report
183
Calculation shown is for the first piece of the stacked bar only.
60025
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Number of Call Center Phone Answering Employees People Not
FTEs)
Per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
12
6 <= 9
9 <= 12
12 <= 14
14 <= 22
Employees per 100K Customers
25
20
15
10
5
2
0
4
0
5
1
4
1
1
3
2
6
5
0
9
4
4
1
5
5
2
3
8
6
4
9
5
4
1
0
2
7
2
3
7
1
1
3
3
3
1
3
5
Full-Time
Part-Time excluding Benefits
Contract
Part-Time including Benefits
Borrow ed (From Other Functions)
Other
1
2
4
6
2
9
5
3
3
5
5
8
1
3
7
2
1
8
Source/Calculation: H.31.1/((SUM{A.3}+SUM{A.4}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.5})/100000)
Final Report
184
Calculation
2003 shown is for the first piece of the stacked bar only.
Year:
10025
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Percent of Electric Meter Service Employees That Are Full-Time
vs. Part-Time
Percent
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
5
2
7
3
3
7
3
8
6
9
4
1
4
4
4
6
4
9
5
0
1
5
5
2
1
1
1
3
Full-Time
5
3
3
7
2
6
5
5
1
2
9
8
3
1
2
3
3
5
2
0
1
0
2
4
0
5
1
3
1
8
4
1
2
Part-Time
Source/Calculation: H.32.1/SUM{H.32}
Year: 2003
Final Report
185
Calculation shown is for the first piece of the stacked bar only.
100578
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Call Center Representatives Pay Rate
Average Hourly Rate
Mean
$18.31
Avg. Hourly Rate
$25.00
$20.00
$15.00
$
1
1
.
4
2
$
1
3
.
1
9
$
1
4
.
0
5
$
1
4
.
2
6
4
9
4
4
$
1
4
.
8
1
$
1
6
.
7
6
$
1
6
.
7
8
$
1
6
.
9
3
1
0
5
3
7
$
1
7
.
4
4
$
1
8
.
0
0
$
1
8
.
5
7
$
1
8
.
8
6
$
1
9
.
0
0
$
1
9
.
1
0
$
1
9
.
2
0
1
1
1
3
3
5
5
1
$
1
9
.
6
2
$
2
0
.
3
4
$
2
1
.
6
2
$
2
1
.
7
2
$
2
2
.
0
0
$
2
2
.
4
0
$
2
2
.
5
0
$
2
2
.
6
0
2
6
4
6
1
5
6
5
2
4
1
$10.00
$5.00
$0.00
1
2
3
5
2
7
3
8
1
3
2
0
9
5
5
4
0
3
7
3
1
2
9
2
3
1
8
8
4
3
2
Utilities
Source/Calculation: H.33.1
Year: 2003
Final Report
186
51
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
CIS Maintenance Staff Pay Rate
Average Hourly Rate
Mean
$35.30
Avg. Hourly Rate
$80.00
$
7
5
.
0
0
$70.00
$60.00
$50.00
$40.00
$30.00
$20.00
$
1
2
.
5
7
$
2
0
.
2
0
$
2
3
.
9
7
$
2
4
.
5
9
5
3
7
$
2
5
.
6
9
$
2
8
.
6
5
$
3
0
.
0
0
$
3
6
.
5
0
$
3
6
.
5
0
5
5
3
$
4
5
.
5
5
$
4
8
.
1
6
$
5
1
.
5
0
$10.00
$0.00
5
0
1
5
3
7
4
1
5
2
4
9
5
1
2
0
2
3
4
6
8
9
1
0
1
1
1
2
1
3
2
1
8
4
6
2
6
2
7
2
9
3
1
3
3
3
5
3
8
4
0
4
4
1
5
Source/Calculation: H.33.10
Year: 2003
Final Report
187
50241
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Meter Shop Representatives Pay Rate
Average Hourly Rate
Mean
$25.10
Avg. Hourly Rate
$40.00
$35.00
$30.00
$25.00
$20.00
$
1
8
.
2
3
$
1
8
.
5
7
4
4
1
$
2
1
.
9
2
$
2
2
.
9
3
$
2
3
.
0
0
2
7
5
3
$
2
4
.
3
0
$
2
5
.
8
4
$
2
6
.
1
5
5
7
$
2
6
.
6
2
$
2
7
.
4
2
$
3
0
.
1
9
$
3
6
.
0
0
$15.00
$10.00
$5.00
$0.00
3
3
2
0
5
2
4
9
2
6
9
2
3
3
4
6
8
1
0
1
1
1
2
1
3
2
1
8
5
5
2
9
3
1
3
5
3
7
3
8
4
0
4
1
4
6
5
1
1
5
Utilities
Source/Calculation: H.33.11
Year: 2003
Final Report
188
1000073
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Local Office Representatives Pay Rate
Average Hourly Rate
Mean
$17.22
Avg. Hourly Rate
$30.00
$25.00
$20.00
$
1
2
.
9
7
$15.00
$10.00
$
1
4
.
3
7
$
1
4
.
3
7
5
5
3
$
1
5
.
1
9
$
1
6
.
7
8
$
2
0
.
0
1
$
2
0
.
0
7
2
6
4
4
$
2
1
.
3
7
$
2
2
.
6
0
$
2
5
.
3
1
$
6
.
4
0
$5.00
$0.00
5
0
5
7
5
3
3
3
6
5
2
2
3
2
4
8
9
1
0
1
1
1
2
1
3
1
5
1
2
0
5
1
2
7
2
9
3
1
3
5
3
7
3
8
4
0
4
1
4
6
4
9
1
8
Source/Calculation: H.33.2
Year: 2003
Final Report
189
9221
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Field Service Representative Pay Rate
Average Hourly Rate
Mean
$21.87
Avg. Hourly Rate
$35.00
$30.00
$25.00
$20.00
$
1
1
.
9
6
$15.00
$10.00
$
1
6
.
4
2
$
1
6
.
4
2
3
5
5
$
2
0
.
2
0
$
2
0
.
6
1
$
2
0
.
7
1
1
7
1
1
$
2
1
.
3
7
$
2
1
.
8
4
4
9
3
7
$
2
2
.
5
8
$
2
3
.
0
0
$
2
3
.
1
1
3
3
3
8
2
0
$
2
3
.
7
7
$
2
4
.
0
0
5
1
6
$
2
4
.
7
7
$
2
5
.
0
1
1
3
4
4
$
2
6
.
4
7
$
2
8
.
8
2
$
2
9
.
0
0
5
5
2
$
3
0
.
1
9
$
7
.
1
2
$5.00
$0.00
5
0
2
7
4
6
2
6
5
3
4
1
4
0
3
5
3
1
2
9
2
3
1
8
1
5
1
2
1
0
9
8
4
2
Utilities
Source/Calculation: H.33.3
Year: 2003
Final Report
190
133
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Field Service Dispatcher Pay Rate
Average Hourly Rate
Mean
$20.86
Avg. Hourly Rate
$30.00
$25.00
$20.00
$
1
6
.
9
2
$
1
7
.
1
6
4
4
4
9
$
1
7
.
5
1
$
1
7
.
5
1
$
1
7
.
5
1
3
5
5
2
7
$
1
8
.
0
2
$
1
9
.
5
0
$
2
2
.
0
6
$
2
2
.
5
3
$
2
3
.
3
4
$
2
3
.
9
8
$
2
5
.
8
0
$
2
5
.
9
4
$
2
8
.
5
0
$
2
9
.
0
0
2
6
5
4
6
5
2
$15.00
$10.00
$
8
.
4
0
$5.00
$0.00
5
0
7
2
0
5
1
3
8
1
1
3
3
5
3
1
8
2
3
2
9
3
1
3
5
3
7
1
5
4
1
1
3
2
4
6
8
9
1
0
1
2
4
0
Source/Calculation: H.33.4
Year: 2003
Final Report
191
9219
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Meter Reader Pay Rate
Average Hourly Rate
Mean
$17.28
Avg. Hourly Rate
$25.00
$20.00
$15.00
$
1
2
.
4
0
$
1
2
.
4
0
$
1
2
.
4
0
3
5
3
5
5
$
1
3
.
0
0
$
1
4
.
1
4
$
1
6
.
1
2
$
1
6
.
4
7
$
1
6
.
5
6
9
4
6
$
1
6
.
9
7
$
1
7
.
6
9
$
1
8
.
0
9
$
1
8
.
1
1
4
9
3
7
$
1
8
.
5
0
$
1
8
.
5
7
$
1
8
.
7
7
6
1
1
1
$
1
9
.
1
9
$
1
9
.
6
0
$
2
0
.
3
3
$
2
2
.
7
5
$
2
3
.
5
5
5
2
7
$10.00
$5.00
$0.00
3
3
5
3
5
1
3
8
4
4
5
1
3
2
0
4
1
4
0
3
1
2
9
2
7
2
6
2
3
1
8
1
5
1
2
1
0
8
4
2
Utilities
Source/Calculation: H.33.5
Year: 2003
Final Report
192
163
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Payment Processing Clerks Pay Rate
Average Hourly Rate
Mean
$16.31
Avg. Hourly Rate
$25.00
$20.00
$15.00
$
1
1
.
0
0
$
1
2
.
0
0
$
1
2
.
0
0
5
1
4
9
$
1
3
.
4
3
$
1
4
.
0
1
$
1
4
.
0
6
3
5
2
0
$
1
4
.
3
8
$
1
4
.
9
3
$
1
5
.
8
0
$
1
5
.
8
0
5
5
3
$
1
7
.
3
7
$
1
7
.
8
9
$
1
8
.
2
1
$
1
8
.
6
1
$
1
8
.
8
9
5
2
3
8
$
2
0
.
1
5
$
2
1
.
4
1
$
2
3
.
6
5
5
4
4
$10.00
$5.00
$0.00
2
7
5
3
6
2
6
4
1
1
1
4
6
9
1
5
2
4
7
8
1
0
1
1
3
4
0
1
8
2
3
2
9
3
1
3
3
3
7
1
2
Source/Calculation: H.33.6
Year: 2003
Final Report
193
1994
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Billing Clerks Pay Rate
Average Hourly Rate
Mean
$18.97
Avg. Hourly Rate
$30.00
$25.00
$20.00
$15.00
$
1
3
.
8
0
$
1
4
.
6
8
$
1
4
.
8
0
4
9
1
3
$
1
6
.
2
0
$
1
6
.
7
8
$
1
7
.
4
5
$
1
7
.
4
5
$
1
7
.
8
0
5
5
3
2
0
$
1
7
.
8
9
1
1
$
1
8
.
5
7
$
1
9
.
1
9
$
1
9
.
2
0
3
7
4
4
$
1
9
.
6
7
$
2
0
.
1
4
$
2
0
.
7
5
$
2
1
.
8
8
$
2
2
.
5
1
$
2
3
.
2
0
$
2
8
.
4
3
$10.00
$5.00
$0.00
3
5
3
3
5
3
1
7
5
3
8
6
4
6
5
1
5
2
2
3
4
8
9
1
0
1
2
2
1
8
5
0
2
6
2
7
2
9
3
1
4
0
4
1
1
5
Utilities
Source/Calculation: H.33.7
Year: 2003
Final Report
194
225
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Credit & Collections Office Staff Pay Rate
Average Hourly Rate
Mean
$19.69
Avg. Hourly Rate
$30.00
$25.00
$20.00
$
1
6
.
4
8
$
1
6
.
5
4
2
7
5
3
$
1
7
.
0
0
$
1
7
.
0
0
$
1
7
.
2
1
5
1
4
9
5
$
1
7
.
8
9
$
1
8
.
5
1
$
1
8
.
5
7
3
7
1
$
1
9
.
6
2
$
1
9
.
7
9
2
0
7
$
2
1
.
2
7
$
2
2
.
0
0
$
2
2
.
2
4
$
2
2
.
5
8
3
3
4
4
4
6
$
2
8
.
7
1
$15.00
$10.00
$5.00
$0.00
1
1
3
8
5
2
1
5
3
4
6
8
9
1
0
2
1
3
5
5
1
8
2
3
2
6
2
9
3
1
3
5
4
0
1
2
Source/Calculation: H.33.8
Year: 2003
Final Report
195
9220
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Credit & Collections Field Staff Pay Rate
Average Hourly Rate
Mean
$22.21
Avg. Hourly Rate
$30.00
$25.00
$20.00
$15.00
$
1
3
.
4
7
$
1
5
.
6
4
$
1
8
.
0
0
$
2
0
.
3
9
$
2
1
.
5
2
$
2
2
.
0
7
$
2
2
.
3
0
$
2
2
.
5
8
$
2
2
.
8
0
1
3
6
4
6
2
0
$
2
3
.
7
7
$
2
4
.
2
2
$
2
5
.
0
1
$
2
5
.
1
2
4
4
3
8
$
2
7
.
5
8
$
2
8
.
7
4
5
2
5
$10.00
$5.00
$0.00
2
7
5
3
3
3
3
7
1
1
5
1
7
1
8
2
3
4
8
9
1
0
1
1
5
5
5
2
3
2
6
2
9
3
1
3
5
4
0
4
9
1
2
Source/Calculation: H.33.9
Year: 2003
Final Report
196
50240
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
Call Center Representatives
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
13.23
5.81 <= 12.00
12.00 <= 13.40
13.40 <= 14.52
14.52 <= 18.50
Hourly Rate
20.00
18.00
16.00
14.00
12.00
9
.
7
5
10.00
8.00
6.00
1
0
.
5
7
1
1
.
7
4
1
2
.
0
0
1
2
.
4
2
1
2
.
8
2
1
2
.
8
7
1
3
.
0
0
1
0
3
8
2
6
1
3
.
4
0
1
3
.
7
9
1
3
.
8
7
5
1
2
0
1
4
.
2
2
1
4
.
2
6
5
7
1
4
.
5
2
1
5
.
7
4
1
6
.
1
1
1
7
.
0
0
1
7
.
5
5
1
8
.
5
0
4
1
9
7
.
8
5
5
.
8
1
4.00
2.00
0.00
5
0
1
2
3
5
3
7
4
9
4
4
2
7
5
3
6
1
5
1
3
1
5
5
5
2
4
6
4
0
3
3
3
1
2
9
2
3
1
8
1
1
8
4
3
2
Source/Calculation: H.34.1
Final Report
197
Year: 2003
100579
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
CIS Maintenance Staff
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$30.70
$12.57 <= $17.48
$17.48 <= $24.00
$24.00 <= $39.30
$39.30 <= $75.00
Hourly Rate
$80.00
$
7
5
.
0
0
$70.00
$60.00
$
4
8
.
1
6
$50.00
$40.00
$30.00
$20.00
$
1
2
.
5
7
$
1
6
.
2
1
$
1
6
.
4
5
7
5
3
$
1
8
.
5
0
$
1
9
.
8
6
$
2
4
.
0
0
$
2
5
.
0
0
$
5
1
.
5
0
$
3
0
.
4
4
$10.00
$0.00
5
0
1
3
7
9
4
1
5
2
4
9
5
1
2
0
2
3
3
4
5
6
8
1
0
1
1
1
2
1
3
2
1
8
5
5
2
6
2
7
2
9
3
1
3
3
3
5
3
8
4
0
4
4
4
6
1
5
Source/Calculation: H.34.10
Final Report
198
Year: 2003
100588
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
Meter Shop Representatives
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$17.27
$13.30 <= $15.90
$15.90 <= $17.10
$17.10 <= $18.43
$18.43 <= $22.30
Hourly Rate
$25.00
$20.00
$15.00
$
1
3
.
3
0
$
1
4
.
0
7
$
1
5
.
9
0
$
1
7
.
0
0
$
1
7
.
1
0
1
5
2
$
1
8
.
0
0
$
1
8
.
4
3
$
1
9
.
3
7
$
2
2
.
3
0
$10.00
$5.00
$0.00
4
9
2
7
4
4
7
5
3
5
2
0
2
6
3
4
6
8
9
1
0
1
1
1
2
1
3
1
5
2
2
3
5
5
2
9
3
1
3
3
3
5
3
7
3
8
4
0
4
1
4
6
5
1
1
8
Source/Calculation: H.34.11
Final Report
199
Year: 2003
100589
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
Local Office Representatives
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$14.13
$5.74 <= $12.94
$12.94 <= $14.70
$14.70 <= $16.49
$16.49 <= $19.59
Hourly Rate
$20.00
$18.00
$16.00
$
1
2
.
4
8
$14.00
$
1
3
.
4
0
$
1
4
.
7
0
$
1
6
.
4
7
$
1
6
.
5
0
4
4
3
7
$
1
9
.
5
9
$12.00
$10.00
$8.00
$6.00
$
5
.
7
4
$4.00
$2.00
$0.00
5
0
7
5
3
6
5
2
2
3
2
3
4
5
8
9
1
0
1
1
1
2
1
3
1
5
1
2
0
5
5
2
6
2
7
2
9
3
1
3
3
3
5
3
8
4
0
4
1
4
6
4
9
5
1
1
8
Source/Calculation: H.34.2
Final Report
200
Year: 2003
100580
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
Field Service Representatives
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$17.31
$7.12 <= $16.51
$16.51 <= $17.97
$17.97 <= $18.88
$18.88 <= $23.77
Hourly Rate
$25.00
$20.00
$
1
5
.
6
5
$
1
6
.
5
4
$
1
6
.
7
8
6
4
9
2
0
$
1
8
.
0
0
7
1
$
1
8
.
6
9
$
1
8
.
7
9
$
1
8
.
9
1
5
3
7
3
8
$
2
0
.
9
8
5
1
1
3
$
2
3
.
7
7
$
1
1
.
9
6
$15.00
$10.00
$
1
6
.
5
0
$
1
7
.
9
3
$
2
0
.
6
8
$
7
.
1
2
$5.00
$0.00
5
0
2
7
5
3
4
4
2
6
3
4
8
9
1
0
1
1
1
2
1
5
2
2
3
5
5
2
9
3
1
3
3
3
5
4
0
4
1
4
6
5
2
1
8
Source/Calculation: H.34.3
Final Report
201
Year: 2003
100581
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
Field Service Dispatchers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$14.40
$8.40 <= $13.47
$13.47 <= $14.55
$14.55 <= $16.41
$16.41 <= $18.91
Hourly Rate
$20.00
$18.00
$
1
3
.
4
7
$16.00
$14.00
$12.00
$10.00
$
8
.
4
0
$
1
4
.
4
0
$
1
4
.
5
5
4
4
2
0
$
1
5
.
0
0
$
1
6
.
4
1
$
1
8
.
0
1
$
1
8
.
9
1
5
3
8
$
1
0
.
4
9
$8.00
$6.00
$4.00
$2.00
$0.00
5
0
4
9
2
7
7
5
1
2
3
2
3
4
6
8
9
1
0
1
1
1
2
1
3
1
1
8
5
5
2
6
2
9
3
1
3
3
3
5
3
7
4
0
4
1
4
6
5
2
5
3
1
5
Source/Calculation: H.34.4
Final Report
202
Year: 2003
100582
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
Meter Readers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$14.32
$9.75 <= $12.66
$12.66 <= $14.11
$14.11 <= $16.74
$16.74 <= $18.07
Hourly Rate
$20.00
$18.00
$16.00
$14.00
$12.00
$10.00
$
9
.
7
5
$
1
0
.
3
6
$
1
1
.
3
5
$
1
2
.
5
6
$
1
2
.
7
5
$
1
2
.
8
7
9
4
9
3
8
$
1
3
.
3
9
$
1
4
.
1
1
$
1
4
.
9
6
$
1
6
.
0
6
$
1
6
.
4
8
$
1
7
.
0
0
$
1
7
.
1
1
$
1
7
.
9
3
$
1
8
.
0
7
1
3
7
7
1
3
$8.00
$6.00
$4.00
$2.00
$0.00
3
5
6
5
3
5
1
2
0
4
4
5
5
2
2
6
3
4
8
1
0
1
1
1
2
1
5
2
2
3
5
5
2
7
2
9
3
1
3
3
4
0
4
1
4
6
1
8
Source/Calculation: H.34.5
Final Report
203
Year: 2003
100583
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
Payment Processing Clerks
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$12.53
$9.68 <= $10.10
$10.10 <= $11.62
$11.62 <= $14.80
$14.80 <= $17.00
Hourly Rate
$18.00
$16.00
$14.00
$12.00
$10.00
$
9
.
6
8
$
9
.
7
5
6
3
5
$
1
0
.
0
0
$
1
0
.
1
0
$
1
0
.
1
0
2
7
4
9
5
1
$
1
0
.
5
3
$
1
1
.
3
5
$
1
1
.
5
2
$
1
1
.
7
1
5
3
3
7
5
$
1
2
.
0
1
$
1
3
.
7
0
$
1
4
.
5
3
$
1
5
.
6
0
$
1
6
.
1
5
$
1
6
.
7
2
$
1
7
.
0
0
3
8
4
4
9
1
$8.00
$6.00
$4.00
$2.00
$0.00
2
6
2
0
4
1
5
2
1
5
3
4
7
8
1
0
1
1
2
1
3
5
5
1
8
2
3
2
9
3
1
3
3
4
0
4
6
1
2
Source/Calculation: H.34.6
Final Report
204
Year: 2003
100584
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
Billing Clerks
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$14.87
$10.26 <= $13.35
$13.35 <= $15.20
$15.20 <= $15.60
$15.60 <= $21.00
Hourly Rate
$25.00
$20.00
$15.00
$
1
0
.
2
6
$
1
1
.
7
1
$
1
1
.
8
8
5
3
5
$
1
3
.
2
9
$
1
3
.
4
0
$
1
3
.
5
1
1
3
5
3
6
$
1
3
.
8
7
$
1
5
.
2
0
$
1
5
.
4
8
$
1
5
.
4
8
$
1
5
.
6
0
$
1
5
.
6
0
4
4
5
1
4
9
3
8
7
$
1
7
.
0
0
$
1
9
.
8
1
$
2
1
.
0
0
$10.00
$5.00
$0.00
2
7
2
0
1
5
2
4
1
2
3
3
4
8
9
1
0
1
1
1
2
2
1
8
5
5
2
6
2
9
3
1
3
3
3
7
4
0
4
6
1
5
Source/Calculation: H.34.7
Final Report
205
Year: 2003
100585
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
Credit & Collections Office Staff
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$14.47
$10.31 <= $12.00
$12.00 <= $15.00
$15.00 <= $16.15
$16.15 <= $18.00
Hourly Rate
$18.00
$16.00
$14.00
$12.00
$
1
0
.
3
1
$
1
1
.
7
1
$
1
2
.
0
0
$
1
2
.
0
0
5
1
4
9
$
1
3
.
4
0
$
1
3
.
8
7
$
1
5
.
0
0
$
1
5
.
6
0
$
1
6
.
1
5
$
1
6
.
1
5
$
1
6
.
9
6
$
1
7
.
0
0
$
1
8
.
0
0
3
8
5
2
4
4
3
7
1
4
1
$10.00
$8.00
$6.00
$4.00
$2.00
$0.00
2
7
5
5
3
2
0
7
3
2
3
2
6
2
9
3
1
3
3
3
5
4
0
4
6
1
8
2
1
5
4
6
8
9
1
0
1
1
1
2
1
3
5
5
Source/Calculation: H.34.8
Final Report
206
Year: 2003
100586
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
CS Staffing
Average Entry-Level Hourly Rate (Excluding Overtime and
Benefits)
Credit & Collections Field Staff
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$18.92
$13.40 <= $17.82
$17.82 <= $18.57
$18.57 <= $20.79
$20.79 <= $24.95
Hourly Rate
$25.00
$20.00
$15.00
$
1
3
.
4
0
$
1
3
.
4
7
$
1
3
.
5
1
5
3
2
7
6
$
1
7
.
8
0
$
1
7
.
8
7
$
1
8
.
0
0
2
0
7
1
$
1
8
.
4
5
$
1
8
.
6
9
3
7
5
$
2
0
.
4
2
$
2
0
.
6
8
$
2
0
.
8
2
1
3
5
1
3
8
$
2
3
.
0
0
$
2
3
.
7
7
$
2
4
.
9
5
4
1
4
4
5
2
$10.00
$5.00
$0.00
2
3
3
4
8
9
1
0
1
1
1
2
2
1
8
5
5
2
6
2
9
3
1
3
3
3
5
4
0
4
6
4
9
1
5
Source/Calculation: H.34.9
Final Report
207
Year: 2003
100587
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Number of Full-Time Equivalent Employees Acquired Through
Overtime
Question
1 2 3 4 5 6 7 8 9
1. Call Center:
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Av erage
1
-
-
-
1
5
-
6
-
0
1
6
-
-
-
0
-
-
-
3
1
3
-
-
1 1
9 1
-
7
-
2 1
0 7
-
-
1
5
-
1
3
1
0
4
-
18
0
-
-
-
0
-
-
-
0
-
-
-
-
0
-
-
-
-
1
-
-
1
7
-
-
-
-
-
-
-
-
0
-
0 0
-
2
0
-
-
-
0
-
-
-
-
-
-
-
-
0
-
-
-
-
-
-
-
2
-
-
-
-
-
-
-
-
0
-
-
2
-
1
1
-
-
-
1
3
-
1
-
1
-
2
-
-
0
-
-
-
-
-
-
-
3
-
0 2
-
-
9
-
8 0
3
2
-
6
-
6
0
-
-
-
1
0
-
0
-
1
5
-
-
-
-
0
-
0
-
-
-
-
-
1
1
1 8
0
-
-
2
5
-
1
0
0
-
6
8
2
-
10
0
-
-
-
0
-
0
-
0
-
2
-
-
0
-
1
-
-
-
-
-
4 3 0 2
-
1 7
-
0 0 8
1
2
2
-
2
1
-
-
-
2
-
-
-
-
-
-
-
-
0
-
-
-
-
0
-
-
2 1 0 3
-
4 2
-
1 0 1
1
1
0
-
2
0
-
-
-
1
-
0
-
0
-
-
-
-
0
-
-
-
-
-
-
-
0
-
-
-
1 0
1 6
-
1
2. Business Call Center:
3. Credit Call Center:
4. Field Service:
5. Meter Reading:
6. Credit & Collections:
7. Billing & Payment Services:
8. Meter Shop :
-
-
-
0
-
Source/Calculation: H.35.1
Year: 2003
Final Report
208
60026
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Functions Handled By Call Center Support Staff
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
79.3%
1. Performance Reporting:
2. Scheduling & Staffing:
3. Technology Support (Desktop,
4. CIS:
5. Quality Assurance:
6. Training:
7. Resource Coordination:
99. Other:
82.8%
55.2%
17.2%
69.0%
51.7%
62.1%
24.1%
Source/Calculation: H.36.1
Year: 2003
Final Report
209
100595
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
CS Staffing
Functions Handled By Call Center Support Staff (Cont.)
Q: W hat func tions are handled by c all c enter support staff?
3rd Party Contract Management; Process Improvement
Business Integration, Process Improvement, Outsource / call balancing management
Clerical
Consumer Affairs
Data entry
steno
Source/Calculation: H.36.99
Year: 2003
Final Report
209.1
100596
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
Safety
(###) Report Viewer Record Number
Pg. 210.
Pg. 211.
Pg. 212.
Pg. 213.
Pg. 214.
Pg. 215.
Pg. 216.
Pg. 217.
Pg. 218.
Pg. 219.
Pg. 220.
Pg. 221.
Pg. 222.
Pg. 223.
Pg. 224.
Pg. 225.
Pg. 226.
Pg. 227.
Pg. 228.
Pg. 229.
Pg. 230.
Pg. 231.
Pg. 232.
Pg. 233.
Pg. 233.1.
Pg. 233.2.
Pg. 234.
Pg. 235.
Pg. 236.
Pg. 236.1.
Pg. 237.
Pg. 238.
Pg. 239.
Pg. 240.
Pg. 241.
Pg. 242.
Section Contents
(244) OSHA Lost Time Incident Rate - Meter Reading
(245) Lost Time Incident Rate - Field Service
(246) Lost Time Incident Rate - Call Center
(247) Lost Time Incident Rate - Field Credit & Collections
(248) Lost Time Incident Rate - Billing & Payment Services
(249) Lost Time Incident Rate - All Customer Service
(250) OSHA Recordable Incident Rate - Meter Reading
(251) OSHA Recordable Incident Rate - Field Service
(252) OSHA Recordable Incident Rate - Call Center
(253) OSHA Recordable Incident Rate - Field Credit & Collections
(254) OSHA Recordable Incident Rate - Billing & Payment Services
(255) OSHA Recordable Incident Rate - All Customer Service
(256) Vehicular Accident Rate per 1,000,000 Miles - Meter Reading
(257) Vehicular Accident Rate per 1,000,000 Miles - Field Service
(258) Vehicular Accident Rate per 1,000,000 Miles - Field Credit & Collections
(259) Vehicular Accident Rate per 1,000,000 Miles - Billing & Payment Services
(260) Vehicular Accident Rate per 1,000,000 Miles - All Customer Service
(261) Lost Time Severity Index - Meter Reading
(262) Lost Time Severity Index - Field Service
(263) Lost Time Severity Index - Call Center
(264) Lost Time Severity Index - Field Credit & Collections
(265) Lost Time Severity Index - Billing & Payment Servics
(266) Lost Time Severity Index - All Customer Service
(267) Most Successful Initiatives for Reducing Injuries/Illnesses - 1 = Lowest, 5 = highest
(268) Most Successful Initiatives for Reducing Injuries/Illnesses - 1 = Lowest, 5 = highest
(269) Most Successful Initiatives for Reducing Injuries/Illnesses - 1 = lowest, 5 = highest
(270) Features of Safety Program With The Most Positive Impact On Safety Record - Please rank the top five (1 = lowest, 5 = highest)
(271) Features of Safety Program With The Most Positive Impact On Safety Record - Please rank the top five (1 = lowest, 5 = highest)
(272) Features of Safety Program With The Most Positive Impact On Safety Record - Please rank the top five (1 = lowest, 5 = highest)
(273) Features of Safety Program With The Most Positive Impact On Safety Record (274) Safety Incentive Program (275) Modified Light) Duty Program - To Mitigate The Impact of Lost Time Due To Work Injury
(276) Method Used to Successfully Reduce Lost-Time - By Using Modified Duty
(277) Field Service Modified Duty Cases - Per FSR
(278) Meter Reading Modified Duty Cases - Per Meter Reader
(279) Call Center Modified Duty Cases - Modified Duty Cases per CSR
©2004 PA Consulting Group, All Rights Reserved
XV
2004 CS Final Report - Volume 1
Safety
(###) Report Viewer Record Number
Pg. 244.
Pg. 245.
Pg. 246.
Pg. 247.
Pg. 248.
Pg. 248.1.
Pg. 249.
Pg. 249.1.
Pg. 250.
Pg. 251.
Pg. 252.
Pg. 253.
Pg. 254.
Pg. 254.1.
Section Contents
(280) Modified Duty Cases - Modified Duty Cases per Field Credit & Collections
(281) Modified Duty Cases - Modified Duty Cases per All Customer Service
(282) Examples of The Types of Modified (Light) Duty - Made Available To CSRs
(283) Examples of The Types of Modified (Light) Duty - Made Available To CSRs
(284) Types of Modified (Light) Duty Made Available to Field Service (285) Types of Modified (Light) Duty Made Available to Field Service (Cont.) (286) Types of Modified (Light) Duty Made Available to Meter Readers (287) Types of Modified (Light) Duty Made Available to Meter Readers (Cont.) (288) Reduction In The Number of Hours of Lost Time Last Year (289) Percent Reduction of Lost Time Last Year (290) Policy On How Long An Employee May Remain On Light Duty - Before They Are Permanently Replaced
(291) Disciplinary Actions Used for Safety Violations (292) Degree Company Is Involved In Contractor Safety (293) Degree Company Is Involved In Contractor Safety (Cont.) -
XVI
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
OSHA Lost Time Incident Rate
Meter Reading
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
2.82
0.00 <= 1.00
1.00 <= 1.37
1.37 <= 3.25
3.25 <= 10.00
Rate
10.00
9
.
5
0
1
0
.
0
0
1
5
5
3
9.00
8.00
6
.
9
4
7.00
5
.
7
9
6.00
5.00
4.00
3.00
2.00
1.00
0
.
0
0
0
.
0
0
0
.
0
0
2
7
7
2
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
3
1
3
5
5
5
1
.
1
8
1
.
1
8
5
1
5
1
.
5
6
1
.
9
3
3
.
1
9
3
.
2
7
2
3
5
2
2
.
1
8
0.00
3
8
9
4
9
4
4
4
1
2
6
4
6
8
1
0
1
1
1
2
2
1
8
5
0
2
9
3
1
3
3
3
7
4
0
4
6
1
3
Source/Calculation: I.2.1
Year: 2003
Final Report
210
Only Participants with All the Data are Shown
7007
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Incident Rate
Field Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.96
0.00 <= 0.65
0.65 <= 1.52
1.52 <= 2.49
2.49 <= 5.33
Rate
6.00
4
.
8
7
5.00
4
.
9
5
5
.
3
3
4.00
2
.
7
8
3.00
2.00
1
.
3
3
0
.
5
8
1.00
0
.
0
0
0
.
0
0
0
.
0
0
2
7
7
1
1
.
5
2
1
.
5
2
5
1
4
0
1
.
8
0
1
.
8
4
5
4
9
2
.
1
9
0
.
7
2
0.00
3
5
8
5
2
9
4
4
3
8
4
1
2
0
2
3
3
4
6
1
0
1
1
1
2
1
3
2
1
8
5
5
2
6
2
9
3
1
3
3
3
7
4
6
5
0
5
3
1
5
Source/Calculation: I.2.2
Year: 2003
Final Report
211
Only Participants with All the Data are Shown
7411
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Incident Rate
Call Center
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.74
0.00 <= 0.00
0.00 <= 0.28
0.28 <= 1.04
1.04 <= 4.40
Rate
4.50
4
.
4
0
4.00
3.50
3.00
2
.
3
3
2.50
2.00
1
.
4
9
1.50
1.00
0.50
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
2
7
5
7
2
0
1
3
8
0
.
1
5
0
.
2
3
0
.
2
7
0
.
2
8
0
.
2
8
3
3
9
4
2
3
0
.
3
5
0
.
6
4
1
.
0
0
1
.
5
7
1
.
0
7
0.00
3
5
4
9
5
1
5
3
4
4
5
2
1
1
4
1
1
5
2
6
3
6
8
1
0
1
2
2
1
8
5
5
2
9
3
1
3
7
4
0
4
6
5
0
1
3
Source/Calculation: I.2.3
Year: 2003
Final Report
212
Only Participants with All the Data are Shown
7412
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Incident Rate
Field Credit & Collections
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.60
0.00 <= 0.00
0.00 <= 0.00
0.00 <= 1.40
1.40 <= 1.84
Rate
2.00
1.80
1.60
1
.
4
0
1
.
5
2
1
.
7
0
1
.
8
4
1.40
1.20
1
.
0
0
1.00
0.80
0.60
0
.
3
4
0.40
0.20
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
4
1
3
5
2
7
2
0
7
5
1
0.00
3
3
5
3
1
5
5
1
3
8
4
9
2
3
3
4
6
8
9
1
0
1
1
1
2
2
1
8
5
5
2
6
2
9
3
1
3
7
4
0
4
4
4
6
5
0
5
2
1
3
Source/Calculation: I.2.4
Year: 2003
Final Report
213
Only Participants with All the Data are Shown
50217
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Incident Rate
Billing & Payment Services
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.25
0.00 <= 0.00
0.00 <= 0.00
0.00 <= 0.52
0.52 <= 1.00
Rate
1.00
0
.
9
4
1
.
0
0
5
2
5
3
0.90
0.80
0
.
6
8
0.70
0
.
7
5
0.60
0.50
0
.
3
5
0.40
0.30
0.20
0.10
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
5
1
4
9
4
4
4
1
3
8
2
7
2
0
9
7
1
0.00
3
3
3
5
5
1
8
3
4
6
8
1
0
1
1
1
2
2
1
5
5
5
2
3
2
6
2
9
3
1
3
7
4
0
4
6
5
0
1
3
Source/Calculation: I.2.5
Year: 2003
Final Report
214
Only Participants with All the Data are Shown
50216
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Incident Rate
All Customer Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.26
0.00 <= 0.43
0.43 <= 1.00
1.00 <= 1.60
1.60 <= 4.40
Rate
4.50
4
.
2
7
4
.
4
0
6
1
5
4.00
3.50
3
.
0
0
3.00
2.50
2.00
1.50
1.00
0.50
0
.
0
0
0
.
0
0
0
.
0
0
2
7
7
2
6
0
.
2
7
0
.
3
4
0
.
3
4
3
5
5
0
.
4
6
0
.
5
4
0
.
7
4
0
.
8
3
0
.
9
5
0
.
9
9
1
.
0
0
3
8
1
3
1
1
.
0
6
1
.
0
7
9
2
0
1
.
3
4
1
.
4
2
1
.
5
5
1
.
7
4
1
.
9
3
2
.
1
2
0.00
3
3
3
5
5
3
7
1
1
2
3
5
1
5
2
4
9
4
1
4
4
5
3
5
0
4
6
4
0
3
1
2
9
1
8
1
2
1
0
8
4
2
Source/Calculation: I.2.6
Year: 2003
Final Report
215
Only Participants with All the Data are Shown
7413
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
OSHA Recordable Incident Rate
Meter Reading
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
10.08
0.00 <= 7.15
7.15 <= 9.04
9.04 <= 12.39
12.39 <= 28.95
Rate
30.00
2
8
.
9
5
25.00
20.00
15.00
10.00
6
.
3
7
6
.
9
2
7
.
2
3
1
1
3
5
8
.
0
3
8
.
7
7
8
.
8
3
4
4
2
3
9
.
2
5
9
.
3
4
4
1
7
1
0
.
2
0
1
1
.
8
4
1
4
.
0
2
1
4
.
9
0
1
5
.
6
7
5.00
0
.
0
0
1
.
0
0
0.00
2
7
1
9
2
0
4
9
5
3
8
1
5
5
2
5
1
2
9
3
4
6
8
1
0
1
2
1
3
2
2
6
5
5
3
1
3
3
3
7
4
0
4
6
5
0
5
3
1
8
Source/Calculation: I.3.1
Year: 2003
Final Report
216
Only Participants with All the Data are Shown
7008
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
OSHA Recordable Incident Rate
Field Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
5.45
0.00 <= 3.09
3.09 <= 4.06
4.06 <= 9.17
9.17 <= 12.93
Rate
14.00
12.00
8
.
9
8
10.00
1
1
.
4
6
1
1
.
5
5
5
1
4
9
1
2
.
9
3
9
.
7
5
8.00
6
.
2
0
6.00
4.00
2.00
0
.
0
0
0
.
0
0
2
7
1
1
.
1
6
3
.
6
0
3
.
6
2
5
4
4
3
.
9
4
3
.
9
6
8
7
4
.
1
5
4
.
3
9
1
.
5
7
0.00
3
5
2
6
4
0
9
4
1
5
2
3
8
2
0
2
3
3
4
6
1
0
1
1
1
2
1
3
2
1
8
5
5
2
9
3
1
3
3
3
7
4
6
5
0
5
3
1
5
Source/Calculation: I.3.2
Year: 2003
Final Report
217
Only Participants with All the Data are Shown
7414
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
OSHA Recordable Incident Rate
Call Center
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.70
0.00 <= 0.37
0.37 <= 0.64
0.64 <= 1.87
1.87 <= 6.60
Rate
7.00
6
.
5
8
6
.
6
0
7
1
5
6.00
4
.
6
1
5.00
3
.
4
9
4.00
3.00
2.00
1.00
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
2
7
5
1
3
8
0
.
3
1
0
.
5
5
0
.
5
6
0
.
5
6
0
.
6
3
0
.
6
4
9
4
2
3
2
0
5
1
1
.
0
5
1
.
4
1
1
.
5
7
1
.
9
7
0.00
3
5
4
9
3
3
1
1
4
4
4
1
5
2
2
9
3
6
8
1
0
1
2
1
3
2
2
6
5
5
3
1
3
7
4
0
4
6
5
0
5
3
1
8
Source/Calculation: I.3.3
Year: 2003
Final Report
218
Only Participants with All the Data are Shown
7415
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
OSHA Recordable Incident Rate
Field Credit & Collections
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.85
0.00 <= 0.00
0.00 <= 0.00
0.00 <= 1.70
1.70 <= 15.15
Rate
16.00
1
5
.
1
5
14.00
12.00
10.00
8.00
6.00
4.00
2.00
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
5
1
4
9
4
1
2
7
2
0
7
5
1
1
.
7
0
1
.
7
0
3
8
3
3
2
.
7
0
2
.
7
9
1
5
3
5
0.00
1
1
2
6
3
4
6
8
9
1
0
1
2
1
3
2
2
3
5
5
2
9
3
1
3
7
4
0
4
4
4
6
5
0
5
2
5
3
1
8
Source/Calculation: I.3.4
Year: 2003
Final Report
219
Only Participants with All the Data are Shown
50219
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
OSHA Recordable Incident Rate
Billing & Payment Services
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1.91
0.00 <= 0.00
0.00 <= 0.00
0.00 <= 1.05
1.05 <= 12.34
Rate
14.00
1
2
.
3
4
12.00
9
.
3
4
10.00
8.00
6.00
4
.
5
7
4.00
2.00
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
5
1
4
9
4
1
3
8
2
7
2
0
9
7
1
0
.
3
4
0
.
7
5
1
.
3
5
0.00
4
4
5
3
5
5
2
1
1
3
3
2
3
3
4
6
8
1
0
1
2
1
3
2
1
8
5
5
2
6
2
9
3
1
3
7
4
0
4
6
5
0
5
3
1
5
Source/Calculation: I.3.5
Year: 2003
Final Report
220
Only Participants with All the Data are Shown
50218
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
OSHA Recordable Incident Rate
All Customer Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3.58
0.00 <= 2.52
2.52 <= 3.33
3.33 <= 4.33
4.33 <= 10.25
Rate
12.00
1
0
.
2
5
10.00
7
.
6
0
8.00
6.00
4.00
2.00
0
.
0
0
0
.
5
0
1
.
0
0
1
.
0
1
1
5
0
1
.
4
2
2
.
3
3
2
.
5
8
2
.
5
8
2
.
5
8
2
.
6
6
3
3
5
5
5
4
1
3
.
0
5
3
.
2
9
3
.
3
7
6
4
4
3
.
5
7
3
.
7
7
4
.
1
9
4
.
2
2
4
.
3
2
4
.
3
5
3
3
3
8
2
0
5
2
5
.
2
8
5
.
6
5
6
.
3
3
0.00
2
7
2
6
5
1
5
9
2
3
7
3
7
1
1
1
3
1
5
4
9
5
3
4
6
4
0
3
1
2
9
1
8
1
2
1
0
8
4
2
Source/Calculation: I.3.6
Year: 2003
Final Report
221
Only Participants with All the Data are Shown
7416
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Vehicular Accident Rate per 1,000,000 Miles
Meter Reading
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
8.08
0.00 <= 0.44
0.44 <= 8.71
8.71 <= 13.09
13.09 <= 23.10
Rate
25.00
2
0
.
1
0
2
3
.
1
0
20.00
1
4
.
8
8
15.00
1
1
.
3
0
10.00
8
.
7
1
8
.
9
0
2
0
2
3
5.00
0
.
0
0
0
.
0
0
2
7
7
0
.
3
4
0
.
5
5
5
2
5
1
.
0
0
0.00
1
1
5
3
8
4
1
5
1
2
9
3
4
6
8
9
1
0
1
1
1
2
1
3
2
2
6
5
5
3
1
3
3
3
5
3
7
4
0
4
4
4
6
4
9
5
0
5
3
1
8
Source/Calculation: I.4.1
Year: 2003
Final Report
222
Only Participants with All the Data are Shown
7009
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Vehicular Accident Rate per 1,000,000 Miles
Field Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
4.80
0.00 <= 0.10
0.10 <= 3.32
3.32 <= 8.27
8.27 <= 13.70
Vehicular Accident Rate
14.00
1
1
.
3
3
12.00
1
3
.
7
0
9
.
9
8
10.00
8.00
6
.
5
5
5
.
1
5
6.00
4.00
2
.
5
3
3
.
3
2
2.00
0
.
0
0
0
.
0
0
0
.
0
3
0
.
1
6
1
2
7
5
2
5
0.00
2
0
8
4
0
7
4
1
5
1
3
8
4
4
1
2
1
3
1
5
1
8
2
3
2
6
2
9
3
1
3
3
1
1
3
7
1
0
4
6
4
9
5
0
5
3
5
5
2
3
4
6
9
3
5
Source/Calculation: I.4.2
Year: 2003
Final Report
223
Only Participants with All the Data are Shown
7417
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Vehicular Accident Rate per 1,000,000 Miles
Field Credit & Collections
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3.96
0.00 <= 0.00
0.00 <= 0.06
0.06 <= 6.06
6.06 <= 15.94
Rate
16.00
1
5
.
9
4
14.00
1
1
.
3
3
12.00
10.00
8.00
6.00
4
.
3
0
4.00
2.00
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
1
3
4
1
2
7
2
0
1
5
0.00
1
5
5
1
3
8
2
9
3
4
6
7
8
9
1
0
1
1
1
2
1
3
1
8
2
2
6
5
5
3
1
3
3
3
5
3
7
4
0
4
4
4
6
4
9
5
0
5
2
5
3
2
3
Source/Calculation: I.4.3
Year: 2003
Final Report
224
Only Participants with All the Data are Shown
50221
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Vehicular Accident Rate per 1,000,000 Miles
Billing & Payment Services
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.00
0.00 <= 0.00
0.00 <= 0.00
0.00 <= 0.00
0.00 <= 0.00
Rate
1.00
0.90
0.80
0.70
0.60
0.50
0.40
0.30
0.20
0.10
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
5
1
4
1
3
8
2
7
2
0
5
1
0.00
2
6
3
4
6
7
8
9
1
0
1
1
1
2
1
3
1
5
2
2
3
5
5
2
9
3
1
3
3
3
5
3
7
4
0
4
4
4
6
4
9
5
0
5
2
5
3
1
8
Source/Calculation: I.4.4
Year: 2003
Final Report
225
Only Participants with All the Data are Shown
50220
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Vehicular Accident Rate per 1,000,000 Miles
All Customer Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
4.77
0.00 <= 1.45
1.45 <= 4.63
4.63 <= 6.79
6.79 <= 12.12
Rate
14.00
1
1
.
8
3
12.00
1
2
.
1
2
10.00
7
.
1
7
8.00
6.00
2
.
8
1
4.00
2.00
0
.
0
0
0
.
0
8
2
7
5
2
0
.
2
8
3
.
8
0
4
.
6
3
4
.
6
3
5
5
3
5
.
2
9
7
.
4
6
5
.
6
3
1
.
0
0
0.00
5
1
2
0
1
5
7
5
0
2
3
6
3
8
4
1
3
1
4
8
9
1
0
1
1
1
2
1
3
1
8
2
2
9
5
3
3
3
3
5
3
7
4
0
4
4
4
6
4
9
5
1
2
6
Source/Calculation: I.4.5
Year: 2003
Final Report
226
Only Participants with All the Data are Shown
7419
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Severity Index
Meter Reading
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
144.2
0.0 <= 4.7
4.7 <= 73.2
73.2 <= 219.4
219.4 <= 622.1
Lost Time - Meter Reading
700.0
6
2
2
.
1
600.0
500.0
400.0
2
4
8
.
9
300.0
200.0
1
0
7
.
4
100.0
0
.
0
0
.
0
2
.
9
9
.
8
2
0
7
5
1
2
3
2
8
1
.
0
1
3
0
.
9
3
9
.
1
0.0
5
4
9
3
8
1
5
4
4
4
1
2
7
2
3
4
6
8
9
1
0
1
1
1
2
1
3
1
2
6
5
5
2
9
3
1
3
3
3
5
3
7
4
0
4
6
5
0
5
2
5
3
1
8
Source/Calculation: I.5.1
Year: 2003
Final Report
227
6523
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Severity Index
Field Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
61.0
0.0 <= 11.5
11.5 <= 50.0
50.0 <= 90.7
90.7 <= 150.4
Lost Time - Field Service
160.0
1
3
8
.
1
140.0
1
5
0
.
4
120.0
100.0
8
0
.
6
9
0
.
2
9
1
.
3
3
8
4
0
80.0
4
7
.
3
60.0
5
0
.
0
40.0
20.0
0
.
0
0
.
0
2
7
7
6
.
7
1
6
.
2
0.0
8
5
4
9
5
1
2
0
4
4
4
1
2
3
2
3
4
6
9
1
0
1
1
1
2
1
3
1
1
8
5
5
2
6
2
9
3
1
3
3
3
5
3
7
4
6
5
0
5
2
5
3
1
5
Source/Calculation: I.5.2
Year: 2003
Final Report
228
6524
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Severity Index
Call Center
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
25.8
0.0 <= 0.0
0.0 <= 2.2
2.2 <= 21.6
21.6 <= 102.8
Lost Time - Call Center
120.0
100.0
9
6
.
3
9
6
.
5
1
5
4
1
1
0
2
.
8
80.0
60.0
40.0
1
5
.
7
20.0
0
.
0
0
.
0
0
.
0
0
.
0
0
.
0
3
8
2
7
2
0
7
5
2
.
0
2
.
0
2
.
4
2
3
4
4
9
2
1
.
0
2
1
.
8
5
3
5
1
0.0
1
1
4
4
2
9
2
3
6
8
9
1
0
1
2
1
3
1
2
6
5
5
3
1
3
3
3
5
3
7
4
0
4
6
5
0
5
2
1
8
Source/Calculation: I.5.3
Year: 2003
Final Report
229
6525
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Severity Index
Field Credit & Collections
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
19.1
0.0 <= 0.0
0.0 <= 0.0
0.0 <= 15.8
15.8 <= 129.3
Lost Time - Call Center
140.0
1
2
9
.
3
120.0
100.0
80.0
60.0
4
0
.
8
40.0
2
1
.
0
20.0
0
.
0
0
.
0
0
.
0
0
.
0
0
.
0
0
.
0
0
.
0
5
1
4
9
4
1
2
7
2
0
7
5
0.0
5
3
1
5
3
8
2
6
2
3
4
6
8
9
1
0
1
1
1
2
1
3
1
2
3
5
5
2
9
3
1
3
3
3
5
3
7
4
0
4
4
4
6
5
0
5
2
1
8
Source/Calculation: I.5.4
Year: 2003
Final Report
230
50222
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Severity Index
Billing & Payment Servics
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3.5
0.0 <= 0.0
0.0 <= 0.0
0.0 <= 0.0
0.0 <= 21.0
Lost Time - Call Center
25.0
2
1
.
0
20.0
1
3
.
5
15.0
10.0
5.0
0
.
0
0
.
0
0
.
0
0
.
0
0
.
0
0
.
0
0
.
0
0
.
0
5
1
4
9
4
4
4
1
3
8
2
7
2
0
7
0.0
5
5
3
2
3
2
3
4
6
8
9
1
0
1
1
1
2
1
3
1
1
8
5
5
2
6
2
9
3
1
3
3
3
5
3
7
4
0
4
6
5
0
5
2
1
5
Source/Calculation: I.5.5
Year: 2003
Final Report
231
50223
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Lost Time Severity Index
All Customer Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
35.0
0.0 <= 4.8
4.8 <= 10.8
10.8 <= 51.6
51.6 <= 120.5
All Customer Service
140.0
120.0
1
0
8
.
4
1
0
8
.
4
4
4
4
1
1
2
0
.
5
100.0
7
7
.
5
80.0
60.0
4
3
.
5
40.0
20.0
0
.
0
0
.
0
0
.
0
0
.
7
2
7
7
2
6
6
4
.
8
8
.
3
9
.
5
9
.
5
1
0
.
8
1
1
5
5
3
5
1
6
.
1
5
1
.
6
2
4
.
6
0.0
2
3
2
0
3
3
5
1
4
9
3
8
1
5
2
9
2
4
8
9
1
0
1
2
1
1
8
5
3
3
1
3
5
3
7
4
0
4
6
5
0
5
2
1
3
Source/Calculation: I.5.6
Year: 2003
Final Report
232
9112
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Most Successful Initiatives for Reducing Injuries/Illnesses
1 = Lowest, 5 = highest
Question
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
5
-
-
-
4
-
-
1 3 5 5
-
5 2 5 5
-
-
3 1
-
5 2 5 5
-
5
-
2
-
3 1 3
-
5
-
2
-
-
2
-
-
3 4 4
-
-
4 2
-
4 1 1
-
4 3
-
-
-
1 3
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5
-
3
-
4
-
-
-
-
3 1
-
-
-
-
5
-
-
-
-
-
-
1 1 4
-
4
-
-
-
5 5 5
-
-
5 3
-
-
2 4
-
-
-
-
-
-
-
-
5
-
2 3
-
-
-
-
-
-
-
-
-
-
-
-
-
-
3
-
-
-
-
-
-
-
-
-
4 3
-
-
-
-
-
2
-
-
1
-
-
-
-
4
-
1
-
4
-
-
-
-
-
-
-
-
-
Total
1. Training:
-
4 2
1 2 1 5
-
-
76
3 1
-
2
59
-
-
-
-
1
5
-
5
-
-
3 3
42
-
2 4
-
4
-
-
5
54
-
-
-
-
-
-
-
5
-
15
-
-
-
-
-
-
-
-
-
12
2. Formal Safety Meetings:
3. Umbrellas for Field Personnel:
4. Connecting Safety Goals and
Profit Sharing Plan:
-
5. Daily Tailgate Meetings:
6. Peer-to-Peer Behavioral
Observation :
7. Modified Duty:
-
Source/Calculation: I.6.1
Year: 2003
Final Report
233
1000029
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Most Successful Initiatives for Reducing Injuries/Illnesses
1 = Lowest, 5 = highest
Question
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
5
-
-
1
-
1 2
-
4
-
-
-
-
3 1 3 3
-
-
-
-
-
-
-
-
-
-
-
4 2
-
31
-
-
-
-
1 2 2
-
4
-
-
-
1
-
-
-
-
1 1
-
-
-
-
-
-
-
3 3 3 2
-
2
-
-
-
25
5
-
4
-
-
-
5
-
-
-
5
-
-
3
-
2
-
-
-
-
-
-
-
-
-
5 2
-
-
-
1
-
3
-
4
39
-
-
-
4
-
5
-
-
1
-
-
-
-
-
-
-
4
-
-
-
-
1 3
-
-
-
-
1
-
-
-
-
2 4
-
25
5
-
-
-
2 3
-
4
-
-
-
-
2 4
-
1
-
2 2
-
-
2 5 4 2 3 4
-
5 5 3 5
-
1
-
64
-
-
-
-
-
-
3
-
-
-
-
-
-
-
-
-
-
-
-
-
1
-
-
-
13
Total
8. Ergonomics Program:
-
-
2
-
9. Communicate Near Misses:
10. Defensive Driving Training:
11. Dog Training:
12. Safety Audits and Incident
Review s:
99. Other:
-
-
-
-
5
-
-
-
-
4
-
Source/Calculation: I.6.8
Year: 2003
Final Report
233.1
1000302
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Most Successful Initiatives for Reducing Injuries/Illnesses
1 = lowest, 5 = highest
Q: Please rank your most suc c essful initiativ es for reduc ing injuries/ illnesses?
Behavioral Based Safety Process
High Level of Employee Involvement
Hi
h Lmedical
l f intervention
S f t A
early
Management support
Regional specific
System for Supervisors to conduct regular safety inspections/discussions w ith their staff
Source/Calculation: I.6.99
Year: 2003
Final Report
233.2
9106
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Features of Safety Program With The Most Positive Impact On
Safety Record
Please rank the top five (1 = lowest, 5 = highest)
Question
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
1. Corporate Goals Tied To
Employee Compensation:
-
-
3
-
4
-
-
-
-
-
-
4
-
-
-
-
-
-
-
-
-
-
-
-
1 3
-
5
-
-
5
-
-
-
3
28
2. Corporate Incentives For
Management:
-
-
-
-
-
5
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
4
-
-
-
-
-
-
-
-
-
2
-
11
3. Corporate Incentives For
Employees:
-
-
-
5
-
-
-
4
-
-
-
-
-
1
-
5 5 5 4
-
-
4
-
-
-
-
-
-
-
-
-
-
-
-
-
33
5
-
2 4 3 1 5 2
-
-
-
-
5 2
-
-
4 1 5
-
-
2 3
-
-
1 1
-
4 3
-
3 1 3 2
62
5
-
1 3 5
-
4 1
-
-
-
5 4 4
-
4 3 4 2
-
-
-
4
-
2 4 5 4
-
2 2 2 3
-
1
74
5
-
-
-
-
-
3
-
2
-
5
-
-
-
-
-
-
-
-
-
-
-
-
-
5
-
-
-
-
-
-
-
2
-
-
22
-
-
-
-
-
-
-
-
-
-
-
-
-
3
-
-
-
-
-
-
-
-
-
-
-
-
2
-
-
-
-
-
-
-
-
5
5
-
-
2
-
-
2 3 3
-
-
-
-
-
-
3 2 2 3
-
-
-
-
-
-
-
-
3
-
-
-
-
4
-
-
32
Total
4. Safety Meetings:
5. Safety Training:
6. In-House Driver Training:
7. Driver Training By Third Party:
8. Ergononic
Training/Assessment:
Source/Calculation: I.7.1
Year: 2003
Final Report
234
50004
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Features of Safety Program With The Most Positive Impact On
Safety Record
Please rank the top five (1 = lowest, 5 = highest)
Question
9. First Aid Training:
10. Accident Review s:
11. Close-call Review s:
12. Surprise Safety Inspections:
13. Tool Testing:
14. Vehicle Inspections:
15. Office Workers Included In
Program:
16. CPR Training:
17. Rescue Training:
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1
-
-
-
-
1
5
-
-
1 2 2
-
5 5
-
1 3 1
-
-
-
1
-
1
-
-
3
-
-
4 5 3 2 3
-
-
-
5 5
-
57
-
-
-
-
-
-
1
-
4
-
-
-
2
-
-
-
-
-
-
-
-
-
2
-
-
-
4
-
2 1
-
1
-
-
-
17
-
-
-
-
1
-
-
-
-
-
-
-
-
5
-
1
-
-
-
-
-
-
5
-
3
-
-
-
-
-
-
-
-
-
-
15
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
-
-
-
-
-
4
-
-
-
-
-
-
3
-
-
-
5
-
-
-
-
-
-
-
-
-
-
-
-
-
12
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
Total
Source/Calculation: I.7.9
Year: 2003
Final Report
235
50005
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Features of Safety Program With The Most Positive Impact On
Safety Record
Please rank the top five (1 = lowest, 5 = highest)
Question
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
-
-
-
-
-
-
-
-
-
-
-
2
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1
-
3
-
-
-
-
-
4
-
-
-
-
-
-
-
-
-
2
-
-
-
-
-
1
-
-
-
2
-
-
5 5 4 5
-
-
-
28
20. Reminders/Posters, Banners,
Stickers:
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1
-
-
1
-
-
-
-
-
-
-
-
-
2
-
-
-
-
-
-
-
-
1
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
5
-
4
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
4
13
-
-
5
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5
10
-
-
-
-
-
3
-
-
-
-
-
1
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
4 3 4
-
4
-
19
-
-
-
-
-
-
-
-
-
-
-
-
3
-
-
-
-
-
-
-
-
-
-
5
-
-
-
1 1
-
-
-
-
10
18. Safety Audits By Outside
Consultants:
-
-
Total
19. In-house Safety Audits:
21. Seat Belt Use Policy:
22. Website Safety Tracking &
Reporting:
23. Company Driver Policy:
24. Accident Prevention Manual:
25. Job Safety Analysis:
99. Other:
-
-
Source/Calculation: I.7.18
Year: 2003
Final Report
236
60004
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Features of Safety Program With The Most Positive Impact On
Safety Record
Q: W hat features of your Safety Program hav e had the most positiv e impac t on your safety rec ord?
BBS process steering teams keep all employees updated and involved in the process.
BBS process w as expanded to include office employees as w ell as field employees.
early medical intervention
Safety Teams
Senior Managment committment to Safety
Tuesday morning safety briefs
Source/Calculation: I.7.99
Year: 2003
Final Report
236.1
1000303
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Safety Incentive Program
Q: Please desc ribe your safety inc entiv e program and inc lude what your maximum payout is.
20 % OF BONUS TIED TO SAFETY
Each AOR has established a recognition program that meets their needs. The programs includes safety celebrations, small gifts and prizes. The maximum average
pay out for annual safety success (no OSHA injuries for a year) ranges from $65 to $250.
Employees earn points for a day off - for details call 816-245-3912
Management employees incented through all goals program -- maximum payout is 1% of gross - for safety meetings, safety observations and "injury free days"
No monetary incentive's direclty related to safety. Part of mgmt's Performance Management Program. Workgroups rew arded w ith safety luncheons, Director's
aw ards and Safety Health & Claims Circle of Safety Aw ard.
One vacation day given if an individual does not have a recordable injury, at fault accident, or safety violation in the year's time
Safety accounts for 5% of the Corporate Incentive Program.
Safety incentive program is one segment of the All Employee Goals. The maximum payout for the safety segment of the All Employee Goals is 1% of base salary.
Safety is one of ten goals. Incentive is a percent of base salary based on the number of goals atained.
Safety is one of ten incentive goals. Payout is a percentage of base salary based on the number of goals achieved
Safety is one of the measure used to determine incentives it makes up 5%
Safety is view ed as a hurdle that must be met to achieve full payout of any incentive. If the safety target goal is met then 100% is paid out. If the safety target is
missed by less than 20%, then 50% of the aw ard amount is paid out.
Safety represents 20% of total Performance Incentive Plan, w hich varies from less than 5 % to greater than 15% of a non-bargaining unit employee's base salary
Standard SCSASAAR5 -mpurpose of the standard is to set out w ays that are recognised and rew arded for safety achievements or contributions. Different payou
structures are catered for under different categories and aw ards are made based on very specific cr
Temporary assignment
The Safety Incentive Program pays employees as a group for having no recordables, no vehicular accidents, and no lost time injuires. If the group goes 6 months
0/0/0, they receive a 1% payout on their pensionable w ages. Also, Zero Hero program.,
Those field departments that can fo 1,2,3,4,etc yrs w ithout lost time injury have so much money directed tow ards that dept receiving a breakfast or lunch.
To have zero incidents (personal injuries and preventable vehicle accidents combined) in an area per quarter. Maximum payout is 8 hours comp time.
Source/Calculation: I.8.1
Year: 2003
Final Report
237
60005
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Modified Light) Duty Program
To Mitigate The Impact of Lost Time Due To Work Injury
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
89.3%
1. Yes:
2. No:
10.7%
Source/Calculation: I.9.1
Year: 2003
Final Report
238
60006
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Method Used to Successfully Reduce Lost-Time
By Using Modified Duty
Q: Please desc ribe how you hav e suc c essfully reduc ed your lost-time by using modified duty?
Able to modify duties to accommodate for any restrictions
Company has alw ays utilized modified duty options
Employees are encouraged to come to w ork and not miss days
Employees are encouraged to come to w ork.
faster return to w ork
Focus on reducing injuries
Frm 50/yr average to 15/yr avergae
From 50/yr average to 15/yr average
if department can accommodate restrictions, emp. returns to job or perfroms other tasks w /in parameters of the restrictions.
If employees are able to return to w ork in a limited capacity it reduces lost time incidents
Kept employees productive w ith office, clerical activities - very active nurse practitioners
Lost time injuries w ere reduced as a result of the implementation of a Return to Work process last year., Employees now report to a transitional duty assignment th
meets their physical restrictions until they are able to return to their normal job
People perform internal tasks that support organizational objectives
Place employees on office duty until they are fully recovered.
Provide office w ork for field assoiciates. Modified duty rate w as 2.76 for 2003.
Restrictians are identified by employees physican.Inhouse nurse and employee's supervisor w ork together to identify jobs employee can perform w ithin
restrictions.Employee does not lose touch w ith w orkplace and reasonable targets can be set for full return
Supervisor's meet w /doc's & discuss ee's current job tasks & more frequent & scheduled breaks. Also discuss w /doc's possibility of offerring ee light duty vs. tim
off the job (i.e. w orking on components of job not impacting injury or reduced hours.
TEMPORARILY REASSIGNED.
THIS HAS ALLOWED THEM TO BE PRODUCTIVE ON THE JOB WHILE RECOVERING INSTEAD OF SITTING AT HOME
We bring back employees to perform desk or other w ork as allow ed by their limitations.
We returned to w ork any employee w ith temporary restrictions (w hen service connected injury)
Source/Calculation: I.10.1
Year: 2003
Final Report
239
60007
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Field Service Modified Duty Cases
Per FSR
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.586
0.000 <= 0.022
0.022 <= 0.104
0.104 <= 0.615
0.615 <= 3.043
Cases per FSR
3.500
3
.
0
4
3
3.000
2.500
2
.
0
0
0
2.000
1.500
1.000
0.500
0
.
0
0
0
0
.
0
0
0
0
.
0
0
0
0
.
0
3
0
0
.
0
5
1
0
.
0
9
4
0
.
1
1
4
4
4
4
1
2
7
3
3
8
4
0
5
5
0
.
4
0
0
0
.
5
8
2
0
.
7
1
4
0.000
5
2
5
1
5
4
9
2
0
1
8
2
4
6
7
8
9
1
0
1
1
1
2
1
1
5
5
3
2
3
2
6
2
9
3
1
3
3
3
5
3
7
4
6
5
0
1
3
Source/Calculation: I.11.1/H.4.1
Year: 2003
Final Report
240
Only Participants with All the Data are Shown
9113
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Meter Reading Modified Duty Cases
Per Meter Reader
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.084
0.004 <= 0.023
0.023 <= 0.059
0.059 <= 0.073
0.073 <= 0.425
Cases Per Meter Reader
0.450
0
.
4
2
5
0.400
0.350
0.300
0.250
0.200
0.150
0.100
0.050
0
.
0
0
4
0
.
0
0
6
3
5
4
4
0
.
0
1
3
0
.
0
3
3
0
.
0
5
6
0
.
0
5
9
0
.
0
6
3
5
2
2
3
2
0
0
.
0
7
2
0
.
0
7
3
4
9
5
0
.
1
1
8
0.000
5
3
4
1
3
8
5
1
1
5
2
3
4
6
7
8
9
1
0
1
1
1
1
3
5
5
1
8
2
6
2
7
2
9
3
1
3
3
3
7
4
0
4
6
5
0
1
2
Source/Calculation: I.11.2/H.6.1
Year: 2003
Final Report
241
Only Participants with All the Data are Shown
9114
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Call Center Modified Duty Cases
Modified Duty Cases per CSR
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.008
0.000 <= 0.000
0.000 <= 0.000
0.000 <= 0.012
0.012 <= 0.032
Modified Duty Cases per Rep
0.035
0
.
0
3
2
0.030
0
.
0
2
2
0.025
0.020
0
.
0
1
2
0.015
0
.
0
1
3
0.010
0.005
0
.
0
0
0
0
.
0
0
0
0
.
0
0
0
0
.
0
0
0
0
.
0
0
0
0
.
0
0
0
5
5
5
1
4
9
4
1
3
3
2
7
0.000
5
3
5
2
0
5
2
1
8
2
3
4
6
7
8
9
1
0
1
1
1
2
1
1
5
5
0
2
3
2
6
2
9
3
1
3
5
3
7
3
8
4
0
4
4
4
6
1
3
Source/Calculation: I.11.3/H.2.1
Year: 2003
Final Report
242
Only Participants with All the Data are Shown
9115
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Modified Duty Cases
Modified Duty Cases per Field Credit & Collections
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.053
0.000 <= 0.000
0.000 <= 0.019
0.019 <= 0.035
0.035 <= 0.286
Modified Duty Cases per Rep
0.300
0
.
2
8
6
0.250
0.200
0.150
0.100
0.050
0
.
0
0
0
0
.
0
0
0
0
.
0
0
0
5
1
4
1
2
7
0
.
0
1
9
0
.
0
2
6
0
.
0
4
3
0.000
3
3
3
8
5
3
1
1
2
0
2
3
4
5
6
7
8
9
1
0
1
2
1
3
1
1
8
5
5
2
3
2
6
2
9
3
1
3
5
3
7
4
0
4
4
4
6
4
9
5
0
5
2
1
5
Source/Calculation: I.11.5/H.12.3
Year: 2003
Final Report
244
Only Participants with All the Data are Shown
50225
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Modified Duty Cases
Modified Duty Cases per All Customer Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.041
0.001 <= 0.005
0.005 <= 0.014
0.014 <= 0.056
0.056 <= 0.208
Cases per FTE
0.250
0
.
2
0
8
0.200
0.150
0
.
0
8
8
0.100
0.050
0
.
0
0
1
0
.
0
0
2
0
.
0
0
4
4
4
3
5
4
1
0
.
0
0
4
0
.
0
0
6
0
.
0
0
8
0
.
0
0
9
6
5
3
5
3
3
0
.
0
1
2
0
.
0
1
6
0
.
0
2
0
0
.
0
3
0
0
.
0
9
6
0
.
1
0
4
0
.
0
4
5
0.000
1
1
2
3
7
3
8
5
2
3
5
5
5
1
4
9
2
0
2
4
8
9
1
0
1
2
1
3
1
1
8
5
0
2
6
2
7
2
9
3
1
3
7
4
0
4
6
1
5
Source/Calculation: I.11.6/(SUM{H.2}+SUM{H.4}+SUM{H.6}+SUM{H.8}+SUM{H.10}+SUM{H.12}+SUM{H.14}+SUM{H.16}+SUM{H.18})
Year: 2003
Final Report
245
9116
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Examples of The Types of Modified (Light) Duty
Made Available To CSRs
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
95.2%
1. Office Work:
2. Filing:
3. Mentoring:
4. Mail Room Work:
5. Correspondence Processing:
99. Other:
61.9%
19.0%
4.8%
47.6%
19.0%
Source/Calculation: I.12.1
Year: 2003
Final Report
246
60008
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Examples of The Types of Modified (Light) Duty
Made Available To CSRs
Q: Please provide examples of the types of modified (light) duty you make available to CSRs.
back office Billing support
ERT Meter Maintenance
Rate Verifications - Contacting customers by phone and updating account records
Address changes - from billing statement messages
C
i
i
f ldi
t
Schedulingd/ Phone follow -up
Source/Calculation: I.12.99
Year: 2003
Final Report
247
60303
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Types of Modified (Light) Duty Made Available to Field Service
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
87.0%
1. Office/Clerical Work:
2. Filing:
3. Mail Room Work:
4. Correspondence Processing:
5. Answ er Phones:
6. Mapping:
7. Security Help:
8. Safety:
9. Pick-up Reads:
99. Other:
26.1%
0.0%
17.4%
47.8%
21.7%
0.0%
26.1%
26.1%
39.1%
Source/Calculation: I.13.1
Year: 2003
Final Report
248
100597
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Types of Modified (Light) Duty Made Available to Field Service
(Cont.)
Q: Please prov ide examples of the types of modified (light) duty you mak e av ailable to Field Serv ic e.
Assist Dispatchers
change of parties, validate meter numbers, validate constants and other field w ork that the doctor approves.
ERT meter Maintenance
Flagging
light mechanical w ork in shop; rider
Rate Verifications - Contacting customers by phone and updating account records
Address changes - from billing statement messages
C
d
i w / Cut i& Collect
f ldi person
t
Rider (a second
person riding
Scheduling / Checking Equipment
Special projects
Source/Calculation: I.13.99
Year: 2003
Final Report
248.1
60301
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Types of Modified (Light) Duty Made Available to Meter Readers
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
90.5%
1. Office/Clerical Work:
2. Filing:
3. Mail Room Work:
4. Correspondence Processing:
5. Answ er Phones:
6. Special Reads:
7. Update Maps; Revise Route Maps:
99. Other:
38.1%
4.8%
14.3%
23.8%
38.1%
47.6%
19.0%
Source/Calculation: I.14.1
Year: 2003
Final Report
249
100598
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Types of Modified (Light) Duty Made Available to Meter Readers
(Cont.)
Q: Please provide examples of the types of modified (light) duty you make available to Meter Readers.
Process customer keys.
Rate Verifications - Contacting customers by phone and updating account records
Address changes - from billing statement messages
C
d
i w /Cut &i Collect
f ldi person
t
Rider (a second
person riding
Scheduling / Checking Equipment
Source/Calculation: I.14.99
Year: 2003
Final Report
249.1
60300
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Reduction In The Number of Hours of Lost Time Last Year
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
1,584
3 <= 387
387 <= 1,224
1,224 <= 1,872
1,872 <= 6,152
Hours Reduced
7,000
6
,
1
5
2
6,000
5,000
4,000
3,000
2,000
9
8
4
1,000
1
,
2
2
4
1
,
7
4
4
1
,
8
7
2
1
,
8
7
2
3
5
5
3
8
7
3
1
8
0
5
0
7
4
4
5
3
3
4
0
5
2
3
8
1
2
1
3
1
5
1
8
2
0
2
3
2
6
2
7
2
9
3
1
1
1
3
7
1
0
4
1
4
6
4
9
5
1
5
3
1
2
4
6
8
9
3
5
Source/Calculation: I.15.1
Year: 2003
Final Report
250
60009
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Percent Reduction of Lost Time Last Year
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
43.2%
100.0% => 50.9%
50.9% => 37.0%
37.0% => 30.3%
30.3% => 10.0%
Percent
100.0%
90.0%
1
0
0
.
0
%
7
2
.
0
%
80.0%
70.0%
6
7
.
0
%
60.0%
4
5
.
5
%
50.0%
4
5
.
5
%
40.0%
3
8
.
0
%
3
6
.
0
%
3
4
.
0
%
3
1
.
0
%
30.0%
2
8
.
0
%
1
1
.
9
%
20.0%
1
0
.
0
%
10.0%
0.0%
7
3
5
5
5
5
3
3
7
3
3
5
0
5
2
4
0
4
4
5
3
2
0
2
4
6
8
9
1
0
1
1
1
2
1
3
1
1
8
5
1
2
3
2
6
2
7
2
9
3
1
3
8
4
1
4
6
4
9
1
5
Source/Calculation: I.16.1
Year: 2003
Final Report
251
60011
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Policy On How Long An Employee May Remain On Light Duty
Before They Are Permanently Replaced
Q: Please desc ribe your polic y on how long an employee may remain on light duty before they are permanently replaced?
6 months or 130 days
6 months or 130 w orking days
Based on medical reports.
CASE BY CASE BASIS
determined on a case by case basis.
Determined on a case-by-case basis, through the treating physician, Worker's comp, HR and ee' supervisor, depending on w ork availability.
Each case is handled on an individual case by case basis.,
Each case is review ed periodically and a reasonable accomodations meeting betw een HR and the employee may be required. Based on this, the light duty duration
may be short or long, but it is not subject to a specific limitation.
Each case is separate, depends on limitations
Emp. w ould have to exhaust their paid sick time & FMLA protection before the Co. w ill proceed w /termination. Emp. w ould be replaced if prognosis limits
performance of key functions & can be placed in another department
No set time
None
None
None
Non-represented employees can remain on light duty for up to six months, after w hich, a job search process is started. Represented employees length on light du
varies by job classification (gas vs. electric and type of job).
Six months if they are fully vested.
This is not w ritten in policy but rather is assessed on case-by-case basis w ith cooperation betw een supervisor,employee, human resources and union.
Typically, transitional duty is limited to 90 days. How ever, this may be extended depending on time the employee has available through FMLA, sick time, and
vacations.
Unlimited
varies
We rely on the attending physician to give feedback. How ever the maximum time in 6 months.
Work is reassessed every 30 days
Source/Calculation: I.17.1
Year: 2003
Final Report
252
60012
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Disciplinary Actions Used for Safety Violations
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
92.9%
1. Yes:
2. No:
7.1%
Source/Calculation: I.18.1
Year: 2003
Final Report
253
60013
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Degree Company Is Involved In Contractor Safety
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
1. Do not monitor contractor
safety:
17.2%
2. Monitor contractor safety
record:
62.1%
3. Implemented safety standards
for contractors:
58.6%
4. Provide safety training to
contractors:
27.6%
5. Conduct safety audits of
contractors:
44.8%
6. Use contractor safety record
to determine eligibility for granting
or renew ing a contract:
99. Other:
51.7%
10.3%
Source/Calculation: I.19.1
Year: 2003
Final Report
254
60015
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Safety
Degree Company Is Involved In Contractor Safety (Cont.)
Q: To what degree is your c ompany inv olv ed in c ontrac tor safety?
Attend our Safety meetings.
contractors w ork to company APR
Require contractors to haver certification of recognition & be CSTS trained. Must comply w ith legislature and EPCOR standards
Source/Calculation: I.19.99
Year: 2003
Final Report
254.1
60304
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
Customer Satisfaction
(###) Report Viewer Record Number
Pg. 255.
Pg. 256.
Pg. 257.
Pg. 258.
Pg. 259.
Pg. 260.
Pg. 261.
Pg. 262.
Pg. 263.
Pg. 264.
Pg. 266.
Pg. 267.
Pg. 268.
Pg. 269.
Pg. 270.
Pg. 271.
Pg. 272.
Pg. 273.
Pg. 274.
Pg. 275.
Pg. 276.
Pg. 277.
(295)
(296)
(297)
(298)
(299)
(300)
(301)
(302)
(303)
(304)
(305)
(306)
(307)
(308)
(309)
(310)
(311)
(312)
(313)
(314)
(315)
(316)
Section Contents
Customer Satisfaction Measurement Scale Used for Each Service - Predominant Scale - 1 to 5 scale, 5 being best; or 100 pt scale, 90 or above
JD Power Score - Electric: Customer Service
JD Power Score - Electric: Billing & Payment
JD Power Score - Electric: Power Quality and Reliability
JD Power Score - Electric: Price and Value
JD Power Score - Electric: Company Image
JD Power Score - Electric: Overall Customer Satisfaction Index
JD Power Overall Satisfaction Score - Electric
JD Power Overall Satisfaction Score - Gas
Areas Where Customer Satisfaction is Measured Determining Residential Customer Satisfaction Residential Customer Satisfaction Information Regularly Gathered Measures of Residential Customer Satisfaction Tracked - For Call Center Transactions
Measures of Residential Customer Satisfaction Tracked - For Field Service Transactions
Techniques Used To Regularly Survey Residential Customers Satisfaction on their Transactions Determining Which Residential Customers Will Participate in the Survey Systematic Experiments to See Customer Reaction to Different Levels of Service Techniques Used To Regularly Survey Commercial/Industrial Customers Satisfaction Levels Percent of Customers Surveyed Responding to Customer Satisfaction Questions Areas Mandated by your Commission or Regulatory Agency to Attain Service Levels or Satisfaction Levels In Satisfaction Targets Required by Your Commission -
XVII
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Customer Satisfaction Measurement
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
67.7%
1. JD Pow er:
2. ASCI:
3. Internal Measures:
99. Other:
25.8%
61.3%
58.1%
Source/Calculation: J.2.1
Year: 2003
Final Report
255
50285
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Scale Used for Each Service - Predominant Scale
1 to 5 scale, 5 being best; or 100 pt scale, 90 or above
Question
1
1. Overall Satisfaction:
2. Call Center-Telephone
Answ ering:
3. New Service Connections :
4. Field Services:
5. Meter Reading:
6. Billing:
7. High Bill Follow -up:
8. Credit:
2
3
0
97
80
0
97
0
0
97
0
0
97
83
3
0
97
0
0
97
0
0
97
0
0
97
0
0
98
0
99. Other:
4
1
to
5
0
to
10
5
6
7
0
1
1
to 10
10 10
10
5
1 b 1i
poin to 10
10 10
5
1 b i
0
to poin to
10
10
0
5l 1
to poin to
10
10
0
n/a
1
to
10
8
1
0
9
0
1
1
to 10 to
7 w ith 10
0
1l
1
to 10 to
7 w ith 10
l
0
1
1
1
1
2
1
7
1
7
1
3
1
5
1 100
to
7 poin
1l
to
7
l
1
8
2
0
88
7
85
7
to 5
7 w ith
0
1
to 10
7 w ith
85
6
n/a
2
3
1
to
5
2
6
2
7
0
to
10
0i h
1
to
10
10
1
0
to to
10 10
(10
0
0i h
to to
10 5
(10
0
0
to
10
10
1
to
10
10
1
to to
10 10
(10 i h
to
10
10
1
n/a
to
10
10
1
0
1
0 10
1
to
to 10
10
10 10
10
b i
5
0
1
to 10
7 w ith
n/a poin
n/a
n/a
to
10
10
1
n/a n/a
n/a
n/a
to
10
10
1
to
10
scale
1
7
81
7
0
0
to to
10 10
ih
86
1
to
10
10
1
2
9
3
1
3
3
3
5
3
7
0
100 10 70
scale
0
10 64
scale
1
to
5
1
to
5
3
8
4
0
0
0
to 100 10
10
10
b
0
0
to 100 10
10
10
b
0
to 100
10
0
10
scale
n/a 100
0
10 66
scale
0
to 100
10
0
98 10 74
scale
4
1
0
0
to 100 10
10
10
b
n/a 100
0
to 100
10
0
10
10
best
4
4
4
6
1
10
to
poin
6
1l
10
to
poin
6
1l
10
to
poin
6
1l
10
to
poin
6
1l
10
to
poin
6
l
10
poin
1
10
to
poin
6
1l
10
to
poin
6
l
4
9
5
0
1
to
10
10
1
5
1
%
8
8 to 10
10 10
10
1
to
10
10
1
5
2
0
to
4
0l
5
3
1
to to
4 10
0l
to
4
0l
5
Perc ent
5
80
0
0
%
5
1
83
8 to
to to
3
10 10 8
4 10
10
l
1 10 mbin
0
to
core
10
10
1
mbin
0
to
core
10
10
0
1
0
to to
4 10
0l 1
0
to to
4 10
l
0
77.1%
82.9%
51.4%
62.9%
48.6%
65.7%
40.0%
40.0%
17.1%
Source/Calculation: J.3.1
Year: 2003
Final Report
256
1000031
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
JD Power Score
Electric: Customer Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
105.0
115.0 => 107.5
107.5 => 104.5
104.5 => 103.0
103.0 => 95.0
Rating
120.0
1
1
5
.
0
1
1
1
.
0
1
0
8
.
0
1
0
6
.
0
1
0
5
.
0
1
0
4
.
0
1
0
3
.
0
1
0
3
.
0
2
3
7
5
2
4
1
3
8
5
2
7
4
1
0
0
.
0
100.0
9
5
.
0
80.0
60.0
40.0
20.0
0.0
1
1
2
9
3
1
2
3
6
8
9
1
0
1
2
1
3
1
5
1
8
1
2
6
5
5
3
3
3
5
3
7
4
0
4
4
4
6
4
9
5
0
5
1
5
3
2
0
Source/Calculation: J.4.1
Year: 2003
Final Report
257
Only Participants with All the Data are Shown
1000035
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
JD Power Score
Electric: Billing & Payment
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
102.2
109.0 => 103.0
103.0 => 102.0
102.0 => 101.0
101.0 => 95.0
Rating
120.0
1
0
9
.
0
1
0
7
.
0
4
2
3
1
0
3
.
0
1
0
2
.
0
1
0
2
.
0
1
0
1
.
0
1
0
1
.
0
1
0
0
.
0
7
4
1
3
8
2
7
1
1
5
100.0
9
5
.
0
80.0
60.0
40.0
20.0
0.0
5
2
2
9
2
3
6
8
9
1
0
1
2
1
3
1
5
1
8
1
2
6
5
5
3
1
3
3
3
5
3
7
4
0
4
4
4
6
4
9
5
0
5
1
5
3
2
0
Source/Calculation: J.4.2
Year: 2003
Final Report
258
Only Participants with All the Data are Shown
1000028
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
JD Power Score
Electric: Power Quality and Reliability
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
101.2
107.0 => 104.0
104.0 => 103.0
103.0 => 97.0
97.0 => 95.0
Rating
120.0
1
0
7
.
0
1
0
4
.
0
1
0
4
.
0
1
0
3
.
0
1
0
3
.
0
3
8
4
7
5
1
0
1
.
0
100.0
9
7
.
0
9
7
.
0
2
7
2
3
9
5
.
0
80.0
60.0
40.0
20.0
0.0
4
1
1
1
5
2
2
9
2
3
6
8
9
1
0
1
2
1
3
1
5
1
8
1
2
6
5
5
3
1
3
3
3
5
3
7
4
0
4
4
4
6
4
9
5
0
5
1
5
3
2
0
Source/Calculation: J.4.3
Year: 2003
Final Report
259
Only Participants with All the Data are Shown
1000034
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
JD Power Score
Electric: Price and Value
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
102.9
108.0 => 107.0
107.0 => 104.0
104.0 => 100.0
100.0 => 92.0
Rating
120.0
1
0
8
.
0
1
0
7
.
0
1
0
7
.
0
1
0
5
.
0
1
0
4
.
0
1
0
3
.
0
1
0
0
.
0
1
0
0
.
0
3
8
5
100.0
9
2
.
0
80.0
60.0
40.0
20.0
0.0
7
2
3
4
1
1
2
7
4
1
5
2
2
9
2
3
6
8
9
1
0
1
2
1
3
1
5
1
8
1
2
6
5
5
3
1
3
3
3
5
3
7
4
0
4
4
4
6
4
9
5
0
5
1
5
3
2
0
Source/Calculation: J.4.4
Year: 2003
Final Report
260
Only Participants with All the Data are Shown
1000033
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
JD Power Score
Electric: Company Image
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
105.0
113.0 => 108.0
108.0 => 106.0
106.0 => 104.0
104.0 => 92.0
Rating
120.0
1
1
3
.
0
1
0
8
.
0
1
0
8
.
0
1
0
7
.
0
1
0
6
.
0
1
0
4
.
0
1
0
4
.
0
1
0
3
.
0
9
2
.
0
100.0
80.0
60.0
40.0
20.0
0.0
4
3
8
2
3
2
7
4
1
7
5
1
1
5
2
2
9
2
3
6
8
9
1
0
1
2
1
3
1
5
1
8
1
2
6
5
5
3
1
3
3
3
5
3
7
4
0
4
4
4
6
4
9
5
0
5
1
5
3
2
0
Source/Calculation: J.4.5
Year: 2003
Final Report
261
Only Participants with All the Data are Shown
1000032
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
JD Power Score
Electric: Overall Customer Satisfaction Index
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
100.6
108.0 => 104.0
104.0 => 102.0
102.0 => 97.8
97.8 => 90.0
Rating
120.0
1
0
8
.
0
1
0
4
.
0
1
0
4
.
0
1
0
4
.
0
1
0
4
.
0
1
0
3
.
0
1
0
2
.
0
1
0
2
.
0
1
0
2
.
0
1
0
0
.
0
100.0
9
7
.
0
9
5
.
0
9
4
.
0
1
3
5
2
9
0
.
0
80.0
60.0
40.0
20.0
0.0
4
4
1
3
8
2
3
7
6
2
7
1
1
5
2
6
4
4
9
3
3
2
3
8
1
0
1
2
1
5
1
8
2
0
1
3
1
5
5
3
5
3
7
4
0
4
6
4
9
5
0
5
1
5
3
2
9
Source/Calculation: J.4.6
Year: 2003
Final Report
262
Only Participants with All the Data are Shown
1000036
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
JD Power Overall Satisfaction Score
Electric
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
100.8
110.0 => 104.0
104.0 => 102.0
102.0 => 96.3
96.3 => 93.0
Rating
120.0
1
1
0
.
0
1
0
8
.
0
1
0
7
.
0
1
0
4
.
0
1
0
4
.
0
1
0
4
.
0
1
0
4
.
0
1
0
3
.
0
1
0
2
.
0
1
0
2
.
0
6
1
1
5
100.0
9
9
.
0
9
8
.
0
9
7
.
0
9
6
.
0
9
5
.
0
9
5
.
0
9
4
.
0
9
3
.
0
2
6
4
9
4
4
2
9
4
6
1
3
5
2
9
80.0
60.0
40.0
20.0
0.0
2
7
4
3
5
7
2
3
3
8
4
1
3
1
2
3
8
1
0
1
2
1
5
1
2
0
5
5
3
3
3
7
4
0
5
0
5
1
5
3
1
8
Source/Calculation: J.5.1
Year: 2003
Final Report
263
Only Participants with All the Data are Shown
9959
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
JD Power Overall Satisfaction Score
Gas
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
99.9
106.0 => 102.0
102.0 => 101.0
101.0 => 95.0
95.0 => 92.0
Rating
120.0
1
0
6
.
0
1
0
6
.
0
1
0
2
.
0
1
0
1
.
0
1
0
1
.
0
1
0
1
.
0
3
8
4
6
2
0
6
100.0
9
5
.
0
9
5
.
0
5
5
5
2
9
2
.
0
80.0
60.0
40.0
20.0
0.0
4
0
3
5
1
2
3
2
4
5
7
8
9
1
0
1
1
1
2
1
3
1
1
8
5
3
2
6
2
7
2
9
3
1
3
3
3
5
3
7
4
1
4
4
4
9
5
0
1
5
Source/Calculation: J.5.2
Year: 2003
Final Report
264
Only Participants with All the Data are Shown
50234
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Areas Where Customer Satisfaction is Measured
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
93.8%
1. Overall Satisfaction:
2. Call Center-Telephone
3. New Service Connections:
4. Account Initiation:
5. Field Services:
6. Meter Reading:
7. Billing:
8. High Bill Follow -up:
9. Credit & Collections:
99. Other:
87.5%
53.1%
40.6%
62.5%
46.9%
71.9%
25.0%
18.8%
31.3%
Source/Calculation: J.6.1
Year: 2003
Final Report
266
50284
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Determining Residential Customer Satisfaction
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
0.0%
1. Do Not Determine:
2. Complaints:
3. Reply Cards:
4. Phone Surveys:
5. Mail Surveys:
6. Focus Groups:
99. Other:
27.3%
18.2%
93.9%
27.3%
33.3%
6.1%
Source/Calculation: J.7.1
Year: 2003
Final Report
267
1000037
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Residential Customer Satisfaction Information Regularly
Gathered
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
1. Do Not Gather:
0.0%
2. Call Center:
96.8%
3. Field Service:
64.5%
4. Meter Reading:
32.3%
5. Local Office:
22.6%
6. Pay Stations:
12.9%
7. Billing:
61.3%
8. Trouble Calls:
38.7%
9. New Construction:
48.4%
10. Deregulation:
12.9%
11. Products and Services Offered:
19.4%
99. Other:
25.8%
Source/Calculation: J.8.1
Year: 2003
Final Report
268
Only Participants with All the Data are Shown
1000038
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Measures of Residential Customer Satisfaction Tracked
For Call Center Transactions
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
0.0%
1. Do Not Measure:
2. Satisfaction With Call Handling:
3. Satisfaction With Resolution:
4. Time To Resolve:
5. Tracking To Completion:
6. CSR Courtesy and Know ledge:
7. First Call Resolution:
8. Hold Time On Phone:
9. Complaints:
10. Other:
93.5%
87.1%
61.3%
22.6%
100.0%
87.1%
74.2%
32.3%
16.1%
Source/Calculation: J.9.1
Year: 2003
Final Report
269
Only Participants with All the Data are Shown
1000039
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Measures of Residential Customer Satisfaction Tracked
For Field Service Transactions
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
28.6%
1. None:
2. Scheduled Appointments Kept:
3. Field Resolution:
4. Wait Time For Appointments:
99. Other:
57.1%
46.4%
25.0%
25.0%
Source/Calculation: J.10.1
Year: 2003
Final Report
270
Only Participants with All the Data are Shown
1000040
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Techniques Used To Regularly Survey Residential Customers
Satisfaction on their Transactions
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
3.1%
1. Do Not Survey:
2. Phone Surveys Of Recent
3. Mail Surveys Of Recent Service
4. Phone Surveys Of Random
5. Mail Surveys Of Random Sample:
6. Complaints:
7. Monitoring:
8. Reply Cards:
9. Website:
10. IVR/VRU Option:
11. Focus Groups:
99. Other:
75.0%
28.1%
53.1%
3.1%
9.4%
18.8%
15.6%
9.4%
0.0%
25.0%
3.1%
Source/Calculation: J.11.1
Year: 2003
Final Report
271
Only Participants with All the Data are Shown
1000041
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Determining Which Residential Customers Will Participate in the
Survey
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
1. Do Not Survey:
Perc en
3.1%
2. All Customers:
3.1%
3. Random Sample Of All Customers:
50.0%
4. All Customers Who Have Recently
Received A Service:
6.3%
5. Random Sample Of Customers Who
Have Recently Received A Service:
87.5%
99. Other:
3.1%
Source/Calculation: J.12.1
Year: 2003
Final Report
272
Only Participants with All the Data are Shown
1000042
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Systematic Experiments to See Customer Reaction to Different
Levels of Service
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
10.3%
1. Yes:
2. No:
89.7%
Source/Calculation: J.13.1
Year: 2003
Final Report
273
Only Participants with All the Data are Shown
1000043
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Techniques Used To Regularly Survey Commercial/Industrial
Customers Satisfaction Levels
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
1. Do Not Survey:
Percent
16.1%
2. Phone Surveys Of Recent
Service Customers:
3. Mail Surveys Of Recent
Service Customers:
4. Phone Surveys Of Random
Sample:
5. Mail Surveys Of Random
Sample:
6. Complaints:
38.7%
25.8%
45.2%
9.7%
9.7%
7. Monitoring:
12.9%
8. Reply Cards:
16.1%
9. IVR/VRU Option:
3.2%
10. Website:
6.5%
11. Focus Groups:
22.6%
12. Web-based/e-mail survey of
recent or random customers:
99. Other:
25.8%
6.5%
Source/Calculation: J.14.1
Year: 2003
Final Report
274
Only Participants with All the Data are Shown
1000044
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Percent of Customers Surveyed Responding to Customer
Satisfaction Questions
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
68%
100% => 100%
100% => 71%
71% => 49%
49% => 15%
Percent of Customers
100%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
9
6
%
9
0
%
90%
8
8
%
8
8
%
80%
7
1
%
7
0
%
70%
6
2
%
5
5
%
60%
5
2
%
5
0
%
5
0
%
50%
4
8
%
4
0
%
40%
2
7
%
30%
2
1
%
2
0
%
3
3
5
20%
1
5
%
10%
0%
8
9
5
1
5
0
4
9
2
6
4
0
1
2
2
7
3
5
5
3
8
3
7
4
4
1
5
5
3
2
0
6
1
0
4
6
5
2
4
1
3
5
3
1
2
9
2
3
1
8
1
3
1
1
7
4
2
1
Source/Calculation: J.15.1
Final Report
275
Only Participants
with All the Data are Shown
2003
Year:
1000045
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Areas Mandated by your Commission or Regulatory Agency to
Attain Service Levels or Satisfaction Levels In
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
37.5%
1. Overall Satisfaction:
2. Call Center-Telephone
3. New Service Connections:
4. Account Initiation:
5. Field Services:
6. Meter Reading:
7. Billing:
8. High Bill Follow -up:
9. Credit & Collections:
10. Outage Responsiveness:
99. Other:
81.3%
31.3%
18.8%
37.5%
25.0%
43.8%
12.5%
12.5%
43.8%
43.8%
Source/Calculation: J.16.1
Year: 2003
Final Report
276
50286
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Customer Satisfaction
Satisfaction Targets Required by Your Commission
Question
1. Overall Satisfaction:
2. Call Center-Telephone
Answ ering:
3. New Service Connections:
4. Account Initiation:
5. Field Services:
6. Meter Reading:
7. Billing:
8. High Bill Follow -up:
9. Credit & Collections:
10. Outage Responsiveness:
99. Other:
1 2 3 4 5 6 7 8 9
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
-
-
-
-
-
-
-
7
5
7 6
5 6
-
-
-
-
-
-
-
-
-
-
-
-
-
6
9
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
7
8
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
8
8
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
7
5
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
7
7
7
6
8
0
7
8
8
1
9
0
9
0
9
0
7
9
8
1
-
-
-
-
Av erage
-
-
74
-
-
74
-
-
-
-
80
-
-
-
-
78
-
-
-
-
81
-
-
-
-
89
-
-
-
-
83
-
-
-
-
90
-
-
-
-
79
-
-
-
-
81
-
-
-
-
Source/Calculation: J.17.1
Year: 2003
Final Report
277
50287
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
Consumer Affairs
(###) Report Viewer Record Number
Pg. 278.
Pg. 279.
Pg. 280.
Pg. 281.
Pg. 282.
Pg. 283.
Pg. 284.
Pg. 285.
Pg. 285.1.
Pg. 287.
Pg. 288.
Pg. 289.
Pg. 289.1.
Pg. 290.
Pg. 290.1.
Pg. 291.
Pg. 292.
Pg. 293.
Pg. 294.
Pg. 294.1.
Pg. 295.
Pg. 296.
Pg. 297.
Pg. 298.
Pg. 299.
Pg. 300.
Pg. 301.
Pg. 302.
Pg. 303.
Pg. 304.
Pg. 305.
Pg. 306.
Pg. 306.1.
Section Contents
(318) Consumer Affairs Expense - Per Adjusted Customer
(319) Consumer Affairs Expense - Per Customer
(320) Consumer Affairs Expense (Including Pensions & Benefits) - Per Adjusted Customer
(321) Consumer Affairs Expense (Including Pensions & Benefits) - Per Customer
(322) Consumer Affairs Expense per Adjusted Customer - Allocated by Commodity
(323) Consumer Affairs Expense per Customer - Allocated by Commodity
(324) Number of Complaints Received Last Year - Complaints Per 100,000 Customers
(325) Unit Expense for a PUC Complaint (326) Consumer Affairs Expense - Per Complaint
(327) Unit Expense for a Customer Complaint Call (328) Regulation By a State/Federal Agency (329) Regulated Customer Complaints Received - Per Customer
(330) Regulated Customer Complaints Received (Cont.) (331) Non-Regulated Customer Complaints Received - Per Customer
(332) Non-Regulated Customer Complaints Received (Cont.) (333) Percent of Total Complaints Received Last Year That Were Resolved (334) Percent of Complaints Completed Within Target Window (335) Percent of Complaints Escalated To a Formal Level - Involving a Hearing With a Judge
(336) Group Handling Formal Complaints (337) Group Handling Formal Complaints (Cont.) (338) Percent of Complaints/Inquiries Received Annually (339) Centralized Group Dedicated To Handling Customer Complaints (340) Toll-Free Number Dedicated for Customer Complaints (341) FTEs Dedicated To Handling Complaints - Per 100,000 Customers
(342) Complaints Handled Per Employee On a Weekly Basis - Completed And/Or Closed Out
(343) Performance Goals To Resolve Complaints Within Specified Time-Frame (344) Time Frame for Goal To Resolve Complaints (345) Complaint Handling Process (346) Definition of a Complaint for Customer Service (347) Customer Satisfaction Surveys on Resolution and Complaint Handling (348) Complaint Handling Group Has a Rewards Recognition (Incentive) Program (349) Definition of a Formal Complaint (350) Definition of a Formal Complaint (Cont.) -
XVIII
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Consumer Affairs
Consumer Affairs Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.44
$0.03 <= $0.10
$0.10 <= $0.21
$0.21 <= $0.54
$0.54 <= $3.23
Expense per Adj. Cust.
$3.50
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
2
7
2
9
1
8
4
3
5
5
5
3
2
7
5
2
4
4
6
2
3
3
5
9
3
1
5
4
9
2
6
5
1
5
0
3
3
4
6
1
0
4
0
2
0
8
1
5
4
1
1
3
7
Direct Labor Expense
Materials
Facilities
Technology
Other
Payroll Overheads
Contract Employee
Vehicles
3rd Party Contractor
Breakdow n Unavailable
1
1
1
2
3
8
Source/Calculation: (C.70.1+C.70.2+C.70.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
278
Calculation shown is for the first piece of the stacked bar only.
10039
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Consumer Affairs
Consumer Affairs Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.52
$0.04 <= $0.10
$0.10 <= $0.23
$0.23 <= $0.58
$0.58 <= $4.24
Expense per Customer
$4.50
$4.00
$3.50
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
7
2
2
9
1
8
4
3
5
5
5
3
2
7
4
4
5
2
2
3
3
5
9
6
5
3
1
4
9
5
1
5
0
2
6
3
3
4
6
1
0
4
0
2
0
8
1
5
4
1
1
3
7
Direct Labor Expense
Materials
Facilities
Technology
Other
Payroll Overheads
Contract Employee
Vehicles
3rd Party Contractor
Breakdow n Unavailable
1
1
1
2
3
8
Source/Calculation: (C.70.1+C.70.2+C.70.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
279
Calculation shown is for the first piece of the stacked bar only.
50356
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Consumer Affairs
Consumer Affairs Expense (Including Pensions & Benefits)
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.52
$0.04 <= $0.11
$0.11 <= $0.25
$0.25 <= $0.57
$0.57 <= $3.77
Expense per Adj. Cust.
$4.00
$3.50
$3.00
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
7
1
8
2
2
9
3
5
5
2
7
4
5
3
5
2
4
4
3
5
6
2
3
9
3
1
5
4
9
2
6
5
0
5
1
3
3
4
6
1
0
4
0
2
0
8
1
5
Direct Labor Expense
Materials
Facilities
Technology
Other
Payroll Overheads
Contract Employee
Vehicles
3rd Party Contractor
Breakdow n Unavailable
4
1
1
3
7
1
1
1
2
3
8
Pensions & Benefits
Source/Calculation: (C.70.1+C.70.2+C.70.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
280
Calculation shown is for the first piece of the stacked bar only.
1000161
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Consumer Affairs
Consumer Affairs Expense (Including Pensions & Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.61
$0.04 <= $0.11
$0.11 <= $0.25
$0.25 <= $0.64
$0.64 <= $4.78
Expense per Customer
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
7
2
1
8
3
5
5
2
9
2
7
4
5
3
4
4
5
2
3
5
2
3
9
6
4
9
5
3
1
5
0
2
6
5
1
3
3
4
6
1
0
4
0
2
0
8
1
5
Direct Labor Expense
Materials
Facilities
Technology
Other
Payroll Overheads
Contract Employee
Vehicles
3rd Party Contractor
Breakdow n Unavailable
4
1
1
3
7
1
1
1
2
3
8
Pensions & Benefits
Source/Calculation: (C.70.1+C.70.2+C.70.3)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
281
Calculation shown is for the first piece of the stacked bar only.
1000162
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Consumer Affairs Expense per Adjusted Customer
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.40
$0.04 <= $0.11
$0.11 <= $0.24
$0.24 <= $0.60
$0.60 <= $1.37
Expense per Adj. Cust.
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
7
4
3
5
5
5
3
2
7
5
2
4
4
6
2
3
3
5
9
Electric Percentage
3
1
5
4
9
2
6
Gas Percentage
5
1
5
0
4
6
3
3
1
0
2
9
1
3
Water
4
0
2
0
8
1
5
4
1
1
3
7
2
1
8
1
1
1
2
3
8
Other
Source/Calculation: (SUM{C.70}*C.71.1)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2003
Final Report
282
Calculation shown is for the first piece of the stacked bar only.
9194
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Consumer Affairs Expense per Customer
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.46
$0.04 <= $0.11
$0.11 <= $0.27
$0.27 <= $0.61
$0.61 <= $1.76
Expense per Customer
$1.80
$1.60
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
7
4
3
5
5
5
3
2
7
4
4
5
2
2
3
3
5
9
6
Electric Percentage
5
3
1
4
9
5
1
Gas Percentage
5
0
2
6
4
6
3
3
1
0
Other
2
9
1
3
4
0
2
0
8
1
5
4
1
1
3
7
2
1
8
1
1
1
2
3
8
Water
Source/Calculation: (SUM{C.70}*C.71.1)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
283
Calculation shown is for the first piece of the stacked bar only.
9068
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Number of Complaints Received Last Year
Complaints Per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
447
12 <= 82
82 <= 166
166 <= 292
292 <= 4,784
Complaints per 100K Customers
5,000
4,500
4,000
3,500
3,000
2,500
2,000
1,500
1,000
500
0
2
0
7
1
3
2
3
1
1
4
0
4
4
3
5
4
5
3
5
5
5
2
9
2
7
6
4
9
4
6
Regulated Complaints
2
6
3
3
5
5
0
5
1
3
1
3
8
1
0
2
9
3
8
1
5
4
1
1
3
7
2
1
8
1
2
Non-Regulated
Source/Calculation: K.2.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2003
Final Report
284
Calculation shown is for the first piece of the stacked bar only.
8024
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Unit Expense for a PUC Complaint
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$171.95
$76.00 <= $109.00
$109.00 <= $163.00
$163.00 <= $219.50
$219.50 <= $300.00
Expense per Complaint
$300.00
$250.00
$200.00
$150.00
$100.00
$
7
6
.
0
0
$
8
2
.
1
2
$
9
0
.
0
0
$
1
2
8
.
0
0
$
1
3
0
.
5
4
4
6
3
3
$
1
6
3
.
0
0
$
1
8
2
.
8
3
$
2
0
8
.
0
0
$
2
3
1
.
0
0
$
3
0
0
.
0
0
$
3
0
0
.
0
0
5
1
2
6
$50.00
$0.00
4
2
3
9
4
4
5
5
2
7
2
7
2
3
6
8
1
0
1
1
1
2
1
3
1
5
1
2
0
5
5
2
9
3
1
3
5
3
7
3
8
4
0
4
1
4
9
5
0
5
3
1
8
Source/Calculation: K.3.1
Year: 2003
Final Report
285
50170
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Consumer Affairs Expense
Per Complaint
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$137.69
$1.44 <= $71.28
$71.28 <= $110.84
$110.84 <= $130.60
$130.60 <= $583.81
Expense per Complaint
$600.00
$
4
1
2
.
0
9
$500.00
$
5
8
3
.
8
1
$400.00
$300.00
$200.00
$100.00
$
1
.
4
4
$
2
.
3
9
2
3
5
3
$
4
3
.
8
3
$
6
2
.
5
1
$
7
1
.
2
8
$
7
1
.
4
3
$
7
7
.
0
2
$
7
9
.
3
8
5
5
7
2
6
5
1
$
1
1
0
.
8
4
$
1
1
7
.
0
1
$
1
2
3
.
3
9
$
1
2
4
.
5
9
$
1
3
0
.
6
0
$
1
3
6
.
8
5
5
2
6
4
4
9
5
4
9
$
1
9
2
.
2
6
$0.00
2
7
4
3
5
3
3
4
6
1
8
2
3
8
1
0
1
1
1
2
1
1
5
5
0
2
0
2
9
3
1
3
7
3
8
4
0
4
1
1
3
Source/Calculation: SUM{C.70}/SUM{K.2}*(K.2.1/SUM{K.2})
Year: 2003
Final Report
285.1
1000257
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Unit Expense for a Customer Complaint Call
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$82.44
$8.76 <= $22.00
$22.00 <= $76.00
$76.00 <= $128.00
$128.00 <= $231.98
Expense per Complaint
$250.00
$
2
3
1
.
9
8
$200.00
$150.00
$
7
6
.
0
0
$100.00
$50.00
$
8
.
7
6
$
1
5
.
6
9
$
2
2
.
0
0
$
1
0
0
.
0
0
$
1
2
8
.
0
0
$
1
3
0
.
5
4
4
6
3
3
$
2
9
.
0
0
$0.00
4
4
2
6
3
1
9
4
5
1
2
3
2
0
2
3
5
6
7
8
1
0
1
1
1
2
1
3
1
1
8
5
5
2
7
2
9
3
5
3
7
3
8
4
0
4
1
4
9
5
0
5
2
5
3
1
5
Source/Calculation: K.5.1
Year: 2003
Final Report
287
50172
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Regulation By a State/Federal Agency
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
90.0%
1. Yes:
2. No:
10.0%
Source/Calculation: K.6.1
Year: 2003
Final Report
288
60051
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Regulated Customer Complaints Received
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.00
0.00 <= 0.00
0.00 <= 0.00
0.00 <= 0.00
0.00 <= 0.00
Complaints per Customer
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
5
3
2
0
7
4
0
1
3
4
4
2
3
3
5
5
2
4
5
1
2
7
5
5
9
4
9
6
3
3
4
6
5
2
6
1
2
1
1
3
1
1
8
2
3
8
1
1
0
4
1
1
5
8
3
5
0
2
9
3
7
Average
Letter
Phone
Fax
E-mail
Internet site
Other
Source/Calculation: K.7.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
289
60052
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Regulated Customer Complaints Received (Cont.)
Q: How many c ustomer c omplaints to a regulator were rec eiv ed by the following methods?
1225 (no breakdow n available)
Combined...breakdow n unavailable
Complaints received via NJ EDI = 1490. The other alternate betw een email, fax & phone, w hich w e do not track. Total complaints received = 3332
In Person
Method not know n
Per visit
total complaints 89 - majority are sent via email
Source/Calculation: K.7.99
Year: 2003
Final Report
289.1
60321
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Non-Regulated Customer Complaints Received
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.003
0.000 <= 0.000
0.000 <= 0.000
0.000 <= 0.002
0.002 <= 0.020
Complaints per Customer
0.020
0.018
0.016
0.014
0.012
0.010
0.008
0.006
0.004
0.002
0.000
4
6
5
7
3
5
6
4
4
0
5
1
4
4
9
2
7
2
3
3
3
4
9
5
3
8
3
7
5
0
3
1
2
6
1
0
2
9
1
3
3
2
0
5
5
1
5
4
1
1
5
2
2
1
8
1
1
1
2
3
8
Average
Letter
Phone
Fax
E-mail
Internet site
Other
Source/Calculation: K.8.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2003
Final Report
290
60053
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Non-Regulated Customer Complaints Received (Cont.)
Q: How many c ustomer c omplaints (not to a regulator) were rec eiv ed by the following methods?
Actions as a result of Customer Survey Comments
Better Business Bureau or other consumer groups
Breakdow n unavailable
Cust sat surveys
Executive complaints
miscellaneous, Mayor's Hotline
Per visit
Visit to office
Walk in Centres
Source/Calculation: K.8.99
Year: 2003
Final Report
290.1
60322
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Percent of Total Complaints Received Last Year That Were
Resolved
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
99.2%
100.0% => 100.0%
100.0% => 100.0%
100.0% => 99.6%
99.6% => 88.0%
Percent
100.0%
90.0%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
9
9
.
9
%
9
9
.
8
%
9
9
.
6
%
9
9
.
5
%
9
9
.
5
%
9
9
.
0
%
9
8
.
0
%
9
6
.
9
%
8
8
.
0
%
4
4
2
3
4
1
1
5
5
9
2
6
4
0
3
5
8
4
9
5
0
5
1
7
6
3
8
3
1
5
3
3
3
5
1
3
2
7
3
7
5
2
4
6
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
4
1
2
9
2
0
1
8
1
5
1
2
1
0
3
2
1
Source/Calculation: K.9.1
Final Report
291
Year: 2003
60054
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Percent of Complaints Completed Within Target Window
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
93.2%
100.0% => 100.0%
100.0% => 99.0%
99.0% => 90.0%
90.0% => 60.0%
Percent
100.0%
90.0%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
9
9
.
9
%
9
9
.
9
%
9
9
.
5
%
9
9
.
0
%
9
7
.
0
%
9
5
.
0
%
9
5
.
0
%
9
0
.
0
%
9
0
.
0
%
8
8
.
7
%
8
8
.
0
%
8
0
.
0
%
80.0%
7
5
.
0
%
6
0
.
0
%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
7
1
1
2
3
2
6
4
0
3
1
4
9
4
9
3
3
5
1
3
7
5
0
6
4
4
3
8
5
3
5
2
5
5
5
4
6
4
1
3
5
2
9
2
7
2
0
1
8
1
5
1
3
1
2
1
0
8
3
2
1
Source/Calculation: K.10.1
Year: 2003
Final Report
292
60055
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Percent of Complaints Escalated To a Formal Level
Involving a Hearing With a Judge
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.7%
0.0% <= 0.1%
0.1% <= 0.5%
0.5% <= 1.0%
1.0% <= 2.0%
Percent
2.0%
1.8%
2
.
0
0
%
2
.
0
0
%
5
1
1
3
1.6%
1
.
3
0
%
1.4%
1.2%
1
.
0
0
%
1
.
0
0
%
1
.
0
0
%
4
4
2
7
9
1.0%
0.8%
0.6%
0.4%
0.2%
0
.
0
1
%
0
.
0
1
%
0
.
0
3
%
5
3
1
3
8
0
.
0
6
%
0
.
1
0
%
0
.
3
0
%
0
.
5
0
%
0
.
5
0
%
4
6
6
0.0%
3
3
5
2
4
2
6
2
3
2
3
7
8
1
0
1
1
1
2
1
5
1
2
0
5
5
2
9
3
5
3
7
4
0
4
1
4
9
5
0
5
3
1
8
Source/Calculation: K.11.1
Year: 2003
Final Report
293
60056
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Group Handling Formal Complaints
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
51.7%
1. Law department :
2. Consumer Affairs :
3. Regulatory Relations :
4. Customer Service:
99. Other:
27.6%
37.9%
51.7%
13.8%
Source/Calculation: K.12.1
Year: 2003
Final Report
294
60057
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Group Handling Formal Complaints (Cont.)
Q: W here are formal complaints handled?
APPROPRIATE DISTRICT OFFICE
Finance Department
Investigation Section of Operating Area
Various areas, dependng on complaint area
Source/Calculation: K.12.99
Year: 2003
Final Report
294.1
60323
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Percent of Complaints/Inquiries Received Annually
Percent
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
2
0
3
7
2
3
5
3
7
8
1
3
4
6
5
0
3
1
2
6
3
8
5
1
9
Formal Complaints
2
7
4
5
5
5
4
4
4
9
Complaints
1
1
3
3
5
2
1
4
1
4
0
1
0
2
3
5
6
1
2
1
5
1
8
2
9
3
Inquiries
Source/Calculation: K.13.1
Year: 2003
Final Report
295
Calculation shown is for the first piece of the stacked bar only.
60058
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Centralized Group Dedicated To Handling Customer Complaints
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
80.0%
1. Yes:
2. No:
20.0%
Source/Calculation: K.14.1
Year: 2003
Final Report
296
60059
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Toll-Free Number Dedicated for Customer Complaints
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
33.3%
1. Yes:
2. No:
66.7%
Source/Calculation: K.15.1
Year: 2003
Final Report
297
60060
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
FTEs Dedicated To Handling Complaints
Per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.45
0.03 <= 0.18
0.18 <= 0.27
0.27 <= 0.44
0.44 <= 2.35
FTEs per 100,000 Customers
2.50
2
.
3
5
2.00
1
.
3
5
1.50
1.00
0.50
0
.
0
3
0
.
0
5
2
0
7
0
.
0
8
0
.
1
1
0
.
1
4
0
.
1
6
0
.
1
9
0
.
2
0
5
0
2
7
4
4
5
2
2
3
0
.
2
1
0
.
2
2
0
.
2
3
1
1
4
9
4
0
.
2
7
0
.
3
0
0
.
3
2
0
.
3
4
9
5
6
0
.
4
1
0
.
4
4
0
.
4
5
5
1
5
5
3
1
0
.
6
5
0
.
8
7
0
.
9
3
0.00
3
7
3
5
4
6
3
3
5
3
2
6
3
8
4
1
4
0
2
9
1
8
1
5
1
3
1
2
1
0
8
3
2
1
Source/Calculation: K.16.1/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2003
Final Report
298
60061
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Complaints Handled Per Employee On a Weekly Basis
Completed And/Or Closed Out
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
23.6
134.0 => 23.0
23.0 => 14.0
14.0 => 7.1
7.1 => 1.7
Complaints per Employee
140.0
1
3
4
.
0
120.0
100.0
80.0
6
2
.
5
60.0
5
0
.
0
4
9
.
0
40.0
2
5
.
0
2
3
.
0
2
0
.
0
20.0
1
9
.
0
1
8
.
0
1
4
.
0
1
4
.
0
1
2
.
0
1
1
.
0
1
1
.
0
2
3
9
8
.
3
7
.
1
6
.
6
5
.
0
4
6
3
3
5
5
1
1
2
.
6
2
.
4
1
.
7
5
3
7
2
0
0.0
3
7
3
1
5
1
2
6
4
9
5
0
2
7
5
5
2
4
4
6
4
4
1
4
0
3
8
3
5
2
9
1
8
1
5
1
3
1
2
1
0
8
3
2
1
Source/Calculation: K.17.1
Year: 2003
Final Report
299
60062
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Performance Goals To Resolve Complaints Within Specified
Time-Frame
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
74.1%
1. Yes:
2. No:
25.9%
Source/Calculation: K.18.1
Year: 2003
Final Report
300
60064
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Time Frame for Goal To Resolve Complaints
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
9
2 <= 3
3 <= 8
8 <= 15
15 <= 22
Days
25
2
0
2
1
2
2
20
1
4
15
1
5
1
5
1
5
4
0
5
1
2
3
1
2
1
0
1
0
3
3
8
10
8
5
5
5
5
2
2
0
6
5
2
2
2
3
7
5
0
5
5
3
3
3
3
7
5
3
5
4
9
0
9
4
4
4
6
5
3
3
8
2
6
4
1
3
1
2
9
2
7
1
8
1
5
1
3
1
2
1
1
1
0
4
3
2
1
Source/Calculation: K.19.1
Year: 2003
Final Report
301
60066
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Complaint Handling Process
Q: Please desc ribe your c omplaint handling proc ess.
1 Recv complaint 2 Log into Access Database 3 Assign to analyst 4 Analyst investigates/contact cust. w /in 24hrs 5 Address cust's concerns 6 If Cust. escalates
forw ard to supervisor. Super. completes & returns to Analyst 7 Company's position is typed, ,
1. Receive complaints via call, letter or email. 2. All complaints are acknow ledged w ithin 24 hours. 3. Complaint is investigated. 4.Complaint is resolved and closed
w ith the customer w ithin 8 calendar days. A response is forw arded to regulatory agency.
A complaint is an escalated issue that could not be resolved w ith the appropriate contact w ithin the company and includes any escalated complaints to executives
regulators and third parties (BBB, Elected Officials, Attorney General, Etc.) follow up and r
Call from Commission. Research complaint. Call Commission/Customer to discuss resolution. These type of complaints totaled 2,951 for the 2003 year. The other
complaints w hich are handled by our Customer Service Center totalled 1,069 for the 2003 year.
Centralized handling and resolution process w ith single point of contact dedicated to investigating inquiries w ith cooperation from field operations.
Complaints are escalated to Supervisor or Manager for handling. , Complaints are researched and investigated and the customer is advised in w riting of the
outcome and resolution.
Complaints are handled via normal customer service channels (Contact Centre, Walk in Centres). They are routed to the appropriate business area to be resolved
and are tracked. Escalated and Exceptions and Regulatory complaints are received by a centralise
Complaints from Regulators are called into a designated employee/s in each state. The designated employee receives the call, review s the account and performs
any research that is required to respond back to the local Commission.
Complaints that come in thru executives are forw arded to a group w ithin our outsourcing company called Executive Correspondence. All of these complaints are
tracked w ithin a database w ith all the cust, complaint, and resolution info
Con Affairs receives complaints via phone & ltr from the CPUC. The CA rep handles or refers to organization w /in the Co. that can handle the issue. Verbal or
Written response is provided to CPUC. Complaint is documented in a complaint database.
Consumer Affairs is notified of complaints received in Exec Office or PSC office. Complaint is assigned and logged into tracking system. Complaint is resolved or
completed. Completion is logged in tracking system.
Consumer affairs receives complaint, investigates, resolves (w ith assistance from other depts if necessary), prepares response, closes complaint. If unable to
resolve, escalate to supervisory review or formal complaint process
Customer contacts Co., PSC, inquiry requires investigation for resolution, assigned operating area responds by phone/letter and documents results
Escalated complaints received are entered into a database, employees contact the customer to verify the complaint details, investigate, resolve and close the case
The customer and/or the original source of the complaint is updated on the resolution.
Evaluate Complaint, Address concerns to Customer Satisfaction
F
R
l t
l i t
i
i
d l
t
i
ll f
PUC
ti
h d
l
d
d
iti
i
t bli h d R
ti
t d
Source/Calculation: K.20.1
Year: 2003
Final Report
302
60067
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Definition of a Complaint for Customer Service
Q: W hat is your definition of a c omplaint for c ustomer serv ic e?
A communication from a customer expressing dissatisfaction w ith any aspect of our business
A complaint is a service failure that requires a customer to go outside normal methods to satisfy his or her request for service. As a result, w e seize the opportun
to address the customers issues and identify process improvements.
A complaint is an unresolved issue concerning a customer's account including billing, credit, deposits, meter reading as w ell as issues regarding the customer's
contact w ith the company. A complaint is filed w ith Customer Relations after the customer has
A customer complaint that requires a response to the customer w ithin a certain timeframe, research and documentation of results.
A customer dispute that w as not resolved by the company and the regulator performs an independent investigation
A customer expressing disatisfaction
A customer service complaint is w hen a customer feels that they w ere not treated appropriately, or w hen an employee did not take or complete the proper
action/direction w ithin a reasonable timeframe.
A specific call or letter received by the company, as opposed to a more generalized expression of dissatisfaction during a service call. Escalated complaints are
customer issues that are raised or addressed to a higher level.
All Billing, Credit, Payment, Meter Read, Turn on/off services
All customer inquiries or complaints escalated to the Illinois Commerce Commision, the Better Business Bureau, the Citizents Utility Board , the Attorney General and
from Company Executives.
All escalated (i.e. instances w hen the customers issues are raised or escalated to a higher level w ithin the company) customer inquiries and/or complaints
An escalated complaint is an expression of dissatisfaction or protest that requires an investigation or follow -up, received by the Consumer Affairs department
through the PSC or other channels such as Senior Management and other governmental agencies.
Any complaint forw arded to Consumer Affairs by a 'regulator,' government agency or company executive
Any objection from an applicant or customer concerning a charge, facility, rule, service, or other Commission-regulated activity that requires an investigation or an
account review and corrective action by the company.
Any problem or concern
Any time a customer is dissatisfied w ith the response of the company w ith regards to company policy, action taken or mistakes w ith the particular situation.
Complaints to Commission
Cust is not satisfied w ith the initial handling of their issue and w ants it 'escalated'
Customer contacts the company to express dissatisfacton w ith service received.
CUSTOMER EXPRESSES DISSATIAFACTION VIA CALL, LETTER, EMAIL,FAX, ETC.
Source/Calculation: K.21.1
Year: 2003
Final Report
303
60068
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Customer Satisfaction Surveys on Resolution and Complaint
Handling
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
22.2%
1. Yes:
2. No:
77.8%
Source/Calculation: K.22.1
Year: 2003
Final Report
304
60069
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Complaint Handling Group Has a Rewards Recognition
(Incentive) Program
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
35.7%
1. Yes:
2. No:
64.3%
Source/Calculation: K.23.1
Year: 2003
Final Report
305
60070
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Definition of a Formal Complaint
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
46.4%
1. Sent to VP or Above:
2. Sent to Regulator:
3. Sent as Letter:
4. Sent via email:
99. Other:
71.4%
25.0%
25.0%
39.3%
Source/Calculation: K.24.1
Year: 2003
Final Report
306
100603
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Consumer Affairs
Definition of a Formal Complaint (Cont.)
Q: W hat defines a formal c omplaint?
A complaint that goes in front of an administrative law judge and hearing.
A formal complaint is one that has been specifically filed w ith a Regulator in accordance w ith the Regulator's formal/appeal process and at the request of the
customer.
A very rare occurance. A formal, legal hearing before the judge of the PUC.
All complaints treated equally
Any complaint that is not solved at a Regulatory Consumer affairs level and requires that the customer, or applicant, along w ith the company appear before an
Administrative Law Judge assigned to the Agency.
Customer request to regulator for a hearing.
Escalated complaints sent directly to Consumer Affairs from other governmental agencies such as the Attorney General office, Better Business Bureau, Consume
Agencies; as w ell as employee referrals and other Sr. leadership w ithin the company.
filed w ith the PUC or PSC and hearing is scheduled w ith an Administrative Law Judge of the regulatory body.
In Person
OAG, PUC generated
sent to public official office or repeat contact w ith regulator
Source/Calculation: K.24.99
Year: 2003
Final Report
306.1
100604
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
Focus Area: Regulatory Environment
(###) Report Viewer Record Number
Pg. 307.
Pg. 308.
Pg. 309.
Pg. 310.
Pg. 310.1.
Section Contents
(352) Operate In a PBR or Rate Case Environment (353) Last Rate Case or Length of Time Operating Under PBR (354) Nature of Your Risk/Reward Mechanism - Operating Under PBR
(355) Environment Changing in the Foreseeable Future (356) Customers Have the Ability to Select a Different Energy Supplier - For Electricity or Gas
XIX
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Regulatory Environment
Operate In a PBR or Rate Case Environment
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
88.0%
1. Rate Case:
2. PBR:
12.0%
Source/Calculation: L.2.1
Year: 2003
Final Report
307
100605
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Regulatory Environment
Last Rate Case or Length of Time Operating Under PBR
Question
1 2 3 4 5 6 7 8 9
1. Years Since Last Rate Case:
2. Years Operating in PBR :
1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
- - 1 1 1 1 9 4 1 - 6 1 - - - 9 3 - 1 - - 1 2 - 1 1 - 9 - 6 8 9 3 1 1
- - - - - 3
- - - 4 - - - - - - - - - - - - 7 2 - - - - - -
Av erage
6
2
Source/Calculation: L.3.1
Year: 2003
Final Report
308
100606
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Regulatory Environment
Nature of Your Risk/Reward Mechanism
Operating Under PBR
Q: If operating under PBR, what is the nature of your risk / reward mec hanism?
Act O&M cost overrun above PBR formula not recoverable in rates. Is a fin'l risk to utility. Likew ise any productivity gains under the PBR formula may be retained b
shareholders. Annual indexing formula had built in productivity adj benefit for ratepayer
As of 12/31/03, no longer under a PBR, w as a Revenue Index
maximum incentive/penalty 2% of T&D revenues
retaining portion of any excess earnings
Risk = Drop in bonus if targets not achieved. Rew ard mechanism Chairman's Aw ard Performer of the Year etc, ,
Source/Calculation: L.4.1
Year: 2003
Final Report
309
100607
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Regulatory Environment
Environment Changing in the Foreseeable Future
Q: Do you see your env ironment c hanging in the foreseeable future? If so, when?
Bundled rates are frozen by law through 2006, delivery service rates are fixed through settlement at established rates through 2006. Transmission rates w ill chan
at conclusion of pending rate case and ComEd's integration into a Regional TransmissionOrg
Current choice legislation is under questioning/review due to unfairness in implementation and potential severe negative effects on local utilities
EDI and Restructuring to six regoins
No
No
no
No
No
no
No, w e are just stabalizing from Deregulation
No.
Not in the near future
Rate Freeze until 2007
Recently engaged in a rate case process. Moving tow ards PBR on 2008 horizon.
Returning to GRC in 2004
Some mild discussion of electric and gas PBR but nothing has been formalized.
Still a mild preference by regulator for PBR. Our current thinking is a cost of service application for 2006 and possible proposal for another multi-yr PBR arrangeme
that could begin in 2007.Final decision on this has not been made.
Upcoming regulatory w ill be full of changes w ith changes to the traditional regulatory compact. Moving into the end of restructuring price caps/freezes in all
jurisdictions. More focus on reliability and customer service issues and standards.
Yes, possible PBR w ithin tw o years
Yes. Emergence from bankruptcy in 2004.
Source/Calculation: L.5.1
Year: 2003
Final Report
310
100608
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Focus Area: Regulatory Environment
Customers Have the Ability to Select a Different Energy Supplier
For Electricity or Gas
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
58.8%
1. Residential Gas Supplier:
2. Residential Electric Supplier:
3. Commercial Gas Supplier:
4. Commercial Electric Supplier:
5. Industrial Gas Supplier:
6. Industrial Electric Supplier:
52.9%
64.7%
58.8%
70.6%
64.7%
Source/Calculation: L.6.1
Year: 2003
Final Report
310.1
100609
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
2004 CS Final Report - Volume 1
Commercial/Industrial Account Management
(###) Report Viewer Record Number
Pg. 311.
Pg. 311.1.
Pg. 311.2.
Pg. 312.
Pg. 312.1.
Pg. 313.
Pg. 314.
Pg. 314.1.
Pg. 315.
Pg. 315.1.
Pg. 316.
Pg. 316.1.
Pg. 317.
Section Contents
(358) Organization Have Separate, Dedicated Groups or Functions to Support Commercial and Industrial Customers (C&I): (359) Commercial/Industrial Group or Function Location (360) Commercial/Industrial Group or Function Location (Cont.) (361) C&I Group or Function Organization (362) C&I Group or Function Organization (Cont.) (363) Organizational Structure in Place to Manage Commercial/Industrial Accounts (364) Main Criteria for Determining Where C&I Accounts Are Assigned (365) Main Criteria for Determining Where C&I Accounts Are Assigned (Cont.) (366) Service/Programs Provided by C&I Group or Function (367) Service/Programs Provided by C&I Group or Function (Cont.) (368) Access to Services Provided to Key Customers - Key Accounts Function/Group
(369) Access to Services Provided to Key Customers (Cont.) - Key Accounts Function/Group
(370) Main Role of Account Managers - Within the Key Account or Focused Account Function/Group
XX
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Organization Have Separate, Dedicated Groups or Functions to
Support Commercial and Industrial Customers (C&I):
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
100.0%
1. Yes:
2. No:
0.0%
Source/Calculation: M.2.1
Year: 2003
Final Report
311
100610
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Commercial/Industrial Group or Function Location
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
37.9%
1. Centralized:
2. Divisionally/Regionally-based:
3. Locally-based:
99. Other:
44.8%
6.9%
10.3%
Source/Calculation: M.3.1
Year: 2003
Final Report
311.1
100611
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Commercial/Industrial Group or Function Location (Cont.)
Q: If you hav e a Commerc ial/ Industrial group or func tion, where is this func tion is loc ated?
Billing,Call Centre and Collection is outsourced. Sales and Account reps remain in the utility and are regionally based.
The department is organized to serve customers in a specific geographic area.
The organization is segmented by customer type. The representatives are located throughout the service territory to facilitate contact w ith the customers.
Source/Calculation: M.3.99
Year: 2003
Final Report
311.2
100617
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
C&I Group or Function Organization
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
41.9%
1. Customer Service:
2. Operations:
3. Both CS and Operations:
4. Stand-alone Organization:
99. Other:
3.2%
12.9%
19.4%
22.6%
Source/Calculation: M.4.1
Year: 2003
Final Report
312
100612
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
C&I Group or Function Organization (Cont.)
Q: If you hav e a C&I group or func tion, where in the organization is it?
Business Services
customer planning
customer planning
Included in Corporate Affairs group
Sales & Marketing
Stand alone (reps stand alone, billing housed w ithin cust service)
The Billing,Call Centre and Collection function for this group is ourtsourced along w ith the mass market portion of our Customer Care Services. For the Sales and
Account Management functions, w hich reside regionally, they are based w ithin Operations.
Source/Calculation: M.4.99
Year: 2003
Final Report
312.1
100618
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Organizational Structure in Place to Manage
Commercial/Industrial Accounts
Q: Please desc ribe the organizational struc ture that is in plac e to manage Commerc ial/ Industrial Ac c ounts?
1 Reg. VP for ea. Region w /team of major acnt mngrs for C&I acnts. Also Pow er Quality Eng. is member of Team and Key Accnt Sup Team for transactional w rk fo
A.Mngrs. KAST address C&I cust. below assigned accnt lev. to keep sep. fr. general residential gr
1 Sr VP, 4 Divisional VPs, 45 Account Managers
10 Key account representatives in tw o states
11 Reps assigned by industry type reporting to a director, reporting to a manager, reporting to a VP of Customer Services.,
12 key account representatives in three states
8 Account Executives reporting to a Director w ho reports to a Sr. Vice President
Account Managers segmented to serve Small, Medium, Large, and city accounts
Account Mgmt group covers all non-residential customers but the largest 5,000 are assigned. Segments include commercial, manufacturing, process, technology,
commodities, institutions, w ater agencies, and agriculture. All government customers are assigned.
And Energy Services Manager oversees tw o supervisors, one a professional engineer. Three engineers report to the supervisor. They manage 12 industrial
accounts 12 account managers report to the other supervisor. They manage 50 large commercial accounts
Approximately eighty Account Managers interact, as a single point of contact, on a proactive basis w ith large Commercial/Industrial customers on a daily basis.
Contact involves new business and service delivery issues, bill/credit resolution, policies.
Billing and Customer Service is located in the Customer Service Department -- Field Support is in the Delivery Organization,
CAMU (Commercial Accounts Management Unit) is under the Revenue Management Section of the BCS (Billing and Collection Services) Business Group
Central ofc w /Director & supp staff. 2 mgrs in central ofc w /staff 4 corp level acct. mgmt. 11 field mgrs w / staff in 24 ofcs. Field staff consist of 2 types of local a
mgrs (100) total, 3 types supp staff/specialist (40 total). 46 cust reps.26 clerical.
CS Regional Managers; CS Area Managers; Customer Execs report to the CS Area Managers
I am the manager of 11 acct exec that provide a single point of contact for the largest 300 comm./indust. OPPD customers. Each AE is assigned customers by
industrial types. Each AE's perf. measures are based on goals for load, revenue, see note
Large Customer Support consists of Customer Support Consultants, Account Managers and Major Account Managers, w ho are assigned geographically. The
largest customers are managed by the MACs. Major gov't accounts are managed by the Account Managers.
MANAGER , SUPERVISIOR, ACCOUNT ANALYSTS
Organization is structured w ith a Director and four managers. The four managers are segmented by geographic area, multi-site accounts and small C&I customers
Each manager is responsible for a team of account managers that serve a specific customer base.
Regional Account Managers reporting to 7 regional Vice President's Busniess Services w ith responsibility for several hundred large accounts
Source/Calculation: M.5.1
Year: 2003
Final Report
313
60042
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Main Criteria for Determining Where C&I Accounts Are Assigned
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
42.9%
1. Usage:
2. Revenue:
3. Industry Type:
4. Number of Facilities:
99. Other:
17.9%
14.3%
0.0%
25.0%
Source/Calculation: M.6.1
Year: 2003
Final Report
314
100613
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Main Criteria for Determining Where C&I Accounts Are Assigned
(Cont.)
Q: W hat is the main c riteria for determining where C&I ac c ounts are assigned?
A combination of all of the above.
Alpha
Geographically
Load capacity 5 MW and higher
Numbers 1 - 4 above and other dimensions that include grow th potential, industry leader or activist, and nature of process.
Revenue and geographic location
Usage and demand -or- all city, county, state, federal, or other public entity -or- national/regional chain account or franchise of national/regional chain account.
Source/Calculation: M.6.99
Year: 2003
Final Report
314.1
100619
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Service/Programs Provided by C&I Group or Function
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
80.0%
1. Key Accounts:
2. National Accounts:
3. Small or Medium C&I:
4. Large C&I:
99. Other:
56.7%
46.7%
83.3%
6.7%
Source/Calculation: M.7.1
Year: 2003
Final Report
315
100614
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Service/Programs Provided by C&I Group or Function (Cont.)
Q: Along what business needs do your C&I group or functions provide service/ programs?
All non-residential customers
Alpha
Source/Calculation: M.7.99
Year: 2003
Final Report
315.1
100620
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Access to Services Provided to Key Customers
Key Accounts Function/Group
Question
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5
0 1 2 3 5 8 0 3 6 7 9 1 3 5 7 8 0 1 4 6 9 0 1 2 3 5
Perc ent
33.3%
1. Special Call Center:
2. Toll Free/ Special Phone Number
3. Key Account CSR (Dedicated):
4. Key Account or Service Group:
99. Other:
43.3%
86.7%
46.7%
10.0%
Source/Calculation: M.8.1
Year: 2003
Final Report
316
100615
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Access to Services Provided to Key Customers (Cont.)
Key Accounts Function/Group
Q: If you hav e a Key Ac c ounts func tion/ group, what ac c ess to serv ic es do you prov ide to your k ey c ustomers?
Dedicated billing analysts and energy efficiency services
Direct line to dispatcher for some key accounts
Interval data via the Internet
Source/Calculation: M.8.99
Year: 2003
Final Report
316.1
100621
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Commercial/Industrial Account Management
Main Role of Account Managers
Within the Key Account or Focused Account Function/Group
Q: W ithin the Key Ac c ount or Foc used Ac count func tion/ group, please desc ribe the main role of Ac c ount Managers.
Analyzing credit qualifications of C/I customers. Identifying risks, inital collections and securing deposits to protect department revenue.
Assist w ith billing, credit, tariff, pow er quality, and infrastructure issues; promote demand response and energy efficiency program participation; provide informati
on energy market and related legislative/regulatory issues.
Company liaison for large C&I and municipal customers-billing/streetlighting issues, service & pow er quality enhancements, coordinating new service, energy
efficiency opportunities and mostly address all customer concerns/problems that arise.
CONTRACT MANAGEMENT
Customer service and sales
Dedicated service to Key Customers, ie Bills; Queries; Advice etc
Exceed Customer Expectations - build positive long term relationships w ith key business leaders and decision makers. Provide value added services.
Handle all business relations w ith the customer
Manage overall customer relationships, maximize customer satisfaction and loyalty, and protect and grow Progress Energy revenue.
Manager the overall business relationships.
Meets the utility needs of our largest complex customers through business relationships w ith corporate level and facility level assignments. Recommends policy &
process changes w ithin the company to improve service.
One on One Customer Service across the board from taking calls to answ ering Billing questions
Personal service to top 300 customers in revenue
Personalized one to one service to the accounts
Primary Contact for thier assigned customers.
Primary point of contact for utility, coordinate questions and answ ers through the organization's operating areas to ensure hassle-free service.,
Provide a single point of contact for accounts in their segment
Provide a single point of contact to readily identify customer needs and to coordinate company resources to address customer needs.
Rate Analysis; Load Monitoring; Personal Customer Contact
Serve as a single point of contact to large Commercial/Industrial customers for services, such as new business, service delivery issues, bill/credit resolution,
communicate company policies and procedures.
Serve as single pt of contact for all services w /respect to any activities that interface the assigned cust. w /CPD. Also responsible for community relations,
Source/Calculation: M.9.1
Year: 2003
Final Report
317
100616
®US, Dollars
©2004 PA Consulting Group, All Rights Reserved