Demande R-3549-2004
RÉPONSES DU TRANSPORTEUR À LA DEMANDE DE
RENSEIGNEMENTS NUMÉRO 2 DE LA RÉGIE DE L'ÉNERGIE
Réponse R4.1
Évaluation OPG
Original : 2005-01-17
HQT-10, Document 1.6.4
(En liasse)
2003 Point-to-Point Transmission Customer Satisfaction Survey
Transmission Customer
Ontario Power Generation Inc.
700 University Avenue (H9-E18)
Toronto (Ontario)
M5G 1X6
M /
Survey Date
D
/ Y
03-31-04
First survey
Periodical survey
Survey participants
Transmission Customer
Hydro-Québec TransÉnergie
Name and position
Name and position
Richard Gell
Business Development - Trading
Chantal Guimont
Directrice - Commercialisation
Slavica Perera
Logistics Coordinator
Victor Bissonnette
Délégué commercial - Commercialisation
Erica Cheung
Short Term Trading
Jim Mastorakos
Short Term Trader
2003 Point-to-Point Transmission Customer Satisfaction Survey
Point to Point Transmission Service purchases
Long term
Short Term
Firm
Previous Period: 2002
Non Firm
Number of reservations
N/A
N/A
N/A
$
N/A
N/A
N/A
Quantity
Survey Period: 2003
Firm
N/A MW
N/A MWh
N/A MWh
Number of reservations
0
0
19
$
0
0
50,104.98 (1)
0 MW
0 MWh
7,504 MWh (1)
Quantity
(1): Including a 1 hour rebate for 228 MWh (1,434.12$)
A. Transmission Services
2002
Concensus
HQ TE
Score
Customer
Score
2003
Concensus
1. Point to Point Transmission services
-
TTC/ATC posted on OASIS
-
Data Availability
N/A
8
10
9
-
Data Reliability
N/A
8
10
9
-
Transmission service reservation process
N/A
8
9
8.5
-
Scheduling process
N/A
8
9
8.5
-
Real Time processing
N/A
8
9
8.5
2. System Impact Studies
N/A
N/A
N/A
N/A
3. Projects issued from System Impact Studies
N/A
N/A
N/A
N/A
4. Outage Planning and optimization
N/A
N/A
N/A
N/A
Average score
N/A
8
9.4
8.7
Comments :
On the scheduling process, the "HERMES" scheduling tool had to be explained to OPG. It was suggested that training for this
application should be part of the next TransÉnergie session for customers (Action item)
When OPG requested assistance from TransÉnergie's OASIS unit, answers came fast and were clear and TransÉnergie's
personnel verified afterwards OPG's satisfaction and understanding. In particular, help from Gisèle Jacques, Robert Legault,
and Christian Strasbourg was appreciated.
OPG appreciated the lead taken by TransÉnergie to solve the tagging problems that created a TLR event on one of OPG's
transactions due to the improper representation in IDC.
Exchanges and discussions on use of the different ties with TransÉnergie were appreciated.
Survey Scale – Please evaluate each item on a score from 1 to 10 where:
1 = Totally unsatisfactory
10 = Totally satisfactory
W.O. = Without object
1 of 3
2003 Point-to-Point Transmission Customer Satisfaction Survey
B. Customer Service, billing and communication
2002
Concensus
HQ TE
Score
Customer
Score
2003
Concensus
1. Customer Service
-
Communication accessibility
N/A
9
10
9.5
-
Coordination and follow up of issues
N/A
9
10
9.5
-
Advice and assistance
N/A
9
10
9.5
2. Billing
-
Clarity and reliability of billing data
N/A
8
9
8.5
-
Billing process
N/A
8
8
8
3. Communication
-
OASIS Web Site
N/A
7
7
7
-
Exchanges on Tariff, regulatory and policy issues
N/A
7
7
7
-
Exchanges on contractual obligations issues
N/A
7
7
7
N/A
8
8.5
8,25
Average score
Comments :
Comments from Mr. Garth Martin (Billing): Timeliness of invoices needs to be improved (Action item)
OASIS Web site: Compared to others (PJM, MISO), some information are difficult to find quickly. As much as possible, should
be on one page. Possibility to have TTC/ATC information on the system map? Outages appearing on comment boxes when
moving the pointer over an intertie? Direct access to the rates table? (Action item)
Mr. Richard Gell stated (after the meeting, on April 7, 2004 by phone), that while responses to inquiries and ensuing dialogues
were very good, the outcomes were sometimes disappointing (As an example, OPG has to maintain an LC with TransÉnergie
while it does not have to with other entities).
C. General assessment
2002
Concensus
1. HQ TransÉnergie's customer awareness
N/A
2. Follow up on the previous period Action Plan
N/A
Total average score
N/A
HQ TE
Score
8
Customer
Score
9
N/A
8
2003
Concensus
8.5
N/A
9
N/A
8.5
Comments :
Suggestion to provide a Newsletter on highlights on TransÉnergie's actions (Action item)
Propose that TransÉnergie hold a Customer Meeting this coming fall since the previous one was greatly appreciated. Include
a longer review of operations of the interties. (Action item)
Survey Scale – Please evaluate each item on a score from 1 to 10 where:
1 = Totally unsatisfactory
10 = Totally satisfactory
W.O. = Without object
2 of 3
2003 Point-to-Point Transmission Customer Satisfaction Survey
HQ TransÉnergie's global performance
2002
Concensus
HQ TE
Score
Customer
Score
2003
Concensus
A. Transmission Services
N/A
8
9.4
8.7
B. Customer service, billing and communication
N/A
8
8.5
8.25
C. General assessment
N/A
8
9
8.5
Total average score
N/A
8
8,97
8,48
Transmission Customer's performance
2002
Concensus
HQ TE
Score
Customer
Score
2003
Concensus
1. Requirements identified clearly and in due time
N/A
9
9
9
2. Compliance with contractual obligations
N/A
10
10
10
3. Compliance with HQ TransÉnergie's requirements and operating rules
N/A
10
10
10
4. Schedules compliance
N/A
10
10
10
5. Compliance with reliability Standards
N/A
10
10
10
6. Staff cooperation
N/A
10
10
10
Total average score
N/A
9.83
9.83
9.83
Comments :
There were very few occasions to really measure performance on both sides in this first year of OPG'S activities as a
Transmission Customer. Therefore the results on both sides are generally good. There were no outstanding issues due to the
low level of activity but the learning process on both sides has been satisfying. The tagging issue is the only incident both
parties have identified and there is no other action to undertake on this item as Hydro-Québec TransÉnergie was proactive to
solve the problem. Hydro-Québec TransÉnergie's customer oriented attitude is considered very positive.
Survey Scale – Please evaluate each item on a score from 1 to 10 where:
1 = Totally unsatisfactory
10 = Totally satisfactory
W.O. = Without object
3 of 3
2003 Point-to-Point Transmission Customer Satisfaction Survey
Action Plan
Next Survey planned for : Spring 2005
No
Issue
Completed by : Victor Bissonnette
Action
Scheduled
Responsable
M/ D /Y
Completed Comments
M/ D /Y
1
Training for HERMES (scheduling tool)
Provide in the next Customer Meeting
or by direct action with OPG
Fall 2004
TransÉnergie
/
/
2
Timeliness of invoices
Improve invoice turnout delay
As soon as TransÉnergie
possible
/
/
3
OASIS Web Site
Improvements on accessibility of
commercial information
First
quarter of
2005
TransÉnergie
/
/
4
Communication of TransÉnergie's activities
Introduce a Newsletter for activities
highlights
First
quarter of
2005
TransÉnergie
/
/
5
Communication of TransÉnergie's activities
Have a second Customer Meeting with Fall 2004
a session on operations specifics for
each intertie
TransÉnergie
/
/
Investigate TransÉnergie's billing
system constraints