2005 Customer Service Final Report Field Service
August 13, 2005
PA Benchmarking Team
Ken Buckstaff
Debra Mclain
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
2005 Customer Service Final Report - Field Service
Customer Service
- Participating Companies Baltimore Gas & Electric Company, MD
CenterPoint Energy-Houston Gas, TX
CenterPoint Energy-Minnegasco, MN
CenterPoint Energy-Southern Gas - Arkla, AR
CenterPoint Energy-Southern Gas - Entex, TX
Commonwealth Edison Co, IL
Dominion - Electric
Dominion - Gas
DTE Energy
Duke Power, NC
Enbridge Gas Distribution, Ontario
Eskom
Exelon - PECO Energy Co, PA
FirstEnergy Corp., OH
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
Niagara Mohawk, A National Grid Company
NiSource
Northwestern Energy
Northwestern Energy - MT
Northwestern Energy - SD
Omaha Public Power District, NE
Pacific Gas & Electric, CA
Pasadena Water And Power, CA
Pepco Holdings, Inc. - Conectiv
Pepco Holdings, Inc. - Pepco
Progress Energy - Carolina
Progress Energy - Florida
Public Service Electric & Gas Company, NJ
San Diego Gas & Electric Company, CA
Southern California Edison Company,
Southern California Gas Company, CA
We Energies,
Westar
II
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Field Service
Field Service
(###) Report Viewer Record Number
Pg. 855.
Pg. 856.
Pg. 857.
Pg. 858.
Pg. 859.
Pg. 860.
Pg. 861.
Pg. 862.
Pg. 863.
Pg. 863.1.
Pg. 864.
Pg. 865.
Pg. 867.
Pg. 868.
Pg. 869.
Pg. 872.
Pg. 872.1.
Pg. 873.
Pg. 874.
Pg. 874.1.
Pg. 875.
Pg. 875.1.
Pg. 876.
Pg. 876.1.
Pg. 877.
Pg. 878.
Pg. 878.1.
Pg. 879.
Pg. 879.1.
Pg. 880.
Pg. 880.1.
Pg. 881.
Pg. 882.
Pg. 883.
Pg. 884.
Pg. 885.
Section Contents
(5) Total Field Service Activity Expense - Per Adjusted Customer
(6) Total Field Service Expense - Per Adjusted Customers
(7) Total Field Service Expense - Per Customer
(8) Total Field Service Expense - Per Service Order
(9) Total Field Service Expense Per Adjusted Customers - Allocated by Commodity
(10) Total Field Service Expense Per Customer - Allocated by Commodity
(11) Total Field Service Expense (Including Pensions & Benefits) - Per Adjusted Customers
(12) Total Field Service Expense (Including Pensions & Benefits) - Per Customer
(13) Total Field Service Expenditure - Per Adjusted Customers
(14) Total Field Service Expenditure - Per Customers
(15) Field Service Support Expense - Per Adjusted Customer
(16) Field Service Support Expense - Per Customer
(17) Company Field Service Staffing Level - FTEs per 100,000 Adjusted Customers
(18) Company Field Service Staffing Level - FTEs per 100,000 Customers
(19) Field Service Order - Per Customer
(20) Method Used Internally to Count Service Orders (21) Method Used Internally to Count Service Orders (Cont.) (22) Annual Volume of Field Service Completed Orders - Per Adjusted Customer
(23) Primary Employee Classification Used - F = Field Service; R= Meter Reader, G= Gas Service; W= Electrical Worker; S = Meter Shop
(24) Primary Employee Classification Used - F=Field Service; R=Meter Reader, G=Gas Service; W=Electrical Worker; S=Meter Shop
(25) Method Used To Measure Service Rep Productivity (26) Method Used To Measure Service Rep Productivity (Cont.) (27) Method Used To Ensure Service Reps Receive The Equivalent of a Full Day's Workload (28) Method Used To Ensure Service Reps Receive The Equivalent of a Full Day's Workload (Cont.) (29) Field Service Reps Required To Finish All of Their Assigned Work Each Day (30) Method Used To Track The Number of Service Requests - Completed By An Individual Service Rep
(31) Method Used To Track The Number of Service Requests - Completed By An Individual Service Rep
(32) FSR Performance Incentives (33) FSR Performance Incentives (Cont.) (34) Percent of a FSR's Day Spent Doing The Following (35) Percent of a Field Service Reps Day Spent Doing The Following (36) Requiring Supervisors to Spend Fixed Amount of Time in Field (37) Tracking or Measuring "In-Field Time" (38) FSRs Communicate with Customers Results of Service Call - High Bill Investigation
(39) FSRs Communicate with Customers Results of Service Call - Change of Account
(40) FSRs Communicate with Customers Results of Service Call - Gas Service
©2005 PA Consulting Group, All Rights Reserved
III
2005 Customer Service Final Report - Field Service
Field Service
(###) Report Viewer Record Number
Pg. 887.
Pg. 888.
Pg. 888.1.
Pg. 889.
Pg. 890.
Pg. 891.
Pg. 892.
Pg. 893.
Pg. 894.
Pg. 895.
Section Contents
(41) FSRs Communicate with Customers Results of Service Call - Minor Meter Maintenance
(42) Three Most Important Attributes for Field Service Performance - Based Upon Customer Research
(43) Three Most Important Attributes for Field Service Performance (Cont.) - Based Upon Customer Research
(44) Orders Attempted - As a Percent of Total Orders Sent To The Field
(45) Orders Completed - As a Percent of Total Orders Sent To The Field
(46) Reasons for Orders Dispatched but Not Completed (47) Field Service Productivity Rating - Based upon Work Standards (Earned Hours/Available Hours)
(48) Definition/Calculation for Field Productivity (49) Significant Changes Made In Field Service - Changes In The Last Three Years
(50) Average Performance Level -
IV
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Total Field Service Activity Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$7.00
$0.41 <= $2.64
$2.64 <= $5.16
$5.16 <= $8.74
$8.74 <= $27.21
Expense per Adj. Cust.
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
4
8
2
9
4
0
1
7
4
1
2
4
3
1
2
3
2
6
2
4
4
7
6
2
7
3
2
1
3
2
5
3
3
4
1
0
4
5
8
2
2
7
Field Service Dispatch
Gas Service
Minor Meter Maint.
Water Service
High Bill Invest.
Change of Acct
5
1
6
1
5
3
8
1
2
3
9
3
7
1
8
4
9
4
2
2
8
2
0
1
1
9
3
0
Support
Source/Calculation: SUM{B.17}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
855
Calculation shown is for the first piece of the stacked bar only.
7506
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Total Field Service Expense
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$7.32
$0.48 <= $3.20
$3.20 <= $5.24
$5.24 <= $8.99
$8.99 <= $27.21
Expense per Adj. Cust.
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
-$5.00
2
9
4
0
1
7
4
1
2
4
3
1
2
3
4
8
4
7
6
2
7
3
2
2
4
1
3
2
5
3
1
9
1
0
3
4
4
5
8
1
2
2
7
5
1
6
1
5
3
8
2
6
1
2
3
9
3
7
1
8
4
9
4
2
2
8
2
0
3
0
Utilities
Labor
Telephone Service Charges
Facilities
Other
Payroll Taxes
Contract Employee
Technology
Breakdow n Unavailable
Materials
Vehicles
3rd Party Contractor
Source/Calculation: (B.19.1+B.19.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)AQ.3.2
Year: 2004
Final Report
856
Calculation shown is for the first piece of the stacked bar only.
2178
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Total Field Service Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$8.46
$0.48 <= $3.43
$3.43 <= $5.79
$5.79 <= $12.02
$12.02 <= $27.21
Expense per Customer
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
-$5.00
2
9
4
0
1
7
4
1
2
4
2
3
4
8
4
7
3
1
6
2
7
3
2
2
4
1
3
2
5
3
4
4
5
3
1
0
1
1
9
8
1
6
5
2
2
7
1
5
1
2
3
9
1
8
3
8
2
6
3
7
4
9
4
2
2
8
2
0
3
0
Utilities
Labor
Telephone Service Charges
Facilities
Other
Payroll Taxes
Contract Employee
Technology
Breakdow n Unavailable
Materials
Vehicles
3rd Party Contractor
Source/Calculation: (B.19.1+B.19.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
857
Calculation shown is for the first piece of the stacked bar only.
50364
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Total Field Service Expense
Per Service Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$49.16
$1.67 <= $12.91
$12.91 <= $19.88
$19.88 <= $41.66
$41.66 <= $480.47
Expense per Service Order
$500.00
$
4
8
0
.
4
7
$450.00
$400.00
$350.00
$300.00
$250.00
$200.00
$150.00
$100.00
$50.00
$
1
.
6
7
$
2
.
0
0
$
5
.
0
1
$
5
.
7
1
$
7
.
4
3
2
9
4
0
4
6
2
$
1
0
.
7
2
$
1
1
.
7
4
$
1
2
.
1
1
$
1
2
.
8
4
$
1
3
.
1
4
$
1
4
.
2
8
$
1
4
.
5
2
$
1
4
.
8
6
$
1
6
.
1
2
$
1
8
.
5
4
$
1
9
.
2
6
$
1
9
.
8
8
$
1
9
.
8
9
$
2
2
.
5
6
$
2
6
.
1
2
$
2
9
.
4
0
$
2
9
.
9
9
$
3
3
.
6
4
4
8
2
4
3
2
1
3
3
4
2
7
3
9
3
2
5
1
9
1
7
4
1
3
1
1
2
5
2
3
1
5
1
0
$
3
5
.
1
1
$
3
5
.
2
3
3
8
4
9
$
4
3
.
8
0
$
4
7
.
9
1
$
5
0
.
0
9
1
6
2
2
1
8
$
6
2
.
1
1
$
8
7
.
6
2
$
1
1
8
.
7
3
$
1
3
6
.
5
9
$
2
1
2
.
5
1
$0.00
4
5
3
7
4
7
7
8
2
6
2
8
2
0
1
4
2
3
0
Utilities
Source/Calculation: SUM{B.19}/SUM{AJ.2}
Year: 2004
Final Report
858
108
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Total Field Service Expense Per Adjusted Customers
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$7.29
$0.48 <= $3.07
$3.07 <= $5.23
$5.23 <= $9.08
$9.08 <= $27.21
Expense per Adj. Cust.
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
9
4
0
1
7
4
1
2
4
3
1
2
3
4
8
4
7
6
2
7
3
2
2
4
1
3
2
5
3
1
9
1
0
3
4
4
5
8
1
2
2
7
1
6
1
5
3
8
2
6
1
2
3
9
3
7
1
8
4
9
4
2
2
8
2
0
5
3
0
Utilities
Electric
Gas
Water
Other
Source/Calculation: SUM{B.19}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)*B.20.1
Year: 2004
Final Report
859
Calculation shown is for the first piece of the stacked bar only.
1000100
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Total Field Service Expense Per Customer
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$8.38
$0.48 <= $3.40
$3.40 <= $5.31
$5.31 <= $12.32
$12.32 <= $27.21
Expense per Customer
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
9
4
0
1
7
4
1
2
4
2
3
4
8
4
7
3
1
6
2
7
3
2
2
4
1
3
2
5
3
4
4
5
3
1
0
1
1
9
1
6
8
2
2
7
1
5
1
2
3
9
1
8
3
8
2
6
3
7
4
9
4
2
2
8
2
0
5
3
0
Utilities
Electric
Gas
Water
Other
Source/Calculation: SUM{B.19}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})*B.20.1
Year: 2004
Final Report
860
Calculation shown is for the first piece of the stacked bar only.
1000101
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Total Field Service Expense (Including Pensions & Benefits)
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$8.61
$0.48 <= $3.86
$3.86 <= $6.66
$6.66 <= $9.85
$9.85 <= $28.57
Expense per Adj. Cust.
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
-$5.00
2
9
4
0
1
7
3
1
4
1
2
4
4
7
2
3
4
8
6
3
2
2
7
3
4
5
1
3
2
4
2
5
8
1
1
9
1
0
2
2
3
4
5
7
1
5
3
8
1
6
1
2
3
9
2
6
3
7
1
8
4
2
4
9
2
8
2
0
3
0
Utilities
Labor
Telephone Service Charges
Facilities
Other
Payroll Taxes
Contract Employee
Technology
Breakdow n Unavailable
Materials
Vehicles
3rd Party Contractor
Pensions & Benefits
Source/Calculation: (B.19.1+B.19.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
861
Calculation shown is for the first piece of the stacked bar only.
1000083
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Total Field Service Expense (Including Pensions & Benefits)
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$9.95
$0.48 <= $3.86
$3.86 <= $6.69
$6.69 <= $13.00
$13.00 <= $28.57
Expense per Customer
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
-$5.00
2
9
4
0
1
7
4
1
2
4
4
7
3
1
2
3
4
8
6
3
2
2
7
4
5
1
3
3
2
4
2
5
1
3
4
8
1
0
1
9
5
2
2
1
5
1
6
7
1
2
3
9
3
8
1
8
3
7
4
2
2
6
4
9
2
8
2
0
3
0
Utilities
Labor
Telephone Service Charges
Facilities
Other
Payroll Taxes
Contract Employee
Technology
Breakdow n Unavailable
Materials
Vehicles
3rd Party Contractor
Pensions & Benefits
Source/Calculation: (B.19.1+B.19.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
862
Calculation shown is for the first piece of the stacked bar only.
1000084
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Field Service
Total Field Service Expenditure
Per Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$7.84
$0.48 <= $3.70
$3.70 <= $5.93
$5.93 <= $8.99
$8.99 <= $27.21
Expenditure per Adj. Cust.
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
-$5.00
2
9
4
0
4
1
2
4
1
7
3
1
4
8
6
2
7
3
2
4
7
2
4
1
3
3
3
4
2
3
4
5
1
9
1
2
2
1
0
2
5
7
8
5
1
6
1
5
3
8
2
6
1
2
3
9
3
7
1
8
4
9
4
2
2
8
2
0
Utilities
Labor
Telephone Service Charges
Facilities
Other
Payroll Taxes
Contract Employee
Technology
Breakdow n Unavailable
Materials
Vehicles
3rd Party Contractor
Capital
Source/Calculation: (B.19.1+B.19.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
863
Calculation shown is for the first piece of the stacked bar only.
1000282
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Field Service
Total Field Service Expenditure
Per Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$9.05
$0.48 <= $3.70
$3.70 <= $6.60
$6.60 <= $12.32
$12.32 <= $27.21
Expenditure per Cust.
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
-$5.00
2
9
4
0
4
1
2
4
1
7
4
8
3
1
6
2
7
3
2
4
7
2
4
1
3
3
4
2
3
4
5
3
1
2
5
1
9
1
0
1
6
8
5
2
2
7
1
5
1
2
3
9
3
8
2
6
1
8
4
9
3
7
4
2
2
8
2
0
Utilities
Labor
Telephone Service Charges
Facilities
Other
Payroll Taxes
Contract Employee
Technology
Breakdow n Unavailable
Materials
Vehicles
3rd Party Contractor
Capital
Source/Calculation: (B.19.1+B.19.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
863.1
Calculation shown is for the first piece of the stacked bar only.
1000672
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Field Service Support Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.45
$0.06 <= $0.13
$0.13 <= $0.38
$0.38 <= $0.70
$0.70 <= $1.18
Expense Per Adjusted Customer
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
1
3
2
2
1
0
2
6
4
5
2
4
4
1
7
4
9
3
8
2
7
3
7
1
7
4
2
3
1
8
2
5
3
0
6
4
0
1
9
1
5
3
2
3
1
8
2
8
3
2
3
4
1
6
2
9
3
9
4
2
Direct Labor Expense
Materials
Facilities
Other
Payroll Taxes
Telephone Service Charges
Vehicles
Breakdow n Unavailable
Contract Employee
3rd Party Contractor
Technology
4
7
1
2
1
5
2
0
4
8
Source/Calculation: (B.18.1+B.18.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
864
Calculation shown is for the first piece of the stacked bar only.
1000404
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Field Service Support Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.56
$0.06 <= $0.20
$0.20 <= $0.38
$0.38 <= $0.85
$0.85 <= $1.51
Expense Per Customer
$1.60
$1.40
$1.20
$1.00
$0.80
$0.60
$0.40
$0.20
$0.00
1
3
2
2
1
0
2
6
4
5
2
4
4
1
4
9
2
7
7
3
8
3
7
1
7
4
2
3
1
8
2
5
3
0
6
4
0
1
9
1
5
3
2
3
1
8
2
8
3
2
3
4
1
6
2
9
3
9
4
2
Direct Labor Expense
Materials
Facilities
Other
Payroll Taxes
Telephone Service Charges
Vehicles
Breakdow n Unavailable
Contract Employee
3rd Party Contractor
Technology
4
7
1
2
1
5
2
0
4
8
Source/Calculation: (B.18.1+B.18.2)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})+SUM{A.9})
Year: 2004
Final Report
865
Calculation shown is for the first piece of the stacked bar only.
1000601
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Company Field Service Staffing Level
FTEs per 100,000 Adjusted Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
7.50
0.95 <= 2.59
2.59 <= 5.55
5.55 <= 10.54
10.54 <= 20.00
FTEs per 100K Adj. Cust.
25.00
20.00
15.00
10.00
5.00
0
.
9
5
1
.
2
7
1
.
3
8
1
7
2
6
1
.
7
0
1
.
9
1
2
.
0
3
2
7
2
4
0
2
.
3
5
2
.
8
4
3
.
4
8
4
.
1
4
4
.
8
8
5
.
0
7
5
.
2
8
3
2
7
2
4
5
.
5
5
6
.
3
9
6
.
5
2
1
6
1
0
7
.
1
0
7
.
6
5
7
.
6
6
2
2
4
8
9
.
8
2
1
1
.
2
6
1
3
.
8
4
1
5
.
4
6
1
5
.
5
1
3
9
4
5
1
9
.
0
6
1
9
.
3
0
3
7
1
8
2
0
.
0
0
0.00
8
1
3
3
1
2
3
4
7
6
2
5
3
4
1
2
8
1
2
2
0
5
4
1
4
2
2
9
4
9
3
8
3
1
5
1
9
3
0
4
Source/Calculation: (SUM{G.3})/((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: 2004
Final Report
867
9153
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Company Field Service Staffing Level
FTEs per 100,000 Customers
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
8.1
1.2 <= 2.9
2.9 <= 7.1
7.1 <= 11.6
11.6 <= 24.3
FTEs per 100K Customers
25.0
2
4
.
3
1
9
.
3
20.0
15.0
10.0
5.0
1
.
2
1
.
3
8
1
7
1
.
7
1
.
9
2
.
0
2
.
2
2
.
3
2
7
2
4
0
2
6
1
3
3
.
5
4
.
1
4
.
3
4
7
3
1
4
.
9
5
.
3
5
.
6
7
.
1
7
.
1
1
6
2
5
7
.
7
8
.
0
8
.
6
9
.
8
1
1
.
3
1
2
.
0
1
3
.
8
1
5
.
5
1
5
.
5
3
9
4
5
2
0
.
0
0.0
2
3
3
2
2
4
6
4
8
7
1
0
3
4
1
2
2
2
8
1
8
1
2
3
7
2
0
5
4
1
4
2
2
9
4
9
3
8
3
1
5
1
9
3
0
4
Source/Calculation: (SUM{G.3})/((SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})/100000)
Year: 2004
Final Report
868
1947
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Field Service Order
Per Customer
Mean
0.32
Orders per Customer
1.20
1.00
0.80
0.60
0.40
0.20
0.00
4
7
8
2
6
4
5
7
1
7
2
3
4
1
3
1
1
0
1
6
3
7
2
2
2
7
4
8
2
2
9
3
2
2
5
1
8
1
9
2
4
1
3
3
4
4
3
5
Electric Change of Account
Gas Change of Account
Water Change of Account
Electric Minor Meter Maintenance
Gas Minor Meter Maintenance
Water Minor Meter Maintenance
Gas Service Orders
Water Service Orders
High Bill Investigations
1
5
3
8
4
0
1
2
6
4
9
3
9
2
8
2
0
1
4
2
3
0
Other
Source/Calculation: AJ.2.1/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
869
Calculation shown is for the first piece of the stacked bar only.
8043
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Method Used Internally to Count Service Orders
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Each activity at a meter is part
of the same service order:
2. Each activity at a meter is a
separate service order:
99. Other:
Percent
65.6%
34.4%
0.0%
Source/Calculation: AJ.3.1
Year: 2004
Final Report
872
60139
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Method Used Internally to Count Service Orders (Cont.)
Source/Calculation: AJ.3.99
Year: 2004
Final Report
872.1
60376
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Annual Volume of Field Service Completed Orders
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.254
0.002 <= 0.101
0.101 <= 0.216
0.216 <= 0.335
0.335 <= 1.093
SO per Adj. Customer
1.200
1.000
0.800
0.600
0.400
0.200
0.000
2
6
2
5
4
7
4
5
4
1
7
2
3
4
1
3
1
6
1
8
2
2
1
0
1
6
3
7
2
7
4
8
2
1
9
2
9
3
2
1
3
3
4
2
4
4
2
4
0
1
2
3
9
2
8
2
0
5
1
4
9
3
8
7
8
Electric Change of Account
Gas Service Orders
Gas High Bill Investigations
Water Minor Meter Maintenance
Electric Minor Meter Maintenance
Gas Change of Account
Water Service Orders
Water High Bill Investigations
Electric High Bill Investigations
Gas Minor Meter Maintenance
Water Change of Account
Other
3
1
5
3
0
Source/Calculation: AJ.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: 2004
Final Report
873
Calculation shown is for the first piece of the stacked bar only.
100791
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Primary Employee Classification Used
F = Field Service; R= Meter Reader, G= Gas Service; W= Electrical Worker; S = Meter Shop
Question
5
6
7
8
1
3
1
5
1
6
1
7
f
f
r
f
f
f
1
8
1
9
2
0
2
2
2
3
2
4
2
5
2
6
2
7
2
8
r
f
f
f
r
f
g
f
f
f
f
f
2
9
3
1
3
2
3
4
3
7
f
f
f
f
f
f
f
s
f
f
f
f
fs
f
f
s
f
f
fs
f
3. Gas Service Orders:
fs
gs
f
f
g
g
g
g
f
4. Gas Change of Account:
fs
gs
f
f
f
g
r
r
r
5. Gas Minor Meter Maintenance:
fs
gs
f
f
g
g
g
g
f
2. Electric Minor Meter
Maintenance:
4
1
2
2
1. Electric Change of Account:
3
1
0
1
f
3
0
3
8
3
9
4
0
4
1
f
f
f
f
s
f
4
2
4
5
4
7
f
g
fs
f
f
g
fs
f
f
g
fs
f
fs
f
f
f
g
s
f
f
r
f
f
s
g
s
f
s
61.5%
m
33.3%
30.8%
f
f
61.5%
30.8%
8. Water Minor Meter
Maintenance:
9. High Bill Investigations:
4
Percent
9
f
g
6. Water Service Orders:
7. Water Change of Account:
4
8
g
f
s
2.6%
f
5.1%
s
2.6%
f
48.7%
99. Other:
f
f
f
7.7%
Source/Calculation: AJ.5.1
Year: 2004
Final Report
874
99382
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Primary Employee Classification Used
F=Field Service; R=Meter Reader, G=Gas Service; W=Electrical Worker; S=Meter Shop
Q: What employee classification primarily performs the following functions?
Duke Pow er's version of high bill investigation... no customer discussion
Field Collections and Re-reads
Miscellaneious Order
Source/Calculation: AJ.5.99
Year: 2004
Final Report
874.1
99381
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Method Used To Measure Service Rep Productivity
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Do Not Measure:
Percent
12.1%
2. Field visits completed:
45.5%
3. Field activities completed:
45.5%
4. Time available for w ork:
18.2%
99. Other:
36.4%
Source/Calculation: AJ.6.1
Year: 2004
Final Report
875
60141
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Method Used To Measure Service Rep Productivity (Cont.)
Q: How do you measure Service Rep productivity?
% of collections, dollar amount of collections, # of reconnects
COMPARISON OF STANDARD ALLOTTED TIME VERSUS ACTUAL TIME TO COMPLETE & AVAILABLE TIME FOR WORK.
Cost per order
Customer Complaint, Backlog, Customer Satisfaction
Customer Satisfaction, Safety, etc.
Effectiveness and Satisfaction
Points per hour based on job type
Productivity factor
Productivity-Time Based Measure of Performance Versus Standard
Service orders issues vs service orders completed
Utilization % (time @ Job), Performance % to Standard, travel time % & Productivity (Utilization x Performance)
We examine the w ork attempted and completed. Supervisor review daily manifest sheets.
Source/Calculation: AJ.6.99
Year: 2004
Final Report
875.1
60383
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Method Used To Ensure Service Reps Receive The Equivalent of
a Full Day's Workload
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Not Applicable:
Percent
0.0%
2. Standard number of service
orders/tags:
3. Standard job and travel time
assigned to each field activity:
4. Successive service
orders/tags dispatched after
completion of each job:
31.3%
68.8%
12.5%
99. Other:
15.6%
Source/Calculation: AJ.7.1
Year: 2004
Final Report
876
60142
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Method Used To Ensure Service Reps Receive The Equivalent of
a Full Day's Workload (Cont.)
Q: How do you ensure Service Reps receive the equivalent of a full day's workload?
Back up w ork provide in daily w ork mix. Dispatch monitors w ork load during the day.
Employees are given a routine number of orders by job class/geographical location approximately 50 orders at a time.
Mobil Data Workload Assignment
More than one day w orkload in hand
They have scheduled appointments and flex time.
Source/Calculation: AJ.7.99
Year: 2004
Final Report
876.1
60384
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Field Service Reps Required To Finish All of Their Assigned
Work Each Day
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
31.3%
2. No:
68.8%
Source/Calculation: AJ.8.1
Year: 2004
Final Report
877
60143
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Method Used To Track The Number of Service Requests
Completed By An Individual Service Rep
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Manual Tally:
Percent
35.5%
2. Automated Tally:
74.2%
99. Other:
6.5%
Source/Calculation: AJ.9.1
Year: 2004
Final Report
878
60144
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Method Used To Track The Number of Service Requests
Completed By An Individual Service Rep
Q: How do you count the number of service requests completed by an individual service rep?
Mob. Data System
Service Orders Issues vs Service Orders Completed
Source/Calculation: AJ.9.99
Year: 2004
Final Report
878.1
60385
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
FSR Performance Incentives
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. No Incentives:
Percent
45.5%
2. Gifts (Jacket, Hats, Etc.):
18.2%
3. Recognition (Employee Of The
Month, Commendation,
New sletter, Etc.):
4. Rew ards For Customer
Commendations:
5. Rew ard Meals (Lunches,
Dinners):
6. Monetary Aw ard (Money, Gift
Certificate, Etc.):
99. Other:
30.3%
9.1%
21.2%
30.3%
15.2%
Source/Calculation: AJ.10.1
Year: 2004
Final Report
879
113
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
FSR Performance Incentives (Cont.)
Q: What incentives do you offer to improve FSR performance?
$25 Gift Certificate for above and beyond performace.
Gift for minimal sick leave
Group/Team Recognition
Performance Goals
Success sharing - all company employees can gain a portion of a calculated pool of dollars after year-end based on thier salary range and thier annual performan
review .
Source/Calculation: AJ.10.99
Year: 2004
Final Report
879.1
8071
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Percent of a FSR's Day Spent Doing The Following
Percent
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
1
3
3
0
1
1
8
3
1
7
2
6
8
2
7
1
6
2
8
1
9
2
2
2
1
0
4
5
4
1
6
4
0
4
7
1
2
2
3
2
5
2
4
4
4
8
3
2
Service Orders
Breaks/Lunch
Uploading Information
Dow nloading Route/Schedule/Preparation
Travel
End of day w rap-up/paperw ork
3
4
1
7
4
2
5
4
9
3
8
3
9
3
2
0
1
5
3
7
2
9
Other
Source/Calculation: AJ.11.4
Year: 2004
Final Report
880
Calculation shown is for the first piece of the stacked bar only.
60145
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Percent of a Field Service Reps Day Spent Doing The Following
Q: What percent of a field service reps day is spent doing the following?
Field Delays due to Access to Premise
Start Time
Source/Calculation: AJ.11.99
Year: 2004
Final Report
880.1
60386
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Requiring Supervisors to Spend Fixed Amount of Time in Field
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
9.7%
2. No:
90.3%
Source/Calculation: AJ.12.1
Year: 2004
Final Report
881
1000479
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Tracking or Measuring "In-Field Time"
Q: If so, how is "in-field time" tracked or measured?
Route sheets and automated dispatch w ork
Self Reported/Monthly Meetings
Supervisor "in field time" not tracked
Supervisors prepare a quarterly schedule for field visits
Source/Calculation: AJ.13.1
Year: 2004
Final Report
882
1000480
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
FSRs Communicate with Customers Results of Service Call
High Bill Investigation
Q: How do FSRs communicate with customers on the results of a service call?
Attempt to contact customer through Customer Contact Center
Call Center
Customer Contact
CUSTOMER REQUIRED TO BE AT ADDRESS WHILE SERVICE WORK IS PERFORMED
Door hanger
Door Hanger. Call back handled by CSR if requested,
Face to face
Face to Face
Face to face and/or copy of service report
Face-to-face - hang tag
If customer present, findings discussed, otherw ise follow -up from Customer Service
If home, may compare readings.
If the customer is available on the premise the Field Service Rep w ill meet w ith the customer.
In person
In person, leave behind, and office call
Investigator calls customer, leaves sorry card w ith instructions, sends infomation back to Call Center for final call/letter to customer
Meet customer at premises, call , letter
Meet w ith customer on the site
Milestone feedback to Contact Centre
Phone (landline & cell) and on-site
Through face-to face response to inquiry and/or telephone follow -up call.
While on site
Source/Calculation: AJ.14.1
Year: 2004
Final Report
883
7258
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
FSRs Communicate with Customers Results of Service Call
Change of Account
Q: How do FSRs communicate with customers on the results of a service call?
Billing
Call Center
Copy of service report
Customer Contact Center
CUSTOMER REQUIRED TO BE AT ADDRESS WHILE SERVICE WORK IS PERFORMED
Door hanger
Door Hanger
Door Hanger and / or Customer Contact
Door Hanger or Face to Face
Face to Face
Face-to-face - door hanger
Milestone feedback to Contact Centre
N/A
None
Normally do not communicate w ith customer unless they approach FSR.
Not applicable
Not done.
nothing- Service is on
on-site
perhaps some discussion if customer contacts
Person to Person / Notices Left
Phone
This is done at the time of the Service call taken by the CSR., No contact w ith field rep.
usually no communication, door tags on occassion
w hile on site or not at all
Source/Calculation: AJ.14.2
Year: 2004
Final Report
884
50105
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
FSRs Communicate with Customers Results of Service Call
Gas Service
Q: How do FSRs communicate with customers on the results of a service call?
CUSTOMER REQUIRED TO BE AT ADDRESS WHILE SERVICE WORK IS PERFORMED
discuss w hat found if cusotmer present, otherw ise door-knob card
Door Hanger
Face to Face
Face to face and copy of service report
In person
In person and leave behind card
N/A
N/A
n/a
N/A
Responses provided based on questions from customers.
w hile on site or not at all
Source/Calculation: AJ.14.3
Year: 2004
Final Report
885
50103
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
FSRs Communicate with Customers Results of Service Call
Minor Meter Maintenance
Q: How do FSRs communicate with customers on the results of a service call?
Copy of service report and/or face to face
CUSTOMER REQUIRED TO BE AT ADDRESS WHILE SERVICE WORK IS PERFORMED
done by operations
Door hanger
Door Hanger
Face to face
Face-to-face - door hanger
Hang a door tag at the premises
If customer present discuss finding
In person
Knock on door
Leave a door hanger
Milestone feedback to Contact Centre
N/A
N/A
N/A
None. If call back requested, done by CSR.
Normally do not communicate w ith customer unless they approach FSR.
Not account on w ork complete - Phone Center
On site
Responses provided based on questions from customers.
w hile on site or not at all
Source/Calculation: AJ.14.5
Year: 2004
Final Report
887
50104
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Three Most Important Attributes for Field Service Performance
Based Upon Customer Research
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Advance Notice Of Work:
Percent
3.8%
2. Personnel Identification:
0.0%
3. Response Time:
61.5%
4. Call Before Arriving At Customer Site:
11.5%
5. Timeliness Of Promised Arrival:
57.7%
6. Explanation Of Work:
26.9%
7. Informing Customer Of Missed
Appointment:
0.0%
8. Courteous/Skillful/Empow ered:
57.7%
9. Know ledge Of Account History:
7.7%
10. Number Of Trips To Complete The
Work:
19.2%
11. Follow -up Checks:
0.0%
12. Flexibility In Handling Requests:
15.4%
13. Represent Customer Needs:
11.5%
14. Answ ering Questions:
3.8%
99. Other:
11.5%
Source/Calculation: AJ.15.1
Year: 2004
Final Report
888
7251
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Three Most Important Attributes for Field Service Performance
(Cont.)
Based Upon Customer Research
Q: What does your customer research suggest as the three most important attributes of field service performance?
do not have access to data
Quality of w ork
Successful repairw ork completed/quality of service
Source/Calculation: AJ.15.99
Year: 2004
Final Report
888.1
725199
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Orders Attempted
As a Percent of Total Orders Sent To The Field
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
93.4%
100.0% => 100.0%
100.0% => 100.0%
100.0% => 100.0%
100.0% => 53.5%
Question
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
%
80.0%
70.0%
5
3
.
5
%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
2
9
1
6
1
7
6
1
3
4
4
1
1
9
3
1
8
4
8
2
2
2
3
8
1
5
2
4
4
0
2
7
3
0
2
5
1
8
2
3
3
4
2
2
0
3
7
1
0
5
1
7
4
7
2
8
4
5
3
9
3
4
2
6
3
2
4
9
1
2
Percent
Source/Calculation: AJ.16.2/AJ.16.1
Year: 2004
Final Report
889
60146
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Orders Completed
As a Percent of Total Orders Sent To The Field
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
90.7%
100.0% => 100.0%
100.0% => 98.4%
98.4% => 91.7%
91.7% => 46.5%
Question
100.0%
90.0%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
9
9
.
7
%
9
7
.
1
%
9
2
.
3
%
9
0
.
0
%
80.0%
70.0%
60.0%
4
6
.
5
%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
6
4
1
3
4
0
2
9
1
6
1
7
4
1
4
9
2
3
1
8
2
5
3
0
2
7
1
9
1
5
3
2
2
2
4
8
8
7
3
1
4
2
2
0
3
7
1
0
5
1
3
8
4
7
2
4
4
5
3
9
3
4
2
6
3
2
2
8
1
2
Percent
Source/Calculation: AJ.16.3/AJ.16.1
Year: 2004
Final Report
890
1000630
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Reasons for Orders Dispatched but Not Completed
Percent
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
3
1
8
1
9
2
Cant Get In/Access
1
7
2
5
3
2
4
1
2
2
1
0
1
8
1
3
3
7
2
9
No Action Taken (No Reason)
4
5
1
6
4
8
6
1
2
3
8
2
7
4
7
4
0
Wrong Skill Set
2
4
3
7
1
5
4
9
2
6
Wrong Tools/Equipment
3
9
1
3
4
4
2
2
8
4
2
0
2
3
3
0
5
Other
Source/Calculation: AJ.17.1
Year: 2004
Final Report
891
Calculation shown is for the first piece of the stacked bar only.
60387
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Field Service Productivity Rating
Based upon Work Standards (Earned Hours/Available Hours)
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
71.2%
99.7% => 87.7%
87.7% => 75.0%
75.0% => 55.0%
55.0% => 41.9%
Rating
100.0%
90.0%
9
9
.
7
%
9
5
.
0
%
9
5
.
0
%
8
7
.
7
%
8
0
.
0
%
80.0%
7
7
.
0
%
7
5
.
0
%
6
3
.
0
%
70.0%
60.0%
5
8
.
0
%
5
5
.
0
%
5
0
.
5
%
50.0%
4
8
.
0
%
4
1
.
9
%
40.0%
30.0%
20.0%
10.0%
0.0%
4
8
3
4
1
9
2
2
3
1
4
5
7
1
6
1
7
2
9
1
2
8
2
3
4
9
1
8
1
3
2
5
3
0
6
2
7
4
0
1
5
3
2
4
2
4
2
8
3
2
2
6
3
9
4
2
4
7
1
4
1
5
1
0
3
7
2
0
3
8
Source/Calculation: AJ.18.1
Year: 2004
Final Report
892
100792
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Definition/Calculation for Field Productivity
Q: If you don't use the field productivity rating as described in the glossary, please provide your definition/ calculation for productivity?
% orders successfully completed vs orders dispatched
460 orders / month / employee
Actual Field Time vs. Set Goal Time
ACTUAL TIME SPENT ON SERVICEWORK VS TOTAL AVAILABLEWORK TIME
Actual time vs. standard allotted time and available time.
Cost per order
Drive time and completion time is compared against the standard for that activity
Measure productivity by field visits completed, filed activities and completed, customer satisfaction and safety
None,
Number of stops per day
On Site time / Available time
Same as glossary: Productivity = earned hours divieded by total hours
Service Orders Issues vs Service Orders Completed
Time based indication of how much time w as spent completing w ork on a meter in a given day based on observed time standards
Utilization (hrs on job) x Performance (% performance to standard)
We examine the w ork attempted and completed. Supervisor review s daily manifest sheets.
Source/Calculation: AJ.19.1
Year: 2004
Final Report
893
100916
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Significant Changes Made In Field Service
Changes In The Last Three Years
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Issuing of Orders:
Percent
37.5%
2. Assignment of Orders:
33.3%
3. Management of Orders in
Field:
4. Posting of Orders:
41.7%
12.5%
5. Technology:
41.7%
6. Organization:
25.0%
99. Other:
33.3%
Source/Calculation: AJ.20.1
Year: 2004
Final Report
894
8013
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service
Average Performance Level
Question
1 2 3 4 5 6 7 8
1. Average Number of Service
Orders Worked per Day per FSR:
2. Average On-site Time per
Service Order:
3. Average Enroute Time (Travel
Time) per Service Order:
4. Average Total Time (On-site &
Travel Time) per Service Order:
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
Average:
-
6
6
-
-
-
-
-
8
-
1
1
-
-
1 1 1 5
2 5 2 0
-
1 1 4 2 1
3 0 7 3 0
-
3
0
-
-
2 1 3 1
0 8 6 6
-
-
3
5
9
-
8
-
2
9
-
23
-
-
-
-
-
-
-
2
8
-
2
2
-
-
1
2
8
8
8
5
-
2 1
2 7
-
8
2
5
-
-
-
-
1
1
3 3
5
5
-
-
-
8
2
-
3
1
-
-
-
21
-
-
-
-
-
-
-
1
7
-
1
0
-
-
1 1
8 2
7 5
-
1
2
-
-
8
1
6
-
-
-
-
9
1
1
3
5
2
-
-
-
5
3
-
1 3
7 0
-
-
15
-
-
-
-
-
-
-
4
5
-
3
2
-
-
3 2 3 1
5 3 3 0
-
3
4
-
-
1 4
6 0
-
-
-
-
2 1
2
6
4 8
7
-
-
-
1
3
5
-
4
8
-
-
35
-
Source/Calculation: AJ.21.1
Year: 2004
Final Report
895
1000478
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Field Service
Field Service: Order Management
(###) Report Viewer Record Number
Pg. 896.
Pg. 897.
Pg. 898.
Pg. 899.
Pg. 899.1.
Pg. 900.
Pg. 900.1.
Pg. 901.
Pg. 901.1.
Pg. 902.
Pg. 902.1.
Pg. 903.
Pg. 903.1.
Pg. 904.
Pg. 905.
Pg. 905.1.
Pg. 906.
Pg. 906.1.
Pg. 907.
Pg. 907.1.
Pg. 908.
Pg. 908.1.
Pg. 909.
Pg. 909.1.
Pg. 910.
Pg. 910.1.
Section Contents
(52) Field Service Order Management (Dispatch) Expense - Per Adjusted Customer
(53) Field Service Order Management (Dispatch) Expense - Per Customer
(54) Field Service Order Management Expense - Per Service Order
(55) Service Order Assignment Method (56) Service Order Assignment Method (Cont.) (57) Location Where Most FSRs Start Their Day (58) Location Where Most FSRs Start Their Day (Cont.) (59) Mobile Data Tracking and Scheduling Features for FSRs (60) Mobile Data Tracking and Scheduling Features for FSRs (Cont.) (61) Time Frame Guarantees Provided (62) Time Frame Guarantees Provided (63) Types of Service Appointments Scheduled (64) Types of Service Appointments Scheduled (65) Use of Call Management System or Other Software - To Schedule Field Service Visits
(66) Percent of Completed Field Service Orders Handled In Each Way (67) Percent of Completed Field Service Orders Handled In Each Way (68) Groups Supported by Dispatch (69) Groups Supported by Dispatch (cont.) (70) Vendors for Mobile Data Terminals (71) Vendors for Mobile Data Terminals (Cont.) (72) Vendors for Communications Network (73) Vendors for Communications Network (Cont.) (74) Vendors for Dispatch Software (75) Vendors for Dispatch Software (Cont.) (76) Vendors for Scheduling Software (77) Vendors for Scheduling Software (Cont.) -
V
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Field Service Order Management (Dispatch) Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.71
$0.04 <= $0.29
$0.29 <= $0.66
$0.66 <= $1.03
$1.03 <= $2.11
Expense per Adj. Cust.
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
2
4
1
3
4
1
3
2
3
1
4
5
2
7
1
0
6
7
3
7
2
2
3
4
8
3
1
8
5
1
5
3
8
1
2
4
9
3
9
1
6
1
7
2
3
2
5
3
0
4
0
1
9
4
4
8
2
8
2
6
Direct Labor Expense
Contracted Employee
Facilities
Other
Payroll Taxes
Telephone Service Charges
Technology
Breakdow n Unavailable
Materials
Vehicles
3rd Party Contractor
2
9
4
2
4
7
1
2
0
2
Source/Calculation: (B.17.2+B.17.1)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
896
Calculation shown is for the first piece of the stacked bar only.
10040
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Field Service Order Management (Dispatch) Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.85
$0.04 <= $0.33
$0.33 <= $0.91
$0.91 <= $1.27
$1.27 <= $2.33
Expense per Customer
$2.50
$2.00
$1.50
$1.00
$0.50
$0.00
2
4
1
3
4
1
3
2
4
5
2
7
3
1
6
1
0
3
4
3
7
7
1
8
8
2
2
1
2
3
4
9
5
3
9
1
5
3
8
1
6
2
3
2
9
4
2
4
7
1
2
0
2
6
4
1
7
2
5
Direct Labor Expense
Contracted Employee
Facilities
Other
Payroll Taxes
Telephone Service Charges
Technology
Breakdow n Unavailable
Materials
Vehicles
3rd Party Contractor
3
0
4
0
1
9
2
4
8
2
8
Source/Calculation: (B.17.2+B.17.1)/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
897
Calculation shown is for the first piece of the stacked bar only.
50363
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Field Service Order Management Expense
Per Service Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.88
$0.11 <= $1.27
$1.27 <= $2.35
$2.35 <= $3.40
$3.40 <= $26.90
Expense per Service Order
$30.00
$
2
6
.
9
0
$25.00
$20.00
$15.00
$
1
0
.
3
8
$
1
0
.
6
3
1
6
7
$10.00
$5.00
$
0
.
1
1
$
0
.
2
6
$
0
.
5
9
$
0
.
6
0
2
4
1
3
6
3
2
$
1
.
0
0
$
1
.
2
5
$
1
.
3
0
4
1
2
7
3
9
$
1
.
7
2
$
1
.
9
4
$
1
.
9
7
$
2
.
0
0
$
2
.
3
5
3
4
3
1
1
2
4
9
1
0
$
2
.
7
7
$
2
.
8
1
$
2
.
9
5
3
1
8
4
5
$
3
.
2
4
$
3
.
3
9
$
3
.
4
0
$
3
.
4
0
5
3
8
1
5
3
7
$
4
.
3
8
$0.00
2
2
8
1
7
2
3
2
5
3
0
4
0
1
9
4
4
8
2
8
2
6
2
9
4
2
4
7
1
2
0
2
Source/Calculation: (SUM{B.17}/SUM{AJ.2})
Year: 2004
Final Report
898
6501
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Service Order Assignment Method
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. In Office, Get Paper Service
Orders:
2. Radio Dispatch In The Morning
And During The Day:
3. Modem/Electronic Dispatch At
Home In The Morning:
4. In Office, Get Mobile Computer
w ith Dow nloaded Orders:
99. Other:
Percent
42.4%
51.5%
21.2%
42.4%
24.2%
Source/Calculation: AK.2.1
Year: 2004
Final Report
899
1844
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Service Order Assignment Method (Cont.)
Q: How are service orders assigned to FSRs?
#4 in Metro, #2 Outstate
Cellular netw ork w ork management system
Dispatch during the day
Electronic dispatch to mobile device
In vehicle, receive mobile dow nload
Phone out orders
Wireless, real-time
Work dispatched to mobile terminal in vehicle in the morning and throughout the day.
Source/Calculation: AK.2.99
Year: 2004
Final Report
899.1
8156
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Location Where Most FSRs Start Their Day
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Home, Receive Radio
Dispatch:
2. Home, Receive
Telephone/Modem Dispatch:
3. Local Office:
Percent
0.0%
12.9%
38.7%
4. Operating Center:
38.7%
5. Arrival At First Job Site:
9.7%
99. Other:
12.9%
Source/Calculation: AK.3.1
Year: 2004
Final Report
900
129
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Location Where Most FSRs Start Their Day (Cont.)
Q: At what location do most FSRs start their day?
Home Based Reporting
Home- via mobie data terminal located in vehicle.
Local offices, Operating center, Home in vehicle
Mobil Data
Source/Calculation: AK.3.99
Year: 2004
Final Report
900.1
8075
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Mobile Data Tracking and Scheduling Features for FSRs
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. None:
Perce
24.2
2. Orders dow nloaded to mobile
computer during the day:
3. Order routes dow nloaded to mobile
computer:
63.6
39.4
4. Mobile computer interface/w ireless
link to dispatch or local office (for
emails, paging, communications):
5. Assigned orders are presented to
the FSR as assigned/optimized:
6. FSR can request or field generate
an order via the mobile computer:
7. FSR can query the CIS via the
mobile computer for particular
customer (e.g. billing) information:
8. Completed orders can be released
via the mobile computer and the
w ireless netw ork for "real time"
completion in the Customer System:
99. Other:
48.5
42.4
42.4
33.3
66.7
9.1%
Source/Calculation: AK.4.1
Year: 2004
Final Report
901
125
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Mobile Data Tracking and Scheduling Features for FSRs (Cont.)
Q: Are your FSRs supported with the following automated mobile computer system features?
E-message (dispatch to gas service rep (GSR) or GSR to GSR.
Home in vehicle
Milestone feedback
Mobile Computing for Night Reconnects
Source/Calculation: AK.4.99
Year: 2004
Final Report
901.1
8073
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Time Frame Guarantees Provided
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. No Guarantees:
Percent
25.0%
2. Same Day:
31.3%
3. Next Day/48-Hours:
28.1%
4. AM/PM:
40.6%
5. One-Hour Window :
12.5%
6. Tw o-Hour Window :
18.8%
7. Four-Hour Window :
28.1%
8. Eight-Hour Window :
12.5%
99. Other:
18.8%
Source/Calculation: AK.5.1
Year: 2004
Final Report
902
1000061
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Time Frame Guarantees Provided
Q: What time frame guarantees do you provide?
3 business days for change of account
3-5 business days
6 hour for urban and 18 hours for rural
Future date
Occasionally at a specific time.
One hour response time to Gas ordors - First respondent.
Source/Calculation: AK.5.99
Year: 2004
Final Report
902.1
60149
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Types of Service Appointments Scheduled
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Change of Account:
Percent
59.3%
2. High Bill Investigation:
77.8%
3. Gas Leak/Service:
25.9%
4. Water Leak/Service:
0.0%
5. Minor Meter Maintenance:
44.4%
99. Other:
37.0%
Source/Calculation: AK.6.1
Year: 2004
Final Report
903
1000062
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Types of Service Appointments Scheduled
Q: What types of service appointments do you schedule?
"if" requested 2 hour w indow
Appliance Repair Service
Drop/reattach & temporary disconnect/connect orders
For large C&I customers, eter maintenance w hile durind shut dow n
Gas leaks w ithin 30 minutes of being reported
generally any requiring inside meter access and/or necessitating customer preference.
Meter maintenance w here access is needed.
Request for read.
Will schedule appointment for all order types w here access is an issue.
Source/Calculation: AK.6.99
Year: 2004
Final Report
903.1
60150
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Use of Call Management System or Other Software
To Schedule Field Service Visits
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
38.7%
2. No:
61.3%
Source/Calculation: AK.7.1
Year: 2004
Final Report
904
60151
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Percent of Completed Field Service Orders Handled In Each Way
Percent
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
1
2
7
1
3
3
7
3
1
6
1
9
2
2
1
8
2
4
4
4
5
1
6
2
3
2
6
3
2
4
1
2
7
8
1
4
2
2
4
8
4
0
2
5
1
7
2
9
3
9
3
5
4
7
2
0
3
4
2
8
Orders released upon completion for posting and closing in the CIS
Orders uploaded at end of day for posting, closing in the CIS
Returned to the Local Office and posted/closed in LO
Orders released for manual posting and closing
Returned to the Local Office and routed elsew here
Other
3
8
4
9
1
0
3
0
1
5
Source/Calculation: AK.8.3
Year: 2004
Final Report
905
Calculation shown is for the first piece of the stacked bar only.
60153
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Percent of Completed Field Service Orders Handled In Each Way
Source/Calculation: AK.8.99
Year: 2004
Final Report
905.1
60391
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Groups Supported by Dispatch
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Field Service:
Percent
100.0%
2. Credit Field Activities:
80.0%
3. Energy Theft:
43.3%
4. Construction Crew s:
40.0%
5. Troublemen:
40.0%
99. Other :
10.0%
Source/Calculation: AK.9.1
Year: 2004
Final Report
906
50291
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Groups Supported by Dispatch (cont.)
Q: What groups are supported by dispatch? Note, only include costs and staffing for the first two groups (Field Service and Credit Field).
Distribution, Meter Reading
Hih Bill Investigation
Lighting repair crew s
Meter Tech's
Source/Calculation: AK.9.99
Year: 2004
Final Report
906.1
1000652
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Vendors for Mobile Data Terminals
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Panasonic:
Percent
38.1%
2. Motorola:
9.5%
3. MDSI:
38.1%
4. Itronix:
9.5%
5. Walkabout:
9.5%
99. Other:
19.0%
Source/Calculation: AK.10.1
Year: 2004
Final Report
907
100798
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Vendors for Mobile Data Terminals (Cont.)
Q: For your Mobile Data Systems, who are your vendors for Mobile Data Terminals
Coltron provided MDT Master Unit including the related softw are
Hew litt Packard PDA
iNTERNATIONAL COMPUTER MARKETING CORP
Microslate
Source/Calculation: AK.10.99
Year: 2004
Final Report
907.1
100794
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Vendors for Communications Network
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Motorola:
Percent
33.3%
2. Verizon:
33.3%
3. Cingular:
23.8%
99. Other:
38.1%
Source/Calculation: AK.11.1
Year: 2004
Final Report
908
100799
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Vendors for Communications Network (Cont.)
Q: For your Mobile Data Systems, who are your vendors for Communications Network?
Alltel
Alltell
DATA RADIO
ESI_TEL (In-house)
M/A Comm Private Radio System and BELL/ARDLS
Radio
Velocita (RF)-Wireless Matrix (satellite)
w ireless matrix satellite
Source/Calculation: AK.11.99
Year: 2004
Final Report
908.1
100795
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Vendors for Dispatch Software
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Mobile Data Solutions:
Percent
80.0%
2. Utility Partners (including
MobileUP):
3. Mobility (include former
Raytheon):
4. M3i:
5.0%
5.0%
0.0%
5. In-house:
5.0%
99. Other:
5.0%
Source/Calculation: AK.12.1
Year: 2004
Final Report
909
100800
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Vendors for Dispatch Software (Cont.)
Q: For your Mobile Data Systems, who are your vendors for Dispatch Software?
Geographic Aided Dispatching - Arivia - Maximo customisation and Smallw ordl Development
Source/Calculation: AK.12.99
Year: 2004
Final Report
909.1
100796
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Vendors for Scheduling Software
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. None:
Percent
9.5%
2. Utility Partners:
9.5%
3. MDSI:
57.1%
4. In-house:
19.0%
99. Other:
14.3%
Source/Calculation: AK.13.1
Year: 2004
Final Report
910
100801
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Order Management
Vendors for Scheduling Software (Cont.)
Q: For your Mobile Data Systems, who are your vendors for Scheduling Software?
Advantex
Geographic Aided Dispatching - Arivia - Maximo customisation and Smallw ordl Development
Source/Calculation: AK.13.99
Year: 2004
Final Report
910.1
100797
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Field Service
Field Service: Minor Meter Work Orders
(###) Report Viewer Record Number
Pg. 911.
Pg. 912.
Pg. 912.1.
Pg. 912.2.
Pg. 913.
Pg. 914.
Pg. 915.
Pg. 916.
Pg. 917.
Pg. 918.
Pg. 919.
Pg. 920.
Pg. 921.
Pg. 923.
Pg. 925.
Section Contents
(79) FS Minor Meter Work Orders Expense - Per Adjusted Customer
(80) FS Minor Meter Work Orders Expense - Per Customer
(81) FS Minor Meter Work Orders Expense Per Adjusted Customer - Allocated by Commodity
(82) FS Minor Meter Work Orders Expense per Customer - Allocated by Commodity
(83) FS Minor Meter Work Orders Expense - Per Minor Meter Maintenance Service Order
(84) Minor Meter Work Orders - Percent of all Field Service Orders
(85) Minor Meter Work Orders Generation (86) Service Orders Completed On First Trip - Exchange - Percent of Service Orders Sent To Field
(87) Service Orders Completed On First Trip - Remove - Percent of Service Orders Sent To Field
(88) Service Orders Completed On First Trip - Install - Percent of Service Orders Sent To Field
(89) Working Days Needed From Order Completion Until Posted In System (90) Field Service Role In Minor Meter Work Orders - Electric - Contrast To The Role of The Meter Shop
(91) Field Service Role In Minor Meter Work Orders - Gas - Contrast To The Role of The Meter Shop
(92) Reasons for Orders Not Completed (93) Elapsed Time from Problem ID to Completion - Working Days
VI
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
FS Minor Meter Work Orders Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.85
$0.05 <= $0.81
$0.81 <= $1.40
$1.40 <= $2.42
$2.42 <= $5.64
Expense per Adj. Cust.
$6.00
$
4
.
5
1
$5.00
$4.00
$3.00
$2.00
$1.00
$
0
.
0
5
$
0
.
1
4
$
0
.
3
9
$
0
.
4
4
3
1
4
$
0
.
5
7
$
0
.
6
8
$
0
.
7
6
$
0
.
8
2
8
2
$
1
.
0
4
$
1
.
1
1
$
1
.
1
2
$
1
.
1
7
$
1
.
2
0
$
1
.
2
5
1
7
3
9
3
8
2
2
3
7
$
1
.
5
6
$
1
.
6
2
$
1
.
6
6
1
2
5
$
2
.
0
1
$
2
.
1
6
$
2
.
3
0
$
2
.
4
0
$
2
.
5
0
$
2
.
7
4
$
3
.
2
1
$
5
.
1
4
$
5
.
6
4
$
3
.
6
0
$0.00
4
1
2
4
3
6
3
2
1
0
1
5
2
7
2
3
1
8
1
6
1
3
4
7
7
4
2
2
5
4
9
2
8
2
0
1
4
5
2
9
3
4
2
6
4
8
1
9
4
0
3
0
Source/Calculation: SUM{B.13}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
911
50191
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
FS Minor Meter Work Orders Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.08
$0.05 <= $0.93
$0.93 <= $1.89
$1.89 <= $2.75
$2.75 <= $5.64
Expense per Customer
$6.00
$
4
.
5
1
$5.00
$4.00
$3.00
$2.00
$1.00
$
0
.
0
5
$
0
.
1
4
$
0
.
4
4
$
0
.
5
8
$
0
.
6
8
$
0
.
6
8
3
6
$
0
.
8
2
$
0
.
9
7
$
1
.
0
4
$
1
.
1
1
$
1
.
1
2
1
7
3
9
$
1
.
5
9
$
1
.
6
2
3
7
1
2
$
1
.
8
8
$
1
.
9
0
2
2
3
8
$
2
.
0
5
$
2
.
1
6
$
2
.
2
3
$
2
.
3
0
$
2
.
4
0
$
2
.
7
4
$
2
.
7
6
$
2
.
8
0
1
3
1
6
1
5
$
5
.
1
4
$
5
.
6
4
$
5
.
6
4
4
9
7
$
3
.
2
1
$0.00
4
1
2
4
4
3
1
2
8
3
2
1
0
2
7
5
2
3
1
8
4
7
4
2
2
5
2
8
2
0
1
4
5
2
9
3
4
2
6
4
8
1
9
4
0
3
0
Source/Calculation: SUM{B.13}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
912
50366
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
FS Minor Meter Work Orders Expense Per Adjusted Customer
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$1.86
$0.05 <= $0.79
$0.79 <= $1.25
$1.25 <= $2.45
$2.45 <= $5.64
Expense per Adj. Cust.
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
4
5
4
1
2
4
3
1
4
3
6
8
2
3
2
1
7
3
9
3
8
2
2
3
7
Electric
1
0
1
2
1
5
Gas
2
7
2
3
1
8
1
6
1
3
Water
4
7
7
4
2
2
5
4
9
2
8
2
0
5
1
2
9
3
4
2
6
4
8
1
9
4
0
3
0
Other
Source/Calculation: SUM{B.13}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)*B.20.1
Year: 2004
Final Report
912.1
1000725
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
FS Minor Meter Work Orders Expense per Customer
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$2.07
$0.05 <= $0.90
$0.90 <= $1.88
$1.88 <= $2.75
$2.75 <= $5.64
Expense per Customer
$6.00
$5.00
$4.00
$3.00
$2.00
$1.00
$0.00
4
5
4
1
2
4
4
3
1
3
6
2
8
3
2
1
7
3
9
3
7
1
2
2
2
Electric
3
8
1
0
2
7
Gas
2
3
1
8
1
3
1
6
1
5
Water
4
7
4
2
2
5
4
9
7
2
8
2
0
5
1
2
9
3
4
2
6
4
8
1
9
4
0
3
0
Other
Source/Calculation: SUM{B.13}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})*B.20.1
Year: 2004
Final Report
912.2
1000726
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
FS Minor Meter Work Orders Expense
Per Minor Meter Maintenance Service Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$32.89
$4.66 <= $12.28
$12.28 <= $26.54
$26.54 <= $43.08
$43.08 <= $115.18
Expense per Adj. Cust.
$120.00
$100.00
$80.00
$60.00
$40.00
$20.00
$0.00
3
9
4
6
3
2
2
7
2
4
3
7
3
1
4
1
1
7
1
5
5
8
2
3
1
2
3
1
0
3
8
2
2
1
3
1
8
4
9
1
6
2
5
4
7
2
8
2
0
1
4
2
4
5
2
9
3
4
2
6
7
4
8
2
1
9
4
0
3
0
Minor Meter Maint.
Source/Calculation: SUM{B.13}/(SUM{AL.2}+SUM{AL.3}+SUM{AL.4})
Year: 2004
Final Report
913
50192
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
Minor Meter Work Orders
Percent of all Field Service Orders
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
38.88%
2.38% <= 12.53%
12.53% <= 21.47%
21.47% <= 49.89%
49.89% <= 243.85%
Percent
250.00%
200.00%
150.00%
100.00%
50.00%
0.00%
4
1
2
4
3
4
5
3
8
1
2
1
8
1
3
4
9
3
1
2
2
1
6
6
4
3
9
2
5
5
Electric
1
0
1
5
Gas
2
9
3
2
3
7
1
7
2
7
2
3
8
4
7
2
6
2
8
2
0
1
4
2
3
4
7
4
8
2
1
9
4
0
3
0
Water
Source/Calculation: SUM{AL.2}/SUM{AJ.2}
Year: 2004
Final Report
914
1000289
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
Minor Meter Work Orders Generation
Percent
100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
1
7
4
1
4
8
1
3
1
8
2
3
2
5
2
6
2
8
6
8
2
7
4
7
From Meter Reading
3
2
3
1
2
9
1
2
4
2
1
6
4
5
7
4
0
3
9
Customer Generated
3
1
9
2
1
5
3
4
2
4
2
2
3
8
4
9
4
5
3
7
2
0
1
0
3
0
1
Scheduled Meter Change out
Source/Calculation: AL.5.1
Year: 2004
Final Report
915
Calculation shown is for the first piece of the stacked bar only.
60157
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
Service Orders Completed On First Trip - Exchange
Percent of Service Orders Sent To Field
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
88.50%
98.00% => 94.83%
94.83% => 90.00%
90.00% => 82.90%
82.90% => 75.00%
Percent of Service Orders
100.00%
90.00%
9
8
.
0
0
%
9
7
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
4
.
6
6
%
9
3
.
0
0
%
9
0
.
0
0
%
9
0
.
0
0
%
8
7
.
4
0
%
8
6
.
7
0
%
8
5
.
0
0
%
2
8
4
1
3
2
4
3
8
3
7
1
6
2
5
1
2
2
2
1
7
8
0
.
8
0
%
8
0
.
0
0
%
8
0
.
0
0
%
4
9
1
3
1
8
80.00%
7
5
.
0
0
%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
8
2
4
2
3
3
0
6
2
7
4
0
1
9
1
5
3
2
3
1
7
2
0
2
6
3
4
2
9
3
9
4
5
4
2
4
7
1
5
1
0
4
8
Source/Calculation: AL.6.1
Year: 2004
Final Report
916
Only Participants with All the Data are Shown
50127
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
Service Orders Completed On First Trip - Remove
Percent of Service Orders Sent To Field
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
89.25%
98.00% => 95.00%
95.00% => 92.00%
92.00% => 88.75%
88.75% => 60.00%
Percent of Service Orders
100.00%
90.00%
9
8
.
0
0
%
9
7
.
0
0
%
9
7
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
4
.
6
6
%
9
2
.
9
0
%
9
2
.
0
0
%
9
1
.
0
0
%
9
0
.
0
0
%
9
0
.
0
0
%
8
7
.
5
0
%
8
3
.
7
0
%
80.00%
7
5
.
0
0
%
6
0
.
0
0
%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
2
8
4
1
1
6
3
2
4
3
8
2
2
3
7
1
3
1
7
2
5
1
2
4
9
8
1
8
2
4
2
3
3
0
6
2
7
4
0
1
9
1
5
3
2
3
1
7
2
0
2
6
3
4
2
9
3
9
4
5
4
2
4
7
1
5
1
0
4
8
Source/Calculation: AL.6.2
Year: 2004
Final Report
917
50128
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
Service Orders Completed On First Trip - Install
Percent of Service Orders Sent To Field
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
92.18%
98.00% => 95.00%
95.00% => 95.00%
95.00% => 90.00%
90.00% => 77.00%
Percent of Service Orders
100.00%
90.00%
9
8
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
4
.
6
6
%
9
4
.
1
0
%
9
0
.
0
0
%
8
7
.
6
0
%
8
7
.
0
0
%
2
8
4
1
3
2
1
7
8
1
8
4
3
8
4
9
2
5
2
2
3
7
80.00%
7
7
.
0
0
%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
1
3
2
6
2
3
3
0
6
2
7
4
0
1
9
1
5
3
2
4
8
3
1
2
4
2
0
3
4
1
6
2
9
3
9
4
5
4
2
4
7
1
2
1
5
1
0
7
Source/Calculation: AL.6.3
Year: 2004
Final Report
918
Only Participants with All the Data are Shown
29715
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
Working Days Needed From Order Completion Until Posted In
System
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
-
-
-
1
-
-
-
-
-
1 0
-
0
-
0
-
-
0 0
-
1 2 3 1 1
-
2 1
-
1
-
-
-
3
-
-
4 1
-
1
-
-
-
1
-
-
-
-
-
1 0
-
0
-
0
-
-
0 0
-
1 2 3 1 1
-
2 1
-
1
-
-
-
2
-
-
4 1
-
1
-
-
-
1
-
-
-
-
-
1 0
-
0
-
0
-
-
0 0
-
1 2 3 1 1
-
2 1
-
1
-
-
-
2
-
-
4 1
-
1
Average
1. Exchange:
2. Remove:
3. Install:
Source/Calculation: AL.7.1
Year: 2004
Final Report
919
60158
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
Field Service Role In Minor Meter Work Orders - Electric
Contrast To The Role of The Meter Shop
Q: Please describe Field Service role in minor meter work orders (contrast to the role of the meter shop).
All except in shop diagnosis.
All meter activities
All periodic maintenance, TOU & <5 amp
All Work is done by the electic shop
Field Service maintains single phase meters
Field Service performs all minor meter w ork orders.
Field Service performs all minor meter w ork orders.
Field Service performs installations, removals and changes for 240 volts or less
Field service-all singlephase (res) changes/turn on's -Meter techs handle 3 phase
Field Services is responsible for completion of any meter repair or investigation that is w ithin the scope of technician's skill set. Major repair or damage to customer
equipment is handled by New Business Dept. Meter shop is involved in random tests
Field Svc (meter servicers) install, remove and exchange meters., Meter shop performs w ork on meters; prgrams, tests, modifications, maintenance and repair
FS exchanges meters to be tested in Meter Shop
FSR completes most orders
Install, remove, test, change
Installs, exchanges, removes, inspects, customer request tests, tran-rated testing and performs meter installations. The Meter Shop performs sample acceptance
tests, in-service sample tests, some periodic tst, inquiry/tampering and retire/scraps meters.
Meter Shop does the w ork
Perform all meter activities on single-phase metering except testing & calibrating. *EUS performs poly-phase activities except testing and calibrating.
Works minor orders in field,
Source/Calculation: AL.8.1
Year: 2004
Final Report
920
60402
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
Field Service Role In Minor Meter Work Orders - Gas
Contrast To The Role of The Meter Shop
Q: Please describe Field Service role in minor meter work orders (contrast to the role of the meter shop).
All except in shop diagnosis.
Does all w ork in field
Field service all gas minor meter orders
FIELD SERVICE PERFORMS ALL METER WORK AND INVESTIGATIONS AT THE CUSTOMERS PREMISE. , , METER SHOP REBUILDS AND TESTS METERS REMOVED
FROM FIELD., ALSO PERFORMS METER CALIBRATION TESTING AT CUSTOMERS REQUEST AND HANDLED LARGE METER SETUP FABRICATION
Field Service w ork done at customer location. Meter shop does in house tests but does not perform field services.
n/a
NA
Perform all meter activities on Residential Class gas metering except testing & calibrating. (Pipefitters perform all meter activities on Residential and C/I Class gas
metering except testing & calibrating.)
Source/Calculation: AL.8.2
Year: 2004
Final Report
921
60160
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
Reasons for Orders Not Completed
Percent of Orders
100%
80%
60%
40%
20%
0%
2
5
4
1
2
2
2
7
3
7
2
9
1
3
1
7
2
8
1
6
3
1
1
2
1
8
4
8
5
3
1
9
6
4
7
4
2
3
9
4
0
4
5
2
1
5
1
8
2
0
3
2
Cant Get In/Access
Capacity related/backlog/staffing
Wrong Tools/Equipment
No Action Taken (No Reason)
Wrong Skill Set
Other
4
4
9
2
6
2
3
2
4
3
0
3
4
3
8
7
1
0
Source/Calculation: AL.9.1
Year: 2004
Final Report
923
Calculation shown is for the first piece of the stacked bar only.
1000259
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Minor Meter Work Orders
Elapsed Time from Problem ID to Completion
Working Days
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
5
1 <= 2
2 <= 4
4 <= 5
5 <= 15
Working Days
16
1
5
14
12
1
0
10
8
6
5
5
5
2
4
2
5
2
3
4
4
2
2
2
4
1
4
8
3
1
2
1
1
3
7
1
2
0
4
7
1
8
2
7
4
9
1
3
3
0
6
4
0
1
9
1
5
3
2
2
2
8
1
7
4
3
8
2
8
3
2
2
6
3
4
1
6
2
9
3
9
4
5
4
2
1
5
1
0
2
0
7
Source/Calculation: AL.10.1
Year: 2004
Final Report
925
1000358
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Field Service
Field Service: Gas Service
(###) Report Viewer Record Number
Pg. 946.
Pg. 947.
Pg. 948.
Pg. 949.
Pg. 958.
Pg. 959.
Pg. 960.
Pg. 961.
Pg. 962.
Pg. 963.
Pg. 964.
Pg. 964.1.
Pg. 965.
Pg. 966.
Pg. 967.
Pg. 968.
Pg. 971.
Pg. 975.
Pg. 977.
Pg. 978.
Pg. 978.1.
Pg. 979.
Pg. 979.1.
Pg. 980.
Pg. 980.1.
Pg. 981.
Pg. 982.
Pg. 982.1.
Pg. 983.
Pg. 984.
Pg. 985.
Pg. 985.1.
Section Contents
(95) FS Gas Service Expense - Per Gas Customer
(96) FS Gas Service Expense - Per Gas Service Order
(97) Percent of Service Orders Requiring Entry Into Premise for Order Completion (98) Service Orders Completed On First Trip - Percent of Service Orders Sent To Field
(99) Re/Light And Adjust All Gas Appliances - With Each Gas Turn-On/Service Initiation
(100) Average Time Required for Turn-on for an Existing Gas Service (101) Average Job Time (In Minutes) - Does Not Include Travel Time
(102) Average Travel Time Per Service Order (103) Gas Service Orders Completed on Scheduled Date (104) Average Number of Hours to Investigate and Correct an Odor Call (105) An Emergency Response Time Policy - Events That Would Trigger After Hour Gas Emergency Response
(106) An Emergency Response Time Policy (Cont.) - Events That Would Trigger After Hour Gas Emergency Response
(107) Average Response Time for all Customer Reported Leak Calls - During Non-working Hours
(108) Percent of Customer Reported Leak Calls Responded <30 Min - During Non-working Hours
(109) Percent of Customer Reported Leak Calls Responded <60 Min - During Non-working Hours
(110) Average Response Time For Emergency Calls - During Normal Working Hours
(111) Average Response Time For Emergency Calls - After Normal Working Hours
(112) Combined Average Response Time For Emergency Calls - During Both Working & Non-working Hours
(113) Distribution of Response Time For All Emergency Calls (114) Staffing Practices Used to Respond to Emergency Calls - Outside the Normal Work Day
(115) Staffing Practices Used to Respond to Emergency Calls - Outside the Normal Work Day
(116) Appliance Services Provided (117) Appliance Services Provided (Cont.) (118) Appliances Serviced (119) Appliances Serviced (Cont.) (120) Average Amount Charged to the Customer - For Employee Performed Appliance Servicing
(121) Expense of Appliance Servicing (122) Expense of Appliance Servicing (Cont.) (123) Reasons for Orders Not Completed - Gas (124) Orders Not Completed (125) Gas Meter Replacement Program Mandated by State Regulatory Commission and Quantity Replaced (126) Gas Meter Replacement Program Mandated by State Regulatory Commission and Quantity Replaced -
VII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
FS Gas Service Expense
Per Gas Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$7.72
$1.71 <= $4.08
$4.08 <= $5.95
$5.95 <= $9.71
$9.71 <= $27.03
Expense per Gas Cust.
$30.00
$
2
7
.
0
3
$25.00
$20.00
$15.00
$10.00
$5.00
$
1
.
7
1
$
2
.
2
0
$
3
.
4
0
$
3
.
7
8
$
4
.
0
8
7
4
5
$
4
.
7
2
$
5
.
0
6
$
5
.
2
4
1
8
2
6
$
5
.
9
5
$
6
.
7
6
$
8
.
3
0
$
9
.
3
9
$
9
.
7
1
$
9
.
7
1
1
5
4
9
1
6
$
1
0
.
5
2
$
1
3
.
7
2
$0.00
3
4
2
1
2
3
9
1
0
5
2
2
3
8
8
3
7
4
8
4
2
3
1
3
2
5
3
0
6
2
7
4
0
3
1
2
2
8
1
7
2
4
3
2
3
4
2
9
4
7
1
4
1
2
0
1
9
Source/Calculation: SUM{B.15}/(SUM{A.4}+SUM{A.6}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
946
50350
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
FS Gas Service Expense
Per Gas Service Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$66.63
$22.12 <= $52.26
$52.26 <= $59.52
$59.52 <= $79.81
$79.81 <= $122.80
Expense per Adj. Cust.
$140.00
$120.00
$
9
4
.
8
2
$100.00
$80.00
$
4
5
.
6
2
$60.00
$40.00
$
4
9
.
5
2
$
5
5
.
0
0
$
5
6
.
4
6
$
5
9
.
5
2
$
6
2
.
8
8
$
9
9
.
4
2
$
1
2
2
.
8
0
$
6
4
.
8
0
$
2
2
.
1
2
$20.00
$0.00
2
6
7
1
2
2
2
1
8
1
5
4
5
1
0
1
6
3
7
8
3
8
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
3
2
3
1
1
7
2
8
2
4
4
9
3
2
3
4
2
9
3
9
4
2
4
7
1
4
1
5
2
0
4
8
Source/Calculation: SUM{B.15}/(SUM{AN.2})
Year: 2004
Final Report
947
50196
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Percent of Service Orders Requiring Entry Into Premise for Order
Completion
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
80.4%
20.0% <= 78.8%
78.8% <= 88.5%
88.5% <= 96.4%
96.4% <= 100.0%
Percent
100.0%
90.0%
7
5
.
0
%
80.0%
8
0
.
0
%
8
5
.
0
%
8
7
.
0
%
9
0
.
0
%
9
5
.
0
%
9
5
.
7
%
9
8
.
4
%
9
9
.
0
%
1
0
0
.
0
%
3
9
1
0
2
2
7
2
9
4
5
70.0%
60.0%
4
0
.
0
%
50.0%
40.0%
30.0%
2
0
.
0
%
20.0%
10.0%
0.0%
8
3
7
1
2
1
8
2
6
1
6
1
7
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
3
1
4
8
2
8
3
8
2
4
4
9
3
2
3
4
4
2
4
7
1
4
1
5
2
0
2
Source/Calculation: AN.3.1
Final Report
948
Year: 2004
60177
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Service Orders Completed On First Trip
Percent of Service Orders Sent To Field
Question:
1 2 3 4 5 6 7 8
1. New Piece:
8
8 %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
9
4 %
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
2. Gas Emergency Work:
3. DOT Inspection Work:
5. Odor Investigation:
-
6. Respond to Fire Calls:
99. Other:
-
9
3 %
9 1 1
8 0 0 % 0 0
% %
9
- 0 - - %
4. Appliance Repair/Adjustment:
7. Leak Investigation:
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
-
-
-
9
0 %
1
0 0
%
1
-
0 - 0
%
1 1
9
- 7 - 0 0 0 0
%
% %
9
- - - - 3 %
-
-
-
9
0 %
-
-
1
0 0
%
8
9
- 9 - 0 %
%
-
-
9
9 %
-
-
-
-
1
1
0 - 0 0
0
%
%
1
1
- 0 - 0 0
0
%
%
1
1
-
0 - 0 0
0
%
%
9
- - - 0 %
-
-
-
8
3 %
1
0 0
%
-
-
9
5 %
-
-
-
9
5 %
-
93%
-
-
-
-
-
-
-
-
99%
-
-
-
-
-
-
-
-
73%
-
-
-
-
-
-
-
-
87%
-
-
-
-
-
-
-
-
96%
0 0
%
9
- 9 %
-
-
-
-
-
-
-
-
100%
-
-
-
-
-
-
-
-
99%
-
-
-
-
-
-
-
-
-
93%
-
-
-
-
-
-
-
0 0
%
1
-
-
-
0 0
%
9
- 5 %
-
-
-
-
-
8
9 %
-
-
7
5 %
-
-
9
9 %
-
-
7
5 %
-
-
-
-
-
0 0
%
-
-
-
-
-
-
-
-
-
-
-
-
9
6 %
-
-
-
-
-
-
1
0 0
%
1
-
-
-
1
0 0
%
9
- 1 %
-
-
1
0 0
%
9
- 8 %
-
-
-
-
1
0 0
%
1
1
0 0
%
1
-
-
-
-
-
9
9 %
Average:
0 0
%
0
%
8
5 %
1
0 0
%
1
-
-
Source/Calculation: AN.4.1
Year: 2004
Final Report
949
Only Participants with All the Data are Shown
29713
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Re/Light And Adjust All Gas Appliances
With Each Gas Turn-On/Service Initiation
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Yes:
Percent
90.9%
2. No:
9.1%
Source/Calculation: AN.5.1
Year: 2004
Final Report
958
60179
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Average Time Required for Turn-on for an Existing Gas Service
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
21
0 <= 2
2 <= 12
12 <= 24
24 <= 70
Hours
80
7
0
70
60
4
8
50
40
30
2
4
2
4
3
9
2
9
20
1
2
10
8
2
0
0
1
2
1
6
0
1
8
3
7
1
0
2
6
7
8
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
3
1
4
8
2
8
1
7
3
8
2
4
4
9
3
2
3
4
4
5
4
2
4
7
1
4
1
5
2
0
2
2
Source/Calculation: AN.6.1
Year: 2004
Final Report
959
Only Participants with All the Data are Shown
50106
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Average Job Time (In Minutes)
Does Not Include Travel Time
Question
1 2 3 4 5 6 7 8
1. Appliance Service:
2. Turn on of an existing gas
service:
3. Safety inspection:
4. Gas leak/odor:
5. Change of account/customer:
6. Meter Set:
7. Meter Reread:
8. Change Meter:
9. Remove Meter:
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
Average
-
-
-
-
-
-
2
2
1
5
-
-
2
4
-
-
-
-
4
2
-
-
-
6
0
-
-
-
-
-
-
-
4
0
-
-
-
-
-
2
5
-
-
-
33
-
-
-
-
-
-
1 3 1 1
6 0 2 9
-
-
2
3
-
3
5
-
-
3
4
-
-
-
2
0
-
-
2
2
-
-
-
-
2
1
-
4
5
-
-
-
2
2
-
-
-
25
-
-
-
-
-
-
1 3
6 0
3
0
-
-
9
-
2
7
-
-
3
1
-
-
-
0
-
-
2
4
-
-
-
-
0
-
-
-
-
-
-
-
-
-
19
-
-
-
-
-
-
3 6 6 3
2 0 0 5
-
-
3
8
-
5
0
-
-
3
9
-
-
-
3
5
-
-
2
8
-
-
-
-
7
7
-
4
5
-
-
-
3
4
-
-
-
44
-
-
-
-
-
-
1
2
5 6
-
-
1
2
-
2
7
-
-
1
3
-
-
-
6
-
-
-
-
-
-
-
1
0
-
5
-
-
-
1
1
-
-
-
11
-
-
-
-
-
-
7 4 2 3
6 5 1 0
-
-
7
0
-
4
3
-
-
4
3
-
-
-
2
6
-
-
-
-
-
-
-
2
1
-
4
5
-
-
-
-
-
-
-
42
-
-
-
-
-
-
-
5 5 5
-
-
5
-
4
-
-
9
-
-
-
2
0
-
-
-
-
-
-
-
1
1
-
1
-
-
-
1
1
-
-
-
8
-
-
-
-
-
-
4
6
-
-
2
7
-
-
3
8
-
4
3
-
-
4
5
-
-
-
3
5
-
-
-
-
-
-
-
1
6
-
4
5
-
-
-
3
4
-
-
-
37
-
-
-
-
-
-
3
9
-
-
1
2
-
-
2
2
-
4
0
-
-
1
7
-
-
-
2
3
-
-
-
-
-
-
-
1
8
-
4
5
-
-
-
2
5
-
-
-
27
-
-
-
-
Source/Calculation: AN.7.1
Year: 2004
Final Report
960
60180
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Average Travel Time Per Service Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
14
8 <= 11
11 <= 14
14 <= 17
17 <= 21
Minutes
25
2
0
2
1
20
1
8
1
5
1
5
2
6
8
15
1
0
1
3
1
3
2
2
1
6
1
1
10
8
5
0
1
8
1
2
3
7
4
5
3
9
7
3
8
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
3
1
1
7
2
8
2
4
4
9
3
2
3
4
2
9
4
2
4
7
1
4
1
5
1
0
2
0
4
8
Source/Calculation: AN.8.1
Year: 2004
Final Report
961
60181
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Gas Service Orders Completed on Scheduled Date
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
92%
80% <= 88%
88% <= 93%
93% <= 99%
99% <= 99%
Percent of Orders
100%
90%
8
8
%
8
8
%
4
5
2
6
9
3
%
9
8
%
9
9
%
9
9
%
7
3
7
1
8
1
6
8
0
%
80%
70%
60%
50%
40%
30%
20%
10%
0%
1
2
2
7
3
1
2
2
2
3
1
5
8
4
0
1
7
6
3
0
2
5
1
3
2
3
4
1
9
3
9
2
0
1
0
5
4
1
1
4
8
4
2
2
8
2
9
3
4
3
2
4
9
2
4
3
8
4
7
Source/Calculation: AN.9.1
Year: 2004
Final Report
962
1000482
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Average Number of Hours to Investigate and Correct an Odor
Call
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
2.34
0.50 <= 0.75
0.75 <= 0.92
0.92 <= 1.00
1.00 <= 13.50
Hours
14.00
1
3
.
5
0
12.00
10.00
8.00
6.00
4.00
2.00
0
.
5
0
0
.
5
3
2
2
7
0
.
7
5
0
.
8
7
0
.
9
2
1
.
0
0
1
.
0
0
2
6
4
5
1
2
1
6
1
8
2
.
0
0
0.00
8
3
7
3
8
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
3
1
1
7
2
8
2
4
4
9
3
2
3
4
2
9
3
9
4
2
4
7
1
4
1
5
1
0
2
0
4
8
Source/Calculation: AN.10.1
Final Report
963
Only Participants
with All the Data are Shown
2004
Year:
50107
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
An Emergency Response Time Policy
Events That Would Trigger After Hour Gas Emergency Response
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Fire:
Percent
100.0%
2. Explosion:
100.0%
3. Gas Leak:
92.3%
4. Carbon Monoxide
Investigation:
5. Hi Pressure:
84.6%
69.2%
6. No Hot Water:
0.0%
7. No Space Heating:
0.0%
8. Cannot Turn Appliance Off:
69.2%
99. Other:
7.7%
Source/Calculation: AN.11.1
Year: 2004
Final Report
964
60182
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
An Emergency Response Time Policy (Cont.)
Events That Would Trigger After Hour Gas Emergency Response
Q: Do you have an emergency response time policy? If yes, what events would trigger after hour gas emergency response?
Immediate Response Leaks, dig-in's, IR CO
Source/Calculation: AN.11.99
Year: 2004
Final Report
964.1
60426
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Average Response Time for all Customer Reported Leak Calls
During Non-working Hours
Percent
100%
80%
60%
40%
20%
0%
3
7
7
4
9
1
2
3
8
1
8
4
5
2
2
8
2
6
4
8
3
9
1
7
1
0-30 Minutes
2
9
2
4
3
4
1
6
30-45 Minutes
4
7
3
2
4
2
3
1
2
7
45-60 Minutes
4
2
3
2
8
1
3
2
0
2
5
4
1
6
4
0
1
9
1
0
1
5
3
2
5
3
0
>60 Minutes
Source/Calculation: AN.12.1
Year: 2004
Final Report
965
Calculation shown is for the first piece of the stacked bar only.
50108
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Percent of Customer Reported Leak Calls Responded <30 Min
During Non-working Hours
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
49%
25% <= 40%
40% <= 48%
48% <= 52%
52% <= 100%
Percent
100%
1
0
0
%
90%
80%
70%
60%
50%
4
0
%
4
4
%
4
8
%
4
9
%
3
8
1
2
5
2
%
5
8
%
40%
30%
2
5
%
2
6
%
8
2
2
20%
10%
0%
4
5
1
8
4
9
7
3
7
2
4
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
3
1
1
7
2
8
3
2
2
6
3
4
1
6
2
9
3
9
4
2
4
7
1
4
1
5
1
0
2
0
4
8
Source/Calculation: AN.12.1
Year: 2004
Final Report
966
Calculation shown is for the first piece of the stacked bar only.
1000325
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Percent of Customer Reported Leak Calls Responded <60 Min
During Non-working Hours
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
89%
100% => 100%
100% => 92%
92% => 78%
78% => 72%
Percent
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
3
7
2
6
7
8
1
8
1
2
3
8
4
5
4
9
2
2
2
4
4
2
3
1
3
2
5
3
0
0-30 Minutes
6
2
7
4
0
1
9
1
5
30-45 Minutes
3
2
3
1
1
7
2
8
3
2
3
4
1
6
2
9
3
9
4
2
4
7
1
4
1
5
1
0
2
0
4
8
45-60 Minutes
Source/Calculation: AN.12.1
Year: 2004
Final Report
967
Calculation shown is for the first piece of the stacked bar only.
1000331
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Average Response Time For Emergency Calls
During Normal Working Hours
Question
1 2 3 4 5 6 7 8
1. Main & Service Dig-ins:
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
-
-
-
-
-
-
-
3
0. 0
-
-
-
-
-
-
-
-
3
4. 0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
32.0
-
-
-
-
-
-
-
3
0. 0
-
-
-
-
-
-
-
-
4
4. 0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
4
1. 0
-
-
38.3
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
4
3. 8
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
43.8
-
-
-
-
-
-
-
-
-
3
6. 7
-
-
-
2
9. 0
-
-
-
-
-
-
-
-
-
-
-
-
2
4. 3
-
-
-
-
-
-
-
-
30.0
2. Gas Odor:
99. Other:
100. Combined Response Time
(Breakdow n Unavailable):
Average
-
Source/Calculation: AN.13.1
Year: 2004
Final Report
968
Calculation shown is for the first piece of the stacked bar only.
50109
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Average Response Time For Emergency Calls
After Normal Working Hours
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
Average
1. Main & Service Dig-ins:
-
-
-
-
-
-
-
3
0
-
-
-
-
-
-
-
-
-
4
8
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
39
-
-
-
-
-
-
-
3
0
-
-
-
-
-
-
-
-
-
3
8
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
34
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
4
5
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
45
-
-
-
-
-
-
-
-
-
3
7
-
-
-
-
3
5
-
-
-
-
-
-
-
-
-
-
-
-
-
-
2
4
-
-
-
-
-
-
-
-
-
32
2. Gas Odor:
99. Other:
100. Combined Response Time
(Breakdow n Unavailable):
Source/Calculation: AN.14.1
Year: 2004
Final Report
971
Calculation shown is for the first piece of the stacked bar only.
50110
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Combined Average Response Time For Emergency Calls
During Both Working & Non-working Hours
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
Average
1. Main & Service Strikes:
-
-
-
-
-
-
-
3
0
-
-
-
-
2
1
-
-
-
-
-
-
-
-
2
0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
24
-
-
-
-
-
-
-
3
0
-
-
-
-
2
6
-
-
-
-
-
-
-
-
3
0
-
-
-
-
-
-
-
-
-
-
-
-
-
4
1
-
-
-
32
-
-
-
-
-
-
-
-
-
-
-
-
2
5
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
25
-
-
-
-
-
-
2
5
-
-
3
7
-
-
0
-
3
2
-
-
-
-
-
-
-
-
-
-
-
-
-
-
2
4
-
-
-
-
-
-
-
-
-
24
2. Gas Odor:
99. Other:
100. Combined Responsor Time
(Breakdow n Unavailable):
Source/Calculation: AN.15.1
Year: 2004
Final Report
975
Calculation shown is for the first piece of the stacked bar only.
50115
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Distribution of Response Time For All Emergency Calls
Percent
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
3
7
7
1
8
1
2
8
1
1
5
3
8
3
2
6
2
4
7
2
2
4
2
0-30 Minutes
4
8
1
9
1
7
3
9
30-45 Minutes
3
1
2
9
2
4
1
6
4
9
45-60 Minutes
3
2
3
4
4
5
2
5
4
0
4
4
1
2
8
2
7
2
3
2
0
5
6
1
3
1
0
3
0
> 60 Minutes
Source/Calculation: AN.16.1
Year: 2004
Final Report
977
Calculation shown is for the first piece of the stacked bar only.
50118
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Staffing Practices Used to Respond to Emergency Calls
Outside the Normal Work Day
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Scheduled w orker on duty:
Percent
92.3%
2. Take home vehicles for on-call
employees:
3. Paid mileage for personal
vehicles to respond to call-outs:
4. Standby pay for on-call
personnel:
99. Other:
76.9%
0.0%
46.2%
7.7%
Source/Calculation: AN.17.1
Year: 2004
Final Report
978
50119
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Staffing Practices Used to Respond to Emergency Calls
Outside the Normal Work Day
Q: How do you respond to emergency calls outside the normal work day?
Contractor Call-out
Source/Calculation: AN.17.99
Year: 2004
Final Report
978.1
50120
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Appliance Services Provided
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. No Services Provided:
Percent
23.1%
2. Pilot Light/Relight:
69.2%
3. Safety Inspection:
53.8%
4. Gas Leak/Odor :
69.2%
5. Flame/Burner Adjustment:
38.5%
6. Fuse Replacement:
15.4%
7. Flex Connector Replacement:
38.5%
8. High/Low Gas Pressure:
69.2%
9. Carbon Monoxide
Investigation:
10. Conversion From
Propane/Other To Natural Gas:
99. Other:
69.2%
30.8%
7.7%
Source/Calculation: AN.18.1
Year: 2004
Final Report
979
50121
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Appliance Services Provided (Cont.)
Q: What appliance services are provided?
Water Heater Replacement
Source/Calculation: AN.18.99
Year: 2004
Final Report
979.1
50122
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Appliances Serviced
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Space heating appliance
(furnace, w all heater, floor
2. Water heating appliance:
Percent
87.5%
87.5%
3. Range/Oven appliance:
87.5%
4. Clothes dryer:
87.5%
5. Pool/Sauna:
50.0%
6. Fireplace:
87.5%
99. Other:
12.5%
Source/Calculation: AN.19.1
Year: 2004
Final Report
980
60183
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Appliances Serviced (Cont.)
Q: Which appliances are serviced?
barbecue
Source/Calculation: AN.19.99
Year: 2004
Final Report
980.1
60427
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Average Amount Charged to the Customer
For Employee Performed Appliance Servicing
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
-
-
-
-
-
-
-
-
-
1
5
-
-
0
-
-
-
-
-
-
-
-
5
0
-
-
-
-
-
-
-
9
5
-
-
-
-
-
0
-
-
-
$32
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
-
-
-
-
-
-
5
0
-
-
-
-
9
5
-
-
-
-
-
-
-
-
-
$48
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
0
-
-
-
-
-
-
-
-
-
-
-
-
2
0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
$90
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
$125
-
-
-
-
-
-
-
-
3
5
-
-
-
-
-
-
-
-
-
-
-
7
0
-
-
-
-
-
-
-
9
5
-
-
-
-
-
0
-
-
-
$63
-
-
-
-
-
-
1
1
6
-
-
-
-
-
-
0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
0
-
-
-
8. Carbon Monoxide
Investigation:
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
9
5
-
-
-
-
-
0
-
-
-
9. Conversion From
Propane/Other To Natural Gas:
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
0
-
-
-
-
-
0
-
-
-
1. Pilot Light/Relight:
2. Safety Inspection:
3. Gas Leak/Odor :
4. Flame/Burner Adjustment:
5. Fuse Replacement:
6. Flex Connector Replacement:
7. High/Low Gas Pressure:
2
5
0
2
5
0
Average
$32
Source/Calculation: AN.20.1
Year: 2004
Final Report
981
50123
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Expense of Appliance Servicing
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Included in Base Rates:
Percent
60.0%
2. Additional Charge to Customer:
40.0%
99. Other:
0.0%
Source/Calculation: AN.21.1
Year: 2004
Final Report
982
60184
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Expense of Appliance Servicing (Cont.)
Source/Calculation: AN.21.99
Year: 2004
Final Report
982.1
60428
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Reasons for Orders Not Completed - Gas
Percent of Orders
100%
80%
60%
40%
20%
0%
3
7
1
2
4
5
2
9
1
6
2
6
7
2
2
1
8
1
7
4
Cant Get In/Access
2
3
1
3
2
5
3
0
6
2
7
4
0
No Action Taken (No Reason)
1
9
1
5
3
2
3
1
8
2
8
3
8
2
4
Capacity related/backlog/staffing
4
9
3
2
3
4
3
9
4
2
4
7
1
4
1
5
1
0
2
0
4
8
Other
Source/Calculation: AN.22.1
Year: 2004
Final Report
983
Calculation shown is for the first piece of the stacked bar only.
1000261
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Orders Not Completed
Percent
100%
80%
60%
40%
20%
0%
1
8
1
2
2
6
2
2
3
7
2
9
7
4
5
1
6
1
1
5
Cant Get In/Access
3
8
3
2
4
7
4
2
4
8
1
9
No Action Taken (No Reason)
1
7
3
9
3
1
2
4
4
9
3
4
3
2
8
2
8
Capacity related/backlog/staffing
4
0
1
3
4
1
2
7
4
2
0
5
6
2
5
2
3
1
0
3
0
Other
Source/Calculation: AN.22.1
Year: 2004
Final Report
984
Calculation shown is for the first piece of the stacked bar only.
1000343
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Gas Meter Replacement Program Mandated by State Regulatory
Commission and Quantity Replaced
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. No:
Percent
0.0%
99. Yes:
100.0%
Source/Calculation: AN.23.1
Year: 2004
Final Report
985
1000483
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Gas Service
Gas Meter Replacement Program Mandated by State Regulatory
Commission and Quantity Replaced
Q: Does your State Regulatory Commission mandate a gas meter replacement program? If yes, how many meters were replaced last year?
14,000
17,698
2.7%
26099
28,900
4135
58,948
Not HSP
Source/Calculation: AN.23.99
Year: 2004
Final Report
985.1
1000724
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Field Service
Field Service: High Bill Investigation
(###) Report Viewer Record Number
Section Contents
Pg. 986.
(128) FS High Bill Investigation Expense - Field Portion - Per Adjusted Customer
Pg. 987. (129) FS High Bill Investigation Expense - Field Portion - Per Customer
Pg. 988.
(130) FS High Bill Investigation Expense - Field Portion - Per High Bill Investigation Service Order
Pg. 988.1. (131) High Bill Investiation Field Service Order - Field Portion - Per 100 Adjusted Customers
Pg. 989. (132) High Bill Investigation Service Orders Completed On First Trip - Percent of Service Orders Sent To Field
Pg. 990. (133) High Bill Investigation Service Orders Completed On First Trip - Electric - Percent of Service Orders Sent To Field
Pg. 991. (134) High Bill Investigation Service Orders Completed On First Trip - Gas - Percent of Service Orders Sent To Field
Pg. 993. (135) Scope of Electric High Bill Investigation Process Pg. 994. (136) Method Used To Contact Customer When a High Bill Investigation Is Complete Pg. 995. (137) Method Used To Contact Customer When a High Bill Investigation Is Complete Pg. 996.
(138) Percent of Service Orders Requiring Entry Into Premise for Order Completion - Electric
Pg. 997.
(139) Percent of Service Orders Requiring Entry Into Premise for Order Completion - Gas
Pg. 999.
(140) Reasons for Orders Not Completed - High Bill Investigation Pg. 1000. (141) Orders Not Completed on First Trip Pg. 1001. (142) High Bill Investigation Service Order Steps on 1st Trip Pg. 1001.1. (143) High Bill Investigation Service Order Steps on 1st Trip (Cont.) Pg. 1002. (144) High Bill Investigation Service Orders Appointments - Percent of Jobs Requiring an Appointment
Pg. 1003. (145) High Bill Investigation Service Orders Resolutions Pg. 1004. (146) FSR's Authority to Satisfy the Customer - e.g. Adjust Bill, Order Meter Test
Pg. 1005. (147) Measuring Customer Satisfaction with Issue Resolution -
VIII
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
FS High Bill Investigation Expense - Field Portion
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.25
$0.01 <= $0.02
$0.02 <= $0.17
$0.17 <= $0.41
$0.41 <= $0.85
Expense per Adj. Cust.
$0.90
$
0
.
8
4
9
$0.80
$0.70
$0.60
$0.50
$0.40
$0.30
$0.20
$0.10
$
0
.
0
0
9
$
0
.
0
1
0
$
0
.
0
1
3
$
0
.
0
1
5
$
0
.
0
1
5
2
3
2
2
2
1
5
1
0
$
0
.
0
2
7
$
0
.
0
4
3
$
0
.
0
6
5
$
0
.
0
9
6
$
0
.
1
2
9
$
0
.
2
0
9
$
0
.
2
3
1
$
0
.
2
7
8
$
0
.
3
1
3
$
0
.
4
0
8
$
0
.
4
3
5
$
0
.
5
3
9
$
0
.
5
7
2
$
0
.
6
4
7
$0.00
2
4
3
8
5
2
7
4
7
7
3
4
5
4
9
4
8
8
4
1
3
7
1
2
1
8
1
6
2
5
3
0
6
4
0
1
9
1
7
3
2
1
3
3
4
4
2
9
3
9
4
2
1
2
0
2
8
3
1
2
6
Source/Calculation: SUM{B.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: 2004
Final Report
986
50187
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
FS High Bill Investigation Expense - Field Portion
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$0.27
$0.01 <= $0.03
$0.03 <= $0.20
$0.20 <= $0.44
$0.44 <= $0.85
Expense per Customer
$0.90
$0.80
$0.70
$
0
.
5
3
9
$0.60
$0.50
$0.40
$0.30
$0.20
$0.10
$
0
.
0
0
9
$
0
.
0
1
0
2
3
2
$
0
.
0
2
0
$
0
.
0
2
1
$
0
.
0
2
1
$
0
.
0
2
7
1
0
1
5
2
2
2
4
$
0
.
0
7
0
$
0
.
0
8
7
$
0
.
0
9
6
5
2
7
$
0
.
2
7
8
$
0
.
2
7
9
4
5
3
$
0
.
3
1
3
$
0
.
3
2
7
$
0
.
5
5
2
$
0
.
6
4
7
$
0
.
7
2
9
$
0
.
8
4
9
$
0
.
4
0
8
$
0
.
1
2
9
$0.00
3
8
4
7
4
9
7
4
8
4
1
8
1
2
3
7
1
8
2
6
4
1
3
2
5
3
0
6
4
0
1
9
3
1
3
2
2
8
3
4
1
6
2
9
3
9
4
2
1
2
0
1
7
Source/Calculation: SUM{B.14}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
987
50369
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
FS High Bill Investigation Expense - Field Portion
Per High Bill Investigation Service Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$74.36
$5.23 <= $38.13
$38.13 <= $47.92
$47.92 <= $70.40
$70.40 <= $515.19
Expense per Adj. Cust.
$600.00
$
5
1
5
.
1
9
$500.00
$400.00
$300.00
$200.00
$100.00
$
5
.
2
3
$
1
7
.
7
5
$
1
9
.
0
3
$
2
2
.
0
4
3
1
2
2
$
3
4
.
2
6
$
4
2
.
0
1
$
4
2
.
3
6
$
4
4
.
3
5
$
4
4
.
7
9
$
4
7
.
9
2
2
2
3
7
4
8
7
3
8
$
5
5
.
1
8
$
6
4
.
6
6
$
6
4
.
9
8
$
6
9
.
9
5
$
7
0
.
8
6
$
7
4
.
6
0
4
5
2
4
2
7
1
0
1
5
$
8
4
.
9
8
$
9
2
.
7
4
$0.00
4
1
2
3
4
9
1
8
8
4
7
1
7
2
8
3
1
4
1
3
2
5
3
0
6
2
0
1
9
5
3
2
2
6
3
4
1
6
2
9
3
9
4
2
1
4
0
Source/Calculation: SUM{B.14}/(SUM{AO.2})
Year: 2004
Final Report
988
50194
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
High Bill Investiation Field Service Order - Field Portion
Per 100 Adjusted Customers
Mean
0.88
Orders per 100 Adj. Customer
12.00
1
0
.
3
0
10.00
8.00
6.00
3
.
4
0
4.00
2.00
0
.
0
2
0
.
0
3
0
.
0
3
0
.
0
3
0
.
0
3
0
.
0
4
0
.
0
5
0
.
0
5
0
.
0
9
0
.
1
0
0
.
1
4
0
.
2
1
0
.
2
3
1
0
4
7
2
3
2
2
3
7
2
4
5
2
3
8
2
9
2
7
4
8
3
0
.
4
0
0
.
4
3
0
.
4
7
0
.
5
7
7
4
5
8
4
9
0
.
9
3
1
.
0
0
2
5
1
8
0.00
1
2
4
1
3
2
4
1
3
3
0
6
4
0
1
9
3
1
1
7
2
8
2
6
3
4
1
6
3
9
4
2
1
2
0
1
5
Source/Calculation: AJ.2.9/((SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)/100)
Year: 2004
Final Report
988.1
Calculation shown is for the first piece of the stacked bar only.
1000330
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Field Service: High Bill Investigation
High Bill Investigation Service Orders Completed On First Trip
Percent of Service Orders Sent To Field
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
91.59%
100.00% => 97.00%
97.00% => 95.00%
95.00% => 90.00%
90.00% => 70.00%
Percent of Service Orders
100.00%
90.00%
1
0
0
.
0
0
%
1
0
0
.
0
0
%
2
7
2
9
9
.
8
5
%
9
8
.
0
0
%
9
7
.
0
0
%
9
6
.
6
5
%
9
6
.
0
0
%
9
5
.
2
0
%
9
5
.
0
0
%
9
4
.
7
3
%
9
4
.
6
6
%
9
1
.
0
0
%
9
0
.
0
0
%
8
4
.
0
0
%
8
0
.
0
0
%
80.00%
7
5
.
0
0
%
7
0
.
0
0
%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
2
4
1
9
4
1
4
8
1
2
4
9
1
8
2
2
3
8
8
2
5
2
3
1
0
4
5
3
2
3
4
4
1
3
3
0
6
4
0
1
5
3
1
7
3
1
2
6
2
8
1
6
2
9
3
9
4
2
4
7
1
5
2
0
7
Source/Calculation: (AO.3.1*AO.2.1+AO.2.2*AO.3.2+AO.2.3*AO.3.3)/SUM{AO.2}
Year: 2004
Final Report
989
1000324
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Field Service: High Bill Investigation
High Bill Investigation Service Orders Completed On First Trip Electric
Percent of Service Orders Sent To Field
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
93.41%
100.00% => 98.46%
98.46% => 97.05%
97.05% => 90.75%
90.75% => 70.00%
Percent of Service Orders
100.00%
90.00%
1
0
0
.
0
0
%
1
0
0
.
0
0
%
1
0
0
.
0
0
%
9
9
.
8
5
%
2
7
2
2
8
2
4
9
8
.
0
0
%
9
8
.
0
0
%
9
8
.
0
0
%
9
7
.
1
0
%
9
7
.
0
0
%
9
7
.
0
0
%
9
4
.
6
6
%
9
1
.
0
0
%
9
0
.
0
0
%
8
4
.
0
0
%
8
0
.
0
0
%
80.00%
7
0
.
0
0
%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
3
7
3
0
1
9
2
2
4
8
4
1
3
8
8
2
5
2
3
1
0
3
2
3
4
4
1
8
1
3
6
4
0
1
5
3
7
3
1
2
6
2
0
2
9
3
9
4
5
4
2
4
7
1
2
1
5
4
9
Source/Calculation: AO.3.1
Final Report
990
Year: 2004
29718
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
High Bill Investigation Service Orders Completed On First Trip Gas
Percent of Service Orders Sent To Field
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
89.90%
96.00% => 95.05%
95.05% => 93.48%
93.48% => 88.25%
88.25% => 75.00%
Percent of Service Orders
100.00%
90.00%
9
6
.
0
0
%
9
5
.
2
0
%
9
5
.
0
0
%
9
4
.
6
6
%
9
2
.
3
0
%
9
1
.
0
0
%
1
2
4
9
1
8
3
8
2
2
8
8
0
.
0
0
%
80.00%
7
5
.
0
0
%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
1
0
4
5
2
4
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
4
8
3
1
3
9
2
0
3
7
5
4
1
1
1
7
4
2
7
2
9
1
6
3
4
2
6
3
2
2
8
4
7
Source/Calculation: AO.3.2
Final Report
991
Year: 2004
50130
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
Scope of Electric High Bill Investigation Process
Q: Please describe the scope of your electric high bill investigation process?
1) Customer Appointment; 2) IKWH Checksheet Tool; 3) Customer Report given to customer,
Appliance analysis, Drop Load, Passing Load, Foriegn Load checks
Bad Meter, check and discuss appliance usage.
Check and test meter for accuracy
Check Read, Load Check, Meter Test, Ground Check and Conservation Tips
Contact customer, meet customer on premise
Customer Rep receives call from customer. Attempt to satisfy complaint. If necessary, send for meter test. Test results relayed back to customer rep. Rep
contacts customer w ith results.
Customer request investigation, Field Rep responds w ith investigating
If the customer is present during the field investigation, the field technician performs investigation, based on the meter findings technician w ill either search through
the premise to identify high/low causes or if necessary perform a meter test.
Investigate problem, listen to customer complaint, survey premise, review historical usage, show comparison historical usage to high bill, make recommendations,
possible energy audit if needed.
Mostly get read. Also make sure meter is operating correctly.
None
None
Review account history, schedule appointment, attempt telephone resolution, make field visit, check for appliance use, check meter read, resolve customer inquiry
Review history, obtain current reading, review usage w ith customer on phone or on site. If necessary, test meter.
Review the CIS stats. If proven to be problematic I w ill trigger a field dispatch for a check read and take appropriate action once feedback is received
Test meter and meet, call or send letter to customer
Very limited; someone from Energy services visits customer premise. No real data maintained
Source/Calculation: AO.4.1
Year: 2004
Final Report
993
60190
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
Method Used To Contact Customer When a High Bill
Investigation Is Complete
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. In Person:
Percent
74%
2. By Phone:
87%
3. Door Hanger:
26%
99. Other:
35%
Source/Calculation: AO.5.1
Year: 2004
Final Report
994
1000626
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
Method Used To Contact Customer When a High Bill
Investigation Is Complete
Q: How is the customer contacted when a High Bill Investigation order is complete?
letter
letter
Letter
LETTER , CORRECTED BILL
Letter w ith explanation
Letter w ith results sent to customer.
Letter, w hen requested.
Standard is by w ritten correspondence.
Written correspondence/results
Source/Calculation: AO.5.99
Year: 2004
Final Report
995
60191
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
Percent of Service Orders Requiring Entry Into Premise for Order
Completion
Electric
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
57.8%
5.0% <= 16.0%
16.0% <= 75.0%
75.0% <= 100.0%
100.0% <= 100.0%
Percent
100.0%
90.0%
9
0
.
0
%
9
9
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
1
0
0
.
0
%
4
8
1
9
2
4
7
8
2
2
2
7
5
.
0
%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
1
5
.
0
%
20.0%
10.0%
5
.
0
%
5
.
0
%
5
.
0
%
2
8
4
1
3
2
1
7
.
0
%
2
3
.
0
%
3
3
.
6
%
0.0%
2
5
2
3
1
4
7
1
0
4
9
4
1
8
1
3
3
0
6
2
7
4
0
1
5
3
3
1
3
8
2
0
2
6
3
4
1
6
2
9
3
9
4
5
4
2
1
2
5
3
7
1
7
Source/Calculation: AO.6.1
Final Report
996
Year: 2004
50028
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
Percent of Service Orders Requiring Entry Into Premise for Order
Completion
Gas
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
92.2%
45.0% <= 95.0%
95.0% <= 100.0%
100.0% <= 100.0%
100.0% <= 100.0%
Percent
100.0%
90.0%
9
0
.
0
%
9
5
.
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
9
1
0
3
7
4
5
7
8
2
2
1
8
80.0%
70.0%
60.0%
50.0%
4
5
.
0
%
40.0%
30.0%
20.0%
10.0%
0.0%
1
2
3
8
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
3
1
1
7
2
8
2
4
4
9
3
2
2
6
3
4
1
6
2
9
4
2
4
7
1
4
1
5
2
0
4
8
Source/Calculation: AO.6.2
Final Report
997
Year: 2004
60192
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Field Service: High Bill Investigation
Reasons for Orders Not Completed - High Bill Investigation
Percent of Orders
100%
80%
60%
40%
20%
0%
4
1
1
2
3
2
4
9
3
8
8
4
8
2
2
2
1
9
2
5
1
8
2
6
4
2
3
1
3
3
0
6
2
7
4
0
1
5
3
3
1
2
4
2
8
3
4
2
9
3
9
4
2
Cant Get In/Access
Capacity related/backlog/staffing
Company Missed Appointment
No Action Taken (No Reason)
Customer Missed Appointment
Other
4
7
1
5
1
0
3
7
2
0
7
Source/Calculation: AO.7.1
Year: 2004
Final Report
999
Calculation shown is for the first piece of the stacked bar only.
1000262
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
Orders Not Completed on First Trip
Percent
100%
80%
60%
40%
20%
0%
2
1
9
1
2
1
8
3
2
2
5
4
1
2
2
3
8
4
9
4
8
8
1
1
7
4
0
3
0
3
9
4
5
4
2
6
2
9
4
7
3
5
1
5
2
7
3
4
4
2
8
2
6
2
3
Cant Get In/Access
Capacity related/backlog/staffing
Company Missed Appointment
No Action Taken (No Reason)
Customer Missed Appointment
Other
2
0
7
3
1
3
7
1
6
1
0
1
3
2
4
Source/Calculation: AO.7.1
Year: 2004
Final Report
1000
Calculation shown is for the first piece of the stacked bar only.
1000344
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
High Bill Investigation Service Order Steps on 1st Trip
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Make Appointment:
Percent
86.4%
2. Reminder Call to Customer:
45.5%
3. Door Tag:
40.9%
99. Other:
22.7%
Source/Calculation: AO.8.1
Year: 2004
Final Report
1001
1000359
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
High Bill Investigation Service Order Steps on 1st Trip (Cont.)
Q: What steps are included in your process to complete a high bill investigation service order on the first trip?
attempt telephone resolution
Call Customer
Field testing of meter after request is made.
Just go
LETTER , CORRECTED BILL
Source/Calculation: AO.8.99
Year: 2004
Final Report
1001.1
1000651
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
High Bill Investigation Service Orders Appointments
Percent of Jobs Requiring an Appointment
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
77%
100% => 100%
100% => 100%
100% => 80%
80% => 1%
Percent
100%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
90%
8
5
%
8
0
%
80%
70%
60%
50%
40%
2
9
%
30%
20%
10%
5
%
1
%
0%
4
5
2
4
7
8
2
2
2
2
7
1
8
4
8
1
9
2
3
3
2
2
5
1
6
4
1
3
3
0
6
4
0
1
5
3
1
7
3
8
4
9
3
1
3
4
2
8
2
9
3
9
4
2
4
7
1
2
1
4
1
5
1
0
3
7
2
0
2
6
Source/Calculation: AO.9.1
Year: 2004
Final Report
1002
1000360
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
High Bill Investigation Service Orders Resolutions
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Low er Bill:
Average:
-
5
%
-
-
-
-
-
-
-
-
-
0 0
3
% %
%
-
-
-
1
%
-
1
%
-
-
1
%
-
-
-
-
4
0 %
-
-
-
-
6%
-
1
%
-
-
-
-
-
-
-
-
-
0 0
2
% %
%
-
-
-
1
%
-
9
8 %
-
-
5
%
-
-
-
-
5
%
-
-
-
-
14%
-
9
4 %
-
-
-
-
-
-
-
-
-
0 0
% %
9
5 %
-
-
-
9
7 %
-
9
8 %
-
-
9
0 %
-
-
-
-
5
0 %
-
-
-
-
66%
-
1
0
0
%
1
0
0
%
-
-
-
0 0
% %
9
5 %
-
-
-
1
%
-
-
-
-
0
%
-
-
-
-
5
%
-
-
-
-
33%
2. Meter Test:
3. No Adjustment Necessary:
4. Identify Root Cause:
0
%
-
-
Source/Calculation: AO.10.1
Year: 2004
Final Report
1003
1000361
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
FSR's Authority to Satisfy the Customer
e.g. Adjust Bill, Order Meter Test
Q: What authority does the FSR have to satisfy customer (e.g. adjust bill, order meter test)
Adjust bill, authorize meter test, make bill arbitrary allow ance up to $200.
adjust bill, order meter test, credit (time and trouble)
Adjust the bill depending on problem
Any action on the meter side (replace, test etc)
Can remove meter
Could raise new w ork if found problem, but not adjust bill.
FSR can collect info to provide to customer service. They also check other things at premises including checking hex device to make sure reading properly, trace
fuel lines, etc. to get to root of problem.
FSR can perform meter test in the field
FSR just reports equipment status to Rate Department
He is empow ered to make a decision and forw ard any adjustment on to billing for processing
Meter Test
None
None
Order a meter test and or recommend Policy Adjustment
Order meter test
Order meter test
PERFORM LEAK TEST AT RESIDENCE, SEND METER IN FOR CALIBRATION TESTING, REPAIR ANY MINOR LEAKS FOUND
Request meter exchange only
Results of field investigation (reads, appliance, inspections, meter tests) can be shared w ith customer. Information forw arded to Energy Cost Inquiry desk. Final
resolution made after consumption, rates, etc checked & cust contact by ECI rep w ith results.
Test meter, adjust bill
The field tech has full authority to settle the inquiry up to $50.00. The field tech has full authority to request a meter test.
Source/Calculation: AO.11.1
Year: 2004
Final Report
1004
1000529
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: High Bill Investigation
Measuring Customer Satisfaction with Issue Resolution
Q: How do you measure customer satisfaction with issue resolution?
Customer satisfaction survey
Customer Satisfaction Surveys.
Customers w ho are part of the random survey are asked if their issue w as resolved w ithin their first contact w ith IPL (First Call Resolution Measure). They are als
asked the number of days it took to resolve their issue.
Do not measure
Do not measure that specific issue
Documentation on service order
Don't
don't measure
Enhanced MaxiCare, PreCare and CustomerCare Monthly Surveys
General customer satisfaction surveys done quarterly.
JD Pow ers
Lack of complaints, repeat calls
MARKET RESEARCH SURVEY ON CUSTOMERS WITH RECENT CONTACT WITH THE COMPANY
Moment of Truth random transaction survey conducted by customer assessment group.
Not measured at this time.
Part of overall customer satisfaction survey
Random monthly telephone surveys
Survey all high bill customers.
Source/Calculation: AO.12.1
Year: 2004
Final Report
1005
1000530
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
2005 Customer Service Final Report - Field Service
Field Service: Change of Account
(###) Report Viewer Record Number
Pg. 1006.
Pg. 1007.
Pg. 1007.1.
Pg. 1007.2.
Pg. 1008.
Pg. 1009.
Pg. 1010.
Pg. 1011.
Pg. 1012.
Pg. 1013.
Pg. 1014.
Pg. 1014.1.
Pg. 1015.
Pg. 1015.1.
Pg. 1017.
Pg. 1017.1.
Pg. 1018.
Pg. 1019.
Pg. 1021.
Pg. 1023.
Pg. 1025.
Pg. 1026.
Pg. 1028.
Pg. 1029.
Pg. 1031.
Pg. 1032.
Pg. 1033.
Pg. 1034.
Pg. 1035.
Pg. 1037.
Pg. 1038.
Pg. 1040.
Pg. 1041.
Pg. 1043.
Pg. 1044.
Pg. 1046.
Section Contents
(150) FS Change of Account Expense - Per Adjusted Customer
(151) FS Change of Account Expense - Per Customer
(152) FS Change of Account Expense Per Adjusted Customer - Allocated by Commodity
(153) FS Change of Account Expense Per Customer - Allocated by Commodity
(154) FS Change of Account Expense - Per Change of Account Service Order
(155) FS Change of Account Expense - Per Service Order and Requests Completed without a Service Order
(156) Change of Account Service Orders - Per Adjusted Customer
(157) Change of Account Service Order and Requests Completed without a Service Order - Per Adjusted Customer
(158) Normal Lead Time Offered For Turn On Request - Electric
(159) Normal Lead Time Offered For Turn On Request - Gas
(160) Most Common Time Window Offered for Appointments - Electric Change of Account
(161) Time Windows for Appointments (Cont.) (162) Most Common Time Window Offered - For Gas Change of Account Appointments
(163) Most Common Time Window Offered (Cont.) - For Gas Change of Account Appointments
(164) Appointment Availablity for Change of Account (165) Appointment Availablity for Change of Account (Cont.) (166) Change of Account Service Orders Completed On First Trip - Electric - Percent of Service Orders Sent To Field
(167) Change of Account Service Orders Completed On First Trip - Gas - Percent of Service Orders Sent To Field
(168) Change of Accounts Not Physically Shut Off - Electric
(169) Change of Accounts Not Physically Shut Off - Gas
(170) Obtaining A Match For On/Off Requests - Electric - Average Number of Days Wait before Physical Shut-Off
(171) Obtaining A Match For On/Off Requests - Gas - Average Number of Days Wait before Physical Shut-Off
(172) On/Off Field Change of Account Work Completed On Time As Scheduled - Electric (173) On/Off Field Change of Account Work Completed On Time As Scheduled - Gas (174) Availability of Field Service Personnel - Hours per Week Available for Change of Account
(175) Time From When The Work Is Complete for a Change of Account Until It Is Posted To System - For Physical Site Visits
(176) Percent of Change of Account Site Visits Done By Meter Reader vs Field Service (177) Percent of Service Orders Requiring Entry Into Premise for Order Completion - Electric
(178) Percent of Service Orders Requiring Entry Into Premise for Order Completion - Gas
(179) Electric Change of Accounts Reconnect Requests Handled Without a Field Visit (180) Gas Change of Accounts Reconnect Requests Handled Without a Field Visit (181) Electric Change of Accounts Disconnect Requests Handled Without a Field Visit (182) Gas Change of Accounts Disconnect Requests Handled Without a Field Visit (183) Parameters Used for Determining Whether To Physically Turn Gas Meters off - For a Change of Account
(184) Parameters Used for Determining Whether To Physically Turn Electric Meters off - For a Change of Account
(185) Inactive Accounts Found With Substantial Consumption Per Year ©2005 PA Consulting Group, All Rights Reserved
IX
2005 Customer Service Final Report - Field Service
Field Service: Change of Account
(###) Report Viewer Record Number
Section Contents
Pg. 1047. (186) Time From When the Order Is Received In the Field - Until It Is Worked for Reconnects
Pg. 1047.1. (187) Time From When the Order Is Received In the Field (Cont.) - Until It Is Worked for Reconnects
Pg. 1048. (188) Orders Attempted but Not Completed -
X
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
FS Change of Account Expense
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.18
$0.31 <= $1.04
$1.04 <= $2.13
$2.13 <= $3.20
$3.20 <= $20.50
Expense per Adj. Cust.
$25.00
$
2
0
.
5
0
$20.00
$15.00
$10.00
$5.00
$
0
.
3
1
$
0
.
3
2
$
0
.
4
5
$
0
.
4
8
$
0
.
6
0
$
0
.
7
8
2
3
2
7
4
5
2
9
1
7
7
$
1
.
0
1
$
1
.
0
3
$
1
.
0
7
$
1
.
2
7
$
1
.
5
0
$
1
.
6
5
$
1
.
6
7
$
1
.
6
9
4
1
4
0
8
2
2
2
1
0
4
3
1
$
2
.
1
2
$
2
.
1
4
2
4
1
3
$
2
.
4
1
$
2
.
4
2
$
2
.
5
9
$
2
.
6
0
$
2
.
7
8
$
2
.
9
1
3
7
3
6
3
2
5
1
5
$
3
.
2
9
$
4
.
0
4
$
4
.
5
6
$
6
.
1
9
$
6
.
3
1
1
2
4
9
$
8
.
1
6
$
8
.
6
1
$0.00
1
6
3
8
3
4
1
8
3
9
4
2
2
8
2
0
1
4
7
2
6
4
8
1
9
3
0
2
5
Source/Calculation: SUM{B.12}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)
Year: 2004
Final Report
1006
50186
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
FS Change of Account Expense
Per Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.48
$0.31 <= $1.24
$1.24 <= $2.45
$2.45 <= $3.98
$3.98 <= $20.50
Expense per Customer
$25.00
$
2
0
.
5
0
$20.00
$15.00
$10.00
$5.00
$
0
.
3
1
$
0
.
3
2
$
0
.
4
5
$
0
.
4
8
$
0
.
6
0
2
3
2
7
4
5
2
9
1
7
$
1
.
0
1
$
1
.
0
3
$
1
.
2
3
$
1
.
2
7
$
1
.
3
6
$
1
.
6
7
4
1
4
0
7
2
8
4
$
2
.
1
2
$
2
.
1
4
$
2
.
1
6
$
2
.
3
5
$
2
.
5
4
$
2
.
5
9
$
2
.
6
0
2
4
1
3
1
0
2
2
3
1
6
3
2
$
2
.
9
3
$
3
.
0
7
3
3
7
$
3
.
6
4
$
3
.
7
3
1
6
5
$
4
.
0
6
$
4
.
5
6
$
6
.
1
9
$
6
.
3
1
$
6
.
5
3
1
2
4
9
3
8
$
8
.
1
6
$
8
.
6
1
$0.00
1
5
3
4
1
8
3
9
4
2
1
4
7
2
6
4
8
1
9
3
0
2
5
2
8
2
0
Source/Calculation: SUM{B.12}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})
Year: 2004
Final Report
1007
50372
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
FS Change of Account Expense Per Adjusted Customer
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.20
$0.31 <= $1.03
$1.03 <= $2.12
$2.12 <= $3.29
$3.29 <= $20.50
Expense per Adj. Cust.
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
3
2
7
4
5
2
9
1
7
7
4
1
4
0
8
2
2
2
1
0
4
3
1
2
4
Electric
1
3
3
7
3
Gas
6
3
2
1
5
1
6
3
8
Water
3
4
1
2
4
9
1
8
3
9
4
2
2
8
2
0
5
1
4
7
2
6
4
8
1
9
3
0
2
5
Other
Source/Calculation: SUM{B.12}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+(SUM{A.6}+SUM{A.7}+SUM{A.8})*2+SUM{A.9}*3)*B.20.1
Year: 2004
Final Report
1007.1
1000727
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
FS Change of Account Expense Per Customer
Allocated by Commodity
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$3.48
$0.31 <= $1.23
$1.23 <= $2.35
$2.35 <= $4.06
$4.06 <= $20.50
Expense per Customer
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
2
3
2
7
4
5
2
9
1
7
4
1
4
0
7
2
8
4
2
4
1
3
1
0
2
2
Electric
3
1
6
3
2
Gas
3
3
7
1
6
1
5
3
4
Water
1
2
4
9
3
8
1
8
3
9
4
2
2
8
2
0
5
1
4
7
2
6
4
8
1
9
3
0
2
5
Other
Source/Calculation: SUM{B.12}/(SUM{A.3}+SUM{A.4}+SUM{A.5}+SUM{A.6}+SUM{A.7}+SUM{A.8}+SUM{A.9})*B.20.1
Year: 2004
Final Report
1007.2
1000728
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
FS Change of Account Expense
Per Change of Account Service Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$18.15
$1.83 <= $9.38
$9.38 <= $16.41
$16.41 <= $24.57
$24.57 <= $62.71
Expense per Adj. Cust.
$70.00
$
6
2
.
7
1
$60.00
$50.00
$
3
9
.
5
1
$40.00
$30.00
$20.00
$10.00
$
1
.
8
3
$
4
.
1
4
$
4
.
4
5
$
5
.
0
1
2
7
2
4
$
5
.
1
2
6
$
6
.
3
6
$
8
.
7
1
$
1
1
.
4
1
$
1
1
.
5
1
$
1
1
.
6
7
3
4
3
2
1
3
$
1
3
.
2
3
$
1
4
.
7
0
$
1
5
.
0
0
5
1
7
$
1
7
.
8
1
$
1
8
.
1
7
$
1
8
.
7
4
1
5
1
0
3
7
$
2
1
.
5
1
$
2
2
.
1
3
3
1
1
2
$
2
2
.
9
9
$
2
5
.
1
0
$
2
6
.
4
2
$
2
7
.
5
4
$
2
7
.
9
5
$
2
8
.
2
3
4
5
2
2
2
3
$0.00
4
0
2
4
3
7
1
6
4
1
3
9
1
8
8
2
8
2
0
1
4
7
4
2
2
9
2
6
4
9
3
8
4
8
1
9
3
0
2
5
Source/Calculation: SUM{B.12}/SUM{AP.2}
Year: 2004
Final Report
1008
50193
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
FS Change of Account Expense
Per Service Order and Requests Completed without a Service Order
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
$12.12
$0.37 <= $4.39
$4.39 <= $8.81
$8.81 <= $18.63
$18.63 <= $35.02
Expense per Adj. Cust.
$40.00
$
3
5
.
0
2
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$
0
.
3
7
$
0
.
8
2
$
1
.
0
4
2
3
4
0
$
2
.
2
4
$
3
.
6
7
$
4
.
2
0
$
4
.
3
1
$
4
.
6
3
2
1
3
1
0
$
5
.
0
1
$
5
.
1
2
4
6
$
6
.
1
7
$
6
.
1
8
8
2
4
$
8
.
7
1
$
8
.
9
2
3
3
2
$
1
1
.
4
1
$
1
4
.
7
0
$
1
5
.
0
0
5
1
7
$
1
7
.
8
1
$
1
8
.
3
1
$
1
8
.
7
4
$
2
1
.
5
1
$
2
2
.
1
3
$
2
5
.
1
0
$
2
6
.
4
2
$
2
7
.
5
4
$0.00
2
7
2
2
7
3
4
1
5
1
6
3
7
3
1
1
2
4
1
3
9
4
5
1
8
2
8
2
0
1
4
7
4
2
2
9
2
6
4
9
3
8
4
8
1
9
3
0
2
5
Source/Calculation: SUM{B.12}/(SUM{AP.2}+SUM{AP.16}+SUM{AP.17}+SUM{AP.18}+SUM{AP.19}+SUM{AP.20}+SUM{AP.21})
Year: 2004
Final Report
1009
50310
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Change of Account Service Orders
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.19
0.01 <= 0.06
0.06 <= 0.18
0.18 <= 0.28
0.28 <= 0.57
Orders per Adjusted Customer
0.60
0.50
0.40
0.30
0.20
0.10
0.00
2
3
4
5
8
2
6
1
7
4
1
2
2
7
2
7
3
1
1
0
3
7
1
6
1
5
1
3
5
1
8
Electric
3
2
2
5
3
Gas
1
2
1
9
2
3
9
4
2
4
3
4
6
4
0
2
8
2
0
1
4
7
4
2
2
9
4
9
3
8
4
8
3
0
Water
Source/Calculation: (AP.2.1+AP.2.2+AP.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: 2004
Final Report
1010
50324
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Change of Account Service Order and Requests Completed
without a Service Order
Per Adjusted Customer
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.27
0.02 <= 0.14
0.14 <= 0.23
0.23 <= 0.33
0.33 <= 0.99
COA SO per Adj. Cust.
1.00
0.90
0.80
0.70
0.60
0.50
0.40
0.30
0.20
0.10
0.00
4
5
2
6
1
7
4
1
7
3
1
3
7
1
6
2
3
1
5
8
5
1
0
1
8
3
2
2
5
3
1
2
1
9
2
3
9
4
2
4
2
2
3
4
1
3
6
2
7
4
0
Change of Acct - Site Visit
Change of Account - Estimated (Read Out)
Change of Account - AMR
Change of Account - Other Non Site Visit
2
8
2
0
1
4
7
4
2
2
9
4
9
3
8
4
8
3
0
Source/Calculation: (SUM{AP.2})/(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
1011
Calculation
2004 shown is for the first piece of the stacked bar only.
Year:
50353
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Normal Lead Time Offered For Turn On Request
Electric
Mean
1.31
Days
3.00
2
.
9
0
3
.
0
0
3
.
0
0
3
8
3
1
1
0
2.50
2
.
0
0
2
.
0
0
2
.
0
0
2
2
3
8
2.00
1.50
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
4
8
4
1
3
2
5
3
0
6
2
7
4
0
1
9
3
2
2
2
8
1
7
7
2
4
3
2
2
6
1
4
1
3
7
1.00
0
.
5
0
0.50
0.00
1
6
2
0
5
1
2
4
7
4
2
4
5
3
9
2
9
3
4
4
9
1
5
1
8
Source/Calculation: AP.3.1
Year: 2004
Final Report
1012
8009
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Normal Lead Time Offered For Turn On Request
Gas
Mean
1.74
Days
3.00
2
.
7
0
2
.
8
8
3
.
0
0
3
.
0
0
3
.
0
0
3
8
4
9
1
0
1
8
3
1
2.50
2
.
0
0
2
.
0
0
2
9
8
2.00
1.50
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
1
.
0
0
3
7
1
2
3
9
2
6
7
2
2
3
1.00
0
.
5
0
0.50
0.00
1
6
1
7
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
4
4
8
2
8
2
4
3
2
3
4
4
5
4
2
4
7
1
4
1
5
2
0
2
Source/Calculation: AP.3.2
Year: 2004
Final Report
1013
9134
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Most Common Time Window Offered for Appointments
Electric Change of Account
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. No Appointments:
Percent
17.4%
2. 1 Hour Window :
4.3%
3. 2 Hour Window :
8.7%
4. 4 Hour Window :
4.3%
5. A.M. vs. P.M.:
21.7%
6. Specific Date:
30.4%
7. Saturday:
0.0%
99. Other:
13.0%
Source/Calculation: AP.4.1
Year: 2004
Final Report
1014
2070
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Time Windows for Appointments (Cont.)
Q: What is the most common time window offered for Electric change of account appointments?
Customer can pay a fee for same day service otherw ise service is provided the next business day.
Note:Appointments offerred w here physical turn-on is required & access is a problem. Change party appointment made only if access is a problem.
Worked w ithin three business days
Source/Calculation: AP.4.99
Year: 2004
Final Report
1014.1
8163
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Most Common Time Window Offered
For Gas Change of Account Appointments
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. No Appointments:
Percent
0.0%
2. 1 Hour Window :
0.0%
3. 2 Hour Window :
7.7%
4. 4 Hour Window :
15.4%
5. A.M. vs. P.M.:
30.8%
6. Specific Date:
30.8%
99. Other:
15.4%
Source/Calculation: AP.5.1
Year: 2004
Final Report
1015
60195
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Most Common Time Window Offered (Cont.)
For Gas Change of Account Appointments
Q: What is the most common time window offered for Gas change of account appointments?
All day also.
Appt. made only if physical turn-on is required or if appliance check/inspection is desired.
Source/Calculation: AP.5.99
Year: 2004
Final Report
1015.1
60446
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Appointment Availablity for Change of Account
Question
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. Monday - Friday during normal
8-hour w ork shift:
2. Monday - Friday during normal
10-hour w ork shift:
3. Monday - Friday after normal
w orking hours:
4. Weekends:
Percent
92.6%
18.5%
14.8%
14.8%
99. Other:
14.8%
Source/Calculation: AP.7.1
Year: 2004
Final Report
1017
60197
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Appointment Availablity for Change of Account (Cont.)
Q: When are appointments available for change of account site visit?
Monday through Saturday 8:00 a.m. to 8:00 p.m.
Monday to Friday - during normal w orking hours and Saturdays
Saturdays
Some areas have shift w orkers
Source/Calculation: AP.7.99
Year: 2004
Final Report
1017.1
60448
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Change of Account Service Orders Completed On First Trip Electric
Percent of Service Orders Sent To Field
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
93.57%
99.99% => 99.00%
99.00% => 95.00%
95.00% => 94.72%
94.72% => 78.00%
Percent of Service Orders
100.00%
90.00%
9
9
.
9
9
%
9
9
.
9
0
%
9
9
.
5
0
%
9
9
.
0
0
%
9
9
.
0
0
%
9
9
.
0
0
%
9
7
.
0
0
%
9
5
.
0
6
%
9
5
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
5
.
0
0
%
9
4
.
4
3
%
8
8
.
0
0
%
4
0
6
2
4
3
7
2
5
4
1
2
4
1
6
3
4
3
2
1
7
1
3
2
7
2
2
2
3
8
0
.
0
0
%
7
9
.
0
0
%
7
8
.
0
0
%
1
9
1
0
3
1
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
2
9
3
0
1
5
3
4
8
8
7
3
8
1
8
2
6
2
8
3
9
4
5
4
2
4
7
1
2
1
5
2
0
4
9
Source/Calculation: AP.8.1
Final Report
1018
Only Participants
with All the Data are Shown
2004
Year:
29714
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: REGULAR
Field Service: Change of Account
Change of Account Service Orders Completed On First Trip - Gas
Percent of Service Orders Sent To Field
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
80.49%
90.00% => 85.25%
85.25% => 80.15%
80.15% => 77.15%
77.15% => 70.00%
Percent of Service Orders
90.00%
80.00%
9
0
.
0
0
%
8
6
.
0
0
%
8
5
.
0
0
%
8
2
.
2
9
%
7
8
.
0
0
%
7
8
.
0
0
%
1
8
1
2
2
6
2
2
3
7
3
1
7
4
.
6
0
%
7
0
.
0
0
%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
7
1
0
2
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
8
4
3
8
2
8
4
9
3
2
3
4
1
6
2
9
3
9
4
5
4
2
4
7
1
4
1
5
2
0
1
7
Source/Calculation: AP.8.2
Year: 2004
Final Report
1019
Only Participants with All the Data are Shown
50126
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Change of Accounts Not Physically Shut Off
Electric
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
66.53%
100.00% => 90.25%
90.25% => 66.03%
66.03% => 56.25%
56.25% => 2.00%
Percent of Change of Accounts
100.00%
90.00%
1
0
0
.
0
0
%
1
0
0
.
0
0
%
1
0
0
.
0
0
%
9
9
.
0
0
%
9
1
.
0
0
%
9
0
.
0
0
%
9
0
.
0
0
%
8
3
.
0
0
%
80.00%
7
5
.
0
0
%
70.00%
6
9
.
0
0
%
6
3
.
0
5
%
6
0
.
0
0
%
60.00%
5
8
.
0
0
%
5
8
.
0
0
%
5
7
.
0
0
%
5
4
.
0
0
%
50.00%
4
9
.
5
0
%
40.00%
1
7
.
0
0
%
30.00%
20.00%
1
5
.
0
0
%
2
.
0
0
%
10.00%
0.00%
2
3
4
7
2
8
1
7
2
4
1
2
7
7
4
0
8
3
8
2
5
1
6
3
1
1
3
4
3
2
1
0
1
9
2
4
2
9
3
0
6
1
5
3
2
2
4
8
4
9
1
8
3
4
2
0
3
9
4
5
4
2
1
2
1
5
3
7
2
6
Source/Calculation: AP.9.1
Year: 2004
Final Report
1021
Only Participants with All the Data are Shown
6038
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Change of Accounts Not Physically Shut Off
Gas
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
59.44%
99.00% => 74.50%
74.50% => 63.50%
63.50% => 45.04%
45.04% => 18.00%
Percent of Change of Accounts
100.00%
90.00%
9
9
.
0
0
%
8
5
.
0
0
%
80.00%
7
4
.
9
0
%
7
3
.
3
0
%
70.00%
6
9
.
0
0
%
60.00%
5
8
.
0
0
%
50.00%
4
8
.
1
7
%
4
4
.
0
0
%
40.00%
2
5
.
0
0
%
30.00%
20.00%
1
8
.
0
0
%
10.00%
0.00%
2
9
2
6
7
4
9
8
3
1
3
8
1
8
1
2
1
0
2
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
2
2
4
1
7
2
8
3
2
3
4
1
6
3
9
4
5
4
2
4
7
1
4
1
5
3
7
2
0
4
8
Source/Calculation: AP.9.2
Year: 2004
Final Report
1023
Only Participants with All the Data are Shown
60381
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Obtaining A Match For On/Off Requests - Electric
Average Number of Days Wait before Physical Shut-Off
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
4.79
60.00 => 2.00
2.00 => 0.00
0.00 => 0.00
0.00 => 0.00
Days
60.00
6
0
.
0
0
50.00
40.00
30.00
1
5
.
0
0
20.00
7
.
0
0
10.00
5
.
0
0
3
.
0
0
1
.
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
0
.
0
0
0
.
0
0
3
4
1
6
1
4
1
3
1
3
2
1
3
2
4
6
2
7
1
9
4
8
4
0.00
1
7
7
2
2
2
6
2
5
3
7
2
3
3
9
4
5
4
2
4
7
1
2
5
1
0
2
9
2
8
4
9
1
8
3
0
4
0
1
5
3
2
8
3
8
2
0
Source/Calculation: AP.10.1
Year: 2004
Final Report
1025
7247
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Obtaining A Match For On/Off Requests - Gas
Average Number of Days Wait before Physical Shut-Off
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
3.86
15.00 => 6.00
6.00 => 0.00
0.00 => 0.00
0.00 => 0.00
Days
16.00
1
5
.
0
0
14.00
12.00
10.00
7
.
0
0
8.00
5
.
0
0
6.00
4.00
2.00
0
.
0
0
0
.
0
0
0
.
0
0
0
.
0
0
3
7
1
6
1
8
3
1
0.00
7
2
2
1
2
4
0
4
8
4
8
2
3
3
8
1
9
2
4
2
7
6
3
0
2
5
1
3
2
3
1
5
4
5
2
0
1
0
5
4
1
1
1
7
4
2
2
8
3
9
2
9
3
4
2
6
3
2
4
9
4
7
Source/Calculation: AP.10.2
Year: 2004
Final Report
1026
50133
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
On/Off Field Change of Account Work Completed On Time As
Scheduled - Electric
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
93.4%
100.0% => 99.6%
99.6% => 97.4%
97.4% => 95.0%
95.0% => 60.0%
Percent of Work
100.0%
90.0%
1
0
0
.
0
%
1
0
0
.
0
%
9
9
.
9
%
9
9
.
9
%
9
9
.
7
%
9
9
.
2
%
9
8
.
1
%
9
8
.
0
%
9
8
.
0
%
9
6
.
8
%
9
5
.
1
%
9
5
.
0
%
9
5
.
0
%
9
5
.
0
%
9
1
.
0
%
8
0
.
0
%
8
0
.
0
%
80.0%
6
0
.
0
%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
3
7
4
8
4
0
6
2
1
3
2
3
3
2
4
1
8
2
4
3
4
4
2
7
1
6
1
7
1
9
2
5
3
9
1
8
3
0
1
5
3
2
2
7
3
8
4
9
3
1
2
9
2
8
4
5
4
2
4
7
1
2
1
5
1
0
2
0
2
6
Source/Calculation: AP.11.1
Final Report
1028
Only Participants
with All the Data are Shown
2004
Year:
6032
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
On/Off Field Change of Account Work Completed On Time As
Scheduled - Gas
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
90.9%
99.0% => 97.1%
97.1% => 94.4%
94.4% => 91.3%
91.3% => 65.3%
Percent of Work
100.0%
90.0%
9
9
.
0
%
9
8
.
0
%
9
6
.
8
%
9
5
.
0
%
9
3
.
8
%
9
3
.
0
%
8
6
.
0
%
80.0%
6
5
.
3
%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
2
9
2
6
8
1
8
7
3
7
1
2
1
6
3
8
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
2
2
3
1
4
5
2
0
1
0
5
4
1
1
4
8
4
2
1
7
3
9
3
4
3
2
4
9
2
4
2
8
4
7
Source/Calculation: AP.11.2
Final Report
1029
Only Participants
with All the Data are Shown
2004
Year:
50135
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Availability of Field Service Personnel
Hours per Week Available for Change of Account
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
52
116 => 57
57 => 40
40 => 40
40 => 28
Hours per Week
120
1
1
6
1
1
2
100
7
9
80
7
3
7
2
7
2
6
0
60
5
8
5
6
5
4
5
0
5
0
4
8
4
8
4
0
4
0
4
0
4
0
4
0
4
0
4
0
4
0
4
0
4
0
4
0
4
0
4
0
4
0
40
3
0
2
8
20
0
2
3
1
0
3
4
2
7
1
3
2
2
3
9
6
4
1
4
8
1
1
9
3
1
2
9
4
0
2
7
1
8
2
5
8
2
8
2
4
3
2
2
6
1
6
4
2
1
2
3
7
1
7
4
2
0
5
4
7
4
5
4
9
3
8
3
1
5
3
0
Source/Calculation: AP.12.1
Year: 2004
Final Report
1031
7253
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Time From When The Work Is Complete for a Change of Account
Until It Is Posted To System
For Physical Site Visits
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
Average
1. Days to Post - Electric:
2 1
-
1
-
0 1 3 1
-
0
-
1 3
-
1
-
1 0 1 1 1 1
-
-
-
1 1 1 0
-
-
1 5
-
-
-
1
-
1
-
-
-
-
-
-
1 3 1 1
-
-
1
-
0
-
-
1
-
-
-
1
-
-
2
-
1
-
-
1
-
1
-
-
-
-
-
-
-
1
-
-
-
-
-
-
-
-
-
-
-
-
1
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
1
-
1
2. Days to Post - Gas:
3. Days to Post - Water:
-
-
-
Source/Calculation: AP.13.1
Year: 2004
Final Report
1032
60198
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Percent of Change of Account Site Visits Done By Meter Reader
vs Field Service
Question
1 2 3 4 5 6 7 8
1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
0
%
-
-
1
1
0
0
0
0
%
%
1
0
0
%
Average
1. Disconnect by Meter Reader:
2. Disconnect by Field Service:
1
0
0
%
-
-
-
0 0
% %
1
1
1
0
0
0
0
0
0
%
%
%
3. Read Only by Meter Reader:
0 6
% %
4. Read Only by Field Service:
-
0 0
% %
1
1
1
9
0
0
0
4 0
0
0
%
%
%
%
-
-
1
1
0
0
0
0
%
%
1
0
0
%
0
%
-
2
%
-
-
6
%
1
1
1 1
1
9
9
0
0
0 0
0
- 4
8
0
0
0 0
0
%
%
%
%
% %
%
1
8
0
4 0
- - 0 - - %
% 0
%
%
1
1
1 1
2
9
0
0
0 0
- 6 0
0
0
0 0
%
%
%
%
% %
-
0
%
-
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
- 0 %
-
-
0 0 0 0
% % % %
1
1 1
0
0 0
0
0 0
%
% %
1
9
0
0
- 9
%
0
%
%
1
1 0
- - % 0
%
1
9
0
0 0
%
%
-
-
0
%
-
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
1
0
0
%
-
1
1
0
0
0
0
%
%
0
%
1
0
0
%
-
-
-
0
%
1%
1
0
0
%
-
-
1
0
0
%
100%
0
%
9
0
0 %
%
1
0 1
0 %
%
35%
1
0
0
%
1
1
0
0 0
%
%
-
-
9
9 %
86%
0
%
-
-
0
%
-
1
0
0
%
5. Reconnect by Meter Reader:
0
%
6. Reconnect by Field Service:
1
0
0
%
-
-
-
0 0
% %
1
1
1
0
0
0
0
0
0
%
%
%
-
-
0
%
1
1
0
0
0
0
%
%
1
0
0
%
1
1
0
0
0
0
%
%
-
0
%
-
1
0
0
%
1
1
0
0
0
0
%
%
1
0
0
%
-
0
%
1
0
0
%
1
0
0
%
-
0 0 0 0
% % % %
1
1
0
0
0
0
%
%
1
0
0
%
1
0
0
%
1
0
0
%
-
1
0
0
%
-
1
0
0
%
100%
Source/Calculation: AP.14.1
Year: 2004
Final Report
1033
60199
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Percent of Service Orders Requiring Entry Into Premise for Order
Completion
Electric
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
25.2%
0.5% <= 7.3%
7.3% <= 17.5%
17.5% <= 35.0%
35.0% <= 99.0%
Percent
100.0%
9
9
.
0
%
90.0%
7
5
.
0
%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0
.
5
%
5
.
0
%
5
.
0
%
5
.
0
%
4
1
3
2
4
8
.
0
%
8
.
0
%
3
4
2
4
1
0
.
0
%
1
5
.
0
%
2
0
.
0
%
2
0
.
0
%
2
3
3
7
3
5
.
0
%
3
5
.
0
%
1
7
1
9
3
9
.
0
%
2
3
.
0
%
0.0%
4
0
2
7
2
5
1
7
1
0
4
8
2
6
1
8
1
3
3
0
6
1
5
3
2
2
2
8
3
1
4
9
2
8
1
6
2
9
3
9
4
5
4
2
4
7
1
2
5
2
0
3
8
Source/Calculation: AP.15.1
Final Report
1034
Year: 2004
60200
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Percent of Service Orders Requiring Entry Into Premise for Order
Completion
Gas
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
74.3%
32.0% <= 68.3%
68.3% <= 79.9%
79.9% <= 91.3%
91.3% <= 95.0%
Percent
100.0%
90.0%
7
5
.
0
%
80.0%
7
9
.
7
%
8
0
.
0
%
7
2
6
9
0
.
0
%
9
5
.
0
%
9
5
.
0
%
3
9
3
7
1
0
70.0%
60.0%
4
8
.
0
%
50.0%
40.0%
3
2
.
0
%
30.0%
20.0%
10.0%
0.0%
2
2
1
8
1
2
3
8
4
2
3
1
3
2
5
3
0
6
2
7
4
0
1
9
1
5
3
2
4
8
3
1
2
9
2
0
5
4
1
1
4
7
8
4
5
1
7
1
6
3
4
3
2
4
9
2
4
2
8
4
2
Source/Calculation: AP.15.2
Final Report
1035
Year: 2004
60456
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Electric Change of Accounts Reconnect Requests Handled
Without a Field Visit
Percent
100%
80%
60%
40%
20%
0%
2
4
2
1
9
2
7
2
5
2
2
4
0
1
6
2
3
3
2
1
0
8
1
3
4
2
4
1
1
5
3
4
3
0
1
6
5
1
2
4
8
Use read out number
Prorate From Scheduled Read Date
AMR
Customer Read
4
7
2
9
3
1
3
3
9
4
5
1
8
7
2
0
2
6
4
3
7
4
9
2
8
3
8
1
7
Other
Source/Calculation: AP.16.1/SUM{AP.16}
Year: 2004
Final Report
1037
Calculation shown is for the first piece of the stacked bar only.
1000239
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Gas Change of Accounts Reconnect Requests Handled Without
a Field Visit
Percent
100%
80%
60%
40%
20%
0%
1
8
7
1
0
8
2
2
1
6
6
4
9
2
0
2
3
3
4
4
2
6
2
8
1
7
3
7
3
2
2
4
1
3
3
8
2
4
2
4
8
Use read out number
Prorate From Scheduled Read Date
AMR
Customer Read
4
5
4
1
3
0
1
5
1
2
2
5
2
7
2
9
4
7
4
0
3
3
9
3
1
1
9
1
5
Other
Source/Calculation: AP.17.1/SUM{AP.17}
Year: 2004
Final Report
1038
Calculation shown is for the first piece of the stacked bar only.
60201
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Electric Change of Accounts Disconnect Requests Handled
Without a Field Visit
Percent
100%
80%
60%
40%
20%
0%
2
2
4
2
2
2
3
1
0
1
9
1
6
Use read out number
2
7
4
0
8
1
3
AMR
4
2
4
1
1
5
3
4
3
0
1
6
2
5
4
8
4
7
2
9
3
1
Next Scheduled Read Date
3
3
9
4
5
1
2
Customer Read
3
2
7
4
9
2
0
4
1
7
2
8
1
8
3
8
2
6
5
3
7
Other
Source/Calculation: AP.19.1/SUM{AP.19}
Year: 2004
Final Report
1040
Calculation shown is for the first piece of the stacked bar only.
60206
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Gas Change of Accounts Disconnect Requests Handled Without
a Field Visit
Percent
100%
80%
60%
40%
20%
0%
2
2
1
0
1
6
8
2
4
2
4
8
4
5
4
1
Use read out number
3
0
1
5
AMR
1
2
2
5
2
7
2
9
4
7
4
0
3
3
9
3
1
1
9
1
5
Next Scheduled Read
6
1
8
4
9
2
0
Customer Read
3
4
4
2
8
7
3
7
2
3
3
2
2
4
1
3
3
8
2
6
1
7
Other
Source/Calculation: AP.20.1/SUM{AP.20}
Year: 2004
Final Report
1041
Calculation shown is for the first piece of the stacked bar only.
60207
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Parameters Used for Determining Whether To Physically Turn
Gas Meters off
For a Change of Account
Q: What parameters are used for determining whether to physically turn gas meters off for a change of account?
$300 plus arrears at premise account.
applicance disconnect/removal
Cannot phisically turn customer off during w inter moratorium w ithout a letter from the ow ner accepting responsibility for damage (ie. frozen pipes). In summer w e
try not to turn off betw een occupants if possible unless specifically requested.
Commission requires w e shut off at site.
Customer request w ith signed liability release.
If customer account is a high credit risk, use of service less than 2 years, ow es more than $300, account more than 3 months delinquent - inactive service reques
results in a disconnect.
If no "on order pending"
If no customer has called to get service
If the property w ill be vacant, meaning that no one is moving in, the Gas w ill be shut off.
If w e have a request for disconnect but no turn on from new customer.
NEW CUSTOMER HAS NOT APPLIED FOR SERVICE BY ORDER DATE
Source/Calculation: AP.22.1
Year: 2004
Final Report
1043
60209
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Parameters Used for Determining Whether To Physically Turn
Electric Meters off
For a Change of Account
Q: What parameters are used for determining whether to physically turn electric meters off for a change of account?
$300 plus arrears at premise account.
Companys sends an occupancy letter after 500KW of unbilled usage is detected by regular meter readings. Customer is given 15 days to call the company, then t
account is field w orked to gain new party information or the service is disconnected.
Consumption on inactive meter registering via the Customer Information and Management System.
Customer request
Empty premise
if a new customer is moving in the same day or next a only an outread is obtained
If AMR enabled
If customer account is a high credit risk, use of service less than 2 years, ow es more than $300, account more than 3 months delinquent - inactive service reques
results in a disconnect.
If no "on order pending"
If no existing pending connect order fthe the same premise
If there is also a gas meter at the property and no else is moving in then the electric meter is also shut off.
Landlord revert options - Rate = General Service - By request
Meter Access / No Access
no new customer
No one else has signed up for the account
No pending turn on order
No reconnect order exists for the same day and premise
Order request
Physical Turn Off is standard procedure rather then exception
Turn offs are done if there is no new tenant moving in.
unauthorized use; suspected fraud or diversion; NPSO pending,
We do not do.
Source/Calculation: AP.23.1
Year: 2004
Final Report
1044
60210
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Inactive Accounts Found With Substantial Consumption Per Year
Mean
Quartile 1
Quartile 2
Quartile 3
Quartile 4
0.058
0.001 <= 0.001
0.001 <= 0.012
0.012 <= 0.036
0.036 <= 0.481
Accounts per Meter
0.500
0.450
0.400
0.350
0.300
0.250
0.200
0.150
0.100
0.050
0.000
3
7
2
5
1
9
1
8
4
5
3
2
1
7
2
3
4
0
7
1
3
1
4
1
1
3
2
7
2
6
3
0
Electric
6
1
5
3
Water
2
2
2
4
8
8
3
8
4
4
9
2
8
3
4
1
6
2
9
3
9
4
2
4
7
1
2
5
1
0
2
0
2
4
Gas
Source/Calculation: AP.25.1/SUM{AB.4}
Year: 2004
Final Report
1046
Calculation shown is for the first piece of the stacked bar only.
60213
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Time From When the Order Is Received In the Field
Until It Is Worked for Reconnects
Question:
1 2 3 4 5 6 7 8 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4
0 2 3 5 6 7 8 9 0 2 3 4 5 6 7 8 9 0 1 2 4 7 8 9 0 1 2 5 7 8 9
1. <1 Day:
Total:
86.2%
2. <5 Days:
20.7%
3. <10 Days:
0.0%
4. <30 Days:
0.0%
5. <60 Days:
0.0%
99. Other:
10.3%
Source/Calculation: AP.26.1
Year: 2004
Final Report
1047
Calculation shown is for the first piece of the stacked bar only.
100802
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved
ID Number Used: Regular
Field Service: Change of Account
Time From When the Order Is Received In the Field (Cont.)
Until It Is Worked for Reconnects
Q: How long does it take from the time the order is received in the field until it is worked for reconnects?
If customer pays for same day turn-on. If not it w ill be w orked next day or w hen the customer requests
Reconnects are done on schedule barring access issues.
w ithin one business day of receipt of payment
Source/Calculation: AP.26.99
Year: 2004
Final Report
1047.1
100803
®US, Dollars
©2005 PA Consulting Group, All Rights Reserved