Duke Energy Carolinas
Stakeholder Meeting
Independent Entity Services
September 12, 2008
Agenda
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•
•
•
•
Customer Survey Results
Customer Recommendations
Budget
Future of Independent Entity Services
Appendix
– Survey Questions and Results
2
Attachment K – IE
Responsibilities
• Evaluation and approval of all transmission
service requests
• Calculation of Total Transfer Capability (TTC)
and ATC
• Operation and administration of Duke Energy
Carolinas’ OASIS
• Evaluation, processing and approval of all
generation interconnection requests, and
performance of related interconnection studies
• Coordination of transmission planning
3
Survey Objectives
• Seek continuous improvement of services
provided while ensuring the highest value
of service
• Confirm the collaborative efforts showed a
seamless transition of tariff administration
services to customers
• Gauge general confidence of customers
4
Summary of Survey Questions
• Customer Satisfaction
– View of Performance
• Customer Expectations
• Customer Experiences
– Consistency of Service
• Suggested Improvements
• Expected Impact of Survey
– Expected follow-up
Survey conducted by: Practical Approaches
5
Customer Satisfaction
• Overall Midwest ISO Service Performance
Reflects Customer Satisfaction
(23 Respondents)
Rating
Percentage
Midwest ISO Exceeds Expectations
26%
Midwest ISO Meets Expectations
74%
Midwest ISO Fails to Meet Expectations
0%
6
Customer Expectations
•
•
•
•
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Timeliness
Accuracy
Availability
Consistency
Compliance with Tariff and Business
Practices
• Communication
7
Customer Experiences
• Customers have:
– Seen increased improvement in Independent
Entity services since start-up
– Indicated Midwest ISO is more
knowledgeable now of the Duke Energy –
Carolinas system
– Seen that Midwest ISO has good
understanding of upcoming regulatory
changes
8
Customer Observations
• Independent Entity Staffing – customers
seem to be comfortable with:
– Quality of the personnel
– Number of dedicated staff
– Current staffing levels for after-hours
coverage
– Execution of FERC requirements
• NERC and NAESB standards
9
How IE services are
provided?
• Customers would like to see the IE improve
current services by:
– More personalized service
– Follow up on suggested business practice changes
– Increased understanding of the geographic intricacies
of the Duke system
– No delays in study schedules (Generation
Interconnection)
– Know when to contact Midwest ISO versus Duke
Energy – Carolinas
10
How the Tariff is
Administered?
• Customer feedback noted two
suggestions:
– Review the minimum (Daily Firm) and
maximum (Hourly Non-firm) lead time for
requesting transmission service reservations
to further align adjacent markets
– Make it easier to do business during Daylight
Savings Time change
– Make it easier to do business across regions
in different time zones
11
Proposed Plan
• The NC Planning Collaborative meets the
requirement of FERC Order 890 to provide
transparency for transmission planning
– Independent oversight is no longer needed from the
Midwest ISO
• Continue to use Midwest ISO for the remainder
of the Independent Entity functions in order to
efficiently implement substantial pending
changes in tariff requirements
• Continue to use Potomac Economics as the
Independent Market Monitor
12
Budget
• Initial IE contract specified $2.2 Million
• Midwest ISO Services delivered under
budget with a reduced scope “scaling
back” after hours coverage while
performing additional work due to changes
in FERC requirements
13
IE Proposed Next Steps
• Quarterly Stakeholder Meeting
– This is the forum for discussing customer
survey topics and emergent topics (Upcoming
changes, stakeholder input)
– Tuesday, October 21, 2008 – 2 p.m. to 3 p.m.
ET
14
Questions / Feedback?
15
Appendix
• The following slides are the nine questions
asked of the survey participants
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Survey Question 1:
•
As you think about the service (s) you receive from
Midwest ISO on behalf of Duke Energy Carolinas’,
would you say the services you receive:
Participant Response
Rating
Percentage
Midwest ISO Exceeds Expectations
26%
Midwest ISO Meets Expectations
74%
Midwest ISO Fails to Meet Expectations
0%
17
Survey Question 2:
•
Describe what the 2-3 key expectations are that you
have of this group
Participant Response is found on slide 7 of this presentation
18
Survey Question 3:
•
As you think about the service (s) you receive, would
you say that over the past year, things are:
Participant Response
Rating
Percentage
Worse
5%
The Same
57%
Better
38%
19
Survey Question 4:
•
If you could change ONE THING in the way the
services/relationship works today, what would that be?
Participant Response is found on slide 7 of this presentation
20
Survey Question 5:
•
Comparing the Tariff Administration Service(s) you receive from Midwest
ISO to the Tariff Administration Services(s) you received from Duke
Energy-Carolinas, would you say Midwest ISO is:
• Much better
• Better
• About the same
• Worse
Participant Response
Rating
Percentage
Much Better
10%
Better
25%
About the Same
65%
Worse
0%
21
Survey Question 6:
•
Comparing the Tariff Administration Service(s) you receive from Midwest
ISO on behalf of Duke, to the Tariff Administration Services(s) you
received from other providers, would you say Midwest ISO/ Duke
Independent Entity is:
•
•
•
•
Much better
Better
About the same
Worse
Than the services you received elsewhere.
Participant Response
Rating
Percentage
Much Better
21%
Better
58%
About the Same
16%
Worse
5%
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Survey Question 7-9
•
Survey Question 7: Is there any issue currently
unresolved that we should bring to their attention?
–
•
Participant Response corresponds to the information on slides 8, 9,10, 11 & 14
Survey Question 8: What should we have asked you
about that we didn’t?
– Participant Response corresponds to the information on slides 8, 9,10, 11 & 14
•
Survey Question 9: Do you think Midwest ISO will
take your input seriously and act on it?
– Why or why not?
• Participant Response corresponds to the information on slides 11 & 14
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