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Customer Service and Technology Newfoundland Power’s Story CARILEC CEO Symposium Grenada June 21, 2001. Fortis Group of Companies. Assets - $1.5 billion Cdn. Electric utilities Commercial real estate and hotels Canada, U.S., Belize and Cayman Islands. Newfoundland Power. Island

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Fortis group of companies

Customer Service and TechnologyNewfoundland Power’s StoryCARILEC CEO SymposiumGrenadaJune 21, 2001


Fortis group of companies

Fortis Group of Companies

  • Assets - $1.5 billion Cdn.

  • Electric utilities

  • Commercial real estate and hotels

  • Canada, U.S., Belize and Cayman Islands


Newfoundland power

Newfoundland Power

  • Island

  • Isolated electrical system

  • Regulated

  • Dispersed population

  • Rugged terrain

  • Harsh conditions


Newfoundland power1

Newfoundland Power

  • 116 years of service

  • 214,000 customers in 600 communities

  • Assets - $650 million Cdn.

  • Revenue - $350 million Cdn.

  • 6,250 miles of lines

  • 31 generating plants

  • Load – 1,150 MW


Customer service strategic focus

2001 Customer Service Targets

Call Centre Service Level

80%/40 sec.

Trouble Call Response

85%/2 hrs.

New Service Installations

95%/4 days

Reliability: Outages

17%

Customer Satisfaction

89%

Cost per Customer

$236

Customer Service Strategic Focus

“Improved customer satisfaction at lower cost.”


System control and data acquisition

System Control and Data Acquisition

  • $4 million Cdn. expansion

  • Remote intelligence across the system

  • Improved reliability and safety

  • Maximized plant production


Customer contact centre

2%

1%

31%

66%

Live Calls

E-mail

Fax/Mail

IVR

Customer Contact Centre

  • 500,000 calls per year

  • 48 on-site agents

  • 7 remote locations


Impact of new call centre technology

Impact of New Call Centre Technology


Interactive voice response ivr

1998

1999

2000

YTD 2001

Interactive Voice Response (IVR)

  • 24-hour self service options

  • Account balance

  • Last payment date and amount

  • Leave a message

31%

26%

20%

Usage


Telephony video data tvd

Telephony Video Data (TVD)

  • Outage Communication System

  • 2,000 simultaneous callers

  • Geographic and circumstance specific

  • Before TVD – 1% responseAfter TVD – 99% response

  • Ability to speak to live agent


Meter reading

Meter Reading

  • 2.5 million reads per year

  • 99% accuracy

  • $0.80 Cdn. per read

  • Handheld metering device

  • Automated meter reading


Automation of processes

Automation of Processes

  • Problem Call Logging System

  • Single-Point-of-Contact

  • Application for service

  • Equal Payment Plan process


Internet

Internet

  • ~ 1,000 visitors per month

  • Self-service options

  • Continual enhancements


Ask listen respond

Ask…Listen…Respond

  • Customer visits

  • Quarterly surveys

  • Call back surveys

  • Web site surveys

  • Regular contact by field staff


Customer service delivery

Customer Service Delivery

  • Employee motivation is a key

    • “Higher purpose”

    • Empowerment

    • Recognition

    • Listen and respond


Corporate impact

Corporate Impact

Customer satisfaction 27 per cent

Operating cost per customer17 per cent


Fortis group of companies

www.newfoundlandpower.com


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