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Fortis Group of Companies

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

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

  2. Fortis Group of Companies • Assets - $1.5 billion Cdn. • Electric utilities • Commercial real estate and hotels • Canada, U.S., Belize and Cayman Islands

  3. Newfoundland Power • Island • Isolated electrical system • Regulated • Dispersed population • Rugged terrain • Harsh conditions

  4. 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

  5. 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.”

  6. System Control and Data Acquisition • $4 million Cdn. expansion • Remote intelligence across the system • Improved reliability and safety • Maximized plant production

  7. 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

  8. Impact of New Call Centre Technology

  9. 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

  10. 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

  11. Meter Reading • 2.5 million reads per year • 99% accuracy • $0.80 Cdn. per read • Handheld metering device • Automated meter reading

  12. Automation of Processes • Problem Call Logging System • Single-Point-of-Contact • Application for service • Equal Payment Plan process

  13. Internet • ~ 1,000 visitors per month • Self-service options • Continual enhancements

  14. Ask…Listen…Respond • Customer visits • Quarterly surveys • Call back surveys • Web site surveys • Regular contact by field staff

  15. Customer Service Delivery • Employee motivation is a key • “Higher purpose” • Empowerment • Recognition • Listen and respond

  16. Corporate Impact Customer satisfaction 27 per cent Operating cost per customer17 per cent

  17. www.newfoundlandpower.com

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