CSI Customer Focus Group ‘Web Portal Input Session’ April 19, 2017
AGENDA • Opening Remarks • Benefits to Date (Phase 1 Update) • Current Phase Scope • Prototype • Next Steps • Focus Group Participation 2
WE HEARD YOU … Initiated a Construction Service Improvement (CSI) program • to enable us to better serve you Improve the New Construction Customer experience when • Partnering with CPS Energy in the end-to-end delivery of Your projects Renewed focus on our Commercial and Industrial customers • with the Executive Account Management (EAM) to better align with our People First commitment Re-aligned our Gas Operational Strategy to actively support • our gas customers in process improvements and enhanced customer service 3
CONSTRUCTION SERVICE IMPROVEMENT STRATEGIC OBJECTIVES Long Term Solution Strategy Next Generation Solution Implementation Delivery Solution Full vendor 2018 selected Delivery Interim A Proactive, Next 2017 Generation Customer Experience for New Construction Continue to Improve the Customer Phase One Experience and their 2016 • Proactive engagement Satisfaction with CPSE with customers early in New Construction the new development Services process Date Management and • Proactive promotion of • Enhanced process that energy services and Customer Commitments incorporates the pre- products to customers application stages of the Scope complete, but on- at the conceptual stage customer relationship going effort of new developments • Enhanced web enabled - Improved OTC rate • New solution business service capabilities execution process - Reduced durations • On site design and • Proactive engagement - Notification pilot estimation with the - Addition of Executive customer Account Directors 4
CSI PHASE 1 UPDATE Improved customer confidence for new construction processes • Proactive delivery of Work Request status via automated email notifications for key milestones • Established Single Point of Contact for End-to-End Work Request • Streamlined Work Request updates including: • Standard durations for Tasks provide more consistent timing of work orders • Work Request Types from 110 to 51 • Work Request Tasks from 139 to 66 Trained 300+ staff and contractors on importance of date management 5
OVERVIEW OF E-MAIL NOTIFICATIONS • Notifications focus on key CPS Energy Milestone milestones in Construction Customer Milestone Service process. Work Request Submitted • Goal is to improve transparency between CPS Entering Design Stage Energy and its customers. Work Request Approved Work Request Payment Received • Updates from previous feedback sessions include Submit Payment changes to: Construction Scheduled – subject line – message type ROW/Easement Submission – and e-mail Construction Site Ready CPSEnergyProjectNotice@CPSEnergy.com Construction Complete 6
CURRENT PHASE (INTERIM PHASE) 7
CURRENT SCOPE Updated Customer Streamlined Processes Customer Experience Portal • Modernization of • Inclusion of Project • Improved Records for Technology Structures Customer Interactions • Project Centric • Streamlined Business • Proactive Performance Approach to Managing Processes Analytics Work • Ability to Create Requests for All Work • Capability to Add Attachments • Improved Visibility of Work Execution 8
FULL DELIVERY PHASE SPRING 2018 More Technology People / Process Enhancements • More web portal • Better visibility by project and dependent tasks features of work flow • Better trained staff • User preference & • Continuous feedback communication from customers to management on web prioritize process • Enable customers to improvements view status via mobile 9
FOCUS GROUP TIMELINE May 31 Prototype Demonstration CSI Customer Web Customer Portal Feedback Customer (User) May 10 Prototype 5/31/2017 Release Session Acceptance Testing Demonstration 3/28/2017 5/10/2017 6/16/2017 7/24/2017 2017 2017 Mar Apr May Jun Jul Today 4/20/2017 Summarize and Report Customer/Executive Feedback to Customers 4/7/2017 Summarize and Report Customer Feedback to Executives
FOCUS GROUP PARTICIPATION Your role: Participation in Customer Focus Group sessions Continuous feedback in ensuring these and ongoing improvements meet your company’s needs We appreciate your participation. 11
PROTOTYPE OF NEW CE WEB PORTAL **NOTE** These preliminary screens are to provide • representation, insight, and understanding of the direction we’re moving in and the capability the new Customer Engineering Portal will provide. • Prototype session (Refer to appendix) 12
THANK YOU You Can Expect in April • A Summary Report of Customer Session Feedback • An Invitation to the next Prototype Session We Welcome Your Feedback See You Again on May 10, 2017 13
QUESTIONS? GET PLUGGED IN! Visit your new webpage! cpsenergy.com/csi Or email us: csifeedback@cpsenergy.com 14
APPENDIX WEB PORTAL FUNCTIONALITY SAMPLE SCREEN SHOTS FROM THE PRESENTATION 15
LOGIN 16
PROJECT STATUS 17
PROJECT GROUPING OF WORK REQUEST 18
ATTACH DOCUMENTS 19
FIND ORDER/ADDRESS 20
CREATE PROJECT/REQUEST FOR SERVICE WORK 21
CREATE PROJECT/REQUEST FOR SERVICE WORK 22
CREATE PROJECT/ADDRESS 23
CREATE PROJECT DETAILS 24
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