CSI Customer Focus Group Web Portal Input Session April 19, 2017 - - PowerPoint PPT Presentation

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

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WE HEARD YOU…

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• 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
• ur gas customers in process improvements and enhanced

customer service

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CONSTRUCTION SERVICE IMPROVEMENT STRATEGIC OBJECTIVES

Date Management and Customer Commitments

Scope complete, but on- going effort

• Improved OTC rate
• Reduced durations
• Notification pilot
• Addition of Executive

Account Directors

Continue to Improve the Customer Experience and their Satisfaction with CPSE New Construction Services

• Enhanced process that

incorporates the pre- application stages of the customer relationship

• Enhanced web enabled

business service execution process

• Proactive engagement

A Proactive, Next Generation Customer Experience for New Construction

• Proactive engagement

with customers early in the new development process

• Proactive promotion of

energy services and products to customers at the conceptual stage

• f new developments
• New solution

capabilities

• On site design and

estimation with the customer

Phase One Interim Delivery

2016 2017 2018

Full Delivery

Solution vendor selected

Long Term Solution Strategy Next Generation Solution Implementation

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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
• rders
• Work Request Types from 110 to 51
• Work Request Tasks from 139 to 66

Trained 300+ staff and contractors on importance of date management

CSI PHASE 1 UPDATE

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OVERVIEW OF E-MAIL NOTIFICATIONS

• Notifications focus on key

milestones in Construction Service process.

• Goal is to improve

transparency between CPS Energy and its customers.

• Updates from previous

feedback sessions include changes to:

– subject line – message type – and e-mail

CPS Energy Milestone Customer Milestone

ROW/Easement Submission Submit Payment Construction Site Ready Work Request Submitted Work Request Payment Received Construction Scheduled Construction Complete Work Request Approved Entering Design Stage

CPSEnergyProjectNotice@CPSEnergy.com

CURRENT PHASE (INTERIM PHASE)

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CURRENT SCOPE

Updated Customer Portal

• Modernization of

Technology

• Project Centric

Approach to Managing Work

• Ability to Create

Requests for All Work

• Capability to Add

Attachments

• Improved Visibility of

Work Execution Streamlined Processes

• Inclusion of Project

Structures

• Streamlined Business

Processes Customer Experience

• Improved Records for

Customer Interactions

• Proactive Performance

Analytics

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FULL DELIVERY PHASE

SPRING 2018

More Technology Enhancements

• More web portal

features of work flow

• User preference &

communication management on web

• Enable customers to

view status via mobile

People / Process

• Better visibility by project

and dependent tasks

• Better trained staff
• Continuous feedback

from customers to prioritize process improvements

FOCUS GROUP TIMELINE

2017 2017

Today Mar Apr May Jun Jul

CSI Customer Web Portal Feedback Session

3/28/2017

May 10 Prototype Demonstration

5/10/2017

May 31 Prototype Demonstration

5/31/2017

Customer (User) Acceptance Testing

6/16/2017

Customer Release

7/24/2017

Summarize and Report Customer Feedback to Executives

4/7/2017

Summarize and Report Customer/Executive Feedback to Customers

4/20/2017

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. 

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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)

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THANK YOU

We Welcome Your Feedback See You Again on May 10, 2017 You Can Expect in April

• A Summary Report of Customer

Session Feedback

• An Invitation to the next Prototype

Session

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QUESTIONS?

GET PLUGGED IN!

Visit your new webpage! cpsenergy.com/csi Or email us: csifeedback@cpsenergy.com

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APPENDIX WEB PORTAL FUNCTIONALITY

SAMPLE SCREEN SHOTS FROM THE PRESENTATION

LOGIN

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PROJECT STATUS

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PROJECT GROUPING OF WORK REQUEST

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ATTACH DOCUMENTS

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FIND ORDER/ADDRESS

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CREATE PROJECT/REQUEST FOR SERVICE WORK

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CREATE PROJECT/REQUEST FOR SERVICE WORK

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CREATE PROJECT/ADDRESS

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CREATE PROJECT DETAILS

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