westar energy customer care – scorecards july 30, 2015 first quartile benchmarking customer...
TRANSCRIPT
Westar EnergyCustomer Care – Scorecards
JULY 30, 2015FIRST QUARTILE BENCHMARKINGCUSTOMER SERVICE INSIGHTS CONFERENCE
Taking customer service to heart.
Current Scorecard Processes
1. Bill for Service
2. Collect for Service
3. Conduct Charge Off
4. Resolve Customer Meter Request
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Bill for Service Process
TAKING CUSTOMER SERVICE TO HEART
Obtain Meter Read
Conduct Pre-Bill
Verification
Conduct Manual Review
Send Bill
Meter reads scheduled on time, read on time, and uploaded on time
Good vs. failed meter reads = send to bill vs. manual review
Bills with actual vs. estimated
reads
Quality of communication between field and billing
Bill for Service Measures
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Measures: Description:
BS1 % of Routes Scheduled On Cycle (ideal read date)The number of routes scheduled on the correct day divided by the total
number of routes for that week.
BS3 % of Meter Routes Read On Cycle (ideal read date)Total number of meter routes read on the ideal date divided by the total
number of routes intended to be read on the date.
BS4 % of Routes Uploaded On Correct DayNumber of routes uploaded on time divided by the number of total routes
by cycle.
BS2 % of Meters Read The total number of meter reads captured divided by the total number of
meter reads available to be read.
BS5 % of Reads Sent To Bill Total number of processed reads passed divided by the number of
reads processed by cycle.
BS6 # of Reads Sent For Manual Review (PWQs) Direct number from pre-bill controls. It is a tally of the number of failures
for each cycle. Totaled at the end of the month.
BS7 % Failure With Meter Read "Y"Total number of service points that failed pre-bill where the meter reader was prompted to re-enter the read. This only captures the Hi/Lo 2 from
the hand held.
BS12 % Of Failed Reads AcceptedNumber of pre-bill failures less the number of orders created by billing
divided by the total number of pre-bill failures.
BS9 % of Orders Created With Meter Read "Y"Of the monthly sample of 60 re-read orders created how many had the
read verified "Y" by the Meter Reader. This is only for Hi/Lo 2.
BS13 % of Re-Read Orders Used to Adjust BillSample 60 order generated by billing personnel to determine the
frequency that re-reads are used for billing.
BS14 Order Quality From Billing to Meter Ops Sample of the notes and information found on the order sent from billing
that requests a re-read from the Meter Ops team.
BS15 Order Quality From Meter Ops to Billing Sample 30 orders completed by Meter Ops to determine if accurate
reads and complete notes were captured.
BS16 % Of Bills With Actual ReadThis indicates the number of bills sent to customers. It includes
estimated reads.
BS17 % Of Bills With Estimated ReadsThis indicates the number of bills sent to customers with estimated
reads.
Results BS18 % Of Bills Sent On CycleThis indicates the % of bills that were sent to customers on the correct
cycle. This does not include any late or no bills.
Obtain Meter Read
Conduct Pre-Bill
Verification
Conduct Manual Review
Send Bill
Along the way…
May 2013: Established processes for scorecard
tracking
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Tracked scorecard data every month
Meet quarterly to discuss metrics Continued changes/tweaks
February 2014: 1st change
Nothing is happening!
Changes & Outcomes
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February 2014: changed the Hi/Lo
errors for Itron device
No Significant decrease in PWQ's. Note: March & April
2014 higher dues to estimated reads in Feb. 2014
May 2014: increased the limit on the
consumption allowed for accounts that we
expect low use
Decrease in PWQ's starting in June 2014 by approx. 4,000 per month from previous average May 2013 -
2014
March 2015: Changes made to HI/Low
PBERROR
BS5 - Highest % of reads sent to bill; BS6 - Lowest # of PWQ: approx. 8,000 less than last month and
approx. 17,000 less than last 12 month rolling average; BS7 - Lowest
% of failure w/ meter read "Y"; BS12 - lowest % of failed reads accepted.
March 2015: Quality Dpt. set new standards for issuing re-reads and notes for the Meter
Ops Dept.
BS14 - CCON Notes from Billing to Meter Ops has
increased each month from Nov. 2014 - June 2015
Scorecards in the Future
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Continue to track metrics monthly
Regular discussions about metrics with management and key employees
Evaluate additional changes/tweaks
Automate our data gathering process and streamline reporting
Additional reporting & analysis
Meter Operations - Scorecard
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% of Meter Routes Read On Cycle (ideal read date):
Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-1587.0%
89.0%
91.0%
93.0%
95.0%
97.0%
99.0%
101.0%
All Locations
Emporia/Lawrence
NEK
Topeka
Manhattan
Salina
Ark City
Newton
El Dorado
SEK
Scorecards
Thank you!
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