Transcript Entergy Scorecards

Performance Reporting
& Scorecard Measures
Kathy Powajbo
Lawson Key
Utility Performance Measurement
Entergy – Quick Facts
• Entergy delivers electricity to 2.8 million utility customers in
Arkansas, Louisiana, Mississippi and Texas.
• Entergy’s utility business operates in five different regulatory
jurisdictions – Four state bodies and the New Orleans City Council
• Entergy supplies natural gas to approximately 196,000
customers in Baton Rouge and New Orleans, LA.
• Entergy employs approximately 13,000 people.
• Entergy operates a system composed of approximately 15,500
miles of interconnected transmission lines at voltages of 69
kilovolt and above and approximately 1,500 substations across
a 114,000 square mile area.
• Entergy is a Fortune 500 company with revenues of more than
$12 billion.
Customer Service functions in
the Entergy Organization
CEO
Utility
President
Customer Operations
Support
Meter
Reading
CAO
Utility Operating
Companies
Business
Services
Customer
Contact
Center
Customer
Service
Billing
Credit &
Collections
Operations
Revenue
Protection
Meter
Services
Shared
Services
Finance
Operations
Payment
Processing
How Metrics are Used
• Metrics are used as an indication of performance in key business
focus areas which are in support of our four key stakeholder
groups.
Owners
Customers
Employees
Communities
Focus Area: Customer Service Excellence
Objective: Improve the customer’s experience
Metric: Recent Experience Satisfaction
Note: Some key metrics are used to reward employee annually for
performance in metrics that are included in the incentive program.
How Metrics are Reported
• Utility Performance Measurement (UPM) develops scorecards with
standard measures. Each measure’s performance level is reported as
“Below Minimum”, “At Minimum”, “At Target” or “Above Maximum”
• UPM has a dedicated IT resource to performance enhancements and
maintenance to performance application.
• Scorecards are developed monthly for each of the following areas:
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5 Jurisdictions (with comparable measures)
Gas Distribution
Business Development Services (Economic Development)
Regulatory Services
Transmission
• Other operational scorecards are managed and reported within the
different departments.
• Scorecards are pushed to the utility leadership and available to all
Entergy employees (except those that are considered Marketing
Function Employees)
2015 Scorecard Measures
• Safety Excellence
• % Safety Compliance
• # of OSHA Recordable Accidents
• # of Vehicle Accidents
• Operational Excellence
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# of Customer Interruptions
SAIFI
SAIDI
CEMI
Gas Customer Reported Leaks
3rd Party Damage to Gas Facilities
• Customer Service Excellence
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Recent Experience Satisfaction
# of Customer Calls
# of Agent Handled Customer Calls
First Contact Resolution
• Smart Spending
• Non-fuel O&M
• Baseline Capital
• Growth
• AGM/Revenue
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New AGM
Retained AGM
Lighting
Well Conversions
Competitive
• Regulatory Relationships
• Accuracy & Timing Regulatory
Filings
• Earned Return on Equity
Red = 2015 Incentive Measures
Measuring Customer Service Improvements
and Business Process Improvements
• Our focus is to improve a customer’s experience.
• We evaluate this experience using three key metrics
• Recent Experience Satisfaction: Metric is the % of customers that
score their recent experience in Billing & Payment, Technical
Services, or Outage an 8, 9, or 10 (0 – 10 scale)
• First Contact Satisfaction - Metric is the % of customers that
respond “Yes” when asked if their recent experience in Billing &
Payment, Technical Services, or Outage was handled after the
first call.
• # of Agent Handled Call: This metric is simply the number of calls
offered to an agent. This does include abandoned calls but
doesn’t include calls contained in the IVR.
• Entergy no longer has a continuous improvement program but
is currently looking at end-to-end process through the
business plan to improve the customer’s experience.
Metric Reporting
Opportunities/Challenges
• Obtaining agreement on what metrics to include on scorecards?
• Determining how low to report metric performance (regions,
networks, local offices).
• Employees understanding how they impact the performance of the
metrics.
• Establishing targets that are achievable with reasonable stretch.
• Understanding what is driving the performance (data is limited,
applications are out of date)
• Reporting data timely before it’s too late (report about the 15th of
the month, executive sessions are held at the end of the month).
Scorecard Example
Scorecard Example #2
Executive Dashboard
Web Scorecard Tool
UPM reports monthly results through a web tool that is accessible to all
utility employees. This screen shows the option menus that are used select a
scorecard and customize the view.