LE Customer Service 2018-19 Year in Review

Lakeland Electric Customer Service

2018-19 Year in Review

November 2019

Agenda

How Much – Volume of Work Trends
How Well - Balanced Scorecard Results & Performance Trends
Project Results
The Customer Perspective
Wrap-Up - Hits, Misses & Items Worth Noting
Fiscal Year 2020 – Objectives & Projects

2

How Much: 3-Year Volume of Work Trends

 Adjusted Bills Declining Bills & Notices FY2017 FY2018 FY2019 Average FY19 vs. Avg.

 Lowest Abandoned Call Rate Bills 1,516,925 1,536,803 1,553,287 1,535,672 1%
on Record
Adjusted Bills 1,179 2,709 1,049 1,646 -36% 
 Walk-Ins Down to 6/Day
Calls & Walk-Ins 4.3% 3.0% 1.6% 3.0% -46% 
 Write-Offs Lowest in 15 Years Abandoned Calls

 Increase in Off for Non-Pay Total Incoming 445,862 410,537 401,926 419,442 -4%
While All Other Collection
Actions Decline Walk-Ins 4,895 3,253 1,507 3,218 -53% 

 Would Like to See Increase in Collection Actions 173,116 162,310 150,954 162,127 -7%
Energy Audits Collection Letters

 2,950,969 Customer Payment Arrangement 23,424 21,389 21,005 21,939 -4%
Contacts, 0.1% Less Than
Last Year Write-Offs $710,369 $829,974 $673,216 $737,853 -9% 

Field Orders 76,984 77,595 75,532 76,704 -2%
On/Off Orders

Off for Non-Pay 26,566 31,713 33,540 30,606 10% 

Theft Investigations 4,091 5,740 6,140 5,324 15%

Energy Audits 3,634 3,630 3,486 3,583 -3% 

Meter Reading 685,169 719,054 722,848 709,024 2%
Water Reads

Estimates 1.81% 0.45% 0.52% 0.93% -44% 

Self-Service 427,920 590,724 634,610 551,085 15%
IVR Transactions
3
Outage Reports 43,899 43,899 0%

How Well: Balanced Scorecard Results

 14 Measures
Met Target,

 3 Below Target
(all 3 improved
over last year),

 8 are Top
Quartile in
National
Benchmarking
Study

4

How Well cont.: Performance Trends

Steady Growth in e-Bill & e-Pay 6% or $629k Under Budget of $11.3m

5

How Well cont.: Performance Trends - Field

6

How Well cont.: Performance Trends - Office

7

How Well cont.: Other Trends

 $434,318 in Agency
Commitments (30%
decline from last year)

 $57,128 in Project Care
Donations (37%
increase from last year)

 1 Customer Service
Employee for every
2,089 Customers (6%
improvement from last
year)

8

Project Results

On Schedule Service Web Site Cost & People Strategic Items
or Complete Upgrades Efficiency
Implement Notifi
Making Outage Alerts Automate Audit Increase Meter Improve Leader Implement Battery
Progress Investigate IVR Scheduling Reading Span of Bench Strength Rebate Program
Add Large Conduct 2 RPI
No Action to Outage Verification Control Programs with Polk Install 2 EV
Date Achieve 100% Commercial Rate State College Charging Stations
Real-Time Comparison Meter Reading Re- Utilize at Least Purchase 1 EV for
Route
Payment Posting Link Rebates to Three Auditors
Implement Low Toolset Increase Pay As Developmental Demand Values on
Income Efficiency Eliminate You Go To 250 Assignments
Web
Program Overlapping Accounts Add Solar
Conduct Pick Your Functionality (i.e. Implement Full Calculator & Web
Automation of RD Content
Due Date Pilot forecast)
Review Solar Hot Meters
Water Program Implement
Collection
Efficiency Software

Launch UMS
Cloud Solution

9

The Customer Perspective: Monthly Transaction Surveys Transaction Survey FY2019

 1,201 Respect for Property 98%
Transaction
Surveys Field Rep. Professionalism 98%

 16 Questions Field Rep. Satisfaction 97%

 Equal to Highest 1st Contact Resolution 97%
Scores on
Record Rep. Professionalism 96%

Field Service Overall 95%

Reliability Satisfaction 95%

Rep. Ability to Handle 94%

Communication Satisfaction 92%

Overall Satisfaction Score 91%

Wait Time for Rep. 90%

IVR Ease of Use 89%

Restoration Satisfaction 85%

Toolset Satisfaction 85%

Field Rep. Ability x

Choices Provided by IVR x

IVR Overall Satisfaction x

Average of All Responses 93%

10

The Customer Perspective: Large Commercial Surveys

 28 Surveys Conducted in Spring & Fall
 8-10 Questions
 Results Equal to Best Year

Large Commercial FY2019

Acct Mgr Professionalism 97%

Acct Mgr Rate Sched Knowledge 97%

Acct Mgr Follow-up 96%

Acct Mgr Usage Knowledge 95%

Outage Restoration 93%

Power Supply Reliability 93%

Power Supply Quality 93%

Billing Satisfaction 92%

Overall Satisfaction Score 91%

Average of All Responses 94%

11

The Customer Perspective: Random Surveys Residential Random FY2019

 1,000 Random Surveys Commitment to Safety 91%
Conducted in Spring & Fall
 800 Residential, 200 Bill Easy to Understand 91%
Small Commercial
Bill Payment Options 89%
 8-10 Questions
Bill Accuracy 88%
 Residential Random Down 1
Point, Small Commercial Overall Satisfaction Score 87%
Unchanged
Communication Satisfaction 85%

Community Involvement 84%

Restoration Satisfaction 84%

Satisfaction with Recent Contac 83%

Reducing Environmental Impact 83%

Energy Conservation Programs 83%

Average of All Responses 86%

Small Commercial FY 2019

Bill Accuracy 94%

Bill Easy to Understand 93%

Commitment to Safety 93%

Bill Payment Options 91%

Overall Satisfaction Score 90%

Community Involvement 90%

Communication Satisfaction 89%

Reducing Environmental Impact 86%

Restoration Satisfaction 86%

Energy Conservation Programs 85%

Satisfaction with Recent Contac 84%

Average of All Responses 89%

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Wrap Up: Hits, Misses, and Items Worth Noting

Hits: Misses:.

 % Write-Offs – Historical low, Top Quartile. o Meter Reading Accuracy –
 Average Time to Answer – Best year on record, Top Improving but still below our
historical standard.
Quartile
 Budget - 6% under. Worth Noting:
 Cloud Conversion – Live and stable.
 CSR Availability– Equal to our best year, Top Quartile. 1) Walk-In Traffic – Down to 6 per
 Customer Engagement – Toolset & e-Bill adoption day.

continue to grow, Top Quartile. 2) Web Site - Update Project
 Customer Satisfaction – Strong scores, equal to best year. Commencing.
 First Contact Resolution – Best year on record, Top
3) Call Volume & Self-Service –
Quartile. Small but steady decline in calls,
 Lost Time Incidents – No accidents. small but steady increase in
 Percent of Orders Worked – Top Quartile. customer self-service tools (web,
 Print & Postage Cost - $144,000 lower than 5 years ago . IVR).

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Fiscal Year 2020: Objectives

 Measures Perspective & Goal Measures Actual / Targets Top Q
 No Change FY19 Target FY19 Actual Status FY20 Target
Financial Performance 1. Write-Offs as a % of Revenue 0.54%
 Targets No increase to 2. Total Postage Cost 0.25% 0.17%  0.24% na
5 Get Tougher  3. O & M Budget to Actual % $446,811 $418,794 $427,170 na
1 Gets Reduced  the O & M Budget 
11 Unchanged  through FY2020 4. Percent of Dollars Current -1.0% -5.5%  -1.0% 75%
5. CSR Availability 86%
 Top Quartile Values Operational Excellence 6. Customer Engagement Score (Toolset/e-Bill & Pay) 87% 87%  87% 0/31/67
Updated Top quartile performance 7. % of Meters Read Accurately 96% 99.97%
in Read, Bill, Collect, 8. Percent of Eligible Disconnects Worked 95% 97%  21/53/70 28%
Inquiry, and Energy  99.96%
Service Metrics 9. Overall Customer Satisfaction Rating 17/47/60 20/51/67 99% na
10. Communications/Marketing Satisfaction Rating 99.96% 99.94%  na
Customer Service 11. Average Time to Answer (seconds) 99% 100%  29
Top quartile performance 12. Large Commercial Customer Satisfaction Rating na
in Read, Bill, Collect, 13. Percent of Calls Resolved on 1st Contact 91% 90%  91% 82%
91% 92%  91%
Inquiry, and Energy 14. OSHA Lost Time Incidences 0.08
Service Metrics 15. Rate of Preventable Vehicle Accidents 32 17  27 2.2
16. Attendance (avg # of sick days). 91% na
People Excellence 17. One Division Perform. Recognition Event 91% 91%  96% na
Work Safely. 96% 98% 

Develop a highly skilled, 0 0 0
diverse and effective work 0.0 3.5  0.0
8.68
force 12.48 9.14 
4 4
5

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Fiscal Year 2020: Projects

Service Web Site Cost & People Strategic Items
Upgrades Efficiency

Streetlight Automate Audit Increase Pay As Improve Leader Install 2 EV
Reporting Tool Scheduling You Go To 250 Bench Strength Charging Stations
IVR Upgrade Add Large Conduct RPI
Accounts Progress Update (Kelly Rec., RP
(Outage Commercial Rate Implement Full Utilize at Least Funding)
Verification) Comparison Automation of RD
100% Real-Time Three Purchase 2nd EV
Payment Posting Link Rebates to Meters Developmental for Auditors
Conduct Pick Your Toolset Meter Reading Re- Assignments
Due Date Pilot Eliminate
Route
New Customer Bill Overlapping Implement
Functionality (i.e. Collection
Efficiency
forecast) Software

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Questions
&

Comments

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