LE Customer Service 2020-21 Mid Year Review

Lakeland Electric Customer Service

2020-21 Mid-Year Review

May 2021

Agenda

How Much – Volume of Work Trends
How Well - Balanced Scorecard Results
Performance Trends
Project Results
The Customer Perspective
Hits, Misses & Items Worth Noting

2

3-Year Volume of Work Trends

 Adjusted Bills Down Bills & Notices Mid-Year Totals Trend vs. Previous 2 Yrs
Significantly FY2019 FY2020 FY2021
Bills 774,941 784,569 798,189 2% 779,755
 Abandoned Calls Down Adjusted Bills
Significantly Calls & Walk-Ins 527 715 495 -25% 621
Abandoned Calls
 Call Volume Declining Call Volume 1.3% 2.4% 1.6% -16% 1.9%
Walk-Ins 193,369 179,389 156,740 -19% 186,379
 DNP’s Increasing, All Collection Actions -100%
Other Collection Actions Collection Letters 800 84 0 442
Declining Payment Arrangements
Write-Offs 77,728 69,272 55,875 -32% 73,500
 Audits Rebounding Field Orders 10,267 9,070 7,893 -22% 9,669
On/Off Orders $319,502 $326,652 $309,938
Off for Non-Pay -4% ######
Theft Investigations
Energy Audits 35,842 35,657 33,743 -6% 35,750
Meter Reading 16,888 15,369 18,516 13% 16,129
Water Reads -35%
Estimates 3,376 2,348 2,116 -3% 2,862
1,682 1,345 1,470 1,514

361,903 363,724 311,308 -17% 362,814
0.41% 0.33% 0.37% 0% 0.37%

3

Balanced Scorecard Results

 12 Measures Perspective & Goal Measures Actual / Targets
Meeting Target,
FY20 Actual FY21 YTD Status FY21 Target Top Q
 5 Below Target
(2 are still Top Financial Performance Through Mar 2021 0.32%
Quartile), No increase to na
1. Write-Offs as a % of Revenue 0.15% 0.23% ▲ 0.24% na
 10 Measures the O & M Budget 2. Total Postage Cost
are Top Quartile through FY2021 3. O & M Budget to Actual % $396,202 $196,410 ▼ $386,297
(10 of 10 that
are measured) -7.1% -20.4% ▲ -1.0%

Operational Excellence 4. Percent of Dollars Current 84% 91% ▲ 86% 80%
Top quartile performance 5. CSR Availability
6. Customer Engagement Score (Toolset/e-Bill & Pay) 97% 97% ▲ 96% 84%
in Read, Bill, Collect, 7. % of Meters Read Accurately
Inquiry, and Energy 8. Percent of Eligible Disconnects Worked 26/57/71 28/59/71 ▼ 27/60/72 0/39/73

Service Metrics 99.97% 99.98% ▲ 99.97% 99.97%

100% 100% ▲ 99% 31%

Customer Service 9. Overall Customer Satisfaction Rating 90% 90% ▼ 91% na
Top quartile performance 10. Communications/Marketing Satisfaction Rating 90% 91% ▲ 91% na
11. Average Time to Answer (seconds) 27
in Read, Bill, Collect, 12. Large Commercial Customer Satisfaction Rating 36 19 ▲ 27 na
Inquiry, and Energy 13. Percent of Calls Resolved on 1st Contact 94% 94% ▲ 91% 79%
97% 98% ▲ 96%
Service Metrics

People Excellence 14. OSHA Lost Time Incidences 0 0▲ ▼ 0 0.00
Work Safely. 15. Rate of Preventable Vehicle Accidents 2.0 1.0 ▼ 0.0 1.9
16. Attendance (avg # of sick days). 10.57 5.38 10.04 na
Develop a highly skilled, 17. One Division Perform. Recognition Event na
diverse and effective work 7 3▲ 4

force

4

Performance Trends Customer Satisfaction Equal to Best Year

e-Bill Up, e-Pay Stable

5

Project Results

Complete Service Web Site Cost & People Strategic Items
Upgrades Efficiency
On Schedule Streetlight
or Making Reporting Tool Automate Audit Increase Pay As
Progress Planned Outage Scheduling You Go To 250
Add Large
No Action to Notification Accounts
Date Service Commercial Rate New Customers
Comparison Opted Into eBill
Deleted Conduct Process
Review of Adjusted Link Rebates to Increase
Toolset Automated Orders Improve Leader Electrify Fleet
Bills Eliminate by 5 Percentage Bench Strength
Complete IVR Utilize at Least
Overlapping Points
Upgrade Functionality (i.e. Complete RPI Three
Upgrade UMS to Developmental
forecast) Reports Assignments
v9 Repository
Implement
Collection
Efficiency Software

6

The Customer Perspective

 600 Transaction
Surveys

 14 Questions

 Highest Score:
 Field Rep.
Professionalism,
Field Rep.
Satisfaction: 99%

 Lowest Score:
 Restoration
Satisfaction 86%

7

The Customer Perspective

 510 Random Surveys, 17 Large Commercial

 8-10 Questions

 Random Residential & Large Commercial Stable, Small
Commercial down 1 Point.

8

Hits, Misses, and Items Worth Noting

Hits: Misses:.

 % Write-Offs – On track for best year, Top Quartile. o No growth in e-Pay.
o PAG not growing.
 Average Time to Answer – 2nd best year on record, o 1 Preventable Vehicle Accident.
Top Quartile.
Worth Noting:
 Budget - 20% under.
1. Web Site – New and improved!
 CSR Availability– Equal to our best year, Top Quartile. 2. IVR – New and improved!

 Customer Engagement – Toolset & e-Bill adoption
continues to grow, Top Quartile.

 Customer Satisfaction – Stable at 90%.

 First Contact Resolution – On track for best year, Top
Quartile.

 Lost Time Incidents – No accidents, Top Quartile.

 Meter Reading Accuracy – Equal to our best year, Top
Quartile.

 Percent of Dollars Current – 5% higher than pre-
COVID, Top Quartile.

9

Questions &
Comments

10