LE Customer Service 2017-18 Year Review

Lakeland Electric
Customer Service

2017-18 Year In Review

November 2018

Agenda

For Fiscal Year 2017-18 For Fiscal Year 2018-19

1) How Much - Service Data 1) Objectives
& Service Trends 2) Projects

2) How Well - Balanced
Scorecard Results &
Performance Trends

3) Project Results
4) The Customer Perspective
5) Hits and Misses

2

2017-18 Service Data – A Snapshot of This Year’s Work
 Calls, PA’s, Walk-in All Declined, Cuts Increased

Call Item This Year Last Year Change 
Center Calls Answered 392,372 418,487 (6%)
% of Calls Abandoned 3.0% 4.3% (30%)
Payment Arrangements 21,389 23,424 (9%)

Energy & Energy Audits 3,630 3,634 0%
Bus. Serv.

Bill & Collection Letters 162,310 173,116 (6%)
Collect Walk-In Transactions 3,253 4,895 (34%)

Field RPO Investigations 5,740 4,091 40%
Service Off for Non-Pay 31,713 26,566
% of Meters Estimated 0.45% 1.80% 19% ?
On-off Orders 77,595 76,984
(75%)
All Write-offs $829,974 $710,369 1%

3 17% 

Service Trends

 2,950,635 million customer contacts, .5% increase vs. last year

118,678 Field Bills & Notices FY2016 Year-End Data Trend FY18 vs. Avg.
Orders  Adjusted Bills 649 FY2017 FY2018 Average 79% 
Bills 1%
413,790 Calls 1,495,026 1,179 2,709 1,512
& Walk-Ins  Calls & Walk-Ins
719,054 Meters Abandoned Calls 1,516,925 1,536,803 1,516,251
Total Incoming
Read  Walk-Ins 4.3% 4.3% 3.0% 3.9% -22% 
1,699,113 Bills 438,891 445,862 410,537 431,763 -5% 
& Notices  Collection Actions 12,038 -52%
Collection Letters 4,895 3,253 6,729
2,950,635 Payment Arrangements
Contacts Write-Offs 261,784 173,116 162,310 199,070 -18%
26,750 23,424 21,389 23,854 -10%
Field Orders $915,020 $710,369 $829,974 $818,454
On/Off Orders 1%
Off for Non-Pay
Theft Investigations 78,937 76,984 77,595 77,839 0%
Energy Audits 28,431 26,566 31,713 28,903 10%
4,997 4,091 5,740 4,943 16%
Meter Reading 3,564 3,634 3,630 3,609 1%
Water Reads
Estimates 702,724 685,169 719,054 702,316 2%
0.23% 1.81% 0.45% 0.83% -46%

4

Balanced Scorecard Results

 11 Measures met target, 6 were below. 7 improved over last year. 8 achieved Top Quartile

Perspective & Goal Measures Actual / Targets Top Q
FY17 Actual FY18 YTD Status FY18 Target
Financial Performance 1. Write-Offs as a % of Revenue 0.30%
No increase to 2. Total Postage Cost Through Sep 2018 0.25% na
3. O & M Budget to Actual % 0.20% 0.23%▲ na
the O & M Budget
through FY2018 $470,288 $435,913▲ $458,530

-7.9% -9.0%▲ -1.0%

Operational Excellence 4. Percent of Dollars Current 86% 87%▲ 86% 81%
Top quartile performance 5. CSR Availability 97% 96%▲ 95% 89%
in Read, Bill, Collect, 6. Customer Engagement Score (Toolset/e-Bill & Pay) 8/36/58 16/45/59▲ 9/38/58 0/24/65
Inquiry, and Energy 7. % of Meters Read Accurately 99.95% 99.93% ▼ 99.96% 99.96%
Service Metrics 8. Percent of Eligible Disconnects Worked 100% 100%▲ 99% 100%

Customer Service 9. Overall Customer Satisfaction Rating 90% 89% ▼ 91% na
Top quartile performance 10. Communications/Marketing Satisfaction Rating
11. Average Time to Answer (seconds) 88% 90% ▼ 91% na
in Read, Bill, Collect, 12. Large Commercial Customer Satisfaction Rating
Inquiry, and Energy 13. Percent of Calls Resolved on 1st Contact 27 31▲ 32 39

Service Metrics 92% 86% ▼ 91% 90%

96% 97%▲ 97% 82%

People Excellence 14. OSHA Lost Time Incidences 1 0▲ ▼ 0 0
Work Safely. 15. Rate of Preventable Vehicle Accidents 6.8 10.4 ▼ 0.0 0.0
16. Attendance (avg # of sick days). 10.30 13.14 9.79 na
Develop a highly skilled, 17. One Division Perform. Recognition Event na
diverse and effective work 5 5▲ 4

force

5

Performance Trends - Financial

9% or $1,032,111 Write-Offs $’s Up 17%
Under Budget of $11,409,916

CS Budget vs. Revised & Actual 2,000,000 Yearly Revenue Write-off
1,800,000
$12,000,000 1,600,000 1,726,368
$11,000,000 1,400,000
$10,000,000 1,200,000 829,974
1,000,000
$9,000,000
$8,000,000 800,000
$7,000,000 600,000
$6,000,000 400,000
$5,000,000 200,000

0

Budget Revised Actual

6

Performance Trends - Field

7

Performance Trends - Office

8

Other Trends

 $618,230 in Agency Commitments
 $41,731 in Project Care Donations
 1 Customer Service Employee for

Every 1,966 Customers

9

Project Results

Projects to Support Performance Standards

Operational Excellence
•  MDM Assessment – Complete October 2017.
•  Renegotiate Print & Postage – Complete December 2017.
•  UMS Version Upgrade (7.9) – Live 1/22/18.
•  XML Bill Extract – Live 7/10/18.
•  Reduce paper bills & postage by 10% - Down 8%, $42k annual savings.
•  UMS Cloud Hosting & Service – Go-live moved from Jun. 2018 to Jan. 2019.
• Collection Efficiency Software – Replaced by solar tax adjustments & deposit
to FY2019.
COusrdtoinmanecreScehravnicges. Added
•  New Outage Map – Live 8/16/17.
•  Revise Commercial Deposit Ordinance – Complete February 2018.
•  New Outage Alerts – Scheduled for January 2019.
• Held Until Cloud Project Complete:
oAutomate Audit Scheduling, Web Services Update, IVR Outage Validation,
Demand Display Options, Large Commercial Rate Comparison, 100% Real-

Peotipmle PEoxsctienlgle. nce
•  Utilize 3 Developmental Assignments, Improve Leader Bench Strength – 3; Steve
Preston on EDR, Cortney Weldon on Virtual Teller, Sonya Elam on IVR.
•  Create Bench Strength for CAS.
•  Conduct 2 RPI Programs with Polk State College – Finance & Delivery
completed.

10

The Customer Perspective

1,201 surveys completed, 14 questions - Transactions

• 90% Overall Satisfaction, 91% Average for All Questions

Transaction Survey FY 2008 FY 2009 FY 2010 FY 2011 FY 2012 FY 2013 FY 2014 FY 2015 FY 2016 FY 2017 FY 2018 AVG.

1st Contact Resolution 95% 95% 95% 96% 94% 96% 95% 97% 96% 96% 97% 96%
95%
Respect for Property 94% 94% 94% 95% 96% 94% 97% 97% 93% 96% 97% 95%
92%
Rep. Professionalism 95% 94% 94% 94% 95% 96% 96% 95% 96% 95% 96% 94%
93%
Field Service Overall 92% 87% 92% 89% 93% 92% 95% 90% 90% 95% 95% 94%
88%
Rep. Ability to Handle 94% 93% 92% 92% 93% 94% 94% 94% 94% 94% 94% 88%
93%
Reliability Satisfaction 91% 91% 91% 91% 93% 94% 95% 93% 93% 94% 94% 88%
90%
Field Rep. Professionalism 94% 91% 95% 94% 94% 95% 99% 94% 92% 96% 91% 87%
83%
Overall Satisfaction Score 85% 85% 86% 86% 88% 91% 91% 90% 90% 90% 90% 91%

Communication Satisfaction 87% 87% 86% 85% 87% 90% 90% 90% 89% 90% 90%

Field Rep. Satisfaction 94% 90% 92% 95% 93% 94% 99% 93% 91% 96% 90%

Wait Time for Rep. 85% 86% 85% 88% 88% 90% 89% 89% 90% 90% 89%

IVR Ease of Use X x x x x x 90% 91% 91% 90% 88%

Toolset Satisfaction x x x x x x x x x x 87%

Restoration Satisfaction 85% 83% 82% 82% 82% 84% 84% 84% 82% 82% 79%

Average of All Responses 91% 90% 90% 90% 91% 92% 93% 92% 91% 93% 91%

11

The Customer Perspective

802 surveys completed, 11 questions – Residential Random

• 88% Overall Satisfaction, 87% Average for All Questions.

Residential Random FY 2008 FY 2009 FY 2010 FY 2011 FY 2012 FY 2013 FY 2014 FY 2015 FY 2016 FY 2017 FY 2018 AVG.

Bill Easy to Understand 90% 89% 91% 91% 92% 92% 93% 93% 92% 91%
89% 90% 90% 91% 89%
Commitment to Safety 84% 87% 90% 90% 91% 90% 91% 92% 91% 89%
88% 90% 90% 89% 88%
Bill Accuracy 85% 86% 91% 90% 90% 88% 90% 89% 88% 87%
87% 88% 88% 88% 85%
Bill Payment Options 86% 84% 89% 89% 89% 84% 87% 86%
x x 85% 86% 82%
Overall Satisfaction Score 83% 84% 88% 88% 88% 82% 84% 83% 86% 81%
81% 83% 83% 85% 81%
Satisfaction with Recent Contact 81% 79% 86% 87% 84% 80% 83% 87% 78% 84%
85% 86% 88% 87% 86%
Communication Satisfaction xxxxx 86% 88%

Community Involvement 75% 78% 83% 84% 83%

Reducing Environmental Impact 73% 76% 82% 83% 83%

Energy Conservation Programs 72% 76% 81% 83% 82%

Restoration Satisfaction 83% 83% 84% 85% 85%

Average of All Responses 81% 82% 87% 87% 87%

12

The Customer Perspective

48 surveys completed, 9 questions – Large Commercial

• 86% Overall Satisfaction, 91% Average for All Questions

Large Commercial FY2008 FY2009 FY 2010 FY 2011 FY 2012 FY 2013 FY 2014 FY 2015 FY 2016 FY 2017 FY 2018 AVG.

Acct Mgr Professionalism 97% 95% 98% 97% 98% 97% 97% 98% 98% 98% 97% 97%
97% 97% 96% 95% 96%
Acct Mgr Follow-up 95% 95% 95% 96% 98% 96% 96% 95% 97% 93% 94% 94%
97% 96% 96% 93% 95%
Acct Mgr Usage Knowledge 92% 93% 94% 95% 95% 95% 95% 92% 93% 93% 90% 92%
91% 93% 94% 89% 91%
Acct Mgr Rate Sched Knowledge 93% 94% 96% 95% 96% 95% 96% 89% 91% 92% 89% 87%
89% 91% 93% 88% 90%
Power Supply Quality 89% 92% 90% 91% 92% 92% 93% 90% 90% 92% 86% 87%
93% 94% 94% 91% 92%
Outage Restoration 90% 87% 89% 89% 92% 92% 91%

Billing Satisfaction 83% 85% 81% 84% 89% 89% 88%

Power Supply Reliability 88% 89% 87% 91% 91% 90% 91%

Overall Satisfaction Score 77% 83% 85% 85% 89% 91% 91%

Average of All Responses 89% 90% 90% 91% 93% 93% 93%

13

The Customer Perspective

200 surveys completed, 11 questions- Small Commercial

• 90% Overall Satisfaction, 88% Average for All Questions

Small Commercial FY 2008 FY 2009 FY 2010 FY 2011 FY 2012 FY 2013 FY 2014 FY 2015 FY 2016 FY 2017 FY 2018 AVG.

Bill Accuracy 93% 92% 94% 93%
93%
Bill Easy to Understand 93% 94% 93% 92%
90%
Commitment to Safety 93% 92% 92% 90%
88%
Bill Payment Options 90% 91% 91% 87%
86%
Overall Satisfaction Score 91% 89% 90% 87%
85%
Community Involvement 89% 86% 88% 84%
89%
Energy Conservation Programs 87% 86% 88%

Reducing Environmental Impact 87% 85% 87%

Communication Satisfaction 87% 86%

Restoration Satisfaction 87% 83% 85%

Satisfaction with Recent Contact 89% 86% 78%

Average of All Responses 90% 88% 88%

14

This Year’s Hits & Misses

Hits Misses

 Arrears – Top Quartile performance. o Meter Reading Accuracy – Lowest
 Budget – 9%, $1m under. in 10 years.
 Call Answer Time – Top Quartile.
 CSR Availability– Top Quartile. o Safety –2 preventable vehicle
 eBill – Top Quartile. accidents this year.
 Energy Mgt. Toolset – 50% increase in profiles.
 Field Productivity - Top Quartile. o Attendance – 28% increase in sick
 First Contact Resolution – Top Quartile. days.
 Outage Map – Joint project with Delivery now

provides ETR and cause.
 Print & Postage – Down $115,000 vs. 2016.
 UMS Upgrade – On schedule, within budget, no

downtime.
 Write-Offs – Top Quartile even with Irma

forgiveness.

15

2018-19 Objectives

• No change to Measures. 3 Targets get tougher (), 2 get reduced ().
• Top Quartile values updated ( )

Perspective & Goal Measures Actual / Targets Top Q
FY18 Actual FY Target Status FY19 Target
Financial Performance 1. Write-Offs as a % of Revenue 0.41%
No increase to 2. Total Postage Cost 0.23% 0.25%  0.25% na
3. O & M Budget to Actual % $435,913 $458,530  $446,811 na
the O & M Budget
through FY2018 -9.0% -1.0%  -1.0%

Operational Excellence 4. Percent of Dollars Current 87% 86%  87% 82%
Top quartile performance 5. CSR Availability 96% 95%  86%
in Read, Bill, Collect, 6. Customer Engagement Score (Toolset/e-Bill & Pay) 16/45/59 9/38/58  95% 0/27/66
Inquiry, and Energy 7. % of Meters Read Accurately 99.93% 99.96%  17/47/60 99.96%
8. Percent of Eligible Disconnects Worked 100% 99%  93%
Service Metrics 99.96%
99%

Customer Service 9. Overall Customer Satisfaction Rating 89% 91%  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 31 32  32 na
Inquiry, and Energy 13. Percent of Calls Resolved on 1st Contact 86% 91%  91% 84%
97% 97%  96%
Service Metrics

People Excellence 14. OSHA Lost Time Incidences 0 0 0 0.11
Work Safely. 15. Rate of Preventable Vehicle Accidents 10.4 0.0  0.0 1.8
16. Attendance (avg # of sick days). 13.14 9.79  12.48 na
Develop a highly skilled, 17. One Division Perform. Recognition Event na
diverse and effective work 5 4 4

force

16

2018-19 Initiatives

Service Web Site Upgrades Cost & Efficiency People

Implement Notifi Automate Audit Increase Meter Improve Leader
Outage Alerts Scheduling Reading Span of Bench Strength.
Add Large
Investigate IVR Outage Control Conduct 2 RPI
Verification Commercial Rate Increase Pay As You Programs with Polk
Comparison
Achieve 100% Real- Go To 250 State College
Time Payment Posting Link Rebates to Accounts Utilize at Least
Toolset Implement Full
Implement Low Automation of RD Three
Income Efficiency Eliminate Overlapping Meters Developmental
Functionality (i.e. Implement Assignments.
Program forecast) Collection
Conduct Pick Your Due Efficiency Software

Date Pilot Launch UMS Cloud
Solution
Review Solar Hot Water
Program

17

Questions & Comments

18