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CSI Customer Focus Group Web Portal Input Session April 19, 2017 - PowerPoint PPT Presentation

Jan 25, 2024 •216 likes •474 views

CSI Customer Focus Group Web Portal Input Session April 19, 2017 AGENDA Opening Remarks Benefits to Date (Phase 1 Update) Current Phase Scope Prototype Next Steps Focus Group Participation 2 WE HEARD YOU

  1. CSI Customer Focus Group ‘Web Portal Input Session’ April 19, 2017

  2. AGENDA • Opening Remarks • Benefits to Date (Phase 1 Update) • Current Phase Scope • Prototype • Next Steps • Focus Group Participation 2

  3. WE HEARD YOU … Initiated a Construction Service Improvement (CSI) program • to enable us to better serve you Improve the New Construction Customer experience when • Partnering with CPS Energy in the end-to-end delivery of Your projects Renewed focus on our Commercial and Industrial customers • with the Executive Account Management (EAM) to better align with our People First commitment Re-aligned our Gas Operational Strategy to actively support • our gas customers in process improvements and enhanced customer service 3

  4. CONSTRUCTION SERVICE IMPROVEMENT STRATEGIC OBJECTIVES Long Term Solution Strategy Next Generation Solution Implementation Delivery Solution Full vendor 2018 selected Delivery Interim A Proactive, Next 2017 Generation Customer Experience for New Construction Continue to Improve the Customer Phase One Experience and their 2016 • Proactive engagement Satisfaction with CPSE with customers early in New Construction the new development Services process Date Management and • Proactive promotion of • Enhanced process that energy services and Customer Commitments incorporates the pre- products to customers application stages of the Scope complete, but on- at the conceptual stage customer relationship going effort of new developments • Enhanced web enabled - Improved OTC rate • New solution business service capabilities execution process - Reduced durations • On site design and • Proactive engagement - Notification pilot estimation with the - Addition of Executive customer Account Directors 4

  5. CSI PHASE 1 UPDATE Improved customer confidence for new construction processes • Proactive delivery of Work Request status via automated email notifications for key milestones • Established Single Point of Contact for End-to-End Work Request • Streamlined Work Request updates including: • Standard durations for Tasks provide more consistent timing of work orders • Work Request Types from 110 to 51 • Work Request Tasks from 139 to 66 Trained 300+ staff and contractors on importance of date management 5

  6. OVERVIEW OF E-MAIL NOTIFICATIONS • Notifications focus on key CPS Energy Milestone milestones in Construction Customer Milestone Service process. Work Request Submitted • Goal is to improve transparency between CPS Entering Design Stage Energy and its customers. Work Request Approved Work Request Payment Received • Updates from previous feedback sessions include Submit Payment changes to: Construction Scheduled – subject line – message type ROW/Easement Submission – and e-mail Construction Site Ready CPSEnergyProjectNotice@CPSEnergy.com Construction Complete 6

  7. CURRENT PHASE (INTERIM PHASE) 7

  8. CURRENT SCOPE Updated Customer Streamlined Processes Customer Experience Portal • Modernization of • Inclusion of Project • Improved Records for Technology Structures Customer Interactions • Project Centric • Streamlined Business • Proactive Performance Approach to Managing Processes Analytics Work • Ability to Create Requests for All Work • Capability to Add Attachments • Improved Visibility of Work Execution 8

  9. FULL DELIVERY PHASE SPRING 2018 More Technology People / Process Enhancements • More web portal • Better visibility by project and dependent tasks features of work flow • Better trained staff • User preference & • Continuous feedback communication from customers to management on web prioritize process • Enable customers to improvements view status via mobile 9

  10. FOCUS GROUP TIMELINE May 31 Prototype Demonstration CSI Customer Web Customer Portal Feedback Customer (User) May 10 Prototype 5/31/2017 Release Session Acceptance Testing Demonstration 3/28/2017 5/10/2017 6/16/2017 7/24/2017 2017 2017 Mar Apr May Jun Jul Today 4/20/2017 Summarize and Report Customer/Executive Feedback to Customers 4/7/2017 Summarize and Report Customer Feedback to Executives

  11. FOCUS GROUP PARTICIPATION Your role:  Participation in Customer Focus Group sessions  Continuous feedback in ensuring these and ongoing improvements meet your company’s needs We appreciate your participation.  11

  12. PROTOTYPE OF NEW CE WEB PORTAL **NOTE** These preliminary screens are to provide • representation, insight, and understanding of the direction we’re moving in and the capability the new Customer Engineering Portal will provide. • Prototype session (Refer to appendix) 12

  13. THANK YOU You Can Expect in April • A Summary Report of Customer Session Feedback • An Invitation to the next Prototype Session We Welcome Your Feedback See You Again on May 10, 2017 13

  14. QUESTIONS? GET PLUGGED IN! Visit your new webpage! cpsenergy.com/csi Or email us: csifeedback@cpsenergy.com 14

  15. APPENDIX WEB PORTAL FUNCTIONALITY SAMPLE SCREEN SHOTS FROM THE PRESENTATION 15

  16. LOGIN 16

  17. PROJECT STATUS 17

  18. PROJECT GROUPING OF WORK REQUEST 18

  19. ATTACH DOCUMENTS 19

  20. FIND ORDER/ADDRESS 20

  21. CREATE PROJECT/REQUEST FOR SERVICE WORK 21

  22. CREATE PROJECT/REQUEST FOR SERVICE WORK 22

  23. CREATE PROJECT/ADDRESS 23

  24. CREATE PROJECT DETAILS 24

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