Current Customer Service Initiatives and Supplier Involvement ESB Networks Current Customer Service Initiatives and Supplier Involvement I.G.G. September 2012

Initiatives PowerCheck SMS Texting Appointments Pilot Social Media Ploughing Championship

PowerCheck Website and Apps for iPhone and Android Google Map linked directly to our Outage Management System Live information about supply interruptions Link: Support needed Suppliers to put link to PowerCheck on their own websites and use in response to queries Feedback on the applications welcome

SMS Texting Now texting customers: Need for support Where a fault has occurred we send them an apology and the Estimated Restoration Time (ERT) Where there was a planned interruption that has been cancelled we can let them know in advance Where a planned outage is likely to overrun its ERT we can apologise and let them know Need for support Currently we have mobile numbers for approx 20% of our customers Same effort required to send to all as to 20% Sharing of numbers by Suppliers would be appreciated Support for DR 1126

Appointments Pilot Pilot underway in Waterford to narrow the time window for appointments Scheduling Centre phones the customer on the afternoon prior to the appointment to give narrower time slot Network Technician phones the customer on the day to give more precise time More mobile numbers would be useful

Social Media Now monitoring social media traffic for Networks related issues e.g. Twitter; Facebook; Boards.ie About to become active in these media Welcome input on how we can best support suppliers in this space

Ploughing 25th to 27th September Welcome to visit our stand, meet managers and staff and discuss any aspect of our business or service