Customer Service and Efficiency Programme Claire Kane, Customer Relations Manager, EirGrid EirGrid Group Customer Conference 2009 SONI/SEMO Group connection – conference, survey, how we manage customers Smart Utility piece from DKirwan We as a company want to be …. 4 top low scoring from survey What we are doing about each one Paul Cooley – Managing the interfaces, multiple layers of interaction Rory Mullan – Efficiencies, good project management needed for gate 3, comms plan – openness, accountability, transparency Michael Walsh – Delivery of gate 3 on time is crucial, need to close out gate 2 effectively Peter Harte – gate 3 connection offers have to be delivered on time, TLAFs don’t work, IA – longer to get work kicked off than to do the work, No solutions on OH line build John Reilly – seismic shift. Heartened – real attempt to put a process in place, Need to optimise interfaces and communication channels, we are all working locally, we need to work together as an industry

“Know what's weird? Day by day, nothing seems to change, but pretty soon... everything's different.”         

Everything’s different …. Gate 3 GRID25 SONI Customer Service and Efficiency Programme (CSEP)         

EirGrid’s Objectives …. We want EirGrid to ……….. be a great company to do business with ……….. deliver high quality customer service ……….. be a World Class TSO ……….. implement “best in class” processes and procedures

Voice of our Customers … Channels Key Messages We are informed by you through our … Customer Surveys Annual Conference Ongoing Relations Need for Re-Alignment … Communications Processes Relationships Queries

Customer Service and Efficiency Programme Dear Customer, … Ongoing commitment to maintaining high standards of service to our customers … Customer service-focused process improvement initiative … Identify critical areas for improvement and implement appropriate changes .. Dermot Byrne, Chief Executive, EirGrid …

Our Customer Service & Efficiency Programme… EirGrid TSO 1. The Outage Process 2. Connection Offer Process 3. Management of Projects through Construction and Energisation 4. The Operational Certification Process 5. Customer Relationship Management 6. Query Management EirGrid’s Objectives Voice of Our Customers

Our Customer Service & Efficiency Programme… EirGrid TSO The Outage Process Connection Offer Process Management of Projects through Construction and Energisation The Operational Certification Process Customer Relationship Management Query Management EirGrid’s Objectives Voice of Our Customers

Our Customer Service & Efficiency Programme… EirGrid TSO The Outage Process Connection Offer Process Management of Projects through Construction and Energisation The Operational Certification Process Customer Relationship Management Query Management EirGrid’s Objectives Voice of Our Customers

Our Customer Service & Efficiency Programme… EirGrid TSO The Outage Process Connection Offer Process Management of Projects through Construction and Energisation The Operational Certification Process Customer Relationship Management Query Management EirGrid’s Objectives Voice of Our Customers

Our Customer Service & Efficiency Programme… EirGrid TSO The Outage Process Connection Offer Process Management of Projects through Construction and Energisation The Operational Certification Process Customer Relationship Management Query Management EirGrid’s Objectives Voice of Our Customers

Our Customer Service & Efficiency Programme… EirGrid TSO The Outage Process Connection Offer Process Management of Projects through Construction and Energisation The Operational Certification Process Customer Relationship Management Query Management EirGrid’s Objectives Voice of Our Customers

Exploring Models of Interaction … The Bow Tie EirGrid Customer Internal Experts Internal Experts Single Point of Contact

Exploring Models of Interaction … Account Manager in Customer’s Business The Diamond Technical Experts Project Managers Operational Commercial - Financial EirGrid Account Manager

Popular Model with Generators …

Features of our Communication Model… Customer Relations Account Manager Project Manager Technical Experts

Our Customer Service & Efficiency Programme… EirGrid TSO The Outage Process Connection Offer Process Management of Projects through Construction and Energisation The Operational Certification Process Customer Relationship Management Query Management EirGrid’s Objectives Voice of Our Customers

Management Information Query Management Data Capture Query Management Process Improvement Management Information

Our Customer Service & Efficiency Programme… EirGrid TSO The Outage Process Connection Offer Process Management of Projects through Construction and Energisation The Operational Certification Process Customer Relationship Management Query Management EirGrid’s Objectives Voice of Our Customers

Service and Efficiency Programme The Change Continues … EirGrid TSO Customer Service and Efficiency Programme Voice of Our Customer

Service and Efficiency Programme The Change Continues … EirGrid TSO EirGrid Group EirGrid Group’s Objectives EirGrid Conference 2010 A lot has happened …. Customer Service and Efficiency Programme ? Voice of Our Customer Voice of all our Customers ___ Group Survey 2009

“Know what's weird? Day by day, nothing seems to change, but pretty soon... everything's different.”         

Thank You