“Emphasizing Customer Service as Part of Your Strategic Plan” APPA Annual Conference June 12, 2006 Chicago, Illinois

OPPD’s Planning Process OPPD uses a planning process around the concepts of: PlanDeployReview

OPPD’s Main Thing OPPD’s Main Thing is to “Exceed Customer Expectations”

OPPD’s Corporate Values OPPD’s Corporate Values are: Safety Safety Accountability Accountability Commitment to Customers Commitment to Customers Excellence Excellence Teamwork Teamwork Family Orientation Family Orientation

OPPD’s Critical Success Factors OPPD’s Critical Success Factors are: Maximize Employee Potential Maximize Employee Potential Maintain Financial Strength Maintain Financial Strength Increase Customer Value Increase Customer Value Achieve Operational Excellence Achieve Operational Excellence Create Value-Added Growth Create Value-Added Growth Foster Social Responsibility Foster Social Responsibility

Increase Customer Value Metrics Maintain Competitive Prices (rates) Maintain Competitive Prices (rates) Provide Reliable Power Provide Reliable Power –Reliability Indices –Storm/Non-storm Customer Satisfaction Provide Quality Customer Service Provide Quality Customer Service –Call Center, AEs, ESDs, Crews, Tree Contractors Innovative Customer Solutions Innovative Customer Solutions –Non-utility Product/Services Weekly, Monthly and Quarterly Reports and Communication Weekly, Monthly and Quarterly Reports and Communication

Multi-Level Customer Commitment Surveys and Measurement Surveys and Measurement C3 Program (corporate client contact) C3 Program (corporate client contact) Key Account Customer Meeting Key Account Customer Meeting Small Customer/Community Meetings Small Customer/Community Meetings Builder/Developer Meeting Builder/Developer Meeting Wholesale/Off-system Contacts Wholesale/Off-system Contacts Power Plant Partner Contacts Power Plant Partner Contacts Gold Star Banquet Gold Star Banquet

Commitment for Senior Management Commitment for Senior Management Compensated on Customer Satisfaction Results Compensated on Customer Satisfaction Results Involved in C3 Program – 20 visits/yr Involved in C3 Program – 20 visits/yr Participate in All Annual Customer Meetings and Events Participate in All Annual Customer Meetings and Events

Customer Commitment for Management Level Compensated for Customer Satisfaction Rating Compensated for Customer Satisfaction Rating Key Operations Managers participate in contact programs Key Operations Managers participate in contact programs Responsible for key customer process indices (including operations) Responsible for key customer process indices (including operations)

Customer Commitment for Account Executives Key interface personnel Key interface personnel Customer Advocate – waves the customer flag Customer Advocate – waves the customer flag Receive specific customer satisfaction rating from their customers for their individual service Receive specific customer satisfaction rating from their customers for their individual service Product/Service sale compensation requirement minimum customer satisfaction rating Product/Service sale compensation requirement minimum customer satisfaction rating

Customer Commitment for Electric Service Designers Specific/random customer satisfaction ratings for completed jobs Specific/random customer satisfaction ratings for completed jobs Survey includes: Survey includes: Service Service Communications Communications Timeliness Timeliness Crew work Crew work

Customer Commitment for Call Center/ Customer Service 19,000 contacts per week 19,000 contacts per week Individual stats Individual stats Weekly reviews Weekly reviews Copy of score card Copy of score card Extend our relationship to “Exceed Customer Expectations” Extend our relationship to “Exceed Customer Expectations”

Customer Commitment for Field Operations Customer survey on crew performance Customer survey on crew performance Timelines Timelines Communication Communication Construction site cleanliness Construction site cleanliness Positive relationship Positive relationship Service guarantees Service guarantees Individual Performance Individual Performance Customer comments Customer comments Service guarantees Service guarantees

Summary CEO and Executive Commitment CEO and Executive Commitment JD Power and Associates Recognition – pressure point and driver JD Power and Associates Recognition – pressure point and driver Continuous Improvement Continuous Improvement change management challenges (process and technology) change management challenges (process and technology) customer satisfaction surveys customer satisfaction surveys performance compared to expectations performance compared to expectations “Customer Focus” has been identified as a key competency “Customer Focus” has been identified as a key competency

Questions?