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2. 2009 ICT Annual Stakeholder Survey January 20, 2010

3. SPP.org 3 ICT Stakeholder Survey ICT Survey launched November 30, 2009. A total of 153 invitations to the survey were sent to stakeholders.  17 Stakeholders responded.  This was the same number of respondents as the 2008 Survey.

4. SPP.org 4 Five main areas of concentration:  Tariff Administration  Reliability  Transmission Planning and Studies  Weekly Procurement Process  Stakeholder Process Survey Contents

5. SPP.org 5 Survey Contents Four main performance criteria within each area:  Process effectiveness  Process improvement  Customer Service satisfaction  Customer Service improvement

6. SPP.org 6 2009 ICT Stakeholder Survey Results

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18. SPP.org 18 2008 vs. 2009 The Customer Satisfaction Summaries show improvement in the accuracy, responsiveness, and resolution of issues for most areas.  Reliability Coordination showed a loss in customer satisfaction compared to 2008.  WPP had the greatest gain in customer satisfaction from 2008.

19. SPP.org 19 2008 vs. 2009 Customer Service efforts have shown improvement in all areas (numbers are based on a scale from 1 to 4).  All areas are at the Somewhat Improved or greater level.  WPP has shown the most improvement from 2008.

20. SPP.org Summary Participation same as 2008, but only 17 respondents, would like more input from Stakeholders. Scores continue to improve from 2007. Focus areas for improvement from comments and survey:  Reliability Coordination efforts  LTTIWG,NTTIWG, short term planning efforts  Continue WPP improvement efforts  Ease of communication and timely meeting material 20

21. Tony Green Business Analyst- Engineering 501-688-1789 tgreen@spp.org