1. Working group update: Improving and Expediting the process for new electric and gas interconnections
November 29, 2016

2. Today’s Agenda
Primary Areas of Focus resulting from Working Group Meetings.
Identify where are there Opportunities for Improvement.
How to get it done faster?
How to improve Communication?
Ability to talk to the Right people.
There is more to do! Continuous Improvement.
Questions?
At the end of this presentation and business area visit, you will be able to…<<read the learning objectives listed>>

3. Primary Areas of Focus Feedback from Working Group Meetings:
More timely
How do we get it done faster?
More proactive outreach
How do we improve communications?
Ability to talk with the right people at the right time
How do we best facilitate customer requests to talk with Engineering and/or Construction

4. Where are the Opportunities for Improvement?
Phases of the project:
Pre-Construction
Construction
Design
Initiate
Customer submits work order application
Customer submits Site plans
Customer pays design deposits and/or fees
Eversource creates Work Order
Eversource coordinates site meeting (if required)
Eversource finalizes design & detailed sketch identifying customer scope of work and Eversource scope
Eversource Sketch, Specs and customer costs are mailed to customer
Customer costs are paid
Customer completes their scope of work
Customer executes Private Property Easement Agreement with Eversource
Customer has the Local inspector approve job
Eversource receives approvals of Public Way Rights & obtains local approvals
Eversource construction is completed
Customer is energized
Meter is installed

5. 1. How do we get it done faster?
Improve Initiation Timeline:
While a PLAN is still required to initiate a work order involving new developments, City/Town Approval is no longer required to begin the work order process. Eversource and Developer to work in parallel while plans are finalized
As a work order progresses, please know that Rights may require CITY/TOWN APPROVED PLANS for Public Hearings
For new developments/subdivisions, please continue to provide the complete subdivision layout on a disc or CD (CAD FILE)
City/Town approved Plans are no longer required for job initiation

6. 1. How do we get it done faster?
Improve Design Timeline for Long Lead Designs
Improve Construction Timeline for Simple Connections
Job Type
Engineering/Design
Construction
Average Duration
Simple overhead or simple overhead temp (<400A)
weeks
1 - 3 weeks
2 - 6 weeks
Underground small service (0-75kva)
2 - 5 weeks
2 - 4 weeks
4 - 9 weeks
Overhead small service (0-75kva)
Underground medium service (75-300kva)
4 -10 weeks
4 - 8 weeks
weeks
Overhead medium service (75-300kva)
weeks
3 - 5 weeks
weeks
Underground & Overhead large service (>300kva)
weeks
weeks
weeks
Developments (residential and commercial)
Customer stations, TNV's, SNV's and SC's*
weeks
plus weeks
plus weeks
 * Tertiary Network Vault; Secondary Network Vault; Single Customer (station)
Jobs requiring rights from the city/town (dig in the street) can add an additional 8-12 weeks to obtain, prior to starting construction
Engineering: Design Cycle time reduced by 20% for jobs > 2 weeks in duration
Construction: Some Simple Service jobs types reduced from 5 to 3 days

7. 2.How do we improve communication?
Most customer communications are through the Primary Point of Contact; the Account Executive (AE), Customer Service Clerk (CSC), or Customer Service Engineer (CSE) and include the following:
Arrange Site Meetings (if needed)
Send Customer Cost Letter
Coordinate Conference Calls
Communicate Approved Design Date
Communicate Planned Construction Date(s)
Kickoff Meetings with Customer, Customer Care and Engineering to ensure Scope is clearly defined and Work Order is written correctly

8. 3. Ability to talk to the right people
Customer Care to be the Single point of Contact to coordinate regularly scheduled site visits if required
Customer to communicate directly with Engineering, when applicable
Customer to communicate directly with Operations (scheduler), when applicable
Customer will have the ability to communicate directly with the Engineer or the Planner/Scheduler

9. There’s more to do! 2017 Initiatives
Reinstitute Priority List and Watch List
Streamline Rubber jobs
Solicit Customer Feedback
Continue Customer Satisfaction Surveys
Conduct additional Small Business Group meetings
Continue to Research Best Practices
Conduct additional top tier utility interviews
On-Going Outreach – Strengthening Partnerships
DPU Working Group Meeting
Municipality Meetings
International Association of Electrical Inspectors
Massachusetts Electrical Contractors Association
Home Builders and Remodeler’s Association

10. How do we get it done faster ? Gas
Sales Fulfillment representatives work with each customer to schedule their service and meter installations.
Eversource conducts weekly planning meetings to determine the number of construction resources dedicated to support new business with the goal of maintaining no more than a two week backlog.
Upcoming new main work, such as subdivisions for builders, are discussed at the weekly planning meetings and are input into the construction schedule.
A common scheduling template is utilized in all areas to help ensure that appointments are scheduled and executed in an appropriate manner, resulting in services being installed when scheduled.

11. How do we improve communication– Gas
Dedicated Sales Fulfillment representatives that are the single point of contact for our customers installing new gas service..
Roll out of a Customer/Contractor portal by the end of first quarter 2017 where project status updates can be viewed throughout the life cycle of the installation process.
Targeting to have automated text/ notifications capability in place during the 3rd quarter or 2017.
Future plans include the development of a scheduling template within the application that will allow customers the opportunity to view available construction dates and schedule their own appointments.

12. QUESTIONS ?