1. Discussion with DPU and Developers November 29, 2016
New Gas and Electric Service Connections Working Group Update on Improvements Made and In Progress
Discussion with DPU and Developers
November 29, 2016

2. Today’s Discussion
Update on where we are regarding the primary areas of concern shared at the Working Group meetings
Communications
Having the right Company contact
Faster delivery
Additional opportunities to build stronger working partnerships
Impactful Engagement
Better aligned business structure
Greater technology

3. Communications: Improved Trade Ally Site
The National Grid trade ally site is a place for Trade Partners and Professionals access for key information . This includes but is not limited to:
Forms, applications, and guidelines for new connections work – both gas and electric
Links to internal specifications and requirements
Information on Energy Efficiency Programs, rebates available, and consumer options
Additional resources such as webinars, events, and trainings
The new website provides a more user friendly interface for forms and information, which leads to a more informed and consistent experiences for our trade allies.
We Heard You:
Provide easier access to information, guidelines and forms

4. Communications: Job Status Change Notification
In November 2015, National Grid Launched a series of notifications for major milestones experienced in the service lifecycle of a request
Order Initiation
Design Complete
Pending Municipal Inspection
Awaiting Scheduling
Job Completion – Thank you and Survey
Customer Hold for More than 7 Days
These series of notifications are sent to approximately 80% of our customer and developers.
Feedback has been positive, with the respondents exhibiting satisfaction with the new format across several dimensions (Kept me informed, Clarity, Timeliness, Helpfulness, and Frequency)
Enhancements continue to be made based on customer and trade feedback.
We Heard You:
Provide more proactive communications on project changes

5. Single Point of Contact
Right Company Contact : Single Point of Contact for Gas
Single Point of Contact
Implemented summer 2016
National Grid contacts assigned by town
Benefits
Clarity for customers with respect to NG contact person/function
Reduces customer contact hand offs
Improves internal coordination and alignment reducing lead time
We Heard You:
Simplifying NG contacts for Builders and Developers

6. Faster Delivery: Resourcing Initiatives
Initiative 1: Hire and train additional main and service installation crews as permanent employees
Will yield significant increase in capacity within years
Hiring scheduled to be substantially completed by end of 2016 w/ training in 2017 & 2018
Initiative 2: Outsource complex growth projects to national contractor by construction season 2017
Increases capacity without competing for existing regional contracting companies
Initiative 3: Add scheduling group to coordinate growth projects
New scheduling department dedicated to scheduling and coordinating gas main installation work
Hiring under way; anticipate to be substantially completed by end of 2016
Increases communication and coordination with developer’s schedules
We Heard You:
Goal is to increase capacity of MA Gas Main Installation to keep up with demands of builders and homeowners

7. Faster Delivery: Permitting Initiative
April 2016 – March 2017
NG Work Coordination Group focus on applying for Road Opening/Trenching permits
Presently, NG applies for Road Opening/Trenching Permits as the request occurs.
Once permit approvals are obtained, the work is scheduled.
Creates frustration for the customers and municipalities due to a focus on NG resources instead of the customer and municipal schedules.
April 2017 – March 2018
NG adding 4 permanent Permit Coordinators focus on obtaining Road Opening/Trenching permits
Improve communication and scheduling of work between the customer, municipality and the business
Reduce residential calls / walk-ins related to project cycle-time
Reduce Dig Safe paint markings on guarantee streets
Reduce the number of expired Dig Safe Tickets - Renewals
Improve satisfaction between the Customer/Municipality/NG
Improve ability to plan projects
Improve coordination of “Grant of Location” process
Work toward allowing for the Premark, Dig Safe, Permit Application to occur in parallel
We Heard You:
Goal is to improve the coordination of “Road Opening/Trenching Permits” between the Customer, Municipalities and National Grid.

8. Additional Opportunities: Builder/Development Engagement
January
Qualitative Research: Engage Developers currently working with National Grid
Goal: gauge sentiment (what works well / what falls short) about the quality of service National Grid provides during the new connections process
Method: In person working sessions, customer panels, and/or phone interviews
Approach: Specific aspects of the current process will be rated and discussed in order to collect input on what/how the overall process can be improved moving forward
Feedback: Results of the workshop and process modifications will be shared
Quantitative Research: Assess service improvements through a post-connection quantitative satisfaction study
Goal: to evaluate performance following process implementation to obtain ongoing feedback
Method: Phone surveys (3rd party) and/or digital surveys ( )
Frequency: bi-annually to ensure continuous feedback and improvements when necessary
We Heard You:
Goal is to create greater engagement with Builders and Developers on improving our processes, communication tools and delivery

9. Additional Opportunities: Customer Experience Transformation
…… Is a four year program to Transform how we interact, serve and communicate with customers and our business partners. It is an outside in view on how we operate and we are engaging our trade partners and customers to provide necessary insights.
Our Plan
Transform our customer business processes for gas, electric, and distributed generation connections as well as new accounts starting in April, completing over calendar year 2017.
Deploy a new portal for customers and trade partners that enables online self-service including: document submission, electronic signatures, online payments, status tracking, and proactive notifications at key milestones. Portal deployment for Mass is planned from summer 2017 – spring 2018.
Your Help
National Grid is planning an in-person half day working session with MA builders and developers
Target Date : January 26th in Waltham
Goal: Begin qualitative discussions around specific concerns / feedback to drive process improvement and Online Portal plans
Next Steps: If interested, please by Dec. 5.
Builder / Developer
Collaborative
Session