1. Current Trends in Retail Service Quality
W. J. Schweiger 1

2. “We are in the Business of Serving our Customers Well”
NSTAR’s Mission…
“We are in the Business of Serving our Customers Well” 2

3. Success will be achieved by providing…
Dependable Service
Urgency in Restoration Response
Prompt and Accurate Information about System Conditions
Accurate Metering and Billing 3

4. For NSTAR’s Employees… “It starts with Us”
Working Productively and Safely
Teamwork and Customer Focus
Mutual Trust and Respect
Diversity
Two-way Communication
Ownership and Accountability
Restructuring of Operations to Better Support and Respond to the Needs of Our Customers 4

5. Our Strategy is to… Improve Customer Service
Create a Performance Driven Culture
Achieve Maximum Efficiency in Operations 5

6. We’re on the Path to Success…
Performance Measures
Operate and Exceed the standards of performance
Track performance against standards. Metrics, Metrics, Metrics………
Drive Leadership Behaviors
Support the organization with programs that facilitate learning and development and reinforce our commitment to diversity
Communications All Around
Communicate to constituencies 6

7. What Does It Mean to Serve our Electric Customers Well?7

8. What Does It Mean to Service our Electric Customers Well?
Dependable Service
Urgency in Response
Prompt and Accurate Information on System Conditions
Timely Response to Customer Inquiry 8

9. Dependable Service… the lights don’t go out
Achieve Top Quartile Performance for System Reliability
Approximately 90 projects, in 35 communities targeted for June 1, 2002 completion
Reliability Improvement Projects, including:
Conversion of 4kV open loop system
Replacement of wire, cable, and switchgear
Upgrading of system control and protection equipment
Capacity Enhancement Projects
Vegetation Management 9

10. Basic Premise ……… Good Service
Back To The Basics
O&M Means… Operate and Maintain
Capital Work Plan
Plan Schedule Execute
Basic Premise ……… Good Service 10

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13. Urgency in Restoration Response…if the lights go out, the entire organization is charged with rapid restoral
Achieve Top Quartile Performance in Customer Restoration Restoration
Summer Preparedness and Contingency Planning
Improve Dispatch and First Response
Improvements in Restoration Process
Enhanced deployment of distribution automation and the role of technology in service restoral
First Response Is Restoration 13

14. Prompt and Accurate Information About System Conditions…
Establish linkage between the operation of the system and the customer
Keep the customer informed
Why are the lights out?
When will service be restored? 14

15. The Role of Technology…
GIS initiatives in Gas & Electric
“State-of-the-Art” Outage Management System
Establishment of standards for outage restoral
Distribution Automation
Rollout of mobile data terminals & technology in the field
Call Handling
Billing
Outage response & customer communication 15

16. Outage Call Process CUSTOMER CALL OUTAGE ANALYSIS & DISPATCH CUSTOMER
ELECTRONIC BULLETIN
BOARD 16

17. Prompt and Accurate Information to Customers
Increasing Call Answer Rate
Providing Prompt Information to Customer Inquiries
Prompt Area-specific Messages to be posted for our Customers
DTE Outage Reporting Protocol
Notification to Regulators & Municipal Officials 17

18. Summary… Enhanced focus on performance & quality of service
Utilize SQI as the framework for a performance based culture
Role of technology
Call handling
Billing
Outage response & customer communication
Incorporate Safety in all our performance 18

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