1. Material Variance in Performance
Duquesne Light Company
Roger D. Colton
April 27, 2000

2. Payment Performance: #1
Chronic nonpayment
Temporary nonpayment
Irregular payments
Irregular nonpayments
Seasonal nonpayment
Pay odd amounts at odd times
12/1/2018

3. Payment Performance: #2
Change from good payment to bad
Never quite caught up payments
Skip payments, make up, start over
Payment only with intervention, but full
Always some payment, but never full
Pay until arrears >$x, then quit
12/1/2018

4. Payment Performance: #3
No payment at all
Some payments, but few
No winter payments
Only payment is LIHEAP
Miss only few payments in a year
“Gaming the system”
12/1/2018

5. Affordability Performance
Payment problem manifestation
Activity that is threat to health, safety or welfare of customer
12/1/2018

6. Partnership Performance
“Game the system” (manifestation?)
Fail to make minimum payments
Fail to seek out available assistance
Fails to communicate re. problems
Fails to control usage
12/1/2018

7. Customer Performance Feeling overwhelmed: paralyzed
Fail to control usage
Live only by crisis management
Lack knowledge of what to do and when
Fail to plan beyond shortest term
Fail to trust company
12/1/2018

8. Internal Company Performance #1
Failure to maximize productivity
Complicated forms for Company’s own $s.
Do 15 applications for one eligible customer
Respond to inappropriately referred customers
12/1/2018

9. Internal Company Performance #2
Failure to be effective
Get people on universal service program and keep them on.
Effectively handle call center volume
Do what we say/mean what we say
Consistent message
12/1/2018

10. For more information:
12/1/2018