1. Emergency Response Best Practices Executive Roundtable Presentation
Company Name
Presenter’s Name
Presenter’s Title
Presenter’s Phone; Address
Company Name
Presenter’s Name
Presenter’s Title
Presenter’s Phone; Address
Nicor Gas
Jen Eguchi
Project Manager, Operational Improvements
June 13, 2013

2. Number of Customers = 2.18 million Miles of Main = 33,000
Company Background
Metrics
Number of Customers = 2.18 million
Miles of Main = 33,000
Number of Services = 2 million
Number of Employees = 1,786

3. Service Territory Map

4. Emergency Response Challenges
Current Callout Software was inadequate
Inefficient assignment of techs to trouble orders
Manually intensive/time-consuming process
Contact information management difficult
Inconsistent application of union rules
Limited capacity
Lack of Reporting Capabilities

5. Emergency Response Unique Processes
Features of ARCOS:
CTT – Closest to Trouble dispatching
Incorporates union rules (lowest overtime, etc.)
Identifies closest resource to emergency
Automated callout process
Auto dialer/VRU
Supports Multiple Business Units:
Ease of Maintenance
HR System integration (job classifications, shift info etc.)
Centralized/consistent callout rules
Flexible contact management via web portal
Reporting
Enables optimization opportunities
Service
System Operations
Delivery
Watch & Protect

6. Emergency Response Highlights for RT
CTT- Closest to Trouble Callout
Self-Service Portal
Bonus Features
All Hands on Deck
SIREN
Reporting

7. Emergency Response Conclusion
Implementation of the ARCOS product has led to more efficient and consistent processes, enabling us to improve our emergency response services to the customer. The reporting offered by the tool enables us to continually review results and optimize our staffing levels geographically enabling better response times.

8. Emergency Response
Questions?