1. Request Management System Overview & Education November 2012 Russell Quattlebaum rquattlebaum@spp.com · 501.614.3520 rquattlebaum@spp.com

2. Agenda Business Problem & Approach Customer Engagement Process Request Management System Keys to Success Actions to Complete 2

3. Business Problem & Approach 3 Business Problem: – Customers have commented on surveys they do not consistently get timely and high-quality resolutions – SPP Staff experience confusion and frustration over who is responsible for which customer engagement activities Approach: – Formalize an engagement process and implement a tool to automate as much of the process as possible – Establish central points of contact to manage requests and engage subject matter experts

4. Workstream Inquiry Joint WG Action Item Customer Inquiry Settlement Disputes Assign Request Determine Response Fulfill Request Customer Care & Engagement Process Acknowledge Request

5. 5 Submitting Request

6. SPP’s Customer Care & Engagement Process Acknowledge Request Request Submitter gets immediate notification that Request was received and assigned Request states Service Level Agreement (SLA) in place: 1.1 day for acknowledgement 2.5 days for resolution, or restatement of expectation if beyond 5 days Workstream Inquiry

7. 7 E-mail Received by Submitter

8. SPP’s Customer Care & Engagement Process Assign Request: Auto-assigned when ‘Quick Pick’ is utilized CPOC (Central Point of Contact) determines path to resolution  Research / Respond  Assign to SME  Schedule internal meeting  Consult governing documents  Involve Customer Relations Workstream Inquiry

9. 9 CPOC View of Ticket upon Submission & Assignment

10. 10 CPOC’s Options on Ticket

11. SPP’s Customer Care & Engagement Process Determine Response CPOC may pick from list of Tasks, or create Tasks Any assignee may engage Customer Relations when: 1.Response requires participation of multiple departments/teams 2.Response requires facilitation of multiple perspectives 3.Response impacts customer relationship with SPP CPOC validates response Workstream Inquiry

12. 12 Assignment of Task(s) by CPOC

13. 13 Example of CPOC-assigned Task to SME

14. 14 E-mail Notification to SME with assigned Task... and Notification on RMS Home Page

15. 15 Task worked by Assigned SME and Task is Completed √

16. SPP’s Customer Care & Engagement Process Determine Response, cont. Any assignee may escalate the request when: 1.Resolution will take longer than the SLA 2.Resolution will require higher-level of consideration / approval 3.Urgency of Request due to looming deadline Workstream Inquiry

17. SPP’s Customer Care & Engagement Process Fulfill Request Assignee documents resolution of Request and sends ‘public’ note to submitter ‘Solution’ includes directions for re-opening request if not satisfied with resolution Assignees document Labor Hours in ticket Workstream Inquiry

18. 18 Closing the Request

19. 19 Document & Communicate Solution

20. 20 Document & Communicate Solution

21. Keys to Success 21 RoleBenefitsResponsibilities Request Management System (RMS): IssueTrak hosted solution Automates logging, tracking, notification and escalation Provides reporting and metrics Enables knowledge base for easier resolution Tracks Service Level Agreements (SLA) in place Customer Relations – Queue manager ensures issues/requests assigned Central Points of Contact – fields Quick Pick requests; engages SMEs as needed Quick Pick Menu Minimizes routing/rerouting activity by specifying needs and directly engage right CPOC/SME Submitter – Stakeholder or SPP Staff selects from predefined options

22. Keys to Success, cont. 22 RoleBenefitsResponsibilities Queue Manager Broad view across status of all requests Ability to monitor tool performance Assigns Requests which do not utilize Quick Picks Fields non-Quick Pick requests and determines path to proceed Helps with escalation if needed CPOC Establishes central point of contact to avoid confusion over who does what Fosters accountability for follow- through CPOC – engages other SMEs if answer not immediately known; tracks issue to closure CPOC – escalates issues: → exceeding SLA → requiring managerial approval/direction Subject Matter Expert Provides expertise and knowledge to resolution Increases quality of resolution CPOC - assigns task(s) SME – documents activity through Notes and Labor Hours

23. Actions to Complete 23 ActionTiming Train CPOCs October 3, 2012 October 12, 2012 Deploy tool into production October 10, 2012 Train SMEs October 9–11, 2012 Rollout for Marketplace Inquiry Process October 16, 2012 Rollout for Joint Working Group Action Items TBD 2012 Rollout for all inquiries to SPP (Customer Relations) TBD 2013 Rollout for Settlement Disputes March 2014 Link: https://spprms.issuetrak.comhttps://spprms.issuetrak.com Your User ID = Your SPP e-mail address Password = “Welcome01”

24. Workstream Inquiry Joint WG Action Item Customer Inquiry Assign Request Determine Response Fulfill Request Customer Care & Engagement Process Acknowledge Request Settlement Disputes