1. Customer Service and Efficiency Programme Claire Kane, Customer Relations Manager, EirGrid EirGrid Group Customer Conference 2009
SONI/SEMO Group connection – conference, survey, how we manage customers
Smart Utility piece from DKirwan
We as a company want to be ….
4 top low scoring from survey
What we are doing about each one
Paul Cooley – Managing the interfaces, multiple layers of interaction
Rory Mullan – Efficiencies, good project management needed for gate 3, comms plan – openness, accountability, transparency
Michael Walsh – Delivery of gate 3 on time is crucial, need to close out gate 2 effectively
Peter Harte – gate 3 connection offers have to be delivered on time, TLAFs don’t work, IA – longer to get work kicked off than to do the work, No solutions on OH line build
John Reilly – seismic shift. Heartened – real attempt to put a process in place, Need to optimise interfaces and communication channels, we are all working locally, we need to work together as an industry

2. “Know what's weird?
Day by day, nothing
seems to change, but
pretty soon...
everything's different.”         

3. Everything’s different ….
Gate 3
GRID25
SONI
Customer Service and Efficiency Programme (CSEP)         

4. EirGrid’s Objectives ….
We want EirGrid to
……….. be a great company to do business with
……….. deliver high quality customer service
……….. be a World Class TSO
……….. implement “best in class” processes and
procedures

5. Voice of our Customers …
Channels
Key Messages
We are informed by
you through our …
Customer Surveys
Annual Conference
Ongoing Relations
Need for Re-Alignment …
Communications
Processes
Relationships
Queries

6. Customer Service and Efficiency Programme
Dear Customer,
… Ongoing commitment to maintaining high standards of
service to our customers
… Customer service-focused process improvement
initiative
… Identify critical areas for improvement and implement
appropriate changes ..
Dermot Byrne, Chief Executive, EirGrid …

7. Our Customer Service & Efficiency Programme…
EirGrid TSO
1. The Outage Process
2. Connection Offer Process
3. Management of Projects through
Construction and Energisation
4. The Operational Certification
Process
5. Customer Relationship Management
6. Query Management
EirGrid’s
Objectives
Voice of Our Customers

8. Our Customer Service & Efficiency Programme…
EirGrid TSO
The Outage Process
Connection Offer Process
Management of Projects through
Construction and Energisation
The Operational Certification Process
Customer Relationship Management
Query Management
EirGrid’s
Objectives
Voice of Our Customers

9. Our Customer Service & Efficiency Programme…
EirGrid TSO
The Outage Process
Connection Offer Process
Management of Projects through
Construction and Energisation
The Operational Certification Process
Customer Relationship Management
Query Management
EirGrid’s
Objectives
Voice of Our Customers

10. Our Customer Service & Efficiency Programme…
EirGrid TSO
The Outage Process
Connection Offer Process
Management of Projects
through Construction and
Energisation
The Operational Certification Process
Customer Relationship Management
Query Management
EirGrid’s
Objectives
Voice of Our Customers

11. Our Customer Service & Efficiency Programme…
EirGrid TSO
The Outage Process
Connection Offer Process
Management of Projects through
Construction and Energisation
The Operational Certification
Process
Customer Relationship Management
Query Management
EirGrid’s
Objectives
Voice of Our Customers

12. Our Customer Service & Efficiency Programme…
EirGrid TSO
The Outage Process
Connection Offer Process
Management of Projects through
Construction and Energisation
The Operational Certification Process
Customer Relationship
Management
Query Management
EirGrid’s
Objectives
Voice of Our Customers

13. Exploring Models of Interaction …
The Bow Tie
EirGrid
Customer
Internal Experts
Internal Experts
Single Point of Contact

14. Exploring Models of Interaction …
Account Manager in Customer’s Business
The Diamond
Technical Experts
Project Managers
Operational
Commercial
- Financial
EirGrid Account Manager

15. Popular Model with Generators …

16. Features of our Communication Model…
Customer Relations
Account Manager
Project Manager
Technical Experts

17. Our Customer Service & Efficiency Programme…
EirGrid TSO
The Outage Process
Connection Offer Process
Management of Projects through
Construction and Energisation
The Operational Certification
Process
Customer Relationship Management
Query Management
EirGrid’s
Objectives
Voice of Our Customers

18. Management Information
Query Management
Data Capture
Query
Management
Process Improvement
Management Information

19. Our Customer Service & Efficiency Programme…
EirGrid TSO
The Outage Process
Connection Offer Process
Management of Projects through
Construction and Energisation
The Operational Certification Process
Customer Relationship Management
Query Management
EirGrid’s
Objectives
Voice of Our Customers

20. Service and Efficiency Programme
The Change Continues …
EirGrid TSO
Customer
Service and Efficiency Programme
Voice of Our Customer

21. Service and Efficiency Programme
The Change Continues …
EirGrid TSO
EirGrid Group
EirGrid
Group’s
Objectives
EirGrid Conference 2010
A lot has happened ….
Customer
Service and Efficiency Programme ?
Voice of Our Customer
Voice
of all our
Customers
___
Group
Survey
2009

22. “Know what's weird?
Day by day, nothing
seems to change, but
pretty soon...
everything's different.”         

23. Thank You