Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania...
-
Upload
katherine-townshend -
Category
Documents
-
view
218 -
download
0
Transcript of Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania...
![Page 1: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/1.jpg)
Consumer Advocates & Service Quality
Dianne E. DusmanSr. Asst. Consumer AdvocatePennsylvania Office of Consumer Advocate (PAOCA)555 Walnut St., 5th Floor, Forum PlaceHarrisburg, PA 17101-1923(717) 783-5048www.oca.state.pa.us
![Page 2: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/2.jpg)
Background
• Formal Complaints- Remedy for small areas/subgroups only
• Rulemakings and Collaboratives- Industry wide stds. or guidelines
• Base Rate Cases-Quality issues can impact rate claims
• Mergers & Acquisitions- Specific co. stds. – can exceed regs
![Page 3: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/3.jpg)
Formal Complaints
• Electric Industry– Recurrent outages– High Bill complaints
• Telephone Industry– Fraud– Extended Area Service
• Water Industry– Water Quality– Service Interruptions– Main Extensions
• Gas Industry– Service Abandonment
![Page 4: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/4.jpg)
Recent Electric Industry Proceedings
• FirstEnergy Investigation, I-0040102
• GPU/FirstEnergy Merger, A-110300.F095
• PECO/Unicom Merger, A-110550F.0147
• Exelon/PSE&G Merger, A-110550F0160
![Page 5: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/5.jpg)
Exelon/PSE&G Service QualityRELIABILITY AND CUSTOMER SERVICE
QUALITY OF SERVICE PLAN
Performance Area Index Performance Threshold*
RELIABILITY
SAIFI (12-month) 1.28
CAIDI (12-month) 125
CUSTOMER SERVICE
Percentage of calls answered within 30 seconds (as defined by the Company).
70%
Average “Busy-Out” rate (% of calls that encounter a busy signal).
.5%
Average Call Abandonment Rate. 5%
**Company agrees to target performance at 4% but non-compliance will still be determined by the Threshold.
Percentage of residential bills not rendered once every billing period.
.02%
Gas Response Time to Safety Calls 99% within one hour.
OSHA Lost Work Days Cases Target: Top 10% of EEI comparable companies (1500-4000 employees)
Non-Compliance: Top 20% of EEI comparable companies (1500-4000 employees)
*Performance Threshold is the number by which performance is measured for purposes of determining non-compliance and application of the enforcement provisions of this Settlement Agreement.
![Page 6: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/6.jpg)
• Interim Guidelines Establishing Quality of Service Procedures for Jurisdictional Telecommunications Companies. M-00011582 (2002)
• Petition of OCA For Rulemaking To Amend Title Pa. Code Section 63.1 et seq, P-00021985 (Published 2002)
• Verizon/MCI Merger, A-310580F9 (2005)
Telecommunications
![Page 7: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/7.jpg)
Verizon/MCI Merger
• Importance of maintaining service quality where reductions in work force will occur.
• Consumer safeguards to ensure affirmative benefits to residential/small business customers.
![Page 8: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/8.jpg)
FCC ARMIS Reports
Table 5. Customer Trouble Reports per 100 LinesStd 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004
Verizon – PA - 2.16 1.88 1.54 1.29 1.31 1.36 1.19 1.11 1.31 1.30
Verizon – North - 2.00 2.25 1.72 1.78 1.62 1.69 1.64 1.61 1.84 1.83
Verizon – N – PA - 1.31 1.33 1.04 1.25 1.28 1.25 0.99 0.98 1.06 1.09
Verizon – N – QS - 1.81 1.71 1.41 1.43 1.26 1.61 1.34 1.26 1.11 1.36
Source: FCC ARMIS Report 43-05
![Page 9: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/9.jpg)
Ch. 63 Service Quality Infraction Rates
0
0.5
1
1.5
2
2.5
3
1995 1996 1997 1998 1999 2000 2001 2002 2003
Infr
actio
ns p
er 1
,000
Lin
es
Bell Atlantic
GTE
Verizon-PA Atlantic
Verizon NO
Source: BCS UCARE Reports 1997-2003
![Page 10: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/10.jpg)
Tennessee-American Water Co. Service Quality Metrics Settlement
• Quarterly Customer Satisfaction Surveys
– Reaching TAWC Call Center
– Call Center Problem Resolution
– Co. Response to Service Call
– Water Quality
![Page 11: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/11.jpg)
TAWC Scorecard
![Page 12: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/12.jpg)
TAWC Scorecard
![Page 13: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/13.jpg)
Tennessee Service Quality Metric Natural Gas Order
![Page 14: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/14.jpg)
![Page 15: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/15.jpg)
NASUCA Minimum Service Quality Resolution
• Call for State Commissions to establish
– Regular reporting requirements– Minimum performance standards– Appropriate enforcement provisions
So that adequate, reliable and safe service is achieved and maintained…
![Page 16: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/16.jpg)
Service Quality Resolution – cont’d
• Recognizes that service quality is
– Vital to our economy, US position in global economy and national security;
– Essential to everyday life and nearly every societal function;
– Threatened by mergers, eg, & push to cut costs.
![Page 17: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/17.jpg)
Service Quality Resolution – cont’d
… and that without
– regular monitoring of service quality
– specific performance areas – measurable reporting standards
Neither regulators nor advocates can detect service quality deterioration.
![Page 18: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/18.jpg)
Service Quality Resolution – cont’d
• Calls for appropriate enforcement provisions to support performance standards
• Public availability of service quality data for maximum accountability and to enhance competition where available.
Approved unanimously by NASUCA, New Orleans, LA, 6/14/2005
![Page 19: Consumer Advocates & Service Quality Dianne E. Dusman Sr. Asst. Consumer Advocate Pennsylvania Office of Consumer Advocate (PAOCA) 555 Walnut St., 5 th.](https://reader036.fdocuments.in/reader036/viewer/2022062511/551c3ce85503460d398b4a30/html5/thumbnails/19.jpg)
The End
For more information about NASUCA & texts of other resolutions:
www.nasuca.org
For more information about the PAOCA:
www.oca.state.pa.us