Discussion with DPU and Developers November 29, 2016

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Presentation transcript:

Discussion with DPU and Developers November 29, 2016 New Gas and Electric Service Connections Working Group Update on Improvements Made and In Progress Discussion with DPU and Developers November 29, 2016

Today’s Discussion Update on where we are regarding the primary areas of concern shared at the Working Group meetings Communications Having the right Company contact Faster delivery Additional opportunities to build stronger working partnerships Impactful Engagement Better aligned business structure Greater technology

Communications: Improved Trade Ally Site The National Grid trade ally site is a place for Trade Partners and Professionals access for key information . This includes but is not limited to: Forms, applications, and guidelines for new connections work – both gas and electric Links to internal specifications and requirements Information on Energy Efficiency Programs, rebates available, and consumer options Additional resources such as webinars, events, and trainings The new website provides a more user friendly interface for forms and information, which leads to a more informed and consistent experiences for our trade allies. We Heard You: Provide easier access to information, guidelines and forms

Communications: Job Status Change Notification In November 2015, National Grid Launched a series of email notifications for major milestones experienced in the service lifecycle of a request Order Initiation Design Complete Pending Municipal Inspection Awaiting Scheduling Job Completion – Thank you and Survey Customer Hold for More than 7 Days These series of email notifications are sent to approximately 80% of our customer and developers. Feedback has been positive, with the respondents exhibiting satisfaction with the new format across several dimensions (Kept me informed, Clarity, Timeliness, Helpfulness, and Frequency) Enhancements continue to be made based on customer and trade feedback. We Heard You: Provide more proactive communications on project changes

Single Point of Contact Right Company Contact : Single Point of Contact for Gas Single Point of Contact Implemented summer 2016 National Grid contacts assigned by town Benefits Clarity for customers with respect to NG contact person/function Reduces customer contact hand offs Improves internal coordination and alignment reducing lead time We Heard You: Simplifying NG contacts for Builders and Developers

Faster Delivery: Resourcing Initiatives Initiative 1: Hire and train additional main and service installation crews as permanent employees Will yield significant increase in capacity within 2 - 3 years Hiring scheduled to be substantially completed by end of 2016 w/ training in 2017 & 2018 Initiative 2: Outsource complex growth projects to national contractor by construction season 2017 Increases capacity without competing for existing regional contracting companies Initiative 3: Add scheduling group to coordinate growth projects New scheduling department dedicated to scheduling and coordinating gas main installation work Hiring under way; anticipate to be substantially completed by end of 2016 Increases communication and coordination with developer’s schedules We Heard You: Goal is to increase capacity of MA Gas Main Installation to keep up with demands of builders and homeowners

Faster Delivery: Permitting Initiative April 2016 – March 2017 NG Work Coordination Group focus on applying for Road Opening/Trenching permits Presently, NG applies for Road Opening/Trenching Permits as the request occurs. Once permit approvals are obtained, the work is scheduled. Creates frustration for the customers and municipalities due to a focus on NG resources instead of the customer and municipal schedules. April 2017 – March 2018 NG adding 4 permanent Permit Coordinators focus on obtaining Road Opening/Trenching permits Improve communication and scheduling of work between the customer, municipality and the business Reduce residential calls / walk-ins related to project cycle-time Reduce Dig Safe paint markings on guarantee streets Reduce the number of expired Dig Safe Tickets - Renewals Improve satisfaction between the Customer/Municipality/NG Improve ability to plan projects Improve coordination of “Grant of Location” process Work toward allowing for the Premark, Dig Safe, Permit Application to occur in parallel We Heard You: Goal is to improve the coordination of “Road Opening/Trenching Permits” between the Customer, Municipalities and National Grid.

Additional Opportunities: Builder/Development Engagement January - 2017 Qualitative Research: Engage Developers currently working with National Grid Goal: gauge sentiment (what works well / what falls short) about the quality of service National Grid provides during the new connections process Method: In person working sessions, customer panels, and/or phone interviews Approach: Specific aspects of the current process will be rated and discussed in order to collect input on what/how the overall process can be improved moving forward Feedback: Results of the workshop and process modifications will be shared Quantitative Research: Assess service improvements through a post-connection quantitative satisfaction study Goal: to evaluate performance following process implementation to obtain ongoing feedback Method: Phone surveys (3rd party) and/or digital surveys (email) Frequency: bi-annually to ensure continuous feedback and improvements when necessary We Heard You: Goal is to create greater engagement with Builders and Developers on improving our processes, communication tools and delivery

Additional Opportunities: Customer Experience Transformation …… Is a four year program to Transform how we interact, serve and communicate with customers and our business partners. It is an outside in view on how we operate and we are engaging our trade partners and customers to provide necessary insights. Our Plan   Transform our customer business processes for gas, electric, and distributed generation connections as well as new accounts starting in April, completing over calendar year 2017. Deploy a new portal for customers and trade partners that enables online self-service including: document submission, electronic signatures, online payments, status tracking, and proactive notifications at key milestones. Portal deployment for Mass is planned from summer 2017 – spring 2018. Your Help   National Grid is planning an in-person half day working session with MA builders and developers Target Date : January 26th in Waltham Goal: Begin qualitative discussions around specific concerns / feedback to drive process improvement and Online Portal plans Next Steps: If interested, please email Daniel.Tripp@nationalgrid.com by Dec. 5. Builder / Developer Collaborative Session