Electricity Asset Management Plan 2019-2029
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Vector Limited://
SECTION 2. CUSTOMERS, STAKEHOLDERS AND SERVICE LEVELS
HOW WE SERVE OUR CUSTOMERS WE MEASURE OUR SERVICE LEVELS, BUT WE ALSO GO WAY BEYOND THIS
We have a simple motto, to deliver to customers with urgency. The aim is to ensure we provide our customers with a high- quality experience that is fast, intuitive and seamless.
Vector uses a range of service-level targets to measure how we meet customer needs. While we have always had a strong customer focus, we will always refine and expand the measurement of how well we were doing in meeting their needs, especially considering the dynamic environment we operate in. To this end, we are introducing additional customer service level metrics that complement the use of standard industry reliability indicators to measure how well we deliver on customer expectations. These additional customer level measures are more targeted, equitable and fair, while, importantly, also enable effective cost quality trade-offs to be made in the long-term interest of our customers. These service levels are informed by customer insights enabled by advanced data analytics. These insights are complemented by engaging with our customers using surveys, focus groups, journey maps, community visits and our customer advisory board.
Importantly, the AMP now includes service levels for cyber security and privacy.
In this section, we describe our service-level measures and performance targets, and report on how we are doing against these targets. Where we do find performance gaps, we look at the root causes and this information is used to guide our strategy and investment plans to improve performance against the service levels. In Section 5 we go into detail about our asset performance management and investment plans.
In addition, through our contracting model review, we are ensuring that our service providers have incentives that are aligned with our customer service levels.
CUSTOMER EXPERIENCE – A MORE COMPREHENSIVE WAY TO MEASURE HOWWE MEET OUR CUSTOMER NEEDS We are introducing a new service level category – customer experience, to ensure we provide our customers with a high- quality experience when they deal with us. This should be an intuitive and seamless experience encompassing all our customers’ interactions with us. We measure multiple components of our interactions, however the key four aspects of how customers deal with us are: how easy we are to deal with; speed of new connections; early customer notification of planned outages, and how well our call centre is performing.
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