Electricity Asset Management Plan 2019-2029
40
Vector Limited://
OUR TARGET We aim to have 86 per cent of standard quotes sent out within two days by RY20, and 72 per cent of non-standard quotes sent out within seven days by RY22. These are reassessed every two years and we will continue this practice over the AMP period.
2.2.3 ADVANCE NOTIFICATION OF PLANNED OUTAGES SERVICE LEVEL
DEFINITION To provide timely, accurate and reliable notification of planned outages. This is important to our customers as it allows them to plan ahead. MEASUREMENT All customers must be notified four working days in advance under the UoSA (Use of System Agreement) with electricity retailers. This was monitored to ensure compliance and tracked manually through customer complaints where there was lack of sufficient notification. OUR HISTORICAL PERFORMANCE Under the Use of Systems Agreement (UoSA) with our retailer customers we must provide four (4) working days’ notice, however in practice we provide 10+ working days’ notice. We have improved our service recently by automating the reporting capability and being able to notify 90 per cent of our customers of a planned outage at least 10 working days in advance. With this automation we have introduced a new dashboard to better monitor target achievement. OUR TARGET Our customers tell us they want as much notice as possible and our target at 10+ days has been set to meet their expectations. This will be reassessed every two years over the AMP period. DEFINITION To answer all customer calls concerning faults on the network within an acceptable, agreed time-frame. Our customers want to be satisfied in their dealings with us when they call. MEASUREMENT We use the Grade of Service (GOS) call centre measure to judge how well we are doing. The GOS measures how quickly incoming calls are answered. 2.2.4 CALL CENTRE GRADE OF SERVICE (GOS) SERVICE LEVEL
OUR HISTORICAL PERFORMANCE
DESCRIPTION
RY15
RY16
RY17
RY18
Average Grade of Service (GOS)
86%
87%
81%
75%
Table 2-4 Call Centre Grade of Service
The contact centre Key Performance Metrics (KPMs) include a target for Grade of Service (GOS): 80% of calls must be answered within 20 seconds. The contact centre is incentivised to meet this, as performance against this target can impact its performance score, and subsequently its remuneration. The no-live-line work policy was rolled out to the Field Service Providers during 2016. Feedback from the contact centre provider (Telnet) has been that this impacted their ability to regularly meet their GOS targets. This is because peaks in call volume are often caused by outages. If a feeder is turned off after an outage to allow for repairs to be made, this causes a secondary peak in customer demand, increasing the number of call volume that are beyond the contact centre’s ability to answer promptly. Weather-related spikes in outages can also substantially impacted performance against GOS. Vector is continuously working with our contact centre provider to improve GOS results, including increasing contact centre resource and driving efficiencies to enhance the contact centre’s ability to handle high volume. We also continue to investigate self-service online capability which is at the customers control.
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