Performance Measurement: Aligning with Division and Corporate Scorecards Cynthia Buettner Division...

Performance Measurement:Aligning with Division and

Corporate Scorecards

Cynthia BuettnerDivision Manager

Customer Service Operations

Agenda

• Who is Omaha Public Power District?• OPPD’s Corporate Structure• OPPD’s Customer Service Operations• Planning Process• 2009 Customer Care Plan• Customer Care Scorecard• Analysis: The Good, Bad and The Future

296,648 Residential customers

42,867 Commercial customers

142 Industrial customers

$787,973 million in total revenues

Retail Rate = 6.12 cents/kwh

Omaha Public Power District

OPPD Corporate Structure

Elected Board of Directors

President and CEO

Generation and T&D

Essential Services

Employee and Customer

Relations

Customer Service

Operations

Finance Nuclear

Customer Service Operations• Metering• Meter Technologies• Customer Information Technology• Customer Care

• Call Center• Branch Offices

• Customer Accounting and Billing• Products, Services & Education

• Energy Efficiency• Products and Services• New Program Development

OPPD Planning Process

Strategic Planning•Capital and O&M Budget•Corporate Measures

Divisional Budgeting and Planning•Divisional Measures•Divisional/Department Budget

Individual Performance Plans

•Individual Metrics•Personal Development Plans

2009 Customer Care Plan

Corporate Plan

Exceed Customer Expectati

ons

Division Plan

JD Power & Assoc Ranking

Department Plan

Calls Answered within 30 secondsAverage Speed of Answer

Abandoned After 10 SecondsAverage Call Time

Customer Care Scorecard

• After Call Survey -- Customer Satisfaction Percentage - > 89%• First Call Resolution – > 80%• Avg. Speed of Answer - < 1 minute• Answered within 30 Seconds - > 60%• Answered in 120 Seconds - > 70% • Abandoned after 10 seconds - < 5%

• Percent Employees with Professional Development Action Plan – 100%• Employee Engagement Index – 1st Quartile OPPD• Diversity – Meet OPPD Goal• Monthly Communication – Toolkit• Training & Development: 1 hour per week

• 1

• 2

• 3

• 4

The Good, Bad and The Future

Good•Line of sight for employees•Measurable•Reported regularly•Consistent feedback•Toolkit Communication•Employee Engagement

Bad•Every corporate goal doesn’t translate to an individual goal•Who is really accountable?

The Future•Strategic Plan precedes the budget cycle•Projects defined and approved earlier•Creates opportunity for individual accountability at the project level

Contact Information:

Cynthia BuettnerDivision Manager Customer Service Operations

(402) 636-3746clbuettner@oppd.com

Twitter: OPPDCares

The Road to SuccessJennifer Johnston

Manager, Customer Care ServicesOmaha Public Power District

Goal Planning Sessions (GPS)

Mid Year Checkpoint Objectives

1. Increase accountability by communicating expectations

2. Motivate employees by showing how they fit into big picture

3. Improve performance through goal setting

The Road to Success

1. Increase accountability by communicating expectations

Mid year presentation

Review first half of year

Share vision for second half of

year

Checkpoints on the Road to Success

Knowledge TownDiscuss importance of continuous learning

Reflect on training that has been provided

Share training to be delivered

Engagement ExpresswayI have the tools that I need

I receive recognition for good work

My opinion seems to count

Checkpoints on the Road to Success

Customer Satisfactionville

Inform and EducateAnticipate NeedsExpress ConfidenceMake it Easy

Metrics LaneAbandon RateService LevelASA

Satisfaction

Checkpoints on the Road to Success

Self Serve Channel CanalLeast cost channelsCustomer convenience

Campaign DriveProduct offeringsRelationship buildingRevenue generated

Communications• Expresses ideas clearly• Accepts feedback• Clear customer contacts

Teamwork• Maintains positive

attitude• Focuses on own behavior• Models professionalism

Ownership• Customer issues• Phone states• Safety of self &

others

Responsiveness• Customer queues• Customer issues• Assigned tasks

Competency Way

Checkpoints on the Road to Success

The Road to Success2. Motivate employees by showing how

they fit into big picture

Present graphs for key measuresoQuality AssuranceoAfter Call SurveysoProduct SalesoService LeveloAverage Call CountoAverage Talk Time

Show CSRs their contribution

BE = 9%

ME = 24%

AE = 30%

FE = 37%

Performance Measures

The Road to Success

3. Improve performance through goal setting

One-on-one meeting with supervisor

Identify goals

Document Action Plans

The Road to Success

What road will you take?

Contact Information

Jennifer JohnstonManager, Customer Care Services

(402) 514-1100jajohnston@oppd.com