CSI Customer Focus Group

‘Web Portal Input Session’

April 19, 2017

AGENDA

• Opening Remarks

• Benefits to Date (Phase 1 Update)

• Current Phase Scope

• Prototype

• Next Steps

• Focus Group Participation

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WE HEARD YOU…

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• Initiated a Construction Service Improvement (CSI) program

to enable us to better serve you

• Improve the New Construction Customer experience when

Partnering with CPS Energy in the end-to-end delivery of Your

projects

• Renewed focus on our Commercial and Industrial customers

with the Executive Account Management (EAM) to better

align with our People First commitment

• Re-aligned our Gas Operational Strategy to actively support

our gas customers in process improvements and enhanced

customer service

4

CONSTRUCTION SERVICE IMPROVEMENT STRATEGIC OBJECTIVES

Date Management and Customer Commitments

Scope complete, but on-going effort

- Improved OTC rate

- Reduced durations

- Notification pilot

- Addition of Executive Account Directors

Continue to Improve the Customer Experience and their Satisfaction with CPSE New Construction Services

• Enhanced process that incorporates the pre-application stages of the customer relationship

• Enhanced web enabled business service execution process

• Proactive engagement

A Proactive, Next Generation Customer Experience for New Construction

• Proactive engagement with customers early in the new development process

• Proactive promotion of energy services and products to customers at the conceptual stage of new developments

• New solution capabilities

• On site design and estimation with the customer

Ph

ase O

ne

Inte

rim

De

livery

2016

2017

2018

Full

De

livery

Solution vendor selected

Long Term Solution Strategy Next Generation Solution Implementation

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Improved customer confidence for

new construction processes

• Proactive delivery of Work Request status via automated email notifications for key milestones

• Established Single Point of Contact for End-to-End Work Request

• Streamlined Work Request updates including:

• Standard durations for Tasks provide more consistent timing of work orders

• Work Request Types from 110 to 51

• Work Request Tasks from 139 to 66

Trained 300+ staff and contractors on

importance of date management

CSI PHASE 1 UPDATE

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OVERVIEW OF E -MAIL NOTIF ICATIONS

• Notifications focus on key milestones in Construction Service process.

• Goal is to improve transparency between CPS Energy and its customers.

• Updates from previous feedback sessions include changes to: – subject line– message type – and e-mail

CPS Energy Milestone

Customer Milestone

ROW/Easement Submission

Submit Payment

Construction Site Ready

Work Request Submitted

Work Request Payment Received

Construction Scheduled

Construction Complete

Work Request Approved

Entering Design Stage

CPSEnergyProjectNotice@CPSEnergy.com

CURRENT

PHASE

(INTERIM PHASE)

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CURRENT SCOPE

Updated Customer Portal

• Modernization of Technology

• Project Centric Approach to Managing Work

• Ability to Create Requests for All Work

• Capability to Add Attachments

• Improved Visibility of Work Execution

Streamlined Processes

• Inclusion of Project Structures

• Streamlined Business Processes

Customer Experience

• Improved Records for Customer Interactions

• Proactive Performance Analytics

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FULL DELIVERY PHASESPRING 2018

More Technology Enhancements

•More web portal features of work flow

•User preference & communication management on web

• Enable customers to view status via mobile

People / Process

• Better visibility by project and dependent tasks

• Better trained staff

• Continuous feedback from customers to prioritize process improvements

FOCUS GROUP TIMELINE

2017 2017

Today

Mar Apr May Jun Jul

CSI Customer Web Portal Feedback Session

3/28/2017

May 10 Prototype Demonstration

5/10/2017

May 31 Prototype Demonstration

5/31/2017 Customer (User) Acceptance Testing

6/16/2017

Customer Release

7/24/2017

Summarize and Report Customer Feedback to Executives

4/7/2017

Summarize and Report Customer/Executive Feedback to Customers

4/20/2017

FOCUS GROUP

PARTICIPATION

Your role:

Participation in Customer Focus Group sessions

Continuous feedback in ensuring these and ongoing improvements meet your company’s needs

We appreciate your participation.

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PROTOTYPE OF NEW

CE WEB PORTAL

**NOTE**

• These preliminary screens are to provide

representation, insight, and understanding of

the direction we’re moving in and the

capability the new Customer Engineering

Portal will provide.

• Prototype session (Refer to appendix)

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THANK YOU

We Welcome Your Feedback

See You Again on May 10, 2017

You Can Expect in April

• A Summary Report of Customer

Session Feedback

• An Invitation to the next Prototype

Session

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QUESTIONS?

GET PLUGGED IN!

Visit your new webpage!

cpsenergy.com/csi

Or email us:

csifeedback@cpsenergy.com

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APPENDIX

WEB PORTAL FUNCTIONALITY

SAMPLE SCREEN SHOTS FROM THE PRESENTAT ION

LOGIN

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PROJECT STATUS

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PROJECT GROUPING OF

WORK REQUEST

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ATTACH DOCUMENTS

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FIND ORDER/ADDRESS

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CREATE PROJECT/REQUEST

FOR SERVICE WORK

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CREATE PROJECT/REQUEST

FOR SERVICE WORK

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CREATE PROJECT/ADDRESS

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CREATE PROJECT DETAILS

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