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treConstruction Service Improvement

(CSI)

Phase 3 Requirements

Customer FeedbackDecember 12, 2017 & January 17, 2018

CONTENTS:1. CSI Program Roadmap2. Phase 1 Improvements3. Phase 2 Improvements4. Phase 3 Proposed Changes

Business Requirement Phase • Process• People • Technology

5. Customer Feedback • Additional Requirements from Session Dec 12th

• Additional Comments from ABC Meeting Jan 17th

6. Appendix • Customer Engineering Budget Trend – Growth • Electric and Gas Meter Installs Trend by Category

2

Improve CPS Energy Date Management & Customer

Commitments

• Proactive delivery of accurate information

• Renewed commitment to roles & responsibilities for process

• Addition of Executive Account Directors

• Development of RFP for Long-Term Work Management Solution

Enhance the Customer Experience & Satisfaction with CPS Energy New Construction

Services & Processes

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

• Enhanced Web enabled business service execution process

• Selection and Initiation of Business Processes for Next Generation Work Management Implementation

A Proactive, Next Generation Customer Experience for

New Construction

• Proactive engagement with Customers early in the new development process

• Proactive promotion of energy services & products to Customers at the conceptual stage of new developments

• New Solution Capabilities

• On-site design & estimation with the customer

• On-site customer commitment & payments capabilities

• Deployment of Next Generation Work Management

CSI PROGRAM ROADMAP

Long-Term Solution Strategy Next Generation Solution Implementation

2016

2017

2018

3

2019

PHASE 1 & 2 IMPROVEMENTS

Introduced Email notifications of major milestones

Implemented Customer Engineering Designer Training

Appointed one Point of Contact throughout the project

5

WE HEARD YOU !

PHASE 1SUMMARY OF CUSTOMER IMPROVEMENTS

PHASE 2SUMMARY OF CUSTOMER IMPROVEMENTS

Continued Email notifications of major milestones

Reinforced Customer Engineering Designer Training

Implemented ability to manage and monitor Delays

Introduced 24/7 Work Request Status Availability

Implemented Online Application Intake Process

6

Introduced the ability to Manage Documents and Drawings Online

Enhanced communications on Project Status

Improved Date visibility and Accuracy

Identified Customer Dependent Tasks

CUSTOMER WEB PORTAL REGISTER TODAY!

Enroll YOUR COMPANY

• Use link below to access online form:

https://secure.cpsenergy.com/customereng/index.jsp

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https://secure.cpsenergy.com/customereng/index.jsp

CUSTOMER WEB PORTAL FOR ENGINEERING FIRMS

• Now engineers have access to create Projects and add attachments.

• CPS Energy will utilize “Unique Number” and not require Engineering Firm Tax ID

• Will not link to Engineering Firm Account Number (Business Partner) for web enrollment.

• A proxy form will be required for every project

• Future requirements in Phase 3 will look at separate roles for web enrollment from Monthly Billing (Business Partner) and CIAC payment.

8

CUSTOMER WEB PORTAL CREATE WORK

9

Company Y

Introduced ability

to create all work

in the web:

• Residential

• Sub-Division

• Multi-Family

• Commercial

• Temporary

Service

STAFFED OPEN POSITIONS IN CUSTOMER ENGINEERING

10

• Customer Engineering • Added 18 positions over the last 2 years

(from 71 to 89 positions)

• Added12 temporary employees from wide variety of services including: • plat and as-built administration

• addressing

• turnkey ANSL

• removal services

• customer-facing design services

Objective: Balance resource workload to ensure a good customer experience

11

Sr. Director

Shawn Eddy

Mgr. Customer Engineering

Shaneshia McNair

Gen. Designer 2

Carl Kosub

Gen. Designer 1

Oscar Luevanos

Supv. Customer

Engineering

Steve Blain

Gen. Designer 2

Marlen Borrego

Supv. Customer

Engineering

Edward Corona

Gen. Designer 2

James Ramzinski

Supv. Customer

Engineering

Edward Sanchez

Land. GIS Spec. 2

Yolanda Arispe

Land. GIS Spec. 2

Alyssa Geyer

Land. GIS Spec. 2

Fabian Rios

Land. GIS Spec. 2

Ernestine Hill

Land. GIS Spec. 2

Norma Renteria

Land. GIS Spec. 1

Brenda Solano

Land. GIS Spec. 2

Rogelio Zapata

Gen. Designer 2

Ron Goodman

Gen. Designer 1

Debby Montoya

Gen. Designer 1

Liz Perez-Cardenas

Residential Development 1

Landbase Services

Residential Development 2

Res. Designer 1

Michael Carmargo

Sr. Info. Dev Spec

Arleen Sanchez

Sr. Info. Dev Spec

Delia Carrizales

Res. Designer 2

Deborah Martinez

Bus. Dev Analyst

Vacant

Res. Designer 1

Gloria Calderon

Lead Inf Dev Spec

Denise McKinnies

Sr. Info. Dev Spec

Irma Gaitan

Res. Designer 1

Rodney Taber

Gen. Designer 1

Heather Cooper

Res. Designer 2

Maggie Mayo

Gen. Designer 1

Marlon Smith

Gen. Designer 2

John Mason

Mgr. Customer EngineeringMilton Russell

Supv. Customer

Engineering

Jacqueline Wells

Sr. Inf Dev Spec

Christina Perez

Gen. Designer 1

Andres Salazar

Gen. Bus. Analyst

Betty Cazares

Gen. Designer 2

Ricardo De Leon

Gen. Designer 1

Frankie Rodriguez

Supv. Customer

Engineering

Dolores Sanchez

Gen. Designer 2

Jessica Kramm

Res. Designer 1

Christoper Menden

Res. South

Electric Stds. &

Meter Svcs. Mgr.

Tony Valdez

Progr./Proj. Mgr.

Raymond Martinez

Res. Designer 1

Sno Taylor

Lead Inf Dev Spec

Nancy Rodgers

Res. Designer 1

Valerie Uriegas

Eng. Spec. 3

Matthew Weston

Sr. Info. Dev Spec

Susana Villalon

Sr. Info. Dev Spec

Leticia Gomez

Sr. Info. Dev Spec

Laura Viera

Eng. Spec. 2

Steven Warren

Eng. Spec. 2

Donald Edwards

Eng. Spec. 2

Rene Rodriguez

Mgr. Customer Engineering

Adan V. Gonzales

Gen. Designer 2

Andre Burrus

Lead Inf Dev Spec

Jennifer Schumann

Res. Designer 1

Angela Garza

Res. Designer 1

Terrance Lang

Supv. Customer

Engineering

Albina Swierc

IDS NorthComm. South Comm. North ESMS

Ind. Des. Coor.

Matthew Gibson

Gen. Designer 2

Juan Mendez Jr.

Gen. Designer 2

Dorothy Woodson

Res. Designer 1

Alfonso Lozano

Ind. Des. Coor.

Josh Leal

Supv. Customer

Engr. (Interim)

Kristina Vazquez

Ind. Des. Coor.

Rene Martinez

Mrktg. Analyst 3

Carlton Gunn

Mgr. Customer EngineeringShawn Cobb

Industrial Project

Manager

Robert Payne

Gen. Designer 1

Richard Mora IV

LC South

Multi-Family Development

EDS Project

Manager I

Jonathan Fleming

Gen. Designer 1

John Cardenas

Ind. Des. Coor.

Sue Ellen Esparza

Ind. Des. Coor.

Daniel Gonzales

LC North

Ind. Des. Coor.

Brian Harwood

Ind. Des. Coor.

George Loza

Ind. Des. Coor.

Jason Ralph

Gen. Designer 2

Evan Ramsey

Gen. Designer 1

Brian Borrego

Supv. Customer

Engineering

Damon Thomas

Res. North

IDS South

Gen. Designer 2

Donna Kotzur-ZercherRes. Designer 1

Melinda Best

Gen. Designer 2

Jason Guenther

Gen. Designer 1

Manuel Alaniz

Temporaries

Gloria LiraFrances Langhorne

Irma Valenzuela

Janet Alvarado

Temporary

Aldo Garcia

Temporary

Cathy Servantes

Supv. Customer

Engineering

Jenna Keylich

Temporaries

Ellen Bull

David Fernandez

Temporaries

Alex Gutierrez

Ivan GarciaTemporaries

Ana Herrera

Frank Flores

Supv. Customer

Engineering

Vacant

Gen. Designer 1

Lonnie Saenz

STAFFED OPEN POSITIONS IN CUSTOMER ENGINEERING

CUSTOMER ENGINEERING

ORGANIZATIONAL CHART

NEW REMODEL ELECTRIC METER LOOP PROCESS (WORK-WITHS)

• Based on your feedback Customer Engineering revised the process for Remodels and Temporary Disconnects (non CT, nor reroutes UG Service)

“Work-With” Process:1. Electrician initiates by contacting TRC Contractors

• (Saul or Rudy) directly by email ([email protected]) or phone to request “work-with”

2. Job is ready when permit is released and site is ready

3. Electrician submits meter loop drawing, checklist and photos

4. Create Appointment directly with Saul or Rudy and receive an e-mail outlook calendar invite

5. The disconnects are typically scheduled for 8:00 am and reconnects at 2:00 pm

• Objective: to reduce turn around time to schedule appointment

• New Process effective Monday, December 18, 2017

12

PHASE 3

PROPOSED CHANGES

BUSINESS REQUIREMENT PHASE

PROCESS

PEOPLE TECHNOLOGY

BUSINESS PROCESS & REQUIREMENTS PHASE

• As-Built

• Attachments

• Closing

• Construction

• Customer Registration

• Customer Web Portal

• Date Management

• Design

• Field Design

• Notifications

• Online Payments

• Permits

• Pre-Construction

• Quotations and Estimates

• Reporting and Metrics

• Scheduling

• Turndowns

• Work Initiation

14

• Completed 15 weeks of workshops, documented 48 Future State Process Flows with 1015 Business Requirements currently and counting….

• Covering Areas such as:

15

PROCESS IMPROVEMENTS

PROCESS:PROACTIVE CUSTOMER COMMUNICATION

16

Email notifications of major milestones

Implement Project Scheduling for Large Jobs to enable 30-day scheduling

More straightforward pre-application process

On-site design and estimation for small jobs

Ability to manage and monitor delays

Accelerated Process for New Residential Service & Meter


• In Touch gives office and field based ARM users the ability to monitor and update tasks without having to login to the office based ARM modules.

• Accessibility no longer limited to just a desktop

• Can be used by CPS Energy staff and Customers

• Specifically designed for Smartphone devices such as IOS, Android, Windows Mobile and Blackberry Operating Systems

17

Email notifications of major milestones

Phase 3 Proposed ChangesARM Mobile Solution – InTouch - will be deployed


18

Implement Project Scheduling for Large Jobs to enable 30-day scheduling

Phase 3 Proposed ChangesARM Planner and Scheduler will be deployed

• Ability to forecast

and plan at the

project level for all

types of work (crews

and materials)

• Visibility to schedule contractors

• Scheduling of

inspections


• Simpler, faster User Registration

• Company Administrator identifies who in their company needs read only or create/update access

• Access to view and modify work is at the Project level

• One Log-in to see specific projects for multiple companies

• 2 Roles: Read only, Create & Update

• Disassociated from Business Partner for monthly billing

19

Phase 3 Proposed Changes

Changes to the User Registration Process

More straightforward pre-application process


20

Phase 3 Proposed ChangesDeploy Field Designer Application

On-site design and estimation

• Mobile Solution for the

creation of simple designs

from the field

• Provides quotations and

design cost estimates to

customers in real-time

• Provides spatial context for designs


21

Phase 3 Proposed ChangesAbility to manage and

monitor delays

The Customer Web Portal and InTouch will allow you:

• To easily identify and monitor delayed projects and work

request

• To view information regarding delayed projects including:• Reasons for Delay

• Comments and Pictures

• Updated Completion Date

• To get email notifications with updates for Delayed Projects


22

Phase 3 Proposed ChangesAccelerated Process for New Residential Service

& Meter

• Straightforward and quick application to request work through the Customer Web Portal

• Electronic checklist to confirm your Customer Site is Ready

• Ability to view and receive notification with inspection

results

• Continued Auto-dispatch of crews to meet 15 day

Turnaround after successful inspection of Customer site

• Quick links in Customer Web Portal to complete Customer dependent Task

23

PEOPLE IMPROVEMENTS

PEOPLE: TRAINING

24

Phase 3 Proposed ChangesCustomer Engineering

Designer Training

• Better Customer Service skills:

Provide training for Customer-Facing Designer

on customer interaction skills

• Design Training:

Introduce standardized job training curriculum

for Designers to baseline necessary knowledge

and skills

25

TECHNOLOGY IMPROVEMENTS

TECHNOLOGY: WEB PORTAL OPTIONS

26

Online Payment Options

Online Application for Complex Jobs

Request Appointments and Inspections

Online Quotations

Online Application Intake Process

Integration with CoSA for Permits and Plats

TECHNOLOGY: SOFTWARE CONFIGURATION

27

Phase 3 Proposed ChangesOnline Application

Intake Process• Electronic Application for more types of

work and services

• Clarified list of required information and

documents needed to create each

type of project

• Request for the creation of a New Address

• Request for the creation of New Billing

Partner


28

Phase 3 Proposed ChangesOnline Application for Complex Jobs

• Create and manage Request(s) for Service

• Grouping of jobs per project and by Customer

• Group Customer charges to allow costs to be tracked by

Customer per project

• New feature to Request UPPR meetings online


29

Phase 3 Proposed ChangesOnline Quotations

Ability to Request

quotation and cost

estimates for all types

of work through the

Customer Web Portal

and Field Designer

Application


30

Phase 3 Proposed Changes

Online Payment Options

• Increased payment options

• Notification when Project Invoice is available

• Ability for specified registered users to view invoices

online

• Ability to securely pay invoices online • Ability to pay flat fee services during on site visit


31

Phase 3 Proposed ChangesRequest Appointments and Inspections

Ability to book appointments through the Customer Web Portal

for:

• Meter turn-on Gas & Electric

• Pre-Design Meetings

• Pre-Construction Meeting

• Electric Remodels

Ability to Request Inspections through the Customer Web Portal

for:

• Customer Site ready

• Customer installed underground Duct Bank infrastructure• Gas Rough-In

TECHNOLOGY: INTEGRATION

32

Phase 3 Proposed ChangesReceive Permits and Plats

Ability to automatically receive Permits released from CoSA

• Meter turn-on Gas & Electric

• Temporary Disconnects/Reconnects and Work Withs

• Temporary Electric Services (TML)

Ability to automatically receive Plats requests and send status to/from CoSA:

• Improve coordination between CoSA and CPS Energy

• Provide more status updates in a more timely manner

WE NEED YOUR FEEDBACK

Any additional customer

requirements?

33

CUSTOMER FEEDBACK SESSION

34

Phase 3 – Held Future State Workshops

Customer Feedback Session

• Customers approved direction of requirements; Overall satisfaction high

• Customers – 32 accepted; 21 attended• Engineering Firms – Pape Dawson, Jones

Carter, Siemens, KFW Engineers

• Developers/Builders – DR Horton, KB Homes, Imagine Homes

• MultiFamily/Apts – Galaxy Builders

• Electricians – Central Electric, Hill Electric, Lowry Electric

• General Contractors – Leonard Contracting

• CoSA, Brooks Development, SAWS, and ABC


35

The Customers validated the following Requirements and Improvements

proposed for Phase 3 (from past sessions):

1. Web Mobile Solution

2. Onsite Design

3. Pre-Application Process and web registration

4. 30-Day Scheduling (contractor and in-house) for all work types.

(when quote charges, give date of schedule)

5. Online Applications,

6. Online Quotations / Online Payment Options (Checks, Debit & Credit

Cards)

7. Appointments and Inspections via the Customer Web Portal

8. Ability to integrate Plat and Permits with the CoSA

9. Training to CPS Energy and Customers


36

The Customers provided the following additional Requirements and

Improvements for Phase 3:

1. Web Portal - Chat feature & Mobile Friendly Design (Android & iPhone)

2. More information on Online Application Notifications - processing time

and overall job turnaround time

3. Ongoing date management for all work associated with a project. This

includes clarity for additional work required

4. Ability for customer to track inspectors and S&M crews on web – “CoSA

does this already”, “we can track pizza, we need to track inspectors”

5. Customer Ability to generate Online Estimates for planning/budget with

soil conditions, etc.

6. Reference Telecommunication lines and infrastructure that exists on

CPS Energy poles for relocation or coordination

ASSOCIATED BUILDERS AND CONTRACTORS, INC (ABC) (CUSTOMER UPDATE & FEEDBACK SESSION)

37

• Phase 3 Requirements –

Held Update and

feedback meeting to ABC

Government Affairs

Committee Meeting on

Wed. Jan 17th

• Customers approved direction of requirements

• Representing Commercial Sector Customers

• 23 attended representing 15 companies from the major General Contractors and Electrical Contractors

• Reviewed existing requirements and recommended additional improvements with current process

ABC FEEDBACK

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The Customers provided the following improvements:

1. Contractor and CPS Crew status more real time or use mobile device

2. Handoff between Application and Assignment to Designer

3. Alerts and standard durations – summary of projects status page and

print capability

4. Permits dependency with schedule.

5. Have coverage to answer calls from customers when CPS is doing

training to designers

6. Customers want to see standard metrics published in the web portal as

part of the process/tasks.

7. The ability to estimate CPS costs by chart

8. Payment options - Checks – like TX State Controller Office

ABC FEEDBACK (CONT.)

39

The Customers provided the following improvements:

9. Handoff Between Design complete and Construction start - need

reliable dates – start and end. (for dirt work and then meter work)

10.Need better coordination between CoSA and CPS Energy for Gas

Meter and Mechanical Permit release. Had to escalate to S. Eddy.

11.Customers don’t like the proxy form - don’t understand why it is

needed for web access to create work

12.Web portal training by segments – Continue to offer

• Green Mountain or customer location and One Stop.

• For Web access, Web Technical issues or Web Training:

[email protected] or (210)353-2450

13.Work with COSA on addressing issues – sometimes the two don’t match

addresses.

mailto:[email protected]

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GET PLUGGED IN!

Visit your webpage!

cpsenergy.com/csi

Or email us:

[email protected]

Or for Web Portal Technical

assistance call (210)353-2450

mailto:[email protected]

41

APPENDIX

CAPITAL SPEND(CUSTOMER REQUESTS)

42

$0.0

$10.0

$20.0

$30.0

$40.0

$50.0

$60.0

$70.0

$80.0

2010 2011 2012 2013 2014 2015 2016

Total Capital Spend (in millions)

Residential Services

Subdivisions

Multi-Family

Commercial Services

Large Commercial

Total capital spend for electric customer requestsIncreased from $32M to $71.2M in 6 years (123% increase).

43

Total electric meter sets increased 76% over the last 6 years (gas meter sets increased 27%)

ELECTRIC & GAS METER SETS

0

2,000

4,000

6,000

8,000

10,000

12,000

14,000

16,000

18,000

2011 2012 2013 2014 2015 2016

Total Elec Single-Family Multi-Family Commercial Gas