EM - June/July 2014 - (Page 21)

21 June/July 2014 www.esb.ie/em ESB Networks Ltd Big dayNETWORKS LTD ESB at Portlaoise Opening of Burnwood 38kV Station P22 ESB Networks hosts visit STAFF ARE KEY TO from Oman Delegation DELIVERING CSIP ESB NETWORKS, CUSTOMER and Business Performance area recently hosted a delegation from Oman, who were interested in learning from ESB Networks National Customer Service Care Centre (NCCC) and the Scheduling Support Centre (SSC), based in Wilton, Cork. As well as including personnel from the utility, the group also included members of the government and regulators that regulate the electricity business in Oman. ESB Networks NCCC operates to world class standards and continuously achieves customer satisfaction ratings over 90%, which is an exceptional standard for call centre operations. Beyond this, the new services offered through the NCCC in the form of the @ESBNetworks Twitter account and the texting service are of real interest to the visitors, as they receive a great response from customers. The Wilton-based, centralised Scheduling Support Centre (SSC) op- during the New Connections process * being respectful and careful when we work on customers property or land * minimising the environmental impact of our work and * increasing our communications channels with customers. Many of these initiatives have already started. n ESB Networks hosted a delegation on behalf of ESB International made up of individuals from our client Electricity Holding Company, the regulatory authority (AER) and the distribution companies who are the beneficiaries of our consultancy project. timally schedules all meter works orders across the country, including Pay as you Go Meters, de-energisations, re-connections, Token Meter resets and many other meter activities. Since the implementation of the cen- ESB Networks prepares for Price Review 4 tralised scheduling process, where all activities are managed and scheduled in real time to respond to customers needs, ESB Networks have increased the efficiency of customer calls by 20%. n This approach is designed to ensure that consumers are protected, while offering the regulated business a clear and stable environment to make the necessary investments to ensure a modern and efficient network system and high level of customer service. is then collected from Electricity Suppliers via a Distribution Use of System charge (DUoS) and a Transmission Use of System charge (TUoS), which are then recovered from final customers. About ESB Networks ESB Networks is responsible for building, operating, maintaining and developing the electricity distribution system in the Republic of Ireland. This network includes all distribution stations, overhead electricity lines, poles and underground cables that are used to bring power to Ireland's two million domestic, commercial and industrial customers. We are also responsible for carrying out the construction and maintenance of the high voltage 400kV, 220kV and 110kV transmission system, comprising over 6,600 km of overhead lines and 30 large transmission stations. This work is all carried out in accordance with the requirements set down by EirGrid who are the Transmission System Operator (TSO). Cost Recovery and Return -Price Reviews The Commission for Energy regulation (CER) regulates ESB Networks and EirGrid's activities and incomes. Every five years we have a Price Review, when the CER sets the income ESB Networks and EirGrid can collect from electricity customers for the following five years. The aim of the Price Reviews is to set revenues at a level that will allow wellrun businesses to fund their activities. They are set through a combination of examining the specific underlying costs and benchmarking against best international companies. The allowed revenue The latest five year review - PR3 - covers the period 2011 to 2015. PR4 PR4 preparation is now well underway with all submissions due to CER by the end of the year. There will be two distinct elements to the review. The first is provision of a detailed analysis of expenditure and work carried out in the PR3 period, as compared to that approved by the CER. The second is provision of a comprehensive set of submissions backing up operating and capital expenditure planned in the period 2016-2020. When ESB Networks makes its submissions to the CER, a lengthy period of engagement will commence, with a view to concluding the process mid2015. The engagement will involve the analysis of submissions made on both historic and forecast costs, meetings, site visits and the benchmarking of costs and performance against international best practice. n ESB NETWORKS STAFF are a key pillar in delivering "Our Customer Commitment", the ESB Networks Customer Service Improvement Plan (CSIP) 2013-2016. A video, narrated by Jerry O'Sullivan, MD ESB Networks and Paul Mulvaney, Manager Distribution & Customer Service, has been developed outlining our customer commitment and the important part staff have to play in delivering this. This has been briefed to all ESB Networks staff. To complement this, Jerry has written to each ESB Networks Staff member to highlight that, in whatever work they do, they are critical to delivering safe and excellent customer service. The CSIP includes many initiatives that will be delivered through front line staff, including: * improving information to customers during power interruptions * refining our appointment process * keeping customers more informed ESB Networks Staff have been asked to enter a draw to win a Mini Ipad through simply answering a set of questions on the Customer Service Improvement Plan 2013 -2016 and returning it to CSIP Competition, ESB Networks, Sarsfield Rd, Wilton, Cork by June 30th. Prizes for each division / organisational group. This is confined to ESB Networks Staff and limited to one entry per person. D&CS South Division takes direct marketing route with safety message AS PART Of our effort to reach as many stakeholders as possible in relation to delivering safety critical messages, STSS South, Mike O'Sullivan has been piloting a number of novel strategies to engage with key interest groups, one of which is the farming and agricultural contracting community. Mike set up an information stand at several of the bigger marts across the division and used the opportunity to highlight the need for vigilance on farms, particularly coming up to silage-cutting and harvest seasons, and the reactions from those that Mike and the team met were very positive. n

Table of Contents for the Digital Edition of EM - June/July 2014

EM - June/July 2014
Contents
News
Innovation
Generation & Wholesale Markets
BSC & Electric Ireland
ESB Network Ltd
Health & Habitat

EM - June/July 2014

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