EM - June/July 2014 - (Page 21)
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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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