CONSTRUCTION SERVICE IMPROVEMENT (CSI) EXECUTIVE SUMMARY
APRIL 19, 2017
CUSTOMER FOCUS GROUP – WEB PORTAL INPUT SESSION (APRIL 19TH MEETING)
The purpose of the meeting was to demonstrate the first iteration of the upcoming CSI Customer Web Portal. Prototype Work
Request screen shot samples were demonstrated for the customers. In continuing the collaborative approach from the pilot phase,
customer feedback from this session will influence the CSI Customer Web Portal capability to be demonstrated during the next
session. Benefits to date as well as a time line of future expectations for the current phase (Interim Phase) were conveyed to the
customer.
Phase 1: Benefits to Date (Opening Remarks by James Trevino)
New Construction – Process Improvement Benefits Realization
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Proactive delivery of Work Request status via automated email notifications for key milestones
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Streamlined Work Request updates including:
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Standard durations for Tasks provide more consistent timing of Work Requests
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Reduced Work Request Types from 110 to 51
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Reduced Work Request Tasks from 139 to 66
Established Single Point of Contact for End-to-End Work Request
“We Heard You” – Key Themes and Benefits Realization
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Staff Readiness: Trained 300+ staff and contractors on the importance of date management
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Transparency: E-Mail notification for work status updates
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Customer Experience: Phase 1 benefits, along with customer feedback from this session, will continuously incorporate your
feedback in a manner that integrates the Customer Experience with CPS Energy performance.
QUESTIONS OR COMMENTS: [email protected]
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Current Phase (Interim Phase): Partnership Model (Facilitated by James Trevino) / Comments from Shawn Eddy
Optimal benefits realization for Commercial and Industrial customers is dependent upon a mutually-beneficial model for a sustained
partnership. Managing CPS Energy and Customer Focus Group expectations for The Web Portal Prototype development are essential
to success.
Success Factors – Web Portal (Current Phase)
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Immediate Participation: Customers were able to provide feedback relative to the following Web Portal prototype
demonstration areas of focus:
o
Ability to Create Requests for All Work
o
Capability to Add Attachments
o
Improved Visibility of Work Execution
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Agile Approach / Continuous Improvement – There will be ongoing feedback and engagement with customers (Next
session is May 11). Each subsequent session will facilitate ongoing improvements designed to meet customer needs.
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Project Centric Approach: Consistent and sustained Focus Group participation will help to more effectively realize the
productivity benefits associated with managing all aspects of work as a project. Work is to be tracked and managed as a
process
Call to Action: James Trevino requested commitment for Customer Focus Group members in attendance as well as from other
customers. The time line for CSI Customer Web Portal milestones is depicted in the graphic below.
QUESTIONS OR COMMENTS: [email protected]
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CSI Customer Web Portal Prototype Demonstration and Customer Feedback (James Trevino, Shawn Eddy, and CGI)
The Web Portal prototype demonstration was interactive, and CPS Energy representatives provided responses to feedback and
questions. The majority of the meeting consisted of listening to customer feedback to Web Portal pages. Some feedback will be
incorporated as part of the Interim Phase, and other feedback will be considered for subsequent phases. Upon determination of the
capability delivery by phase, this information will be conveyed to customers.
Active Project Status (Landing Page)
Customers Requested the Following Capabilities:
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Search Capability
o To simplify searches for jobs associated with existing work orders
o To retrieve archived Work Order history. This also includes closed Work Orders
o To search by Contact Person
Preferences
o Default views for projects by project manager and User ID
o The ability to restrict access for general contractors, contractors, and other contacts for projects
o Developer and Home Builder Distinction: To have multiple User IDs for a company that serves as a
developer and a home builder. This is to facilitate Work Order request differences (e.g. Infrastructure
Services versus other service request types)
o Large Projects: The ability to assign multiple customer project managers to a single project
“Attachments” page
1.
Customer Question: What is the file size limit?
Answer: There is no assigned file size limit at this time. However, security compliance may mandate file size
restrictions.
Action: IT is to confirm whether information security policies restrict the size of customer file uploads.
2.
Customer Question: Will there be version control for files? Will we be able to archive files?
Answer: Yes, this is possible. We have to determine when this capability will be available to you
Action: To determine which phase version control and related file archive capabilities are to be delivered to
customers
QUESTIONS OR COMMENTS: [email protected]
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“New Work and Work at Existing Premise” page
The following input was given relative to initiating New Work requests
CPS Energy Question: Do the Customer Type and Work Type selection lists reflect the entire range of your Work
Requests?
Customer Answer: It appears to be accurate thus far. However future use of the Customer Web Portal will determine
the answer
Action: To engage the customer throughout the Interim phase in order to develop the comprehensive selection
Work Request selection options
“Work Request Creation: Commercial Development” page
The following input was given relative to Work Requests for developers and builders
Customer Question: How do you get your builder business partner number on a new request?
Answer: This is not automated. Some work flows also may not require a business partner
Action: To consider for future capability
General Discussion – Wrap Up
Customers Requested the Following Capabilities:
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Future state Work Request status should reflect more than the current state (“scheduled” or “pending”)
To further develop requirements for Underground status
To access the Customer Web Portal via mobile devices. The portal should be mobile “friendly”
Can you add a name in the “find” section?
Will you be able to pull up a WR that is closed?
Can we provide a “read only” access?
QUESTIONS OR COMMENTS: [email protected]
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Customers provided final comments. They included the following:
Customer Quotes
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“This looks a lot better than what you currently have”
“As a general contractor, I want to access to all information”
“On the meter side, if there are multiple requests for service, I want to know my status?”
Customer Attendance
The sign in log reflects the following customers:
NAME
Liz Richter
Lance Turner
Ryan Rosenboom
Travis Cody
Chris Dice
Josh Barnes
Andy Rodriguez
Lee Wright
Don Andrada
Katay Carreon
QUESTIONS OR COMMENTS: [email protected]
COMPANY
DR Horton
DR Horton
Joeris
Joeris
Code Engineers
GVTC
CDS Muery
CDS Muery
Alterman
Alterman
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