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SOCALGAS® ENERGY-EFFICIENCY PROGRAM PROCESS MAPPING
26th Annual E Source Forum September 17–20, 2013
Welcome & Introduction
Gillian Wright
Director, Customer Programs
The Southern California Gas Company
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The Southern California Gas Company
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The company’s service territory encompasses over 20,000 square miles of diverse terrain throughout Central and Southern California, from Visalia to the Mexican border. Our commitment to provide customers with world-class service has been the key to our longevity and success. Our motto, “Glad to be of service,” reflects this spirit.
Process Mapping
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Topics to discuss:
• Why Process Map? • Can Process Mapping Help
You? • The Gas Company’s
Experience • Conclusion / Summary
Why Process Map???
» Gives you an overall view of a process from start to finish
» Determine if all steps are necessary
» Combine redundant steps
» Combine duplicate steps or eliminate nonessential steps
» May find a better way to do things
» Keep customers more satisfied
» Keeps your staff happy and helps them be effective
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The Gas Company Experience
2010 – 2012 Program Cycle » New cycle, new changes » Combine separate and distinct EE programs that all required custom
energy-savings calculations into 1 new Calculated Incentive Program » Each program had:
Specific rules Specific requirements Specific forms Specific time windows
» We had to structure the new Calculated Incentive Program so that we had one application process and one project payment process
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Calculated Incentive Application Process – Prior to Mapping
» 15 + steps » 3 wet signatures » Multiple AE visits » Numerous application
handoffs » Very complicated &
time consuming
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Reasons for Mapping
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1. AEs and customers said our process was difficult 2. Too many handoffs 3. Too many signatures 4. Our process delayed projects
By mapping our application process, we could: » Actually see what the process was from start to finish » Did we have redundant steps » Could we combine or streamline steps » Can we streamline and COESC (cover our energy
savings claims)
Calculated Incentive Application – Mapping Process
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We got all interested parties in a room for two days » AEs » Programs » Policy » Regulatory
» We laid out each step and asked, “Why do we
have this step?” » From a policy / procedure perspective, do we
really need this step?
Calculated Incentive Program Process Post-Mapping
» 6 steps start to finish
» Wet or electronic
signature
» One final document
submission
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Process-Mapping Results
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Went from 15+ steps to 5+ steps AEs could focus on project development Customers were much happier Much less paperwork Covered from a regulatory audit
Conclusion
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Process mapping can be very beneficial for your programs or processes. It can: Mitigate or eliminate delays caused by a poor design
or “Band-Aid” approach More customer friendly – higher satisfaction Better use of people’s time Staff can be more effective Reduced processing burden on everyone You are “covered” (regulatory / policy perspective)
Questions??
Thank you
Gillian Wright
Director, Customer Programs and Assistance
The Southern California Gas Company
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