Customer Self Serve
CCC Productivity & Quality
Volume Reduction
Revenue Mgmt/Compliance & Claims
Customer Planning
100
Enables customers to initiate and complete a payment arrangement via BGE.com when proper criteria is met.
What is the Automated Payment Arrangement initiative?
100
Development of an EU-wide Quality Program with a consistent multi-faceted approach for measuring, analyzing, and reporting the overall Customer Experience.
What is the Consistent Quality Program initiative?
100
Reducing the case backlog in Case Management.
What is the Backlog Reduction (Back Office - High Bills & Switched Meter) initiative?
100
Automating the payment arrangement set-up process with the internal controls to reduce the number of payment arrangements issued to customers.
What is the Automating Payment Arrangement Controls initiative?
100
Review the existing Retail Electric Service Tariff extension rates and revise the 2004 rates to align with 2010-2012 installation costs, evaluate the Pros and Cons of a standard rate versus a formula based rate structure that considers relative construction costs.
What is the Update Electric Extension Residential Rates initiative?
200
Replaces the existing in-house Avaya Integrated Voice Recognition (IVR) functionality with a hosted cloud-based solution from West / TFCC.
What is the Avaya Replacement initiative?
200
Bringing CC&B functionality up-to-date and ensuring ongoing vendor support from Oracle.
What is the Service Pack 8 Upgrade initiative?
200
Implementing a strategy to reduce VP Clock Resets due to cut out in error work and casework associated with this exception work.
What is the Customer Cut-Out-in-Error Reduction initiative?
200
Increase the amount of money recovered in final collections with various 3rd party collection agencies.
What is the DebtNext Champion/Challenger initiative?
200
Review the current economic health of RGCP and evaluate the gas economic modeling tool to determine if there are modification opportunities within the model.
What is the Residential Gas Conversion Program initiative?
300
Defining customer communication preferences.
What is the Bundle Preference Management initiative?
300
Improving CSR efficiency and productivity levels for all three Op Co’s.
What is the CSR Scorecard initiative?
300
Determining a proactive approach for customer communications around bills delayed for more than 1 month due to exceptions.
What is the Delayed Bill Communications initiative?
300
Improve Energy Assistance participation
What is the Enhancement of Customer Access to Energy Assistance initiative?
300
Improve the satisfaction scores received from builders, developers, plumbers, electricians, and everyday customers.
What is the Improve New Business Customer Satisfaction initiative?
400
The implementation of a robust email platform that provides customers additional communication channels.
What is the Email Response Management System (ERMS) initiative?
400
Developing a coaching process that ensures appropriate and timely feedback is provided to representatives and facilitates the improvement of their call handling skills. What is Enhanced QA
What is the Enhanced QA Coaching (Quality Adherence) initiative?
400
Implement a tool to support the exception management process.
What is the Exception Management Tool initiative?
400
Adding online functionality for processing damage claims against BGE.
What is the Enhanced Claims Intake Process initiative?
400
Review the ANC processes and revise as required to improve process efficiency and effectiveness (Initiate, Design, Plan & Schedule, Construct, and Closeout) and ensure process documentation and job aids are accurate and up-to-date.
What is the Support Add New Customers (ANC) Process and ANC Process Ownership Team initiative?
500
Enhances BGE.com to increase the number of customers that complete the account registration process, improve the password reset processes and remove the 30 minute “hard” time out.
What is the Web Authentication initiative?
500
Improving the way employees obtain process and procedural information.
What is the Help File Enhancements initiative?
500
Implementing a proactive forecasting / resource management partnership driven by Call Center leadership to reduce call demand or variability by increased smoothing of call volumes.
What is the Collaborative Forecasting initiative?
500
The 3-prong approach to develop a work and execution plan for the field,a financial strategy, and document processes.
What is the Meter to Cash initiative?
500
Implement and manage programs for the availability and installation of (customer and company-owned) light-emitting diode street lights for BGE’s municipal customers.
What is the ODL Growth/ LED Program Offering initiative?
M
e
n
u