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Regulated Local Distribution Company
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Building Streamlined Business Operations
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Client
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A local distribution company (LDC) that serves more than one million
homes and businesses in the regulated electricity and natural gas
markets across four states in the Mid-Atlantic Region. |
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Problem
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The
LDC needed to identify and implement a streamlined Business Process
that will improve the company's customer service while achieving
a reduction in its overall operating cost given the company's following
existing conditions:
- The
company was faced with deregulation in four states under four
different restructuring orders.
- The
company recently implemented its new customer care and billing
system.
- The
company had varying internal operating procedures instituted across
regions within its service territories.
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Solution
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The LDC selected Sengen,
in its recognition of Sengen's utility expertise, to develop and implement
the Road Map that will enable the company to achieve a continuous
process improvement. The Road Map includes details of streamlined
current and future business processes and points of cross-functional
integration.
To ensure the
success of the Road Map, Sengen developed and implemented Information
Management Architecture Plan and Business Case in addition to Reporting
Infrastructure solutions.
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Results
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Sengen's
solutions empowered the company to increase its customer service
while achieving a reduction in its overall operating cost by:
- Successfully
implementing and maintaining Retail Choice functionalities.
- Identifying
and managing Retail Choice Issues and Work Priorities.
- Integrating
Retail Choice activities into standard business operations.
- Making
information available for decision-making and customer operation
processes.
Sengen's solutions
also reduced the LDC's Retail Choice operation errors.
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