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Customer Service Volume 3 - Customer Service and ... ... SCE-04: Customer Service Volume 03 - Customer Service and Information Delivery Table Of Contents (Continued) Section Page Witness

Sep 24, 2020

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  • Application No.: Exhibit No.: SCE-04, Vol. 3 Witnesses: L. Cagnolatti

    K. Devore J. Lim C. Prescott T. Walker

    (U 338-E)

    Customer Service Volume 3 - Customer Service and Information Delivery

    Before the

    Public Utilities Commission of the State of California

    Rosemead, California November 2013

  • SCE-04: Customer Service Volume 03 - Customer Service and Information Delivery

    Table Of Contents Section Page Witness

    -i-

    I.  OVERVIEW OF BUSINESS CUSTOMER SERVICES..................................1 L. Cagnolatti 

    A.  Overview of Business Customer Services .............................................1 

    1.  Business Customer Division ......................................................1 

    2.  Customer Programs and Services ..............................................2 

    3.  Operating Unit Management and Support .................................2 

    B.  Impact of a Fully Deployed Edison SmartConnect® System ....................................................................................................2 

    C.  Customer Engagement for Non-Residential Customers ........................3 

    1.  Account Management Provides Essential Customer Engagement for SCE’s Non-Residential Customers .................4 

    2.  Customer Engagement Requires Energy Information and Tools ................................................................5 

    3.  Engaging Customers Is Crucial to the Implementation of Dynamic Pricing ..........................................5 

    D.  Productivity and Operational Excellence ...............................................5 

    II.  SUMMARY OF REQUEST FOR BUSINESS CUSTOMER SERVICES .........................................................................................................7 

    III.  BUSINESS CUSTOMER DIVISION ...............................................................8 K. Devore 

    A.  Description of Business Customer Division Activities .........................8 

    1.  Account Management Services ..................................................9 

    a)  Descriptions of Account Management Services Activities .........................................................9 

    (1)  Rate Analysis Information and Education .........................................................13 

    (2)  Billing and Metering Inquiries .........................14 

    (3)  Credit Issue Information ..................................14 

  • SCE-04: Customer Service Volume 03 - Customer Service and Information Delivery

    Table Of Contents (Continued) Section Page Witness

    -ii-

    (4)  Power Quality Information ..............................15 

    (5)  Energy Advisor / Marketplace Communication ................................................16 

    (6)  Demand Response Information ........................16 

    (7)  Outage Communications ..................................17 

    (8)  Plug-In Electric Vehicle Support .....................18 

    (9)  Customer Relationship Management System ..............................................................18 

    b)  Account Management Services Base Year Operating Results .........................................................19 

    c)  Analysis of Historical Data ..........................................19 

    d)  Test Year Expectations ................................................20 

    (1)  Optimizing Account Management Support Activities Will Result in Reduced Account Management Cost ...............21 

    (2)  Customer Growth .............................................21 

    2.  Technical Services ...................................................................22 

    a)  Descriptions of the Technical Services Activities ......................................................................22 

    (1)  Rate and Data Analysis Services .....................22 

    (2)  Field Engineering Services ..............................22 

    (3)  Special Contract and Tariff Administration Services ...................................23 

    (4)  Education and Communications ......................23 

    (5)  Customer Requests for Assistance with Distributed Generation Projects ...............23 

  • SCE-04: Customer Service Volume 03 - Customer Service and Information Delivery

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    -iii-

    b)  Technical Services Base Year Operating Results ..........................................................................24 

    (1)  Rate Analysis Services .....................................24 

    (2)  Customer Requests for Assistance with Distributed Generation Projects ...............25 

    (3)  Other Technical Services Activities .................26 

    c)  Analysis of Historical Data ..........................................26 

    d)  Test Year Operating Expectations ...............................28 

    3.  Energy Education Centers ........................................................28 

    a)  Descriptions of the Energy Education Centers .........................................................................28 

    (1)  SCE Energy Education Center– Irwindale ..........................................................29 

    (2)  SCE Energy Education Center– Tulare ...............................................................29 

    b)  Energy Education Centers Base Year Operating Results .........................................................31 

    c)  Analysis of Historical Data ..........................................32 

    d)  Energy Education Center Test Year Operating Expectations ................................................33 

    4.  Customer Choice Services .......................................................33 

    a)  Description of the Customer Choice Services ........................................................................34 

    (1)  Contract Management ......................................34 

    (2)  Account Management ......................................35 

    (3)  Service and Support .........................................35 

  • SCE-04: Customer Service Volume 03 - Customer Service and Information Delivery

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    b)  Customer Choice Services Base Year Operating Results .........................................................36 

    (1)  Electric Service Provider and Direct Access Activities ..............................................36 

    (2)  Customer Choice Aggregation Activities ..........................................................37 

    c)  Analysis of Historical Data ..........................................37 

    d)  Customer Choice Services Test Year Expectations .................................................................38 

    5.  Economic Development Services ............................................38 

    a)  Descriptions of the Economic Development Services Function .........................................................38 

    (1)  Project Management ........................................39 

    (2)  Business Development .....................................39 

    b)  Economic Development Services Base Year Operating Results .........................................................39 

    (1)  Project Management ........................................39 

    (2)  Business Development .....................................40 

    (3)  Ratepayer Impact Measurement (RIM) Test .......................................................42 

    (4)  Economic Benefit in California .......................43 

    c)  Analysis of Historical Data ..........................................43 

    d)  Economic Development Services Test Year Operating Expectations ................................................44 

    B.  Business Customer Division Recorded Cost Summary .......................44 

    C.  Test Year Expectations (FERC Account 908.600) ..............................46 

  • SCE-04: Customer Service Volume 03 - Customer Service and Information Delivery

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    1.  Determination of Test Year Estimating Methodology ............................................................................47 

    2.  Test Year Adjustments .............................................................47 

    a)  Account Management Services (Summary) ................48 

    b)  Economic Development Services (Summary) ...................................................................48 

    3.  Test Year Forecast ...................................................................48 

    D.  Business Customer Division Capital ...................................................49 

    1.  Introduction ..............................................................................49 

    2.  Structures and Improvements – Energy Education Centers (CCS-00-SI-BC-CT-00001 and CCS-00-SI- BC-AT-00001) .........................................................................49 

    a)  Energy Education Center – Irwindale ..........................50 

    b)  Energy Education Center – Tulare ...............................50 

    3.  Specialized

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