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Central Hudson Gas & Electric Corporation's Rebuttal Testimony on Customer Experience Panel's Direct Testimony

Strategic Insights

— 2 min read

The Customer Experience Panel (CEP) has submitted rebuttal testimony in response to Central Hudson Gas & Electric Corporation's (CHGE) direct testimony. The CEP has provided detailed answers to UIU information requests, highlighting the company's system integrator, Ernst & Young, and its past projects. The CEP has also proposed a roadmap for expanding Spanish customer support channels.

Key Takeaways:

  • The CEP provided a list of "core system conversions like a new CIS" that Ernst & Young has completed in the last five years, including a Midwest based energy company that went live in Q4 2015 and Q1 2016, and a Large Northeast based utility that is planned to go live in Q2 2023.
  • The CEP stated that the stabilization period discussed on page 13 of their direct testimony refers to the time required for Customer Service operations and Customer Service Representative proficiency to return to pre-SAP levels of service quality and performance.
  • In a sample of the system conversions by Ernst & Young, the stabilization periods ranged from 12 months to 24 months, depending on the client and project.
  • The CEP proposed several measures for evaluating customer experience, including customer satisfaction surveys and performance measures such as complaints per 100,000 customers and total at risk (electric and gas).
  • The CEP proposed a roadmap for expanding Spanish customer support channels, including enabling all web pages and web forms to be presented in Spanish, providing a Spanish version of the chatbot, and offering Spanish language functionality in the mobile app.
  • The CEP also identified several areas where research is being performed, including Spanish forms and letters, and Spanish customer bills.

Statistics:

  • 15 system conversions by Ernst & Young have been completed in the last five years, including 12 with stabilization periods from 12 months to 18 months.
  • Central Hudson Gas & Electric Corporation's current rate plan proposes a maximum of 45 complaints per 100,000 customers at a value of $5,265,000.
  • The proposed performance measures include:

+ Complaints per 100,000 customers: 1.0 but 1.1 = 10, $1,170,000; =1.1 but 1.2 = 15, $1,755,000

+ Total at risk (electric and gas): $3,000,000

+ Basis point value: $3 for gas, $82,300 for electric, and $117,000 combined

  • The roadmap for expanding Spanish customer support channels proposes the following target dates:

+ Spanish Website: Project being submitted 3/31/2021

+ Spanish Chatbot: Project being initiated 3/23/2021

+ Spanish Mobile App: Project being planned Q3 2021

+ Spanish Forms and Letters: Research being performed Q1 2022

+ Spanish Customer Bills: Research being performed Q1 2022

Sources:

  • Rebuttal Exhibit__ (CEP-1R)
  • Rebuttal Exhibit__ (CEP-2R)
  • Rebuttal Exhibit__ (CEP-3R)
  • Direct Testimony of the Customer Experience Panel
  • Central Hudson Gas & Electric Corporation's Direct Testimony
  • UIU Information Requests

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