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A
key aspect of National Grid’s corporate vision – which the
company calls “Elevate 2015” – is the desire to strengthen trust
in its service to customers, especially for trade allies (builders,
developers, electricians, plumbers, etc.) that regularly engage National
Grid for new gas or electric services.
Recent feedback in meetings with the members of the Home Builders
and Remodelers Association of Massachusetts has highlighted distinct
opportunities for improvement that support National Grid’s vision and
overall quest to improve customer responsiveness and service. To deliver
improvement, National Grid introduced a formal Process Excellence
(PEX) framework in mid-2013. This PEX framework includes permanent
staff dedicated to the areas of gas and electric service delivery. With
continued trade ally collaboration, National Grid will leverage its PEX
teams to create an environment of constant improvement that will
achieve the goals of Elevate 2015.
SO, WHAT’S UNDERWAY ON THE
ELECTRIC SIDE OF THE BUSINESS?
National Grid invested $172million to enhance the reliability of its electric
infrastructure in Massachusetts last year, which included replacing more
than 6,500 utility poles, 4,000 transformers and thousands of other pieces
of equipment around the state. The following provides a brief overview
of some key improvements that have been implemented or are currently
in development for electric distribution related service requests in MA:
• National Grid’s design organization (known as Distribution Design)
has recently eliminated an internal handoff between its field
based design representatives and its centralized support
personnel. For customer-sponsored work, all design work is now
localized in field offices to improve work design accuracy, cycle
time and overall customer responsiveness. This change has been
fully implemented in all National Grid regions of Massachusetts
except for its Western MA, Merrimack Valley and Somerset
franchise locations where union negotiations are in flight and
anticipated to be complete by end of summer 2014. As a point
Electric and Gas Service Fulfillment
at National Grid in Massachusetts
By Brian Schuster, Director of Customer Fulfillment at National Grid
National Grid’s ‘Elevate 2015’ Vision: “We’ll connect with our customers
today, and be trusted to help them meet their energy needs tomorrow.”
SPOTLIGHT:
