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of awareness, this localization initiative has also introduced
new staffing to the organization, which will be beneficial
for long term productivity.
• National Grid’s Customer Fulfillment organization recently
introduced three new field based representatives to
provide direct project management support for larger
commercial and industrial service requests. These new
Complex Connections Reps have been deployed to the
Merrimack Valley region, South Shore region and Central
region (Worcester) as of December 2013. The increased
field presence will enable face to face interactions with
trade partners to improve communications and overall
project responsiveness. Two additional field based reps
are targeted for funding in 2015.
• National Grid has re-introduced a preliminary design
support option. If a trade partner wishes to discuss
the preliminary aspects of providing service to a job
site before approved plans, completed loads, etc. are
available, an appointment with a National Grid design rep
can be made.
• Additional targeted improvements for electric in 2014
include internal process initiatives that will reduce service
cycle time and increased service delivery attainment
(improve design and construction commitments,
especially for larger service work). National Grid is also
beginning the process of designing a web-based self
service capability for trade partners to manage and track
service requests 24/7.
AND, ON THE GAS SIDE OF THE BUSINESS?
In 2013, the company invested $290 million in its Massachusetts
gas infrastructure, including replacing more than 160 miles of
gas mains, adding 30 miles of new mains and 7,500 new gas
customers, and performing significant resiliency work on 19
regulator stations. The following provides a brief overview of
some key changes that have been implemented or are currently
in development for gas distribution related service requests:
• National Grid recently staffed six new gas service
fulfillment field positions in MA to improve the overall gas
service request experience. These new representatives
will largely focus on meeting customers on-site to help
clarify and validate the projected service installation
parameters. The positions will be fully integrated into the
gas conversion process starting in April 2014.
• Gas service installation cycle time has been an on-going
challenge for National Grid as demand for new services
has grown along with other competing gas construction
demands. Process improvements across the lifecycle are
underway to target an average post-sale install time of
26 days for simple gas services. One example initiative
underway to help achieve this goal focuses on town
permit turnaround time. Today, several MA towns average
as much as 10 days to process permits. National Grid is
working with towns to utilize electronic permitting that can
significantly reduce these timeframes, which has already
proven successful in other National Grid jurisdictions.
• Communications in MA are also targeted for significant
enhancements in 2014. The company plans to establish
a new, easier to follow application package and assign
more internal personnel to provide town-by-town direct
accountability.
• Additional targeted improvements for gas service
fulfillment in 2014 include internal process initiatives for
gas meter sets, main extension requests, work package
quality, and sidewalk restoration. Similar to electric, gas is
also beginning the process of designing a web-based self
service capability for trade partners to manage and track
service requests.
National Grid
invested $172
million 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.
