Improving Customer Service

Transcription

1 May 2013 In this issue Improving customer service: Navigating the transmission process Connecting with AltaLink a customer s perspective Direct connecting customer survey Feature stories An update on industry initiatives AltaLink updates Updates on SATR, Fidler, WATL and more Contact us Improving Customer Service Navigating the transmission process Connecting to Alberta s electricity transmission grid can be overwhelming for those new to the process. Even some seasoned customers find the funding and process requirements bewildering. Citing AltaLink s expertise in managing the connection process, customers like you have asked us to explain the complex relationships, timelines, financing obligations and choices related to the connection process; and for advice on making the process more efficient. In response, AltaLink created a presentation called Navigating the Connection Process, containing information, examples and tips to inform, encourage and prepare your organization as you enter the connection process. We cover the entire process, including steps you can take to minimize the time to energization. In our experience, this preparation, along with understanding the choices you can make, and setting appropriate expectations at the project s conception contributes to a more efficient process and successful outcome. The presentation introduces you to the participants in the Alberta electricity industry, their specific roles and who you need to connect with at the start of your projects. As well, AltaLink provides you with an understanding of the financial aspects and obligations associated with a connection project. We take this opportunity to break down the different

2 responsibilities for each of the participants and help you understand the necessity of adhering to the timelines around customer contributions and how that can ultimately affect your required in service date. We take you through the Alberta Electric System Operator (AESO) process and timelines and illustrate how AltaLink s internal process is aligned with the AESO to promote success. The presentation also outlines risks and ways to mitigate them, and possibly escalate the process, by encouraging you to be an active participant in the development of your project. We discuss what options you have at the beginning of the process and illustrate the advantage of using AltaLink as your consultant of choice throughout, demonstrating the value of continuity from inception to completion. We ve had the opportunity to workshop this material with a few new customers and received a positive response. Dan Reid from Toyo Engineering stated. We felt your presentation to be extremely informative to the process. A benefit gained was knowing the need to contact AESO. AltaLink is working to be recognized as a customer-focused industry leader and we look forward to sharing our experience and understanding of the process with you, our customer. To arrange your own overview of AltaLink s Navigating the Connection Process, please Lisa Mazur at customerservice@altalink.ca. Connecting with AltaLink a customer s perspective At AltaLink, we work to meet our objective of being the Transmission Facility Operator (TFO) of choice in the increasingly competitive market in Alberta and beyond. We look at our relationships with our current customers as an invaluable source of feedback on how we can evolve our service offerings for existing and new customers. Pablo Argenal, Vice President, Transmission and Regulatory for Greengate Power Corporation, recently offered his company s perspective on working with AltaLink on Blackspring Ridge, a major wind farm project. Pablo, with more than two decades in the transmission industry, spoke about AltaLink s increasingly customer focused direction and how it has positively impacted his outlook on working with AltaLink. He was impressed by our ability and willingness to break down the project s financial profile to help assist in Greengate s development strategy; ultimately supporting the sale of their project and working with the new owners to ensure a successful transition. Pablo states that AltaLink went outside our normal course of action to support both an existing and new customer with their needs. I found myself appreciating a new AltaLink with a determined customer focused spirit, said Pablo. I appreciated the instructive and educational tone of the interconnection/altalink process and the display of determination when speaking on issues relating to schedule, cost and cost adders. AltaLink was both firm and fair and therefore inspired confidence in all parties present. Pablo likened AltaLink s customer service effort to having a customer advocate behind the firewall. He respected that we took time to understand his needs as a developer and address May

3 the financial requirements that best suited his business needs and limitations. He valued our collaborative efforts to work with Greengate and their contractors and our openness in sharing information with customers and stakeholders. Pablo was very impressed with the involvement from all levels in AltaLink, including front line staff, management and regulatory. He believes our cumulative efforts assisted in Greengate s recent success. I have seen, experienced and appreciated the new AltaLink in the areas of customer service, engineering management and regulatory, said Pablo. Given we are all finding a professional, collaborative and entrepreneurial stride, this is all about what s to come. Direct connecting customer survey AltaLink continues to collect feedback from customers at key stages of the AESO connection process. In Q4 2012, as part of our overall customer focus strategy, we updated and improved these Direct Connecting Customer project surveys. Key changes we made include: updated questions more relevant and actionable added survey at Energization stage key milestone for customer, in addition to the 3 current surveys at Connection Proposal, Proposal to Provide Service (PPS), and after Final Costs added Recommend question - move towards Net Promoter best practice moved from 5 point scale to 11 point scale increased effectiveness and consistency with other segment surveys and allows for loyalty measure The loyalty (Net Promoter ) concept is an important measure in AltaLink s customer strategy and represents a best practice regarding customer satisfaction and loyalty. Our goal is to create compelling customer experiences that encourage customers to identify us as the TFO of choice and recommend us to others. We re doing more than just gauging satisfaction, we are asking how likely customers are to recommend us to an industry or work colleague. During 2012, we completed fewer customer surveys than in 2011, as fewer projects passed through the four points of the AESO connection process where we survey. However the overall themes resulting from the surveys have remained consistent year over year. High satisfaction ratings (>80%) on most questions, specifically AltaLink s involvement and support, meeting commitments and overall customer service Lower levels of satisfaction with the AESO process overall, particularly the length of time to navigate the process Improvement opportunities in providing project close-out and final costs in a timely manner Specific issues with completing the Connection Proposal on some Fortis projects We have dedicated significant resources and time working with the AESO and industry stakeholders on the overall connection process (see Industry Initiatives Update in this issue). Specifically, AltaLink has partnered with the AESO and Alberta Energy on improvement initiatives to reduce cycle time, minimize cost and improve overall customer satisfaction. May

4 Feature stories Industry initiatives improve interconnection processes and offer choice Alberta Energy and the AESO have launched initiatives intended to review and update processes for connecting to Alberta s electricity grid. AltaLink has been very active in these initiatives, and has partnered directly with the AESO to develop and implement some specific cycle time reduction initiatives. These are at various stages and we want to update you on their progress. 1. Alberta Energy Transmission Connection Process Review In response to transmission customer concerns, Alberta Energy led an industry review of the Transmission Connection Process in Q The objective of the review is to reduce cycle time for transmission connections by four months and reduce connection cost. On March 26, 2013, Alberta Energy released the results of the review, which include eight draft proposals on the following topics: Expand use of AUC Letter of Enquiry application process Establish DFO agreement framework Streamline consultation Enable combined power plan applications Streamline need application process Streamline facility applications process Transmission cost management Establish market participant choice (see #3 below) Alberta Energy will make policy decisions on which options will proceed in July and August and are expected to complete regulation amendments in Q Operational implementation is targeted for mid AESO Connection Process - innovation workshop summary and recommendations In October 2012, the AESO hosted an Innovation Workshop to gather ideas from industry regarding improvements to the connection process. AltaLink participated in the workshop, which generated many ideas for improving cycle time and making the process more efficient and flexible. The AESO is planning the following actions as a result of the workshop: Implementation of new connection process targets to reflect different types of project complexity Enhanced reporting and distribution of performance metrics Hosting of education sessions Formation of a working groups to explore changes to: May

5 - roles and responsibilities - processes for less complex projects - the change proposal process - creation of an assessment tool to measure regulatory risk on customer connection projects for use at Stage 0, 2 and filing. The AESO announced a cycle time goal of 24 months for greenfield facilities and 20 months for work within an existing substation. 3. Market participant choice Alberta Energy is leading a cross-industry team exploring Market Participant Choice. Customers have asked for the flexibility to build their own transmission connection facilities as a way to control project cost and schedule. The concept being developed would allow a customer to build connection facilities and then transfer them to the TFO at energization. AltaLink is participating with industry to help enable this choice for customers. Five work streams have been established to explore, establish and update processes to enable Market Participant Choice in Alberta and AltaLink is represented in all five. The five work streams include: Term Sheet/Transfer Agreement Operating Agreement AESO Connection Process changes Policy & Enabling Legislation Evaluation Metrics If all work streams are successfully completed by June, Market Participant Choice will be implemented later in 2013 after regulatory changes are made. In parallel with these government and agency led initiatives, AltaLink has also been working toward improving our customers experience with the interconnection process Last fall, a small team of AESO and AltaLink managers engaged in the customer in connection process identified a short list of opportunities to drive overall cycle time reduction through quick win opportunities. Four were identified, and each has a working team: Early stage project visibility reducing the time from customer application to Connection Study Scope sign-off Facility Application to Construction Start advancing customer project activities during the six month time period while awaiting AUC Permit and Licence receipt Reduction of handoffs identifying ways to reduce the more than 40 handoffs Connection Process Flexibility developing expedited processes to reduce cycle time for simpler projects involving existing substations. Complementary to this participation with industry partners, AltaLink began piloting alternative service options for Direct Connect Customers last August. Starting this summer, other customers with new projects will be invited into the expanded pilot. AltaLink s new service May

6 offer engages significantly more customer involvement to influence the initial connection scoping, environmental and siting strategy and execution planning. The new service is targeted to experienced customers who are willing to take the risk of advancing project planning in parallel to the AESO connection process, in order to minimize the overall project schedule. Details will be made available to all customers through workshops to be scheduled in September, and upcoming announcements. AltaLink project updates Northern Alberta Christina Lake Area Transmission Development AltaLink s proposed Christina Lake Area Transmission Development will upgrade the transmission system in the Conklin and Lac La Biche areas to meet increasing industrial demand for electricity. The development includes the Black Spruce Switching Station Interconnection, Pike Substation and Transmission Line and Ipiatik Lake Substation and Transmission Lines projects. The Alberta Utilities Commission (AUC) approved our application for the Black Spruce project in December 2012 for construction. We submitted an application to the AUC for the Pike project in January 2013 and for the Ipiatik Lake project in March Black Spruce started construction in early January 2013 with completion and energization expected in July Central Alberta Western Alberta Transmission Line Construction of the Western Alberta Transmission Line began in January. AltaLink expects construction will take about two years to complete and the line will be in service in the spring of The 350-kilometre direct current transmission line will connect the Genesee and Langdon regions and will improve reliability, reduce wasted energy and ensure Albertans have access to the lowest-priced supply. Southern Alberta Southern Alberta Transmission Reinforcement The Southern Alberta Transmission Reinforcement (SATR) includes many proposed projects in southern Alberta that will provide Albertans with access to new wind-generated power. Many of these projects are wrapping up consultation and facilities applications are being prepared to submit to the AUC. AltaLink filed a facilities application for the Medicine Hat 138 kv Transmission Project in December The Picture Butte to Eztikom Coulee and Etzikom Coulee to Whitla transmission projects are nearing the end of public consultation and facilities applications will be submitted in summer An application for Goose Lake to Etzikom Coulee Transmission Project, which is entering the final round of public consultation, will be filed in fall May

7 Construction of the Cassils-Bowmanton-Whitla projects began in summer of 2011 and is expected to be complete in spring of Fidler Substation and Transmission Line On May 10, the AUC approved the construction of the new Fidler Substation and Transmission Line project. This project, located near Pincher Creek, includes the construction of a substation, a new double-circuit 240 kv transmission line, two new 138 kv transmission lines and modifications to the existing 138 kv transmission line. Construction of the Fidler substation is scheduled to begin in June 2013 and is expected to be completed in April For more information about these and other AltaLink projects, please visit our website. Contact Us Have a question, comment or a story idea for our newsletter? We d love to hear from you! customerservice@altalink.ca May