SAN DIEGO, Oct. 18 /PRNewswire/ -- Last night, PA Consulting Group, the
management, systems and technology consultancy, announced the winners of
its annual ReliabilityOne(TM) and ServiceOne Awards at a reception in San
Diego, CA. The ReliabilityOne(TM) Awards are given annually to utilities
that have excelled in delivering reliable electric service to their
customers, while the ServiceOne Awards are based on a set of criteria that
covers nearly all the functional areas within customer service operations
typical for a North American utility.
For the first time, Kansas City Power & Light (KCP&L), was the
recipient of the National Reliability Excellence Award. KCP&L, a subsidiary
of Great Plains Energy, Inc. is a leading regulated provider of electricity
and energy-related products and services in the Midwest, serving more then
505,000 customers in Missouri and Kansas. They were also the recipients of
the ReliabilityOne(TM) Award for the Plains Region.
Regional award winners also included:
-- Public Service Electric & Gas, a regulated utility delivering electric
service to 2.1 million customers and gas service to 1.7 million
customers throughout New Jersey, was the recipient of the
ReliabilityOne(TM) Award in the Mid-Atlantic Region.
-- We Energies, which serves 2.4 million electric, natural gas, water, and
steam customers in portions of Wisconsin and Michigan, was the
recipient of the ReliabilityOne(TM) Award for the Midwest Region.
-- Orlando Utilities Commission, a municipally owned public utility
providing electric and water services to more than 196,000 customers in
Orlando, St. Cloud and parts of unincorporated Orange and Osceola
counties, was the recipient of the ReliabilityOne(TM) Award for the
-- San Diego Gas & Electric, a Sempra Energy utility serving 3.4 million
consumers in San Diego and southern Orange counties, was the recipient
of the ReliabilityOne(TM) Award in the West Region.
-- Roseville Electric, based in Roseville, CA, a suburb of Sacramento, was
the recipient of the Community Utility ReliabilityOne(TM) Award. This
award is given to a utility that primarily serves a single community of
fewer than 250,000 customers.
"We have an outstanding group of recipients from across the country,"
said Jeff Lewis, PA's ReliabilityOne(TM) Program Director. "Each utility
distinguished itself for its commitment to delivering outstanding
reliability to customers and the overall 2006 performance is among the best
I've seen since we began the program more than six years ago. The utility
companies and regulators have really sharpened their focus on reliability
and it has driven industry performance."
The ReliabilityOne(TM) Award is given annually to utilities that have
excelled in delivering reliable electric service to their customers. All
utilities operating electric delivery networks in North America are
eligible for consideration for the ReliabilityOne(TM) Award. Selection of
provisional recipients is based primarily on system reliability statistics
that measure the frequency and duration of customer outages. After
provisional recipients are selected, each company undergoes an on-site
certification process, which provides an independent review of the
policies, processes and systems used to collect, analyze and report a
company's reliability results.
PA also recognized those utilities that excel in the area of customer
service and care with the presentation of the ServiceOne awards. The 2007
ServiceOne award recipients were:
-- San Diego Gas & Electric
-- Florida Power & Light, which serves 4.4 million customers throughout
-- NorthWestern Energy, an electricity and natural gas utility that serves
customers in Montana, South Dakota and Nebraska
"Across the electric utility industry, companies operate under a
diverse set of circumstances that present obstacles in the form economic
conditions, customer demographics, and regulatory requirements," said Mike
Hormell, PA's ServiceOne Program Director. "The organizations honored this
evening recognize that the road to top performance requires the development
of custom solutions that target the specific needs and preferences of their
The ServiceOne Award is based on a set of criteria that covers nearly
all the functional areas within customer service operations typical for a
North American utility. These functional areas include the contact center,
billing, payment, revenue protection, credit and collections, meter reading
and safety. Utilities that participate in PA Consulting Group's annual
Polaris performance benchmarking program are considered for a ServiceOne
award. While PA administers the program, an advisory committee consisting
of members within the Polaris program provides advice regarding its content
PA also recognized several members of the Polaris program who have
demonstrated a pro-active approach to identifying opportunities for
improvement, recommending solutions to difficult questions, and shaping
program content to best represent the interests of the broader Polaris
panel of companies. The honorees were:
-- Polaris Customer Service Program 2007 Outstanding Contributor: Denise
Diaab, Southern California Edison
-- Polaris Transmission & Distribution Program 2007 Outstanding
Contributor -- Transmission: Mike Pakeltis, CenterPoint Energy
-- Polaris Transmission & Distribution Program 2007 Outstanding
Contributor -- Distribution: Dave Carter, We Energies
About PA Consulting Group
At PA Consulting Group, we transform the performance of organisations,
providing clients with innovative solutions, a highly responsive approach,
and delivery of hard results. We are an independent, employee-owned, global
firm of 3,000 talented individuals, operating from offices across the
world, in Europe, North America, Latin America, Asia and Oceania. We have
deep expertise across key industries and government, and a unique breadth
of skills from strategy to IT to HR to applied technology.
About PA's Polaris program
PA's Polaris program is a comprehensive discovery process into a
utility's business operations. The program, consisting of a general review
of organization practices, in addition to a focus on Transmission and
Distribution and/or Customer Service, focuses on this discovery process by
taking an inventory of the strengths and opportunities of a utility.
Our benchmarking program includes a review of asset management
strategy, business process mapping, and cost analysis. In addition, a focus
exists on customer satisfaction, expenses review, health and safety review
and analysis of the regulatory environment. The concepts of shareholder
value and training are also included.
Since 1989, PA has benchmarked operational trends across 250
utility-operating companies nation wide.
SOURCE PA Consulting Group