![]() ![]() ![]() "The Company’s proposed new bill format is the type of market innovation the Commission contemplated when it initiated natural gas competition in Georgia," Coweta-Fayette EMC Natural Gas argued.Ĭoweta-Fayette EMC Natural Gas said that the service quality standards did not contemplate the introduction of a new bill by a marketer and attendant increase in call volume. Implementation of the new bill format in all likelihood (due to increased call volume) will result in the Company not meeting the Call Center Standards in May and/or June," Coweta-Fayette EMC Natural Gas said.Ĭoweta-Fayette EMC Natural Gas said that the new bill, "has made numerous improvements some of which are to make it easier for consumers to understand the billing calculation, quickly access prior use history in a graphic display, conveniently group all Atlanta Gas Light data in one location on the bill and to clearly indicate the consumer’s rate plan and if applicable the fixed rate expiration date for the consumer." The vast majority will likely be complimentary, yet many consumers will ask our CSRs to spend time with them going over the new bill. "The Company is anticipating during the May 2011 to June 2011 Service Quality Measure reporting periods a significant increase in consumer calls with specific reference to the new bills. Implementation of the new billing format could cause Coweta-Fayette EMC to be in non-compliance a third time in a twelve month period, which would lead to a penalty payment, it said in its waiver request.Ĭoweta-Fayette EMC Natural Gas plans to introduce a new bill in the May 2011 billing cycle, meaning that consumers will be opening and noticing the new bill format during May through June. Coweta-Fayette EMC needs to know you have an outage here so a service crew can be dispatched.Coweta-Fayette EMC Natural Gas Seeks Waiver of Service Quality Metric to Implement New Gas BillĬompetitive gas marketer Coweta-Fayette EMC Natural Gas (EMC Natural Gas, Inc.) has petitioned the Georgia PSC for a waiver of the Service Quality Standards for Certificated Marketers relating to call center service levels, as it said that implementing a new, improved bill would likely lead to higher call center volume, potentially exposing Coweta-Fayette EMC Natural Gas to a penalty (Docket 15296-U).Ĭommission Rule 515-7-8-.03 sets a benchmark for Call Center Service Levels, under which 80% of all calls to a marketer's call center answered must be within 180 seconds of a request to speak with an agent, measured over one calendar month.Ĭoweta-Fayette EMC Natural Gas is currently following a remediation plan due to non-compliance of Service Quality Measures twice within a twelve month period. ![]() Sometimes, when your neighbors have power and you don’t, the problem is between your home or business and the service line from the transformer on the nearby utility pole. Line crews fix the remaining outages based on restoring power to the greatest number of members. This carries power to the utility poles or underground transformers outside houses or other buildings. ![]() The final supply line to a member’s home or business is called a tap line. When problems are fixed at this level, all members served by this distribution line could see the lights come on, as long as there is not another problem farther down the line. These lines are checked after the substations. Main distribution lines (we have over 5000 miles of them) carry electricity away from the substations. If the problem is a substation, work begins there because repair there may restore power to the largest number of people. When a major outage occurs, these are checked first to be sure the transmission system supplying power is not the problem. Coweta-Fayette EMC has 25 local distribution substations in its 860 square mile service area. The second priority is to restore the largest number of customers in the shortest period of time. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |