Request Management System Overview & Education

1. Request Management System Overview & Education October 12, 2012 Russell Quattlebaumrquattlebaum@spp.com · 501.614.3520

2. Agenda • Business Problem & Approach • Customer Engagement Process • Request Management System • Keys to Success • Actions to Complete

3. Business Problem & Approach • Business Problem: • Customers have commented on surveys they do not consistently get timely and high-quality resolutions • SPP Staff experience confusion and frustration over who is responsible for which customer engagement activities • Approach: • Formalize an engagement process and implement a tool to automate as much of the process as possible • Establish central points of contact to manage requests and engage subject matter experts

4. Acknowledge Request Customer Care & Engagement Process Settlement Disputes Customer Inquiry Joint WG Action Item Workstream Inquiry

5. Submitting Request

6. SPP’s Customer Care & Engagement Process Workstream Inquiry • Acknowledge Request • Request Submitter gets immediate notification that Request was received and assigned • Request states Service Level Agreement (SLA) in place: • 1 day for acknowledgement • 5 days for resolution, or restatement of expectation if beyond 5 days

7. E-mail Received by Submitter

8. SPP’s Customer Care & Engagement Process Workstream Inquiry • Assign Request: • Auto-assigned when ‘Quick Pick’ is utilized • CPOC (Central Point of Contact) determines path to resolution • Research / Respond • Assign to SME • Schedule internal meeting • Consult governing documents • Involve Customer Relations

9. CPOC View of Ticket upon Submission & Assignment

10. CPOC’s Options on Ticket

11. SPP’s Customer Care & Engagement Process Workstream Inquiry • Determine Response • CPOC may pick from list of Tasks, or create Tasks • Any assignee may engage Customer Relations when: • Response requires participation of multiple departments/teams • Response requires facilitation of multiple perspectives • Response impacts customer relationship with SPP • CPOC validates response

12. Assignment of Task(s) by CPOC

13. Example of CPOC-assigned Task to SME

14. E-mail Notification to SME with assigned Task . . . and Notification on RMS Home Page

15. Task worked by Assigned SME and Task is Completed √

16. SPP’s Customer Care & Engagement Process Workstream Inquiry • Determine Response, cont. • Any assignee may escalate the request when: • Resolution will take longer than the SLA • Resolution will require higher-level of consideration / approval • Urgency of Request due to looming deadline

17. SPP’s Customer Care & Engagement Process Workstream Inquiry • Fulfill Request • Assignee documents resolution of Request and sends ‘public’ note to submitter • ‘Solution’ includes directions for re-opening request if not satisfied with resolution • Assignees document Labor Hours in ticket

18. Closing the Request

19. Document & Communicate Solution

20. Document & Communicate Solution

21. Keys to Success

22. Keys to Success, cont.

23. Actions to Complete Link: https://spprms.issuetrak.com/test Your User ID = Your SPP e-mail address Password = Welcome01

24. Acknowledge Request Customer Care & Engagement Process Settlement Disputes Customer Inquiry Joint WG Action Item Workstream Inquiry