Gillian Wright, Director, Customer Programs & Assistance 26th Annual E Source Forum Presentation

1. SOCALGAS®
ENERGY-EFFICIENCY PROGRAM PROCESS MAPPING
26th Annual E Source Forum
September 17–20, 2013

2. Welcome & Introduction
Gillian Wright
Director, Customer Programs
The Southern California Gas Company
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3. The Southern California Gas Company
The company’s service territory encompasses over 20,000 square miles of diverse terrain throughout
Central and Southern California, from Visalia to the Mexican border.
Our commitment to provide customers with world-class service has been the key to our longevity and
success. Our motto, “Glad to be of service,” reflects this spirit.
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4. Process Mapping
Topics to discuss:
• Why Process Map?
• Can Process Mapping Help
You?
• The Gas Company’s
Experience
• Conclusion / Summary
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5. Why Process Map???
» Gives you an overall view of a process from start to finish
» Determine if all steps are necessary
» Combine redundant steps
» Combine duplicate steps or eliminate nonessential steps
» May find a better way to do things
» Keep customers more satisfied
» Keeps your staff happy and helps them be effective
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6. The Gas Company Experience
2010 – 2012 Program Cycle
» New cycle, new changes
» Combine separate and distinct EE programs that all required custom
energy-savings calculations into 1 new Calculated Incentive Program
» Each program had:




Specific rules
Specific requirements
Specific forms
Specific time windows
» We had to structure the new Calculated Incentive Program so that we
had one application process and one project payment process
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7. Calculated Incentive Application Process –
Prior to Mapping
»
»
»
»
15 + steps
3 wet signatures
Multiple AE visits
Numerous application
handoffs
» Very complicated &
time consuming
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8. Reasons for Mapping
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3.
4.
AEs and customers said our process was difficult
Too many handoffs
Too many signatures
Our process delayed projects
By mapping our application process, we could:
» Actually see what the process was from start to finish
» Did we have redundant steps
» Could we combine or streamline steps
» Can we streamline and COESC (cover our energy
savings claims)
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9. Calculated Incentive Application –
Mapping Process
We got all interested parties in a room for two days
» AEs
» Programs
» Policy
» Regulatory
» We laid out each step and asked, “Why do we
have this step?”
» From a policy / procedure perspective, do we
really need this step?
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10. Calculated Incentive Program Process
Post-Mapping
» 6 steps start to finish
» Wet or electronic
signature
» One final document
submission
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11. Process-Mapping Results
 Went from 15+ steps to 5+ steps
 AEs could focus on project development
 Customers were much happier
 Much less paperwork
 Covered from a regulatory audit
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12. Conclusion
 Process mapping can be very beneficial for your
programs or processes. It can:
 Mitigate or eliminate delays caused by a poor design
or “Band-Aid” approach
 More customer friendly – higher satisfaction
 Better use of people’s time
 Staff can be more effective
 Reduced processing burden on everyone
 You are “covered” (regulatory / policy perspective)
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13. Questions??
Thank you
Gillian Wright
Director, Customer
Programs and Assistance
The Southern California
Gas Company
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