Customer Field Service Utilization Round Table

Part of the SGA Operating Conference 2007

July 30-August 1, 2007

Hyatt Riverwalk Hotel - San Antonio

 

Chairmen

• Tim Gilbert, Operations Manager, Atmos Energy (tim.gilbert@atmosenergy.com)
• Butch Wolfe, Operations Manager-Service, PSNC, a SCANA Co. (mwolfe@scana.com)

 

This is your meeting! Weigh in with the Round Table Chairmen to offer suggested topics for discussion.

Vendor Participation: Parts of this session may be open to vendors. Please check the sign outside this sessions meeting room for a "Open to Vendors" sign. Or check with the Chairs (listed above) for more details.

 

More details about this Conference (and to register):

SGA Operating Conference with Exhibits Web Page

 

Discussion Topics and Presentations will Focus On:

• Safety

  • Safety Incentive Programs
  • PPE
  • Vehicle Accidents/Policies
  • Safety-Hours of Work
  • Personal Injuries

   

• Workforce Development (WFD)

 

• Knowledge Sharing / Mentoring
• Aging Workforce
• Workforce Retention
• Performance Matrix
• Staffing Models
• Benchmarking
• Managing a Multi Generational Workforce
• Developing Multi Gen Workforce - Presentation

 

• Leak Investigation/Emergency Response
  

 

• Leak Investigation—New technologies and equipment
• Contractors vs. Employee for Leak Response/Repair
• Mass Outage Process
• Standardizing Grading Leaks
• CO Investigations, Equipment, and Policies
• Sharing Resources / Mutual Aid / Disaster Planning
• Warning/Danger Tags
• Incident Command
• Portable Command Center

 

• Service Levels

 

• Customer Service Levels
• Call b4 going (30 min; 1 hr; 1 day) Automated Call b4 reminders
• Centralized vs. Decentralized Dispatching
• Same Day Scheduling
• Varying Shifts to Meet Customer Demands
• Score Cards-What Do You Measure?
• Scheduling / Planning
• Tracking Service Standards (Rate Cases)
• Pay Stations (Kiosk vs.         Business Office)
• Propane-N.G. Conversions
• Electric Service Cards/Service Card Imaging

 

 

• Technology

 

• Laptops
• Software Integration
• Mobile GIS
• Customer Accessing Status of Orders and Scheduling Orders Online
• Route Optimization
• Meter Reading
• Service
• AMR
• Two way GPS & Integration Cost Benefit Analysis
• GPS Phones

 

• Policies and Procedures

 

• Light-Up Policies—State Regulations
• Meter On to the Outlet Valve
• OQ Programs
• Municipal Inspections
• Atmospheric Corrosion
• Meter/Service Line Upgrades
• Vendor Managed Inventory
• Customer Buried Pipe Notification/Inspection
• Kitting Materials

 

• Industry Issues

 

• Customer Retention/Consumption Loss
• CSST Gas Piping/2lbs Delivery Systems
• Outsourcing
• Building Codes Not Gas Friendly
• Excess Flow Valves (EFV’s)
• Customer Diversity

 

• Meter Issues

 

• Inaccessible Meters
• Standardized Meter Sets (Commercial & Residential)
• Meter Regulator Sizing
• Large Capacity Meter Sets
• Underground Meters
• Meter Sampling
• Statistical vs. Age
• Shared State Programs
• Meter Shop Repair

 

• Third Party Damage

• Line Locations
• Root Cause Analysis
• Communication Plans
• Evacuation
• TPD Billing/Rates
• PA-1162

 

 

 

The Customer Field Service Utilization Interest Group Steering Committee surveyed the Interest Group to measure interest in a range of topics for this meeting. View the summary.

 

More information about the Customer Field Service Utilization Interest Group

 

 

Questions?

Mike Grubb

Southern Gas Association

mgrubb@southerngas.org

972-620-4022

.

 

 

This page updated: July 13, 2007