METROPOLITAN EDISON COMPANY - Pennsylvania Public Utility ...

FIRSTENERGY PENNSYLVANIA COMPANIESMANAGEMENT EFFICIENCY INVESTIGATIONSUMMARY OF JANUARY 2007 MANAGEMENT AUDIT RECOMMENDATIONS ANDSTAFF’S FOLLOW-UP FINDINGS, CONCLUSIONS, AND RECOMMENDATIONSPublic Utility CommissionBureau of Audit’sPrior RecommendationsOriginallyTargetedCompletionDateMEIFindingNumberStaff’s Follow-upFindingsand ConclusionsAs of January 31, 2011Staff’sFollow-upRecommendationX. HUMAN RESOURCES (CONT.)- 14 -Develop a more consistent andeffective approach to safetytraining.February 2007 X-4 FirstEnergy is taking a proactiveapproach to safety training, andis consistently and effectivelyproviding safety training to allemployees; nevertheless, theFE-PA Companies have notconsistently met theirOccupational Safety and HealthAdministration (OSHA) IncidenceRate goals.Strive to consistently achieveIncidence Rate goals by continuingto provide and improve effectivesafety training for all employees.XI. CUSTOMER SERVICEImprove customer call centerperformance in order to achievethe goal set in the PennsylvaniaReliability Settlement Agreementfor the year ending December 31,2005; i.e., answer 80% ofcustomer calls within 30 seconds.December 2006 XI-1 The FE-PA Companies’percentage of calls answeredwithin 30 seconds needs to beimproved.Strive to answer at least 80% ofcalls within 30 seconds by fullyleveraging the technologyinvestments made at the ReadingContact Center.Exhibit II-1Page 9 of 12