METROPOLITAN EDISON COMPANY - Pennsylvania Public Utility ...

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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
FIRSTENERGY PENNSYLVANIA COMPANIESMANAGEMENT EFFICIENCY INVESTIGATIONSUMMARY OF JANUARY 2007 MANAGEMENT AUDIT RECOMMENDATIONS ANDSTAFF’S FOLLOW-UP FINDINGS, CONCLUSIONS, AND RECOMMENDATIONSPublic UtilityCommissionBureau of Audit’sPrior RecommendationsOriginallyTargetedCompletionDateMEIFindingNumberStaff’s Follow-upFindingsand ConclusionsAs of January 31, 2011Staff’sFollow-upRecommendationXI. CUSTOMER SERVICE (CONT.)- 15 -Reduce the number ofresidential and small businessbills not rendered once everybilling period. Steps shouldinclude: Develop reports thatidentify these accounts prior tothe bills being mailed to allowthe billing representatives toeither issue field work orders toobtain meter readings orcalculate bills based onestimated meter readings.February 2007 XI-2 The FE-PA Companies havesignificantly reduced thepercentage of residential andsmall business bills notrendered once every billingcycle.None.Reduce the number ofresidential meters not read insix and twelve months.December 2007 XI-3 The FE-PA Companies do notcompare favorably to otherPennsylvania EDCs regardingthe percentage of residentialmeters not read by companyor customer within 6 and 12months.Reduce the number of meters not read in6 and 12 months to achieve levelscomparable to that of the otherPennsylvania EDCs and strive forcompliance with Commission regulations.Exhibit II-1Page 10 of 12
Page 5: METROPOLITAN EDISON COMPANYPENNSYLV
Page 8 and 9: • Support Services• Human Resou
Page 10 and 11: • Developed and implemented forma
Page 12 and 13: FIRSTENERGY PENNSYLVANIA COMPANIESM
Page 24 and 25: III. AFFILIATE INTERESTSBackground
Page 26 and 27: In addition, subsidiary or related
Page 28 and 29: BWG recommended that a detailed, wr
Page 30 and 31: management. Other potential uses of
Page 32 and 33: IV. CORPORATE GOVERNANCEBackground
Page 34 and 35: V. FINANCIAL MANAGEMENTBackground -
Page 36 and 37: the internal audit was to determine
Page 38 and 39: Committee citing the internal contr
Page 40 and 41: VI. ELECTRIC RELIABILITYBackground
Page 42: Exhibit VI-1Metropolitan Edison Com
Page 45 and 46: provide additional details to the C
Page 47 and 48: Exhibit VI-6FirstEnergy Pennsylvani
Page 49 and 50: All three FE-PA Companies have had
Page 51 and 52: FirstEnergy is following the right
Page 53 and 54: Company, and The Toledo Edison Comp
Page 55 and 56: technicians. These strategies are u
Page 57 and 58: VIII. EMERGENCY PREPAREDNESSBackgro
Page 59 and 60: Routine periodic updating of the em
Page 61 and 62: Follow-up Finding and Conclusion No
Page 63 and 64: old excess inventory. Spare invento
Page 65 and 66: controls were automated. Moreover,
Page 67 and 68: Exhibit IX-6FE-PA CompaniesPercenta
Page 69 and 70: FE-PA Companies were unable to iden
Page 71 and 72:
Staff’s Follow-up Recommendation
Page 73 and 74:
Exhibit X-6Metropolitan Edison Comp
Page 75 and 76:
Prior Recommendation - Develop a co
Page 77 and 78:
Therefore, BWG suggested that First
Page 79 and 80:
XI. CUSTOMER SERVICEBackground - Th
Page 81 and 82:
Exhibit XI-2FE-PA CompaniesPercenta
Page 83 and 84:
Exhibit XI-5FE-PA Companies Compare
Page 85 and 86:
Exhibit XI-7FE-PA Companies Compare
Page 87 and 88:
Follow-up Finding and Conclusion No
Page 89 and 90:
uilding, in an effort to protect re
Page 91 and 92:
Companies would submit a supplement
Page 93 and 94:
3. The "four-fifths" rule (underuti
Page 95 and 96:
Met-Ed has female underutilization
Page 97 and 98:
Exhibit XII-4Page 1 of 2FirstEnergy
Page 99 and 100:
The number of years that FirstEnerg
Page 101 and 102:
FE-PA Companies do track purchases
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