METROPOLITAN EDISON COMPANY - Pennsylvania Public Utility ...

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Exhibit X-10FE-PA CompaniesOSHA Incidence Rate Goals/Actual2007 – June 30, 2010YearTarget Stretch Met-Ed Penn Power PenelecGoal Goal Actual Actual Actual2007 1.70 1.20 1.51 0.00 1.012008 1.62 1.24 3.33 3.68 1.062009 1.41 1.12 2.02 1.46 0.932010* 1.16 0.97 1.43 1.95 1.57* Through June 30, 2010Source: Data Request No. HR-32, Corporate Safety ReportsThe United States Department of Labor, Bureau of Labor Statistics (BLS) tracksIncidence Rates by industry and establishment employment size. Incidence rates showthe relative level of injuries and illnesses among different industries, firms, or operationswithin a single firm. Because a common base and a specific period of time areinvolved, these rates can help identify both problem areas and progress in preventingwork related injuries and illnesses. The OSHA Incidence Rate for the Utilities Industrysector in 2009 was 3.3. In 2009, all three FE-PA Companies’ Incidence Rates werebelow the OSHA Utilities Industry sector average. However, as mentioned above, theFE-PA Companies have not consistently met their own target and stretch IncidenceRate goals.Staff’s Follow-up Recommendation – Strive to consistently achieve IncidenceRate goals by continuing to provide and improve effective safety training for allemployees.- 72 -
XI. CUSTOMER SERVICEBackground - The Stratified Management and Operations Audit of Metropolitan EdisonCompany (Met-Ed), Pennsylvania Electric Company (Penelec), and PennsylvaniaPower Company (Penn Power) (collectively referred to as the FirstEnergy PennsylvaniaCompanies or FE-PA Companies) conducted by the consulting firmBarrington-Wellesley Group, Inc. (BWG), released by the Pennsylvania Public UtilityCommission (PUC or Commission) on March 1, 2007 at D-05MGT002, D-05MGT003and D-05MGT004, contained ten recommendations in the Customer Service chapter.BWG rated this functional area as needing moderate improvement. In this chapter, fiveprior recommendations and prior situations are reviewed and five follow-up findings andfour recommendations are presented.Prior Recommendation – Improve customer call center performance in order toachieve the goal set in the Pennsylvania Reliability Settlement Agreement for the yearending December 31, 2005; i.e., answer 80% of customer calls within 30 seconds.Prior Situation – At its public meeting of November 4, 2004, at Docket NumberI-00040102, the Commission approved the Settlement Agreement in which the FE-PACompanies agreed to a set of commitments that were directed toward improving theservice reliability of the FE-PA Companies. The FE-PA Companies committed to takeappropriate steps to answer 80% of calls to its customer call center within 30 secondsfor the year ending December 31, 2005. The FE-PA Companies answered only 64% ofcustomer calls within 30 seconds during 2005. A higher than expected call volume,introduction of an upgrade to the voice response system and longer call durations inorder to accommodate a change in call handling procedures contributed to the FE-PACompanies failure to achieve the Settlement Agreement requirement.Follow-up Finding and Conclusion No. XI-1 – The FE-PA Companies’ percentageof calls answered within 30 seconds needs to be improved.FirstEnergy Corp. (FirstEnergy) uses three call centers to receive customer calls,one which is operated by FirstEnergy and two which are contract operations. TheReading, PA Contact Center operated by FirstEnergy handles customer service relatedcalls such as reporting an outage, a request to start or stop service, billing relatedinquiries, and other general questions related to electric service. The other call centers,one operated by Out-Sourcing, Inc. (OSI) and the other operated by National CollectionOffice (NCO) after its merger with OSI, handle the incoming credit related calls forFirstEnergy’s active Pennsylvania customers.A comparison of the percentage of calls answered within 30 seconds by theFE-PA Companies and a panel of other Pennsylvania electric distribution companies(EDCs) for the years 2005 through 2009 is summarized on Exhibit XI-1. As shown inExhibit XI-1, although the FE-PA Companies’ percentage of calls answered within 30seconds increased from 64% in 2005 to 80% in 2006, it subsequently declined to 78%in 2009. The percentage of calls answered within 30 seconds for the panel of other- 73 -
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METROPOLITAN EDISON COMPANYPENNSYLV
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• Support Services• Human Resou
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• Developed and implemented forma
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FIRSTENERGY PENNSYLVANIA COMPANIESM
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III. AFFILIATE INTERESTSBackground
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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: Therefore, BWG suggested that First
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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