METROPOLITAN EDISON COMPANY - Pennsylvania Public Utility ...

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Exhibit XI-3FE-PA Companies Compared to a Panel of Pennsylvania EDCsPercentage of Residential and Small Business BillsNot Rendered Once Every Billing Period2004Company Residential Small BusinessDuquesne .00% .00%PECO .00 .00UGI-Electric .00 .01Allegheny Power .01 .05PPL .01 .01Met-Ed .02 .07Penelec .01 .05Penn Power .02 .09Source: Exhibit XII-3 of January 2007 Stratified Management & Operations AuditFollow-up Finding and Conclusion No. XI-2 – The FE-PA Companies havesignificantly reduced the percentage of residential and small business bills notrendered once every billing cycle.The FE-PA Companies should be striving to reduce their number of residentialand small business bills not rendered once every billing period to better align with theperformance of the other Pennsylvania EDCs. The percentage of residential and smallbusiness bills not rendered once every billing period for each of the FE-PA Companiescompared to a panel of Pennsylvania EDCs for the years 2005 through 2009 is shownin Exhibits XI-4 and XI-5, respectively.Exhibit XI-4FE-PA Companies Compared to a Panel of Pennsylvania EDCsPercentage of Residential Bills NotRendered Once Every Billing Period2005-2009Company 2005 2006 2007 2008 2009Allegheny Power .01% .00% .01% .00% .00%Duquesne Light .00% .00% .00% .00% .00%PECO .00% .00% .01% .00% .00%PPL .00% .00% .00% .01% .01%UGI .00% .00% .01% .01% .00%Panel Average .00% .00% .01% .00% .00%Met-Ed .01% .00% .00% .00% .00%Penelec .01% .00% .00% .01% .00%Penn Power .01% .00% .01% .00% .00%Source: BCS 2007-2009 Customer Service Performance Reports- 76 -
Exhibit XI-5FE-PA Companies Compared to a Panel of Pennsylvania EDCsPercentage of Small Business Bills NotRendered Once Every Billing Period2005-2009Company 2005 2006 2007 2008 2009Allegheny Power .04% .01% .02% .02% .01%Duquesne Light .00% .00% .00% .00% .00%PECO .00% .04% .05% .03% .00%PPL .03% .02% .02% .03% .02%UGI .00% .00% .01% .01% .00%Panel Average .01% .01% .02% .02% .01%Met-Ed .02% .04% .02% .01% .00%Penelec .02% .01% .01% .01% .00%Penn Power .03% .02% .02% .01% .00%Source: BCS 2007-2009 Customer Service Performance ReportsFirstEnergy has made improvements to reduce the number of residential andsmall business bills not rendered once every billing period. In 2003, FirstEnergy beganusing SAP, AG (SAP) software, and ongoing improvements to the SAP systems sincethat time have helped to reduce the number or residential and small business bills notrendered once every billing period. FirstEnergy has also helped to reduce the numberof bills not rendered once every billing period by cross training employees. This hasreduced the number of “specialized” employees. It also enables the completion ofprioritized tasks first by having more employees able to complete the task. As of 2009,the FE-PA Companies are now in line with the other Pennsylvania EDCs in terms of thenumber of bills not rendered once every billing period.Staff’s Follow-up Recommendation – None.Prior Recommendation – Reduce the number of residential meters not read in six andtwelve months.Prior Situation – Compared to other Pennsylvania EDCs, the FE-PA Companies didnot rank favorably with regard to timeliness of meter reading based on the PUC 2004Customer Service Performance Report. The FE-PA Companies generally had a higherpercentage of residential meters not read in 6 and 12 months than a panel ofPennsylvania EDCs. The percentage of residential meters not read by the FE-PACompanies and the Pennsylvania EDCs or their customers in 6 and 12 months during2004 is shown in Exhibit XI-6.- 77 -
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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
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BWG recommended that a detailed, wr
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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: Exhibit XI-2FE-PA CompaniesPercenta
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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