METROPOLITAN EDISON COMPANY - Pennsylvania Public Utility ...

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 -