SOCALGAS®
ENERGY-EFFICIENCY PROGRAM PROCESS MAPPING
26th Annual E Source Forum
September 17–20, 2013
Welcome & Introduction

Gillian Wright
Director, Customer Programs
The Southern California Gas Company

2
The Southern California Gas Company

The company’s service territory encompasses over 20,000 square miles of diverse terra...
Process Mapping
Topics to discuss:

• Why Process Map?
• Can Process Mapping Help
You?
• The Gas Company’s
Experience
• Co...
Why Process Map???
» Gives you an overall view of a process from start to finish
» Determine if all steps are necessary
» ...
The Gas Company Experience
2010 – 2012 Program Cycle
» New cycle, new changes
» Combine separate and distinct EE programs ...
Calculated Incentive Application Process –
Prior to Mapping
»
»
»
»

15 + steps
3 wet signatures
Multiple AE visits
Numero...
Reasons for Mapping
1.
2.
3.
4.

AEs and customers said our process was difficult
Too many handoffs
Too many signatures
Ou...
Calculated Incentive Application –
Mapping Process
We got all interested parties in a room for two days
» AEs
» Programs
»...
Calculated Incentive Program Process
Post-Mapping
» 6 steps start to finish
» Wet or electronic
signature
» One final docu...
Process-Mapping Results
 Went from 15+ steps to 5+ steps
 AEs could focus on project development
 Customers were much h...
Conclusion
 Process mapping can be very beneficial for your
programs or processes. It can:
 Mitigate or eliminate delays...
Questions??

Thank you
Gillian Wright
Director, Customer
Programs and Assistance
The Southern California
Gas Company

13
Upcoming SlideShare
Loading in...5
×

SOCALGAS® ENERGY-EFFICIENCY PROGRAM PROCESS MAPPING

700

Published on

Gillian Wright, Director, Customer Programs & Assistance
26th Annual E Source Forum Presentation

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
700
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
2
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

SOCALGAS® ENERGY-EFFICIENCY PROGRAM PROCESS MAPPING

  1. 1. SOCALGAS® ENERGY-EFFICIENCY PROGRAM PROCESS MAPPING 26th Annual E Source Forum September 17–20, 2013
  2. 2. Welcome & Introduction Gillian Wright Director, Customer Programs The Southern California Gas Company 2
  3. 3. The Southern California Gas Company The company’s service territory encompasses over 20,000 square miles of diverse terrain throughout Central and Southern California, from Visalia to the Mexican border. Our commitment to provide customers with world-class service has been the key to our longevity and success. Our motto, “Glad to be of service,” reflects this spirit. 3
  4. 4. Process Mapping Topics to discuss: • Why Process Map? • Can Process Mapping Help You? • The Gas Company’s Experience • Conclusion / Summary 4
  5. 5. Why Process Map??? » Gives you an overall view of a process from start to finish » Determine if all steps are necessary » Combine redundant steps » Combine duplicate steps or eliminate nonessential steps » May find a better way to do things » Keep customers more satisfied » Keeps your staff happy and helps them be effective 5
  6. 6. The Gas Company Experience 2010 – 2012 Program Cycle » New cycle, new changes » Combine separate and distinct EE programs that all required custom energy-savings calculations into 1 new Calculated Incentive Program » Each program had:     Specific rules Specific requirements Specific forms Specific time windows » We had to structure the new Calculated Incentive Program so that we had one application process and one project payment process 6
  7. 7. Calculated Incentive Application Process – Prior to Mapping » » » » 15 + steps 3 wet signatures Multiple AE visits Numerous application handoffs » Very complicated & time consuming 7
  8. 8. Reasons for Mapping 1. 2. 3. 4. AEs and customers said our process was difficult Too many handoffs Too many signatures Our process delayed projects By mapping our application process, we could: » Actually see what the process was from start to finish » Did we have redundant steps » Could we combine or streamline steps » Can we streamline and COESC (cover our energy savings claims) 8
  9. 9. Calculated Incentive Application – Mapping Process We got all interested parties in a room for two days » AEs » Programs » Policy » Regulatory » We laid out each step and asked, “Why do we have this step?” » From a policy / procedure perspective, do we really need this step? 9
  10. 10. Calculated Incentive Program Process Post-Mapping » 6 steps start to finish » Wet or electronic signature » One final document submission 10
  11. 11. Process-Mapping Results  Went from 15+ steps to 5+ steps  AEs could focus on project development  Customers were much happier  Much less paperwork  Covered from a regulatory audit 11
  12. 12. Conclusion  Process mapping can be very beneficial for your programs or processes. It can:  Mitigate or eliminate delays caused by a poor design or “Band-Aid” approach  More customer friendly – higher satisfaction  Better use of people’s time  Staff can be more effective  Reduced processing burden on everyone  You are “covered” (regulatory / policy perspective) 12
  13. 13. Questions?? Thank you Gillian Wright Director, Customer Programs and Assistance The Southern California Gas Company 13
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×