Sempra Utilities

1

• Sempra Utilities
• 100 Work Order Web Application
• Presentation to the Utilities Council of IFMA
• October 14, 2004 - April 23, 2006

2
Presentation Overview

• Portfolio Overview
• Organization Overview
• Operational Overview
• Integrating with Outsourced Facilities Help Desk
• Integrating with IVR
• Integrating with Work Order Request - Internal
  Web Application
• Marketing the Web Site
• Transitioning to 100 Web Based

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Portfolio Overview
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Organizational Overview
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Facilities Maintenance Operations

• Facilities Maintenance Operations
• Customer Requested Work 22,000 annual work
  orders
• Preventive Maintenance
• Move Management (5 or less)
• Janitorial, Landscaping 100 outsourced
• HVAC 25 outsourced

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Work Order Request Process
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Integrating with the Facilities Help Desk

• Computer Science Corporation (CSC)-USD SQL Server
  database to Sempra Oracle database
• SQL programming language
• SQL Server Replication

• SQL Server stored procedures, functions, triggers
• Oracle sequences, triggers
• Interface connectivity from USD to MAXIMO Oracle
  database via ODBC

8
Facilities Help Desk Metrics

• Percent calls answered within 60 seconds and
  percent calls abandoned are contractual
  performance metrics.

9
IVR Information

• MAXIMO IVR
• Used to acknowledge Emergency and Urgent work
  orders
• Application Vista
• App Vendor Syntellect 4.2
• Application written in Java with connectivity to
  an Oracle database via ODBC
• 18 inbound T1's
• Sprint 1-800-505-0928
• Infrastructure 10 - Dual PIII Servers running
  Windows 2000
• Located in San Dimas and Redlands

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Work Order Web Application (Summer 2004)

• Work Order Web Application
• On MS 2000 IIS web services- Cold fusion 5
  server- oracle 8.3 database- Cold fusion code
  mixed with some jsp code.- form based web page
  consists of 4 6 pages- user fills out forms
  and selects submit
• Form is posted and creates a confirmation page
• Records are created in Work order, status and
  history tables.
• A work order status page is displayed after work
  order is created.

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Work Order Request Application
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Work Order Request Application
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Work Order Request Application
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Work Order Request Application
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Work Order Request Application
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Work Order Request Application
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Work Order Request Application
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Web Application Results October 2004
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First Six Months (through April 2005)

• Employee Communications
• Direct Marketing to Call Center Users

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Web Application Results (through December 2005)

• Multiple Employee Communications
• Direct Marketing to Call Center Users
• Reminder in Email Confirmation

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Web Application Marketing Campaign

• Steps to 100 Web Based
• SMT Support and Approval
• Updated Who Do I Call Information
• Removed all references to the phone number from
  web sites
• Changed all Facilities Operations employees email
  footers
• Changed all Facilities Operations voicemail email
  greetings
• Produced new marketing materials with web
  address facilitieshelp.sempra.com
• Developed a document outlining the benefits
• Met with all key business unit clients and
  presented information

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Web Application Marketing Campaign
Communicating the Benefits

• Web Application Benefits
• Reduced Contract Costs w/CSC 250,000 annual
  savings
• Reduced time for customers to request maintenance
• Avg. Call Center wait time 16 seconds, longest
  wait 9 minutes
• Avg. Call Center call length - 4 minutes 15
  seconds
• Avg. Web Application data entry time 1 minute 30
  seconds
• Annual hours saved 1200 hours _at_ 24,000 calls
  per year (57 of 1 FTE)
• Higher Customer Satisfaction
• No wait time
• Less processing time
• Customer sets priority
• Customer inputs final work order description (no
  Call Center interpretation)
• No call to Atlanta, Milwaukee or Montreal.

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Web Application Results March 2006

• Multiple Employee Communications
• Soft Closed Call Center Feb 14
• Hard Closed Call Center March 14

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Utilinet Homepage Access
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REF Homepage Access
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REF Homepage
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New Web Application
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New Web Application
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New Web Application
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New Web Application
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New Web Application
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New Web Application
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New Web Application
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New Work Order by Employee Query
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New Work Order by Location Query
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How Are We doing?
Facilities Operations Weekly Client Satisfaction
Quarterly Trend
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How Are We Doing?
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Lessons Learned

• Communicate
• Face to face presentations really help!
• Plan for Delays
• Take the risk
• Make corrections as you go along
• Communicate results